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:08/06/2023

  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.

  Purchased airport parking from way.com my confirmation email did not have the price I paid listed and was worded very strangely with all the terms and conditions. Emailed the support and Called way.com and no one answers the parking phone line only the insurance and they are of no help. I checked my bank account and was charged a higher price than the rate originally said. This company is super shady. I put a fraud case on it and closed my card due to not knowing If this company is just a bunch of scammers and will try and use my card.

  Business Response

  Date: 08/25/2023

  Hi *****,

   

  We are sorry to hear about your experience  while using our service. Please note that Way is a third party online market place and we do not own or operate any of the facilities listed on our website physically. All the information including prices are provided by the concerned lots itself. We are providing the lowest rate available and sometimes it advertises the starting rate per day. For example, it shows "From $5 a day". However, this rate is subject to change as per the availability of the lot and rates can go high and low as per the dates selected. We also provide full visibility to our final price before proceeding to check-out. The same information can be accessed from your Way app as well under your profile. If you wanted to cancel the reservation due to any reason, you just need to reach out to us through a call or email before your check-in time for a full refund even without asking any questions. But unfortunately, we are unable to refund any reservations after the check-in time as per our refund policy because we are also liable to pay to the lot for each spot allocated to our customers and if that remains unused they will charge us for that space. We hope you can understand our position in this matter and we apologize for any inconvenience this may have caused to you. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:08/03/2023

  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.

  On November 2023, I was leaving ******* to go to **************. I was trying to find parking so I could leave my car instead of using a lyft. So I found way.com online. Fill out for a parking at Hilton garden ********* by ****************************************, then about 30min later I realized I wouldn't be able to make it, so called the hotel and to inform I would be late but they said they does not do business with way.com.so on the same page where it confirms you have paid it says CANCEL. So I hit cancel to cancel the order, and went about my business 3 days later I received an alert that way had charged my card $75+ which was crazy because not only did I canceled the order but I never even went to give my car information at the hotel parking lot. So I called way.com and to my surprise they told me that I would still be charged because if I wanted to canceled instead of hitting canceled I was suppose to call them. Even though nothing on their website stated that you needed to call to further cancel. If that was the case why would they give the option to cancel after paying. Called my bank and they weren't able to help I was scammed and I want my money back plus a apology and for them to stop playing about these places for parking when they don't even work with them

  Business Response

  Date: 11/14/2023

  Thank you so much for taking my call tonight. As I mentioned on the call I was not able to look up your reservations with the information you included in this review but I was able to get the information from you on the call. The reason you weren't refunded back to your credit card after cancelling your reservation is because you selected waybucks as your refund method - which is our Way.com Credit system. This is also why the bank denied your dispute because you had to check the box that said yes I want the waybucks refund confirming you would get a way credit NOT a credit card refund. As a one time courtesy I have switched your refund to a credit card refund and the amount will appear back on your card in 5-7 business days. I hope you will consider using us again in the future , we truly value your business. 

  Customer Answer

  Date: 11/18/2023

  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,
  
  ***********************

• Initial Complaint

  Date:08/01/2023

  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 have booked parking near ****************** airport in March 16 2022. There was an issue with parking not being available and I had to spend $294 extra for a last minute parking somewhere else before flight. It has caused huge stress for my family before our international flight. After long fight with way.com I was offered on the April 25th 2022 44k of waybucks( Way.com credits) for my lost money and inconvenience. Which I agreed to as a gesture of good will for way.com.Unfortunately these waybacks expired after a year. My issue is that I was never notified that these would ever expire. Neither in the email nor in phone conversation with Senior way.com manager. After taking it back to way.com at the beginning of July 2023 I was told they can do nothing about it. Way.com states it was my fault I did not use them. I disagree. In original issue i was very lenient for way.com and did not demand actual money refund.I showed huge consideration and I still use way.com. In return way.com tried to deceit me again. Kind regards *****************************

  Business Response

  Date: 11/14/2023

  Thank you for taking the time to bring this to our attention. As a courtesy we have readded the 44k worth of waybucks to your account. Please note they do expire in one year from today 11/14/23 but they can be used for any of the products on our app. We apologize for the issue you had and we will work to make sure this doesn't happen again in the future. 

  Customer Answer

  Date: 11/15/2023

  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,
  
  *****************************

• Initial Complaint

  Date:08/01/2023

  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 reservation. Entered wrong date. Website would not let me change date. I called 5 minutes later to change and was told I could not change. Asked for a refund and hung up on. Horrible company. Want a refund.

  Business Response

  Date: 11/14/2023

  Truly so sorry to hear about the service you recieved from our company after you made an error when booking. I do see you contacted us prior to the start time so we should have been able to cancel the reservation for you so you could rebook. I do see you contacted your bank regarding this charge and you were given a refund of $20.64 which is a portion of the refund. If you need anything else from our end to resolve this issue please let us know. 

• Initial Complaint

  Date:07/29/2023

  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 prepaid online the required amount to park here. Once I arrived, I was told that because I am parking a truck that I would be charged double because it takes up 2 parking spots. I visually confirmed that my truck did not indeed take up 2 parking spots, and normally doesn't anywhere else. I also have pictures of every other vehicle including other trucks and a dually truck that fit into 1 parking spot. I feel like the parking business, One Switch *****, that Way.com has decided to do business with is part of a bigger scam with this ***** business. I will also be filing a complaint with the *** as well.

  Business Response

  Date: 11/14/2023

  I am truly sorry to hear about this issue. Please note that Way.com does not own or operate any of the parking locations listed on the website , but with that being said we do want to make sure you are always getting the best possible service when parking with one of our partners. I have reached out to the parking lot and have asked them to review this case and get back to you regarding the extra amount they charged. We am not able to refund any amount we didn't charge and we are obligated to pay the lot since the parking was used. However in the future please notify us of any issues you have right away so we can move you to a nearby lot and avoid you having to pay any extra charges the lot might charge for oversized vehicles. 

• Initial Complaint

  Date:07/26/2023

  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.

  On May 21, 2023 I placed an order through Way.com (UVP *** Parking) which had parking close to ***. I was expected to fly out on June 24, 2023 and return July 3, 2023 on an international flight. Everything was booked and paid for. So on June 24 I showed up to the parking lot and they stated that they had told Way several times for about 2 weeks that they could not taking any more people parking at their facility. They gave me a number to call to see if Way could send me somewhere else. I called several times. After about 15 minutes I talked to the people there again and said I am getting on a international flight where am I suppose to go? No one is answering the phone? No help!!! I went to three different parking structures in the area and they either needed a reservation or were totally sold out. Finally I was able to get a parking at the Parking Spot which was way more than the confirmed price was from Way. After getting back and talking to several people Way refunded me the money for the parking. They did not pay for any of the over charges at the Parking Spot. Also I was not compensated for the stress to make it on time to my international flight. (Which I was 30 minutes late getting to the airport.) This is unacceptable and I deserve to be compensated. Definitely I won't be using Way again!!!

  Business Response

  Date: 11/14/2023

  I am truly so sorry to hear about this experience. Please know that Way.com has no control over the capacity of a parking lot - this is dictated and managed by the vendor itself. They set the allotment and have the ability to increase , decrease and blackout any dates as per their requirements. I did look at the call records and we had a higher than normal call volume at that time so hold times were longer than expected. We are truly so sorry for the poor experience UVP *** created due to mismanagement of their parking spaces. Unfortunately we are only able to issue you a refund up to the price of what you paid but as a courtesy I have added $15 waybucks to your account. Please note that each lot is separately owned and operated so this does not need to be used at the lot where you had an issue. In fact it can be used on any of our service. We will send this feedback to the parking lot and we will work with them to make sure this never happens again. We value your business and hope you will give us one more chance to provide you with a great service. 

• Initial Complaint

  Date:07/21/2023

  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.

  We placed an airport parking reservation on 2/9/23 for $83.97 between 6/20-7/4. On 6/20 we arrived at the reserved parking structure. We handed the printed contract to the attendant at the guard booth turn style, and she asked, "Oh, this is with Way.com?" We confirmed that it was. She said, "I'm sorry, but we don't accept their reservations anymore." she continued "We have told them that too, but they keep sending more cars over here and we don't have any space for them." She then instructed us to call Way.com to find something else. We attempted to call but the wait time went past 20 minutes, so we asked the attendant if we could just park there at $15/day without the contract. She said, "That we needed to call Way.com first and tell them that we missed our flight if we were going to get parking there." I told her that we hadn't missed our flight, but that we were in danger of missing it. She just kept shaking her head and another employee came and told us that Way.com was assigned 4 parking spaces, but that Way.com was sending dozens of cars to them and they don't have any room for them. She then tells me they make more money without Way.com and are not accepting anymore cars that they send. We called Way.com again and waited on hold for ******************************************************************************************************* 3.5X the amount of our prepaid reservation. When we arrived to our travel destination the next day, we tried to call again, waiting on the phone for over 45 minutes, so we finally gave up and requested a charge dispute from my credit card company. The Way.com customer service is non-existent. I finally got an email from their dispute department on July 17th, so I responsed to it in detail spelling out the entire situation. They never responded back after that. My credit card agent told me later that the Way.com reservations are not guaranteed to be honored by the 3rd party services offered through their website. I need a refund

  Business Response

  Date: 11/15/2023

  Thank you for sharing your review and I first want to apologize for our longer than normal wait times when you tried to get ahold of us. I am looking in to all the parts of this that clearly went so wrong and I am working hard on my end to fix them and make sure they never happen again. I have processed a full refund and the amount will appear back on your card in 5-7 business days. This is not the expereince we want you to have and we truly value feedback like this so we can work hard to provide **************** in the future. 

• Initial Complaint

  Date:07/20/2023

  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.

  I had booked to park the car at a comfort inn suits on hwy114 in ******. Confirmation number: OGI28775002 I was supposed to receive free shuttle service along with my billing. When arrived at location at 4:30AM I am told that the motel had cancelled my booking and Way.com never told me. I had to book another service very quickly in fear of missing my flight with transaction number #GAP2145491 The new booking did not provide a shuttle service and ended up costing my taxi from and to the place for the airport. Way.com should have done a better job communicating. I ended up spending as much as I would have spend just to get a taxi from home to airport and back. They should refund me for both the bookings to make it even. After a phone call that lasted 40 mins I was offered the refund for the cancel booking only.

  Business Response

  Date: 11/14/2023

  Thank you so much for your review and please know we are truly sorry for the frustation this caused. I looked in to this matter and see the location did NOT inform us that they cancelled your parking reservation. Therefore there was no way for us to notify you of this issue before you arrived at the parking lot. We are so sorry about the miss on the parking lots end, we are not sure why they gave you false information here. I see a full refund was issued for that parking reservation. As for the second reservation because you selected a location that did not have a shuttle ( even though we had other locations that did have a shuttle ) we are not able to issue a refund for the transporation amount , or for the reservation that was used in full. As a one time courtesy for the issue created by the Comfort Suites we would like to offer you a courtesy credit in your account for $15 since we truly value your business and would like you to consider using our services again - perhaps at another facility as they are all seperately owned and operated. 

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20352477
  
  I am rejecting this response because:

  Its easy for you to sit in a office chair and tell me that I could have chosen a location that had shuttle service, it was 5am in the morning with kids and family.  please dont teach me how to manage my business. I had to find something close and quick so I could catch my flight. On top of everything, the customer service that you provide just added the final stars on top. 
  

  And now youre telling me you cant give me a refund because I couldve picked a different location  

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

  Business Response

  Date: 11/15/2023

  I fully understand the frustration you were caused by the orignal hotel you booked with. The lack of information they provided us prior to you arriving there meant we were not able to inform you of this issue so you could plan accordingly. I am by no means trying to add to your frustration I am only trying to explain that we did refund the first reservation and give you a $15 credit which means that even though way.com did not cause either situation the cancellation at the first hotel or the second hotel you booked no having a shuttle we have given you pack every ***** we have made from this reservtion. We just are not able to refund the parking you did use as you did get exactly what was advertised for this location as it was a non shuttle location that you booked. As a courtesy I would be happy to refund the $15 back to your credit card instead of it being refunded in the form of a waybucks credit if that would help resolve this matter for you. We truly value your business and are doing everything we can to try to make this situation right. 

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20352477
  
  I am rejecting this response because:

  You still are not accepting any accountability for way.com

  which means that even though way.com did not cause either situation the cancellation at the first hotel or the second hotel you booked no having a shuttle we have given you pack every ***** we have made from this reservtion

  as a customer I dont know those hotel owners, I booked through way.com. Thats whom I paid my money to and thats whom who should be responsible for this. I paid for parking with shuttle, BUT due to a situation outside of my (customers) control. I ended up paying for 2 parking spots and $40 some dollars in taxi fair. Your customer service, after spending more than 45 minutes on a phone call refunded me for the parking spot I never used. Please mind neither you or that lady on the phone did me a favor by giving me my own money back, But you definitely wasted my time trying to get it back.
  

  At this point I have paid you some $44 dollars for parking and some $40 for the taxi fare. I should have never paid more than my original parking reservation which was $42 and some cents.  at the end of the day you are responsible for what I went through. Hence, you are responsible for refunding me the taxi fare or the parking charges.
  

  This will not even come close to the stress I went through during being denied a parking spot, trying to make to the airport, so me and kids can make the flight and then dealing with your non-existent customer service. 

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

• Initial Complaint

  Date:07/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased parking in February Thru way.com for a trip we were taking out of JFK airport in April. I ask unfamiliar with the area, and on the morning of the trip we arrived at the lot we purchased for, and they denied our parking pass. They said they no longer were working with Way.com. Since I was not familiar with area , I agreed to pay the lot directly to park there. They assured me that I could contact way.com and tell them, and way.com would reach out to them and they would confirm that I had no used the parking pass. I reached out that same day while on our flight. It’s been almost 3 months and they still have not refunded me, however, on their app, under this parking pass, they marked it as cancelled and refunded. I’ve spoken thru email, app chat and phone calls where they repeatedly hang up on me and then don’t call back. It’s not fair for me to have to be out $73 when I didn’t use the service.
  I showed them proof of purchase as well as the receipt from the lot showing I paid them the same day. I gave them all info they asked for and they said i would hear from someone and it didn’t happen. Then I filed a complaint with my credit card company but they denied it because they said that Way.*** said I did purchase the parking pass. I’m not arguing that… I did buy the pass but was unable to use it at the lot it was meant for and this is not the customers fault.
  They should refund my card the amount as they state on their website they have done.

  Business Response

  Date: 11/14/2023

  Thank you for taking the time to send in this review and I apologize for the delay in responding and the frustration this reservation caused. I do see that this case was wrongly marked as having no alternate receipt on accident which is why the refund wasn't processed like it should have been. I do see that by the time the team caught the issue the reservation was disputed. At that point we can only issue you a refund once the dispute is dropped as the bank is hold the funds. We did reach out to you to attempt to get it resolved in that way but did not get a response. I see the bank marked the case in our favor and the funds were not returned to you. I have processed the refund on my end and the amount will appear back on your card in 5-7 business days. We hope you will consider using us again in the future , at a different lot as they are separately owned and operated. 

  Customer Answer

  Date: 11/15/2023

  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. Although 8 months of time to resolve it hardly makes me want to be a customer for something so simple,
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair 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 booked parking in a Way.com lot for a 10 day European cruise starting on July 10th 2023. The morning of the 10th, American Airlines cancelled our flight. We had already driven the 4 hours to Miami, so we got booked on a different flight. We missed the cruise, the airline lost our luggage, so we chose to fly back. We arrived back on July 12th. We were in their lot for 2 days. I paid $142 to park from July 10th to July 21st. When I inquired about getting refunded, I was told we had to provide proof when we arrived and left. I did so, and I got no response. My wife emailed again and was told we needed proof from the owner of the lot. Turns out, after getting the run around for a while, we actually got in touch with the lot owners. They provided us with an email proving our length of stay in their lot and we forwarded it, along with the receipt I was given upon leaving their facility. After getting all of this, we haven’t had a response from them at all. We were also told, in a previous email that “if” they give us a refund it will not be in dollars but in Waybucks. I don’t want Waybucks, I didn’t pay in Waybucks, I don’t plan to use Waybucks. I want refunded, to my debit card, the amount of money equivalent to my payment less the days I used their facility. Their lot, which was the parking lot of the Hilton Blue Lagoon hotel in Miami, was not secured, and there certainly wasn’t a lot attendant like they advertised We couldn’t even get a ticket when we arrived at the lot. I asked the hotel desk clerk when we arrived for a receipt, and he told me not to worry, that they validate your length of stay and proof of payment from your Way.com receipt. They refused to give me anything the morning of the 10th. I feel like this is poor business ethics, and that they shouldn’t be allowed to issue refunds in this manner. I simply want to pay them for the amount of time I used their lot. Nothing more. I have already provided them all the proof they asked for.

  Business Response

  Date: 11/14/2023

  Thank you for reaching out to us regarding this matter and I apologize for the issue that happened here and the delay in ** responding. This is an unusual circumstance that certainly should have been handled differently on our end. I have removed the waybucks and refunded your credit card. Please allow 5-7 business days for the refund to appear. I will also speak to the team members you spoke with to make sure that if there are specials cases that fall outside of our normal terms to make sure they are escalated to the correct managers in the the future. Sorry about this !

  Customer Answer

  Date: 11/15/2023

  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,
  
  *************************