Ali, thank you for sharing your feedback. Montway is committed to providing outstanding service for our customers. Damages are not an expected part of the shipping process but they can happen. Our team reached out to assist with your claim and provided you with options to proceed forward. As a broker, Montway is here to help every step of the way. There are many complexities to auto shipping and carriers often have many pickups and deliveries on their route. While we push carriers to provide the most accurate times possible, there are many factors that can change timelines. As such, all provided times are an estimate. Due to the restrictions of auto transport trucks, carriers may ask to meet at nearby locations. As they may be unable to access the indicated location for a variety of reasons. As part of our services and as per federal law, the customer must pay for all services. Claims and services are separate. As the customer has offset their payment via chargeback, there will be no further help from Montway. Unless verified payment can be made. I apologize again for the inconvenience. But as a business, we transparently inform of our policies and procedures. We encourage all customers to properly familiarize themselves with the business. And to ask any questions they may have so that they understand the services being provided. Please see our terms at https://www.montway.com/terms-and-conditions for more information. -Rick