Business ProfileforRoyal Wagon Accessible Inc

If I could rate the service zero, I would. I booked a ride 6 weeks prior to Christmas for my 93 year old dad, who lives in an assisted living home, to come to my place for Christmas dinner. He is wheelchair bound. I booked the return trip for 7 pm. His facility locks the front door at 8 and thought that even if they were running a little late, this would give him enough time to get home and settled. I had not heard from the driver at 7:30 so gave him a call. The driver called me 15 minutes later and said he would be here in 30 minutes. I phoned my dads residence to ensure they would let him in. The ride did not come until 8:30. It was not a Royal Wagon van but a coop taxi. I was charged a a surcharge of ***** each way. This was not mentioned at the time of booking. The ride was less than 15 minutes each way. When I contacted the supervisor today, he did not apologize nor did he offer the removal of the surcharge. We were charged ***** extra for a service that was not delivered. The supervisor made excuses and wanted me to understand the problems he had finding drivers. I told him that they should stop taking reservations if they didnt have enough drivers. This was very upsetting for my dad who is usually in bed before 8. For a company whose business is providing service for mobility challenged people, there was a total lack of empathy and understanding.