I called at 4:30 PM to reserve a cab for 8:00 PM, from my home to the strip, and was assured that the cab would be outside my door at that time.
Fast forward to 8:10 PM, which was when I called to find out where my cab was. I was told that they were still trying to find someone to come to my house... wait, didn't they have over three hours to do that? Still, I needed the ride, so I sighed and agreed to wait another ten minutes. After that ten minutes, I got a call from the dispatcher saying that they'd found someone to take the call and he'd be there in ten minutes. So now my ETA was 8:30, and I needed to meet a friend at 8:40. For the biggest concert of the year. I was not happy, but what could I do? So I waited. At 8:40, my driver called. He couldn't find my address in his GPS (later, we came to discover that was because dispatch had given him an incorrect spelling). I gave him verbal directions, then called dispatch again.
I voiced that I felt this was unacceptable. I had called ahead so that I could avoid a long wait and being late to meet my friend. The dispatcher seemed pretty unconcerned that customer that would be paying approximately $40 for their service was, at this point, irate. The man I spoke with said, "Well, everyone is trying to get to the same concert you are going to." I replied, yes, that was why I'd called well in advance. He remained blase and largely unapologetic. At that point, my driver finally arrived, so I hung up.
At nearly 8:50, my driver arrived. I have no complaints about him- he was courteous, drove like a bat out of hell to get me to the strip in a timely fashion, and he had the decency to do what his employers wouldn't, and apologized. Unfortunately, I remain completely unimpressed with the company as a whole.
I would not recommend Ace Cabs, at all. They were unreliable and unapologetic. And worst of all, they were nearly an hour late, and I missed the first three artists at my concert as result. Major fail.