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Groome Transportation, Inc.

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Reviews Groome Transportation, Inc.

Groome Transportation, Inc. Reviews (6)

Dear Dr. [redacted], First and foremost, I apologize for you overall experience with our service. This is not how we want anyone’s  11px;">transportation to go. Looking over the charter you booked, I have several very key points that could make or break your trip. My team dropped the ball. On April 28, 2015, a van was sent to your location because the car scheduled for your run had a maintenance issue and we could not put the vehicle on the road. Safety is our top priority and if we do not feel a vehicle meets our standards of service, we pull that vehicle from service. In situations like this, if we do not have a like vehicle, we upgrade the vehicle. This was our first mistake. The coordinator who booked your reservation had only noted on the return leg of the trip that you required a car and could not utilize a van. No note was on the departing leg, so when the dispatcher that day had to send a vehicle, there was no note to tell her different. We had to wait for a car to return from service so that it could then be dispatched to your location, creating further delay. There was not another available car at the time of your departure. I apologize for the lack of attention to detail and will go over this with the booking coordinator so she realized the importance of completing all customer notes. On your return date of May 12, 2015, the scheduling dispatcher did not allow enough time between your run and a run going to [redacted]. The allowed time was cut short by 30 minutes. This was further compounded by the traffic the driver ran into en route to [redacted] Airport. The driver notes show he arrived for pickup at 5:00PM. Again we dropped the ball, our team should have caught that the driver’s scheduled runs were too close together. We allow 2.5 hours for this trip one way and the driver was only given 2 hours which works when there is no traffic and perfect driving conditions. But it is not our practice to schedule runs this tight. I apologize that we did not convey our sincerity to you. You had been working with our Charter Manager and he expressed that you were waiting to hear from me last week. I was out of town last week and not in the office and unable to respond. It was not our intention to make you feel unheard. Nor was it our intention to not convey our heartfelt concern for the travel ordeal that you went through. We value our customers and know that their loyalty is in part what makes us great! Thank you for bringing this to our attention. It will be addressed with our staff and used as a training tool so that we may better serve our customers in the future. Our charter manager has already credited back 50% of the charter cost on May 21, 2015. Please do not hesitate to give me a call if I may be of further assistance. Best regards, [redacted] General Manager, Richmond Groome Transportation

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
October 13, 2014
Dear [redacted];
Please accept my apology for the difficulties you experienced when using our service between Athens and Atlanta last month. I have spoken...

with [redacted], the manager of our Athens location and he sent me a copy of the communication that he has already had with you regarding this issue. He has offered to refund your ticket for your trip from Atlanta, provided you with a complimentary trip from Athens to Atlanta, had the driver who missed picking you up turn around and get you and take you to Atlanta and offered an additional complimentary trip the next time you visit Athens. In addition, he contacted you himself to apologize as soon as he realized that there was a problem with your morning pickup. 
I can assure you that our company takes customer service seriously and that we have addressed these issues with the people involved and taken the appropriate action according to the guidelines set forth in our handbook. We should have been more consistent in following our policies and will strive to do so in the future.
If there is anything else I can do for you, please let me know. Again, please accept my apology.
Sincerest regards, 
[redacted]
General Manager, Richmond
Groome Transportation, Inc. 
[redacted]

Review: First, I called this company to book a charter bus based on the fact that their website says that they price match. Once, I called and spoke with a representative they put me through the process of getting an invoice for the competitor and sending it back to their company.. I did what was requested and once they received the quote, I called back. The employee answered, let me on hold and than hung up on me. I called back and the employee explains that the regional manager said that they will not honor the rate. I ask the employee again if they were going to disregard what the website says. She hung up again. By this time the store closes at 5pm and its 4:51pm. I called back again and another male employee answered explaining that there was no manager available. Then he proceeded to actually bash the other companies products. Once he started speaking negatively on the other company, I hung up and decided to write this complaint to the Revdex.com. I only wanted the company to honor what their website promoted, but instead they hung up on me. If they were not going to honor the rates of the other company than they should have never made me go through the process they requested. I would understand if they did not honor a cheaper rate in the past, but I have price match quotes from them in the past that they have honored.Desired Settlement: To make the company honor what they promote without the hassles.

Business

Response:

Please see the attached response. Best regards, Kimberly [redacted], RichmondGroome Transportation, Inc. We received the Revdex.com complaint stating that we are false advertising on our website. Nowhere on our website do we state that we will honor pricing from another transportation company. It is the practice of the company to price match a charter on a case by case basis, when we are able to, for the benefit of the customer. If a customer wants a price match, the customer must submit the quote received from the competitor so that we can ensure it is a legitimate quote. We then look at our cost to run the trip and see if the mark down is feasible. Mr. Williams received a quote well below market value. The price he was quoted would not cover the cost of the bus, labor, fuel and insurance. Each request to price match a competitor is treated as an individual case. I have looked at Mr. Williams past bookings and we did price match a trip for him back in 2011. The operations costs in 2011 vary greatly from what they are today due in fact to increased wages and brand new equipment. We understand that Mr. Williams wanted to utilize this new equipment and are grateful to our customers for their continued loyalty and support. Price matching is not something we promote or advertise, but is instead at the manager’s discretion. All dispatchers have been trained to request the pricing information so that the manager can make an informed decision. Mr. Williams request was received but after looking at our operational costs, we recognized that we could not match the competitors quote in this particular case. Our dispatch lines are answered Monday – Friday from 6AM – 11PM, and Saturday – Sunday from 7AM – 11PM. Best regards, Kimberly [redacted], Richmond Groome Transportation

Review: I write in regards to customer service provided by Groome Transportation. I had a reservation, for round trip shuttle service from Atlanta to Athens, GA. At the time my reservation was scheduled I was advised to schedule the 7:40pm shuttle departing the Atlanta airport, in the case my flight was delayed, to ensure I had a space on that shuttle. Otherwise, if I missed my shuttle, due to delays, I would be on standby for remaining shuttles. I arrived with a scheduled reservation to depart Atlanta to Athens on the 7:40pm shuttle. I arrived at the shuttle stop by 7:30pm, and to my disbelief I was told the shuttle is full. I pointed out to the driver that I scheduled a reservation days ago, and looking at his list I was first on the list. I was advised to call Groome office to resolve the problem. It seems that two passengers that missed or didnt get on the 6:40pm shuttle were given my space on the 7:40pm shuttle. However, this contradicts the policy I was told upon scheduling a reservation. According to Groome policy, those 2 people should have been on standby and I should have been guaranteed my scheduled reservation on the 7:40pm shuttle, but that wasnt the case. In addition, I was not guaranteed a space on the following shuttle, because they had to ensure space for reservations, hence I was put on standby. Therefore, Groome Trans. subjectively followed their own policy, as a result not offering equal customer service. Then I spoke with Groome Operations Manager the day before my return shuttle and was guaranteed that my reservation was confirmed for pick up at 7:35am. Next day, 7:40am and there was no shuttle in sight. I called Groome trans. provided them with my reservation information at 7:40am and was told it was on its way. At 7:50am still no shuttle, I called back and was told the shuttle left without me, somehow my reservation had been canceled. This could have been avoided if my reservation was reviewed at 7:40am with proper customer service.

Product_Or_Service: Shuttle ServiceDesired Settlement: DesiredSettlementID: Other (requires explanation)

I would like know that Groome Transportation is being held accountable to equitable customer service to All customers. In my experience this wasnt the case. Groome Transportation didnt follow their policy when they gave my space on the 7:40pm shuttle out of Atlanta to 2 passengers on standby. However, they did decide to follow their policy when they put me on standby for the 8:40 shuttle. Then on September 30, 2014 I provided Groome with my

Business

Response:

[redacted]

October 13, 2014

Dear [redacted];

Please accept my apology for the difficulties you experienced when using our service between Athens and Atlanta last month. I have spoken with [redacted], the manager of our Athens location and he sent me a copy of the communication that he has already had with you regarding this issue. He has offered to refund your ticket for your trip from Atlanta, provided you with a complimentary trip from Athens to Atlanta, had the driver who missed picking you up turn around and get you and take you to Atlanta and offered an additional complimentary trip the next time you visit Athens. In addition, he contacted you himself to apologize as soon as he realized that there was a problem with your morning pickup.

I can assure you that our company takes customer service seriously and that we have addressed these issues with the people involved and taken the appropriate action according to the guidelines set forth in our handbook. We should have been more consistent in following our policies and will strive to do so in the future.

If there is anything else I can do for you, please let me know. Again, please accept my apology.

Sincerest regards,

General Manager, Richmond

Groome Transportation, Inc.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: Service was transportation to and from our home to [redacted] (Charter # [redacted], reserved on 4/28 for trip starting on 5/7). Upon reserving the service I told the woman (Ms. [redacted]) several times, the transportation needed to be in a car, not a van because of a disability that made it impossible to get into a van. When vehicle arrived it was a van, because "no car was available." After some time having to convince the driver, a van was impossible, they called and a car eventually came. This took over an hour and did not leave us with the amount of time I like prior to departure. No explanation was given why a car was not dispatched first, nor was any apology offered.

Upon our return (5/12) when we got to the area to retrieve our luggage, no Groome drive had called so I called them. I was told by a Dispatcher ([redacted]), that our driver was held up in traffic and would be 40 minutes late. When the driver finally arrived (an hour and a half later), he told us that the Groome office had told him to pick up another customer going to [redacted] which made it impossible for him to arrive at the time we requested and the office had even checked this decision with the Office Manager, Ms. Allen, who concurred with the decision. In other words, we were lied to. The delay was not due to traffic, but to a decision by Groome to let us wait over an hour plus so they could save money and not use two cars going to [redacted]. And to ensure that they could make as much money as possible, they provided untrue information to us and the final decision came from the individual in charge.

I called three days in a row to speak with the woman in charge. She did not return my calls. On the 4th day an individual, not the manager ([redacted]), spoke with me and took my story and said he would check things and get back to me. It has been 5 days and he has not called. There has been no effort on Groome's part to apologize for their actions, nor to offer to reimburse us for our unacceptable actionsDesired Settlement: First, I think an apology is required. Then I would expect a refund of the trip's cost for their inability to meet the contractual agreement, but even more so because they lied about the reasons they failed to meet their agreement.

Business

Response:

Dear Dr. [redacted], First and foremost, I apologize for you overall experience with our service. This is not how we want anyone’s transportation to go. Looking over the charter you booked, I have several very key points that could make or break your trip. My team dropped the ball. On April 28, 2015, a van was sent to your location because the car scheduled for your run had a maintenance issue and we could not put the vehicle on the road. Safety is our top priority and if we do not feel a vehicle meets our standards of service, we pull that vehicle from service. In situations like this, if we do not have a like vehicle, we upgrade the vehicle. This was our first mistake. The coordinator who booked your reservation had only noted on the return leg of the trip that you required a car and could not utilize a van. No note was on the departing leg, so when the dispatcher that day had to send a vehicle, there was no note to tell her different. We had to wait for a car to return from service so that it could then be dispatched to your location, creating further delay. There was not another available car at the time of your departure. I apologize for the lack of attention to detail and will go over this with the booking coordinator so she realized the importance of completing all customer notes. On your return date of May 12, 2015, the scheduling dispatcher did not allow enough time between your run and a run going to [redacted]. The allowed time was cut short by 30 minutes. This was further compounded by the traffic the driver ran into en route to [redacted] Airport. The driver notes show he arrived for pickup at 5:00PM. Again we dropped the ball, our team should have caught that the driver’s scheduled runs were too close together. We allow 2.5 hours for this trip one way and the driver was only given 2 hours which works when there is no traffic and perfect driving conditions. But it is not our practice to schedule runs this tight. I apologize that we did not convey our sincerity to you. You had been working with our Charter Manager and he expressed that you were waiting to hear from me last week. I was out of town last week and not in the office and unable to respond. It was not our intention to make you feel unheard. Nor was it our intention to not convey our heartfelt concern for the travel ordeal that you went through. We value our customers and know that their loyalty is in part what makes us great! Thank you for bringing this to our attention. It will be addressed with our staff and used as a training tool so that we may better serve our customers in the future. Our charter manager has already credited back 50% of the charter cost on May 21, 2015. Please do not hesitate to give me a call if I may be of further assistance. Best regards, [redacted] General Manager, Richmond Groome Transportation

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Revdex.com spoke with the customer by phone on June 3, 2015, and he indicated that he was accepting the offer and considered the complaint resolved.

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Description: Bus Lines

Address: 2289 Dabney Rd, Richmond, Virginia, United States, 23230

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