First off, let me just say that we understand Mr. Oh's frustration. Being shorthanded has proven to be quite a challenge but much revamping on our part has eliminated some concerns in our phone/email situation. Mr. Oh placed his order right before closing time on 12/31/08. We had a driver assigned to his vehicle by noon on 1/2/09. We were quite excited as Long Island NY to Kansas is not a popular run. After several days of trying to pick up the vehicle, the truck driver called to cancel, saying that the customer's paperwork at the dealership was not completed. We immediately went back to work trying to secure another driver. We did offer a refund to Mr. Oh on several occasions, but he said he preferred to wait it out, as we were trying hard for him. It did take a while to secure another driver and by the time we had, the prices had gone up. We threw in $50 of our brokerage fees, but the truck driver wanted another $25, which the customer agreed to. Not every phone message was returned but we spoke with Mr. Oh on a daily basis, several times before and after business hours. Our main concern is getting the vehicle moved and it is not feasible to update each customer by phone everday, we email the customer as soon as we secure a driver. Please feel free to give us a holler, if you have any questions. Thanks!!!