We completely understand Mr. Hashem would be confused and a little upset that the driver would call his brother in Texas to pickup the vehicle when he was suppose to call him in Massachusettes. There is a perfectly good explanation, which was offered to Mr. Hashem. Mr. Hashem gave us his brothers number as a backup just in case we couldnt reach him. The driver mistakenly called that number; an honest mistake. This was very upsetting to Mr. Hashem and his brother. Then tempers started to fly and all three men became rude and disrespectful. Our customer service representative was put in the middle and did her very best to calm the situation even though she was being treated very disrespectfully. The service is door to door unless the driver is unable to manuver his truck safely at which time he will make arrangements with the customer to meet at a convenient location. The first location wasnt convenient for the customer so the driver met at the location preferred by the customer. We do tell our customers this verbally and in writing. The vehicle was picked up on the day it was scheduled and delivered on the day estimated to deliver. Unfortunately, the drivers do run into mechanical issues and this cannot be avoided. However, the driver was only a couple hours late and did keep the customer informed. We gave very good customer service to this customer. We treated him and his brother with respect and professionalism even in the midst of being completely mistreated and attacked ourselves. We do wish Mr. Hashem and his brother the very best and have no hard feelings at all and would be happy to assist them in the future.