Complaints

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

close

Find a Location

Way.com has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/12/2023

  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.

  The date of the transaction was August 11th. I booked a parking pass with the knowledge that should I need to cancel and have that money refunded, I would be able to do so. The cancellation policy for the park I picked even says that you can cancel anytime before the start of the reservation - money back guaranteed with no questions asked. I contacted Way through email and phone. The phone line was of course busy every time I tried it. My order number is OGI29151447. I would like a full refund as promised through their advertisement.

  

  Business Response

  Date: 08/31/2023

  Hi *******,

  We see that your reservation was cancelled and refunded back to your card on August 13th. If you need further help regarding this matter, please reach out to our customer success team at **************** Thank you.

   

  - Way Team

• Initial Complaint

  Date:08/11/2023

  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.

  July 30, 2023 ***** for parking $146.78 for towing I edited the original reservation to reflect the vehicle we were parking; changed our mind which vehicle to park in the lot. Edited the reservation 2 hours before we parked the vehicle. We parked the vehicle at 8:30 and it was towed at 9:32. The reservation allowed me to edit the vehicle as you can see from the reservation it matches exactly the vehicle towed. I contacted customer service and they said, "we don't show anything in our system that you updated the new license plate number". How can that be? My reservation which is attached matches exactly and I sent them a copy of my reservation. I asked WAY to review the documents I have attached and inform me what doesn't match. I haven't heard anything from them in 3 days. They are not responding to my emails. I don't know how their system doesn't show what my reservation account shows. Even to this day my app shows the following information. I do not know how to proceed and find the lack of ability to talk to someone for an explanation frustrating.

  

  Business Response

  Date: 08/31/2023

  Hi ****,

   

  We are extremely sorry for the experience you had at our partnered location. Please understand that Way is an online market place and we do not own or operate any of the facilities physically. We see that your case was escalated to our concerned department for investigation and we are still waiting for an update from the parking facility. Their initial response was there were limited spots for customers and that might be the reason they have towed your vehicle. We have asked them for further clarification on this issue and awaiting their response to initiate a refund for you. Again, we apologize for the inconvenience caused to you by this issue and we look forward to a hassle free experience in the future. If you need immediate help, please reach out to us on ************.  Thanks for your understanding and patience. 

   

  - Way Team

  Customer Answer

  Date: 09/04/2023

   
  Complaint: 20458300
  
  I am rejecting this response because this information is incorrect and seems to be a random excuse.  When I parked my truck the lot of approximately 15 parking was completely empty.  In addition when I went to get my vehicle the following morning at 8:30 am there was maybe 1 vehicle parked in lot.  This lot was never full or even close to full.  When I spoke to Way several times following this incident I was given a completely different response.  I don't understand how a company can continue to make up excuses for a service they offered to me and failed to deliver.  I paid for a service, kept my reservation updated and accurate, and put my trust that WAY could deliver on their end.  Way has continued to ignore my emails and has never followed up with me despite my request for escalation and a more thorough review.

  Sincerely,
  

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

• Initial Complaint

  Date:08/11/2023

  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 booked a parking spot online using their reservation service prior to air travel. I arrived at the place and they said they did not have a reservation for me. I insisted I had made one but when I gave them my reservation they said it wasn't there. Assuming if it wasn't there it didn't go through, I made a new one. When I made a new one, they way.com DOUBLE CHARGED ME. Not only that--my original DID go through. So when I got back from my trip I had gotten charged 3 TIMES for only ONE USE. I filed a complaint through my credit card company ****** and they said way.com proved that I had submitted three charges for only one use. My flight itinerary was for 5 days and I can only drive on vehicle. How/why would I have gotten charged three times??? I called up way.com and they were COMPLETELY UNHELPFUL. Also, their customer service wrote illiterate emails back to **** plan on following up with my lawyer. This place has an F rating for a reason. STAY AWAY FROM WAY.COM THEY WILL STEAL YOUR MONEY.

  

  Business Response

  Date: 08/31/2023

  Hi *********,

   

  We are sorry to hear about your experience while using our service. Please note that Way is an online market place and we do not own or operate any of the facilities listed on our website physically. We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. Hence, our refund policy doesn't allow us to process any refunds after the check-in time due to any personal reason of the customer including a mistake. If we initiate a refund without the facility's approval after the check-in time, they will charge us for that space. We need the approval of the facility in case of special instances like a medical issue or other genuine circumstances to initiate a refund. However, in your case it seems to be a mistake when you added your orders in the bag you might not have noticed there are multiple orders and then proceeded to check-out. Also, our dispute department reached out to you to resolve the dispute before the bank's decision but unfortunately, you didn't wish to resolve with us so we advised you to wait for the usual bank review period of ***** days. Once the bank rule in either parties favor, we need to proceed accordingly. If you have won the dispute, you would have received a refund from your bank. But your bank has ruled in our favor based on the evidence we submitted and the case has been closed as won. We sincerely apologize for the inconvenience caused to you by this issue. If you need further help or clarification regarding this, please reach out to us on ************. Thanks for your understanding.

   

  -Way Team

• Initial Complaint

  Date:08/08/2023

  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 have booked a parking spot outside ****** ****************** for 4 days starting from 07/15/2023 - 07/19/2023 through way.com. i have paid $86.32 for the parking upfront. Way.com booked a parking spot at ************* ****************** parking. When I reached the parking spot, it was full and a notice board asked me to contact the booking company for a refund since they were full.I had to rebook another parking at a higher rate, $146.00 and continued my travel. Upon return, I have reached out to way.com for a refund. Upon sending emails twice, I was asked by ****** from way.com to send the receipt of my second parking which, I did on 07/24/2023. After that email I haven't heard anything back from way.com about my refund. I sent a reminder email on 08/03/2023 and no response from way.com as of yet.I appreciate BBB to force a refund of $146 from way.com since they did not honor their original parking agreement that resulted me to pay a higher price for my parking.

  

  Business Response

  Date: 11/14/2023

  Thank you for your review and I apologize for the delay in responding to this matter. I want to point out that the reciept you attached here is for an apartment lease and not for parking. We were made aware that the lot was not able to accomidate a few customers due to some flight cancellations that created an issue with some guests overstaying their parking reservation but it was only a few guests that were impacted and those customers were refunded and the rest of the customers were able to park that day. Can you please send me your alternate reciept of where you parked instead so we can issue a refund for the parking reservation. We just need to confirm that you were one of the customers who was not able to park rather than once of the customers who was able to park that day. 

  Customer Answer

  Date: 11/28/2023

  Please see attached requested receipt 

  

  Business Response

  Date: 12/12/2023

  Hi ***********,

   

  We are extremely sorry for the inconvenience and delay you have experienced by our partnered location. Please understand that Way is an online market place and we do not own or operate any of the facilities listed on our website physically. Unfortunately, your previous email were left unnoticed as the agent ****** marked it as archives and he no longer work with us since July. The lot full issue is actually a contract breach by the parking facility by overselling their spots. We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. This incident is a late notice for us however, from our end we want to make this right for you as a valuable customer. We have initiated a refund of the amount you have paid to us which is $86.32 and that will be reflected on your original payment method in **** business days. If there is anything else we can help you with, please contact us on ************ or **************** Again, we apologize for the inconvenience caused to you. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:08/07/2023

  Type:Order 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.

  Paid for valet parking in a locked garage in *************. When we arrived there was no one there. Tried calling the number multiple times and no answer. We had to leave and find another place to park before our tour left. They refuse to give us a refund. Contacted the credit card company.

  

  Business Response

  Date: 11/14/2023

  Thank you for your feedback , I looked in to the case and see there was a miscommunication regarding what happened at the parking lot. I do see that you were refunded in full back in August. Sorry for the delay in getting back to you here. If you need anything else please let us know. 

• Initial Complaint

  Date:08/07/2023

  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.

  When browsing prices on way.com for parking near *** I found a place that was listed as starting at $8.49 so I clicked to book the parking and a page with a place for credit card info was displayed with the actual price being charged hidden behind a menu that was closed. This is meant to trick people into thinking the price is very low and charging more. I only noticed I was charged $67.80 when I was looking at my bank statement. And they claim you can get a refund from 24 hours of the reservation but they didnt disclose that it would be a refund into a useless credit.

  

  Business Response

  Date: 08/25/2023

  Hi ****,

   

  We are sorry to hear about your experience while using our service. Please note that the prices listed on our website are the lowest rate available on that date and is subject to change as per the availability of the lot. However, your total price will be shown with all breakdown on our website and app before proceeding to check-out. The customers can cancel their reservations any time before their check-in time or as specified by the lot in their refund policy. If a customer cancels a reservation online, they will be getting Waybucks credit as refund immediately to their Way account so they can use it immediately for their next reservation in case of any changes. Customers can reverse it any time back on their card or request a refund by calling or sending us an email to **************** We also see that your reservation was refunded back on your card and it will be reflected in **** business days. If you need further assistance, please reach out to our support team and we will be happy to help you. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:08/06/2023

  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.

  Purchased airport parking from way.com my confirmation email did not have the price I paid listed and was worded very strangely with all the terms and conditions. Emailed the support and Called way.com and no one answers the parking phone line only the insurance and they are of no help. I checked my bank account and was charged a higher price than the rate originally said. This company is super shady. I put a fraud case on it and closed my card due to not knowing If this company is just a bunch of scammers and will try and use my card.

  

  Business Response

  Date: 08/25/2023

  Hi *****,

   

  We are sorry to hear about your experience  while using our service. Please note that Way is a third party online market place and we do not own or operate any of the facilities listed on our website physically. All the information including prices are provided by the concerned lots itself. We are providing the lowest rate available and sometimes it advertises the starting rate per day. For example, it shows "From $5 a day". However, this rate is subject to change as per the availability of the lot and rates can go high and low as per the dates selected. We also provide full visibility to our final price before proceeding to check-out. The same information can be accessed from your Way app as well under your profile. If you wanted to cancel the reservation due to any reason, you just need to reach out to us through a call or email before your check-in time for a full refund even without asking any questions. But unfortunately, we are unable to refund any reservations after the check-in time as per our refund policy because we are also liable to pay to the lot for each spot allocated to our customers and if that remains unused they will charge us for that space. We hope you can understand our position in this matter and we apologize for any inconvenience this may have caused to you. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:08/03/2023

  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.

  On November 2023, I was leaving ******* to go to **************. I was trying to find parking so I could leave my car instead of using a lyft. So I found way.com online. Fill out for a parking at Hilton garden ********* by ****************************************, then about 30min later I realized I wouldn't be able to make it, so called the hotel and to inform I would be late but they said they does not do business with way.com.so on the same page where it confirms you have paid it says CANCEL. So I hit cancel to cancel the order, and went about my business 3 days later I received an alert that way had charged my card $75+ which was crazy because not only did I canceled the order but I never even went to give my car information at the hotel parking lot. So I called way.com and to my surprise they told me that I would still be charged because if I wanted to canceled instead of hitting canceled I was suppose to call them. Even though nothing on their website stated that you needed to call to further cancel. If that was the case why would they give the option to cancel after paying. Called my bank and they weren't able to help I was scammed and I want my money back plus a apology and for them to stop playing about these places for parking when they don't even work with them

  

  Business Response

  Date: 11/14/2023

  Thank you so much for taking my call tonight. As I mentioned on the call I was not able to look up your reservations with the information you included in this review but I was able to get the information from you on the call. The reason you weren't refunded back to your credit card after cancelling your reservation is because you selected waybucks as your refund method - which is our Way.com Credit system. This is also why the bank denied your dispute because you had to check the box that said yes I want the waybucks refund confirming you would get a way credit NOT a credit card refund. As a one time courtesy I have switched your refund to a credit card refund and the amount will appear back on your card in 5-7 business days. I hope you will consider using us again in the future , we truly value your business. 

  Customer Answer

  Date: 11/18/2023

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/01/2023

  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.

  I have booked parking near ****************** airport in March 16 2022. There was an issue with parking not being available and I had to spend $294 extra for a last minute parking somewhere else before flight. It has caused huge stress for my family before our international flight. After long fight with way.com I was offered on the April 25th 2022 44k of waybucks( Way.com credits) for my lost money and inconvenience. Which I agreed to as a gesture of good will for way.com.Unfortunately these waybacks expired after a year. My issue is that I was never notified that these would ever expire. Neither in the email nor in phone conversation with Senior way.com manager. After taking it back to way.com at the beginning of July 2023 I was told they can do nothing about it. Way.com states it was my fault I did not use them. I disagree. In original issue i was very lenient for way.com and did not demand actual money refund.I showed huge consideration and I still use way.com. In return way.com tried to deceit me again. Kind regards *****************************

  

  Business Response

  Date: 11/14/2023

  Thank you for taking the time to bring this to our attention. As a courtesy we have readded the 44k worth of waybucks to your account. Please note they do expire in one year from today 11/14/23 but they can be used for any of the products on our app. We apologize for the issue you had and we will work to make sure this doesn't happen again in the future. 

  Customer Answer

  Date: 11/15/2023

  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/01/2023

  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 reservation. Entered wrong date. Website would not let me change date. I called 5 minutes later to change and was told I could not change. Asked for a refund and hung up on. Horrible company. Want a refund.

  

  Business Response

  Date: 11/14/2023

  Truly so sorry to hear about the service you recieved from our company after you made an error when booking. I do see you contacted us prior to the start time so we should have been able to cancel the reservation for you so you could rebook. I do see you contacted your bank regarding this charge and you were given a refund of $20.64 which is a portion of the refund. If you need anything else from our end to resolve this issue please let us know.