GroundLink

The only reason they get a one is that I was sent an email to apologize.
I was recommended to this site by a friend. It all started when I called to make a reservation at JFK. I was told when I told him I had my golf clubs that they said well take an SUV. I asked what are my other choices. They said a town car. I said what was the price for that. They said $ 61 so I said book me for that. This morning they sent a Toyota Avalon over without notifying me that had no room for golf clubs.
They finally sent a town car however they didn’t tell me that they were sending a 2011 town car which pushed me up to the luxury category. I only found out when again they billed to my credit card.
If you get a 2009 town car, you get charge economy, if you get a 2011, it is billed as a luxury car. That’s when I called to complain they said they were going to discount me an additional 20%.
When I arrived at JFK I saw that my car was charge $ 104. I called to bitterly complain and they told me they’re going to charge me $ 49. I said how can I trust that. I’m not sure I even do. However I did get an email apologizing for the innocent mistake. I sent a note back to customer support and I’m sure I’ll never hear anything but I wrote how is it that mistakes are never made in the customers favor!
Done. I would rather pay and get what I want!
They are lightning fast to bill though. It is a good thing that I have Apple pay so I can see whenever someone charges me, or I would’ve paid much more than was fair!

Disorganized company run by greedy executives with no understanding of customer service; Faulty computer system.

After prior mishap with their ap, I had to work through through the error with customer service but they were able to assist

Great service! Ready and waiting at LGA for me and EWR for my mom. Very nice drivers. Extremely clean cars. Look for coupons to save money…

we used groundlink to transport 3 passengers from a wedding on Long Island to La Guardia. The advance transaction was easy as could be, the driver was punctual and courteous and texted me when he got there. Access to the pickup point was not easy and the staff at the catering hall was sparse and not too communicative, so the driver’s success in getting in and communicating with us is to be saluted. The car was clean and the driver was in uniform. I could not ask for more. The price was not the absolutely lowest available but within the expected range for this type of trip and since time is money, the time saved in using a reliable company like this makes any small premium worth it.

My flight was delayed and i was charged extra which is fine but the driver was irritated with me. Then on the way back to the airport the next driver was irritated about streets beings closed fir the gay pride parade, he was also a Sikh like the initial driver so i think they just hate their jobs, me, and maybe gays. Then a month later the company emailed me and said my credit card was declined. I thought this was strange so i called them directly. The woman said just ignore the emails. I am still not sure what is going on.

I scheduled a 20 person bus for a pick up at my daughters school in lower Manhattan for a 3 PM sharp arrival. It was for her 10^th birthday party outing. When the driver was already 10 minutes late, I got through to him after being put on hold for close to five minutes, through the ground link operator. He clearly had no idea where he was going. I could tell that he was following either MapQuest or Google maps, but couldn’t tell me which direction he ultimately was going to be getting to us through. Nor, could you give me an estimated arrival time. I had 17 schoolchildren sitting on the cement sidewalk waiting for him to arrive, watching the time of my daughter’s birthday party dwindle away. The drivers excuse? I am stuck in traffic. Now 35 minutes late, I had two different agents on the phone with me, one of them continually asking me if he had arrived yet. When I kept telling her no, he hadn’t, she would tell me «I don’t understand why this guy is lying to me». The bus finally arrived 45 minutes late.
I was assured that they would escalate my complaints to senior management. It is now two business days after the event, and I have had to proactively chase down Groundlink to address my serious issues. The company’s «on time every time» logo, is simply a lie. If you need a reliable pick time, I strongly urge you to be advised, and find an alternate company.

I have been a customer for about two years and used GroundLink in Miami, Ft. Lauderdale, D.C., and Vegas. Every experience has been positive. Drivers have all been on time, as well as dressing and acting professionally. Cars have all been top quality.
I have also interacted with a dispatcher, who was professional, making a last minute change when a flight was missed.
With the competition for car service as active as it has ever been, this team is doing a good job of keeping me as a loyal customer.

Had a relatively tight connection to make from Time Square to JFK. Shuttle arrived 20 min late. Driver was unapologetic, said there were no cars available and that his previous drop off was at 3:15 and he got there as quickly as he could. I told him that I had a reservation at 3:15 that I had made weeks ago. He say «Oh really? Must be a dispatch problem then.» Never offered an apology for the inconvenience at all. Did not make it to the airport on time for my flight. Not happy.

Unbelievable!
I just called ror a rate and questioned why the rate was high and asked if I could get a better price if I purchased a round trip to get picked up next week, and in the middle of talking to the person the person who barely spoke English hung up on me! I then called back and it went to voicemail!
Unprofessional company that does not care at all if they lose a sale or a customer!

I recently purchased two Groupons for GroundLink to take us to and from the airport for vacation. Both experiences were absolutely seamless. Both drivers were extremely friendly and helpful with luggage – and were even early for pickup. The cars were comfortable. I love that I could prepay for everything on my credit card – including tolls and tip.
I was surprised to get on Unilocal and see the bad reviews. Maybe management has changed or something, but I had two top notch experiences in the past two weeks and would definitely use them again.

Very smooth set up they’ve got now. I gave them my flight info and cell number. When I turned on my phone after landing at LGA, I immediately had a text letting me know the driver was waiting nearby and to call once at the pickup lane. I called the hotline and it automatically connected me with the driver.
Not having to handle anything like payment or tips was great when arriving home late at night.

In New York City for an emergency family visit,…and suddenly realised I needed to travel between the East Village, Maspeth, Williamsburg, and back to JFK usually while dressed in sky high heels carrying lots of stuff. Uh oh.
Car rental was out, as I don’t have a current driving licence. I searched frantically online for a car service and was really pleased I picked this one.
Firstly, several car services charge $ 40 an hour, with a 2 hour minimum, and all of these trips were under 1 hr. Booked online: able to choose car, time and get quote. Received confirmation email immediately, received text when driver arrived — even to a foreign (UK) mobile number. Used them 3 times and every trip was great (despite the horrific NYC traffic). Cars all were clean inside and out, drivers were pleasant. My only criticism is the discount code on their own website did not work. Annoying but at the time I couldn’t be bothered to mess about. I would use them again.

I have been using groundlink for years and never had a problem until Sunday at the Yankees stadium I had book a round trip and getting there on time and friendly driver as usual BUT we left 40min before end of game as we new the crowds would be terrible we waited with all other limos and ours never showed I called him on my cell international rates as it’s Australian cell and he said he could not find us and police would not let him drive to where we were «no cars aloud there“he said I explained that I was standing next to about 100 limos waiting for clients he told me to walk to find him I advised it’s not a customers job to walk countless blocks in a bad area to find a driver
especially when I’m standing at a taxi/​limo rank.
I then used one of the limos at the rank to get back to Manhattan which was 40 cheaper then groundlink anyway after a few calls to groundlink plus tweets and emails they agreed to refund
I will continue to use groundlink but not for standium or large events as I could be stuck without a driver for the return part

I was a little worried after reading previous reviews, but with 5 people I had few other choices. I filled out the online request form and realized I had requested an SUV but only said one passenger. Made a quick phone call and they changed it to 5, with no issues. I received a text message 20 minutes before the pick up time saying they were on time then received a phone call 15 minutes later saying they were out front. The driver wasn’t there yet but arrived 2 minutes later. He was in a late model Suburban that was clean and in very good shape. The driver was courteous and we made the trip to Laguardia in about half the time it took our cab when we arrived. I will definitely use them again.

I used this several times on my recent trip to NYC. It was so easy and such a refreshing change to dealing with cabs and taxis. Paid on the phone, tip included, driver location, and very convenient.
I’m hooked.

I have been a satisfied customer of the previous iterations of GrounLink since 1998. But now, quite the opposite !! If it’s not one thing, it’s another:
1. Please do not send an SUV — so many times, an SUV would arrive
2. SURGE PRICING — Ok, this BLEW ME AWAY — I was told that «due to a shortage of drivers, at this time, we have instituted ‘surge pricing’. WHAT? (So I commented that if there was a shortage of pilots, would an airline charge me more???)
3. SURGE PRICING — **Again*** This happened once before a few weeks post-​Sandy, and it proved disturbing then too.
4. When I ran into a now former GroundLink driver, who shared that «higher rate jobs» were being given to certain drivers that gave paid money to dispatchers, for preferred trips. That means the fish stinks from the head !
The last ownership change, now with the call center in Belgrade, Yugoslavia, it seems to have added to the issues.
NO LONGER A FAN !

These guys nickel-​and-​dime you, often dishonestly. Ends up being a time suck and a hassle to get it fixed. I’ve had four rides to or from a local airport with them and it’s happened three (3!!!) times.
Avoid Groundlink!

BEWARE– ALWAYS CROSS CHECK YOUR CREDIT CARD STATEMENT WITH THE INVOICE AMOUNT!
I have used this service multiple times for travel to NYC area. Their drivers do arrive on time, but twice I have had drivers falsely report toll fees and waiting time. Their billing department is also incredibly unreliable. Just called to have an issue resolved and was told that their billing department is only staffed until 2PM ET daily.
On our most recent trip to NYC (April 2013), we used the car service 4 times– all reservations made 2 weeks in advance of the trip.
–The first time, our flight was rerouted to Newark from JFK due to fog, and we were changed the full reserved ride cost. The service tracks your inbound flight if you provide them flight details (which we did), so they can adjust your ride if your flight encounters delays/​issues. Charging us the cancellation fee was against their company policy, and I had to call to have the charges reversed. I requested written email confirmation that the charge had been cancelled, which they said they would send, and they never did.
–The next 2 rides went smoothly, except for billing issues. On one the driver falsely reported wait time and an extra stop ($ 56 in extra charges). On both, the amount billed on the credit card did not match the amount on the final invoice that was emailed. Had to call multiple times to reach someone in the billing department. Finally spoke with someone who said they would correct the charges. I was promised written confirmation of the cancellation of charges via email, and was never sent it.
The customer service via phone is extremely poor, and it’s been a frustrating experience to have to call them multiple times to address all of the billing issues. It had made reconciling reported travel expenses against the credit card statement an extra hassle, since the amount on the receipt doesn’t match the amount on the credit card statement. Even after having false charges & fees deleted, they still charged more than the amount invoiced.

Had myself, my boss and a colleague to get to an important meeting. I was in charge of ordering the ride. Boss and colleague are tall. One is pretty wide too. So I ordered an SUV that says it fits 6 people and 6 bags just so everyone would be comfy.
Also needed a clean, recent model car so I looked competent at ordering an appropriate vehicle.
Lo and behold, a 2007 Lincoln Navigator pulls up, with 150,000 miles on it. We’re in 2013. So 6 years old. And banged up. My boss and colleague take the back seat. In reality the car fit 3 passengers, not 6. There was no «row in back» for me to sit. I had to sit in the front passenger seat next to the driver.
Tell me, what would have happened if I did have 5 people? We ain’t fitting in there!
To top it off, the car is filthy. Personal possessions thrown all over the place. Clothes, remnants of fast food past, etc. So the driver tries to clean it up, but there’s some oily stain he cant get off the leather.
Wearing a suit and left with no choice cause we had to get moving, I was forced to sit in that seat. What a disaster this trip was.
Groundlink does very little to enforce standards with its drivers or cars.
Ever heard of adverse selection? Well, that’s what leads to drivers needing more work and coming to Groundlink to fill their schedules. Bad drivers and bad cars.
Caveat emptor. All the 5-​star reviews for Groudlink are likely shills. Go with another service.
(I make no mention of cost as my company paid, but coupled with their apparent high charges and billing practices — why WOULD you choose this company?)