Moving companies in the US are some shady shit. There are regulatory agencies at the federal level that supposedly work to hold movers accountable but they are toothless, doing little more than hosting poorly-maintained websites. States lack power to regulate the industry or punish bad actors in many cases because of interstate commerce making this a federal issue, which… see above.
This driver reportedly told the customer he "picked up her items in Colorado": this is bizarre. Interstate movers do not operate this way, there usually isn't a single driver taking your shit cross country. Instead, the moving company contracts out to a wide network of subcontractors, and those subcontractors run the gamut from "forthright, long established businesses" to "fly-by-night operations that might go bankrupt tomorrow" to "literally a mob front".
So while the truck (if it's a truck move) doesn't change, the driver will. Frequently. Maybe every few hundred miles; these can be day jobs, with people sticking to their 14-hour FMCSA working limit and going home every night, which means they'll drive 4 hours if so with one truck, stop at a depot, then get an assignment to drive 4-6 hours back the other way and go home to sleep.
This particular driver probably never went to Colorado. It would be shocking if he did. He probably got this truck from a depot in New Jersey, where he lived. He probably was supposed to drive the half-day to upstate New York, drop it off at a depot, then come back.
The unknown is whether the driver was shirking responsibilities or if he was overburdened by an excessive schedule that his employers set him. If dude hadn't had a break in a week it's hard to fault him, particularly after the "umbrella" moving company and the local subcontractor (his employer) threw him under the bus by giving his number to the customer. If he was at/near his weekly FMCSS legal limit it could have been illegal to make the delivery until his hours reset.
This isn't a customer facing job. He shouldn't have had to talk to her and make excuses, assuming he is an employee driver and not an owner-operator.
But all of this is speculation about the employer-employee relationship. In truth we don't know how his schedule looked or how far he had taken these goods. That's why…
If you're going to be mad at someone, if you're going to rake someone over the coals, IT SHOULD BE THE MOVING COMPANY. That's who you have s contract with, that's who you paid money to, that's who is supposed to be in the business of coordinating cross-continental logistics.