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:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Way.com has been charging me a "surprise" $1.95 subscription fee since May -- Monthly - Just like other complaints on this site, it is deceptively charged and very unclear on the web site - apparently they are saying you have to "opt out" of this subscription charge - I am an intelligent person that uses many sites, and this is a sneaky way of ekeing out extra $ from customers in a very non-transparent manner. I now tried to delete my credit card information from the site, but it says because I have a subscription it won't allow me to delete the credit card information - that is personal information that they are not entitled to keep on file unless I want them to. I used this parking app 1 time and when I booked my parking space it asked me for way too much information - I was skeptical at the time of booking and now I know why I had the intuitive thought that something was "off" with this business and their web site.

  Business Response

  Date: 11/22/2024

  Thank you for sharing your experience with us. We sincerely apologize for any inconvenience caused by the subscription fee. After reviewing your account, we noticed that you have been refunded for all the fees charged to you. We do have an opt-out option at the time of checkout when you purchased your parking reservation. We appreciate your feedback and will work to make our subscription process clearer and more transparent. If you have any further concerns, please feel free to reach out to our customer support team. Thank you for bringing this to our attention.

• Initial Complaint

  Date:11/19/2024

  Type:Customer Service 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.

  Service Failure: On October 7, 2024, I booked a parking spot through Way.com for the week of October 7th. Upon arrival at the designated garage, I discovered that the facility was inoperative, rendering me unable to park as planned. Consequently, I was forced to park on the street that evening and secure alternative parking the following day.Inadequate Customer Support: I initiated communication with Way.com on October 8, 2024, to address this issue. Despite providing evidence of payment for alternative parking, Way.com's responses have been unsatisfactory. They have repeatedly requested 48-hour periods to investigate and have now stated their inability to contact the garage, thereby claiming they cannot verify the facility's malfunction.Refund Denial: Despite the clear failure to provide the contracted service and the provision of supporting documentation on my part, Way.com has refused to issue a refund. This refusal persists despite their own ********************** Policy, which states that parking passes can be canceled any time before the parking pass start time and that refunds may be offered in the form of credits in special circumstances WAY.COM Potential Deceptive Practices: The pattern of behavior exhibited by Way.com raises concerns about potential deceptive business practices. The refusal to acknowledge service failures, coupled with inadequate customer support and unjustified denial of refunds, suggests a possible scheme to defraud consumers.

  Business Response

  Date: 11/19/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you experienced with our parking partner. We understand that upon arrival at the designated garage on October 7, 2024, you found the facility inoperative, which prevented you from parking as planned. We regret the inconvenience this caused you and the need to find alternative parking. We acknowledge your efforts to communicate with us on October 8, 2024, and we apologize for the unsatisfactory responses you received. We understand that our repeated requests for 48-hour investigation periods and our inability to contact the garage have been frustrating. We are pleased to inform you that your refund has already been processed. Our decision is based on our Refunds & Cancellation Policy, which states that parking passes can be canceled any time before the parking pass start time. In this case, we have issued a refund due to the facility's malfunction. We take your concerns about potential deceptive business practices very seriously. We assure you that our intention is not to defraud consumers. We are committed to providing transparent and reliable services, and we will review your case further to ensure that our policies and practices are fair and just.
  We appreciate your understanding and patience as we work to resolve this matter. If you have any further questions or concerns, please do not hesitate to contact us.

  Customer Answer

  Date: 11/19/2024

  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:11/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I being charged a $1.95 monthly since March of this year without explicitly subscribing to any plan.

  Business Response

  Date: 11/19/2024

  We sincerely apologize for any inconvenience caused by the auto-subscription. We never intended to create a situation where you felt signed up for something without your consent. Your feedback is invaluable to us, and we are committed to providing the best customer experience possible. Please contact us at ************* and ask for a supervisor, they will be able to assist you with any questions or concerns.

• Initial Complaint

  Date:11/14/2024

  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 a parking space at a hotel thru Way.com so I could park my vehicle while traveling out of town. When I arrived at the location, the person who answered the phone could not find my reservation. Once he did, he informed me that hed have to call someone to come pick me up as they did not have a shuttle service as described by Way.com. The cost of this ride to the airport and back would be an additional $15 each way. Because of the delay in waiting for a ride, I had to leave the location and drive directly to the airport and park so I didnt miss my flight. I asked for a refund because of the issues I experienced once I arrived at the hotel parking location. My request was denied. I was unable to use the service and would like a full refund.

  Business Response

  Date: 11/18/2024

  Hell ******,

  Thank you for reaching out to us regarding your recent experience with our parking partner. We sincerely apologize for the inconvenience you encountered.
  After reviewing your case, we understand that there was a delay in locating your reservation and that the shuttle service was not as expected. We regret any frustration this may have caused you.
  However, we must inform you that your request for a refund has been denied because the parking service itself was not denied to you. Additionally, our website clearly states that there is a fee for the shuttle service, which is an additional cost to the parking fee.
  We appreciate your understanding and hope to serve you better in the future. If you have any further questions or concerns, please do not hesitate to contact us.

• Initial Complaint

  Date:11/12/2024

  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 August 12th, I paid for a reserved park and fly parking spot with Way.com at the then ************************************ in *******, *****. When I arrived in ******* on Thursday October 24th, Way.com was not operating a parking service in the area that I paid for. I also received no notice of this change and in fact, received a confirmation email, shortly before my departure. A full refund is in order, since no parking service and no appropriate notice was provided. It is not acceptable to take money for no services provided.

  Business Response

  Date: 11/12/2024

  Sure, here's a draft response for you:
  
  ---
  
  Dear ***** ******,
  
  Thank you for reaching out to us regarding your recent experience with our parking service. We understand your concerns and appreciate the opportunity to address them.
  
  We have reviewed our records and found that other customers successfully parked at the ******************* near *********** on the same date. Therefore, we are unable to issue a refund at this time.
  
  However, we want to ensure that your concerns are fully addressed. If you have an alternative receipt for parking services used during your trip, please send it to us for review. We will be happy to investigate further and assist you accordingly.
  
  Thank you for your understanding and cooperation.
  
  

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22534618
  
  I am rejecting this response because:

  Ultimately, Way.com did not provide the service that I paid for. It was Way.com's responsibility to be in communication with me if the parking lot was not in proper functioning form, as was the case. I asked multiple people at the hotel about Way.com. No one knew anything about it. Simply referring to others who parked there by searching your records does not make it okay to accept money for not providing the service (to include proper communication and customer service) to me that you were responsible for when you took my money. How I then handled my parking is not relevant to the issue at hand. This is a huge lack of integrity and shady business model. It could be a paid amount of .01 or much, much, more. The principle is the same. Taking money for nothing is stealing and ultimately, illegal when it comes to practicing business. I see this has happened before (see attachment) and apparently, this (stealing) is part of Way.com's business model. Unacceptable. 

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

  Business Response

  Date: 11/15/2024

  Thank you for reaching out to us regarding your recent experience. We apologize for any inconvenience you may have encountered.
  As stated previously, we do have a contract with the location in question, and other customers have been able to park there without any issues. The reason we ask for proof of other parking is to verify that you indeed parked elsewhere and did not use the parking reservation in question.
  We understand that this may be frustrating, and we appreciate your cooperation in providing the necessary documentation. Once we receive the proof of other parking, we will be able to proceed with your request accordingly.

  Customer Answer

  Date: 11/22/2024

  
  I appreciate this response. Its thoughtful and has specific, valuable information about where Way.com is coming from and its intent in this process.
  
  I made my own arrangement with the hotel on the premises. That was what was needed, since I arrived at night and did not have the opportunity to thoroughly research and find other options. There are several lots adjacent to each other in this area. 
  
  My questions for you are: 
  
  What was supposed to be there, as a presence, from Way.com? (This may help me to better understand what it is that you are offering for the amounts charged). Are you saying that you offer no sign, no attendant, no markings to indicate that you are operating in this lot or any other? And that the customer is in the right place? Towing is extra real in big cities. So how is the customer to feel assured that they are in the correct, way.com lost? That is my issue at hand. And why didnt anyone on the premises know anything about Way.com? How are these agreements with the property owner structured? What does Way.com do in order to make it clear for their customers that they are in the right place and that their parking will be handled in the manner touted by Way.com? 
  
  Daisy
  

  Business Response

  Date: 11/26/2024

  Thank you for reaching out and sharing your concerns. We understand how important it is to feel assured that you are in the correct parking location, especially in big cities where towing is a real concern. Way.com operates as a third-party platform that partners with various property owners to open up parking spaces for our customers. Our role is to facilitate the booking process and provide you with the necessary information to locate your reserved spot. However, it is the responsibility of our partners to ensure that their staff is properly trained to guide you to the correct parking area. We are continuously working with our partners to improve these aspects and ensure a seamless experience for our customers.

• Initial Complaint

  Date:11/11/2024

  Type:Sales and Advertising 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 used aiportsparking website owned by way.com for offsite DFW Airport parking on 10/31/2024 in *********, ***** for approximately 6.5 days. The price advertised was $49.40, but at checkout, the price charged to my card was $62.23. I didn't notice the difference immediately because the confirmation email did not list the price charged to my card or the advertised price - just confirmation details and a link to view a receipt online. The additional cost on the website receipt listed "Taxes" as "$12.83", which is not only not based on the sales tax rate, but does not mention anything about extra "fees" or charges. The sales tax rate for Grapevine, ** is 8.25%, which when applied to the advertised rate, is $4.08, not the grosssly overcharged $12.83. Upon emailing and calling way.com, their response was that one would have to click elsewhere to find out the additional charges - clearly price deception since listing charge descriptors only as "Taxes" makes would-be takers less suspecting of over-charge. Additionally, abusive pricing practices like these make it less possible to compare pricing. Way.com appears to be riding the gouging wave of this already terrible inflationary period. Caveat Emptor.

  Business Response

  Date: 11/12/2024

  Heres a draft response to the complaint:
  
  ---
  
  Dear ****** J,
  
  Thank you for bringing this matter to our attention. We apologize for any inconvenience you experienced with your recent parking reservation through our airportsparking website.
  
  We understand your concern regarding the discrepancy between the advertised price and the amount charged to your card. Upon reviewing your case, we found that the additional charges listed as "Taxes" were not clearly disclosed, which led to the confusion.
  
  To resolve this issue, we will:
  **Improve transparency**: We will update our website to ensure that all additional charges, including taxes and fees, are clearly disclosed during the checkout process.
  
  We appreciate your feedback and will use it to improve our services. 
  
  Thank you for your understanding and patience.
  

• Initial Complaint

  Date:11/03/2024

  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.

  I am being charged $1.95 a month by way.com (since August). I did not sign up for a subscription and could not find a way to cancel this payment, nor am I sure what the payment is for. I used way.com one time in July. The total amount I have been charged by way.com is 5.85. Please cancel this and explain what the cost is. I would also appreciate a refund if possible.

  Business Response

  Date: 11/04/2024

  We understand your concern regarding the unexpected $1.95 monthly charge and we sincerely apologize for any inconvenience this may have caused. It's important to us that our customers have a clear understanding of their purchases, including any recurring charges. During the checkout process for parking, there is an option to opt out of this monthly service to ensure that you are only paying for what you need. We are committed to ensuring transparency and customer satisfaction. To address this issue directly and assist you further, we will have a member of our customer service team reach out to you promptly. Thank you for bringing this to our attention, and we look forward to resolving this matter to your satisfaction.

• Initial Complaint

  Date:11/02/2024

  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.

  Looks like Im the hundredth person complaining about way.com sneaking in a $1.95 monthly recurring charge with a one-time purchase of airport parking.

  Business Response

  Date: 11/04/2024

  Dear Customer,

  We understand your concern regarding the unexpected $1.95 monthly charge, and we sincerely apologize for any inconvenience this may have caused. It's important to us that our customers have a clear understanding of their purchases, including any recurring charges. During the checkout process for parking, there is an option to opt out of this monthly service to ensure that you are only paying for what you need. We are committed to ensuring transparency and customer satisfaction. To address this issue directly and assist you further, we will have a member of our customer service team reach out to you promptly. Thank you for bringing this to our attention, and we look forward to resolving this matter to your satisfaction.

• Initial Complaint

  Date:10/30/2024

  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 purchased parking for a ******************* football game in ************, ******* on Sunday 10/27 at ************************************* I paid Way.com $40 thinking it was going to be my parking pass for the lot and they sent me a confirmation email with a code. When I arrived at the lot, the attendant confirmed we were at the correct place, but they require a QR code to scan if we purchase parking. WAY would not send me a QR code and I was forced to pay another $40 at the lot so my family could park. The parking attendant said there are a lot of scammers and this sounds like it is one of them. They will not provide me a refund without a receipt, even though this is a grass lot for a football game and we were not provided a receipt. They asked for my venmo transaction since that is how I paid the lot, and I provided that with the transaction time on there and now it is not good enough. This website is a complete scam and I demand my money back. DO NOT USE THIS WEBSITE FOR ANYTHING THEY WILL TAKE YOUR MONEY AND NOT PROVIDE ANY ASSISTANCE.

  Business Response

  Date: 11/01/2024

  We sincerely apologize for the inconvenience you've experienced. It is never our intention for customers to feel frustrated or misled. We understand the importance of a smooth parking experience, especially on game days. Please rest assured that our management team is thoroughly investigating this matter to understand what went wrong and ensure it doesn't happen again. We are committed to transparency and customer satisfaction, so we will be reaching out to you directly to resolve this issue. Your feedback is invaluable in helping us improve our services, and we are determined to make this right by you. Thank you for bringing this to our attention.

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22491226
  
  I am rejecting this response because: every time they call me they say the same thing.  Nothing gets resolved.  I dont know how hard it is to not sell fake parking on your site and refund my money back since I had to pay again when I got there.  I am very frustrated with their service. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/11/2024

  Our website clearly states that redemption simply requires showing your reservation to the attendant. We've confirmed with the owner that they are honoring our reservations. Additionally, on the same day, five other reservations were accepted without issue.

• Initial Complaint

  Date:10/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a monthly car wash subscription on 09/30/2024. After 10/06/2024 the carwash has been broken. I called the customer service they said they couldn't help me and will escalate the issue to higher up and will get back to me within ***** hour. After a week of no contact I called again and they said the same thing. I called again and no one picked up. I feel like they are waiting for my subscription to run out so they don't have to refund me while I cant use the car wash since its closed.

  Business Response

  Date: 10/29/2024

  We sincerely apologize for the inconvenience you've experienced with your car wash subscription. We understand your frustration and want to assure you that we value your patronage. As a gesture of our commitment to customer satisfaction, we have refunded 50% of your subscription fee. Please understand that we rely on our partners for maintenance, and we are actively working with them to resolve the issue promptly. Thank you for your patience and understanding.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22471740
  
  I am rejecting this response because: The carwash was not useable for more than 50% of the subscription time and the business attitude is bad toward customers.  I had to reach them through BBB and the resolution they provided is not in good faith.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 10/31/2024

  We understand your concerns regarding the usability of the car wash during your subscription period. We strive to ensure our services are available and meet our customers' expectations. It's important to us that we address any interruptions that may occur. We acknowledge that during the time in question, the car wash availability was below our standard. As a gesture of our commitment to customer satisfaction, we provided a 50% refund on your subscription for that month. Additionally, our records show that the car wash was utilized during this period. We sincerely apologize for any inconvenience this may have caused and appreciate your feedback, which is crucial in helping us improve our services. We are dedicated to resolving these issues and hope to regain your trust in our business.