Thank you for taking the time and sharing your experience. We highly value customer's feedback and we take measures to improve our service to make sure customers received the best possible service. Please note we estimate assigning a carrier within 1 to 5 business days. Even though our estimations are highly accurate, just over 95%, we still inform customers we can only provide estimated dates. We want our customers to be clear on these terms so they can make any necessary personal arrangements. Our goal is to transport your vehicle, never to inconvenience our customers in any way. This customer placed an order with a first available date for pick up of 9/28/2016. We were able to assign a carrier on 9/30/2016 which was within (2) business days. Customer received a dispatch notification and a phone call by one of our agents on this day to letting him know that the carrier gave us an estimated pick up date of 10/03/2016. If at that time the customer was unhappy with the estimated pick up date we could have kept looking for another carrier to pick up on another estimated pick up date. This was only an option that the customer agreed to. When the carrier arrived to pick up the customer’s vehicle the vehicle was inoperable. Which we were not informed of this prior to the carrier driving there to pick up the vehicle. Had we been informed we would have assigned a carrier with the correct equipment to pick up and transport this vehicle. Montway is a broker and we go above and beyond in being fully transparent with this fact to ensure that customers are fully aware. Customers are made aware of all of our terms and conditions which include our cancellation policy when an order is placed. These can be viewed on our website. https://www.montway.com/terms-and-conditions.We are truly sorry we were not able to transport this customer’s vehicle. Please have the customer contact us with any further questions or comments as we are here to help. Thank you