Hi Jarrett, Before the customer places an order, we have informed him of the complete transportation and import process of the order, and the customer has their own transportation agent who is very familiar with all the import processes. After the machine arrived at the port in the United States, it refused to pay the import fees. Any legitimate citizen should pay these fees, but the customer threatened us to help him pay the port import fees, otherwise he would cancel the order. I cannot understand how a legitimate citizen would engage in such behavior. We feel helpless about the customer's negative feedback now, as he have no reason to cancel the order and we are facing losses of $2000 or even more. For the quality and service of the machines, we have American agents and many good American customers who can help us prove it!. If you want to refer to the quality of our machine, please check below link:https://www.youtube.com/watch?v=_RD_M9SEUqQ