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

  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:05/28/2024

  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 paid for a service. My airplane landed at 9:35 The shuttle company said that the shuttle was on its way. I was alone waiting in a very scary place for the shuttle. It never showed up. Communication was terrible and there was no way for me to get a hold of anybody through the text message that was provided, I would like a refund .

  Business Response

  Date: 06/05/2024

  Dear *****
  Thank you for reaching out to us regarding your recent experience. We sincerely apologize for the inconvenience and frustration you encountered. Based on the details you provided, it is clear that the situation you experienced was far from ideal. We understand the distress of waiting in an uncomfortable and potentially unsafe environment and the added frustration of poor communication.
  Our policy states that customers should plan to arrive 2-3 hours early to avoid long wait times due to shuttles filling up quickly. However, it appears there was a lapse in communication and service during your wait, and for that, we are truly sorry. 
  Our team will reach out to you for further assistance and clarity on this issue. 
  - Way Team

• Initial Complaint

  Date:05/25/2024

  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 booked way for a couple days parking. I first booked for the 25th to the 27th at ***************************************, an *********, that includes a free shuttle e I then extended my stay by a one day for $32 total and I was switch over to another hotel (************** in *************) now this hotel I was told has a shuttle also, but when I arrive I was told the shuttle isnt working and a free Uber would be provided, once the Uber picked me up from ************** to ************* I was charged another $32 Ive paid double for what I thought wouldve been $32 ended up $65 that I didnt have and had to borrow. If I can please get a refund that would help

  Business Response

  Date: 06/04/2024

  Dear *************************
  
  Thank you for reaching out to us and sharing your experience. We apologize for the inconvenience you encountered during your recent booking.
  
  We understand your frustration regarding the additional costs and the confusion about the shuttle service. Based on our records, your initial booking at the *********** *************************** was canceled, and a new booking was made for the Extended Stay America Premier Suites ******************** Our listing for this location does indicate that a free shuttle service is not available and suggests using rideshare services like Uber or Lyft, with an adjusted price to account for this.
  
  We strive to provide clear and accurate information to help our customers make informed decisions. We regret that this information might not have been as visible or clear as intended, leading to your unexpected expenses.
  Please accept our sincere apologies for any confusion and inconvenience this situation has caused. We appreciate your understanding and hope to serve you better in the future.
  
  - Way Team

• Initial Complaint

  Date:05/22/2024

  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.

  Agree with prior comments on the BBB website! I used Way.com to secure a parking space, and they are now charging me $1.95 for a monthly subscrtiption to Way+ sapphire that I did not agree to except by their deceptive business practices of automatically subscribing a customer to their services. When I realized they have been auto charging my credit card I started trying to cancel and there is NO WAY to cancel the subscription and NO WAY to cancel my credit card off the website). I submitted an email request describing what had happened and they only refunded me one of three months. I would like all the subscription fees I've been forced to pay over the last 3 months refunded. They need to stop this automatic sign up when someone is trying to get a parking spot it is sneaky and deceiving. What a disappointment.

  Business Response

  Date: 06/06/2024

  We're sorry for any confusion or inconvenience caused. Please be assured, there's no intention to mislead or deceive on our part. During checkout, you have the option to opt out of the subscription. I've included a screenshot to guide you to where this can be done, and it's also highlighted that cancellation is possible at any point. We regret any misunderstanding and appreciate your business.

• Initial Complaint

  Date:05/18/2024

  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.

  When we arrived at the garage they stated there was no room for our reservation and gave a "voucher" to bring to two other parking garages in the area. Neither had room so this resulted in us not only paying for the Way parking but the expensive airport parking as well. Attached is a copy of the voucher they gave us and our receipt for thr airport parking. Would like an immediate refund to the card on file for the parking booked through Way.Date of parking reservation: 4/19/24 through 4/27/24.Amount charged and not refunded: $153.72 Amount of airport parking additionally needed: $308 Cost of sapphire membership I did not enroll in: $1.95

  Business Response

  Date: 06/04/2024

  Dear *********************
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you experienced with your recent parking reservation. We understand how distressing it must have been to arrive at the garage only to find that there was no room for your reservation and then to face additional unexpected expenses for airport parking. This is not the level of service we strive to provide, and we regret any stress this situation may have caused you.
  
  Please note that the amount of $153.72 has already been refunded to your card on file on May 19, 2024. We hope this addresses the charge for the parking reservation you initially made through Way. We will certainly be addressing this issue with our parking partners to prevent similar occurrences in the future.
  
  Additionally, we have noticed a charge of $1.95 for a Sapphire membership that you did not enroll in. We will promptly refund this amount to your card on file as well.

  -Way Team

• Initial Complaint

  Date:05/17/2024

  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 booked a reservation advertised for $30 and came out to $45. Dishonest. Then, false information given by agents. I called to extend my reservation and the agent told me to contact the garage. I called the garage and the garage said I had to do it through Way. I called back and the agent who helped me prior hung up on me. The third time I called, I was connected to another agent who connected me to ****, a manager who didnt take any accountability, insisted the information given was correct when it wasnt; and after a heated discussion said that I can report him. This is while yelling back at me while ** trying to retrieve my car on recorded calls. Completely unacceptable.

  Business Response

  Date: 05/24/2024

  Hi ****,

  We are extremely sorry for the experience you had while booking with us. Please note that the rates available on our website are subject to change according to the availability on that particular date and time. The decision on rates is taken by the concerned parking facility and we cannot change that as we do not own or operate them. However, the experience you had is completely unacceptable. We would like to take a closer look at this issue for you. Please connect with our manager's team at ************* and they will get back to you with a resolution at the earliest. Again, we sincerely apologize for any inconvenience this may have caused. Thanks for your understanding and patience.

  -Way Team

• Initial Complaint

  Date:05/17/2024

  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.

  On March 23, 2024 we showed up at 5:30AM for our parking reservation with way.com at the JFK parking lot they own. The parking lot was so full that we could not even pull the car into the driveway of the parking area. My husband kept the car on the side of the road and I started walking around looking for an attendant. The attendant said there was no room and that we needed to go to a different place to park. We drove to ***'s long term parking and took the train into the airport. With all this running around we ended up missing our flight even though we arrived over 2 hours before our flight. We ended up paying $300 to change our flight, $275 for parking and way.com will not refund the parking fee that I paid them even though they did not provide a service. I have been in touch with them numerous times and they have admitted that the parking lot was full and that we could not park there. Now I am getting small amounts of money charged to my credit card randomly by the business for no reasons and I have not given permission for any of these charges.

  Business Response

  Date: 05/24/2024

  Hi ********,

  We are extremely sorry for the experience you had with our partnered location. Please understand that Way is a third-party online marketplace that do not own or operate any of the facilities listed on our website physically. We totally understand that your frustration and inconvenience caused by this issue. As a valuable customer, we want to make this right for you. We have refunded this reservation in full and that will be reflected on your original payment method in 7-10 business days. If you need any further help, please reach out to our customer success team at **************** Thank you.

  -Way Team

  Customer Answer

  Date: 05/24/2024

  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:05/15/2024

  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 contacted them on May 13,24 after picking up my car and talking to the parking lot staff when I got in the car and noticed my car had extra miles added while the car was in their lot. I have emailed way customer service about 6 times about this issue and no response. However I was able to talk to a customer service representative over the phone but they said Im not entitled to compensation. On May 13,2024 I picked up my car from the parking lot at *********** in *********. It was a two week self parking stay while I was traveling. When I was back on May 13 to pick up car I noticed there were 7 miles added to my car. When ask the staff they said sometimes they use other lots so they will take cars to those lots that are a trip of 7-8 miles away. When I first ask the staff they said car will be move if needed within that lot and theres no explanation of this when I book the self parking it only said self parking lot with 24 hrs surveillance nothing about other lots being use. My car also had a noise when I got back home that Im not sure if it was from sitting there that long or because someone drove it wrong on the highway to the other lots. I know I cant make a claim for this noise since it started after I left parking lot but when contact customer service I requested my money back for the issue and for the driving without noticed and all they wanted to give me was a $10 off my next purchase which I wont use since I dont want to book with them again due to this. I will attach pictures of order and pictures of mileage of drop off and pick up times. I also tried leaving a review for their page and see if this works but didnt. Hope you can help and Im able to get at least half of my booking back. When I first started using the way app I was *************************** so my profile still under ****** but my name changed after I got married so the purchase was made under my marriage name ******************************* and with my credit card. Please let me know if you need anything else from my end. Thank you.

  Business Response

  Date: 05/24/2024

  Hi *******,

  We are extremely sorry for the experience you had with our partnered location. Please understand that Way is a third-party online market place and we do not own or operate any of the facilities listed on our website physically.  We totally understand your frustration caused by this issue but unfortunately, Way cannot be held liable for any facility issues as we serve only as an online marketplace that helps to reserve your parking space at the moment. As you have utilized the reservation, we are unable to compensate you for this issue. This has been clearly mentioned in our terms and conditions as well. We are also liable to pay to the parking facility for each spot allocated to our customers as per the contract we have with them. So, we recommend you to please reach out to the parking lot directly. We hope you can understand our position in this matter. Thanks for your patience.

  -Way Team

  Customer Answer

  Date: 05/25/2024

   
  Complaint: 21716248
  
  I am rejecting this response because:
  
  I paid on the way.com app not to the hotel and the hotel mentioned that they work directly with Way and I have to go through the app for everything related to parking lot. 
  
  After using the app for a few years it is sad that they cant help their customers and keep passing the blame on each other. I will not be using the app anymore but I thank you BBB for trying to help me. 

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

  Business Response

  Date: 06/04/2024

  Hi *******
  
  We sincerely apologize for the inconvenience and distress this situation has caused you. We understand your frustration regarding the additional miles on your car and the unexpected noise you encountered. We value your feedback and take your concerns seriously. Our policy states that service providers and Way are not liable for any theft or damage to the user's vehicle.

  - Way Team

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21716248
  
  I am rejecting this response because:

  I know the noise I cant get any reimbursement because I notice after leaving the parking lot. 
  

  As for the miles I think I deserve some type of compensation since I asked staff and they said they will only move if needed within the lot I left my car parked. 
  

  Also one of the staff members on Way emailed me saying for valet parking they are able to move cars but I did not pick valet option I picked self parking. 
  

  Attached please find screenshots of messages and order details. If needed I can send the full order email details and email thread. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/06/2024

  We sincerely apologize for any inconvenience you've encountered at our partner locations. As we mentioned previously it's important to note that Way acts solely as an intermediary online marketplace and does not have physical control over any listed facilities. While we empathize with your frustration, Way is not responsible for issues at individual facilities, as our role is limited to facilitating parking space reservations. Once a reservation is used, our policy, as stated in our terms and conditions, prevents us from offering compensation. Additionally, we are contractually obligated to remit payment to the parking facilities for each reserved spot. For direct assistance with facility-related concerns, we advise contacting the parking lot. We appreciate your understanding and patience in this matter.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21716248
  
  I am rejecting this response because:

  The hotel I parked direct me to contact Way. As i explained before my credit card was charge through way app not the hotel and they instructed me to contact way when I called them. 
  

  Not sure what the next step will be since either hotel or way are taking responsibility. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/07/2024

  We apologize for any inconvenience you've experienced. We're eager to resolve this for youplease contact our customer support team at **************** and we'll get started on a solution right away. Thank you for bringing this to our attention.

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 21716248
  
  I am rejecting this response because:

  I did before contacting the BBB and they only offer $10 of my next booking which Ill be unable to use since I will delete my account after this process is completed. Because they were unable to assist me over the phone or through customer service emails is why I decided to BBB and will like to solve my issue with them as the middle man. Thank you. 

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

• Initial Complaint

  Date:05/11/2024

  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.

  Fraudulent business operating in ca offering long term parking at airport in *************. . Charged credit card on march 2 2024 without pricing confirmation and receipt confirmation. no customer help available or hot line to verify transaction but desperate to charge fees. 1st time Ive seen a business charge for no services rendered.

  Business Response

  Date: 05/17/2024

  Hi ******,

  We are sorry to hear about your experience while using our service. We are unable to locate your profile under the email id you have provided. Could you please provide us with your registered email address or contact us with the details of your complaint at **************** Thank you.

  -Way Team

• Initial Complaint

  Date:05/09/2024

  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.

  On 2/8/24, I made a reservation for 12 days at *************** in ******,** for $12.99 a day. On that day, there were 3 charges on my credit card. One was for $224 (which I believe was the correct charge). Also, on that day there were 2 other charges. One was for $114. The other was for $118???ON 2/16, when I dropped my car off at the garage, I was charged $73! Way.com told me that there could be no adjustment because I had made 3 or 4 reservations and had not cancelled them before Feb. 16. 3 reservations for 1 car? $511 for 12 days @$12.99?! Clearly, this is not the correct amount and I am entitled to a partial refund. Please help.

  Business Response

  Date: 05/10/2024

  Hi *******,

  We are sorry to hear about your experience while booking with us. Please note that you have made four reservations for the same date and time 2/16 to 2/28. Three of the bookings were for Pacific *********************** EWR Airport and one of them is for Extended Stay America ******************************************* Parking. It costed $112.06 each for three reservations and $102.3 for Extended Stay America. Our cancellation and refund policy doesn't allow us to refund any reservations after the check-in time. We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them so that we cannot initiate any refunds without the facility's approval or they will charge us for that space. However, as a valuable customer, we will find ways to make this better for you. Please specify the reservation that you have actually used. You may also reach out to our manager's team at ************* for a quick resolution. Thanks for your understanding and patience.

  -Way Team

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21691518
  
  I am rejecting this response because:way.com never gave me a reasonable response to mo cpmplaint
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/21/2024

  Hi *******,

  We are sorry to hear that you didn't receive a resolution yet. Did you get a chance to get in touch with our manager's team? We have asked for some clarifications regarding your reservations in our last response but we didn't receive a proper answer. We recommend you to please reach out to our team to explain everything directly so we can find a quick resolution for this issue. Thanks for your understanding and cooperation.

  -Way Team

• Initial Complaint

  Date:05/08/2024

  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 paid for parking at *********** Express DES *******************, when I got there, No parking spots were available, the attendant said to contact Ways, I was on hold for 20 min and could not wait any longer, I had to pay more at the airport to park, and they refuse to refund my money, I showed them my GPS tracking, my call log and my receipt at the ***** parking, they said the parking lot did not report that it was full but they also could not show I parked there.Way Confirmation No. # OGI44354305

  Business Response

  Date: 05/10/2024

  Hi ****,

  W e are extremely sorry for the experience you had at our partnered location. We see that you have disputed this transaction. Our dispute department works closely in favor to our customers and as a valuable customer, we will make sure that this will be resolved at the earliest. If you need any immediate help, please reach out to us at *************** or ************. Thanks for your understanding and patience.

  - Way Team