This customer booked their order with our company on 07/16/15. We immediately got him a carrier the same day. The carrier picked the vehicle up on 07/18 and delivered on the date in which they gave us of 07/21/15. The customer service department called the customer to do a follow up call to make sure everything went ok with the transport on 07/21 when the vehicle was delivered. The customer told the customer service department that the transport went well and he was happy with the service. Then on 07/23 he called back to say that he took his car through a car wash and noticed scratches on his vehicle. The driver did an inspection on the day of delivery, 07/21, and the customer signed off on the inspection that everything went well & he did not note any damage at all. The customer service department explained to the customer that they would email the carrier's insurance to him, which they did, but they may not be able to do anything at this point since the inspection report was signed off 2 days prior stating no damage. Then the customer gave our company a 2 star rating because of his negligence in doing a proper inspection upon delivery. If he had done the inspection and noticed damage on the time of delivery and noted the bill of lading as to the damage he found on his car, the carrier's insurance would have covered it and taken care of everything. My customer service department even took it a step further and reached out the the insurance company also to try to see if anything could be done to help this customer but unfortunately, as it is stated in the paperwork if it is not noted on the bill of lading they would not be able to file a claim. We have returned every call the customer has made to our company and even called after delivery to make sure the transport went well as we do with every client. The customer is upset because of a mistake he made and is now rating his service with us as a 2 star when we did everything we were suppose to and also went above and beyond to try to help him. We are the broker in this situation and guide our customers in explaining to them verbally and on contract ahead of time the steps to take in this situation. When a customer signs off on an inspection that the car is delivered in good condition, calling 2 days later to try and file a damage claim is a very difficult thing to fix as the insurance company will look at these inspection reports that the customer signed that the vehicle was received in good condition.