No system is designed perfectly. They go based off customer reviews.
How many stars did you rate the driver mentioned? That would help remove his VIP status for the next customers..
Of course one star + I complained to them.
I've had twice last week with 4.8 rated drivers. I requested a car, the driver accepted it but I was waiting 10 minutes and his car didn't move on the map... I tried to call him but he didn't answer (I HUCAed 3 times
). So I cancelled the trip and had to work out the $10 fee with them.