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:11/12/2024

  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.

  On August 12th, I paid for a reserved park and fly parking spot with Way.com at the then ************************************ in *******, *****. When I arrived in ******* on Thursday October 24th, Way.com was not operating a parking service in the area that I paid for. I also received no notice of this change and in fact, received a confirmation email, shortly before my departure. A full refund is in order, since no parking service and no appropriate notice was provided. It is not acceptable to take money for no services provided.

  Business Response

  Date: 11/12/2024

  Sure, here's a draft response for you:
  
  ---
  
  Dear ***** ******,
  
  Thank you for reaching out to us regarding your recent experience with our parking service. We understand your concerns and appreciate the opportunity to address them.
  
  We have reviewed our records and found that other customers successfully parked at the ******************* near *********** on the same date. Therefore, we are unable to issue a refund at this time.
  
  However, we want to ensure that your concerns are fully addressed. If you have an alternative receipt for parking services used during your trip, please send it to us for review. We will be happy to investigate further and assist you accordingly.
  
  Thank you for your understanding and cooperation.
  
  

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22534618
  
  I am rejecting this response because:

  Ultimately, Way.com did not provide the service that I paid for. It was Way.com's responsibility to be in communication with me if the parking lot was not in proper functioning form, as was the case. I asked multiple people at the hotel about Way.com. No one knew anything about it. Simply referring to others who parked there by searching your records does not make it okay to accept money for not providing the service (to include proper communication and customer service) to me that you were responsible for when you took my money. How I then handled my parking is not relevant to the issue at hand. This is a huge lack of integrity and shady business model. It could be a paid amount of .01 or much, much, more. The principle is the same. Taking money for nothing is stealing and ultimately, illegal when it comes to practicing business. I see this has happened before (see attachment) and apparently, this (stealing) is part of Way.com's business model. Unacceptable. 

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

  Business Response

  Date: 11/15/2024

  Thank you for reaching out to us regarding your recent experience. We apologize for any inconvenience you may have encountered.
  As stated previously, we do have a contract with the location in question, and other customers have been able to park there without any issues. The reason we ask for proof of other parking is to verify that you indeed parked elsewhere and did not use the parking reservation in question.
  We understand that this may be frustrating, and we appreciate your cooperation in providing the necessary documentation. Once we receive the proof of other parking, we will be able to proceed with your request accordingly.

  Customer Answer

  Date: 11/22/2024

  
  I appreciate this response. Its thoughtful and has specific, valuable information about where Way.com is coming from and its intent in this process.
  
  I made my own arrangement with the hotel on the premises. That was what was needed, since I arrived at night and did not have the opportunity to thoroughly research and find other options. There are several lots adjacent to each other in this area. 
  
  My questions for you are: 
  
  What was supposed to be there, as a presence, from Way.com? (This may help me to better understand what it is that you are offering for the amounts charged). Are you saying that you offer no sign, no attendant, no markings to indicate that you are operating in this lot or any other? And that the customer is in the right place? Towing is extra real in big cities. So how is the customer to feel assured that they are in the correct, way.com lost? That is my issue at hand. And why didnt anyone on the premises know anything about Way.com? How are these agreements with the property owner structured? What does Way.com do in order to make it clear for their customers that they are in the right place and that their parking will be handled in the manner touted by Way.com? 
  
  Daisy
  

  Business Response

  Date: 11/26/2024

  Thank you for reaching out and sharing your concerns. We understand how important it is to feel assured that you are in the correct parking location, especially in big cities where towing is a real concern. Way.com operates as a third-party platform that partners with various property owners to open up parking spaces for our customers. Our role is to facilitate the booking process and provide you with the necessary information to locate your reserved spot. However, it is the responsibility of our partners to ensure that their staff is properly trained to guide you to the correct parking area. We are continuously working with our partners to improve these aspects and ensure a seamless experience for our customers.

• Initial Complaint

  Date:11/11/2024

  Type:Sales and Advertising 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 used aiportsparking website owned by way.com for offsite DFW Airport parking on 10/31/2024 in *********, ***** for approximately 6.5 days. The price advertised was $49.40, but at checkout, the price charged to my card was $62.23. I didn't notice the difference immediately because the confirmation email did not list the price charged to my card or the advertised price - just confirmation details and a link to view a receipt online. The additional cost on the website receipt listed "Taxes" as "$12.83", which is not only not based on the sales tax rate, but does not mention anything about extra "fees" or charges. The sales tax rate for Grapevine, ** is 8.25%, which when applied to the advertised rate, is $4.08, not the grosssly overcharged $12.83. Upon emailing and calling way.com, their response was that one would have to click elsewhere to find out the additional charges - clearly price deception since listing charge descriptors only as "Taxes" makes would-be takers less suspecting of over-charge. Additionally, abusive pricing practices like these make it less possible to compare pricing. Way.com appears to be riding the gouging wave of this already terrible inflationary period. Caveat Emptor.

  Business Response

  Date: 11/12/2024

  Heres a draft response to the complaint:
  
  ---
  
  Dear ****** J,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience you experienced with your recent parking reservation through our airportsparking website.
  
  We understand your concern regarding the discrepancy between the advertised price and the amount charged to your card. Upon reviewing your case, we found that the additional charges listed as "Taxes" were not clearly disclosed, which led to the confusion.
  
  To resolve this issue, we will:
  **Improve transparency**: We will update our website to ensure that all additional charges, including taxes and fees, are clearly disclosed during the checkout process.
  
  We appreciate your feedback and will use it to improve our services. 
  
  Thank you for your understanding and patience.
  

• Initial Complaint

  Date:11/03/2024

  Type:Customer Service 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 am being charged $1.95 a month by way.com (since August). I did not sign up for a subscription and could not find a way to cancel this payment, nor am I sure what the payment is for. I used way.com one time in July. The total amount I have been charged by way.com is 5.85. Please cancel this and explain what the cost is. I would also appreciate a refund if possible.

  Business Response

  Date: 11/04/2024

  We understand your concern regarding the unexpected $1.95 monthly charge and we sincerely apologize for any inconvenience this may have caused. It's important to us that our customers have a clear understanding of their purchases, including any recurring charges. During the checkout process for parking, there is an option to opt out of this monthly service to ensure that you are only paying for what you need. We are committed to ensuring transparency and customer satisfaction. To address this issue directly and assist you further, we will have a member of our customer service team reach out to you promptly. Thank you for bringing this to our attention, and we look forward to resolving this matter to your satisfaction.

• Initial Complaint

  Date:11/02/2024

  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.

  Looks like Im the hundredth person complaining about way.com sneaking in a $1.95 monthly recurring charge with a one-time purchase of airport parking.

  Business Response

  Date: 11/04/2024

  Dear Customer,

  We understand your concern regarding the unexpected $1.95 monthly charge, and we sincerely apologize for any inconvenience this may have caused. It's important to us that our customers have a clear understanding of their purchases, including any recurring charges. During the checkout process for parking, there is an option to opt out of this monthly service to ensure that you are only paying for what you need. We are committed to ensuring transparency and customer satisfaction. To address this issue directly and assist you further, we will have a member of our customer service team reach out to you promptly. Thank you for bringing this to our attention, and we look forward to resolving this matter to your satisfaction.

• Initial Complaint

  Date:10/30/2024

  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 purchased parking for a ******************* football game in ************, ******* on Sunday 10/27 at ************************************* I paid Way.com $40 thinking it was going to be my parking pass for the lot and they sent me a confirmation email with a code. When I arrived at the lot, the attendant confirmed we were at the correct place, but they require a QR code to scan if we purchase parking. WAY would not send me a QR code and I was forced to pay another $40 at the lot so my family could park. The parking attendant said there are a lot of scammers and this sounds like it is one of them. They will not provide me a refund without a receipt, even though this is a grass lot for a football game and we were not provided a receipt. They asked for my venmo transaction since that is how I paid the lot, and I provided that with the transaction time on there and now it is not good enough. This website is a complete scam and I demand my money back. DO NOT USE THIS WEBSITE FOR ANYTHING THEY WILL TAKE YOUR MONEY AND NOT PROVIDE ANY ASSISTANCE.

  Business Response

  Date: 11/01/2024

  We sincerely apologize for the inconvenience you've experienced. It is never our intention for customers to feel frustrated or misled. We understand the importance of a smooth parking experience, especially on game days. Please rest assured that our management team is thoroughly investigating this matter to understand what went wrong and ensure it doesn't happen again. We are committed to transparency and customer satisfaction, so we will be reaching out to you directly to resolve this issue. Your feedback is invaluable in helping us improve our services, and we are determined to make this right by you. Thank you for bringing this to our attention.

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22491226
  
  I am rejecting this response because: every time they call me they say the same thing.  Nothing gets resolved.  I dont know how hard it is to not sell fake parking on your site and refund my money back since I had to pay again when I got there.  I am very frustrated with their service. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/11/2024

  Our website clearly states that redemption simply requires showing your reservation to the attendant. We've confirmed with the owner that they are honoring our reservations. Additionally, on the same day, five other reservations were accepted without issue.

• Initial Complaint

  Date:10/24/2024

  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 bought a monthly car wash subscription on 09/30/2024. After 10/06/2024 the carwash has been broken. I called the customer service they said they couldn't help me and will escalate the issue to higher up and will get back to me within ***** hour. After a week of no contact I called again and they said the same thing. I called again and no one picked up. I feel like they are waiting for my subscription to run out so they don't have to refund me while I cant use the car wash since its closed.

  Business Response

  Date: 10/29/2024

  We sincerely apologize for the inconvenience you've experienced with your car wash subscription. We understand your frustration and want to assure you that we value your patronage. As a gesture of our commitment to customer satisfaction, we have refunded 50% of your subscription fee. Please understand that we rely on our partners for maintenance, and we are actively working with them to resolve the issue promptly. Thank you for your patience and understanding.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22471740
  
  I am rejecting this response because: The carwash was not useable for more than 50% of the subscription time and the business attitude is bad toward customers.  I had to reach them through BBB and the resolution they provided is not in good faith.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 10/31/2024

  We understand your concerns regarding the usability of the car wash during your subscription period. We strive to ensure our services are available and meet our customers' expectations. It's important to us that we address any interruptions that may occur. We acknowledge that during the time in question, the car wash availability was below our standard. As a gesture of our commitment to customer satisfaction, we provided a 50% refund on your subscription for that month. Additionally, our records show that the car wash was utilized during this period. We sincerely apologize for any inconvenience this may have caused and appreciate your feedback, which is crucial in helping us improve our services. We are dedicated to resolving these issues and hope to regain your trust in our business.

• Initial Complaint

  Date:10/21/2024

  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.

  This company has a sneaky way to incur a monthly fee when you book a parking I have asked my bank to remove these charges, but they kept coming back !!!It's unbelievable they don't provide any option on their website to opt out of this ridiculous practice

  Business Response

  Date: 10/23/2024

  We understand your concerns about the monthly fee and apologize for any inconvenience caused. Please note that there is an opt-out option available at the time of check-out to prevent any unwanted charges. Additionally, we have confirmed that your subscription has been cancelled and a refund has been issued. We appreciate your patience and are here to ensure a smooth and transparent experience with our services.

• Initial Complaint

  Date:10/20/2024

  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 an airport parking through one of ********'s branch websites. It was less than a mile away from ************** and the time starts an hour before the flight. However, they changed the reservation without my agreement only 1 hour before my reservation starts. I was driving to the parking lot when they sent me an email (which they claimed an "upgrade") that changing the reservation to more than 6 miles away from the airport and there was no way I can noticed this one-way change until I get to the original parking lot. The original parking lot gave me a number to complaint, but the number did not work from my cell phone. In some way they blocked calls from cell phones. I had to use the original parking lot's landline phone, and wait on the queue for a long time. Finally I got to them and all they suggested was refund. They sold a parking spot that they don't have. I had to seek an alternative parking lot around the place to catch my flight, but all places I could find in a short time were booked. I had to run to the Seatac airport parking lot, which is much more expensive than the original reservation. After my trip is over, I sent them the parking ticket and requested paying for the amount. They replied when I reported this situation and promised that they will recover it, but they stop replying when I sent the ticket. I believe they do not want to take any responsibility at this moment. By the nature of the business, this business behaviors break fundamental trust between customers and the business. My Seatac airport parking ticket was $111.00, but I believe they should pay more for my additional lost time and this unacceptable breaking of the contract. They should pay at least 3 times more for the damage.

  Business Response

  Date: 10/23/2024

  Hello,

  We understand your frustration and sincerely apologize for the inconvenience caused by the change in your parking reservation. Due to unforeseen circumstances, we were asked by the lot to move our customers to a different location. We strived to find the best available option and offered what we believed was a suitable alternative. However, we respect your decision if the new location was not acceptable. In such cases, our policy allows us to offer a full refund of the amount paid to Way.com. We tried our best to accommodate your needs and regret that we could not provide a more satisfactory solution in this instance.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22447908
  
  I am rejecting this response because:

  Way.com lied first that they change it as a "free upgrade". However, it was unacceptable downgrade. Second lie is, the parking lot representative person said they notified way.com a night earlier, and way.com said it was u foreseen.

  They offer me much less quality product, which is from 1 mile away from the airport, to 6 miles away. By the nature of their product, it is severe downgrade and there is no way they can claim it as an upgrade. Furthermore, the notification was just 1 hour before the reservation. If I had no money or no available parking spot near the airport, the damage was unrecoverable.

  They offered the refund, but it was only 1/3 of my additional cost, not considering time lost right before an airtrip and mental damage.

  I  cannot accept their explanations nor simple refund as they damaged much more and lied.

  
  Sincerely,
  
  Jighan *****

  Business Response

  Date: 10/28/2024

  We understand your frustration and the inconvenience caused by the change in parking location. Please know that our policy allows us to refund only the amount paid to us. We strive to relocate our customers to the nearest available lot with comparable amenities. If an alternative parking option is declined, it is considered a refusal of the services we have arranged. We apologize for any miscommunication and the distress it may have caused you. Your feedback is valuable, and we will work to prevent such situations in the future.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22447908
  
  I am rejecting this response because:

  Refund or relocation of parking lot does not fairly even up what I lost.

  If a business exchanged their service much less than they promised in the contact and have no systemic mean to cover the difference, it is a fraud.

  I will seek for a legal solution.

  
  Sincerely,
  
  Jighan *****

• Initial Complaint

  Date:10/17/2024

  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.

  Airport parking / way not refunding my money. I am a airline employee standby passenger. No seats so can't go on a trip. i cant cancel the reservation before as shuttle has bad pee small and keep putting people from different hotels. Drive told us to put 4 year old on a lap took forever to reach airport. Return shuttle didn't came after 2 calls to hotel after 2 hours. Drive did on purpose as I didn't give him tip for drop off because of carrying kids on lap Stinky pee small give headache and nausea. not fare to change 8 days of parking fee.

  Business Response

  Date: 10/22/2024

  We sincerely apologize for the inconvenience you've experienced. Please understand that the shuttle service is provided by our partners, and we have limited control over their operations. However, we take your feedback seriously and will address it with the service provider. Regarding the parking fee, we encourage you to review our refund policy on our website as it outlines the conditions under which refunds can be issued. We value your patronage and are committed to improving your experience.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22436311
  
  I am rejecting this response because: Business not saying anything other than policies that they make to scam customers. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 10/25/2024

  We understand that providing proof of a flight cancellation can be challenging, especially for standby passengers. However, without verification from the airline, we are unable to issue a parking refund. This is because we reserve parking spaces for the duration of your booking, which prevents us from offering them to other customers. We appreciate your understanding in this matter.

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22436311
  
  I am rejecting this response because: Busines keep repeating same thing. car moved from the hotel parking lot with in couple of hours and those hours even caused by hotel shuttle. why you dont rent it again? is just a scam. charging for 8 days parking fee. shame on you guys.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/01/2024

  We understand your concerns regarding the parking charges and the shuttle service. As previously advised, the shuttle service is complimentary, provided by our vendors, and we sincerely apologize for any delays that may have occurred. We strive to ensure a smooth experience for all our customers. However, without proof of a flight cancellation from the airlines, we are unable to issue a refund for the parking fee. We value your feedback and will work to improve our services to prevent similar situations in the future. Thank you for bringing this to our attention.

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22436311
  
  I am rejecting this response because: i explained i am a airline employee and due to load factor due to Iran war, airline taking extra fuel and due to that Emirates cant take our luggage and we wont be able to board the plain without our luggage. Emirate give us the full refund. now i provided the proof . Refund my parking fee. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/05/2024

  We understand the inconvenience caused by the inability to take your luggage due to the increased load factor from additional fuel requirements. We appreciate your understanding in these exceptional circumstances and are glad to hear that you have received a full refund for your flight. Regarding the parking fee, we are currently looking into this matter. Rest assured, someone from our management team will be contacting you shortly to address your concern and discuss the details of your request. We are committed to providing a resolution and appreciate your patience in this matter.

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22436311
  
  I am rejecting this response because: i provided the proof, due to that they give me the refund for the tax amount for the flight i paid. business directly email and ask for proof. airline never give anything in writing, other than refund tax amount. is enough proof, if business like to refund and not give customer a hard time and back and forth. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/15/2024

  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 have been getting charged $1.95 for recurring fees since October 2023 and the minute I received an email stating I was subscribed to Way+. I reached out to the support via email since it's impossible to talk to a live person, they stated that I was not subscribed to way+, but then I noticed I have been getting charged for a year now. I would like a refund for something that I did not agreed to pay and I even verified that I was not as well.

  Business Response

  Date: 10/16/2024

  Hello ****,

   

  We understand your concerns regarding the charges you've encountered, and we are committed to resolving this issue promptly. Our team is currently reviewing your account details and previous communications to determine where the misunderstanding occurred. To assist us in this process, please forward any proof of the first emails you've exchanged with our support team. This information will be invaluable in ensuring a full refund is processed for the unintended subscription. Additionally, we would like to remind you that during checkout, there is an option to opt out of the Way+ subscription, which can prevent any unwanted future charges. We appreciate your cooperation and patience as we work to rectify this matter for you.