GroundLink Holdings

Dear Susan, After reviewing our records and looking into your complaint, we have decided to refund the entire amount $and our Customer Support team sent you a follow up email (please see the email attached)The refund was processed the same day Can you please confirm if you have received the refund and feel free contact us if you have any additional questions Kind regards, [redacted] *

To whom it may concern:Thank you for bringing this matter to our attention - we are currently reviewing all the details of the complaint and will post our findings here as soon as we finish investigating the issue.Best regards, Jelena

Revdex.com:
I have reviewed the response made...

by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

the business is reviewing the complaint. I will wait for a follow up response from the business before I consider this matter resolved. Sincerely,[redacted]
 
  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted], Thank you for your patience while our Customer Support team processed your complaint. We believe that the root cause of the issue is that the flight tracking option was selected when this booking was made through our website. This means that, although you inputted the pick up time of 3:30 pm, it was automatically adjusted to 1:39 pm, which is the time the flight you provided (Southwest [redacted]) actually landed. The driver was released after 90 minutes of waiting, and was unfortunately not there to meet you when you were ready for your pick up. After reviewing this matter, we came to a decision to refund the cancellation charges in full as a courtesy to our valued customer. The refund should be processed within 3-5 working days. Once again, we thank you for your patience and hope you will continue using GroundLink for your future transportation needs. Best regardsJelena K[redacted]GroundLink

Dear Susan,
After reviewing our records and looking into your complaint, we have decided to refund the entire amount $155.2 and our Customer Support team sent you a follow up email (please see the email attached). The refund was processed the same day.
Can you please confirm if you have received...

the refund and feel free contact us if you have any additional questions.
Kind regards,
[redacted]

To whom it may concern, We reviewed the issue [redacted] reported in detail and concluded there are grounds for a full refund of charges. Please communicate this resolution to the client, and let us know if we can assist with any additional information. Thank you, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Review: On Saturday morning, December [redacted]2013 I was asked by an acquaintance to order a car service as a favor for [redacted]. I called Groundlink & spoke with [redacted] and ordered the car going specifically from [redacted] to Claremont Street, Jersey City, NJ. The price was $83.90 including tip and we were all set. [redacted] called me back shortly after & said they may have had a fraud incident with the passenger in the past & asked me to email him a copy of the debit card I used and my driver’s license. I sent him an email with a .pdf specifically saying in large letters “1 time use ONLY”, “$83.90”, and the exact pickup and drop off locations mentioned above. When I sent the email to [redacted] I asked him to please confirm that he received it which he confirmed. I do not know the passenger [redacted]’s personal business or any issues he may have had in the past. I was extremely clear in what I authorized, and asked for confirmation which [redacted] gave. There were multiple unauthorized stops and multiple trips over the course of 2 days. I do not know the passenger well and only did it as a favor to a mutual friend we have in common. On Monday when I saw all of the unauthorized charges I immediately cancelled my debit card but it was too late and an additional $277.55 was charged to my card above the $83.90 which is all that was authorized to be charged. I spent well over an hour on the phone with both [redacted] & the other supervisor [redacted] ([redacted]) [redacted] and they’re refusing to reimburse me the $277.55 in unauthorized charges. I gave them [redacted]’s cell phone number, email address & home address so they can pursue him however they need to. I’m seeking to get the $277.55 back which they have refused to credit me. To sum up it’s very clear that it was a 1 time only authorization, for specifically $83.90, and any other charges were not allowed. This was received and confirmed by Groundlink. If I take friends out to a nice restaurant and pay the bill with my credit card, can one of my guests go back the next day and just say put it on the same card as the guy used last night and stick me with the bill? No, they can’t – and this is the same thing. Full email chains, confirmations & .pdf's that were used are available upon request.Desired Settlement: I'm asking to be refunded the $277.55

Business

Response:

Dear

Revdex.com,

[redacted] contacted our company to schedule a ride for the passenger, [redacted]

[redacted].

Since

our company only accepts credit card as the form of payment, he provided us

with his Visa card to charge for the ride.

[redacted] filed a complaint to our customer support team regarding additional

charges, stating he never approved them.

The amount in question is $277.55.

He also advised us that he cancelled the credit card he used for this ride, for

safety reasons, and requested from our Customer Support department to

credit back a different card.

As usual, our Customer Support team investigated the matter thoroughly but we

were unfortunately not able to meet this request.

The reason is that the system we are using does not support crediting back a

different card – we are only able to credit the one we actually charged

(Visa).

We as a company understand the problem that [redacted] had, since we were also

victims of fraud on more than one occasion, but unfortunately, we were not able

to help regarding this particular issue.

We advised [redacted] that the best course of action would be to dispute the

charges with his bank, especially if he suspects that he was a victim of

a fraudulent activity.

Please let us know if you require any additional information.

Kind

regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was told by both [redacted] AND [redacted] that their system is only able to credit back the card that was used. I clearly said to both of them multiple times that they can credit back the old card number that was cancelled and my bank would pick it up and automatically send the credit to my new account. Groundlink records all of their phone conversations and it is very clear that this is what I told them. Attached please find the confirmation email and the original document I sent them authorizing "1 time use only" & "$83.90". The only thing that was altered in the document was I removed my personal info from my license / credit card as I do not want that published on the Revdex.com website. Although it was paid by Visa, it was a Visa debit card, not a credit card and my bank will not reimburse me for the fraud Groundlink permitted even though it was clearly stated the maximum amount for the ride was $83.90 only. To sum up, they were clearly told they can credit back the same card that was used so that excuse is not valid and they know it. If they still refuse to refund me the fraudulent amount, my next step is to go to the small claims courthouse in Staten Island where i'm registered and have a house and file a lawsuit. With the proof I have on what was authorized, it's an open and shut case and the judge will easily rule in my favor. I gave them all of the contact info for the passenger & the burden is on them to recover the funds beyond what I clearly authorized, not just charge somebody elses credit card and shrug it off as not their problem.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],

After reviewing your claim we

have credited back your VISA credit card in the amount of $137.56

for the second ride booked by [redacted] Res# [redacted].

You have received a call from our supervisor where you were warned about the potential fraudulent activity for [redacted] and we will not be crediting

back your card for the reservation which you had placed for [redacted]. The prices that we quote during booking are your estimated total upfront costs

which includes all charges with the exception of wait time, stops, parking or

tolls, which can't be calculated until the ride is complete. By putting

down your card for [redacted]'s ride, you accepted responsibility to cover the

total cost of his ride.

Regards,,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On 6/**/2013, I was traveling to Orlando Florida with my family (2 children included) and contacted Groundlink via telephone (###-###-####) to make reservation for car service once I arrived to Orlando Amtrak. Upon completion of the reservation, the agent stated, that the reservation information was being forward to my email. The Amtrak train took off NYC at 11:30AM on 6/**/13 with an arrival time of 6/**/13 @ 10:00AM. Because of severe weather condition, AMTRAK was delayed for 5 hours arriving in Orlando at 2:30PM on 6/**. I contacted Ground Link LLC on 6/** after learning of a 2 hours delay and moved the reservation to 1:30PM. Upon learning that the train was going to be delayed for an extra 3 hours, I contacted ground link again about 11:00 AM and stated of the delay and requested for my reservation to be moved to 3:00PM. At that point the representative ([redacted]) proceeded to inform me that I could not move the reservation. Her suggestion was that the car service will be there waiting for me and that I will have to pay an additional 1 1/2 rate for the driver waiting for me. I told them that that was not acceptable or convenient to pay for a car service to sit there waiting for 1 1/2 when I explained the situation. and that is was beyond my control that weather conditions delayed the train. I requested to speak to a manager ([redacted]) who refused to speak me. I proceeded to cancel both reservations at which point, [redacted] stated of a 3 hour windows to cancel. I stated to her that when I spoke to the representative on the phone this policy was not told to me. She proceeded to tell me that the charges will be imposed on my credit card even though the service was not provided and that I have no other options. As of today, a charge for $84 for services not rendered was charge and I am requesting full reimbursement.Desired Settlement: refund of my $84 for charges not received from this company.

Business

Response:

Review: I booked a car at Midway Airport through Groundlink to pick up my elderly parents for their last trip. I asked for a quote for a sedan. I received a quote for a luxury sedan and booked accordingly. I advised booking agent that my parents were elderly and would need help. I paid extra for a driver to be inside and help them. Upon arrival, the company decided to "upgrade" us (as they put it) and sent an SUV. My mother is in a wheelchair. My father is 81. Do you know how hard it is for two old people that can barely walk to get into an SUV. I booked a car. I was under the impression I was getting a car when I received the quote. My father struggled and struggled to get my mother up into the car. The driver never helped. My father complained to the driver. We were charged anyways. The driver did not call for a back up car. It was a horrbile experience and my father hurt his back getting my mother into the car and he had just had a back procedure. Groundlink did not deliver what I ordered and then have responded obstinately to my request for refund.

We paid 152.00 for the one way trip to hotel. We request a refund to the credit card used as a good faith offer. We could ask for more but we would like the credit on card and be done.Desired Settlement: We request 152.00 credit to card number on reservation#[redacted].

Business

Response:

Dear Susan,

After reviewing our records and looking into your complaint, we have decided to refund the entire amount $155.2 and our Customer Support team sent you a follow up email (please see the email attached). The refund was processed the same day.

Can you please confirm if you have received the refund and feel free contact us if you have any additional questions.

Kind regards,

Review: On Friday, April **, 2014, I awoke to text alerts from 5/* Bank stating my debit card had been used by Groundlink Holdings, LLC (in New York) on three (3) separate transactions. Due to it being 5 am the call center was closed. I did not reach the call center until they opened at 7 a.m. I told the customer service rep these were fraudulent charges and I wanted my debit card immediately canceled and closed out. I was assured this would be done and take effect immediately and no more transactions would take place. When I was checking my online bank statement on Wednesday, April **, 2014 I noticed there were two (2) more transactions that took place on April[redacted] 2014. I again called customer service to dispute these charges and to file a complaint. I was told the two subsequent transactions were done before the card was closed on 4/**/14. 5/* assured me they would be sending me dispute paperwork in the mail, along with a new debit card. They informed me it would take 90 days to do an investigation and put the money back in my account. A total of 5 transactions occurred totaling around $700.00. I was again informed the card was closed and the card would be declined if used again. I have not traveled outside of the state of Ohio in years. This is fraud and interstate charges need to be filed against GroundLink Holdings, LLC.Desired Settlement: I want my $635.58 back!

Business

Response:

Dear [redacted],

Thank you for your feedback. In order to locate transactions in our system we would need following info:

- Credit Card Type

- Last 4 digits of the credit card

- Expiration Date

The breakdown of charges on your credit card that resulted in total charge of $635.58

Kind regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

[redacted],

The information you requested is as follows:

MasterCard

Thanks, [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],

We don’t trust any info this person gave us and unfortunately cannot disclose it.

This issue was reported to appropriate institution and we are working very closely with credit card companies to improve our security and decrease the amount of such issues.

One more time I truly apologize for the inconvenience and I can assure you that we have taken necessary actions to prevent this from happening again.

Kind regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

How can you not disclose this information to me? I am the fraud victim here. Totally unsatisfactory.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I had contracted with Groundlink LLC to pick me up at the pier in New York City, NY and transport me to Newark Airport, Newark, NJ on May [redacted] 2014. I was in a wheelchair and transported from the Norwegian Gem to the area where vans, buses and private cars picked up passengers disembarking from their cruise ships. The porter from Norwegian Cruise Lines accompanied me and inquired where Groundlink passengers were picked up. He was directed to the area and left me there to wait for my transportation. That was 9:40 a.m. I waited patiently since the confirmation indicated that I would be picked up at 10:30 a.m. By 11:15 a.m. I became quite concerned that I would miss my flight since Groundlink never appeared. I asked two other people, one a van driver from another company and the other a porter if I was in the correct place to wait for Groundlink. Both verified that I was in the place where Groundlink was supposed to pick up passengers. Although I had a hard copy confirmation from Groundlink, no phone number was listed on the confirmation so I could not call them.

The lady I was travelling with had made the reservation for me but she was travelling on to Massachusetts and I was alone with my luggage. Finally, in desperation, I requested another van driver to transport me to the airport, which he did.

Groundlink did not fulfill their part of our contract and left me stranded on the pier in New York City. Now they refuse to refund the money I had them put on my charge card to cover transportation.

I have been in contact with both a woman named [redacted] and one named [redacted] in Groundlink Customer Service and although they have offered to reduce the full amount, they still have charged $54.20 to my credit card. They say this is their cancellation policy. I NEVER cancelled anything. They did not pick me up as they were supposed to do and forced me to pay an additional sum for transport to the Newark Airport.

I do not feel that I owe them anything and they certainly should not be charging me for a service they never provided.Desired Settlement: I want a full refund.

Business

Response:

Dear [redacted],

We are truly sorry for the inconvenience you have experienced. Groundlink always aim to provide the best possible service to all our clients and this time the service was not completed successfully.

Your reservation was booked on our website for the pickup at [redacted] and no instructions were placed about the cruise line or the name of the ship. Driver needs to know where exactly he should be waiting for the passengers and that is why we need this info. Driver waited at pier 92 while you were waiting at pier 88 and we did not have your phone number so we have tried calling the reserved by several times but could not reach her. The reserved by called us to point where you were waiting at 11:34am which is 60 minutes after the pickup time – but you already left the location.

We did everything we could to determine your location but without having the necessary info – pier number or your phone number to call we did not know where to send the driver.

As a courtesy we will reimburse you for the charges ($54.20) and we are hoping you will continue using our service.

Kind regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,