You are assuming the reviews are accurate. I know from personal experience that few online reviews are accurate or even resemble reality in anyway. From the data I know well you get around a 0.1% review rate 90% biased towards the negative.
What Jay provides is a service that lets you book a limo service to and from an airport. They have no more control over the drivers than Uber or Lyft have over their drivers. All they can do is ban bad companies and refund the customer their money which they do.
What is more of an issue is the charging of the credit cards before telling the customer they don't service an airport. If true, this is not good way to handle the situation and points towards improvements in their system. They have just had a major upgrade so hopefully this problem has been fixed.
I do think they should spend more effort on addressing the negative reviews although it can be disheartening having to respond to reviews that are total works of fiction or posted by competitors.
You are assuming the reviews are accurate. I know from personal...
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