I'm sorry, but we do not agree with this customers review of our company. Unfortunately yes, the initial Carrier that we contracted (Top Gun Auto Transport) did have some issues and had to cancel. This happens from time to time in our industry and unfortunately this time it happened to Sara. Once we were informed that the Carrier had canceled the pick-up, we immediately placed the order back into the booking process and was picked-up 4 days later, and delivered within a reasonable time frame thereafter. Where Sara goes wrong, is by stating that we would not waive the $150 Express Charge since the vehicle had not been picked up within the time frame we gave her. This is simply not true. When the order was canceled, and pushed back into re-booking Sara contacted me to discuss the $150 Express fee and if it would be waived. I clearly explained to here that the Express fee COULD BE removed from the Carrier rate if she liked. Although, by doing so her pick-up would be delayed. I made it clear to Sara that the Express rate is the amount that we offer to the Carrier and that the extra $150 directly effects an expedited pick up (1-4 days). I try and help customers understand that by by adding this extra $150 to your initial rate you are going to reach a wider spectrum of Carriers and in turn expedite the pick up of your vehicle exponentially. I proceeded to explain to Sara that at this point we would be waiving our $100 broker fee since we neglected to move her vehicle within the time frame quoted, which is our standard company policy. Although, I urged Sara to leave the Express fee added to the Carrier rate as it would be the only way to expedite the pick-up of her vehicle. She agreed to this and we sent her out a refund check for the Broker fee ($100) the next day. Therefore, I really don't know where Sara is getting that we did not honor our agreement. This situation that we encountered with Sara is unfortunately common in our industry. Trucks are going to break down, and delays are inevitable. All that Wise Auto Shipping can guarantee you, is that when we encounter these issues we will handle them more efficiently than anybody else. Which is exactly what we did with Sara. We pride ourselves on being up front with our customers and standing behind our word. Our reviews will continue to prove this.