Glad that they made things right from a customer service perspective. However, from a concierge point of view, they failed miserably. I'm assuming they booked your reservation and trusted the car service company to carry out.

Great concierge service would have been them staying on top of the reservation and 3rd party car service to ensure they arrive ontime. You trusted the concierge and they dropped the ball. Sounds like they blamed the car service company but that shouldn't be your problem.