I was once a loyal customer of Carmel until a rece...

I was once a loyal customer of Carmel until a recent airport pickup at JFK. I never had an issue going TO the airport with Carmel but my experience coming home was truly horrendous. There's a reason I wanted to BOOK a car and have it waiting for me at the airport - instead of waiting for an Uber or Lyft. One would think if you BOOK a car for a specific time at the airport it would be there. However, I waited TWO hours for a car, received countless texts of car changes and car declines. Why would Carmel give drivers the option to DECLINE ME when I prepaid this car and booked it TWO WEEKS PRIOR? They already had my money for the trip! The car should have been there!!! What's the point of booking a car if it is not going to be there?! This makes Carmel no different from Uber or Lyft - Lyft by the way picked me up in less than ONE minute. While on the phone with Customer Service I expressed my frustration about booking a car for 5PM - it was now 7PM. They shouldn't give loyal customers the ability to book a car if you're just going to be declined. The dispatcher on the phone did not seem to care - responding "yeah sorry about that. I know it stinks." I found it unfathomable that he certainly didn't care if I got a car home or not. I asked for a car to get me home and that they issue a full refund. The dispatcher said he couldn't issue a refund unless I canceled my trip. Now to my wit's end, I canceled the trip for the refund (which was credited promptly)...and chose to get a Lyft which came right away. Never have I EVER experienced this. Might as well just use Uber or Lyft!