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 meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

To whom it may concern, On May 1, Groome Transportation of AL, Incupdated its schedule Prior to this change Groome Transportation actively called customers to inform them of this change and updated reservations accordingly Unfortunately, there was a glitch in the system that caused incorrect times to show on the emails that were sent out We were unaware of this glitch for several days until passengers started calling to inform us that their time stated differently than the time they were supposed to be picked up So again we went through calling passengers to inform them of the issue and resent confirmations with the correct time on them.With regards to this complaint we refunded the card that was charged on May 6, and spoke to the customer and explained the issue with email confirmation times This customer has been contacted and the issue was resolved Thanks, [redacted]

[redacted] October 13, Dear [redacted] ; Please accept my apology for the difficulties you experienced when using our service between Athens and Atlanta last monthI 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 issueHe 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 AthensIn 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 handbookWe 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 knowAgain, please accept my apology Sincerest regards, [redacted] General Manager, Richmond Groome Transportation, Inc [redacted]

Dear Dr [redacted] , First and foremost, I apologize for you overall experience with our serviceThis is not how we want anyone’s 11px;">transportation to goLooking over the charter you booked, I have several very key points that could make or break your tripMy team dropped the ballOn 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 roadSafety is our top priority and if we do not feel a vehicle meets our standards of service, we pull that vehicle from serviceIn situations like this, if we do not have a like vehicle, we upgrade the vehicleThis was our first mistakeThe 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 vanNo note was on the departing leg, so when the dispatcher that day had to send a vehicle, there was no note to tell her differentWe had to wait for a car to return from service so that it could then be dispatched to your location, creating further delayThere was not another available car at the time of your departureI 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 notesOn 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 minutesThis was further compounded by the traffic the driver ran into en route to [redacted] AirportThe driver notes show he arrived for pickup at 5:00PMAgain we dropped the ball, our team should have caught that the driver’s scheduled runs were too close togetherWe allow hours for this trip one way and the driver was only given hours which works when there is no traffic and perfect driving conditionsBut it is not our practice to schedule runs this tightI apologize that we did not convey our sincerity to youYou had been working with our Charter Manager and he expressed that you were waiting to hear from me last weekI was out of town last week and not in the office and unable to respondIt was not our intention to make you feel unheardNor was it our intention to not convey our heartfelt concern for the travel ordeal that you went throughWe value our customers and know that their loyalty is in part what makes us great! Thank you for bringing this to our attentionIt will be addressed with our staff and used as a training tool so that we may better serve our customers in the futureOur charter manager has already credited back 50% of the charter cost on May 21, Please do not hesitate to give me a call if I may be of further assistanceBest regards, [redacted] General Manager, Richmond Groome Transportation

I wanted to give a zero rate! We had a horrible experience with the groome transportation driver on june 14, 2019 at 10:40 am at salem airport in salem, oregon. The driver screamed at us for taking my service dog which weighs 5 lbs and all of the seats were full and at the very back seat were full of suitcases. My husband moved few suitcases to the top of other suitcases so we could sit down. The driver screamed at us and said we cannot sit there! We asked the driver where can we sit because there's no opening seat at all! It was a horrible experience. We will never make a reservation through groome transportation again. Groome transportation will not receive a good rate from us! This horrible driver had a horrible attitude and very disrespectful!

I am sincerely sorry to hear that your experience with our company was not 100% satisfactoryHowever it is our policy and is stated to each customer same day reservations are non-refundableIn order to receive a refund you must cancel hours prior to travelWe believe this is a fair method for
both the customer and Groome, as to the fact you can cancel your trip up until the day ofThis is in place because once we have planned for a customer to be on a certain shuttle we lose all ability to place someone else on that shuttle at that particular time because you have a reservation, meaning we really have no way of rebooking that seat on such short notice and in turn we are unable to refund a cancelation on such short notice

To whom it may concern,
On May 1, 2015 Groome Transportation of AL, Inc. updated its schedule.  Prior to this change Groome Transportation actively called customers to inform them of this change and updated reservations accordingly.  Unfortunately, there was a glitch in the system...

that caused incorrect times to show on the emails that were sent out.  We were unaware of this glitch for several days until passengers started calling to inform us that their time stated differently than the time they were supposed to be picked up.  So again we went through calling passengers to inform them of the issue and resent confirmations with the correct time on them.With regards to this complaint we refunded the card that was charged on May 6, 2015 and spoke to the customer and explained the issue with email confirmation times.  This customer has been contacted and the issue was resolved.
 
Thanks,
[redacted]