I work at a Dr.s office and a patient of ours uses...

I work at a Dr.s office and a patient of ours uses this company. They have had her in our office waiting for a Lyft ride for about 2 hours. About an hour ago they told her that her lyft was 2 minutes away. I am currently on the phone with the company and was told her driver "canceled'. This poor lady has been waiting for a ride that hasnt even been on the way. If a driver cancels the least someone could do is inform the rider. I had to ask them to order her another Lyft. RIDICULOUS! and there is no telling how long that driver will take. - The rep Deborah that i spoke to was very helpful and apologetic, its not her fault that the driver canceled however the company couldve advised the rider