it's happened to me several times also... i speak to the supervisor but he never seems to care. then when i asked where i can email or post a complaint they refuse to give me details. i was once on the phone with them for 45min complaining to them that the taxi hadn't arrived and they tried to tell me that they tried calling me to let me know the taxi was there. i told them that i was on the phone to them at the time, standing outside my building with no taxi to be seen. i could go on and on....