TERRIBLE CUSTOMER SERVICE

On the 25th June, I booked a uber from Mountain View Horse trails, going home. The drivers car broke down a few minutes into the trip. The only way to book another car, I had to cancel the trip. I was still charged. We broke down in the middle of a winlands / farm area. In the middle of nowhere. Myself with my 10 year old niece. I thought my life was in danger. I wasn't not sure if the car really broke down or it was a trap. The driver took a really long time to pick me up as well. I was informed by the horse riding instructor(they came to rescue us from the situation), the uber driver took the wrong route. I attached screen shots of my location, showing where the incident took place. I did a query On the uber app, but nobody got back to me. I sent a email. The response was, I need to query via the app.