I won't bore you with all the details (just some of them). Suffice to say it was a complete nightmare in the days leading up to my reservation. I had to put my canine companion to sleep 2 days before I was due to pick up the van. That same day, the owner had written me that something (minor) wasn't working and since he couldn't fix it he was offering to cancel from his side so I wouldn't be dinged with fees. Too my dog to the vet. While going through that I decided it would be smart for me to accept his offer (no condition to be driving an unfamiliar vehicle). Got into email and he'd fixed it and therefore expected me to go ahead. I implored him MANY times. I talked to Customer Service. I MOST LIKELY wouldn't have even though about canceling until he mentioned it. But, since he'd fixed the problem, no dice. So, I went ahead and cancelled the reservation while following instructions on the phone with an agent. This morning (the day I was to pick up the van) I get a message that the vehicle is still awaiting me. Just went back to them and discovered to my horror that in my grief I hadn't pressed the right button to cancel. All I saw was that I'd get 1/2 back and stopped there.