Ohio Connection

I scheduled a ride to and from CLE airport for the holidays, so I would not need to be parked at the airport for the holidays. Additionally, my flight back was late at night, so I would not need to be worried about being too tired on the drive home. However, none of this was to ever be.
My window for the pick-​up was between 6:15 and 6:30 am. I waited until 6:40 am and then called Ohio Connection. The phone rang at least 10 times before someone pickup. Then I was on hold so they could contact the driver to figure out where he was. I was informed that they could not reach the driver, but I should just wait as he tried again. I gave them 5 min to figure out when /​if the driver was coming or I was going to drive to the airport to prevent missing my flight. I never heard back from them.
I had prepaid my reservation and have not received a refund for this. I have called to request the refund but they didn’t answer the phone.
In summary, they will take your money, not inform you that they cannot deliver on their service until after you call and then do nothing for customer service to try to do anything about the hardship that was caused by their incompetience.