I am responding to Complaint ID# 100109672. We take all complaints very seriously and have reviewed the order that was taken. The carrier we had assigned was scheduled for pick up on the 15th and delivering the 25th, there 1st avail date was on the 9th as they requested and with in days we had a carrier dispatched on the 05/14/2018 at 9.40am , When calling them to let know the great news the customer was unreachable and we had to cancel the truck . In our contract we send out , we have the customer review it and go over before signing off on , it clearly states we have 10 business days to assign a carrier. We had made many attempts to reach the customer via (text, phone, email ) on different dates and did not receive a response. So at that time we had cancel the order, and waited to hear back from customer . We would love to transport the car and give them 5 star service and like we give so many other happy customers . Unfortunately we were unable to reach them - We try very hard to accommodate our customers, and would like to continue to do so if the opportunity should present itself. Unfortunately at this time considering the circumstances we have placed a one-time fee of $100 for Cancellation and non-response from the customer. Please also see included dispatch confirmation, contract, and date/time stamps of reaching out to the customer. The Customer is more than welcome to call Customer Service 24/7 1-888-885-9123 Option 2 to reopen the order at any time.