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:04/14/2024

  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.

  False advertisement of parking prices. WAY.com reflects a discounted price of parking to what appears to entice customers. When the final charges are reflected, the original price is being charged. I called the WAY company, and they blamed the issue on the parking location.I am seeking that they honor the $9.99 price for the JFK EconoPark **************************************************************** location of my needed timeframe of 11/15/24 6:30 pm until 11/30/24 10:30 am. I also had a $10 discount using GOOD24 from CapitalOne. This would bring my total to $179.23.

  Business Response

  Date: 04/18/2024

  Hi *****,

  We are so sorry for the experience you had while booking with us. Please understand that Way is a third party online marketplace and we do not own or operate any of the facilities listed on our website physically. The prices listed on our website are the lowest rate available as per the instructions of the lot and is subject to change based on the availability of the parking facility on that particular date. If you need any further assistance, please reach out to us on **************** Thanks for your understanding and patience.

  -Way Team

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21574941
  
  I am rejecting this response because: This is not acceptable. As stipulated in my complaint. The price initially reflected should be honored. Theres is nothing on Way site indicating that the price may increase based on availability of the business spots on dates I have which is seven months from now.  I have used this lot in the past two years making a reservation around the same time frame. I am very familiar with the location and their lot. It is unlikely as to the business knowing exactly what their availability would be like in the next seven months for the price on the site to increase to the original price. The price of 9.99 a day should be honored.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/23/2024

  Hi *****,

  Please understand that our website provides daily rates as starting "From" the least rates available. If you scroll through the calendar for the dates that you select, it will pop up the rates for each day as per availability. If you need any further clarification on this issue, please reach out to our support team at ***************.

  -Way Team

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21574941
  
  I am rejecting this response because: I understand and do the at the same time. Please note, I have used your site many times and never had an issue. This is quite disappointing as this has never happened before. WAY needs to consider the consumer while acting as the third party as the description on the site is deceptive. I would be surprised if I am the only one who expressed these concerns. This in my opinion should be elevated to upper management as it is not reflecting a positive image for the company.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/13/2024

  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 made parking reservations with Way for April 13, 2024 for 14 days, when we arrived and entered the parking lot, we were immediately approached by an employee who asked us to leave the parking lot as the lot was full. I explained we had reservations and he said that they had oversold parking spaces and asked us to exit the lot immediately. The employees were rude demanded to scan a code to leave, and we were not provided any other option. We had to find parking for 14 days a few hours from our flight. Dont book with Way.

  Business Response

  Date: 04/17/2024

  Hi ********,

  We are extremely sorry for the experience that you had with our partnered location. This issue has been noted and we thank you for bringing this to our attention. Would you please share the receipt of the lot that you ended up parking at? We will review your issue and get back to you. We apologize again for the inconvenience caused and if there is anything else please do not hesitate to contact us at **************** Thanks for your understanding and patience.

  -Way Team

• Initial Complaint

  Date:04/09/2024

  Type:Billing 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.

  Booked parking through way app and was provided with a qr code for HYATT *******. Once we have reached the destination, qr code did not work. We were then charged another $90 on top of the payment we made to Way to access parking. When I reached out to Way app, they refused to ***** me the refund. BEWARE OF THIS BUSINESSyou will end up spending more.

  Business Response

  Date: 04/12/2024

  Hi *****,

  We are so sorry to hear about your experience at our partnered location. Please understand that Way is a third-party online marketplace and we do not own or operate any of the facilities listed on our website/app physically. However, as a valued customer we will do our best to make this right for you. Could you please share us with the receipt of the payment you have made directly to the parking facility? We will review it and get back to you. Thanks for your understanding and patience.

  - Way Team

  Customer Answer

  Date: 04/13/2024

   
  Complaint: 21549669
  
  Im attaching a copy of my receipt as requested.

  please note I have submitted this already to Ways customer support in response but they did not provide any resolution. I hope this gets resolved this time.

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

  Business Response

  Date: 04/17/2024

  Hi *****,

  Thank you for sharing us with the document requested. As per your request, we have refunded $90 back on your original payment method and that will be reflected in 7-10 business days. If you need any further help, please don't hesitate to reach out to us. Thank you. 

  - Way Team

• Initial Complaint

  Date:04/08/2024

  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 company is advertising reduced parking rates and not disclosing until after your purchase your parking that you will have to pay an additional $5 to $7 a day for your vehicle in CASH to the parking attendant in a dark parking garage at *** airport. They are falsely advertising their prices because you actually have to pay at least 60% more than the advertised price at the parking lot and you are not told this until you pay for the parking online.They are putting people's safety and property at risk because my son was afraid of the attendants and wanted to make sure his car was safe.It also should be mentioned that the shuttle took an hour to get him back to his car and the shuttle driver was very angry that he was not tipped.I spoke to ***************** of **************** and she said she needed the receipt from the CASH payment and she would give the money back. We called they number on the confirmation and it was the shuttle driver and he could not give us a receipt. ********************* because she knew that she was not caught not telling the truth.I tried calling back and 3 minutes later when I called the same customer service number she was gone. I am not sure if ****** the Head of **************** is actually a real employee.I am attaching a screenshot of what it looks like on the website. As you can see that the cost is $109 and it does not say if you have an SUV it will be another $77 more which is a 71% markup.

  Business Response

  Date: 04/15/2024

  Hi *****,

  Thank you so much for taking the time to submit a review for your son's reservation. We truly value your feedback and take your concerns seriously. As per the conversation you had with ****** the Head of Customer Success your son paid for a regular size car and the extra charges are ONLY for oversized cars and SUVs. This is clearly listed on your parking confirmation BEFORE you make use of the reservation. Your son received this confirmation 5 days before parking his car, however you did mention on the call he did not read any of the important information listed on his one page confirmation email (which you are required to bring with you on the day of parking). In addition, as per our terms, you can cancel your reservation for a full refund all the way until the start time , you are also able to change your reservation to another location. These additional SUV fees are NOT charged by our company , but rather by the parking lot itself which we do not own or operate. We have confirmed there was no safety risks involved with this transaction, and as per the conversation your son actually left the lot to go to the bank and get the cash and then come back to the lot to park in his own car. During this time he did not attempt to call us so we could cancel or move his reservation to another lot and he did not attempt to go to another lot himself. Please note you are NEVER forced to make use of any parking reservation if you are not comfortable with anything - we always want you to be happy with what you booked so that you will continue to use our services, if not at the same lot at the many other locations we have in the area or across the US & ******. Despite all the above information, ****** said that she would be happy to provide a credit for the amount your son paid in cash , as she understands the frustration of him not reading the important info on the confirmation caused. She asked for the receipt since your son did not remember how much he paid in cash at the lot. ****** offered to speak to the lot manager to get that information for you , since your son did not get a receipt and get back to you within 24 hours, however you were not satisfied with that timeline and added the parking lot to the call. The person who answered the phone mentioned he was just the shuttle driver and that we would need to call back when the manager was in, ****** offered again to contact you back within 24 hours once she spoke to the manager and that is when the call was ended, she also provided you her personal cell phone to reach her directly. She did get back to you in the promised timeframe , $70 is what your son was charged, and while your son agreed to pay this at the lot , this was listed ahead of time , and he made use of the parking in full , this amount was not collected by our company and refunding this amount is completely outside of the terms listed when your son booked the reservation, the amount was refunded back to the card on file prior to this review and as confirmed in the email sent to you. We have taken your feedback to list this amount before you book and will work on adding that to the website so there are multiple places a customer will see this information before they park inside of just the one your son had. Attached is the screenshot of the confirmation email where these charges were listed. We will not be able to issue any additional refunds for this reservation. 

  - Way Team

• Initial Complaint

  Date:04/08/2024

  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.

  Two complaints: 1- I did not consent to the monthly billing for the Way+Saphire plan that Way.com auto-enrolled me in. It was a hassle to cancel after I received a text I had been enrolled. 2. I booked a parking reservation at ****** Parking LLC in *** on 4/6/24 for 3:30-10:15pm that same day for $39. I arrived at the parking garage and the attendant refused service due to the size of my vehicle (SUV). The parking attendant said I would not be charged if he did not scan the way.com QR code I received with my order. I received notification later that night from Way.com to vacate my spot or I would be charged extra (I was denied service and was never parked there). I contacted Way.com by email to make sure I would not be charged for the denied service. They responded that o would be charged and that there was a $15 surcharge for oversize vehicles. I was not given the option to pay the overcharge at the time of online reservation or at the garage that refused service. My credit card has been charged for the service I was denied (I also had to pay an alternate garage for parking that evening that did accept my vehicle).Both of these complaints are also ones that other BBB complaints have been filed for with Way.com.

  Business Response

  Date: 04/12/2024

  Hi *******,

  We are sorry to hear about your experience while booking with us. Please understand that Way is a third-party online marketplace and we do not own or operate any of the facilities listed on our website/app physically. Could you please help us with your registered email id so we can help with your Way+ sapphire subscription cancellation? Also, the information about the *** charges were listed on your confirmation email and we do  not have any authority to refund that amount as it is the parking facility's decision to charge the customers directly due to size restrictions of the vehicle. We have charged you only for the reserved space and you have already utilized it. If you need any further assistance on this issue, please get in touch with our customer success team at **************** Thanks for your understanding and patience.

  - Way Team

• Initial Complaint

  Date:04/07/2024

  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 purchased airport parking via the Way app. When I arrived at the hotel I was told I would now need to call a taxi to get me to the airport. I left in a hurry so as to not miss my flight and parked at the airport. Now I am paying twice for parking and they refuse to provide a refund (the right thing to do) or a credit (annoying but better than nothing). These people are criminals, this should not be legal.

  Business Response

  Date: 04/12/2024

  Hi *****,

  We are extremely sorry for the experience you had at our partnered location. Please understand that Way is a third party online marketplace  and we do not own or operate any of the facilities listed on our website/app physically. Shuttle service is provided as complementary by the parking lot directly to the customers and we do not charge anything from our end  for that. However, we see that this reservation has been refunded back to your original payment method and should be reflected in 7-10 business days. If you need any further help, please do not hesitate to reach out to us at **************** Thanks for your understanding and patience.

  - Way Team

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21543366
  
  I am rejecting this response because:  I had asked for the total amount to be reimbursed ($16.50) and I received $7.   I have no desire to spend more time on this but I am definitely not satisfied with the resolution.  I still stand by the fact that this company is not acting above board, is unethical, and has terrible customer service. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/17/2024

  Hi *****,

  Please note that you have used Waybucks worth $16.1 while booking this reservation. We have refunded you $7 back on your card as you have paid through your card and the remaining amount was refunded back as Waybucks as you have used for the booking. You can use that against your future reservations with us. If you need any further assistance, please feel free to reach out to us.

  - Way Team

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21543366
  
  I am rejecting this response because:  I asked for the entire refund because, as I have stated, I will never use your services again due to your shady business practices.  At this time you all have $16+ of my money that I will never see.  That is theft.  Your "solution" is unacceptable and my complaint still stands.  It is a shame that you all will not so the right thing and I will be sure to continue to tell everyone as much.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/04/2024

  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 booked a parking spot on 3/1/2024 using Airportsparking .com website for Mar 23rd through April 1 at *********** corp located at **********************************************************. I did not receive any email for confirmation of parking even though I was charged $72.27 for the same same right away. Through my credit card transaction details I found out I was charged by way.com. I contacted them through their website bot and they said they called me to say send out the email only 24 hours before the parking reservation with the confirmation number. However, they agreed to send me the confirmation upon my request. When I reached the parking lot, the parking lot attendant asked me for extra $80 in cash only to park the car as I was driving an SUV and not sedan car. Nowhere on the reservation web site did it mention that there will be extra charge for SUV. I drive a mini SUV ******* *********) which is no bigger in footprint than any standard sedans. I never had had to pay extra at any of the parking sites in various cities extra for a small SUV or crossover car. He said it was somewhere in fine print on the confirmation email. As I was getting late to catch the flight, I was in a bind and paid the extra $80. Since on the reservation pages at the reservation web site this is not clarified, I think they should not have charged me the extra amount, even though it is spelled out in fine print on their confirmation email. I have attached screenshots of their web pages as of today. I seek the refund of the extra charge of $80.00 cash. On top of this I should be compensated for the aggravation for charging me extra money on frivolous grounds as well as forcing me in a corner at the last moment to pay the extra charge. Had I known this upfront, I would have opted to park at another place that does not charge additional money for SUV.

  Business Response

  Date: 04/04/2024

  Hi ******,

  We are so sorry to hear about your experience while using our service. Please note that as an online marketplace, Way do not own or operate any of the facilities listed on our website physically. All the specific information regarding the concerned lots will be provided on the confirmation email only upon reservation. The same information to refer the confirmation email has been provided on our website as well. Unfortunately, we are unable to refund any amount that was already instructed by the parking facility due to their vehicle size restrictions. As per the contract we have with the lot, we are also liable to pay them for each spot allocated to our customers. We are charging the customers only for the reserved space and Way is not liable for any extra charges imposed by the parking lot. If you need any further assistance on this issue, please reach out to our support team at **************** Thanks for your understanding and patience.

  - Way Team

• Initial Complaint

  Date:04/02/2024

  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.

  When I made a reservation from March 9th-16th, 2024, my confirmation email said to look for the Valet when arriving at the lot. I did just that. A man gestured for me to roll down my window and I asked if he worked for *** parking. He said yes. He told me where to park my car. I asked if I needed to sign anything or show my confirm. He said no. Then he told me I could leave my keys in the car and catch the shuttle out front.When I returned a week later, I checked in at the office and they did not have my keys or my records anywhere. Turns out the man who told me where to park was the husband of the Motel 6 office manager and walks around telling people where to park. My car was left unsecured and unattended for a week. He defrauded me. In front of the owner of the Motel 6/*** parking, this man said again to me "I kind of work here, but kind of don't." I was in tears because of the whole thing. The owner then started to verbally abuse me and bang on my window to tell me I was stupid for leaving without confirm that my car was parked.While I understand I may have been naive, I should not have been treated like that. And while this is now way.com, Way contracts with them and despite multiple efforts, they are refusing me a refund because I "used the parking space". The parking lot won't acknowledge what happened and I have no other recourse. The customer service at ********************** is a joke. They should absolutely refund someone who experienced fear and verbal abuse and whose vehicle was unattended and unsecure for a week because of fraud.

  Business Response

  Date: 04/04/2024

  Hi *****,

  We are extremely sorry for the experience you had at our partnered location. Please understand that Way is an online marketplace and we do not own or operate any of the facilities listed on our website physically. We totally understand the inconvenience caused to you at the facility but as per the contract we have with the lot, we are liable to pay to them for each spot allocated to our customers. Due to this reason, our cancellation and refund policy doesn't allow us to initiate any refunds after the check-in time without the approval of the lot. We have tried to reach out to the parking lot to investigate upon this issue and request a refund on your behalf. But unfortunately, we were unable to get in touch with the right person though we have tried multiple times. In this situation, we request you to kindly reach out to the lot on ********** and ask them to send us an email approving your refund so that we can initiate it from our end. If you need any more assistance, please reach out to our support team at **************** Thanks for your understanding and patience.

  - Way Team

• Initial Complaint

  Date:04/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered parking for my trip flying out of ******** **. The price was *****. The dates for parking were from 3/22/2024-3/30/2024. On the 22nd i was driving to ******** ** for my flight when we realized my flight was cancelled. To make a long story short the airline screwed ** and we ended up having to fly out of a different airport in ******* **. I contacted way and they told me it was no big deal. They said to send an email with a picture of the cancelled flight and they would refund my money. I have done that and they refuse to refund money.

  Business Response

  Date: 04/04/2024

  Hi ******,

  We are sorry to hear about your experience due to the cancelled flight. We have seen that a refund has been initiated to your account as per your request after deducting the charges for one day, and that will be reflected in 7-10 business days. If there is anything else we can help you with, please do not hesitate to contact us. Thank you.

  - Way Team

  Customer Answer

  Date: 04/04/2024

  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:03/30/2024

  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 booked this parking space way in advance, and when I arrived I was told we dont charge for parking you shouldnt have paid. I got free parking but GAP wouldnt refund my $100 for the scam parking. When I talked to their customer service and went back and forth, they said they spoke with the hotel who said otherwise, I told them look at the camera recording I have the exact time I arrived, you can see that I get out, park my car, and immediately get into a shuttle after talking with someone who worked there who told me I shouldnt have paid and never went into the hotel even once to validate parking. They said I have to show a receipt ?? How can I show a receipt for a free service?? ************ that needs to be investigated

  Business Response

  Date: 04/02/2024

  Hi ******,

  We are extremely sorry to hear about the experience that you had at our partner's parking facility. Please understand that Global serves only as an online marketplace and we do not own or operate any of the facilities listed on our website physically. 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. As per your concern, we have reached out to the facility to investigate upon this issue and spoke with *************. She has confirmed that they don't allow anyone to park in their facility without a payment and they have a contract with Global as well. In this situation, we are unable to initiate a refund for you because as per our cancellation and refund policy, the lot will charge us for that space if we refund to the customer after their check-in time. Please reach out to the parking facility directly on ********** and request them to send us an email confirming the approval of your refund request. We hope you can understand our position in this matter and we sincerely apologize for any inconvenience this may have caused to you. Thanks for your patience.

  - Global team

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21509584
  
  I am rejecting this response because

  once again, no documentation has been shared about your payment. I never even checked in at the desk because I was told it was free and parked there free for two weeks. Id like to see a paper trail sent to me of what youre referring to because again I did not have to check in or confirm parking and parked there free for two weeks. This was a scam. 
  
  Sincerely,
  
  Sierra *******

  Business Response

  Date: 04/30/2024

  Hi Sierra,

  We have reached out to the parking facility to investigate upon this issue and the lot agent confirmed that they do not provide any free parking service. They only have an option to reserve the space through us and it's a paid service. Please reconfirm whether you have reached out to the correct address for parking. If you need further help, please reach out to our support team at **************** Thanks for your understanding and patience.

  -Global Team