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:06/27/2023

  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 booked a parking spot on their website and paid $123.30 with my credit card (Confirmation #OGI27393220.) Their policy says I can cancel anytime up to the hour the reservation starts (10 AM on 6/13/23). Then one day before the start date, I needed to cancel. I logged in to my account on their app but did not find a link or button to cancel. I then called them repeatedly but nobody answered. I emailed them at *************** asking them to cancel and requested them to refund and as of today 6/27/23, there is no response from them.

  

  Business Response

  Date: 06/28/2023

  Hello
  We apologize for the frustration this reservation has caused!  We are experiencing higher than normal wait times on the phone, but you can always email us or reply to your confirmation email. The refund has been processed, please allow 5-7 business days to process.  Look forward to serving you again soon!

  -Way Team

  Customer Answer

  Date: 06/28/2023

  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; pending the full amount of refund credited to my credit card account.
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:06/27/2023

  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 charged me for parking at a ********* parking lot, and the amount charged was approximately three days of charges as compared to the parking lot business posted prices. My flight was delayed two hours due to weather and when I retrieved my car two hours after expected, the parking lot asked me to pay for the 19 hours I was parked directly to them. Because I had to exit the parking I obliged but contacted Way.com and asked why I was being charged over $70 for less than two days of parking when the posted daily amount was $14.Way.com stated that because I was two hours late, I was expected to pay the parking lot directly, as well as the $52 I had paid way.com in advance!I would like to be reimbursed for the charges that the parking lot assessed on me directly since that money was already paid to way.com If parking for 24 hours is only $14, then me arriving two hours later than expected should still be covered since more than five hours remained until I approached 48 hours parked! I feel it is very deceptive for way.com to have ads posted showing $14 daily rate to then turn around and say, because you arrived two hours later than you said, you are required to pay the parking lot directly as well as the assessed fees to Way.com

  

  Business Response

  Date: 07/04/2023

  We apologize for the frustration this reservation has caused! While Way.com does not own or operate any of the locations on our website, we always want to make sure you are getting the best service possible. The amount that was paid to Way is for the time you booked, and any overages are subject to additional charges as per the lot.  This is a lot policy not a Way.com policy and you would need to contact the lot directly if you are upset with the additional amount they charged. Have you tried to reach out to them?  Please let us know if we can be of further assistance.
  -Way Team

• Initial Complaint

  Date:06/22/2023

  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 website falsely advertises really low prices and once it collects your payment information, it charges you hundreds of dollars with no way to cancel the transaction. They are scammers and I want a full refund immediately.

  

  Business Response

  Date: 06/28/2023

  Hello -

  We apologize for your frustration. This reservation was fully refunded on 6/21/23.  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:06/16/2023

  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 2 reservations for parking in NY. I telephoned to cancel these as plans changed. Way.com website that they understand plans change and reservations are cancellable up until scheduled arrival time. . I cancelled both reservations on a telephone call. I was offered waybucks but not money back. I emailed agent and ****** told me I could get money back, though this was a back end process that could take **** days. Recently checked credit card and 1 reservation was refunded, the other not. Called about this and after holding 25 minutes, agent told me I needed a transcript of call. He then said it was too late to receive refund. Informed him that the emails about the date indicate it was a week in ************ hung up on **** would like the refund I deserve from complying with way.comrules.

  

  Business Response

  Date: 06/27/2023

  Hello **,

  We are sorry to hear about your experience, upon checking our system, the second unused reservation was refunded on 6/16/23.  You should see this in your account very shortly.  Please reach out if there is anything else we can help with.

  -Way Team

• Initial Complaint

  Date:06/16/2023

  Type:Billing 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 used this service for airport/hotel parking and booked a day prior to my flight. I did not receive ANY confirmation email (either in my spam or inbox) as to the location that it was booked through. On the day of the flight I arrived at the location the parking was supposed to be at, however they had no record of a reservation. At this point I had to book directly from the hotel since I needed to make the flight. I noticed later that day the original fee through Way.com was charged to my account along with the new charge. I then emailed Way.com and since have had no reply. I tried calling multiple times where it went directly to music with no message that I will be connected to an employee. I question whether this was even a number to the company -************ since I waited hours online and never had any contact with a human. Very disappointed with this company and will be sure to not use them again when directed to a third party.

  

  Business Response

  Date: 06/27/2023

  Hello-

  We are so sorry that you didn't receive your confirmation.  A full refund has been issued, you should receive in 5-7 business day.  Our phone number here is ************ and make sure to download the app, that way you can see your confirmation right way.  

  Customer Answer

  Date: 06/27/2023

  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:06/16/2023

  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 6/14/23 I went online through Way.com to schedule parking near ***************. We were supposed to park at ********* park on Narcoose Rd in ******* on 6/15/23 through 7/19/23. We were to shuttle to the airport. The total cost was $195.99. Order Number OGI27989424. When we arrived at *********** we were told they were no longer taking customers from way.com. They had no room. They were full. They told ** to get a refund from Way.com. I tried calling Way several times to get the refund process sssrted to no avail. No answer. Just music played for 30 minutes each time. I would like to register this complaint against way.com so that I can get my refund. Please let me know if you need further information.

  

  Business Response

  Date: 06/23/2023

  Hi *****,

   

  We are extremely sorry for the experience you had with 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. We also have higher than normal wait times these days due to high call volume. However, we see that this transaction has been disputed and the charges has been kept on hold by your bank. It takes ***** days for your bank's decision that rules in either parties favor. If you wish to get a quick resolution by working with Way, please reach out to our dispute team at *************** or ************. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 06/23/2023

  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.
  
  ***************************************************

• Initial Complaint

  Date:06/15/2023

  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.

  " Cancellation Flexible. You can cancel the parking reservation any time before the check-in time for a full refund. Money back guarantee; no questions asked! "Way.com Makes a very bold statement about MONEY BACK GUARANTEE !NO QUESTION ASKED ! YOU CAN CANCEL BEFORE CHECK IN AND RECEIVE FULL REFUND !Yet when you go to cancel your reservation, you can't see any way to do it. There is no way to cancel this reservation. You leave messages, and no reply.This is a fraudulent statement made by Way.com The business is engaging in consumer fraud.

  

  Business Response

  Date: 06/23/2023

  Hi A Rezai,

  We see that your request for a refund via chat has been initiated by one of our representatives. We hope your issue is resolved and if you need further assistance please reach out to our support team at *************** or ************. Thank you.

   

  - Way Team

• Initial Complaint

  Date:06/15/2023

  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.

  I booked an airport parking on way.con on June tenth 2023, for my trip to ******** . June ***** . When I get to the parking lot at around 2:30 am on June 12.They said they dont accept way.com reservations at that time . So I call way.com the lady couldnt do anything ,she said she will talk to the parking company but never get back to me . I end up parking at airport . But way.com didnt want to refund my money . I call them today after I come back from ******** but nobody ever pick up the phone . I want my money refund . My reservation number was #OGI27886795. They want me to send the receipt of where I end up parking . But I dont need to share that with them . And they already know the parking lot (which is in the picture ********* *** airport parking) wont take my reservation.

  

  Business Response

  Date: 06/23/2023

  Hi Hao,

  We are extremely sorry for your experience with our partnered location. Please understand that Way is only an online market place and we do not own or operate any of the facilities listed on our website physically. We are given spaces at these facilities and inventory as our system only allows the amount given to our team. 

  If there is an issue with the reservations being overbooked, then it's an operational issue with our partner. Normally, if you can provide with our team with a copy of the receipt for the alternate parking, we can get you refunded for what you have paid directly in our system. However, I see in your email system that you ended up going home and taking an Uber to the airport. The receipt would have sufficed, but now this airport parking charge has been disputed and we have no access to the funds when a dispute has been filed with your bank. Please reach out to our Dispute team at ************ and we will make every effort to make things right!

   

  - Way Team

   

• Initial Complaint

  Date:06/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I previously lodged a complaint regarding this matter, and way.com assured me that a refund would be issued. Consequently, I closed my previous complaint. However, despite their assurance, I have yet to receive the refund as promised. Furthermore, my dispute with the credit card company regarding this issue has also been rejected. Therefore, I am kindly requesting way.com to promptly address this problem by either refunding my parking fee or fully reimbursing the expense I incurred for the Uber ride, which was a direct result of the unavailability of the shuttle service. ----------------When I booked the parking, it clearly stated that a shuttle service to and from the airport was included until 11:30 pm every day. However, upon my return on April 23, I called the hotel for shuttle service at 11:07 pm (which was within the time frame provided on their website) and was told by the front desk staff that the shuttle service was not operational to pick me up, forcing me to spend an extra $20+ on an Uber ride.What was particularly disappointing was the attitude of the front desk staff. She claimed that the hotel was not responsible for the shuttle service and refused to reimburse me for the additional expense. She even suggest that the shuttle was only for hotel guests, not customers who booked parking. I found her unprofessional and irrelevant comment about being a first-generation immigrant particularly offensive and unnecessary. As a paying customer, I did not appreciate being treated in this manner, and I expected a level of service and respect that was clearly not provided.

  

  Business Response

  Date: 06/20/2023

  Hi Yasu,

   

  We are sorry for your experience and we regret to inform you that a refund cannot be approved at this time. Also, the dispute is still under review by your bank and not ruled in any parties' favor yet. So we recommend you to wait for the bank's decision in this case. If you need further assistance, please reach out to ************ and we will advise you with the next steps. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20179167
  

  I kindly request further clarification and explanation for the refund denial. Previously, you had assured me that you would contact the hotel and initiate the refund process. Unfortunately, I did not receive any further communication or updates on the progress of this matter. Despite filing a second complaint on BBB, your response was brief and did not provide any substantive information or justification for the refund denial. Without such information, it is difficult for me to understand the reasoning behind your decision and evaluate its validity. I kindly request that you provide detailed reasoning for the refund denial.
  
  As an alternative solution, I would also be open to accepting reimbursement for the Uber expense incurred due to the hotel's fault. It is important to emphasize that my intention is not to engage in prolonged disputes or unnecessary conflicts. However, I firmly believe that the circumstances surrounding the unfulfilled promises and lack of satisfactory customer service warrant a fair resolution. I kindly request that you demonstrate your commitment to good customer service by considering either a full refund for the charges in question or reimbursement.
  
  Thank you.

  Best regards,
  Yasu

  

  Business Response

  Date: 06/27/2023

  Hi Yasu,

  We have submitted your Uber receipt to our review team for approval but unfortunately, as it was not in your name it was rejected initially. However, our dispute department stands  maximum in favor to our customers. Though shuttle service issues are not incurred by Way.com, as a valued customer we would like to offer you a credit refund which is equivalent to your Uber charges that can be used for your future reservations with us. If you wish to proceed with the same, please get in touch with our dispute department and they will guide you through the next steps. Thank you.

  - Way Team

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20179167
  
  Hi,

  Thank you for your response. I appreciate your efforts in addressing the issue. However, I must emphasize that I would prefer a refund in the form of a check rather than a credit.
  
  While I understand that shuttle service issues may not be directly caused by Way.com, it is important to note that the promised shuttle service was a key factor in my decision to book with the hotel through your website. The inconvenience I experienced, along with the additional expenses incurred due to the unavailability of the shuttle service, has left me dissatisfied with the overall experience. Given the circumstances, I kindly request that you provide a refund via check for the amount equivalent to the Uber charges.
  
  I remain willing to collaborate with your dispute department to expedite the process and provide any necessary information or documentation required to facilitate the refund. I value your commitment to customer satisfaction and trust that you will consider my request in light of the circumstances.
  
  Thank you. I look forward to a positive resolution.
  
  Best regards,

  Yasu

• Initial Complaint

  Date:06/12/2023

  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.

  I booked parking through way.com on 6/8/23 that advertised a free airport shuttle for $52.33. I arrived at the assigned hotel on 6/9/23 2 hours and 30 minutes ahead of the flight. When I went to the hotel to ask about the shuttle, the man said there was no shuttle. We left and went to airport parking. When we reached out to way.com for a refund, they said that because the shuttle service is complimentary that they were not responsible for it and there was no possible refund. No reasonable person would separate the shuttle from the overall parking package for airport parking. Additionally, way.com never sent a receipt for the transaction or confirmation or any communication that the shuttle was not available.

  

  Business Response

  Date: 06/20/2023

  Hi ******,

   

  We are so sorry to hear about your experience due to our partner's shuttle service. Please understand that Way.com is an online market place and we do not own or operate any of the facilities listed on our website. All the information provided in our website are by the concerned lots itself. We see that it was already updated in our website and app as shuttle service has been suspended by this facility for safety purposes (please see attached screenshot). We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. Shuttle service is complementary to all bookings and is provided directly by the lot to the customers. Unfortunately, as the shuttle information is already provided in our website and app, you always have the option to go for another one if it doesn't meet your preferences. So a refund is not possible from our end for shuttle issues. We apologize again for the inconvenience this issue may have caused to you. If you need further assistance, please contact our support team at *************** or ************.

  - Way Team