Hi Paola, Thanks for your review. We welcome all reviews, positive or negative, but if you direct your comments directly towards an employee, that is not acceptable which is why your review was removed. In response to your review: This vehicle was shipped by rail from Toronto to Vancouver. The train arrived when we expected it to but it did not get offloaded right away due to congestion at the offload facility. Before the vehicle arrived we sent the customer this update: "Your truck is on rail and was passing through Kamloops as of yesterday. There has been some congestion at the offload facility so it should be in for offload later this week to the beginning of next week. I will email you when I receive the confirmation of arrival." When the train arrived in Vancouver but had not offloaded we sent the customer this update: "I was just speaking to one of the ladies in Vancouver and she said that the rail car is now in Coquitlam so it should be offloaded in the next 48 hours." The vehicle didn't get offloaded in 48 hours and this customer believes that the previous update we sent to them communicates that it would. We received the previous estimate on arrival from CP Rail and when we updated the customer we used the phrase "should be". There is a distinct difference between "should be" and "will be". We don't know when a vehicle will be offloaded and ready for pick up until it's actually ready but we pass on the information given to us so that our customers have an idea when the vehicle might be ready. This customer didn't wait for our confirmation of arrival and went to try and pick up the vehicle at the terminal. We don't have control on the speed of the offloading process at the rail facility and when compounded with congestion, can result in delays. We had our agents at the rail yard in Vancouver confirm this process with them but the customer still believes that we told them it would be ready when they wanted it, which is reason for this "review".