Following an investigation into a December incident, management with Associated Cabs has apologized to the family of a woman whose cries for helps went unanswered by a taxi driver.

Jane Weis suffered a fall in the front foyer of her northeast home on the afternoon of December 23, 2013, Jane smashed her face against the floor and injured her legs.

Prior to the fall, Weis had ordered a taxi to take her to a hair appointment. When the cab driver arrived at the Weis home, he heard the woman’s cries. Jane Weis asked the driver for assistance.

“I asked him if he could help me, he said he couldn’t,” said Jane. “He said he would phone the police but of course no police came.”

Neither the driver or Associated Cabs dispatcher placed a phone call to 911.

Jane spent nearly six hours alone, bleeding from a wound to her head and shivering as the driver failed to close the door behind him. Ron, Jane’s husband, returned home from work early after calls to Jane went unanswered.

Jeff Garland, manager of Associated Cabs, began an investigation following the airing of a CTV Calgary story on the events of December 23.

Garland admits the driver was following company policy when he chose not to enter a customer’s home, but common sense and decency should have prevailed when answering Weis' request for help.

On Tuesday, Garland contacted Stephen Weis, Jane’s son, by telephone.

“Obviously there was a miscommunication between dispatch and the driver,” said Stephen in the phone call with Garland. “I appreciate you apologizing but I want to make sure this doesn’t happen again!”

Following the phone call, Stephen said he asked for Associated to update their policy. Stephen believes the unfortunate incident involving his mother will be used as an example when drivers are trained.

Associated Cabs has offered Jane Weis a written apology and taxi vouchers to cover the fare of future travel.

The Weis family says Jane remains shaken from the incident and has purchased an Emergency Medical Response system to ensure medical assistance is always available.

With files from CTV's Brad Macleod