Durhams Best Cab Co

Co. charges different amount than advertised, has horrible customer service, and drivers use deceptive payment practices.On 11/04/14, my son called Durham's Best Cab at approximately 3:15P for transportation from our home in Raleigh (on the Durham line) to his doctor appt in Durham. His appt was at 5:00P & requested the cab for 4:20P. Cab arrived a few minutes late and got him to appt a few mins late. However, on their website, there is a flat rate grid that states rates to Durham are metered, not flat rates. It also has a fare estimator, which whe departure/destination rates, computed the fare at approx. $25. Website also states that they accept Cash, **, and [redacted]. When my son got in the cab, the driver informed him it was a flat rate of $50 to get to his appt (10.68 miles)because he was going from Raleigh to Durham. He also stated that it must be cash. (I only gave my son my credit card - luckily he had $40 on him that his father gave him). My son told the driver that we looked it up and it's supposed to be approx. $25. Driver kept insisting that it was a flat rate and it MUST be cash. This was my son's first time taking a taxi as he is [redacted]. He was on his way to his therapist for issues including [redacted]. This only exasperated the situation. Driver finally called office & settled for the $40 cash that he had on hand. By the time he got to his appt, my son was a nervous wreck so I left work early to be there to pick him up. I called the company as soon as I got there to question the rate and the payment method as he was overcharged for his fare and forced to pay cash (normally he doesn't have a penny on him!). The dispatcher who answered the phone argued that Raleigh is a flat rate city (as per their online grid, it is definitively a metered city) and that they prefer cash. He was extremely rude and when pressed for answers hung up. I called back and was able to get the name of the owner out of him before he hung up on me again. The third time I called, he didn't answer. So I drove directly to the office to get a resolution. At this point I was totally exasperated. When I arrived, dispatcher was sweet as pie to me, agreed that it should have been a metered rate and couldn't understand why the driver required him to pay cash. I explained my son's biweekly appts that he needed a ride to and I needed to be able to depend on him. He gave me his name ([redacted]) & pers cell # saying that it would be no prob to do bi-wkly & assured me that if I called him on day of appt, he would pick him up & he would have same driver EVERY time. He agreed they would refund the overcharge on the next ride on 11/18. On 11/18, I called @ lunchtime to remind him to pick up son @ 4:15P. He assured me they would be there. At 4:20P, son called freaking out there weren't there yet. Called again, was assured they were on their way & would be there in 10 mins. Son called me again at 4:45P, increasingly upset, still not there with appt at 5P!! Three more calls and cab finally showed at 5:35P. By the time he got to appt, it was 5:55P and appt. over. Dr. wouldn't see him. Not ONLY did we pay for CAB (and NOT get refund from 1st ride), now we had to pay for MISSED APPT, son was hysterical, and we had to reschedule for 2 days later, requiring me to leave work early again and pay for another appt. Called driver and got no apology or reimbursement. After 3 more calls, I told him I had enough and was going to report him and he said that he didn't care. HORRIBLE company, horrible service, false advertising, deceptive practices by drivers, etc. I have no idea how they stay in business (evidently this kind of thing happens ALL the time, according to comments read on [redacted]. I am angry about money and service and treatment of me, but more importantly, I am FURIOUS about the treatment of my child who is easily stressed to begin with.Desired SettlementDurham's Best Cab should reimburse me the following:1) $15 for the difference between $40 charged and $25 (calculated fare) for the 1st trip on 11/04.2) $34 metered charge which was paid for 2nd trip on 11/18 which arrived 1 hr. 10 mins. late despite call and text to driver several hours before which caused him to miss entire doctor appt3) $40 missed appt fee due to my son missing his entire appt due to cab being late.4) Most importantly, update your website to state that you can't guarantee reservation times. Clarify your credit card and flat rate policy.Business Response Business called and said that they would resolve the complaint directly with the consumerConsumer Response That is exactly what was said to me when I visited the office in person. I was given a personal number to text for pick up information, etc. and yet the texts were unanswered. I sincerely hope that the company is going to try to make good on the money they collected incorrectly both times.