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

  47627 Lakeview Blvd 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:04/16/2025

  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.

  4/21/2021 @ 1133, covered valet parking purchased for $124.72 4/21/2021 @ 1214, voluntarily canceled voucher. Instead of reimbursement, Way.com provided credit in the form of "Waybucks" that have not been used. Upon accessing my account, there is no credit available.

  Business Response

  Date: 04/17/2025

  Dear *****,

  Thank you for reaching out to us regarding your concern. I understand that on 4/21/2021 at 11:33 AM, you purchased covered valet parking for $124.72, and later voluntarily canceled the voucher at 12:14 PM the same day. Instead of a reimbursement, you were provided with "Waybucks" credit, which has not been used. I also understand that upon accessing your account, there is no credit available.
  We sincerely apologize for any inconvenience this may have caused. Please rest assured that someone from our team will contact you shortly to process a refund to your credit card.
  Thank you for your patience, and we appreciate your understanding.

• Initial Complaint

  Date:04/11/2025

  Type:Sales and Advertising 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.

  they scammed us, there was no free shuttle to the airport terminal, they had a temporary sign up it only went to the air tram and we got to the airport too late due to that delay and false advertising.Also they had the wrong address of the parking lot. No such address exists in real life or even on ****** maps for a parking facility for the airport. we reached out to u and the parking operator before filing the claim and no one wanted to take responsibility so we are starting to look into the false advertising to file complaints with local governments

  Business Response

  Date: 04/11/2025

  Dear Gee,

  Thank you for reaching out to us and sharing your concerns. We sincerely apologize for the inconvenience and frustration caused by your recent experience.
  We understand the disappointment regarding the shuttle service and its lack of direct access to the airport terminal, as well as the confusion resulting from the incorrect address provided for the parking facility. These issues are deeply concerning, and we take them very seriously.
  We appreciate your efforts to reach out to us and the parking operator prior to filing a claim, and we regret that we failed to meet your expectations in resolving these matters promptly. Please rest assured that we are thoroughly investigating the situation, including the signage, shuttle service, and address discrepancies.
  Our team is committed to addressing and rectifying these issues to prevent similar experiences in the future. To address your concerns, someone from our team will be reaching out to you shortly to discuss the situation further. If you prefer, you may also contact us directly at [your contact information] for immediate assistance.
  Once again, we apologize for the inconvenience caused and thank you for bringing these matters to our attention. We value your feedback and are taking the necessary steps to improve our services.
  Thank you for your patience and understanding as we work to resolve this situation.

• Initial Complaint

  Date:04/04/2025

  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 ordered a parking reservation for 02APR at ****************************** however when I showed up the parking lot refused to honor my reservation. I contacted way.com and was put through what felt like a criminal trial. They refused to refund me and instead ask for me to send proof that I parked somewhere else. I did not have a receipt for the parking lot I had to go to because their reservation wasn't honored. I sent them pictures of my car and tickets I had at that location but they would not give me a refund. After a few days of back and forth they said they would issue me a refund but upon closer inspection it was not a refund but "account credit" and they FORGED my authorization saying that I "REQUESTED" waybucks/account credit rather than my money.

  Business Response

  Date: 04/07/2025

  Dear Daoyou,

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you experienced during your attempt to use the parking reservation at ******************* on April 2nd.

  We understand how important it is for our customers to have seamless and reliable service, and we regret that the parking lot did not honor your reservation. While we strive to ensure every reservation is upheld, unforeseen circumstances can arise that disrupt the process. After reviewing the details of your complaint and the documentation you provided, we have issued a refund as a gesture of goodwill. Please note that, as per our policy, we do require proof of payment or receipts from the alternative parking facility to process refunds. This policy helps us verify the claim and resolve issues more efficiently. If you have any further questions or concerns, please do not hesitate to reach out. Your feedback is invaluable in helping us improve and deliver the quality service you deserve. Thank you for your understanding, and we appreciate the opportunity to make this right.

• Initial Complaint

  Date:04/02/2025

  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 reserved a parking reservation for my motorcycle on March 28 at 5:45pm. When I arrived the location at my reservation time I checked in at ****************** when I noticed a sign that said the shuttle to the airport was unavailable from March 27th through March 31st. I reached out to Way.com Chat and it was explained to me that the shuttle is a complimentary service from the Hotel. My complaint isn't because the shuttle wasn't available when I arrived, it's because the app should have been updated to reflect that, because I would have made other arraignments. I had to walk from the Hotel to the airport. When I arrived on March 30th at 1145pm to pick up my motorcycle, I found it dropped to the ground damaged. When I called Way.com and spoke to a supervisor he made it seem like I was going to be taken care of. I want my money back due to the experience I endured. Either cash value or Way Bucks. Until then, this review will remain here and on their BBB site. I will be posting to ****** and Yelp as well. 1 bad review or complaint costs any company 10 customers. I hope the ***** was worth it for Way.com

  Business Response

  Date: 04/04/2025

  Dear ******,

  
  Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience and frustration you have faced. Your concerns are very important to us, and we want to make sure this situation is addressed promptly. Weve already reached out to the hotel regarding the incident involving your motorcycle, and unfortunately, they were unable to provide further information. We kindly ask you to contact the hotel directly, as they may be able to assist you further regarding this matter. In the meantime, someone from our team will be in touch with you shortly to discuss your concerns and work toward a resolution. Please know we are committed to making things right and improving your experience with us moving forward. Thank you for bringing this to our attention, and we appreciate your patience as we work to resolve this issue.

  
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23151613
  
  I am rejecting this response because:

  Every time the business reaches out they offer me the same deal. A ***** dollar voucher towards my next booking and a promo code. My motorcycle was damaged and all the business could do was offer that? If they couldn't give me money then I would have accepted something equivalent to it but they couldn't offer that. If I was the owner of this business I would make it right. You are hosting other business that you represent. I shouldn't have to reach out to the hotel for anything. Your team should be updating the application for best customer experience. Especially in a city like ********** 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/11/2025

  Hello *******,

   

  Regarding the issue with the hotel, we reached out to them previously, as mentioned, and they informed us that no claim was made to them about the matter. If you would like to address the matter directly, the hotel is in a better position to assist you further. We recommend contacting their team, as they may be able to offer a resolution that meets your expectations.
  We apologize for the inconvenience and appreciate your patience as we work to ensure better experiences in the future. Please let us know if there is anything further we can assist you with.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23151613
  
  I am rejecting this response because:

  I did business with Way.com App platform and the transaction of money went trough your app.. The responsibility should be yours. It was late when I arrived back to ********* to retrieve my motorcycle with having to work hours later. I've spent countless emails and messages here trying to resolve the matter. Even in your last response doesn't resolve the matter. Keep in mind that I am an educated person, one bad review costs the company money. Could have just found a way to keep a customer happy but are deciding to debate the issue. Bad business. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a park and ride service through their site. When I got to the airport and needed to pick up my car, the place I had left it told me that they couldnt provide a shuttle service and that Id either have to take a bus or an ***** When I asked for them to reimburse the cost, since that was what they were supposed to provide, I was told to call the booking company. I did, and the associate first told me that they couldnt do anything. Then he said Id be reimbursed the cost of an ***** Id already been walking to the bus station, so I turned around to go to another area for a ride. Then the associate said he couldnt actually guarantee reimbursement. In that time I missed the bus and then had to wait for twenty minutes in the rain with my family (all holding luggage) for the next possible bus. I would like at least a partial refund to compensate the cost of multiple bus tickets and time.

  Business Response

  Date: 03/31/2025

  Dear Rebbekka,

  Thank you for taking the time to share your experience with us. We sincerely apologize for the inconvenience you encountered during your trip and regret the challenges you faced with transportation and reimbursement. We understand how frustrating it must have been to miss the bus and wait in difficult circumstances, especially while traveling with your family and luggage. Your feedback helps us improve our services and ensure situations like this are avoided in the future. Wed like to inform you that weve noticed the refund has already been processed. If you have any further concerns or questions, please dont hesitate to reach out. We are committed to making things right and improving your experience moving forward.
  Thank you for giving us the opportunity to address this matter, and we appreciate your understanding.

  Customer Answer

  Date: 03/31/2025

  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,
  
  Rebbekka Messenger

• Initial Complaint

  Date:03/26/2025

  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 made a reservation for a car parking space on February 16 /2025 at the doubletree by ****** in *********** .I was to leave my car on 3/1/25 at 4am and return on 3/8/25 at 10 pm!when I got to the hotel on 3/1/25 at 4am I was told that they didnt had any parking left ,they put me on the phone with a WAY representative named **** I asked him what they intended to do about my problem since my flight would leave in 2 hours , I was told by the same representative to go park the car at the economy parking at the airport , then asked him who was going to pay for the park there since I knew that would cost close to $300 for the week ,he told me to get a receipt and I would be reembolse by WAY!upon my arrival I sent them the receipt for $280 with a explanation of the problem ! For the past three weeks I been trying to get reembolse for the parking ! The company refunded me $95.59 amount that I had paid them when I made the reservation!After e-mails back and forth with them I was told that there policy only allowed them to reembolse what I had paid them and nothing else!So this company is in business to pretend that they found you a cheaper parking them they make you go pay full price and then I dont know why they ask for a receipt that they never going to reembolse you for! I believe I should be paid for the $280 that I had to pay because of there bad business practice !

  Business Response

  Date: 03/27/2025

  Dear ******,

   

  Thank you for reaching out and providing detailed feedback regarding your recent experience with our parking reservation service. We sincerely regret the inconvenience and frustration you encountered at the DoubleTree by ****** at *********** on March 1, 2025.

  
  We understand how important it is to have a reliable parking arrangement, especially when traveling under time constraints. We apologize for the unexpected lack of availability upon your arrival and for the resulting disruption to your plans. While we aim to offer a seamless service, we recognize that we fell short in this instance. Regarding your refund request, our current policy only allows us to reimburse the amount you initially paid for your reservation, which has been refunded to you in the amount of $95.59. Unfortunately, we are unable to refund additional expenses incurred beyond the original booking cost. We deeply regret any misunderstanding this may have caused.

  Your feedback is invaluable, and we will review our processes to prevent similar situations from occurring in the future. We are committed to improving our customer experience and truly regret the inconvenience caused by this incident.

  
  If you have any further questions or concerns, please don't hesitate to contact us. We appreciate your patience and understanding.

• Initial Complaint

  Date:03/26/2025

  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.

  My car was parked on the property for 4 days while I took a trip and upon my return the ***resentative on site asked me to wait while they brought my car to the front. I waited as I watched other customers that came AFTER me have their cars brought to them. After approximately 10-15mins I asked the ***resentative where was my car, he proceeded to tell me it was coming, there were alot of cars around my car but, it'd be brought to me soon. I waited another 10 minutes, found the *** again asking about my car. He became annoyed advising me they were busy. Meanwhile other customers again are receiving their car. After 38minutes my car is brought to me. I drive down the road 2 mins & check my car's dash camera, I see 2 people standing outside the driver's side window along with the "***" I had been asking about my car using a crow bar prying my window/door open. I immediately call and speak with ******, the man I'd been asking about my vehicle, and asked him WHY DID HE LIE TO ME THE WHOLE TIME and I proceeded to tell him about the dash cam. He immediately apologized and said he'd call supervisor to call me back. I NEVER RECEIVED A CALL FROM THE MANAGER, but ****** texted me that his manager was going to refund me and apologized again and that his manager was going to ***rimand the person whom broke into my car. I also advised they'd damaged my door, it is bent as you can hear the outside wind blowing in my car due to them bending my window/door. I also asked why be deceitful and not ask me if it was okay they break into my ********** obviously aren't trained. (they locked the keys in my car). After a week I texted ******, asked where my parking refund was and got no response. I emailed the company as well and no response. THIS BUSINESS DAMAGED MY CAR DOOR. I originally only wanted my parking charge back and disputed this with my bank. Now, I will be filing a small claims case for the parking fee, damage to my window and willful pain, suffering and punitive damages.

  Business Response

  Date: 03/27/2025

  Dear *****,

  Thank you for sharing your concerns with us. We sincerely apologize for the experience you had and for the inconvenience caused. We want to address this matter properly and ensure it is resolved for you as swiftly as possible.

  
  To help us investigate this situation further, could you please provide your Reservation Number or any other identifying details related to your stay with us? This will allow us to look into the specifics of what happened and work toward a resolution.

  
  Thank you for your patience while we review this matter. We look forward to assisting you further.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23120173
  
  I am rejecting this response because: I am requesting a refund and I have proof of the parking representatives prying my door open WITHOUT MY PERMISSION and there is damage to the door and I want compensation for the top of my door that is bent. 

  My confirmation number is Confirmation no :OGI48798753

  My reservation info:

   

  Order Date : 20 Nov 2024, 08:35 AM EST
  Parking Lot Name : ************************** ( Formerly BMI Smart MCO )
  Parking Lot Phone : *************
  Entrance Address : ****************************************
  View Map : Click Here
  Enter After : Sat, Nov 23, 2024
  10:00 AM
  Exit Before : Fri, Nov 29, 2024
  10:00 AM
  Change
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/31/2025

  Dear *****,

  We take concerns like this very seriously and want to assure you that your satisfaction is our top priority. One of our team members will be reaching out to you and coordinating with the lot to address this issue promptly. We are committed to resolving this situation for you as quickly as possible. We appreciate your patience and understanding, and we look forward to getting this matter cleared up to your satisfaction.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23120173
  
  I am rejecting this response because: I've sent this company these same text and proof of the calls received from their business associate, ****** and nothing was done. I'm attaching the pictures and text here. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/22/2025

  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.

  Date: 3/22/25 Transaction for **************** Amount: $178.98 + $10.21 =$189.19 Timeline of Events:1) Input reservation time and date on website 2) Processed reservation order 3) Confirmation page displayed incorrect times 4) Installed required app to edit reservation 5) App displayed $10 fee to edit reservation 6) Called Parking Lot from email confirmation 7) Informed I needed to call vendor 8) Called customer service from vendor 9) Explained that system must have glitched, I input times correctly but the confirmation showed incorrect times and I did not want to have to pay for an error I did not make.10) Agent would not help, explained they could process a refund for store credit but that rebooking would likely be more expensive; requested manager.11) Spoke with manager, explained situation 12) Was told I would have to pay to modify 13) Explained I would not pay, was offered a refund 14) Asked how long for refund, told 7-10 days 15) Manager offered credit, I explained why I would not take creditbecause I would likely have to pay more to rebook 16) Manager insisted he could not change it without charging me, continued to offer refund 17) Explained I could not wait for refund and would not take store credit to pay more for the same thing 18) Manager offered $5 promo code for my next reservationan offer advertised already to me in-app anywaysaid he was not authorized to change without charging me 19) Requested somebody so-authorized 20) Told that there was nobody.21) Paid fee in-app to change reservation In summary:A system error occurred in booking my reservation, I was made to pay $10 (plus tax) to change it to the correct time. The refund would come too late as I dont have the funds to book another reservation. Store credit would be instant but I would likely apply it to something that was more expensive anyway.

  Business Response

  Date: 03/24/2025

  Dear Miles,

  Thank you for bringing your experience to our attention. We regret to hear about the difficulties you encountered with your reservation on March 22, 2025, and we sincerely apologize for any inconvenience caused during the process.
  After carefully reviewing your concerns, we understand how frustrating it must have been to encounter an issue with the reservation time and to subsequently address it through various channels. Please know that we take your feedback seriously and are committed to making improvements to prevent such occurrences in the future.
  Unfortunately, our system's current policies require a fee to modify reservations, regardless of the circumstances. While we understand your perspective and empathize with your situation, we are unable to waive the modification fee. That said, we want to ensure you feel valued as a customer and would like to extend a $5 promotional code for your next reservation as a token of our appreciation for your understanding.
  We are actively investigating the reported issue with the reservation system to ensure that similar glitches do not affect our valued customers moving forward. Your feedback has been incredibly helpful in identifying areas where we can enhance our service.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23103978
  
  I am rejecting this response because:

  You are repeating the exact same thing that prompted my contacting the BBB in the first place.

  Worse still, you offer me the same promo code that your website is/was offering me for nothing. 
  

  If your system is unable to refund me $10, I will gladly take a personal check.

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

  Business Response

  Date: 03/31/2025

  Dear Miles,

  We sincerely apologize if our previous response did not meet your expectations. As explained earlier, we are able to refund you for the service you paid us for that was not provided. However, we are unable to cover any additional charges incurred outside of our services.

  
  Unfortunately, we rely on our partners to ensure adequate space availability for our customers. While we strive to maintain seamless operations, unforeseen situations can arise that are beyond our controlsuch as other customers being unable to pick up their vehicles on time, leading to extended stays and a "lot full" scenario.

  
  We truly appreciate your understanding of these challenges. Our commitment remains to continuously improve and ensure a better experience for all our valued customers.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23103978
  
  I am rejecting this response because, once again, I was not at fault. I fully understand--even if I might think it a dishonorable practice--that you may choose to charge the type of fees that you have charged me to persons who willfully made a decision and changed their mind a split second later.

  But again, I submitted everything into your system properly. Your system malfunctioned and booked me for a different time than I booked.

  Two things I ask you to consider:

  1) Why would I be taking the time to process all of this through the Better Business Bureau if I knew I was at fault?
  2) Why would I only be asking for the processing fee, and not the entire purchase?

  This is not a matter of money for me. It is about the principle that you are charging me to change something that your system messed up. That crosses the line between dishonorable-but-legal into immoral, and what I think may well be illegal. If not, it most certainly should be.

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

• Initial Complaint

  Date:03/12/2025

  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 bought a dental cream and they never sent me an email to track the product but instead they hacked my information that night

  Business Response

  Date: 03/13/2025

  Thank you for reaching out to us. It seems there has been some confusion regarding the name and nature of our company. We are Way.com, a platform dedicated to parking, transportation, and travel-related services. We are not affiliated with any medical or pharmaceutical companies, including "********."
  We understand your concerns and take matters related to personal information and online safety very seriously. If you believe your information has been compromised, we recommend promptly reaching out to your bank or financial institution and updating your passwords as a precaution.
  

• Initial Complaint

  Date:03/11/2025

  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.

  Made a reservation with the Way app on 1/31/25. Had difficulties with that and accidently made 2 reservations as I had changed my mind about the arrival time to the parking lot. Was charged twice because I could not cancel it myself, had to call and after much confusion and being told I would only receive a credit towards services the *** finally said they would credit the incorrect reservation. I did receive that credit.Arrived at the lot 45 minutes early due to leaving my house early because of an ice storm (2 hr drive to lot). The ** code did not register at the lot and employee said no problem I'll just look up your reservation, it was found, I gave her my card to record and off to the airport. I am guessing the employee didn't know about the ** system as well as me because......I did not get the Way pricing, the lot billed me their fees. I didn't notice this when I arrived at the lot to return home as it was late and I was tired and just wanted to get home (2 hr drive). The next day I looked over the receipt and realized what happened. Called Way, was told because I checked in earlier than what I had put on the reservation the ** code doesn't work and therefore they can't help me. All I was asking for is the $38.95 they charged up front to be refunded, not the full amount charged by lot. I cannot believe that nobody ever checks in early. Told the *** that I was not aware of this and where does it say this on the app or website. *** just kept saying they were sorry but that is the rule. After numerous calls and emails asking for a refund and for proof of the ** code not working because of arriving early, I received an email just stating about if I need to extend my stay (this I already knew and read) and that they don't issue refunds?? STUPID!I did call the parking lot and ask if anyone else had encountered this type of situation, employee said no and mgr was on vacation but would tell him? Don't know who to believe. ****** learned, to good to be true it is

  Business Response

  Date: 03/13/2025

  Thank you for reaching out to us and sharing the details of your experience. We sincerely apologize for any inconvenience and frustration this situation has caused you.
  Regarding the reservation process, we understand the difficulties you encountered initially and appreciate your patience while our team addressed the double-booking issue. Were glad to hear that the incorrect reservation was eventually credited. To clarify the charges from the parking lot, the additional $26.40 you were charged (resulting in the total of $160.60 instead of $134.20) was due to arriving at the lot 45 minutes earlier than your reserved time. Unfortunately, when check-in occurs outside the reserved time frame, the ** code does not function, and the parking lot operates under its own pricing structure. This policy allows parking lots to charge for any extra time used at their prevailing rates. We understand your concern regarding this policy and agree that its crucial to make such details clear. Your feedback is invaluable in helping us improve. We regret that were unable to provide a refund in this case, as the charges beyond your original reservation resulted from additional time used outside the parameters of the booking. While we aim to provide a smooth and efficient experience, certain aspects, like on-site lot pricing, are determined by the parking facility. We truly appreciate you taking the time to bring this to our attention and apologize again for any frustration caused. Please dont hesitate to reach out if you have further questions or need assistance with future reservations. Were here to help.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23048618
  
  I am rejecting this response because: The additional charges (actually only full price for parking) from the lot have nothing to do with what I am questioning or asking for a refund for. I asked for the $38.95 pre payment charge from WAY to be refunded. I asked for PROOF of your rule that if you check in early the ** code doesn't work at the lot. NO where did I find this proof and WAY could not provide it to me because it doesn't exist.

  ***On Sun, Mar 9, 2025 at 9:55?PM way <**********************************************************> wrote: Dear *****, 
  Thank you for reaching out, and we truly understand your frustration. We apologize for any inconvenience you have experienced.
  *****However, we are unable to provide proof regarding your request. Please note that if a customer attempts to check in earlier than their reserved time, they will incur an extra charge at the parking lot. The parking space is available only from the reservation time onwards. If you had needed additional time, we would have been happy to assist you with that, had we been contacted.
  Since this is a ** code-based lot, the code is only activated at the time of your official check-in and cannot be used before then. Unfortunately, due to these policies, we are unable to approve your refund request.
  We apologize again for any inconvenience caused and appreciate your understanding.
  Best regards,
  Mia
  Customer Success Team

  One of the **** in an email actually admitted this, see above. Had I known about this rule I would have called when I got to the lot ********************************** my car until my "check-in time". As if no one ever arrives early especially in inclement weather. Yes, I ended up paying regular price for the stay but that is besides the point. If you can't provide clear rules to go by then the consumer should not be penalized for it. The only rule I saw was if I needed to cancel the reservation or extend it. I just want my $38.95 refunded in the form of a check. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/18/2025

  Hello *****,

  Thank you for reaching out to us again and sharing your concerns. We sincerely regret that our previous response did not meet your expectations, and we truly value the opportunity to clarify further.
  To address your query, the amount you paid when making your reservation was a deposit for the parking reservation itself, which you successfully utilized. The additional amount paid at the lot was for the extra time you stayed beyond your original booking, and this charge aligns with the terms agreed upon at the lot.
  We understand that the ** codes functionality may have caused some inconvenience, as it is designed to activate only at the specific start time of the reservation. While this detail is not explicitly stated, the reservation is set for a particular time, and the ** code is tied to that timeframe. Unfortunately, arriving earlier does not activate the code prematurely.
  We appreciate your understanding in this matter and your feedback, which helps us continue to refine and improve our services. Please let us know if theres anything else we can do to assist you further.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23048618
  
  I am rejecting this response because:

  This is the lamest excuse I have ever seen. So now you are admitting there isn't anything in writing about the ** code being null and void if arriving early to a lot. Right there proves what a scam this whole system is. And the amount of $38.95 was the deposit paid to you, Way app for a reservation that you did not honor because you do not provide a clear explanation of your rules,  not to the lot for the extra 45 minutes that I checked in early. Again, all I am asking for is the $38.95 refunded to me.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/20/2025

  Hello *****,
  Thank you for reaching out to us again and sharing your concerns. We sincerely regret that our previous response did not meet your expectations, and we truly value the opportunity to clarify further.
  To address your query, the amount you paid when making your reservation was a deposit for the parking reservation itself, which you successfully utilized. The additional amount paid at the lot was for the extra time you stayed beyond your original booking, and this charge aligns with the terms agreed upon at the lot.
  We understand that the ** codes functionality may have caused some inconvenience, as it is designed to activate only at the specific start time of the reservation. While this detail is not explicitly stated, the reservation is set for a particular time, and the ** code is tied to that timeframe. Unfortunately, arriving earlier does not activate the code prematurely.
  We appreciate your understanding in this matter and your feedback, which helps us continue to refine and improve our services. Please let us know if theres anything else we can do to assist you further.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23048618
  
  I am rejecting this response because:

  I feel like your response was the same as the last one so I am responding with the same answer as to why I am rejecting plus more.

  This is the lamest excuse I have ever seen. So now you are admitting there isn't anything in writing about the ** code being null and void if arriving early to a lot. Right there proves what a scam this whole system is. And the amount of $38.95 was the deposit paid to you, Way app for a reservation that you did not honor because you do not provide a clear explanation of your rules,  not to the lot for the extra 45 minutes that I checked in early. Again, all I am asking for is the $38.95 refunded to me.

  Again....the $38.95 was the deposit paid to you, NOT to the lot. The amount I paid to the parking lot is moot at this point. I am only questioning and complaining against the Way app. and the fact that no where do you provide any communication that the ** code doesn't work if arriving early. As I stated, I arrived early due to inclement weather as I was 2 hrs away and wanted to be sure I had enough time to get to the airport. Penalizing a customer for being early without giving clear & written instructions that the reservation won't work is just plain wrong. But that is how you make your money, by scamming people. 
  Sincerely,
  
  ***** *****