Have used them in multiple countries. Had been on...

Have used them in multiple countries. Had been on time and excellent service/communication every time until recently. Ordered a car in Mexico City, who never showed up despite multiple messages confirming his prior arrival, location and status. After almost 2 hours, we were told to take a taxi or Uber. We were refunded the fee, but I don't consider that making us whole after leaving us stranded to find our own way.