AutoStar Transport Express respectfully disagrees with the customer's account, as several statements do not accurately reflect what occurred. The customer contracted AutoStar to arrange transportation for two vehicles. As stated in our Terms and Conditions, pickup and delivery dates are estimates and are not guaranteed, and AutoStar has five business days from the First Available Pickup Date to locate a carrier. Although a carrier was not secured within the initial five-business-day period, the customer did not cancel the order. The order remained active, and our dispatch team continued working to secure transportation. A carrier was subsequently assigned. At that time, the customer advised that one vehicle had already been moved and requested that the order for the remaining vehicle be placed on hold while they decided how to proceed. Several days later, the customer chose to cancel. Under our Terms and Conditions, once a carrier is assigned, the brokerage service has been rendered and the deposit becomes non-refundable. The customer's subsequent cancellation does not change that fact. We also clarify that AutoStar did not issue a refund that we later attempted to reverse. The customer initiated a credit-card chargeback, which AutoStar is disputing based on the documented order history and carrier assignment. For these reasons, we respectfully disagree with the characterization of events in the complaint and stand by our decision to dispute the chargeback.