Complaints

This profile includes complaints for Way.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Way.com

  Fremont, CA 94538-6544

  
• 

  Global Airport Parking, Inc.

  1440 Coral Ridge Dr # 430 Coral Springs, FL 33071

• 

  Motel 6 BDL Windsor Locks Airport Parking

  3 National Dr Windsor Locks, CT 06096

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used them to book parking for a flight. and gave them my email and credit card info.They sent me an email saying they are converting my account to a paid account. (Don't know how they can do that unless there was some fine print in the terms and conditions). They said if you don't want to have a paid account contact customer service. Unsurprisingly there is no customer service phone number or link on their web site. When I tried to use their ChatBot to ask about cancelling the subcription it immediately ended the chat. Right now my only recourse is to dispute the charges and block them through my credit card company.

  

  Business Response

  Date: 12/14/2023

  Hi ***,

   

  We are sorry to hear about your inconvenience while using our service. Please note that you have been subscribed to our Way+ Sapphire plan which was added at the time of booking along with your parking reservation. This is a premium program provided for our customers who make a purchase above $30 and this plan allows them to enjoy a lot of discounts and benefits. However, if you do not wish to continue with this plan, there is always an option to unsubscribe the check box before proceeding to payment or if in case you have missed to unsubscribe, our support team can help you cancelling this plan so you won't be getting charged anymore. We see that our agent has cancelled this subscription as per your request. If you need any further help, please reach out to us on ************ or **************** Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:12/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BEWARE - this company is using tricky methods to charge you a monthly subscription program. When booking parking which was very good, they enroll you in an automatic subscription program and charge you $1.95 UNLESS you actively do NOT uncheck a box. Meaning I have to actively UNSUBSCRIBE instead of making an active action and selection. In my opinion a way to trick you to sign up if you are NOT AWARE of this check box. This is not a professional company and behavior trying to lure you into making making monthly payments without any service.

  

  Business Response

  Date: 12/14/2023

  Hi **,

   

  We are so sorry to hear about your experience while using our services. We understand the inconvenience caused to you by unknowingly subscribing to our Way+ Sapphire plan. Actually, this is a new premium program launched for our customers who make a purchase of above $30 and we have received good response from many of our customers after using it as it gives ***************. Apart from the check box to unsubscribe, we also send emails to customers to notify them about this plan and if the customer doesn't want to continue with this plan we can immediately cancel and refund them as well if contacted before the plan gets started. However, we understand that this method was not so pleasing for some of the customers and we are working on changing this to a new method that gives more visibility and clarity about this plan to the customers before subscribing it. We apologize for any inconvenience caused to you at this time. Please understand that we are constantly working to improve our process for a hassle free experience to all our customers. Thanks for your understanding and patience. 

   

  - Way Team

• Initial Complaint

  Date:12/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Using the Way.com website, I booked airport parking at the *********** in ************* for a one week stay. The total amount should have been $113.51. My credit card was charged twice for this reservation. When I contacted them, Way.Com says that they can't issue a refund after the parking reservation date. I did use my reservation, but only parked one car, one time. After I pointed this out, they told me to contact the lot. Not sure how that could help, since the payment was collected by way.com. Either it's a billing mistake or an intentional scam. I should have looked at their rating of 3 and many complaints on BBB.com before I used them.

  

  Business Response

  Date: 12/12/2023

  Hi *****,

   

  We are extremely sorry to hear about your experience while using our service. Please note that it is not a system glitch but a double booking from the customer's side and it usually happens when the customer unknowingly adds two orders to their bag and then proceed to check out without noticing it. As per our cancellation and refund policy, we are unable to refund any reservations after the check in time as we are liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. If we refund the reservation without their approval, the lot will charge us for that space despite of the reason that it is used or unused. However, we understand that human errors do happen and as a valuable customer we want to make this right for you. Please help us with the reservation number of the actual reservation that you have used so we can refund the other one for you. You can also send us an email to *************** for an immediate response. We will get back to you at the earliest upon receiving your email with requested information. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:12/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had the misfortune of being abruptly redirected to a different parking lot by Way.com around 2 hours before my flight - which was a rip-off since the actual cost of the lot was 30% cheaper than my original booking.I paid for a secure self-parking spot at the Hilton for 98.55.They changed me to a valet parking spot at *** Parking without my consent. I did not want valet parking and the actual cost for the *** Parking lot was $31.06 lower according to the *** website. Also, the *** parking lot was notorious for damaging cars, so I purposely avoided them.Given that I was already in transit to get to my flight on time, I had no other choice at this time but to accept the change.When I returned to pick up my car after 6 days, the shuttle took almost an hour to arrive, then I discovered a brand-new dent on the front passenger side of my car. When I reported it to the front desk he first denied it. Then when I showed it to him he acknowledged the damage then said he would report it to Way.com, who would then send me money for dent repair.It turns out it was a lie. He never contacted Way.com. I never was contacted by way.com. And I never received a credit.I contacted Way.com regarding both issues, and they refused to rectify either their bait-and-switch scam or address the damage to my car. Their customer service is abysmal.I am still in dispute with this with my credit card company.Do not book with Way.com - you will be ripped off!

  

  Business Response

  Date: 12/12/2023

  Hi *******,

  We are extremely sorry to hear about your experience at our partner's parking facility. We totally understand the inconvenience caused to you by this incident and we sincerely apologize for the same. Please note that Way is an online market place and we do not own or operate any of the facilities listed on our website. Unfortunately, we were forced to move you from your initial reserved spot as per the request from the same lot due to their operational issues. We have moved you to ARB as it was the only available nearby spot with similar facilities at that time. However, due to unforeseen circumstances, we understand that it has created damage to your vehicle. Though we are not liable for any physical damage of the customer's property as we do not operate the facility, we consider you as a valuable customer and look into your issue seriously. Please provide us with proof of evidence document that shows damage to your vehicle so we can reach out to the lot on your behalf for a refund request and can take necessary actions to avoid such issues in the future. We will get back to you at the earliest once the document is received. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20951126
  
  I am rejecting this response because:

  
  I have already sent you proof that you overcharged me for the other parking lot directly and you rejected the claim.
  
  When I reported the car damage to you, you sent me to the *** parking lot to resolve the concern but they did not.
  
  I also sent you proof of the damage you requested in your response to this BBB case and your support team again rejected the claim which you know was in dispute.
  
  In each correspondence so far you have refused to take any action.
  
  You have all the evidence you need to make a judgment it is clear that you are at fault for not honoring the original agreement and the damage that occurred at the location you directed me to.

   

  Therefore the only response that is acceptable now is when I should expect you to take financial responsibility.
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/15/2023

  Hi *******,

   

  Thank you for providing us with the documents requested. We are ready to refund you for this transaction but unfortunately, we see that this transaction has been disputed from your end. A  little information about disputed transactions, the normal processing time for your bank to review the dispute is ***** days and during this period your funds will be kept on hold by your bank so we do not have access to it. As per the evidence submitted, there is 21 days more till results from your bank. You can either wait for your bank's decision or work with us directly to resolve this issue at the earliest. If you wish to work with us, please respond to our dispute department and they will guide you through the next steps. Our dispute department works closely in favor to our customers' side. We apologize for the delay and inconvenience you have gone through in regards to this issue. Thanks for  your understanding and patience. 

   

  - Way Team

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased car insurance through way.com and have had nothing but a horrific experience. Not long after paying for my policy and signing the documents online, I got a text message that they suspended my policy (never even heard of any insurance company doing this) because I did not provide them employer information. None of your business, honestly, but whatever. I called the number given to me in the text and spent a total of 56 minutes on the phone, being transferred 4 times, only to tell someone in one sentence the name of my employer and they told me after a short ten second wait that they had updated my account and everything is fine now. 56 minutes of my life to do one simple thing that took 30 seconds tops. Absurd. Then, I get another message that I need to "sign new policy documents". I go to the link to do so, and their website is asking me for a pin number to log in. I never created a pin number. So, I call them and waste another hour of my life being transferred to multiple people, most of whom have no idea what i'm talking about, before FINALLY speaking to someone who provides it to me within seconds. Without fail, every time I call, the first person is someone who can barely speak english, and thus cannot understand my problem, who does nothing but tell me to download their app so I can view my policy on the app, regardless of what my issue is. Finally I am able to sign my new policy documents. I go on about my life thinking my policy is no longer "suspended".No. I get another text today, stating to sign my policy documents or my policy won't be active. Their useless app won't even let me view my policy at all until I sign these documents, that I have already signed twice. The app says i have zero drivers on my policy and that my policy is "compliance pending" whatever that means. I have already paid them. Now I have to call them again and waste god knows how much more of my time to fix whatever tf is wrong now. COMPLETELY UNACCEPTABLE. FIX THIS.

  

  Business Response

  Date: 12/18/2023

  Hi ********,

   

  We are extremely sorry for the experience you had while using our service. Thank you for bringing this to our attention. Currently, we are investigating upon this issue by working with our various teams to avoid this complicated process moving forward. We totally understand your frustration and inconvenience caused by this issue. We have tried reaching out to you a couple of times but unfortunately, it all went voicemail. Please reach out to us directly or kindly let us know your convenient time to have a discussion on this issue further to resolve it at the earliest. Again, we sincerely apologize for the hassle and we will work hard to avoid such instances in the future. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:11/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Way.com is a company that sells parking spots for events. They list upcoming events in their app and the customer can click on their event to select a parking garage near-by. Check in and check out is supposed to be up to 3 hours before the event and up to three hours after the event. My family purchased a parking spot via the way.com app for a concert we attending at the end of October. Our concert was listed in their app as one they serviced. We arrived at the parking garage and was refused service to park. The attendant said their garage will be closed by the time the concert was over and we would not be able to get our car out until the following morning. The garage did have a 24 hour sign on the building, but the attendant said they would be closing by 10 pm. He would not let us park and did not scan the ** code on the way.com email confirmation. My family had to park about a mile away and walk to the venue. We missed the beginning of the concert because if this. Way.com is refusing to correct the matter and refund our money.

  

  Business Response

  Date: 12/14/2023

  Hi ******,

   

  We are extremely sorry to hear about your experience at our partner's parking location. We totally understand the inconvenience you have experienced because of this issue. Please note that Way is an online marketplace and we do not own or operate any of the facilities listed on our website physically. All the information listed on our website are provided by the concerned lots itself. However, as a valuable customer we look into your issue seriously and our internal investigation team will be reaching out to the lot to verify this issue and to take necessary actions. We see that your reservation has been refunded on 11-30-2023 to your original payment method and that would be reflected in **** business days. Again, we apologize for the hassle you had due to this issue. We will make sure that such incidents are not repeated again in the future. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 12/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Way.com finally  refunded my money. Thank you to the BBB!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on Nov 9 2023 I used way.com via spotAngels in ******, ** to reserve a spot. There was a slight typo in my license plate number. I didn't catch it until after the reservation was made. The customer service agent on the phone said she could not change it nor cancel the reservation, even though I wanted to just make the same reservation right away. I asked for a refund but she said she could not do that. She said a supervisor would be in touch but nobody ever got back to me, and nobody answered my support ticket when I emailed on Nov 9. I ended up having to pay again directly to the garage in order to park.

  

  Business Response

  Date: 12/12/2023

  Hi ********,

   

  We are extremely sorry for the experience and delay in responding to your complaint. Thank you for bringing this to our attention. Unfortunately, we are unable to locate your call log or email in our database in regards to this issue. We hope that you have called us on the number ************ and emailed us on **************** As we have no records regarding the same, our internal investigation team is unable to verify this issue. Please note that we are unable to do any cancellations or refunds after the check-in time as per our cancellation and refund policy because we are liable to pay to the lot  for each spots allocated to our customers as per the contract we have with them. If we do so, the lot will directly charge us for that space. However, we understand the inconvenience you have gone through by this issue and as a valuable customer we will reach out to the lot on your behalf for an approval regarding your refund. We request you to provide us with the receipt of the amount that you have paid to the lot directly to support your claim. We will get back to you with the best resolution at the earliest. Thanks for understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20903056
  
  I am rejecting this response because:

   

  I'd like to provide more back up. Attached are call log and email screenshots. It is extremely unclear in, or absent from, the communications via spotangels that the address to email for support is different from the one provided through spotangels. You'll see I used [email protected] as instructed on my confirmation page.

  the call log screenshot will show the number I called, and that I was on for about 12 minutes.

   

  Thanks so much for any help you can provide and I hope my experience using way.com via spotangels has clarified some of the problems with the communication flow and customer service workflow. 

  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 12/14/2023

  Hi ********,

   

  Thank you for providing us with the documents requested. We have reviewed the screenshots you have provided and see that you have contacted us after your check-in time to cancel this reservation. As we have mentioned in our previous response, we don't have an authority to cancel and refund this reservation after your check-in time as we are liable to pay to the lot. Also, we see that a confirmation email was sent to you from our end (screenshots attached) that explains all the details including our contact information. You could have also cancelled this reservation by yourself by downloading our app. Please send us an email to *************** explaining the situation with the subject line "BBB Complaint" and our team will get back to you once we receive a response from the parking facility. Thanks for your understanding and patience. 

   

  - Way Team

• Initial Complaint

  Date:11/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday November 16 I booked offsite parking for **************************** through Cheapest Airport Parking.com for 3 days starting that evening. After I hit confirm to the purchase, there was a notice that said I should receive a confirmation for the parking along with address for parking and it said if I did not receive that response in a reasonable amount of time to contact them. I never received anything and when looking at the website for Cheapest Airport Parking.com, there are no phone numbers and no way provided to contact anyone. Since I had no way to contact them and I need to park for a trip, I had to go elsewhere and park. 2 days later I saw on my Credit Card activity that I was charged by way.com for $38.24. So not only could I not contact Cheapest Airport Parking .com, I had no idea that it was assigned or owned by way.com. I was able to call them today (Monday November 20th) to ask for a refund of my $38.24 since I could not utilize the parking I paid for and they told me I should have contacted them before the time I was to utilize the parking to cancel and since I did not, there was nothing they could do. I explained that there is no information provide on the website regarding contact information so I couldnt but they told me that they still could not do anything. This was fraudulent and I want my $38.24 refunded by way.com or cheapest airport parking .com.

  

  Business Response

  Date: 01/04/2024

  Thank you for your review. Please note we have a form and email we list on cheapestairportparking.com that you can use to contact us. As for for the confirmation email you mentioned it is possible it might have gone in your spam as I have checked out system and do see it was delivered from our end. Please let us know why you were unable to contact us via this form or email ,and send us a copy of the receipt where you parked instead so we can review this matter and determine if a refund can be processed.

• Initial Complaint

  Date:11/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently booked a parking reservation and I found out these perverts want to know my birthday so that they could sell my personal information. Theyre falsely claiming its required by law that they have my birthday just to let me pay for parking. This is completely ridiculous and false. And they got my birthday under false pretenses that this was being done to comply with the law when in reality most likely their terms of abuse and privacy encroachment policies allow them to use my personal information such as birthday for perverted purposes which could expose me to risk of identity theft and other *****. This is the real reason they wanted my birthday.

  

  Business Response

  Date: 01/04/2024

  Please note we do NOT sell anyones personal information. Knowing your birthday helps ensure we provide you with age-appropriate products and services from within our company ONLY. You are not at risk of identity fraud , or any other ***** as mentioned in your review. We also do not verify this information so if you are truly uncomfortable sharing this you can decide what you enter (which does not need to be your exact information) but could be something within range of your birthday to ensure you are getting the right products and services best suited for you. Additionally, you are always welcome to request your profile be deleted if you do not choose to have one with us. You may send this request to *************** and they will handle it promptly.

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 20894561
  
  I am rejecting this response because:

   

  its foolish to think you arent using this for purposes other than verifying you are providing age appropriate services.  Like, what are you interested in getting into the **** business or something?  What other age appropriate verification do you need to do?  You reserve the right to change terms at any time so you are thus reserving the right to abuse my information whenever you please, if you arent already.  Every piece of information you collect increases risk of identity theft since everyone gets hacked.

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/08/2024

  Hi Jpsh,

   

  It's really upsetting for us to hear the inconvenience caused to you by providing your personal information. This is a first case that a customer is complaining about providing their date of birth, though we have already provided an option to either skip that step or it is not necessary to provide the right information. As we mentioned in our previous reply, it's just for the purpose of displaying "age appropriate" content that helps customers who might need additional help especially elderly people. It's a very easy process to remove your personal  information by deleting profile upon request. Please send us an email to *************** to delete your account so this issue can be resolved at the earliest without much hassle. We apologize for any inconvenience caused to you by this issue. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:11/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was triple charged by way.com for airport parking. Overcharge for $245. They charged me for 3 parking spaces instead of one. They refused to refund.

  

  Business Response

  Date: 01/04/2024

  Please share with us the email you used to make your reservation(s) or the reservation numbers if you have them as I am unable to find anything under the email address you provided.