We confirmed a carrier for this transport within one day of receiving the request from the Customer. We were not advised and seemingly the Customer was not aware that for this transport to be carried out we would need to be provided with information such as the purchasing company name so that the vehicle could be released by the auction. When we became aware more information was required we worked with the auction and the seller to try to get the vehicle picked-up on not one, but two seprate occasions. Our Agent Max and the Customer Service team including the Manager were in contact with the Customer to explain the situation and to try to re-arrange the transport without incurring rescheduling fees but, although we had another carrier available and despite being within our 10 day contract, the Customer declined to use our services. As a gesture of goodwill we have issued the Customer with a refund of the deposit he paid. We did everything we could to arrange this transport despite not being provided with all required information.