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:10/13/2022

  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.

  10/10/2022. Made reservation on website for 10/18-10/25 parking at about $3/day 10/13 ************** customer service regarding a curious charge of $9.95, and lack of reciept or confirmation.Support informed me that the reservation was made for 10/11-10/12. I replied that I had not received confirmation nor reciept and that was the wrong date. Support replied that since it was processed, he was unable to refund and to check spam folder for confirmation and reciept. I have disputed the charge with my bank.I want my money back. They should also better design their online user interface to not cause mistakes.

  

  Business Response

  Date: 10/14/2022

  Hi *******,

   

  We are sorry to hear about the experience you had with us. As you have already mentioned, the reservation was made on 10/10 from 10/11 to 10/12 and once your order has been successfully placed, you will see a notification stating that please reach out to us if you have not received your confirmation email in the next 3 hours as it may sometimes go to spam/junk folders. You may also view your reservation details in your profile under my orders. Unfortunately, you have called us three days after placing your order and as per our cancellation policy we are unable to process a refund for you after your check-in time. If you need further help in this matter, please reach out to us at [email protected]. Thanks for your understanding.

   

  - Way Team

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18209773
  
  I am rejecting this response because:

   

  Your response is factual. Why was my reservation filled for that incorrect date at all? My flight is on the 18th-25th, so not only do I not have parking for it, the price has more than doubled. Furthermore, not only did I not use the incorrect reservation, I was unaware of it. I was unaware of any incorrect reservation because ****** has put your emails in spam category. Regardless of whether it's my mistake in misusing your ONLINE WEBSITE interface, or the programming of your system in the ONLINE WEBSITE to take the correct date without returning to the default setting.

  I can only assume your website has sold my info to hackers and spammers.

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

  

  Business Response

  Date: 10/18/2022

  Hi *******,

   

  We understand the inconvenience caused to you and we see your case as genuine as you have already made another reservation with the correct dates of your flight. We have initiated a refund for you and that will be credited back to your card in **** business days. If you have any difficulty in navigating through our website or you need any additional help with more information, you may please contact us any time on ************ or [email protected] and we will be happy to assist you. Thanks for your understanding.

   

  - Way Team

• Initial Complaint

  Date:10/11/2022

  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 purchased through way.com an 11 day parking at *************** at *******************. My flight was at 9:30pm. I arrived at ******************* at 7pm, just giving myself enough time to park and take a shuttle to the airport. Upon arrival at the parking lot, I found the gate closed and padlocked. I saw someone at the office and yelled for assistance. After few minutes a fellow came out and upon seeing my ways.com reservation said, Im sorry I do not deal with way.com, and besides the lot is full." I had no choice but to drive away. So there I was, less than few hours before my flight without a place to park and a car on my hands. There are many parking lots in the area. I drove from one to another just to find them all full. I was lucky to find a parking lot, where a car just left so they allowed me to park. But at this point I was in possibility of missing my flight. Luckily, by the skin of my teeth, I didt.When I called way.com they were very apologetic and said that not only they would reimburse me for the amount I paid them, but would give me the difference between what they charged me for 11 day parking and what I would end up paying - just send them a copy of the receipt. My parking ended up costing $50 dollars more than what Id pay with ********************** . When I called way.com to enquire where to send a receipt they told me that they werent going to reimburse me for the difference. Just image missing a flight because of their negligence. That would amount to hundreds of dollars loss, not counting a catastrophic situation with missing connected flights and a completely screwed up itinerary. Way.com feel that they carry no responsibility for these circumstances even while admitting that this was entirely their fault. I will never deal with this company again and strongly recommend others against it, even if way.com prices look very lucrative. I would like to be reimbursed by way.com for the $50 dollar difference that I ended up paying for parking.

  

  Business Response

  Date: 10/12/2022

  Hi ******,

   

  We are extremely sorry for the experience you had with our partner's parking facility. Please understand that Way.com is only a third party online market place 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 are directly updated by the concerned parking lots. This is not a common scenario and it happens rarely when lot fails to communicate with our concerned department regarding any update about lot full issue or other issues. However, we totally understand the inconveniences you have gone through and we value all our customers super important and look into their issues seriously. We have escalated this issue to our concerned team and they will investigate on this to make sure that this won't happen again in the future. We always strive to deliver the best customer service and your feedback is really important to us. If we had an option to reimburse the extra amount than you have paid to us, we could have done that. But unfortunately, our system doesn't have such an option and is set up as per our company policy. Again, we apologize for all the inconvenience 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 you can understand our position in this matter and would love to work with you again without any hurdles. If you have any more concerns or queries regarding the lot you want to book through us, please give us a call on ************ or reach out through email at [email protected] and we would be happy to assist you.

   

  - Way Team

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18200230
  
  I am rejecting this response because: 
  I appreciate that way.com immediately addressed my complaint. However their explanation of the case and their suggested method of reimbursement for my loses sound like another corporate bull.
  I would not be asking for the $50 dollar difference in what I ended up paying for parking and what I paid to way.com, if their representative didnt promise me that reimbursement after putting me on hold and clarifying the offer with her superiors. Saying in their response "If we had an option to reimburse the extra amount than you have paid to us, we could have done that. shows that way.com doesnt quite understand what Im asking for. It is not that I paid them extra for anything. I paid more for the available parking with a different company, not booked through way.com because of way.coms negligence and miscommunication with parking lot booked for me. Besides, what does it mean that a huge company has no option to make monetary reimbursement in the amount of $50? Of course they do, but they dont want to. They are making me an offer of "15% discount on my future orders that can be used multiple times. But Im not sure that I want deal with way.com in the future, being well aware that booking through them could cause me not just a headache but missing my flights - something they would never consider reimbursing me for in case it happens. It almost happened on the September 23.
  

  
  

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

  

  Business Response

  Date: 10/14/2022

  Hi ******,

   

  We are sorry to hear about your dissatisfaction in getting this resolved in your favor. Please understand that like any other company, we are adhered to follow our company policy and customers are advised to check the terms and conditions from where it is already mentioned about the refund policy in such situations. We have attached a copy of our terms for your perusal. Hope you can understand our position in this matter. If there is anything else we can help you with, please do not hesitate to contact us at [email protected].

   

  - Way Team

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18200230
  
  I am rejecting this response because:

  
  

  The copy of way.com terms which they attached to their latest response to my complaint explains absolutely nothing. The reason why parking lot reserved through way.com did not allow me to park there, as stated by the man in charge of that facility, was that this particular business stopped dealing with way.com for already 3 weeks (about a week before I made reservation with way.com) and wasn't planning to continue with their services. Oh yes, he added - we also full. In any case, it is the matter of communication between way.com and this particular parking lot to discuss the problem and give way.com customer an advance notice that the reserved parking is not going to work out, providing that customer with an alternative reservation. None of this was done. That is pure negligence - criminal negligence. Way.com carries responsibility for reimbursing customer in full and covering whatever expenses the customer might have due to company's negligence. In my case it was $50 dollars difference between what I paid to way.com and what I paid for the available parking at the time of the incident.

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

  

  Business Response

  Date: 10/19/2022

  Hi ******,

   

  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.

   

  - Way Team
  
  
  

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18200230
  
  I am rejecting this response because:

  please see previous rejections
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/24/2022

  Hi ******,

   

  As mentioned in our previous responses, we regret to inform you that we cannot reimburse more than the amount you have paid to us. We are sorry for the inconvenience and if there is anything else we can help you with, you may please contact support team. Thank you.

   

  - Way Team

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18200230
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 11/03/2022

  Not sure how else I clarify the situation. All of the facts pertaining the matter were clearly stated in my original complaint as well rebuttals to way.com response to my complaint.

  

  Business Response

  Date: 11/08/2022

  Hi ******,

   

  We are extremely sorry for the experience you had with our partner's parking facility. We can understand your frustration and the hassle situation you have gone through. Please understand that Way.com is only an online market place from where you can find parking and other services but we do not operate the facilities listed in our website directly. The lot full issues usually occur at unforeseen circumstances like a cancelled flight by which the existing vehicles in the lot couldn't get moved out and it stays longer in the lot than expected. In such situations, the lot may not be able to accommodate new reservations. We have already refunded you the money you have paid to us but unfortunately, we cannot initiate the difference amount as it is already mentioned in our company policy terms and conditions. Again, we apologize for any inconvenience this may have caused.

   

  - Way Team

• Initial Complaint

  Date:10/11/2022

  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 August 30, 2022, I used Way.com to find and book a parking spot by *** for Sept. 10 - 17, 2022. My reservation number was: OGI24695672. When I arrived at the parking garage (SoCal Premium *** Airport Parking), I was told by their attendant that they did not have any parking spots left, and he directed me to park in a non-spot, in front of their office door. I offered to leave my keys, for when a parking spot became available, but he said that was not necessary, my car would be fine there.I took photos (please find attached), because, since it was not a real parking spot, I was worried that the cars parked in front or behind me could hit my bumpers.When I returned to my car on September 17, I noticed there were no attendants and personnel around. There was a strong urine smell on the driver side of my car. and when I drove to the gate to leave, I noticed that when I put my driver side window down, it shuttered and shifted, as if off it's track, and then stopped moving completely and started making a grinding sound.I took my car to my mechanic, who confirmed my suspicion that the damage to my window was looked to be done when someone was trying to break into my car.I contacted Way.com and in their response to me they said "Our team has provided the information below so you can work with the parking lot directly regarding your concerns." But they did not provide any information (please see a copy of the email attached).My issue is I paid for a parking spot from Way.com, and I was not given a parking spot. Also, I believe that when Way.com provides the service of a marketplace for matching consumers with parking spots, and a parking spot is not given, then Way.com is accountable for not providing the service they promised, and the consequences of that service not being provided: my broken window.Please note: I tried calling the parking garage on the day of the incident, and nobody answered the phone.I can provide phone records and receipts.

  

  Business Response

  Date: 10/12/2022

  Hi Cinnamon,

   

  We are extremely sorry for the experience you had with our partner's parking facility. Please understand that Way.com is only a third party online market place where you can find parking and other services but we do not operate any of the facilities listed in our website directly. All the information provided in our website are directly updated by the concerned parking lots. We were not informed by the parking lot about this lot issue and thank you for bringing this to our attention. We have escalated this issue to our concerned team and they will investigate on this to make sure that this won't happen again in the future. However, we totally understand the inconveniences you have gone through and we value all our customers super important and look into their issues seriously. We always strive to deliver the best customer service and your feedback is really important to us. We have initiated a full refund back on your card and that will be reflected in **** business days.
  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. Please understand that we are not liable for any losses or damages happened at the parking lot as we do not operate them and the same has been mentioned in our terms and conditions as well. You may please contact the lot directly on ********** for any additional compensation to cover up the damage.
  We hope you can understand our position in this matter and would love to work with you again without any hurdles. If you have any more concerns or queries regarding the lot you want to book through us, please give us a call on ************ or reach out through email at [email protected] and we will be happy to assist you.

   

  - Way Team

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18198956

  Firstly, I appreciate that Way.com is striving to offer a resolution.
  
  I am rejecting their response, however, because their claim, "Please understand that Way.com is only a third party online market place where you can find parking and other services but we do not operate any of the facilities listed in our website directly," specifies that they DO provide the service of parking. But I was NOT given a parking spot. I used their service to secure a parking spot weeks ahead of my travel, and paid ahead of time. The very service that Way.com professes to provide in good faith: parking, was not provided. I arrived at the parking garage, and there were no spaces available-- as relayed by the attendant. I was then directed to park (in the open) in front of an empty office, which left my car vulnerable to the very damage it incurred.

   

  ******Had the damage sustained by my car occurred while my car was parked in a parking spot, I would recognize that this is part of the risk you take, that Way.com had fulfilled their obligation of providing a parking spot, and that the garage was responsible for the damage. HOWEVER, the damage my car incurred was due to Way.com's failure to make good on providing a parking space and my car was therefore left in the open, in a "no man's land" due to the fact that there were no parking spots available. Way.com is accountable and responsible for making sure that the service they provide -- parking-- is provided. 

   

  It is a "scam" to offer parking spots, which can be reserved and paid for in good faith, and then provide NO parking spots. What business model is that? What is Way.com professing to provide? It is up to Way.com to create a system by which the parking spots they offer are guaranteed and actually available.

  
  Sincerely,
  
  Cinnamon Sparks

  

  Business Response

  Date: 10/14/2022

  Hi ********,

   

  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. We have attached a copy of the same for your perusal. As we have already informed, you may please reach out to the lot directly for any additional charges for the damages caused in the lot premises.

  We apologize again for the inconvenience this may have caused and we hope you can understand our position in this matter.

   

  - Way Team

  
  
  
  

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18198956
  
  I am rejecting this response because I believe we need to move to arbitration.

  I do NOT believe it is my responsibility to communicate with the garage to resolve this issue. My business was with Way.com. I believe that Way.com is responsible for resolving the consequence for their failure to provide the service for which I paid them.

  I believe that Way.com is responsible and accountable for vetting their partners and establishing a better system by which the customers that purchase parking spots are given the spots that they have reserved through the Way.com platform.

  I do not understand what incentive a consumer would have to use Way.com to reserve a parking spot, rather than pay a garage directly if a.) a parking spot is not provided, and b.) Way.com directs the consumer to contact the garage for resolution to the resulting issue.

  I conducted business with Way.com in good faith. I pre-paid for a parking space, and maintain that Way.com is liable for the damage to my car as a result of their failing to provide the parking space for which I paid, and the placement of my car in a non-space where it was left vulnerable to damage due to attempted theft.

  Sincerely,
  
  Cinnamon Sparks

  

  Business Response

  Date: 10/27/2022

  Hi Cinnamon,

   

  We want to apologize for the damage to your vehicle and fully understand your frustration. Way is an online marketplace and does not operate vehicles on a physical level. Our team can only work with our partner to make sure these issues are handled accordingly. Our team has provided the information below so you can work with the parking lot directly regarding your concerns. 
  
  
  
  Unfortunately, Way cannot be held liable for any theft, missing items, lost keys or damages to customer's vehicles at our partnered locations. We ask that our users take precautions when parking at our partner's lots and always lock up any valuables in your vehicle during long term stays. Please reach out to your insurance provider regarding any damage claims. Due to unforeseen circumstances, *** has supplied the parking voucher and cannot be held liable when damage occurs outside of our control. We see the parking was fully used at this time, and apologize for the inconvenience this has caused you. Please visit https://www.way.com/aboutUs/userAgreement and scroll down to "Our Service Offerings" to find out more about our policy.  
  
  
  
  "Service Providers and Way.com are not held liable for any theft or damages to the user's vehicle, items in the vehicle, or any other user property. Service Providers and ********************** are also not liable for any general or personal injuries that occur while on the property." 
  
  
  
  - Way Team
  
  

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18198956
  
  I am rejecting this response because, per my last letter, I am moving forward with arbitration. Can you please provide the best physical address and name to whom I may serve documentation regarding this arbitration?
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/03/2022

  Hi Cinnamon,

   

  You may please look into our website for our full physical address.

  Again, we apologize for the inconvenience caused due to the experience you had at the parking facility.

  If there is anything else that we can help with, please reach out to us at [email protected]

   

  - Way Team

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18198956
  
  I am rejecting this response because: moving to arbitration. I had asked for a name and address, and was just referred to the website.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/09/2022

  Hi Cinnamon,

   

  You may please find the details below.

  47627 *************.
  *******, ** 94538
  Fax: ************
  Phone: ************
  Email: [email protected]

   

  - Way Team

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18198956
  
  Thank you for the address. May I please have a name to which I may send the arbitration details?
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18198956
  
  Hello,

  Thank you for the address. I need a name to whom I may send my request for arbitration. Would I send it to *********************, or is there someone a manager in ************** or your ***************** to whom arbitration forms may be addressed and served? 
  
  Sincerely,
  
  Cinnamon Sparks

  

  Business Response

  Date: 11/18/2022

  Hi Cinnamon,

   

  We cannot disclose a name as per our security policy. If you need further help on this matter, please contact us directly. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 11/21/2022

  Whom shall I contact directly? 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/24/2022

  Hi Cinnamon,

   

  Please contact us on ************ and ask for a Manager who can help you with the details.

   

  - Way Team

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18198956
  
  I am rejecting this response because: the whole reason I submitted a complaint with BBB was because all of my previous attempts to contact Way.com had failed, and now I am getting the same run around here. I find Way.com to be a company that is not interested in their customers except as a means to profit. There is 0 customer care. I dont want form letters, phone numbers & addresses, I want a real response to my concern: namely that I paid for a parking spot months in advance, arrived at the garage & was told there was NO spot. I was directed to a non-spot, and my car was damaged as a result. Way.com needs to take responsibility for not providing the service they promised & the consequence of that failure.
  
  Sincerely,
  
  Cinnamon Sparks

  

  Business Response

  Date: 12/01/2022

  Hi Cinnamon,

   

  We apologize for the inconvenience.

   

  - Way Team

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18198956
  
  I am rejecting this response because it does not resolve the issue or acknowledge their failing to provide the space I paid for and the consequential damage to my car.
  
  Sincerely,
  
  Cinnamon Sparks

• Initial Complaint

  Date:10/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Way.com to book my parking reservation for 7/3/22 to 7/10/22 on July 1, 2022. I paid for the reservation, in full online, in the amount of $167.87. My confirmation # is: OG123993346. 
  
  Upon my arrival at 5:30am on July 3, 2022, the cashier stated that it was 4th of July weekend & there would be an additional charge of $32.69. I showed him my reservation confirmation & told him I prepaid in full. The website stated nothing about additional charges.  The cashier insisted that I needed to pay an additional amount, or cancel my reservation & go look elsewhere. I had less than two hours to catch my departing flight at this point. This cashier was deceptive and very unprofessional. I feel that I was a victim of a bait & switch by Way.com. I asked the people who were waiting for the shuttle outside the cashier trailer if they were also up charged, & they all angrily said YES.  I had no option but to pay the additional money or miss my flight. The first shuttle left without me & I had to wait an additional 25 minutes to get the next shuttle to the airport. I then had to run through the airport to try to make my flight on time, & arrived at my gate just the door was about to close. I barely made my flight, and was still unnecessarily at a loss of $32.69.  
  
  I reported this event to the Better Business Bureau on two previous occasions, & expect my $32.69 refunded back to my credit card by Way.com. I would hate to see this deception continue to happen to other unsuspecting customers. 
  Thank you in advance for your support and assistance. 
  
  

  

  Business Response

  Date: 10/10/2022

  Hi ******,

   

  We are extremely sorry for the experience you had with our partner's parking facility. Please understand that Way.com is only an online market place from where you can find parking but we do not operate any of the facilities listed in our website physically. All the information updated in our website under each facility is provided by the concerned parking lot itself. We see that the lot has mentioned an additional charge of $3 per day for large SUV's or trucks. Could you please confirm with the lot if they have charged you extra for the size of the vehicle? If not please provide us the receipt of the additional amount you have paid to the lot at [email protected]. We will review the issue and get back to you. Again, we apologize for any inconvenience this may have caused. Thanks for understanding.

   

  - Way Team

• Initial Complaint

  Date:10/06/2022

  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.

  I made a reservation for self parking on way.com. It was changed to a valet parking only that I discovered this information on my way to the garage. The email sent to me via way.com claimed it was a self parking spot. I drive a Tesla and do not have a physical key. Also, ************** was much farther from the airport than the previous reservation that was changed less than 24 hours of commencement. The staff at way.com was not helpful and did not resolve my issues. They would not refund the fraudulent charge since its not what I paid for.

  

  Business Response

  Date: 10/07/2022

  Hi *****,

   

  We are extremely sorry for the experience you had with our airport parking service. Please understand that Way.com is only a third party online market place where you can find parking and we do not operate any of the facilities listed in our website physically. All the information listed in our website are directly by the concerned parking facility. We have moved your reservation to another lot due to the update from that facility on the last minute that they cannot accommodate anymore vehicles as per the slots given to us. This happens very rare when unexpected flight cancellations occur and they couldn't move the vehicles due to extended parking. We have moved you to the next available nearby lot with similar facilities to avoid getting stranded last minute without parking. However, we understand your frustration and inconvenience and we do apologize for the same as we couldn't provide you the exact same amenities as your originally booked lot due to unavailability. Please reply back to the email we send to you from customer support for further assistance regarding this issue. We always value our customers and look into their issues seriously. We will make sure that such incidents won't happen in the future. We hope you can understand our position in this matter and looking forward to you using our services again in the future for your travel needs without any hurdles. Thanks for your understanding and cooperation.

   

  - Way Team

  Customer Answer

  Date: 10/07/2022

  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:10/05/2022

  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.

  I booked 2 week parking at ************** through Way.com on 08/30/2022 for $234.76 to cover from 08/30/2022-09/15/2022. My trip got extended one week, so I booked an additional week at ************** through Way.com for $90.59 for the week of 09/15/2022-09/22/2022. When I got to the ************** garage on 09/22/2022, they didn't accept the ** code that Way.com sent me. They said that didn't accept the 2nd booking from Way.com of $90.59 to contact them for a return and that because they didn't accept the $90.59 payment, that I need to pay ************** directly, the sum of $113.75, which got charged to my credit card. Once I got home, I contacted Way.com to get a refund for the $90.59, because the garage didn't accept it. Way.com, after two weeks has not refunded me and has stated that they only give refunds if the order is cancelled 24 hrs. prior to check in. I said told me that I never received the new ** code until 09/21/2022, 8 days after I booked the additional week, plus that fact that the garage didn't accept their payment of $90.59. So, I'm getting double charged. Plain and simple, Way.com is charging me for a service that they did not provide me. The confirmation number is: OGI24695193 It's truly amazing that they are so brazenly trying to steal money from me.

  

  Business Response

  Date: 10/06/2022

  Hi ******,

   

  We are extremely sorry for the inconvenience caused to you and we understand your frustration on this matter. We are ready to provide you a full refund of $90.59 however, we see that you have disputed the charges. Please understand that disputed charges will be kept in hold by your bank for a period of ***** days and we don't have the access to the funds until the dispute is dropped or the bank marks the dispute as won by any of the parties favor.If you wish to work with us in getting the dispute resolved at the earliest rather than waiting for ***** days period of time, please let us know by sending an email to [email protected] so we can help you with further steps for a refund. Again, we apologize for the delay and inconvenience caused. Thanks for understanding.

   

  - Way Team

• Initial Complaint

  Date:10/05/2022

  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 July 13, I arranged with the parking app WAY to park my car at the ******************************************* *********************************************************************** for 22 days (Sept. ****) while my wife and I were in *****. At the time, the WAY website promised that the hotel provided 24-hour shuttle services to the airport. When we arrived on Sept. 7, we were told by the hotel clerk that the hotel had stopped offering 24-hour shuttle services the previous week and that we would have to wait three hours for the next shuttle (thus missing our flight). In addition, shuttle service would not be available on the hours of our Sept. 29 return (2 p.m.). Our only option was to drive to ****** and leave our car in long-term parking, and to get a refund from WAY. When we returned, I was upset to hear from WAY that I would have to deal with the hotel regarding a refund, since it was the hotel that changed its shuttle policy without notifying me. I don't understand this, since the charge on my credit card was to WAY, but I dutifully filed an inquiry with ******/Embassy Suites. I spent several days trying to work with ******, which ultimately (and unsurprisingly) told me that they could not help and that I needed to deal with WAY, since my reservation was with WAY. ****** parking was obviously more expensive, but my real frustration is that I am being charged $179.66 by WAY, for services that were not rendered, and that they apparently refuse to consider this their problem.

  

  Business Response

  Date: 10/06/2022

  Hi ****,

   

  We are sorry for the inconvenience caused to you due to our partner's shuttle service. Please understand that Way.com is only a third party online platform where you can find parking and other services but we do not operate any of the facilities listed in our website physically. Shuttle services are provided directly by the concerned lots to the customers which is complementary and is not charged to the customers from our end. Also, we always advise our customers to go through the information provided in our website/app about each lot before proceeding to check-out. This lot has clearly mentioned their shuttle time in our website as from 5 AM to 11 AM and 5 PM to 11 PM.  However, we value all our customers and look into their issues seriously.  Could you please provide the receipt of your parking at the airport to [email protected] so that we can review it and get back to you? We hope to hear from you soon.

   

  - Way Team

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18170094
  
  The response from WAY requests a copy of my ****** Airport parking receipt, which I have enclosed.  As I have said, I am NOT requesting reimbursement of the $276 I paid ******...just the $179.66 I paid to WAY for 22 days of parking at the *********************, given that I did NOT park there at all, for reasons I have explained several times.  I realize, as the response from WAY states, that the hotel "clearly mentioned their shuttle time in our website as from 5 AM to 11 AM and 5 PM to 11 PM."  This was NOT the policy when I made the reservation in July, however.  As the hotel desk clerk explained when I arrived to park my car, they had cut back their shuttle hours only the previous week.  In the future, I will certainly check before leaving the house, but if WAY's policy is not to provide refunds under any circumstances, I would still be stuck with paying double for parking.  Also, I have to say that I expected either WAY or the hotel to notify me when there was a change in the hotel shuttle policy.  I will be more cautious in the future.  Finally, I want to be clear that I have used WAY before and was quite happy with the service, as an alternative to airport parking.  I very much hope that this experience is an aberration.

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

  

  Business Response

  Date: 10/11/2022

  Hi ****,

   

  We have already initiated a refund back on your card and the same should be reflected in **** business days. We apologize again for the inconvenience and delay in getting it resolved. We look forward to you using our services again in the future without any hurdles. Thanks for your understanding.

   

  - Way Team

  Customer Answer

  Date: 10/14/2022

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

• Initial Complaint

  Date:10/05/2022

  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 arrived on a United Flight from ******************** to *** on 10/3/2022. The flight landed at 10:10. At approximately 10:15 I began to call the shuttle that comes as part of the Way parking service. After 11 calls, I gave up and called the help desk for Way. I placed 6 calls to the help desk, who informed me the garage was closed and the shuttle was not running. The shuttle is advertised as running from 5:30am-11:00pm, and the garages are listed as 24 hours. After no response, I ended up having to take an Uber from the airport, which cost me *****. When I arrived at the garage, it appeared to be locked with no attendant on duty. Once the attendant was located, they tried to tell me I had not called their phone for the shuttle, which I had proof of in my call log. I also called their phone while we were discussing the issue. Their phone rang. They refused to take accountability for the lack of response. I called WAY today, and they offered no solution to the problem, or apology.

  

  Business Response

  Date: 01/05/2023

  Hi ****,

   

  We are extremely sorry for the experience you had due to our partner's shuttle service. Please understand that we are only an online market place and we do not operate any of the facilities listed in our website physically. Shuttle services are offered as complementary by the lots directly to the customers and we are not charging anything from our end. However, we totally understand your frustration and we do look into our customers' issues seriously. Could you please send us the confirmation number and the Uber receipt to have an investigation on this matter? We will review it and get back to you. If you need further support, please reach out to us at [email protected]. Again, we apologize for any inconveniences this may have caused. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:10/03/2022

  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 an app for a company called way.com to book parking for a Dallas ****** game on Oct 2,2022.I paid using a credit card and receive a confirmation for my parking. I also received 2 different sets of instructions on how to access the parking lot. On said I would receive a "Q" code which I could hold near the scanner to open the gate. The other set of instructions said I should show the attendant my confirmation number for access. I checked all my emails and never received a "Q" code. I went to the parking lot and there was no attendant. I tried shaking the gate and banging on it but never saw an attendant. I tried calling the number given on my confirmation email but connected to an answering machine that said the mailbox was full and then hung up on me. I finally had to go else where and pay considerably more . I call WAY.COM and was told I should have called on Sunday. This is nothing short of an internet SCAM and need your help to resolve it.

  

  Business Response

  Date: 10/04/2022

  Hi *******,

   

  We are extremely sorry for the inconvenience caused to you by our partner's parking facility. Please understand that Way is only a third-party booking agent who do not own or operate any of the facilities on our platform. However, we consider all our customers super important and look into their issues seriously. We have escalated this issue to our internal management team and they will investigating upon this.

  Could you please provide us with the confirmation number of your reservation and also the receipt of the other parking you have utilized? We will review the issue and get back to you at the earliest with a prompt solution to this matter. If you have any other concerns or queries, please reach out to our team at [email protected] and we will be happy to assist you. Once again we apologize for the inconvenience you have gone through and we will make sure that this won't happen again in the future.

   

  - Way Team

  Customer Answer

  Date: 10/14/2022

  The reservation number on my purchase was OGI25040081

  

  Business Response

  Date: 10/14/2022

  Hi *******,

   

  Thank you for getting back to us. We have reviewed your reservation OGI25040081 and found that it is not a parking lot that require a QR code/ bar code to check-in, instead they have clearly mentioned in your confirmation email to display the confirmation number on your dashboard in a piece of paper before leaving your vehicle in the lot. If you have received two sets of other instructions, could you please send that to us at [email protected] with your confirmation number and review as your subject line? We will look into it and get back to you. Hope to hear from you soon.

   

  - Way Team

  Customer Answer

  Date: 10/16/2022

   
  Complaint: 18158807
  
  I am rejecting this response because:

   

  I submitted the requested information via an email directly to the person handling the complaint.

   

  The reservation ID is ***********

   

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

  

  Business Response

  Date: 10/18/2022

  Hi *******,

   

  Thank you for letting us know that you are in touch with someone from our support team. If you need further assistance, you may please contact us any time on ************ or [email protected] and we will be happy to assist you.

   

  - Way Team

  Customer Answer

  Date: 10/22/2022

   
  Complaint: 18158807
  
  I am rejecting this response because: So far they have not done anything.  

  They did send a message 4 Oct in response to a negative review although this is probably only because I had started a complaint against them.They asked for my res# and I submitted it.  Now they are asking me to contact their help staff.

  If that had worked originally we would not be doing this right now.  I have sent them a message providing them a narrative of what happened as well as the reservation number and a copy of the receipt.  I am now waiting to hear from them.

   

  I will let you know if they reach out to correct this issue without going thru your office.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hat 401 ello,I made a reservation to park my car at Way.com that is located at *******************************************************************. I picked this parking garage because it is close to *** and advertised its shuttle service. When I arrived on September 16 there was a group of people waiting for the shuttle and the person who works at the garage couldn't tell us when the shuttle would arrive. On return to *** on September 20, I called the garage many times and the shuttle never picked me up. I waited two hours for the shuttle. When I sent a complaint to Way.com I was told the shuttle service is complimentary. They told me that means it isn't guaranteed. I told them they needed to look up the word for the correct definition. I found that explanation to be both inadequate and misleading. I had to pay for an Uber to the airport and a taxi on my return trip. I asked to be reimbursed for these unexpected expenses and was yelled at by the garage worker. She said I just didn't want to pay them and I told them I had already paid.

  

  Business Response

  Date: 09/29/2022

  Hi ****,

   

  First, we would like to apologize for any trouble you had with our partner's shuttle service. Please understand that shuttles services are complementary to all bookings and not charged to the customer. Please view your confirmation for more details regarding your booking and our policy. Again, we understand this may cause inconvenience and we apologize for any discrepancies this may cause. Please understand that Way cannot be held liable for non-operable, late, or third-party payments including Uber, Lyft or **** services processed during your travel.  
  Again, we're so sorry about your experience at this time. Could you please send the Uber receipt to [email protected] with the subject line "Review with Way"?We will look into it and get back to you after review.  Please keep in mind, Way is only the third-party booking agent, the facility locations provide the services and the shuttles directly.  Keep in mind, Way.com is only a marketplace and do not operate these locations directly. Our team is sincerely saddened to hear about the inconvenience this has caused. Looking forward to hear from you at the earliest.

   

  -Way Team

  Customer Answer

  Date: 10/02/2022

   
  Complaint: 18144390
  
  I am rejecting this response because:
  
  

  I am rejecting this response because the only reason I booked this parking garage was the advertisement for a shuttle service. I disagree with the definition of complimentary being not part of the advertised parking services. Complimentary has a clear definition and it is that it included, or offered service or item that it is included with price. 
  

  I want a refund of either the money I spent for an Uber and taxi or a full refund for the parking.

   

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

  

  Business Response

  Date: 10/05/2022

  Hi ****,

   

  We totally understand your frustration and we have escalated this issue to our internal management team for investigation. We always strive to deliver the best customer service and we look into your concerns seriously. Could you please provide us the Uber receipt to [email protected] so we can review it and get back to you? Please understand that this is mandatory for us to move forward with any refund requests. Again, we apologize for the inconvenience and we will use your feedback to improve our services in the future. Hope to hear from you soon!

   

  -Way Team