Great response times, poor after service

Great response times, no issues with the products. However, we do have problems getting the Excavator collected.

On 2 of 3 occasions, the machine have been collected late, then the driver has failed to collect & I have been contacted with a hire extension. I've then worked with your team to get this extension cancelled, which takes time and effort from all parties. It also reflects on the service we provide to our customers.