Ms. Liana Marrujo, we are very sorry to hear you were not satisfied with the services we provided to you. We always do our very best to provide the very best customer service to all our customers. Our carriers do set up the time to pickup and deliver the vehicle. However, the customer does have a responsibility to make themselves available and to be reachable on the phone. The driver must speak to someone prior to picking up the vehicle. Because your friend was very difficult to reach and have a very tight schedule this caused a delay. We are very sorry about that. We know that was frustrating to you but we did the best we could under the circumstance. We wish you the very best in the future!