I called as I left the baggage area at JFK and the pick-up car was there within about 20-30 minutes. The driver was polite but very anxious that I should know that a tip is not included in the pre-paid price. He drove directly to LaGuardia in good time and received a generous tip accordingly.
After booking on Viator, I was directed to register my details with the driver. Their website wasn't saving my information and therefore I tried calling them. Called them and left voicemail, never replied or returned my call! Emailed Viator and the operator and got no response from both. Following day called the operator and they verified reservation. I was advised once I had collected my luggage, call them and within 7 minutes they will be arrive to us pick up.
Driver arrives and picks us up, takes address and inputs in to his sat nav. After leaving the airport, the driver was driving badly swerving, braking dramatically, racing other drivers, constantly rubbing his eyes to stay awake. We did not feel comfortable with his driving and tried speaking to him, in an attempt to ensure he was awake. Whenever you spoke to him, he would not answer your question and began shouting.
Once we arrived at our hotel. The driver demanded $84.00 (transfer cost) + $30.00 tolls and his tip at 25%. We explained that we had pre-paid showing the driver repeatedly our voucher and he stated that he needed to charge the full amount to my card. We attempted to get out the car and then the situation could be witnessed by hotel staff. He locked all the car doors, preventing us from exiting and continued to demand money stating we would not be allowed out till we paid the amount he wanted.
He called the office and with his shouting at them, they didn't understand him and I spoke with them. They verified I had a voucher and I didn't have to pay anything, except for the tolls. I settled the tolls with the advisor over the phone and the driver demanded my card. He attempted to debit my card, however his tablet wouldn't work and he manually took the details and entered the full amount on the receipt. I was required to sign and entered "I agree to $30 only" and then signed it. He still demanded his tip and I showed I had little cash, which he demanded the amount I had in my wallet!
Was excellent: the car spacious and clean; the driver very helpful and corteous.