Private Mercedes Sprinter Van DC Tours

Our tour started almost 2 hours late. In my experience drivers generally arrive 15 minutes early. Thus, when the driver wasn't there 10 minutes late, I called. Only then, was I told that our driver was in an accident. They never called me to tell me. They said they would not be able to provide us with the Sprinter as requested. They were sending a stretch limo. What could I say, I had 5 people waiting to go on a tour? It was frustrating, cause I booked the sprinter as I had my 89/90 year old in-laws and my 74/73 year old parents going on the tour, so a limo was going to be difficult to get in and out of. Ends up after a lot of back and forth, me requesting to cancel the tour, them saying, no don't cancel, we will not charge you. They said they were at my location, magically, with the Sprinter, when they were not. Unfortunately, the driver was on the wrong version of V street. Meanwhile, I have my whole group standing outside waiting for almost 20 minutes. Again, they are old, which is why I booked a private tour. However, when our driver Albert finally arrived, he was very apologetic and very kind. The day was askew and a few of our plans were thrown off, but overall we did have a good afternoon. While I would not expect a 100% refund, I do feel that we paid a lot of money for a private tour and we should be compensated for our inconvenience and the fact that it was not a true tour experience. I was expecting the driver to point out more points of interest, talk about DC, etc... By the way, when I called Viator to tell you of my problems, I did not get the kind of assistance that I expected. I got the customer service rep, transferring me to the limo company. I had already done that, so what good did that do me? I am not sure that I would work through ViaTour again, as I do not understand the advantage.