First of all, Russell placed the order with us on Thursday 7/19/12 and said he wanted it picked up on Saturday 7/21/12. The transport business doesn't work like this. What I mean is that customers just can't dictate when a driver is supposed to get their vehicle picked up. This is why we have a contract and the contract talks about the 1st estimated pick up date. We had 2 different drivers that wanted to pick up Russells vehicle at the beginning of the week, but that didn't work for him. He called us on Saturday 7/21/12 at 2:35PM saying he had someone else to pick up with a flatbed and deliver. He signed a contract and barely gave us ample time to pick up his vehicle. So yes, he does lose his deposit. It is non refundable because he cancelled the order before the time frame allowed to pick up the vehicle per contract. We are a business and here to make money. Also, he hired someone else to pick up the vehicle. This is also stated in the contract, and again he forfeits the deposit. In addition, he didn't call 20 times. He may have called 5-7 times. What do you mean the worst experience. It's customers like you that hurt the business because you think you can dictate the transport process and have unrealistic expectations and sign contracts and then ask for your money back. Sorry, it doesn't work that way. Next time maybe you will read your contract and be a little more realistic. Thanks. Alan Beveridge