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:10/06/2023

  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.

  This company is a scam. I paid for parking and they sent me an email telling me to download their app in order to scan into the parking lot. I don't have a smart phone, and told them so. They sent another email I was supposed to use to get in the lot. Bottom line, that failed, and I had to pay the lot another payment to park. No time to find a different lot, as we had a plane to catch. Been trying to get a refund after phone calls and emails for almost 5 months. Still nothing. Latest email tells me to contact the lot for a refund.

  Business Response

  Date: 11/15/2023

  Thanks for your review. I got a chance to look in to this case and I do see that the agent sent you exactly what you needed to be able to park your car at the lot. I am not sure why the lot charged you there and we did speak to them about this and they agreed to issue you a refund. I know you mentioned a few times that the this was not the lots issue but I just want to confirm with you that not only did we send you exactly what you need, but they also have a system where your reservation is stored , and as a backup we email them a copy as well. They have confirmed with us that they were going to issue you a refund. If this is not sorted by them please let us know and we will work with them to sort this. 

• Initial Complaint

  Date:10/05/2023

  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 made a parking reservation for ***************** parking on August 5, 2023. Within minutes I determined that it was a mistake, and tried to find and cancel my reservation. Way provided no confirmations:No Invoice was provided No confirmation was provided No call back after multiple attempts to call over several days No ability to find the reservation on your website No ability to Cancel the reservation I called them two dozen times and sent a dozen emails in the next two days. I told them I did not want the reservation, and I requested a refund on August 7th.They ignored all requests and call backs for days. I finally had to dispute the charges, at which time they finally responded to my email saying that since a dispute is filed, they will not address my issue.In my opinion, this company appears to act fraudulently and should be fined.

  Business Response

  Date: 11/16/2023

  Thank you so much for your review. I looked in to our system and have not been able to find any calls whatsoever from your number ( Please see the image attached). I did also confirm a confirmation email was sent to you ( maybe it is in your spam folder). We list our number and email on both our website and app , and we have chat available on our website as well. In addition you can also locate your reservation right from our website and app but creating an account and logging in . The reason the we reached out to you after you disputed was to get a better understanding of why you were disputing since we had no previous communication from you. We are truly sorry any confusion or frustration this has caused. 

• Initial Complaint

  Date:10/04/2023

  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.

  To Whom It May concern:I am a single mom of the, and I feel as.if I was robbed at daylight. I paid for a parking space on Sep 30th that did not existed near the airport *** in *******. I waa.goin on a week vacation with my **** son and my daughter. I purchase on their website, I paid $50, fo a 7 days parking. When we got there at 4:30 am of the 4th of Oct. A nightmare. They don't exist, it is a fraud.They did nor honor what we purchase, and I had ro spent more money to leave our car. I am asking some compensation on the headache and inconvenience that was caused, My son who is 12 yold got apprehensive and anxious because we almost missed our flight. I hope you can help me Thank you. Very much

  Business Response

  Date: 11/14/2023

  Thank you for reaching out to us. I did look in to your reservation and the parking lot you booked is in fact a operating lot. In fact is it one of over busiest lots in ******* , we successfully park hundreds of cars there each month. Sounds like you might have gone to the wrong place? Did you try calling the lot or way.com when you had trouble finding this location? Please let me know these details so we can further assist you with this matter as per our terms. 

• Initial Complaint

  Date:10/03/2023

  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.

  On 06/19/2023 I made a parking reservation at way.com. The reservation is from 06/23/2023 to 06/30/2023 at **************************. My confirmation number is OGI28109243 About 1 hour after making the reservation, I found that I need to change my flight schedule. So I call them at ************ for 1 hour with no one answering the phone. At the same time I also tried their online chat function to connect to their customer support. The "online chat" turned out to be a joke. It just kept on asking me to wait another 20 minutes for the next available customer service representative.I checked their refund policy which said "you can cancel any time before the check-in time for a full refund". So they need to issue me a full refund although I tried hours to reach them.Later I disputed the charge with my credit company with wellsfargo. But ********** rejected my dispute request saying "We are unable to obtain a refund on your behalf because the merchant has no record of your request to cancel".What a scam! You didn't pick up my phone or answering me with online chat and at the same time claiming with my bank that you did not receive any cancellation request from me!

  Business Response

  Date: 11/15/2023

  Thank you for your review. I did look in to your call logs and do see that you called twice on the 19th. The first call was just over 11 minutes long and the second was just under 4 minutes long ( please see the document attached that shows this directly from our call system). I don't see any chat records or emails from your end , I do however see that we emailed you on August 13th to understand why you were disputing so we could help resolve the matter , we also called you on October 8th and got your voicemail. We are sorry for the longer than normal wait times - if you are not able to wait which we fully understand please know that you can edit your reservation right in the app or send us an email. So that we can resolve this matter asap can you please let us know what dates you did park and what service you used to do so, as you mentioned your flight was not cancelled just needed to be changed. We are committed to getting this matter taken care of. Thanks !

• Initial Complaint

  Date:10/03/2023

  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 booked through WAY, for parking in ******* dates 9/30 - 10/13, they charged my CC $164, My wife arrived at the parking location @ 8:00 am but was told the lot was full, she ended up having to park @ the *************** so she wouldn't miss her flight. The cost was $47 a day, I had to drive back down to A/P (140 Miles RT) with a friend to pick up my car @ the lot so I wouldn't have to pay ****** to park. I just checked my CC statement & saw that they did charge me! I called Star ******* parking they said it was out of there hands because it was booked through Way.com. I called Way & was told that they sent out an email the morning of the flight stating that is was booked & referred me to another lot. #1 I never received any email and #2 I was already on the road headed to the airport. ******* at Way said that I had to send my receipt for the other lot before they will reimburse me. I'm sure he enjoyed my colorful words as I enjoyed spewing them out. As I can see with past reviews it is a common practice to overbook, I'm mad as h*** right now!Thank you, *****************

  Business Response

  Date: 11/14/2023

  Thank you for your review - I did confirm that your reservation was cancelled and refunded in full. I am truly sorry for the issue that happened and I want to be clear we do not ever oversell parking locations. I can understand why you or others might see it that way as you went to park and a spot was not there, but it is important to know that the parking lot has full control of the parking capacity and in rare instances customers might not pick up there car as per what the scheduled due to flight cancellations or delays or other various reasons. We urge the lots to inform us if this happens and in this case the lot did so we moved you to another parking location that could accommodate you and we reached out to you with the contact information you had on file. We are so sorry you missed this notification and still went to the lot which did not have space to accommodate you but please know that this was not something that was done on purpose - we truly value your business and never want you to have a bad experience like this. I do understand we have several reviews like this , as ever airline has several reviews that mention flight delays , cancellations etc - but please know that in comparison to the 6.5 million active customers we have this is a small fraction and a big misconception of what has actually occurred in this event. We are sorry about the frustration this has caused , please know we continue to work with our vendors to reduce the instances in which this happens by reducing their capacity if this comes up more than once even though this happening is not related to the vendor itself and rather to the customers who book etc. 

• Initial Complaint

  Date:09/28/2023

  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.

  Warning. I believe Way.Com is a company whose business model is to scam their customers. Here is my experience with them to support this belief. I was a repeat customer with **********************, using the site to inexpensive options for offsite airport parking in *******. On September 26, 2023, I went to their website to again search for parking. I was a repeat customer, and they had my credit card information already on file. If you have used their website before, you would know that the only way to get the actual price (including taxes/fees) is to add the product to your shopping cart, and view the shopping cart. Then, and only then can you see the actual price. I did this for an offsite parking site in *******, but then I closed the browser tab because I didnt want to proceed with the purchase. I ultimately ended up booking parking with a different company alltogether. 2 days later, I saw a charge on my credit card statement from Way.Com. It turns out they billed me for that parking that I added to my cart 2 days earlier. I never accepted or clicked a submit button to authorize the charge for that reservation. Furthermore, I never received a confirmation email telling me that I have a new reservation, alerting me to this charge. I believe they broke the law here, by charging my credit card without having my authorization. I also believe this is systemic for this company, and they probably do this to many customers, as it may be a part of how their business model is designed. Very shady. I will never use Way.Com again, and I warn anybody and everybody to stay away, as businesses like this need to be dissolved.

  Business Response

  Date: 11/14/2023

  Thank you for taking the time to review your experience and I apologize for the delay in responding here. I can assure you there is no way a reservation can be made with out you approving it , in fact you must slide to confirm the booking so there is no chance of someone accidentally making a reservation. I did also confirm that you did get a confirmation email - I am unsure if that landed in your spam folder but we get a carbon copy of this send to our email as well and it was in fact there. Please know we would not benefit in any way by having this sort of business practice. As a third parking booking service we only make a small amount of the reservation total and this sort of practice would result in many disputes which would actually cost more than the amount we make from each reservation. We value your business and we understand accidents can happen especially when you are navigating between different websites to find the parking that best fits you. Please send us a copy of the reservation you did use and we will work with you to get you some sort of credit to compensate you for this mistake. 

• Initial Complaint

  Date:09/27/2023

  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 Sunday, Sept. 17, 2023, I received an email from *************** encouraging me to complete my reservation for Phoenix. I had not been looking at reservations for Phoenix, or any reservations recently, so I immediately checked my account. No reservations, nothing in my cart. I removed all credit card info from the app and changed my password.On Monday 9/18/23 I received two more emails from ***************. Both emails offered discount codes to complete my reservations for *******, and ******* (Midway). I hadnt looked at either of those cities, and wouldnt be making parking reservations for either. I again checked my app and purchase history, as well as my cart, nothing for either city. I immediately contacted *************** to let them know about the emails and ask if they had been hacked or if my account was breached. The response - your unsubscribe request has been sent to the appropriate departments. I emailed back and stated that had nothing to do with what my email was discussing. And again reiterated my concern about a hack. The response - you get these emails based on your search. My response I know this and as I stated in email #1 I did NOT search these locations - thats why I was afraid I was hacked. Screenshots were requested as was confirmation of the email address, all of which I provided. I was then advised it was escalated to the marketing team (this shouldve gone to IT) and it was resolved on Sun. 09/24/23. I requested to know what the resolution was and received no response. On Tues. 09/26/23 I received another email offering a discount for my search, this time the search was for ******** (again which I did not search). I immediately checked my app - this time there was a reservation in the cart (I deleted). I tried to change my password, but it was set as something differently than what I had set. Thankfully I was an able to reset via forgot password. My account was hacked. I emailed way. The response - escalated to mktg.

  Business Response

  Date: 11/14/2023

  Thank you for your review and I apologize for the delay in response here. As mentioned in our communication outside of the bbb this was a system error that created this issue for several customers. We have resolved this error and we can assure you that your account was not hacked and no information was compromised. We apologize for the frustration and concern this bug caused you.

• Initial Complaint

  Date:09/26/2023

  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.

  When I made reservation for airport parking, the site said I'd get a full refund if I cancelled before the date of my reservation (Sep-28 to Sep-30). I cancelled today Sep-26 and it only gave me the option of Waybucks. At no point was this made clear to me during the reservation progress. I did cancel for the Waybucks because I don't know how long it'd take to resolve this dispute.

  Business Response

  Date: 10/06/2023

  Hi ******,

  We are sorry for the experience you had while using our services.Please note that we have explained in our cancellation and refund policy that when you cancel a reservation online, that will give you Waybucks /credits which appears immediately to your Way account that can be used against your future reservations with us. This option is for the convenience of customers who doesn't wants to wait for the refund period of **** business days to make changes or a new booking. However, you can reach out to our customer success team anytime on ************ or *************** to reverse the charges back on your card or if you need help to refund the order directly to your original payment method, we are always happy to help you. As per your request, we have reversed the charges back on your card and that will be reflected in **** business days. If you need any further help, please do not hesitate to contact us.Thanks for your understanding.

  - Way Team

• Initial Complaint

  Date:09/25/2023

  Type:Delivery 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 purchased parking in ***** through the ************ However, on my way to park at the garage. I discovered that the address provided in the Way app was incorrect and led to a closed road with no parking. I made several attempts to contact the garage using the phone number provided via the Way app. When we finally reached a live person, we were informed that they do not accept Way Parking vouchers. Consequently, we had to pay double the price for parking at the port, rendering the parking voucher we had originally paid for unusable. I am very disappointed and frustrated by this experience. I attempted to explain the situation to one of your representatives, but they were dismissive and refused to refund my money. We paid for an unusable service and were not provided with accurate information to allow us to utilize it. I checked the app today and noticed that the voucher was noted as "order canceled, refund processed." I have not received a refund. Today, I learned from my research on this company I am not their only victim. This same scenario has occurred several times. I attempted to dispute the claim with my bank. I've been working on getting my money back since July. However, *** refused to credit my account. These are all fraudulent practices. As a result, I am filing a complaint with the Better Business Bureau.

  Business Response

  Date: 11/14/2023

  Thank you so much for your review and I apologize for the delay in responding. I am sorry to hear you had trouble parking at this lot. It is in fact a partner of ours that does have a parking lot at the address listed. I am not what happened the morning of but we parking about 30 cars a month at this lot with no issues. Please provide a receipt for the place you parked instead. As per the dispute you filed the reason the bank did not issue a refund is because it is an active lot , with the correct address and the reservation was not cancelled before the reservation started as per our terms. We are happy to reopen this case for you and look at any other proof you might have regarding this matter to see if we can further assist you. 

• Initial Complaint

  Date:09/11/2023

  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 was charged for parking 8/10/23.I went to park 8/11/23. Parking attendant denied me parking when I arrived.Called Way.com, they confirmed that the attendant asked me to leave. Way.com did not issue me a refund. They said I need to get an email from the company in order to get a refund. The company does not have any contact information, even through their app. Also, even if I could I dont want to contact the company, because they are rude and unprofessional.

  Business Response

  Date: 09/20/2023

  Hi Calum,

   

  We are extremely sorry to hear about your experience while using our partner's parking facility. Thanks for bringing this issue to our attention. Please note that Way is only an online marketplace that do not own or operate any of the facilities listed on our website or app physically. However, we understand your frustration and as a valuable customer we look into your issue seriously. We have tried to reach out to the facility to investigate up on this issue but unfortunately, we couldn't get in touch with the right person. Could you please elaborate why you were denied parking by the facility? We request you to provide us with an alternate receipt of the parking that you've actually used to support your claim for a refund. Once you send us the receipt, we can request an approval from the lot as we are liable to pay to the lot for each spot allocated to our customers as per the contract we have with them and they will charge us for that space if refunded without their approval. We will try our best to resolve this issue at the earliest and will make sure that such incidents are not repeated again in the future if proven. Thanks for your understanding and cooperation.

   

  - Way Team