This wasn’t a matter of poor planning on our end, as the options were clearly conveyed regarding the refund of your deposit 5 days prior to load date. I am sure that most people don’t realize that is cost $1.00 per mile to drive down the road in a big truck, for which the deposit does not even cover. Then for you to refuse to give the driver your vehicles, caused a domino effect at the last minute, is simply not a $200 cost. It also created havoc when having to fill those two spots and make other customers late on pickup and/or deliveries. Bottom line, it is just like the airlines. If you chose to not get on the plane, they do not refund your money. With your 30 years of experience as a Quality Executive for a major aerospace company and past President and Board Member of the Washington State Quality Award, you should be very much aware that there are procedures that must be followed in order for a company to succeed. Unfortunately in our 15 years in this industry, we have had to learn the hard way and that is why these procedures are put in place. Negations to refund money, to avoid slanderous statements, per your email, are not something that we are willing to avoid when you clearly did not follow the guide lines of this process. This has nothing to do with DOT ratings or otherwise, because the options were given to you 5 days prior to load date to find another driver or cancel. Our goal is Complete Customer Satisfaction and that is why we set guide lines.