Hello Kassie, I'm sorry to hear that the service did not meet your expectations. I'd be happy to help clear up any confusion in our role as an auto transport broker, and the role of the carrier. We provide all status updates and notices to customers via the email they used to book the order. You should have received various emails that indicated your shipment status. Our role is to dispatch a carrier that is able to transport the customer's vehicle. As part of that service, we will present any and all options from our vast network of vetted carriers. It is the customer's final decision to proceed with said options or not. It is not a problem for us to continue working on the shipment if declined. I can see that you booked the order on 11/27. On 12/4, you requested that the pickup location be updated. I do not see any other request to Montway to update locations for your shipment. The information updated on that date was what was provided to the carrier. It is the full responsibility of the carrier to contact the pickup and delivery locations before their arrival. This way they can make arrangements for the meeting locations. Truck drivers are fully aware of the requirements and restrictions for their trucks. And it is their responsibility to coordinate a safe loading/unloading location. We expect nothing but absolute professionalism from the carriers that we work with. This has been escalated to our compliance team for a full review. We will also be auditing the communication with our agents. It's important that our team provides professional communication at all times. Due to the issues present, we have refunded our broker fee in full. As we believe in providing outstanding service to our customers at all times. If you have any questions or there is anything else we can assist with, please contact us at feedback@montway.com. Sincerely, Richard K Montway Auto Transport