Groome TransportationReviews of groometransportation.com

I Had reservations weeks before my trip, I was using this company to drive me from Sky Harbor Airport to Flagstaff. My flight was coming in at midnight and the shuttle was due to pick me up at 12:30 AM. Flagstaff is 2 1/2 hours away from Phoenix. I was arriving in the middle of the night and didn't have a way to get home other than the shuttle. I get a phone call as I'm on my way to the airport to fly home and they told me that they canceled my trip due to the ice on the roads and they said that they could maybe pick me up at 7:30 in the morning, but that wasn't a guaranteed thing either so I was pretty much stranded at the airport with no way home for over 8 hours. I had to Uber my way home which cost over $450 . I reached out to the company and left them a message stating that they canceled my trip and owe me $56 . I have yet to hear from them. I was not requesting credit since they cancelled on me, I want my money back! By the way, on the way home in the Uber the roads were perfectly fine. Once you got into Flagstaff, that's when the roads were a little icy but nothing that the shuttle couldn't handle. My Uber had a Nissan, with no 4 wheel drive and had no difficulty whatsoever getting me from Phoenix to Flagstaff. If you need definite transportation, use this company, but always have a back up plan because you're taking a great big risk of getting stranded like I did! This was a very hard and expensive lesson learned!

I am in the midst of dealing with Groome in St. Cloud, MN. The people who worked there last year and before were terrific. But now the ballgame has been lost. I am posting below what I wrote in their contact section on their website. And, by the way, I found another ride, so bye-bye Groome! "I cannot get ahold of your manager at the St. Cloud, MN office because her voicemail box is full. I cannot call your Virginia headquarters office because you have no customer service and you don't answer the phone. I am from Alexandria, MN and need to book a ride to MSP. I was on the phone with a new employee (Brett) yesterday, January 3rd, at your St. Cloud MN office. I had problems with him beyond the normal level of patience for dealing with a new employee. He kept saying things like, "Well, I should charge you for the extra weight of your wheelchair...but I won't." That, if he had decided to charge me, is legally a disability discrimination! I looked it up if you'd like a copy. He threatened other unesssesary charges also. He had to call me back three times to ask his boss questions, the last of which I understood I was going to be on hold. But he blatantly hung up on me and did not call back. I certainly understand the need to ask questions when you're a new hire, but to put me on hold would have saved HOURS. I was patient, polite and understanding with Brett. Right now I could scream. I don't have any more time! So I called him this morning to ask why he hung up on me and he said, "Oh, I was wrapping up my day. I told the next person to call you." That's a lie because we were in the middle of a question I had. And, no one called me back! I am so disappointed and angry. I only have social security for income and can barely afford your service anymore. Someone else pays my airfare and takes care of me in Florida, where I go for my health in the winter. I sure hope someone gets this message, but I have my doubts after all this.

I booked a shuttle from my hotel in Santa Fe to the airport. I paid $57 (which included a tip I added). It stated that I had to call by midnight the night before to cancel. I was able to secure a ride from a friend and when I went to cancel 48 hours ahead of time, they told me I would not get my money back. When I called to dispute this, I was told to call back and speak to the Manager. When I called back to speak to the Manager, she told me, too bad so sad, we don't ever give money back. I've never heard of such a thing and had never used their company before. So they gave me a credit but they don't have service where I live or travel. Seems like stealing to me. I've disputed this with my credit card.

The first time I used Groome, they were very professional and accommodating as my flight was delayed multiple times. The ride was comfortable; the driver was pleasant and competent; and the price was reasonable (about $50). However, the second time I sought to use Groome, THE SHUTTLE NEVER ARRIVED. Obviously, this is a sort of nightmare scenario. I tried calling multiple times to get an update or to find out if anyone was on the way. I was never given any update or information. I had to make other arrangements, which was obviously expensive. I called to request a refund, which has still not been issued over 3 weeks later. I have called multiple times to have this resolved, but this is still not resolved. I am now disputing the charge with my credit card company since I have exhausted all other options.

I called Groome to book a shuttle to CSU for my daughter from Denver. This is her first year going away to college from Chicago and her first time traveling alone, so she was nervous. I asked Olivia, the person I spoke to on the phone, if she could be dropped at her dorm and she put me on a very long hold while she talked to dispatch and assured me she could be dropped at her dorm for an additional $13. They did charge me the extra fee and dropped her 20 minutes away from her dorm, which she had to walk in the snow and freezing cold, with a terrible stomach ache and lugging 2 suitcases. When I called Groome to ask why she wasn't dropped at her dorm as promised, they were very unapologetic and rude. They had no explanation and didn't care. The money was minimal, that wasn't my concern.

Incompetent clerk taking and loosing reservations. I paid for door to door service , and she did not “see it on her screen” Listed my pickup as 11:20 rather than 1:30 pm for Sedona. AZ. VERY rude and unprofessional The company reached out to me and I provided the details, BUT never heard from them again. Avoid this nightmare if possible.

I used Groome Transportation for shuttle service from Loveland, CO to the Denver airport. (approx 50 miles) The customer service from start to finish was excellent. I received numerous texts and emails with confirmations and also updated pick up times. The shuttle picked me up at my hotel. The shuttle in Loveland brought me to a location in Loveland (I think it was a municipal airport) and loaded passengers onto a larger shuttle which took us from Loveland to the Denver airport. Drivers were helpful and professional. Shuttles were comfortable and clean. I felt very safe the entire time. (traveling solo) I highly recommend.

The price from Sonoma county to SFO airport went up about 20%. At the same time they took away the capability of charging your cell phone in the bus, and they removed the Wi-Fi connection. My battery was very low, and I had to get the previously purchased ticket online. Luckily, there was enough power, so I was able to pay my trip with that prepaid ticket. However, I needed to download a new version of the Uber app. That didn’t work out too well, so I had to figure out another way to get home. In addition, it appeared that the bus driver was inconvenienced by the questions of his customers. It sounded unpolite. One star because I was able to get to my hometown. But in the future, I will be looking for alternative ways.