ComplaintsforGroome Transportation

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I took the Groome shuttle to DIA from Fort Collins on November 18 2023.The ride involved two additional stops, one requiring transfer to another van and the final one requiring transfer to a bus to DIA.At each transfer a Groome employee had complete custody and control of my bag, which contained my clothes for a week.Upon arriving at DIA my bag was not in the luggage compartment where the Groome employee would have placed it at the final transfer.I contacted the Groome office immediately and spoke to Sarah.She checked with involved drivers and advised they would send out emails to all other passengers in the event someone took it in error. It did not turn up.I traveled internationally for a research symposium so I was forced to purchase new toiletries and clothing ($500)to complete my trip. At this point my father began communicating with Groome personnel since I was out of the country. Multiple calls to Groome resulted in assurances they were still looking for the bag.We advised them we wanted to file a claim, which they assured would be passed on to management. Despite calls and emails to managers Val and Peter, we have received no response or resolution. Peter left a message on November 21 (only saying they were still searching). Multiple follow-up attempts to reach Peter were unsuccessful because calling the number he called from only resulted in a busy signal. We were told today that the bag has not been found and they would not accept a claim and there is no way to reach management at the company. We feel the company is responsible for the lost bag and contents, as well as reimbursement for purchased item resulting from the loss.

  Business response

  12/04/2023

  Hello,

  I am sorry to hear of your challenges with travel on November 18th 2023.  My Assistant Manager Pete had tried multiple times to connect with your father without success.  I happened to be working at the early morning hour when my dispatch employee Sarah  received the call about the missing luggage.  We both began the process of attempting to locate the bag as soon as the call ended.  I contacted DIA lost and found and Sarah contacted each driver who would have had any contact with the luggage, or you, as our customer.  We did a follow up and I personally searched each van and the bus once they arrived at our Harmony location on November 18th 2023.   I also spoke to each driver.  I called DIA lost and found November 20th 2023 to make sure nothing had been received over the weekend.  Unfortunately, we had come to a dead end and the luggage was most likely taken by another passenger and not returned.  You can file a claim with the Police Department as your father had stated he would be doing.  We have no issue with you doing so.  I have attached our luggage policy.  Again, I extend my apologies for the travel challenge. However, we have done everything in our power to locate your missing bag.

  Respectfully,

  Val Medina

  Operations Manager Groome Transportation

  Fort Collins CO.

   

  Customer response

  12/05/2023

  Complaint: 20941127
  
  I am rejecting this response because: It is unacceptable that luggage under complete Groome employee custody and control can be lost or walked off with by another individual and Groome maintains no responsibility. I incurred not only the loss of the contents but the costs of replacing the clothing to continue my trip. I did not lose the luggage, Groome did. The 'policy' should not absolve Groome of restitution. We were told by at least two individuals that management would be advised we wanted to file a claim. Apparently this is misinformation. Management contact was denied us by employees, and as evidenced by cell carrier logs (cannot be altered), Pete called my father once, and as evidenced by cell phone log, return calls to him could not be complete, as the line was constantly busy.
  
  Regards,
  
  Kimberly Shelton

  Business response

  12/05/2023

  Hello,

  At this point I have no further comment.  We worked quickly and followed up multiple times in attempting to locate the luggage.  We have concluded another passenger took the piece of luggage due to our not finding the luggage on any of our vehicles.  Policy is clear.  

  Customer response

  12/06/2023

  Complaint: 20941127
  
  I am rejecting this response. Clearly the company's responses and position speak volumes about its customer service and leadership. I understand they take no responsibility. I am also done on this venue.
  
  Regards,
  
  Kimberly Shelton

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a reservation for a Groome shuttle ride from Denver International Airport to Ft. Collins on Sunday, October 8th, 2023 for my son. He was on a Southwest flight that was suppose to arrive at 11:25pm. I made a reservation for the 11:50 pm shuttle ride. His flight was delayed and arrived after the shuttle departed. I called first thing in the morning to ask for a credit or refund and was told neither would be offered. I was additionally lied to and told he called and changed the shuttle ride to a later time, he did not call Groome shuttle to do any such thing! Per the cancellation policy i would have had to call the day before the shuttle left DIA! This would be impossible since the shuttle ride didn’t leave until 11:50pm. I have no control over delayed flights! I would like to file a complaint and would like a refund or credit. GROOME SHUTTLE cancelation 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.

  Business response

  11/09/2023

  Hello,

  After reading the complaint, I am concerned why a credit was not issued.  A travel credit should have been issued in this case.  Groome Transportation does not have any control over cancelled or delayed flights.  However, we do take the potential into consideration by offering a travel credit.  The complainant is correct in stating we do not offer a refund.  I will look for the name in our reservation system and make sure a travel credit is issued.  My sincerest apologies for any confusion.

  Kindly,

  Val Medina/ Operations Manager Groome Transportation 

  [email protected]

   

  Customer response

  11/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Betsi Mead

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On may 19, 2023, I booked with groome transportation from the denver airport to Colorado Springs airport, shortly after I booked literally seconds later I received a text message from a family member that they drove from Pueblo to Denver and will be waiting for me at the airport when I arrive, I reached out to groome transportation and alerted them of the situation I spoke with a very rude representative Angela and she let me know of there no refund policy, I asked as a one time courtesy will they be able to refund my money I literally just booked less than 5 minutes ago, she said no and proceeded to hang up the phone on me, I text my mother to ask her to reach out to them to see if they would refund because my flight was getting ready to take off and I needed to turn my phone on airplane mode, when I landed I called my mom and she said she got no where with them and that Angela and her supervisor are very rude, I called back one last time and got Angela on the line again, I said I am trying to settle this with your company first before going to my bank but I am not going to pay for a service that is not being used you guys are literally stealing my money Angela again said I’m not going through this with you, you can either get on the shuttle or loose your money and hangs the phone up on me yet again. I understand that they have a policy, but someone took there time to travel almost 2 hours to come and get me and I have to pay for there time as well, if that person didn’t leave and wasn’t in Denver already before my flight took off I would of told them not to come, but they made the trip already it would not hurt the company to make an exception and give me my money back. From previous reviews this company steals peoples money. I would like a full refund for there was no service provided, circumstances change and they should be understanding to that, I’m not sure how this company stayed in business so long with very poor customer service across the board

  Business response

  06/06/2023

  This was resolved and responded to on the 5th

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband made reservations with Groome Transport to take a shuttle to DIA on Friday 6/2/23. No mention was made about them picking up additional passengers or changing buses, all of which should have been mentioned as they affected the time it took from pick up to arrival. After making 3 additional stops, he had to change over to a bus that was to take him the rest of way to DIA. He attempted to grab his bags, but the driver insisted that he allow them to load everything on to the bus. Arriving at DIA, he was not able to find his carry on. He had to wait for 20 minutes for Groome to call back to verify the bag wasn't transferred and they would send it overnight. He was so late in getting to the airport, and waiting for Groome that he barely made his flight, they were closing boarding gate. I called Groome to see if I could get a Fed Ex tracking number and talk to a supervisor. I was given the number but was told I could not talk to a supervisor, they would have him return a call within 72 hours. Tracking showed the bag was not sent overnight, but rather sent ground, and would not arrive until Monday 6/5 by the end of the day. My husband needed the items in that carry for a business conference starting Saturday morning. In lying about the bag being sent over night, they caused us to have to pay additional fees for replacement costs of items he needed like charging cords for his laptop, medication, toiletries, etc. We do not want to use Groome again, in asking them to cancel his return trip, they refused to do a refund. I called them again today, as the supervisor (Hershall) has still not returned my calls, and was told I could leave a message for him but could not be transferred. We want a complete refund for his trip on 6/2 and to cancel his return flight on 6/9 with out any charges. I feel like that is the LEAST they can do from the lack of consideration and poor customer service they have provided.

  Business response

  06/05/2023

  Christina, thank you for talkng with me today. I applogize for the inconvenience and hassles that you and your husband had to go through for the missed backpack. I shipped via Fed-Ex ASAP and was told that it could not arrive on Saturday but would be there on Sunday, I am sorry that it took longer than expected and was not there until Monday. As per our conversation I will be refunding your roundtrip with us and I hope that you will reconsider using us in the future. You have my direct line, please use it if you choose to travel with us again. 

  Herschel Butler , 

  Operations Manager, Groome Transportation

  Customer response

  06/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. After submitting my complaint, I did speak with the supervisor and he was very apologetic.  I believe his staff needs a little lesson in customer service, as it sounded like he didn't get the full story about what happened initially.
  
  Kind Regards,
  
  Christina Hargadin

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a shuttle to ride from Denver airport to Colorado Springs on Thursday January 19, 2023 at 7:57pm. I was sent a confirmation email at 7:57p on January 19, 2023 that gave Confirmation number: ********* and it was to depart from Denver airport pickup Door 505 Island 5 at 10:45pm. I arrived at Denver airport at 8:00pm and contacted this shuttle company at 8:00pm to verify pickup and to get an estimate of arrival time to Colorado Springs Woodman Park & Ride. The gentleman that I spoke with said that the shuttle would arrive in Colorado Springs around 12:15am to 12:30am. I waited at door 505 until approximately 1hour before my shuttle’s arrival time and then proceeded outside per the instructions from the link texted to me from Groome 1 hour before my departure time. The temperature was 10degrees outside, however I sat at Island 5 wrapped in a blanket for over an hour and 45 minutes and beyond my shuttles departure time. At no time did this shuttle come up or did I receive any type of notifications that the 10:45pm shuttle had been canceled. After 10:45pm came and went, I had to contact and cancel my ride from the Colorado Springs destination because I was unsure when I would finally get a shuttle and subsequently have an accurate time to give my driver. I was left in the cold on a shuttle that would never come so I contacted Groome, and an employee by the name of Angela, answered the phone and was very very very very rude and condescending to me, even had the audacity to hang up on me over 5 times and left my calls on hold for extended periods of time. She was yelling at me, hung up several times, refused to give me her name as she said she had given her first name the other 3 times I had called, and when I asked her name she simply hung up the phone again. I requested a managers name and number to contact them and she simply responded angrily saying she would relay my request. I would like a manager to contact me ASAP for the full details.

  Business response

  01/20/2023

  Called the passenger to discuss.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had made a reservation with this company and was told that the ride would be accessible for a wheelchair user and it was not. I canceled the reservation in advance and the company refunded the charge and then re-billed it the same day and is unwilling to provide a refund despite not using the service and providing advance notice. Further, green ride did fill the trip with passengers and were unable to provide a seat the day of the ride. Essentially, they sold a seat that they could not provide due to a full capacity and inability to provide a wheelchair accessible seat. I requested a refund and they only offered a gift certificate for a service that I could never use. I'm requesting a refund of $60.80.

  Business response

  07/12/2022

  Good morning,

  We do apologize for the frustration you have encountered in your interactions with us.

  Our company policy, as stated when making a reservation and on our website, is that reservations cancelled at or before 11:59p before the day of travel are eligible to receive travel credit, and reservations cancelled same day of travel are ineligible for travel credit. The policy also states that no refunds are given. It is required for a customer to agree to this before the reservation can be processed.

  As stated on our website, we ask that customers who need an ADA vehicle call our office to book their reservation. I apologize that there seems to be some confusion that was generated regarding this and our refund policy. Due to this we have refunded your fare and you can expect to see the funds in 3-5 business days.

  Thank you, and we hope you have a pleasant day!

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 16th, I had made a reservation from Fort Collins to DIA, $49. With the storm that came through my friend did not fly out and we did not need the service. I am moving next month to another state that does not have this service. I have requested a refund and the company refuses to give me my refund. I am the only one who uses this service because my flight from DIA to Laramie always gets canceled.

  Business response

  04/20/2022

  Hello *****,

  We apologize for the inconvenience .

  As our cancellation policy states, "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". This policy must be accepted before making a reservation, online or over the phone. You can use this travel credit or transfer it to another party. It can also be redeemed at any Groome Transportation location in the Nation.

   

   

  Please let me know if you have any other questions.

  Customer response

  04/20/2022

  Complaint: ********
  
  I am rejecting this response because:

  I am moving out of state to Nebraska and will not be using this service.  Neither will anyone else.  They do not have this service where I will be moving.  

  Thus, the voucher will not be used.  The reservation was cancelled far in advance. 

  I would just like a refund since the service will never be used not even within the year.

  
  
  Regards,
  
  ***** *******

  Business response

  05/02/2022

  Good morning,

  Upon reviewing the customer's circumstances, we have chosen to grant her request for a refund. She will be refunded today and can expect the funds back in 3-5 business days.

  Thank you.

  Customer response

  05/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *******

• Initial Complaint

  10/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Groome, under the guise of Green Ride still, had a reservation for my wife for 10/13/21 Denver airport to Ft. Collins. Due to ** ******** reservations being cancelled my wife did not fly to Denver. She informed Groome/Green Ride over 30 hours BEFORE she had the scheduled reservation per the main points of their (somewhat hidden) policy. The phone call woman on 10/12 never said anything about NO REFUNDS, and only upon a 2nd call was my wife told of the one year SUPPOSED CREDIT would apply. As we are older and don't travel to Denver that often, we want a credit to our credit card instead of one year so-called credit for a company with a bad, and possibly illegal policy. If Groome does not issue the immediate credit within 15 days, I will begin actions with the CO Attorney General and the Fort Collins Better Business Bureau. I hate to write a negative review but my 20 year experience as a BBB president of Western Michigan has taught me how to do these corrective actions if necessary.

  Business response

  10/14/2021

  Good afternoon!
  
  
  We would like to let you know we have processed a refund of $38 to your card for your cancelled reservation of October 12, 2021. You should see it back within 3-5 business days.
  
  
  As our cancellation policy states, all reservations are non-refundable, which our phone records confirm was stated to you at the time of booking on October 9, 2021. Nevertheless, we are extending this courtesy refund and cancelling the travel credit.
  
  
  Please let me know if you have any further questions.

  Thank you.

  Customer response

  10/15/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Will let you know IF credit doesn't appear with the next week. thanks for your assistance. 
  
  Regards,
  
  *** ****** ******

*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. ↩