We apologize for this customers’ poor experience. Normally we work with a pickup window of 1 – 7 days, and delivery is 7 – 10 days after pick up. There are instances when either the origination or destinations are more difficult, and can take longer than anticipated. We can assure you that we do try our best to meet the windows provided. In this case, the destination was Laredo, Tx and none of the drivers were going that far south during the week that this customer wanted his vehicle picked up. This customer was not charged because we were unable to assist him in his transport.