Thank you for your feedback, Ryan. For clarity, your shipment was dispatched as agreed, and a licensed carrier was scheduled for pick-up. Unfortunately, the driver experienced equipment damage that rendered the trailer inoperable—an event outside our control. You were updated on revised delivery expectations during a holiday week, and we continued working on your behalf, securing a replacement carrier shortly thereafter. The replacement option was presented to you, whereupon you chose to cancel service rather than proceed with the alternative - which constitutes a voluntary termination. As stated in our signed Terms and Conditions, once a carrier is dispatched to an order (and a replacement offered, where applicable) the brokerage obligation is considered to be fulfilled. Although you were not entitled to a refund, in accordance with these policies, we extended a goodwill offer of $150 refund (which would also have avoided the mutual burden of requesting & disputing a chargeback). We sincerely regret that circumstances were not optimal during the timeframe in which your order was active, but we remain confident that our team acted in good faith and within the bounds of our policy.