First things first, we appreciate feedback. However, we want to make sure everyone knows the entire situation. When customers tell other customers to spend more and go with other companies, it usually makes sense because the scenario is typically just that. However, I want future customers to understand TCI quotes are typically not the cheapest customers will find. We aren't the cheapest for a reason: we work with good carriers. This was the case with this customer. We actually paid more than most cars on this route to a great carrier. Damages happen with good and bad carriers, damages just happen. It is open transport, and many things can happen. With this customer, he had a small amount of damage. He started the conversation directly with the carrier (which by the way is helping him all the way since day 1). The customer also copied me in some emails, one of them made little sense, so I reached out to the customer via phone. Not to teach him things, not to show him the way, but to explain how things work in our industry (since I do this everyday, I probably know a little more about this and have important information). The customer refused to talk. Not just refuse to talk, he wouldn't let me talk at all. At one point I asked him "sir, I will let you talk, but then I will talk, ok?" He replied "No." When customers are like this, it makes it impossible to help. If a customer wants help with a claim, I am more than happy to help, like always, I don't hide from the phone. But the customer will need to talk over the phone as well. It's just how claims work. I am more than happy emailing and putting everything in writing. I understand that, but I also have to go over things over the phone! It's how it works. After I tried explaining a few times, the customer was very stubborn, so I told him to continue working with the carrier directly because he refused to talk to me over and over again. If you have damage, don't be like this customer. We are here to help, but when a customer refuses help, and then leaves us a bad review over his choices, it becomes almost impossible to help any further.