We first would like to say that we value all our customers and place them FIRST before our own company, we are a very customer-focused business! We uphold all actions taken as Sarena was given additional options to avoid this cost and chose otherwise, we never "demanded" anything as we would never do. The customer, Sarena, had her assistant book the transport with our company. Her assistant, Elyse, was thoroughly explained that UP TO 100lbs of belongings could be placed inside the vehicle at no additional cost approved by the driver. The items also had to be below the window line and nothing could be in the front passenger or driver's seat. When the driver arrived the vehicle was packed from floor to ceiling and from the rear to the front (we have verification via pictures from the driver). Both the driver and I calmly explained that there were 3 options: 1) Items needed to be removed and the vehicle would be hauled for the agreed-upon price. 2) The items could stay in but there would be an additional cost of $250 due to being overweight. 3) We offered to schedule a different truck for NO ADDITIONAL CHARGE who could accommodate the extra weight. We record all our conversations verifying these options were provided to her. The options presented above were not "demanded" or "pressured" and were 100% up to the customer's discretion. Elyse instructed us to have the vehicle loaded and she would inform Sarena of the extra charge. So we did exactly what our customer asked us to do. All details were thoroughly explained BEFORE the vehicle was loaded and hauled across the country and an updated invoice was Emailed over as well. On delivery, Sarena called our representative Chris about the extra charges (that her assistant Elyse did not inform her about). Chris is known for always being accessible to his clients and took the phone call after hours (approx 8 pm) on his cell phone from home in order to be of service to our customer. Chris has a 9-month-old daughter who was playing in the background while he was attending to Sarena concerns, our agents are available during these times to ALL customers, we do not work standard 9 to 5 office hours, we are everyone's go-to agent whenever our clients need us! That is better than not being available when customers are in need. Sarena demanded that Chris pay for the extra charge for her vehicle being packed full or else she would leave a malicious review. We stand our ground as this is what the customers chose.