We completely understand that Mr. Min Xu is upset and we sincerely apologize that his transport did not occur as he expected. Mr. Xu chose our Rock Bottom shipping option which is designed for customers who are not in a time crunch to get their vehicle transported. They are more interested in saving money than the time it takes to transport. However, MOST of our vehicles are picked up in 1-7 work days after the first available date, as we explained to Mr. Xu. Per the terms and conditions that Mr. Xu signed (and we assume read because he did sign stating he read them) it states that we have 14 days on the Rock Bottom option to get the vehicle picked up. If it is not picked up the customer has the option to leave the order open or cancel for a full refund. Many companies do not even offer a refund of the deposit. - Mr. Xu did call us 5 times over the course of 2 weeks (not 10 as he stated). We as well kept him informed of the status of his order throughout that time period via email and phone calls. - We have a full staff that runs our customer service and dispatch departments. Our senior customer service representatives are Kelly and Candie but we also have secondary personnel to handle our overflow calls to offer excellent service and keep call hold times down. Its interesting that Mr. Xu would make such an assumption when he has never been to our office. It is important that customers get to talk to the same representative every time. Who wants to talk to someone different every time they call? We are surprised he had a complaint about that. - We did cancel Mr. Xus order per his request and refunded his deposit immediately as we stated we would. We wish him the very best in the future.