Company Response Review Report Review
Car Transport Nightmare

Katie Submitted this review about Upscale Auto Transport
Review made Live: 12/27/2013 3:36:00 PM
I needed to transport my car from NJ to FL and I have never done it before. Little did I know that the entire premise of interstate car transport was a scam. The minute I requested a quote, I got harassed by at least 15 pushy salesmen all claiming their company was better than the other one and how all other companies lie to you. I ended up choosing Upscale because their sales person, Jason, swore to me that they have an impeccable record, that they will show up on the day that they promised, that they are fully insured and that I will get my vehicle delivered with no problems. Moreover, he gave me his cell phone number and told me to call him 24/7 with any questions or concerns. The day before delivery, when I was supposed to get a call from the assigned truck driver, no one called. I got in touch with Jason, who (after about 3 voice mails left on his phone) assured me everything was under control and my car was getting picked up as scheduled. The next day I took off work to hand my car over. Still no call from the driver and he wasn't picking up the phone (I got the driver's phone number from Upscale). After 5 or 6 follow-ups, I got the call from the driver telling me he was on his way and would be at my house between 1 pm and 4 pm. The time came and went, the driver never showed. I called and texted Jason about 20 times, called the driver, called the office about 10 times (no one picked up in Customer Service, when I tried to contact dispatch, they would pick up and then hang up right away). The next morning, I emailed Jason stating I was canceling the contract and wanted my deposit back. Then he finally surfaced, stating (and I quote): "The driver basically disappeared on us and my dispatch manager finally spoke to him this morning and he said we were CRAZY if we thought he was going to transport your SUV from NJ-FL when they are smaller cars in the area paying more than yours. Thing is Katie that we do not own these trucks and these drivers are not employed by us, our intentions are to get your transport done for you and save you as much $ as possible, but what ends up happening is that other cars get on the board and those people are willing to pay higher COD's to the driver so the market on the route changes, and the drivers are always going to opt for what is more lucrative to them". I would call it extortion, wouldn't you? I subsequently went to check Upscale's BBB rating, which was a D- and I am filing a complaint with BBB as well to hopefully drive their rating down to F. Never again will I ever use a company that lies right to your face. What a terrible experience!
Shipment Details
Origin State:
New Jersey
Pickup:
Never
Destination State:
Florida
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
108882-ES
Quote or Order Cost:
$650

Company Response
Upscale from Upscale Auto Transport Submitted this response.
Response Date: 11/22/2013 11:12:00 AM
Katie, We apologize for any inconvenience we may have caused you. Unfortunately our own carriers were not doing this particular route, we had to broker your vehicle to another carrier whose carrier needed maintenance done on his trailer in order to begin pickups, which did cause a major delay. We apologize for the delay, but unfortunately in the transporting business delays may occur. Also, we did attempt to reach out to you several times to schedule with another carrier. It was until we realized this post was brought up onto transport reviews, that you no longer wanted the services to be completed by our company. We simply tried reaching out to recover the delay that occurred. Again, we apologize for this inconvenience and if there is anything our company may do to recover you"bad experience" please contact us immediately. Warm Regards, Upscale Auto Transport