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:09/12/2022

  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 am extremely frustrated with Way.com and will avidly discourage my friends and family from using it in the future. On my way to the airport I called the lot that I reserved using Way (using the phone # from the app) and they informed me they do not do airport parking since Covid. Of course as I am on my way to the airport, I have to quickly make other plans for parking which was extremely stressful. Afterwards, I asked Way for a refund since I could not use their service and they refused. Now I am out the money I spent on parking with Way, and had to pay for new parking elsewhere.I paid $113. Date of failed service was 6/17/22

  Business Response

  Date: 09/13/2022

  Hi Bekah,

   

  Thanks for sharing your experience, as we understand your frustration. We are sorry for any trouble regarding your parking experience and I really appreciate you bringing this issue to my attention.

  However, we see that the charges for this reservation has been disputed from your end and we have won the dispute as well. Once the dispute is won, we are unable to offer a refund back on your card.

  As a valued customer, since our system doesn't allow us to refund the amount on your card, we would like to offer you a credit refund on your way account that can be used for booking future parking with us.

  Please keep in mind, Way.com is an online marketplace and does not operate any of our partnered locations. If you are looking for a credit refund please email our team at [email protected]. 
  
  

   

  -Way Team
  
  

• Initial Complaint

  Date:09/11/2022

  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 tried on at least 7 occasions to change the arrival and termination times. It defaults to 12 noon each time. I tried to cancel the reservation and get a fefund. Company refused, the said it was after the arrival time. When I explained what happened, they said that did not happen too much, but it does happen. I am out 46 bucks and I will be leaving negative reviews everywhere I can. If I stop one person for falling for their scam, I would consider my mission a success. Let's see if you can help.

  Business Response

  Date: 09/12/2022

  Hi *****,

   

  We understand your frustration and we are sorry for the inconvenience.

  If you needed any help for changing the time of your reservation, you could have reached out to us before your check-in time so that we could have assisted you with the relevant information.

  As per our cancellation policy, we are unable to process a refund after the check-in time and is clearly mentioned the same in our website as well.

  However, if you have tried to reach out to us before starting time of your reservation, please provide us a screenshot of your call log showing the same.

  You can also share an alternate parking receipt if you have used another parking facility so that we can review it and get back to you.

  If you need further help regarding this, kindly reach out to us on [email protected].

   

  - Way Team

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 18010557
  
  I am rejecting this response because:

  Ir is not fair that the times defaulted to 12 noon. I tried at least 7 times. They have a faulty web site and I get penalized. I will now start posting my experience everywhere I  can until I get a refund. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/16/2022

  Hi *****,

   

  We are really sorry for the inconvenience you have experienced in our website.

  Please note that our website doesn't have such a glitch so far to default the time to 12 PM and this is the first time a customer is bringing this to our notice.

  However, we consider all the customer issues seriously and we will definitely go for an investigation on this.

  Please understand that we cannot move forward with any refund requests until and unless you can provide us with valid proofs that shows you couldn't utilize this reservation.

  If you would like to share any more supporting evidence to claim your refund, please reach out to us at [email protected] and we will look into this issue further.

  Again, we apologize for the inconvenience this may have caused and we are trying our best to resolve your issue at the earliest.

  Thanks for understanding.

   

  - Way Team

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 18010557
  
  I am rejecting this response because:

  I tried to change the times at least 7 times, it kept defaulting to 12 noon. I tried to cancel prior to the 7 PM time that I was trying to enter. You will not like my next actions, I will write negative reviews everywhere I can.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/11/2022

  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 booked online at Way.com an airport parking spot at ******************************* *********************************** for 4 days. The charge was $62.50. I was not sent an email. I do not have a confirmation number. I called this parking garage at ************ in the early morning to cancel this spot . There was no answer. Then I called Way.com. They said no refund was possible absolutely because I did not call before 10:00 am. I was en route to a different location at 10:00 am.They refused categorically to give any refund to me. That is not fair . I could not use their parking because I could not find their parking. I drove around the block and could not find any airport parking with a shuttle. Way.com categorically said no when I requested a full refund from them. Then I asked for a partial refund. They said No. The payment was processed on my JetBlue credit card. $62.50. And then I had to find another place to park.

  Business Response

  Date: 09/12/2022

  Hi *****,

   

  We are sorry for the inconvenience and would like to bring your notice that as per our cancellation policy, we are unable to process a refund after the check-in time.

  If you have not received the confirmation email, you are free to reach out to us any time before starting your reservation so that we could have helped you with that.

  Sometimes, it may go to junk/spam emails or if you have misspelled the email address then also you won't get the confirmation email.

  However, if you have tried to reach out to the parking facility before the check-in time for cancellation, please share us the call log showing the same so that we can review it and get back to you at the earliest.

  You can reach us at [email protected] and our customer service team will be happy to assist you.

  If you need any further assistance please don't hesitate to contact us.

   

  -Way Team

• Initial Complaint

  Date:09/10/2022

  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 8/29/2022 I used the Way app to find parking near *** with shuttle service. The Way app advertised The Comfort Inn and Suites as a outdoor self parking lot with a shuttle service. I purchased parking at this location. Upon arrival I was informed the hotel did not offer a shuttle service after 10am. I made the reservation for 12:30pm to have a parking for my trip. After being informed there was no shuttle I had to immediately leave a find another parking lot to make sure I did not miss my flight. I did not park at the the Comfort Inn after being informed there was no shuttle to the airport. I called Way support as soon as possible to request a refund-which was denied. The amount was $42.94. The site should not allow you to make a reservation when you will be unable to receive shuttle service. I did not use the parking and therefore would like a full reimbursement for the amount paid of $42.94. My confirmation number was OGI24689031

  Business Response

  Date: 09/12/2022

  Hi ******,

  We would like to bring your notice that shuttle service information was clearly provided in our website for all the parking facilities and customers can always check that before proceeding to check-out.

  As per the shuttle information provided by this lot on our website, it runs from 5AM to 10AM and 6PM to 11PM.

  The screenshot of the same has been attached for your perusal.

  Our cancellation policy doesn't allow us to provide you a refund after the check-in time.

  However, we value all our customers and we always strive our best to ensure customer satisfaction.

  If you need further help regarding this, please reach out to our customer service team at support@**********************.

  Thanks for understanding.

  - Way Team

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 18007122
  
  I am rejecting this response because:

  
  

  I believe that someone should not be allowed to make a reservation when no shuttle is available. Way got my money for zero service and actually caused stress and a headache. 

  
  

  Please refund my money and change your process to making someone aware before purchase what the drawbacks are. 

  
  

  The woman at the hotel informed me that I could get a refund. That is what I want. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/15/2022

  Hi ******,

  We understand your frustration and we apologize for the inconvenience caused due to shuttle service unavailability.

  Please understand that all the parking facilities listed in our website doesn't offer a shuttle service and it is a complementary service offered by certain or most of the airport parking lot's directly to the customers.

  Way is only an online market place where you can find parking and other services and decide whether to choose a parking facility as per the information provided by the lots about their facilities offered.

  If you need further help regarding your refund request, please reach out to our support team at [email protected] with a Uber/Lyft receipt.

  We will look into that and get back to you with a resolution at the earliest.

  Thanks for understanding.

  - Way Team

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 18007122
  
  I am rejecting this response because:
  I have stated my position numerous times. Your company does not appear to be customer friendly at all. I woukd advise others that are considering your "*******" to look elsewhere. 

   

  Who parks a car at a hotel near the airport and DOESN'T expect to be transported to the airport?

   

  Please process a refund to my account. As previously stated, not only was I not served by using the ******* of **** but I had to find a substitute place to park rapidly enough so that I did not miss my plane. This was very stressful.  

   

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

• Initial Complaint

  Date:09/07/2022

  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.

  I purchased parking for a week and transportation to and from ***********. I paid for my reservation in full on my credit card. When I went to park the worker forced me to pay for my reservation again in cash and stated that what I paid on my credit card was just the reservation not the service. I was in a rush to not miss my flight so I paid. I asked for a receipt and the person laughed and said they dont give receipts for cash. When I returned they refused to pick me up from the airport. They stated they were too busy and I had to take a $30 uber back to my car. At that point they couldnt find my car for almost an hour (it was buried 3 cars deep in the back of the lot). I asked to speak to a manager about me having to pay twice and they stated they had no record of me paying cash. I contacted Way To resolve this on their end and they were unwilling to help and just told me that transportation wasnt included with my purchase I then bumped it up within Way and was once again told off. I disputed it with my credit card provider as I essentially had my money stolen from this worker. Finally Way reaches out to me trying to induce me to drop the claim so they can investigate. I work in the financial industry and they are lying when they state they cannot do anything while I have this claim outstanding. Instead of actually resolving my issue they are continually deceiving me and I believe they are doing it to other people as well

  Business Response

  Date: 09/08/2022

  Hi ****,

  Thanks for sharing your experience, as we understand your frustration.

  We are really sorry for the trouble, and please note that we have already started communication with your bank. Once the communication starts, the funds from your reservation are held and are not released until either the customer drops the dispute or the bank makes a decision which can take up to ***** days.

  Also, we have already requested you for a documentation or proof that shows you have never used this reservation as it is very important for us to moving forward with any refund requests and to keep in our records.

  As the parking lot was not able to find any kind of records regarding your allegations of payment, we suspect it might be due to the name difference as you have provided ********* as your name which was addressed in your confirmation email for this reservation.

  We request you to please check if there is any kind of valid proofs that you can provide so that we can work on your refund process.

  Again, we are so sorry for the delay and hope we hear from you soon.

  Best,

  Way Team

   

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17932827
  
  I am rejecting this response because:

  You have not requested any proof from me. You are now lying to cover up your mistakes. I can provide all correspondance youve sent to me and not once have you asked for proof. I regards to the different name, yes, I made the reservation under *********, my father in law, and because of the way the people at the lot treated him since english isnt his first language I had to go deal with it. Stop lying to cover up the criminals that you contract

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

  Business Response

  Date: 09/14/2022

  Hi ****,

  We are extremely sorry for the inconvenience and please understand that we always stand by our customers side and look into their issues seriously.

  We accept that our customer service team denied your request for a refund as per our terms and conditions and also because of the reason that we do not operate any of the facilities listed on our website directly.

  However, we understand and empathize the inconveniences you have gone through and we really wanted to help you without affecting the company policies.

  We have tried to reach out to the parking facility to investigate on this issue but unfortunately, we were not able to get in touch with the right person.

  We got a chance to speak to the manager of the facility today ********* who is a very nice person and he assured me that he will definitely find out who was working on that day and take necessary actions against him.

  We are ready to provide you a refund at this time since we are able to get in touch with the right person for a confirmation.

  But like we told you before, as it is a disputed charge we need a withdrawal letter from your bank to get access to your funds.

  Our dispute team will reach out to you with further instructions to drop the dispute and get refunded.

  Again, we apologize for the delay in resolving this to you but please understand that we are trying our best to ensure the solution as soon as possible.

  If you have any more concerns regarding the facility and want to reach out to the manager directly you can contact him on **********.

  Thanks for your time and cooperation in this matter.

  - Way Team

   

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17932827
  
  I am rejecting this response because:

  Hello - as I mentioned in my email response to you, I took a picture of your email request and shared it with my bank. They stated that what you are requesting is a direct violation of Federal Regulation E, that is put in place to protect me as a consumer. They state there is a reason this is in place and for you to induce me to drop the investigation so you can reimburse me on the side goes to show how unscrupulous of a merchant you are. In the email you sent me you admitted fault - you need to admit fault to your merchant services provider and have them reimburse me. Im not going to drop the investigation because then I am enabling you to pretend you and your contractors didnt take advantage of me. Please inform your merchant services provider that you are not contesting the chargeback as you should have done 2 months ago.

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

   

   

  Business Response

  Date: 10/05/2022

  Hi ****,

   

  We would like to inform you that the bank has ruled in your favor and you may please contact your bank directly for getting the charges refunded.

  We apologize for the inconvenience and delay in getting this resolved.

   

  - Way Team

  Customer Answer

  Date: 10/06/2022

  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:09/02/2022

  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 booked my parking space through the Way com app and preceded to Laurel ****** ******* airport. Got there early and there was no attendant. We were informed that the shuttle comes every 15 minutes. No shuttle ever came, no one answered. We all called several times, no answer, no shuttle and no attendant. I tried calling Way.com and no answer kept me on hold for over 30 minutes. We shared an Uber with other customers and got to the airport late. We missed our flight and this was for a death in the family!!!! I tried to chat with them and they stopped mid way without resolution.

  Business Response

  Date: 09/02/2022

  Hi *****,

   

  We are so sorry about your experience. 

   

  Please feel free to share your Uber receipt and your missed flight information so we can look into this and see if we can offer you a refund for the troubles.

   

  Thank you,

  Way.com Support

• Initial Complaint

  Date:09/01/2022

  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.

  On 8/30/22 I cancelled an airport parking lot reservation # OG124702362 with WAY after realizing it was made with an expired credit card. Then I made a new reservation with my updated credit card. I called the business tel # ************** on 8/31/22 to request a refund on my deposit of $21.83 done in Waybucks. I was told that they couldnt return my deposit because it was done in Waybucks. I explained that it was a cancelled order that I should be entitled to my $21.83 thats real cash that was deposited into my WAY account. When making a purchase you can use a credit card or Waybucks. Since I had a balance in my account I used the Waybucks. In theyre Refund Policy it says you can get a refund in Waybucks. Thats exactly what I used for the deposit. Now Im being told it had to be a credit card refund not Waybucks. Also said that I cant keep using the same Waybucks again and again which is a ridiculous claim when I didnt use them I cancelled the order. None of what I was told as to why I wasnt entitled to a refund made no sense and isnt explained in their policy. So now I just lost $21.83 for cancelling a reservation with Waybucks. I want to dispute this monetary loss and make a claim to BBB as a business with unfair and unclear refund/cancellation policy when using Waybucks. It just seem he was making ludicrous excuses to deny the refund.

  Business Response

  Date: 09/01/2022

  Hi *****,

   

  Thank you so much for sharing your feedback regarding your issue.
  
  
  Our team has looked into your issue and have fully refunded your account in Waybucks at this time. Waybucks cannot be reversed at this time, and can be used toward any service on our platfrom. 
  
  
  In the future if you would like a direct refund, please feel free to call ************ to request a direct refund. Our team is available 24/7 to help all of our customers wit their concerns. 

   

  Way.com
  
  
  
  

  Customer Answer

  Date: 09/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory but its not the refund I was filing.  This refund was resolved back in June 2022. 
  

  Case #******** was for a refund of Waybucks of $21.83 on 8/30/22 on a cancelled reservation. I realized after that it was done on an invalid credit card on 8/30/22 that I tried to update and wasnt able to do so I cancelled reservation.  When I called to confirm refund I was told they couldnt refund Waybucks. 
  

• Initial Complaint

  Date:08/31/2022

  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.

  Way.com refused to credit me for a change I was forced to make in my parking reservation. I am forced to return 4 days early but say they can only extend not change and credit back. They state this is clear in their detailed terms and conditions that you can find on their app but I booked from a link from another website and the email they send with the confirmation doesnt state this under the refund policy. I think this firm is extremely deceptive in its practices. When I booked they gave me a price and when I put my credit card in to pay it also added a booking fee and taxes of $34.67 that was never stated before. The total for 17 days was $341.82 so they should owe me over $80

  Business Response

  Date: 08/31/2022

  Hi *****,

   

  Thank you for reaching out to our team we understand your concern, but our policy states that we do not refund for unused days at this time. I will be happy to offer a one-time courtesy of 4 days internal credit that you can use in the future. Unfortunately, we are not able to refund for unused days on any reservation at this time.

   

  Thank you for understanding.

   

  Way Support

• Initial Complaint

  Date:08/31/2022

  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 pulled up to a parking lot that I prepaid for using way.com. The parking lot was unsafe in an unsafe neighborhood. The shuttle to the airport was unmarked. Very suspicious- no office just a dirty trailer. Tried to overcharge me at check in too. I told the attendant I wouldnt park here and he said ok. So I left. Now way.com refuses to refund me. I prepaid for 12 days and the company wouldnt refund even though I didnt park there

  Business Response

  Date: 08/31/2022

  Hi,

   

  Thank you for providing your feedback and concerns regarding your experience with our parking facility. Please understand we value your feedback and understand your frustration. As it is very important for our team and our partners to follow all guidelines and focus on providing the best service possible. Currently, as you understand Way.com is an online marketplace and does not operate any of these locations directly.

   

  If you can provide an additional receipt if you parked somewhere else we can take a look into this and get you refunded for any additional cost.  We appreciate you taking the time to reach out to our team, and if you would like for us to assist further regarding your concern, please email our team at [email protected].

   

  Way Support
  
  

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17803932
  
  I am rejecting this response because: I called way.com support and they were rude, unsympathetic and not helpful. I parked at the airport and will collect my receipt when I pickup my car. I can forward it then but not to a generic support mailbox. Please advise.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/07/2022

  Hi *******,

  We apologize for the inconvenience caused to you

  Kindly share us the receipt to [email protected] after completing your parking so that our team can review it and assign it to the concerned department to get it resolved at the earliest.

  Please understand that all our customer communication happens through this email and we assure you getting it resolved without further delay upon receipt of the requested document.

  Thanks for understanding.

  -Way Team

   

• Initial Complaint

  Date:08/31/2022

  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 cancelled the order on the way.com but the money went to the wallet bucks. Its not same as the booking page money back. I request a full refund BACK to my credit. #OGI14338672

  Business Response

  Date: 08/31/2022

  Hi *****,

   

  Thank you for contacting our team, we noticed that your account was refunded back to your card, our team never applied Waybucks to your account at this time. 

   

  Best,

  Way Support