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:04/13/2023

  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 rented a parking with way.com on February 27th, 2023 and had it reserved for April 9th, 2023. When I arrived at my parking destination I was refused due to parking being full. I was not notified and had to scramble to find a parking as my flight was an hour away. This company ruined my vacation, I had to pay over 300% in fees booking another parking and transportation to airport. This is totally unacceptable and from what I read this has been happening to others as well. Somebody needs to do something about this company. Most flights are non refundable and can cause a nightmare for travelers like myself when parking was canceled without notice. I had to leave my car and in a non trusted parking lot for the duration of my trip and had that concern in my head throughout my trip. This company should be compensating for pain and suffering to say the least. Someone needs to do something about it.

  

  Business Response

  Date: 04/18/2023

  Hi *****,

  We are extremely sorry for the experience you had while using our service. Your reservation was cancelled due to a lot full issue by the lot due to unexpected flight cancellations and extended stay at the lot by vehicles which couldn't get moved to accommodate new ones. Unfortunately, we are updated with this information from the lot at the last minute. We are totally aware about the frustration and inconvenience this might have caused to you but please understand that we do not own or operate any of the facilities listed on our website physically. We always want to provide the best service for our customers but such mishaps spoils the opportunity to serve you in best terms. We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. Please reach out to our customer support team at *************** for further assistance in this matter. Once again we apologize for any inconvenience this may have caused to you.  Thanks for your understanding.

  - Way Team

• Initial Complaint

  Date:04/07/2023

  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.

  PLEASE STAY AWAY FROM THIS COMPANY!!!! I booked two weeks in advance. When I get to the hotel parking lot, I was advised by the front desk attendance that they are not accepting way.com because way.com has been negligent and did not pay them. This was less than 2 hours before my flight. I called and spoke to several people including a supervisor that never called me back as promised. Instead of rectifying the problem by paying the hotel, as suggested, the cancel my reservation without my authorization. Way.com takes customers' money illegal and cancels without authorization. DO NOT USE THIS COMPANY.

  

  Business Response

  Date: 04/13/2023

  Hi *******,

  We are extremely sorry for the experience you had while using our services. Thanks for bringing this to our attention. We have investigated upon this issue and found that there was a miscommunication between the lot and our concerned team who is handling payments. Unfortunately, we were not aware about such an incident going on and we have taken all the steps to rectify this issue as soon as possible. As it was a last minute intimation we never had an option other than cancelling your reservation and refunding you due to unavailability of nearby lots with similar facilities. However, we understand your frustration and inconvenience due to this issue and we always want to ensure the happiness of our customers in best possible terms. Once again, we apologize for the inconvenience caused to you and we will make sure that such incidents won't happen again in the future. As a gesture of goodwill, we would like to offer you a discount coupon that can be used multiple times on your future reservations with us which is WAY5. Thanks for your understanding and patience.

  Way Team

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19909921
  
  I am rejecting this response because: this business knew exactly what they were doing after they cancelled my reservation 30 minutes before my flight. I spent hours on the phone with them, they could have easily pay the parking lot instead they kept taking customers' money while not making payment to the hotel, according to the hotel themselves. They left me stranded, never notified me that they were negligent by not paying the hotel to use their parking lot. This seems very crookish to me. The only choice I had miss my flight which amount to thousands of dollars including hotel, car rental, etc or risk my car being towed. STAY AWAY FROM THIS COMPANY. 
  
  Sincerely,
  
  Ab Charle

  

  Business Response

  Date: 04/18/2023

  Hi *******,

  We understand your frustration and we apologize for the inconvenience caused. Please understand that we have a dedicated team for handling payments and they have a process to follow. It's not like paying immediately once intimated right away. There should be a communication confirming the same from the authority of the facility to our operations head. However, that was not happened and that's why it got delayed. Hope you can understand our positions in this matter and we will make sure to avoid such incidents in the future. Thanks for your feedback.

  - Way Team

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19909921
  
  I am rejecting this response because: they are now making excuses. Their behavior was reckless, unethical, and illegal. 
  
  Sincerely,
  
  Ab Charle

• Initial Complaint

  Date:04/07/2023

  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.

  Date of the transaction: March 29, 2023 Amount of the transaction: ****** Business purpose: Guarantee a functional parking lot to park my vehicle for a few days during my trip for a conference in *********** Nature of the dispute: I went to the parking lot they assigned me and when I get there, the doors are completely gated, the lot was empty and there was no attendant, so I had to drive long-term to park in ***, take the shuttles to the airport and as consequence, missing my flight to *********** for a conference where I was a speaker.Has the company done something to fix the issue: No, they claimed that they couldn't do anything because the cancellation should have been done before the check-in.

  

  Business Response

  Date: 04/10/2023

  Hi *****,

   

  We are sorry to hear about your experience at our partner's parking facility. Thanks for bringing this to our attention. Could you please share us with your confirmation number or email that you have used for the booking? We are unable to verify your reservation details at this moment without further information. Please note that Way is a third party online market place and we do not own or operate any of the facilities listed in our website physically. Please send us the alternate receipt of the other *********** have ended up with also so we can review it and get back to you. Once again, we apologize for any inconvenience this may have caused to you.

   

  - Way Team

• Initial Complaint

  Date:04/03/2023

  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.

  Parked at way.com lot, **************. On returning, attendant had locked my keys in the car. He then bent the doorframe retrieving them. Way.com offers nothing.

  

  Business Response

  Date: 04/10/2023

  Hi ****,

   

  We are extremely sorry to hear about your experience at our partner's parking facility. Please understand that we are a third party online market place and we do not own or operate any of the facilities listed in 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. However, we always value our customers and look into their issues seriously. We will try our best to make it right for you within our limitations. If you had a damage to your vehicle please share us with the police incident report. We will review it and get back to you.

   

  - Way Team

• Initial Complaint

  Date:04/02/2023

  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.

  Reserved and prepaid for a parking spot only to arrive and be told there were no spots at lot. This cause me to have to find an alternate lot at the last minute (for more money) and almost miss my flight.

  

  Business Response

  Date: 04/10/2023

  Hi ****,

   

  We are extremely sorry for the experience you had at our partner's parking facility. Please understand that we are a third party online market place and we do not own or operate any of the facilities listed in our website physically. We understand your frustration and inconvenience however, we do not intend to create any inconvenience for our customers as we value each of them on first priority. This usually happens due to a miscommunication from the parking lot's end or last minute updates without prior notification from them. We always strive to deliver the best service for our customers but unfortunately, such mishaps rarely happens and we want to make it right for you within our limitations. Could you please share us with the final receipt of the other parking facility you have ended up with? This will help us to avoid such incidents in the future by keeping it in our records and to get an approval from the lot to initiate a full refund for you. Again, we apologize for all the inconvenience you had and thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19887381
  
  I am rejecting this response because:
  
  

  1) I have both emailed the receipt and attached to this complaint.

  2) Regardless of what I ended up doing, you did not fulfill you service- the parking lot refused to accept my car.  Why do you or they need a copy of another receipt.

  3) How can you accept payment in full for a reservation and then claim no responsibility for fulfilling the service

  4) I expect of refund of the amount I needed to pay ($248.36) to get the service you were to pay.  Of course, if this goes to court I will expect much more.

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

  

  Business Response

  Date: 04/18/2023

  Hi ****,

  We are so sorry for the inconvenience caused to you due to the lot full issue. We are ready to refund you the amount that you paid us and as per our policy we need a valid alternate receipt to confirm the non usage of the lot as the facility couldn't pull up that information from their system. However, we see that the transaction has been disputed. Please note that once a transaction is been disputed, your funds will be held by your bank and we won't have any access to it until the dispute is dropped or the bank rules in favor to either party after ***** days review period. If you wish to work with us to resolve this issue without further delay, we would be happy to guide you through the next steps. Please let us know if you wish to work with us for a refund or to proceed with the bank review period so that our dispute team can get in touch with you with further information. Thank you.

  - Way Team

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19887381
  
  I am rejecting this response because I want to be reimbursed for what I had to spend to arrange last minute parking.   The whole point of prepaying parking is to avoid the aggravation and spend less money.  Way.com did the opposite.  And now the only thing they are offerings is to not charge me for their "service."  

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

• Initial Complaint

  Date:04/01/2023

  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.

  Way.com charged me an extra $80 oversized vehicle fee for parking my car in a garage I reserved through them. However, that oversized vehicle fee was never transferred to the parking garage. As a result, the garage also charged me the oversized vehicle fee again separately. I'm requesting the additional $80 that I paid to Way.com for the oversized vehicle fee back since it was never sent to the garage. I explained the entire transaction to way.com's customer service department in a detailed email and they advised that they would get back to me. After multiple follow-**** I have not heard back from ANYONE since.The original reservation amount for a normal sized vehicle for a weeklong reservation at the parking garage of ****************************************************** way.com was $256. After I clicked the green check **** for having an oversized vehicle, the amount went to $336 instead. I applied the existing Way Bucks credits I already had in my account in order to receive the total of $294.51.I included a sample reservation for the way.com representatives for the same garage for a week-long stay (Mon-Fri) for their reference in my email. Initially the total is $256. After I click the button for "Book Now", there's an option that says "This lot has vehicle size restrictions. Check the box if you drive an oversized vehicle." Once I check that box as shown in the sample reservation, the price goes from $256 to $336 instead.The parking garage did not receive the additional $80 they charged me and they charged it to me instead separately as shown in a receipt I provided to the way.com representatives.

  

  Business Response

  Date: 04/04/2023

  Hi ******,

   

  We are so sorry to hear about your experience while using our service. We see that the double charge for over-sized vehicle was already refunded to your account. Again,we apologize for any inconvenience this may have caused to you and we will make sure that such incidents won't happen again in the future. If you need any further assistance, please reach out to our support team at **************** Thank you.

   

  - Way Team

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19883175
  
  I am rejecting this response because: They only refunded me partially.  I paid a total of $80 additional and they only refunded me for $58.51.  For the amount of time that has passed, I should not only receive the full refund of $80, but at this point I deserve interest and compensation for the time I had to work on this complaint with the merchant.  I'm requesting a FULL refund of $80.  Not $58.51.

  Thank you TREMENDOUSLY for your tireless work on this BBB representatives!  I salute you!

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

  

  Business Response

  Date: 04/10/2023

  Hi ******,

   

  Please note that we have already initiated a refund of $80 as requested. It takes **** business days to reflect back on your card. Please reach out to our support team at ************ if you need any further assistance on this matter.

   

  - Way Team

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19883175
  
  I am rejecting this response because: *********** is now lying and providing fraudulent statements.  Please see the attached communication from Monday, Apr 10th where ****** from Way.com explains that a full refund has NOT been issued, and instead, they provided a partial refund and an additional credit for their services.

  I would like a FULL REFUND IN THE AMOUNT OF $80 that is owed to me.  I DO NOT INTEND TO UTILIZE THEIR SERVICES ANYTIME IN THE FUTURE!

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

• Initial Complaint

  Date:03/30/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Way.com listed my business and sold services from my business without my permission. I need my business to be removed immediately. ***********************************************************************************************************************

  

  Business Response

  Date: 04/04/2023

  Hi ****,

   

  We are extremely sorry for this listing on our website. Thank you for bringing this to our attention. We have already escalated this issue to our internal management team to investigate how this happened and the listing was also removed from our website. Again, we apologize for any inconvenience this may have caused.

   

  - Way Team

• Initial Complaint

  Date:03/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wish to Cancel my reservation. The company makes very difficult to cancel .The web site indicated that shuttle service was provided. On my confirmation, indicated that NO SHUTTLE is Provided. This is an example of a **************

  

  Business Response

  Date: 04/04/2023

  Hi ****,

   

  We are sorry to hear about your inconvenience while using our service. We see that your order has already been cancelled and refunded as per your request. If you need any further assistance, please reach out to our support team at **************** Thank you.

   

  -Way Team

• Initial Complaint

  Date:03/21/2023

  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.

  On December 17, 2022 I made a parking reservation close the airport for the dates of Dec. 23-Jan. 1. I accidentally booked two reservations on line because it looked like the first transaction had not gone through. However, unbeknownst to me at the time, I was charged twice. I did not realize this until I received my credit card bill. When I attempted to challenge what was clearly a duplicate charge with the parking company- the same site, same date, same credit card- the person I spoke with argued that I could have had two different cars to park, which is absurd. I disputed the charge with my credit card, but the parking company challenged the dispute with the same ridiculous argument (I have since cancelled this credit card and am no longer doing business with them).I am requesting a refund for the duplicate charge, which is $169. Please advise. Thank you very much, Sincerely, *************************** PhD ************

  

  Business Response

  Date: 03/24/2023

  Hi ******,

   

  We are sorry to hear about your experience while using our service. Please understand that Way is a third party online market place and we do not own or operate any of the facilities listed in our website physically. Also, we are liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. We see that you have made two different reservations at two different lots and paid in a different time. The first lot you have booked was ************* *********** Parking and the second one was PrimePark *********** Parking PREMIUM which are entirely different lots and booked around 3 days before your check-in date at two different times. The email you have used for the first booking, you misspelled the email as ********************* and that's the reason you never received a confirmation email from our end and for the second booking it was ********************. We have submitted all the evidences to your credit card company and that's how they ruled in our favor. Unfortunately, we are unable to offer you any refunds for these errors and also our customer support team has reached out to you on January 4th and you never replied back. We are unable to consider your request for a refund after these months as the lot was already paid from our end and if we cancel they will charge us for that spot. Hop you can understand our position in this matter and we are sorry for any inconvenience this may have caused.

   

  - Way Team

  Customer Answer

  Date: 04/04/2023

  I am not at all satisfied with the merchant's response to the complaint as the response is comprised of inaccuracies and excuses. First, the two reservations in question are in fact for the same lot on the same day at the same time, which is why the double reservation is obviously an error, a duplicate due to a technical glitch. Secondly, I responded to the correspondence from the dispute department just as soon as I saw it in my inbox. The timing should not be an issue.
     I would like to continue with this complaint until it is resolved, i.e. until I am issued a refund for an obvious, duplicate reservation.
  

  
  

  

  Business Response

  Date: 04/10/2023

  Hi ******,

   

  We have reviewed your request for a refund again and submitted for reconsideration. We will get back to you as soon as we get a response from the concerned department to verify if it's a glitch. We apologize for the delay here and sorry for the inconvenience. 

   

  - Way Team

• Initial Complaint

  Date:03/18/2023

  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.

  On 2/13/23 I booked parking through my way.com app for *************** *** Airport Parking and was scheduled from 2/18-2/25. I arrived at approx 5:30 AM on 2/18 and the parking lot was full. I left this lot and then hastily booked the Tangram *** Airport Parking on this same app, as I was running out of time to catch my flight. When I arrived at Tangram I learned that although it is identified as "*** Airport Parking" on the app, they did not offer shuttle services to the airport. I then left and drove to the airport and parked in short term parking as now had limited time and concerns about missing our flight. I paid way.com $173.22 for the initial parking at ***********, which was unavailable. I paid way.com $84.06 for the parking at the Tangram, which was poorly represented as airport parking, but did not have a shuttle available. Albeit, upon closer observation and reading the details, they do not specifically say there is a shuttle at this location. This is probably my error but I was in a rush and under stress to get to the airport having lost substantial time at *************** and then searching and traveling to another site. I then had to pay $480 to park at the airport. Later than morning, when I had time at the airport I emailed way.com, told them of the issued I had and asked them to cancel my 2 reservations and to refund me. That evening I received a response from them saying that they could not refund the cost of the ************* as they are not liable for the lack of shuttle issue. They asked me to provide my receipt for the airport parking that I paid and said they would review and get back to me. I let them know that I would only receive a receipt when I exited the lot on the 25th but that I would send then. On February 26th I sent them a copy of my receipt and asked that they confirm I will receive a refund. I followed up with them on March 4th and again on March 7th but they have never responded.

  

  Business Response

  Date: 03/24/2023

  Hi *****,

   

  We are extremely sorry for the experience you had while using our services. Thanks for bringing this to our attention. We are so sorry for the delay in responding to you as we didn't notice that the agent who have handled your ticket is no longer working with us. We have refunded you the full amount back on your  card for the reservation OGI26537935 and that will be reflected in **** business days. But unfortunately, we are unable to refund you the other reservation due to shuttle issue because it was clearly mentioned in our website and app that this lot doesn't provide a shuttle service and we have attached a screenshot of the same for your reference. Please understand that we are liable to pay to the lot for each spot allocated to our customers as per the contract we have with them and any cancellations after the check-in time apart from any facility issues cannot get approval from the lot for a refund and they will charge us for that space if left unused. However, we totally understand your frustration and we always look into our customer's issues seriously. We sincerely apologize again for the inconvenience caused due to the delay in response from our end. We will make sure that such incidents won't happen again in the future. As a gesture of goodwill, we would like to offer you a discount code which is WAY5 that can be used for your future reservations with us. Thanks for your understanding and patience.

   

  - Way Team