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:07/05/2022

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

• 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