New York City - Groundlink Limousine Service (EWR-Manhattan)

I used Groundlink limousine service yesterday from EWR to Manhattan. Used a coupon I got from Jetsetter that was suppose to cover most of the $75 ride not including tolls.

This was the final bill:
Base Fare: $74.00
Gratuity (NY,CT,NJ – 15%): $19.80
Taxes and Fees:
Processing Fee: $3.00
NY Driver's Fund: $3.75
Tolls: $17.50
Waiting Time: $58.00
Parking: $15.00

Total Charge $116.05+$75 coupon=$191.05

They took additional gratuity although it was specifically included in the rate. They charged 58 minutes waiting time although I was not late for the specified waiting time that I indicated. They took parking fees although I paid already for meet and greet an additional $15, they overcharged tolls to Manhatan.

So the $75 trip from the airport to Manhatan was a whopping ~$100 more than price stated on the website during the reservation process, mostly due to mistakes in billing and overcharging:mad:.

I have now sent them several emails with no results so far. They only acknoleged the double gratuity charges that they will refund.

Has anyone had similar experiences using Groundlink and how was it resolved?

Give them a call and request supervisor. I had problems with them, but it was quickly resolved.

1. Dispute the specific charges which were not rendered on your CC. Youve given them a chance to fix the problem and they haven't. Why waste more time.

2. Even the $75 was a total ripoff. Both Elite and Dial 7 have 24/7 availability from EWR-Manhattan for $70 all in. I know that they will do Meet & Greet for a bit more at EWR, but that's really not worth it given the setup at EWR. Because both maintain fleets at EWR, you don't need to worry about calling until you are close to ready for pickup. Therefore, no wait time.

3. Whatever you do, always ask for the total all in charges at booking. Needless to say, wait time can vary if you really insist on advance booking, but all the other charges are easily calculated and provided.

Meet & Greet nearly always requires paying for parking fees, too. Not much of a surprise there IMO. And tolls are generally charged round-trip so, again, so real surprise there IMO.

The waiting time is the one I'd focus on in the dispute.

Since this is a vendor for NYC airport transportation, we'll shift this over to the NYC forum for further discussion. Thanks! :) /JY1024, TravelBuzz co-moderator

I have never paid roundtrip tolls for car service from EWR into NYC.

Next time, before jumping at a coupon, go to the website of the provider first and then call to find out the details in fares for those things they say are not included in the base fare. The website states a long list of what is not included. If the coupon states that the $75 is an all inclusive fare with the exception of tolls, then you can challenge the charge on your credit card. That they overcharged you on tolls is perhaps something you could also challenge.

I just went to their website and plugged in a NYC address destination with a pickup at EWR. Their base pricing for a non-SUV car service is based on the year of the same model car, the Lincoln Town Car. Did the coupon even specify how new the Town Car would be? Very odd indeed.

Used a coupon I got from Jetsetter that was suppose to cover most of the $75 ride not including tolls.What does "most" mean? Typically a coupon will state the value and list any exclusions and expiration date.

One word: Uber

I have never paid roundtrip tolls for car service from EWR into NYC.
What does "most" mean? Typically a coupon will state the value and list any exclusions and expiration date.

It was an open coupon for a value of $75 for any trip using Groundlink. I used them with the same coupon before from JFK and then there were no issues, just paid about $8 extra in tolls. This time around it was a different story.

I'll give them a call today to speak to a supervisor and see how it goes. But $190 one way for a town car from EWR is a TOTAL ripoff.

Meet & Greet nearly always requires paying for parking fees, too. Not much of a surprise there IMO. And tolls are generally charged round-trip so, again, so real surprise there IMO.

The waiting time is the one I'd focus on in the dispute.

All toll facilities (bridges and tunnels) are one way eastbound (from NJ to NY) [the VZ bridge has the toll reversed--but why would one use the VZ in this case]. So there is NO reason to pay RT tolls.

All toll facilities (bridges and tunnels) are one way eastbound (from NJ to NY) [the VZ bridge has the toll reversed--but why would one use the VZ in this case]. So there is NO reason to pay RT tolls.

What is the one way toll cost at 12pm from EWR to Manhattan? Is it $17.50 like they charged?

But $190 one way for a town car from EWR is a TOTAL ripoff.I agree. So the only exclusion that was specified in writing on that coupon was the toll charges?

All toll facilities (bridges and tunnels) are one way eastbound (from NJ to NY) [the VZ bridge has the toll reversed--but why would one use the VZ in this case]. So there is NO reason to pay RT tolls.

I have never paid roundtrip tolls for car service from EWR into NYC.
Because the tolls are only one-way only half the customers should be paying them, in theory. Car services charge both inbound and outbound customers for the tolls under the premise that the car is positioning just for you so you have to pay for it to get back. Stupid, perhaps, but that's the way it is.

Cash toll is now $12 on the Holland tunnel. the cash toll for the NJ Turnpike via Holland Tunnel is $2.45 each way. It is $2.75 via the Lincoln.

Because the tolls are only one-way only half the customers should be paying them, in theory. Car services charge both inbound and outbound customers for the tolls under the premise that the car is positioning just for you so you have to pay for it to get back. Stupid, perhaps, but that's the way it is.When I've taken car service to EWR, I've only paid a one-way toll on the NJ Turnpike. Obviously no Hudson River tolls since westbound is toll-free. NYC taxis charge roundtrip tolls and are more expensive than car service. So why hail a cab to go to EWR? :D

Car service doesn't charge tolls to go to LGA when they take the 59th Street bridge. So why would anyone pay a toll to cross the Hudson westbound?

Cash toll is now $12 on the Holland tunnel. the cash toll for the NJ Turnpike via Holland Tunnel is $2.45 each way. It is $2.75 via the Lincoln.Car service has EZ Pass and thus the tolls are cheaper than what you've quoted above. Across the Hudson, peak travel is $9.50. Off-peak is $7.50. NJ Turnpike tolls are a little cheaper with EZ Pass during off-peak hours.

OP, you've been overcharged a lot. Watch these toll charges too and when you get the final tally, if you see you're being overcharged by the driver for tolls, tell him. If he doesn't do a thing to adjust the fare, take out the difference on the tip.

I used Groundlink limousine service yesterday from EWR to Manhattan. Used a coupon I got from Jetsetter that was suppose to cover most of the $75 ride not including tolls.

This was the final bill:
Base Fare: $74.00
Gratuity (NY,CT,NJ – 15%): $19.80
Taxes and Fees:
Processing Fee: $3.00
NY Driver's Fund: $3.75
Tolls: $17.50
Waiting Time: $58.00
Parking: $15.00

Total Charge $116.05+$75 coupon=$191.05

They took additional gratuity although it was specifically included in the rate. They charged 58 minutes waiting time although I was not late for the specified waiting time that I indicated. They took parking fees although I paid already for meet and greet an additional $15, they overcharged tolls to Manhatan.

So the $75 trip from the airport to Manhatan was a whopping ~$100 more than price stated on the website during the reservation process, mostly due to mistakes in billing and overcharging:mad:.

I have now sent them several emails with no results so far. They only acknoleged the double gratuity charges that they will refund.

Has anyone had similar experiences using Groundlink and how was it resolved?

Welcome to the NYC Forum, shock78. Sorry to hear about the "shock"ing charges! :( For next time, you might want to check out our main thread on NYC Car / Limousine Services, which is available in our Sticky post:

http://www.flyertalk.com/forum/new-york-city/906901-nyc-limousine-car-services.html

When I've taken car service to EWR, I've only paid a one-way toll on the NJ Turnpike. Which car service? All of the ones I've ever used have charged for the return trip, not just one-way.


Car service has EZ Pass and thus the tolls are cheaper than what you've quoted above. Across the Hudson, peak travel is $9.50. Off-peak is $7.50. NJ Turnpike tolls are a little cheaper with EZ Pass during off-peak hours.
Similarly, all the car service companies I've used have charged the cash rates, not EZPass. They aren't regulated like the taxi companies in this regard so they can generally get away with it.

Which car service? All of the ones I've ever used have charged for the return trip, not just one-way.That has never happened to me. I've used Dial 7, Carmel, and Allstate Limo which do not charge for roundtrip back to NYC.

Similarly, all the car service companies I've used have charged the cash rates, not EZPass. They aren't regulated like the taxi companies in this regard so they can generally get away with it.They get away with it if you choose to accept it. When I see cash rates being charged instead of the cheaper EZ Pass and the driver doesn't adjust the price, I take the difference off the tip. Now that I think about it, I think only once did I have to resort to that as they've always corrected the toll overcharge.

They get away with it if you choose to accept it. When I see cash rates being charged instead of the cheaper EZ Pass and the driver doesn't adjust the price, I take the difference off the tip. Now that I think about it, I think only once did I have to resort to that as they've always corrected the toll overcharge.

All the Dial7 drivers have claimed to me that the Cash Rates are company policy, even when EZ Pass is used, and IIRC, Reservations semi-confirmed that for me once. I've never been able to get them to correct the toll overcharge. :td:

I've downloaded iPhone app for GroundLink and its user friendly and you can see where your driver is on the phone. I used their services last week and it was very easy to make reservations online. I was to go to hotel and back to the airport. The driver reached early and the car was awesome (Mercedes in the city). One thing is its too much expensive and you don't know what you will pay for services until the bill arrives.

I just spoke on the phone with the supervisor (Esse) in NYC, and they refuse to credit back any of the charges. Although I specified a pickup time, their system apparently override that waiting time once you enter your flight number without informing you. Furthermore, as you can see from the print-screen of the app during reservation , it specifically states "you will not be charged any fees for waiting time".

I am at a lost. I guess I will be disputing the charge with my credit card company.
So much hassle for a ride from the airport with so many obscure and dishonest charges!:td::td:

Mods, this should go on Travelbuz forum as they are a national limousine service not just in NY, people should be aware of their conduct.
http://i1066.photobucket.com/albums/u401/shocky1978/Screenshot_2012-05-29-22-54-50.png

Mods, this should go on Travelbuz forum as they are a national limousine service not just in NY, people should be aware of their conduct.

Often, these national services use local contractors, so since the incident happened in NYC, we'll leave it here in this forum for now. Please use the Alert button on the lower left to request such moves in the future, as I cannot necessarily read all posts in the forum.

Thanks! :)

/Moderator

I just spoke on the phone with the supervisor (Esse) in NYC, and they refuse to credit back any of the charges. Although I specified a pickup time, their system apparently override that waiting time once you enter your flight number without informing you. Furthermore, as you can see from the print-screen of the app during reservation , it specifically states "you will not be charged any fees for waiting time".

I am at a lost. I guess I will be disputing the charge with my credit card company.




Does the company have an office within New York City? Do you live in New York City?

Does the company have an office within New York City? Do you live in New York City?

Yes, I talked to the office in NY. I don't live there...

shock78, I'm rereading this thread. You made the reservation online using the coupon about which you spoke?

The base fare agrees with the coupon price you quoted.

Next, the 15% gratuity. Did the small print say that gratuity was not included and that it was a built in price? $19.80 is not 15% of $74. So where did they get $19.80 from as that is a 26.76% tip.

Next you said this:

They charged 58 minutes waiting time although I was not late for the specified waiting time that I indicated. They took parking fees although I paid already for meet and greet an additional $15, they overcharged tolls to Manhatan.Now I am confused. The screen shot you provided says they were to meet you OUTSIDE. You say above that you wanted be to met and greeted inside. Which is it? So this screen shot you have showed us means nothing if you chose to have them meet you inside and thus agreed to the parking fee and wait time charge. You are going to have a hard time proving that there was no wait time even if your flight were on time. It could be a he said/he said about what time you were met for your credit card company.

shock78, I'm rereading this thread. You made the reservation online using the coupon about which you spoke?

The base fare agrees with the coupon price you quoted.

Next, the 15% gratuity. Did the small print say that gratuity was not included and that it was a built in price? $19.80 is not 15% of $74. So where did they get $19.80 from as that is a 26.76% tip.

Next you said this:

Now I am confused. The screen shot you provided says they were to meet you OUTSIDE. You say above that you wanted be to met and greeted inside. Which is it? So this screen shot you have showed us means nothing if you chose to have them meet you inside and thus agreed to the parking fee and wait time charge. You are going to have a hard time proving that there was no wait time even if your flight were on time. It could be a he said/he said about what time you were met for your credit card company.

I made a mock reservation for the screen shot just to show that the wait time will not be charged. Also, in the confirmation email they sent they indicated that the wait time is the same as I placed originally, which I did arrive on time for. They did not write anywhere during the reservation process or confirmation that the driver will wait from the moment the plane lands, which is absurd.

I have no idea where they got the gratuity amount, that was another attempt by them to overcharge. And anyway the rate in NY includes the gratuity and tax according to the terms of the reservation. That was the only thing they were willing to reimburse.

I made a mock reservation for the screen shot just to show that the wait time will not be charged.Of course the screen shot you provided says that wait time won't be charged because the screen says you agreed to have them meet you OUTSIDE.

But you said you made a reservation which called for the driver to meet you INSIDE. The mock reservation says "outside" so why did you even show us this? It doesn't represent the reservation you made.

Also, in the confirmation email they sent they indicated that the wait time is the same as I placed originally, which I did arrive on time for. They did not write anywhere during the reservation process or confirmation that the driver will wait from the moment the plane lands, which is absurd.If he's meeting you inside, of course he is going to wait for you the moment the plane arrives. The reservation you placed has a set 'wait time'? I'm confused. You said the confirmation email states the amount of wait time is the same as the reservation you made. What does that mean? A price schedule for the number of minutes the driver waits for you?

If you want advice, please show us the screen shots of both. Your credit card company will need to see proof of this.

I have no idea where they got the gratuity amount, that was another attempt by them to overcharge. And anyway the rate in NY includes the gratuity and tax according to the terms of the reservation. That was the only thing they were willing to reimburse.Ok, that's a done deal.

Do you have an update on the CC dispute? I think I'm going to have to do one as well.

I just used the Jetsetter Groundlink voucher for an intl pickup from JFK. I knew there was no way I was going to clear immigration in an hour, so I asked for a pickup time of 1.5 hrs after my flight arrival. With their 1 hour grace period, I figured 2.5 hours would be enough.

Well, their driver apparently drove up to JFK right as the flight landed and in the receipt they've sent me, they've started charging waiting time from the time the flight landed. It took me about 1 hr 40 mins to come out, so according to them I'm on the hook for $40 for 40 mins of waiting time since they started counting from the time the flight landed EVEN THOUGH my email receipt clearly states that I requested a pick up time 1.5 hours after when the flight landed, and at the time I got in the car, it was before the waiting time I picked.

I spoke to their "customer service" and the supervisor was a real piece of work. She told me the same thing - that they "automatically revert" the time to the landing time even though the app doesn't say this. When I realized I was getting nowhere, I finally said that either she can do something about it or I can dispute it with the card company. She was unfazed and basically told me to go ahead and dispute it (which is what I'm going to do) and that they deal with this all the time. What did your card company say?

If any of you are sitting on Jetsetter vouchers, I suggest you refund them or even write them off.

With how much I paid for the Jetsetter voucher, I think I only overpaid by about $6 compared to what I would have paid for a NYC yellow cab after tip and tax, but I hate getting screwed like this. Very sleazy company. And to think if he had to wait any longer I would have had to pay god knows how much more...

Do you have an update on the CC dispute? I think I'm going to have to do one as well.

With how much I paid for the Jetsetter voucher, I think I only overpaid by about $6 compared to what I would have paid for a NYC yellow cab after tip and tax, but I hate getting screwed like this. Very sleazy company. And to think if he had to wait any longer I would have had to pay god knows how much more...

I am sure they are making good money out of this fishy setup. And it wouldn't surprise me if you spoke with the same unhelpful "supervisor" (search for "computer says no!" in youtube to get the drift)

To answer your question, I did manage to get a full refund for this + compensation voucher thanks to help from Rebecca from Groundlink. I was contacted by her after writing about this in Yelp!. PM me if you like me to send you her email.

Groundlink's standard waiting time policy only kicks in if (1) it is an airport pickup and (2) you specify the airline and flight number.

If you do this, you get grace period from when your flight lands of 30 minutes (domestic) or 60 minutes (international).


If you specify a flight number, the time you select for pickup time is ignrored. Instead, they monitor your flight. If it is early, the clock starts ticking early. If it is late, the clock starts ticking late.

Note that if you specify a pickup time but not a flight number, there is no grace period.