When I first spoke with our customer Bud, I went over our typical time frame for shipping a vehicle which was a 1 week advance notice to schedule, a 3-business day window for loading and then about 7 days for delivery. When asked about going sooner I informed him that our own trucks do this route and I could see if they had space available for another vehicle. After finding out that our trucks were full I informed him that we would have to broker this move out but we would do everything to try and accommodate his time frame. Bud placed his order with us on Thursday, 1/14/10 making it available ASAP. After talking to him more about scheduling it was decided that he would bring his vehicle to our yard on Tuesday ,1/19/10 if we did not have it scheduled by then, which was not a problem. Then on Monday, 1/18/10 Bud called and said that he would leave his vehicle with his wife who was not leaving until Thursday, 1/21/10 and again we discussed an alternate pick up contact in the event that his vehicle was not scheduled by the time his wife was leaving and the gate guard at his community was offered as an alternate pick up contact. He was updated daily and nothing was indicated that the options provided had changed. When Thursday came he became very upset because no schedule had been set and insisted that he was misinformed about scheduling from the beginning even though he had provided an alternate in case scheduling was not set prior to his wife leaving. Bud did not even give us our typically time frame for scheduling before canceling his order with us. We apologized both verbally and in writing and credited him back his money, per our contract the same day he canceled. It is unfortunate that our customer was unsatisfied but in no way was he ever mislead about time frame for scheduling or the fact the we do own our own trucks.