Phone operators were unskilled at taking calls, and the reservation system was needlessly complicated. Your contractor in New York needs some customer service.
Driver called us 20 minutes prior to our scheduled pickup time and said he was waiting on us. He charged us a $15 dollar toll fee which I believe he may have taken advantage of us as we were only charged a $7.50 on the pickup. Overall driver was extremely rude and did not speak good English.
The driver demanded cash from me in the car, I was travelling alone and found him to be very intimidating. He then threw my suitcase in the road when i explained I had no cash as I was on a business trip and only had my corp card. You need to warn customers if a tip is expected to avoid hostility.