I haven't had great service with this company recently. However, I've liked using their service in the past because the cars tended to be a little nicer than other taxi companies.
I called for a pickup in the east end (Scarborough) and the car never showed up. In fact, I called twice and the car didn't show up, but the dispatcher said the car was on its way. It's mind boggling to think that, for a taxi service, the dispatcher and driver can't effectively communicate. Perhaps the drivers are responding that their on the way but really aren't? Maybe the dispatcher sends them to the wrong location? Whatever it is, it doesn't really matter because they are losing business from it, and angering customers that try to use their service.
In the past I've had a Royal Taxi driver tell me that the company primarily serves the downtown core and that I should call another company located in the east. Since when is Downsview (their HQ) in the downtown core? I've never had a company tell me not to use their services, but I guess this speaks to the level of customer service they provide. What purpose does it serve to turn away paying customers?