Shuttle Bus
Groome TransportationThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
10/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I booked a reservation to ************************************************* for oct.19 and return trio on oct.24 2024 for a flight to ***** for a cruise. The reservation for 3:30 am to airport, my flight 7:10 am. I was on the road to groome transportation at 3:00 am with my husband who was also going. And the associate from groome call and said there was no driver and my ride was canceled. I was going to miss my flight, so me and my husband had to drive to ******* ga. I requested a full refund and the associate said it would take severals days to go back on my card. I followed up with my refund on Oct 24 and the associate said I would get a credit, I told her I wanted my refund back on my card which was a total of ****** dollars. I call back back 2 hrs later and she put her supervisor on the phone and he told me, he could only refund my going ride to the airport and not my return. This situation is not my fault and would like my full refund. This is poor customer **********************. And why would I need a return ride when I drove to and from the airport. I will never use groome transportation ****** location again and will tell everyone I know not to use themBusiness response
11/04/2024
Thank you for reaching out to us about your experience with Groome Transportation. We apologize for the type of service you encountered with our ****** location. On October 12, 2024 one part of your trip was refunded for the amount of $124.00. I have just completed the refund for the other half of your trip. This will give you the total amount you paid back to you. Tomorrow, November 5, 2024, I will be sending you a email with both refund receipts.
If have any more concerns or questions, please feel free to contact the manager at this location, ************.
Customer response
11/04/2024
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
09/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My mom purchased a ticket from ******************* to Orlando Ai on 9/6 to 2:00 am. The bus never showed up and when we called at 2:45 the dispatcher informed us that the ************************************************** survival mode.We were informed that our next bus was going to be at 3:00 am with drop off time at MCO estimated at 4:30 am, which was past my boarding time. Two vans stopped by and said they were not allowed to take us and one diver said he was gonna take us because he was too ******** the airport I called and they said they dont do refunds. We want a refund for ticket confirmation number VX653768 Unreliable and unprofessional servicesBusiness response
09/23/2024
We apologize for the poor service and that we were not able to take corrective action soon enough on the day of your travels. We have refunded the fare today and you should expect to see it in your account within 5-7 business days.Initial Complaint
08/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I waited 45 minutes for my PAID return trip and called your number multiple times. No one answered the phone. Out of frustration I was forced to hire a taxi and my cost will be $300. I have been a Groom customer for at least 15 years and never was treated this poorly. Ill pay the taxi but I would like to be refunded the cost your cost for the retuned trip.Initial Complaint
07/30/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Requested to cancel dropoff -the dropoff would put me in the airport when the airport is closed. I did not know that when I booked the trip. No one wants to wake up at midnight for a flight at almost 6am. I wont book another trip with this company so a credit wont help.Initial Complaint
07/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I made a reservation with Groome months ago and needed to cancel. I didn't today, 7/24 for a trip on 7/30. That is well within any businesses window to receive a refund. Now they tell me they don't give refunds, only credit, which is absurd. I don't have any other plans to travel or use Groome within the next year. Certainly not now after finding out about this ridiculous policy. I want my money back.Business response
08/08/2024
Good Afternoon,
********************* booked round trip reservations with us and agreed to our terms of service and cancellation policy. ***** cancelled his reservations online and they were automatically converted to ride credits. ***** reached out to us to complain and demand a refund. After having a conversation with me discussing the cancellation policy he agreed to when booking, ***** put through a charge back with his bank.
Attached is the dispute response sent in to the bank. Groome Transportation has operated ethically and within our clearly outlined public policies which were disclosed to the customer prior to them purchasing their tickets.
Please do not hesitate to reach out to me if you have any questions regarding this case.
******************* - ************
****************************************
Initial Complaint
04/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called this morning 4/9/24 at 10:53am to book at shuttle ride from Orlando to Daytona Beach, the gentleman that answered the call and set up my booking was polite and I informed him I needed the shuttle to drop me off at ***** ****** which was one of three routes. I got picked up my Orlando airport at 4:40 4/9/24, midway through the ride the bus driver asked if we were all going to the Daytona beach location, I informed him no I am going to ***** ****** drop off location, the bus driver prompted me to call the office. I was on hold for 45 min till they answered. I informed the lady that answered the phone they messed up my drop off site, rather than making the situation right the employee ********************** informed me it would be a extra 12 for the shuttle to take me to my destination which I already paid for. I am very disappointed with the customer ********************** I was provided since I was hung up on. I would like a full refund of this ride and I would like the employee ********************** retrained on customer ********************** support.Business response
05/08/2024
Thanks for bringing this incident to our attention, as we take these matters seriously. After thoroughly looking into ******************** experience, we have found in the system where his reservation was shown for the Groome Office however he was charged for the ***** ****** drop off price. We apologize for this mix up and he should see the refunded amount of $55.00 returned to his card within 3-5 business days.Initial Complaint
02/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
COMPLAINT: GROOME TRANSPORTATION and DRIVER ***** 1. Groome provided transportation service between ************ and Orlando Airport (***), most recently on Feb 12, 2024. Two vans were dispatched. 2. On arrival, Groome drivers were disorganized, failing to clearly indicate their vans' destinations and the number of passengers each could carry.3. As indication of Groome's lack of organization, both small vans had the exact same itineraries. Since both vans had the same route at the same time, a single large bus would have made much more sense. This level of inefficiency and convenience was apparently of no concern to Groome or its drivers. 4. An hour prior to my scheduled van's arrival, Groome sent me a text indicating my driver an van number. Both proved to be incorrect. 3. Worst of all, Driver "*****", Van 1064, (arriving 6:05 PM at airport), was not only unclear, but also rude and impressively arrogant. 4. Driver "*****" apparently demanded a minimal number of passengers so that he could "have an easy night", according to the driver driving the other van. This created difficulty in sorting out which passengers were to go where in which van, especially since the van drivers themselves seemed unsure of their capacities and destinations. 5. After all this, Groome had the additional arrogance of sending me both emails and texts requesting gratuities for their drivers. Conclusion: The rudeness, arrogance, and inefficiency of Groome and its drivers made for a terrible experience, one which I had reserved and actually had to pay for. Groome apparently considers inappropriate and incompetent behavior of their drivers to be completely acceptable. "*****" the driver has no business working in a job where he interacts with people.Business response
02/28/2024
We apologize that ****** had an unpleasant experience with this trip from the airport to ************. We will handle the complaints against the driver internally and will be providing a refund of $40 to the customer, as that is the fare that was paid.Customer response
03/02/2024
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
01/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I Had reservations weeks before my trip, I was using this company to drive me from ********** Airport to *********.My flight was coming in at midnight and the shuttle was due to pick me up at 12:30 AM. ********* is 2 1/2 hours away from ********** was arriving in the middle of the night and didn't have a way to get home other than the shuttle. I get a phone call as I'm on my way to the airport to fly home and they told me that they canceled my trip due to the ice on the roads and they said that they could maybe pick me up at 7:30 in the morning, but that wasn't a guaranteed thing either so I was pretty much stranded at the airport with no way home for over 8 hours. I had to Uber my way home which cost over $450 . I reached out to the company and left them a message stating that they canceled my trip and owe me $56 . I have yet to hear from them. I was not requesting credit since they cancelled on me, I want my money back! By the way, on the way home in the Uber the roads were perfectly fine. Once you got into *********, that's when the roads were a little icy but nothing that the shuttle couldn't handle. My Uber had a ******* with no 4 wheel drive and had no difficulty whatsoever getting me from ******* to *********.If you need definite transportation, use this company, but always have a back up plan because you're taking a great big risk of getting stranded like I did!This was a very hard and expensive ****** learned!Initial Complaint
12/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I made a reservation for shuttle service on 12/20 from *** to ************. My travel plans changed and I cancelled the reservation on 12/20 well in advance of travel and the company will not refund me the $50 only a credit for a future service. I need my refund.Business response
01/03/2024
The Groome Transportation cancellation policy, which must be agreed on while booking, indicates that refunds are not provided for cancellations. We instead provide travel credits that *** be used within the next year. Nevertheless, we have removed the travel credit and instead issued a refund in this case, and the customer should expect the funds to be returned to their card within **** business days, depending on the financial institution.Initial Complaint
05/17/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
The date of transaction is 5/16/2023 Amount paid is $196 There is no link for a refund. I am requesting a cancelation 72 hours in advance. The area for drop off is desolate and it is in the night. There is no taxi service from the Texaco station dropoff to my destination. The person who was picking me up has back pain and cannot drive. So I need to make other arrangements. I could not resolve with the business since they want to issue credit only. I only knew of the back pain after the reservation was made. I have no additional travel plans for this during the next year so a credit is not relevant to.me. The tracking info is: Reservation Details Confirmation #: ********* Name: ****** ****** Contact Phone* ***** ******** Flight Date: Friday, May 19, 2023 at 06:30 PM Airline: ***** Flight Number: ** **** ****** Date: Friday, May 19, 2023 at 07:30 PM Pickup Information: Hartsfield Atlanta International Airport (ATL) Arrival Time: 06:30 PM Type: Domestic Airline: *****Business response
05/31/2023
My apologies for your experience. A refund has been issued for the full amount.
Thank you!
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Customer Complaints Summary
17 total complaints in the last 3 years.
9 complaints closed in the last 12 months.
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