New Frontier Van Lines Inc

Reviews

Dated rows only. Movers cannot pay to add, alter, or remove a review here. Licensed rows carry a small source label. Reader reviews are read by a person before they go live. How we handle reviews.

1. M

   Maria A.

   Source: MoveAdvisor · Chelsea, MA to Melbourne, FL

   12 Aug 20182-bedroomPaid $3,921

   I would give 0 stars if possible.

   The issues with this company are as follows: 1. Their customer service is unprofessional, rude and unhelpful throughout the process except during sales. They subcontract and take no responsibility for the company they hire. James is especially condescending and needs to seek a job that does not involve customer service. 2. The subcontractors, Safe Load Moving and Storage in New Jersey, came to my home without an updated list of items. New Frontier Van Lines said they would be given the new list and the price would be adjusted accordingly. I removed several large items but despite this the price was still increased by almost 1000.00. 3. I was told stairs would not cost me additional money but when subcontractors arrived they told me they charge for anything over 10 stairs. 4. Subcontractors arrived surprised they were expected to pack my belongings; a service I had paid almost $800.00. They did not bring sufficient packing material instead used items belonging to me, pillows and blankets that I was not even planning on bringing to my new home. 5. Delivery was set for 7/27 and instead the company informed me they were coming 7/21. On 7/21 I waited all day with no calls despite being told I would be given a time frame. They arrived at 6:30pm. I contacted Frontier Van lines 5 times with no results until 1:30pm when I was finally given a time frame. 6. New Frontier Van Lines has given me 5 different dates of delivery despite the contract being delivery guaranteed between 3-10 business days. I am still waiting and today is day 15 (business days). 7. I have requested to speak with either a supervisor or the owner of the company on several occasions and either been told outright “no” or been told I will get a call back and no calls have come. 8. On Friday 8/10, after waiting for the delivery I was told would be here on this date, I contacted Safe Load Moving and Storage and was “promised” my belongings would be here this weekend. It is Sunday and I am still waiting. 9. I was told clearly by New Frontier Van Lines that I could make the pick up payment with a credit card but when the subcontractors arrived they informed me they do not take credit. Yelp has accurate reviews of New Frontier Van Lines but google does not. I am submitting this complaint with any possible company and seeking legal consult. Be wary and never book a company that subcontracts!!

2. M

   Michael K.

   Source: MoveAdvisor · Oakland, CA

   3 Aug 20181-bedroomPaid $3,600

   Pending Move - but won't respond to issues I'm having.

   Already having a lot of issues with them right now. I had to get multiple quotes as Jacob, the sales guy I worked with, jacked up the quote he "guaranteed" would cover my estimate (I sent him a video walking through and showing my whole place). 3 days before my pick-up window, that quote got butchered by the QA manager who said everything was wrong and had to be changed. After a lot of negotiation he "miraculously" was able to get the price back to what it was supposed to be. I though "maybe they are OK." Once the movers came (note: they are a third party that books contractors for you) they mentioned a few random fees that were not part of my original contract (i.e. they said there is a fee if there is an elevator, while my contract explicitly says the fee is for stairs with no mention of elevator). They are also trying to charge me for using a used/broken wardrobe box they put a few "loose items" in (which I was told would be OK by New Frontier), tape for packing my furniture, and packing materials for my bed (which is clearly covered in my contract). They also charged for a long carry fee, which is the only thing that might potentially be legitimate (though I measured less than the steps in the contract). The worst thing is none of this was stated on the SIGNED contract btwn me and both movers. They are trying to charge me after telling me on a phone call. The big issue is I've now sent 3 emails to the Jay J, the manager who is supposed to QA/supervise this contract, and he won't respond. Will see what happens..

3. T

   Tory M.

   Source: MoveAdvisor · San Diego, CA to Vancouver, WA

   1 Aug 20181-bedroomPaid $2,500

   Check out Yelp for a more accurate review of this company.

   After using this company for a long distance move from California to Washington and the aftermath of it all, I find it hard to believe any of the positive reviews on this site are actual customers. Even Yelp had a warning that “too many positive reviews from the same IP address” were being posted so they had to take them down. Please save yourself the stress and do not use this company. I wish I would have gone with my gut feeling but it was my first experience with a move and it’s been an absolute nightmare. I’ve been waiting since May 11th for my refund and every week they have a new excuse as to why it hasn’t been sent (system down, owner out for maternity leave, owner out of country..yeah right). Already reported to the BBB.

4. J

   Jeffrey M.

   Source: MoveAdvisor · Myrtle Beach, SC to Grand Rapids, MI

   1 Aug 20182-bedroomPaid $3,000

   Move from SC to MI - Absolutely the Worst Service Possible.

   On 2/20/28, I contacted New Frontier to move my 87 year old mother's furniture from South Carolina to Michigan. I have since determined that all that New Frontier does is to aggregate moving jobs and farm them out; they are purely logistics coordinators, and be warned: they are terrible at it. Three things will happen if you use this company: they will underquote your move; they will not pick up and deliver on time; and they provide poor service and communication throughout the process. We were provided and estimate of $1740. We moved less than estimated and wound up paying over $3000 in the end (including, and I quote, a fee to "move the shipped items from the truck to the interior of the residence"). The company agreed to pick up no later than 3/20 and drop off on 3/28. Another company, "One Way Van Lines" sent one guy who could barely speak English four days late to pick up the items. Numerous calls had to be made to New Frontier to find out what was going on, and they promised delivery would still be on time. Nothing showed up on 3/28 and we received no call from New Frontier with any communication of what was happening. After several calls (we were transferred, hung up on, given the run-around for hours), we were told the delivery would happen 4/2. Monday came and went - nothing; no call, no explanation, and there we are Monday chasing these incompetents over the phone again. Now the story is that they subcontracted and have no control over the other company. Meanwhile - 87 year old woman with no bed, no furniture, no kitchenware, nothing while these people flail around unable to manage a simple delivery with a truck. The items were finally delivered at night on 4/12 after constantly having to call and find out what they were doing and where they were at. The boxes along with other people's goods were stacked loose in a box van and it was apparent these people had no idea what they were doing. A local contract mover that they hired to help too one look and called his employer to be taken off the job because he wanted nothing to do with it. So: BUYER BEWARE: This company is absolutely awful - the misquote, are completely incompetent, shift blame to subcontractors, are incapable as coordinators, and should be avoided at all costs.

5. S

   Susan

   Source: MoveAdvisor · Liverpool, NY to Hardeeville, SC

   14 Jul 20183-bedroomPaid $7,492

   Worst Moving Experience Ever.

   Sadly I found New Frontier Van Lines, while looking for assistance with a long distance move, and found they had 4 1/2 stars. I read a few reviews that were glowing so contracted with them. If only I had read on. I was quoted based on moving a 3 bedroom ranch at $5400. I put half down and was instructed to pay next 1/4 in postal money orders at pickup and last 1/4 in postal money orders at delivery. Specific dates were promised by sales agent which worked with my house closing and the start of my new job. From there it was all down hill!! I did not know they subcontract with movers and have little control from there. Communications broke down throughout the rest of what was a nightmare!! My furniture was to be picked prior to my house closing but they never came until the day after closing. You can imagine the trouble that caused with new owners and my delay in leaving to drive to South Carolina. Delivery was to be 3 days later to work with my new job starting the following Monday. As I am a widow, my brother and wife followed me down to help me settle after the delivery. Sadly they were home almost a week before the movers arrived. At that point I had to take a day off from my new job at no pay. What’s worse the promised delivery time of 8-9AM but did not arrive until 4PM and I could have worked most of the day. The most distrurbing part of this terrible experience was when the movers’ dispatcher called the day before demanding an additional $1493 in CASH for supposed square footage overage which I protested. I reviewed an item check list with the sales agent when I signed the contract and there were no additional items at pick up. The dispatcher said either I had the cash or the items would be put somewhere and not delivered. The other requirement was the cash had to be handed to the movers before they would off-load. I now know why, as I started to see the damage to several of my new pieces furniture. The scratches and dents to my dining room table top and legs, in addition to a wooden computer desk and chair and antique headboard made me sick to my stomach. They were unable to reassemble my bed that they disassembled 2+ weeks before. I reported the damage and cash demand to New Frontier Van Lines customer service and the response was they would email a claim form and requested pictures, but no reaction to the cash demand. I took many pictures while the movers were here and they knew how upset I was. I was told the claim process would take 45-90 days for arbitration. Seriously? I’m considering contacting my attorney anyway with these same details and damage photos. I’ve learned a lot from this terrible experience and going forward will take the time to read all reviews not just the few glowing ones!

6. D

   Diana M.

   Source: MoveAdvisor · Buffalo, NY to Denver, NY

   6 Jun 2018Partial movePaid $1,666

   Never, Never Use This Company!

   One star rating is still too high for this company. On March 26, I received a binding estimate from Zach at New Frontier Van Lines for $1666.00 to move my daughter's furniture and personal belongings from Buffalo, New York, to Denver Colorado and scheduled a pick up date for April 21st. Zach explained that New Frontier had a minimum charge for 2000 lbs and under, and that my daughter's inventory was well below the minimum, the heaviest items being a mattress and box spring, with the remaining 10 smaller items weighing well under the maximum for the quote I was given. On April 21st, the sub-contractors who identified themselves as employees of Direct Van Lines, showed up at my daughter's apartment reeking of marijuana, driving a Budget rental truck. After loading the goods on the truck the driver proceeded to tell me that New Frontier had underestimated the weight of the goods, that they (Direct) customarily did jobs by square ft., and not weight, and these few things were taking up almost 1/2 of the truck, which I could clearly see were taking up less than 1/4. They said "now you need to follow us to the weigh station to insure that the weight is under 2000 lbs".The weigh station was a 30 minute drive from where my daughter's apartment was located. This was the first time we heard anything about going to a weigh station and confident that the goods were well below the limit, we opted not to do that, but instead, asked the driver to phone us from the weigh station to let us know what the weight was. Later, the driver called and said that the goods weighed 3060 lbs, and that a payment adjustment had to be made upon delivery. I immediately called New Frontier and talked to Casey Taylor about this, she got in touch with someone from Direct Van Lines and after reviewing the inventory, they said that "the weigh station must have been calibrated incorrectly" and that Direct would honor the delivery rate as quoted. Direct also said that the delivery drivers would be informed, and that no additional money was owed upon delivery. After the truck left, I noticed that the driver had noted on the receipt that most of the goods were damaged, scratched or stained, which was definitely not the case because most of what was being moved was new merchandise, so once again, I became suspicious about the credibility of this company, I wondered how many times Direct Van lines had done this to unsuspecting customers with larger moves who couldn't dispute the weight. That was just the beginning of the nightmare however. Two weeks later I started calling New Frontier to find out where the truck was and Casey explained that according to the contract the drivers had 21 business days to deliver, which would have made the delivery date May 21st. I made several subsequent calls to New Frontier inquiring as to when delivery would be made, as it was imperative to have at least 24 hours notice for the person who was going to have to take off work to be on site in Denver to accept delivery. Each time I spoke to Casey, who is supposed to be a "Customer Service Representative" she acted extremely annoyed, and spoke to me in a condescending and aggravated tone. On most occasions she promised she would get a hold of the dispatcher at Direct Van Lines and call me back, but she seldom did, which resulted in my having to call her again and again and continually being treated as a pest. I talked to other customer service rep's as well, who put me on hold for 25 minutes at a time and never came back to the phone. Only one of New Frontier's customer service representatives named Kyle, returned my calls and tried to contact the drivers directly. On Friday May 18th he was told that the truck was impounded on the border of Kansas and Colorado due to a plant they were carrying that was not legal to transport across state lines. He said that the truck would be released in 72 hours, and delivery would be on May 22nd the latest. On May 21st I called New Frontier again, to confirm a delivery date, and Casey told me that due to the upcoming Memorial Day holiday, which was a week away, delivery couldn't be made until after May 30th. At that point, the goods had been in transit for 30 days, and with no definite delivery date available, I inquired about restitution for the extended delivery time. Casey informed me that Direct Van Lines agreed to take $200 off the balance for their failure to deliver in 21 business days. I requested that she get that agreement to me in writing at least 5 times, it never came. Finally, totally frustrated, I turned the matter over to an attorney, who found out that Direct Van Lines had their license to operate revoked, and upon threatening legal action finally managed to get the goods delivered today June 6th, 45 days after it was picked up. Of course, as anticipated, not only were the drivers unaware of the $200 restitution, but they claimed they were owed an additional $290 which they didn't pursue once they were given the balance in cash. This is just the first of my written complaints about both New Frontier and Direct Van Lines. I intend to lodge a complaint with the Better Business Bureau, and The US Attorney General's Office. Hopefully this review has deterred you from doing any type of business with either of these companies.

7. C

   Charlotte S.

   Source: MoveAdvisor · Kennewick, WA to Knoxville, TN

   6 Apr 20181-bedroomPaid $8,000

   Second part of first review two weeks later.

   We still don't have our things and Casey Taylor at New Frontier Van Lines has failed to get us in contact with a supervisor and owner a manager or anyone up the food chain. She has absolutely no compassion and she keeps reiterating that they have fulfilled their part of the contract. Their contract was the first contract in the only a contract we ever intended to sign it turns out there was a long line of Brokers that pad their pockets for to be exact what should have been a $2,000 move is an $8,000 move with tons of headache heartache and constant runaround. Despite what Casey at New Frontier Van Lines has to say their contract has not been fulfilled by them until we receive our things and we get our weight ticket and we get our reimbursements for of the overages.

8. P

   Philip L.

   Source: MoveAdvisor · Phoenix, AZ to West Chester, PA

   29 Mar 20183-bedroomPaid $10,000

   Move from AS to PA.

   This has been the worst moving experience of my life! It has been 3 weeks and our Furniture is still not even shipped, it has been sitting in the warehouses, every time I call they say they will get an update, but they never phone you back. DON'T USE THIS COMPANY! Once they get your money they don't care about you or your furniture, my Wife has several illnesses and sleeping on a blow up bed is making her very sick. We spoke to Luke Bennett, he told us in order to get our furniture on time we need to move on the 9th, we moved out a week early so it would be there on time, and still the furniture has not arrived. They will lie to you to get money then do nothing to help. And they will quote low then 2 days before the move add extra money to the quote. Then when the moving company get to your house they will use aggressive tatitics to try and force more money out of you. It's so corrupt! God knows what will happen when my stuff does get here probebly there will some way they will try and get more money. Please don't use this company.

9. D

   Donna W.

   Source: MoveAdvisor · Fountain, CO

   24 Mar 20182-bedroomPaid $5,437

   Stay Away.

   I THOUGHT I did my research before hiring someone to move me from CO to VA. I chose New Frontier Moving based on thier reviews. I had NO idea, they would contract my shipment out to a bunch of thieves who refused to communicate and held my stuff for randsom TWICE. The entire time I thought I was working with ONE company, giving New Frontier a $2150 deposit. When it came time for pick up was when I was told I needed to give AM MOVERS LLC $1794 Who the heck are AM Movers LLC out of Denver CO.. I didn’t hire them. I called New Frontier I thought it was a mistake. NOPE, I totally understood ESTIMATED” based on inventory. I gave away half my house the night before and still ended up with a total amount due to AM Movers $3280.00 ( for additional “ supplies” ) DOUBLE my original quote. At this point I assumed 1/2 on pick up 1/2 on delivery right.. NEVER assume anything! they took my stuff and I get a call the next day, they wanted $2496.00 to put my stuff on another truck and if I didn’t pay, they would not put it on the truck. ( ransom #1. . I was already locked in , they have my stuff and I am on the road to Virginia. My total move.was at the end of this nightmare was $5;430.87 So now, Fast forward two weeks, YES two weeks after I was told pay this money or we don’t deliver, numerous emails and phone calls later asking where’s my stuff?. I am thinking it’s being sold on eBay at this point. All I was getting was , they will call 24-48 hrs in advance. They gave me FIVE (5 )hrs notice. I was attempting to get the last and final payment in cash from ATM and had a limit. Oh NO, now what?? was told if I dId not give them cash, they will take my stuff to storage. ( randsom #2) I tried to tell the driver that New Frontier and AM Movers said I could give as much cash as possible and charge the rest. His exact words.”I don’t work for either one of them, I just delivery guy, I was hired to deliver only, no cash, no delivery I will take your stuff to storage”. I borrowed the rest. Needless to say, when they showed up here my boyfriend asked me to leave because I probably would have been arrested. I come back half way thru, and “delivery guy says to tells ME to,take the blankets and wrapping off my furniture. I am thinking now, this guy has a death wish..At this point I’m so angry I took all my aggression out ripping thier tape and blankets off I wanted them gone AND they still had half my stuff on the truck, already had thier money, they could just leave, with my stuff. They refused to set up anything, dropped everything ( including three boxes that aren’t mine) . Damaged my brand new washer and dryer. Rude, unprofessional thieves. And in my opinion are a direct reflectionion of New Frontier, which is sad because II did have faith in New Frontier. Do yourselves a favor and STAY AWAY!

10. T

    Tina L.

    Source: MoveAdvisor · Elephant Butte, NM to Ardmore, OK

    27 Feb 20183-bedroomPaid $7,000

    Horrible Experience.

    Worst experience I've had to go through. I was helping my father move from NM to OK. They quoted me a price which was almost half of any other company that quoted us. Therefore, I went with this moving company. They ended up charging us 3k more than anticipated and our hands were tied as it was less than a week of us closing on our house. They left two items that they realized they had forgotten when they were 2 hours outside of the move. When they got to OK to deliver the items, they basically held them ransom until we paid them. They then informed us that they had forgotten the items and oh well. We received a quote for moving the items left, which was 502.66. The company refused to pay. They also broke tile inside my father's house which cost $476.00 to repair. I have to go through a 3rd party and 6 months to see if they will pay for the damage. This company quotes lower prices to get you to use them and then when it gets close to the move they charge a significant amount more. At that point your hands are tied, because it's too late to get another mover and you've paid partial down. HOW DO THESE PEOPLE SLEEP AT NIGHT?? I WOULD NEVER USE OR REFER THIS COMPANY. Please feel free to pass this information on; as I would have found it helpful.