We value our customers feedback and take every complaint very seriously. This order was cancelled just three days after the ready date. Our Standard Pickup window is 1-7 business days. 92% of all our orders get assigned in 1-4 business days. In other words, this order was cancelled prematurely. We issued a full refund on this order as soon as the cancellation was processed. Our staff and managers have been trying to get in touch with Tom for several days to reach a resolution. Tom, if you are reading this, please respond to our calls and emails. In terms of not being able to get through to a live person for two weeks, we checked all the phone records and we cannot see any evidence to support this claim. The last three weeks were very hectic for all transportation companies due to the snowbird's coming back north from Florida. This is one of the busiest times of the year for this industry. It is possible that at some point all of our representatives were on the phones servicing other customers and the call may have gone to our messaging system. We checked and there was only one message from this customer to which we responded within 1 hour. We can assure the public that all messages get responded to before the end of the business day and all calls get returned as quickly as possible. Of course, there is always room for improvement and we genuinely appreciate your feedback. Tom, please allow us an opportunity to speak with you and get more information about your experience so that we can better our service. Thank you for your time.