Hello Tom, we're sorry to hear about the inconvenience. When a customer books an order with Montway, they authorize Montway to assign a carrier to transport their vehicle. Montway provides all communication via email for easy confirmation of the services provided and how the process works. As a broker, our team will reach out to all possible options to transport the customer's vehicle. Montway informed the reviewer that we had a carrier option for open to which they declined. We informed them at this time that we'll continue seeking an enclosed transport option per their request to which they acknowledged. The reviewer never advised us they wanted to cancel at this point. Per our terms (https://www.montway.com/terms-and-conditions) that the customer agrees to when they book, there is no cancellation fee if a customer decides to cancel prior to us dispatching a carrier. Montway dispatched a carrier per the customer's request and was advised afterward that they wanted to cancel. Therefore, a cancellation fee was charged as Montways service has been completed. Regardless, we reached out to the reviewer to try and provide a resolution and have not heard back from the reviewer. We'd love the opportunity to try and help and ask that the reviewer call us at (224) 300-5391 or email feedback@montway.com. Sincerely, Montway Auto Transport