Today I had a very bad experience. I booked my car online and received a confirmation however the car never showed up. It was not until I called and was on hold for several minutes that I was able to resolve the issue as another car needed to be sent which made me late for my concert. I was told "I'm sorry" these things happen sometimes... If customer service is important your phone operators and dispatchers should have a ability to say "we are very sorry for the mix up, you will not be charged for this transport". If I was 15 minutes late, you would charge me a late fee. Please feel free to call me Kris Campbell at 716-864-8639.