Business Profile

Ecommerce

Way.com

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB’s business profile for Way.com was created in May 2016. A review of complaints was completed in July 2024. Complaints on file state concerns with their reservation, shuttle services, and Way.com's subscription option.

Consumers are encouraged to review the following:
Frequently Asked Questions (FAQ)
Terms and Conditions for Shuttle Policy and Refund & Cancellation Policy.
Refunds & Cancellation Policy for Parking Pass and Other Parking Services.
For additional support, please visit Contact Us.

Complaints

This profile includes complaints for Way.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

452 total complaints in the last 3 years.
105 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/25/2024
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.
Date July 19, 2024 ***************** has a posting about Way App for purchasing car wash. Discount code WAY50 for 50% off also advertised. I had tried this app before months ago but it dis not work at a different car wash which I assumed was a one off. It also advertised WAY50 which was not working so I didnt buy, just used the machine.I made a new account, purchased the car wash, put in the discount code. And the discount code would not work. False advertisement is the first issue. I ended up just paying the full $8 for the car wash which was still $1 off. Followed the instructions: when the car wash is empty, scan the ** code using the app to start the wash. I attempted this 5 - 10 times, but someone was behind in line. The error said to check I was scanning a proper ** code. I ended up buying the car wash a second time using the physical machine. I contacted way immediately with my issue to get the amount refunded. They informed me it would have to be investigated. A week or so later they have emailed to give me Way Bucks for the issue. I will not be using this app because it has come across as negligent or scammy the 2 separate times Ive tried it. I requested refund to my card, they then suggested I was lying and told me the car wash is fine so thats that. I have screenshots showing the error code. In what actual world would I buy a car wash in the app then buy it again on the machine if the app was working? I just want them to refund me the cash so I can never look back.
Business Response
Date: 07/25/2024
********,
We sincerely apologize for the inconvenience you have experienced with our service. It is never our intention to make our customers feel neglected or to convey the impression of false advertising. We understand the frustration that comes with technical issues and the expectation of a straightforward service. After reviewing your case, we processed a full refund on July 23, 2024, to your card for the amount charged for the car wash. Please allow a few business days for the transaction to reflect on your statement. We appreciate you bringing this matter to our attention, and we are taking steps to ensure that the discount codes and app functionality are thoroughly checked to prevent such occurrences in the future. Your feedback is invaluable to us, and we are committed to improving our services to enhance the customer experience. Thank you for your patience and understanding.
Initial Complaint
Date:07/23/2024
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.
This is a place to leave your car for the airport. I got there and it was complete chaos with multiple people having to leave their cars on the side of the road to catch their flights.It was not organized at all, and we were all afraid when we left that we would never see our cars again.My car was there when I got there, but it was completely covered in dirt from their parking lot and so I didnt notice until I got home that they had hit my car. I have emailed several times and each time they tell me that theyre not responsible for damage (EVEN THOUGH THEY CAUSED IT).I have pictures if needed
Business Response
Date: 07/24/2024
Hello *****,
We sincerely apologize for the inconvenience and distress caused during your experience with our partners parking service. The situation you've described is not up to our standards of customer care and organization. We understand your concerns regarding the condition of your car upon return, and we take such feedback seriously. Rest assured, we will reach out to our partner to investigate this issue thoroughly. We appreciate you providing pictures and we will be in contact with you to resolve this matter as promptly and efficiently as possible.
Customer Answer
Date: 07/24/2024

Complaint: 22029437

I am rejecting this response because:
I will reject this until it is properly investigated and FIXED!

Sincerely,

*************************
Business Response
Date: 07/29/2024
*****,
We understand your frustration, we are getting in contact with the lot manager to investigate the issue. We will be reaching out to you as soon as we have an update and solution to this issue. We appreciate your patients.
Customer Answer
Date: 07/29/2024

Complaint: 22029437

I am rejecting this response because:
Nothing has been done yet. Still waiting
Sincerely,

*************************
Business Response
Date: 08/07/2024
Hello *****,
We have reached out to the lot manager and have no update for you at the moment. I will continue to reach out to the lot manager to get this issue resolved for you. I appreciate your patience while we resolve this issue for you.
Customer Answer
Date: 08/07/2024

Complaint: 22029437

I am rejecting this response because:

This company is literally not doing anything. Ive gotten at least 15 responses indicating that they havent even properly read my emails saying that they cant cancel my reservation. I dont need my reservation canceled. They damage my car. And then we go back-and-forth for days with them saying oh let me see what we can do, and then they come back and say theres nothing we can do theyre not taking responsibility for it. Im sick of going back-and-forth with them. Please file this complaint against them so it stops them from doing this to somebody else.

Sincerely,

*************************
Business Response
Date: 08/09/2024
Hello *****,

We're currently in touch with the parking lot manager regarding your situation. It's acknowledged that conditions were hectic at the time you parked, which is sometimes the case in their line of work. Since the reservation was utilized, we're unable to issue a refund. However, if you could forward us the repair estimate, we'll pass it along to the manager for consideration. They will then assess the evidence to determine liability for the damages. Kindly send us the damage estimate at your earliest convenience.
Customer Answer
Date: 08/10/2024

Complaint: 22029437

I am rejecting this response because:

and where should I send this repair quote to? The people that I have been dealing with on email are incompetent and we go back-and-forth and they dont know what Im talking about each time.

Sincerely,

*************************
Business Response
Date: 08/15/2024
*****,

You can send it here. I will make sure the correct person receives it.
Initial Complaint
Date:07/22/2024
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 booked a parking reservation for ***'s best kept secret for 6AM on Sat. July 13th. I arrived early at 545AM and the address was a ************* parking lot. I called the number way.com instructed me. A man said wait as I am coming to pick you up. I calmly wait. After 15 minutes, I called again and the man yelled at me to keep waiting as I was getting nervous. Finally, nearly waiting an hour, a red pickup truck comes and a man steps out and yells at me saying I parked in the wrong spot and I should move it. After I move it, I get into his truck and said can I put my luggage inside the truck as it's raining. He said no. So I throw it on the flatbed reluctantly. He told me to fill out a form with my address and car information. I said I filled it online and I need to get to the airport. He said fill it out. I did and said please let's go to the airport. He slowly drives there on purpose. After getting to the airport, I was too late to get my boarding pass and the security line was too long.I guess it's no surprise I missed my flight. Will never use them again. I paid $58.34 and want my money back
Business Response
Date: 07/23/2024
Hello ****,

We sincerely apologize for the inconvenience and distress that you experienced with our parking service. We understand how critical it is to have a reliable and efficient service, especially when it comes to catching a flight. Your feedback is invaluable to us, and we are taking immediate steps to investigate the situation, including the timing of the vehicle pickup, to ensure that this is an isolated incident and to prevent such occurrences in the future. Please rest assured that we are committed to providing the highest level of service and will reach out to you directly once our investigation is complete to discuss the outcome and the possibility of a refund. We value your business and would like to have the opportunity to restore your confidence in our services. Thank you for bringing this matter to our attention.
Customer Answer
Date: 07/23/2024
Better Business Bureau:

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

Sincerely,

***************
Initial Complaint
Date:07/22/2024
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.
I paid $143.33 with Way.com for airport parking starting on 7/8/24 - 7/20/24. On our way to the airport we followed the instructions and drove to the address provided. When we arrived we called the number provided (as instructed). The man who answered told us to pull into a ************* parking lot. He met us there and told us that our car would be moved to one of their "many" lots in the area. He refused to give me the address for any of theses lots. I had to sign a waiver that stated that the company was allowed to street park my car.The parking that I booked on Way.com stated that my car would be parked in a guarded lot. It also stated that there would be an airport shuttle every 30 minutes. What we ended up walking into was not what was described. The service didn't actually have any guarded lots. Their "shuttle" was a man driving his personal vehicle while texting and weaving in and out of traffic. it did not run every 30 minutes, instead we were told to take an Uber upon our return.When we picked up our car it was clearly parked on the street. We were brought to the business's "office" which operated out of a weed store under a completely different company name. The company we parked with was not the one that was actually holding our vehicle. We were told we were parking with "Queens Discount Parking *******************" but we actually parked with "Best Kept Secret Airport Parking." This second company has horrible reviews and is most definitely not legal. I've tried to reach out to Way.com numerous times for help and they refuse to address this issue. I would never have left my car with this service except for the fact that I needed to catch my flight and there were no other options nearby with a vacancy. This business is a fraud. I paid money for someone to park my car on the street. I never received the lot of guarded protection I was promised. I would like a refund.
Business Response
Date: 07/23/2024
Hello ********,
We understand your concerns regarding the parking service you experienced. We strive to ensure that all our partners provide a service that matches the descriptions provided on our platform. It appears there was a significant discrepancy between the service promised and the service delivered, particularly regarding the secure lot and shuttle service. We take such matters seriously and will investigate this issue with the parking provider to prevent future occurrences. However, as the parking service was utilized, we are unable to offer a refund. We value your feedback and it will contribute to improving our services.
Customer Answer
Date: 07/23/2024

Complaint: 22023428

I am rejecting this response because:

The business did not provide the service described. I was told my car would be supervised while I was in a guarded lot while I was away. Instead it was parked on a public street. I would also told their would be a shuttle every 30-minutes which was also not the case.

Sincerely,

***************************
Business Response
Date: 07/25/2024
********,

Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you may have experienced. We are actively looking into the shuttle service frequency to ensure it aligns with our promised schedule. Our description does specify that customers should meet their valet driver at the designated drop-off location and call the provided number for the shuttle service. Regarding the parking of your vehicle, it was indeed parked in our secured lot as per our service agreement. However, it was moved to the street temporarily at the time of pick-up for easier access and to prevent any delays in returning your vehicle. We appreciate your feedback as it helps us improve our services, and we are committed to ensuring a better experience for you in the future.
Customer Answer
Date: 07/29/2024

Complaint: 22023428

I am rejecting this response because:
The information provided by the business was not accurate.

Business Response
Date: 08/07/2024
Hello ********,
We appreciate you contacting us and sincerely regret any inconvenience you've experienced. As per our policy, we're unable to issue a refund for the reservation since the service was utilized. We'd like to explain that your vehicle was positioned on the street to ensure immediate availability upon your arrival. Furthermore, the location does encourage our customers to confirm their shuttle service in advance, as indicated, by calling the provided number. We value your comprehension and are grateful for your cooperation.
Customer Answer
Date: 08/07/2024

Complaint: 22023428

I am rejecting this response because:

-I did call the shuttle number in advance to arrange transport as instructed.

-My car was parked on the street. This was not what I signed up for. Having a car parked on the street 2 blocks away is not a "guarded lot" or "valet service." In addition, we never told the business what car we were coming to collect-- So to say that the car was waiting on the street for a speedy pickup is incorrect. They had no way of knowing, nor did they ask, which vehicle we needed. Finally, the person who drove the "shuttle" was also the cashier and the valet-- Again meaning that the car was parked on the street (unattended) while he operated the shuttle.
Business Response
Date: 08/09/2024
Hello ********,

It seems there was a misunderstanding regarding the parking services provided. While the lot does keep track of daily arrivals and vehicles are initially secured in a gated lot, the waiver you signed did indicate that street parking would be utilized upon your arrival. It's important for such services to clearly communicate their processes to customers to avoid confusion and ensure that the terms of service are understood and agreed upon by all parties involved.
Customer Answer
Date: 08/12/2024

Complaint: 22023428

I am rejecting this response because:

As stated in my previous response, the vehicle was never put into a gated lot. The vehicle was on the street-- We know this because when we collected the vehicle it was parked multiple blocks away without any security. We did not alert the business that we were coming to collect this specific car, so there is no way they could have had it "ready" for us to pickup on the street.
This business is a scam.
Initial Complaint
Date:07/16/2024
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.
In reviewing my credit card statement recently I noticed that way.com charged me $1.95 on 1-15-24 (reference number: 244 921 640 150 000 300 961 60) that I did not authorize.
Business Response
Date: 07/17/2024
Hello ****,

This transaction was refunded on Feb. 15,2024
Initial Complaint
Date:07/16/2024
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.
In reviewing my recent credit card statements, I noticed that I was double-charged by way.com for parking at the ************************************* parking from 12-31-23 to 1-13-24. I believe the double booking occurred because when I did not receive a confirmation upon the initial booking, I went back online to resubmit my booking request. Since I parked only one car at the ************************************* property for the dates in question, I am requested a refund of $274.83 for the duplicate charge that was made in error. I contacted Way.com but they denied my refund request.
Business Response
Date: 07/17/2024
Hello ****,

We regret any inconvenience caused. It is unclear why the issue was not reported sooner, considering the reservation dates back to December 2023. Nevertheless, we have issued a courtesy refund to your original payment method. Please note that the reservation was made over six months ago.
Initial Complaint
Date:07/13/2024
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.
*** refuses to refund me the amount I had to pay due to their fault after putting me in a very stressful situation:I had booked a parking place using the WAY app for 16 days (Jun 7-23) in at *********** ***************************. I was going to travel the other day in the morning. The booking for that period was $121.96, and I paid WAY $41.54 upfront to secure my reservation.When I arrived at the place on Jun 7 in the evening, the Parking told me they were no longer accepting WAY bookings, that WAY was already knew it, and that they could not accept me in. Imagine the situation: It was already evening, I was left in the parking with my family, with all other parking places already full and with flight the other day in the morning. All of that happening because of a mistake made by WAY! It already looks bad, right? Wait until the rest of the story.I called WAY, spoke to a representative, and after waiting a very long time in the call (remember, it was already *********** was with my family) the person told me I could find another place to park my car, keep the receipt and WAY would refund me the amount I had to pay in that another place. Trusting on WAY have told be on the phone, I parked my car at the airport, the only place still available at that time. What was my surprise when I came back from vacation and sent them receipt, when *** told me they WOULD NOT refund the alternative parking ticket (as they told me via phone), but ONLY that booking fee of $41.54!? This is one more the most unethical actions I have ever seen a company do in my life: - It was WAY's fault that I could not park where I originally booked to begin with. - My booking was for 16 days! Of course I would've paid more than $41.54 anywhere. - WAY didn't inform on the phone on June 7 I would be refund only the booking fee of $41.54, otherwise I wouldn't have accepted it.The bare minimum WAY has to do is pay the parking amount for 16 days I had to pay due to their mistake!
Business Response
Date: 07/17/2024
Dear *******,

We sincerely apologize for any inconvenience caused. Please be assured that a full refund has been issued for your parking reservation with Way.com. However, we regret to inform you that we are unable to process a refund for the fees paid at an alternative location, as our refund policy only covers transactions made directly through our service. We appreciate your understanding in this matter.

Best regards,
The Way.com Team
Customer Answer
Date: 07/17/2024

Complaint: 21985523
I reject the business response.
By looking at the response provided by Way it is clear that they did not even read my complaint. The WAY representative told me via phone call on June 7 that WAY would refund the price I would pay in an alternative parking I could find. The representative did not mention they would refund only the upfront reservation fee I has pre-paid WAY.
I request access to the phone call record on June 7 with WAY representative.
I will see this issue with attorney and seek my legal rights and see possibility of suing the company.

Sincerely,

*************************
Business Response
Date: 07/19/2024
*******,
Thank you for bringing your concern to our attention. Upon reviewing your complaint and the corresponding call recording, it appears there was a misunderstanding regarding the parking lot's acceptance of your reservation. Initially, it was communicated that the lot did not have an agreement with us; however, our representative discovered the lot was at full capacity. Our representative then offered to relocate your reservation to a nearby facility or process a refund as per your preference. You opted to be transferred to the *************, which our agent promptly arranged. During the final confirmation, you decided to request a refund instead. To proceed with the refund for your original reservation, we kindly ask that you provide an alternate parking receipt to verify that you secured parking elsewhere. Once we receive this, we will expedite the processing of your refund. Which has been processed.
Customer Answer
Date: 07/22/2024

Complaint: 21985523

"To proceed with the refund for your original reservation, we kindly ask that you provide an alternate parking receipt to verify that you secured parking elsewhere. Once we receive this, we will expedite the processing of your refund. Which has been processed. "

=> My response:
Please, find attached to this email the alternate parking receipt so you can verify that I secured the parking elsewhere.
Once you received this, can you confirm the receipt and expedite the refund?
Thanks,
*******

Sincerely,

*************************
Business Response
Date: 07/30/2024
Hello *******,
I looked into the refund, and it looks like the refund was processed on June 27, 2024. I have included the refund receipt.
Customer Answer
Date: 07/31/2024

Complaint: 21985523

I am rejecting this response because:
The provided receipt does not correspond to the *alternative parking* fee I had to park my car. Paraphrasing what you said:
"To proceed with the refund for your original reservation, we kindly ask that you provide an ALTERNATE PARKING RECEIPT to verify that you secured parking elsewhere. Once we receive this, we will expedite the processing of your refund. Which has been processed. "
I had to park at the airport. The alternate parking receipt is the one I attached to this message and the value is of 400 dollars (see receipt_parking_miami_airport.pdf.pdf). How can the alternate parking receipt be of only 40 dollars for more than 16 days? How is this fair for me to be refunded only 40 bucks for a booking that was originally much more than that. That is unreal and extremely unfair. I am sending attached to this message again the alternate parking receipt. Please, do as as you told above and "once you receive this", "expedite the process of refund", not the 40 dollars which was only the upfront reservation fee.

Sincerely,

*************************
Business Response
Date: 08/02/2024
*******,

The request for an alternate parking receipt is a standard procedure to verify that you have parked at a different location. Please understand that our refund policy allows us to reimburse only the charges paid directly to us for services that were not utilized. As previously mentioned, we are unable to issue a refund for fees incurred at an alternative parking facility. We have completed the refund process for the amount paid to our service. Additionally, we have communicated with the parking location in question, which has an agreement with Way.com.
Initial Complaint
Date:07/13/2024
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.
07/13/2024 this is not about the money this is about accountibility! Or honest mistake or computer error. Same day I call them to let them no about dates were wrong on my reservation,I ask for july 14 to july 18. The computer error was. 1 day parking which was the 13th til the 14th. Ask for someone to help me and operator that really couldn't understand at all brush me as I was highly upset and said things I'm not use to saying. I think this I learn a great deal when business have you go online that put them in position to not Be apart of the problem! Now noting was accomplished and monies gone! His words no refund get another reservation!
Business Response
Date: 07/17/2024
Dear ********,

We sincerely apologize for the inconvenience caused by the reservation error and the frustration it has led to. We understand that this situation was not about the money but about accountability and trust in our service. Please be assured that we have addressed the computer error and have issued a full refund. We are also reviewing our customer service training to ensure our operators can better assist and understand our customers' needs. Your feedback is invaluable to us, and we are committed to improving our services to prevent such issues from occurring in the future.
Initial Complaint
Date:07/10/2024
Type:Customer Service 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 session of a local parking garage on Way.com for 8 dollars. When I tried to leave the garage, I used the bar code way.com sent to me, but it didn't work. I pressed the call button and the garage manager told me that they don't accept Way.com orders anymore, which I didn't know. Since there were cars lining up behind me, I had to pay 22 dollars to exit the garage. After this, I tried to ask Way.com to reimburse the 22 dollars I paid because this was solely due to their mistake: the service I paid for did not work. They refused to reimburse 22 dollars and only wanted to refunded me 8 dollars. This is very unfair and I would like BBB to help me with this.
Business Response
Date: 07/15/2024
Thank you for bringing this to our attention. We sincerely apologize for the discomfort and inconvenience you experienced. We are committed to ensuring a safe and respectful environment for all our customers, and we regret that we did not meet this standard in your case. Unfortunately we only have an option to initiate a refund for the amount you got charged from our end. We value your feedback and would like to offer Way Bucks credits worth $8 which you can use for further bookings.
Customer Answer
Date: 07/15/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (a compensation of 8 dollars Way Bucks credit to my account under *********************** is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:07/07/2024
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.
On June 1, 2024, I purchase a parking spot at a garage in ********* through the Way App. It was for a one-time parking spot and at the time of purchase, there were no notifications of a free trial to their Way + subscription, an auto-renewal to such subscription after the first month, and no approval sought to have my credit card information saved on my account (I never even created an account). One month later, I get an email in my spam about my Way+ subscription being auto renewed unless I cancel my subscription. I had no way of even logging onto my account, since I never created one. I was eventually able to log on after creating a new password and when I tried to remove my credit card information that was somehow saved on my account, an error message kept coming up saying that it could not be removed. I was able to find the auto-renewal option and turn it off and delete my account but still was not able to remove my credit card information. I would like their process of 1) signing people (who are just seeking to purchase a one-time parking spot like me) up for their App and Way+ subscription without proper, conspicuous notice and 2) saving their credit card information without their knowledge and consent (without allowing it to be deleted) reviewed to ensure such process is in compliance with all applicable laws.
Business Response
Date: 07/11/2024
Hello ******,
We understand your concerns regarding the Way+ subscription and the handling of your credit card information. Our policy ensures that customers are informed about subscription terms and the storage of payment details. We apologize for any inconvenience caused and are reviewing our processes to prevent such issues. Please contact our customer service at ************* for assistance with removing your credit card information and any other concerns you may have. We are committed to compliance with all applicable laws and to providing a transparent and customer-friendly experience. Thank you for bringing this to our attention.

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