Transportation
Groome TransportationFind BBB Accredited Businesses in Transportation.
Reviews
1 Customer Reviews
Review from Chandra K
1 star10/23/2022
Despite the website saying to call your local office for "immediate assistance", I literally spent five hours trying to call the Macon/Warner Robins office today after my mom's flight was delayed and she would not be arriving in ATL in time to make her scheduled shuttle. NOBODY WOULD ANSWER THE PHONE FOR FIVE HOURS. I even attempted to contact other Groome offices in the state to see if they had another way of contacting the Macon/Warner Robins office and I was told they did not and could not help me. When someone finally picked up the phone after five hours, she said the earliest they could accommodate my mom would be five hours after her flight landed because their earlier shuttles were all booked. This is absolutely unacceptable; had the phone been answered the first time I called with the flight change five hours earlier I'm sure there would have been better availability. I expressed disbelief and frustration and asked to speak to a supervisor and the ridiculously rude employee told me to call back the next day and HUNG UP ON ME. We are 100% done with Groome and will be filing a chargeback with our credit card company for failing to render services if they do not do the right thing and refund us 100%. You CANNOT operate in the travel industry with constantly shifting airline schedules and not have an employee available to answer your phones for five hours. Complete business failure.
Groome Transportation Response
10/26/2022
Thank you reaching out with your concerns. We have spoken with the customer, the mother of **. ******* and it sounds like her flight was changed a few times on her day of travel. When this occurs, our phones can be busier than normal but we did have periods of low call volume and adequate space to offer a ride on one of our shuttles that evening. We apologize for the rude employee and will review customer service standards with our employees. We are not sure why she was not able to be accommodated, but have refunded the fare.
Again with apologize for the delay in her being able to connect with the office, but as many companies we have periods of exceptional high call volume and customers can manage and change their reservation online.
Thank you,
Groome Transportation
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.