Steve Anthony, I apologize you feel that way. However, this is far from what had happened. I have documentation of all information and conversations between you and I. When I had contacted you via your quote request, your initial quote did not state it was inoperable nor that it had a tire dolly. Due to be inoperable the quote was increased that is correct, however it was never initially $275 as the email state "plus a brokerage and admin fee" which I explained that to you as well. Also, you did not state to me that you had a very tight window that it HAD it be picked up by until the day after placing your order when you called asking for update. You just stated the sooner the better. The day after when you called me to tell me it needed to be picked up by Thursday, I told you I wasn't sure that would happen as you had placed your order for standard shipping not EXPEDITED service. And the word Gaurantee never comes out of my mouth either as this industry there are no gaurantee's. With Standard shipping (service you chose) we have up to 7 business days to arrange a carrier for you. I went over all timing and the fact that the route is not in high demand prior to your commitment. Yes, I called you with a counter offer as you were needing it picked ASAP, I told you the option you had but you DID NOT have to take the offer. I and the driver tried helping out on cost as much as possible. I took $50 from my "own fee" and the driver $50 from his own fee to help you out and make it happen. You decided to move forward cause you needed it Expedited (which you still saved lots of money based on what the actual expedited service was). The driver showed up at the specific address provided to get your vehicle, (YES he did have a winch), But your vehicle was parked in the back of the house near the house where the driver had no accessibility to get his truck near it to winch it out. The Vehicle had a broken A arm, and a separate tire that had a dolly, which when I asked about dolly I was under the impression the tire on the car had the dolly to help roll because that is what I asked in the quoting stages and you stated yes thats correct. Also, NO KEYS were left with the vehicle either so there was no way of steering the vehicle etc. The driver was there to pick up the vehicle and called when he was in town to get car, which is when we say we charge the card (once we get confirmation from driver he is there loading), after the card was charged, a hour after the driver attempted to figure out how to get your vehicle loaded, he called and said not possible due to No keys, not roll-able, broken A arm, in a spot he cant even get his truck to hook up the winch to move it to his truck for loading, and has a extra tire on a dolly. I let you know immediately that we would be mailing you a check as we had to cancel the order due to there being no possible way to loading the car. We do not steal anyone's money. We are a very upfront and honest company whom has been in business for 15yrs. I have been with this company for the last 9years and work very hard for my clients and never run into issues such as this. It is out of my control if you do not tell me that the vehicle is in back of your yard up against the house, not accessible for truck to get back into as we mention a Semi will be coming into the area. I educate my clients as much as possible as my everyday goal is to have happy clients. Again, sorry we were unable to get the vehicle picked up.