Booked a private car from Dulles to DC and followe...

Booked a private car from Dulles to DC and followed all their instruction. We called the day before to confirm our flight number and landing time. They turned up at the airport 10 minutes after the plane landed???? They call us to ask where we were. Now any one that has travelled to the states, be it foreign or American, know that passport control can take hours. Even collecting bags is longer than 10 minutes.
They said they were going to charge us for every 15 minutes we were late. When we got through passport control we called,as it says on THIER, instruction, on to find they had left.
THIER customer service just said tough, they waited 90 minutes for us, we didn t show so the driver left. They even agreed that they know how long it can take to get through customs but they still said too bad and you are on your own. We had to get a bus.
We will be getting a refund through our credit card company.
Please don t use.