This is a very unfortunate situation. Our company does not charge deposits until a driver has been dispatched, the customer has been contacted and allowed plenty of time to verify that the information is real, unlike so many companies out there. In this case, the information was carefully reviewed with the client before the vehicle was ever posted. It was a difficult route in the first place, and she was made aware of this. If anyone were to read our website or anything else, we state clearly that if a client would like to cancel PRIOR TO dispatch of the vehicle this can be done at no charge. Please see our web site at www.reyantransport.com In this case, I called her to see if the driver would be able to pick up her vehicle a day early. She agreed and I dispatched the driver. The driver arrived to her location to pick up the vehicle and was denied the transport because she stated that this wouldn't work out for her. At that point, I agreed to attempt to locate another driver for her new allowable time frame. Two hours later, she called to let me know that she had found a friend to drive it for her. Again, our policy states clearly that a client may certainly cancel PRIOR to dispatch of their vehicle and that policy remains in tact today. I have had clients change their mind prior to dispatch and I have never charged them a penny. I think if I had done these things as a course of habit to people, that I would have more complaints than this one. As a matter of fact, I didn't even collect credit card information from this person until I had a driver and gave her ample time to verify the pick up information. I will never charge anyone anything if they cancel prior to dispatch and in this case, it was a worse case scenario. A driver drove to her from Texas to Louisianna, wasted a night of driving, alot of fuel, only to be turned away because the arrangements that were as tailored well as could be according to this client's specific instructions, to this client's transport, were disallowed at the last minute. THEN she cancelled and got a friend to drive it for them. And Again, I did continue to locate a driver until they cancelled the transport. We did our job, all of us, the driver did his job at a great expense. As I said, we do not charge a deposit prior to dispatch for a reason, so that refunds are never an issue and clients can know that they are safe with us. At what point are we allowed to be safe with customers? I've been in this business for several years now. Anyone can check me out personally to see that my name matters to me. But fair is fair. What happened here was unfair, this review specifically and not to mention what happened to myself and the driver. We didn't deserve this review, but we have it, now we'll deal with it. Kamisha, I was never once dishonest with you and I won't be dishonest with ANY of my clients. It simply was not my fault that the instructions provided to me, by you, were not truly what you needed. I can only go by what the client tells me. And remember, I did call you to ask if we could pick up a day early and you gave permission to do that as well. It was then that I collected your CC info and allowed time for you to contact your driver to verify. I'm sorry that you are unhappy with us, but we all worked hard to make you happy. None of that worked. Just a prime example that you cannot please everyone no matter how hard you work toward providing the best possible client services available. This situation costed us alot. Something this client doesn't seem to understand.