Dear Devin Osborne we are truly sorry to have lost you as a customer. It is however imperative that customers have a clear understanding of the terms they accept when entering a contractual agreement. Our terms are publicly published on our website, disclosed prior and during booking, written in the customer agreement and within all communications thereafter. The vehicle MUST BE ready and available for pickup at the date the customer specifies that it is. In this case, Mr. Osborne had not even purchased or paid for the vehicle but yet had already ordered the pickup for it. It is solely the customer's responsibility to make sure the vehicle is ready and available before he tells us that it is ok to send the carrier to pick it up. Mr. Osborne booked the transport order on 10/13/15 and gave us a date of availability for the vehicle of 10/16/15. On 10/15/15 we dispatched a carrier that signed the transport contract and was to pickup the vehicle on 10/16/16 as per Mr. Osborne's requested date. When the carrier arrived at the location on 10/16/16 the seller of the vehicle stated that the vehicle is not paid for and he is not releasing it to the carrier. The carrier had to leave without the vehicle, which is considered a dry run with no load to pickup, wasted gas and wasted time, which sets off his schedule. After this, Mr. Osborne stated he needs to cancel the order as the seller would not sell him the vehicle. We cancelled the order, however the fees for our dispatch service are non-refundable as service is rendered. Cancellation Policy states that the customer must request cancellation in writing BEFORE the carrier is dispatched. After a carrier is dispatched they have a signed contract for the transport and our dispatch service is rendered and the dispatch fees are no longer refundable. It is not our responsibility to interfere in customers private sales dealings or confirm with the seller if they are still selling the vehicle. It is the customer's responsibility to order service only after he has confirmed that the vehicle is paid for and 100% available for pickup. The dispatch service was rendered according to the pickup date Mr. Osborne requested and according to the terms and conditions Mr. Osborne accepted when he booked this order, therefore the service must be paid for. Please note that carrier dispatch service is a paid service. Once consumed it cannot be returned. The dispatch service is intangible and thus cannot be reversed. We always advise our customers to pay attention to all details in the terms and conditions in any type of contract or order they engage in. Integrity is one of Montway's company core values. We demonstrate our integrity by being transparent with all of our terms and conditions of service because we understand that transporting a vehicle is not a common occurrence. Nothing within our process is hidden. That is how we became one of the largest auto transporters in the United States. We remain in business because we are industry experts transporting over 6,000 vehicles a month and have a network of over 13,000 carriers. Both customer and company bare a responsibility to any business transaction. We understand that not everyone may be satisfied with our service, for which we will continue to strive for improvement. However as part of accepting our service, we do expect that our terms and conditions are understood and that we are appropriately held accountable to our terms and conditions. Montway is 100% dedicated to the customer and our service and care is unmatched! Montway stands by its services and will go above and beyond to assist customers with any issues. Had Mr. Osborne contacted us prior to posting inaccurate reviews of the chain of events, we would have been able to address and resolve the issue at hand.