AutoStar Transport Express is a fully licensed broker hired to facilitate transport of vehicles. As standard in the industry, pickup and delivery dates are never guaranteed, and always estimated. While do appreciate all feedback that may help us continue to provide a 5 star service, it is important that all facts of each complaint is presented properly. First off, the customer was NEVER promised nor guaranteed anything. All recorded calls that were listened to by our QA team concluded that we never said any of those two words throughout the entire call. Customer’s preferred method of communication was via email, and they were well aware from the beginning it was all about driver availability, nothing was ever mentioned by the customer of a one day window of pickup. The agent that worked with this customer is one our most experienced agents, and is always transparent and honest with every customer. Had a one day window been mentioned, they would have most certainly explained that cannot be guaranteed. It was the customer’s own decision to cancel the order, and drive the vehicle themselves, while still within the contracted dates. Customer admits to reading the contract, and it clearly states that if the order is cancelled within the contracted time frame, the deposit is non-refundable. Section 15 of the contract sent back signed clearly states that we have 10 business days to secure a driver, and according to the notes in the order our team leader and agents presented the customer with 2 different confirmed drivers that were rejected by the customer because it didn’t suit their dates. This is not a taxi service. We wish the customer had been just a little more patient and cooperative, and the vehicle would have been transported in a timely manner. We wish the customer well.