We got William's vehicle assigned to West Eagle Transport to be picked up in 12 days. It did take longer than the 7 day average because of the location in Texas. At first the driver did call William and ask him to meet him. We're not sure why he did this and we called the driver right away and told him he had to go to William's location to pick up the vehicle. When they arrived they did not have room on their truck. They did have another truck that could pickup this vehicle 3-5 days later. William and his wife decided they didn't want to wait and canceled right then. (Per the contract we have 14 days to assign a carrier before the deposit if refundable) We tried to explain that if they canceled that their deposit was non-refundable. This was because we had a truck that could transport it. We also gave them the option to let us assign a different carrier, since they did not feel comfortable with West Eagle Transport. They still wanted to cancel. We did refund half of their deposit. We felt bad that the carrier, which we had used many times in the past, did not communicate properly with the customer and also did not pay attention to detail when it came to the deminsions of this truck. We are no longer using this carrier. We are very sorry that William feels as strongly as he does. We are not a dishonest company and we do not take our customer's money. We try to do what is right and to always treat our customers with respect and complete honesty. We feel that we did this with William and his wife. It's unforntunate that we have to suffer the consequences of the carrier's actions.