Like all of our clients we didn't take any of Norma’s money, we simply started the process of looking for a carrier. With such an odd load and with the glut of available loads in the West we hadn't had any luck after five days. When Norma called and asked about it moving faster we told her that it normally could take up to 10 days however if she added more to her load it COULD perhaps get picked up faster. Kathy Did put Norma on hold but the on hold music and info wasn't working and it appeared to Norma after a couple of minutes that she'd been hung up on. The reps are trained to put the client on hold momentarily if a conversation gets to heated or unprofessional so that cooler heads might prevail. We feel confident that if we'd been given a fair opportunity to get Norma’s load moved in our normal time frames we would have been successful at the quoted price. Overwhelmingly our clients do not see our performance like Norma has portrayed it here, however on behalf of the staff and the owners we apologize that your experience wasn't a pleasant one with us.