Complaints

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.

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 paid in advance, $90.00, for shuttle service to the Villages, FL, from MCO. Our flight in Atlanta was delayed I promptly called Groome to inform them that we would be unable to make our 4:10pm shuttle. The representative was unclear in her directions and finally stated that we could ask the shuttle driver that arrived next once we were at the pick up location if we could get 2 seats on that shuttle. She stated that she would also place our names on the 8:10pm shuttle and assured us that we would have seats on this shuttle. We arrived at the pickup location at approximately 6:00pm. The driver of the coach/ shuttle that was loading passengers at the pick up location stated that we could not get seats on his shuttle and that we could only ask for seats on a "small bus". Once a "small bus" arrived, that driver told us, "you have to take a big bus". I reached a company representative by phone after a lengthy wait, she was rude and could not offer a solution other than to wait. I asked multiple times to speak to a supervisor and was never given this option. There were multiple other travelers waiting, 4 or 5 of whom were in wheelchairs. In the hours we waited, we watched 2 coach buses and at least one smaller bus arrive, drop off passengers and leave EMPTY while MANY people waited, stranded. I informed the rep of this and she made no apologies. Multiple texts were sent to travelers with differing information about times, names of drivers and ID numbers of bus/ coaches. *****, driver who finally arrived after 9:00pm was very rude. I phoned company to ask for a refund and was again treated very rudely and un-professionally. Asked multiple times for a supervisor, was never given an answer other than, "did you get where you were going? We don't give refunds". Despicable. TERRIBLE customer service, uncaring, rude staff. Unable to reach ANY person other than the rude, unprofessional persons who answer the phone. UNACCEPTABLE.

  Customer Answer

  Date: 01/28/2025

  I have NOT received any communication from the company which further adds to my complaint.  This is NOT acceptable from a company, especially one of it's size and that makes as much money as they do.  I wish to continue with my complaint and I wish to take it as far as possible to hold them accountable.  I do not wish for other customers of theirs to experience this unacceptable "service".  Thank you! 

• Initial Complaint

  Date:03/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  IN December 2022 I purchased a round trip shuttle service from Chattanooga TN to Nashville TN. Due to weather my shuttle was canceled. I called for a refund due to the cancelation on their part. I was told that I would get a full refund but the manager was out sick with Covid and it may take a week or two. After two weeks I called again and they said a manager had to release the funds. I started calling every week asking for my refund with no result. I finally went into the location and asked to speak with a manager. The manager was apparently once again like always..busy. The man at the front desk said that he would urge the manager to process the funds. Finally on Feburary 9 2023 I received an$50 credit. I paid total $100.00 and I figured since it was a round trip, they may be split the payments? I have been calling and they keep telling me that they have given the full refund. I have talked with my bank and there is nothing pending and only one $50.00 adjustment. The manager gave me two confirmation numbers with the amount, date and time of the refund. My bank said that is confirmation number for their end and it is not something that they can see however there is only one adjustment for $50. I told the manager that I am happy to bring a printed bank statement from the last 90 day to show this and told him that I cannot physically change my bank statement. The manger I spoke said that he would have to contact someone else and kept reminding me of the confirmation numbers he gave to me. We are going on almost four month and I would just like my refund back. Conformation numbers ********** at 2:57 ********** at 2:58 These were both submitted accoriding to the manager name *****. I am happy to provide my bank statement with the BBB to show only one of those transactions went through to my account. I am hoping you can help me resolve this issue as I would really appreciate my money back. Thank you ***** ******* ******************* ************

  Business Response

  Date: 03/16/2023

  Good Afternoon *****,

     I apologize for any confusion but I have investigated the status of your refund and $100 (may have shown as two $50 transactions) was refunded to your **** card ending in ****.  I have attached the receipts from our credit card processing company.  Please take these to your bank as they maybe able to use this information to trace the transaction on their end.  I will also email you so you have my personal email if your bank is still having issues finding the transaction.

  Thank you,

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

  Operations Manager Groome Transportation

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 booked a one way transport to Nashville airport with Groome Transportation on Jan 23rd, 2023 at 05:04 PM, Confirmation number ********* for a shuttle leaving at 4:45 AM for my 7:30 AM flight out of Nashville. I checked the confirmation email on Feb 21st, no changes. I woke up on Feb 23rd at 3:30 AM to two missed calls from a Georgia number at 2:58 and 2:59 AM. I looked at my email, nothing new and no new voicemails. Something told me to search my email again, so I typed in "Groome" and found an email that had gone to my spam folder on Feb 22nd at 02:01 AM saying my shuttle was confirmed, but it listed the departure time at 0300. Problem is, I did not see this email (which again went to spam) until 3:30 AM. I called Groome at 3:48 AM and was told I was a no call, no show. I explained that I had made my reservation a month ago for 4:45. The person on the phone told me that shuttle had to be canceled due to a death in the driver's family. I did not receive a call or text on Feb 22nd to make sure I knew my shuttle had been changed from 4:45 AM to 3 AM. The person at Groome said they could put me on the 6 AM shuttle but I would miss my flight. I was very upset. I asked to speak to the manager and was told the manager would not be in until the following Monday, but they would ask them to call me. I had to scramble and pay $158 +tip to an Uber driver to take me to the airport. On my way to the airport, I received a text from Groome asking me to rate my trip and letting me know I was charged the full $65 for my ride. I have still not received a follow up call from Groome. My complaint centers around being charged for the ride, having to pay for Uber, and struggling to figure out why Groome wouldn't verify I got the message about such a big change in departure time? There could not have been more than 6 people needing that shuttle, and obviously, their software is programmed to send texts.

  Business Response

  Date: 03/09/2023

  I reached out to Ms. ***** today via phone and email to apologize for what appears to be poor communication from the Chattanooga office.  A full refund has been issued as well as an offer for a free round trip in the future.

  Customer Answer

  Date: 03/09/2023

  
  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,
  
  ***** *****

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 December 22nd, I was scheduled to take Groome home from the Denver Airport, and to be dropped off at my home. My flight was delayed. I called two times and was told that the bus would not wait for me. I sprinted across the airport and made it in time. The bus was late and we waited for other customers. This was during the bomb cyclone that hit Colorado. The bus had little to no heat. Everyone was trembling the entire ride. We then get to the Loveland airport to transfer vehicles. They make us get out of the bus in sub zero temperatures. I go to the other bus and am rudely told "What do you want? This bus is going to the airport". I then have to run back to the original bus. My driver is frantically making calls and is told that our new transfer bus will be there in 7 minutes. We wait. Over an hour goes by. No one comes. Dispatch had a complete meltdown.He then goes ahead and drive us to the Harmony transfer center. We start driving, he receives a call that a vehicle is coming to pick up a passenger and to wait at the Loveland Airport. He slams on the breaks and we sit on the Frontage Road for one car to pick up one passenger, even though there were 10 people waiting to go to the Harmony center. We wait for 20 minutes, no one comes. We finally go to the transfer center. I am told to get out of the bus and to find my own ride home. It is -5 degrees outside. My driver had reached the end of his shift and legally wasn't able to drive us but was forced to. Some patrons had to drive others home. There is no room for me. It is 4am so there are no taxis or *****. Thankfully, one of my friends was able to pick me up. By the time they picked me up, my tears had frozen in my eyelashes. I called on the 23rd asking for a refund. I had to call back, with long wait times, four more times over the following three weeks. I was told that managers had viewed my case multiple times but didn't do anything. Days ago, they said I'd get refunded. I still haven't been.

  Business Response

  Date: 01/17/2023

  Good morning

  I am **** the regional Manager for the Fort Collins location. I would like to apologize for this situation you were put in December. I will have a conversation with the local Management and find out what that breakdown in communication was, I will be processing you a refund today. 

  Thank you 

  Customer Answer

  Date: 01/17/2023

  
  Complaint: ********
  
  I am rejecting this response because I was told on the 11th that a manager had forgotten to process my refund and that I would be refunded in 3-5 days. I still haven’t been refunded. I want management to call me back and explain what happened. This is insufficient.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/18/2023

  Yes there was an error on our end processing, but it has been processed. with Monday being the holiday it might take a few more days. I will have a manager reach out to you today. Thank you 

• Initial Complaint

  Date:07/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am a frequent rider of Groome Transportation. I booked and paid for a trip for T******* ***** that was to take place on 7/14/2022. Her trip was from Atlanta, GA to Nashville, TN with a 4:15 PM EST pickup from the Atlanta Hartsfield-Jackson Airport to their office in Chattanooga, TN, arriving at 6:15 PM EST. She was to then have an hour and fifteen minute layover before boarding the 7:30 PM EST shuttle to the Nashville Int’l Airport. Groome completely abandoned a promise to accommodate ******** by extending their usual 5 minute grace period to board, as ******** was 5 minutes late due to a suicide attempt at Atlanta’s airport that caused major back up and delays. In a lackluster attempt to save face, they offered to reschedule her onto the 5:15 PM EST shuttle, assuring that she’d make it to Chattanooga in time to board the shuttle to Nashville. They took advantage of ********’s desperation as they knew that the driver for the 5:15 shuttle was running well over 20 minutes late and they knew she wouldn’t make the Nashville shuttle. But, because they were driven solely by making a quick buck, they deliberately withheld that information and allowed her to board knowing she’d never make it to the next shuttle. After realizing that she wouldn’t make it, ****** communicated her concerns to the driver and I called the office to see if she’d make the shuttle and if not, could the next shuttle wait since it was Groome’s fault that the shuttle that she was currently on, was late. They both emphatically replied, “No!” As a tenured rider of Groome, I’ve seen Groome extend the courtesy of elongated waits to other passengers. Furthermore, the fact that they offered assurances that they did not uphold makes this situation even worse. In one of the most slap in the face manners, Groome offered to put ******** on a shuttle scheduled 8 hours later at 3:30 AM EST on the next day. We were both mortified by that. I want a full refund and apology from this “company.”

  Business Response

  Date: 07/15/2022

  Hello,

  Thank you for reaching out, unfortunately the airport will not allow a grace period on our shuttle dwell time, and will sometimes not allow us to wait. We were unaware of delays on the next shuttle when your passenger was moved that would have caused an issue with the connection in Chattanooga. Due to the extended wait time, we have processed a refund for the Chattanooga to Nashville portion due to the inconvenience. 

  Customer Answer

  Date: 07/24/2022

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

• Initial Complaint

  Date:06/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 may 7th I went on their website to purchase a shuttle for me and my two kids the reservation timed out and I was charged later that night when I called back they told me I would not be charged and to do the reservation a second time so I did. That one did go thru however I was charged both. I called my bank to file a dispute and to this day I am being told there is nothing that they can do for me I have to wait for the outcome of my claim. However they are acknowledging that I should of been charged only once. I shouldn’t have to wait a month or two months for my money back when there is a know. Issue.

  Business Response

  Date: 06/09/2022

  Hello, 

  We can process a refund for the duplicate reservation, please contact the office at 423-954-1400 and ask to speak to a member of the management team for the refund to be processed 

• Initial Complaint

  Date:05/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 booked a ticket with Groome Transportation Shuttle for my daughter ***** ***** on Friday, May 13 2002 at 6:15 P.m. Her flight from Los Angeles was delayed by about 15 minutes. I called Groome's Transportation office (Ringgold location) and asked them if they can call the driver to wait only 5 minutes, if my daughter didn't make it within 5 minutes, then they can leave. The lady who answered the phone mentioned that the next shuttle after my booked one is at 9:15 P.m and may be full already. My daughter arrived at the location of the shuttle at 6:18 but the shuttle was already gone. I called the office and asked if I can get a voucher to use another time and they denied my request. I even paid the gratuity in advance for a service I never used. I strongly believe that good business ethics should allow for a voucher in such circumstances. I paid $53.00

  Business Response

  Date: 06/03/2022

  Hello, 

  We will look into the situation, as this is the first time that management is hearing about it. Unfortunately we’re not allowed to wait for late passengers due to airport regulations, but we would have honored the seat on next available shuttle. 

  Customer Answer

  Date: 06/06/2022

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