Samantha, we are sorry you feel you were treated poorly. Here are the facts we have in the order. Samantha was a return customer with our office. She contacted our office at the beginning of November for a car shipment the week of Christmas, making her first day of pickup on December 27th. At the time she placed the order we made it very clear that we could not guarantee any kind of a pick up window during the holidays. We also state in our terms and conditions agreement that we can only guarantee pricing for a 10 day window. There were three factors that made this shipment very difficult, the timing, during the holidays, the fact that diesel gas jumped by .60 cents a gallon in 6 weeks and most of all the horrible storms back east. With all that in mind, we communicated clearly and effectively with Samantha regarding all these matters. Samantha had not been charged any fee by our office at this time. We do not charge our fee until a carrier has been assigned. We did not charge the fee until after we informed her that the only carrier we could contract was charging more due to the increased fuel costs and weather conditions. At no time did she refuse to pay it, and did not let us know she was not ok with the price increase. There was no phone call what so ever to Samantha using any profanities. We did have a voicemail on Monday morning when we came in that was left on Sunday from her husband who was very upset about the car not being delivered on Sunday. We returned his call first thing Monday morning and WE were yelled at by the customer regarding the car not be delivered over the weekend and all the other things they were upset about. I had to raise my voice to stop the customer and ask him to hold while I placed a 3 way call to the driver so I could hear all parties explain what had happened on Sunday. He was upset with me for not listening to him without getting the driver on the phone. Yes, I was extremely rude....after 22 minutes of ranting and raving from this man. I did lose my patience, but did not use profanity, unless "tired of listening to your crap" is now considered profanity in our country. We are so sorry Samantha that you were so unhappy, WE TOO are dissatisfied with fuel costs and the crazy weather conditions. We wish you the best.