Business Profile

Ecommerce

Way.com

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB’s business profile for Way.com was created in May 2016. A review of complaints was completed in July 2024. Complaints on file state concerns with their reservation, shuttle services, and Way.com's subscription option.

Consumers are encouraged to review the following:
Frequently Asked Questions (FAQ)
Terms and Conditions for Shuttle Policy and Refund & Cancellation Policy.
Refunds & Cancellation Policy for Parking Pass and Other Parking Services.
For additional support, please visit Contact Us.

Complaints

This profile includes complaints for Way.com's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

453 total complaints in the last 3 years.
105 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/26/2024
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 was unknowingly subscribed to way.com. I have no idea why or how. I didnt sign anything and as far as I know it doesnt do anything for me. They have been charging my card for months without my knowledge. Im having trouble canceling the subscription.
Business Response
Date: 09/27/2024
We extend our deepest apologies for any inconvenience the auto-subscription may have ********* was never our intention for you to feel enrolled in a service without your explicit agreement. Please be aware that an option to opt-out is available via a checkbox. Additionally, we assure you that no charges were incurred for the first month as it is complimentary. Your subscription has been canceled. Should you have any more questions or require further assistance, please do not hesitate to reach out to us at ****************
Initial Complaint
Date:09/19/2024
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.
June 10th purchase, $22.27 July paid, zero balance. ****** balance of $50.54 and increasing. Now $92.54 balance. I have talked, chatted and emailed for the last 2 months. PLEASE help.
Business Response
Date: 09/20/2024
Hello ****,

It appears there's been a mix-up. You've reached WAY.com, not *******. Unfortunately, this means we're unable to assist with your complaint. We hope you're able to connect with the right company soon. Best of luck!
Initial Complaint
Date:09/19/2024
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 booked a parking for a month with Way.com and paid $450. The parking spot did not let me enter. The I wanted refund but they said reservation time is passed so I can get refund. Then I want to use the place becase I paid for it but they told me I did not enter my plate number so I lost my reservations. They stole my money an I want refund:)
Business Response
Date: 09/20/2024
Hello,

We are actively investigating the matter you've brought to our attention. Rest assured, a member of our customer service team will reach out to you shortly to provide updates on our progress.
Customer Answer
Date: 09/25/2024
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.
Oh woow!!! I am stunned because they refunded the money! Youre incredible and thanks so much. It was so unfair. So appreciate it ??

Sincerely,

***** *******
Initial Complaint
Date:09/10/2024
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.
I made a reservation at ********************** parking for 8/302024 at 4:30 am and returning 9/2/2024. We had a very early flight on *************** out of ******* to la guardia to go to the us open for our anniversary. I booked this parking place solely because the website said the shuttle was on demand and not every 30 minutes. Our plan was to get on the 4:30 am shuttle. But being that it said on demand for the shuttle we thought if we got there a few minutes later there would be a shuttle that could take us right away. We still left in plenty of time to make it there before 4:30 am. Unfortunately, there was a chemical fire on interstate 75 blocking all the lanes and we took an alternate route which took us longer and we got there at 4:35am. Had we known that the shuttle was every 30 minutes and not on demand, we would have left even earlier to allow ourselves more time to be there before 4:30am. We had to wait for the 5am shuttle and missed our flight at 5:50 am. Spirit didnt have any other flights going out that day or the next, so we went back home. We were only in the parking for 1 hour. At the very least, I need to be reimbursed for the parking. This inaccurate information on the way website is the reason we missed our flight and couldnt go on our trip. We lost approximately $500 on our flights and would like reimbursement for that as well. We were fortunate to get our money back for the hotel. I called way.com when I saw the charge on my card. The hotel attendant said we wouldnt be charged when we came back an hour later to get our car. I told the whole story to an agent and she then put me on hold to talk to a supervisor. I was on hold for almost 40 minutes and no one came on and I eventually hung up. So frustrating! I can send confirmation of flights if needed.
Business Response
Date: 09/11/2024
Hello ****,
We sincerely apologize for the inconvenience caused by the shuttle service discrepancy. We understand the frustration of missing a flight, especially on such a significant occasion as your anniversary. Please be assured that we will be refunding you for your parking fees. Unfortunately, when the contract was established, the terms indicated shuttle service would be on demand and not every 30 minutes, and our vendor did not update us on this change. We are addressing this communication error to prevent future occurrences. Your feedback is invaluable in helping us improve our services. Thank you for bringing this to our attention.
Customer Answer
Date: 09/12/2024

Complaint: 22267636

I am rejecting this response because: In addition to the parking fees, I need to be reimbursed for my flights that total to $310.12. I was wrong when I said it was $500. I attached my credit card transactions. I believe 100% that if we had the correct information on way website, we would not have missed our flight for our anniversary weekend.

Sincerely,

*******************************
Business Response
Date: 09/13/2024
We apologize for the inconvenience caused and understand your frustration. As previously stated, the changes to the shuttle schedule were not communicated to us, and for this reason, we are unable to issue a refund for the missed flights. We sincerely regret any trouble this has caused you.
Customer Answer
Date: 09/13/2024
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:09/10/2024
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 is charging me 1.95 monthly for monthly subscription information since March. I used them for parking only. They may have asked me to sign in for information with them but they didnt mention the monthly subscription fee unless they hid it in small letters below.
Business Response
Date: 09/11/2024
Hello Al,
We understand your concern about the unexpected monthly charge of $1.95 from Way.com. It seems there might have been an opt-out box during the checkout process that wasn't clearly visible. We've taken steps to ensure transparency and have cancelled your subscription. Rest assured, you will not incur any further charges moving forward. We apologize for any inconvenience this may have caused and appreciate your understanding.
Initial Complaint
Date:09/10/2024
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.
The level of fraud and non transparency from this experience is astounding! Im given a rate 6.95 and then charged a variety of other rates that are not on my receipt. Upcharging me secretly is called stealing. Additionally, promo codes promoted are fraudulently fake.Apparently as a customer Im not allowed to know what Im being charged for anymore? The IT is disgusting and purposefully disorganized to encourage fraudulent activity and non transparent business practices.Please encourage administrators to get an education. It would be humorous to watch them try to cook a meal! I dare you to eat it!
Business Response
Date: 09/10/2024
Hello
I'm sorry to hear about your experience. We strive for transparency and honesty in all our transactions. It seems there has been a misunderstanding regarding the rates and charges. I would like to resolve this issue promptly and ensure your satisfaction. Would you like us to cancel your reservation, or can we assist you further to address your concerns?
Customer Answer
Date: 09/10/2024

Complaint: 22263646

I am rejecting this response because:

Your response at offering a refund negates any responsibility and leads to further damages and obstacles I have to overcome. Also, Im perfectly capable of cancelling my reservation. So what is it you are actually offering, nothing as far as I can tell. Its actually not very hard to be transparent. You tell people what you are charging them for. Your receipt of my transaction shows absolutely nothing about what I am being charged for. Your response is immature and lacks truth. I was offered a rate, you doubledy my rate through non transparent and fraudulent business and IT practices , you neglected to allow me to use a coupon you promoted which is further fraud, your customer service declined to offer resolution, and was unable to give me any breakdown of cost. You have not offered any resolution. A resolution Id consider is giving me free parking for wasting my time and stealing my money and being an untrustworthy unprofessional business?
Sincerely,

S L
Business Response
Date: 09/12/2024
Hello S L,

I understand your concerns regarding the charges and the need for transparency. The attachment provided an example that does show a detailed breakdown of taxes and fees associated with a transaction. We strive for clarity in our billing and apologize for any confusion caused. Regarding the coupon, we acknowledge the oversight and will ensure it is addressed. While we are unable to offer free parking, we are committed to finding a satisfactory resolution for you. What coupon were you trying to use for the discount? Please allow us some time to review your case thoroughly and we will get back to you with a detailed explanation and potential solutions.
Initial Complaint
Date:09/06/2024
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.
August 15, 2024 $88.0-0
Business Response
Date: 09/09/2024
To better assist you, could you please describe the problem you've encountered?
Customer Answer
Date: 09/12/2024

Complaint: 22250823

I am rejecting this response because: I have explained in detail. I arrived at the facility to park for 12 days and I paid $67.59. I entered the facility to check in and realized I put am check in instead of pm. I added the correct time and paid an additional amount $10.26 totaling $77.85. When I gave the clerk my coupon to scan I asked when would the shuttle be there. He informed me there was no shuttle and I'd have to **** a ride. I said it was an error and I wanted a refund , He said he couldn't do that. I left the facility looking for parking, because check in for my international flight was was nearing. I found another Way parking which I paid an additional $103.32 to park for my 12 day stay. I went to the site and explained thru chat about the issue and situation requesting, assistance and a resolution.

Sincerely,

**** ******** ******
Business Response
Date: 09/17/2024
Hello,

We acknowledge the inconvenience caused and would like to remind you that, as mentioned on our website, this parking lot currently does not provide complimentary shuttle service. However, the airport is merely a brief ride via **** or Lyft, and we have accordingly adjusted our pricing to compensate for your rideshare expenses.
Initial Complaint
Date:08/29/2024
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.
My flight was cancelled and my car was only 4 hours on the parking lot. The charges me 2 days for parking and they gave me the credit for the rest days.I am not going back to the parking.
Business Response
Date: 08/29/2024
Hello *******,
We understand your frustration regarding the parking charges after your flight cancellation. We are actively looking into this situation to address your concerns. We've also noticed that you've filed a dispute with your card company. Please be aware that until the dispute is dropped, we are unable to process a refund as the dispute blocks us from making transactions on your card. We appreciate your understanding and are here to assist you further.
Initial Complaint
Date:08/22/2024
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 accidentally made two duplicate reservations for parking on Way.com because the confirmation email for the first reservation went to my spam folder. I realized that there were two reservations immediately after making the second. My credit card payment was listed as "pending" so I I called my credit card to try to stop the charge. They said that they can't cancel a pending payment but I could dispute the original (first) charge. I filed a dispute with the credit card on May 15.A month after filing the dispute Way.com contacted me by email (Email ## *******). They had canceled my duplicate reservation in their system and offered me a refund as long as I would drop the credit dispute. I contacted my credit card the same day, and they said the dispute was closed and could not be dropped. I sent the closed dispute paperwork by email to Way on July 5 but have not received a refund as of August 21. I have emailed Way.com twice concerning the delay and was told to "be patient" as they are waiting to hear from my credit card. I have been billed twice for the same parking reservation and and have completed all of the Way.com paperwork requirements for the refund they offered me. There is no reason a refund should take over two months to process and I am hoping this BBB complaint will provide a timely resolution to this issue.
Business Response
Date: 08/22/2024
Hello ********,
We sincerely apologize for the inconvenience you've experienced. We understand that waiting for a refund can be frustrating, and we appreciate your patience. We have good news: we just received clearance from your credit card company, and we are processing your refund by today. Rest assured, we are committed to resolving this matter swiftly and to your satisfaction. Thank you for bringing this to our attention, and we hope to serve you better in the future.
Customer Answer
Date: 08/26/2024
I can state that the issue has been resolved on the BBB website if you send me the link. I appreciate your help in this matter.
Initial Complaint
Date:08/19/2024
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 paid for parking at a mall in ******, ** to attend an event. It was one of the options recommended by the Way app. I paid $15 to use the slot from 6:30-11:30 pm. I checked in about 7 pm and the ** code worked. At about before 11 pm I was trying to check out and use the code as before but it didnt work. I tried to scan it multiple times to no avail. I tried calling their customer support for both their office hours and after but no one answered. I was stuck at the exit for about ***** minutes until I was forced to get a lost ticket and paid $24 (I can provide receipt). The next day I called their complaints desk but they only gave me terrible excuses (I shouldve checked in at exactly 630 pm or else it wont work, Ive scanned the code twice at exit so it wont work, etc.). This failure to provide service I paid for caused me tremendous stress and this type of business behaviour is unacceptable and must be subject to proper sanctions.
Business Response
Date: 08/20/2024
Hello **** Sta. *****,

We're truly sorry to hear about your recent parking experience with us. We understand how frustrating it must have been to face such difficulties, especially when you were trying to follow the process as instructed. Please know that we are looking into this issue and are committed to making things right with you. Your feedback is invaluable in helping us improve our services, and we want to ensure that this situation is addressed properly and promptly. Thank you for bringing this to our attention, and we will be in touch with you soon to discuss a resolution.
Customer Answer
Date: 08/20/2024

Complaint: 22164562

I am rejecting this response because:
no concrete resolution was done

Sincerely,

RCSL
Customer Answer
Date: 08/21/2024
To clarify, way.com has not provided the service for parking that was paid for accordingly. Their customer service rejected my refund request even though I was forced to pay more at the site (lost ticket) so I can exit the parking without fault of my own. Their response to this BBB complaint was also inadequate because they failed to respond to the point of contention and merely said they will look into it despite the fact that I have already exhausted my remedy trying to resolve this issue via their customer desk.
Business Response
Date: 08/22/2024
Hello **** Sta. *****,

We understand your frustration and sincerely apologize for the inconvenience you've experienced. It's clear that the service you received did not meet the standards we strive for. We are looking further into this issue and will contact you directly with our answer. Rest assured, we are committed to resolving this matter to your satisfaction and appreciate your patience as we work to make things right.
Customer Answer
Date: 08/22/2024

Complaint: 22164562

I am rejecting the response because hitherto way.com has not done any concrete action and only delaying the process.
Business Response
Date: 08/27/2024
Hello Rich,

We sincerely apologize for the inconvenience you experienced with the parking service booked through Way.com. We understand the frustration of technical issues and the stress it can cause, especially when it interferes with your plans. Please be assured that we have processed a refund for the $15 you paid to Way.com for the parking slot. However, we regret to inform you that we cannot issue a refund for the additional $24 paid directly to the parking lot for the lost ticket. We value your feedback and are actively working to improve our services to prevent such occurrences in the future.

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Way.com is NOT a BBB Accredited Business.