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:06/03/2022

  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.

  Requested Cancellation of Carwash Subscription effective 05/29/2022 (Or#OGI23560536) on 05/20/2022 both by email and calling them at **************. Way.com site says that you can cancel subscription thru their app. But app does not have the option to do so.On 05/21/2022, I went to ********************** (********, **) and spoke to the Way.com Representative regarding my request. Rep took a picture of my order number and confirmed that my subscription will be cancelled.05/31/2022 - my account was charged for the subscription $29.99 (way.com)I called Way.com ************** and have spoken to 3 different people. They kept telling me that they are not authorize to process my request and somebody will be calling me.

  Business Response

  Date: 06/06/2022

  Hi,

   

  Thank you for reaching out to our team regarding your issue with ************* subscription. 

   

  Our team has escalated this issue, and will be sure to get your subscription updated and canceled. Our team has been working on a back log for these cases and they are taking a bit longer than normal. Rest assured our team has updated your case on our end and has submitted for refund please give our team 5-7 business days for this to process. 

   

  We appreciate your time and so happy you reached out to us regarding ************* subscription. 

   

  Best,

  Way Team

• Initial Complaint

  Date:05/29/2022

  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.

  Way.com clearly states the conditions and exceptions for their price match policy. I followed their instructions and sent all required information but the support agent declined my request because the website I was trying to price match was a "sister website". No where in their policy available on their website does it state that a "sister website" is exempt from their price matching. The support agent provided a "policy" with completely different information and instructions.

  Business Response

  Date: 05/31/2022

  Hi,
  
  
  We are so sorry about any confusion and troubles with your booking. 

   

  At this time our system will not allow price matching for our sister websites, but I'll be happy to provide Waybucks to your account in the amount of $15.00 for the inconvenience. 

   

  Please let me know if you want to add this to your account. 

   

  Best,

  Way Team

• Initial Complaint

  Date:05/23/2022

  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.

  When I purchased my parking tickets on Way.com website on 5/22 at around 5:10pm, it was advertised at $9.75 for the dates and time I selected (5/22/22 5:30pm - 5/24/22 6:00am). I was never shown any other price or any other fees. After paying, I had to sign up for an account to view my reservation since nothing was emailed to me. It was only then that I saw that I was charged 3xs the amount I agreed to ($27.96), and that it included service fees that were not disclosed to me. When I emailed them about this error and request the difference to be refunded to me, this is what they said,"The rates shown on the website are the lowest rates available for that parking location and are subject to change based on availability and the time of year.If you like to view the rates per day, please select the lot, then click the check-in box and a calendar will dropdown. Point your mouse on each date and it will show the daily rates.The daily rates shown on our site do not include applicable taxes or fees. This information will be listed on the checkout page. You may have to click the "show order summary " to view the breakdown.Should you need any further assistance, please feel free to reach out to us."These options were not available for me, perhaps because I bought my tickets on my phone browser, and they must have glitches/errors on their website affecting what the purchaser can see on a mobile device. There were no disclaimers about additional fees or that the total shown was "per day" They want to keep my money even though they got it unfairly. Their advertised price that I agreed to is not what they charged **** uploaded screenshots of the offer for the dates and times I selected. You can see there is no mention of it being a "per day" price and no mention of any "additional fees". You can also see the ****** ad that says about $5 per day. A total of $9.75 would be close to that for 36 hours of parking, but $28 is not.

  Business Response

  Date: 05/23/2022

  Hi Cameron,
  
  Thank you for your patience, and reaching out to our team regarding the rates on our platform.
  
  
  We understand your concern, and would like to inform you that rates shown on the Way website are the lowest rates in the market. As you've witnessed rates will vary for certain calendar days, due to upcoming events, weekends, and holidays. Which all rates are set by our partner for their facilities, and are subjected to change by market. 
  
  
  If you want to know the rate of the lot per day, please be sure to follow the directions below:
  
  
  - Choose a lot you are looking to book, and click on the check-in box and a calendar drop-down will appear with dates. 
  - Hover your mouse on each date individually, to view daily rates for the month. 
  - The daily rates shown on our site do not include applicable taxes or fees. However, if you book a reservation on our site, we will provide in detail all applicable taxes and fees during checkout and will add this amount to your parking total so that you know what you are expected to pay to the parking lot on departure.
  
  Please keep in mind one full-day of booking will look like this below:
  
  12/02 at 1:00pm to 12/03 at 1:00pm - If you have a booking that looks like this - 12/02 at 1:00pm to 12/03 at 1:01pm - You will be charged for an additional day. 
  
  
  All taxes and fees will vary based on state, and airport requirements, which unfortunately is out of our control. If you are looking for a refund and did not use your booking please share an additional receipt and our team will be happy to look into this issue for you right away. We hope this helps you have a better understanding, we appreciate your time. Should you need any further assistance, please feel free to reach out to us. 
  
  
  Best,
  Way Team
  
  

• Initial Complaint

  Date:05/16/2022

  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 purchased a spot at a parking garage in *** on May 14 through Spotangels for $35. I received an email from way.com with my garage pass that included a username and a password for access. When arrived at the garage, the combination of the username and password did not work on multiple trials. I tried to call way.com but after a long wait was only able to leave a message. Ultimately, I could not use the pass and was late for a show. I've asked for a refund but was advised that "the cancellation could only be done prior to the parking time."

  Business Response

  Date: 05/16/2022

  Hi Val,

   

  Greetings from Way.com!
  
  
  On behalf of Way.com, I'm sorry for the experience that you had with our parking lot. This issue has been noted and we thank you for bringing this to our attention.
  
  
  Would you please share the receipt of the lot that you ended up parking at? If you can share a copy of the additional receipt we can look into this issue for you and get this resolved as soon as possible.
  
  
  We apologize again for the inconvenience caused and if there is anything else please do not hesitate to contact us.
  
  
  Best,
  Way Team

   

  Customer Answer

  Date: 05/17/2022

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

  Customer Answer

  Date: 05/17/2022

   
  Complaint: 17206603
  
  I am rejecting this response because:
  

   

  Please see attached.

  
  

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

  Business Response

  Date: 05/18/2022

  Hi Val,

   

  Your reservation has been refunded in our system for the troubles.

   

  Please give your account 3-5 business days to process the refund.

   

  Best,

  Way Team

  Customer Answer

  Date: 06/01/2022

  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:05/14/2022

  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 traveling to ************ for a birthday celebration with my daughter. While I was looking for a place to park my vehicle and get shuttle service to the airport. While on Way.com I saw a place that was not full that said free shuttle. I purchased the park from Friday May 13, 2022 a 4:30pm to Sunday May 15, 2022 at 6:00pm. When I arrived at the place I parked my vehicle and me and my daughter walked over to what we thought were waiting shuttle buses. Only there was no one in there so we walked to the hotel where I spoke with a clerk who informed me that they do not offer free shuttle and that it would be $20 for us to get a shuttle to the airport. That was not what I paid for. After I left to get back in my car and hurry to the airport because our flight was approaching I called and spoke with a rep who stated that he could only give me a partial refund due to me canceling after my check in time. The time that it took me to get to the airport and find parking caused me and my daughter to miss our flight. The company is only ok with refunding me the money I paid for parking minus one day but I'm out more the cost of my tickets and my check bag fee which I cannot get back. The team leader of customer service Mareete Lean made it clear that they would only refund me partial for the parking

  Business Response

  Date: 05/16/2022

  Hi *********,
  
  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 Way cannot be held liable for non-operable, late, or third-party payments including Uber, Lyft or **** services processed during your travel. 

  
  Please keep in mind, that Way is only a third-party booking agent who do not own or operate any of the facilities on our platform. At this time, we unfortunately cannot refund any booking that is not made with Way.com. Way does not refund Airport Parking direct cost, or any third-party facility outside of our website at this time. In the future can assist with directing you to a better partnered facility who can assist you promptly with your concern.
  
  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.
  
  javascript:void(0)
  Again, I'm so sorry for the troubles, we will be happy to offer $20.00 in internal credit as this is the *** we can offer to use toward a future booking at this time.
  
  Best,
  Way Team
  

  Customer Answer

  Date: 05/16/2022

   
  Complaint: 17202809
  
  I am rejecting this response because: I arrived within time to to catch a shuttle service that the Way.com website advertised this facility had. By this service not being available Way.com is responsible for my missed flight and the subsequent $176 plane ticket I was unable to use and the $46 check bag fee which Im requesting to be returned. As a third party website it is your responsibility to have accurate information for the facilities that you are promoting. So as I previously stated I would like back the cost of the reservation and my $222 for my plane ticket and check bag 
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/20/2022

  Hi *********,
  
  Thank you for providing your feedback to our team, we understand your concern and will be happy to assist with getting your reservation refunded for the amount you paid in our system.
  
  Please provide your confirmation number and we will be happy to look into this for you. Please understand that any additional lost expense outside of parking Way is not liable for reimbursement of any kind. I understand there was an inconvenience with the parking location, and since Way does not own or operate any of the facilities we cannot be held liable for any issues at this time. Please feel free to read our terms and conditions for more information.
  
  Again, Im sorry to hear you had a frustrating experience, but I really appreciate you bringing this issue to our attention. Please understand, our team is hands-on and will make sure this does not happen again. We currently only serve as an online option for discounted parking and marketing platform for parking service vendors to provide parking directly to our customers. Lastly, please understand that we are unable to reimburse for third-party ride-share or airport cost we truly thank you for taking the time to bring this to our attention. We will use the feedback to improve our partner and customer experience. 
  
  Best,
  Way Team
  
  
  
   

  Customer Answer

  Date: 05/26/2022

   
  Complaint: 17202809
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/12/2022

  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 frequent a carwash and back in April they began offering monthly subscription to their service. I got talked into it and signed up through the way.com app. It was simple and quick. After about a month I decided I no longer wanted to stay subscribed. So I figured there should be a cancel button on the app but there is not. So I went to the wash and one of the staff states I need to call the way.com app to say I want canceled. I do this and this Indian guy answers saying they'll cancel. Well next couple days roll over ans I'm charged again for the service. I call again once again says they'll cancel. I've called 2 more times including today 5/12/22 and still all they say will cancel and I'll receive a email and I'm not get any emails and the service still shows in the app.I feel like this app is a fraud and they get your money and will not let you cancel. I just want it to stop before I'm force to close my credit card as a last resort. Any help would be appreciated and this app needs to be shut down for this awful service.

  Business Response

  Date: 05/13/2022

  Hi ******,
  
  Thank you for reaching out to our team regarding your concern, can you please share your reservation number or the email your subscription is under? Currently, we cannot find your booking and want to help get this resolved for you. Please feel free to share any information you have and we will be delighted to look into this issue for you and see if we can get this resolved for you right away.

   

  Looking forward to assisting you.

   

  Best,

  Way.com