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:11/10/2022

  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.

  1. On 10/29/22, 11:34 AM I booked a parking spot through Way.com for my flight out of *** airport at 5 AM in the morning. I paid $71.99 for that advance booking for better rate and peace of mind to avoid last minute struggle to park.2. I went to the location and there was no spot and the parking people told that they are not responsible. 3. I called way.com as I was running a risk of missing my flight. They asked me to ark else where and will pay for that. It was 5 AM in the morning and I was in the unknow area and have to struggle through finding a new place to park while going through a risk of loosing my flight.4. I parked at other location and paid $120.28.5. Way.com not only indulging in practice of booking spot in place where usually people running a risk of missing flight but not not paying $120.28 back. Instead is saying we will cancel booking and pay only $71.99.6. I want them to at least refund the full amount that I ended up paying because of their fault but avoid wrong business practice to book spot for people in advance when there is no spot. People are in a rush situation specially when they have to catch flight at 5 AM in the morning.

  

  Business Response

  Date: 11/11/2022

  Hi *********,

   

  We are extremely sorry for the experience you had in our partner's parking facility. We understand the situation and have already credited the amount that you have paid with us directly. Our system does not allow us to refund more than the amount a customer has paid in our system. Furthermore please understand that Way is an online marketplace and does not work in these places directly and any information we have is provided directly by the parking. Way cannot be held responsible for any services, not rendered. We would request you to please check our terms and conditions for more information regarding additional concerns. As a gesture of goodwill, we would like to offer you a 15% discount on your future parking that can be used multiple times with us. If there is anything else we can help you with, please do not hesitate to contact us on [email protected]. 
  

   

  - Way Team

  Customer Answer

  Date: 11/12/2022

   
  Complaint: 18385151
  
  I am rejecting this response because: They are saying same things that I mentioned in my complaint. Nothing new. Question is why people do an advance booking is for a peace of mind that I will not have to struggle at last minute for parking while catching flight at the airport where you are always short on time and to get better rate. In this case I booked it through them for both in advance. 

   

  I ended up going through chaos because of them and has to go through a lot at 5 AM in the morning to find a new place to park my car while running a risk of missing the flight. At the same time I ended up paying higher rate. Ideally i should be compensated for pain and chaos because of them. Instead I am only asking them to pay the money I ended up paying because of their faulty business practices. Similar to if I can not board a flight because it is overbooked than airline is responsible to ensure you reach your destination without charging you extra at the same time they compensate with other things as a good gesture to customer.

   

  15% in next booking could be a good gesture only if they refund the full amount i ended up paying because of them. As a customer I am not responsible on how their system work or not work.

   

  These actions will help them to improve their practices in future so that other customers do not struggle at 5 AM in the morning to park their car because they are booking with no control on the booking spot. This is incorrect practice as they are not non-profit organization but making money from these  booking and should be responsible for pain and financial loss of their customers.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/18/2022

  Hi *********,

   

  We apologize for the inconvenience and we understand your frustration. As mentioned previously, unfortunately, we don't have an option to refund more than you have paid to us. Please understand that we do not operate any of the facilities directly and it's completely up to the lot's decision whether to accommodate more vehicles than the reserved online spots given to us. Thanks for your understanding and patience in this matter.

   

  - Way Team

• Initial Complaint

  Date:11/09/2022

  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.

  I booked weeks in advance (OGI24851195) for *********** Oct 5-Oct 12, 2022. My confirmation details from way.com clearly state self-parking with camera surveillance. The self-parking is what influenced our decision to book with way. Upon arriving at the address, the gate was closed and locked with a sign indicating the lot was temporarily closed. Having to catch an international flight within a few hours, we had to scramble to find alternate parking as most places required 24 hr advance notice. Way did not provide us the service they sold us and I feel I am entitled to a full refund

  

  Business Response

  Date: 11/09/2022

  Hi *****,

   

  We are extremely sorry for the experience you had with our partner's parking facility. Thank you for bringing this to our attention and we have already escalated this issue to our internal management team for investigation to avoid such incidents happening again in the future. Since you have disputed this transaction, unfortunately, we don't have access to your funds at the moment as it is kept on hold by your credit card company. Please reach out to our Dispute team to resolve this issue with Way and get refunded. Our team will help you with the process of refund. Again, we apologize for the delay and inconvenience this may have caused.

   

  - Way Team

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18378903
  
  I am rejecting this response because:
  I have disputed the charge with my credit card company and received the funds back.  You then sent my credit card company info stating that I didnt cancel before check in.  My credit card company returned the funds back to you.  I then called to reopen the dispute, at which time you have changed your story and informed my credit card company that I received the product/goods which is a total lie.  The dispute has been closed by my credit card company and you have my payment.   I last sent an email to your customer service on October 30th again asking to have my money refunded and they havent bothered to respond.   
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/16/2022

  Hi *****,

   

  We apologize for the delay in getting this resolved. We have reviewed your last email on October 30th but unfortunately, the dispute team member couldn't get back to you as she is on leave. We have checked the status of this dispute and found that it is still on hold and it will take 9 more days to get a result from the bank's end. Meanwhile, if you wish to resolve it with way by dropping the dispute, please follow the steps advised by our dispute team today. We will make sure to resolve this issue without further delay. Thanks for your patience and cooperation.

   

  - Way Team

  Customer Answer

  Date: 11/18/2022

  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:11/07/2022

  Type:Service or Repair 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.

  Prepaid my parking for over $200. I showed up at the parking lot. The lot attendant said they didnt have a spot for **!! Found another spot under stress because we needed to catch a flight. Once at the airport I tried to cancel the parking and to my dismay I wasnt able to! The cancel button was greyed out and unavailable. I contacted customer service and they said that they have a policy that cancellation is not available after your check in time. All we did was show up at the lot and they didnt have a spot! How on earth can we NOT get our money back?! Zero tolerance with their policy.

  

  Business Response

  Date: 11/09/2022

  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 have escalated this issue to our internal management team for investigation to avoid such incidents happening again in the future. Could you please provide us with the receipt of the other parking lot that you have utilized? We will review it and get back to you at the earliest. Again, we apologize for any inconvenience this may have caused.

   

  - Way Team

  Customer Answer

  Date: 11/09/2022

  To Way.com

  
  Please find enclosed 2 attachments as requested.  One is the small "claim check" the company provided me for parking and the other is the Credit Card charge on my *********** onlne account.  Hopefully you will do the right thing and refund my credit card as I am getting absolutely no assistance from your customer service team.  I have recently made yet another request for a refund through your customer service team as I have now spoken with the original lot attendant about the incident.  

   

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

• Initial Complaint

  Date:11/07/2022

  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.

  Car wash subscription purchased on 10/24 for $25. It includes unlimited washes. Wash used once on 10/24 and another time on 10/27. On 10/29, I waited in line after 5 vehicles for the wash. After ****************************** line, the way app was unable to activate the wash. I called customer support but was informed that the did not have support on Saturday for wash issues. I requested a refund and cancellation and was told this would be processed promptly. On Monday, 10/31, I received a call from support letting me know that they had a programming issue. Having had issues with subscription and requested a refund, which has not yet been recessed. Email support with ***************, who has reneged the previous agreement and is providing no attempt to make good on the refund

  

  Business Response

  Date: 11/10/2022

  Hi ****,

   

  We are really sorry for the inconvenience caused to you. As it was explained to you in the email you sent to our support team, we have canceled your subscription. The refund you requested was not processed because there was usage and we did advise you would have until the end of the subscription to use it which you have. We always want to make sure you are getting the best service possible. If you have any further questions or concerns, dont hesitate to contact us.

   

  - Way Team

• Initial Complaint

  Date:11/01/2022

  Type:Sales and Advertising 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 purchased 3 days of airport parking for $35.06 through Way for 11am on 10/28 to 11:30pm on 10/30. On 10/28, I entered the garage. As I was leaving the garage on 10/30 at 2pm, the gate screen informed me that I had only paid $23.38 (2 days worth of parking) through Way and that I was due an additional $11.54 for day 3 though I had already paid for it. I was forced to pay again to exit the garage. When I contact Way's customer service and presented my receipts, they did not acknowledge my complaints at all and kept repeating that I cannot cancel an order though I did not request a cancellation. I was requesting a refund for the double charge I had received. ***'s response acknowledges no fault. They can overcharge their customers and pocket the money, stating to the customer that they cannot do anything about it.

  

  Business Response

  Date: 11/01/2022

  Hi *****,

   

  We are really sorry for the experience you had with our partner's parking facility. Thank you for bringing this to our attention. We have refunded you the amount for extended parking that you have paid through us. It be reflected on your card in **** business days. Again, we apologize for the inconvenience and we will make sure that such incidents won't happen again in the future.

   

  Way Team

  Customer Answer

  Date: 11/01/2022

  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:10/27/2022

  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.

  Hi - when I reviewed way.com for parking near ***************** for 5 days, the site highlighted $10/day for parking. When I actually booked the parking that highlighted $10/day , way.com actually charged $360. I realized it several days later when I looked at expenses on my credit card. Their site was extremely deceptive. The airport itself charges $16/ day so, of course, I would have never booked with way.com had I known it would be $360! Theyre site is not honest, is extremely misleading and has caused a lot of harm to my family.

  

  Business Response

  Date: 10/31/2022

  Hi ****,

   

  We are extremely sorry for the inconvenience caused to you while booking a reservation with us. Please note that Way.com is only an online market place from where you can find parking and other services but we do not operate any of these facilities listed in our website physically. All the information provided in our website is updated by the concerned lot itself. The daily rates that we have provided in our website shows that "it starts from" that particular rate. Daily rates are subject to change as per the availability and demand of the lot on each day. We have called the lot to confirm about the same and they have informed us that it was a mistake of updating the rates and has approved to initiate the remaining refund after the original payment you have made to the lot. Again, we apologize for the inconvenience and we will make sure that such incidents won't happen again in the future. We look forward to you using our services in the future for your travel needs without any hassle. Thanks for your understanding.

   

  - Way Team

• Initial Complaint

  Date:10/27/2022

  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.

  OGI25232084 Is the Order number. I rented a parking space for a vacation my family had planned. I went to park at the lot only to be told there was a issue with the structure and it was closed down two days ago. I was also informer Way.com knew about the issue and was to contact the customers. I was never contacted, I went to park before flying out of ****** and had no where to park. I had to delay my time at the airport search all around for somewhere else to park in a area I am unfamiliar with all because this company chose not to contact there customers and completely ruin there vacations. When I contacted support they just refunded the original cost and disconnected. Did not even care of what I had to go through due to them.

  

  Business Response

  Date: 10/31/2022

  Hi *****,

   

  We are extremely sorry for the experience you had with our partner's parking facility. We totally understand the inconvenience caused to you because of the lot issue due to their facility renovation. Please understand that Way.com is only an online market place and we do not operate the facilities listed in our website directly. It was a last minute update from the lot about this issue and unfortunately, that's why we couldn't reach out to the customers who had reservation with this lot prior to their check-in time. We sincerely apologize for the hassle and we will try our best to make sure that such incidents won't happen again in the future.  Unfortunately, we couldn't reimburse the difference of the amount you have paid at the other facility as per our policy mentioned in our terms and conditions. However, as a gesture of goodwill we would like to offer you a 15% on your future orders that can be used multiple times. We appreciate your understanding in this matter and look forward to you using our services again in the future without any such issues from our end. 

   

  - Way Team

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18323769
  
  I am rejecting this response because: why in the world would I ever do business with this company again. I reached back out to the facility and they gave way 48 hours notice not last minute. I will be sure to let everyone know about this situation and the response this company saw fit.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/03/2022

  Hi *****,

   

  We sincerely apologize again for the inconvenience caused to you. Also, we are sad to hear that you don't want to use our services again. Please understand that we always try to make the experience better without any hassle as our customers are really important for us. Though it is not a very common scenario, we totally understand the frustration and inconvenience you have gone through. In case if you change your mind and wish to use our services in the future, we will definitely make sure that it will be a smooth experience for you without any issues. 

   

  - Way Team

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18323769
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/26/2022

  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.

  I paid $60 for parking at the ************ in ********* for an event on 10/22 through way.com. When I arrived the person managing the lot says the because the event was cancelled they are going to refund everyone because parking is normally free at the Sahara. My problem is that because I booked through a 3rd party (way.com) I will not get directly refunded. I asked way and they said "We do not provide free parking." I did not ask for parking. They did not even read everything I had mentioned and just said that they would not refund me. The parking lot was free and the employees there said I should be refunded so I am not sure why Way will not refund me.

  

  Business Response

  Date: 10/27/2022

  Hi ******,

   

  We are extremely sorry for the experience and we totally understood your concern. Thank you for bringing this to our notice and we have tried reaching out to the lot to confirm about this issue but unfortunately, no one picked up the call even after trying to reach out to them multiple times. Please understand that it is mandatory for us to get a confirmation from the lot to initiate a refund as per the contract we have with them. We appreciate your patience in getting this resolved and we will make sure to get it at the earliest. Please respond to our email send to you today from [email protected] for further assistance. Again, we apologize for the delay and thanks for your cooperation.

   

  -Way Team

• Initial Complaint

  Date:10/21/2022

  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.

  This is in regard to booking number OGI25114905 - Made a reservation via way iPhone app - after finding out that *********** Long term A and Long term B as well as Express parking was closed - never experienced that - so decide to use way and find a hotel to park the car for almost 2 weeks - Booked through way.com - got confirmation - drove directly to hotel - to learn that the shuttle service will not depart for another 45 minutes - was racing against time because we already wasted some time trying to find alternate parking - the lady at the hotel said that I can request for a refund through third party (way) and that it would not be of a problem. In that case - we decide to go ahead and park at *********** daily parking at the highest daily rate because of time factor. Upon parking and checked in - was not able to do a live chat so decide to send an email to way.com about the situation. They replied saying not able to refund because all submission must be done prior to check in. In that case - I have called and spoke with ******, one of their support agent. She herself called the hotel directly and spoke with the very same lady who told us that we can get refund. She confirmed with ******* So ****** asked me to submit paid parking ticket after we check out (Return) - Almost two weeks later - sent in a snapshot of the parking at daily parking - cost me $132.00 - Way replied with same comment - Even tho ****** said that they will process after I submit paid parking slip with BWI Daily parking. Now I am out of $132 plus $62.91 paid to Way.com - Am quite frustrated as I have never parked at the hotel and the lady at hotel said no problem to get full refund. And Way.com is not doing this even tho they have already spoken with and confirmed with lady at the hotel. All I am asking is a refund of $62.91 from way.com. This would be much appreciated

  

  Business Response

  Date: 10/24/2022

  Hi ******,

   

  We are really sorry for the inconvenience caused to you due to our partner's shuttle service. Please note that the shuttle services are complementary to all bookings and is provided directly by the lot to the customers. All information provided in our website are directly listed by the concerned parking lots and we always advise our customers to check their shuttle information before proceeding to check-out. We see that you have made this reservation out of the shuttle availability times mentioned in our website.

  However, we value all our customers and look into their issues seriously. As we also got a confirmation from the lot to issue refund, we are initiating a full refund back on your card and that will be reflected in **** business days. We look forward to you using us again in the future without any hurdles. If there is anything else we can help you with, please do not hesitate to contact us.

   

  - Way Team

  Customer Answer

  Date: 10/26/2022

  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.
  They have initiated the refund - thank you BBB for your assistance    Much appreciated!
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/19/2022

  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 reserved airport parking from Way. The site was for the Fairfield ************* Address: ******************************************************************************************* Phone: *************** I prepaid for this service, when I arrived they would not honor my reservation. I was told Way was advertising this parking without the knowledge or consent of the hotel. I ended up paying much more for parking, Way is still showing this as a legitimate parking spot. I want a refund of the money that I had to spend in choosing replacement Parking on short notice. Not the lower amount I was charged by Way for the spot that was never available.

  

  Business Response

  Date: 10/19/2022

  Hi *****,

   

  We are extending our sincere apologies for the inconvenience caused to you by our partner's parking facility. Thank you for bringing this to our attention and our concerned team will investigate on this to make sure that it won't happen again in the future. Your request for a refund has already been initiated and that will be reflected in your card in **** business days. Unfortunately, we cannot process anything more than you have paid to us as our system doesn't allow us to process that as per our company policy. We understand the inconvenience caused to you because of this but please keep in mind that we are only an online platform and do not operate these facilities listed in our website directly. After the investigation once it is confirmed that they do not work with us anymore, we will be updating our website by removing their listing. Again, we apologize for the inconveniences this may have caused and 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 hope that you can understand our position in this matter. Thanks for your cooperation.

   

  - Way Team