To say that he did not receive the contract is a completely false. Each quote has the complete terms and conditions listed below the cost, to place an order online a customer MUST check the box that states they agree to the terms and conditions, and as soon as the order is received in our online system an email confirmation is sent out with the complete terms and conditions. You can also view the terms and conditions by visiting our website at www.btexpressauto.com and clicking on the terms link. Each customer receives the terms no less than two times, this customer received them three times. Our office is not open on Sunday. The only contact we had from this customer was on Sunday. In order to keep the cost of transport reasonable for our customers, we do not guarantee a pick up date at the least expensive pricing level. I do not have a problem stating that on this forum, as it is nothing that we try to hide. Because we work with the public, it does sometimes occur that a driver falls behind schedule. For instance, if a vehicle is scheduled to be picked up at noon but the customer cannot be available until 5pm, our drivers will work to accomodate the customer. As long as the driver does not have a hotshot vehicle booked on that particular load, he will try to accomadate the customers needs, this may cause delays. For this very reason the email informing the customer of the time frames states that the pick up and delivery dates are estimates. The driver was still in route to pick up the vehicle, and the delivery date had not changed. This customer canceled his order after a driver had been dispatched. That is the only instance in which the deposit is non-refundable.