Dear AshleyLang,
We sincerely apologize for the incredibly frustrating and stressful experience you had with our service. I understand how disruptive it must have been for you and your mother, and I'm deeply sorry for the inconvenience caused.
The situation happened is certainly not in line with the level of service we strive to provide. We have investigated the matter thoroughly, and it appears there was a series of unfortunate events that led to this situation.
I want to assure you that we take such incidents very seriously, and we have taken immediate steps to address the driver's conduct and prevent a recurrence of this situation. Additionally, I'm pleased to inform you that a refund for the fare you paid has been processed, and you should expect to see it reflected in your account shortly.
Once again, I apologize for the confusion and stress you experienced. We value your feedback and will use it to improve our service and ensure that such incidents are avoided in the future.
Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.
Sincerely;