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:07/12/2023

  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 booked ***************** through Way.com. ********* paring has so many negative reviews on Yelp and ******* However, from Way.com, bad reviews are hidden/ filtered out. ***************** in ******* crashed my car, does not provide pickup service as way advertised. No customer service from both way and ********* return my calls.

  

  Business Response

  Date: 07/19/2023

  Hi *****,

  Thank you for reaching out to Way, we're so sorry to hear about your recent experience with our partner. 
  
  We want to apologize for the damage to your vehicle and fully understand your frustration. Way is an online marketplace and does not operate vehicles on a physical level. Our team can only work with our partner to make sure these issues are handled accordingly.Our team has provided the information below so you can work with the parking lot directly regarding your concerns. 
  
  Unfortunately, Way cannot be held liable for any theft, missing items, lost keys or damages to customer's vehicles at our partnered locations. We ask that our users take precautions when parking at our partner's lots and always lock up any valuables in your vehicle during long term stays. Please reach out to your insurance provider regarding any damage claims. Due to unforeseen circumstances, *** has supplied the parking voucher and cannot be held liable when damage occurs outside of our control. We see the parking was fully used at this time, and apologize for the inconvenience this has caused you. Please visit ***************************************************************** scroll down to "Our Service Offerings" to find out more about our policy.  
  
  Thank you for reaching out to us, apologies we're unable to assist further on this issue. If there is anything else we can help you with, please do not hesitate to contact us. -Way Team

• Initial Complaint

  Date:07/10/2023

  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 made reservations for parking using way.com. It states on the page that reservations can be refunded in full. Later I had to cancel these reservations and I was not refunded, rather I was offered "way bucks" which is some sort of app credit. I have attempted to use up these "bucks" and purchased car wash tokens. One worked and additional ones did not work. WHen I attempted to call the number on the coupon I was on hold for 20 minutes before I got a person who said he would escalate my problem and someone would call me. Of course no one called me. They use deceptive practices to take your $ and and keep it even after offering free cancellation then offer no support and hide from the customer.

  

  Business Response

  Date: 07/19/2023

  Hi ****,

  Thank you for your review.  We are so sorry that you are dissatisfied with your parking experience.  We have escalated your issue and can assure you our team's priority is customer satisfaction as we take all feedback seriously. Are these the reservations from 14 months ago where you were issued the Waybucks? I see you were able to use these credits in June of 2022 and March of 2023. When you cancel on the app, the option is only a credit, but you can call us at the number below and we can look at options.   Please feel free to contact us at your earliest convenience at ************** for any and all issues.

  -Way Team

• Initial Complaint

  Date:07/10/2023

  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 bought this service on June 27th and requested a refund on July 9th. It was credited to me in their own "way bucks" so I called 3 times to get a cash refund. Every time I called I waited over an hour to get someone on the phone and every time they would start helping me they would disconnect the line. I made sure they had my cell number so they could call me back in the event of being disconnected. They never called me back on any of those occasions. All I want is a refund for the full $85 they owe me and they are making it impossible to do so.

  

  Business Response

  Date: 07/19/2023

  Hello *******,

  We are experiencing heavy call volumes at the moment, so sorry for the inconvenience; however, both of these reservations were refunded at the end of June.  Please let us know if you need additional help!

  -Way Team

• Initial Complaint

  Date:07/08/2023

  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 made a car parking reservation for 6/17/23 to 6/26/23 on June 15th through airportlax.com (way.com on the credit card statement) and they immediately charged my credit card in the amount of $140.23 and send me a confirmation #OGI28007917 listing UVP *** Airport Parking as the lot to park at. We arrived at the parking lot at 4:30AM to catch a 7AM flight. Attendant checked the confirmation and the paid receipt and said that the lot was full and refused for us to enter and to park the car. They provided us with a phone number to call but it just rang and rang and no one answered. All the attendants were standing around completely indifferent that we will miss our fight and then miss our cruise. If we missed the fight, it would completely ruin our vacation and we would have lost over $12K already paid for this trip. The attendants were no help at all. The customer service number provided does not answer calls: **************. I cannot explain the anguish you feel when you have to scramble to locate another place to park with the clock ticking away and the flight departure getting closer by the minute. Its nearly an impossible task at 4:30AM. How can a company get away with this over and over again? They are booking parking reservations at various parking lots without a guarantee that a parking space will be available at the location reserved. Their service is useless and their practice is criminal. This company needs to be investigated to the full extent of the law. I have submitted a dispute for the charges to my credit card.

  

  Business Response

  Date: 07/19/2023

  Hello ******,

  Thank you for reaching out to Way regarding your experience with our partnered location. 
  
  First, we would like to apologize for any trouble you had with our partner's location. Please understand that Way is only a third-party booking agent who do not own or operate any of the facilities on our platform. Our team will be happy to share this information with our partners so they are aware of the issue. Again, Way nor our partners are liable for missed-flights, or additional cost during a reservation. We ask all of our users to arrive well in advance before their booking starts so they are not inconvenienced by any delays going on at the lot facility.

  As this charge has been disputed, please reach out to our Dispute Team so this can be resolve as soon as possible.

  Again, we are so sorry for your experience,
  -Way Team

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20292885
  
  I am rejecting this response because:

  1. Way.com is in business as a booking agent for various parking facilities.  They allow for a reservation to be booked and paid for on their booking platform for parking locations that cannot accommodate these reservations on the given date, i.e.: parking lot is full.  Notification is not provided to the customer with any advance notice.  We learned of this fraud practice when we arrived at the parking lot and were rejected from parking at the reserved location.

  2. Customer is stuck and without the service that they paid for in advance.  Way.com nor the parking facility provide any assistance to relocate to another location or offer any help.

  3. Way.com states that they and the parking location partner are not responsible for damages to the customer for missed flights, extra charges incurred, etc., when they are 100% responsible for not rendering the service that has been paid for in advance.  Way.com for allowing for a reservation to be made and paid for on their platform for a partner location that has a full parking lot and does not allow for any cars to be parked there on the given day and the partner for accepting that reservation at the time of the customer's booking.

  4. Full reimbursement should be immediately issued.

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

• Initial Complaint

  Date:07/08/2023

  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.

  Paid for unlimited car wash service for three months. Was only able to use it 2 times. Every time I go to get car wash it's out of service app doesn't work out of wash chemicals. Called the business several times to get resolution and every time I get thrown in circle of Manager will contact me. Sent several emails and no respond. i would like assistance in getting full refund.

  

  Business Response

  Date: 07/26/2023

  Hello ******,

  Thanks for sharing your experience, as we understand your frustration with the ***************** You were refunded the full price of the subscription.  We are sorry for any trouble regarding your experience and this has been escalated to our internal ******************* team to investigate at this time. Please keep in mind, Way.com is an online marketplace and does not operate any of our partnered locations. We currently only serve as an online option for discounted car wash services and more.

  -Way Team

• Initial Complaint

  Date:07/03/2023

  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 a parking reservation for a garbage near *** at 2am before we were supposed to park there at 7am. My wife quickly saw that the garage we were supposed to park at showed a closing time on the web that was different than the one listed with Way.com, making it prohibitive to park based on our flight arrival. We quickly canceled, but never received confirmation of the cancellation. When we saw the charge of $150 the next day, we called and were told they would not refund us. Weve sent the documents showing the conflicting times, called the lot to confirm they never received payment for our parking from Way.com ** we never parked there. We did cancel before our reservation time but because of some glitch in their system, it didnt go through and they refuse to return money for a service that was not provided. We have tried to write them numerous time and they have been adamant about not refunding our money. This seems like quite the scam.

  

  Business Response

  Date: 07/19/2023

  Hello J -

  We have checked our email and phone system and see that we did receive a call June 10, but the reservation had already started on June 9.  As per our Terms and Conditions You can cancel the parking reservation any time before the check-in time for a full refund. Money back guarantee; "no questions asked. We apologize for this inconvenience. 

  -Way Team

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20267602
  
  I am rejecting this response because:
  We did cancel on June 9 before the reservation because the information on that parking garage was different on their site than another and it did not work for our flight times.  We didnt find out we were charged until the 10th when reviewing the credit card. We assumed it had been canceled when we DID cancel it on the app. 
  Sincerely,
  
  J Green

• Initial Complaint

  Date:07/01/2023

  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.

  Ordered parking reservation on June 13, 2023 for UVP ******************* for June *****, 2023 Order was confirmed, received email and text to mobile confirmation and in their app. Paid w credit card in advance.Reserv# OG127957352 When I got to the lot, they took one look at my Way reservation and refused entry. No explanation was given, they pointed to a sign to call Way at **************.No one answers at phone number, just an automated waiting queue.I've sent email to request a reimbursement $123.55 *************** but it's been over 7 days and no one was responded.

  

  Business Response

  Date: 07/19/2023

  Hi *******,

  First, we would like to apologize for any trouble you had with our partner's location. Please understand that Way is only a third-party booking agent who do not own or operate any of the facilities on our platform. I have checked our email system and see that our Agent asked for an alternate receipt from you on 6/27/23. Please provide that ASAP and we will be happy to review!  Thank you for your patience.

  -Way Team

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair 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.

  May 12, 2023 $42.48 Looking at the web page it appeared that **************** offered airport parking and shuttle service. on the way to the airport to leave, we called the hotel and they told us that they did not have a shuttle service. we could not use their parking and went to Park and Fly.I have had correspondence with Way.com and no satisfaction

  

  Business Response

  Date: 07/04/2023

  We have checked our email and phone system and see that we did receive an email after the reservation had already started.  As per our Terms and Conditions You can cancel the parking reservation any time before the check-in time for a full refund. Money back guarantee; no questions asked. We apologize for this inconvenience. 

  -Way Team

  Customer Answer

  Date: 07/05/2023

  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:06/29/2023

  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.

  On 6/28 searched *************** parking and found parking from 7/1-7/9 for $5.80 per day. I purchased the parking and AFTER the purchased the website way.com price gauged and charged $482. What company would charge $60+ per day for parking. Not even the airport charges that much. This is false advertisement, price gauging and fraud. I will also report this with the attorney General. On their website you can cancel but only to a credit. Because of the predatory practices by Way.com I want full refund or I will keep reporting this fraud. This is NOT right.

  

  Business Response

  Date: 07/04/2023

  We apologize for your frustration.This reservation was fully refunded 6/29/23, the day after you purchased the reservation.   We actually list all info/charges/fees prior to you entering any personal information. Your total price which is listed on the checkout page and confirmation page is calculated based on your specific check in and check out dates and may be different from the daily price listed on the search results page which displays the lowest daily price for the month.  Please feel free to contact us at ************** if there are any questions before submitting your reservation.
  -Way Team

• Initial Complaint

  Date:06/29/2023

  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 pay monthly for car insurance through Commonweath Casualty, and through them I have roadside assistance with a company called Way. So far, *** has really done a good job providing an app that shows when service will arrive, but last night... WOW! This company claimed they could not find service providers in my area and I had phone numbers for 2 companies that I use, so I called one company. On the phone, she told me no one had called all night! So I kept calling and gave the number so dispatch could call them. At the time I placed the call, I informed Way that I have a large vehicle and I would literally need a flat bed because it is large enough to charge my car. When the service provider came out, I could not believe they sent a "light service" vehicle. So I knew my car was not going to get the heavy duty charge that it needed. I called back to let Way know that and instead of them listening to me, ****** began arguing with me about what the notes said about the service provider and hung up. I kept explaining that the wrong type came out and I was not going to waste her time. I have been sitting out there all night with my young child and they kept getting frustrated with me! No care or compassion was shown at all in our time of distress and I am a paying customer! I was transferred and was still on hold with *******, a rep from the towing department who refused to answer any of my questions after telling her my phone signal is too weak to pull up the app, never returned to the phone the whole way home by cab. She told me there was a service provider, but when I asked who it would be over and over, she refused to answer. I had to get my child home finally we took a cab and left our vehicle at someone's business. ******* explained that my case has been escalated. But I am trying to understand if there was an issue with the jump start, why couldn't my call be changed to a tow so I could have my car brought home to safety? This is the worst service. Waited 4hours

  

  Business Response

  Date: 07/04/2023

  We apologize for the frustration that this caused you.  We partner with a company that is in charge of finding and dispatching the service vehicles.  Your account is entitled to 3 events per original subscription year for this plan. Each dispatch is a service.  If the jump start didnt work, and the car had to be towed (usually by another service provider), this would be two separate events. We are here 24/7-please reach out to us at ************ if we can help further.
  
  -Way Team

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20253262
  
  I needed to state here, because there was no room in the initial complaint, that we waited hours for your agents to put in a call to any area service provider and because I am from the area, I had the phone numbers to several tow companies, myself. After waiting and waiting for hours for service, I kept calling and getting ****** asking what was taking service so long. He had no answer so he gave me an 800 number, the specialized number. After calling to find out why service was taking so long to connect to a tow company, I reached out to two companies and they told me that my phone call to them was the only call they received all night?!!! SO that began the issue with the service. Then imagine our frustration when the wrong service vehicle comes out. I call back to the specialized number where I was transferred to ******. I will reach out to file a complaint on him separately as he needs customer service training again. He does not know how to help diffuse a situation with customers who are uncomfortable and irritated. I am rejecting this response because: Service was being attempted, but because initially ****** at intake did not place that I requested a flat bed because my vehicle was too large for "light service" which caused the issue which, when I called back no one was addressing. This oversite on the part of the agent has caused me to have to change from jumping my vehicle to requesting a tow as the hours went by. I see that you are trying to make that two separate calls, but the error was on your end and no one cares that my child and I sat out there waiting for service from 1:30 am to 5am when I gave up and took a taxi home to eat use the rest room and sleep a little and come back to handle this. By the time I came back, my car was towed. Do you even realize that I am still waiting on the supervisor to return my call as I was heading out the door to attend to my car but it was towed. So You all are leaving me still without my vehicle. So I am seeking impound and towing fees to be reimbursed.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/14/2023

  Thank you for much for your review and I apologize for the delay in response here. We are so sorry to hear about the experience you had , this is certainly not how things are suppose to go. To give you a better understanding Way.com in the technology behind the tow service system that Common Wealth uses. The app you mentioned loving is our product and we plug in to another vendors system and their network of tow truck drivers to provide you with any roadside service you may need. The likely reason the tow company you have used in the past was not called was because they are not apart of that network of providers. The way our system works is we get any information you give us about what you need over to this vendor and from their their system dispatches the job. I see the service provider missed the notes you gave where you mentioned needing a heavy duty vehicle to service your job. I also see that they marked your job as Gone on Arrival which means a new case would have to be created because they closed the case out stating they attempted to service your request and were told they were not needed ( it is clear that is because you were confident they could not help you with the request). Unfortunately when a case is closed out that way it does not prompt a new provider to come out. We truly apologize for the issue the service provider caused and the lack of quality service you received from our company. I believe this was already escalated with the team and resolved but if that isn't the case for any reason please let us know so we can further assist.