When the order was set up with Liz, the driver was in process of completing his full load. We have to wait till the driver fills his truck up to schedule pick ups with any customers, and unfortunetly he was no able to fill up his truck since not enough cars were doing the same route the customer was. This is out of our control and we tried to get a driver to pick up her car as soon as possible. Alina was in communication with the custoemr at all times and advised her of the situation. When we were finally able to find a driver to get her car that would take to her in Nebraska, he was more expensive and we gave her the option if she wanted to use this driver and she Agreed. We even paid $50 towards the expense to help her out. We apologized many times to her and explained what was happening with the drivers. This would have happened to any broker she would have used, since all brokers use the same drivers within the network and national board system. So according to her post, we never apologized and Yes we did pay some money towards the extra expense that she chose to take, she did not have to accept this driver. We did everything we could to move her car as fast as possible, but its out of our control if the drivers cant get a full load and there are not enough cars on the route she was doing. We understand her frustration, but we did apologize to her and her friend who called us and we did pay money towards the more expensive driver. We were not aware of this pick up situation she explains, or else we would have been able to rectify the problem.