We understand we cannot please everyone, the agent who created this order(Franklin) is no longer part of our staff and therefore we guarantee it wont happen again, all of our other customers are very satisfied with our service. All of our satisfied customers signed the same contract RoseAnn signed and they all read the same terms and conditions RoseAnn read before signing the contract. Therefore all fees are valid. We as brokers do our best on getting each order dispatched to thhe right driver, we will continue to do our very best and wont let a bad apple spoil the rest!