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Business Profile

Airport Transportation

Groome Transportation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airport Transportation.

Complaints

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

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Groome Transportation has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 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.

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    • Initial Complaint

      Date:12/16/2023

      Type:Product Issues
      Status:
      Answered
      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 11/29/23 I went online with Groome Transportation to book a round trip airport shuttle to the *** airport for a trip from 12/18-12/20. The total, including tip for the driver was $108. I noticed when I looked at my online bank statement that it was charged twice. I called and left a message. I received a voicemail from ***** who explained kindly that the double charge would be resolved, and it was. When looking at my flight departure time, I was able to determine that the shuttle times available wouldnt work with my flight (either too early to airport or not enough time) and had a family member offer to give me a ride. I called to cancel, expecting to just be provided a refund, especially since still several weeks in advance. I was told, however, that I could only get a credit for another shuttle. I rarely travel so this isnt a feasible alternative. I asked to speak with a supervisor about it and was transferred to Andi. She explained that she had no power to issue a refund and that I would have to contact corporate through the webpage. On 12/13/23 I sent an email through the website explaining what happened and requesting a refund of my $108. I received a reply stating that I could only get a credit, which I had originally explained was not feasible as I rarely travel. I requested call backwhich I have not received and I cannot find a phone number for corporate. On 12/15 after not receiving a call back as requested, I decided to reach out again to **** with the local office, with hopes that she could provide me a phone number for corporate. Immediately after I said my name she became rude, stating that she knew I had sent the emails. I just asked for the number for corporate, to which she responded that I had checked a box acknowledging that I wouldnt get a refund. I explained calmly that it felt like theft and she said the word harassment. I ended the call at that point in disbelief.This is my first ever bbb complaint. I just want my $108 back. Thx

      Business Response

      Date: 12/26/2023

      Good afternoon ****************

      I am sorry that your travel plans/ times of travel changed and didn't align with the shuttle services that you requested. Per our policy, that you agreed to when purchasing transportation, we have a no refunds policy. We have issued you travel credit in the amount of $108 which is good for one (1) year. You are welcome to give this credit to a family member or friend, and this credit is good at any of our locations across the nation. Below is our cancellation policy which you agreed to at the time of booking.

      Thank you 

      Cancellation Policy

      How do I cancel my reservation?
      You must cancel or change your reservation by 11:59pm the day before your travel date. No refunds will be issued. If you need to cancel, you will be issued a credit for use on future travel within the next year. The travel credit is valid for one year from its issue date (the date of the original cancellation). Travel must be rebooked by the expiration date (one year from its issue date). The travel does not need to occur by the expiration date.
      Credit will not be issued if cancelling after 11:59pm the day before your travel date. Same-day reservations are not eligible for credit if cancelled.

       

      Customer Answer

      Date: 01/03/2024

       I am rejecting this response because:
      I do not feel comfortable utilizing the services of this business, especially after the rude verbal language communicated to me by ****, the *************** operations manager, so a voucher for future services does not adequately satisfy the $108 I paid them for services I never received. I provided a several week notice of the change in my plans, and I do not feel that they should be able to keep the money i paid for the shuttle, with a considerable tip. This whole experience has been very upsetting for me and I would appreciate this business doing the right thing. I do not think that an offer to utilize the service of this business in the future is an adequate solution considering the circumstances. Please just refund my money.

    Groome Transportation is NOT a BBB Accredited Business.

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