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

• 

  Global Airport Parking, Inc.

  1440 Coral Ridge Dr # 430 Coral Springs, FL 33071

• 

  Motel 6 BDL Windsor Locks Airport Parking

  3 National Dr Windsor Locks, CT 06096

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:10/26/2023

  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.

  Made a reservation with way.com on August 5th for a parking for a total of $42.18. When I showed up at **************************** Parking, they told me they were no longer affiliated with way.com and I could not park there. I have made multiple attempts to get hold of way.com but I have not been able to. Reservation was sept 15- sept 19. Confirmation No. # OGI29069015

  Business Response

  Date: 11/14/2023

  Thank you so much for contactings us and we are truly sorry for the issue that occured here. The parking lot discontinued their contract with us but did not properly let us know as per the terms of their contract. This resulted in your case where customers went to park but were not allowed to do so.Had we known in advance we would have moved you to another lot prior to your reservation start time. I have looked at your reservation in our system and I see it has already been cancelled and for your reference we have a support team that is available 24/7 , 365 days a year. The number , email and chat are all available on our website , list in the app , on your confirmation email and again on your credit card statement. There may be a hold time depending upon the time and season you are available but our team is available to help whenever you require it. If you need anything else please let me know otherwise I will consider this matter closed. 

• Initial Complaint

  Date:10/21/2023

  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 10/13/23 I purchased a parking pass for ****** parking but in the email I had received, it said that I didnt finish paying for my transaction. I went back to the website and purchased it again and this time only to learn that I had been charged twice for the same dates and times. On the app, it says You can cancel parking up to 24 hours in advance for a FULL refund. Guaranteed money returned, no questions asked! This means I would receive my full refund back into my account. After a few days I saw that I never got my refund so I looked up online about the process and in small print it said that my refund was only available by way bucks or in other words store credit. If this is a policy, then there should be no reason as to why it says Guaranteed money returned, no questions asked! Store credit is NOT a full refund like the app promised to provide. This is just false advertising and lying to customers. I would like a full refund back to my card as promised, no questions asked.

  Business Response

  Date: 11/16/2023

  Thank you for your review. Please note that the email you recieved was not an email that was prompting you to complete your booking but rather one to download the app so that you can access your confirmation email. As for the refund terms , what is listed is correct - you can cancell for a refund prior to the start time. No small print , HOWEVER if you cancel from the app we only have the option for waybucks and that is listed there is huge bold letters of which you had to check a box that you confirmed the refund was in waybucks. Alternatively you can call , email or chat us and we will cancel you for a cc refund. I have removed the waybucks from your account and processed the refund back to your credit card. Sorry for any confusion that might have been caused with either item!

• Initial Complaint

  Date:10/19/2023

  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 reserved parking at ************* ***************** ********/18-24/23. The shuttle driver taking me to *** the morning of 9/18 completely missed my terminal (he was notified when I got on the shuttle which airline I needed) dropping me off 2 terminals away. I barely made my flight. It was a nightmare of racing through ticketing/security then to my gate with approximately 5 minutes before doors closed. Upon return on 9/24 after flight delays, I called for the shuttle to pick me up at the terminal, only to find that they stop service at 11:30 pm. This info is not clearly featured on the app - its tucked away in a drop-down tab. Customers need to know this up front. I had to take a taxi back to the garage from the airport. Request compensation for monetary damages and extreme emotional distress.

  Business Response

  Date: 11/16/2023

  Thank you for your review and I am truly so sorry for the frustration that was caused here. Please note Way.com does not own or operate any of the locations listed on our website but we will provide this feedback to the location itself who employs the shuttle driver who missed your terminal when taking you to the airport. As for the shuttle info please note we list it prior to you booking , on your confirmation email and in the app. We agree this is important information which is why we make sure to list it in several places for you to see. At this time we are not able to issue any refund as you did make use of the parking and the shuttle as per it's operating hours. I truly apologize for the frustration this shuttle has caused and will make sure the feedback is given to the facility. 

• Initial Complaint

  Date:10/17/2023

  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 booked 1 parking spot at Aloft Westin on September 6, 2023 for $197.35 using my Chase credit card. Parking dates Dec 29 2023 to Jan 11, 2024.When I check my credit card, Way.com charge me $520.37 for 3 parking spots . So I disputed the 2 charges through my credit card, they credited my account $323.02., balance left was $197.35.I disputed just the 2 parking spot since I only need one parking spot at Aloft Westin for $197.35 However, when I check my reservation through Way.com account, they cancelled all the reservations. I called way.com about the $197.35 they owe me for cancelling my reservation and was told that it's being disputed. Been emailing them several times and being told that it will be credited. The last email I sent them Oct. 9, 2023, didn't get any response at all. Til now I haven't gotten any refunds.

  Business Response

  Date: 11/15/2023

  Thanks for your review. You were charged for 3 reservations because you added 3 reservations to your cart. In future if you have an issue with a charge please contact us directly we are happy to help you sort it. When you disputed instead of trying to resolve with us the bank held all the funds and the entire order was cancelled in our system. I will make sure to provide you with a refund for the reamining amount (which will need to be done manually becasue of the disputed status) please allow **** business days for this additional refund to process. 

• Initial Complaint

  Date:10/12/2023

  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 spot on Way.Com. The website without my authorization signed me up for a subscription service Called Way+ Saphire and I subsequently started receiving $2.95 charges daily on my credit card. When I contacted their customer service via email, they told me that I had the option of opting out of this subscription at checkout, but I do not recall seeing the subscription on the checkout and it did not show up on my receipt for the original purchase. I never wished to purchase this subscription. I dispute that I ever even had the option of seeing the subscription service or even had the option of opting out. When I contacted customer service, they told me that they would cancel the service but would not refund me any accrued charges on my credit card

  Business Response

  Date: 11/15/2023

  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 (depending upon which parking location you have selected) 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. As a one time courtesy I will issue you a refund for the $2.95 you were charged. We value you as a customer and hope you will try us again in the future. 

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20730013
  
  I am rejecting this response because the explanation is neither accurate nor truthful.  (1) the explanation alleges that I can opt-in to an additional service.  This is not true, as when I made a non-related purchase on the site, I was automatically signed up for the additional service without opting in.  It may be true that there was some cryptic and non user-friendly way to opt-out of the service, but I did not see it nor did I even know that I was to be automatically signed up for an additional service.  Therefor, it is possible that there was an opt-out option, not an opt-in option as represented by the vendor (2) I did not receive any emails letting me know that I neglected to opt-out of a service that I never wanted (3) I was charged $2.95 per day for the service, not a single charge of $2.95.  I am lucky that I checked my credit card statement after only four charges.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/12/2023

  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.

  This is a pure fraudulent company with extremely unethical staff. *** E, ********************************* and ***** are unethical. I filed fraud with my bank, because I called and left multiple messages with Way, and they never returned my call to resolve the issue so I reported fraud to the bank. I paid for an extra night of parking, but then was charged again at the parking structure. Simply I paid twice, and it should have been an easy issue to resolve. Once I reported fraud with my bank, then Way finally reaches out to resolve the issue on 9/3/2023. *** asked for a letter from the bank to say that the fraud claim was closed, and that I was charged back. I provided the paperwork from the bank that had all the information requested, but now as of last night they wont refund. They had me close to fraud case to resolve, then when it was closed screwed me over again. Pure unethical pieces of trash! I asked to file an official complaint and for supervisor information, but they are straight hiding at this point. I am actually traveling to that area in a few weeks for work, so I am stopping by and have a little chat in Fremont! They are frauds and dont deserve your money. Don't hire any staff that come from Way.com.

  Business Response

  Date: 11/15/2023

  Thank you for your review and taking my call. After talking with you and reviewing all items for this case it is clear our team did not properly handle this and I have issued you a full refund that will appear back on your card in 5-7 business days. We are truly so sorry for this issue and I will work with the team to make sure this sort of mistake doesn't happen again. 

• Initial Complaint

  Date:10/11/2023

  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.

  My husband reserved a parking lot through Way.com on August 7, 2023. At the same time, we found out that Way.com just make reservations without contacting the real sites (Courtyard Arlington) and a lot of people got there and were told that they don't have any spots to park. We canceled the reservation right away (made a reservation at the airport) and called our bank to cancel the transaction. It was still pending so the bank told us to call in a few days. Way.com canceled the reservation but didn't refund the money (the website says they refund fully, which is a false) and they claims that they put the credit on our account for a future reservation with them. We will never use them since they are scammers. We want $83.15 back to our credit card or a check sent to us.

  Business Response

  Date: 11/15/2023

  Thank you for your review. I was unable to look up your reservation with the email or phone number provided. I did call and leave a voicemail to get the email you used when you booked or the reservation number but got your voicemail. I do however want to clarify a few points - we NEVER list a location without their authorization. In this case the person who approved the arrangement did not have the green light from the Owner of the hotel and we were not made aware of this issue until customers were being turned away. We are just as frustrated as you are that this happened because we have lot valuable customers due to this mix up. We gain nothing from listing a location we don't have an arrangement as customers will most certainly dispute which costs us more than just the amount the customer paid. When you cancelled the reservation in the app you selected a waybucks refund , in fact it says in bold letters are you sure you want a waybucks refund, and you have to check yes to move forward. The reservation was properly cancelled and refunded as per the refund method you selected. I am happy to change the refund method for you so you can have a credit card refund , I just need the information for your reservation. I understand your frustration with this matter but please know we have sorted things with the lot and we have put steps in place to make sure that this doesn't happen again. Our customers satisfaction is of highest priority. 

  Customer Answer

  Date: 11/15/2023

   Complaint: 20726758
  
  I am rejecting this response because:

  Please refund to the credit card. Here is the reservation info. 

  Name: *************************;

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

  Order Number
  OGI29095132
  Booked Date
  Aug 08 2023 02:03 AM GMT
  Cancellation Date
  Aug 08 2023 02:21 AM GMT

  We cancelled in 18 minutes after reading bad reviews. There was no option to get a refund to our credit card. We even called our bank to stop the charge. I read so many complaints everywhere. If you are advertising full refunds, that means full refunds to credit cards. Not as Waybuck or something we can only use with your company, which I will never use. You said you gain nothing, but this is how you are making money. Keeping $$$ for the reservations people cancelled. I complained to BBB and hopefully will get a refund, but I'm sure most people just don't fight. We parked at the airport parking which we paid directly to the airport. It was more money but we were not refused when we arrived. If we ended up getting refused at the parking you say you have a contract with,  we wouldn't have gotten on the airplane on time. 

  Thank you for trying to resolve this issue. 

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

  Business Response

  Date: 11/17/2023

  Just to clarify I am happy to switch your refund to a credit card refund instead of the waybucks refund you selected. This is the case for anyone if they select this method of refund on the app.You can also call , email or chat us to get a credit card refund any time prior to the start without having to select the waybucks refund to start.  Please provide me with your reservation number so I can sort this for you. As mentioned I am unable to look up your reservation with the information you provided. 

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20726758
  
  I am rejecting this response because:

  Here is the same info again. I don't understand why you can't look it up with the info I sent, we only have this order number from your company. The screenshot attached. 

  ******************** 

  Cancellation Reason
  Trip Dates are updated
  Order Number
  OGI29095132
  Booked Date
  Aug 08 2023 02:03 AM GMT
  Cancellation Date
  Aug 08 2023 02:21 AM GMT
  
  Sincerely,
  
  *****************

  Business Response

  Date: 12/05/2023

  Thank you for responding with that information. I have removed your waybucks and processed your credit card refund. This will appear back on your card in 5-7 business days. Please note a credit card refund is ALWAYS an option as long as you cancel within terms and request the cc refund. You proccessed your cancellation in the app and selected waybucks which is why you were refunded in this way. I hope this has resolved the matter for you. 

   

   

• Initial Complaint

  Date:10/10/2023

  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.

  Unable to use the prepaid airport parking reservation. Way.com directions sent ** to the wrong parking lot - ***** ******* instead of Laurel ******** Subsequently, we realized through a ****** search that Laurel ******* is called Premium *******, and the address is different than on the reservation as well as Way.com's app directions. Time constraints did not allow us to sit on hold with Way.com to resolve the issue. I am seeking reimbursement for the amount paid to Way.com of $73.39 and the amount of $129.50 paid to the lot we actually used.

  Business Response

  Date: 11/14/2023

  Thank you for your review. Please note that Laurel ******* is one of the busiest parking lots on our website. We send thousands of cars a month to this parking lot with the same address we provided you on your confirmation email. I am not sure what navigation system you used to try to get there but if you used the one in our app it would have taken you right to the lot. As per our policy we are unable to issue a refund for a space that was held and not cancelled as per our terms which is before the reservation starts however if you send us a copy of the receipt for the location you did make use of instead I will provide you with a waybucks refund for the amount you paid Way.com to be used on any future reservation or any of our other products within our app. 

• Initial Complaint

  Date:10/08/2023

  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 downloaded the app and purchased one-time airport parking in May. I again purchased airport parking in August. I was surprised to notice today that I have been charged monthly since May for a subscription I did not sign up for. As a user I believe that I should be required to opt-in to a subscription and not have it automatically set up without my consent. I was not able to figure out the subscription in the app but after some poking around the website I was finally able to see the charges and cancel. I dont think I should have been charged since May for this.

  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:10/08/2023

  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 did a insurance policy online. In the middle of it pending I got a call from way.com saying that the policy online gives false pricing so they are calling to do it over the phone. I asked her would it be a issue if I already had one pending online. She said no. We went through the process and the insurance I did online end up going through before the one we did over the phone so I told her I would stick with that because its cheaper. The policy she did was already pending in my account and I told her. She said it should drop off because we did not finalize and you dont have a policy with them. It did not drop off and they wanted me to go through my bank to get a refund. I did and I just got my refund back. And now they charging me again for that same insurance that I do not have.

  Business Response

  Date: 11/15/2023

  Thank you for the issue and I apologize for the frustration this has caused. I have esclated this issue with our Head of Insurance. Someone will be reaching out to you to get this fully resolved.