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Business Profile

Ecommerce

Way.com

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Ecommerce.

Important information

  • Customer Complaint:

    BBB’s business profile for Way.com was created in May 2016.  A review of complaints was completed in July 2024. Complaints on file state concerns with their reservation, shuttle services, and Way.com's subscription option.


    Consumers are encouraged to review the following:

    Frequently Asked Questions (FAQ)
    Terms and Conditions for Shuttle Policy and Refund & Cancellation Policy.
    Refunds & Cancellation Policy for Parking Pass and Other Parking Services.

    For additional support, please visit Contact Us.

     

     


Complaints

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

Find a Location

Way.com has 3 locations, listed below.

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

    Please enter a valid location.

    Customer Complaints Summary

    • 454 total complaints in the last 3 years.
    • 103 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/04/2022

      Type:Product Issues
      Status:
      Answered
      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.
      A planned trip with a tour was canceled as someone in the group tested positive for covid. I had to return home 5 days earlier than predicted. *** refuses to refund the 5 days. I ever heard of this site before and shouldve known better than to book a 3rd party app to find long term parking at *** ***. Only asking for 5 day refund. The parking lot is willing to work with me but Way is not!

      Business Response

      Date: 08/29/2022

      Hi ********,

       

      Thank you so much for your patience, and so sorry for the delayed response here.

       

      Our team will be happy to look into this issue for you, can you please offer a copy of any COVID information or any flight itineraries that shows you arrived back earlier? This will allow our team to process the refund for the unused days as a one-time courtesy. I understand this situation was out of your control and we want to help as much as possible. Please understand that Way does state in our terms and conditions that we do not refund for unused days, but we are flexible on certain issues that are outside of our clients control.

       

      Looking forward to assisting you, please attach any documentation to this claim so we can review.

       

      Best,

      Way.com Team

    • Initial Complaint

      Date:08/01/2022

      Type:Product Issues
      Status:
      Answered
      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 booking with them to use parking near *********** and when arrived at the parking lot, they told me they don't have any affiliation with WAY and that my booking is not valid. I was charged for a booking I couldn't use and when I contacted way they denied my complaint saying that my situation was not true

      Business Response

      Date: 08/02/2022

      Hi ******,

       

      We see your have a confirmation OGI24320123, by any chance did you park at different location?

       

      If so, please supply our team with a copy of the additional receipt as the parking location mentioned that they are affiliated with our team and it could be a possibility you went to the incorrect location at this time. Once we have the additional information we will be happy to look further into this issue for you.

       

      Best,

      Way.com

    • Initial Complaint

      Date:07/27/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 a parking lot on way.com Confirmation: OGI23913641 (July 6-July 26, 2022 for $293.49). First, there was no such lot name/address even to be found. ****** maps could not find this lot. I stopped at the gas station mentioned in my confirmation email and asked about this lot - no one heard of it. I proceeded to call way.com twice for help - no one answered. I circled around for an hour trying to find it (I was already late for a flight at ***). Some other parking lot told me that the lot moved to a different address. I then googled the lot by name and found a #. When I called that lot, they confirmed my reservation but said they were full and I had to go to another lot. It was mentioned in my confirmation email that upon over-booking a different lot would be provided (named: Prime Park Lot and address: ***** ******************, Queens, ********), but this was not the same lot that was given to me over the phone when speaking to the original lot booked (instead I was told to go to: Air Lot: ********************************************** **) Upon arriving at this lot, it looked very unsafe, had just a handful of cars parked and we were taken to the airport in a regular car (non-commercial without any signs). Had I known that this would've been the location of the lot, I would have never have booked it. Upon arriving to pick the car up on July 26, the manager notified us that they had a string of robberies and our car's mantle plus catalytic converter was sawed off. This was at 10pm and we had 2 small kids with us. I'm not seeking a refund for the stolen car parts, but a refund for the parking lot stay as we were clearly not able to park where we originally booked or even at the alternate lot provided in the email. It was a completely different lot. Way.com claims to have trusted and verifiable lots on their site but that is completely untrue. I have contacted way.com via chat (which seems to be the only way they answer) and was told that no refund would be given.

      Business Response

      Date: 07/28/2022

      Hi *****,

       

      Can you please share a copy of the damage to your vehicle, our team can look into this and get you refunded. We are so sorry to hear about your experience and want to help as much as possible with your concern. 

       

      Thank you.

       

      Way.com Team

    • Initial Complaint

      Date:07/21/2022

      Type:Billing Issues
      Status:
      Resolved
      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 a parking spot and shuttle service from Way,com for Tuesday, July 19th from the ************ at *************************** in *****. When I arrived I was told they no longer have the shuttle. I had to then drive to the airport to park. I called Way.come as soon as I called and they said even though it said free shuttle it had been discontinued due to safety reasons. I am requesting my fee I paid back from away.com The amount is $65.99.

      Business Response

      Date: 07/21/2022

      Hi ****,

       

      Thank you for reaching out to our team.

       

      Please understand that shuttle services are all complementary to bookings. If a location has discontinued their shuttle services we are unable to override this and provide a refund. Our team has the option to move you to a different facility so you are not inconvenienced by the shuttle issues during your travel. For the troubles we have added $10.00 of credit to your account for the inconvenience, and we will be sure to inform our airport parking team of the troubles you encountered.

       

      Thank you for understanding.

       

      Best,

      Way.com

      Customer Answer

      Date: 07/21/2022

       
      Complaint: 17599246

      I am rejecting this response because I paid for the service to park and receive a ride to the airport. I did not receive either service so I am requesting a full refund. I ended up parking at the airport because once the shuttle was not available I did not have time to seek other transportation and was told they did not have any other ride for me.

      Sincerely,

      *******************

      Business Response

      Date: 07/26/2022

      Hi,

       

      Can you please upload and share the additional receipt for the other location you parked at this time?

       

      This will help our team look further into this issue for you. 

       

      Best,

      Way.com

      Customer Answer

      Date: 07/29/2022

       
      Complaint: 17599246

      I am rejecting this response because: Attached is the receipt for our parking at ************************ Airport. This is where we needed to park in order to be on time for our flight to *********. With the shuttle canceled by way.com we did not have time to get an Uber, Lyft or cab big enough for our group of 6. We ended up parking at the airport which was much more expensive.
      I called way.com as soon as I reached the airport to ask for a refund since we didnt park there and was told they do not do refunds.
      Thus receipt was requested by way.com but I was not able to upload it to them.
      Please forward this to them as proof that I parked elsewhere and not at their location.

      Sincerely,

      *******************

      Business Response

      Date: 08/01/2022

      Hi ****,

       

      We have refunded your reservation in our system, we are so sorry for any troubles at this time. 

       

      Best,

      Way

      Customer Answer

      Date: 08/02/2022

      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,

      *******************

    Way.com is NOT a BBB Accredited Business.

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