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:11/07/2022

  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.

  Car wash subscription purchased on 10/24 for $25. It includes unlimited washes. Wash used once on 10/24 and another time on 10/27. On 10/29, I waited in line after 5 vehicles for the wash. After ****************************** line, the way app was unable to activate the wash. I called customer support but was informed that the did not have support on Saturday for wash issues. I requested a refund and cancellation and was told this would be processed promptly. On Monday, 10/31, I received a call from support letting me know that they had a programming issue. Having had issues with subscription and requested a refund, which has not yet been recessed. Email support with ***************, who has reneged the previous agreement and is providing no attempt to make good on the refund

  Business Response

  Date: 11/10/2022

  Hi ****,

   

  We are really sorry for the inconvenience caused to you. As it was explained to you in the email you sent to our support team, we have canceled your subscription. The refund you requested was not processed because there was usage and we did advise you would have until the end of the subscription to use it which you have. We always want to make sure you are getting the best service possible. If you have any further questions or concerns, dont hesitate to contact us.

   

  - Way Team

• Initial Complaint

  Date:11/01/2022

  Type:Sales and Advertising 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 purchased 3 days of airport parking for $35.06 through Way for 11am on 10/28 to 11:30pm on 10/30. On 10/28, I entered the garage. As I was leaving the garage on 10/30 at 2pm, the gate screen informed me that I had only paid $23.38 (2 days worth of parking) through Way and that I was due an additional $11.54 for day 3 though I had already paid for it. I was forced to pay again to exit the garage. When I contact Way's customer service and presented my receipts, they did not acknowledge my complaints at all and kept repeating that I cannot cancel an order though I did not request a cancellation. I was requesting a refund for the double charge I had received. ***'s response acknowledges no fault. They can overcharge their customers and pocket the money, stating to the customer that they cannot do anything about it.

  Business Response

  Date: 11/01/2022

  Hi *****,

   

  We are really sorry for the experience you had with our partner's parking facility. Thank you for bringing this to our attention. We have refunded you the amount for extended parking that you have paid through us. It be reflected on your card in **** business days. Again, we apologize for the inconvenience and we will make sure that such incidents won't happen again in the future.

   

  Way Team

  Customer Answer

  Date: 11/01/2022

  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:10/27/2022

  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.

  Hi - when I reviewed way.com for parking near ***************** for 5 days, the site highlighted $10/day for parking. When I actually booked the parking that highlighted $10/day , way.com actually charged $360. I realized it several days later when I looked at expenses on my credit card. Their site was extremely deceptive. The airport itself charges $16/ day so, of course, I would have never booked with way.com had I known it would be $360! Theyre site is not honest, is extremely misleading and has caused a lot of harm to my family.

  Business Response

  Date: 10/31/2022

  Hi ****,

   

  We are extremely sorry for the inconvenience caused to you while booking a reservation with us. Please note that Way.com is only an online market place from where you can find parking and other services but we do not operate any of these facilities listed in our website physically. All the information provided in our website is updated by the concerned lot itself. The daily rates that we have provided in our website shows that "it starts from" that particular rate. Daily rates are subject to change as per the availability and demand of the lot on each day. We have called the lot to confirm about the same and they have informed us that it was a mistake of updating the rates and has approved to initiate the remaining refund after the original payment you have made to the lot. Again, we apologize for the inconvenience and we will make sure that such incidents won't happen again in the future. We look forward to you using our services in the future for your travel needs without any hassle. Thanks for your understanding.

   

  - Way Team

• Initial Complaint

  Date:10/27/2022

  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.

  OGI25232084 Is the Order number. I rented a parking space for a vacation my family had planned. I went to park at the lot only to be told there was a issue with the structure and it was closed down two days ago. I was also informer Way.com knew about the issue and was to contact the customers. I was never contacted, I went to park before flying out of ****** and had no where to park. I had to delay my time at the airport search all around for somewhere else to park in a area I am unfamiliar with all because this company chose not to contact there customers and completely ruin there vacations. When I contacted support they just refunded the original cost and disconnected. Did not even care of what I had to go through due to them.

  Business Response

  Date: 10/31/2022

  Hi *****,

   

  We are extremely sorry for the experience you had with our partner's parking facility. We totally understand the inconvenience caused to you because of the lot issue due to their facility renovation. Please understand that Way.com is only an online market place and we do not operate the facilities listed in our website directly. It was a last minute update from the lot about this issue and unfortunately, that's why we couldn't reach out to the customers who had reservation with this lot prior to their check-in time. We sincerely apologize for the hassle and we will try our best to make sure that such incidents won't happen again in the future.  Unfortunately, we couldn't reimburse the difference of the amount you have paid at the other facility as per our policy mentioned in our terms and conditions. However, as a gesture of goodwill we would like to offer you a 15% on your future orders that can be used multiple times. We appreciate your understanding in this matter and look forward to you using our services again in the future without any such issues from our end. 

   

  - Way Team

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18323769
  
  I am rejecting this response because: why in the world would I ever do business with this company again. I reached back out to the facility and they gave way 48 hours notice not last minute. I will be sure to let everyone know about this situation and the response this company saw fit.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/03/2022

  Hi *****,

   

  We sincerely apologize again for the inconvenience caused to you. Also, we are sad to hear that you don't want to use our services again. Please understand that we always try to make the experience better without any hassle as our customers are really important for us. Though it is not a very common scenario, we totally understand the frustration and inconvenience you have gone through. In case if you change your mind and wish to use our services in the future, we will definitely make sure that it will be a smooth experience for you without any issues. 

   

  - Way Team

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18323769
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/26/2022

  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 paid $60 for parking at the ************ in ********* for an event on 10/22 through way.com. When I arrived the person managing the lot says the because the event was cancelled they are going to refund everyone because parking is normally free at the Sahara. My problem is that because I booked through a 3rd party (way.com) I will not get directly refunded. I asked way and they said "We do not provide free parking." I did not ask for parking. They did not even read everything I had mentioned and just said that they would not refund me. The parking lot was free and the employees there said I should be refunded so I am not sure why Way will not refund me.

  Business Response

  Date: 10/27/2022

  Hi ******,

   

  We are extremely sorry for the experience and we totally understood your concern. Thank you for bringing this to our notice and we have tried reaching out to the lot to confirm about this issue but unfortunately, no one picked up the call even after trying to reach out to them multiple times. Please understand that it is mandatory for us to get a confirmation from the lot to initiate a refund as per the contract we have with them. We appreciate your patience in getting this resolved and we will make sure to get it at the earliest. Please respond to our email send to you today from [email protected] for further assistance. Again, we apologize for the delay and thanks for your cooperation.

   

  -Way Team

• Initial Complaint

  Date:10/21/2022

  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.

  This is in regard to booking number OGI25114905 - Made a reservation via way iPhone app - after finding out that *********** Long term A and Long term B as well as Express parking was closed - never experienced that - so decide to use way and find a hotel to park the car for almost 2 weeks - Booked through way.com - got confirmation - drove directly to hotel - to learn that the shuttle service will not depart for another 45 minutes - was racing against time because we already wasted some time trying to find alternate parking - the lady at the hotel said that I can request for a refund through third party (way) and that it would not be of a problem. In that case - we decide to go ahead and park at *********** daily parking at the highest daily rate because of time factor. Upon parking and checked in - was not able to do a live chat so decide to send an email to way.com about the situation. They replied saying not able to refund because all submission must be done prior to check in. In that case - I have called and spoke with ******, one of their support agent. She herself called the hotel directly and spoke with the very same lady who told us that we can get refund. She confirmed with ******* So ****** asked me to submit paid parking ticket after we check out (Return) - Almost two weeks later - sent in a snapshot of the parking at daily parking - cost me $132.00 - Way replied with same comment - Even tho ****** said that they will process after I submit paid parking slip with BWI Daily parking. Now I am out of $132 plus $62.91 paid to Way.com - Am quite frustrated as I have never parked at the hotel and the lady at hotel said no problem to get full refund. And Way.com is not doing this even tho they have already spoken with and confirmed with lady at the hotel. All I am asking is a refund of $62.91 from way.com. This would be much appreciated

  Business Response

  Date: 10/24/2022

  Hi ******,

   

  We are really sorry for the inconvenience caused to you due to our partner's shuttle service. Please note that the shuttle services are complementary to all bookings and is provided directly by the lot to the customers. All information provided in our website are directly listed by the concerned parking lots and we always advise our customers to check their shuttle information before proceeding to check-out. We see that you have made this reservation out of the shuttle availability times mentioned in our website.

  However, we value all our customers and look into their issues seriously. As we also got a confirmation from the lot to issue refund, we are initiating a full refund back on your card and that will be reflected in **** business days. We look forward to you using us again in the future without any hurdles. If there is anything else we can help you with, please do not hesitate to contact us.

   

  - Way Team

  Customer Answer

  Date: 10/26/2022

  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.
  They have initiated the refund - thank you BBB for your assistance    Much appreciated!
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/19/2022

  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 reserved airport parking from Way. The site was for the Fairfield ************* Address: ******************************************************************************************* Phone: *************** I prepaid for this service, when I arrived they would not honor my reservation. I was told Way was advertising this parking without the knowledge or consent of the hotel. I ended up paying much more for parking, Way is still showing this as a legitimate parking spot. I want a refund of the money that I had to spend in choosing replacement Parking on short notice. Not the lower amount I was charged by Way for the spot that was never available.

  Business Response

  Date: 10/19/2022

  Hi *****,

   

  We are extending our sincere apologies for the inconvenience caused to you by our partner's parking facility. Thank you for bringing this to our attention and our concerned team will investigate on this to make sure that it won't happen again in the future. Your request for a refund has already been initiated and that will be reflected in your card in **** business days. Unfortunately, we cannot process anything more than you have paid to us as our system doesn't allow us to process that as per our company policy. We understand the inconvenience caused to you because of this but please keep in mind that we are only an online platform and do not operate these facilities listed in our website directly. After the investigation once it is confirmed that they do not work with us anymore, we will be updating our website by removing their listing. Again, we apologize for the inconveniences this may have caused and as a gesture of goodwill we would like to offer you a 15% discount on your future orders that can be used multiple times. We hope that you can understand our position in this matter. Thanks for your cooperation.

   

  - Way Team

• Initial Complaint

  Date:10/13/2022

  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.

  10/10/2022. Made reservation on website for 10/18-10/25 parking at about $3/day 10/13 ************** customer service regarding a curious charge of $9.95, and lack of reciept or confirmation.Support informed me that the reservation was made for 10/11-10/12. I replied that I had not received confirmation nor reciept and that was the wrong date. Support replied that since it was processed, he was unable to refund and to check spam folder for confirmation and reciept. I have disputed the charge with my bank.I want my money back. They should also better design their online user interface to not cause mistakes.

  Business Response

  Date: 10/14/2022

  Hi *******,

   

  We are sorry to hear about the experience you had with us. As you have already mentioned, the reservation was made on 10/10 from 10/11 to 10/12 and once your order has been successfully placed, you will see a notification stating that please reach out to us if you have not received your confirmation email in the next 3 hours as it may sometimes go to spam/junk folders. You may also view your reservation details in your profile under my orders. Unfortunately, you have called us three days after placing your order and as per our cancellation policy we are unable to process a refund for you after your check-in time. If you need further help in this matter, please reach out to us at [email protected]. Thanks for your understanding.

   

  - Way Team

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18209773
  
  I am rejecting this response because:

   

  Your response is factual. Why was my reservation filled for that incorrect date at all? My flight is on the 18th-25th, so not only do I not have parking for it, the price has more than doubled. Furthermore, not only did I not use the incorrect reservation, I was unaware of it. I was unaware of any incorrect reservation because ****** has put your emails in spam category. Regardless of whether it's my mistake in misusing your ONLINE WEBSITE interface, or the programming of your system in the ONLINE WEBSITE to take the correct date without returning to the default setting.

  I can only assume your website has sold my info to hackers and spammers.

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

  Business Response

  Date: 10/18/2022

  Hi *******,

   

  We understand the inconvenience caused to you and we see your case as genuine as you have already made another reservation with the correct dates of your flight. We have initiated a refund for you and that will be credited back to your card in **** business days. If you have any difficulty in navigating through our website or you need any additional help with more information, you may please contact us any time on ************ or [email protected] and we will be happy to assist you. Thanks for your understanding.

   

  - Way Team

• Initial Complaint

  Date:10/11/2022

  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 purchased through way.com an 11 day parking at *************** at *******************. My flight was at 9:30pm. I arrived at ******************* at 7pm, just giving myself enough time to park and take a shuttle to the airport. Upon arrival at the parking lot, I found the gate closed and padlocked. I saw someone at the office and yelled for assistance. After few minutes a fellow came out and upon seeing my ways.com reservation said, Im sorry I do not deal with way.com, and besides the lot is full." I had no choice but to drive away. So there I was, less than few hours before my flight without a place to park and a car on my hands. There are many parking lots in the area. I drove from one to another just to find them all full. I was lucky to find a parking lot, where a car just left so they allowed me to park. But at this point I was in possibility of missing my flight. Luckily, by the skin of my teeth, I didt.When I called way.com they were very apologetic and said that not only they would reimburse me for the amount I paid them, but would give me the difference between what they charged me for 11 day parking and what I would end up paying - just send them a copy of the receipt. My parking ended up costing $50 dollars more than what Id pay with ********************** . When I called way.com to enquire where to send a receipt they told me that they werent going to reimburse me for the difference. Just image missing a flight because of their negligence. That would amount to hundreds of dollars loss, not counting a catastrophic situation with missing connected flights and a completely screwed up itinerary. Way.com feel that they carry no responsibility for these circumstances even while admitting that this was entirely their fault. I will never deal with this company again and strongly recommend others against it, even if way.com prices look very lucrative. I would like to be reimbursed by way.com for the $50 dollar difference that I ended up paying for parking.

  Business Response

  Date: 10/12/2022

  Hi ******,

   

  We are extremely sorry for the experience you had with our partner's parking facility. Please understand that Way.com is only a third party online market place where you can find parking and other services but we do not operate any of the facilities listed in our website physically. All the information provided in our website are directly updated by the concerned parking lots. This is not a common scenario and it happens rarely when lot fails to communicate with our concerned department regarding any update about lot full issue or other issues. However, we totally understand the inconveniences you have gone through and we value all our customers super important and look into their issues seriously. We have escalated this issue to our concerned team and they will investigate on this to make sure that this won't happen again in the future. We always strive to deliver the best customer service and your feedback is really important to us. If we had an option to reimburse the extra amount than you have paid to us, we could have done that. But unfortunately, our system doesn't have such an option and is set up as per our company policy. Again, we apologize for all the inconvenience and as a gesture of goodwill, we would like to offer you a 15% discount on your future orders that can be used multiple times. We hope you can understand our position in this matter and would love to work with you again without any hurdles. If you have any more concerns or queries regarding the lot you want to book through us, please give us a call on ************ or reach out through email at [email protected] and we would be happy to assist you.

   

  - Way Team

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18200230
  
  I am rejecting this response because: 
  I appreciate that way.com immediately addressed my complaint. However their explanation of the case and their suggested method of reimbursement for my loses sound like another corporate bull.
  I would not be asking for the $50 dollar difference in what I ended up paying for parking and what I paid to way.com, if their representative didnt promise me that reimbursement after putting me on hold and clarifying the offer with her superiors. Saying in their response "If we had an option to reimburse the extra amount than you have paid to us, we could have done that. shows that way.com doesnt quite understand what Im asking for. It is not that I paid them extra for anything. I paid more for the available parking with a different company, not booked through way.com because of way.coms negligence and miscommunication with parking lot booked for me. Besides, what does it mean that a huge company has no option to make monetary reimbursement in the amount of $50? Of course they do, but they dont want to. They are making me an offer of "15% discount on my future orders that can be used multiple times. But Im not sure that I want deal with way.com in the future, being well aware that booking through them could cause me not just a headache but missing my flights - something they would never consider reimbursing me for in case it happens. It almost happened on the September 23.
  

  
  

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

  Business Response

  Date: 10/14/2022

  Hi ******,

   

  We are sorry to hear about your dissatisfaction in getting this resolved in your favor. Please understand that like any other company, we are adhered to follow our company policy and customers are advised to check the terms and conditions from where it is already mentioned about the refund policy in such situations. We have attached a copy of our terms for your perusal. Hope you can understand our position in this matter. If there is anything else we can help you with, please do not hesitate to contact us at [email protected].

   

  - Way Team

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18200230
  
  I am rejecting this response because:

  
  

  The copy of way.com terms which they attached to their latest response to my complaint explains absolutely nothing. The reason why parking lot reserved through way.com did not allow me to park there, as stated by the man in charge of that facility, was that this particular business stopped dealing with way.com for already 3 weeks (about a week before I made reservation with way.com) and wasn't planning to continue with their services. Oh yes, he added - we also full. In any case, it is the matter of communication between way.com and this particular parking lot to discuss the problem and give way.com customer an advance notice that the reserved parking is not going to work out, providing that customer with an alternative reservation. None of this was done. That is pure negligence - criminal negligence. Way.com carries responsibility for reimbursing customer in full and covering whatever expenses the customer might have due to company's negligence. In my case it was $50 dollars difference between what I paid to way.com and what I paid for the available parking at the time of the incident.

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

  Business Response

  Date: 10/19/2022

  Hi ******,

   

  We understand the situation and have already credited the amount that you have paid with us directly. Our system does not allow us to refund more than the amount a customer has paid in our system. Furthermore please understand that Way is an online marketplace and does not work in these places directly and any information we have is provided directly by the parking.
  Way cannot be held responsible for any services, not rendered. We would request you to please check our terms and conditions for more information regarding additional concerns.

   

  - Way Team
  
  
  

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18200230
  
  I am rejecting this response because:

  please see previous rejections
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/24/2022

  Hi ******,

   

  As mentioned in our previous responses, we regret to inform you that we cannot reimburse more than the amount you have paid to us. We are sorry for the inconvenience and if there is anything else we can help you with, you may please contact support team. Thank you.

   

  - Way Team

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18200230
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 11/03/2022

  Not sure how else I clarify the situation. All of the facts pertaining the matter were clearly stated in my original complaint as well rebuttals to way.com response to my complaint.

  Business Response

  Date: 11/08/2022

  Hi ******,

   

  We are extremely sorry for the experience you had with our partner's parking facility. We can understand your frustration and the hassle situation you have gone through. Please understand that Way.com is only an online market place from where you can find parking and other services but we do not operate the facilities listed in our website directly. The lot full issues usually occur at unforeseen circumstances like a cancelled flight by which the existing vehicles in the lot couldn't get moved out and it stays longer in the lot than expected. In such situations, the lot may not be able to accommodate new reservations. We have already refunded you the money you have paid to us but unfortunately, we cannot initiate the difference amount as it is already mentioned in our company policy terms and conditions. Again, we apologize for any inconvenience this may have caused.

   

  - Way Team

• Initial Complaint

  Date:10/11/2022

  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 August 30, 2022, I used Way.com to find and book a parking spot by *** for Sept. 10 - 17, 2022. My reservation number was: OGI24695672. When I arrived at the parking garage (SoCal Premium *** Airport Parking), I was told by their attendant that they did not have any parking spots left, and he directed me to park in a non-spot, in front of their office door. I offered to leave my keys, for when a parking spot became available, but he said that was not necessary, my car would be fine there.I took photos (please find attached), because, since it was not a real parking spot, I was worried that the cars parked in front or behind me could hit my bumpers.When I returned to my car on September 17, I noticed there were no attendants and personnel around. There was a strong urine smell on the driver side of my car. and when I drove to the gate to leave, I noticed that when I put my driver side window down, it shuttered and shifted, as if off it's track, and then stopped moving completely and started making a grinding sound.I took my car to my mechanic, who confirmed my suspicion that the damage to my window was looked to be done when someone was trying to break into my car.I contacted Way.com and in their response to me they said "Our team has provided the information below so you can work with the parking lot directly regarding your concerns." But they did not provide any information (please see a copy of the email attached).My issue is I paid for a parking spot from Way.com, and I was not given a parking spot. Also, I believe that when Way.com provides the service of a marketplace for matching consumers with parking spots, and a parking spot is not given, then Way.com is accountable for not providing the service they promised, and the consequences of that service not being provided: my broken window.Please note: I tried calling the parking garage on the day of the incident, and nobody answered the phone.I can provide phone records and receipts.

  Business Response

  Date: 10/12/2022

  Hi Cinnamon,

   

  We are extremely sorry for the experience you had with our partner's parking facility. Please understand that Way.com is only a third party online market place where you can find parking and other services but we do not operate any of the facilities listed in our website directly. All the information provided in our website are directly updated by the concerned parking lots. We were not informed by the parking lot about this lot issue and thank you for bringing this to our attention. We have escalated this issue to our concerned team and they will investigate on this to make sure that this won't happen again in the future. However, we totally understand the inconveniences you have gone through and we value all our customers super important and look into their issues seriously. We always strive to deliver the best customer service and your feedback is really important to us. We have initiated a full refund back on your card and that will be reflected in **** business days.
  Again, we apologize for all the inconvenience and we will use your feedback to improve our services in the future. As a gesture of goodwill, we would also like to offer you a 15% discount on your future orders that can be used multiple times. Please understand that we are not liable for any losses or damages happened at the parking lot as we do not operate them and the same has been mentioned in our terms and conditions as well. You may please contact the lot directly on ********** for any additional compensation to cover up the damage.
  We hope you can understand our position in this matter and would love to work with you again without any hurdles. If you have any more concerns or queries regarding the lot you want to book through us, please give us a call on ************ or reach out through email at [email protected] and we will be happy to assist you.

   

  - Way Team

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18198956

  Firstly, I appreciate that Way.com is striving to offer a resolution.
  
  I am rejecting their response, however, because their claim, "Please understand that Way.com is only a third party online market place where you can find parking and other services but we do not operate any of the facilities listed in our website directly," specifies that they DO provide the service of parking. But I was NOT given a parking spot. I used their service to secure a parking spot weeks ahead of my travel, and paid ahead of time. The very service that Way.com professes to provide in good faith: parking, was not provided. I arrived at the parking garage, and there were no spaces available-- as relayed by the attendant. I was then directed to park (in the open) in front of an empty office, which left my car vulnerable to the very damage it incurred.

   

  ******Had the damage sustained by my car occurred while my car was parked in a parking spot, I would recognize that this is part of the risk you take, that Way.com had fulfilled their obligation of providing a parking spot, and that the garage was responsible for the damage. HOWEVER, the damage my car incurred was due to Way.com's failure to make good on providing a parking space and my car was therefore left in the open, in a "no man's land" due to the fact that there were no parking spots available. Way.com is accountable and responsible for making sure that the service they provide -- parking-- is provided. 

   

  It is a "scam" to offer parking spots, which can be reserved and paid for in good faith, and then provide NO parking spots. What business model is that? What is Way.com professing to provide? It is up to Way.com to create a system by which the parking spots they offer are guaranteed and actually available.

  
  Sincerely,
  
  Cinnamon Sparks

  Business Response

  Date: 10/14/2022

  Hi ********,

   

  We understand the situation and have already credited the amount that you have paid with us directly. Our system does not allow us to refund more than the amount a customer has paid in our system. Furthermore please understand that Way is an online marketplace and does not work in these places directly and any information we have is provided directly by the parking.
  
  Way cannot be held responsible for any services, not rendered. We would request you to please check our terms and conditions for more information regarding additional concerns. We have attached a copy of the same for your perusal. As we have already informed, you may please reach out to the lot directly for any additional charges for the damages caused in the lot premises.

  We apologize again for the inconvenience this may have caused and we hope you can understand our position in this matter.

   

  - Way Team

  
  
  
  

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18198956
  
  I am rejecting this response because I believe we need to move to arbitration.

  I do NOT believe it is my responsibility to communicate with the garage to resolve this issue. My business was with Way.com. I believe that Way.com is responsible for resolving the consequence for their failure to provide the service for which I paid them.

  I believe that Way.com is responsible and accountable for vetting their partners and establishing a better system by which the customers that purchase parking spots are given the spots that they have reserved through the Way.com platform.

  I do not understand what incentive a consumer would have to use Way.com to reserve a parking spot, rather than pay a garage directly if a.) a parking spot is not provided, and b.) Way.com directs the consumer to contact the garage for resolution to the resulting issue.

  I conducted business with Way.com in good faith. I pre-paid for a parking space, and maintain that Way.com is liable for the damage to my car as a result of their failing to provide the parking space for which I paid, and the placement of my car in a non-space where it was left vulnerable to damage due to attempted theft.

  Sincerely,
  
  Cinnamon Sparks

  Business Response

  Date: 10/27/2022

  Hi Cinnamon,

   

  We want to apologize for the damage to your vehicle and fully understand your frustration. Way is an online marketplace and does not operate vehicles on a physical level. Our team can only work with our partner to make sure these issues are handled accordingly. Our team has provided the information below so you can work with the parking lot directly regarding your concerns. 
  
  
  
  Unfortunately, Way cannot be held liable for any theft, missing items, lost keys or damages to customer's vehicles at our partnered locations. We ask that our users take precautions when parking at our partner's lots and always lock up any valuables in your vehicle during long term stays. Please reach out to your insurance provider regarding any damage claims. Due to unforeseen circumstances, *** has supplied the parking voucher and cannot be held liable when damage occurs outside of our control. We see the parking was fully used at this time, and apologize for the inconvenience this has caused you. Please visit https://www.way.com/aboutUs/userAgreement and scroll down to "Our Service Offerings" to find out more about our policy.  
  
  
  
  "Service Providers and Way.com are not held liable for any theft or damages to the user's vehicle, items in the vehicle, or any other user property. Service Providers and ********************** are also not liable for any general or personal injuries that occur while on the property." 
  
  
  
  - Way Team
  
  

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18198956
  
  I am rejecting this response because, per my last letter, I am moving forward with arbitration. Can you please provide the best physical address and name to whom I may serve documentation regarding this arbitration?
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/03/2022

  Hi Cinnamon,

   

  You may please look into our website for our full physical address.

  Again, we apologize for the inconvenience caused due to the experience you had at the parking facility.

  If there is anything else that we can help with, please reach out to us at [email protected]

   

  - Way Team

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18198956
  
  I am rejecting this response because: moving to arbitration. I had asked for a name and address, and was just referred to the website.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/09/2022

  Hi Cinnamon,

   

  You may please find the details below.

  47627 *************.
  *******, ** 94538
  Fax: ************
  Phone: ************
  Email: [email protected]

   

  - Way Team

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18198956
  
  Thank you for the address. May I please have a name to which I may send the arbitration details?
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18198956
  
  Hello,

  Thank you for the address. I need a name to whom I may send my request for arbitration. Would I send it to *********************, or is there someone a manager in ************** or your ***************** to whom arbitration forms may be addressed and served? 
  
  Sincerely,
  
  Cinnamon Sparks

  Business Response

  Date: 11/18/2022

  Hi Cinnamon,

   

  We cannot disclose a name as per our security policy. If you need further help on this matter, please contact us directly. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 11/21/2022

  Whom shall I contact directly? 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/24/2022

  Hi Cinnamon,

   

  Please contact us on ************ and ask for a Manager who can help you with the details.

   

  - Way Team

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18198956
  
  I am rejecting this response because: the whole reason I submitted a complaint with BBB was because all of my previous attempts to contact Way.com had failed, and now I am getting the same run around here. I find Way.com to be a company that is not interested in their customers except as a means to profit. There is 0 customer care. I dont want form letters, phone numbers & addresses, I want a real response to my concern: namely that I paid for a parking spot months in advance, arrived at the garage & was told there was NO spot. I was directed to a non-spot, and my car was damaged as a result. Way.com needs to take responsibility for not providing the service they promised & the consequence of that failure.
  
  Sincerely,
  
  Cinnamon Sparks

  Business Response

  Date: 12/01/2022

  Hi Cinnamon,

   

  We apologize for the inconvenience.

   

  - Way Team

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18198956
  
  I am rejecting this response because it does not resolve the issue or acknowledge their failing to provide the space I paid for and the consequential damage to my car.
  
  Sincerely,
  
  Cinnamon Sparks