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: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,
  
  ***** *****

• Initial Complaint

  Date:03/09/2025

  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 bought a premium car wash package for Duckys car wash (Lucky Duck) on 9 March 2025 through your app way.com. The services included are as follows:- Lucky Duck - Wheel Cleaner - Towel Dry - ******************* Dusting - Interior Window Cleaning - Custom Shampoos - Liquid Polish - Ceramic Shield with Dura Guard - Exterior Window Cleaning - Interior Vacuum - Paint Guard with ***************************************************************************** The package costs $32.99.When I visited the car wash, I was informed that the Lucky Duck car wash was the most basic option for $14. It didnt even offer any interior services. Additionally, I was given a code with a barcode that expires on December 23, 2024, for $18.Based on this information, I believe Way.Com is a scam. I would like a refund for the money I paid at the car wash since I couldnt use the barcode there.

  Business Response

  Date: 03/10/2025

  Dear ******,

  Thank you for bringing this to our attention. We sincerely apologize for the experience you had with the premium car wash package purchased through our app.
  We are currently investigating this matter to better understand what went wrong. Our team is thoroughly reviewing your concerns regarding the discrepancies in the services promised and what was delivered, as well as the issue with the expired barcode.
  Please rest assured that we take situations like this very seriously. One of our team members will be reaching out to you shortly to assist you further and ensure this issue is resolved to your satisfaction.
  We appreciate your patience and understanding while we work on this. Thank you for giving us the opportunity to address this matter.

  Customer Answer

  Date: 03/11/2025

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

  The Business has addressed my concern and I am ready to resolve this issue. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:03/06/2025

  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 am a visitor in ** and had paid for a parking spot for 4 days via WAY app.I had downloaded the app and selected the period I wanted. followed the instructions step by step and paid. There r no alert or highlights shows it s one time in-n-out.I had contacted customer service immediately while the parking security told me. I asked them to break my booking as 4 individual booking or adjust my current booking amount as one day. They said there is nothing they can do. And the policy(not for multiple entrance) is folded by a link in small ******** s unreasonable n not user friendly for new users. It s just a technical issue to break the booking at the first day I contacted them!Need to apply a refund!

  Business Response

  Date: 03/10/2025

  Dear *****,

  Thank you for reaching out and sharing your feedback. We sincerely apologize for any confusion or inconvenience caused during your visit.
  As a general policy, airport parking does not include in-and-out privileges, and this is mentioned in our terms and conditions. We regret that this detail was not more prominently communicated during the booking process and understand how this could have led to frustration.
  Unfortunately, once a reservation is made, our system does not allow for splitting a multi-day booking into individual days, as its tied to the terms agreed upon with our parking providers. While we are unable to issue a refund in this case, your feedback is incredibly valuable to us. We will work to improve the clarity of our policies and enhance the booking experience for future users.
  
  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23027468
  
  I am rejecting this response because:

  1-there is no alert or remind for users to aware that it s "one time parking" during the whole booking process.

  2-I v made a phone call n asked for solution as soon as I v been infored (around 10 minis after parking).They have 4 days to resolve this.

  3-They could split the booking, or cancell the ***** booking and allow me to make a new one. Or give me vouchers for next booking.

  Obviously there is no "refund" mechanism due to "technic limitation".

  Even surpermarket would proceed the refund if I find out I misunderstood the price tag. As a mature business platform,I believe they can do better.
  
  Sincerely,
  
  ***** **

  Business Response

  Date: 03/17/2025

  Hello *****,

   

  We would like to clarify that Airport Parking is designed to serve customers who park their vehicles while they are on a trip. As such, we do not allow in-and-out privileges. Additionally, our terms and conditions state that after check-in, refunds are not available.
  We sincerely apologize for any inconvenience this may cause. However, as the parking reservation was fulfilled and the service you purchased was provided, we are unable to offer a refund in this instance.
  Thank you for your understanding.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23027468
  
  I am rejecting this response because:

  1-There is no alert or reminder during the booking process;

  2-It should be a simple tech solution for refund/solution while user find out there r misunderstanding;

  3-It not just for airport parking only. I had made downtown parking as well.
  
  Sincerely,
  
  ***** **

• Initial Complaint

  Date:03/01/2025

  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 reserved parking on Way.com. I realized the next day I no longer needed the parking. They already charged my credit card $97.41. When I tried to cancel, they tried to give me points. I told them I didn't want points; I wanted my credit card credited back (they should not have charged my card prior to the services anyway) the full amount of $97.41. Instead, they issued a credit for $85.12. When I tried to get resolution AGAIN, they informed me the difference of $12.29 was given to me in points. I did not want points and furthermore, went on their website and there was no mention of any points in my name. So, I went to **** (credit card company) and filed a dispute. Way contacted me and said if I withdrew the dispute, they would refund the remaining balance of $12.29. So, on good faith, i withdrew the dispute. When I contacted WAY, they are now telling me I have to provide proof of the withdrawal which is absolutely ridiculous. They refuse to give me back the $12.29. It's not even the money at this point. This is principal. They should not ask a consumer to jump through hoops to get back the money they took for no services rendered.

  Business Response

  Date: 03/03/2025

  Hello *********,

  Thank you for reaching out to us and sharing your concerns. We understand your frustration regarding the refund process and want to assure you that we aim to resolve this matter fairly.
  Regarding the refund of the remaining balance of $12.29, our system requires confirmation that the dispute with your credit card provider has been officially withdrawn. Unfortunately, without this confirmation, we are unable to process the refund, as the dispute status restricts our ability to issue credits directly.
  We kindly ask you to provide proof that the dispute has been withdrawn. This can be in the form of a confirmation email or a statement from your credit card company. Once we receive this documentation, we will promptly process the remaining refund amount.
  We truly regret the inconvenience this has caused and appreciate your understanding in helping us resolve this issue. Please let us know if you have any additional questions or need further assistance.

• Initial Complaint

  Date:02/24/2025

  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 purchase a monthly membership through the way app and attempt to use the the car wash voucher on February 17, 2025. The employee informed me that they dont accept the voucher and I ask for manager and he informed me they are not affiliated with way.com. I reach out to way.com to resolve the issue and I keep getting the run around that someone world contact me in 48 hours.

  Business Response

  Date: 02/27/2025

  Hella ********,

  Thank you for reaching out to us regarding your recent experience. We sincerely apologize for the inconvenience you encountered at the car wash on February 17, 2025.
  We have processed your refund for the monthly membership purchased through the Way app. You should see the refunded amount reflected in your account shortly.
  Additionally, we are currently in the process of renewing our contract with the car wash to ensure that such issues do not arise in the future. We appreciate your patience and understanding as we work to improve our services.
  If you have any further questions or need additional assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 02/27/2025

  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,
  
  ******** *******

• Initial Complaint

  Date:02/22/2025

  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.

  I booked a parking Which included free shuttle to airport and paid with *************** advertised included shuttle to airport every 20 minutes.When I arrived they took my vehicle to park it and said shuttle was due in 5-10 minutes, but the shuttle never showed up after over 45 minutes. I asked attendant where shuttle was and he said shuttle driver was pulled over by police and unable to arrive and they had no other shuttle driver working.I asked the attendant for my car back ( which took an additional 15 minutes. So now at 1 hour later still no shuttle).Because I would have to find other parking since they did not have an operable shuttle service which was supposed to to be part of the package I paid for.He retrieved my car and I left and had to park at airport and only made my flight because its departure was delayed.The Fee I paid was never credited back to me. I filed a dispute with my credit card but the company still refused to credit me for the charge for services they could NOT deliver on.I called the company and was told someone would call me back.Over a week later I called again and they said someone would call me ******* waiting. Im not confident I can get this resolved without BBB assistance and also I want the problem documented so when other people have Similiar problems with the company there will be report of previous problem

  Business Response

  Date: 02/24/2025

  Hello ******,

   

  Thank you for reaching out to us and sharing your experience. We apologize for any inconvenience you encountered during your parking reservation with our partner.
  We understand your frustration with the delay and lack of shuttle service, which disrupted your travel plans. Their shuttle service is complimentary and provided by our partner, and we deeply regret that it was not available as expected. We recognize the importance of timely and reliable transportation.
  Please note that the service you purchased with Way.com was for parking, which you did receive. According to our policy, this makes the charge non-refundable. However, we genuinely regret the inconvenience you faced and would like to offer you a discount on your next booking with us as a gesture of goodwill.
  We understand that you are seeking a resolution and hope this offer provides some relief. Should you have any further questions or concerns, please do not hesitate to contact us. We value your feedback and appreciate your understanding as we work to improve our services.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22977508
  
  I am rejecting this response because:

  you advertised that the service had 24/7 shuttle.   You advertised shuttle every 20 minutes.  You advertised and continue to advertise shuttle service from your parking spot which is over a mile away and you mislead and false advertise.

  your advertising is dishonest in other ways as well but Im addressing the main issue which is I paid you for a service which you failed to fulfill and you refuse to refund my money.   You are dishonest and do not have integrity in the games you play.

  Your business practices are unethical and you demonstrate very poor integrity.   I have researched your company and you pull this stunt repeatedly on people and rip people off with your false advertising.   I discovered you ran this same business under another name and had your business license revoked for these same kind of business practices.   You lie and your business practices are not honest.   I do believe your practices will catch up to you, but it is very unfortunate that so many people will experience financial scamming until that happens.

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

  Business Response

  Date: 02/27/2025

  Hi ******,

  Thank you for reaching out and expressing your concerns. We understand your frustration and want to clarify a few points regarding our service.
  Firstly, we would like to clarify that we are a third-party service provider, and we rely on the information provided by our partners to advertise shuttle services. The shuttle service is complimentary and, unfortunately, in your case, the shuttle was in a situation where they were unable to provide the service as advertised.
  However, you did park at the designated lot, which means the primary service you paid for was indeed fulfilled. For this reason, we are unable to provide a refund.
  We take your feedback seriously and will communicate your concerns to our partners to improve the reliability of their services. We apologize for any inconvenience this may have caused and appreciate your understanding.

   

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22977508
  
  I am rejecting this response because:

  I did NOT use the service!

  when I pulled in to use the service I handed the key to the lot attendant as they require that and they require that THEY park your vehicle.  When the keys weee handed over I was told the shuttle would be there in 5-10 minutes.    After wsiting in the designated shuttle pick-up spot that I was directed to by that attendant that took my keys, I waited over 45 minutes and no shuttle arrived.   When I asked the attendant about the shuttle he made phone calls and then informed me the shuttle wasnt coming because the driver was pickles over by the police and he said they had no other shuttle drivers that day.    I then advised him I need to leave or would be at risk of missing my flight.   Because the reservation service I Purchased could not be fulfilled by the business I was forced to seek services (parking and shuttle) elsewhere and have the receipts to prove that.   The fact that you/or your third party were untruthful or misrepresented the services you were selling is not a valid reason for you to return my money.   And the fact that I pulled in and it was an hour before discovered this charade stunt that the company is pulling in no way is me Having used your services.  I did NOT leave my vehicle with you as soon as I discovered your fiasco.

   Sincerely,

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

• Initial Complaint

  Date:02/20/2025

  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.

  Hello, I have included 2 screenshots of my email confirmation and where the link in the email takes me to find more information about the booking. As you can see in the screenshot the link provides no further information. Here is the booking Confirmation No. # OGI49934114 received January 17th for parking dates February 15th to 23rd. The link in the email provides no further information about extra charges depending on the vehicle.Secondly a 2007 ****** outback is not an SUV. The car is built on a sedan chassis not a truck chassis. I would like a refund of $41.40 for the charge I should not have been assessed. I do not want way dollars or credit for future purchases I do not want to use this business anymore. The extra charge was not clearly listed when I made the booking nor was the possibility of an extra charge made clear in the confirmation email.

  Business Response

  Date: 02/20/2025

  Dear ****,

  Thank you for reaching out and providing additional details regarding your recent booking with Way. We apologize for any confusion and inconvenience this situation may have caused.
  We have reviewed your booking confirmation and the information on our website. It does state that to view all booking details, you need to download the app, which provides comprehensive information, including any extra charges that may apply.
  As per our policy, there is an extra charge for SUVs, which varies by location. Many of our lots do consider the ****** Outback to be an SUV. We understand that this classification may have caused some confusion and that it may not have been clear during your booking process.
  We appreciate your feedback and will work on improving the clarity of our communications to ensure such details are more transparent in the future.
  If you have any further questions or need assistance, please do not hesitate to contact us. We value your feedback and strive to improve our services continuously.
  Thank you for bringing this to our attention.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22966009
  
  I am rejecting this response because: I have downloaded the way app. When I click on the link you provided in the original email, I have included a screenshot, it takes me to the screenshot I have provided. As you can clearly see there is no further information provided about a possibility of an additional charge. If you would have clearly provided the information in the original email I would have canceled my reservation. I would like a refund for the extra $41.40 I was charged. I don't want way dollars or anything else. A refund for $41.40.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/24/2025

  Hello ****,

   

  We understand your frustration regarding the additional charge and apologize for any confusion it may have caused. Please note that as per our previous communication, we are unable to process a refund for the extra $41.40. As mentioned before, it does state on our website that an overcharge fee may be applicable. We strive to provide transparent information about any potential charges, and this information is available on our website.
  

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22966009
  
  I am rejecting this response because:
  The information about the possibility of an extra charge because of vehicle model was not provided in the confirmation email. I have included a screenshot of the email which does not show the information. I have also included a screenshot of the link provided in the email which does not provide anymore information about possible extra charges. I also have the app on my phone and the link did not make the information about an extra charge show up in the app. I would like a refund for $41.40 for a hidden fee that was not communicated to me.
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/19/2025

  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 purchased covered valet parking through way. When I got to the location they did not have covered parking available and my car was parked outside ( would not have booked if I knew it was the case). Regardless, per the purchase description if there wasnt any covered parking I would get a partial refund. However, way is only willing to refund me credit and refusing to refund me to my credit card. Ive uploaded picture of the description.

  Business Response

  Date: 02/20/2025

  Dear ******,
  Thank you for reaching out and sharing your experience with us. We sincerely apologize for the inconvenience caused by the lack of covered parking at the location you booked through Way. We understand your frustration and want to assure you that we have processed your partial refund back to your credit card on February 19, 2025. Please find the attached receipt as confirmation of this transaction. Should you have any further questions or concerns, please do not hesitate to contact us. We appreciate your patience and understanding in this matter.
  Thank you for choosing us for your parking needs.

• Initial Complaint

  Date:02/08/2025

  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 ordered airport parking online. When I arrived at the lot the gate was blocked off and there was no attendant there to greet me. I parked and walk to the shed where the attendant was. I told him I had a reservation and asked him could he move the cars so I could pull into the lot. He proceeded to tell me that the shuttle drive has an extended wait over 30minutes which on the website is advertised 15-30min. Things happen and they were short a driver. My complaint is that the attendant was turning me away saying it would not be worth the wait and he directed me to another lot. I attempt then to cancel my reservation but could not so I asked him again could I please just park there because I cant cancel the reservation. He then proceeded to tell me no worries I will cancel it for you brought me into the office wrote down my confirmation number and insisted I leave and go to another lot and that I would get a refund. Now we are here because the Company charged my credit card and is refusing to give me a refund. If the refund was promised to me by the attendant then I should be given a refund. I would have never left lot and if I happened to need I would have never asked for a refund but it was promised to me. Also, feels like fraud because they know I can not get a refund so they collect my money and when I get there direct me to another lot, there no car in their lot leaving a open space for them to collect someone elses money. Its shady business and I would have absolutely never left the lot if I was not advised to and promised a refund. Thank you for reading and hearing my complaint!

  Business Response

  Date: 02/10/2025

  Hello Kaitlynn,

   

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for any inconvenience this situation has caused.
  After conducting a thorough investigation and discussing the matter with our management team, we have confirmed that the shuttle was indeed running behind schedule on the day in question. However, we were informed that no directive was given to cancel reservations, nor were any promises made regarding refunds.
  During your call with our customer service team, it was conveyed that unfortunately, the manager did not approve a refund for this situation. Without their approval, we are unable to process the refund at this time.
  We understand how disappointing this may be, and we deeply regret any frustration or inconvenience you may have experienced. Our goal is to ensure the best possible service for our customers, and we appreciate your understanding in this matter.
  To help us investigate further, could you please provide us with the name or a description of the person you spoke with at the lot? This information will assist us in addressing the issue more effectively.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22916330
  
  I am rejecting this response because: I never spoke to any manager at the call center/customer service phone line. I asked to speak to one they called yet, the service was bad and the manger and I NEVER had an actual conversation. I can abosoluety give a description of the whole situation. I pulled up to the lot and it is adjacent to a park and ride for the light rail. I pulled up but could not pull all the way because  there was ***** ***** outback blocking the way. I waited for a couple minutes assuming an attendant would show up, that didn't happen so I got out of may vehicle and knocked on what appeared to be the office ( it was a small shed to the right of the entrance). A man about 5'10 feet tall he had brown skin, brown hair, brown eyes. I can't remember exactly what he was wearing but he had jeans on.  He had some facial hair but not much he advised me ( the complaint I already wrote) then after that he physical brought me into the office got a pen and a pad and ask my conformation number. He started out by stating the first 3 letters for me on his own like he has clearly done this before he said  "OGI" then he said "what's next" I then proceed to tell him "the rest is ********" He said sorry about the inconvenience and that he will send a refund. Again, if I was never promised a refund we wouldn't be here, it the principle of the fact I was promised a refund and now it feels like I'm being told I'm a liar and never was promised. I quite surely would never take this much of  my time out my own schedule if I was not promised a refund. It is the principle not the money. 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 02/11/2025

  Dear Kaitlynn,

  Thank you for your detailed feedback. We sincerely apologize for any misunderstandings and the inconvenience you experienced.

  
  To address your concerns:

  
  *We apologize for any miscommunication with our manager and the service issues you encountered.
  *We understand your frustration and regret any impression that we doubted your experience.

  
  As a gesture of goodwill, we will process your refund. Please allow 3-5 business days for it to be reflected in your account.
  We appreciate your patience and feedback. Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:02/05/2025

  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.

  Absolutely ***************** I booked parking for a cruise that me, my boyfriend , father and brother were taking. I paid $151.17 for parking because it showed there was a free shuttle from the parking to the cruise port. Once I arrived and went to check in the clerk told me there was no shuttle and she was not sure why the company kept telling people there was as there never was. There were 2 other couples there that were also trying to find a way over to the port. My father is disabled and we did not have enough time to wait for an **** to take us and all of our luggage over. I found port parking so decided it was better to find close parking with free shuttle then pay another $100 for Ubers. I tried to contact the company the day of by email and let them know that we would not be using their services as they lied about having a shuttle. When I got on my reservation it now says that a shuttle is not available currently and they have adjusted prices for the inconvenience, but I never got an adjustment for my reservation. This is not what it said when I booked the parking in October. I filed a complaint with my credit card but since my receipt did not state that there was a free shuttle on it there was nothing they could do to help me. It is insane to me that these companies can completely lie to you and have no responsibility for what they say and advertise. Had I known there was not a shuttle I would have went somewhere else- Heck I did. I did not use their services but still had to pay them. Which is insane!

  Business Response

  Date: 02/10/2025

  Hello *********,

  I sincerely apologize for any confusion or inconvenience caused regarding the shuttle service. I have included two attachments that confirm the shuttle service is currently unavailable and you would need to take an **** or Lyft.
  Please note that the service you purchased from us was not denied, so unfortunately, a refund cannot be approved. Additionally, the attachment you sent is after your reservation had ended. The shuttle at this location has been unavailable for quite a while now, so this is not a new issue. We apologize for any inconvenience you may have experienced.
  Thank you for your understanding.

  Customer Answer

  Date: 02/10/2025

  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. I understand I will not receive a refund, but I guess it would be as easily for me to offer parking at my home with a free shuttle to the airport then tell the customer sorry your screwed. You are an awful business and lairs and I will for sure make sure everyone I know knows that. 
  
  Sincerely,
  
  ********* *****