I spoke with Mr. Madsen on 10/22 when we set this order up and discussed dates for pickup with him thoroughly. He explained that he was leaving for Hawaii on 11/4, but that he would prefer pickup on 11/1 if possible. I explained to him that just to play it safe we should make it available for pickup as early as 10/28, but that we would put preference for 11/1 and he agreed. That same day on 10/22 we assigned a carrier for pickup estimated on 10/30. These carriers always get a 2 day window and we explained to the carrier that if there is anyway they can hold off until 11/1 that would be great but if they had to stick with 10/30 our client will make it work. On 10/22 my customer service rep spoke with Mr Madsen to inform him of the dates and provided the carrier’s info to him. On 10/30 Mr Madsen called me to inform me that he was unable to reach the dispatcher for the carrier we assigned. We reached the carrier immediately after I hung up with Mr Madsen at the number provided to him and requested them to call Mr. Madsen to update him for the pickup. We did not hear back from Mr Madsen until 11/1…..and that was because we called him because the carrier called us complaining that Mr. Madsen keeps delaying the pickup. On 11/1 the carrier could not wait any longer as they have other cars and schedules to keep. They tried to pickup the car in the morning on 11/1 and all of a sudden Mr. Madsen is at his closing and could not release the car until a later time that day. Keep in mind this is the preferred date he gave me when we set this up and delayed the driver for 2 days . Regardless, as soon as we were made aware of the situation…..by the carrier, not Mr Madsen….both myself and my dispatcher tried to rectify the situation immediately but he hung up on both of us when we called because he was already upset with the carrier’s dispatcher. Even though this carrier did everything they were supposed to I could have easily found a replacement quick enough on this easy route from Las Vegas to Long Beach. I even left a message for him (after he hung up on me) to let him know we wanted to get another carrier for him. Mr. Madsen sabotaged the pickup with this carrier and would not even talk to us in order to get a replacement. We did everything correct for this client. We had him scheduled for pickup within the dates he asked for, we also set up Matson to bring it from port to port and the carrier bent over backwards trying to accommodate his changing dates and addresses. We are an honest company and we do things right. We did exactly what we told the customer we would do and the carrier did what they were suppose to do- the only person that did not do what they were suppose to do was the customer. He held the carrier up for 2 days which cost the driver money, he hung up on us multiple times while we bent over backwards trying to accommodate his ever changing schedule, and he still was not happy. We have absolutely no problem refunding the deposit if any customer decides to cancel prior to us reserving a carrier. This is even stated on the contract that each customer signs. And in the rare event a carrier does not fulfill the pick up agreement, we ALWAYS give our customers the choice of a refund or a different carrier. But in this case there will be no refund given since we did exactly what we were suppose to do.