A carrier that we have used for a long time had all of a sudden like so many auto carriers do during the holiday time of year, became difficult to get a hold of and would not return our calls. I do recall speaking with Jeannie a couple of times and tried real hard calling several times the carrier for the status update. Needless to say they were horrible and never returned our phone calls. We are happy that Jeannie was at least successful in locating and getting her car in the end. She is right to be frustrated. This type of complaint is extremely rare for us and we will never us that carrier again. Again, anyone that uses us knows that this is a very rare complaint and probably has never happened. We have gone ahead and given this carrier a negative rating on the national board for auto transporters for all brokers to know what our experience with them was like on behalf of Jeannie’s car so no one else will have to go through that type of unprofessionalism. As for the complaints made by Jeannie on trying to speak with us I am a bit confused because I did speak with her personally and gave her my cell phone. Also, had several people helping me communicate with her and do what we can to get a word from the carrier. I apologize to Jeannie if she feels we were hard to speak with. I will have to look to see how that breakdown occurred as we are always on the ball when it comes to picking up the phone and returning phone calls, plus many of us here recall speaking with her and doing everything possible to help her. Nonetheless, our company is committed to always doing our best and improving our operations all the time and we will take this as lesson learned and like I stated earlier, we will never use that carrier again. We hope Jeannie Schulz will accept our sincere apologies and if she is inclined to use us again in the future we will gladly have her broker fee waved to save her some money and for her to see what a true experience with us is like. We are refunding Ms. Schulz’s broker fee of $165.00 immediately as it should be. We thank her for taking the time to write her complaint out for us so we can better ourselves which is one of our prime directives here. We wish Ms. Schulz a Happy New Year for 2010 and hope she knows she can hold on to my cell phone number and call me at any time if there is anything we can do for her in the future.