Complaints

This profile includes complaints for Way.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Way.com has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Way.com

  Fremont, CA 94538-6544

  
• 

  Motel 6 BDL Windsor Locks Airport Parking

  3 National Dr Windsor Locks, CT 06096

• 

  Global Airport Parking, Inc.

  1440 Coral Ridge Dr # 430 Coral Springs, FL 33071

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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,
  
  ***********************

• Initial Complaint

  Date:12/13/2022

  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 used way.com to reserve an airport parking but due to the airline changing the flight schedules, I no longer need the parking spot. Whole I made the reservation, the cancellation policy was clear that I get refund if the cancellation is more than 24 hours before the scheduled parking time, but it was not clear that the refund is not credited back to the credit card, but refund with their point system. Since I intend not to use the app for future reservation, the points are useless to me. I am complaining that the refund should be the original payment method, not their points.

  

  Business Response

  Date: 12/14/2022

  Hi *******,

   

  We are really sorry to hear about your inconvenience while booking with us. Please note that as per our cancellation policy, when a customer cancels a reservation online they will be immediately refunded as credits/Waybucks that can be used for their future parking. This policy is actually made for the convenience of customers who wants to change their reservation and make a new booking but do not want to wait for the normal refund processing period of **** business days. But we always have an option to refund it back on their card anytime as per the customer's request and you can reach out to us for cancellation or Waybucks reversal back to your card through our email [email protected] or call us on ************. We are unable to find any reservation under the email ********************* Could you please share us with your reservation confirmation number that starts with an OGI so that we can reverse the amount back to you? We look forward to hear from you soon.

   

  - Way Team

• Initial Complaint

  Date:12/12/2022

  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 booked an Airport offsite parking with this service from the 24th to the 29th November 2022. According to the description on their website, the parking was supposed to be self-parking. When I went there I discovered I was supposed to leave the keys. The parking was completely different than what they had in the images. And the parking reviews on other sites like yelp and ****** were completely different than what from the created reviews they have on their website.I decided to delay my flight and got my car 30 mins to 1 hour from my reservation the parking told me that I should be charged for one day. However, Customer support for this service continued to push that if the reservation date has passed, I should be charged the full amount of the whole period and refused to refund me for the days I didn't utilize the parking for.

  

  Business Response

  Date: 12/13/2022

  Hi *****,

   

  We are really sorry for the inconvenience 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. We rely upon the information provided by the concerned lots in our website and we advise our customers also to go through it before proceeding to check out. As per our cancellation policy, we do not have a partial refund option after the check-in time as we are liable to pay to the lot as per the contract we have with them. However, we totally understand your frustration and we always look into our customer's concerns seriously. We see that the charges has been disputed from your end and because of that we do not have access to your funds as it is kept on hold by your bank. Please reach out to our dispute team if you wish to resolve this issue with us at the earliest. You may also have the option to wait for the bank's decision which may take up to ***** days. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18559486
  
  I am rejecting this response because:

  They have sent their cancellation policy to the bank and the bank said that based on this policy the bank will not be able to dispute the payment and they advised me to contact the bureau. This is just another attempt by this completely dishonest business to evade issuing a refund.

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

  

  Business Response

  Date: 12/19/2022

  Hi *****,

   

  We totally understands your frustration and we are ready to help you as well. But we have seen that you have not responded with the documents requested by our dispute team. We have also attached a screenshot of your email conversation for review. Please understand that we do not have access to your funds until the dispute is dropped or decided by the bank to rule in which party's favor. In order to assist you with the next steps of initiating a refund, we request you to please share the information we requested and we will guide through the next steps. We look forward to hear from you soon.

   

  - Way Team

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18559486
  
  I am rejecting this response because:

  
  

  Here is the receipt you are asking for let's do the communication here please!

  I have also attached a proof of your lie about the financial institution holing the funds from the statement of the previous months
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/21/2022

  Hi *****,

   

  Unfortunately, since you have not provided us with the documents we have requested,we are unable to consider your request for a refund. If you need further help on this issue, please reach out to our dispute department.

   

  - Way Team

  Customer Answer

  Date: 12/22/2022

   
  Complaint: 18559486
  
  I am rejecting this response because:

  The documents requested are in the previous message. I know you are a completely dysfunctional business but I guess you can read

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

  

  Business Response

  Date: 01/10/2023

  Hi *****,

   

  We have passed the documents to our dispute team. Kindly reach out to them to help you with the next steps to initiate a refund.

   

  - Way Team

• Initial Complaint

  Date:12/09/2022

  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.

  Dear BBB,Thank you. On December 8, 2022 I used Way.com to pay for airport parking at the ****************************** **. I made my parking reservation via Way.com. My Confirmation Number is: OGI25807568. The contract shows/showed that I am parking one automobile from December ****, 2022 at a total cost of $90.22. However, on my banking statement I notice a Pending Charge of $180.44 or twice the cost of parking one automobile for the same days. The latter is obviously a MISTAKE. I contacted Way.com hoping to resolve this issue. However, the ************* personnel showed ZERO Compassion nor desire to resolve this issue. A more reasonable and reputable company would see that a error was made and refund the double charge. Not Way.com. I, as a consumer, see the latter as Customer Abuse. Therefore, I am requesting that the Better Business Bureau intervene to help me secure a refund of $90.22. They are basically taking money from me while knowing that there is an error or mistake on my part or on their site or with their software.Also, I am asking that Way.com be placed on a WATCH LIST of some sort. This is total abuse and they should be investigated for such.Respectfully,*************************

  

  Business Response

  Date: 12/14/2022

  Hi *****,

   

  We are really sorry to hear about your experience with us. Please note that we are unable to cancel double bookings after the check-in time as per the contract we have with the lot, we are liable to pay to the lot for two slots allotted to us if in case customer wants to cancel it after their check-in time. It creates loss for the parking lot as they could have accommodated another customer in the same slot if unused and they expect us to compensate for it. For this reason, we always notify our customers from our end if we suspect a double booking made by mistake by any of our customers. We have attached a screenshot of the email send to you about this double booking but unfortunately, was never heard from you. At this point it is really difficult for us to process a refund to you for the double booking. Hope you understand our position in this matter and again we apologize for any inconvenience this may have caused.

   

  - Way Team

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18549702
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 12/17/2022

  The Vendor, Way.com, followed up with an email,  an email that they THE VENDOR should have sent you, promised to refund the SAME DAY OVERBOOKING.  I will agree to release the complaint when I have received my funds.  

  

  Business Response

  Date: 12/21/2022

  Hi *****,

   

  We are sorry for the inconvenience caused to you. We totally understands that double booking happens by mistake. But we denied a refund initially a per the instructions we have received from the lot as it costs them an additional slot allotted to us which could have been booked by someone else. However, we understand the innocence of our customers in such situations and for helping them one of our team members will reach out to them through email to notify about this issue and they will review it and cancels the double booking upon the request from the customer. We have seen that one of your orders has already been cancelled by one of our team members and refunded back to you. We hope that the issue is resolved now and we look forward to work with you without any hassles in the future. Thanks for your understanding.

   

  - Way Team

  Customer Answer

  Date: 12/22/2022

  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.

   

  I thank, and appreciate that the Business agreed to refund me for my/the honest mistake of double booking a parking space.  I regret any inconvenience my mistake caused.  I have received my refund of $90.22 which was credited back to my account.  Again, thank Way.com.  Also, thanks to BBB for your assistance.  

  Happy Holiday's and Merry Christmas and Happy Hanukkah to all.  Best.

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

• Initial Complaint

  Date:12/08/2022

  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 booked an airport parking through way.com at the Rodeway Inn airport parking lot. However when I reach the place I was turned away because the parking is completely full. The manager told me that they repeatedly asked *** to close down the listing but it didnt happened and they ended up turning many people away on that day. After I was refused service, I had to ask my friend to park at their place because I couldnt find any other alternative parking lot due to time constraints (my flight was within 30 mins). When I contacted Way, they first told me that they need the business to confirm that I was indeed turned away on that day but they couldnt call the business and there were no complaints at all from that day. But I later learned that the parking lot received many phone calls that people are in my exact situation. After many email, *** learned that I didnt park at an alternative parking lot, and they used the excuse that I can only get my refund if I can provide alternate parking receipt, even if the manager at the parking lot confirm that I didnt park there. I have submitted a charge dispute and also report this business to the federal trade commission and also here.

  

  Business Response

  Date: 12/09/2022

  Hi ******,

   

  We are extremely sorry for the experience you had at our partner's parking facility. Please understand that we do not any operate any of the facilities directly and are liable to follow the instructions from the lot. Lot full issues are usually reported by the customers when the lot fails to update us prior to the *********** if they update ** by last minute. However, we understand your frustration and we are concerned about all our customers and look into their issues seriously. We have initiated a full refund back on your card and that will be reflected in **** business days. Again, we apologize for the inconvenience caused to you because of this issue. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:12/08/2022

  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 have made a reservation for parking for November 28, 2022 to December 9th 2022 online with way.com parking. I told Exactly what time I was going to drop off my paper at 7 AM got there 10 minutes bright to 7 o'cloc exactly what time I'm gonna drop off my vehicle at 7 AM and I got there 10 minutes prior to 7 o'clock in the morning and no one's at the front desk.. Their hours of operation was from 11 AM to 4 PM. My flight was at 8:40. I have called the number that was on my reservation 45 times and to no Avail nobody to return my call. Today I looked at my email and the reservation was from way.comparking and so i called their **************** And they are not trying to help me. They said that I could have called them the same day When I was having a problem in regards to the parking. Which was really impossible because my flight as is at 8:40 And having to get there at 7 AM was really cutting short. All I'm asking is for my money to be refunded a $124 which I've never got to use their service. It's only fair that I get my money back.

  

  Business Response

  Date: 12/09/2022

  Hi *******,

   

  We are extremely sorry for the experience you had at our partner's parking facility. Thanks for bringing this to our attention. Could you please share us the receipt of the other parking lot you may have ended up parking at? We will review the issue and get back to you. We have tried to reach out to the parking lot for investigating this issue but unfortunately, the call went voice message even after multiple attempts. Please help us with a proof of document like an alternate receipt or credit card statement to support your concern and to consider for a refund. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 12/13/2022

  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,
  
  *********************************

  Customer Answer

  Date: 01/09/2023

  I still havent gotten my refund from this company and the receipt they requested was included please see attached. (Taken indication by BBB rep ********
  
  Sent from Yahoo Mail for iPhone

  

  Business Response

  Date: 01/12/2023

  Hi *******,

   

  Currently you have sent us the receipt of Way.com parking. However, we have requested you for the receipt of the parking that you have originally utilized at some other lot. Please understand that this is mandatory for us to move forward with any refund requests and to support your claim by showing evidence to the lot that you have not utilized the parking through us. We apologize for any inconvenience this may have caused. We look forward to hear from you soon.

   

  - Way Team

  Customer Answer

  Date: 01/19/2023

  Better Business Bureau:
  This is the only receipt I got when I purchased the parking,
  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:12/07/2022

  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 don't let me cancel subscription charge me monthly for a year and I didn't even know

  

  Business Response

  Date: 12/07/2022

  Hi Or,

   

  We are sorry for the experience while using our services. Please contact us on [email protected] and one of our cash wash team members will be in touch with you shortly. We look forward to hear from you soon. Again, we apologize for the delay in getting this resolved and appreciate your patience.

   

  - Way Team

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18536091
  
  I am rejecting this response because:

   

  No response from the company on this email.

  
  
  Sincerely,
  
  Or Zelig

  

  Business Response

  Date: 12/13/2022

  Hi Or,

   

  We see that our support team has responded to you on December 8th. Since you have disputed the charges we don't have access to your funds as it is kept on hold by your bank. Please work with our dispute team if you wish to resolve this issue at the earliest. You also have an option to wait for the bank's decision which may take up to ***** days. Looking forward to your reply at [email protected].

   

  - Way Team

• Initial Complaint

  Date:12/05/2022

  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.

  Friday Dec 2nd around 7am. Purchased was an off-site parking service for *****************. The hotel was said to be 10 miles away from the airport, but is 14 miles. Way.com has no instructions on how to check in when you arrive, if you need to leave your keys, etc. When we arrived to the hotel, the hotel told us they do not have a shuttle, and that way.com handles everything. When we heard of this, we went back to the airport to drive to the airport and we could not cancel our order online anymore due to it being after the check in time. We did not have time to stop, so we called the service, and nobody answered after being on hold for several minutes. When we called Monday to talk about this service. 3 managers said we could not be refunded because we called after the check in time. The information is misleading about there not being a shuttle, about the lot having an attendant, and cancellation terms. If you check in at 8:30 to find out you need to make other arrangements and then you need to go to the airport, how can anyone ever receive a refund under these circumstances? These are poor business practices. We would like a refund of $100.50 to cover refund of Way.Com parking service we couldnt use, reimbursement of $64 parking fee at the airport, and $17.50 in extra mileage for the inconvenience of our trip.

  

  Business Response

  Date: 12/07/2022

  Hi Ed,

   

  We are extremely sorry for the experience you had in our partner's parking facility. 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 physically. All the information provided in our website is directly updated by the concerned parking lots and we always advise our customers to go through their instructions before placing the order. Shuttles are offered complementary by the lots directly to the customers and are not charged from our end. The shuttle information, amenities, cancellation policy and everything you need to know about the concerned parking lot is already updated on our website as per the information provided by the lot. We have attached a screenshot of the same for your perusal. However, we totally understand the inconveniences you have gone through and we are concerned about all of our customers and look into their issues seriously. We have escalated this to our concerned team and they will investigate on this to make sure that this won't happen again in the future and to update the website if the lot advises to do so. We always strive to deliver the best customer service and your feedback is really important to us. Please reach out to us at [email protected] with the subject line "Review" and we will be happy to help you. Kindly note that we are not authorized to refund any amount more than the payment made to us as per our system. Again, we apologize for all the inconvenience and we will use your feedback to improve our services in the future.
  As a gesture of goodwill, we would also like to offer you a 15% discount on your future orders that can be used multiple times.  We hope you can understand our position in this matter and would love to work with you again without any hassle. If you have any concerns or queries regarding the lot you want to book through us, please give us a call or reach out through email and we will be more than happy to assist you with all the information you require.

   

  - Way Team