The business seems to be experiencing some difficulties in maintaining a reliable service, with numerous complaints about late pickups and inconsistent drivers. However, there are some positive reviews highlighting the friendliness and professionalism of certain drivers, such as Nilson, Nelson, and Jose. Despite the efforts of some staff, the company's overall quality seems to be lacking, and the innovativeness score is not available. The pricing, while not perfect, seems to be a selling point for some customers. Overall, the experience for many customers is marred by frustrating delays and lack of communication, but some have had pleasant experiences with certain drivers. It's worth noting that the company seems to be trying to make things right by offering private transportation in some cases, but it's unclear how effective this solution is in the long run.