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:02/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked parking using way.com for my trip flying out of ************** on Thursday, Feb 23 and arriving back on Sunday, Feb 26. I used the address on the way parking app and upon arriving at the lot I showed the attendant my way confirmation code. The attendant wrote the confirmation down and alerted me that I was good to go. When I arrived on Sunday to pick up my car the attendant alerted me that I had to pay, I reminded her that I had pre-paid my way reservation. The attendant said no my way reservation was not honored and that yes her address was the one listed on the way app, but it was another parking lot near by and not her. She said this mix up happens often. The attendant told me that I had to contact another phone number to inquire about a refund as it was not her responsibility.Thus I paid parking twice. I contacted way to rectify the situation and they denied me any refund or credit. Essentially blaming me for the mishap. I would like a refund from the provider (way.com) and I would like it to be noted that it was a shady practice.

  

  Business Response

  Date: 03/03/2023

  Hi *********,

   

  We are sorry to hear about your experience while using our services. We have reached out the parking facility to confirm the issue and Ms **** from the lot told us that the address we have provided is the correct one. However, the nearby lot usually charges the customers once they return after the trip if they end up there by mistake. Ms **** confirmed to initiate a refund for you since you didn't use their parking. But we see that the charges has been disputed and unfortunately, when a transaction is been disputed we won't have access to your funds as it is kept on hold by your bank. A little information about disputed charges, it will take ***** days to get a decision from the bank based on the evidence submitted from both parties.If you wish to resolve the issue at the earliest without waiting for the normal bank's processing time, please let us know so that we can guide you through the next steps. We apologize again for the delay and inconvenience caused to you but we are trying to help you with best possible terms. Thanks for your understanding and cooperation.

   

  - Way Team

  
  
  

• Initial Complaint

  Date:02/27/2023

  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.

  We were recently supposed to go on an 8 day vacation from JFK. We purchased parking through Way.com, paying a deposit. Our flight was rescheduled 4 times. We called Way and they assured us we will have our parking. When we called the garage the night before the flight took off 5 days later they told us they do not have room and that we should contact Way. Way washed their hand from this telling us it is not their problem. They were extremely rude to us on the phone and refused to help us find another parking. We called on a number of occasion, some of which we were placed on a very long hold (over an hour) when finally we noted that we wish to be called back no one ever did. 33 dollars is not a lot of money but this is not right. They should have helped us. Instead we had to find another parking and ended up paying 140 in taxi rides. Way.com should at the very least reimburse us the deposit,

  

  Business Response

  Date: 02/28/2023

  Hi ******,

   

  We are sorry to hear about your experience while using our services. We have investigated upon your issue, listened to our call recordings and we could find only one call which was made to us on the 16th which was supposed to be your check-in date as per your reservation with us. In your conversation with our agent, you have requested to change the date and time of the reservation and he informed you that unfortunately, it is not possible as per our current system. But he advised that you may use the same reservation for the next day which was on the 17th and that should be accepted by the lot. We always look into our customers issues seriously and try to help them in best possible ways. So we searched our call history for any other calls made from your number  ********** but we couldn't find any rude calls as you mentioned or any other calls other than the one made on the 16th. Since your flight has been rescheduled 4 times, and we couldn't find any other calls made to us that shows you have reached out to us to seek help or to inform us the same, we cannot be held responsible for this issue. Also, as a third party online market place we do not own or operate any of the facilities listed in our website physically. We are liable to pay to the lot for each spot allocated to us and if in case it is found to be unused they have all the rights to resell it to another customer or charge us for that space as they owns the facility. If you need anymore assistance with this issue, please reach out to our customer success team at *************** and they will be happy to help you. Please send us any screenshots of the calls you have made to us with the time/date. We will review it and get back to you. Thanks for your understanding and cooperation.

   

  - Way Team

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19506162
  
  I am rejecting this response because:

  I have made three calls to your customer service. On the 16th when I called I was assured by the agent that my spot will be saved. When I called again after flight was cancelled yet again I was assured I will have my spot. The third time I called was on the night prior to departure, the night of 2/19th after speaking with the facility. The facility said they do not have space for our car. When I said we already paid a deposit they said that WAY.com is supposed to help us find an alternate option. When asking for help finding another space I was met with a dismissive rude service agent.

  I just want that money back to help offset the high cost of last minute arrangements, which is what I tried to avoid to begin with
  
  Sincerely,
  
  ************

  

  Business Response

  Date: 03/08/2023

  Hi ******,

   

  As requested in our previous response, please send us any documents that support your claim. Please share us an alternate receipt of the parking that you have ended up parking at. We will review it and get back to you. 

   

  - Way Team

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19506162
  
  I am rejecting this response because:

  Attaching taxi receipts as requested. We had to park far away from airport and needed to get to the airport and back to pick up our car. The company charges a surcharge for picking up at airport hence the price difference.
  
  Sincerely,
  
  ************

• Initial Complaint

  Date:02/17/2023

  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 made a reservation on way.com for a parking, and the terms and conditions for refunds statedas follows:"Parking purchases can be cancelled for a full refund up to the start date of your reservation."I made the reservation on December 05, 2022 for the dates March 08 through MArch 22, 2023. Since February 01, 2023 I have been sending emails to cancel without any answer.Today February 17, ************************************************************************************************************* what they call "waybucks" which are of no use to me, and they kept my payment.On their terms and conditions they never stated anything about "waybucks", I need help to get my money back.My Confirmation Number for the order is OGI25782118 It is was under my name: ********************************** At the parking lot name: Best Western Plus *************** (FLL) **************** Port Parking SPECIAL DEAL Parking lot adress: ************************************************************************************************ For the dates: March 08 - March 22, 2023 I paid a total amount of: $80.47 USD

  

  Business Response

  Date: 02/20/2023

  Hi ******,

   

  We are really sorry for the inconvenience caused to you due to our cancellation process. Please note that as per our cancellation policy, once a customer cancels a reservation online they will be refunded immediately as credits/Waybucks that can be used for their next reservation. This is for customers who wants to avoid the inconvenience of waiting the processing time to credit the amount back on their card and need to use it immediately. However, if you wish to reverse it back on your card you can contact us anytime and we will be happy to do that for you. We have reversed the charges back on your card as per your request and that will be reflected back on your card in **** business days. If you wish to cancel your reservation and get the credit back on your card in the future, please reach us on ************ or **************** We apologize again for the hassle and we look forward to work with you without any issues in the future. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 02/21/2023

  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.
  
  I will only wait the days idicated to see if the refund is reflected on my credit card. Thank you
  
  Sincerely,
  
  ****** ********************************

• Initial Complaint

  Date:02/16/2023

  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 left my car over the weekend of February 2-6th at the Hampton Inn in ******, ** at ********************************************. When I arrived the lady at the front desk could not find my car keys, after about 30 minutes she found them with the wrong ticket on them and the wrong car state license plate written on them. I opened my back door to put my luggage in and the door hinge and hydraulic was broken. I told the lady at the front desk that my car was damaged and I couldnt shut the door and she gave me a phone number to call and an email address to report a complaint. I took my car to ****** and they said it was about $2,000 worth of damage and was obviously vandalized, pointing out missing parts and scratches on the paint. It took me calling several more times to get one response from the email and the manager, ***, never called me back. The police officer told me I was the third report of vandalism from that location that weekend. My car was also backed into a space that was next to a tree, one of the only backed in cars in that row. It seemed like they were hoping I would drive away without noticing the damage. I talked to the police officer over a week later and he told me he talked to ***, who had still not responded to me, and his policy was that once I leave their property, they are not responsible for any damage. I paid $99 to leave my car at a place I trusted because they clearly advertised 24/7 security and camera surveillance. When I talked to the lady at the desk and the hotel manager, the only cameras on property point to the entrances of the hotel and where transactions take place, not the parking lot or cars. This is false advertising and the management and company have been less than helpful, clearly avoiding me and the incident. I would like my money back from that reservation and for the community to know not to trust this location or its staff members.

  

  Business Response

  Date: 02/17/2023

  Hi ******,

   

  We are extremely sorry to hear about the experience you had at our partners parking facility. Thanks for bringing this to our attention. Please understand that we do not own or operate any of the facilities listed in our website physically. All the information is updated by the concerned lots itself. We have escalated this issue to our internal management team for investigation to make sure that such incidents won't happen again in the future. Could you please help us with the confirmation number of the reservation and the police incident report? We will review it and get back to you at the earliest. Again, we apologize for all the hassle you had with this issue. If you need immediate assistance, please reach us on *************** or ************ and we will be happy to help you. We look forward to hear from you soon. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:02/16/2023

  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.

  Way.com charged me $167 for hotel parking that I never used and canceled within the hour of booking after findnig out it was much cheaper to just park at the airport as I was running late for my flight, then has the audacity to dispute and argue with both myself and *********** mastercard over the validity of their policy.The customer support team does not answer the phone line after ringing for more than 5 minutes but offers email to foreign ***** based support ("Magalakshmi S" in dispute management and "Anoop" in support) only cares about keeping your money from rightfully returning back to you with semantics on their so-called cancelation policty. I prepaid for 10 day of parking and never once set foot in "their' subcontracting parking lot, which is really just an out of the way hotel parking lot offsite from the airport. I admit its a slick business model, but Way.com operates with deceptive business practices. There are over 400 complaints with the Better Business Bureau and 145 in the month of January alone. I am not the only one being defrauded here and action should be taken to give customers their money back without ridiculous policies if the service is not used. Their prices are also deceptive showing $8 per day then they end up charging me $167 ridiculous. They should lose their merchant account for this level of fraud and deception. I will not let this go.Shimelesse Mekbeb

  

  Business Response

  Date: 02/17/2023

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

   

  We are really sorry to hear about the experience you had with us. Please understand that we are only a third party online market place and we do not own or operate any of the facilities listed in our website physically. The rates listed in our website usually says that it starts "from" that particular rate and is subject to change as per the availability of the lot on certain days. The rate changes are decided by the concerned lots and we are also liable to pay them for each spot allocated to us as per the contract we have with them. Due to this reason, we are not authorized to initiate any refunds after the check-in time as per our cancellation policy which is already listed on our website and we need valid proofs to support your claim to get an approval for refund from the particular lot. When we checked our call history, we found that the call was made at 7:10 PM which was after your check-in time at 6:00 PM. We have attached the screenshot for your reference. We understand the concern was due to the flight departure but please understand that the lot will charge us for the spot if not used by the customer due to any personal reason as they consider it as a no show. Also, we see that the charges has been disputed. A little information about disputed transactions, we do not have access to your funds until the bank rules in favor to any of the parties based on the evidence submitted which takes ***** days. If you wish to work with us to resolve this issue at the earliest without waiting for the bank's decision, the dispute should be dropped and we need valid evidence to support your claim. However, we will try our best to help you out as we consider all our customers as valuable and look into their issues seriously. Please share us the alternate receipt of the airport parking that you have used with the dates and time. We will review it and get back to you with best possible terms to resolve this issue. Thanks for your understanding and cooperation.

   

  - Way Team

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19416351
  
  I am rejecting this response because:

  
  

  Hello again, I was contacted by a supervisor from Way.com from ****** (from a blocked number so I cannot return her call) after filing this complaint with BBB. I usually do not accept blocked/anon calls but was at work at the time. Anyway, I was told to get a receipt or proof from the parking garage at *** airport parking in the terminal. This was over a month ago and the receipt is not in my car, and I paid cash upon exiting the lot on January 11th. The only proof I have available is my plane tickets, boarding passes, and parking lot surveillance showing me enter and exit the lot. I have a white ******* ** tag 33ACLX and will submit my boarding pass and ticket information upon request. ************ is the phone number for airport parking at *** (*********************************************************************) 

  
  

  Again, this is ridiculous the hoops one has to jump through to prove that I parked my car onsite at the airport. Way.com and their staff is simply stalling, buying time, and doing their best to mitigate not rightfully refunding my money. They seem to have the notion they will steal customer funds by attrition. Not today, not with my money. The fact remains I called twice and canceled within an hour of calling because I had a flight to catch. I never set foot on "their" offsite hotel parking lot. And worse case scenario (to be totally fair to them) they could have simply charged me for 1 day and refunded the difference even if I did not use their time or space. They themselves admit that I called and canceled almost immediately, so why are they trying to keep my money with semantic word games? Why are they wasting your time, my time, BBBs time? Why do they have 400+ complaints on BBB right now saying the same exact thing?? How are they even allowed to keep their merchant processing account with ******** This is not going away, as their business model is predicated on shady underhanded tactics, terms, and policies, and they have a whole department to mitigating their thievery who will not even give me or you a valid callback number to reach them back. Its 2023 and you're in business, don't try to call me anonymously after you've got all of my information please thanks. This complaint is still open and my money is still missing, if and when resolved I will withdraw my complaint.

  
  
  Sincerely,
  
  Shimelesse Mekbeb

  

  Business Response

  Date: 02/22/2023

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

   

  We have reviewed your complaint and found many things contrary to what originally happened. Please keep in mind that we have proofs in our record for the calls that was received and gone from our system including the full conversation. We have already submitted the evidence to your bank and also sent you an email asking you for any valid documents or to wait for the bank's decision. The screenshot of the email conversation is also attached with this response. We still have no idea for what reason you have claimed to be contacted us for a cancellation before your check-in time. As per our cancellation policy, we have clearly stated in our terms that "no cancellations will be approved after the check-in time". We have reached out to you to see if you are eligible for a refund by checking the genuine factors behind the claim because we are paying the lot for the space and we should definitely quote a valid reason to get an approval for a refund after the check-in time. It is not like refunding straight away if the customer couldn't use the lot and he reaches out to us some time after check-in, it does not work with our policy which you have agreed upon the check out time of making the payment for this reservation. We have also informed you that as this transaction has been disputed we don't have access to your funds at the moment. But you can submit valid proof, if you are ready to lift the dispute and wish to work with us to initiate the process more quickly instead of waiting the bank's ***** days of reviewing period. Our contact number has been provided multiple times during the call as well it was mentioned in the email sent to you. We have attached the screenshot of that as well and providing it again which is ************. If you don't wish to work with us for a refund, you may please wait for your bank's decision and we are happy to take that no matter what. Hope this will clarify our position in this matter. Thanks for your understanding.

   

  - Way Team

• Initial Complaint

  Date:02/13/2023

  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 booked an order for long-term parking with Way.com on Nov. 5, 2022. I paid Way.com $305.28 to park at ****************************. When I arrived at the parking lot on Nov. 14, 2022, the lot attendant told me that there was a problem with their shuttle and that I needed to go to their "other lot". He gave me the address and told me that it was another lot affiliated with them, and that they'd honor my booking there. The lot he sent me to was JFK longterm parking. At that point, I was running behind for my flight and I figured maybe they had a deal with *** to use their lot. After my trip, I had to pay $623.50 to JFK to leave the lot, and was told that they had no affiliation at all with ****************************. I contacted Way.com and got no help at all. They refused to issue me a refund, and disputed my credit card chargeback. Now the order shows up as "canceled" on my Way.com account, even though I did not cancel it. I suspect someone marked it this way because their policy states that they don't issue refunds for canceled orders. I also wrote a review about my experience with the lot on Way.com which was never posted.

  

  Business Response

  Date: 02/14/2023

  Hi *********,

   

  We are extremely sorry for the experience you had with our partner's parking facility. Thanks for bringing this to our attention. We have escalated this issue to our internal management team for investigation to make sure that such incidents won't happen again in the future. Please note that we do not own or operate any of the facilities listed in our website physically and we are liable to pay to the lot for each spot allocated to us as per the contract we have with them. We see that you have disputed this transaction, so we don't have any access to your funds at this moment as it is kept on hold by your bank. Once a transaction is disputed, it takes ***** days to get a decision from the bank to know for which party they have ruled in favor. Please coordinate with our dispute department to guide you through the next steps to process a refund if you wish to work with us to resolve it at the earliest. We would also request you to submit a receipt that shows the amount you have paid to the other lot which they have forwarded you to support your claim. We apologize again for any inconvenience this issue may have caused to you. Thanks for your patience and cooperation.

   

  - Way Team

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19397684
  
  I am rejecting this response because: my credit card company already ruled in Way.com's favor after they argued against my dispute.  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/22/2023

  Hi *********,

   

  Please note that we have not received a report from the bank that shows it has ruled in favor to either parties. It's still under review as per the system. Kindly provide us the alternate receipt of the *********** have utilized as a proof to support your claim. We will review it and get back to you.

   

  - Way Team

• Initial Complaint

  Date:02/02/2023

  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.

  I purchased a reservation with Way, and canceled the reservation within 28mins of booking because my flight had been canceled. I spoke with a Way representative who confirmed my cancellation and told me I would receive a full refund. Fast forward 3 months later and I still havent received a refund. I have tried contacting this company multiple times regarding the matter and no one wants to help. This company is completely unprofessional and stole $100 from me!

  

  Business Response

  Date: 02/08/2023

  Hi KC,

   

  We are so sorry to hear about your experience with us. We see that this transaction has been disputed and we couldn't see any records of cancellation before your check-in time. Could you please help us with any valid proofs that supports your claim? Kindly coordinate with our support team in dispute department so they can guide you through the process to get it resolved. We apologize for any inconvenience this may have caused to you. Thanks for your understanding.

   

  - Way Team

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19313480
  
  I am rejecting this response because: I have sent your dispute department the requested documentation proving I cancelled my reservation on 11/29/2022 BEFORE the scheduled check-in time. I have contacted your company several times since that original call to follow-up on my refund. I have been promised call-backs and resolutions, none of which I have received. I would like a refund for the services I paid for and did not received. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 02/10/2023

  Hi KC,

   

  We apologize for the inconvenience caused due to the delay in resolving this issue. We have reviewed the document you have sent to us and your refund has been approved. It will be reflected back on your card in **** business days. Thanks for your patience and cooperation.

   

  - Way Team

• Initial Complaint

  Date:01/31/2023

  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 28 January I reserved parking through way.com for **** drop off of my car at a parking lot near the ******* airport. When I arrived and the arranged vendors place of business the parking lot was blocked off. I honked repeatedly attempted to knock on business door but lights were out. The gate was blocked by a car and it was impossible to park. I notified way.com customer support through their live chat but was repeatedly disconnected. I then sent an email with a photo of the gate blocked and a description of the event and what was done to attempt to receive service. Their customer support ignored my concerns and stated because it was after my appointment time of **** they would not honor my request. Original email was sent at **** with photo attached date stamped ****. Photo was taken after walking around lot for several minutes attempting to find anyone. In the photo you can see lights off in the building and a car blocking the gate. I replied to email and called asking them to please review the information provided and asking if more information was needed. There phone support told me they would not help and that the emailed reply I had sent would be reviewed. I then received an email and was told that vendor that service was booked through is stating that they were open so no refund would be assigned. They did not care that supporting photo was submitted and as a customer I honored my side of the contract they did not. Not only was I left paying double through the airport parking lot I was left paying for a service that was not provided. The whole experience was horrible and I would not recommend this organization.

  

  Business Response

  Date: 02/06/2023

  Hi *******,

   

  We are extremely sorry for the experience you had at our partner's parking facility. Thank you for bringing this to our attention. Could you please send us an email in detail with the pictures you have and screenshots of your chat attempts with us? Please send the email with the subject line "Review" to **************** We will review the issue and get back to you at the earliest with the best possible solution. We sincerely apologize again for any inconvenience caused. Thanks for your patience and understanding.

   

  - Way Team

• Initial Complaint

  Date:01/30/2023

  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 used Way.com to reserve parking at the airport in my city, *******. I used one of my emails to make the reservation, I received an email from way.com saying that I had to download the app to confirm my reservation. I used the link on the email they sent me to set up app. During the app set up name and phone number were asked. During the setup process the app captured that I had an account and asked if this was me , I replied yes. When the set up was complete I went to the section that listed your active orders/reservations and found no reservation. Since there was no reservation listed I proceeded to make another reservation for same date and time. I used the 2nd reservation I made and parked at my desired location. When I returned rom my trip 3 days later realized via my bank statement that I had been charged by way.com for the 1st reservation that never appeared on the app. I contacted the company immediately and spoke with 2 mangers and they stated that this was a mistake by me because I used a different email account. Apparently I had used way.com in the past and was listed with one email account that the app picked up but there was another account with a separate email that was not listed in the app. I explained my case that this is a problem with their app and their operating system , it should be able to list all accounts that you have. The 2 mangers on day 1 did not offer any solutions and asked me to talk to a 3rd manager. I spoke to the 3rd Manger and he said they same thing. I want to be fairly treated, I used their app to park and was not aware of the 2nd account and I would like a refund or a credit , which is what I asked and they did not accept this. Please provide any assistance or guidance.

  

  Business Response

  Date: 01/31/2023

  Hi ********,

   

  We are sorry to hear about your experience while booking your reservation with us. We see that you have made two different reservations for two different lots with different emails as well. Please understand that we are liable to pay to the lot for each spot allocated to us and if it was not used by the customer due to any personal reason, it will be considered as a no show by the facility and will charge us for the same if refunded as per the contract we have with them. So this is not a mistake by the app. Our app identifies the customer by their unique email which is used for logging in to their account. If logged in with a different email that will be considered as a different customer. In your case, all the information given is different for these accounts and the booking is also for different lots and if you have attempted to re-book the same reservation as you were not able to find out the first one in the app, then logically the second one should also be the same. By considering all these facts, unfortunately, we cannot offer you a refund at this moment. We apologize for any inconvenience this may have caused.

   

  - Way Team

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18952129
  
  I am rejecting this response because:

   

  Please understand that at this point , its not the money that concerns me but the fact the your business has a failulty app *** i would like other customers like myself to not suffer with such frustration and inconvenience. After reading your email response,  I proceded to delete the app from my phone and again download it from the app store. When i was in the process of signing in to the app i was promted to eneter my phone number, after i did this it automatically captured my old email and not the email i atte.oted to make the reservation with ...my pont is that if the app identifies me qith a unique email that's great ....but it should also be able to identify all my different unique accounts in the app in case the customer , as I did and I own that part , forgets that they had another account with Nother email. Further the what would prevent this is to have the customer have a response from tour company with a email Confirmation without having to use the app. .y email didn't have a unique number. Again , I am just trying to primary protect other customers and of course get myself fair and just service.  

   

   

   

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

  

  Business Response

  Date: 02/09/2023

  Hi ********,

   

  As per your request and as a one time courtesy, we have initiated a credit refund to you that can be used for your future reservations with us. We look forward to work with you in the future without any hassle. If you need any assistance in future, please reach out to us at *************** or ************. 

   

  - Way Team

• Initial Complaint

  Date:01/14/2023

  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.

  11/25/22 I paid Way to park from 11/27-12/7 at Motel 6 because there was a free shuttle to the airport and the price was reasonable.12/7/22 I returned to the airport and shuttle would not pick me up. (Email detailing the interaction is attached.) When I called Way, I was instructed to get an Uber and they would reimburse me.12/10/22 I sent the email requesting reimbursement and received no reply 12/22/22, 12/28/22, 1/3/22 and 1/13/23 I followed up requesting a reply and still have not received one. The amount of time and effort this has taken with no acknowledgment is infuriating. They told me to expect a service, they acknowledged that I didnt receive that service, instructed me Id be reimbursed and now they have completely ignored the request they told me to submit. At this point, I want reimbursement for the entire transaction and not just the Uber ride.

  

  Business Response

  Date: 01/16/2023

  Hi *****,

   

  We are extremely sorry for the delay in responding to you. *****, who is handling your file is on leave since last few days. Please understand that shuttle service is offered as complementary to all bookings directly by the lot to the customers and we do not charge anything from our end. However, we totally understands your frustration and we always look into our customers issues seriously. For shuttle issues the maximum we can offer you is a 20% cash back of your total order on your card since you have submitted the Uber receipt as per our shuttle policy. Also, as a gesture of goodwill we would like to provide you a discount coupon that be used multiple times on your future orders with us. Please let us know if you wish to proceed with the same. Again, we apologize for any inconvenience this may have caused. Thanks for your understanding.

   

  - Way Team

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18814045
  
  I am rejecting this response because:

   

  In no way is a 20% discount acceptable at this point and blaming this on ***** is nonsense. I guess you havent gone back at the case and reviewed the communication because ***** has responded to me several times but did not have the authority to make it right. I needed to get to my dog who could have been dead after being hit by a car. ***** did the right thing at that time as she has continued throughout my correspondence. She escalated, you ignored time and time again. If I had been reimbursed after the first time I reached out, everyone would be hearing me praise Way and recommend you. ***** served you well. Now you want to throw her under the bus?? The way Ive been ignored and required to put in hours of follow up is unacceptable and your 20% discount offer is insulting. Its pathetic that youve consistently disregarded my many messages & then reply in less than 24 hours to a BBB complaint. Be better to your customers AND your employees.

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

  

  Business Response

  Date: 01/24/2023

  Hi *****,

   

  We are really sorry for the miscommunication. We never meant to blame ***** for anything rather we appreciate her for being empathetic and kind to our customer. What we intend to convey you is your case was assigned to her bucket and unfortunately, it remained unnoticed for a few days since she was on leave. As per our system, only one agent is supposed to handle a file unless it is assigned to someone else. It is not either her mistake or our mistake. As per our shuttle policy, we are not liable for any non-operable, late or third party payments including Uber, Lyft or **** services processed during your travel. We also see that ***** has offered you a $15 credit for future use which was denied from your end. Please understand that this is the maximum we can do as a one time courtesy for something that is we are not responsible for. Hope you can understand this matter.

   

  - Way Team

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18814045
  
  I am rejecting this response because:
  

  Your representative from your company instructed me to call an Uber and told me I would be reimbursed. I asked her to send it to me in writing in anticipation of this nonsense. Now I want your company to keep your word to me.  

  Your message says that ***** was out for a few days and thats why I didnt receive a reply but that is not true. ***** submitted my receipt for approval almost 2 months ago and she couldnt get any response until I filed this complaint with BBB. The offer of $15 in my account is not acceptable. That is not what your company told me to expect. Im hoping to resolve this without going to small claims court but I do intend on getting the reimbursement your company promised to me. I hope you understand my position.

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