Most of the refunds are not for no/shows etc, but for cancelations by the customer. The customer pays when they book and they can cancel up to 24 hours before hand.
The limo industry is large already despite having a terrible reputation. JAY's involvement can only help chase out the bad players. Anyway the growth numbers suggest that the problem can't be too bad or else they would not be growing.
I do agree that they need to watch the negative reviews and do more to improve their service, but I am sure they are aware of this.
Reviews - Nothing Short of Disgraceful, page-14
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