The facts of this entire transaction are as described below: • Vehicle was inoperable 1979 Ford Bronco (did not run; did roll, brake, and steer) • Route was from Hanford, CA (just south of Fresno) to Valdosta, GA (south central Georgia, between Tallahassee, FL and Jacksonville, FL) • Route miles for this trip were 2,500 • Customer was quoted 7-10 business days to schedule, with 7-10 business days for pick-up and delivery; advised that it takes longer for inoperable vehicles as not all carriers are equipped to handle • Customer’s Account Manager left a voicemail for him on date of quote (10/19, 4:20 PM), requesting he contact her to confirm all details and begin marketing the vehicle • Account Management confirmed all details on 10/22, 2:00 PM, and we began marketing the vehicle • Account Management proactively contacted Customer on 10/26 at 11:10 AM to update him on carrier search – 3.3 business days after initial marketing efforts began • Account Management spoke with customer on 10/30 at 4:27 PM and reiterated that the average schedule time for a cross country trip is 7-10 days, and it was taking longer because of inoperability of vehicle. Customer indicated that he did not wish to wait any longer and requested that we cancel his move. • Account Management cancelled the move on 10/30 at 5:00 PM and indicated to the Customer that refunding via a credit card can take 3-5 business days due to batch processing • There were no cancellation fees associated with Customer’s transaction • Customer called in on 11/07 at 2:34PM and spoke with an Account Management supervisor. Supervisor committed to reviewing and getting back with customer ASAP. &am