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:09/06/2023

  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.

  I used way.com to park my car near *** airport, and used Apply pay for the payment. After doing business with them, I found that there were some automatic charge of $1.45 after a few weeks. I wasn't sure what was that for, thought that my credit card was stolen and had to replace my credit card. Later I saw more charges, still not sure what was the issue, as I have never received any email or mail or text explain this. Today (2023/9/6) it charged me again, and I logged in the app and finally found that there is this "Way Plus Sapphire" thing that's charging me every month, not sure what that is for, no way to cancel it via the mobile app. Tried login the website, and finally able to (I think) cancel the subscription. Totally scam! I want to confirm that the subscription is cancelled the the charges are refunded to me!!

  Business Response

  Date: 09/25/2023

  Hi Hongbiao,

   

  We are sorry to hear about your experience while using our services. Way+ Sapphire subscription plan is a premium plan that is automatically added to customers who had a purchase of $30 or above, which will give them discounts to all services through Way.com like parking, car wash, gas, roadside assistance, etc. However, we have cancelled the subscription as per your request and you will no longer receive any charges for this subscription. If you need any further assistance regarding this, please reach out to our support team at **************** Thank you.

   

  - Way Team

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat acceptable. 

  Silently auto signing up without any confirmation notification is SCAM, no doubt! However, given that way.com was able to cancel my membership after I caught it, and refunded these scammy charges, I am fine to let it pass this time. 

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

• Initial Complaint

  Date:09/06/2023

  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.

  On 6/24/23, I was browsing the internet for cheap parking for my daughter at *** airport, who was flying out early morning the next day. I saw a pop up for $8 a day parking and proceeding to explore that option. I started to put in my information including my credit card. Then the website, way.com started to ask very private questions and I was concerned that it was a scam. So I closed the window without final confirmation, purchase, etc. Then I searched "way.com scam" and saw hundreds of bad reviews with the BBB and more. My daughter decided to uber to the airport and did not need parking. The next morning I saw a charge for $160 on my credit card. I immediately called way.com who told me that it was past the time to cancel and they have a zero refund policy. I told them I never confirmed the purchase and was never given a final quote. They wouldn't do anything about it. I decided to dispute the charge with my credit card company, who was unsuccessful in getting the refund. Way.com should be sued for all of the fraudulent charges that I see other people posting about as well.

  Business Response

  Date: 09/25/2023

  Hi ****, 

  We are sorry to hear about your experience while using our services. As an online marketplace that serves as a platform to book parking reservations, unfortunately, we have encountered some bad reviews regarding a few parking facilities listed on our website and customers' experience with them. But we never own or operate any of the facilities physically despite of confirming the parking spaces as per the contract we have with 500+ parking lots across US and a few in ******. We are grateful to the large population of regular customers who are happy with our service and we always try our best to deliver the best satisfactory experience to all our customers. However, we are sad to know that you had an issue while trying to book with us but so far we don't have any issue with our website or app regarding payments. You will get an immediate notification when your booking is confirmed and a confirmation email will be automatically send to you as well. You can access the same information under your profile through the app or website. The reservation can be cancelled anytime before the start time of your reservation for a refund. Our cancellation and refund policy doesn't allow us to initiate any kind of refunds after the check-in time because the parking lot will consider that as a loss of business and they will charge us for that space as per the contract we have with them. We have provided an option to skip the personal information if you don't want to fill up that but we are unsure how you missed it. Apart from everything above we always have a 24/7 support line and you can always reach out to us through a call or email and we are moreover happy to assist you if any clarifications needed. As a valued customer, we look into your issue seriously. If you have any further information to add upon this issue or need more help, please reach out to our customer success team at ************ or **************** Thanks for your understanding.

   

  - Way Team

• Initial Complaint

  Date:09/05/2023

  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.

  Used the app Way to reserve a parking spot near a venue on August 18, 2023 Location: ****************** The confirmation number of Way is #OG129242346. However upon arriving and notifying the staff onsite, (had my confirmation print out) he informed me that that particular parking location no longer worked with Way, so my parking pass was not honored. Attached is also the ticket confirmation for the additional $30 dollars I ended up having to pay to park at that particular site. I have already attempted to contact them via email (screenshot attached) as well as on the phone but I am just left with no answer. No one picks up the phone call either. I just want my refund and I want the system to be updated. Had the staff not notified me, my car could have gotten towed.

  Business Response

  Date: 09/20/2023

  Hi ******,

   

  We are sorry to hear about your experience while using our partner's parking facility. Thank you for bringing this to our attention. We have seen that this reservation has been refunded and that will be reflected on your card in **** business days. If there is anything else we can help you with, please don't hesitate to contact us. Again, we apologize for the inconvenience and we will make sure that such incidents are not repeated again in the future. Thanks for your understanding.

   

  - Way Team

• Initial Complaint

  Date:08/16/2023

  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.

  We paid for a parking spot in ******* for a week stay, when we arrived at address given there was no business just a vacant building. We called as we were getting pressed for time when the person answered the call and we explained what happened they merely hung up 3 different times! I ran a dispute through my credit card company with plenty of proof including a ****** map picture of vacant building with that address. We'll they got a hold of the company and the company gave them ******************. So my credit card company sided with them. I even supplied the receipt for the airport parking of ****** I ended up paying so we could make our flight. I supplied complaints from reviews with the same issue and my bank still sided with them. Please help me get justice for this by refund, companies like this need to learn. Please help. *************************

  Business Response

  Date: 08/25/2023

  Hi ******,

   

  We are extremely sorry to hear about your experience while using our service. Please note that Way is a third party online marketing place and we do not own or operate any of the facilities listed on our website physically. All the information listed are provided by the concerned lots themselves. However, we see that our dispute team has requested you evidence to support your claim but unfortunately, it was not provided. Please note that we have received no other escalations from customers regarding this lot pointing out the same issue so far. We always try our best to help our customers in all possible ways and that's why we have requested you to provide us with necessary proofs so we can escalate it further. Please reach out to our dispute department for further help regarding this issue and please provide the documents requested so that we can verify it with the lot and consider your refund request with them. Thanks for your understanding and cooperation in this matter.

   

  - Way Team

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20482069
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I also have pictures of building and lot with the address and I would be more then happy to provide ****** map also these are YELP complaints, go look for yourself 

  Business Response

  Date: 09/01/2023

  Hi ******,

   

  We sincerely apologize for your overall experience while using our service. We have escalated this issue to our internal management team for investigation and we are awaiting their response to take an action from our end. Meanwhile, we see that your bank has ruled in our favor and the funds has been released to us. So we have initiated a refund for you and that will be reflected on your card in **** business days. We just want to let you know that we are working as hard as possible to avoid such instances in the future within our limitations as an online market place. Thank you for bringing this issue to our attention and we will make sure to initiate proper action at the earliest once the investigation is completed. We look forward to a hassle free business experience with you. 

   

  - Way Team

  Customer Answer

  Date: 09/01/2023

  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.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/13/2023

  Way.com agreed to refund my money, I excepted, it has been longer then 7 to 10 business days and I have still seen no refund.

  Customer Answer

  Date: 09/13/2023

  Please disregard it went in at midnight last evening sorry to bother you 

• Initial Complaint

  Date:08/13/2023

  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.

  Several weeks prior to a trip to *********, I booked a reservation for a parking deck at ************************************* Parking near my hotel through WAY.com for $15. Upon arriving to the address there was no parking deck. I am 68 years old and was in a city I had never been in in my life. I rode around, trying to contact the deck at the number on my reservation and kept getting the message that it was not a valid number. Then tried calling Way.com and was put on hold forever. Had to find a parking deck in order to check in to my hotel and I went to the first one available and ended up having to pay $61 for that spot for less than 24 hours. I have sent multiple emails to WAY asking for $15 and $61 refund. They asked me to send proof that I paid $61 for another deck and I did that. They refunded the $15 but will not reimburse me for the $61 that I had to spend since there was no parking deck at that address. I asked multiple times for the contact info for a supervisor and have not received that.

  Business Response

  Date: 09/01/2023

  Hi ******,

   

  We are extremely sorry for the experience you had while using our service. 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. Unfortunately, we don't have an option to refund more than what is paid to us in our system. However, as a valuable customer we would like to offer you a 10% discount code that can be used multiple times. Please let us know if you wish to proceed with the same. If you need further assistance, please reach out to us on *************** or ************. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 09/03/2023

   
  Complaint: 20464614
  
  I am rejecting this response because: I do not want to use Way in the future so a 10% discount does not help me. Im asking for the $61 that I had to pay for a second lot in ********* as the first lot did not exist at the address given. Also the phone number for the lot advertised by Way was not a valid number. And I have asked repeatedly for Way to send me the email of management so I can appeal at a higher level and they wont do it. I was a ********************************************************************************************************************** advance, and trying to call the lot with the number provided which was not a valid number, then tried to call Way and was put on hold forever, then had to drive and find a lot that was available but cost $61 and was far from my hotel.  $61 is not alot to ask for the trouble they caused me. They asked me to send them a copy of the receipt, which I did, but then said they couldnt reimburse me, so why ask for the receipt???
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/12/2023

  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.

  The date of the transaction was August 11th. I booked a parking pass with the knowledge that should I need to cancel and have that money refunded, I would be able to do so. The cancellation policy for the park I picked even says that you can cancel anytime before the start of the reservation - money back guaranteed with no questions asked. I contacted Way through email and phone. The phone line was of course busy every time I tried it. My order number is OGI29151447. I would like a full refund as promised through their advertisement.

  Business Response

  Date: 08/31/2023

  Hi *******,

  We see that your reservation was cancelled and refunded back to your card on August 13th. If you need further help regarding this matter, please reach out to our customer success team at **************** Thank you.

   

  - Way Team

• Initial Complaint

  Date:08/11/2023

  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.

  July 30, 2023 ***** for parking $146.78 for towing I edited the original reservation to reflect the vehicle we were parking; changed our mind which vehicle to park in the lot. Edited the reservation 2 hours before we parked the vehicle. We parked the vehicle at 8:30 and it was towed at 9:32. The reservation allowed me to edit the vehicle as you can see from the reservation it matches exactly the vehicle towed. I contacted customer service and they said, "we don't show anything in our system that you updated the new license plate number". How can that be? My reservation which is attached matches exactly and I sent them a copy of my reservation. I asked WAY to review the documents I have attached and inform me what doesn't match. I haven't heard anything from them in 3 days. They are not responding to my emails. I don't know how their system doesn't show what my reservation account shows. Even to this day my app shows the following information. I do not know how to proceed and find the lack of ability to talk to someone for an explanation frustrating.

  Business Response

  Date: 08/31/2023

  Hi ****,

   

  We are extremely sorry for the experience you had at our partnered location. Please understand that Way is an online market place and we do not own or operate any of the facilities physically. We see that your case was escalated to our concerned department for investigation and we are still waiting for an update from the parking facility. Their initial response was there were limited spots for customers and that might be the reason they have towed your vehicle. We have asked them for further clarification on this issue and awaiting their response to initiate a refund for you. Again, we apologize for the inconvenience caused to you by this issue and we look forward to a hassle free experience in the future. If you need immediate help, please reach out to us on ************.  Thanks for your understanding and patience. 

   

  - Way Team

  Customer Answer

  Date: 09/04/2023

   
  Complaint: 20458300
  
  I am rejecting this response because this information is incorrect and seems to be a random excuse.  When I parked my truck the lot of approximately 15 parking was completely empty.  In addition when I went to get my vehicle the following morning at 8:30 am there was maybe 1 vehicle parked in lot.  This lot was never full or even close to full.  When I spoke to Way several times following this incident I was given a completely different response.  I don't understand how a company can continue to make up excuses for a service they offered to me and failed to deliver.  I paid for a service, kept my reservation updated and accurate, and put my trust that WAY could deliver on their end.  Way has continued to ignore my emails and has never followed up with me despite my request for escalation and a more thorough review.

  Sincerely,
  

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

• Initial Complaint

  Date:08/11/2023

  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 booked a parking spot online using their reservation service prior to air travel. I arrived at the place and they said they did not have a reservation for me. I insisted I had made one but when I gave them my reservation they said it wasn't there. Assuming if it wasn't there it didn't go through, I made a new one. When I made a new one, they way.com DOUBLE CHARGED ME. Not only that--my original DID go through. So when I got back from my trip I had gotten charged 3 TIMES for only ONE USE. I filed a complaint through my credit card company ****** and they said way.com proved that I had submitted three charges for only one use. My flight itinerary was for 5 days and I can only drive on vehicle. How/why would I have gotten charged three times??? I called up way.com and they were COMPLETELY UNHELPFUL. Also, their customer service wrote illiterate emails back to **** plan on following up with my lawyer. This place has an F rating for a reason. STAY AWAY FROM WAY.COM THEY WILL STEAL YOUR MONEY.

  Business Response

  Date: 08/31/2023

  Hi *********,

   

  We are sorry to hear about your experience while using our service. Please note that Way is an online market place and we do not own or operate any of the facilities listed on our website physically. We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. Hence, our refund policy doesn't allow us to process any refunds after the check-in time due to any personal reason of the customer including a mistake. If we initiate a refund without the facility's approval after the check-in time, they will charge us for that space. We need the approval of the facility in case of special instances like a medical issue or other genuine circumstances to initiate a refund. However, in your case it seems to be a mistake when you added your orders in the bag you might not have noticed there are multiple orders and then proceeded to check-out. Also, our dispute department reached out to you to resolve the dispute before the bank's decision but unfortunately, you didn't wish to resolve with us so we advised you to wait for the usual bank review period of ***** days. Once the bank rule in either parties favor, we need to proceed accordingly. If you have won the dispute, you would have received a refund from your bank. But your bank has ruled in our favor based on the evidence we submitted and the case has been closed as won. We sincerely apologize for the inconvenience caused to you by this issue. If you need further help or clarification regarding this, please reach out to us on ************. Thanks for your understanding.

   

  -Way Team

• Initial Complaint

  Date:08/08/2023

  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 have booked a parking spot outside ****** ****************** for 4 days starting from 07/15/2023 - 07/19/2023 through way.com. i have paid $86.32 for the parking upfront. Way.com booked a parking spot at ************* ****************** parking. When I reached the parking spot, it was full and a notice board asked me to contact the booking company for a refund since they were full.I had to rebook another parking at a higher rate, $146.00 and continued my travel. Upon return, I have reached out to way.com for a refund. Upon sending emails twice, I was asked by ****** from way.com to send the receipt of my second parking which, I did on 07/24/2023. After that email I haven't heard anything back from way.com about my refund. I sent a reminder email on 08/03/2023 and no response from way.com as of yet.I appreciate BBB to force a refund of $146 from way.com since they did not honor their original parking agreement that resulted me to pay a higher price for my parking.

  Business Response

  Date: 11/14/2023

  Thank you for your review and I apologize for the delay in responding to this matter. I want to point out that the reciept you attached here is for an apartment lease and not for parking. We were made aware that the lot was not able to accomidate a few customers due to some flight cancellations that created an issue with some guests overstaying their parking reservation but it was only a few guests that were impacted and those customers were refunded and the rest of the customers were able to park that day. Can you please send me your alternate reciept of where you parked instead so we can issue a refund for the parking reservation. We just need to confirm that you were one of the customers who was not able to park rather than once of the customers who was able to park that day. 

  Customer Answer

  Date: 11/28/2023

  Please see attached requested receipt 

  Business Response

  Date: 12/12/2023

  Hi ***********,

   

  We are extremely sorry for the inconvenience and delay you have experienced by our partnered location. Please understand that Way is an online market place and we do not own or operate any of the facilities listed on our website physically. Unfortunately, your previous email were left unnoticed as the agent ****** marked it as archives and he no longer work with us since July. The lot full issue is actually a contract breach by the parking facility by overselling their spots. We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. This incident is a late notice for us however, from our end we want to make this right for you as a valuable customer. We have initiated a refund of the amount you have paid to us which is $86.32 and that will be reflected on your original payment method in **** business days. If there is anything else we can help you with, please contact us on ************ or **************** Again, we apologize for the inconvenience caused to you. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:08/07/2023

  Type:Order 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 for valet parking in a locked garage in *************. When we arrived there was no one there. Tried calling the number multiple times and no answer. We had to leave and find another place to park before our tour left. They refuse to give us a refund. Contacted the credit card company.

  Business Response

  Date: 11/14/2023

  Thank you for your feedback , I looked in to the case and see there was a miscommunication regarding what happened at the parking lot. I do see that you were refunded in full back in August. Sorry for the delay in getting back to you here. If you need anything else please let us know.