Unfortunately, in situations such as this we, the broker, can feel "left out in the cold" as well. We always contact customers with the information that we have on each respective transport. This includes, but is not limited to, carrier company names, estimated pick up and delivery dates, and even phone numbers as applicable. Prior to pick up of this vehicle, the customer contacted myself in regards to the pick up location and issues with the seller in NY. After a long discussion with Mr. Olshove IN ADVANCE of Harwell Transport Company picking up this vehicle, I spoke with the dispatch office with regards to the special arrangements. They agreed to send a smaller transport truck to load it safely, and agreed to call Mr. Olshove in OR to make further arrangements. This is WHAT THE CUSTOMER REQUESTED, since he was wary of the vehicle not getting on the truck safely because of the communication issues between himself and the shipper in NY. I personally asked Mr. Olshove if it would be alright to send the smaller truck in advance because of the area at pick up being difficult for a carrier's truck to reach. All customers of WFT can track their orders through contact with our office and/or the transporter. Most drivers will give customers updates daily during shipment. We will note the communication issues with Harwell for future business dealings. I must say, we had no idea that Harwell's driver, Juan, would have to show up in a taxi. This was NOT what the dispatcher had promised at all, to both myself and Mr. Olshove. We were also not informed that the top of an enclosed carrier blew off (would be the first time I've heard of that happening, ever). If Harwell would have been responsible enough in business to inform us that this had happened, we could have made arrangements for this vehicle to be transported by someone else since the customer requested enclosed shipping. We also wish that we were involved in attempts to recover a refund for this customer, as we are paid to do more than "take 100 bucks and feel like we've done their part since they hooked me up with a carrier." That is absolutely not the type of customer service we offer, and it never will be. Our sincerest apologies are offered to Mr. Olshove at this time. If there is anything else we could have done to alleviate some of the stress this caused, we would have done it. Unfortunately, a phone call to our office would have solved much of this. PLEASE, please, please keep in mind when you are shipping a vehicle that brokers with a solid online reputation will do everything they can to help out. However, once a vehicle is in shipment it is the carrier&a