Keith, First off I would like to begin by apologizing on behalf of Plaza for the misunderstanding during the time of this booking. I will now address each one of the complaints you have, Never was there a [promise] nor (guarantee) for a specified pickup date and this is explained in our terms and conditions as well. Secondly, we agreed that your card would not be charged until it was assigned to a driver, this must have been the misunderstanding on your part to take that as it would not be charged till it is picked up and that was never stated. The order was booked on Saturday 4/11/15 and assigned to a carrier that evening for a scheduled pickup of Monday 4/13/15 which was your requested pickup date. Next the claim of charging the card two times is completely fraudulent and I have email communication in which I explained in detail that this claim is false. Everything was done correctly on this order however he decided to have his brother go get the car and my driver showed up to the auction and the car was no longer there. Please see email correspondence below: My driver also went out there today without the release ask the auction. If you read your terms and conditions it clearly says - I may cancel my order at any time prior to my vehicle(s) being dispatched to a carrier on Central Dispatch or CarloadUSA, and the broker fee will not be charged. I fully understand that in order for me to cancel as stated above and receive a full refund, I need to provide an explicitly written cancellation request in the form of traditional mail, fax, or e-mail to dispatch@plazaautotransport.com; otherwise, I will forfeit my deposit Key word is [PRIOR] This vehicle was dispatched Saturday evening and charged your card Sunday just as it states. Nothing was charged PRIOR to us assigning a carrier and at the point of dispatch our services were rendered. I was completely forward with you and you want to bash my company. Its customers like yourself who make this industry have a bad name. You came to me with a one day pickup and I clearly said the carrier will not load without the document and you didn't sign that doesn't mean I didn't work and screen your driver just cause you don't sign doesn't mean I don't charge. I charge upon dispatch just as you were told and you lied and said i charged you twice? Per our terms -I completely understand that this agreement is valid with or WITHOUT my signature affixed below(based on verbal agreement), or electronically authorized via electronic signature or email. Robert Points Operations Manager Direct - (954) 688 - 4021 Fax - (954) 603 - 1610 www.plazaautotransport.com - - - - Original Message - - - - Subject: Re: Order Confirmation Invoice From: keith grant Date: Tue, April 14, 2015 10:39 pm To: Robert Points You did not send any driver. My brother had to pick up the vehicle today to his house. We just got another driver who would pick it up tomorrow. Yet, you went ahead and charged my card.