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

• 

  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:03/19/2024

  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.

  Tried to cancel a reservation but phone was never answered, voicemail full, no response to texts, no response to emails. Tried to cancel with both WAY and the lot of my reservation per their instructions. The website only provides partial information. The rest is provided AFTER making the reservation, and only once the app has been downloaded. Further, I have been getting spammed by WAY and there is no option to unsubscribe from their flood of solicitation emails that I never consented to.

  Business Response

  Date: 03/20/2024

  Hi *******,

  We are so sorry to hear about your experience while using our service. Could you please share us with the screenshots of your call log that shows you have tried to contact the parking lot or Way before your check-in time? Please understand that this is essential for us to move forward with any refund requests after the check-in time as per our cancellation and refund policy. If you need further assistance, please reach out to our support team at **************** Thanks for your understanding and patience.

  - Way Team

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21456209
  
  I am rejecting this response because: WAY has requested screenshot proof that I tried to contact either WAY or the lot. I have emailed those over, and attach them here as well. 

  I include screenshot of calls and texts prior to check-in, the confirmation email that forces customers to download their app and all its cookies in order to view the reservation that I just paid for, the confirmation page within the mandated app that provides absolutely no information on how to cancel, and a screenshot of the pre-purchase page regarding refunds that made it sound like it was just so easy peasy. 

  WAY, please refund the $31.45, and do better by your customers. 

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

  Business Response

  Date: 03/22/2024

  Hi *******,

  As per your request, we have initiated a full refund back on your card based on the evidence submitted. This will be reflecting on your original payment method in 7-10 business days. If there is anything else that you can help with, please feel free to reach out to us. Thanks for your time and patience.

  - Way Team

• Initial Complaint

  Date:03/18/2024

  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.

  I booked a parking stay for the airport for the week of March 4-14 the total I paid way.com was $125.48. On the day I was supposed to park in the lot the agent told me that way.com overbooked and they did not have availability. I called way directly to help me resolve the issue and spoke to ****. Instead of **** relocating me he told me to find another lot and just send in all the receipts of my stay and what I paid and I will get a refund. I had to pay $330 to this new lot which I was not prepared to pay however I had no choice. After coming back I sent in all the proof via email to way.com and assumed that they would not only refund me $204.52 which is the difference of the $152.48 and $330 but instead they only wanted to compensate me for the $152.48. I tried to speak to various managers including *****, ****, and ****** to have them understand that they should at minimum compensate me that for their overbooking and they didnt want to do that. They said they understand it was an operational issue on their end but they can only refund me the amount I paid even though **** said otherwise. I am not happy as a client and they did tell me this happens often and there is nothing they do about it.

  Business Response

  Date: 03/19/2024

  Hi *******,

  First, we would like to apologize for any trouble you had with our partner's location. Please understand that Way is only a third-party booking agent who do not own or operate any of the facilities on our platform directly. We are given spaces at these facilities and inventory as our system only allows the amount given to our team. If there is an issue with the bookings being overbooked, this is an operational/inventory issue with our partner. Please understand we value your feedback and understand your frustration regarding the lot being full. As it is very important for our team and our partners to follow all guidelines and focus on providing the best service possible. Our partners have the ability to contact our customers if there is an issue, or reach out to our team in advance to avoid these type of occurrences. We are also liable to pay to the facility for each spot allocated to our customers as per the contract we have with them. Unfortunately, our system doesn't allow us to refund any amount which is more than paid to us. If you would like for us to assist further regarding your concern, please email our team at *************** so we can assist directly. Thanks for your understanding and patience.

  - Way Team

   

• Initial Complaint

  Date:03/15/2024

  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.

  Car was parked at on spot from 3/10 to 3/15 i parked there because they had 24/7 shuttle. They gave me 2 numbers to call. Neither nymber answered and had full mailboxes. I had to then set up uber account and pay uber .this is the third time in as many years. I think they are scammers and i want a ref3

  Business Response

  Date: 03/18/2024

  Hi ******,

  We are so sorry to hear about your experience while using our service. 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. Shuttle service is provided as complementary to all bookings and is provided directly by the parking facility to the customers. Way cannot be held liable to shuttle issues as we do not operate them or charge anything from our end. However, as a valuable customer, we will try our best to make this right for you. Please share us with the Uber receipts, we will review it and get back to you. If you need any further assistance, please email us to ***************. 

  - Way Team

• Initial Complaint

  Date:03/15/2024

  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.

  Transaction date: March 04, 2024 Called several times the first day of 3 day parking reservation. Requested refund for days not used though they refused refund.

  Business Response

  Date: 03/18/2024

  Hi *****,

  We are so sorry to hear about your experience while using our service. 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. We are also liable to pay to the parking lot for each spot allocated to our customers as per the contract we have with them. Due to this reason, our cancellation and refund policy doesn't allow us to initiate any kind of refunds including partial refunds after the check-in time of your reservation. If we do that without the parking lot's approval, they will charge us for that space as it is considered to be a loss of business for them. Please reach out to the facility directly and request them to send us an email if they approve a refund for you. If you need any further assistance, please let us know by sending an email to **************** Thanks for your understanding and patience.

  - Way Team

• Initial Complaint

  Date:03/14/2024

  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.

  On November 13th, I used this service to book airport parking near *** for the 20th of November, but then later read the fine print that the hotel shuttle service stopped at 10pm. My flight was coming in later. On November 14th, I canceled it following the instructions on the site. I never received conformation of the cancelation, so I canceled it a second time same day. Shortly after canceling, I used the service to book with another parking lot where the shuttle ran later into the night. I was charged for both bookings. I should not be charged for the first one, #******* *****************)

  Business Response

  Date: 03/14/2024

  Hi ******,

  We are really sorry for the experience you had while using our service. Please note that you have disputed the initial charge and once a charge is disputed, your funds will be kept on hold by your bank and we won't have access to it to initiate the refund. We have received your withdrawal letter as per our request and we have forwarded the same with your bank. They will get back to us in 3-4 business days. Kindly bear with us till that time. Once the dispute is removed, we will initiate a refund for you as promised. We sincerely apologize for the delay in getting this resolved. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 03/17/2024

   
  Complaint: 21432073
  
  I am rejecting this response because: My account has not been credited with a refund.  This has been dragging out for over 5 months.  I will accept the settlement only when my account is fully refunded.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/21/2024

  Hi ******,

  We have already refunded you the full amount of $121.54 as per your request. This will be reflecting on your original payment method in 7-10 business days. We have attached the screenshot of the refund receipt for your reference. If you need any further assistance, please reach out to our support team at ***************.

  - Way Team

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21432073
  
  I am rejecting this response because: Get back to me in 7 to 10 days when the refund is complete.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/04/2024

  Refund has been completed.  I am satisfied with the outcome but still annoyed that it took six (6) to do so.

  Thanks to the BBB for your help with this matter.

  *************************

• Initial Complaint

  Date:03/06/2024

  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.

  Two months ago, I utilized the Way.com app to reserve car parking, making a one-time payment for the service. I did not sign up for any subscriptions, yet I am consistently being charged $1.95 each month, which appears to be suspicious. Despite spending over an hour attempting to contact their customer service by phone, I have been unsuccessful in reaching an operator. It raises concerns about the legitimacy of Way.com.

  Business Response

  Date: 03/07/2024

  Hi *****,

  Thank you for notifying us about your inconvenience and cancellation request of the subscription charges. Please note that you have been subscribed to our Way+ Sapphire subscription plan as a trial version and was notified by a confirmation email and also, another email with an option to proceed with cancellation or continued usage from the next month onwards before it becomes paid. We assume that both emails went unnoticed and the subscription continued to charge you. However, as per your request we have tried to  cancel your subscription with a refund but unfortunately, we are unable to locate your details. Could you please help us with the email or phone number that you have used for the parking? We will get back to you with a confirmation regarding your refund once we are able to locate the details.  If you need immediate assistance, please reach out to our support team at **************** Thanks for your understanding and patience. 

  - Way Team
  
  

• Initial Complaint

  Date:03/05/2024

  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 just tried to use Ways this past weekend, under the name Airportsparking.com and made a reservation at an ******* parking venue near the airport. Ways *never* sent a confirmation email to me, and after charging my card $23, and never receiving the confirmation email, I reached out via contact form to them 2-3 x as the day of the flight approached. No answer. So I immediately cancelled my cc card and reversed charges, due to the fact Ways is falsely charging people with no intention of giving them what theyve paid for, and possibly skimming credit cards. I had to make a new parking reservation through a different company after checking 7-10 times in my email for their confirmation which never came, and paying for the reservation-, so frustrating. After returning from the trip, Ways magically reached out via email 3 days later after the reservation, and said they had sent a confirmation (they hadnt- I checked spam folder, inbox many, many times- nothing), and then they showed a made up or possibly photoshopped confirmation letter they said they supposedly had sent me. (It was photoshopped because the fake confirmation didnt have my email on the To: section, didnt have the last 4 digits of my cc number, had no details of my car I had filled out in their form- I told them politely I never received it. They refused to refund it. What was unbelievable was they had started to even try to reach out 3 DAYS after I sent the help request to them and the trip was done! I literally was in another parking venue lot I had to find and pay for, after returning from my trip, before they even reached out with the fake confirmation email! SCAM SCAM SCAM. Shame on you Ways for scamming people of money and not delivering! Just look at the other reviews! And they get around these reviews by coming up with new different names for themselves like airportsparking.com and doing it again and again.

  Business Response

  Date: 03/05/2024

  Hi ***,

  We are so sorry to hear about your experience while using our service. Please note that an automated email will be sent out to all our customers once a reservation is confirmed. We are not sure about what happened in your case. As a third party online marketplace, we are not authorized to refund any reservations after the check-in time without the approval of the lot. If we does, then the parking lot will charge us for that space despite of being used or unused as per the contract we have with them. However, as a valued customer, we want to make this right for you. Could you please provide us with the receipt of the alternate parking that you have used? We will reach out to the facility on your behalf for a refund and get this resolved as soon as possible. We apologize again for any inconvenience caused to you by this issue. Thanks for your understanding and patience.

  - Way Team

• Initial Complaint

  Date:03/03/2024

  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 rented a car from Sixt I was automatically enrolled in something called Way+ Saphire.I get monthly charges on my credit card statement for a service I don't want. Total scam.

  Business Response

  Date: 03/04/2024

  Hi *******,

  Thank you for notifying us about your inconvenience and cancellation request of the subscription charges. Please note that you have been subscribed to our Way+ Sapphire subscription plan as a trial version and was notified by a confirmation email and also, another email with an option to proceed with cancellation or continued usage from the next month onwards before it becomes paid. We assume that both emails went unnoticed and the subscription continued to charge you. However, as per your request we have cancelled your subscription with a refund and you won't be getting any charges in the future. Thanks for your understanding and patience.

  - Way Team

• Initial Complaint

  Date:03/01/2024

  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.

  This is order summary Order Summary$95 Order Date:15 Sep 2023, 09:13 AM EDT Name:******************************* Email:******************* Phone:N/A Parking Lot Name:*********** *** Airport Parking Parking Lot Address:****************************************************************************************** Parking Lot Phone:************* Parking Lot Type:Daily Check-in:Dec 05, 2023 09:00 AM Check-out:Dec 19, 2023 04:00 PM View Map:Click Here Extend Reservation THIS WAS CANCELED AND THEY WONT REFUND

  Business Response

  Date: 03/04/2024

  Hi *******,

  We are sorry to hear about your experience due to the trip cancellation. 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 are also liable to pay to the parking lot for each spot allocated to our customers as per the contract we have with them. Our cancellation and refund policy doesn't allow us to make any refunds without the approval of the lot after your check-in time or else they will charge us for that space. In order to reach out to the parking facility on your behalf for the refund, we have requested you to provide us with valid evidence. But unfortunately, the screenshots that you have shared doesn't satisfy the guidelines of our policy as per the parking lot's instructions. However, as a valued customer and a one time courtesy, we are ready to provide you with credits for future use after deducting the charges for one day. Please let us know if you wish to proceed with the same so we can initiate the credit/Waybucks refund without further delay. If you need any further assistance, please do not hesitate to reach out to us at *************** or ************. Thanks for your time and patience.

  - Way Team

• Initial Complaint

  Date:02/29/2024

  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.

  A parking reservation was made on 02/11/24 using airportsparking.com (a way.com website). On 02/17/24 the parking attendant attempted to extort an additional $100 in cash from me. I did not feel safe parking my vehicle at the lot, so I would like a refund.

  Business Response

  Date: 03/03/2024

  Hi *******,

  We are sorry for the experience you had at our partnered location. Please note that Way is a third party online marketplace and we do not own or operate any of the facilities listed on our website physically. All the information listed on our website and your confirmation email was provided by the concerned parking facility. The extra charges incurred to you was due to the size restrictions of vehicles in this facility. The same information was listed on your confirmation email as well (screenshot attached). We have charged you only for the parking space reserved through us and Way is not liable for any extra charges imposed by the parking facility especially if they have already provided this information upon confirmation of your booking. We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. If we refund a reservation after the check-in time without the parking lot's approval, despite of being used or unused they will charge us for that space. We hope you can understand our position in this matter. Thanks for your understanding and patience.

  - Way Team

   

  Customer Answer

  Date: 03/03/2024

   
  Complaint: 21367276
  
  I am rejecting this response because:
  
  The information and claim stated by the company is incorrect. My vehicle is not oversized. The parking attendant attempted to commit fraud by extorting $100 cash. The company is responsible for providing a refund. A refund is expected promptly. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/06/2024

  Hi *******,

  As mentioned previously, Way do not operate these facilities and the instructions they have provided in your confirmation email are strictly as per the parking lot's decisions.  Please reach out to the parking facility directly to claim the extra charges incurred to you as per the size restrictions of the parking lot. We hope you can understand our position in this matter. Thank you.

  - Way Team

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21367276
  
  I am rejecting this response because:

  The extra charge was not due to an oversized vehicle, so your argument is invalid. I did not park at the lot out of concern after then lot attendant demonstrated fraudulent behavior, therefor I am entitled to a refund from Way.com for the original contract amount that was not fulfilled in good faith. When will I receive the refund? 

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

  Business Response

  Date: 03/12/2024

  Hi,

  Please reach out to our managers' team at ************* with proof of extra payment to have a look into this issue. We will try our best to resolve it from our end. 

  - Way Team

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21367276
  
  I am rejecting this response because:

  You are not reading my responses and/or pretending not to understand the issue. I have repeatedly stated that I did not park because of the fraudulent demand for $100 cash made by the parking attendant. I did not pay the attendant, so there could not be proof of payment. I did not park because I was scared of the fraudulent activity. I have already spoken to your support and management team and they pretend not to understand. Im demanding the refund because the original contract between myself and Way was not honored. I have communicated this issue to Way support and management many times, but they do not comprehend the issue. Now when I email your support and management for further help they do not respond to me. When will I receive my refund from Way?

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

  Business Response

  Date: 03/13/2024

  Hi *******,

  We have reviewed your whole conversation with our support team and found that we have tried multiple times to convey you that the extra charges that the parking lot imposed to you was due to the size restriction of vehicles by the lot, which was communicated to you clearly through your confirmation email before your check-in time. If you were not ready for paying the extra charges, we could have cancelled this reservation for you if you have reached out to us before your check-in time with the cancellation request. Please note that once the reservation has begun, we are unable to initiate any refunds without the approval of the parking facility as per the contract we have with them despite of the reason whether it is used or unused. We have already reached out to the parking lot on your behalf regarding your refund request and they denied it which we have already communicated with you including the reason. As per your last conversation with our support team, we have requested you to reach out to the parking facility to get their approval for refund and ask them to send us an email for the same. But unfortunately, that was totally ignored from your end and your next reply was "When will I get my refund?".  Please understand that we have to follow our company's terms and conditions which was accepted by you at the time of purchase. However, we have tried our best to find a resolution for you by considering it as a special case but unfortunately, it was negative from the lot's end. We apologize you for any inconvenience caused by this issue and request you to kindly reach out to the parking facility directly on ********** for requesting an approval of your refund. Thanks for your understanding and patience.

  - Way Team

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21367276
  
  I am rejecting this response because:

  My vehicle was not restricted due to size as you claim, so your argument is invalid. I realize your support has tried to make that claim many times, but your claim remains to be invalid. Your parking attendant had no right to demand $100 cash, and his demand for $100 cash was not due to the size of my vehicle, therefore it is a fraudulent request and you failed to fulfill the original contract. You keep talking is circle and making the same excuses over and over. The only resolution is to give me a refund for not fulfilling the contract. When will I receive my refund? 

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