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Business Profile

Airport Transportation

Groome Transportation of Alabama, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airport Transportation.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:02/08/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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, paid $43, and received a confirmation (Conf # GW5492855) with Groome transportation online to travel from ********** ***************************** (***) to ***********************************************************. I arrived 15 min before the pickup time. There were 2 Groome shuttles there at the time - Albany and *****, who clearly announce that they are there. More shuttles arrive so I walk to check shuttles. There is NO Birmingham announcement and as I am looking for the Birmingham shuttle, I receive a text at 2:41 pm stating that my shuttle has arrived. As I continue looking for the shuttle (with another shuttle driver), I get another text stating that the shuttle has already left at 2:45 pm. I then finally see the shuttle ride around and he bypasses me as I am attempting to wave the shuttle down. According to the other driver, they are supposed to stop if everyone is not on the shuttle. I called the station when I received the 2nd text and was put on hold for well over 15 minutes - and was told that the driver was already on the highway and there was nothing they could do and they will not refund my money. This is poor business practice and Groome is taking advantage of customers who do everything possible to be in the right place, on time. I even had the help of another Groome driver who suggested that I report the driver (which I did) because he did not follow their processes and procedures.

    Business Response

    Date: 02/13/2023

    Groome Transportation does not offer service to ****** as stated by the customer. Additionally, the statement of speaking with another driver about going back for customers, is not correct. We are not permitted to reenter the airport pick up area with passengers per the terms of operation with the ***************.  

    The other passengers for the pick up time did not have an issue finding the vehicle. We believe that the customer was so focused on the other vehicles that she did not see the one that she needed to have gotten on. With that in mind, I have authorized the refund outside of our standard posted policy of not providing refunds in a gesture of goodwill towards the customer. 

    Customer Answer

    Date: 02/15/2023

     
    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,

    *********************

Groome Transportation of Alabama, LLC is NOT a BBB Accredited Business.

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