Dear Rei, We apologize for the negative experience that you faced. As per our records, we assigned a driver to pick up your vehicle and when he showed up, the vehicle was not released. Since the driver reserved you a spot and drove all the way to your pick-up location, he demanded a cancellation fee. The broker reserves the right to apply a cancellation fee according to the contract. We do not reject our responsibility and customer satisfaction is our number one priority that's why we will be contacting you shortly to solve this issue. Thank you for your service and for your honest feedback!