Our customer service representatives pride themselves on listening to our customer’s needs and explaining our pickup / delivery policy in detail, but just to make sure, our written agreement is provided both with the initial emailed quote and signed by each and every customer prior to pickup to make sure weare all on the same page. Our agreement says very clearly that there is an additional fee if a guaranteed pickup / delivery day is required. We regret that there was a miscommunication with this customer and will make every effort in the future to make sure the customer isn’t assuming a service that is not being offered.