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:08/22/2022

  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 July 26, 2022 I navigated the Way app to find parking near ****************** with a shuttle service. The Way app advertised The Econo Lodge of ************************************** as a outdoor self parking lot with a shuttle service. I completed the purchase as seen in the documents attached. However upon arrival I was informed the hotel did not offer a shuttle service I had made the reservation to begin at 2pm to ensure I had a parking spot 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 never parked at the Econo Lodge or used their services once being informed there was no shuttle to the airport. I emailed Way support as soon as possible to request a refund and they have denied my request. I paid them the full amount and was misled on the website to believe that they offered a shuttle service. I never used the parking service and therefore would like a full reimbursement for the amount paid of $127.73.

  Business Response

  Date: 08/26/2022

  Hi *****,

   

  Thank you for reaching out to our team regarding your concern.

   

  Our team has fully refunded your account at this time and to give your account 3-5 business days to process. 

   

  Best,

  Way.com

  Customer Answer

  Date: 08/27/2022

  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, *************************. Once again thank you BBB for all the help you guys are great when it's difficult to get a fair resolution from a business.  
  
  *************************

• Initial Complaint

  Date:08/22/2022

  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 reservation online through way.com for parking near ********* Airport. I received a confirmation code. I showed up to park at the site (5 am) only to be told by the company they rejected my confirmation and that way.com should refund my money.Way.com has refused to do so. I had to book at 4 points by ******** instead and way.com asked to see the receipt. I showed them the proof my booking with 4 points at Sheraton and still refusing to give a full refund. I paid ***** American to way.com and need a full refund as I wasn't able to use that parking facility.

  Business Response

  Date: 08/26/2022

  Hi *******,

   

  Thank you for your patience, our team has noticed that your reservation has been refunded in our system already. 

   

  Please look into your bank for further details, thank you.

   

  Best,

  Way.com

• Initial Complaint

  Date:08/20/2022

  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 4/28/22 I paid $107.07 for a parking reservation (OGI23185835) through Way at ****************. When we returned 5/24/22 I received a receipt that stated the final price was $71.78. I asked the attendant should I expect a refund since I paid more through Way. I was advised I would. A month later, I reached out to both merchants only for both to say the other had to resolve it. I filed a partial dispute with my bank only for the $35.29 I felt I overpaid. Since the merchant advised there was no issue during the transaction and the price was correct, my bank sided with the merchant. I never stated there was an issue. I paid the $107.07. Im requesting a partial refund of $35.29 because I got a final receipt that was less than the $107.07 I paid.

  Business Response

  Date: 08/26/2022

  Hi *****,

   

  Thank you for reaching out to our team, we are so sorry for the delay here and noticed that their is a dispute that has been filed on your account. Once a bank has come to a decision, we are no longer able to process any credit or adjustments to the account. Again, we understand and so sorry for your experience overall. We value all of our customers and appreciate you sharing you're feedback and so sorry for any frustration.

   

  Best, 

  Way.com

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17745031
  
  I am rejecting this response because you all are the reason the bank responded the way they did. You all advised there was nothing wrong with the transaction and the amount was correct even though you all are aware that is NOT why I disputed the charge. And I still did not get an explanation for the difference between what I initially paid and what I got a receipt for. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/31/2022

  Hi *****,

   

  Unfortunately, we are unable to override the banks decision, at this time, I will be happy to offer internal credit to your account for the troubles as this is the only thing we can offer at this time for your concern. Please let us know if you have any additional questions.

  Again, so sorry for any confusion or inconveniences.

   

  Way Support

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17745031
  
  I am rejecting this response because no one expects you to override the banks decision. Even though your disputes department reached out to me to find out why I made a partial dispute, never contacted me again, but had time to let my bank know that you all clearly disagreed with the dispute. I do not want an internal account credit as I will never use your services again. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/14/2022

  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 filed a complaint on 8/14/22 against "************** Parking Premium" booked through Way.com and felt it necessary to hold Way.com equally responsible. They are promoting an irresponsible organization and have repeated insisted that I drop my dispute with **************** for the fees charged. Neither Way.com nor Prime Park has contacted me to settle the damages made to my car while in their possession. Instead they are offering me $10 off my next visit as though I would ever consider it. I am extremely frustrated with both these companies for for lack of responding to the damages to my car. Not even an acknowledgment! Way.com emailed me asking if I had filed a police report. I explained that the parking attendant provided me with instructions to call ***************************** at ************. I immediately texted him the before and after photos with the attendance slip noting the incident, called repeatedly and to date have received no response. It's shameful that both of these companies are allowed to continue doing business.

  Business Response

  Date: 08/26/2022

  Hi,

   

  We see your dispute is ia dispute on your account at this time. Again, we are so sorry for the delay in getting this resolved for you and looking forward to assisting you soon. Please let our team know if you are willing to work with us or if you would like to have a quick call regarding your dispute case. 
  
  
  Looking forward to getting your issue resolved as soon as possible.

   

  Best,

  Way.com

• Initial Complaint

  Date:08/11/2022

  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 had an airport parking reservation from August 6 at 7 am to August 9 at 8:30 pm. Reservation number #OG124246946. Due to a flight cancellation, I emailed this company at 8:02 AM on the 6th to let them know that I will be canceling my parking and they are refusing to give me my money back. They stated that my parking was supposed to start at 7am, but since I emailed them an hour later im not allowed to get my money back. They are keeping the money for 4 days parking that I did not use

  Business Response

  Date: 08/26/2022

  Hi,

   

  Our team was able to complete the refund for you and so sorry this was not completed in time. 

   

  Please give your account 3-5 business days to process at this time. We appreciate your patience. 

   

  Best,

  Way.com

  Customer Answer

  Date: 08/30/2022

  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:08/10/2022

  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.

  Confirmation No. # OGI24276469 *************************** Parking Check-In:Jul 31, 2022 06:00 AM Check-Out:Aug 07, 2022 06:00 AM Our cars gas was stolen while parked at this location, the gas door was damaged and paint was chipped when they try opening the gas door. They took half a tank. A police report was filed, reached out to way to request a refund and compensation as what they promoted on their site was completely false. When booking through way.com I made a reservation for airport parking they promoted: 24 hour security, Camera surveillance, 24 Lot attendant which is completely false information. The hotel themselves informed us that they DO NOT provide those amenities.I reached out to customer experience which has been the worse experience ever. Vishnuragh Support Agent has not been pleasant, he doesnt believe me and only responds via email. I tried escalating the issue but he doesnt seem to have a supervisor as I requested to speak to. Every time he emails me he is requesting something new that he double have easily communicated early in our conversation. This company is promoting security measures that are false, had I know that the airport parking I booked didnt actually have security and camera like it stated I would not have booked through them. This is unacceptable and they have been a nightmare trying to get help from. We lost our gas, damage to our car, and my time due to negligence to advertise the correct information.

  Business Response

  Date: 08/26/2022

  Hi *****,

   

  Thank you for reaching out to our team regarding your account. 

   

  We were able to get you refunded for the troubles and so sorry for your experience at this time. 

   

  Please let our team know if you have any questions.

   

  Best,

  Way.com

• Initial Complaint

  Date:08/07/2022

  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.

  I was making online reservation for parking at *********** on Sat, 16 Apr 2022 on way.com web site , a message popped out saying there was an error for the transaction and it didn't complete so I canceled the order. Didn't realize way.com still charged my credit card until in the afternoon the same day, I emailed way.com the situation and requested them to cancel the parking reservation again as there was no phone number to call them. Way.com support refused to cancel the reservation and refused to fully refund the charge though I communicated with them (way.com web site clearly states reservation can be canceled free). I never used the parking and have sent way.com emails requesting refund but never received.

  Business Response

  Date: 08/26/2022

  Hi,

   

  Thank you for your patience, and so sorry for the delay here. 

   

  After reviewing your account we see that there is a dispute on file and our system will not allow us to refund your account when there is an active dispute on file. Please let our team know if you are willing to drop the dispute and work with our team directly to get your refund processed at this time.

   

  Thank you or your understanding. 

• Initial Complaint

  Date:08/04/2022

  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.

  A planned trip with a tour was canceled as someone in the group tested positive for covid. I had to return home 5 days earlier than predicted. *** refuses to refund the 5 days. I ever heard of this site before and shouldve known better than to book a 3rd party app to find long term parking at *** ***. Only asking for 5 day refund. The parking lot is willing to work with me but Way is not!

  Business Response

  Date: 08/29/2022

  Hi ********,

   

  Thank you so much for your patience, and so sorry for the delayed response here.

   

  Our team will be happy to look into this issue for you, can you please offer a copy of any COVID information or any flight itineraries that shows you arrived back earlier? This will allow our team to process the refund for the unused days as a one-time courtesy. I understand this situation was out of your control and we want to help as much as possible. Please understand that Way does state in our terms and conditions that we do not refund for unused days, but we are flexible on certain issues that are outside of our clients control.

   

  Looking forward to assisting you, please attach any documentation to this claim so we can review.

   

  Best,

  Way.com Team

• Initial Complaint

  Date:08/01/2022

  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 booking with them to use parking near *********** and when arrived at the parking lot, they told me they don't have any affiliation with WAY and that my booking is not valid. I was charged for a booking I couldn't use and when I contacted way they denied my complaint saying that my situation was not true

  Business Response

  Date: 08/02/2022

  Hi ******,

   

  We see your have a confirmation OGI24320123, by any chance did you park at different location?

   

  If so, please supply our team with a copy of the additional receipt as the parking location mentioned that they are affiliated with our team and it could be a possibility you went to the incorrect location at this time. Once we have the additional information we will be happy to look further into this issue for you.

   

  Best,

  Way.com

• Initial Complaint

  Date:07/27/2022

  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.

  I reserved a parking lot on way.com Confirmation: OGI23913641 (July 6-July 26, 2022 for $293.49). First, there was no such lot name/address even to be found. ****** maps could not find this lot. I stopped at the gas station mentioned in my confirmation email and asked about this lot - no one heard of it. I proceeded to call way.com twice for help - no one answered. I circled around for an hour trying to find it (I was already late for a flight at ***). Some other parking lot told me that the lot moved to a different address. I then googled the lot by name and found a #. When I called that lot, they confirmed my reservation but said they were full and I had to go to another lot. It was mentioned in my confirmation email that upon over-booking a different lot would be provided (named: Prime Park Lot and address: ***** ******************, Queens, ********), but this was not the same lot that was given to me over the phone when speaking to the original lot booked (instead I was told to go to: Air Lot: ********************************************** **) Upon arriving at this lot, it looked very unsafe, had just a handful of cars parked and we were taken to the airport in a regular car (non-commercial without any signs). Had I known that this would've been the location of the lot, I would have never have booked it. Upon arriving to pick the car up on July 26, the manager notified us that they had a string of robberies and our car's mantle plus catalytic converter was sawed off. This was at 10pm and we had 2 small kids with us. I'm not seeking a refund for the stolen car parts, but a refund for the parking lot stay as we were clearly not able to park where we originally booked or even at the alternate lot provided in the email. It was a completely different lot. Way.com claims to have trusted and verifiable lots on their site but that is completely untrue. I have contacted way.com via chat (which seems to be the only way they answer) and was told that no refund would be given.

  Business Response

  Date: 07/28/2022

  Hi *****,

   

  Can you please share a copy of the damage to your vehicle, our team can look into this and get you refunded. We are so sorry to hear about your experience and want to help as much as possible with your concern. 

   

  Thank you.

   

  Way.com Team