Hello, Montway's job as a broker is to dispatch a carrier to service the customer's shipment. We can confirm that the first carrier did report that the driver had to go to the hospital. And a new carrier was assigned. The carrier is entirely responsible for the shipment once it is dispatched to them. This includes all communication and support. We appreciate your feedback about the carrier. We will provide your feedback to the carrier and discuss with them their communication protocols. As we are always working with our contracted motor carriers to help improve services. If you would like to submit extra feedback, please contact us at feedback@montway.com.