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:11/28/2022

  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.

  Hello, I booked a parking lot space in the app of way.com. However when I put my debit card. It said the code was wrong then it asked me to create an account. When I did it. The information of the parking was gone however they charged me the amount and it is showing in my bank app. The booking information is not in the app and I cant contact anyone cause all is gone. But they just charged me. Id a like a refund I have the information of my bank account. Please let te know what you need to make a refund. The amount was about 29 dollars and I dont know if this is the total or just a partial payment of it. Cause it is all gone. I made the transaction on 11/29th. Thank you.

  

  Business Response

  Date: 11/29/2022

  Hi *******,

   

  We are unable to locate an active reservation under the email you have provided.
  
  
  Please provide us with the email you have used to book, the date that you were charged, the last 4 digits of the credit card used to pay for the transaction and the amount you were charged which will help us in finding the reservation details. Looking forward to hear from you soon.

   

  - Way Team

• Initial Complaint

  Date:11/27/2022

  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 purchased prepaid parking via Way.com on 11/14/2022 and spend $150.77. The website says that a refund can be issued up in the time of reservation. I arrived to use my parking and was told that I would have to pay MORE money because of an oversized vehicle fee. I told them that I would not be using their services and that I wanted a refund. They parking lot told me to contact the online company for the refund. The parking garage opened a ticket anyway and once they did this according to Way.com I am no longer eligible for a refund. This is dishonest. They dont disclose what exactly an oversized vehicle is and then when people arrive under pressure to park their car they have almost no choice but to accept the bait and switch. I refused to pay extra, I asked for a refund, I went and parked at the airport instead.

  

  Business Response

  Date: 11/29/2022

  Hi Rai, 

   

  We are sorry to hear about the inconvenience you had at our partner's parking facility. We totally understand your frustration but please note that Way.com is only a third party online market place and we do not operate any of the facilities listed in our website physically. All the information provided in our website are directly updated by the concerned lots and also provides special instruction in the confirmation email as well. We see that the information regarding charges for over-sized vehicles were already updated in your confirmation email and if you had any issues with paying extra charges you could have reached out to us before your check-in time so that we could have cancelled it right away for you. We have attached the screenshot of your confirmation email for review. But unfortunately, as you have contacted us after your check-in time, as per our cancellation policy we cannot initiate a refund as we are liable to pay to the lot as per the contract we have with them. We apologize for any inconvenience this may have caused.

   

  - Way Team

• Initial Complaint

  Date:11/26/2022

  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.

  Booked parking through ************* for a week from October 9th to the 15th 2022 through way.com. So we get there and they have no parking, no shuttle to the airport and nobody will refund the money in the amount of ******. I called and they told me I had to put a claim in with my credit card people which is **** of America. It was denied. I called the way.com people again and all i get is sorry for your loss. This isn't right. Someone should be giving me my money back. I'd appreciate some insight as to where or who I can turn to in this matter and to make others aware of what a scam it is. Thank you.

  

  Business Response

  Date: 11/29/2022

  Hi *****,

   

  We are extremely sorry for the inconvenience you had at our partner's parking facility. Thanks for bringing this to our attention and we have already escalated this issue to our internal management team for investigation to make sure that this won't happen again in the future. We see that the charges has already been disputed from your end. We would like to bring your notice a few details about a disputed transaction, your funds will be held by your bank and we won't have any access to it until and unless the bank rules in favor to any of the parties. It takes around ***** days to get a response from the bank. If you wish to resolve it with Way, we will make sure that won't delay further a resolution to you. Please coordinate with our dispute department to get it resolved at the earliest. Again, we apologize for the delay and inconvenience this may have caused to you.

   

  - Way Team

• Initial Complaint

  Date:11/23/2022

  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.

  On november 14 I booked and paid a parking space through this App (Way), because I had a trip the november 16th at 7:40 am, I booked a space to park my car from 5:30 am that day until november 21st at 9:30pm, but when I arrived to the place I booked, there were 3 cops and they told me the parking (the one I booked) was closed, and I started worrying due to the proximity of my flight, then I called the number they gave me and they told me they are calling me in a few minutes, and they never did. Hence I had to pay and book another parking place more expensive and I almost missed my flight for this reason.I sent an **mail to the **mail they provide on the app, and requested the reimbursement of my 73 dollars, and they never replied to me with any answer, it looks like on this app they're good collecting money, regardless of the service they "offer" being fulfilled or not, so I want my 73 dollars back, and the difference I paid for the other parking 15 dollars, making a total of 87 dollars back, that this app made me spend, which I am uninstalling immediately after I get my refund.Best,******

  

  Business Response

  Date: 11/24/2022

  Hi ******,

   

  We are extremely sorry for the experience you had with our partner's parking facility. Thanks for bringing this to our attention and we totally understand your frustration. Please understand that Way.com is only an online market place and we do not operate any of the facilities listed in our website physically. We have already escalated this issue to our internal management team for investigation to avoid such incidents in the future. We see that you have already disputed this charge and we would like to bring your attention a few things about disputed transactions. Since it is disputed, your bank might have released a temporary credit to your account and currently we don't have access to your funds. The usual processing time for the bank to take up a decision is from ***** days. However, if you wish to work with our dispute team by following their instructions for an early resolution, please reach out to our dispute department at [email protected]. Again, we sincerely apologize for any inconvenience this may have caused and we look forward to hear from you soon.

   

  - Way Team

  Customer Answer

  Date: 11/24/2022

  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:11/22/2022

  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 purchased airport parking from this website and when i got to the parking lot there was a car blocking the entry and a sign on the gate from the city code enforcement that that business could not conduct any business there. I talked to someone there and they said that they were not supposed to open till "tomorrow" and that i should contact way for a refund. When i contacted way via email they said it was passed the day of the reservation and that they couldn't refund me and obviously it was passed the day of the reservation because all this happened the day of the reservation and i nearly missed my flight because of all this. They proceeded to close my case with no resolution. I want a full refund.

  

  Business Response

  Date: 11/24/2022

  Hi ********,

   

  We are extremely sorry for the experience you had at our partner's parking facility. Please understand that Way.com is only a third party online market place and we do not operate any of the facilities listed in our website physically. However, we consider all our customers really important and look into their issues seriously. We have investigated this issue with ***** from the lot and she has confirmed the same. We apologize for the delay in getting back to you as the initial response that we got from the lot was negative. Your request for a refund has been initiated and it will be reflected on your card within **** business days. Again, we apologize for any inconvenience this may have caused. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:11/19/2022

  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 booked a parking reservation online with Way.com to park at a lot near the *********************************. The location for the reservation was at the "**************************** Airport Parking."Upon arriving at the Fairfield Inn, I was informed that the hotel no longer had a contract with Way.com and Way.com should have notified me, which they did not. With just a few hours before an international flight, I had to quickly make other arrangements. Upon my return I contacted Way.com. After numerous email exchanges, I was informed that because I did not have a proper paper receipt for the other parking arrangements, they could not refund my money. The receipt for my other parking arrangements is irrelevant. Way.com took my money for services they failed to render. $111.73 was charged to my credit card. They refused to refund me the money even though they did not provide the service I paid for and for which they knew they could not render.

  

  Business Response

  Date: 11/21/2022

  Hi *****,

   

  We are extremely sorry for the inconvenience you had in our partner's parking facility. Thank you for bringing this to our attention. We have reviewed your previous email conversations with our support team and found that the receipts that you have sent to us showing the other parking that you have utilized couldn't get approval from our review team since the dates shown a mismatch. Though we have tried to reach out to the facility regarding this issue, unfortunately, they didn't pick up even after trying multiple times. Due to this reason, we were unable to initiate a refund without a valid proof and also to keep in our records to avoid such incidents in the future. However, we are able to get in touch with the facility now and the issue was sorted. We apologize again for the inconvenience and we have initiated a full refund to your card and that will be reflected in **** business days. If you need any further assistance, please don't hesitate to reach out to us. Thanks for your patience and understanding.

   

  - Way Team

  Customer Answer

  Date: 11/21/2022

  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:11/15/2022

  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.

  Booked parking, cancelled. Refunds only with "WayBucks".Can't really use WayBucks in my area, very limited. Can't get money refund. The refund policy is in fine print and not clearly alerted at the time of booking. This is clearly a scam, keeping customer's money, with very limited ways to spend it. Thanks

  

  Business Response

  Date: 11/16/2022

  Hi *****,

   

  We are really sorry for the inconvenience and would like to inform you that the reservations were already cancelled from your end and refunded as credits/Waybucks. As of now, if a customer cancels a reservation online that would be credited immediately in their Way account as credits to avoid the inconvenience of waiting **** business to process a refund back on the card in case of emergency or change in reservation. However, if you would like to get a refund back on your card you may please reach out to our support team via call or email and we would be happy to reverse it back for you. Your request for a refund back on your card has been processed and that will be reflected in **** business days. We apologize for any inconvenience this may have caused.

   

  - Way Team

• Initial Complaint

  Date:11/14/2022

  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.

  We reserved parking for a 5 night stay through way.com at a parking garage by the airport. The total charged for a 5 night reservation was $64.45 including ************* We were in ******* & a tropical storm came through, therefore our flight was canceled through no fault of our own. I hopped on the app to extend for 1 night (saw NOTHING of the cost) and assumed an extra night would be at the same per day rate of my current reservation. Much to my surprise they charged me $47.95 for the 1 extra night. I called to ask for explain & consideration since 1. I saw no per night price when adding one extra day.2. This extension was due to uncontrollable weather When I called Way I spoke to an employee who was no help at all and told me the weekend rate was higher and I asked if he could do anything considering this was weather related. He even tried to pass the blame and told me to call the parking garage directly. Isnt that their job contracting with them? Very dissatisfied with the integrity and the service from this company with the price gouging and non-professional behavior. Not willing to make things right at all, just about the money! Will not be using them again! And wanted to warn others may consider using the app.

  

  Business Response

  Date: 11/15/2022

  Hi ********,

   

  We are extremely sorry for the experience you had while using our services. We understand your frustration and sincerely apologize for the inconvenience. Please understand that Way.com is only a third party online market place from where you can find parking and other services but we do not operate any of the facilities listed in our website directly. All the information provided in our website are updated by the concerned parking lots itself. The daily rates are subject to change based on the availability and demand of the lot on special days and the decision on rates are completely upon the parking facility owner. However, we consider all our customers really important and look into their issues seriously. As a gesture of goodwill, we would like to offer you a 15% discount on your future orders that can be used multiple times. Hope you can understand our position in this matter and we look forward to work with you again without any hassle.

   

  - Way Team

• Initial Complaint

  Date:11/12/2022

  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.

  ***************************** ************************* ************. Date of transaction November 10, 2022. @ 9:26am. Amount paid $****** confirmation #OGI25471738 for a monthly parking reservation at **************************************** check in Nov 10-2022 9:26am to Nov 30,2022 ****pm via the way app. I did not receive a QR code like the ad in the app stated to gain entry/exit to this garage so I walked to the garage and spoke to the Laz parking Project Manager ***************** who manages **************************************** garage, he was flabbergasted and complete unaware of way.com, stated monthly parking here are ****** not ****** nor do they offer monthly reservations ONLINE. Together we called way -results : 1). Way does not have a QR code that is required and given to **************************************** monthly customers that they use to gain access in and out of the garage and this issue will be escalated to so e team at way.com 2) a refund cannot be refund because it is past my reservation time 3) in order to escalate the request for a a refund way.com is requesting a proof of receipt from a garage where i park my my at. An email from ********************************* subject line: [##******##]Cancel After Checkin to attach, i was to submit a copy of receipt to this ticket.Nov 11,2022 I receive a email.After my GM reached out to Way.com, we have had them remove of the *** garages from their site. If you way.com are not willing to refund your money, then I would contact your credit card company and fight the charge and I can send you any information you will need to assist you with that. Thanks, *********************** Project Manager | C ************** |Nov 11 i call way.com they still require a copy of my receipt to whichever garage i park my car at in order to refund my money bc it is past the reservation time despite the ***** they sold me a reservation that is no longer available on way and unable to give access to.I have provided this proof to way on Nov 11 regardless.

  

  Business Response

  Date: 11/14/2022

  Hi ****,

   

  We are extremely sorry to hear about your experience at our partner's parking facility. Thanks for bringing this to our attention and we will be escalating this issue to our internal management team for investigation to avoid such incidents in the future. Please understand that as a third party online platform, we do not operate any of the facilities listed in our website physically. Such incidents are not so common and occurs rarely when the new management team of the lot might be unaware about the contract we have with them already and the miscommunication leads to turning away way customers. In such situations, to support the customer's end and to keep in our records for future communication with the lot, we require a proof of document like the alternate receipt of the other parking garage that you have ended up parking at. This will help us to initiate the refund process quick and prompt. We request you to please provide us with the alternate receipt so that we can initiate your refund. Thanks for your understanding.

   

  - Way Team

  Customer Answer

  Date: 11/14/2022

  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:11/10/2022

  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.

  My wife and I were charged 1 week worth of parking when we parked 2 hours at most (Nov 8, 2022). We booked via the way.com app, we arrived to our parking destination (Rodeway Inn - ****** **************************), we were shuttled to the airport (*****************), we werent able to fly, the shuttle picked ** up, returned us to our vehicle, the tenant advised us that they were canceling our parking and would charge 2 hours instead of the full day and we would have to rebook if we planned to return. I called Way.com today (Nov 10, 2022) to dispute a charge that I believed was made in error (mistakes do happen), but the staff member on the phone refused to give any refund at all (keep in mind, the reservation was until Nov 15, 2022 and the vehicle has not been there since Nov 8, 2022).

  

  Business Response

  Date: 11/11/2022

  Hi ****,

   

  We are sorry to hear about your experience while using our service. Please understand that as per our cancellation policy, we are unable to process a refund after the check-in time. However, we understand your situation and we always stands by our customer's side by all possible ways. Could you please share the receipt of the payment that the lot charged you directly for 2 hours? We will review it and get back to you. Please keep in mind that we may not be able to refund back on your card as it is against our company policy terms and conditions. But we may be able to offer you a credit after deducting the charges for one day for your future use if you can provide us with valid documentation that shows your limited usage of this lot. Please send us the requested document to [email protected] with the subject line "Review". We will get back to you at the earliest.

   

  - Way Team

  Customer Answer

  Date: 11/12/2022

   
  Complaint: 18385747
  
  I am rejecting this response because:

  Company policies are for employees and employers; not customers. As I am sure that you are aware, when you arrive somewhere with a reservation, they will not charge you at the location. Therefore, I was not charged at the location. I would understand paying for the entire day since I did check in (even though it was only for two hours), but customers should not be penalized for an entire week. Would it have been the same if I booked for a month and due to unforeseen circumstances get charged the entire month over two hours? Where does the line end? A fair resolution would be paying for the entire day.

   

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

  

  Business Response

  Date: 11/18/2022

  Hi ****,

   

  We totally understand the situation. We apologize for the error but as mentioned earlier as per our cancellation policy which is for the customers, if they wants to cancel a reservation due to a personal reason after the check-in time, we are liable to pay to the lot as per the contract we have with them. However, as we consider you as a valuable customer and as a one time courtesy we may consider you for a refund after deducting the charges for one day if you can provide us with valid documents like a screenshot of the email/message from the airline that shows cancellation/change of flight on that day. Please understand that this really important for us to move forward with any refund requests as it supports your request for a refund. Thanks for your understanding and cooperation.

   

  - Way Team