The clients grief has nothing to do with Pristine Auto Transport, we offered a refund or the option to dispatch for an increased rate (we do not charge until we dispatch). The client opted to continue for a higher rate and they allowed the trucker to pick up the vehicle (we have a signed contract by client). From that point the clients problem is between the client and the trucker, not the client and the broker. We strive to keep our clients happy. Please reach out to Nick Gomez (855) 847-5623 x101 with any questions