We address voicemails as we receive them. On a typical day, customer service receives between 100-200 voice mail messages. There are occasions where we may answer a voicemail the next day because of volume, but ALL issued are addressed. Period. Margaret and the customer (both Travis and Mariah were in contact with CS if I remember correctly) were in contact throughout the day regarding pick up. Margaret informed the customer that we were having trouble finding a driver that could deliver in Bakersfield and that she would call back with more information. Margaret informed the customer several times that the dispatcher was working on finding a driver and until a driver was contracted that there was nothing to say. American Auto Transport is a broker for the trucking industry. As such, we simply CANNOT provide guaranteed pick up dates. This is evidenced by the contract that we send our customers - all dates are clearly listed as estimated. We do whatever we can to make sure that our customers' vehicles are picked up on time, and more often than not they are, but sometimes they are not. When they are not, we let them know. In our view, we had addressed the issue upon first talking to the customer. Throughout the day, we spoke to the customer several times. But when customers call 10 times a day and we have nothing else to say, we take that as borderline harassment unto itself. Understand that, as stated above, we deal with a volume of customers every day and we simply cannot focus all of our resources on one customer. If that comes off as rude, then that is unfortunate, but also know that certain things were said to Margaret that do no bare repeating. Although things could have been handled better on both sides, we believe we did everything within reason to keep this customer informed and up to date on the status of their transport.