Dear Carrie, We sincerely apologize for the inconvenience and frustration you experienced with the pickup of your vehicle. At our company, we understand the importance of timely and reliable service, and it's regrettable that we were unable to meet your expectations in this instance. It's important to clarify that our provided dates and times for pickup are estimated rather than guaranteed. While we strive to adhere to these estimates as closely as possible, there are occasions where unforeseen circumstances may impact our ability to fulfill them. We apologize if this was not adequately communicated to you. We deeply regret any difficulties you encountered with our communication processes and understand the frustration it caused. We will review our communication protocols to ensure that similar situations are handled more effectively in the future. We appreciate your feedback and regret that we were unable to provide the service you expected on this occasion. If there's anything further we can do to address your concerns or assist you in the future, please don't hesitate to reach out to us directly.