I regre that this customer is on happy with the service he received from us. We realize that the customer lives on a wide street but it is difficult for a driver to take cars off when there are traffic on the streets. It is easier for him to take off in a large shopping area. Driver offered to pay for cab service to bring cutomer to location of drop and cutomer was upset. Brokers can promise door to door service but if conditions is not safe we have to make adjustments. The driver was repremanded for his language to customer. As far as the scratches to vehicle, we did not acknowledge any scratches but we provided customer with insurance to make a claim if need.