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

  
• 

  Global Airport Parking, Inc.

  1440 Coral Ridge Dr # 430 Coral Springs, FL 33071

• 

  Motel 6 BDL Windsor Locks Airport Parking

  3 National Dr Windsor Locks, CT 06096

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:11/30/2022

  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 the parking situation thru way.com. Upon finding out that I could not get onto my flight. I returned to the parking area and asked to get a refund since I would not be using the parking service. They told me to get in contact with way.com. When I called customer service and let them know that I was only there for an hour. They said that they could not refund me at all because I had already checked into the parking area. And then they couldnt issue me a refund due to their policies. They would not even give me my money back for any of the time time I didnt use the parking service. Absolutely absurd. They just take your money basically.

  

  Business Response

  Date: 12/01/2022

  Hi Sanaz,
  
  We are sorry to hear about your experience due to flight cancellation. As per our cancellation policy, we are unable to initiate a refund after the check-in time if it is due to any personal reason of the customer. We totally understand that this was an unexpected situation and not your fault but unfortunately, as per the contract we have with the lot, we are liable to pay them if the cancellation is requested after the check-in time by the customer. Please understand that we do not operate any of the facilities directly and are bound to follow the instructions by the concerned parking lot regarding refund. However, we are concerned about our customers and look into their issues seriously. Would you be able to send us a screenshot of any emails or messages that you have received from the airline regarding the flight cancellation? If you can provide us with a valid document that shows the trip cancellation, we can initiate a credit refund which can be used in the future for your parking needs after deducting the charges for one day. Please understand that this is the maximum we can do within our limitation. We apologize for any inconvenience this may have caused and thanks for your understanding on this matter.

   

  - Way Team

• Initial Complaint

  Date:11/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/21/22 after purchasing parking at a Chicagoland facility upon arrival due to the unsecured lot and concern for safety I decided not to utilize Way Parking. I contacted them to cancel my reservation and was informed that they're a third party and do not operate as the facility. I filed a dispute and attempted to obtain my money back for not using their services to find out they falsified documentation stating that I did. When I have documentation proving that I have never entered their parking structure due to utilizing a safer parking facility. The total charge was $75, the upsetting issue is that the company lied stating I used their services when there is email documentation and another facility stating different. My reservation to check out of Way ended on 10/25. I have attached parking at another facility dated for 10/25.

  

  Business Response

  Date: 12/01/2022

  Hi ******,

   

  We are extremely sorry for the experience you had with our partner's parking facility. Please understand that as a third party online market place, we do not operate any of the facilities listed in our website. However, we are concerned about our customers and look into their issues seriously. We see that this charge has been disputed and we would like to bring your attention a few things about disputed charges. Your bank will keep the funds on hold till ***** days until they rules in any of the parties favor and till that time we won't be having access to your funds. If you wish to resolve it before that time, please get in touch with our dispute department by responding to their email so we can help you with further steps to process a refund. We apologize for any delay this may have caused. Thanks for your understanding and cooperation.

   

  - Way Team

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18478867
  
  I am rejecting this response because: ******** has canceled the dispute prior to receiving my information. According to the bank your company sent documentation for services and my concern has not been addressed despite numerous attempts with WAy prior to filing the dispute with my bank. I was informed that this is a third party company and voiced my concerns about your faculty and my decision to choose another company due to safety concerns. After no resolution I disputed with my bank, who informed me that Way submitted unknown documentation. As a result there is no current credits or dispute in progress and this issue can be resolved now.. I am disappointed that I had to contact BBB to attempt to get a solution. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/09/2022

  Hi ******,

   

  We are sorry for the inconvenience caused and regret to inform you that refund cannot be initiated at the moment. As per our cancellation policy, all requests for refund must be submitted prior to their check-in time. After reviewing your previous email conversations, we see that you have requested a refund due to unforeseen circumstances and obviously it would be considered as a personal situation and that's why we rejected the refund as we are not authorized to process a refund after the check-in time. Also, we would like to bring your notice that in none of our conversations you have mentioned that you want to cancel the reservation due to a facility issue or safety concern. We have attached a screenshot of your conversation for your review. The bank has also ruled in our favor in reference to the evidence we submitted. Since, your request for refund doesn't meet the criteria of our terms and conditions, unfortunately, we cannot process a refund for you. We apologize for any inconvenience this may have caused.

   

  - Way Team

• Initial Complaint

  Date:11/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Way.com continues to charge monthly for a car wash subscription that was cancelled 4+ months ago. The car wash hasnt offered way.com for more than 4+ months, but thats not important to the managers at this deceptive, fraudulent company. *** complained since July 2022, only to be repeatedly promised the refunds are coming and to allow for **** business days. (Documented emails) Its almost December 2022 and nothing. 2 weeks ago, I initiated a credit card chargeback. Today, the credit card company decided the transaction to be valid due to someone at way.com stating so. Does nobody at way.com look through their email logs to see theyve already promised refunds (plural)? Im done with being patient. On 12/1/2022, I will go to the ********************** and file a small claims lawsuit against this company. I have spent hours dealing with them. Its time for them to reimburse me for time AND the original unauthorized charges. Oh, and have fun dealing with my FTC complaint, where *** included emails and call logs, as well as one call recording. Details: 1. charges of $34.99 charged monthly since June 2022 2. Repeated documented emails promising refunds 3. Never refunded 4. States to my credit company (upon my opening a dispute) that the charges are valid Desired resolution: My claim now includes the original unauthorized charges ($34.99 x 4) plus 8 hours of time at the *** 2022 per diem rate of $390 per day, total of $529.96. If I need to file charges, these will increase significantly.This is pure fraud. Do not give them your credit card info!

  

  Business Response

  Date: 12/01/2022

  Hi ******,

   

  We are so sorry for your overall experience and delay in getting this resolved for you. 

  We see that the charges has been disputed from your end and because of that we don't have access to your funds as it is kept on hold by your bank. The normal processing time of a bank to take up a decision on this matter is ***** days. If you wish to resolve this with Way, we can assure you that we can process a refund for you at the earliest. Please get in touch with our dispute department and follow their instructions to make it right for you. Again, we apologize for any delay and inconvenience this may have caused.

   

  - Way Team

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18476534
  
  I am rejecting this response because:

  1. My credit card issuer has confirmed with me that I lost my dispute because way.com validated the charge as valid.

  2. My credit issuer made this determination within 7 days, not ***** days as specified by way.com. This is yet another example of way.coms disturbing pattern of misrepresenting the truth. 
  3. I have spent considerable time and emotional distress trying to clear this up. Only under the scrutiny of the BBB and/or my pending *** complaint did they finally respond again.

  4. Way.com has, on 4 separate occasions, said offered the exact same refund that theyre promising now. 4 months later, still nothing. In my book, they have no credibility.

  5. It turns out my clients and I run in the same SV VC circles as their founder, ****. Im sure hes unaware of this (nice guy) so I would rather he handle this for me rather than rely on empty promises from way.coms customer support team.

  Lastly, Ive already made a settlement offer to way.com that encompasses the disputed charges and also the time/emotional distress spent on addressing their attempts to defraud me. They have until my stated deadline of 5pm pst on 12/2/2022 to send me that payment. Should payment and/or other arrangements not be forthcoming, I will, as promised, be opening a formal inquiry through the *** as well as initiating legal proceedings through the *****************************. 

  Ultimately, I have absolutely no confidence in their internal business process teams to do the right thing. This isnt their first promise to me. Nor is it their 2nd, 3rd, or even 4th. What we have here is clear and well documented example of fraud, very similar to *** case #***-3189, *** v. ******************* LLC. A simple good search of their reviews would show way.com has a disturbing pattern of deceiving consumers. I urge the *** to treat this complaint with the utmost seriousness. 

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

  

  Business Response

  Date: 12/06/2022

  Hi ******,

   

  We are extremely sorry for the delay in getting this resolved.  Please note that as per our system the transaction is still showing as disputed and not announced a decision from the bank yet. If you have received an information from the bank that they have ruled in our favor, then please send us the withdrawal letter from the bank so we can process the refund for you. Thanks for your understanding and patience.

   

  -Way Team

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18476534
  
  I am rejecting this response because:

  Way.com continues to obfuscate the truth. Please refer to the 2 attached images.

   

  1. way.com will only help me if I drop the dispute with my credit card issuer. However, my credit issuer advised me that this action would officially release any legal liability way.com has in these disputes because I would be personally dropping the dispute. In other words, if they decide to not refund me AFTER I drop the dispute, I would have no recourse. Nice try, but no way way.com.

  2. my credit card issuer reposted the disputed charges (3 at $34.99 each). Thus, this whole its still disputed on our end fairytale makes absolutely no sense. In addition, they already know theyve fraudulently initiated unauthorized credit card transactions against me so it boggles my mind why they require me to officially drop my dispute with Discover Card.

  In conclusion, they stole money from me through UNAUTHORIZED credit card transactions. If they really had any intention of refunding me, they wouldve done so months ago. Since they have continued to play games with me, I have no choice but to officially submit my official complaint to the *** and take legal action. 
  

  Please note that their actions up to this point have been approved by their head of customer support, head of media *****************************, as well as their head of operations, ********************************** 

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

• 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