I used this service recently when my parents were in town visiting me. I informed the operator that my parents would have specific directions from a hotel in manhattan to my home in brooklyn. When my father offered the directions they were refused by the driver. He took an alternate route that cost significantly more than what I was quoted. He also charged them for a second stop that never happened. When I called the company with my concerns, the operator was rude, raised her voice, and interrupted me frequently. She said that since my father did not insist on his directions that he was at fault. As a tourist, he had no understanding of the significant difference in the route and no reason to expect that this would mean a significant raise in the fee. He also did not realize that he would need to debate with the driver, assuming that, as the customer, his interests would be accomodated easily. She was not remotely receptive to my concern that my parents had been taken advantage of by her company. Additionally, she fought my efforts to speak with her supervisor or file a complaint.
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