We take great pride in helping our military members move their vehicles. This customer was provided clear and easy to follow instructions on preparing his car for delivery to a military Vehicle Processing Center. Unfortunately he did not follow them. This resulted in delays, a driver having to spend valuable time processing a car that could not be accepted and taking away time from employees at the processing center that could have been used assisting military members whose cars were ready to ship. This vehicle had to be reloaded and driven to another facility to be cleaned and have gas removed, both items explained on the “Preparing your car for delivery to the VPC” checklist. As usual, failure to follow and complete instructions can result in fees. These fees were charged to our company due to his noncompliance. We attempted to work with this customer to reach a friendly resolution but were instead met with stubborn refusal to accept any responsibility for his actions. We regret that he had to pay the additional fees but as a he is a member of our armed forces we assumed he could follow instructions the first time.