Hello Grant, I'm sorry to hear that the shipment process did not meet your expectations. As a broker, we work with a dedicated compliance team and the most sophisticated carrier-vetting process in the industry. Transparency is important to us, thus we provide full details of our operations and role on our website at https://www.montway.com/. We also provide this information in our quote and order confirmation emails. Auto transport is a complicated logistical process and we are here to help guide you through every step of the way. If you ever have any questions about our processes, we are always here to help and answer any questions you may have. With that said, we provide full details about personal property policies on our website and how they must be followed. Unfortunately for your shipment, the terms were broken and the driver would have every right to charge extra fees. As the broker, we negotiated with the carrier on your behalf to significantly reduce these fees. I agree that the driver could have handled the situation better. But they are not wrong for charging the fee. I've notified our compliance department about this situation so that they can push for retraining. As for payment, Cash on Delivery (COD) is one of the many methods of payment we offer. As a customer, you have every option to pay in full with a credit card or PayPal for example. Your method of payment does not change the terms of service that you agree to at the time of booking. As the customer, you receive a confirmation email at the time of dispatch indicating payment. And you receive a Bill of Lading which is a receipt of inspection and payment. It's important to our team that we deliver the best service possible. I apologize again for the inconvenience and have contacted you for more information. I ask that you please contact me at your earliest convenience. Thank you. -Richard