There are those few cases where the customer is not always right and this is one of them. The facts of the order are this: Official auto provided the exact service to Mr. Jim Paulon that we were contracted to do. Jim set up an order on a Sunday 11/04 for a coast to coast shipment from CA to RI for the low price of $805 for pick up after 11/20 and delivery around the 27th or 28th. It was clearly explained to him that the industry standard is for the $105 deposit to be paid on the card and the $700 balance could be done directly to the driver at the delivery location (not the pick up as he is claiming) in the form of cash, cashier's check, or money order and the driver will provide a receipt and/or bill of lading to the customer for the balance at that point. Anyone who has ever shipped a car is familiar with this. At no point in our conversation did Jim state that he was not comfortable with this and wanted to put it all on his American Express card. Mr. Paulon received an order confirmation stating this, and an order receipt showing the break down of the deposit, balance due, and methods of payment for each. In fact he was told that the deposit would not be charged until the vehicle was dispatched to a carrier for his desired time frame. Which is what we did. The vehicle was scheduled for pick up no earlier but right around 11/20 and delivery in 7-10 days and then a $105 deposit was charged. It wasn't until a few days later that Jim emailed Devin, another agent here, the wrong agent who had nothing to do with his order asking if he could pay the whole balance on the card. If he had already set the order up for everything to be charged on his card then why would he be requesting confirmation that he could pay the whole balance on the card a few days after the order was set up and scheduled? Julien received none of these emails but did call Jim after he received an attempt to cancellation email that he did correctly address to the right agent. It was explained to Jim that his vehicle was already scheduled for pick up, that his car was fully insured (and was emailed a copy of the driver's insurance). He was also told that Official Auto does have a mechanism for charging full balances on the card and COULD HAVE set that up for him if that was stated on the initial phone conversation. But that was never an issue until later. It was never stated that Official Auto Transport would or did set up this method of payment because the vehicle was already scheduled with a carrier for COD. I'm not sure what additional protection Mr. Paulon would need if he was paying the driver the balance in the form of a Cashier's check at the delivery location, meaning he would receive his car befor paying the full balance. The only thing that makes sense is that he may have wanted the right to charge back the entire shipping amount after receiving his car. Mr. Paulon never signed a written authorization allowing us to charge his card for the full $805 balance. We only have a signed authorization for the $105 deposit which is all that we charged. Here at Official Auto Transport it is not our policy to charge anyone's credit card for any large amounts beyond our deposit if we do not have a written signed authorization form from that customer for that exact amount. We feel that is a sound policy to protect both us and the customer. We have email correspondences between myself and Mr. Paulon where Julien only guaranteed him the price $805 not changing and the shipping dates being firm and that we have the option to charge the entire balance on the card but his order was set up as a COD. That is all that we as shippers are supposed to do in addition to making sure the vehicle arrives safely, in a timely manner, and undamaged. Which is exactly what we did. Julien even followed up with the carrier in between the day it was dispatched to the carrier and picked up 2 weeks later to make sure the driver was still on schedule and communicating with the pick up contact and customer at the delivery location to make sure the move went as smoothly as possible. We went above and beyond to make sure Jim was a satisfied and happy customer. The driver was ready to put the vehicle in storage since Jim was backing out on his end of the deal to pay COD (which is what drivers prefer- not our rules but there's) but we called the dispatcher for Q-Express to see if they had a credit card terminal to charge Mr. Paulon's card and they did so we suggested that they call Mr. Paulon back and complete the delivery by charging the balance to his American Express. Which is exactly what was done. So quite frankly Mr. Paulon should be giving us a good review. His car was picked up on time, delivered early, the full balance was charged to his card even though that is not what was agreed to by us, and the driver had to do extra work to deliver the car since the car became inoperative during the transport due to a mechanical failure of the vehicle at no fault of the driver. If he would take the time to re-read the emails and forms that he received and signed he will see that he may have misinterpreted how his order was set up despite our attempts to explain that to him. We tried to speak with Mr. Paulon to come to an amicable solution but he became irate, profane, hung up on us, and wouldn't pick up the phone when we tried to call back to work it out. So we called the driver directly and suggested the solution that ended up resolving his issue. Despite Mr. Paulon's attempt to belittle our significance in this transaction the fact of the matter is we were very necessary in negotiating a low price for him with the carrier, connecting him to a great carrier that he would not have access to unless he had our industry network of contacts, and saw through to the end with the driver even after our job was completed and services were rendered by us. Emails and signed forms are available upon request for anyone who wants to see the true side of this transaction. Please find one such email quoted verbatim below dated on 11/08/12 at 12:18 PM (19 days before the vehicle was delivered): Jim, The carrier that will be picking up your vehicle is Q-Express and please find a copy of their insurance certificate attached. They have already signed off on a schedule for your vehicle at the price we agreed on. This price WILL NOT change. The deposit is $105, the remaining balance to the carrier is $700, therefore your total is $805 total and that will not change. Also, I never received an email from you requesting to pay the full balance of the shipment on your American Express. However, I did receive this email. So I am not sure what email address you sent that request to, but you may need to check and see who you addressed it to because it never came to my inbox here. The industry standard is the for the remaining balance to be paid COD (cash, cashier's check, or money order) directly to the driver upon delivery and the driver would provide you with a receipt on delivery- which is why I set your order up in that way and explained that to you when you set up the order. If you needed to put it all on the card that is fine as well I could have set that up for you, but you never mentioned that on the call when you set the order initially. I also told you that we would not charge the $105 deposit until we had your order confirmed for pick up with a carrier and that deposit would be fully refundable if you weren't happy with the pick up time frame being too late after your 1st available date. However, we scheduled it perfectly for pick up in accordance with your desired dates on 11/20 or 11/21 and delivery in 7-10 days. Best regards, Julien OFFICIAL AUTO TRANSPORT