Yellow Checker Cab

One star, only because Unilocal won’t let me give them a zero. For those who are interested in the short story only, you can stop at the first paragraph. Those who have time to spare can keep reading, I am sorry it’s so long but these guys are just ridiculous
Short version: asked at 11pm a ride from Urbana to Orchards Down. We were told 20 minutes. More than one hour later we called again, they were incredibly rude, when we became a bit assertive they hung up on us. We called another company (orange cab) which told us they would be there in 10 minutes and were actually there in 9. To this moment (3 hours later) still no news from Yellow Cab.
Long Version: tonight after dinner my friend who’s new in town called yellowcab for a ride home. She is very kind and polite, she asked for a ride and the guy who answered told her 20 minutes. So after 20 minutes we walked with her outside to wait for the cab. We stayed there for 20 minutes (so 40 minutes in total after our call) after which we called to see how long more we had to wait. The same guy answered and he must have recognized the caller id because he immediately said «yes yes I know, so and so address, we will be there soon» my friend again just answered in a very sweet voice «thanks». So we waited 20 more minutes, after which I asked my friend to let me call, and I did it from her phone. Once again the same guy answered and said the same thing, to which I answered (exact words) «you told me 20 minutes already twice, so it’s now an hour and we have been waiting outside, I want to know how much we have to wait», to which he answered (once again, exact words) «I’m working on it, I have three drivers, if none WANTS to work at this time, what do you expect me to do?».
I honestly could not believe he was being serious, but I answered anyway «I expect you to tell me how much I have to wait, and if your employees do not want to work it is not my problem, don’t you think?». His answer was «what do you want me to tell you? wait an hour? well then wait an hour». At this point I became more assertive, and of course raised my voice, but was absolutely not insulting or disrespectful, and I told him «I just want you to tell me exactly how much I should wait, what if I had plans for being to my destination 40 minutes ago, as you told me before?». But when I ended the sentence I could hear he had hung up on me already.
So I called another company, Orange cab, which told me they would be there in 10 minutes and were actually there in 9. We did not have to wait outside because they said they would have called when the cab was there. I haven’t talked to my friend yet but I hope she gave them a good tip. At this point I called again yellow cab from my phone (different caller ID) and told the guy, again with a loud voice but never being disrespectful, that I was the person he hung up to earlier. He said (this time I don’t remember the right words, but the sense is this, which I hardly could believe) that he «hung up on me because he does not like when people want to tell him how to do his job». I told him I was a customer and all I wanted was to have their service, for which I would have paid, and that tomorrow I would walk in their office to talk to a manager about this. Which I will.
This was not the only bad experience I had with them, I knew already that they have a very poor service, but my friend did not. In any case, it is by far the most incredible show of rudeness I’ve experienced in champaign from a service company towards their customers.

Very old and dirty vans.