Hello. We are sorry to hear that the customer's experience was not to the one he expected, and we will make sure to review his order to ensure any appropriate measures are taken. We have several transport coordinators that have a lot of experience with shipping vehicles to and from Puerto Rico, Hawaii and Alaska, and from international locations as well. It is important to note that while we will handle booking the transport of the vehicle it is the customer's responsibility to take care of any paperwork that may be required when transporting a vehicle to the mainland or vice versa. We appreciate the customer's feedback and we are glad that the vehicle was delivered to him at it's final destination in West Springfield, MA promptly and safely.