Kathleen, was a very impatient person, she called everyday and sent emails everyday to confirm her transport. She was scheduled for pickup on the 7th/8th and called both days to confirm her pickup time, she contacted Chuck in the morning and he in turn contacted dispatch who in turn sent a message to the driver for an update on his schedule. At noon she called again, but Chuck was at lunch and another agent to the call, but she only gave the last name and unfortunately he looked up a different order of the same last name that was being transported from the East coast to the West and hadnt been assigned to a driver as yet. Without confirming with her order # or checking her order online she cancelled her order with this agent. When we did get an answer back from the driver, she was on schedule to be picked up between 8-10pm that evening. If there is 1 thing we ask every client to understand, these are 60-80 ft trucks carrying from 6-10 cars at a time and dealing with weather, traffic and customer issues...they are not a taxi cab!