Complaints

This profile includes complaints for Way.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Way.com

  Fremont, CA 94538-6544

• 

  Global Airport Parking, Inc.

  1440 Coral Ridge Dr # 430 Coral Springs, FL 33071

• 

  Motel 6 BDL Windsor Locks Airport Parking

  3 National Dr Windsor Locks, CT 06096

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/29/2022

  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.

  Hello,I am writing because of the airport parking situation that has occurred on 28Dec22. My flight was cancelled day of the 28th when my parking was going to start, I called the night of 28Dec but offices were closed to get a refund. So instead I had to call the morning of 29Dec and due to my trip no longer happening I no longer need the parking service. I have been getting the run around for a few hours with no resolve. I would like my refund of ******. Confirmation number is OGI25986360, ********* **

  Business Response

  Date: 01/04/2023

  Hi *****,

   

  We are sorry to hear about your experience due to flight cancellation. Please understand that as per our cancellation policy, we are unable to process a refund after the check-in time due to any personal reason of the customer. We are liable to pay to the lot as per the contract we have with them and if a customer wants to cancel a reservation due to flight cancellation or any other issues, they will charge us for the slot allotted to us for that customer as it is a loss for them if cancelled. However, we totally understand your frustration and the innocent situation due to flight cancellation. We look into our customers' issues seriously and always strive to ensure their satisfaction. Please provide us with a screenshot of the email or message that you may have received from the airline due to flight cancellation and the best we can offer you within our limitation is a credit after deducting the charges for one day and that can be used for your future reservations with us. If you wish to proceed with the same please let us know by replying to [email protected]. We apologize for any inconvenience this may have caused and hope to hear from you soon. Thanks for your understanding.

   

  - Way Team

• Initial Complaint

  Date:12/29/2022

  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 planned a visit to ******** / ********** between **** oct 2022, I rented a car from Budget for my visit .In this visit I used Way .com several times to book parking for my rental car , one of the places I used called ICON I noticed after I get my car from this parking place which called ICON that I still get a message that I am still holding the spot ( by the way in this parking place the attendant is the one who take the car to park for you and also the attendant is one who bring it back after he checked out ) , I called way .com and discussed with them the issue that I am already check out and have the car and also I told him that in this parking place the attendant is one who get the car for me after checking out , the customer services representative told not to worry it is software issue and it happed a lot with them and I dont need worry about.I returned the rental car to budget and went back home using southwest.However I kept getting the same message from them that I am still holding the spot, I kept try to clear it using my phone but sometimes it disappear but it come back again but I did not worry because they told me it is computer / software glitch Today I tried to book another parking spot using them , but surprisingly I found that they never close the parking in ******** and they are charging me about **** $$Right way I called them and talked with someone who said his name is ******, I explained to him everything include the conversation with the representative about 2 months ago , he said he can do nothing to stop the charges but he will send a message to the engineering department, I told him I dont feel comfortable because what happened in the past and I requested to talk to supervisor, he said he is supervisor and also he said he is busy now .I called again and talked with another person who said she will send me an email right away, I kept waiting and checked even the spam folder in my email nothing came .Please help

  Business Response

  Date: 01/04/2023

  Hi ****,

   

  We are sorry for the inconvenience caused to you. This issue has already been resolved and the amount has been cleared. If you need further assistance, please reach out to us at [email protected].

   

  - Way Team

• Initial Complaint

  Date:12/28/2022

  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 12/26/22 I reserved parking. The amount of the transaction was $83.19 for 7 nights 12/6/22 to 1/1/23. There commitment was to provide parking and they advertised that you can cancel anytime up until the time of the reservation/registration. The reservation was to start at 6:30 pm 12/26/22. We arrived at 6 pm and began to register with the front desk clerk. Before I registered my car, I received a notice that my flight was cancelled. My flight was with ********* Airlines who was experiencing a meltdown at that very instance. (80% of ********* airlines were cancelled on 12/26, and the government has opened investigations regarding their problems related to weather and scheduling problems). While standing out in the sub-freezing weather in front of the hotel, we tried to re-book another flight, but no flights were available until Friday 12/30 that wouldn't work for us. Because of the cold weather, we drove home to get warm and immediately cancelled the reservation.I canceled my reservation at 7 pm, which was reasonable considering the weather conditions, late cancellation notification, and the "cancel anytime" policy. The customer service representative said that we could get a refund if I provided proof that my flight was cancelled. I provided the ********* Airline notification I received at 7PM EST via email to ****. The next day I was notified that I would receive "way bucks" for a credit for my unused parking (7 days or $83.19). Thus far I have not received any "way bucks." I emailed **** asking for clarification about the way bucks, but I did not receive a reply. I emailed him again asking for a refund or information about way bucks, but received no reply. I asked **** if I could contact his supervisor/manager, and received no reply. I supplied information about the airline transportation and weather problems on the east coast, but I received no reply. Refund cancellation number is ## ****** ##. My reservation confirmation number was OG1260462280. I

  Business Response

  Date: 01/04/2023

  Hi *****,

   

  We are sorry to hear about your experience due to flight cancellation. We see that this reservation was already cancelled and refunded an amount of $69.35 as Waybucks to your Way account which can be used for your future reservations. **** has replied to you on 28th regarding this and we hope the issue is resolved now. If you need any further assistance, please reach to us at [email protected].

   

  - Way Team

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18653111
  
  I am rejecting this response because:  I requested a refund to my credit card. I have no use for a merchant credit. That seems reasonable considering weather conditions, massive flight cancellations,  and emergency conditions.  If I cancelled because of my negligence, a credit would be appropriate.  Their customer service certainly needs improvement.

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

  Business Response

  Date: 01/12/2023

  Hi *****,

   

  We regret to inform you that a refund back on your card is not possible at the moment. We have already stated in our cancellation policy that you can cancel anytime "before your check-in time" but not after the check-in time. Please understand that we are liable to pay to the lot for the slots allotted to us and if a customer wants to cancel a reservation after their check-in time due to any personal reason, we are liable to compensate the lot as per the contract we have with them. We totally understands that a flight cancellation is an unexpected situation and you are not at fault but unfortunately, due to this reason we cannot initiate any kind of refund. However, we value our customers and look into their issues seriously so that we have considered your request for a refund at least as credits for future use. Hope you can understand our position in this matter and we apologize again for any inconvenience this may have caused to you. We look forward to work with you in the future without any hassle.

   

  - Way Team

• Initial Complaint

  Date:12/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 17, 2022 I pre-paid for five nights of parking near *** for $100.89. The issues started when I arrived at the garage and couldnt access the ** code to enter the facility because of technical issues with the app. After pulling aside and calling away customer service, I was finally able to park. When I got to the airport, my flight was ultimately delayed 8 hours, which meant I would miss my connecting flight by about 7.5 hours. The airline could not offer me a viable alternative and I wound up being forced to cancel my entire vacation on the spot. Three hours later I returned to the garage to get my car. I contacted Way.com for a refund and they told me it wasnt possible because my flight was delayed and not cancelled, despite being unable to get to my final destination. I am now out $100.89 to park for three hours and the trip I have been planning for a year is ruined.

  Business Response

  Date: 01/04/2023

  Hi Rich,

   

  We are sorry to hear about your experience due to flight delay. We have refunded you $84.1 as Waybucks to your Way account that can be used for your future reservations with us. If you need any further assistance, please reach out to us at [email protected].

   

  - Way Team

  Customer Answer

  Date: 01/05/2023

  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:12/28/2022

  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.

  Way.com offers cheaper parking at the airport. I booked my reservation on Dec 23 (OGI26014164) for Dec 28 through January 1st. I called Way.con at ************ the night before to ensure that parking would be available and they reassured me that was the case. Upon arrival at *********** the morning of Dec 28, the lot was closed!!! There were other cars waiting as well. I had to drive to he airport and park there. There are refusing to refund the amount paid in the amount of $47.95 unless I present a receipt from the other parking, but I dont yet have it. I tried calling BMI but the call goes straight to voicemail. I need my money back.

  Business Response

  Date: 01/04/2023

  Hi ******,

   

  We are extremely sorry for the inconvenience caused to you by our partner's parking facility. Please understand that we do not operate any of the facilities listed in our website physically as we are only an online marketplace. Upon investigation we have found that the lot was closed due to an accident occurred nearby the facility on that day. We see that the reservation was already cancelled and refunded to you and that will be reflected on your card in **** business days. We apologize again for the all the hassle caused due to this issue. Thanks for your understanding.

   

  - Way Team

• Initial Complaint

  Date:12/26/2022

  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 a *********** at way.com with reservation number OGI25911668 for *******. And two days later way.com changed my reservation at a different location (**************). They did not credit the price difference to me ($20), instead, they give me a $5 coupon for future booking. When I showed up, prime park also charge us a $54 cash as we have a Lexus RX350 as there is surcharge for SUV. My initial reservation at ******* has no surcharge. I am requesting way.con to refund me $74. Otherwise, I will dispute with my credit card company,

  Business Response

  Date: 01/04/2023

  Hi Boning,

   

  We are extremely sorry for the inconvenience caused to you. We were forced to move you to another facility due to a last minute update from the previous lot that they were full. Unfortunately, we didn't have any other option other than moving you to Prime Park which was the nearest available one at that time. However, we totally understand your frustration and we always look into our customers' issues seriously. Could you please provide us a copy of the receipt of the amount you have paid to the lot directly? We will review it and get back to you with a resolution at the earliest. Thanks for your understanding and cooperation.

   

  - Way Team

• Initial Complaint

  Date:12/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a parking reservation, online, at way.com to park between the 10/12/22 - 10/20/22. Upon arrival to the parking lot, there was a line of 5 cars leading well outside of the building and into the street. I waited for 35 minutes in the line and only 1 car entered the building. I called the shuttle number to ********************* which was answered by *******. He apologized stating that there were only 2 employees working and 1 was driving the shuttle. About 5 minutes later he came out of the building and was letting everyone in their cars know about the situation. I told him that I was concerned about making my flight and again, he apologized and stated that since I hadn't checked in, I would be able to be fully refunded the amount I paid for parking. Then he recommended that I check at the parking facility across the street. At that point (total waiting time 42 minutes), I got out of line and drove across the street to ***********************. Fortunately, they had availability. Unfortunately, they were considerably more costly. Anyway, I called ******* back asking him how to obtain a refund. He gave me the phone number of the owner (*******) ************. I tried the number and was greeted with "the voicemail box is full please try again later." Then (same day, 10th of December), I contacted Way.com and told them the events that lead to me requesting a refund. They said they could not refund the money and to reach out to the owner (*******) and have him send them an email supporting the refund request. After numerous attempts to reach ******* by phone, I just texted the phone number. A few days later, he returned the call asking what had happened. He apologized and said that it is a very busy time at the park facility. He would do what he could to make sure I'd get a refund. At this point, I had emailed Way.com a few times and had ******** email and sent him and email or two as well. Here it is two weeks later, and still no refund.

  Business Response

  Date: 01/06/2023

  Hi ****,

   

  We are extremely sorry for the experience you had at our partner's parking facility. As we are liable to pay to the lot for each slots allotted to us as per the contract we have with them, we always need a confirmation email for initiating a refund from the lot owner. Since we couldn't find any direct email from him at that time, we were unable to initiate a refund for you. However, we understands your frustration and we apologize for the delay in getting back to you. We have refunded the charges back to your card and that will be reflected in **** business days. If you need any further help regarding this, please reach out to us at [email protected]. 

   

  - Way Team

• Initial Complaint

  Date:12/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We prebooked parking through way.com at the Premier Inn in *******. It was advertised as being two miles from the airport, having a 24 hour lot attendant and 24 hour security and being a safe place to park. Upon arrival it was evident that none of these things in fact were true and we could not safely leave our car parked there for a week. The description was fraudulent, including the fact the hotel is actually five miles from the airport not two as described, and is in a very unsafe neighborhood. As a result we ended up having to pay for expensive last minute parking at the airport. We sent way.com an email upon learning the misrepresented nature of the parking. They did not respond. I then called them and was told they would not refund our money because we did not cancel in advance. However, we could not know of the misrepresentations until we got there. All we are requesting is a refund of the fees we paid for parking that was not as represented and that we could not use in the amount of $73.50.

  Business Response

  Date: 01/06/2023

  Hi ******,

   

  We are extremely sorry for the experience you had at our partner's parking facility. Please understand that we are only an online market place and do not operate any of the facilities listed in our website physically. All the information provided in our website is directly updated by the concerned parking lots itself. As per our cancellation policy, we are unable to process any refund requests after the check-in time. This is because of the reason that we are liable to pay to the lot for each slots allotted to us as per the contract we have with them. However, we totally understands your frustration and we always look into our customers issues seriously. Could you please share the receipt of the amount that you have paid to the parking that you have utilized at the airport? We will review it and get back to you. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18634446
  
  I am rejecting this response because:

  Attached is the receipt for the *************** parking we booked upon ascertaining that the parking we had pre-paid for through way.com was misrepresented and fraudulently advertised. You can see it was booked after we arrived at the facility we had booked through way.com, is more expensive, and is for the same duration as what we had booked through way.com. I continue to be hopeful that an innocent customer will not be financially responsible for false/advertising/misrepresentations and that we will be refunded the $73.50 we were charged by Way.com.

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

  Business Response

  Date: 01/16/2023

  Hi ******,

   

  Currently you have sent us the booking confirmation only for the parking. However, we would require a final receipt from the lot or a screenshot of your credit card statement that is showing the same transaction to consider your request for refund. We appreciate your understanding and cooperation on this matter.

   

  - Way Team

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18634446
  
  I am rejecting this response because:

  The receipt I previously provided shows we we paid $102 for substitute parking. Nonetheless, I am attaching a copy of the credit card charge, as the merchant has requested.

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

• Initial Complaint

  Date:12/22/2022

  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 - 12/21/2022 Amount of money paid - ****** Commited to provide refund Provides refund only in the form of "waybucks"Need to get refund back on the card Order #OGI25986814

  Business Response

  Date: 01/05/2023

  Hi Rahul,

   

  We have already refunded you back to your card and that will be reflected in **** business days. We would like to bring your notice a few information about our cancellation policy. If you cancel a reservation from your end via online that will give you credits/Waybucks immediately to your Way account that can be used immediately for your next reservation if needed. This is to avoid the inconvenience of the waiting period of getting the money credited back to the card in case if some customers need to immediately book another one if there is a change in reservation. However, if you wish to get a refund back on your card you can call or email us anytime before your check-in time and we will do that for you. You may also get it reversed back to your card if already cancelled it online. We apologize if this may have caused any inconvenience to you. We hope this information will help you next time when you book with us. Thanks for your understanding and cooperation.

   

  - Way Team

• Initial Complaint

  Date:12/21/2022

  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.

  When I was ordering a parking spot, it kept adding two to the cart. I had to keep deleting one, and when I checked out I made sure that there was only one. Still, I was charged twice for the same time frame. When I contacted way they told me I had two bookings on my account, and that there was nothing they could do.

  Business Response

  Date: 01/05/2023

  Hi *****,

   

  We are sorry to hear about your experience while booking with us. We see that the two reservations were booked at two different time frames with difference in seconds. That means it's not a glitch from our end nor a double booking. Please understand that we are liable to pay to the lot for each slots allotted to us and if there is a second spot to be cancelled after the check-in time, they will charge us for that spot even if it is not used as it is a loss to them. We could have cancelled it if you have reached out to us before your check-in time if you had a confusion regarding the reservations. Unfortunately, we cannot consider your request for a refund at this moment due to this reason. We apologize for any inconvenience this may have caused. Thanks for your understanding.

   

  - Way Team

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18625925
  
  I am rejecting this response because:
  
  I only authorized one booking. I dont know how two were booked if I only authorized one. I will not be using your service in the future.
  

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

  Business Response

  Date: 01/16/2023

  Hi *****,

   

  We apologize for the inconvenience caused to you. Please understand that none of the transactions go through without confirmation from thew customer's end. Such cases usually happens by mistake when two orders are added in the bag and check out without removing one of them.  We will refer this issue to our team member who is handling double booking cases. If they get an approval from the lot for the extra space that you have booked, we will be able to initiate a refund for you. We will try our best to resolve this issue for you. We appreciate your patience till then and sorry for the delay.

   

  - Way Team

  Customer Answer

  Date: 01/17/2023

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