David, We are very sorry about what had happened Monday in the morning, (driver reporting a flat tire en route to pick up). We did, however offer you a FREE SUV upgrade ($160 value) from your sedan car choice you had selected which would have arrived only an hour and 15 minutes later. This would have included a 7 passenger leather interior XL vehicle for your small group instead of a 4 seat sedan, as well as more complimentary wine. This offer was immediately rejected, as you had a strict Napa reservation tasting at 10am from a very small winery that has zero flexibility to accommodate schedule changing on a slow day like Monday. Subsequent to the rejection of free upgrade, our office had to call in for a full refund to Viator. We ALWAYS encourage customers who are getting picked up in San Francisco to allow our concierge to help plan the day in tasting scheduling, so that an unforeseeable emergency delays or severe traffic adding up to 45 minute to an hour, will be an easily solvable issue doesn't ruin the whole day. We do a phenomenal job organizing wineries and appointment times into schedule not only by order of geographic convenience but also by the winery's general flexibility in tasting availability and by adequate and professional staffing per winery. We are here to help! Our company takes pride in offering the absolute best service and flexible options through and through to all our customers. We would appreciate your understanding of the rare situation literally never happens and especially acknowledge our accommodations offered to fully remedy the situation. In the last two days you have smeared nearly a half dozen of your poor reviews on our company name and it truly saddens me. Leaving a single poor review is understandable, but this is a bit out of hand!