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:12/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a parking reservation, online, at way.com to park between the 10/12/22 - 10/20/22. Upon arrival to the parking lot, there was a line of 5 cars leading well outside of the building and into the street. I waited for 35 minutes in the line and only 1 car entered the building. I called the shuttle number to ********************* which was answered by *******. He apologized stating that there were only 2 employees working and 1 was driving the shuttle. About 5 minutes later he came out of the building and was letting everyone in their cars know about the situation. I told him that I was concerned about making my flight and again, he apologized and stated that since I hadn't checked in, I would be able to be fully refunded the amount I paid for parking. Then he recommended that I check at the parking facility across the street. At that point (total waiting time 42 minutes), I got out of line and drove across the street to ***********************. Fortunately, they had availability. Unfortunately, they were considerably more costly. Anyway, I called ******* back asking him how to obtain a refund. He gave me the phone number of the owner (*******) ************. I tried the number and was greeted with "the voicemail box is full please try again later." Then (same day, 10th of December), I contacted Way.com and told them the events that lead to me requesting a refund. They said they could not refund the money and to reach out to the owner (*******) and have him send them an email supporting the refund request. After numerous attempts to reach ******* by phone, I just texted the phone number. A few days later, he returned the call asking what had happened. He apologized and said that it is a very busy time at the park facility. He would do what he could to make sure I'd get a refund. At this point, I had emailed Way.com a few times and had ******** email and sent him and email or two as well. Here it is two weeks later, and still no refund.

  

  Business Response

  Date: 01/06/2023

  Hi ****,

   

  We are extremely sorry for the experience you had at our partner's parking facility. As we are liable to pay to the lot for each slots allotted to us as per the contract we have with them, we always need a confirmation email for initiating a refund from the lot owner. Since we couldn't find any direct email from him at that time, we were unable to initiate a refund for you. However, we understands your frustration and we apologize for the delay in getting back to you. We have refunded the charges back to your card and that will be reflected in **** business days. If you need any further help regarding this, please reach out to us at [email protected]. 

   

  - Way Team

• Initial Complaint

  Date:12/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We prebooked parking through way.com at the Premier Inn in *******. It was advertised as being two miles from the airport, having a 24 hour lot attendant and 24 hour security and being a safe place to park. Upon arrival it was evident that none of these things in fact were true and we could not safely leave our car parked there for a week. The description was fraudulent, including the fact the hotel is actually five miles from the airport not two as described, and is in a very unsafe neighborhood. As a result we ended up having to pay for expensive last minute parking at the airport. We sent way.com an email upon learning the misrepresented nature of the parking. They did not respond. I then called them and was told they would not refund our money because we did not cancel in advance. However, we could not know of the misrepresentations until we got there. All we are requesting is a refund of the fees we paid for parking that was not as represented and that we could not use in the amount of $73.50.

  

  Business Response

  Date: 01/06/2023

  Hi ******,

   

  We are extremely sorry for the experience you had at our partner's parking facility. Please understand that we are only an online market place and do not operate any of the facilities listed in our website physically. All the information provided in our website is directly updated by the concerned parking lots itself. As per our cancellation policy, we are unable to process any refund requests after the check-in time. This is because of the reason that we are liable to pay to the lot for each slots allotted to us as per the contract we have with them. However, we totally understands your frustration and we always look into our customers issues seriously. Could you please share the receipt of the amount that you have paid to the parking that you have utilized at the airport? We will review it and get back to you. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18634446
  
  I am rejecting this response because:

  Attached is the receipt for the *************** parking we booked upon ascertaining that the parking we had pre-paid for through way.com was misrepresented and fraudulently advertised. You can see it was booked after we arrived at the facility we had booked through way.com, is more expensive, and is for the same duration as what we had booked through way.com. I continue to be hopeful that an innocent customer will not be financially responsible for false/advertising/misrepresentations and that we will be refunded the $73.50 we were charged by Way.com.

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

  

  Business Response

  Date: 01/16/2023

  Hi ******,

   

  Currently you have sent us the booking confirmation only for the parking. However, we would require a final receipt from the lot or a screenshot of your credit card statement that is showing the same transaction to consider your request for refund. We appreciate your understanding and cooperation on this matter.

   

  - Way Team

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18634446
  
  I am rejecting this response because:

  The receipt I previously provided shows we we paid $102 for substitute parking. Nonetheless, I am attaching a copy of the credit card charge, as the merchant has requested.

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

• Initial Complaint

  Date:12/22/2022

  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 - 12/21/2022 Amount of money paid - ****** Commited to provide refund Provides refund only in the form of "waybucks"Need to get refund back on the card Order #OGI25986814

  

  Business Response

  Date: 01/05/2023

  Hi Rahul,

   

  We have already refunded you back to your card and that will be reflected in **** business days. We would like to bring your notice a few information about our cancellation policy. If you cancel a reservation from your end via online that will give you credits/Waybucks immediately to your Way account that can be used immediately for your next reservation if needed. This is to avoid the inconvenience of the waiting period of getting the money credited back to the card in case if some customers need to immediately book another one if there is a change in reservation. However, if you wish to get a refund back on your card you can call or email us anytime before your check-in time and we will do that for you. You may also get it reversed back to your card if already cancelled it online. We apologize if this may have caused any inconvenience to you. We hope this information will help you next time when you book with us. Thanks for your understanding and cooperation.

   

  - Way Team

• Initial Complaint

  Date:12/21/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I was ordering a parking spot, it kept adding two to the cart. I had to keep deleting one, and when I checked out I made sure that there was only one. Still, I was charged twice for the same time frame. When I contacted way they told me I had two bookings on my account, and that there was nothing they could do.

  

  Business Response

  Date: 01/05/2023

  Hi *****,

   

  We are sorry to hear about your experience while booking with us. We see that the two reservations were booked at two different time frames with difference in seconds. That means it's not a glitch from our end nor a double booking. Please understand that we are liable to pay to the lot for each slots allotted to us and if there is a second spot to be cancelled after the check-in time, they will charge us for that spot even if it is not used as it is a loss to them. We could have cancelled it if you have reached out to us before your check-in time if you had a confusion regarding the reservations. Unfortunately, we cannot consider your request for a refund at this moment due to this reason. We apologize for any inconvenience this may have caused. Thanks for your understanding.

   

  - Way Team

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18625925
  
  I am rejecting this response because:
  
  I only authorized one booking. I dont know how two were booked if I only authorized one. I will not be using your service in the future.
  

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

  

  Business Response

  Date: 01/16/2023

  Hi *****,

   

  We apologize for the inconvenience caused to you. Please understand that none of the transactions go through without confirmation from thew customer's end. Such cases usually happens by mistake when two orders are added in the bag and check out without removing one of them.  We will refer this issue to our team member who is handling double booking cases. If they get an approval from the lot for the extra space that you have booked, we will be able to initiate a refund for you. We will try our best to resolve this issue for you. We appreciate your patience till then and sorry for the delay.

   

  - Way Team

  Customer Answer

  Date: 01/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/21/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an airport parking reservation (paid $111.67), but the morning of my trip the airline cancelled my flight due to the snow storm where I live. I called to cancel the parking, but they refused to refund me because I cancelled same day as my reservation was to begin. The issue is that my reason for cancelling was not my fault or in my control. Due to the holidays there were no flights to rebook for two days out, making the parking reservation useless.

  

  Business Response

  Date: 01/05/2023

  Hi ******,

   

  We are sorry to hear about your experience due to flight cancellation. Please understand that as an online third party market place, we are liable to pay to the lots for the spots allotted to us as per the contract we have with them. If a customer wants to cancel a reservation after their check-in due to any personal reason which is against our cancellation policy, unfortunately we are not able to refund them due to this reason. However, we totally understand that this is an unexpected situation and not at all your fault. Could you please share us a screenshot of any emails or messages that you have received from the airline about the flight cancellation? We will review it and get back to you. Please keep in mind that the maximum we can do is to offer you a credit after deducting the charges for one day that can be used for your future reservations with us if valid documents are provided. We hope you can understand our position in this matter and hope to hear from you soon. If you need any further help, please reach out to us on [email protected].

   

  - Way Team

• Initial Complaint

  Date:12/21/2022

  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 nov 22, 2022, I lost my credit card with my ID on it someone used my name and my card to make a reservation for airport parking, I called them and emailed them and said that my card was used for fraudulent activity but they said they couldnt refund me or help me because its company policy.

  

  Business Response

  Date: 01/04/2023

  Hi *********,

   

  We are sorry to hear about your experience due to the fraudulent activity as you have mentioned. Please understand that we are a third party online market place and do not operate any of the facilities listed in our website physically. So we are liable to pay to the lot as per the contract we have with them for the slots allotted to us. That's why our cancellation policy states that we cannot initiate any kind of refunds after the check-in time. Your situation is unique and we totally understand your frustration. But unfortunately, we are not authorized to initiate a refund without valid documents that supports your claim. We appreciate your understanding in this matter and apologize for any inconvenience this may have caused to you.

   

  - Way Team

• Initial Complaint

  Date:12/20/2022

  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.

  Hello my name is *********************** and I booked parking through the site way.com. I was told when I purchased the parking that I would receive a full refund if I cancelled my order 24 hours in advance. After calling the hotel to confirm my parking, I was informed that the hotel doesnt even offer parking anymore and that I need to get a refund. I contacted way.com and they informed me I can only receive my refund in way bucks. When purchasing I was never informed I would only be able to be credited in this way. Also, I believe I deserve a complete refund since the service I paid for is not even legitimate. I cannot use waybucks to book any other service because I live in an area where it doesnt benefit me. There is nothing I could spend them on. So my money is going to just be sitting on some account unless I receive an actual credit to my checking account. They cant scam people out of their money like this. It is also guaranteeing them more business in the future which is just wrong. If I dont want to use their service I shouldnt have to. They changed their refund policy and I just would like an actual refund not useless way bucks that make my money worthless.

  

  Business Response

  Date: 12/21/2022

  Hi ******,

   

  We are really sorry for the inconvenience caused to you and would like to clarify a few things regarding the refund. We see that your initial reservation was cancelled from your end and received the amount in Waybucks but we are always ready to reverse it back on your card as per your request. But in your case you have utilized the Waybucks and and booked a new reservation and that might be the reason you were denied a refund back on your card by our team member. However, we see that the new order was also cancelled by your end and technically the Waybucks will go back to your Way account again and we are able to refund it back on your card at this point. We have reversed the refund back on your card and that will be reflected in **** business days. Thanks for your understanding.

   

  - Way Team

• Initial Complaint

  Date:12/15/2022

  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 is giving me the run around about a refund for cancelling a parking reservation. They claim they refunded it to my account yet my bank has stated several times it was not refunded. Way.com transaction #OG125663576, Total: $161.20 on November 25, 2022.

  

  Business Response

  Date: 12/16/2022

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

   

  Please note that we have already refunded you the amount paid to us on November 25th to the card ending ****. It may take up to 10 business days to reflect back on your card. We have attached a receipt of the same for your perusal. Please contact your bank with this receipt for further help as we see a full refund from our end. Thanks for your understanding.

   

  - Way Team

• Initial Complaint

  Date:12/14/2022

  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 11/21/22 I paid ****** for parking at ***************. I saw that there were high rated reviews for this location but was unable to find the business on ****** (which should have been my first red flag). When I arrived, there was a car blocking the entrance if you call it that - there was no clear driveway or storefront. I think there was a printed sign hanging over the gate to the parking area. At first, no one was visible on the lot, then a man came and motioned me through to the parking area. Cars were parked every which way and blocking each other - there were no designated parking spots, I think it was gravel. It looked like an old auto yard. Another man came out and told me to leave the car right there in the middle of the lot and turn in the keys at the front. I was confused - I did not realize I would be leaving my keys as this is highly unusual and most of the *************** parking is self-park with shuttles that pick you up. I was not comfortable leaving my keys with this company as it appeared to be not established and I was especially not comfortable leaving my car and keys knowing that I could not find this business online independent of Way.com when I searched. I knew my return flight was getting in late at night on a Saturday and I was also not going to feel safe returning to this business or getting dropped off by a shuttle late at night by myself as a solo traveler female. The men were very understanding when I asked to cancel the reservation and were very nice - I just did not feel at all comfortable with the safety of my car in this location or dealing with a business that did not appear to be fully established.

  

  Business Response

  Date: 12/19/2022

  Hi *******,

   

  We are extremely sorry to hear about your experience with our partner's parking facility. Please understand that we are an online marketplace and we do not operate any of the facilities listed in our website physically. All the information provided in our website are by the concerned lots itself. However, we totally understands your concern and we always look into our customers issues seriously. Thanks for bringing this incident to our attention. We have escalated this issue to our internal management team and they will investigate on it with the lot to make sure that such incidents won't happen again in the future. As a gesture of goodwill we would like to offer you a 15% discount on your future orders that can be used multiple times. We apologize again sincerely for any inconvenience this incident may have caused to you. We look forward to work with you without any hassle in the future. Thanks for your understanding.

   

  - Way Team

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18574891
  
  I am rejecting this response because I have requested a refund. The service provided did not meet my expectations on the basis of personal and property safety.  Thank you.    
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 01/06/2023

  Hi *******,

   

  Unfortunately, we are unable to initiate a refund for you at the moment. As we do not operate the facility directly, we cannot be held liable for the issue that you might have felt about the property. We have already mentioned about this in our terms and conditions and cancellation and refund policy. Please reach out to the facility directly for a refund for this issue or if they can send us an email to initiate a refund as per your request, we will process it for you. Kindly understand that we are liable to pay to the lot for each slots allotted to us and they won't accept any refunds after the check-in time until and unless it's a facility issue with valid documents or proofs. We apologize for any inconvenience this may have caused to you.

   

  - Way Team

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18574891
  
  I am rejecting this response because it is unacceptable to me. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 01/12/2023

  Hi *******,

   

  We apologize for the inconvenience caused to you but unfortunately, we regret to inform you that we cannot initiate a refund for this issue without the approval of the lot. We appreciate your understanding on this matter.

   

  - Way Team

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18574891
  
  I am rejecting this response because it is unacceptable to me.  Thank you. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/14/2022

  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.

  Off site airport parking .Flight cancelled so we didnt need the parking .Called to cancel and was told I couldnt .I even told them to charge me for one day and cancel the rest but they would not listen .Very unprofessional and will NEVER use there service again Total scam and ripoff

  

  Business Response

  Date: 12/19/2022

  Hi *****,

   

  We are really sorry to hear about your experience with us. Please understand that Way is only an online market place and we do not operate these facilities directly. We are liable to pay to the lot as per the contract we have with them and if a customer wants to cancel a reservation due to any personal reason we are not allowed to reimburse as it costs a loss of spot allotted to us by the lot. We have specifically mentioned these in our terms that we do not offer a partial refund as we have to fully pay to the lot for a spot as per the contract. However, we totally understand that this is an unexpected situation and  is not at all your fault. Please send us a screenshot of any emails or messages from the airline that shows your flight cancellation. We will review it and get back to you with the best possible solution. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18571669
  
  I am rejecting this response because:as far as we are concerned we were misled with your services.  There was NO attendants, NO shuttle service, NO security whatsoever.  All you have is an abandoned parking garage.  I was not going to leave my car where there we NO services.  We have used MANY offsite parking facilities and yours BY FAR is the WORST.  When we arrived there were approximately 10 cars in the entire lot.  We drove around looking for anyone to talk to with no luck.  We called your phone number and got absolutely NO help whatsoever.  I might as well park my car on the side in the road.  Your space is a complete joke.  And your customer service is appalling.  We had a reservation for 15 days.  I told the person who finally answered the phone to charge me for one day and cancel the rest.  That seems like a great compromise to me.  Your getting paid for doing nothing which is exactly what you are giving me.  ABSOLUTELY NOTHING.  How can you have a facility with NO attendants ???  It is a TOTAL SCAM and i demand a refund.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/21/2022

  Hi *****,

   

  As per your initial request you have mentioned that you need a refund due to flight cancellation. But now you are just notifying us that it is a facility issue. We have requested you to provide a proof of flight cancellation to help you with the request. Unfortunately, it was not provided and barely blaming our company as scam without any valid proofs to document your claim. So we have no choice of offering you a refund at this moment because of these reasons. We are sorry for the inconvenience.

   

  - Way Team

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18571669
  
  I am rejecting this response because:
  Our initial flight was canceled and we were able to change our plans to a different time.  My problem still existed.  Your facility is a JOKE.  NO attendants, NO security, NO shuttles.  It is an abandoned parking garage with NOTHING.  It is a SCAM and it ***** rhat you bill it as an offsite option.  We use offsite parking quite a bit, and we have NEVER run into issues with ANY other parking site.  I will continue to express my frustration, especially as I offered to pay for the first day.  Just refund me for the rest.  That is NO reason except pure GREED to not comply.  Your company is a EMBARRASSMENT and should NO longer be in business.
  Sincerely,
  
  ***********************