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:09/25/2022

  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 had booked a parking spot through the way.com for my travels from *********, ****. Mind you, I got there at 4 am to check in because way.com ensured me that I could check in anytime. When I arrived at the Doubletree by ****** there was no one at the front desk to check me in. I tried contacting way.com customer service and received no answer. I waited 10+ minutes and was greeted by no one. I needed to get to the airport so I ended up having to drive to the airport and pay triple to park there.After the incident I contacted the way.com through there customer complaint email. I received an email stating my ticket was received. Then I received an automated email that did not solve my problems. The automated email then stated if I still had problems that I should reply to that email. I replied to the email and received the SAME automated email as a reply. So.. I decided to file a complaint here since clearly there are issues within their business, especially their customer service department. They claim they have a no refund cancelation policy, but if I was not able to get parked in a timely fashion, then how is that my fault?I would like a full refund of $63.60 credited to my card to make this right, as I was unable to park there.Order #OG124687051 Ticket Number #******

  

  Business Response

  Date: 09/26/2022

  Hi *****,

   

  Thank you for providing your feedback and concerns regarding your experience with our parking facility. We are really sorry for the experience you had with our partner's parking facility. It is very important for our team and our partners to follow all guidelines and focus on providing the best service possible. Our partners have the ability to contact our customers if there is an issue, or reach out to our team in advance to avoid these type of occurrences. Currently, as you understand Way.com is an online marketplace and does not operate any of these locations directly, if you would like for us to assist further regarding your concern, please reply back to the email from our team at [email protected] so we can assist you directly. Again, we apologize for the inconveniences.

   

  - Way Team
  
  

• Initial Complaint

  Date:09/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 1st, I placed an order for a subscription with Way.com for a carwash service named "Unlimited Monthly Charged Wash Package" for $***** a month. I realized the carwash selected was for the wrong location and instantly called them asking for it to be switched to a different location and told them that I only wanted to pay for one month and wanted it canceled after that. They assured me that both would be canceled and I would be rufunded for that charge and switched me to the right location under the plan "Unlimited Monthly Deluxe Wash Package" for $***** a month but that it would not be a reoccuring payment and it would only be one charge for the one month. However I was not refunded the $24 from the original plan and the next month I found charges for both plans on my account again. I called them up serveral times over the past months trying to get this resolved and refunded and they assured me over and over again that it was canceled and I would not be charged and that my refunds should arrive in the next **** days after each call. I've been on the phone with them countless times and every time I call them they claim that I'm still signed up and have never asked for a cancelation. I only used and wanted this service the month in June and they have been scamming charging me every month when I clearly ask for it to be canceled. There is no option in the app for it to be canceled either and I still see them there. All of the following charges I did not permit: June 1st $***** June 22nd ***** June 30th ***** June 30 ***** July 31st ***** July 31 ***** Aug 31 ***** Aug 31 ***** The order numbers are #OGI24335230 #OGI24335229 The main company's number that I've used is ************** but the person that I've talked to most times about this is ******** and his direct number is ************** I have no received any refunds and I'm scared they are going to try to charge me again. I really need to get this resolved. I've spent countless hours talking to them.

  

  Business Response

  Date: 09/26/2022

  Hi ****,

  We are sorry for the experience you had with our refund process and we understand your frustration. Thank you for taking the time to notify us about this issue and we will make sure getting this resolved as promptly as possible. Our concerned team will be in touch with you to get clarifications regarding ************* subscription within 24 hours. Thanks for your patience and understanding.

  - Way Team

   

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18123871
  
  I am rejecting this response because: ways.com has only emailed me about refunding the two charges for this month. However there has been a total of 8 charged that I did no authorize and asked for all subscriptions to be cancelled prior to all of these charges. They need to refund me for all of the charges. In the ways.com app it also still says that I will be charged again next month and I'm afraid they haven't actually cancelled the subscription. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/05/2022

  Hi ****,

   

  We would like to inform you that we see only 4 charges were made on the subscription and out of them two charges were refunded. We cannot offer a refund for the other two as you have reached out to us for cancellation on 8/14 which is after the start of your subscription. If you need further help regarding this please reach out to us directly on [email protected].

   

  - Way Team

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18123871
  
  I am rejecting this response because: There was a total of 10 charges with only 2 charges refunded. Here is a screenshot from my bank account to show it. At the bottom you can seethat 2 were credited back (the refunds) but there is still 8 debit charges that have been charged after my cancellation in June. In the app there is also all of the history so you should be able to see all of it. I have requested every month for this to be cancelled and it was long before auguest that I wanted it to be cancelled. There is a total of $215.96 that should still be refunded to me and I've been in contact with you guys a long time. You always claim to end the subscription but then resign me up for it again and change the name of your charges. I should not have to jump through so many hoops. 

  Here's all the order numbers it shows me in the app. 

  #OGI23597057

  #OGI23597462

  #OGI23966724

  #OGI23966725

  #OGI24335229

  #OGI24335230
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/27/2022

  Hi ****,

   

  Could you please send us the screenshot of your bank statement at [email protected] that is showing 10 charges? We couldn't find the screenshot in BBB as you have mentioned (may be due to security reason). We will review it and get back to you.

   

  - Way Team

• Initial Complaint

  Date:09/23/2022

  Type:Delivery 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.

  Date of transaction 08/22/2022 and 09/22/2022. I never asked for Roadside assistance and was charged without my permission.

  

  Business Response

  Date: 09/26/2022

  Hi ********,

   

  Thanks for updating our team regarding your experience, as we understand your frustration. We are sorry for any trouble regarding our services and thank you for bringing this to our attention. We see this transaction as cancelled and refunded already. If you would like to speak to a member of our team please email [email protected] so we can assist. We will use the feedback to improve and to ensure this doesnt happen again.
  

   

  -Way Team

• Initial Complaint

  Date:09/23/2022

  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.

  I canceled my parking reservation on 9/5/2022 and received a cancellation confirmation stating I would receive a refund within **** days. I have not received a refund. Ive called the company several times and without resolution. The company emailed an alleged confirmation of a refund, but when I called my bank I was advised that no refund from Way.com has been initiated. I canceled my reservation due to some questionable practices and I believe this company is cheating customers. There was no reason for the charges to be made to my card since I never used their services.

  

  Business Response

  Date: 09/23/2022

  Hi *******,

   

  We apologize for the experience you had with our refund process.

  We see that you have made a double booking for the same parking lot and one of them was cancelled and refunded $36.79 as per your request (OGI24738251).

  Could you please clarify if you would like to refund the other reservation OGI24765998 as well?

  If you want a refund for the other reservation also, please reach out to us at [email protected] so that we can resolve it for you without further delay.

  Looking forward to hear from you soon.

   

  - Way Team

   

   

   

   

   

  Customer Answer

  Date: 09/25/2022

   
  Complaint: 18059891
  
  I am rejecting this response because: Yes I want I refund! I didnt use the service and my card shouldnt have been charged. 
  

  Ive called the company numerous times and was assured that the double booking was made in error and ALL money would be refunded. 

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

  

  Business Response

  Date: 09/28/2022

  Hi *******,

   

  We have cancelled and refunded your other reservation OGI24765998 as well and refunded back on your card ending ****. It will be reflected back on your card within **** business days.

  If you need further assistance, please do not hesitate to contact us right away at [email protected] or ************.

   

  - way Team

  Customer Answer

  Date: 10/05/2022

  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:09/22/2022

  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 parking through way.com at *****************************. The description showed a free shuttle to the airport. However it didnt state that the shuttle didnt run on weekends. As a result I incurred $15 Uber fee one way and $25 Uber fee on my way back. I could have taken Uber to the airport instead of paying for parking. I tried to resolve this issue with way.com to get a partial reimbursement or a refund from Embassy suites for misleading description to no avail. Way.com is complicit with the parking provider that misleads customers. Again if I was told upfront that there was no shuttle I would have booked other parking with a shuttle or just took Uber to the airport and didnt pay for parking at all. I would like at least a partial refund. This is very frustrating to find out that you need to get a taxi last moment when your plane is about to depart.

  

  Business Response

  Date: 09/23/2022

  Hi Rosty,

   

  We are really sorry for the experience you had with our partner's shuttle service.

  Please understand that shuttle service is a complementary service offered by the parking facility directly to the customers and we do not charge anything from our end for shuttle service. Way.com is only a third party online market place and we do not operate any of the facilities listed in our website physically. We always advise our customers to go through the information provided by the lot in our website before proceeding to check-out.

  Also, please note that shuttle information about this facility was clearly mentioned in our website as shuttle service available from Monday to Friday from 5AM to 11AM and 5PM TO 11PM. A screenshot of our website has been attached for your perusal.

  However, as we value all our customers and look into their issues seriously, we will try our best to resolve this for you. Could you please share the **** receipt to [email protected]? We will review it and get back to you.

  Thanks for your understanding and cooperation.

   

  -Way Team

• Initial Complaint

  Date:09/22/2022

  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 used their app to purchase monthly car wash at a local business back in June 2022. It would not work. Reached out for a refund. No response. Contacted credit card company and filed a dispute. A week later heard from way.com stating if I withdrew my dispute they would issue a refund right away. Well it is now September 2022 and still no refund. I reached out many times with a response that they are looking into it

  

  Business Response

  Date: 09/23/2022

  Hi *****,

   

  We are extremely sorry for the trouble you had with our partner's car wash service and also the delay in getting this resolved to you.

  We apologize for the delay to initiate a refund due to technical issues. It has been resolved and we have already issued the refund back on your card. You can expect that to be reflected in **** business days.

  If you have any more concerns, please reach out to us on [email protected] and we will be happy to assist you.

   

  - Way Team

  Customer Answer

  Date: 09/29/2022

  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:09/22/2022

  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 March 10, 2020, I made a parking reservation for parking near ************ Airport for later that month. At the time I made the reservation, I understood that I could cancel for a full refund. Then the pandemic hit, my plans were cancelled, and I asked for a refund. On March 28, I was told that I could not get a refund, but I was given Way Bucks to use at any time in the future. I was not happy, but understood that with the shutdown, there was no money to be refunded. The case was [## ****** ##] for Reservation OGI16917331. I had paid $119.07 for the original reservation. On May 11, 2021, I reached out and asked if it was possible to receive a refund because travel had bounced back and I believed they could afford to refund my money. At first, I received an email saying that I would get a refund, but then they decided that too much time had passed and they could only honor the Way Bucks. Finally this month I needed to travel again and I attempted to use my credit. I found I could not sign into their website--it would not load. I tried on three different computers and with two different browsers and still I was unable to sign into the site. I called, I chatted, and I received one call back, but no one could help or make a reservation for me. All they suggested was that I download their app. Since I was not happy with the website, I had no desire to download their app and told them so. I ended up using another parking service and would like to simply have my refund and never deal with Way.com again.

  

  Business Response

  Date: 09/22/2022

  Hi ****,

   

  We are extremely sorry for the inconvenience and delay caused to you in resolving your issue with Way.com.

  Please understand that there is no option in our system to reverse the amount back on your card after a particular time period and it's been 3 years after your reservation so the reservation is showing in our system as cancelled and refunded.

  We can help you with the log in to access the Waybucks provided for your next reservation as it has no expiry.

  We will provide a new password for easy access to your account and you can change that later on after logging in to your account. We can see a credit worth $129 in your Way account that can be used any time as per your convenience.

  We have tried to contact you in your phone number to help you with log in provided but unfortunately, the call was left unanswered. We will also send you an email from [email protected] to reach out to you. Please reply back to that email for further assistance.

  Again, we apologize for the delay and inconvenience as we understand your frustration.

  We can assure you a quick resolution without further delay in this matter at the earliest.

  Thanks for understanding.

   

  -Way Team

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18060748
  
  I am rejecting this response because:

  I don't believe that offering to assist in signing into their website will be of any help.  I tried for three days with calls and chats and nothing worked.

  Just because their system shows that the issue has been resolved does not mean that it has been.  Yes, it's been a long time that they've had my money.  I was being patient because I know that the travel industry was hit hard by the pandemic shutdown.  It seems to me that someone from the company should be able to override "the system" and issue a check to clear my account.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/27/2022

  Hi ****,

  
  
  We apologize for the inconvenience caused to you but please understand that it is not possible to override our system at this moment.

  We have offered you all the possible ways to get this resolved already. Please note that we can assist you fully to log in to your account and access your funds to utilize your future reservation.

  We understand that you don't want to download our app or try logging into our website with our assistance. However, this is the only way we can help to resolve this issue as of now.

  If you need further help, please reach out to our team on ************.

   

  - Way Team

   

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18060748
  
  I am rejecting this response because: I have not been able to log into the way.com site after continuing to try. I do not know how they can assist me when phone calls and chat sessions have done nothing. I cannot understand how a "system" can override the need to satisfy a customer who was promised a refund at the time the reservation was made and never got it. The last person to call me from way.com said she could not give me a refund "even if I wanted to" and that seems to sum up the attitude I have been receiving from the company. No one WANTS to help.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/19/2022

  Hi ****,

   

  We see that you have made a new reservation using Waybucks for $82.1 from 11/21 to 11/29. The remaining amount of Waybucks can also be used anytime for another reservation in the future. Hope your issue is resolved now. If you need further assistance, please do not hesitate to contact us.

   

  - Way Team

  Customer Answer

  Date: 10/21/2022

  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. I was finally able to access my account on their website. I only wish that the rest of my Way Bucks could be refunded to the credit card that I was required to provide in order to complete my reservation.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/20/2022

  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.

  Hello yesterday 18SEP2022 I was suppose to fly out of *** but due to problems with my passport I was not able to fly out and had to cancel my plans also I only used very little of my purchase for parking about 3 hours as should be stated in your records because I was scanned for my reservation by the attendant and I need to get a refund for the remaining of days that was not used please help. Way.com Response. Hi *****************?, Thank you for reaching out to Way.com! We are sorry for the inconvenience and regret to inform you that your refund cannot be approved at this time. As stated in our terms, all cancellation requests must be submitted prior to the check-in and we don't have a partial refund policy Thanks and best regards, The Fact of the matter is that this company should be able to refund some the money spent for parking that I am not using, a reputable company should be able to do this no questions asked, all they keep saying is cancellation happens before check in but what about for unplanned events like flight cancellation or I mean you pay for the service at full price in order to get you the ** code to park! I am never using this company ever again.

  

  Business Response

  Date: 09/21/2022

  Hi ****,

   

  We are really sorry for the inconvenience and we understand your issue and can assure you our team's priority is customer satisfaction as we take all feedback seriously. We noticed that you have reached out to our team after your original check-in time. Since it's passed our refund request period, we kindly have to request additional information from you so we can investigate your reservation with our partner's parking facility. This way we can verify your reservation with our partner and get your refund as promptly as possible.
  
  Could you please share any documents or receipts you have showing that you had to cancel the flight or had to postpone the trip? Even an email or messages to and from the airlines regarding the same would be fine. 
  
  We will be sure to reflect on this matter and be sure to resolve it promptly. Please feel free to contact us at your earliest convenience at [email protected] as we would like to make things right with you. 

  We apologize again for any inconvenience this may have caused.

   

  -Way Team

  
  

• Initial Complaint

  Date:09/19/2022

  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 an unlimited car wash monthly subscription service. I was only able to use the service a handful of times because the scanner to enter didnt work/wasnt open when listed/etc. Called to cancel subscription and was told it was processed. Months later i am STILL being charged and they refuse to refund any months despite the service not being used for months. Fraudulent. Tried to cancel a 2nd time and was hung up on. Impossible to cancel and they keep telling me someone will call you back to confirm the cancellation. No calls ever received while they continue to steal my money.

  

  Business Response

  Date: 09/20/2022

  Hi *******,

   

  We are really sorry for the experience you had with our ***************** Could you please provide us the email that you have used for ************* reservation or the confirmation number that starts with an OGI? We are unable to locate your reservation details in our system under the email you have provided. We will be awaiting your reply to move forward with the next steps to help you with resolving this issue at the earliest. If you want to provide us any additional information or would like to reach out directly for assistance, please sent us an email at [email protected]. Again, we apologize  for any delay and hope to hear from you soon.

   

  -Way Team

   

• Initial Complaint

  Date:09/16/2022

  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 and paid for a parking for JFK with Way.com in Jamaica JFK Discount Parking. By the picture on the web site it supposed to be a building pave and secure. However when I arrived it was nothing like that and was a lot with no much security. One of the amenities was self parking which is what I like as I dont want to leave my keys. Well there was not building and the lot seems not secure. Also as it was a small lot, you needed to leave the key which I did not wanted to. The person the other location where they park, telling me that the lot was almost full, I drove to that location almost two miles away and the lot was in worst conditions and un addition they were charging 7 extra dollars per day in cash (no credit car accepted) which I did not have in cash, as my car was a ****** rouge, I was not going to leave my car I that place so I got out and park o the long term parking. I tried to cancel the order, but the option was not available on the app. After I got to the airport, with a lot of stress as I was already late, I call way.com but they did not want to refund the money as the time of reservation has passed. I did not reserve in an very unsecured lot leaving my keys. I appreciate any thing you can do so I get refunded.Best regards,******

  

  Business Response

  Date: 09/19/2022

  Hi ******,

   

  Hi, Thank you for your review. we are sorry to hear you had a frustrating experience, but we really appreciate you bringing this issue to our attention. Please understand, our cancellation policy reads cancellation can be made for a full refund as long as requested is prior to the check-in date. Also, cancellations made in our mobile app will only be in Waybucks for future use. However, we can assure you that our team's priority is customer satisfaction as we take all feedback seriously. We will be sure to reflect on this matter and be sure to resolve it promptly. Please feel free to contact us at your earliest convenience at [email protected] as we would like to make things right with you. Thanks for taking the time to share this with us. We hope to hear from you soon!