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:06/13/2023

  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.

  I previously lodged a complaint regarding this matter, and way.com assured me that a refund would be issued. Consequently, I closed my previous complaint. However, despite their assurance, I have yet to receive the refund as promised. Furthermore, my dispute with the credit card company regarding this issue has also been rejected. Therefore, I am kindly requesting way.com to promptly address this problem by either refunding my parking fee or fully reimbursing the expense I incurred for the Uber ride, which was a direct result of the unavailability of the shuttle service. ----------------When I booked the parking, it clearly stated that a shuttle service to and from the airport was included until 11:30 pm every day. However, upon my return on April 23, I called the hotel for shuttle service at 11:07 pm (which was within the time frame provided on their website) and was told by the front desk staff that the shuttle service was not operational to pick me up, forcing me to spend an extra $20+ on an Uber ride.What was particularly disappointing was the attitude of the front desk staff. She claimed that the hotel was not responsible for the shuttle service and refused to reimburse me for the additional expense. She even suggest that the shuttle was only for hotel guests, not customers who booked parking. I found her unprofessional and irrelevant comment about being a first-generation immigrant particularly offensive and unnecessary. As a paying customer, I did not appreciate being treated in this manner, and I expected a level of service and respect that was clearly not provided.

  Business Response

  Date: 06/20/2023

  Hi Yasu,

   

  We are sorry for your experience and we regret to inform you that a refund cannot be approved at this time. Also, the dispute is still under review by your bank and not ruled in any parties' favor yet. So we recommend you to wait for the bank's decision in this case. If you need further assistance, please reach out to ************ and we will advise you with the next steps. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20179167
  

  I kindly request further clarification and explanation for the refund denial. Previously, you had assured me that you would contact the hotel and initiate the refund process. Unfortunately, I did not receive any further communication or updates on the progress of this matter. Despite filing a second complaint on BBB, your response was brief and did not provide any substantive information or justification for the refund denial. Without such information, it is difficult for me to understand the reasoning behind your decision and evaluate its validity. I kindly request that you provide detailed reasoning for the refund denial.
  
  As an alternative solution, I would also be open to accepting reimbursement for the Uber expense incurred due to the hotel's fault. It is important to emphasize that my intention is not to engage in prolonged disputes or unnecessary conflicts. However, I firmly believe that the circumstances surrounding the unfulfilled promises and lack of satisfactory customer service warrant a fair resolution. I kindly request that you demonstrate your commitment to good customer service by considering either a full refund for the charges in question or reimbursement.
  
  Thank you.

  Best regards,
  Yasu

  Business Response

  Date: 06/27/2023

  Hi Yasu,

  We have submitted your Uber receipt to our review team for approval but unfortunately, as it was not in your name it was rejected initially. However, our dispute department stands  maximum in favor to our customers. Though shuttle service issues are not incurred by Way.com, as a valued customer we would like to offer you a credit refund which is equivalent to your Uber charges that can be used for your future reservations with us. If you wish to proceed with the same, please get in touch with our dispute department and they will guide you through the next steps. Thank you.

  - Way Team

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20179167
  
  Hi,

  Thank you for your response. I appreciate your efforts in addressing the issue. However, I must emphasize that I would prefer a refund in the form of a check rather than a credit.
  
  While I understand that shuttle service issues may not be directly caused by Way.com, it is important to note that the promised shuttle service was a key factor in my decision to book with the hotel through your website. The inconvenience I experienced, along with the additional expenses incurred due to the unavailability of the shuttle service, has left me dissatisfied with the overall experience. Given the circumstances, I kindly request that you provide a refund via check for the amount equivalent to the Uber charges.
  
  I remain willing to collaborate with your dispute department to expedite the process and provide any necessary information or documentation required to facilitate the refund. I value your commitment to customer satisfaction and trust that you will consider my request in light of the circumstances.
  
  Thank you. I look forward to a positive resolution.
  
  Best regards,

  Yasu

• Initial Complaint

  Date:06/12/2023

  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 parking through way.com on 6/8/23 that advertised a free airport shuttle for $52.33. I arrived at the assigned hotel on 6/9/23 2 hours and 30 minutes ahead of the flight. When I went to the hotel to ask about the shuttle, the man said there was no shuttle. We left and went to airport parking. When we reached out to way.com for a refund, they said that because the shuttle service is complimentary that they were not responsible for it and there was no possible refund. No reasonable person would separate the shuttle from the overall parking package for airport parking. Additionally, way.com never sent a receipt for the transaction or confirmation or any communication that the shuttle was not available.

  Business Response

  Date: 06/20/2023

  Hi ******,

   

  We are so sorry to hear about your experience due to our partner's shuttle service. Please understand that Way.com is an online market place and we do not own or operate any of the facilities listed on our website. All the information provided in our website are by the concerned lots itself. We see that it was already updated in our website and app as shuttle service has been suspended by this facility for safety purposes (please see attached screenshot). We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. Shuttle service is complementary to all bookings and is provided directly by the lot to the customers. Unfortunately, as the shuttle information is already provided in our website and app, you always have the option to go for another one if it doesn't meet your preferences. So a refund is not possible from our end for shuttle issues. We apologize again for the inconvenience this issue may have caused to you. If you need further assistance, please contact our support team at *************** or ************.

  - Way Team

• Initial Complaint

  Date:06/08/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked parking for *********** tomorrow and have received no email confirmation regarding my booking. I was immediately charged for the booking and the website redirected me to another page. The company has no front facing customer service, thus there is no way to confirm my purchase other than the charge on my account. They post fake reviews on their website, however, this seems typical for them judging from prior complaints and outside reviews of the company. There was also no confirmation sent to my spam folder as I see a way rep suggested that to another claim filed.

  Business Response

  Date: 06/12/2023

  Hi *****,

   

  We are sorry to hear about your experience while booking with us. Please note that our customers can access all of their reservation details through our website or app under their profile if logged in with their registered email or phone number. If there is an issue logging in, you can always reach out to our support team immediately and we will resend you the confirmation email. We don't see any calls received from your end before your check-in time to get help with this issue. However, we understand the frustration this incident might have caused and we apologize for your inconvenience. If you need any further assistance, please reach out to us directly on ************ or **************** Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:06/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to dispute a charge of $105.57 to my credit card account on April 16, *****. The charge is in error because I purchased airport parking through Way from April *****, 2023. I did not buy same parking twice, only once. I only receive confirmation #OG127214056. I noticed on my credit card was charged twice, $105.57. I called the credit card company and disputed the duplicate charge. When I called the Way and explained the duplicate charge, I was told that duplicate order was canceled and dispute department will get back to me after few weeks. The Ways dispute department was offering me Waybucks. I rejected the offer and I asked my duplicate charge of $105.57 credit back to my credit card. After few weeks, I get a large envelop from my credit company that reapplying the charge to my account. The Way informed the credit card company that I bought two different orders of the same parking same day.I only have one email order confirmation #OG127214056 with car plate number on the receipt, time ***** pm. Second order #OG127214081, I never received any email confirmation or I ever use the service. On that receipt, Status: cancelled, license plate number: N/A on April 15, 2023 at 11:18 pm.I only use one car parked on April 19- 24, 2023, not twice. I want a refund for the services that I did not use, $105.57. Upon further investigation, I found out that there were lots of complains similar filed on Better Business Bureau, ****************************************************************************************************************************** am requesting that the error be corrected, that any finance or other charges related to the disputed amount be credited to my account. Enclosed are copies of receipts, email from Way dispute department supporting my position and experience. Please correct the error on my account promptly.Sincerely ***********************

  Business Response

  Date: 06/07/2023

  Hi ****,

   

  We are sorry to hear about your experience while booking with us. We see that both reservations were made at different times and it's not a duplicate charge from our end. It might have happened by mistake from your end while checking out. Also, we have sent you confirmation emails for both reservations and we have submitted that evidence to your bank as well. The same information can be accessed from your Way app as well if you want to view the reservations under your profile registered with us. Please understand that we are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. Despite of being used or unused, if we cancel a reservation after the check-in time upon a customer request, the lot will charge us for that space and because of this reason we have made this clear in our cancellation policy as well. However, as a valued customer, we have tried to reach out to the lot to get a confirmation from them stating that you have used only one reservation and we can initiate a refund for you. But unfortunately, they couldn't provide that information from their system and we are unable to process your refund request back on your card upon this scenario. So, the best possible resolution that we can offer at this moment is to provide you with a credit refund that can be used against your future reservations with us or else if you still need a card refund please reach out to the lot directly and request them to provide us with a confirmation via call or email to proceed with the refund. We hope you can understand our position in this matter and we look forward to work with you in the future without any hassle. Thanks for your understanding and cooperation.

   

  - Way Team

• Initial Complaint

  Date:05/31/2023

  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 booked May25-May30 for airport parking. May 30th was a precaution and only for 1am due to a previous dispute with this company. Previously I parked with them and my flight was delayed, I returned to the lot a half hour late and they charged me for the full day. This time I scheduled one extra day to avoid that problem in future. When I parked this time, I returned May 29th, my flight was on time. When I spoke with the parking attendant, he informed me that I could seek a refund for the extra day I did not use. When I went to the website, I did not see an option to request a refund and called the company. They refused to refund the day and stated I would have to go directly through way.com. When I contacted way.com, they stated that I could not cancel, although I did not ask them to do so. I clarified my issue and received no further response. **********/ ARB Parking are also included in this complaint as they were unprofessional and were unwilling to work with me. They took money but did not want to return any. There was not a policy about refunds of days unused. Because they were able to charge me without going through the website for returning late, they should have been able to do the same when seeking a refund for the unused day. Their behavior was inconsistent with what the parking attendant informed me.

  Business Response

  Date: 06/07/2023

  Hi Trane,

  We are sorry to hear about your experience while using our partner's parking facility reserved through us. Please understand 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. The prices listed are the best discounted price available on that particular date of booking and is also subject to change as per the availability and instructions by the lot. The reserved charges through Way will be applicable only for the dates and time reserved through us and any extra time will be subject to be charged by the lot as per their decision. We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them, so as per our cancellation policy we are unable to cancel or refund any reservations after the check-in time despite of being used or unused or else if we proceed with a refund, the parking lot will charge us for that space. Also, we do not provide any partial refunds for unused days as per our cancellation policy which is clearly mentioned on our website (screenshot attached). We understand the inconvenience caused to you by this issue and we sincerely apologize for that. But unfortunately, we don't have an option to provide a partial refund for unused days as per our policy. We appreciate your feedback and we will try our best to improve our services in the future by working along with our partners to provide the best services. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:05/25/2023

  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.

  The transition was on 5/18/2023 for or $60.54 for parking at the midway ************ First of all it advertised $10 a night and when purchased, the total ends up being 2x as much as what is advertised. My flight was canceled, I contacted way.com immediately about the cancellation of the flight and I provided proof. The customer service said they could not refund me since they already paid the *********** for the parking. I paid $60 for a service that I never received. This website advertises hassle free refunds. But the customer service refuses to issue refunds. After talking to customer service 4 times, they agreed to refund me to my original payment method. Then I receive and email that I will be getting Waybucks a credit for their website. This company is refusing to give me a refund for services that were not provided. **************** is not answering. And there are many other customers with similar experiences if you look on trip advisor.

  Business Response

  Date: 06/02/2023

  Hi ******,

   

  We are sorry to hear about your experience while using our services. Please understand that Way is a third party online marketing place and we do not own or operate any of the facilities listed on our website. As per our cancellation policy, we are unable to cancel any reservations after their check-in time despite of being used or unused as we are liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. The only exception to this is if in case there is a facility issue or if there is an approval from the lot to initiate a  refund in special occasions. However, we do understand that unforeseen circumstances like flight cancellations/reschedule do occur so in such situations the maximum we can offer within our limitation is a credit/Waybucks refund after deducting one day or days from the date of contact by the customer. We have listened to the whole conversations and found that none of our customers offered you a refund back on your card apart from a credit refund. We have already processed a credit refund for you as per your request upon submitting valid evidence of your flight reschedule but you were demanding a card refund which is not possible from our end unfortunately. We have clearly mentioned all these facts in our refund policy and terms disclosure which is attached for your reference. A card refund is possible before your check-in time even without asking any questions as per the instructions provided by the concerned lots on our website. Some parking facilities offer a free cancellation only before 24 hours of your check-in time and if it is within 24 hours they will charge a $5 cancellation fee. For some other lots it will be a 100% refund if requested anytime before your check-in. We have listed all these terms specifically under each lot's description to avoid such confusions after check-in. You will be able to view this on your confirmation email as well once you have reserved your space. Please understand that we have tried to help you out in best possible terms and refunded you in credits which can be used for your future reservations. We hope you can understand our position in this matter and we look forward to work with you without any hassle in the future.

   

  - Way Team

• Initial Complaint

  Date:05/23/2023

  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 used Way to book an airport parking at *** for May 19, 2023, at 4:00 am. Way charged me $27.67 for reservation #OGI27577411 to park at One Switch *********** Parking. When I arrived and while waiting to be checked in there were about ************************************** The manager informed that their system was not working. The manager had an employee calling the country of ******** to solve the issue and reboot the system. After I asked the manager said the issue would take a while and that if I had to leave he would open the gate to let me out. I parked at the *********** at a cost of $75. After I parked I walked to the *** line and called Way at 4:45 am. *** does not want to reimburse the money I paid and much less the $75 because they claim I had checked in. I could not check in because the lot (One Switch **** had no system and I could not park because they could not check me in. I seek the return of my purchase and reimbursement for my costs parking at **** Way has already denied my claim via email based on their cancellation policy that is not allowed after check in. In their denial Way stated that they have not been able to contact One Switch ****

  Business Response

  Date: 06/02/2023

  Hi *****,

   

  We are extremely sorry for your experience at our partner's parking facility. Please understand that Way is a third party online market place and we do not own or operate any of the facilities listed on our website. We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. As per our cancellation policy, we are unable to offer any kind of refunds after the check-in time or if we proceed to do so without the approval of the parking lot, they will charge us for that space. However, we totally understand the inconvenience you have gone through and we always look into our customers' issues seriously. But unfortunately, we see that this transaction was disputed. Once a payment is disputed, we won't be able to access your funds. You have to either wait for a ***** days investigation period of the bank to see their decision in your case or else you can work with our dispute department to resolve this issue at the earliest. Please reach out to our dispute team for guidance regarding resolving your dispute at **************** We apologize again for your inconvenience and thanks for your understanding and cooperation.

   

  - Way Team

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20097299
  
  I am rejecting this response because they are only prolonging the situation by sending me to a dispute office. They should propose a solution.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/07/2023

  Hi *****,

   

  As we mentioned in our previous response, we don't have any access to your funds at the moment to provide you with a resolution as the transaction is disputed. If you need a resolution by working with us, please let us know so we can guide you through the next steps. Our dispute department will be in touch with you shortly. If in case you don't wish to work with ** for a early resolution, you can still reach out to ** any time between the ***** days review period by your bank. Thanks for your patience.

   

  - Way Team

• Initial Complaint

  Date:05/21/2023

  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 contracted for a parking space with Way for $148.15. It was not available when we arrived at the contracted time of 6a.m. on April 22nd, 2023. We were forced to park at ****************** for a cost of $323 to catch our 8 a.m. flight.Way refunded $148.15. We want them to refund an additional $174.85, to make ** financially whole, as way.com broke our contract by not having a parking space available for us

  Business Response

  Date: 06/07/2023

  Hi ******,

   

  We are extremely sorry for the experience you had while using our service. We are unable to locate any reservations under the email ***********************. Could you please provide us with the confirmation number, email you have used or the last 4 digits of your credit  card number? Please understand 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. 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, this was an unforeseen circumstance and the lot didn't inform us prior about this issue to make us aware about this and to make alternate arrangements for our customers. As per the explanation by the lot, this was happened due to unexpected flight cancellations and the existing vehicles could not get moved out of the lot to accommodate the new ones. However, we totally understand your inconvenience and we sincerely apologize for that. We will make sure by working with our partner that such incidents won't happen again in the future. Our system doesn't allow us to refund any amount which is greater than what was paid to us. We have also mentioned about this in our policy terms and conditions that we won't be liable for any such situations caused by a facility issue as we do not operate them. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20087766
  
  I am rejecting this response because:
  I have not been made whole by WAY.Com.  We paid $174.85 more for parking than we contracted with Way.com, for which we expect to be reimbursed.  We were never notified our spot was not available.  Way.Com is negligent in this case.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/12/2023

  Hi ******,

  We totally understand the frustration and inconvenience caused by this issue. As we explained in our previous response, this issue was not notified to us prior by the lot and that's reason we couldn't notify our customers as well. We have refunded you in full and unfortunately, that's the maximum help we can offer within our limits. Please understand that our cancellation policy doesn't allow us to refund any amount more than paid to us. 

   

  - Way Team

• Initial Complaint

  Date:05/21/2023

  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.

  Check in May9 2023 T 5:30am, check out May20 2023 at 4 pm.Provided address of the parking space could not be found by navigation system.Total paid $108.20

  Business Response

  Date: 05/31/2023

  Hi *****,

   

  We are so sorry to hear about your experience while using our service. Please understand that Way is an online marketplace and we do not own or operate any of the facilities directly. All the information provided on our website and app are by the concerned facilities itself. We totally understand your inconvenience and frustration caused by this issue. We always stand by our customer's end to deliver the best experience for them. Unfortunately, we see that this transaction was disputed and once it is disputed, we won't be having any access to your funds until the bank rules in favor of either parties or dispute is dropped. It takes ***** days for getting a decision from the bank's end. If you wish to resolve this issue at the earliest by working with **, please reach out to our dispute department at **************** Thanks for your understanding and cooperation.

   

  - Way Team

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20087201
  
  I am rejecting this response because:

  we tried to find the parking lot by GPS and could not. There is no sign for ** to see where to park the car.

  we tried unsuccessfully contact you about our problem and no one answer the phone.

  only one option was left for **, to call credit card and cancel/dispute the charge of $108 of your company.

  as we did not get any help from you and we did not have time to find any other solution, we parked our car on ************* parking and at the end spent $300 and we would like to have that total back as your company did not provide any service.

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

  Business Response

  Date: 06/07/2023

  Hi *****,

   

  As we mentioned in our previous response, we don't have any access to your funds to resolve this issue at this moment. If you wish to work with us, please reach out to our dispute department and they will guide you through the next steps to resolve it at the earliest. If in case you don't wish to work with ** and continues to dispute the charge, you may please wait ***** days for completing the review by your bank for a decision. Also, you can contact ** anytime during this period to work on this issue for a resolution. Thanks for your understanding and cooperation.

   

  - Way Team

• Initial Complaint

  Date:05/20/2023

  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.

  On two separate occasions, the Way app (Way.com) added an additional day to my parking request. I did not pursue it as an issue the first time as I thought it couldve just been an oversight. As a rushed traveler, I did not notice and allowed the confirmation to go through on both occasions.I noticed it before checking in this last time. I was simply told by the parking attendant that I should contact Way before returning.I contacted the company the very next morning as I was traveling late. This was more more than 48 hours prior to returning to pick up my vehicle. I asked to ask for an adjustment because the app itself does not allow you to shorten your stay EVEN THOUGH it states you can alter an order prior to 24 hours of date.I believe this company is doing this to others. I believe they are stealing money for services not rendered. Plus, the app makes false statements.At this time I am not worried about my mirror $10 I want to company to be held responsible for what I believe its doing to multiple purchasers.

  Business Response

  Date: 05/30/2023

  Hi *********,

   

  We are sorry to hear about your experience while using our services. We couldn't find any reservation under the email ************************** to pull up your reservation details so we can look into this issue further. Kindly help ** with more details like the email you have used for your booking,the confirmation number, the last 4 digits of your card that was used. We will look into it and get back to you at the earliest. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20083994
  
  I am rejecting this response because:

  the Email used with the way.com is

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

  They can look into this further.

  The app itself needs to be corrected-changes cannot be made.

  They added a day and would not let me shorten the stay.

  and I merely want the BBB to have the business on their radar.

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

  Business Response

  Date: 06/07/2023

  Hi *********,

  We have investigated upon your issue and there is no issue reported so far with our app that adds up a day automatically to a reservation. We only have options to manually change the reservation dates and times based on conditions by the lot. Once a change is made, we cannot initiate a partial refund for unused days as per our cancellation policy which was provided in our terms and conditions during your check-out. If you needed any help to alter your reservation, our customer success team could have helped you if reached out to them before your check-in time. For some facilities, they don't provide an option to reduce the days via online once it is reserved. We can only extend the days upon reaching out to us 24 hours prior for some lots. Unfortunately, we cannot proceed with a partial refund at this time as we are liable to pay to the lot for each spot allocated to our customers for the reserved time period as per the contract we have with them. If we proceed with a partial refund or cancellation after the check-in time, they will charge us for that space despite of being used or unused. That's why we have clearly mentioned our cancellation policy on our website, app and confirmation email. If you need any further assistance regarding this issue, please reach out to our support team at *************** or ************. Thanks for your understanding and patience.

   

  - Way Team