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:11/08/2023

  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.

  Way.com showed lower prices when you're paying through their website and then charged higher prices on my credit card. Even I called them they made me go through multiple supervisors and told me they couldn't do anything now that the payment went through.The website showed 16 dollars per day as per screen shot. They charged 118 on my credit card.

  

  Business Response

  Date: 11/14/2023

  Thank you so much for your review. We truly value your feedback and understand the frustration you have related to this parking reservation. The screenshot you sent shows the lowest daily price for that parking lot. Once you enter your dates and times there is a breakdown of the fees by day ( as often times some days are cheaper than others). Once you get to the checkout screen the complete total is listed and it is on that screen that you confirm the purchase ( assuming you want to move forward with the reservation). Please also note the daily rate is in inclusive of taxes and fees and all of that is listed as mentioned above on the checkout page. Once you book your card is charged, however you are always welcome to cancel any reservation you no longer want ( for any reason) as per our terms which is any time before the reservation starts. If you contacted us after the reservation started we are not able to issue any refund amount as per the terms you agreed to when you booked the reservation. 

• Initial Complaint

  Date:11/06/2023

  Type:Sales and Advertising 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 Oct 26, I purchased event parking from Way.com for a lot at *********************************************************************************. This was for the Georgia vs Florida game at **************.Upon arriving at the lot, it turns out that Way.com is not authorized to sell parking at this lot. I was routed to another lot half a mile further from my event at ************** in a poorly lighted lot.In reaching out to Way.com, they told me that I needed to submit a receipt for where I parked. For an event such as this, I had no choice but to risk my vehicle by parking in the lot I did not pay for.Way.com intentionally committed bait and switch fraud. The attendants at the lot I paid for told me, "you're like the 10th vehicle from this company in the last hour."

  

  Business Response

  Date: 11/14/2023

  Thank you so much for bringing this to our attention. All of the lots we have listed on our website have first agreed to contracted terms in order to be listed on our platform. Unfortunatly in some rare circumstances there is an issue when a customer goes to park , this could be due to a number of reasons like a communication breakdown between the lot owner and the attendant, a road closure etc. Our policy as a company is to address the conern immediatly and remove the lot if needed.In this matter we were told there was not an issue at the parking lot in question from the vendor , and when we asked for the proof of where you parked instead ( as it is typically for events that parking is still needed and therefore you needed to pay elsewhere) this was not something you had to provide us. So we had to rely on our cancellation terms here , which does not allow for a a cancellation after the parking has started and ended. As a courtesy I will call a few other customers to see if parking went smoothly with them as we have not had other complaints that I am aware of - but please know we would never want you to pay for something you were not able to use at no fault of your own , it does not benefit us in any way to lose a valuable customer such as yourself for future business. It is worth mentioning Way.com does not own or operate any of the locations listed on our website and we are only a third parking booking platform of which we only make a small portion of each reservation. 

• Initial Complaint

  Date:11/04/2023

  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.

  I purchased a parking lot two weeks before my flight, near **************. Once I arrived at the parking lot I was told they got sold out and that there was no parking lot left for me and that I had to look somewhere else. This happened three hours before my flight. I had less than Three hours to find a parking lot where I can leave my car for the next 2 weeks. I decided to park at my work because I started panicking that I would miss my flight and would loose the money for my flight there was two of us around $3500 both tickets. (If I wanted to park at work I wouldn't have purchased a parking lot since I'm from ********** and for work remotely. I had no time to contact way.com. Once I returned back home and contacted way.com and they said they were NOT going to give me my money back because I had no proof this happened. I asked what proof did they have from the parking lot company? My car was not there they sold my parking lot. They never gave me my money back because I didn't purchase another parking lot and that's enough proof for them not to give me money refund back. I lost $269.28. would never go with them again.

  

  Business Response

  Date: 11/14/2023

  Thank you so much for bringing this to our attention.Unfortunatly in some rare circumstances there is an issue when a customer goes to park , this could be due to a number of reasons like the parking lot did not properly manage or close out their parking, flight cancellations may have caused customers to overstay their parking reservation and they did not reach out to us in that can and so on. Our policy as a company is to address the concern immediatly and ensure this doesn't happen again. We are truly sorry about the stress this unexpected situation caused, and had you called us we would have moved you to another lot nearby right away so you did not have to make other plans to park at your office. In matters like this we require two pieces of evidence in order to issue a refund - since we do not own or operate any of the parking lots we partner with. The first one is your alternate parking reciept from the location you ended up parking at , we then also contact the lot to get confirmation that there was an issue with parking spaces at that time. If we don't have those items we also check to see what happened with other customers around the same time. In this case we did not have any of the 3 items and therefore were not able to issue a refund. I will go ahead and reopen this case to see if there is anything else we can do to get this refund from the parking lot back to you - but please know it is extremely hard for us to prove that you did not make use of the parking without these three items , in which case they require us to pay them for the space that was held and not able to be resold. 

   

   

• Initial Complaint

  Date:11/02/2023

  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.

  We booked parking in August to fly out of ******. We were automatically signed up for a roadside service assistance that we did not want. Our credit card was then charged $1.95 per month. We had to call the credit card company and Way.com to get it resolved.

  

  Business Response

  Date: 11/14/2023

  Thank you so much for your review, we truly value your feedback. When booking a parking reservation on our website you are given the option to opt in to a free trial of our roadside assitance program. By opting in to this free trial the benefits start immediatly which include a discount on your current parking reservation as listed on the confirmation screen. After you book the reservation with this attached you get an email regarding the trail and all the services included and before the subcription starts charging you ( after the free trial has ended) you get another email to let you know it will be charging you and when. You are able to cancel this at any time if this is something you no longer want. The reason you were charged is because you opted in and did not cancel the membership until after you were charged. In future I would encourage you to call us at ************ to assist you with the booking process to ensure nothing is missed so there is no confusion in the future. We value you as a customer and hope you will try us again in the future. 

• Initial Complaint

  Date:10/29/2023

  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 my flight cancel with frontier last weekend and emailed way.com the same day. They are refusing to refund me even though I provided all the proof and information necessary. I did not intend for my flight to *********** to cancel... I really wanted to go. I deserve a refund due to not using the reservation. They kept saying I emailed them the last day and show proof otherwise and kept making excuses. please I just want a refund for something I didn't use and I didn't intend my flight to cancel to change my direction in things.

  

  Business Response

  Date: 11/14/2023

  We are truly sorry to hear your flight was cancelled and you weren't able to use your parking reservation as planned. While we totally appriciate that this trip cancellation is completely outside of your control , therefore making the parking reservation usless to you - the issue we have is that you didn't contact us until AFTER the reservation had started and ended which means the space was held in our system and unable to be resold. When this happens , even if you didn't make use of the parking for even a minute, we are still required by contract to pay the parking location. It is important to note we do not own or operate any of the parking locations listed in our website , so we are not at the lot itself to understand that you didn't make use of the parking. As per our cancellation terms you just have to contact us BEFORE the reservation starts in order to get a full refund of the price you paid, and in the instance you can't do that you just need to contact us as soon as you know. As per the proof you sent us the airline informed you at 7:45am on Oct 21st but you did not contact us until the 23rd once the reservation has ended. As a one time courtesy I have added $15 credit for future use towards any parking reservation as an act of goodwill as we truly value your business and which to have you use us again in the future , this time with a full understanding of the terms we list on our website , app , and in the confirmation email. 

  Customer Answer

  Date: 11/14/2023

   I have not reached to you after. I have reached you the minute my flight canceled.  Please see attached of the email i sent to you . I had sent you two emails the 21st and the 23rd. I sent the one on the 23rd cause you never answered to the email attached please look at your records. I want a refund and a manager.  Thank you.

  8Complaint: 20796580

  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/15/2023

  Thank you for providing that additional image as the one you first sent did not have the date. I was able to find that you had different ticket numbers created in our system , therefore different threads and different agents helping you.  I truly apologize for the issue that happened here. While your request is still outside of our terms because the reservation had already started by the time you contacted us, we should have made an execption for you and process a refund for all of the days that didn't start yet due to the flight cancellation. In this case and because we dropped the ball here I will process the full refund back to your credit card. The amount will appear in 5-7 business days. 

• Initial Complaint

  Date:10/26/2023

  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.

  Made a reservation with way.com on August 5th for a parking for a total of $42.18. When I showed up at **************************** Parking, they told me they were no longer affiliated with way.com and I could not park there. I have made multiple attempts to get hold of way.com but I have not been able to. Reservation was sept 15- sept 19. Confirmation No. # OGI29069015

  

  Business Response

  Date: 11/14/2023

  Thank you so much for contactings us and we are truly sorry for the issue that occured here. The parking lot discontinued their contract with us but did not properly let us know as per the terms of their contract. This resulted in your case where customers went to park but were not allowed to do so.Had we known in advance we would have moved you to another lot prior to your reservation start time. I have looked at your reservation in our system and I see it has already been cancelled and for your reference we have a support team that is available 24/7 , 365 days a year. The number , email and chat are all available on our website , list in the app , on your confirmation email and again on your credit card statement. There may be a hold time depending upon the time and season you are available but our team is available to help whenever you require it. If you need anything else please let me know otherwise I will consider this matter closed. 

• Initial Complaint

  Date:10/21/2023

  Type:Sales and Advertising 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 10/13/23 I purchased a parking pass for ****** parking but in the email I had received, it said that I didnt finish paying for my transaction. I went back to the website and purchased it again and this time only to learn that I had been charged twice for the same dates and times. On the app, it says You can cancel parking up to 24 hours in advance for a FULL refund. Guaranteed money returned, no questions asked! This means I would receive my full refund back into my account. After a few days I saw that I never got my refund so I looked up online about the process and in small print it said that my refund was only available by way bucks or in other words store credit. If this is a policy, then there should be no reason as to why it says Guaranteed money returned, no questions asked! Store credit is NOT a full refund like the app promised to provide. This is just false advertising and lying to customers. I would like a full refund back to my card as promised, no questions asked.

  

  Business Response

  Date: 11/16/2023

  Thank you for your review. Please note that the email you recieved was not an email that was prompting you to complete your booking but rather one to download the app so that you can access your confirmation email. As for the refund terms , what is listed is correct - you can cancell for a refund prior to the start time. No small print , HOWEVER if you cancel from the app we only have the option for waybucks and that is listed there is huge bold letters of which you had to check a box that you confirmed the refund was in waybucks. Alternatively you can call , email or chat us and we will cancel you for a cc refund. I have removed the waybucks from your account and processed the refund back to your credit card. Sorry for any confusion that might have been caused with either item!

• Initial Complaint

  Date:10/19/2023

  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 reserved parking at ************* ***************** ********/18-24/23. The shuttle driver taking me to *** the morning of 9/18 completely missed my terminal (he was notified when I got on the shuttle which airline I needed) dropping me off 2 terminals away. I barely made my flight. It was a nightmare of racing through ticketing/security then to my gate with approximately 5 minutes before doors closed. Upon return on 9/24 after flight delays, I called for the shuttle to pick me up at the terminal, only to find that they stop service at 11:30 pm. This info is not clearly featured on the app - its tucked away in a drop-down tab. Customers need to know this up front. I had to take a taxi back to the garage from the airport. Request compensation for monetary damages and extreme emotional distress.

  

  Business Response

  Date: 11/16/2023

  Thank you for your review and I am truly so sorry for the frustration that was caused here. Please note Way.com does not own or operate any of the locations listed on our website but we will provide this feedback to the location itself who employs the shuttle driver who missed your terminal when taking you to the airport. As for the shuttle info please note we list it prior to you booking , on your confirmation email and in the app. We agree this is important information which is why we make sure to list it in several places for you to see. At this time we are not able to issue any refund as you did make use of the parking and the shuttle as per it's operating hours. I truly apologize for the frustration this shuttle has caused and will make sure the feedback is given to the facility. 

• Initial Complaint

  Date:10/17/2023

  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 booked 1 parking spot at Aloft Westin on September 6, 2023 for $197.35 using my Chase credit card. Parking dates Dec 29 2023 to Jan 11, 2024.When I check my credit card, Way.com charge me $520.37 for 3 parking spots . So I disputed the 2 charges through my credit card, they credited my account $323.02., balance left was $197.35.I disputed just the 2 parking spot since I only need one parking spot at Aloft Westin for $197.35 However, when I check my reservation through Way.com account, they cancelled all the reservations. I called way.com about the $197.35 they owe me for cancelling my reservation and was told that it's being disputed. Been emailing them several times and being told that it will be credited. The last email I sent them Oct. 9, 2023, didn't get any response at all. Til now I haven't gotten any refunds.

  

  Business Response

  Date: 11/15/2023

  Thanks for your review. You were charged for 3 reservations because you added 3 reservations to your cart. In future if you have an issue with a charge please contact us directly we are happy to help you sort it. When you disputed instead of trying to resolve with us the bank held all the funds and the entire order was cancelled in our system. I will make sure to provide you with a refund for the reamining amount (which will need to be done manually becasue of the disputed status) please allow **** business days for this additional refund to process. 

• Initial Complaint

  Date:10/12/2023

  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 purchased a parking spot on Way.Com. The website without my authorization signed me up for a subscription service Called Way+ Saphire and I subsequently started receiving $2.95 charges daily on my credit card. When I contacted their customer service via email, they told me that I had the option of opting out of this subscription at checkout, but I do not recall seeing the subscription on the checkout and it did not show up on my receipt for the original purchase. I never wished to purchase this subscription. I dispute that I ever even had the option of seeing the subscription service or even had the option of opting out. When I contacted customer service, they told me that they would cancel the service but would not refund me any accrued charges on my credit card

  

  Business Response

  Date: 11/15/2023

  Thank you so much for your review, we truly value your feedback. When booking a parking reservation on our website you are given the option to opt in to a free trial of our roadside assitance program. By opting in to this free trial the benefits start immediatly which include a discount on your current parking reservation (depending upon which parking location you have selected) as listed on the confirmation screen. After you book the reservation with this attached you get an email regarding the trail and all the services included and before the subcription starts charging you ( after the free trial has ended) you get another email to let you know it will be charging you and when. You are able to cancel this at any time if this is something you no longer want. The reason you were charged is because you opted in and did not cancel the membership until after you were charged. In future I would encourage you to call us at ************ to assist you with the booking process to ensure nothing is missed so there is no confusion in the future. As a one time courtesy I will issue you a refund for the $2.95 you were charged. We value you as a customer and hope you will try us again in the future. 

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20730013
  
  I am rejecting this response because the explanation is neither accurate nor truthful.  (1) the explanation alleges that I can opt-in to an additional service.  This is not true, as when I made a non-related purchase on the site, I was automatically signed up for the additional service without opting in.  It may be true that there was some cryptic and non user-friendly way to opt-out of the service, but I did not see it nor did I even know that I was to be automatically signed up for an additional service.  Therefor, it is possible that there was an opt-out option, not an opt-in option as represented by the vendor (2) I did not receive any emails letting me know that I neglected to opt-out of a service that I never wanted (3) I was charged $2.95 per day for the service, not a single charge of $2.95.  I am lucky that I checked my credit card statement after only four charges.  
  
  Sincerely,
  
  *********************