Usually this kind of problem occurs when customers broker promises one date and fails. The customer and the broker has totally different contract dates then the carrier and the broker. We were late for 2 days from original delivery date on the contract. On transport contract it states Must Pick Up or Deliver Within 2 Days of the Date. By the contract we were not late at all. Its brokers responsibility to update the customer once the contract is signed with the carrier. Even though most of our equipments 2010 and up, time to time we brake down on the road. This truck was broken for 2 days in Arizona. We explained it to customer of both issues, but she refused to understand. She demanded 100% money back which more likely again brokers promise.