in response to our customers complaint we would like to clarify our side of the story so both sides can be heard. First and foremost we sincerely apologize now and did before we even picked up our customer vehicle for the delay that occur with her transport. Due to unforeseen factors that prevented us CCAT to transport her vehicle within the time frame required by our terms. What customer failed to mention was that CCAT was in contact with her and gave her the options to cancel her transport and receive a full refund or she could continue transporting with our company. Customer opted to continue with our service and agreed to wait past our terms . We then scheduled a driver for pick up and our CSR rep explained to our customer due to the increase in price of fuel and due to the back up of the snowbirds it would cost the COD to move the vehicle which customer agreed to. BEFORE our driver went to pick up the vehicle at the pick up location they always confirm the COD with the pick up party and with the delivery party which was done. After the vehicle was release is when the customer contacted our office to find out what the difference was and that she miss understood what was explained to her. Our reps explained what needed to be done as once the vehicle is pick up services are rendered and the terms are agreed upon. We apologized for the confusion but we tried our best to get the vehicle as quickly as possible and in a safely manner. It's unfortunate that this transport went as it did and we will look further into what we can do better to better communicate to our customer out side the terms and conditions she agrees upon.