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:07/17/2023

  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.

  Ive never experienced this before in the past, but my complaints are like the others. I arrived, and the hotel was not offering shuttle. The airline I was using needed a seat, so I gave up my seat to go and get my car and parked it at a friend's house, so this whole situation inconvenienced me AND I DIDN'T even park there!!! I spoke with the hotel manager at Clarion in *** and they were supposed to respond to the email so way.com can refund me, but no response from either. This whole thing has been so unfair and I am being charged for a service I didn't even use. I'm never using way.com again

  Business Response

  Date: 11/14/2023

  Thank you so much for your review. It is important to note our terms which are listed on our website , confirmation page and in our app. A refund is not granted just because a reservation isn't used , it is only issued if you contacted us BEFORE the reservation starts to cancel as per our policy. As for the shuttle issue you mentioned you booked a location that does not have a shuttle . We have both parking types ( with and without a shuttle) and we list this information BEFORE you get to the checkout page. The benefit to customers for the parking locations that have no shuttle is that they are always listed at a lower cost , therefore guests with longer stays actually save more even after the cost of their own transpostion then parking at a location with a shuttle. Or their trip is outside other locations shuttle hours so this helps cover the cost of transpotation. I did pull the ticket we had in our system for this reservation and it mentioned that you were denied parking and would send proof as we did contact the parking lot and they mentioned they did not deny you parking you were just not happy with the fact that there was no shuttle at this lot , as correctly advertised in the listing. I apologize I am not able to offer any refunds at this time for this instance and I would urge you to read the location details prior to making any parking reservations in the future as all major airport parking websites list both option types. 

• Initial Complaint

  Date:07/15/2023

  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 June 19th of 2023 I purchased a parking spot at UVP *** Airport Parking for June 21st at 5:15am-26th at noon through the platform provided by Ways.com. I paid $51.85. When I arrived on the 21st the attendant informed me that they do not accept ways.com customers, told me to call ways.com for a refund. After that, on the same day, I purchased a parking spot at ************** *** Airport parking through the same platform for $62.63, assuming the oversight was an honest mistake. This was done for June 23rd at 5:30am - June 26th at noon. When I arrived there was no attendant and the gate to the lot was closed. I waited there for about 5 minutes before I realized it was obviously closed to business. By this time ** was running late to my flight which was closing the gate at 6:30am. I had spent half an hour of valuable time dealing with Ways.com incompetence. I had to park in a lot that was on airport property because by the time I got there it was the gate was closing in less than a hour. I ended paying $250 for parking because I felt it was my only option. I was later informed had I purchased online it would have been $125 for three days. I probably could have figured that out ahead of time if I didnt spend my time purchasing through Ways.com.

  Business Response

  Date: 07/27/2023

  Hi *****,
  Thank you for reaching out to Way regarding your experience with our partnered location. 
  
  First, we would like to apologize for any trouble you had with our partner's location. Please understand that Way is only a third-party booking agent who do not own or operate any of the facilities on our platform. At this time, I see that our team has resolved your matter by refunding $51.85 on June 28, 2023. The Fox Auto hours are 4am to 1am and was open to provide you service, therefore the deposit you paid ($17.52) is not refundable.  Again, we are so sorry for your experience, and recommend to reach out to our team in the future if you need direct assistance. Should you choose to book with us in the future we would recommend you call us so we can go over all of the details of the location with you and make sure you have all the proper information.
  -Way Team

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20327498
  
  I am rejecting this response because:

  The courteous thing any other respectable company would be to refund out of understanding why someone would cancel your service after it nearly caused them to miss their flight. 

  Theres no reason any sane person would use your service after what happened. 
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/15/2023

  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.

  Way.com sold a parking pass to a parking lot they are not authorized to. I tried to use it when entering and it was not accepted. The representative at the parking garage said they do not do business with Way.com. I had to pull out and park elsewhere. I called Way.com and they said they do not give refunds I spoke to a supervisor at way.com who confirmed this and they refused to refund the fee they collected. This business is operating fraud.

  Business Response

  Date: 07/26/2023

  Hi *****,
  Thank you for reaching out to Way regarding your experience with our partnered location. 
  First, we would like to apologize for any trouble you had with our partner's location. Please understand that Way is only a third-party booking agent who do not own or operate any of the facilities on our platform. At this time, I see that our Team has resolved this matter by refunding your account for what you have paid on July 19, 2023.  Please let us know if we can help further.
  -Way Team

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20327427
  
  I am rejecting this response because: Way.com sold a fradulant voucher to enter a parking garage which is not legal. When calling in, the representative refused to provide a refund or help in anyway beside saying they have to investigate after an hour of being on hold and talking to multiple rather rude people. This business practice is fraudulent. They should properly compensate my time for dealing with this unprofessional company and having to find another parking garage on the fly. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/25/2023

  Hi *****,

  We are extremely sorry to hear about your experience while using our service. Please understand that,as we serve only as an online platform, we do not have access to any of the parking lots listed on our website physically. However, the vendors communicate with our dedicated team through specific channels to update information if in case any. We just wanted to let you know that we never list any lots without their consent because we are paying them for each spot allocated to our customers as per the contract we have with them. But in some cases, if there is a communication gap by the vendors to our team in scenarios like if there is a change in their management or change in the contact person with our company, they may terminate the contract without our knowledge or turn away our customers. When such incidents are notified by our customers, we ask for evidence to investigate upon the issue and it may take some time to verify the issue. As soon as we confirm, we always provide the best resolution by refunding our customers. However, we understand your frustration and inconvenience caused by this issue and we sincerely apologize for the experience. We will make sure that such incidents are not repeated again in the future and we look forward to a hassle free business with our customers. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:07/13/2023

  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.

  Purchased airport parking from airportlax.com affiliated with 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 airportlax support email and the addresses are blocked. 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: 07/19/2023

  Hi *****,

  Our apologies for the heavy call volume at the moment, sorry for the inconvenience; however, this reservation was fully  refunded July 14.  Please let us know if you need additional help!

  -Way Team

• Initial Complaint

  Date:07/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked ***************** through Way.com. ********* paring has so many negative reviews on Yelp and ******* However, from Way.com, bad reviews are hidden/ filtered out. ***************** in ******* crashed my car, does not provide pickup service as way advertised. No customer service from both way and ********* return my calls.

  Business Response

  Date: 07/19/2023

  Hi *****,

  Thank you for reaching out to Way, we're so sorry to hear about your recent experience with our partner. 
  
  We want to apologize for the damage to your vehicle and fully understand your frustration. Way is an online marketplace and does not operate vehicles on a physical level. Our team can only work with our partner to make sure these issues are handled accordingly.Our team has provided the information below so you can work with the parking lot directly regarding your concerns. 
  
  Unfortunately, Way cannot be held liable for any theft, missing items, lost keys or damages to customer's vehicles at our partnered locations. We ask that our users take precautions when parking at our partner's lots and always lock up any valuables in your vehicle during long term stays. Please reach out to your insurance provider regarding any damage claims. Due to unforeseen circumstances, *** has supplied the parking voucher and cannot be held liable when damage occurs outside of our control. We see the parking was fully used at this time, and apologize for the inconvenience this has caused you. Please visit ***************************************************************** scroll down to "Our Service Offerings" to find out more about our policy.  
  
  Thank you for reaching out to us, apologies we're unable to assist further on this issue. If there is anything else we can help you with, please do not hesitate to contact us. -Way Team

• Initial Complaint

  Date:07/10/2023

  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 made reservations for parking using way.com. It states on the page that reservations can be refunded in full. Later I had to cancel these reservations and I was not refunded, rather I was offered "way bucks" which is some sort of app credit. I have attempted to use up these "bucks" and purchased car wash tokens. One worked and additional ones did not work. WHen I attempted to call the number on the coupon I was on hold for 20 minutes before I got a person who said he would escalate my problem and someone would call me. Of course no one called me. They use deceptive practices to take your $ and and keep it even after offering free cancellation then offer no support and hide from the customer.

  Business Response

  Date: 07/19/2023

  Hi ****,

  Thank you for your review.  We are so sorry that you are dissatisfied with your parking experience.  We have escalated your issue and can assure you our team's priority is customer satisfaction as we take all feedback seriously. Are these the reservations from 14 months ago where you were issued the Waybucks? I see you were able to use these credits in June of 2022 and March of 2023. When you cancel on the app, the option is only a credit, but you can call us at the number below and we can look at options.   Please feel free to contact us at your earliest convenience at ************** for any and all issues.

  -Way Team

• Initial Complaint

  Date:07/10/2023

  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 bought this service on June 27th and requested a refund on July 9th. It was credited to me in their own "way bucks" so I called 3 times to get a cash refund. Every time I called I waited over an hour to get someone on the phone and every time they would start helping me they would disconnect the line. I made sure they had my cell number so they could call me back in the event of being disconnected. They never called me back on any of those occasions. All I want is a refund for the full $85 they owe me and they are making it impossible to do so.

  Business Response

  Date: 07/19/2023

  Hello *******,

  We are experiencing heavy call volumes at the moment, so sorry for the inconvenience; however, both of these reservations were refunded at the end of June.  Please let us know if you need additional help!

  -Way Team

• Initial Complaint

  Date:07/08/2023

  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 made a car parking reservation for 6/17/23 to 6/26/23 on June 15th through airportlax.com (way.com on the credit card statement) and they immediately charged my credit card in the amount of $140.23 and send me a confirmation #OGI28007917 listing UVP *** Airport Parking as the lot to park at. We arrived at the parking lot at 4:30AM to catch a 7AM flight. Attendant checked the confirmation and the paid receipt and said that the lot was full and refused for us to enter and to park the car. They provided us with a phone number to call but it just rang and rang and no one answered. All the attendants were standing around completely indifferent that we will miss our fight and then miss our cruise. If we missed the fight, it would completely ruin our vacation and we would have lost over $12K already paid for this trip. The attendants were no help at all. The customer service number provided does not answer calls: **************. I cannot explain the anguish you feel when you have to scramble to locate another place to park with the clock ticking away and the flight departure getting closer by the minute. Its nearly an impossible task at 4:30AM. How can a company get away with this over and over again? They are booking parking reservations at various parking lots without a guarantee that a parking space will be available at the location reserved. Their service is useless and their practice is criminal. This company needs to be investigated to the full extent of the law. I have submitted a dispute for the charges to my credit card.

  Business Response

  Date: 07/19/2023

  Hello ******,

  Thank you for reaching out to Way regarding your experience with our partnered location. 
  
  First, we would like to apologize for any trouble you had with our partner's location. Please understand that Way is only a third-party booking agent who do not own or operate any of the facilities on our platform. Our team will be happy to share this information with our partners so they are aware of the issue. Again, Way nor our partners are liable for missed-flights, or additional cost during a reservation. We ask all of our users to arrive well in advance before their booking starts so they are not inconvenienced by any delays going on at the lot facility.

  As this charge has been disputed, please reach out to our Dispute Team so this can be resolve as soon as possible.

  Again, we are so sorry for your experience,
  -Way Team

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20292885
  
  I am rejecting this response because:

  1. Way.com is in business as a booking agent for various parking facilities.  They allow for a reservation to be booked and paid for on their booking platform for parking locations that cannot accommodate these reservations on the given date, i.e.: parking lot is full.  Notification is not provided to the customer with any advance notice.  We learned of this fraud practice when we arrived at the parking lot and were rejected from parking at the reserved location.

  2. Customer is stuck and without the service that they paid for in advance.  Way.com nor the parking facility provide any assistance to relocate to another location or offer any help.

  3. Way.com states that they and the parking location partner are not responsible for damages to the customer for missed flights, extra charges incurred, etc., when they are 100% responsible for not rendering the service that has been paid for in advance.  Way.com for allowing for a reservation to be made and paid for on their platform for a partner location that has a full parking lot and does not allow for any cars to be parked there on the given day and the partner for accepting that reservation at the time of the customer's booking.

  4. Full reimbursement should be immediately issued.

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

• Initial Complaint

  Date:07/08/2023

  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.

  Paid for unlimited car wash service for three months. Was only able to use it 2 times. Every time I go to get car wash it's out of service app doesn't work out of wash chemicals. Called the business several times to get resolution and every time I get thrown in circle of Manager will contact me. Sent several emails and no respond. i would like assistance in getting full refund.

  Business Response

  Date: 07/26/2023

  Hello ******,

  Thanks for sharing your experience, as we understand your frustration with the ***************** You were refunded the full price of the subscription.  We are sorry for any trouble regarding your experience and this has been escalated to our internal ******************* team to investigate at this time. Please keep in mind, Way.com is an online marketplace and does not operate any of our partnered locations. We currently only serve as an online option for discounted car wash services and more.

  -Way Team

• Initial Complaint

  Date:07/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a parking reservation for a garbage near *** at 2am before we were supposed to park there at 7am. My wife quickly saw that the garage we were supposed to park at showed a closing time on the web that was different than the one listed with Way.com, making it prohibitive to park based on our flight arrival. We quickly canceled, but never received confirmation of the cancellation. When we saw the charge of $150 the next day, we called and were told they would not refund us. Weve sent the documents showing the conflicting times, called the lot to confirm they never received payment for our parking from Way.com ** we never parked there. We did cancel before our reservation time but because of some glitch in their system, it didnt go through and they refuse to return money for a service that was not provided. We have tried to write them numerous time and they have been adamant about not refunding our money. This seems like quite the scam.

  Business Response

  Date: 07/19/2023

  Hello J -

  We have checked our email and phone system and see that we did receive a call June 10, but the reservation had already started on June 9.  As per our Terms and Conditions You can cancel the parking reservation any time before the check-in time for a full refund. Money back guarantee; "no questions asked. We apologize for this inconvenience. 

  -Way Team

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20267602
  
  I am rejecting this response because:
  We did cancel on June 9 before the reservation because the information on that parking garage was different on their site than another and it did not work for our flight times.  We didnt find out we were charged until the 10th when reviewing the credit card. We assumed it had been canceled when we DID cancel it on the app. 
  Sincerely,
  
  J Green