We apologize for the order not moving on the timeframe requested by the customer, but all brokers need to wait till any driver doing the route confiurms a fulload or confirm the route itself. The area where she was located for pickup was not busy with many customers moving vehicles, so drivers were not leaving from that area and were leaving more form the Los Angeles area where there was more traffic coming out. We tried to confirm a driver to gether car picked up from her location and gave the customer other options as well to move the car in a timely manner. The deposit was NEVER ran on her credit card and we never un deposits until the driver is confirmed for pickup. So we do the owrk for FREE until we have the driver confirmed for pick up with our customer. Unfortunelty, we depend on the drivers doing these routes to confirm the schedule for locations and we do the best we can to move all vehicles on time due to all drivers. We understand the frustration on the customer and that is why we never charged her anything at all.