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:03/26/2025

  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 a reservation for a car parking space on February 16 /2025 at the doubletree by ****** in *********** .I was to leave my car on 3/1/25 at 4am and return on 3/8/25 at 10 pm!when I got to the hotel on 3/1/25 at 4am I was told that they didnt had any parking left ,they put me on the phone with a WAY representative named **** I asked him what they intended to do about my problem since my flight would leave in 2 hours , I was told by the same representative to go park the car at the economy parking at the airport , then asked him who was going to pay for the park there since I knew that would cost close to $300 for the week ,he told me to get a receipt and I would be reembolse by WAY!upon my arrival I sent them the receipt for $280 with a explanation of the problem ! For the past three weeks I been trying to get reembolse for the parking ! The company refunded me $95.59 amount that I had paid them when I made the reservation!After e-mails back and forth with them I was told that there policy only allowed them to reembolse what I had paid them and nothing else!So this company is in business to pretend that they found you a cheaper parking them they make you go pay full price and then I dont know why they ask for a receipt that they never going to reembolse you for! I believe I should be paid for the $280 that I had to pay because of there bad business practice !

  Business Response

  Date: 03/27/2025

  Dear ******,

   

  Thank you for reaching out and providing detailed feedback regarding your recent experience with our parking reservation service. We sincerely regret the inconvenience and frustration you encountered at the DoubleTree by ****** at *********** on March 1, 2025.

  
  We understand how important it is to have a reliable parking arrangement, especially when traveling under time constraints. We apologize for the unexpected lack of availability upon your arrival and for the resulting disruption to your plans. While we aim to offer a seamless service, we recognize that we fell short in this instance. Regarding your refund request, our current policy only allows us to reimburse the amount you initially paid for your reservation, which has been refunded to you in the amount of $95.59. Unfortunately, we are unable to refund additional expenses incurred beyond the original booking cost. We deeply regret any misunderstanding this may have caused.

  Your feedback is invaluable, and we will review our processes to prevent similar situations from occurring in the future. We are committed to improving our customer experience and truly regret the inconvenience caused by this incident.

  
  If you have any further questions or concerns, please don't hesitate to contact us. We appreciate your patience and understanding.

• Initial Complaint

  Date:03/26/2025

  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.

  My car was parked on the property for 4 days while I took a trip and upon my return the ***resentative on site asked me to wait while they brought my car to the front. I waited as I watched other customers that came AFTER me have their cars brought to them. After approximately 10-15mins I asked the ***resentative where was my car, he proceeded to tell me it was coming, there were alot of cars around my car but, it'd be brought to me soon. I waited another 10 minutes, found the *** again asking about my car. He became annoyed advising me they were busy. Meanwhile other customers again are receiving their car. After 38minutes my car is brought to me. I drive down the road 2 mins & check my car's dash camera, I see 2 people standing outside the driver's side window along with the "***" I had been asking about my car using a crow bar prying my window/door open. I immediately call and speak with ******, the man I'd been asking about my vehicle, and asked him WHY DID HE LIE TO ME THE WHOLE TIME and I proceeded to tell him about the dash cam. He immediately apologized and said he'd call supervisor to call me back. I NEVER RECEIVED A CALL FROM THE MANAGER, but ****** texted me that his manager was going to refund me and apologized again and that his manager was going to ***rimand the person whom broke into my car. I also advised they'd damaged my door, it is bent as you can hear the outside wind blowing in my car due to them bending my window/door. I also asked why be deceitful and not ask me if it was okay they break into my ********** obviously aren't trained. (they locked the keys in my car). After a week I texted ******, asked where my parking refund was and got no response. I emailed the company as well and no response. THIS BUSINESS DAMAGED MY CAR DOOR. I originally only wanted my parking charge back and disputed this with my bank. Now, I will be filing a small claims case for the parking fee, damage to my window and willful pain, suffering and punitive damages.

  Business Response

  Date: 03/27/2025

  Dear *****,

  Thank you for sharing your concerns with us. We sincerely apologize for the experience you had and for the inconvenience caused. We want to address this matter properly and ensure it is resolved for you as swiftly as possible.

  
  To help us investigate this situation further, could you please provide your Reservation Number or any other identifying details related to your stay with us? This will allow us to look into the specifics of what happened and work toward a resolution.

  
  Thank you for your patience while we review this matter. We look forward to assisting you further.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23120173
  
  I am rejecting this response because: I am requesting a refund and I have proof of the parking representatives prying my door open WITHOUT MY PERMISSION and there is damage to the door and I want compensation for the top of my door that is bent. 

  My confirmation number is Confirmation no :OGI48798753

  My reservation info:

   

  Order Date : 20 Nov 2024, 08:35 AM EST
  Parking Lot Name : ************************** ( Formerly BMI Smart MCO )
  Parking Lot Phone : *************
  Entrance Address : ****************************************
  View Map : Click Here
  Enter After : Sat, Nov 23, 2024
  10:00 AM
  Exit Before : Fri, Nov 29, 2024
  10:00 AM
  Change
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/31/2025

  Dear *****,

  We take concerns like this very seriously and want to assure you that your satisfaction is our top priority. One of our team members will be reaching out to you and coordinating with the lot to address this issue promptly. We are committed to resolving this situation for you as quickly as possible. We appreciate your patience and understanding, and we look forward to getting this matter cleared up to your satisfaction.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23120173
  
  I am rejecting this response because: I've sent this company these same text and proof of the calls received from their business associate, ****** and nothing was done. I'm attaching the pictures and text here. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/22/2025

  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.

  Date: 3/22/25 Transaction for **************** Amount: $178.98 + $10.21 =$189.19 Timeline of Events:1) Input reservation time and date on website 2) Processed reservation order 3) Confirmation page displayed incorrect times 4) Installed required app to edit reservation 5) App displayed $10 fee to edit reservation 6) Called Parking Lot from email confirmation 7) Informed I needed to call vendor 8) Called customer service from vendor 9) Explained that system must have glitched, I input times correctly but the confirmation showed incorrect times and I did not want to have to pay for an error I did not make.10) Agent would not help, explained they could process a refund for store credit but that rebooking would likely be more expensive; requested manager.11) Spoke with manager, explained situation 12) Was told I would have to pay to modify 13) Explained I would not pay, was offered a refund 14) Asked how long for refund, told 7-10 days 15) Manager offered credit, I explained why I would not take creditbecause I would likely have to pay more to rebook 16) Manager insisted he could not change it without charging me, continued to offer refund 17) Explained I could not wait for refund and would not take store credit to pay more for the same thing 18) Manager offered $5 promo code for my next reservationan offer advertised already to me in-app anywaysaid he was not authorized to change without charging me 19) Requested somebody so-authorized 20) Told that there was nobody.21) Paid fee in-app to change reservation In summary:A system error occurred in booking my reservation, I was made to pay $10 (plus tax) to change it to the correct time. The refund would come too late as I dont have the funds to book another reservation. Store credit would be instant but I would likely apply it to something that was more expensive anyway.

  Business Response

  Date: 03/24/2025

  Dear Miles,

  Thank you for bringing your experience to our attention. We regret to hear about the difficulties you encountered with your reservation on March 22, 2025, and we sincerely apologize for any inconvenience caused during the process.
  After carefully reviewing your concerns, we understand how frustrating it must have been to encounter an issue with the reservation time and to subsequently address it through various channels. Please know that we take your feedback seriously and are committed to making improvements to prevent such occurrences in the future.
  Unfortunately, our system's current policies require a fee to modify reservations, regardless of the circumstances. While we understand your perspective and empathize with your situation, we are unable to waive the modification fee. That said, we want to ensure you feel valued as a customer and would like to extend a $5 promotional code for your next reservation as a token of our appreciation for your understanding.
  We are actively investigating the reported issue with the reservation system to ensure that similar glitches do not affect our valued customers moving forward. Your feedback has been incredibly helpful in identifying areas where we can enhance our service.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23103978
  
  I am rejecting this response because:

  You are repeating the exact same thing that prompted my contacting the BBB in the first place.

  Worse still, you offer me the same promo code that your website is/was offering me for nothing. 
  

  If your system is unable to refund me $10, I will gladly take a personal check.

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

  Business Response

  Date: 03/31/2025

  Dear Miles,

  We sincerely apologize if our previous response did not meet your expectations. As explained earlier, we are able to refund you for the service you paid us for that was not provided. However, we are unable to cover any additional charges incurred outside of our services.

  
  Unfortunately, we rely on our partners to ensure adequate space availability for our customers. While we strive to maintain seamless operations, unforeseen situations can arise that are beyond our controlsuch as other customers being unable to pick up their vehicles on time, leading to extended stays and a "lot full" scenario.

  
  We truly appreciate your understanding of these challenges. Our commitment remains to continuously improve and ensure a better experience for all our valued customers.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23103978
  
  I am rejecting this response because, once again, I was not at fault. I fully understand--even if I might think it a dishonorable practice--that you may choose to charge the type of fees that you have charged me to persons who willfully made a decision and changed their mind a split second later.

  But again, I submitted everything into your system properly. Your system malfunctioned and booked me for a different time than I booked.

  Two things I ask you to consider:

  1) Why would I be taking the time to process all of this through the Better Business Bureau if I knew I was at fault?
  2) Why would I only be asking for the processing fee, and not the entire purchase?

  This is not a matter of money for me. It is about the principle that you are charging me to change something that your system messed up. That crosses the line between dishonorable-but-legal into immoral, and what I think may well be illegal. If not, it most certainly should be.

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

• Initial Complaint

  Date:03/12/2025

  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 a dental cream and they never sent me an email to track the product but instead they hacked my information that night

  Business Response

  Date: 03/13/2025

  Thank you for reaching out to us. It seems there has been some confusion regarding the name and nature of our company. We are Way.com, a platform dedicated to parking, transportation, and travel-related services. We are not affiliated with any medical or pharmaceutical companies, including "********."
  We understand your concerns and take matters related to personal information and online safety very seriously. If you believe your information has been compromised, we recommend promptly reaching out to your bank or financial institution and updating your passwords as a precaution.
  

• Initial Complaint

  Date:03/11/2025

  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 a reservation with the Way app on 1/31/25. Had difficulties with that and accidently made 2 reservations as I had changed my mind about the arrival time to the parking lot. Was charged twice because I could not cancel it myself, had to call and after much confusion and being told I would only receive a credit towards services the *** finally said they would credit the incorrect reservation. I did receive that credit.Arrived at the lot 45 minutes early due to leaving my house early because of an ice storm (2 hr drive to lot). The ** code did not register at the lot and employee said no problem I'll just look up your reservation, it was found, I gave her my card to record and off to the airport. I am guessing the employee didn't know about the ** system as well as me because......I did not get the Way pricing, the lot billed me their fees. I didn't notice this when I arrived at the lot to return home as it was late and I was tired and just wanted to get home (2 hr drive). The next day I looked over the receipt and realized what happened. Called Way, was told because I checked in earlier than what I had put on the reservation the ** code doesn't work and therefore they can't help me. All I was asking for is the $38.95 they charged up front to be refunded, not the full amount charged by lot. I cannot believe that nobody ever checks in early. Told the *** that I was not aware of this and where does it say this on the app or website. *** just kept saying they were sorry but that is the rule. After numerous calls and emails asking for a refund and for proof of the ** code not working because of arriving early, I received an email just stating about if I need to extend my stay (this I already knew and read) and that they don't issue refunds?? STUPID!I did call the parking lot and ask if anyone else had encountered this type of situation, employee said no and mgr was on vacation but would tell him? Don't know who to believe. ****** learned, to good to be true it is

  Business Response

  Date: 03/13/2025

  Thank you for reaching out to us and sharing the details of your experience. We sincerely apologize for any inconvenience and frustration this situation has caused you.
  Regarding the reservation process, we understand the difficulties you encountered initially and appreciate your patience while our team addressed the double-booking issue. Were glad to hear that the incorrect reservation was eventually credited. To clarify the charges from the parking lot, the additional $26.40 you were charged (resulting in the total of $160.60 instead of $134.20) was due to arriving at the lot 45 minutes earlier than your reserved time. Unfortunately, when check-in occurs outside the reserved time frame, the ** code does not function, and the parking lot operates under its own pricing structure. This policy allows parking lots to charge for any extra time used at their prevailing rates. We understand your concern regarding this policy and agree that its crucial to make such details clear. Your feedback is invaluable in helping us improve. We regret that were unable to provide a refund in this case, as the charges beyond your original reservation resulted from additional time used outside the parameters of the booking. While we aim to provide a smooth and efficient experience, certain aspects, like on-site lot pricing, are determined by the parking facility. We truly appreciate you taking the time to bring this to our attention and apologize again for any frustration caused. Please dont hesitate to reach out if you have further questions or need assistance with future reservations. Were here to help.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23048618
  
  I am rejecting this response because: The additional charges (actually only full price for parking) from the lot have nothing to do with what I am questioning or asking for a refund for. I asked for the $38.95 pre payment charge from WAY to be refunded. I asked for PROOF of your rule that if you check in early the ** code doesn't work at the lot. NO where did I find this proof and WAY could not provide it to me because it doesn't exist.

  ***On Sun, Mar 9, 2025 at 9:55?PM way <**********************************************************> wrote: Dear *****, 
  Thank you for reaching out, and we truly understand your frustration. We apologize for any inconvenience you have experienced.
  *****However, we are unable to provide proof regarding your request. Please note that if a customer attempts to check in earlier than their reserved time, they will incur an extra charge at the parking lot. The parking space is available only from the reservation time onwards. If you had needed additional time, we would have been happy to assist you with that, had we been contacted.
  Since this is a ** code-based lot, the code is only activated at the time of your official check-in and cannot be used before then. Unfortunately, due to these policies, we are unable to approve your refund request.
  We apologize again for any inconvenience caused and appreciate your understanding.
  Best regards,
  Mia
  Customer Success Team

  One of the **** in an email actually admitted this, see above. Had I known about this rule I would have called when I got to the lot ********************************** my car until my "check-in time". As if no one ever arrives early especially in inclement weather. Yes, I ended up paying regular price for the stay but that is besides the point. If you can't provide clear rules to go by then the consumer should not be penalized for it. The only rule I saw was if I needed to cancel the reservation or extend it. I just want my $38.95 refunded in the form of a check. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/18/2025

  Hello *****,

  Thank you for reaching out to us again and sharing your concerns. We sincerely regret that our previous response did not meet your expectations, and we truly value the opportunity to clarify further.
  To address your query, the amount you paid when making your reservation was a deposit for the parking reservation itself, which you successfully utilized. The additional amount paid at the lot was for the extra time you stayed beyond your original booking, and this charge aligns with the terms agreed upon at the lot.
  We understand that the ** codes functionality may have caused some inconvenience, as it is designed to activate only at the specific start time of the reservation. While this detail is not explicitly stated, the reservation is set for a particular time, and the ** code is tied to that timeframe. Unfortunately, arriving earlier does not activate the code prematurely.
  We appreciate your understanding in this matter and your feedback, which helps us continue to refine and improve our services. Please let us know if theres anything else we can do to assist you further.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23048618
  
  I am rejecting this response because:

  This is the lamest excuse I have ever seen. So now you are admitting there isn't anything in writing about the ** code being null and void if arriving early to a lot. Right there proves what a scam this whole system is. And the amount of $38.95 was the deposit paid to you, Way app for a reservation that you did not honor because you do not provide a clear explanation of your rules,  not to the lot for the extra 45 minutes that I checked in early. Again, all I am asking for is the $38.95 refunded to me.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/20/2025

  Hello *****,
  Thank you for reaching out to us again and sharing your concerns. We sincerely regret that our previous response did not meet your expectations, and we truly value the opportunity to clarify further.
  To address your query, the amount you paid when making your reservation was a deposit for the parking reservation itself, which you successfully utilized. The additional amount paid at the lot was for the extra time you stayed beyond your original booking, and this charge aligns with the terms agreed upon at the lot.
  We understand that the ** codes functionality may have caused some inconvenience, as it is designed to activate only at the specific start time of the reservation. While this detail is not explicitly stated, the reservation is set for a particular time, and the ** code is tied to that timeframe. Unfortunately, arriving earlier does not activate the code prematurely.
  We appreciate your understanding in this matter and your feedback, which helps us continue to refine and improve our services. Please let us know if theres anything else we can do to assist you further.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23048618
  
  I am rejecting this response because:

  I feel like your response was the same as the last one so I am responding with the same answer as to why I am rejecting plus more.

  This is the lamest excuse I have ever seen. So now you are admitting there isn't anything in writing about the ** code being null and void if arriving early to a lot. Right there proves what a scam this whole system is. And the amount of $38.95 was the deposit paid to you, Way app for a reservation that you did not honor because you do not provide a clear explanation of your rules,  not to the lot for the extra 45 minutes that I checked in early. Again, all I am asking for is the $38.95 refunded to me.

  Again....the $38.95 was the deposit paid to you, NOT to the lot. The amount I paid to the parking lot is moot at this point. I am only questioning and complaining against the Way app. and the fact that no where do you provide any communication that the ** code doesn't work if arriving early. As I stated, I arrived early due to inclement weather as I was 2 hrs away and wanted to be sure I had enough time to get to the airport. Penalizing a customer for being early without giving clear & written instructions that the reservation won't work is just plain wrong. But that is how you make your money, by scamming people. 
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/09/2025

  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 bought a premium car wash package for Duckys car wash (Lucky Duck) on 9 March 2025 through your app way.com. The services included are as follows:- Lucky Duck - Wheel Cleaner - Towel Dry - ******************* Dusting - Interior Window Cleaning - Custom Shampoos - Liquid Polish - Ceramic Shield with Dura Guard - Exterior Window Cleaning - Interior Vacuum - Paint Guard with ***************************************************************************** The package costs $32.99.When I visited the car wash, I was informed that the Lucky Duck car wash was the most basic option for $14. It didnt even offer any interior services. Additionally, I was given a code with a barcode that expires on December 23, 2024, for $18.Based on this information, I believe Way.Com is a scam. I would like a refund for the money I paid at the car wash since I couldnt use the barcode there.

  Business Response

  Date: 03/10/2025

  Dear ******,

  Thank you for bringing this to our attention. We sincerely apologize for the experience you had with the premium car wash package purchased through our app.
  We are currently investigating this matter to better understand what went wrong. Our team is thoroughly reviewing your concerns regarding the discrepancies in the services promised and what was delivered, as well as the issue with the expired barcode.
  Please rest assured that we take situations like this very seriously. One of our team members will be reaching out to you shortly to assist you further and ensure this issue is resolved to your satisfaction.
  We appreciate your patience and understanding while we work on this. Thank you for giving us the opportunity to address this matter.

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and received a  call from the business representative and find that this resolution is satisfactory to me.

  The Business has addressed my concern and I am ready to resolve this issue. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:03/06/2025

  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 a visitor in ** and had paid for a parking spot for 4 days via WAY app.I had downloaded the app and selected the period I wanted. followed the instructions step by step and paid. There r no alert or highlights shows it s one time in-n-out.I had contacted customer service immediately while the parking security told me. I asked them to break my booking as 4 individual booking or adjust my current booking amount as one day. They said there is nothing they can do. And the policy(not for multiple entrance) is folded by a link in small ******** s unreasonable n not user friendly for new users. It s just a technical issue to break the booking at the first day I contacted them!Need to apply a refund!

  Business Response

  Date: 03/10/2025

  Dear *****,

  Thank you for reaching out and sharing your feedback. We sincerely apologize for any confusion or inconvenience caused during your visit.
  As a general policy, airport parking does not include in-and-out privileges, and this is mentioned in our terms and conditions. We regret that this detail was not more prominently communicated during the booking process and understand how this could have led to frustration.
  Unfortunately, once a reservation is made, our system does not allow for splitting a multi-day booking into individual days, as its tied to the terms agreed upon with our parking providers. While we are unable to issue a refund in this case, your feedback is incredibly valuable to us. We will work to improve the clarity of our policies and enhance the booking experience for future users.
  
  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23027468
  
  I am rejecting this response because:

  1-there is no alert or remind for users to aware that it s "one time parking" during the whole booking process.

  2-I v made a phone call n asked for solution as soon as I v been infored (around 10 minis after parking).They have 4 days to resolve this.

  3-They could split the booking, or cancell the ***** booking and allow me to make a new one. Or give me vouchers for next booking.

  Obviously there is no "refund" mechanism due to "technic limitation".

  Even surpermarket would proceed the refund if I find out I misunderstood the price tag. As a mature business platform,I believe they can do better.
  
  Sincerely,
  
  ***** **

  Business Response

  Date: 03/17/2025

  Hello *****,

   

  We would like to clarify that Airport Parking is designed to serve customers who park their vehicles while they are on a trip. As such, we do not allow in-and-out privileges. Additionally, our terms and conditions state that after check-in, refunds are not available.
  We sincerely apologize for any inconvenience this may cause. However, as the parking reservation was fulfilled and the service you purchased was provided, we are unable to offer a refund in this instance.
  Thank you for your understanding.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23027468
  
  I am rejecting this response because:

  1-There is no alert or reminder during the booking process;

  2-It should be a simple tech solution for refund/solution while user find out there r misunderstanding;

  3-It not just for airport parking only. I had made downtown parking as well.
  
  Sincerely,
  
  ***** **

• Initial Complaint

  Date:03/01/2025

  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 reserved parking on Way.com. I realized the next day I no longer needed the parking. They already charged my credit card $97.41. When I tried to cancel, they tried to give me points. I told them I didn't want points; I wanted my credit card credited back (they should not have charged my card prior to the services anyway) the full amount of $97.41. Instead, they issued a credit for $85.12. When I tried to get resolution AGAIN, they informed me the difference of $12.29 was given to me in points. I did not want points and furthermore, went on their website and there was no mention of any points in my name. So, I went to **** (credit card company) and filed a dispute. Way contacted me and said if I withdrew the dispute, they would refund the remaining balance of $12.29. So, on good faith, i withdrew the dispute. When I contacted WAY, they are now telling me I have to provide proof of the withdrawal which is absolutely ridiculous. They refuse to give me back the $12.29. It's not even the money at this point. This is principal. They should not ask a consumer to jump through hoops to get back the money they took for no services rendered.

  Business Response

  Date: 03/03/2025

  Hello *********,

  Thank you for reaching out to us and sharing your concerns. We understand your frustration regarding the refund process and want to assure you that we aim to resolve this matter fairly.
  Regarding the refund of the remaining balance of $12.29, our system requires confirmation that the dispute with your credit card provider has been officially withdrawn. Unfortunately, without this confirmation, we are unable to process the refund, as the dispute status restricts our ability to issue credits directly.
  We kindly ask you to provide proof that the dispute has been withdrawn. This can be in the form of a confirmation email or a statement from your credit card company. Once we receive this documentation, we will promptly process the remaining refund amount.
  We truly regret the inconvenience this has caused and appreciate your understanding in helping us resolve this issue. Please let us know if you have any additional questions or need further assistance.

• Initial Complaint

  Date:02/24/2025

  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 purchase a monthly membership through the way app and attempt to use the the car wash voucher on February 17, 2025. The employee informed me that they dont accept the voucher and I ask for manager and he informed me they are not affiliated with way.com. I reach out to way.com to resolve the issue and I keep getting the run around that someone world contact me in 48 hours.

  Business Response

  Date: 02/27/2025

  Hella ********,

  Thank you for reaching out to us regarding your recent experience. We sincerely apologize for the inconvenience you encountered at the car wash on February 17, 2025.
  We have processed your refund for the monthly membership purchased through the Way app. You should see the refunded amount reflected in your account shortly.
  Additionally, we are currently in the process of renewing our contract with the car wash to ensure that such issues do not arise in the future. We appreciate your patience and understanding as we work to improve our services.
  If you have any further questions or need additional assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 02/27/2025

  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:02/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a parking Which included free shuttle to airport and paid with *************** advertised included shuttle to airport every 20 minutes.When I arrived they took my vehicle to park it and said shuttle was due in 5-10 minutes, but the shuttle never showed up after over 45 minutes. I asked attendant where shuttle was and he said shuttle driver was pulled over by police and unable to arrive and they had no other shuttle driver working.I asked the attendant for my car back ( which took an additional 15 minutes. So now at 1 hour later still no shuttle).Because I would have to find other parking since they did not have an operable shuttle service which was supposed to to be part of the package I paid for.He retrieved my car and I left and had to park at airport and only made my flight because its departure was delayed.The Fee I paid was never credited back to me. I filed a dispute with my credit card but the company still refused to credit me for the charge for services they could NOT deliver on.I called the company and was told someone would call me back.Over a week later I called again and they said someone would call me ******* waiting. Im not confident I can get this resolved without BBB assistance and also I want the problem documented so when other people have Similiar problems with the company there will be report of previous problem

  Business Response

  Date: 02/24/2025

  Hello ******,

   

  Thank you for reaching out to us and sharing your experience. We apologize for any inconvenience you encountered during your parking reservation with our partner.
  We understand your frustration with the delay and lack of shuttle service, which disrupted your travel plans. Their shuttle service is complimentary and provided by our partner, and we deeply regret that it was not available as expected. We recognize the importance of timely and reliable transportation.
  Please note that the service you purchased with Way.com was for parking, which you did receive. According to our policy, this makes the charge non-refundable. However, we genuinely regret the inconvenience you faced and would like to offer you a discount on your next booking with us as a gesture of goodwill.
  We understand that you are seeking a resolution and hope this offer provides some relief. Should you have any further questions or concerns, please do not hesitate to contact us. We value your feedback and appreciate your understanding as we work to improve our services.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22977508
  
  I am rejecting this response because:

  you advertised that the service had 24/7 shuttle.   You advertised shuttle every 20 minutes.  You advertised and continue to advertise shuttle service from your parking spot which is over a mile away and you mislead and false advertise.

  your advertising is dishonest in other ways as well but Im addressing the main issue which is I paid you for a service which you failed to fulfill and you refuse to refund my money.   You are dishonest and do not have integrity in the games you play.

  Your business practices are unethical and you demonstrate very poor integrity.   I have researched your company and you pull this stunt repeatedly on people and rip people off with your false advertising.   I discovered you ran this same business under another name and had your business license revoked for these same kind of business practices.   You lie and your business practices are not honest.   I do believe your practices will catch up to you, but it is very unfortunate that so many people will experience financial scamming until that happens.

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

  Business Response

  Date: 02/27/2025

  Hi ******,

  Thank you for reaching out and expressing your concerns. We understand your frustration and want to clarify a few points regarding our service.
  Firstly, we would like to clarify that we are a third-party service provider, and we rely on the information provided by our partners to advertise shuttle services. The shuttle service is complimentary and, unfortunately, in your case, the shuttle was in a situation where they were unable to provide the service as advertised.
  However, you did park at the designated lot, which means the primary service you paid for was indeed fulfilled. For this reason, we are unable to provide a refund.
  We take your feedback seriously and will communicate your concerns to our partners to improve the reliability of their services. We apologize for any inconvenience this may have caused and appreciate your understanding.

   

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22977508
  
  I am rejecting this response because:

  I did NOT use the service!

  when I pulled in to use the service I handed the key to the lot attendant as they require that and they require that THEY park your vehicle.  When the keys weee handed over I was told the shuttle would be there in 5-10 minutes.    After wsiting in the designated shuttle pick-up spot that I was directed to by that attendant that took my keys, I waited over 45 minutes and no shuttle arrived.   When I asked the attendant about the shuttle he made phone calls and then informed me the shuttle wasnt coming because the driver was pickles over by the police and he said they had no other shuttle drivers that day.    I then advised him I need to leave or would be at risk of missing my flight.   Because the reservation service I Purchased could not be fulfilled by the business I was forced to seek services (parking and shuttle) elsewhere and have the receipts to prove that.   The fact that you/or your third party were untruthful or misrepresented the services you were selling is not a valid reason for you to return my money.   And the fact that I pulled in and it was an hour before discovered this charade stunt that the company is pulling in no way is me Having used your services.  I did NOT leave my vehicle with you as soon as I discovered your fiasco.

   Sincerely,

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