We apologize that your transport was not successful. We did everything in our power that we could to make an unfortunate situation better. The route you needed for transport was a difficult one. That is why the driver requested an additional amount, we provided you with the option of paying more to the driver, and you authorized the amount. We never made any arrangements without discussing it with you and getting your approval. This is also the reason we didn't have any drivers call immediately on your order. The route was difficult and your locations for pick up and delivery were hard for a driver with a 75 foot long truck to get to because it was located in no-truck zone's. We did the best we could to find a driver as soon as possible considering these obstacles. The company we coordinated with for your transport was Towne Transport. We had used them previously had never had any issues at all. They had good ratings on Central Dispatch, they had proof of insurance, and they were very professional and accommodating. They were scheduled to pick up your vehicle on the 20th and deliver by the 29th. They were 2 days late picking up the vehicle, claiming they had a mechanical issue with there carrier. We were in contact with Towne Transport immediately after being notified they were delayed. I personally stayed in contact with you on dozens of occasions. There was no lack of communication between you and I. Towne Transport was very hard for either of us to get a hold of although I continued to try on a DAILY BASIS. I always stayed in touch with you whether I was able to speak with Towne Transport or not. I understand your frustrations with our company but if you would have gone with another broker it would have more than likely been Towne Transport who would have called them also, just as they contacted us for your transport. We didn't refund your deposit because we rendered the service that you contacted us for. Your shipment was free. You didn't have to pay Towne Transport ANYTHING for the transport considering the delays. In regards to the damage, they are completely liable. You have to seek liability through their insurance provider. We have left them an awful review and a negative rating previously. We were able to get their carrier license suspended and they will not be able to transport cars ever again. Words can't express how apologetic we are in reference to your transport. We are extremely sorry for the transport not going 100% smooth and being such an inconvenience to you and your family. We have taking every measure to try and resolve this problem with Towne Transport, unfortunately they are not responsive. Again, we are extremely sorry for this unfortunate event. Below you can find the review left by Jennifer for Towne Transport on August 19, 2010 : http://transportreviews.com/company/towne-transport.asp