This customer set up the order with our company on 12/26 and we had it confirmed with a driver for pickup on her pick up dates for 1/6 on 12/30. The driver was dispatched ahead of time and confirmed with the customer for pick up. If the customer is familiar with this industry and is knowledgeable about how it works, then they should be aware that dates are ESTIMATED for pick up as well as delivery since anything can happen to these drivers that may cause delays. The contracts and all email confirmations are clear on the Estimated dates since we know sometimes these drivers are delayed for many reasons. These drivers are all Independent drivers and we are a broker, so we go by what the driver tells us and we go by their schedule to advise on all customers. This driver unfortunetly, broke down and had to go to the shop before he was able to pick up our customers car. He was delayed on his pick ups as for was delayed doing any deliveries. We communicated with the driver and customer once we were aware of the situation. The customer was given the drivers information for contact since the driver had been confirmed, since our office is closed on the weekends, like most business' are. This is why all customers are provided all the drivers information so if they need to contact the driver directly, they can, especially after hours when we are closed or on weekends. The customer had contacted us via email and yes we responded to her emails, but we also spoke to her several times over the phone. We understand the inconvenience the customer may had had, but we don't cause delays for the drivers purposely and we cant predict what may happen in the future while these drivers are on the road every day driving and their trucks may break down or other delays may happen, that we wont be able to advise on until they occur. The customer paid the driver his money at delivery and could have asked for a discount or some type of compensation, but instead she posted a negative review on our company, which again, we are only the broker, not the actual transporter or driver who picked up her car and delivered it. We called the customer after her car was delivered and again apologized for the drivers delays and offered to send her a check for $50 from our pockets and she refused. We did all we could to make her happy, but there are just some things that cant be prevented especially when it was not caused by us directly.