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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

Find a Location

Groome Transportation has 9 locations, listed below.

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    • Groome Transportation

      5350 E Speedway Blvd Tucson, AZ 85712-4922

    • Groome Transportation

      6801 E. 1st Street (former) Prescott Valley, AZ 86314

    • Groome Transportation

      501 N Park Ave Tucson, AZ 85719-5034

    • Groome Transportation

      650 Whipple Street Prescott, AZ 86301-1716

    • Groome Transportation

      9633 N Tiffany Loop Tucson, AZ 85743-8422

    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/30/2024

      Type:Service or Repair 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 July 30th I made a reservation to travel from Phoenix to Flagstaff on 8/31 with my bicycle in a box and paid 67.50 (receipt attached). Prior to making the reservation I called to verify I could travel with a bike box to which the "CC rep said no problem...we do it all the time". I also put the box dimensions in my notes at time pf purchase. Today I received a call saying that I could not bring my Bike as that is against policy. I asked for a refund and they refused saying it's against policy and that they would offer me a credit, which has no value.

      Business Response

      Date: 09/03/2024

      This was a judgement error on our dispatchers end. If we are unable to provide a promised serve, we will do our best to make it right. We have processed the requested refund effective 9/3/2024.

    • Initial Complaint

      Date:11/07/2023

      Type:Service or Repair 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.
      I had been scammed, unfortunately I had spent so many hours on the Cash App by the time I got a chance to call Groome Transportation I was told no refund due to cancellation must happen on the same day, well I only ordered the tickets that evening. I tried to call them the same day but nobody picked up the phone and I called several times. Why because now they have a lame excuse for not having taken the call it's FREE MONEY TIME at Groome Transportation. What a 100% ripoff that this company is allowed to just have at free money from consumers? Let alone I am 61 years of age and not in the best of health at all. I am listed as handicapped and can only work part time and fight for SSI meaning I didn't get it yet. I mean this is just outrageous this company has a right to FREE MONEY any damn time they want it? Where are the laws in Arizona that protect us from this absolute fraud and scamming company Groome Transportation. I would rather walk with crutches from Tucson to Phoenix than ride with these crooks!!!!! I can see why they are not an accredited business of the BBB!

      Business Response

      Date: 11/20/2023

      This complaint was brought to the assistant manager’s attention by the customer and we were working on resolving the issue.  The shuttle service was provided at the time scheduled by the customer and the passenger was a No Show for the reservation.  The reservation was not cancelled and is not eligible to be converted to an Open Credit, as per the cancellation policy the customer agreed to before their credit card was charged when he booked online.  However the assistant manager was willing to offer a credit for future travel which the customer as yet to respond too.  We pride ourselves on our customer service and look forward to the customer returning our calls so we can resolve this matter.

    • Initial Complaint

      Date:03/31/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      We reserved seats on a Groome Transportation shuttle from Tucson to Phoenix five weeks in advance, and called to cancel two days later when we got a free ride instead. Groome had already charged my credit card, and refused to refund the $98 charge, repeatedly insisting that I had "checked the box" by the small print, which said I had to cancel the day before the shuttle for any consideration. That's quite understandable. However, even though I tried to cancel FIVE WEEKS before the shuttle, they would only give me a future credit for a service I will never use. NO respectable business would operate like this!

    • Initial Complaint

      Date:12/28/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      We had a reservation with GROOME TRANSPORTATION for a pick up shuttle service from Tucson to Phoenix Sky Harbor airport. the reservation was for Dec. 26th, 2022 at 2:45 am. As per their paperwork, they said that pick up time was 2:45 am. We arrived EXACTLY @ 2:45 am, and we watched as our driver left the pick up area earlier than he was supposed to, and left us. He never came back to pick us up. we attempted to call the # for Groome Transportation, but they do not give an emergency contact #, or a phone # for the driver. Their pre recorded message only states their business hours and if you are calling after reg. bus. hours to go online. We waited till after 3 am to see if he would come back to get us. But he never did. Finally, we had to call and pay an UBER driver over 100 dollars, on top of what we already paid Groome Transportation, to drive us to Phoenix Sky Harbor airport so we wouldn't miss our flight. When I attempted to call Groome Transportation during regular bus. hours to complain about this incident and ask why the driver just left us standing in the middle of nowhere, and why he left before the designated time, I was met with nothing but rudeness, and was hung up on. The woman I spoke to said she was transferring me to her managers voicemail, but she hung up on me. When I attempted to call again, Groome Transportation in Tucson never picked up. I was left on hold for more than 20 minutes. It was obvious they were ignoring my call, and had no intention of addressing my complaint. When I went on their Facebook page to file a complaint via instant message, the said the would contact me within 24 hrs. I STILL have not heard back from them as of Wednesday, Dec. 28th, 2022.

    Groome Transportation is NOT a BBB Accredited Business.

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