New Frontier Van Lines Inc

I received competitive quotes from this organization, and initially signed up with them. I paid the deposit, but within the contractual 72 hours, cancelled and notified them. No response. I emailed the sales rep, Dave, who was so friendly when he was trying to establish the deal, but got no response. I called when my credit card bill came due. Dillon assured me that the cancellation and refund would be processed within 72 hours. But nothing happened. When my next credit card statement came with no credit, I contacted Dillon who said that they would now mail me the check, but there would be a two week delay since their CFO, who alone approves the checks, would be out on vacation. Four weeks later and still no check. Now when I call their "24/7" support line at all kinds of hours, all I get is voicemail saying they will get back to me within 1-2 business days. That's not really support is it? Sounds more like they are trying to filter my call. This company is unreachable and will do anything it can to grab as much of your money as it can without providing anything to you in return. Best advice is for you to avoid this company or have a really good lawyer ready.

Move size: 4 Bedroom Home Service cost: $5737

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.

Move size: 1 Bedroom Home Service cost: $8000

I don’t usually take the time to write a review. But now that I’m settled in I believe New Frontier Van Lines deserves it. I had to move from California to New York for my job and it was somewhat sudden notice. I had about a month to do all this and continue doing my job. You could imagine. Fortunately, I made the right decision choosing New Frontier Van Lines to facilitate my move.

Jason walked me through the steps and was very attentive and professional, even while I was on edge. He answered all my questions and didn’t mind going over everything. I would recommend them to anybody who needs to move and doesn’t want to deal with the stress that comes with that move.

Move size: 2 Bedroom Home Service cost: $2177

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!

Move size: 2 Bedroom Home Service cost: $5437

**CAUTION**THIEVES** This is not a moving company they are brokers and they brokered all of my belongings to a company that they say is “American Eagle Moving LLC”. Two months ago I watched all of my stuff get loaded into a box truck and “ its 3 days from delivery” every time I call. They have no idea where in transit my things are and have no way of telling me exactly when I will get my belongings. We are currently opening an investigation towards this company. This is the biggest scam of a company that has free will to exist under our constitution. That was everything I owned and cared about which was robbed from me and family.STAY AWAY FROM NEW FRONTIER VAN LINES.

Move size: 2 Bedroom Home Service cost: $1500

Moving is never fun, but I don't actually have words for the incredible incompetence and lack of professionalism demonstrated by New Frontier Van Lines on my moving day. I do have a genuine goal of deterring others from using this company for their move, so here is my best attempt.

I spoke with Jackson leading up to my move and he helped me understand the process, conduct a basic inventory of items, get a quote, etc. My particular move was quite simple; I was moving from a 1BR in Atlanta to Washington DC. My only request was that half of my items go to my new house, and the remaining half to a storage unit 3 miles away. Jackson assured me that this was no problem and would be done at no additional cost. I was also told that the quick verbal inventory conducted over the phone needed only to be an estimate, and that I could add a certain amount of weight at no additional cost. Great! I paid my deposit of just over $300 using the credit card I had on hand, and confirmed with Jackson that it would be okay to use a different credit card for the remaining cost of the move.

It's moving day, and the movers were scheduled to arrive between 8-10am. They called after 10 to say they would arrive at 11. I lived in a high rise and had to book the elevator for a certain shift, which ended at 11am. We manage to shuffle things around, but not without added stress and delays. The movers who showed up were unpleasant, unprofessional, and borderline aggressive in their efforts to squeeze every penny out of me; the power dynamic of them knowing I needed my items moved urgently translated to my consenting to substantial additional costs that I was not prepared for. Three things became clear almost immediately: 1) Each item I wanted moved that was not mentioned in the initial phone call would cost an additional price; 2) They could NOT drop off at two locations, irrespective of proximity and what they agreed to previously, and 3) Payment was only acceptable in cash or Postal Order, which meant I had to run to the bank. Also, when I inquired about which day my items would arrive, they said 10-14 business days, in sharp contrast to the 2-3 business days I was told over the phone. I expressed my feelings of outrage, and the movers encouraged me to call New Frontier Van Lines with my complaints.

I contacted Emily from customer service, who was apologetic and assured me my concerns would be escalated to management immediately, and that they would review the audio from my calls with Jackson. They would call me back later that day to discuss more. Not only did I never receive a call back, but my attempts at contacting them over the next 2 days were unsuccessful with my calls going unanswered. They screen their calls, and were clearly not able to handle the situation appropriately, so they chose to avoid it completely. I was surprised to receive a call from the mover on the next day saying he would be delivering my goods by the following morning; once again a call was promised with an ETA, which I never received. My family who needed to receive the items were forced to reschedule work activities on multiple days to adjust to the constant confusion and misstated delivery times.

The ending is happy in that all of my items arrived two days later and appear undamaged, but I strongly encourage anyone considering this company for their move to go ahead and look elsewhere.

Move size: 1 Bedroom Home Service cost: $1600

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!

Move size: 3 Bedroom Home Service cost: $7492

I wanted to start by saying that New Frontier Van lines have changed my view on professional movers. I finally had an amazing and easy move. I move every year due to my job, and I always had a horrible experience with movers, but, when I called New Frontier, from the moment I talked to Alex Reynolds (my moving coordinator) to get my moving estimate, to the moment all of my belongings were in my new home safe and not damaged, I had awesome, full of positive vibes experience. Not even talking about the amount of money New Frontier helped me save on this move.
Thank you New Frontier!

Move size: 2 Bedroom Home Service cost: $3450

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.

Move size: Partial Move Service cost: $1666