This customer must not understand how scheduling works. Here's the same reply I made to her negative Google review: Edit 6/6/2022: Due to the customer updating her review, I'll update my reply again. Brianna signed a contract on 4/21/2022 to pay me to book a carrier for an estimated pickup on 4/21/2022 (same day) with a delivery by the following Wed/Thur (4/27 or 4/28). She called me on 4/28 to update her newly requested delivery schedule to the weekend, 3 days later. I cannot tell a carrier to wait for days to accommodate one order (out of 9). There are provisions in my contract to make sure the customer doesn't change the schedule, or they are subject to possible fees (such as storage, which is not determined at that time). We (the broker and the carrier) adjusted to the customer's new schedule by providing the options to store. Summary: Brianna changed her delivery date on the day of delivery, and then had to pay storage due to her not being available to receive the vehicle, and the carrier unable to wait for her to arrive at a later date to receive the vehicle. This is noted in my contract: 2.5 Unless the order has been pre-paid, or other arrangements have been made, Shipper shall pay all COD/COP amounts, including any additional charges, in cash or certified funds. In the event that said forms of payments are not available at delivery, Shipper shall be responsible for any and all storage fees assessed. In order to effect pick-up/delivery, Shipper agrees to meet Carrier at a specified time and place, if necessary. 2.6 Shipper shall pay any and all costs, including without limitation, storage, towing and additional delivery costs, incurred as a result of Shipper's breach of any warranty or obligation under this Agreement. Please read on for more detail: My experience with Brianna was also subpar. She explained to me exactly what she needed regarding her schedule, and I found a carrier to meet those needs. She signed my contract, and I gave her the carrier info just like I do for all of my customers. Then on the second day (Thursday) of a two-day delivery window (Wed/Thur) she called me directly and explained she was not in Seattle yet. Which is weird since usually customers notify us if they are unable to receive the vehicle like they contractually agreed to do. Her flight was "delayed until the weekend". And I found this odd, as most flights are delayed the day of, or into the next day. I assume she didn't want to work with the new flights and have to wait accordingly, and chose a weekend flight to better accommodate her schedule. So then I had to call the carrier and explain that, to which he told me he needs to deliver the car that day on the scheduled date he and the customer agreed to. The driver cannot simply change the delivery date and waste several days of their own time for one customer's vehicle, especially one that is not based in the area. This carrier is Chicago-based, and does not have a yard or terminal in Seattle for free that he can use. Brianna didn't even have the courtesy to find a place to accept her car, such as a local tow yard. Then I went out of my way - for over an hour for which I did not get paid for, and also took time away from my other orders - and called several carriers and tow yards. I then offered her two different options - out of the six I had spoken - that offered reasonable rates. I had one option in Federal Way say they would allow storage for $200 flat with no extra fees or weekend charges, etc., and she begrudgingly agreed. I tried explaining the reasons why she has to pay, but she simply did not listen to me explain them. She talked over me and simply said I needed to help her. I am unsure if she doesn't understand the logistics of how this works - or simply doesn't care - but I did my best to accommodate her new schedule that she threw at me and the carrier at the very last minute. I do my best to make sure all of my customers are happy, but sometimes I can't do that. Even when I try my best. Hopefully she did learn from this experience. Because if you fail to plan, and you plan to fail.