Montway truly appreciates you taking the time to submit feedback about your experience. Please know your feedback is taken very seriously. We welcome any recommendations that help to improve the quality of our services for our customers. We also appreciate your patience throughout the situation. Montway depends on responsible customers such as yourself to inform us of any concerns they may have about service. Montway Inc is the broker in the transaction and we rely on customers like you to let us know of service received. Feedback helps us control the quality of services provided and apply needed sanctions to the responsible party. Please allow me to explain the order was originally created on 5/2/18 with a first available date of 5/4/18. Please note Montway offers a 1 to 5 business day pickup window from the first available date. This information is provided at the time of booking, listed on our website and all email communications. We ask that every customer and/or potential customer please take the time and review all information on our website to ensure they completely understand our terms prior to booking. We understand that most of our customers have time restraints and although we do our very best to make accommodations we cannot guarantee dates. Unfortunately, we can not control the different factors they may encounter during transit. On 5/8/18(the 3rd business day) a carrier was assigned/dispatched. As the customer mentioned the owner of the vehicle left something in the vehicle on resulting in the battery needing to be recharged. It is the customer responsibility to be sure the vehicle is ready prior to the assigned/dispatched carrier reaching the pickup location. Being that these drivers are on a tight schedule as they have other vehicles to pick up and deliver in a timely manner and was not properly equipped for a vehicle that was now inoperable(In the event the battery died again)they were undispatched. The customer was informed that we were looking for another carrier company to transport his vehicle. The customer requested to cancel the order. The customer was informed of our cancellation policy which is also listed on our website. If Customer decides to cancel the shipping order after a Carrier (transporter) has been assigned (dispatched), the cancellation fee will be assessed, as our services have been rendered. This is provided to the customer in written communication and also available on our website(https://www.montway.com/terms-and-conditions). Please note this customer has filed a complaint with the BBB which has been closed by the BBB. Per the BBB we have addressed the customers concerns satisfactorily. Please know we certainly apologize for the inconveniences that you experienced. We care about our customers and try to provide the best service possible. If there is anything else I can assist you with please feel free to contact us directly.