This customer is Mike Bernacke, Order # 193239-LC. We make it very clear to all of our customers that according to your route we need 1-3 or 1-4 business days to schedule a carrier. Outside of that time frame if we have not confirmed a schedule for the customer's desired time frame the customer has full right to cancel the order and we issue a 100% refund no questions asked. However, if the customer cancels within that 1-4 day window and we have a confirmed schedule for pick up from our driver then that means that service on our behalf was rendered and the deposit is non-refundable. We find this policy to be fair because a customer is only charged in instances where we have used up company time and resources to work out the logistics of a move and reserve a spot on the carriers trailer for them as they contracted us to do and it also protects us from working on orders for customers who book shipments with multiple shippers and then go back and try to cancel orders after our driver shows up to pick up the car and the vehicle has already been transported by another company. Mr. Bernacke agreed to these terms verbally and gave us the pick up, delivery, and credit card information to charge the deposit to ship his 2 vehicles (a large pick up truck and SUV) from South Jordan, UT to Arlington, VA 22202 for the low low price of $1510 total with a $210 deposit. This occurred on 11/01/12 at 2:28 PM. We immediately started fielding calls from our carriers and spoke to over 15 of our drivers working out a schedule. On 11/03/12 at 9:10 AM our driver signed off on a dispatch sheet stating the car would be picked up on 12/14/12 (which per Mr. Bernacke is the 1st day the vehicles are available for pick up) and delivery in 5-7 days from the pick up on 14th for the price that was already agreed upon. This schedule works perfectly in accordance with what the customer indicated to us his desired dates for shipment were and we quoted Mr. Bernacke one of the lowest prices. Suddenly on 11/05/12 at 4:04 PM Mr. Bernacke called in wanting to cancel the order. When asked why he gave no legitimate reason, only that "he was no longer shipping the vehicles." We took it under advisement and even though we were still in our 1-4 day window and had already scheduled his shipment we still considered offering Mr. Bernacke a full refund for his deposit. An airliner would not have even considered this from the moment you place an order for an airline ticket the total tariff is non-refundable and usually the best you can do is change the dates for free or get a partial refund. We were actually considering refunding the customer until our driver called us back stating that another broker was trying to dispatch him the exact same load that they already scheduled with us! We are not sure what the issue was if it was price or some questions Mike had for us but if he had brought those concerns to us I am sure we would have found a way to rectify it and ensure that he received the best service possible. We ship over 3,000 cars a year and 99% of our customers are quite happy with the service. We are even a 4-star rated company on here. In fact, I am sure that Mr. Bernacke would have been one of our happy customers that left us a good review because we had scheduled his vehicle so quickly for a car that was not to be shipped for another month at the guaranteed price that we quoted him and exactly on the dates that we agreed to. Instead he lied to us stating that he was no longer shipping the vehicles only for us to find out later that he was trying to ship the cars with another company through the same driver that we had already successfully scheduled him with. As a matter of fact we still have his vehicle scheduled for pick up because we feel as a company that we always finish the job that we have been contracted to do. Therefore, what is fair is fair and what is right is right, we have rendered service to this customer and feel that we should be compensated for the work we put into scheduling the order. So if Mr. Bernacke is willing our driver can pick up the car as scheduled on the 14th of December and we will be happy to do so. However, if he does not then he is refusing service that has already been rendered and per our terms and conditions the deposit is not refundable. This is a more than fair policy position in our opinion.