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:06/29/2023

  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 6/28 searched *************** parking and found parking from 7/1-7/9 for $5.80 per day. I purchased the parking and AFTER the purchased the website way.com price gauged and charged $482. What company would charge $60+ per day for parking. Not even the airport charges that much. This is false advertisement, price gauging and fraud. I will also report this with the attorney General. On their website you can cancel but only to a credit. Because of the predatory practices by Way.com I want full refund or I will keep reporting this fraud. This is NOT right.

  Business Response

  Date: 07/04/2023

  We apologize for your frustration.This reservation was fully refunded 6/29/23, the day after you purchased the reservation.   We actually list all info/charges/fees prior to you entering any personal information. Your total price which is listed on the checkout page and confirmation page is calculated based on your specific check in and check out dates and may be different from the daily price listed on the search results page which displays the lowest daily price for the month.  Please feel free to contact us at ************** if there are any questions before submitting your reservation.
  -Way Team

• Initial Complaint

  Date:06/29/2023

  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 pay monthly for car insurance through Commonweath Casualty, and through them I have roadside assistance with a company called Way. So far, *** has really done a good job providing an app that shows when service will arrive, but last night... WOW! This company claimed they could not find service providers in my area and I had phone numbers for 2 companies that I use, so I called one company. On the phone, she told me no one had called all night! So I kept calling and gave the number so dispatch could call them. At the time I placed the call, I informed Way that I have a large vehicle and I would literally need a flat bed because it is large enough to charge my car. When the service provider came out, I could not believe they sent a "light service" vehicle. So I knew my car was not going to get the heavy duty charge that it needed. I called back to let Way know that and instead of them listening to me, ****** began arguing with me about what the notes said about the service provider and hung up. I kept explaining that the wrong type came out and I was not going to waste her time. I have been sitting out there all night with my young child and they kept getting frustrated with me! No care or compassion was shown at all in our time of distress and I am a paying customer! I was transferred and was still on hold with *******, a rep from the towing department who refused to answer any of my questions after telling her my phone signal is too weak to pull up the app, never returned to the phone the whole way home by cab. She told me there was a service provider, but when I asked who it would be over and over, she refused to answer. I had to get my child home finally we took a cab and left our vehicle at someone's business. ******* explained that my case has been escalated. But I am trying to understand if there was an issue with the jump start, why couldn't my call be changed to a tow so I could have my car brought home to safety? This is the worst service. Waited 4hours

  Business Response

  Date: 07/04/2023

  We apologize for the frustration that this caused you.  We partner with a company that is in charge of finding and dispatching the service vehicles.  Your account is entitled to 3 events per original subscription year for this plan. Each dispatch is a service.  If the jump start didnt work, and the car had to be towed (usually by another service provider), this would be two separate events. We are here 24/7-please reach out to us at ************ if we can help further.
  
  -Way Team

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20253262
  
  I needed to state here, because there was no room in the initial complaint, that we waited hours for your agents to put in a call to any area service provider and because I am from the area, I had the phone numbers to several tow companies, myself. After waiting and waiting for hours for service, I kept calling and getting ****** asking what was taking service so long. He had no answer so he gave me an 800 number, the specialized number. After calling to find out why service was taking so long to connect to a tow company, I reached out to two companies and they told me that my phone call to them was the only call they received all night?!!! SO that began the issue with the service. Then imagine our frustration when the wrong service vehicle comes out. I call back to the specialized number where I was transferred to ******. I will reach out to file a complaint on him separately as he needs customer service training again. He does not know how to help diffuse a situation with customers who are uncomfortable and irritated. I am rejecting this response because: Service was being attempted, but because initially ****** at intake did not place that I requested a flat bed because my vehicle was too large for "light service" which caused the issue which, when I called back no one was addressing. This oversite on the part of the agent has caused me to have to change from jumping my vehicle to requesting a tow as the hours went by. I see that you are trying to make that two separate calls, but the error was on your end and no one cares that my child and I sat out there waiting for service from 1:30 am to 5am when I gave up and took a taxi home to eat use the rest room and sleep a little and come back to handle this. By the time I came back, my car was towed. Do you even realize that I am still waiting on the supervisor to return my call as I was heading out the door to attend to my car but it was towed. So You all are leaving me still without my vehicle. So I am seeking impound and towing fees to be reimbursed.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/14/2023

  Thank you for much for your review and I apologize for the delay in response here. We are so sorry to hear about the experience you had , this is certainly not how things are suppose to go. To give you a better understanding Way.com in the technology behind the tow service system that Common Wealth uses. The app you mentioned loving is our product and we plug in to another vendors system and their network of tow truck drivers to provide you with any roadside service you may need. The likely reason the tow company you have used in the past was not called was because they are not apart of that network of providers. The way our system works is we get any information you give us about what you need over to this vendor and from their their system dispatches the job. I see the service provider missed the notes you gave where you mentioned needing a heavy duty vehicle to service your job. I also see that they marked your job as Gone on Arrival which means a new case would have to be created because they closed the case out stating they attempted to service your request and were told they were not needed ( it is clear that is because you were confident they could not help you with the request). Unfortunately when a case is closed out that way it does not prompt a new provider to come out. We truly apologize for the issue the service provider caused and the lack of quality service you received from our company. I believe this was already escalated with the team and resolved but if that isn't the case for any reason please let us know so we can further assist. 

• Initial Complaint

  Date:06/27/2023

  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 booked a parking spot on their website and paid $123.30 with my credit card (Confirmation #OGI27393220.) Their policy says I can cancel anytime up to the hour the reservation starts (10 AM on 6/13/23). Then one day before the start date, I needed to cancel. I logged in to my account on their app but did not find a link or button to cancel. I then called them repeatedly but nobody answered. I emailed them at *************** asking them to cancel and requested them to refund and as of today 6/27/23, there is no response from them.

  Business Response

  Date: 06/28/2023

  Hello
  We apologize for the frustration this reservation has caused!  We are experiencing higher than normal wait times on the phone, but you can always email us or reply to your confirmation email. The refund has been processed, please allow 5-7 business days to process.  Look forward to serving you again soon!

  -Way Team

  Customer Answer

  Date: 06/28/2023

  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; pending the full amount of refund credited to my credit card account.
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:06/27/2023

  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.

  Way.com charged me for parking at a ********* parking lot, and the amount charged was approximately three days of charges as compared to the parking lot business posted prices. My flight was delayed two hours due to weather and when I retrieved my car two hours after expected, the parking lot asked me to pay for the 19 hours I was parked directly to them. Because I had to exit the parking I obliged but contacted Way.com and asked why I was being charged over $70 for less than two days of parking when the posted daily amount was $14.Way.com stated that because I was two hours late, I was expected to pay the parking lot directly, as well as the $52 I had paid way.com in advance!I would like to be reimbursed for the charges that the parking lot assessed on me directly since that money was already paid to way.com If parking for 24 hours is only $14, then me arriving two hours later than expected should still be covered since more than five hours remained until I approached 48 hours parked! I feel it is very deceptive for way.com to have ads posted showing $14 daily rate to then turn around and say, because you arrived two hours later than you said, you are required to pay the parking lot directly as well as the assessed fees to Way.com

  Business Response

  Date: 07/04/2023

  We apologize for the frustration this reservation has caused! While Way.com does not own or operate any of the locations on our website, we always want to make sure you are getting the best service possible. The amount that was paid to Way is for the time you booked, and any overages are subject to additional charges as per the lot.  This is a lot policy not a Way.com policy and you would need to contact the lot directly if you are upset with the additional amount they charged. Have you tried to reach out to them?  Please let us know if we can be of further assistance.
  -Way Team

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This website falsely advertises really low prices and once it collects your payment information, it charges you hundreds of dollars with no way to cancel the transaction. They are scammers and I want a full refund immediately.

  Business Response

  Date: 06/28/2023

  Hello -

  We apologize for your frustration. This reservation was fully refunded on 6/21/23.  We actually list all info/charges/fees prior to you entering any personal information. Your total price which is listed on the checkout page and confirmation page is calculated based on your specific check in and check out dates and may be different from the daily price listed on the search results page which displays the lowest daily price for the month.  Please feel free to contact us at ************** if there are any questions before submitting your reservation.

  -Way Team

• Initial Complaint

  Date:06/16/2023

  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 2 reservations for parking in NY. I telephoned to cancel these as plans changed. Way.com website that they understand plans change and reservations are cancellable up until scheduled arrival time. . I cancelled both reservations on a telephone call. I was offered waybucks but not money back. I emailed agent and ****** told me I could get money back, though this was a back end process that could take **** days. Recently checked credit card and 1 reservation was refunded, the other not. Called about this and after holding 25 minutes, agent told me I needed a transcript of call. He then said it was too late to receive refund. Informed him that the emails about the date indicate it was a week in ************ hung up on **** would like the refund I deserve from complying with way.comrules.

  Business Response

  Date: 06/27/2023

  Hello **,

  We are sorry to hear about your experience, upon checking our system, the second unused reservation was refunded on 6/16/23.  You should see this in your account very shortly.  Please reach out if there is anything else we can help with.

  -Way Team

• Initial Complaint

  Date:06/16/2023

  Type:Billing 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 this service for airport/hotel parking and booked a day prior to my flight. I did not receive ANY confirmation email (either in my spam or inbox) as to the location that it was booked through. On the day of the flight I arrived at the location the parking was supposed to be at, however they had no record of a reservation. At this point I had to book directly from the hotel since I needed to make the flight. I noticed later that day the original fee through Way.com was charged to my account along with the new charge. I then emailed Way.com and since have had no reply. I tried calling multiple times where it went directly to music with no message that I will be connected to an employee. I question whether this was even a number to the company -************ since I waited hours online and never had any contact with a human. Very disappointed with this company and will be sure to not use them again when directed to a third party.

  Business Response

  Date: 06/27/2023

  Hello-

  We are so sorry that you didn't receive your confirmation.  A full refund has been issued, you should receive in 5-7 business day.  Our phone number here is ************ and make sure to download the app, that way you can see your confirmation right way.  

  Customer Answer

  Date: 06/27/2023

  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:06/16/2023

  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.

  On 6/14/23 I went online through Way.com to schedule parking near ***************. We were supposed to park at ********* park on Narcoose Rd in ******* on 6/15/23 through 7/19/23. We were to shuttle to the airport. The total cost was $195.99. Order Number OGI27989424. When we arrived at *********** we were told they were no longer taking customers from way.com. They had no room. They were full. They told ** to get a refund from Way.com. I tried calling Way several times to get the refund process sssrted to no avail. No answer. Just music played for 30 minutes each time. I would like to register this complaint against way.com so that I can get my refund. Please let me know if you need further information.

  Business Response

  Date: 06/23/2023

  Hi *****,

   

  We are extremely sorry for the experience you had with 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. We also have higher than normal wait times these days due to high call volume. However, we see that this transaction has been disputed and the charges has been kept on hold by your bank. It takes ***** days for your bank's decision that rules in either parties favor. If you wish to get a quick resolution by working with Way, please reach out to our dispute team at *************** or ************. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 06/23/2023

  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.
  
  ***************************************************

• Initial Complaint

  Date:06/15/2023

  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.

  " Cancellation Flexible. You can cancel the parking reservation any time before the check-in time for a full refund. Money back guarantee; no questions asked! "Way.com Makes a very bold statement about MONEY BACK GUARANTEE !NO QUESTION ASKED ! YOU CAN CANCEL BEFORE CHECK IN AND RECEIVE FULL REFUND !Yet when you go to cancel your reservation, you can't see any way to do it. There is no way to cancel this reservation. You leave messages, and no reply.This is a fraudulent statement made by Way.com The business is engaging in consumer fraud.

  Business Response

  Date: 06/23/2023

  Hi A Rezai,

  We see that your request for a refund via chat has been initiated by one of our representatives. We hope your issue is resolved and if you need further assistance please reach out to our support team at *************** or ************. Thank you.

   

  - Way Team

• Initial Complaint

  Date:06/15/2023

  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.

  I booked an airport parking on way.con on June tenth 2023, for my trip to ******** . June ***** . When I get to the parking lot at around 2:30 am on June 12.They said they dont accept way.com reservations at that time . So I call way.com the lady couldnt do anything ,she said she will talk to the parking company but never get back to me . I end up parking at airport . But way.com didnt want to refund my money . I call them today after I come back from ******** but nobody ever pick up the phone . I want my money refund . My reservation number was #OGI27886795. They want me to send the receipt of where I end up parking . But I dont need to share that with them . And they already know the parking lot (which is in the picture ********* *** airport parking) wont take my reservation.

  Business Response

  Date: 06/23/2023

  Hi Hao,

  We are extremely sorry for your experience with our partnered location. Please understand that Way is only an online market place and we do not own or operate any of the facilities listed on our website physically. We are given spaces at these facilities and inventory as our system only allows the amount given to our team. 

  If there is an issue with the reservations being overbooked, then it's an operational issue with our partner. Normally, if you can provide with our team with a copy of the receipt for the alternate parking, we can get you refunded for what you have paid directly in our system. However, I see in your email system that you ended up going home and taking an Uber to the airport. The receipt would have sufficed, but now this airport parking charge has been disputed and we have no access to the funds when a dispute has been filed with your bank. Please reach out to our Dispute team at ************ and we will make every effort to make things right!

   

  - Way Team