Today 8/6/2019. I needed a return ride from a medical appointment at UIC- 1801 W. Taylor Ave., Chicago, IL. I was scheduled for a 10:38 a.m. pick-up. I received a telephone message from # 773-967-**** at 10:36 a.m.,which stated that I had 5 Minutes to come out to the pickup which was waiting in front of the building.. When I received the call, I was already sitting at the door (however, the instructions was that the driver was to make contact in the lobby). I immediately got up and went to the street. There was no van. I waited for 15 minutes then called into 800-606-****. After several minutes, I was told that I was a 'no-show' and that the driver had left. Either your driver was at the wrong location or he/she misrepresented their location. I was offered a 12:50 pick-up which I refused and I told your representative that I an alternative rider because I know that PACE often over-books or even leave riders stranded. However, I did ask to speak to a supervisor to complaint on the behalf of other rider who were standing out with me waiting for a pick-up which never came! When people go to a medical appointment, stress from getting to and from is so unnecessary! I made Three (3) more calls to your service at 800-606-**** because your representative booked me for the 12:50 ride anyway! Again, I asked to speak to a supervisor to no avail. I have no doubt that you provide a valuable service but your customer service is lacking!!!!