Complaints

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

close

Find a Location

Way.com has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Way.com

  Fremont, CA 94538-6544

• 

  Global Airport Parking, Inc.

  1440 Coral Ridge Dr # 430 Coral Springs, FL 33071

• 

  Motel 6 BDL Windsor Locks Airport Parking

  3 National Dr Windsor Locks, CT 06096

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:07/05/2024

  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 July 5th, around 1400 local time, I booked parking through way.com The parking was supposed to have free cancellation, as advertised on their website.It was supposed to be at 1430 that day until July 19th at 1630. It said the price was $6.95 a day, but didn't send me a receipt except for a "free membership".I had to download an app to get a receipt. Upon downloading the app I discovered I was not getting the price advertised and that I only had the option to cancel and receive an undisclosed number of "Way Bucks". Instead I tried calling, but by the time I got through, I was on hold past the check in time. They said since it was past checkin they couldn't refund me. I did not park with them and insisted I needed it cancelled and that they should refund the $275, since it was much more than the advertised price. They were supposed to call me back, but I have not yet received a call.

  Business Response

  Date: 07/10/2024

  Hello ***,

  We sincerely apologize for the confusion and inconvenience you have experienced with your parking reservation through Way.com. We understand that discrepancies in pricing and the challenges faced in obtaining a refund can be frustrating.
  
  Upon reviewing your booking details, it appears there was a misunderstanding regarding the rates advertised. Our manager attempted to contact you to clarify the situation but unfortunately could not reach you. Please note that the rates for the location you booked have never been as low as $6.95 per day. The correct rates for the dates of your reservation were as follows: July 5th-8th at $20 per day, July 9th-16th at $13.95 per day, and July 17th-19th at $9.95 per day.
  
  We regret any miscommunication regarding the cancellation policy and the issuance of Way Bucks instead of a direct refund. We are committed to ensuring our customers' satisfaction and would like to resolve this matter to your contentment. Our customer service team will reach out to you shortly to discuss a suitable resolution. In the meantime, if you have any further questions or concerns, please do not hesitate to contact us directly.
  

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21946874
  
  I am rejecting this response because:

  The solution here is clear - the business can issue a refund. I appreciate the fact that they are trying to reach me; but I already reached out to customer service and tried to resolve the issue. When they said they could contact me later, I informed them that I was leaving for international travel for two weeks and would have very little access to phones. I followed their processes - attempting to cancel via the website (advertised as free cancellation) and was only given an option for "way bucks" - then when I reached customer service, after a long wait, it was after "check in time" and they wouldn't cancel. I made the call well before check in time and never utilized the service. 

  Again, I appreciate that customer service would like to follow up, but the resolution here is to simply follow through on the customer commitment and return the money. At no point in my transaction was a rare other than $6.95 shown - despite what is said in the response. And at no point was a total rate or receipt made available to me - when I "paid" it appeared as if all I did was make a reservation and sign up for a $0 (free) membership for the first month.

  I am also concerned that this business has not cancelled this "membership" and will continue to charge me in the future. I emailed and requested that they cancel any membership, but didn't see a reliable way to confirm.

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

  Business Response

  Date: 07/17/2024

  We are awaiting confirmation from the lot manager regarding the status of your reservation. Upon reviewing our call logs, we could not locate your number. Could you please provide the phone number you used to contact us, to assist us in verifying our records? Alternatively, a screenshot of your call or message would be helpful.

  Customer Answer

  Date: 07/20/2024

   
  Complaint: 21946874
  
  I am rejecting this response because:

  My phone number is ************.

  I called on July 5th (as indicated in previous communications). You requested a screenshot of the call or message... but I'm not sure what this request means - I don't have a screenshot of audio. Are you looking for proof that I made the call? The number I dialed was ************
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/01/2024

  ***,

  I hope this message finds you well. Unfortunately, we are currently unable to confirm the usage of your reservation. To assist you further, we kindly request the phone number used to make the call to our support team. This will enable us to retrieve the relevant call log and expedite the resolution process.
  
  We understand the importance of clear communication and have attached the screenshots previously sent to reiterate the pricing as listed on our website at the time of your booking. Transparency is key to our service, and we want to ensure that all information is conveyed accurately.
  
  Please be assured that we are committed to following our standard procedure for refunds. The prompt provision of the requested information will greatly assist us in reviewing the call you made to us and determining the appropriate next steps.
  
  We appreciate your cooperation and look forward to resolving this matter to your satisfaction.
  
  

  Business Response

  Date: 08/01/2024

  ***,

  I hope this message finds you well. Unfortunately, we are currently unable to confirm the usage of your reservation. To assist you further, we kindly request the phone number used to make the call to our support team. This will enable us to retrieve the relevant call log and expedite the resolution process.
  
  We understand the importance of clear communication and have attached the screenshots previously sent to reiterate the pricing as listed on our website at the time of your booking. Transparency is key to our service, and we want to ensure that all information is conveyed accurately.
  
  Please be assured that we are committed to following our standard procedure for refunds. The prompt provision of the requested information will greatly assist us in reviewing the call you made to us and determining the appropriate next steps.
  
  We appreciate your cooperation and look forward to resolving this matter to your satisfaction.
  
  

• Initial Complaint

  Date:07/03/2024

  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.

  We purchased discounted parking through way.com (under their other name cheapestairportparking) at ************ parking lot for a trip to ****** that lasted two weeks. We purchased it for $141 when we went to leave there was no ** code to enter at the kiosk which was unmanned after spending almost an hour, backing up out of the line for others, to pass me being on the line with way.com as well as the kiosk button verbal attendant. They actually spoke together by me, holding my phone up to the kiosk. The representative for way.com said it was a glitch on their end that the ** did not appear on our email, and that our money would be reimbursed if I would put my credit card in and pay the $195 that I was now being charged full price for . I told him to take down the information and also tell them it took me almost an hour to get out of the lot and when I got all these emails they only reimbursed us for the $141 that we originally booked, for they just canceled our order and offered nothing else, we couldve easily spent just the 210 to park at the airport. We were trying to save money for our trip so we could do things on our trip. It was a mile from the airport and we had to use the transit system and spend $15 more to get to the parking lot , we would like reimbursement for the difference between 141 that we expected to pay and 195 that we had to pay. Thank you just that this business upholds their end as advertised. The tracking code from way.com instead of an i it may be a 1.

  Business Response

  Date: 07/10/2024

  Hello Joy,

  We sincerely apologize for the inconvenience you experienced with your parking reservation. We understand that the absence of the ** code caused significant delays and confusion, and we regret the frustration this has caused. It is clear that this situation fell short of the high standards we strive to maintain for our customers.
  
  We appreciate your feedback and have taken note of the tracking code discrepancy you mentioned. Our team is actively working to ensure such glitches are rectified promptly in the future. As a gesture of our commitment to customer satisfaction, we are providing a $54 credit towards your future reservations with us. While we are unable to offer a cash refund for the additional amount paid, we hope this credit will serve as a token of our goodwill and assist you in your future travel plans.
  
  Thank you for bringing this matter to our attention. We value your business and are dedicated to making things right. Should you have any further concerns or need assistance with your credit, please do not hesitate to contact us.
  
  

• Initial Complaint

  Date:07/02/2024

  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.

  Booked and prepaid $25 parking in nyc garage on Way.com website. When i went to the garage they said the reservation was not valid because i came in too late and made me pay again. My reservation was from 9am to 5pm that day and i came in at 10:12am I reached out to Way as there was nothing indicated about me getting to garage before a certain time and they said they will look into it but never got back to me. Reached out a few times asking for a $25 refund, provided receipt of the fee paid for reservation as well as receipt from garage showing that i paid garage directly but still no response. Seems like a scam practice. Plus i found out that they somehow automatically signed me up for a membership which i did not select. Very questionable business practice which leads me to believe this is scam.

  Business Response

  Date: 07/10/2024

  Hello ****,

   

  We apologize for any inconvenience caused. It appears that you have raised a dispute regarding the charges. We kindly request that you retract the dispute with your bank or credit card provider. Upon confirmation that the dispute has been retracted, we will promptly process your refund. Additionally, for a smoother resolution, please provide a letter from your bank confirming the withdrawal of the dispute. Thank you for your cooperation.

• Initial Complaint

  Date:06/29/2024

  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.

  Been using way.com for years, recently they got very sneaky and shady about some type of $1.50 subscription.After choosing to book a parking and get to checkout page, I noticed that a box that was auto-checked about signing up a subscription. I unchecked it, and was a bit annoyed.I proceeded to add my credit card to pay, after card-add page, I was taken back to the checkout page, THE CHECKBOX WAS CHECKED AGAIN! I unchecked AGAIN and swiped/clicked pay button, a page showed up asking my email and phone number.Provided email and phone number on the page, then was taken back to checkout page again and BOOM, THE **** CHECKBOX FOR THE SUBSCRIPTION WAS CHECKED AGAIN.Had to uncheck again and was finally able to pay. Essentially way.com tried to sneakily sign me up for their service that I DID NOT ASK FOR, THREE TIMES! This has got to be close to scamming and something that can result in fines right?Would love to have an answer from way.com about why this is setup the way it is. Is it the money?

  Business Response

  Date: 07/03/2024

  Please accept our sincerest apologies for any inconvenience caused by the auto-subscription feature. We assure you that it was not our intention to enroll you in any service without your clear consent. It appears there may have been a technical issue with our application or website. Rest assured; this matter has been escalated to our IT department for investigation. If you have any further questions or need additional assistance, please feel free to contact our support team at ****************

• Initial Complaint

  Date:06/27/2024

  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.

  In summary, I was charged twice by the same company for the same service. One charge was in the name of Way.com and one in the name of Global Parking (both the same company according to BBB records). The company only had to pay one parking lot owner, because my car was only in one lot during the term of service. So the company has improperly received $52.40 for which it incurred no expense and provided no service.On April 6, I was prepared to purchase a spot in a parking lot in **********($52.80) and had the spot in my cart and was reviewing the terms before hitting the "buy" button. During my review, I found that the shuttle for that lot did not begin service until 7 am, after the time we needed to leave for the airport. I quickly found another lot that had shuttle service beginning at 6.a.m. in ************ ($35.85) I was unable to find the open browser tab for the Alexandria lot but checked my email and had not received a receipt. I then made the $36.85 purchase and got a receipt.It is obviously difficult to prove you never received an email that a company says it sent as Way.com did in its response to my credit card company. However, in this case I can prove without a doubt that I had a purchase in the Way.com system on which I never acted. I received two emails on behalf of the company asking me to complete my purchase that was in the cart after the charge was made. It is unthinkable that a company would charge a customer for an item that was put in the "cart" before the "buy" was hit. What is unconscionable is that Way.com employees changed the details of the transaction in the response to my dispute. They responded to my credit card company using the details of the transaction that I did approve to bolster their claim that I made the disputed transaction. I would ask BBB to have Way.com dba Global Parking submit the details of both the $52.40 and $36.85 transactions so I can prove I was charged twice for the same service.

  Business Response

  Date: 06/27/2024

  ********,

   

  Upon examining the reservation details, it has come to our attention that there is an ongoing dispute regarding the charge from Way.com. We kindly request that you withdraw the dispute so we may proceed with issuing your refund. Currently, the dispute status is preventing us from processing the refund, as it triggers a company-wide block on the transaction.

• Initial Complaint

  Date:06/26/2024

  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 spot but realized that it was the wrong location. The website said that there is a free refund before the scheduled date, and this was almost 15 minutes after I booked the spot which is almost a week before my trip. **** then refunded me, but in "Way bucks", but I wanted a refund in my account.

  Business Response

  Date: 06/27/2024

  Hello ****,

   

  I went ahead and refunded your credit back to your original payment method. You should be able to see that within 5-7 business days.

  Customer Answer

  Date: 06/27/2024

  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:06/25/2024

  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.

  I was supposed to park my car for 5 days from June 13 to June 18 In this parking lot, they offer shuttle service on time, we got to the parking lot on June 13 2024 took the shuttle and this person did not put a GPS to terminal 4, pass near the terminal mltiple times and had us in this van for 38 minutes making us missed our flight, we went to get my car not even an hour later and it was hit in the bumper, I ask for my refund since I was not using the parking lot because it was there fault I missed my flight they failed to provide the service they offer and they say to call this phone number ************, I called them and they say they will respond, when they responded their reply was no refund because you were supposed to cancel before check in, they were responsible for me missing my flight and I did not use the services, the parking lot I ask for my money the same day, I called and they just hang up the phone.

  Business Response

  Date: 06/26/2024

  ********,

   

  We're committed to delivering an exceptional experience to all our customers. If you have any feedback or need assistance with an issue, please feel free to reach
  out to a supervisor at *************. We are determined to resolving this issue with you as soon as possible. 

• Initial Complaint

  Date:06/24/2024

  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 sent the below email to Way.com and have not received an adequate response from the business:I am writing to request a refund for our parking through way for this specific location (***********). While the reviews were decent, our experience was not good at all, which led to us not even parking at this site. Upon arrival, due to the tight constraints of the parking lot, we were told to leave our car on the side of the road and they would move it, unacceptable. Since we were a party of 7, the shuttle driver also advised us that he would not be able to shuttle us to the airport, that we would have to shuttle ourselves, then come back and park the car, then he would take the driver back. This is wholly unacceptable as one of the reasons we chose this lot was to be shuttled. What is the point in taking ourselves to the airport, then coming back to park the car. When we told him we didn't agree with that idea in a very polite manner, he became very hostile with us. It was at this point that we decided to move on and not park at this location. It turned out to be a bigger hassle than a convenience for us. We've used Way.com parking before and have had great success, this was not the same experience. Since we did not use this lot at all, please process a refund. The first response I received form the company was that we had to cancel before our check in time, which is ridiculous. The issue that I have is how I am supposed to cancel beforehand if the issue/problem is with the parking site at the time of check in? Yes, the problem was with the facility. If I had known before, I would certainly not have selected this site and not used way.com parking at all. We paid for a service that was described on your site, and upon arriving at said site, the service was not what was advertised at all. I have tried to reach out several times, more emails and using the app to resolve this, but no one i reaching back out to me.

  Business Response

  Date: 06/25/2024

  Hello,

   

  We sincerely regret the inconvenience you have encountered. As a service intermediary, we depend on our partners to deliver the shuttle services as advertised on our platform. We apologize for any confusion or inconvenience this situation may have caused. Our website outlines the redemption steps, which include contacting the parking lot and coordinating with your valet driver for vehicle pick-up/drop-off at the specified location, as shown in the attached screenshot. The service for parking was provided, hence the decision to deny the refund. A refund would be issued if the service had been denied. It is important to note that we compensate the parking lots upon reservation, and reaching out post check-in means the space was reserved and unavailable to other customers. We value your patronage and seek your understanding in this matter.

• Initial Complaint

  Date:06/23/2024

  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.

  Reservation GAP45990136 I was allowed to book parking on this vendor's website for 9am on 6/19/24, for 6/20/24. I arrived to the location. I entered the hotel to inquire as to where to park my vehicle. The hotel employee advised that the shuttle would not make airport runs until 10:30am. I had to race to find another lot, making me even later for my flight. I emailed customer service for a full refund of $35.80. The email correspondence indicated that they would not refund my money. Please see the attached email correspondence.

  Business Response

  Date: 06/25/2024

  Hello Staceye,

  We sincerely regret the difficulties you've encountered. As a service intermediary, our role is to connect you with partners who provide shuttle services as advertised on our platform. We understand the frustration that any discrepancy may cause and offer our deepest apologies for any inconvenience. Enclosed is a screenshot confirming the shuttle availability from 6 am to 10 pm at 30-minute intervals, which has been corroborated with the lot manager. However, we must inform you that a refund cannot be processed in this instance as the parking reservation, which constitutes the service rendered, was honored.

• Initial Complaint

  Date:06/23/2024

  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.

  I purchased a nice of parking (2 days) planning for overnight parking in a gated, safe lot. I showed up and was leaving my car with luggage to go to our hotel and the attendant informed me the gates are not closed at night and there is no attendant at night. It is also NOT covered as they keep insisting . I was THERE.. it is fully outdoors . I had to leave and pay valet at the hotel for a $72 a day change instead , despots trying to plan ahead. $20 isnt much but its the principal that they keep lying that the service they were providing is something it was not .

  Business Response

  Date: 06/25/2024

  Hello *******,

   

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you've experienced. Our intention is always to provide clear and
  accurate information to our customers. We are taking steps to ensure our communication is more transparent. We would like to discuss this matter further and find a resolution. Please contact us at *************.