Company Response Review Report Review
Upscale is a POOR and DISHONEST broker. Be sure to read the UPDATE at the end.

Brett Submitted this review about Upscale Auto Transport
Review made Live: 6/13/2012 3:14:00 PM
First, let me say that once I was actually put in touch with a trucking company, the process was fine. At least in my experience, Upscale Auto Transport is nothing more than a broker, and a poor and dishonest one at that. I had an original first pick-up date of Friday, 4/20 and was told I would receive a call the day before the pick-up with pick-ups in my area on Friday, Saturday, Monday and Tuesday. Because I did not have a guaranteed pick-up, I did not inquire as to why it was not picked up on either of the first two days until later in the weekend. I could not get a hold of anyone directly, but left a message, which was not returned. When I finally spoke with the broker, he stated that he doesn't check voice mail, but that maybe he should start doing so. Once I finally got in touch with someone on 4/27, I was told that the trucking company attempted to contact me on 4/19 or 4/20 to arrange the pickup, but that they were not able to reach me. I later learned that this was a blatant lie. I knew it was untrue because I had no call records on my phone that could have been the trucking company attempting contact, but I wasn't sure who was lying, Upscale or the trucker (apparently my broker was unaware of caller ID logs). I was then told that the vehicle would be picked up on 4/30, which meant that I should expect a call from the driver on 4/29. After not being contacted again on 4/29, I called Upscale yet again on 4/30 and was finally given a contact number for the actual shipper/trucker. Once I got in touch with the trucking company, they informed me that they were never notified of the pick-up until after I called on 4/30 to find out why I had not been contacted the previous night. The trucking company quickly picked up as promised later on the evening of 4/30 and delivered my vehicle on 5/3. The trucking company itself was courteous and responsive - basically the complete opposite of Upscale Auto. I would never do business with Upscale again. Also, read their contractual fine print closely because it is written completely in their favor to the point where you waive the ability to dispute their charge with your credit card company. They probably have to do so because their brokers, or at least the one with whom I dealt, are so careless and/or incompetent. All my broker seemed to care about was getting the finder's fee and moving on to his next potential deal. He seemed not to care about actually ensuring that my vehicle was properly transported................................................................................ UPDATE: Upscale confirmed everything I suspected about them in my original review above. After I posted the original review in early May, I got a call from someone at Upscale asking me to take it down. I asked what was inaccurate and their only response was that they would appreciate me removing it because it is bad for their business (as if poor service is not bad for business). After I refused to take it down, the person stated that he had ways to have my review removed. I told him if he did, that it would only confirm that he runs a shady business. On June 4th, I got an e-mail from Transport Reviews notifying me that my review had been removed because Upscale "is unable to locate your order and has no way of proving that you are a customer of theirs." Considering that they called me the same day I originally posted it, this was clearly untrue. They knew exactly who I was the entire time. After I submitted the necessary documentation proving that I was a customer, which Upscale had to know I would have, my review is now back up. So, not only is Upscale poor and dishonest, they are not very smart. Some people may have had transports go off without a hitch (although I suspect many of the positive reviews on here are fake), but I did not and their attempt to silence my dissatisfaction should be known. You should also know that days after my original bad review (and 3 months from the last review before mine), three positive reviews on 5/10 suddenly appeared. Draw your own conclusions. Just beware of what you are dealing with before using them.
Shipment Details
Origin State:
Texas
Pickup:
Late
Destination State:
Virginia
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
17611
Quote or Order Cost:
$500

Company Response
Upscale from Upscale Auto Transport Submitted this response.
Response Date: 8/6/2012 6:14:00 PM
Brett, On Upscale Auto's behalf we have apologized multiple times about your transport. The representative who was in charge of your order, as an FYI, has been fired due to not taking care of their customers and a few other issues (i.e. telling customers incorrect pickup dates and times etc..) All in all your vehicle was only delivered late by 1 day due to the company we had previously dispatched your vehicle to had a mechanical problem with their truck, causing us to undispatch and find you another driver. In my opinion we did our job, quickly and efficiently, and found you another driver for the very next day to pickup your vehicle. In all, we did provide you the service of transporting your vehicle and even offered you a discounted rate on your next shipment due to the issue stated. We'll be more than happy to ship any of your future needs and show you how exactly we have obtained our 5 of 5 star rating. We wish you the best and appreciate your business.