Mrs. Suzanne Medeiros of 2421 Cavalier Drive Salt Lake City Utah had 2 vehicles shipped with ASB Transport LLC. When the vehicles were dispatched Mrs. Medeiros was sent via email the carrier information including a certificate of insurance for the assigned carrier. She was also sent instructions to sign a bill of lading at pickup and deliver, as these instructions are reiterated to our client verbally as well are stated on our dispatch notification that every client receives via email when shipping a vehicle. The carrier assigned ASB Transport LLC took videos of the vehicles at pickup and delivery showing no damage to the vehicles. The vehicles were delivered within the contract specified window- as all carriers have a 48-hour window from the estimated deliver date. So, the vehicles did not arrive late. The carrier broke down and hired a local tow company to deliver the vehicles to ensure they would be within our contracts specified time. As a brokerage business we are responsible to hire a licensed insurance carrier which we do with all our clients. When vehicles are dispatched, we send the insurance certificate directly to the client via email. Mrs. Medeiros had 100 percent interaction with our representative as well the owner of All Coast Auto Transport Helen who spoke with her numerous time and assisted Mrs. Medeiros through the entire process. All Coast Auto Transport communicated with the carrier as well the carrier's insurance company regarding the damage Mrs. Medeiros claimed happened when the vehicle was being transported by ASB Transport. When Mrs. Medeiros initial claimed there was damage to her vehicle, we were extremely concerned because Mrs. Medeiros paid the carrier and was in the video when the vehicle was delivered and never made mention the damage until a later date. The carrier did not hire a local auto repair shop they hired a towing company to complete the delivered as per our previous comments- the assigned carrier broke down, and did not want to be out of contract for delivery so they hired the towing company to deliver the vehicles. All Coast Auto Transport educates all clients on how to handle all situation should they suspect damage has been done to their vehicle. They are not to pay the carrier and call our office asap to assist them when the carrier is attempting to deliver the vehicle. Mrs. Medeiros did not call us with notification of said damage until the delivery was complete and carrier was paid. She was also in the video at the delivery which is on file with our company. (We by no means are insinuating that Mrs. Medeiros was not being truthful regarding the damage, however the insurance company viewed both videos and denied the claim.) It I not the responsibility of our company to pay for damage of a vehicle, it is the responsibility for the insured carrier to pay for damage. We have done all that is possible for Mrs. Medeiros and certainly do not deserve this rating.