We appreciate the customer business and never promised anything that we are not stood behind. We are answering every email as soon we receive it. As is common in the industry and such as ours, we always require 72-hour window to assign a driver. Sometimes we have to call the driver who is far away and ask him to cut the customer address a process that requires arrival. When the driver is long, it sometimes requires extra charge to cover driver’s costs. (We are not making any extra penny from the increase.) The final decision is the customer. I case of rejection the driver offer; we will continue to locate drivers available for the customer. We always providing the customer the driver direct number in order to get easy communicate at any time; we have no control over the condition of the road, traffic and weather. Things that the customer need to consider at the booking time. Customer complaints mainly directed to the driver and with not justified. Our reputation speaks for itself with hundreds of satisfied customers even if just small percentage are bother to post a good review on this site.