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Business Profile

Concierge Service

Way.com

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Concierge Service.

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

    • 457 total complaints in the last 3 years.
    • 132 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:09/02/2022

      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 booked my parking space through the Way com app and preceded to Laurel ****** ******* airport. Got there early and there was no attendant. We were informed that the shuttle comes every 15 minutes. No shuttle ever came, no one answered. We all called several times, no answer, no shuttle and no attendant. I tried calling Way.com and no answer kept me on hold for over 30 minutes. We shared an Uber with other customers and got to the airport late. We missed our flight and this was for a death in the family!!!! I tried to chat with them and they stopped mid way without resolution.

      Business Response

      Date: 09/02/2022

      Hi *****,

       

      We are so sorry about your experience. 

       

      Please feel free to share your Uber receipt and your missed flight information so we can look into this and see if we can offer you a refund for the troubles.

       

      Thank you,

      Way.com Support

    • Initial Complaint

      Date:09/01/2022

      Type:Service or Repair 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.
      On 8/30/22 I cancelled an airport parking lot reservation # OG124702362 with WAY after realizing it was made with an expired credit card. Then I made a new reservation with my updated credit card. I called the business tel # ************** on 8/31/22 to request a refund on my deposit of $21.83 done in Waybucks. I was told that they couldnt return my deposit because it was done in Waybucks. I explained that it was a cancelled order that I should be entitled to my $21.83 thats real cash that was deposited into my WAY account. When making a purchase you can use a credit card or Waybucks. Since I had a balance in my account I used the Waybucks. In theyre Refund Policy it says you can get a refund in Waybucks. Thats exactly what I used for the deposit. Now Im being told it had to be a credit card refund not Waybucks. Also said that I cant keep using the same Waybucks again and again which is a ridiculous claim when I didnt use them I cancelled the order. None of what I was told as to why I wasnt entitled to a refund made no sense and isnt explained in their policy. So now I just lost $21.83 for cancelling a reservation with Waybucks. I want to dispute this monetary loss and make a claim to BBB as a business with unfair and unclear refund/cancellation policy when using Waybucks. It just seem he was making ludicrous excuses to deny the refund.

      Business Response

      Date: 09/01/2022

      Hi *****,

       

      Thank you so much for sharing your feedback regarding your issue.


      Our team has looked into your issue and have fully refunded your account in Waybucks at this time. Waybucks cannot be reversed at this time, and can be used toward any service on our platfrom. 


      In the future if you would like a direct refund, please feel free to call ************ to request a direct refund. Our team is available 24/7 to help all of our customers wit their concerns. 

       

      Way.com



      Customer Answer

      Date: 09/02/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory but its not the refund I was filing.  This refund was resolved back in June 2022. 

      Case #******** was for a refund of Waybucks of $21.83 on 8/30/22 on a cancelled reservation. I realized after that it was done on an invalid credit card on 8/30/22 that I tried to update and wasnt able to do so I cancelled reservation.  When I called to confirm refund I was told they couldnt refund Waybucks. 

    • Initial Complaint

      Date:08/31/2022

      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.
      Way.com refused to credit me for a change I was forced to make in my parking reservation. I am forced to return 4 days early but say they can only extend not change and credit back. They state this is clear in their detailed terms and conditions that you can find on their app but I booked from a link from another website and the email they send with the confirmation doesnt state this under the refund policy. I think this firm is extremely deceptive in its practices. When I booked they gave me a price and when I put my credit card in to pay it also added a booking fee and taxes of $34.67 that was never stated before. The total for 17 days was $341.82 so they should owe me over $80

      Business Response

      Date: 08/31/2022

      Hi *****,

       

      Thank you for reaching out to our team we understand your concern, but our policy states that we do not refund for unused days at this time. I will be happy to offer a one-time courtesy of 4 days internal credit that you can use in the future. Unfortunately, we are not able to refund for unused days on any reservation at this time.

       

      Thank you for understanding.

       

      Way Support

    • Initial Complaint

      Date:08/31/2022

      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 pulled up to a parking lot that I prepaid for using way.com. The parking lot was unsafe in an unsafe neighborhood. The shuttle to the airport was unmarked. Very suspicious- no office just a dirty trailer. Tried to overcharge me at check in too. I told the attendant I wouldnt park here and he said ok. So I left. Now way.com refuses to refund me. I prepaid for 12 days and the company wouldnt refund even though I didnt park there

      Business Response

      Date: 08/31/2022

      Hi,

       

      Thank you for providing your feedback and concerns regarding your experience with our parking facility. Please understand we value your feedback and understand your frustration. As it is very important for our team and our partners to follow all guidelines and focus on providing the best service possible. Currently, as you understand Way.com is an online marketplace and does not operate any of these locations directly.

       

      If you can provide an additional receipt if you parked somewhere else we can take a look into this and get you refunded for any additional cost.  We appreciate you taking the time to reach out to our team, and if you would like for us to assist further regarding your concern, please email our team at [email protected].

       

      Way Support

      Customer Answer

      Date: 09/01/2022

       
      Complaint: 17803932

      I am rejecting this response because: I called way.com support and they were rude, unsympathetic and not helpful. I parked at the airport and will collect my receipt when I pickup my car. I can forward it then but not to a generic support mailbox. Please advise.

      Sincerely,

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

      Business Response

      Date: 09/07/2022

      Hi *******,

      We apologize for the inconvenience caused to you

      Kindly share us the receipt to [email protected] after completing your parking so that our team can review it and assign it to the concerned department to get it resolved at the earliest.

      Please understand that all our customer communication happens through this email and we assure you getting it resolved without further delay upon receipt of the requested document.

      Thanks for understanding.

      -Way Team

       

    • Initial Complaint

      Date:08/31/2022

      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 cancelled the order on the way.com but the money went to the wallet bucks. Its not same as the booking page money back. I request a full refund BACK to my credit. #OGI14338672

      Business Response

      Date: 08/31/2022

      Hi *****,

       

      Thank you for contacting our team, we noticed that your account was refunded back to your card, our team never applied Waybucks to your account at this time. 

       

      Best,

      Way Support

    • Initial Complaint

      Date:08/22/2022

      Type:Product 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.
      On July 26, 2022 I navigated the Way app to find parking near ****************** with a shuttle service. The Way app advertised The Econo Lodge of ************************************** as a outdoor self parking lot with a shuttle service. I completed the purchase as seen in the documents attached. However upon arrival I was informed the hotel did not offer a shuttle service I had made the reservation to begin at 2pm to ensure I had a parking spot for my trip. After being informed there was no shuttle I had to immediately leave a find another parking lot to make sure I did not miss my flight. I never parked at the Econo Lodge or used their services once being informed there was no shuttle to the airport. I emailed Way support as soon as possible to request a refund and they have denied my request. I paid them the full amount and was misled on the website to believe that they offered a shuttle service. I never used the parking service and therefore would like a full reimbursement for the amount paid of $127.73.

      Business Response

      Date: 08/26/2022

      Hi *****,

       

      Thank you for reaching out to our team regarding your concern.

       

      Our team has fully refunded your account at this time and to give your account 3-5 business days to process. 

       

      Best,

      Way.com

      Customer Answer

      Date: 08/27/2022

      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, *************************. Once again thank you BBB for all the help you guys are great when it's difficult to get a fair resolution from a business.  

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

    • Initial Complaint

      Date:08/22/2022

      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 booked a reservation online through way.com for parking near ********* Airport. I received a confirmation code. I showed up to park at the site (5 am) only to be told by the company they rejected my confirmation and that way.com should refund my money.Way.com has refused to do so. I had to book at 4 points by ******** instead and way.com asked to see the receipt. I showed them the proof my booking with 4 points at Sheraton and still refusing to give a full refund. I paid ***** American to way.com and need a full refund as I wasn't able to use that parking facility.

      Business Response

      Date: 08/26/2022

      Hi *******,

       

      Thank you for your patience, our team has noticed that your reservation has been refunded in our system already. 

       

      Please look into your bank for further details, thank you.

       

      Best,

      Way.com

    • Initial Complaint

      Date:08/20/2022

      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.
      On 4/28/22 I paid $107.07 for a parking reservation (OGI23185835) through Way at ****************. When we returned 5/24/22 I received a receipt that stated the final price was $71.78. I asked the attendant should I expect a refund since I paid more through Way. I was advised I would. A month later, I reached out to both merchants only for both to say the other had to resolve it. I filed a partial dispute with my bank only for the $35.29 I felt I overpaid. Since the merchant advised there was no issue during the transaction and the price was correct, my bank sided with the merchant. I never stated there was an issue. I paid the $107.07. Im requesting a partial refund of $35.29 because I got a final receipt that was less than the $107.07 I paid.

      Business Response

      Date: 08/26/2022

      Hi *****,

       

      Thank you for reaching out to our team, we are so sorry for the delay here and noticed that their is a dispute that has been filed on your account. Once a bank has come to a decision, we are no longer able to process any credit or adjustments to the account. Again, we understand and so sorry for your experience overall. We value all of our customers and appreciate you sharing you're feedback and so sorry for any frustration.

       

      Best, 

      Way.com

      Customer Answer

      Date: 08/26/2022

       
      Complaint: 17745031

      I am rejecting this response because you all are the reason the bank responded the way they did. You all advised there was nothing wrong with the transaction and the amount was correct even though you all are aware that is NOT why I disputed the charge. And I still did not get an explanation for the difference between what I initially paid and what I got a receipt for. 

      Sincerely,

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

      Business Response

      Date: 08/31/2022

      Hi *****,

       

      Unfortunately, we are unable to override the banks decision, at this time, I will be happy to offer internal credit to your account for the troubles as this is the only thing we can offer at this time for your concern. Please let us know if you have any additional questions.

      Again, so sorry for any confusion or inconveniences.

       

      Way Support

      Customer Answer

      Date: 09/02/2022

       
      Complaint: 17745031

      I am rejecting this response because no one expects you to override the banks decision. Even though your disputes department reached out to me to find out why I made a partial dispute, never contacted me again, but had time to let my bank know that you all clearly disagreed with the dispute. I do not want an internal account credit as I will never use your services again. 

      Sincerely,

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

    • Initial Complaint

      Date:08/14/2022

      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 filed a complaint on 8/14/22 against "************** Parking Premium" booked through Way.com and felt it necessary to hold Way.com equally responsible. They are promoting an irresponsible organization and have repeated insisted that I drop my dispute with **************** for the fees charged. Neither Way.com nor Prime Park has contacted me to settle the damages made to my car while in their possession. Instead they are offering me $10 off my next visit as though I would ever consider it. I am extremely frustrated with both these companies for for lack of responding to the damages to my car. Not even an acknowledgment! Way.com emailed me asking if I had filed a police report. I explained that the parking attendant provided me with instructions to call ***************************** at ************. I immediately texted him the before and after photos with the attendance slip noting the incident, called repeatedly and to date have received no response. It's shameful that both of these companies are allowed to continue doing business.

      Business Response

      Date: 08/26/2022

      Hi,

       

      We see your dispute is ia dispute on your account at this time. Again, we are so sorry for the delay in getting this resolved for you and looking forward to assisting you soon. Please let our team know if you are willing to work with us or if you would like to have a quick call regarding your dispute case. 


      Looking forward to getting your issue resolved as soon as possible.

       

      Best,

      Way.com

    • Initial Complaint

      Date:08/11/2022

      Type:Product 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 had an airport parking reservation from August 6 at 7 am to August 9 at 8:30 pm. Reservation number #OG124246946. Due to a flight cancellation, I emailed this company at 8:02 AM on the 6th to let them know that I will be canceling my parking and they are refusing to give me my money back. They stated that my parking was supposed to start at 7am, but since I emailed them an hour later im not allowed to get my money back. They are keeping the money for 4 days parking that I did not use

      Business Response

      Date: 08/26/2022

      Hi,

       

      Our team was able to complete the refund for you and so sorry this was not completed in time. 

       

      Please give your account 3-5 business days to process at this time. We appreciate your patience. 

       

      Best,

      Way.com

      Customer Answer

      Date: 08/30/2022

      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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