This situation specifically was a bit different then the customer has portrayed. Kevin's order# 49399 was setup for him to drop off his car at our terminal in Atco NJ on the 21st of October 2005. He negated to do so and therefore, missed the truck. He did finally drop off the car on the 23rd. Our next truck with an available slot wasn't until the end of the week on the 28th. Once the vehicle was picked up from the terminal it took the full time we quoted the customer of 8 to 13 days. That is why based on his drop off date it was almost 21 days for him to receive his car. We do tell our customers that normal pickup takes an average of 1 to 4 days and then coast to coast transit time is 8 to 14 days. We did not realize that the customer didn't drop off the car until the 23rd -- so we assumed it was in transit, but found out after the fact that the driver had not picked it up because the customer had not dropped it off.