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:10/21/2024

  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.

  This company has a sneaky way to incur a monthly fee when you book a parking I have asked my bank to remove these charges, but they kept coming back !!!It's unbelievable they don't provide any option on their website to opt out of this ridiculous practice

  Business Response

  Date: 10/23/2024

  We understand your concerns about the monthly fee and apologize for any inconvenience caused. Please note that there is an opt-out option available at the time of check-out to prevent any unwanted charges. Additionally, we have confirmed that your subscription has been cancelled and a refund has been issued. We appreciate your patience and are here to ensure a smooth and transparent experience with our services.

• Initial Complaint

  Date:10/20/2024

  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 reserved an airport parking through one of ********'s branch websites. It was less than a mile away from ************** and the time starts an hour before the flight. However, they changed the reservation without my agreement only 1 hour before my reservation starts. I was driving to the parking lot when they sent me an email (which they claimed an "upgrade") that changing the reservation to more than 6 miles away from the airport and there was no way I can noticed this one-way change until I get to the original parking lot. The original parking lot gave me a number to complaint, but the number did not work from my cell phone. In some way they blocked calls from cell phones. I had to use the original parking lot's landline phone, and wait on the queue for a long time. Finally I got to them and all they suggested was refund. They sold a parking spot that they don't have. I had to seek an alternative parking lot around the place to catch my flight, but all places I could find in a short time were booked. I had to run to the Seatac airport parking lot, which is much more expensive than the original reservation. After my trip is over, I sent them the parking ticket and requested paying for the amount. They replied when I reported this situation and promised that they will recover it, but they stop replying when I sent the ticket. I believe they do not want to take any responsibility at this moment. By the nature of the business, this business behaviors break fundamental trust between customers and the business. My Seatac airport parking ticket was $111.00, but I believe they should pay more for my additional lost time and this unacceptable breaking of the contract. They should pay at least 3 times more for the damage.

  Business Response

  Date: 10/23/2024

  Hello,

  We understand your frustration and sincerely apologize for the inconvenience caused by the change in your parking reservation. Due to unforeseen circumstances, we were asked by the lot to move our customers to a different location. We strived to find the best available option and offered what we believed was a suitable alternative. However, we respect your decision if the new location was not acceptable. In such cases, our policy allows us to offer a full refund of the amount paid to Way.com. We tried our best to accommodate your needs and regret that we could not provide a more satisfactory solution in this instance.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22447908
  
  I am rejecting this response because:

  Way.com lied first that they change it as a "free upgrade". However, it was unacceptable downgrade. Second lie is, the parking lot representative person said they notified way.com a night earlier, and way.com said it was u foreseen.

  They offer me much less quality product, which is from 1 mile away from the airport, to 6 miles away. By the nature of their product, it is severe downgrade and there is no way they can claim it as an upgrade. Furthermore, the notification was just 1 hour before the reservation. If I had no money or no available parking spot near the airport, the damage was unrecoverable.

  They offered the refund, but it was only 1/3 of my additional cost, not considering time lost right before an airtrip and mental damage.

  I  cannot accept their explanations nor simple refund as they damaged much more and lied.

  
  Sincerely,
  
  Jighan *****

  Business Response

  Date: 10/28/2024

  We understand your frustration and the inconvenience caused by the change in parking location. Please know that our policy allows us to refund only the amount paid to us. We strive to relocate our customers to the nearest available lot with comparable amenities. If an alternative parking option is declined, it is considered a refusal of the services we have arranged. We apologize for any miscommunication and the distress it may have caused you. Your feedback is valuable, and we will work to prevent such situations in the future.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22447908
  
  I am rejecting this response because:

  Refund or relocation of parking lot does not fairly even up what I lost.

  If a business exchanged their service much less than they promised in the contact and have no systemic mean to cover the difference, it is a fraud.

  I will seek for a legal solution.

  
  Sincerely,
  
  Jighan *****

• Initial Complaint

  Date:10/17/2024

  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.

  Airport parking / way not refunding my money. I am a airline employee standby passenger. No seats so can't go on a trip. i cant cancel the reservation before as shuttle has bad pee small and keep putting people from different hotels. Drive told us to put 4 year old on a lap took forever to reach airport. Return shuttle didn't came after 2 calls to hotel after 2 hours. Drive did on purpose as I didn't give him tip for drop off because of carrying kids on lap Stinky pee small give headache and nausea. not fare to change 8 days of parking fee.

  Business Response

  Date: 10/22/2024

  We sincerely apologize for the inconvenience you've experienced. Please understand that the shuttle service is provided by our partners, and we have limited control over their operations. However, we take your feedback seriously and will address it with the service provider. Regarding the parking fee, we encourage you to review our refund policy on our website as it outlines the conditions under which refunds can be issued. We value your patronage and are committed to improving your experience.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22436311
  
  I am rejecting this response because: Business not saying anything other than policies that they make to scam customers. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 10/25/2024

  We understand that providing proof of a flight cancellation can be challenging, especially for standby passengers. However, without verification from the airline, we are unable to issue a parking refund. This is because we reserve parking spaces for the duration of your booking, which prevents us from offering them to other customers. We appreciate your understanding in this matter.

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22436311
  
  I am rejecting this response because: Busines keep repeating same thing. car moved from the hotel parking lot with in couple of hours and those hours even caused by hotel shuttle. why you dont rent it again? is just a scam. charging for 8 days parking fee. shame on you guys.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/01/2024

  We understand your concerns regarding the parking charges and the shuttle service. As previously advised, the shuttle service is complimentary, provided by our vendors, and we sincerely apologize for any delays that may have occurred. We strive to ensure a smooth experience for all our customers. However, without proof of a flight cancellation from the airlines, we are unable to issue a refund for the parking fee. We value your feedback and will work to improve our services to prevent similar situations in the future. Thank you for bringing this to our attention.

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22436311
  
  I am rejecting this response because: i explained i am a airline employee and due to load factor due to Iran war, airline taking extra fuel and due to that Emirates cant take our luggage and we wont be able to board the plain without our luggage. Emirate give us the full refund. now i provided the proof . Refund my parking fee. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/05/2024

  We understand the inconvenience caused by the inability to take your luggage due to the increased load factor from additional fuel requirements. We appreciate your understanding in these exceptional circumstances and are glad to hear that you have received a full refund for your flight. Regarding the parking fee, we are currently looking into this matter. Rest assured, someone from our management team will be contacting you shortly to address your concern and discuss the details of your request. We are committed to providing a resolution and appreciate your patience in this matter.

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22436311
  
  I am rejecting this response because: i provided the proof, due to that they give me the refund for the tax amount for the flight i paid. business directly email and ask for proof. airline never give anything in writing, other than refund tax amount. is enough proof, if business like to refund and not give customer a hard time and back and forth. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/15/2024

  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 have been getting charged $1.95 for recurring fees since October 2023 and the minute I received an email stating I was subscribed to Way+. I reached out to the support via email since it's impossible to talk to a live person, they stated that I was not subscribed to way+, but then I noticed I have been getting charged for a year now. I would like a refund for something that I did not agreed to pay and I even verified that I was not as well.

  Business Response

  Date: 10/16/2024

  Hello ****,

   

  We understand your concerns regarding the charges you've encountered, and we are committed to resolving this issue promptly. Our team is currently reviewing your account details and previous communications to determine where the misunderstanding occurred. To assist us in this process, please forward any proof of the first emails you've exchanged with our support team. This information will be invaluable in ensuring a full refund is processed for the unintended subscription. Additionally, we would like to remind you that during checkout, there is an option to opt out of the Way+ subscription, which can prevent any unwanted future charges. We appreciate your cooperation and patience as we work to rectify this matter for you.

• Initial Complaint

  Date:10/14/2024

  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.

  Transaction date 01/02/2024 #OGI13241913 For the amount of ****** I bought parking for a 2017 **** Escape . Provided all information about vehicle asked on application. Parking was from September 27 tru October 13 . On the day and hour that I was supposed to be there I was told to park and come to office. When I did come to office I was told that I owe them ****** dollars. I show them the receipt for my reservation and I was told that they charge 156 .00 for SUVs . I asked if I field the registration on line with the year and model off the vehicle why wasnt I charged accordingly. They printed a paper with small letters saying that . I contacted Way and got the same thing . I refused to park at this Parking due to I felt that I was taken advantage off it . I was able to find another parking and catch my plane . The whole email and transaction was designed to make you purchase the parking then hit you with the extra charge at last minute, because if you have to go and catch your flight, you have no choice . But I knew my options and several Hotel parkings with the same service in the area . So this claim it is to try to get my money back since I never used they services, and for miss leading the customer and false advertising.

  Business Response

  Date: 10/15/2024

  We understand your frustration and apologize for any inconvenience caused. It appears there was a misunderstanding regarding the vehicle information at the time of booking, which led to the unexpected fee for an oversize vehicle. Although it is mentioned in the confirmation email, we recognize that this information should be made clear during the booking process to prevent any surprises. We are reviewing your claim and will ensure that our advertising and communication are clear and transparent to avoid such situations in the future. Thank you for bringing this to our attention.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22420649
  
  I am rejecting this response because:

  does not mention that they are refunding me , since I never stayed on the parking facility. The apology is accepted but they should refund me since no services were provided. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/22/2024

  We apologize for any inconvenience caused. As previously noted, the vehicle information was not provided at the time of reservation. According to our policy, we are unable to offer refunds after the check-in process has been completed. We appreciate your understanding in this matter.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22420649
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  i never used the services, I never check in due to , you trying to rob me . If I am not fully refunded I will contact the news agencies . And even hire a lawyer, which will cost you even more . Trying to be polite . You did assumed you were wrong for not specifying all the information. And for your information my vehicle is not a SUV , it is smaller than a ****** Camry . I want my full refund for the amount of ****** . Please stop giving me the run around, and stop apologizing, that doesnt help me . I am still out of my money for no services provided. 

• Initial Complaint

  Date:10/13/2024

  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.

  on may 10, 2024, we paid for parking for a concert. i didn't realize this was through a parking company Way.com. since then, every month, we are being charged 1.95 on the 10th of every month. i don't know why or what we are being charged for, but we did not sign up for anything from Way.com. we simply used our credit card the day of the concert, and Way.com has been charging us since. i didn't even know what Way.com was until i ****** searched it. bad business. you have to watch every dollar on your statements.

  Business Response

  Date: 10/14/2024

  We sincerely apologize for any confusion and inconvenience this situation has caused you. It appears that a subscription service was activated with your initial parking payment. We understand that this was not your intention, and we are committed to resolving this issue promptly. Please reach out to us directly at *************** with the details of the charges, and we will ensure that the subscription is canceled and any unwarranted charges are refunded. Additionally, we want to clarify that customers have the option to opt out of this subscription service during the checkout process. We appreciate your vigilance in monitoring your statements and thank you for bringing this matter to our attention. Rest assured, we are here to help.

• Initial Complaint

  Date:10/12/2024

  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.

  In may 2024 I used way.com online booking to park my car while traveling. The booking rates experience was not transparent at all, what was advertised and any promo codes were irrelevant to the charges, I said to myself it's ok, I'm not going to use this service anymore in the future. However, in June ******************************************************************************************************************** when they took my permission if any. I was thinking they must tricked me on their booking website with ambiguous wording or very fine print. I contacted them, and after a painful waiting and transfer to another number, they stated that they cancelled the subscription. Few months later, I realized they are still charging my credit card every month since May 2024 ******** I never authorized any subscription. I was advised to report their transactions as fraud and I did just that.Looking at this business different reviews made me realize they do this non transparent fraudulent behavior consistently, from their unclear charges to the fake subscription service. It is realy sad to have such business operating as such without consequences, although they are being leggaly litigated in ******** for illegal business conduct, I feel though they are continuing their fraudulent unclear charges and subscription fees that were never authorized to begin with

  Business Response

  Date: 10/14/2024

  Dear Customer,
  
  We sincerely apologize for the confusion and inconvenience you have experienced with our service. Transparency and trust are core values we strive to uphold, and it seems we have fallen short in your case. We understand your concerns regarding the charges and the subscription service, which was not made clear at the time of your booking. Please be assured that we are investigating this matter thoroughly to ensure it does not happen again.
  
  Regarding the subscription service, we would like to clarify that customers can opt out of this service during the checkout process when paying for parking. We regret that this was not made apparent to you, and we are taking steps to improve our communication and the clarity of our website's language.
  
  
  Thank you for bringing this to our attention. Your feedback is invaluable in helping us improve our services.
  
  

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22413988
  
  I am rejecting this response because:
  

  I did call your service 1 month after I used service and when I noticed the subscription charges. They  assured me that I was opted out of the subscription and that's I will not be charged again. 

  however, that didn't happen. When I parked and used your service, it was a one time thing. My expectation was if I called you and and spent significant waiting time this  issue should be already resolved. Although I appreciate the kind words however, I did hear the same exact wording when I called and they assured me that's it will stop charging. I really want to believe what you are  promising is true but when I look at all other people having the same issue describing exactly what I am passing through it  makes me feel this is not really being corrected! 

  
  Thanks
  
  Haider

  Business Response

  Date: 10/22/2024

  We sincerely apologize for the inconvenience you've experienced. It is never our intention to cause any frustration. We understand that you were assured previously that the subscription charges would cease, and we regret that this was not the case. To address this, we have issued a refund for the last month's charges. To help us investigate this matter thoroughly and ensure that it does not happen again, could you please provide us with the phone number you called from? This will allow us to look into your case specifically and take the necessary steps to prevent such issues in the future. Thank you for bringing this to our attention, and rest assured, we are committed to resolving this to your satisfaction.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22413988
  
  I am rejecting this response until the issue get resolved..

  Is it possible to provide a link to unsubscribe from your subscription service that I was never intentionally agreed to.? I do not have any recollection of what is the password to login to your website it was genuinely one time thing when I try to park my car and that's it.  My email is *****************************. 

  It will be also great if you can show signs of good faith and provide guidance and direct link in your website for other customers who never wanted the subscription service so they can easily unsubscribe.

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

  Business Response

  Date: 11/01/2024

  We sincerely apologize for the inconvenience you have experienced. It seems there has been a misunderstanding, and we are committed to resolving this issue promptly. We understand that you expected the subscription charges to cease following your call to our customer service. We value your time and the effort you took to reach out to us, and it is concerning to hear that the issue was not resolved as assured. To address this matter effectively, we kindly request that you provide any alternative contact number you may have used to call us. This will allow us to investigate further and ensure that we can offer a fair resolution, including a refund from the time you first reported the issue. Your trust is important to us, and we are dedicated to making this right. Thank you for bringing this to our attention.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22413988
  
  I am rejecting this response because:
  
  You didn't address the previous request. To add into your website clear instructions on how to unsubscribe from way plus for people who want to unsubscribe and they don't have the ability to do so other than waiting in very long call without benefit.
  
  
  

  Business Response

  Date: 11/05/2024

  To unsubscribe from our services, you can easily do so through both the mobile app and the website. Simply navigate to the 'Orders' section and select the appropriate option to cancel your subscription. This process is designed to be straightforward and user-friendly, ensuring you can manage your subscription preferences with ease.

• Initial Complaint

  Date:10/11/2024

  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.

  Wayfair Order - ********** BOUGHT A MATTRESS FROM WAY FAIR ITS WRONG SIZE AND ITS USED BUT ******* *. FROM WAYFAIR CONTACT ME AND SHE WONT HELP ME I SENT PICTURES TO THEM TOO , THIS LADY IS GETTING PERSONAL WITH ME I CANT HAVE SOME ONE ELSE USED MATTRESS IN MY DAUGHTER ROOM THIS IS SO WRONG 09/27/2024 THEY WONT SENT ME A RETURN LABEL AS PER THERE POLICY

  Business Response

  Date: 10/14/2024

  Dear Customer,
  
  We understand your frustration and the inconvenience you've experienced with your recent mattress purchase from *******. However, we would like to clarify that we are Way.com, not *******. Although we are not affiliated with ******* and cannot directly address order #**********, we genuinely empathize with your situation. We recommend reaching out to *******'s customer support team again and escalating the issue, if necessary. Ensure to mention your order number, the condition of the mattress, and your previous communication attempts. If you do not receive a satisfactory response, you might consider contacting consumer protection organizations in your area for further assistance.
  
  Warm regards,
  The Way.com Team

• Initial Complaint

  Date:10/07/2024

  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 valet parking for Sep ***** for $69.56 from way.com I called ahead of parking and confirmed with the parking company whether there would be in and out privileges. They confirmed that there would be. On the way.com site and within my order it provides that it is valet parking with zero mention of this being restricted to no in and out, so I assumed I was good to go. When I arrived, the attendants told me they had given me the wrong information and could not honor what they said. I was told to check back the next day. I checked back and they told me they were okay with me receiving a full refund and that for any additional nights I could potentially book for just the overnight. Which is what I did, I booked each night with the parking company through way.com except for that 1st night.However, when I spoke to way.com I was told that I could not cancel that initial parking after the parking time started, even though I had been given the wrong information and that because of that there was no way for me to know I needed to cancel sooner and that they were unwilling to honor it. I then proceeded to email back and forth with way.com and they repeatedly refused to provide a refund. Each email asked for an additional piece of information, eventually requiring that I provide documented proof and a receipt of parking elsewhere, even if it was on the street. Their practices suggest they were fishing for a way to deny the refund and take no accountability. It makes no sense as to why I have to prove one night of parking with receipts that have nothing to do with the parking company giving me false information and way.com's website lacking the critical information regarding my order. Way.com also denied me due to them having a valid contract with the parking company but refused to provide their own documentation to prove that, so I am at a loss for knowing how or why that is relevant. I would like a refund back on my card for the parking I was unable to use.

  Business Response

  Date: 10/07/2024

  Hello Jaclyn,

  We're sorry for any trouble you've experienced. Rest assured, we're on the case and will have a member of our team reach out to you soon to help resolve this matter.

  Customer Answer

  Date: 11/01/2024

  The response from way.com through BBB advised that they would reach out. No resolution was offered. No one has reached out regarding this.
  
  The last response provided by way.com was to advise that I did not have a valid reason for refund. Their basis for that was that I did not have a documented ticket of parking on the street. This is despite services never being rendered and both the website and the vendor providing information that way.com is refusing to abide by.
  

  Business Response

  Date: 11/04/2024

  We are currently examining the details of your situation. Rest assured, a member of our management team will be in contact with you shortly to discuss this matter further.

• Initial Complaint

  Date:10/05/2024

  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.

  9/19/24: Searched online for valet parking near *************** for upcoming flight, landing me on Way.com's site with comparisons of lots offering valet service. I searched only for valet due to being elderly, travelling alone, & worrying about locating my car or shuttle, as I'm directionally challenged, but also because I hoped my car would be in safer part of lot.I picked a lot that Way.com showed as $10/day for valet service or $7.5 for self-park, & opted for the valet price. After entering cc info, they emailed me a confirmation code and said I need to download their app to retrieve directions and specifics for using that lot. it was odd and concerning that they'd make me do that to get the details of what I purchased. After I downloaded and installed app, then set up login info, the app then prompted me to agree to it's terms to view my parking information.. There were endless terms to scroll through on my phone before I finally saw the details. It showed an extra $20 of fees which seemed a bit excessive but valet service was clearly shown on app confirmation page.9/24/24: Arrived at lot and the person at gate tried to tell me where to park. He was friendly, but had a thick accent that was difficult to understand. I showed him that I'd paid for valet parking and he said they've never offered that. I found a place to park, found the shuttle, and flew to my destination (after a lot of frustration!), then emailed Way.com about that incident, as I assumed they'd credit back the difference and fix their lot advertisement/pricing. I did not hear back from them during my 5 day trip.9/28/24: Retrieved car after flight back, then emailed the confirmation code w/request for cc refund--another complaint, They advertise refunds but never disclose that it's only in Way bucks until after your purchase, and only buried in long disclosures.10/1/24 After a few midnight emails from Way.com asking for attachments that I keep sending, I see it's just duplicate scripts.

  Business Response

  Date: 10/07/2024

  Hello Sharon,

   

  We regret the inconvenience caused. Upon contacting our partner, we've confirmed that valet parking services are no longer available, a change of which we were previously unaware. We assure you that our advertisements reflect only the information provided by our partners, and without their updates, we cannot be informed of such changes. Rest assured, we are currently processing a refund for the discrepancy. Thank you for your understanding.