In response to this complaint their are a few things missing from the review.Mrs. Hedges failed to mentioned that the contract that was signed by her clearly states that the deposit is for the broker services and that our dates are strictly estimated. Due to the industry format we do experience delays due to unforeseen factors which is the reason why the agreement is sent and the review of our website is encouraged. Acts of God or delays that are uncontrollable due to more than just one vehicle on the load sometimes will back up a driver more than just a few hours. This customer cancelled her order after our driver was dispatched to her location well window our 7 business day window for pick up and refused service. Customer didn't care of agreement signed by her and continued to cancel, therefore we had no choice but to pay the driver out and that's why the deposit is non refundable due to breech of contract by customer part.We move over 300 vehicles on a weekly basis and the amount of complaints we have compared to the amount of vehicles we move are only normal as the industry doesn't allow time frames and dates to be precise. When a credit is due we have always refunded our customers and that's the reason why we continue to be in business. We apologized for the delay but we explained clearly to the customer what her agreement stated and what our time frames were and she refused service anyways.