We offer you our sincerest apologies that this matter took place during your recent visit with us, Rich. We know your time is very important and we're not happy to hear your travel plans were disrupted. We always want your travel with us to go smoothly. We understand that having a friendly, honest and dependable staff makes for a great experience, and we apologize for anything less. Please know that we will continue to work on providing great service. We hope you give us another chance to show you we can do better. If you have any further questions or concerns, you can contact us at 1-800-321-2136. We are available between the hours of 8:30 am and 5:00 pm EST Monday through Friday. We apologize for any inconvenience this may have caused you. Thank you!