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:01/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While my problem is very small, ** hoping for some investigation to happen per other reviews on this app. When a glitch happened in the app that did not allow me to log in, I was left stranded for some time with my one year old baby at the airport. This resulted in extra fees (minimal at 14 dollars) undeniably a result of their lack of ability to access the app. Upon contacting the company they denied the ability to extend reservations in the app, and took no responsibility for leaving me unable to contact the shuttle resulting in additional fees. They then stated that there is actually no ability to extend reservations, which is directly contrary to the information given in their automated messages. When I asked to speak to a manager I was hung up on. My issue is minimal, but Im hoping the BBB will investigate them for the false promises (such as promised refunds) that countless people have stated in their reviews. Now that *** had this experience with them, I can only imagine what other supposed offers they then say are not offerings from their company.

  

  Business Response

  Date: 01/16/2023

  Hi *******,

   

  We are really sorry to hear about the inconvenience you had while using our services. Please understand that we are a third party online market place and do not operate any of the facilities listed in our website physically. For some parking facilities, they won't honor and extended reservation through our app instead they prefer to pay them directly as per their rates. We are unable to find the resource that gave you the information which states an extension is possible via online for this lot. Please note that we have provided all the required information through the confirmation email sent to you and if there is an option to extend the reservation, that will be included in that email. Also, we are ready to provide you any information if you required assistance before checking out. Unfortunately, we cannot issue a refund for this issue as it is not a glitch from our end. The maximum we can offer you is a discount that can be used multiple times on your future reservations with us. Please reach out to our support team at *************** for further assistance.

   

  - Way Team

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18806403
  
  I am rejecting this response because: this was absolutely a glitch on your end. The app refuses to allow me to login, leaving me stranded at the airport with my baby. This has been repeatedly stated, as well as I both emailed and called about this complaint. When I emailed (during the issue), I got no response. I called after I resolved myself and paid the additional fees, to which your agent told me I should have called (while on my international flight). They are the ones that then proceeded to tell me that I wouldnt have been able to extend my reservation regardless. Your faulty app in the moment directly caused this issue, not anything else.

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

  

  Business Response

  Date: 01/24/2023

  Hi *******,

   

  We totally understands your frustration and we are really sorry to hear about your inconvenience caused by this issue. We have checked our system for any email communication from the email **************************** but unfortunately, we couldn't find anything. Could you please confirm whether you have reached out to **************** Please understand that you were unable to extend the reservation through the app because of the reason that the particular lot doesn't honor such extensions. If you wish to speak with one of our agents/ managers regarding this issue, please reach out to us on ************.

   

  - Way Team

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18806403
  
  I am rejecting this response because: The message was sent through the support request. I have received no acknowledgement of this request. I also, in real time left a review in the apple App Store as I saw no other way to reach your support. The inability to extend should be clearly noted in your policy. I have multiple messages from you saying I would be able to extend. If this is not a possibility, it was falsely advertised.

  Ill add that when I did call directly about this issue I was put on hold and hung up on. 

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

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18806403
  
  I am rejecting this response because: Message that directly says that I can extend in the app attached.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/10/2023

  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/refer offered a referral fee of $100 (it looked like dollars - not credit for services) for both my friend and me if my friend downloaded the app and used their services, which she did (she bought gas with the app.) We didn't get $100, even in credit, we each got 50 cents off our orders. They replied to my email but did not answer my question, so I called. The first agent claimed that my friend never signed up using my link (but she did, which a manager later verified.) and claimed that the "terms and conditions" explained how it worked. But there were no "Terms and conditions" on the offer page, which he reluctantly admitted after I asked him to show me several times. After multiple requests to speak to a manager, (and threatening to contact you if they didn't), I finally got him to transfer me to a manager. He was more polite, but told me that the offer wasn't really a $100 bonus, but a credit to be broken into small amounts to be applied to several one-off purchases after my friend purchased something OTHER than gas (which was also not stated in the offer) After a long call the deal was that even though we both downloaded the app and used it, per their terms (on a totally different page NOT linked to the offer), we would not really be getting a $100, even in credit, unless we purchased every single service they offered, and none more than once. None of this was on the offer pages (I have screen shots.) We both felt tricked and embarrassed that we referred people (she did, too.) This is a dishonest and manipulative practice, if not illegal. We feel like they owe us each $100, but we would have been happy with some sort of concession. But they wouldn't even offer a token discount on the 2nd parking I paid for via their app. Do we have any recourse?

  

  Business Response

  Date: 01/16/2023

  Hi *******,

   

  We are really sorry to hear the inconvenience caused to you. We understands your frustration and we already escalated this issue for investigation to understand what was exactly happened. For the time being, as a gesture of goodwill we would like to offer you a 15% discount on your future purchase with us. Please reach out to *************** if you need further help on this issue. Again, we apologize for the hassle you have gone through. Thanks for your patience and understanding.

   

  - Way Team

• Initial Complaint

  Date:01/09/2023

  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.

  Prepaid for 7 days parking via Way for a hotel lot near ***************. Arrived at 6:00 am on 12/31. sign located on the front desk of hotel stated that they did not have any spaces for way reservations. I spoke to the clerk who advised me that they had notified way several weeks prior that they did not have any available spaces during the time period that we had our reservation. in a panic we immediately went to the airport parking at a much higher price to be able to catch our flight. There were no phone numbers or ways to contact Way at this time. I subsequently notified them by email and demanded a full refund of our charges , they required that we produce a copy of the receipt at the airport parking which I did three days ago. They have yet to refund me or even provide a coherent response to our issue I hold way completely responsible for a massive inconvenience and additional cost associated with parking at the airport lot. Fortunately we were able to catch our flight , despite the delay caused by this company. Please advise if you are able to render any assistance dealing with this company.Confirmation No. # OGI26047142

  

  Business Response

  Date: 01/16/2023

  Hi *****,

   

  We are extremely sorry for the experience you had at our partner's parking facility. We have already refunded you the charges and it will be reflected on your card in **** business days. We apologize again for the inconvenience and will make sure that such incidents won't happen again in the future.

   

  - Way Team

• Initial Complaint

  Date:01/09/2023

  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 changed and cancelled a parking reservation I made last night as I decided to take an Uber instead. Way.com does not give the option to cancel online, instead you can request and receive way bucks instead.This is a scam because my cancellation would have been processed after the start of it and I was never informed the money would not go to the original payment.For vendor's rfrence, booking is OGI26171183 for $63.38 and I will also request a chargeback with my credit card company.

  

  Business Response

  Date: 01/16/2023

  Hi *******,

   

  We have seen this amount has already been reversed back on your card and will be reflected in **** business days. If you need further assistance regarding this matter, please reach out to our support team at ***************.

   

  - Way Team

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18707373
  
  I am rejecting this response because:

  The vendor refunded only partially, namely $14.69. I am expecting the full amount as shown attached, so $48.69 is still missing. Their dubious commercial practices for cancelation made me change and postpone (and reduce) the reservation first so they could process it during business hours. By changing it, the credit went to way bucks instead of my credit card which was not expected nor clearly explained when signing up.

  I expect the full amount to be refunded by end of the week.

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

  

  Business Response

  Date: 01/19/2023

  Hi *******,

   

  We are extremely sorry for the inconvenience caused to you while cancelling your order with us. Your order was partially refunded due to a technical glitch that showed only the amount for your extended reservation in our system. We have refunded you the full amount back on your card and that will be reflected in **** business days. We apologize again for the hassle you had with us. 

   

  - Way Team

  Customer Answer

  Date: 01/23/2023

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

• Initial Complaint

  Date:01/02/2023

  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.

  We had booked a reservation to this company February 5 of 2022 paid for and four to service that they were supplying was parking for airport we got to the business that we were supposed to go to and the business was full we called this company to help us find another parking They did not tell me the offer was to get the receipt for what the parking was going to cost us and turn it into him we pay 10 times the amount of for the parking than what we did in February when they excepted our cash payment. We called him on 22 December when we went to park they tried to call the parking spot that we were supposed to go to no answer the gentleman on the phone told us to get the receipt and turn it into us when we get back they offered us $21 and some change for what cost us $196 to find another parking spot. This was not in our budget for our travels that we booked in February we called the company after we got back and he said the only thing we could do was get our $21 back they shouldve told us that on ****************************************************************************************************************************************************************************************** well too bad so sad. This is not a reptile company I hope others do never use this company. I would love help to either get a full refund of what I had to spend on my pocket which was $196 Or give me credits back for future use. Because I believe I was misled from what I had to pay and what they offered me back.

  

  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 a third party online market place and do not operate any of the facilities listed in our website physically. However, we are unable to find any reservations under the email *********************** Could you please share the confirmation number so that we can review the reservation and get back to you? We hope to hear from you soon.

   

  - Way Team

• Initial Complaint

  Date:01/02/2023

  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 have previously filed my complaint about way.com switching my reservation automatically after I made the reservation to primepark *** location. My reservation number is OGI25911668. I thought overpaying is the only issue, however, when we picked up our car on December 31st. We found our car got scratched in the parking lot. They apologized to me but refused to give me the name of the staff who delivered my car. part of the car body got yellow paint from another car (my car is grey). This is unacceptable, I have contacted the business, and I have not received any response. I request way.com do an investigation, and meanwhile, refund our total parking fee. Please note, this place has 1.3 of 5 ratings on google.com review. However, it is a five star on way.com. I suspect way.com filter reviews to promote the business. This is not acceptable either. I am requesting the full refund for this reservation + the way.com credit I have to pay for the extra fee at the parking place ($54 cash). Please refer to my previous complaint. It is really a nightmare for me to be switched to this parking ********* will not use them anymore, I urge way.com do an investigation as well. Please check their google.com reviews.

  

  Business Response

  Date: 01/06/2023

  Hi Boning,

   

  We are extremely sorry for the inconvenience caused to you. As we already mentioned in our previous conversation, we do not operate any of the facilities directly and cannot be held liable for the issues with them. However, we will try to help you at our best within our limitations. Could you please share a police incident report for the damage to your vehicle? We will review it and get back to you. 

   

  - Way Team

• Initial Complaint

  Date:12/29/2022

  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.

  They advertise they will match and beat any competitors price by 25%. I called and the customer service rep said that it was no longer valid. I sent an email to the company and they say I have to send in a copy of the competitors price and theirs for the exact same location (parking at ***) which I did. They now say I need to pay the higher price with Way and after I get back from the trip they will give the 25% in something called Way Bucks. This is not even price matching and Way Bucks are not beating the competitor price by 25%. The restrictions make their offer false advertising.

  

  Business Response

  Date: 01/04/2023

  Hi *******,

   

  We are sorry to hear about your inconvenience in getting price matched. We have send you a detailed email that is explaining how exactly the price match works. Kindly go through it and let us know if there is any more information you require from our end. Thanks for your understanding.

   

  - Way Team

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18659464
  
  I am rejecting this response because: They are not honoring their advertisement to beat their competitors price by 25%, only offering their higher price on a matched item and then later in the future (after trip is completed) something called Way Bucks that is apparently also for a limited amount not complying with the offer.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/12/2023

  Hi *******,

   

  Please refer to the terms and conditions of this offer that we have sent to your email. It is mandatory to have a booking with us and to follow the conditions to get the advertised offer. If you need further clarification, please reach out to our support team at *************** or ************.

   

  - Way Team

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18659464
  
  I am rejecting this response because: Doesn't meet their advertised offer of beating their competitor's price by 25%. Have to pay for their non-matched price and after the trip get something called Way Bucks. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/29/2022

  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,I am writing because of the airport parking situation that has occurred on 28Dec22. My flight was cancelled day of the 28th when my parking was going to start, I called the night of 28Dec but offices were closed to get a refund. So instead I had to call the morning of 29Dec and due to my trip no longer happening I no longer need the parking service. I have been getting the run around for a few hours with no resolve. I would like my refund of ******. Confirmation number is OGI25986360, ********* **

  

  Business Response

  Date: 01/04/2023

  Hi *****,

   

  We are sorry to hear about your experience due to flight cancellation. Please understand that as per our cancellation policy, we are unable to process a refund after the check-in time due to any personal reason of the customer. 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 flight cancellation or any other issues, they will charge us for the slot allotted to us for that customer as it is a loss for them if cancelled. However, we totally understand your frustration and the innocent situation due to flight cancellation. We look into our customers' issues seriously and always strive to ensure their satisfaction. Please provide us with a screenshot of the email or message that you may have received from the airline due to flight cancellation and the best we can offer you within our limitation is a credit after deducting the charges for one day and that can be used for your future reservations with us. If you wish to proceed with the same please let us know by replying to [email protected]. We apologize for any inconvenience this may have caused and hope to hear from you soon. Thanks for your understanding.

   

  - Way Team

• Initial Complaint

  Date:12/29/2022

  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.

  I planned a visit to ******** / ********** between **** oct 2022, I rented a car from Budget for my visit .In this visit I used Way .com several times to book parking for my rental car , one of the places I used called ICON I noticed after I get my car from this parking place which called ICON that I still get a message that I am still holding the spot ( by the way in this parking place the attendant is the one who take the car to park for you and also the attendant is one who bring it back after he checked out ) , I called way .com and discussed with them the issue that I am already check out and have the car and also I told him that in this parking place the attendant is one who get the car for me after checking out , the customer services representative told not to worry it is software issue and it happed a lot with them and I dont need worry about.I returned the rental car to budget and went back home using southwest.However I kept getting the same message from them that I am still holding the spot, I kept try to clear it using my phone but sometimes it disappear but it come back again but I did not worry because they told me it is computer / software glitch Today I tried to book another parking spot using them , but surprisingly I found that they never close the parking in ******** and they are charging me about **** $$Right way I called them and talked with someone who said his name is ******, I explained to him everything include the conversation with the representative about 2 months ago , he said he can do nothing to stop the charges but he will send a message to the engineering department, I told him I dont feel comfortable because what happened in the past and I requested to talk to supervisor, he said he is supervisor and also he said he is busy now .I called again and talked with another person who said she will send me an email right away, I kept waiting and checked even the spam folder in my email nothing came .Please help

  

  Business Response

  Date: 01/04/2023

  Hi ****,

   

  We are sorry for the inconvenience caused to you. This issue has already been resolved and the amount has been cleared. If you need further assistance, please reach out to us at [email protected].

   

  - Way Team

• Initial Complaint

  Date:12/28/2022

  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 12/26/22 I reserved parking. The amount of the transaction was $83.19 for 7 nights 12/6/22 to 1/1/23. There commitment was to provide parking and they advertised that you can cancel anytime up until the time of the reservation/registration. The reservation was to start at 6:30 pm 12/26/22. We arrived at 6 pm and began to register with the front desk clerk. Before I registered my car, I received a notice that my flight was cancelled. My flight was with ********* Airlines who was experiencing a meltdown at that very instance. (80% of ********* airlines were cancelled on 12/26, and the government has opened investigations regarding their problems related to weather and scheduling problems). While standing out in the sub-freezing weather in front of the hotel, we tried to re-book another flight, but no flights were available until Friday 12/30 that wouldn't work for us. Because of the cold weather, we drove home to get warm and immediately cancelled the reservation.I canceled my reservation at 7 pm, which was reasonable considering the weather conditions, late cancellation notification, and the "cancel anytime" policy. The customer service representative said that we could get a refund if I provided proof that my flight was cancelled. I provided the ********* Airline notification I received at 7PM EST via email to ****. The next day I was notified that I would receive "way bucks" for a credit for my unused parking (7 days or $83.19). Thus far I have not received any "way bucks." I emailed **** asking for clarification about the way bucks, but I did not receive a reply. I emailed him again asking for a refund or information about way bucks, but received no reply. I asked **** if I could contact his supervisor/manager, and received no reply. I supplied information about the airline transportation and weather problems on the east coast, but I received no reply. Refund cancellation number is ## ****** ##. My reservation confirmation number was OG1260462280. I

  

  Business Response

  Date: 01/04/2023

  Hi *****,

   

  We are sorry to hear about your experience due to flight cancellation. We see that this reservation was already cancelled and refunded an amount of $69.35 as Waybucks to your Way account which can be used for your future reservations. **** has replied to you on 28th regarding this and we hope the issue is resolved now. If you need any further assistance, please reach to us at [email protected].

   

  - Way Team

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18653111
  
  I am rejecting this response because:  I requested a refund to my credit card. I have no use for a merchant credit. That seems reasonable considering weather conditions, massive flight cancellations,  and emergency conditions.  If I cancelled because of my negligence, a credit would be appropriate.  Their customer service certainly needs improvement.

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

  

  Business Response

  Date: 01/12/2023

  Hi *****,

   

  We regret to inform you that a refund back on your card is not possible at the moment. We have already stated in our cancellation policy that you can cancel anytime "before your check-in time" but not after the check-in time. Please understand that we are liable to pay to the lot for the slots allotted to us and if a customer wants to cancel a reservation after their check-in time due to any personal reason, we are liable to compensate the lot as per the contract we have with them. We totally understands that a flight cancellation is an unexpected situation and you are not at fault but unfortunately, due to this reason we cannot initiate any kind of refund. However, we value our customers and look into their issues seriously so that we have considered your request for a refund at least as credits for future use. Hope you can understand our position in this matter and we apologize again for any inconvenience this may have caused to you. We look forward to work with you in the future without any hassle.

   

  - Way Team