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:04/17/2023

  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 Monday, April 3rd, 2023. I had a reservation booked, confirmation #OG126513722 at 12:30pm for my car to be left at the 150th *********** Parking Lot #3 at ********************************************************************** parking facility. This reservation cost me $80.21. Upon getting there, that address belongs to a ******* facility that was completely closed with no access to anyone. I asked around and went to different places around the area and no one knew what I was talking about. I kept calling the number that is on the way app that is supposed to be for the parking shuttle ************ which had an answering machine picking up which I left a message at a few times but no one called me back, till this day. I even called the customer service number ************ but they kept me on hold too long and I needed to hang up and make a decision about what to do with my car immediately. Long and behold I had to leave to *** and leave my car in one of the airports long term parking which I paid $203 for. I also almost missed my flight as you know one is supposed to be in the airport at least 2 hrs prior to your flight. I have emailed customer support several times back and forth and have been told the policy is getting a refund when you cancel 24hrs before the reservation. I understand that but I wouldnt have needed a refund if the place existed. There was no parking facility at that address.

  

  Business Response

  Date: 04/25/2023

  Hi ********,

  We are sorry to hear about your experience while using our service. Thanks for bringing this to our attention. We have tried to reach out to the lot to investigate upon this issue but unfortunately, we couldn't get through. Could you please share us with the receipt of the alternate *********** have ended up at? We will review it and get back to you. Thanks for your understanding and patience.

  - Way Team

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19939340
  
  I am rejecting this response because: there is no resolution indicated to rectify my request. I have attached the receipt I received from *** parking facility. This transaction was done by *********** directly out of my Ez-Pass account. 
  
  Sincerely,
  
  **********************************

  

  Business Response

  Date: 04/27/2023

  Hi ********,

  We have investigated upon your issue and found that there were no similar complaints from any other customers reported about this lot. So we are unable to take any action against the lot at this situation without valid evidence. Please  understand that Way is an online market place and we do not own or operate any of the facilities listed in our website physically. All information provided in our website are updated by the concerned lots itself. However, we consider all our customers as valuable and look into their issues seriously. We have already requested you for a call history to show that you have tried to reach out to us or the facility before your check-in time as we couldn't find a call record in our system though each and every calls are recorded even if it was missed. The other option to verify about this issue and to support your claim is to provide an evidence that shows you couldn't use the space on  the reserved date and time. That's why we requested you for an alternate receipt from the facility you have ended up parking at so that we can use it as a supporting evidence to the lot to request for a refund. Please note that we are also liable to pay to the lots for each spot allocated to our customers as per the contract we have with them. So if we couldn't verify the issue and refund you straight away, the lot will charge us for that space. Please help us with valid evidence as requested and we will review the issue and get back to you. Thanks for your understanding and cooperation.

  - Way Team

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19939340
  
  I am rejecting this response because: 

  I dont understand, does Way just allow any facility join them without validating their existence and credentials? I have attached all my documentation for further investigation. I was using both my phone and my husbands so I didnt remember I had used his to call customer service but as you can see I used both to call the parking facility plenty of times with no results. The last reply I got from your company said that the facility was unable to be reached as well by Way. 

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

• Initial Complaint

  Date:04/14/2023

  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 February 18 I reserved a parking space for seven days, through Way.com, confirmation #OG1226602277 beginning March 10 and I cancelled that space on March 8 by email and asked for a refund. Way.com said they would give me waybucks which I have no use for. Again I asked for my money back and I was told how to access these bucks the screen showed zero bucks so what do I do now?

  

  Business Response

  Date: 04/20/2023

  Hi ****,

  We are so sorry for your inconvenience during your cancellation process. Please understand that when a customer cancels a reservation online, it will be refunded as credits/ Waybucks to their Way account immediately for the convenience of using it for re-booking in case of change in reservation instead of waiting the normal refund period of **** business days to reflect it back on their card. It can be reversed anytime back on your card as per your request. However, we see that your transaction has been disputed. A little information about disputed transactions, your funds will be kept on hold by your bank and we won't have access to it until the dispute is dropped or the bank rules in either parties favor in a review period of ***** days. If you wish to work with us to resolve this issue at the earliest without waiting for the bank's review period, please reach out to our dispute department and they will be happy to assist you with the next steps for a refund. Once again, we apologize for any inconvenience this may have caused and thanks for your understanding and cooperation.

  - Way Team

• 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