As a policy we always explain the Auto Transport process for all our customers. At the pricing that Craig wanted to try and ship his vehicle, it was difficult to locate a carrier that met our criteria and had good references. This is why we didn't have any bids for him. When we did finally work something out for him he already went with another company for more money. Kat was taken by surprise by him going with another company and not letting us know, but never hung up on him and would never do that. We pride ourselves on our customer service and are disappointed that we let Craig down. As per our guarantee we never charged Craig any money whatsoever and there is never a cancellation fee with us. We invite and hope Craig may try us out again to see that his experience is highly unusual for us.