Complaint Review: Broadway Limo Service - Houston Texas

I would like to file a complaint on the above mentioned company. We used their services May 15, 2016 with an agreement to use them again on May 22, 2016. We decided to take a limo to and from the Port of Galveston for our cruise. I started looking into pricing and availability over a month ago, and had it narrowed down to 2 companies. I went with Broadway Limo because the owner, Robert, was more polite on the phone and quoted me a price that was a little cheaper than the other company. It's been my dream to ride in a stretch limo like a Town Car for a long time. I specifically asked if this would be the car that we would get, and was informed that it was. When the driver showed up at the appointed time, he was in a party bus! I had not only wanted a stretch limo for my reasons, but also because we were traveling with my 87 year old mother in law, and it was difficult at best to get her up into and out of the party bus. A stretch limo would have been much easier for her. Also, the seats in the party bus were very uncomfortable for her as she has a bad back. The whole bus looked like it had been used and abused. I let it go because we didn't have time to make other arrangements to get to our destination. We paid the driver for the agreed upon amount, and paid him the extra money to take us for an extra stopover at a restaurant for lunch. No problems there as he dropped us off, and came back when we sent him the text that we were ready. We needed to be at the Cruise Terminal between 1:00 and 1:30. The driver asked me to give him the address and Terminal number, which I did. Once in the lanes at the terminal, he bypassed everything explaining that he needed to go to the guard shack and pay money to renew his port sticker. It was 1:20. We had to wait for him to make his transaction and then get back in the long line of traffic to drop us at the terminal. I let that go as well, because what else could I do? We couldn't get out and walk with all our luggage, as we were with my 87 year old mother in law and were going to have to secure a wheelchair once we got to the terminal because she couldn't wait in the long line or walk the required distance. We had discussed with the driver that we needed him to pick us up on our return the following Sunday but didn't know exactly what time we would be getting off the ship, and that we would probably need him by 10-10:30am. He said that since he lived up way north of Houston that he would come on down to Galveston early and wait for our text or call saying that we were close to walking out of the terminal. He also said that if we knew anything before Sunday about the timing, to call or text him with that information. We decided not to get a WIFI or cell package on the ship, so couldn't communicate with him til 6:00am Sunday the 22nd when I turned my phone back on. At 6:03 Sunday the 22nd, I sent him a text that we would most likely be called to start the debarkation process around 9:30-10:00 and that we should be ready for pick up around 11:00. No answer back. At 6:56 that same morning, I sent another text asking for him to please acknowledge my previous text. No answer back. At 8:04 that same morning, I called the driver and he didn't answer. I left him a voice mail, no call back. At 9:04 that same morning, I called Robert the owner of the company, who did answer, to tell him that I was not able to reach the driver, and was informed that he wasn't going to be able to make it to get us. I asked who was coming for us, and he told me that he didn't have anyone who could, he just didn't have anyone. He also said that he doesn't usually answer the phone on Sundays. (Even though his website says he's open 24/7.) So, basically, Robert and his company left us stranded. Thankfully, I hadn't paid him for the return trip. Also, thankfully, I was able to get a family member to come and rescue us. At no point has Robert or his driver tried to contact me to apologize for leaving us stranded, or try to make it up to us in any way. I will never use this company again, but want some kind of compensation for our troubles.