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:08/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Confirmation No. # OGI24276469 *************************** Parking Check-In:Jul 31, 2022 06:00 AM Check-Out:Aug 07, 2022 06:00 AM Our cars gas was stolen while parked at this location, the gas door was damaged and paint was chipped when they try opening the gas door. They took half a tank. A police report was filed, reached out to way to request a refund and compensation as what they promoted on their site was completely false. When booking through way.com I made a reservation for airport parking they promoted: 24 hour security, Camera surveillance, 24 Lot attendant which is completely false information. The hotel themselves informed us that they DO NOT provide those amenities.I reached out to customer experience which has been the worse experience ever. Vishnuragh Support Agent has not been pleasant, he doesnt believe me and only responds via email. I tried escalating the issue but he doesnt seem to have a supervisor as I requested to speak to. Every time he emails me he is requesting something new that he double have easily communicated early in our conversation. This company is promoting security measures that are false, had I know that the airport parking I booked didnt actually have security and camera like it stated I would not have booked through them. This is unacceptable and they have been a nightmare trying to get help from. We lost our gas, damage to our car, and my time due to negligence to advertise the correct information.

  Business Response

  Date: 08/26/2022

  Hi *****,

   

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

   

  We were able to get you refunded for the troubles and so sorry for your experience at this time. 

   

  Please let our team know if you have any questions.

   

  Best,

  Way.com

• Initial Complaint

  Date:08/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was making online reservation for parking at *********** on Sat, 16 Apr 2022 on way.com web site , a message popped out saying there was an error for the transaction and it didn't complete so I canceled the order. Didn't realize way.com still charged my credit card until in the afternoon the same day, I emailed way.com the situation and requested them to cancel the parking reservation again as there was no phone number to call them. Way.com support refused to cancel the reservation and refused to fully refund the charge though I communicated with them (way.com web site clearly states reservation can be canceled free). I never used the parking and have sent way.com emails requesting refund but never received.

  Business Response

  Date: 08/26/2022

  Hi,

   

  Thank you for your patience, and so sorry for the delay here. 

   

  After reviewing your account we see that there is a dispute on file and our system will not allow us to refund your account when there is an active dispute on file. Please let our team know if you are willing to drop the dispute and work with our team directly to get your refund processed at this time.

   

  Thank you or your understanding. 

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/29/2022

  Hi ********,

   

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

   

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

   

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

   

  Best,

  Way.com Team

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

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

  Business Response

  Date: 08/02/2022

  Hi ******,

   

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

   

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

   

  Best,

  Way.com

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair Issues
  Status:

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

  Business Response

  Date: 07/28/2022

  Hi *****,

   

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

   

  Thank you.

   

  Way.com Team

• Initial Complaint

  Date:07/21/2022

  Type:Billing Issues
  Status:

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

  Business Response

  Date: 07/21/2022

  Hi ****,

   

  Thank you for reaching out to our team.

   

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

   

  Thank you for understanding.

   

  Best,

  Way.com

  Customer Answer

  Date: 07/21/2022

   
  Complaint: 17599246
  
  I am rejecting this response because I paid for the service to park and receive a ride to the airport. I did not receive either service so I am requesting a full refund. I ended up parking at the airport because once the shuttle was not available I did not have time to seek other transportation and was told they did not have any other ride for me.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/26/2022

  Hi,

   

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

   

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

   

  Best,

  Way.com

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17599246
  
  I am rejecting this response because: Attached is the receipt for our parking at ************************ Airport. This is where we needed to park in order to be on time for our flight to *********. With the shuttle canceled by way.com we did not have time to get an Uber, Lyft or cab big enough for our group of 6. We ended up parking at the airport which was much more expensive.
  I called way.com as soon as I reached the airport to ask for a refund since we didnt park there and was told they do not do refunds.
  Thus receipt was requested by way.com but I was not able to upload it to them.
  Please forward this to them as proof that I parked elsewhere and not at their location.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/01/2022

  Hi ****,

   

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

   

  Best,

  Way

  Customer Answer

  Date: 08/02/2022

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

• Initial Complaint

  Date:07/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a carwash but vendor said they cant honor still they are not refunding my money. I need refund to my credit card and not way.com account Order id : ***********

  Business Response

  Date: 07/11/2022

  Hi Arun,

   

  We are aware that our team is working with you directly, a manager has been in contact and will take care of your concern directly.

   

  We will consider this case closed on our end, but appreciate you reaching out to the BBB regarding your concerns. 

   

  Best,

  Way.com

  Customer Answer

  Date: 07/11/2022

   
  Complaint: 17548183
  
  I am rejecting this response because:

   

  until refund is issued or car wash is provided. I dont consider this as closed
  
  Sincerely,
  
  *****************************

   

   

  Business Response

  Date: 07/13/2022

  Hi Arun, 

   

  We are working with you internally regarding this issue and in full communication via email.

   

  We can consider the BBB case closed since we have reached out. Our ******************* is working on this issue for you and can take up to 5-7 business days.

   

  We appreciate your patience, and understand your urgency.

   

  Thank you,

  Way.com Team

  Customer Answer

  Date: 07/14/2022

   
  Complaint: 17548183
  
  I am rejecting this response because:
  
  

  its been 10 days already and no refund.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked with Way confirmation #OG123785108 on 6/16/22 for parking at *** 52 parking for the amount of $186.98 for a check in on 6/29-7/11/22. When I arrived to the parking lot there was no workers at the parking lot and just a sign to call a phone number. I called a number of times and got no answer. I called WAY immediately to express concern. I was told they would try to call the lot and call right back. No one called back. I again called WAY and told them that I had to locate other parking because I needed to check into the airport. I was told they would again call the parking lot and call back again I received no call. I proceeded to the airport to find parking for my departure flight. Once I arrived to the airport I again called and explained to the rep that I didnt receive any follow up calls and would like a refund because parking was found else where and there was no attendant there to check in my vehicle or shuttle my daughter and I to the airport. I was sent a ticket number #****** and was told I would have a resolution within 48 hours either a call or email. I received none of the amount or refund for parking. I called on this date 7/10/22 to follow up and was told ticket had not been addressed and they were not able to speak with the parking lot (same issue I had reason I didnt park there). I asked to speak with a supervisor to escalate the matter and was told there is no manager to speak too.

  Business Response

  Date: 07/11/2022

  Hi,

   

  Thank you for reaching out to Way regarding your experience with our partnered location. 
  
  First, we would like to apologize for any trouble you had with our partner's location. Please understand that Way is only a third-party booking agent who do not own or operate any of the facilities on our platform. We are given spaces at these facilities and inventory as our system only allows the amount given to our team.
  
  
  If there is an issue with the bookings being overbooked, this is an operational/inventory issue with our partner.  Please keep in mind, Way does not refund Airport Parking direct cost or any additional cost associated with your booking at this time. If you can provide our team with a copy of the receipt for the additional expense, we can get you refunded for what you have paid directly in our system at this time.
  
  
  Our team will be happy to share this information with our partners so they are aware of the issue. Again, Way nor our partners are liable for missed-flights, or additional cost during a reservation. We ask all of our users to arrive well in advance before their booking starts so they are not inconvenienced by any delays going on at the lot facility. We understand that this issue was not in your control, and the parking location did not make us aware of this issue.
  
  
  We appreciate your feedback, and so sorry for your experience, and recommend to reach out to our team in the future if there will be a delay or any issue with your booking so we can follow up with the partnered facility right away. Should you choose to book with us in the future we would recommend you call us so we can go over all of the details of the location with you and make sure you have all the proper information or speak with a manager on duty.
  
  
  
  If there is anything else we can help you with, please do not hesitate to contact us. 
  
  
  Thank you,
  Way Team
  

• Initial Complaint

  Date:07/07/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Way.com Reservation #OG123925017 In order to obtain long term parking near JFK I booked a space through Way. Com. I was to check in on June 28, 2022 @ 4:30 am. I arrived on time and had trouble finding the facility. It turned out to be a vacant lot about the size of a *** building lot for a private home. The lot was jammed with cars parked bumper to bumper and inches apart at the sides. There was no attendant. I called the number provided. The Attendant responded in a rude manner and said he was at the airport. He told me to look for a "lot next to the Deli". There was no sign, office, noting to identify the location. Finally, he returned and at that time there were three cars (including mine) waiting. He instructed the car ahead of me to fill out forms and take pictures of his own car; all of this while using the hood of Someone's car for a desk. Apparently, this person was the only person working. He booked cars, parked cars, and was the shuttle.At this point, I needed to get to the airport to make a flight. I had a very bad feeling about this "service" as it was not at all as pictured on the website. I had no idea where my car would be parked (street?) or if it would be safe. I had no confidence this person would pick me up at the airport on time or if my car would be retrievable on time. I asked about cancellation. He instructed me that it would be no problem to cancel online. I left and headed to *** long term parking. After getting through airport security and arriving at the airport gate, I discovered there is no clear and easy way to cancel online. Ultimately, I was told, now repeatedly, that I canceled too late for a refund. I was there on time, no one was present, the facility and service were clearly falsely advertised.I am seeking your help in obtaining the refund for a service never rendered. The payment made and refund sought is @120.00

  Business Response

  Date: 07/11/2022

  Hi ***,

   

  Can you please share a copy of any additional parking you used during this reservation. 

   

  This will help our team gather more information to refund your account directly from our system. 

   

  Please feel free to send this information over and we will get this processed as soon as possible.

   

  Best,

  Way.com Team

  Customer Answer

  Date: 07/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.  I very much appreciate your interaction on my part in order to receive a refund for a parking service I did not ultimately receive.

  I have attached, as requested, the original parking receipt from The Way, which is the subject of the refund request.  I have also attached evidence of parking at ********************* as a result of this issue. 

  Once again, my thanks and appreciation to the BBB for its swift and professional response and action regarding my complaint.  I look forward to receiving the refund.

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

• Initial Complaint

  Date:07/05/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bait and switch. Chose this company to obtain airport parking. Chose a hotel this company was promoting since they offered shuttle service. When I arrived back from my trip, they would not pick me up from the airport as promised and I had to Uber back to pick up my vehicle. The shuttle service was the main reason for picking this hotel option and I was promised when I dropped off the vehicle that I would be picked up when I came back. I called Way.com and talked to a supervisor to request a refund and they stated they would not credit me back for services they offered, then refused to fulfill. I've attached my service agreement. The amount of the parking fee will cover my additional Uber cost. Way.com parking fee $53.33 Uber cost I incurred $50.99

  Business Response

  Date: 07/06/2022

  Thank you for reaching out to our team regarding your concerns.
  
  First, we would like to apologize for any trouble you had with our partner's shuttle service. Please understand that shuttles services are complementary to all bookings and not charged to the customer. Please view your confirmation for more details regarding your booking and our policy. Again, we understand this may cause inconvenience and we apologize for any discrepancies this may cause. Please understand that *** cannot be held liable for non-operable, late, or third-party payments including Uber, Lyft or **** services processed during your travel.  
  
  
  If there is ever an issue with the shuttle service of the location that is booked, we ask our customers to give us a call regarding the issue and we will try to find you a location nearby that can accept your booking with operational shuttle options.
  
  
  Again, we're so sorry about your experience at this time. We appreciate you providing photos of the ****/Uber/Lyft receipts our team can give you internal credit to your *** account for . As we are unable to refund your account since this is a partner issue and not a direct issue with *** services. Please keep in mind, *** is only the third-party booking agent, the facility locations provide the services and the shuttles directly. Please feel free to reply to this email if you have additional concerns you would like to address regarding this location and their operation. Keep in mind, Way.com is only a marketplace and do not operate these locations directly. Our team is sincerely saddened to hear about the inconvenience this has caused. 
  
  
  Please understand that since the shuttle services are complementary to the bookings we cannot be liable for the shuttles on this property. 
  
  
  Best,
  Way.com Team
  
  

  Customer Answer

  Date: 07/06/2022

  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 if the amount credited to my Way account matches the Uber costs. Amenities may be "Free", but those are options that sway a customer to a business. If that business falsely claims that they offer a service, the customer has no time to find a new hotel since these customers are on a timeline to catch a flight. I would suggest anytime you get a complaint from customers about a companies falsifying services, you should contact them to update the services they actually offer. So yes I accept a credit, as long as it reflects my additional out of pocket expense from Uber. When can I expect to see a credit?
  
  Sincerely,
  
  *********************