Gettransfer review: Disappointing service - keep an eye

After using this application for years, I recently encountered a disappointing situation when I needed to amend a reservation but had not selected the FLEX option.
A few hours after booking an airport transfer in Italy, I noticed the pickup time at the airport was incorrect. I attempted to contact the assigned driver directly, who asked me for an additional amount without any justification of the charge (x amount for more than 60' delay, for example), for a service already paid for! At the same time, customer support was unreachable — no hotline was available, and responses via email were significantly delayed.
This left me questioning the application's/ website's value, as contacting a driver independently was more straightforward. Ultimately, I had to cancel the reservation, received no refund, and felt unsupported.
After reading about similar experiences online, I realize this may be a recurring issue.
I would suggest that others exercise caution when considering this service.