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:12/20/2023

  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 June 8, 2023, I made a purchase through way.com for a parking space 3 miles away from ****** ********************************, in an attempt to save on four days of parking costs. An hour later, given we were stuck in traffic and got into a ****** fender situation, causing us to run extremely late for our flight, (which we eventually missed, and were put on another flight) I called way.com to cancel the sale but I was told they could not cancel it without a valid reason. However, their "Refund Policy", which was sent to me in an email confirmation after making my purchase, contradicts what I was told over the phone. Please see their "Refund Policy" below: "Refund Policy" Parking purchases can be cancelled for a full refund up to the start date of your reservation. Cheapestairportparking and Way are not responsible if our partner parking lot sells out and can't accept our customers. Cheapestairportparking and Way will do the very most to accommodate an attempt to move our customers. As you can see, it clearly states "parking purchases can be cancelled for a full refund up to the start date of your reservation." I literally called to cancel within minutes of booking a space but I was prevented from being able to cancel. They continued to give me a hard time, and as I kept insisting for my refund, they proceeded to ask for a proof that I parked my car somewhere else. I emailed them a copy of the receipt from the parking lot we ended up using which was at the Terminal, as we were running extremely late for our flight. (Please see receipt attached from the ****** ****************** Parking). They kept dragging the issue and eventually denied our refund, saying so much time had elapsed, and that we could no longer be refunded.

  Business Response

  Date: 12/22/2023

  Hi ******,

   

  We are sorry to hear about your experience while using our service. Please note that as a third party online market place that do not own or operate the facilities listed on our website, we are liable to pay to the lots for each spot allocated to our customers as per the contract we have with them. In your case, it's unfortunate that you have met with an accident and was unable to use the reservation. As a valuable customer, we have tried to offer the best possible resolution by reaching out to the facility with enough evidence to support your refund request. But unfortunately, we have never heard back from you since June and you have responded to our email on October and by that time we have already made the payment for the lot as per the contract. We also see that you have reached out to after your check-in for a refund which cannot be initiated as per our cancellation policy in normal scenarios. However, we again requested you for an accident report to verify the issue and to get an approval from the lot. We request you to kindly send us the requested documents and we will reach back to you at the earliest after reviewing the documents. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:12/19/2023

  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.

  When I tried to change the schedule for their parking reservation services, they asked me to cancel the current one first and then make another. They pretended to refund to me, but it came to my account as their credit called waybucks ($67.45). I tried to figure it out at that time, but no way to ask them except only accepting the waybucks on my account. I tried to use that waybacks for my parking reservation, I used the part of the waybacks ($37.92), but whole amount of waybucks was gone after that reservation. There's no cautions or notification about it. This waybacks should work as cash because they charged me, and I felt that their services are tricky to scam. where's my $29.53? When I tried to resolve this issue with them first, but they didn't answer and ignore me.

  Business Response

  Date: 12/20/2023

  Hi ********,

   

  We are sorry to hear about your experience while using our service. We totally understand the inconvenience caused to you by this issue. But please note that the customer gets a Waybucks/credit refund when they cancels the reservation online and it can be reversed anytime back on their original payment method as per the customer's request. We see that the reservation for $67.45 was refunded as Waybucks on 11-20-2022 when you cancelled it online. It's been a year since then and we couldn't find any records of you being contacted to our customer support team for a credit card reversal. As per our company policy, Waybucks has a validity of one year which was completed on 12-14-2023  and that's why you were unable to use the remaining Waybucks. If you need any further help on this issue, please contact our support team on ************ or **************** Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21030442
  
  I am rejecting this response because:

  1.when I cancelled the original reservation, I didn't notice and you didn't let me know the refund will come as the waybucks.

  2. After I noticed to refund as waybucks, I called you and asked you to refund to original payment. but you couldn't proceed it. you should tell me the limit to use if you have.

  3. I didn't know about the waybucks limitation to have a due and use it at once when I use it. if you have a due, you need to let me know at once.

  4. I paid you $67.45 and refund as waybucks. I tried to use $37.92 and lost $29.53 without any notice and your service.

  I want to get them back $29.53.

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

  Business Response

  Date: 12/25/2023

  Hi ********,

  We totally understand your frustration and inconvenience caused by this issue. We are ready to make it right for you so we can add the Waybucks worth $29.53 to your Way account again and you can use it. Please let us know if you wish to proceed with the same. Thanks for your understanding.

   

  - Way Team

   

  Customer Answer

  Date: 01/05/2024

  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:12/13/2023

  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.

  Way.com is emailing me telling me they refunded my money for the cancelation and sent it to my credit card but my credit card is not crediting my account, because they did not receive credit.So I am not really get my money back.

  Business Response

  Date: 12/14/2023

  Hi *****,

   

  We see that a full refund of $34.65 was initiated from our end on 10-19-2023 on your card ending ****. We have already sent you the payment receipt a couple of times that shows the refund. The same has been attached here also for your reference. Please reach out to your bank with this receipt if you still didn't see the credit on your account. Thanks for your understanding.

   

  - Way Team

  Customer Answer

  Date: 03/21/2024

  My claim number is #******** and it was closed, the merchant did not refund my money. They said they sent it to my credit card but they did not receive it. I just want them to send me my money by check. Thanks for your help.

   

  Felix 

  Business Response

  Date: 03/21/2024

  Hi *****,

  As discussed in our previous conversations with proof of refund, we have already refunded you a full amount of $34.65 on October 19th, 2023. Please reach out to your bank directly with the receipt of refund that we have shared with you. If you need any further help, please reach out to our manager's team at *************.

  - Way Team

  Customer Answer

  Date: 06/04/2024

  I have attached credit card information where they charged my card for way.com $17.75 which they say they didn't charge and never gave me a credit. Please see attached letter from chase bank stating no credit was received. ( Taken indication by BBB rep ****

  Business Response

  Date: 06/06/2024

  The charges appear to be linked to a reservation the customer made through **********************. Our records indicate that the reservation has been fulfilled, and we have no documentation of any communication from the customer about this booking. Our refund policy allows for a hassle-free refund before check-in, no questions asked.

• Initial Complaint

  Date:12/11/2023

  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.

  Paid $96.68 on December 4th,2023 for a parking spot at a hotel with shuttle service to *************. Never received a confirmation email. Called hotel and learned they only offer parking to guests. Called Way.com and got nowhere. ??

  Business Response

  Date: 12/14/2023

  Hi ******,

   

  We are extremely sorry for your experience at our partnered location. Thank you for bringing this to our attention. We have tried to get in touch with the parking lot to verify this issue but unfortunately, we couldn't reach out to them as our calls and emails were left unanswered. 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 are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. Kindly provide us with the alternate receipt of the parking that you have ended up parking at.. This will allow us to verify the issue and to back up your claim in case if we are unable to reach out to the facility and later they come up by declining your claim for a refund. Thanks for your understanding and cooperation.

   

  - Way Team

• Initial Complaint

  Date:12/11/2023

  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 used them to book parking for a flight. and gave them my email and credit card info.They sent me an email saying they are converting my account to a paid account. (Don't know how they can do that unless there was some fine print in the terms and conditions). They said if you don't want to have a paid account contact customer service. Unsurprisingly there is no customer service phone number or link on their web site. When I tried to use their ChatBot to ask about cancelling the subcription it immediately ended the chat. Right now my only recourse is to dispute the charges and block them through my credit card company.

  Business Response

  Date: 12/14/2023

  Hi ***,

   

  We are sorry to hear about your inconvenience while using our service. Please note that you have been subscribed to our Way+ Sapphire plan which was added at the time of booking along with your parking reservation. This is a premium program provided for our customers who make a purchase above $30 and this plan allows them to enjoy a lot of discounts and benefits. However, if you do not wish to continue with this plan, there is always an option to unsubscribe the check box before proceeding to payment or if in case you have missed to unsubscribe, our support team can help you cancelling this plan so you won't be getting charged anymore. We see that our agent has cancelled this subscription as per your request. If you need any further help, please reach out to us on ************ or **************** Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:12/09/2023

  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.

  BEWARE - this company is using tricky methods to charge you a monthly subscription program. When booking parking which was very good, they enroll you in an automatic subscription program and charge you $1.95 UNLESS you actively do NOT uncheck a box. Meaning I have to actively UNSUBSCRIBE instead of making an active action and selection. In my opinion a way to trick you to sign up if you are NOT AWARE of this check box. This is not a professional company and behavior trying to lure you into making making monthly payments without any service.

  Business Response

  Date: 12/14/2023

  Hi **,

   

  We are so sorry to hear about your experience while using our services. We understand the inconvenience caused to you by unknowingly subscribing to our Way+ Sapphire plan. Actually, this is a new premium program launched for our customers who make a purchase of above $30 and we have received good response from many of our customers after using it as it gives ***************. Apart from the check box to unsubscribe, we also send emails to customers to notify them about this plan and if the customer doesn't want to continue with this plan we can immediately cancel and refund them as well if contacted before the plan gets started. However, we understand that this method was not so pleasing for some of the customers and we are working on changing this to a new method that gives more visibility and clarity about this plan to the customers before subscribing it. We apologize for any inconvenience caused to you at this time. Please understand that we are constantly working to improve our process for a hassle free experience to all our customers. Thanks for your understanding and patience. 

   

  - Way Team

• Initial Complaint

  Date:12/04/2023

  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.

  Using the Way.com website, I booked airport parking at the *********** in ************* for a one week stay. The total amount should have been $113.51. My credit card was charged twice for this reservation. When I contacted them, Way.Com says that they can't issue a refund after the parking reservation date. I did use my reservation, but only parked one car, one time. After I pointed this out, they told me to contact the lot. Not sure how that could help, since the payment was collected by way.com. Either it's a billing mistake or an intentional scam. I should have looked at their rating of 3 and many complaints on BBB.com before I used them.

  Business Response

  Date: 12/12/2023

  Hi *****,

   

  We are extremely sorry to hear about your experience while using our service. Please note that it is not a system glitch but a double booking from the customer's side and it usually happens when the customer unknowingly adds two orders to their bag and then proceed to check out without noticing it. As per our cancellation and refund policy, we are unable to refund any reservations after the check in time as we are liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. If we refund the reservation without their approval, the lot will charge us for that space despite of the reason that it is used or unused. However, we understand that human errors do happen and as a valuable customer we want to make this right for you. Please help us with the reservation number of the actual reservation that you have used so we can refund the other one for you. You can also send us an email to *************** for an immediate response. We will get back to you at the earliest upon receiving your email with requested information. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:12/03/2023

  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 had the misfortune of being abruptly redirected to a different parking lot by Way.com around 2 hours before my flight - which was a rip-off since the actual cost of the lot was 30% cheaper than my original booking.I paid for a secure self-parking spot at the Hilton for 98.55.They changed me to a valet parking spot at *** Parking without my consent. I did not want valet parking and the actual cost for the *** Parking lot was $31.06 lower according to the *** website. Also, the *** parking lot was notorious for damaging cars, so I purposely avoided them.Given that I was already in transit to get to my flight on time, I had no other choice at this time but to accept the change.When I returned to pick up my car after 6 days, the shuttle took almost an hour to arrive, then I discovered a brand-new dent on the front passenger side of my car. When I reported it to the front desk he first denied it. Then when I showed it to him he acknowledged the damage then said he would report it to Way.com, who would then send me money for dent repair.It turns out it was a lie. He never contacted Way.com. I never was contacted by way.com. And I never received a credit.I contacted Way.com regarding both issues, and they refused to rectify either their bait-and-switch scam or address the damage to my car. Their customer service is abysmal.I am still in dispute with this with my credit card company.Do not book with Way.com - you will be ripped off!

  Business Response

  Date: 12/12/2023

  Hi *******,

  We are extremely sorry to hear about your experience at our partner's parking facility. We totally understand the inconvenience caused to you by this incident and we sincerely apologize for the same. Please note that Way is an online market place and we do not own or operate any of the facilities listed on our website. Unfortunately, we were forced to move you from your initial reserved spot as per the request from the same lot due to their operational issues. We have moved you to ARB as it was the only available nearby spot with similar facilities at that time. However, due to unforeseen circumstances, we understand that it has created damage to your vehicle. Though we are not liable for any physical damage of the customer's property as we do not operate the facility, we consider you as a valuable customer and look into your issue seriously. Please provide us with proof of evidence document that shows damage to your vehicle so we can reach out to the lot on your behalf for a refund request and can take necessary actions to avoid such issues in the future. We will get back to you at the earliest once the document is received. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20951126
  
  I am rejecting this response because:

  
  I have already sent you proof that you overcharged me for the other parking lot directly and you rejected the claim.
  
  When I reported the car damage to you, you sent me to the *** parking lot to resolve the concern but they did not.
  
  I also sent you proof of the damage you requested in your response to this BBB case and your support team again rejected the claim which you know was in dispute.
  
  In each correspondence so far you have refused to take any action.
  
  You have all the evidence you need to make a judgment it is clear that you are at fault for not honoring the original agreement and the damage that occurred at the location you directed me to.

   

  Therefore the only response that is acceptable now is when I should expect you to take financial responsibility.
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/15/2023

  Hi *******,

   

  Thank you for providing us with the documents requested. We are ready to refund you for this transaction but unfortunately, we see that this transaction has been disputed from your end. A  little information about disputed transactions, the normal processing time for your bank to review the dispute is ***** days and during this period your funds will be kept on hold by your bank so we do not have access to it. As per the evidence submitted, there is 21 days more till results from your bank. You can either wait for your bank's decision or work with us directly to resolve this issue at the earliest. If you wish to work with us, please respond to our dispute department and they will guide you through the next steps. Our dispute department works closely in favor to our customers' side. We apologize for the delay and inconvenience you have gone through in regards to this issue. Thanks for  your understanding and patience. 

   

  - Way Team

• Initial Complaint

  Date:11/30/2023

  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 car insurance through way.com and have had nothing but a horrific experience. Not long after paying for my policy and signing the documents online, I got a text message that they suspended my policy (never even heard of any insurance company doing this) because I did not provide them employer information. None of your business, honestly, but whatever. I called the number given to me in the text and spent a total of 56 minutes on the phone, being transferred 4 times, only to tell someone in one sentence the name of my employer and they told me after a short ten second wait that they had updated my account and everything is fine now. 56 minutes of my life to do one simple thing that took 30 seconds tops. Absurd. Then, I get another message that I need to "sign new policy documents". I go to the link to do so, and their website is asking me for a pin number to log in. I never created a pin number. So, I call them and waste another hour of my life being transferred to multiple people, most of whom have no idea what i'm talking about, before FINALLY speaking to someone who provides it to me within seconds. Without fail, every time I call, the first person is someone who can barely speak english, and thus cannot understand my problem, who does nothing but tell me to download their app so I can view my policy on the app, regardless of what my issue is. Finally I am able to sign my new policy documents. I go on about my life thinking my policy is no longer "suspended".No. I get another text today, stating to sign my policy documents or my policy won't be active. Their useless app won't even let me view my policy at all until I sign these documents, that I have already signed twice. The app says i have zero drivers on my policy and that my policy is "compliance pending" whatever that means. I have already paid them. Now I have to call them again and waste god knows how much more of my time to fix whatever tf is wrong now. COMPLETELY UNACCEPTABLE. FIX THIS.

  Business Response

  Date: 12/18/2023

  Hi ********,

   

  We are extremely sorry for the experience you had while using our service. Thank you for bringing this to our attention. Currently, we are investigating upon this issue by working with our various teams to avoid this complicated process moving forward. We totally understand your frustration and inconvenience caused by this issue. We have tried reaching out to you a couple of times but unfortunately, it all went voicemail. Please reach out to us directly or kindly let us know your convenient time to have a discussion on this issue further to resolve it at the earliest. Again, we sincerely apologize for the hassle and we will work hard to avoid such instances in the future. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:11/28/2023

  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.

  Way.com is a company that sells parking spots for events. They list upcoming events in their app and the customer can click on their event to select a parking garage near-by. Check in and check out is supposed to be up to 3 hours before the event and up to three hours after the event. My family purchased a parking spot via the way.com app for a concert we attending at the end of October. Our concert was listed in their app as one they serviced. We arrived at the parking garage and was refused service to park. The attendant said their garage will be closed by the time the concert was over and we would not be able to get our car out until the following morning. The garage did have a 24 hour sign on the building, but the attendant said they would be closing by 10 pm. He would not let us park and did not scan the ** code on the way.com email confirmation. My family had to park about a mile away and walk to the venue. We missed the beginning of the concert because if this. Way.com is refusing to correct the matter and refund our money.

  Business Response

  Date: 12/14/2023

  Hi ******,

   

  We are extremely sorry to hear about your experience at our partner's parking location. We totally understand the inconvenience you have experienced because of this issue. Please note that Way is an 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 are provided by the concerned lots itself. However, as a valuable customer we look into your issue seriously and our internal investigation team will be reaching out to the lot to verify this issue and to take necessary actions. We see that your reservation has been refunded on 11-30-2023 to your original payment method and that would be reflected in **** business days. Again, we apologize for the hassle you had due to this issue. We will make sure that such incidents are not repeated again in the future. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 12/16/2023

  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. Way.com finally  refunded my money. Thank you to the BBB!
  
  Sincerely,
  
  *****************************