North American Auto does not guarantee pick up or delivery dates as per the customer's contract and on our website. We generally work within a 3-5 day window to factor in delays such as change of route, waiting on prior customers, weather, traffic ect. The driver was scheduled to pick up Mr. Carter's car first out of 8 cars; however, the spot reserved for Mr. Carter had a car that had to be delivered and that customer did not have payment and wouldn't for a few days. So the driver went on to pick up and deliver other cars and pick Mr. Carter's car up last to deliver first. He ran into many other delays which lead him to be able to pick up the car on Friday night 11/10 late or the morning of 11/11. This would have been within the 3-5 day window as pick up was scheduled for the 6th. On the 10th, the pick up customer told us he would not be there on Saturday and he would reschedule after the 15th of November. After asking many times if they could leave the car with someone else or leave the keys so we could pick up the car within our window, North American and Mr. Tenney agreed to reschedule next week. My truck left the west coast with an empty spot on his carrier and added fuel costs. On Monday the 13th, Mr. Carter called and asked why the car wasn't picked up over the weekend. We explained Mr. Tenney canceled this pick up and would reschedule after the 15th. Mr. Carter then canceled the order. As stated, my driver lost a load going across country and had to change his route again which cost him many dollars in additional fuel. Our cancellation fee goes to the driver for that additional expense. North American makes no profit on canceled orders and would like that statement withdrawn.