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:07/04/2022

  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.

  Yesterday, July 3td, I used Way.com for the first time to find monthly parking near me, starting July 4.I found one that I thought was close to me and booked it at around 10:10pm. It turned out to be further away from me and needed a $25 Uber ride to get to and from the lot. Before I could get to my laptop, at 10:20pm I received an email that my parking had been reserved for July 3rd at ****pm! In other words, not only did I not get the dates that I wanted, but the email started that my parking had already begun.I immediately pulled over and called customer support for ************************ was informed by the representative that the system was not letting him cancel the booking since it has already begun! Despite my explanations he was adamant that nothing could be done.He told me to send an email and that it "will be taken care of".I sent in the email, and received the exact same response - I was stuck with a parking booking that I did not want and could not use.This is completely unacceptable. First, the parking lot was further away than advertised on the way app. Second, Way sent me notification that my booking had already started! In other words they were locking me in and taking my money with absolutely no recourse. I am furious at this new way of operating things - take the customers money and hide behind fine print to avoid paying it back. Before I take next steps, I am going to try to resolve this in an animated way and give Way.com the chance to do the right thing.

  Business Response

  Date: 07/05/2022

  Hi ******,

   

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

   

  Can you please let us know if you were able to park at this location? Currently we see that you have a monthly pass, and our system goes based off the time of purchase and covers you until the end of the month. Please feel free to let us know if you have any questions as our team is here to assist with any concerns or questions at this time. 

   

  Best,

  Way.com

• Initial Complaint

  Date:07/01/2022

  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 purchased a parking reservation through way.com confirmation number OGI23970261 for a Payless parking lot. The parking lot claimed to be located at ************************************************************* and claimed to offer a free shuttle and outdoor valet. I could not find the lot, it was not marked. When I contacted the business, they said to drive into the auto zone parking lot and go back. There was no lot. I spent almost an hour looking for the Payless lot and ultimately had to give up otherwise i would miss my flight. Way.com's review for this location is 4.6 stars but there is no way for me to review my experience. If you look up the address in ****** maps, you will see my experience is not unusual. I contacted way.com for a refund of the $16.95 they charged me, with $60 to be due at the lot for valet service. I also informed them that the lot may not exist as I was unable to locate it. Way.com support stated that because the reservation was not canceled before the check-in time, they will not refund the money. They are lying to their customers and misrepresenting the lots that are advertising on their website.

  Business Response

  Date: 07/01/2022

  Hi,

   

  Did you end up parking at a different location?

   

  If so, our team will just need a copy of the additional parking location and we can process your refund on our end.

   

  Best,

  Way.com

  Customer Answer

  Date: 07/05/2022

  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:06/28/2022

  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.

  On March 25, I ordered a parking reservation at *********** for July 3-July 23, but when I decided to extend my trip on May 21, I was advised to cancel the original reservation and book a new reservation for the new length of my trip. I did so and paid the new amount for the longer trip. But then after realizing that I had been issued a refund in Way Bucks for the first cancelled reservation, instead of money refunded to my credit card, I cancelled this second reservation and requested a full refund in money refunded to my credit card. I was assured that both would be refunded in full, but as of yet have not been refunded a dime to my account.

  Business Response

  Date: 06/29/2022

  Hi ****,
  
  Thank you for sharing this information. We see that you have a dispute on file, that is set to be resolved on July 27th. We are so sorry in advance, but we are unable to refund your account since there is a dispute on file. 
  
  
  Thanks for taking the time to share this with us, please email [email protected] regarding your dispute so our team can assist you with the next steps in your issue. 
  
  
  
  -Way.com Team
  
  

  Customer Answer

  Date: 06/29/2022

   
  Complaint: 17495721
  
  I am rejecting this response because: the complaint was issued because of the lack of urgency behind the business's response to my initial dispute issued over one month ago.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/06/2022

  Hi ****,

   

  We understand your concern, and looking to assist if you have any questions or concerns about your dispute.Please understand if there is a dispute on file we cannot refund you from our end since the banks are currently involved. If you are willing to work with our team on your dispute please let our team know and we will be happy to assist. 

   

  Best,

  Way.com

  Customer Answer

  Date: 07/07/2022

  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:06/22/2022

  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.

  I stayed at a hotel on June 16, 2022 before flying for a trip from June 17 through June 20. The hotel uses way.com for parking. I started to request online parking on June 16, but didn't complete the transaction that night. I didn't want to be charged for parking on June 16, so I didn't complete the process online. I started the parking request again in the morning, on June 17. I received a confirmation email on June 17 that I had paid. When I returned from my trip, I see in my online checking account that I was charged for parking twice, at two different prices. Way.com completed the parking transaction that I had started on my phone on June 16, and DID NOT send a confirmation email. When I talked to customer service, the company policy is they do no cancel charges after the parking has started. I requested a refund, which I was told the same thing. I explained I couldn't possibly cancel a transaction on June 16 when I wasn't sent a confirmation of the purchase and charge. I explained that I only parked one car in the lot, but they didn't care, because they had two confirmation numbers. I explained they never emailed me the first confirmation number. The customer service department refused to reverse the charge. I paid for parking twice, for the same car, and Way.com refused to reverse the charge. I paid over $86 for parking for 4 days because Way.com refused to acknowledge I was wrongfully charged twice.

  Business Response

  Date: 06/23/2022

  Hi *******,

   

  Thank you for reaching out to our team, we've canceled your booking and a refund should be processed within 3-5 business days to your account. 

   

  Please feel free to let our team know if you have any additional questions or concerns. 

   

  Best,

  Way Team

  Customer Answer

  Date: 06/23/2022

  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:06/19/2022

  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.

  I made an airport parking reservation through way.com app, but when I arrived at the address given there was no such company and no one answered my calls. I sent a message to cancel it, but way.com didn't honor it because my request was made after the check in time. I spent so much time to find the parking company and contact them but failed. The order number was OGI ********, and I need a refund as I could not utilize the service. The amount I paid was $131.60.

  Business Response

  Date: 06/22/2022

  Hi ******,

   

  Thank you for reaching out to our team regarding your concern, can you please share any additional parking reservation details that you had to make due to the troubles with our partnered lot location. Currently, our team cannot process a refund unless we have proof that you parked somewhere else. Our company is a third-party and do not own or operate the locations in our system. We only serve as a convenience for parking locations around the country at a competitive rate. 

   

  Please feel free to let me know if you have any questions, and please feel free to add a copy of your receipt to this case.

   

  Best,

  Way Team.

  Customer Answer

  Date: 06/22/2022

   
  Complaint: 17448110
  
  I attached the proof that I had to park somewhere else on June 14th.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/29/2022

  Hi ******,

   

  This has been refunded, please give your account 5-7 business days to reflect the refund. 

   

  Best, 

  Way.com

  Customer Answer

  Date: 07/03/2022

  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:06/15/2022

  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.

  Two transactions. First, for a car wash on May 4th, 2022 at Speedway LLC, *********************************************************************. The store manager refused to accept the voucher and said that it was fraudulent. Way.com was notified but has yet compensated me nor resolved the issue.Next, a parking space reserved on June 6th, 2022 for ************* on June 8th, 2022 at 7am. The listing claims that this includes shuttle service from 5:30am to 11:00pm. On June 8th, the business was contacted according to the directions through the app and the person who answered refused to leave for the airport until 9am. An Uber was used instead. Again, Way.com was notified, and this time refused to assist.I have asked for Way.com management to reach out to both of these businesses to determine why the listings were misleading and/or fraudulent. I have been told that they take no responsibility for the claims made on their own site. I suspect all of this customer service is being provided by unprofessional employees in other countries who really couldn't care less.

  Business Response

  Date: 06/16/2022

  Hi *******,

   

  Thank you for reaching out to our team about ************* and Parking concerns. 

   

  First, we would like to apologize for the concerns you had with our car wash provider. Currently we do not own or operate these locations, but we 100% value our clients and make sure our partners are ding the right thing with their locations. For the voucher issue we will be happy to add credit to your account in the amount of $7.00 for the troubles with your booking. 
  
  Second, we would like to apologize for the parking location and the Uber concerns at this time. Please feel free to check our terms and conditions, currently our team is not responsible for additional ride-sharing cost. For the troubles we will be happy to add an additional $10.00 of credit to your account for the inconvenience at this time. 
  
  You will have a total of $17.00 added to your account for the troubles.
  
  Best,
  Way Team

   

   

• Initial Complaint

  Date:06/09/2022

  Type:Order 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.

  paid for a shuttle service to airport we locked our keys in the car but were still on-time for the shuttle just had to wait on another family the shuttle driver informed us that unfortunately the mother lost her son around the hotel and couldn't find him, he told us to insure we caught our flight on-time to go to the airport and pay for parking we did this. I notified the shuttle service, *********** Way.com as soon as we got to the Airport and I was told to send supporting documentation of the events which I have done several times and they are still telling me since I didn't cancel prior to the departure I could not get refunded. I simply asked for a credit because it was not our fault we had to bypass the shuttle and pay at the Airport costing us double the amount.

  Business Response

  Date: 06/10/2022

  Hi ********,

   

  Thank you for reaching out to our team. 

   

  We have refunded you for the troubles, and please check your bank within 3-5 business days for the credit to appear on your statement.

   

  We appreciate your patience, and so sorry for the troubles. 

   

  Best,

  Way Team

  Customer Answer

  Date: 06/11/2022

  I would like to know if I will be refund my way bucks of $70 that I used toward this booking or if I will only be refunded the $20 I paid over the way bucks for the booking. 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:06/07/2022

  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.

  Way.com app at ****** Parking at the DoubleTree by Hilton ***** Airport Parking facility showed 24 hour security, camera surveillance, safety measures and security guard on site. On May 16, 2022, while heading to ***** Airport, I placed the order on Way app to park my vehicle at the way parking lot by Doubletree Inn from May 16 5 PM to May 31 6:30 PM. Upon arrival at the Wey parking lot, there were no attendant present. I parked my vehicle and updated the app with my vehicle details and sent a message through the app of the same.When I picked up my vehicle at 6:30 PM on May 31, I noticed a couple of disturbing things. Still there was no attendant present. There was a green sticker on my vehicle saying that this vehicle was illegally parked and its a final courtesy notice before it was going to be towed. In addition, my vehicle has been damaged on the left rear side.I've contacted way.com support staff and they apologized for the inconvenience and asked that all the images be sent. An email was sent that evening. Way.com is not taking any responsibility for the $2,000 damage to my vehicle. They state that neither way.com nor their service partner are liable. The fact is that I've purchased the parking spot using way.com and it showed that the facility where I parked my vehicle had 24 hour security, camera surveillance, safety measures and security guard on site. This is misleading information and purely intended to defraud the customers.

  Business Response

  Date: 06/07/2022

  Hi Ravi,
  
  Thank you for reaching out to Way, we're so sorry to hear about your recent experience with our partner. 
  
  
  We want to apologize for the damage to your vehicle and fully understand your frustration. Way is an online marketplace and does not operate vehicles on a physical level. Our team can only work with our partner to make sure these issues are handled accordingly. Our team has provided the information below so you can work with the parking lot directly regarding your concerns. 
  
  
  Unfortunately, Way cannot be held liable for any theft, missing items, lost keys or damages to customer's vehicles at our partnered locations. We ask that our users take precautions when parking at our partner's lots and always lock up any valuables in your vehicle during long term stays. Please reach out to your insurance provider regarding any damage claims. Due to unforeseen circumstances, Way has supplied the parking voucher and cannot be held liable when damage occurs outside of our control. We see the parking was fully used at this time, and apologize for the inconvenience this has caused you.
  
  Please visit https://www.way.com/aboutUs/userAgreement and scroll down to "Our Service Offerings" to find out more about our policy.  
  
  
  "Service Providers and Way.com are not held liable for any theft or damages to the user's vehicle, items in the vehicle, or any other user property. Service Providers and ********************** are also not liable for any general or personal injuries that occur while on the property." 
  
  
  Thank you for reaching out to us, apologies we're unable to assist further on this issue. If there is anything else we can help you with, please do not hesitate to contact us.
  
  Best,
  Way.com Team

  Customer Answer

  Date: 06/07/2022

   
  Complaint: 17329751
  
  I am rejecting this response because:
  
  way.com identified this facility as a secure facility with camera surveillance. In addition, it identifies the facility to have a security guard on site. Need details about the accident and video clips along with the documentation from the security guard.
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/15/2022

  Hi Ravi,

   

  Please share your confirmation number and we will be happy to look into this for you.
  
  Please understand all Trust & Safety claims will have to be directed to the parking location if you need any additional details outside of your confirmation information and payment information please reach out to the parking location since Way is only a third-party and does not operate any location on our platfrom. 

   

  Best,

  Way Team

   

• Initial Complaint

  Date:06/06/2022

  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 refused service at the airport parking location which I already paid for using way.com. I have the video that they refused to have my car and threatened me to punch and harassed me (I'm filing another complaint with the parking lot). I had to go and find ******************* so I wouldn't miss my flight. I parked and paid in the long-term parking after paying way.com and being harassed at the parking lot.Since August 2021 I have been trying to get my refund but no chance. I also have the video that shows parking lot attendants saying that it doesn't matter if I paid or not they have no open spot there. Once I try to show my reserved spot and told them I'm missing my flight they threatened to punch me, I called the cops but didn't have enough time to wait since I was about to miss my flight.

  Business Response

  Date: 06/07/2022

  Hi Tarkan,

  Im sorry to hear you had a frustrating experience, but I really appreciate you bringing this issue to my attention.

  Please understand, that Way does not operate the facilities on a physical level. Our team will be happy to look into this issue for you and get to the bottom of your issue. Can you please share a copy of your receipt for the additional parking location you used at this time. Our team will be happy to look into this and see if we can get you refunded for what you paid in our system. Our team will investigate this with our Airport parking team and let them know about your experience.
  
  Please feel free to give our team a call at your earliest convenience at ************** as we would like to make things right with you. Thanks for taking the time to share this with us, We hope to hear from you soon! 
  
  Best,

  Way Team

• Initial Complaint

  Date:06/03/2022

  Type:Billing 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 airport parking reservation through Way.com. They charged me $18+. I realized I was going to need an extra hour which would have taken the parking to about 17 hours (less than 24 hours), they charged me an additional $18 for 90 minutes. When I called customer service, they were not helpful and basically told me they have nothing to do with bookings. Speak to the parking garage. The parking garage told me to contact them. I could have parked at the airport if I realized they were going to charge me basically a full extra day for 90 minutes. I tried to cancel the extension to no avail.

  Business Response

  Date: 06/06/2022

  Hi *******,

   

  Thank you for reaching out to our team regarding your reservation concerns.

   

  Please understand that we have two different type of parking types, we have Airport Parking and City Parking. City parking will allow you to book your reservation by the hour and Airport Parking will only allow 24-hour daily parking so full day bookings. When you are booking on our platform you want to be sure that you are covering your self for the 24-hour period even if you are only booking for a short period of time so you are covered by our system. If you only require parking for 1-5 hours then City Parking would be a better option.

  Please feel free to let me know if you have any additional questions at this time we will be happy to assist.

   

  Best,

  Way Team