The guy may be well liked and generally a straight shooter. He may really be good family man and generous to those in the community. But It sounds like he made a mistake (to err is human) in this case and is unwilling to bend when it comes to correcting that mistake. Bottomline is you can't bring emotion to the table on a business transaction. If Cal is wrong, no one is saying he's a bad guy. Just that his business practices could make an unpleasant experience for a consumer if they are caught in the wrong circumstances with him.