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: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,
  
  *****************************

• Initial Complaint

  Date:11/21/2023

  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 Nov 9 2023 I used way.com via spotAngels in ******, ** to reserve a spot. There was a slight typo in my license plate number. I didn't catch it until after the reservation was made. The customer service agent on the phone said she could not change it nor cancel the reservation, even though I wanted to just make the same reservation right away. I asked for a refund but she said she could not do that. She said a supervisor would be in touch but nobody ever got back to me, and nobody answered my support ticket when I emailed on Nov 9. I ended up having to pay again directly to the garage in order to park.

  Business Response

  Date: 12/12/2023

  Hi ********,

   

  We are extremely sorry for the experience and delay in responding to your complaint. Thank you for bringing this to our attention. Unfortunately, we are unable to locate your call log or email in our database in regards to this issue. We hope that you have called us on the number ************ and emailed us on **************** As we have no records regarding the same, our internal investigation team is unable to verify this issue. Please note that we are unable to do any cancellations or refunds after the check-in time as per our cancellation and refund policy because we are liable to pay to the lot  for each spots allocated to our customers as per the contract we have with them. If we do so, the lot will directly charge us for that space. However, we understand the inconvenience you have gone through by this issue and as a valuable customer we will reach out to the lot on your behalf for an approval regarding your refund. We request you to provide us with the receipt of the amount that you have paid to the lot directly to support your claim. We will get back to you with the best resolution at the earliest. Thanks for understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20903056
  
  I am rejecting this response because:

   

  I'd like to provide more back up. Attached are call log and email screenshots. It is extremely unclear in, or absent from, the communications via spotangels that the address to email for support is different from the one provided through spotangels. You'll see I used [email protected] as instructed on my confirmation page.

  the call log screenshot will show the number I called, and that I was on for about 12 minutes.

   

  Thanks so much for any help you can provide and I hope my experience using way.com via spotangels has clarified some of the problems with the communication flow and customer service workflow. 

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

  Business Response

  Date: 12/14/2023

  Hi ********,

   

  Thank you for providing us with the documents requested. We have reviewed the screenshots you have provided and see that you have contacted us after your check-in time to cancel this reservation. As we have mentioned in our previous response, we don't have an authority to cancel and refund this reservation after your check-in time as we are liable to pay to the lot. Also, we see that a confirmation email was sent to you from our end (screenshots attached) that explains all the details including our contact information. You could have also cancelled this reservation by yourself by downloading our app. Please send us an email to *************** explaining the situation with the subject line "BBB Complaint" and our team will get back to you once we receive a response from the parking facility. Thanks for your understanding and patience. 

   

  - Way Team

• Initial Complaint

  Date:11/20/2023

  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 Thursday November 16 I booked offsite parking for **************************** through Cheapest Airport Parking.com for 3 days starting that evening. After I hit confirm to the purchase, there was a notice that said I should receive a confirmation for the parking along with address for parking and it said if I did not receive that response in a reasonable amount of time to contact them. I never received anything and when looking at the website for Cheapest Airport Parking.com, there are no phone numbers and no way provided to contact anyone. Since I had no way to contact them and I need to park for a trip, I had to go elsewhere and park. 2 days later I saw on my Credit Card activity that I was charged by way.com for $38.24. So not only could I not contact Cheapest Airport Parking .com, I had no idea that it was assigned or owned by way.com. I was able to call them today (Monday November 20th) to ask for a refund of my $38.24 since I could not utilize the parking I paid for and they told me I should have contacted them before the time I was to utilize the parking to cancel and since I did not, there was nothing they could do. I explained that there is no information provide on the website regarding contact information so I couldnt but they told me that they still could not do anything. This was fraudulent and I want my $38.24 refunded by way.com or cheapest airport parking .com.

  Business Response

  Date: 01/04/2024

  Thank you for your review. Please note we have a form and email we list on cheapestairportparking.com that you can use to contact us. As for for the confirmation email you mentioned it is possible it might have gone in your spam as I have checked out system and do see it was delivered from our end. Please let us know why you were unable to contact us via this form or email ,and send us a copy of the receipt where you parked instead so we can review this matter and determine if a refund can be processed.

• Initial Complaint

  Date:11/20/2023

  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.

  I recently booked a parking reservation and I found out these perverts want to know my birthday so that they could sell my personal information. Theyre falsely claiming its required by law that they have my birthday just to let me pay for parking. This is completely ridiculous and false. And they got my birthday under false pretenses that this was being done to comply with the law when in reality most likely their terms of abuse and privacy encroachment policies allow them to use my personal information such as birthday for perverted purposes which could expose me to risk of identity theft and other *****. This is the real reason they wanted my birthday.

  Business Response

  Date: 01/04/2024

  Please note we do NOT sell anyones personal information. Knowing your birthday helps ensure we provide you with age-appropriate products and services from within our company ONLY. You are not at risk of identity fraud , or any other ***** as mentioned in your review. We also do not verify this information so if you are truly uncomfortable sharing this you can decide what you enter (which does not need to be your exact information) but could be something within range of your birthday to ensure you are getting the right products and services best suited for you. Additionally, you are always welcome to request your profile be deleted if you do not choose to have one with us. You may send this request to *************** and they will handle it promptly.

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 20894561
  
  I am rejecting this response because:

   

  its foolish to think you arent using this for purposes other than verifying you are providing age appropriate services.  Like, what are you interested in getting into the **** business or something?  What other age appropriate verification do you need to do?  You reserve the right to change terms at any time so you are thus reserving the right to abuse my information whenever you please, if you arent already.  Every piece of information you collect increases risk of identity theft since everyone gets hacked.

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

  Business Response

  Date: 01/08/2024

  Hi Jpsh,

   

  It's really upsetting for us to hear the inconvenience caused to you by providing your personal information. This is a first case that a customer is complaining about providing their date of birth, though we have already provided an option to either skip that step or it is not necessary to provide the right information. As we mentioned in our previous reply, it's just for the purpose of displaying "age appropriate" content that helps customers who might need additional help especially elderly people. It's a very easy process to remove your personal  information by deleting profile upon request. Please send us an email to *************** to delete your account so this issue can be resolved at the earliest without much hassle. We apologize for any inconvenience caused to you by this issue. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:11/19/2023

  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 was triple charged by way.com for airport parking. Overcharge for $245. They charged me for 3 parking spaces instead of one. They refused to refund.

  Business Response

  Date: 01/04/2024

  Please share with us the email you used to make your reservation(s) or the reservation numbers if you have them as I am unable to find anything under the email address you provided. 

• Initial Complaint

  Date:11/08/2023

  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.

  Way.com showed lower prices when you're paying through their website and then charged higher prices on my credit card. Even I called them they made me go through multiple supervisors and told me they couldn't do anything now that the payment went through.The website showed 16 dollars per day as per screen shot. They charged 118 on my credit card.

  Business Response

  Date: 11/14/2023

  Thank you so much for your review. We truly value your feedback and understand the frustration you have related to this parking reservation. The screenshot you sent shows the lowest daily price for that parking lot. Once you enter your dates and times there is a breakdown of the fees by day ( as often times some days are cheaper than others). Once you get to the checkout screen the complete total is listed and it is on that screen that you confirm the purchase ( assuming you want to move forward with the reservation). Please also note the daily rate is in inclusive of taxes and fees and all of that is listed as mentioned above on the checkout page. Once you book your card is charged, however you are always welcome to cancel any reservation you no longer want ( for any reason) as per our terms which is any time before the reservation starts. If you contacted us after the reservation started we are not able to issue any refund amount as per the terms you agreed to when you booked the reservation. 

• Initial Complaint

  Date:11/06/2023

  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.

  On Oct 26, I purchased event parking from Way.com for a lot at *********************************************************************************. This was for the Georgia vs Florida game at **************.Upon arriving at the lot, it turns out that Way.com is not authorized to sell parking at this lot. I was routed to another lot half a mile further from my event at ************** in a poorly lighted lot.In reaching out to Way.com, they told me that I needed to submit a receipt for where I parked. For an event such as this, I had no choice but to risk my vehicle by parking in the lot I did not pay for.Way.com intentionally committed bait and switch fraud. The attendants at the lot I paid for told me, "you're like the 10th vehicle from this company in the last hour."

  Business Response

  Date: 11/14/2023

  Thank you so much for bringing this to our attention. All of the lots we have listed on our website have first agreed to contracted terms in order to be listed on our platform. Unfortunatly in some rare circumstances there is an issue when a customer goes to park , this could be due to a number of reasons like a communication breakdown between the lot owner and the attendant, a road closure etc. Our policy as a company is to address the conern immediatly and remove the lot if needed.In this matter we were told there was not an issue at the parking lot in question from the vendor , and when we asked for the proof of where you parked instead ( as it is typically for events that parking is still needed and therefore you needed to pay elsewhere) this was not something you had to provide us. So we had to rely on our cancellation terms here , which does not allow for a a cancellation after the parking has started and ended. As a courtesy I will call a few other customers to see if parking went smoothly with them as we have not had other complaints that I am aware of - but please know we would never want you to pay for something you were not able to use at no fault of your own , it does not benefit us in any way to lose a valuable customer such as yourself for future business. It is worth mentioning Way.com does not own or operate any of the locations listed on our website and we are only a third parking booking platform of which we only make a small portion of each reservation. 

• Initial Complaint

  Date:11/04/2023

  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.

  I purchased a parking lot two weeks before my flight, near **************. Once I arrived at the parking lot I was told they got sold out and that there was no parking lot left for me and that I had to look somewhere else. This happened three hours before my flight. I had less than Three hours to find a parking lot where I can leave my car for the next 2 weeks. I decided to park at my work because I started panicking that I would miss my flight and would loose the money for my flight there was two of us around $3500 both tickets. (If I wanted to park at work I wouldn't have purchased a parking lot since I'm from ********** and for work remotely. I had no time to contact way.com. Once I returned back home and contacted way.com and they said they were NOT going to give me my money back because I had no proof this happened. I asked what proof did they have from the parking lot company? My car was not there they sold my parking lot. They never gave me my money back because I didn't purchase another parking lot and that's enough proof for them not to give me money refund back. I lost $269.28. would never go with them again.

  Business Response

  Date: 11/14/2023

  Thank you so much for bringing this to our attention.Unfortunatly in some rare circumstances there is an issue when a customer goes to park , this could be due to a number of reasons like the parking lot did not properly manage or close out their parking, flight cancellations may have caused customers to overstay their parking reservation and they did not reach out to us in that can and so on. Our policy as a company is to address the concern immediatly and ensure this doesn't happen again. We are truly sorry about the stress this unexpected situation caused, and had you called us we would have moved you to another lot nearby right away so you did not have to make other plans to park at your office. In matters like this we require two pieces of evidence in order to issue a refund - since we do not own or operate any of the parking lots we partner with. The first one is your alternate parking reciept from the location you ended up parking at , we then also contact the lot to get confirmation that there was an issue with parking spaces at that time. If we don't have those items we also check to see what happened with other customers around the same time. In this case we did not have any of the 3 items and therefore were not able to issue a refund. I will go ahead and reopen this case to see if there is anything else we can do to get this refund from the parking lot back to you - but please know it is extremely hard for us to prove that you did not make use of the parking without these three items , in which case they require us to pay them for the space that was held and not able to be resold. 

   

   

• Initial Complaint

  Date:11/02/2023

  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.

  We booked parking in August to fly out of ******. We were automatically signed up for a roadside service assistance that we did not want. Our credit card was then charged $1.95 per month. We had to call the credit card company and Way.com to get it resolved.

  Business Response

  Date: 11/14/2023

  Thank you so much for your review, we truly value your feedback. When booking a parking reservation on our website you are given the option to opt in to a free trial of our roadside assitance program. By opting in to this free trial the benefits start immediatly which include a discount on your current parking reservation as listed on the confirmation screen. After you book the reservation with this attached you get an email regarding the trail and all the services included and before the subcription starts charging you ( after the free trial has ended) you get another email to let you know it will be charging you and when. You are able to cancel this at any time if this is something you no longer want. The reason you were charged is because you opted in and did not cancel the membership until after you were charged. In future I would encourage you to call us at ************ to assist you with the booking process to ensure nothing is missed so there is no confusion in the future. We value you as a customer and hope you will try us again in the future. 

• Initial Complaint

  Date:10/29/2023

  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 my flight cancel with frontier last weekend and emailed way.com the same day. They are refusing to refund me even though I provided all the proof and information necessary. I did not intend for my flight to *********** to cancel... I really wanted to go. I deserve a refund due to not using the reservation. They kept saying I emailed them the last day and show proof otherwise and kept making excuses. please I just want a refund for something I didn't use and I didn't intend my flight to cancel to change my direction in things.

  Business Response

  Date: 11/14/2023

  We are truly sorry to hear your flight was cancelled and you weren't able to use your parking reservation as planned. While we totally appriciate that this trip cancellation is completely outside of your control , therefore making the parking reservation usless to you - the issue we have is that you didn't contact us until AFTER the reservation had started and ended which means the space was held in our system and unable to be resold. When this happens , even if you didn't make use of the parking for even a minute, we are still required by contract to pay the parking location. It is important to note we do not own or operate any of the parking locations listed in our website , so we are not at the lot itself to understand that you didn't make use of the parking. As per our cancellation terms you just have to contact us BEFORE the reservation starts in order to get a full refund of the price you paid, and in the instance you can't do that you just need to contact us as soon as you know. As per the proof you sent us the airline informed you at 7:45am on Oct 21st but you did not contact us until the 23rd once the reservation has ended. As a one time courtesy I have added $15 credit for future use towards any parking reservation as an act of goodwill as we truly value your business and which to have you use us again in the future , this time with a full understanding of the terms we list on our website , app , and in the confirmation email. 

  Customer Answer

  Date: 11/14/2023

   I have not reached to you after. I have reached you the minute my flight canceled.  Please see attached of the email i sent to you . I had sent you two emails the 21st and the 23rd. I sent the one on the 23rd cause you never answered to the email attached please look at your records. I want a refund and a manager.  Thank you.

  8Complaint: 20796580

  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/15/2023

  Thank you for providing that additional image as the one you first sent did not have the date. I was able to find that you had different ticket numbers created in our system , therefore different threads and different agents helping you.  I truly apologize for the issue that happened here. While your request is still outside of our terms because the reservation had already started by the time you contacted us, we should have made an execption for you and process a refund for all of the days that didn't start yet due to the flight cancellation. In this case and because we dropped the ball here I will process the full refund back to your credit card. The amount will appear in 5-7 business days.