We are sorry to hear the customer is unsatisfied with our service. The customer placed the order at the Economy rate, which is our standby rate. With the Economy package, a vehicle may or may not get picked up at that rate. It is designed for those who are not under any time restrictions and just want to move their vehicle at the lowest price possible. If a customer desires to expedite the order and get a guaranteed pickup timeframe, then an upgraded shipping rate must be chosen. With the Economy rate, whenever a carrier gives a counteroffer, our office notifies the customer. The customer always has the option to decline or accept the counteroffer. No deposit is charged until a carrier is secured. Should a customer choose to pay at time of placing order, and then end up cancelling, a full refund of the deposit is returned if the vehicle is not secured a carrier. Every customer is provided regular updates through email and is given the direct phone number of their shipping agent should they like to inquire on their order. This order was handled by our Shipping Agent- Suzette, direct line- 678-369-2364.