Montway makes our customer aware in advance of our door to door policy. This information is provided on our website as well at the time of booking and any communications thereafter. Carriers will pick up and delivery as close to the customer door as legally and safely as possible. Most carriers are operating with 18 wheeler 2 level trailers with 7 to 10 cars on them and the customer location may not be accessible to such auto haulers. There may be restrictions on the customer residence: too narrow roads, one way street, speedy bumps, weight restrictions, low hanging tress, bridge tolls, etc. that can prevent door to door service. For such cases the carrier will request the customer to meet at an accessible location. Please note all service dates are estimated, this is auto shipping standards and Montway does not have control over these factors. We try our best to be as accurate with our estimated service dates as possible providing customers with updates throughout the process via email and phone. Montway values the feedback of our customers we try to make sure each customer has an enjoyable experience. We did reach out to the customer to offer to make things right in hopes of settling the issue directly and addressing all of her concerns however the customer has not allowed us the chance to do so. We understand and respect her decision if there is anything we can do to fully address your concerns please contact our office 224-300-5393