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

  
• 

  Motel 6 BDL Windsor Locks Airport Parking

  3 National Dr Windsor Locks, CT 06096

• 

  Global Airport Parking, Inc.

  1440 Coral Ridge Dr # 430 Coral Springs, FL 33071

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:10/12/2023

  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.

  This is a pure fraudulent company with extremely unethical staff. *** E, ********************************* and ***** are unethical. I filed fraud with my bank, because I called and left multiple messages with Way, and they never returned my call to resolve the issue so I reported fraud to the bank. I paid for an extra night of parking, but then was charged again at the parking structure. Simply I paid twice, and it should have been an easy issue to resolve. Once I reported fraud with my bank, then Way finally reaches out to resolve the issue on 9/3/2023. *** asked for a letter from the bank to say that the fraud claim was closed, and that I was charged back. I provided the paperwork from the bank that had all the information requested, but now as of last night they wont refund. They had me close to fraud case to resolve, then when it was closed screwed me over again. Pure unethical pieces of trash! I asked to file an official complaint and for supervisor information, but they are straight hiding at this point. I am actually traveling to that area in a few weeks for work, so I am stopping by and have a little chat in Fremont! They are frauds and dont deserve your money. Don't hire any staff that come from Way.com.

  

  Business Response

  Date: 11/15/2023

  Thank you for your review and taking my call. After talking with you and reviewing all items for this case it is clear our team did not properly handle this and I have issued you a full refund that will appear back on your card in 5-7 business days. We are truly so sorry for this issue and I will work with the team to make sure this sort of mistake doesn't happen again. 

• Initial Complaint

  Date:10/11/2023

  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.

  My husband reserved a parking lot through Way.com on August 7, 2023. At the same time, we found out that Way.com just make reservations without contacting the real sites (Courtyard Arlington) and a lot of people got there and were told that they don't have any spots to park. We canceled the reservation right away (made a reservation at the airport) and called our bank to cancel the transaction. It was still pending so the bank told us to call in a few days. Way.com canceled the reservation but didn't refund the money (the website says they refund fully, which is a false) and they claims that they put the credit on our account for a future reservation with them. We will never use them since they are scammers. We want $83.15 back to our credit card or a check sent to us.

  

  Business Response

  Date: 11/15/2023

  Thank you for your review. I was unable to look up your reservation with the email or phone number provided. I did call and leave a voicemail to get the email you used when you booked or the reservation number but got your voicemail. I do however want to clarify a few points - we NEVER list a location without their authorization. In this case the person who approved the arrangement did not have the green light from the Owner of the hotel and we were not made aware of this issue until customers were being turned away. We are just as frustrated as you are that this happened because we have lot valuable customers due to this mix up. We gain nothing from listing a location we don't have an arrangement as customers will most certainly dispute which costs us more than just the amount the customer paid. When you cancelled the reservation in the app you selected a waybucks refund , in fact it says in bold letters are you sure you want a waybucks refund, and you have to check yes to move forward. The reservation was properly cancelled and refunded as per the refund method you selected. I am happy to change the refund method for you so you can have a credit card refund , I just need the information for your reservation. I understand your frustration with this matter but please know we have sorted things with the lot and we have put steps in place to make sure that this doesn't happen again. Our customers satisfaction is of highest priority. 

  Customer Answer

  Date: 11/15/2023

   Complaint: 20726758
  
  I am rejecting this response because:

  Please refund to the credit card. Here is the reservation info. 

  Name: *************************;

  ********************

  Order Number
  OGI29095132
  Booked Date
  Aug 08 2023 02:03 AM GMT
  Cancellation Date
  Aug 08 2023 02:21 AM GMT

  We cancelled in 18 minutes after reading bad reviews. There was no option to get a refund to our credit card. We even called our bank to stop the charge. I read so many complaints everywhere. If you are advertising full refunds, that means full refunds to credit cards. Not as Waybuck or something we can only use with your company, which I will never use. You said you gain nothing, but this is how you are making money. Keeping $$$ for the reservations people cancelled. I complained to BBB and hopefully will get a refund, but I'm sure most people just don't fight. We parked at the airport parking which we paid directly to the airport. It was more money but we were not refused when we arrived. If we ended up getting refused at the parking you say you have a contract with,  we wouldn't have gotten on the airplane on time. 

  Thank you for trying to resolve this issue. 

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

  

  Business Response

  Date: 11/17/2023

  Just to clarify I am happy to switch your refund to a credit card refund instead of the waybucks refund you selected. This is the case for anyone if they select this method of refund on the app.You can also call , email or chat us to get a credit card refund any time prior to the start without having to select the waybucks refund to start.  Please provide me with your reservation number so I can sort this for you. As mentioned I am unable to look up your reservation with the information you provided. 

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20726758
  
  I am rejecting this response because:

  Here is the same info again. I don't understand why you can't look it up with the info I sent, we only have this order number from your company. The screenshot attached. 

  ******************** 

  Cancellation Reason
  Trip Dates are updated
  Order Number
  OGI29095132
  Booked Date
  Aug 08 2023 02:03 AM GMT
  Cancellation Date
  Aug 08 2023 02:21 AM GMT
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 12/05/2023

  Thank you for responding with that information. I have removed your waybucks and processed your credit card refund. This will appear back on your card in 5-7 business days. Please note a credit card refund is ALWAYS an option as long as you cancel within terms and request the cc refund. You proccessed your cancellation in the app and selected waybucks which is why you were refunded in this way. I hope this has resolved the matter for you. 

   

   

• Initial Complaint

  Date:10/10/2023

  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.

  Unable to use the prepaid airport parking reservation. Way.com directions sent ** to the wrong parking lot - ***** ******* instead of Laurel ******** Subsequently, we realized through a ****** search that Laurel ******* is called Premium *******, and the address is different than on the reservation as well as Way.com's app directions. Time constraints did not allow us to sit on hold with Way.com to resolve the issue. I am seeking reimbursement for the amount paid to Way.com of $73.39 and the amount of $129.50 paid to the lot we actually used.

  

  Business Response

  Date: 11/14/2023

  Thank you for your review. Please note that Laurel ******* is one of the busiest parking lots on our website. We send thousands of cars a month to this parking lot with the same address we provided you on your confirmation email. I am not sure what navigation system you used to try to get there but if you used the one in our app it would have taken you right to the lot. As per our policy we are unable to issue a refund for a space that was held and not cancelled as per our terms which is before the reservation starts however if you send us a copy of the receipt for the location you did make use of instead I will provide you with a waybucks refund for the amount you paid Way.com to be used on any future reservation or any of our other products within our app. 

• Initial Complaint

  Date:10/08/2023

  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 downloaded the app and purchased one-time airport parking in May. I again purchased airport parking in August. I was surprised to notice today that I have been charged monthly since May for a subscription I did not sign up for. As a user I believe that I should be required to opt-in to a subscription and not have it automatically set up without my consent. I was not able to figure out the subscription in the app but after some poking around the website I was finally able to see the charges and cancel. I dont think I should have been charged since May for this.

  

  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:10/08/2023

  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 did a insurance policy online. In the middle of it pending I got a call from way.com saying that the policy online gives false pricing so they are calling to do it over the phone. I asked her would it be a issue if I already had one pending online. She said no. We went through the process and the insurance I did online end up going through before the one we did over the phone so I told her I would stick with that because its cheaper. The policy she did was already pending in my account and I told her. She said it should drop off because we did not finalize and you dont have a policy with them. It did not drop off and they wanted me to go through my bank to get a refund. I did and I just got my refund back. And now they charging me again for that same insurance that I do not have.

  

  Business Response

  Date: 11/15/2023

  Thank you for the issue and I apologize for the frustration this has caused. I have esclated this issue with our Head of Insurance. Someone will be reaching out to you to get this fully resolved. 

• Initial Complaint

  Date:10/06/2023

  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.

  This company is a scam. I paid for parking and they sent me an email telling me to download their app in order to scan into the parking lot. I don't have a smart phone, and told them so. They sent another email I was supposed to use to get in the lot. Bottom line, that failed, and I had to pay the lot another payment to park. No time to find a different lot, as we had a plane to catch. Been trying to get a refund after phone calls and emails for almost 5 months. Still nothing. Latest email tells me to contact the lot for a refund.

  

  Business Response

  Date: 11/15/2023

  Thanks for your review. I got a chance to look in to this case and I do see that the agent sent you exactly what you needed to be able to park your car at the lot. I am not sure why the lot charged you there and we did speak to them about this and they agreed to issue you a refund. I know you mentioned a few times that the this was not the lots issue but I just want to confirm with you that not only did we send you exactly what you need, but they also have a system where your reservation is stored , and as a backup we email them a copy as well. They have confirmed with us that they were going to issue you a refund. If this is not sorted by them please let us know and we will work with them to sort this. 

• Initial Complaint

  Date:10/05/2023

  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 made a parking reservation for ***************** parking on August 5, 2023. Within minutes I determined that it was a mistake, and tried to find and cancel my reservation. Way provided no confirmations:No Invoice was provided No confirmation was provided No call back after multiple attempts to call over several days No ability to find the reservation on your website No ability to Cancel the reservation I called them two dozen times and sent a dozen emails in the next two days. I told them I did not want the reservation, and I requested a refund on August 7th.They ignored all requests and call backs for days. I finally had to dispute the charges, at which time they finally responded to my email saying that since a dispute is filed, they will not address my issue.In my opinion, this company appears to act fraudulently and should be fined.

  

  Business Response

  Date: 11/16/2023

  Thank you so much for your review. I looked in to our system and have not been able to find any calls whatsoever from your number ( Please see the image attached). I did also confirm a confirmation email was sent to you ( maybe it is in your spam folder). We list our number and email on both our website and app , and we have chat available on our website as well. In addition you can also locate your reservation right from our website and app but creating an account and logging in . The reason the we reached out to you after you disputed was to get a better understanding of why you were disputing since we had no previous communication from you. We are truly sorry any confusion or frustration this has caused. 

• Initial Complaint

  Date:10/04/2023

  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.

  To Whom It May concern:I am a single mom of the, and I feel as.if I was robbed at daylight. I paid for a parking space on Sep 30th that did not existed near the airport *** in *******. I waa.goin on a week vacation with my **** son and my daughter. I purchase on their website, I paid $50, fo a 7 days parking. When we got there at 4:30 am of the 4th of Oct. A nightmare. They don't exist, it is a fraud.They did nor honor what we purchase, and I had ro spent more money to leave our car. I am asking some compensation on the headache and inconvenience that was caused, My son who is 12 yold got apprehensive and anxious because we almost missed our flight. I hope you can help me Thank you. Very much

  

  Business Response

  Date: 11/14/2023

  Thank you for reaching out to us. I did look in to your reservation and the parking lot you booked is in fact a operating lot. In fact is it one of over busiest lots in ******* , we successfully park hundreds of cars there each month. Sounds like you might have gone to the wrong place? Did you try calling the lot or way.com when you had trouble finding this location? Please let me know these details so we can further assist you with this matter as per our terms. 

• Initial Complaint

  Date:10/03/2023

  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.

  On 06/19/2023 I made a parking reservation at way.com. The reservation is from 06/23/2023 to 06/30/2023 at **************************. My confirmation number is OGI28109243 About 1 hour after making the reservation, I found that I need to change my flight schedule. So I call them at ************ for 1 hour with no one answering the phone. At the same time I also tried their online chat function to connect to their customer support. The "online chat" turned out to be a joke. It just kept on asking me to wait another 20 minutes for the next available customer service representative.I checked their refund policy which said "you can cancel any time before the check-in time for a full refund". So they need to issue me a full refund although I tried hours to reach them.Later I disputed the charge with my credit company with wellsfargo. But ********** rejected my dispute request saying "We are unable to obtain a refund on your behalf because the merchant has no record of your request to cancel".What a scam! You didn't pick up my phone or answering me with online chat and at the same time claiming with my bank that you did not receive any cancellation request from me!

  

  Business Response

  Date: 11/15/2023

  Thank you for your review. I did look in to your call logs and do see that you called twice on the 19th. The first call was just over 11 minutes long and the second was just under 4 minutes long ( please see the document attached that shows this directly from our call system). I don't see any chat records or emails from your end , I do however see that we emailed you on August 13th to understand why you were disputing so we could help resolve the matter , we also called you on October 8th and got your voicemail. We are sorry for the longer than normal wait times - if you are not able to wait which we fully understand please know that you can edit your reservation right in the app or send us an email. So that we can resolve this matter asap can you please let us know what dates you did park and what service you used to do so, as you mentioned your flight was not cancelled just needed to be changed. We are committed to getting this matter taken care of. Thanks !

• Initial Complaint

  Date:10/03/2023

  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 booked through WAY, for parking in ******* dates 9/30 - 10/13, they charged my CC $164, My wife arrived at the parking location @ 8:00 am but was told the lot was full, she ended up having to park @ the *************** so she wouldn't miss her flight. The cost was $47 a day, I had to drive back down to A/P (140 Miles RT) with a friend to pick up my car @ the lot so I wouldn't have to pay ****** to park. I just checked my CC statement & saw that they did charge me! I called Star ******* parking they said it was out of there hands because it was booked through Way.com. I called Way & was told that they sent out an email the morning of the flight stating that is was booked & referred me to another lot. #1 I never received any email and #2 I was already on the road headed to the airport. ******* at Way said that I had to send my receipt for the other lot before they will reimburse me. I'm sure he enjoyed my colorful words as I enjoyed spewing them out. As I can see with past reviews it is a common practice to overbook, I'm mad as h*** right now!Thank you, *****************

  

  Business Response

  Date: 11/14/2023

  Thank you for your review - I did confirm that your reservation was cancelled and refunded in full. I am truly sorry for the issue that happened and I want to be clear we do not ever oversell parking locations. I can understand why you or others might see it that way as you went to park and a spot was not there, but it is important to know that the parking lot has full control of the parking capacity and in rare instances customers might not pick up there car as per what the scheduled due to flight cancellations or delays or other various reasons. We urge the lots to inform us if this happens and in this case the lot did so we moved you to another parking location that could accommodate you and we reached out to you with the contact information you had on file. We are so sorry you missed this notification and still went to the lot which did not have space to accommodate you but please know that this was not something that was done on purpose - we truly value your business and never want you to have a bad experience like this. I do understand we have several reviews like this , as ever airline has several reviews that mention flight delays , cancellations etc - but please know that in comparison to the 6.5 million active customers we have this is a small fraction and a big misconception of what has actually occurred in this event. We are sorry about the frustration this has caused , please know we continue to work with our vendors to reduce the instances in which this happens by reducing their capacity if this comes up more than once even though this happening is not related to the vendor itself and rather to the customers who book etc.