I had the misfortune of getting into one of their cabs at the airport by myself (single female, early 30s). I gave the cabby specific directions to my hotel, which was only 5-6 miles from the airport. When he missed the first turn, I asked him what he was doing. He said he was taking a shorter route. He ended up taking me south instead of north and took a totally indirect route to my hotel.
The total drive was almost 50% longer than the route I told him to take. He intentionally missed the exit off the freeway and passed my hotel, only to have to circle back and add more time to the meter. I called the company to complain, but they didn't care at all. I'm sure they do this to passengers all the time, in fact given how rude the dispatch center was, I wouldn't be surprised if they tell their drivers to do this. I gather from their stellar two star review on yelp that the business owners aren't too concerned with customer service or their reputation.
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