First of all, these are the facts: both vehicles are large, One a hummer H2 and the other a 2007 Toyota Tacoma with a lift and oversized tires, the ready date given to me was 08/12/2009, and I was given notice that there could be no delivery before August 22, 2009. Reasoning tells me that given a date restriction for delivery, if there was a restriction or goal to meet for the pick up date as well that you would have discussed and given that to me at the time of placing the order, just like the delivery date restriction, and that would have been noted in the order as well. If you take a look at your order confirmation you received by email you will see that I did put the delivery date restriction in the order for the carrier to follow. I understand your frustrations with your vehicles not arriving when you want them to, but unfortunately delays are usually unforseen, that's what makes it a delay. Technically, a vehicle can not be late if dates are always estimates. The definition of Estimate is: An approximate judgment or calculation, as of the value, amount, time, size, or weight of something. Had you also read your terms and conditions in your order confirmation, you would read as follows: DAT does not agree to transport the vehicle on any particular motor carrier, nor in time for any particular event unless client agrees in writing to the extra cost involved with guaranteed pick-up or delivery times. DAT will not be responsible for any loss or damage created by an unavoidable delay. DAT provides you with an estimated pick up and estimated arrival date of your vehicle(s). However the carrier transporting the vehicle(s) is subject to delays due to weather, road conditions, mechanical problems, etc. There are absolutely no guarantees regarding delivery times and dates. DAT and the carrier will not be held responsible for car rental fees or any accommodation fees. - This policy/statement is common with any broker in the Auto Shipping Industry! That being said, I was always upfront and honest about the shipping process and that all dates are estimates. DAT is not liable for a customer having to rent a car because they had to wait for their vehicles to arrive at the destination. I am sorry you feel the way you do, but I know I did a good job for you and always stated that dates are estimates in this industry. So there is nothing to compensate for when dates are ALWAYS estimates and stated that way from the start. Secondly, the first driver we scheduled did cancel your order on us, claiming to have never received the order by fax which is part of our process. You, as the customer, are told that the drivers will contact you to confirm a pick up time the day before and the day of pick up. I'm sorry but I do not agree that several back and forth phone calls occurred Friday 08/14/2009 without any answer to you as to what was going on. I distinctly recall advising you of the situation once I found it out on Friday by phone, the day before the pick up was scheduled. I also briefly contacted you by email the next morning on Sat 08/15/2009 at 11:55am, from my home and on my day off, when I confirmed the whole issue with my own dispatchers and I let you know we were working on scheduling another driver (all part of my 5 star service I give to my customers). I tell every customer I will check on the pick up and make sure it goes well and that the driver should call the day before or at least the morning of Pick up, giving you at least several hours to be ready for his arrival. I checked on your pick up the day before, only to find that the pick up was canceled and would now be delayed. My dispatchers did take action Saturday morning after the driver canceled on us and placed the carrier onto our "DO NOT USE" list for his actions, which is what we claim to do if a carrier does anything unacceptable! For one, I always answered any questions you had, returned your phone calls promptly, updated you with any information I could give you and by the end did give you the quality customer service you paid for. Fact: My customers will, and have, attested to my honesty and excellent customer service as you can see from past reviews from my customers. I am neither incompetent nor a dispatcher. I am a Client Assistant and my job is to assist my clients with their auto shipping needs. On the other hand, we do have certain policies in place, including deposits, but as a courtesy to you I did lower our deposit(broker fee) when we scheduled the first carrier for you. If you remember correctly, the carrier wanted more money to take both vehicles because of their size, which you were aware before placing your order that when moving vehicles of this size a driver may request a little extra money if we are a little too low on our price. I was always honest about this as well. Vehicles of large sizes are more difficult to move, which can require more money than figured from the start. To help you out and provide the quality service we proclaim, I did lower our fee for you as a nice gesture because DAT is a Five Star Rated company, that way you did not have to pay much extra yourself to schedule that carrier. Also, it actually did not take 11 days to get the vehicles picked up as you stated in your review. The ready date you gave me when you placed your order was 08/12/2009. Both Vehicles, I confirmed with the driver, were finally picked up by the second carrier on 08/20/2009 at 1:06pm. Thirdly, we were able to get this rescheduled for a pick up within 4 days of the first canceled driver and the new carrier picked up the vehicles the very next day! I absolutely do not agree in whole with you that you had to call me several times without a phone call from me by my own choices. I ALWAYS follow up, especially when there has been a problem. I do not nor would I ever avoid a problem with any customer. I appreciate your word of caution for me. Heres a word of caution for you as well, In the future you should understand that dates are estimates and there can be delays in many forms, brokers are not liable for delays in any way and Terms and Conditions should always be read. We always take every precaution possible here at Domestic Auto Transport to insure we're choosing quality drivers, but no one can be perfect and even the best driving and safety record along with the best ratings can't always insure that a mistake wont happen ever. I am not trying to place blame to keep myself out of a negative review from my customers, all I can offer is blunt honesty and knowledge of the industry. That seems to not be good enough for you though and I am sorry you feel I let you down. As for wanting compensation, there is nothing to compensate. I did what I told you I would do and that is what you paid for. You already received a great deal on your deposit(broker fee)! I understand your frustrations though, but you need to understand my frustration as well. I can only do as much as possible for you. I do not have the ability to forsee problems in the future with any order. If I could I would fix it before it happend! My goal is to have a happy customer! Reminder, definition of Broker is: A person who functions as an intermediary between two or more parties in negotiating agreements, bargains, or the like. P.S. Nick is not the owner.