New Frontier Van Lines Inc

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.

Move size: 2 Bedroom Home Service cost: $3000

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..

Move size: 1 Bedroom Home Service cost: $3600

RUN AWAY _ MONEY LOOTERS_WORST SERVICE
Minneapolis to ARIZONA
* Gave me Quote 1750$ As per weight, I booked with 600$
* before 3 days gave me call I.e. quality department and now its as per space in truck ,took inventory again, now new PRICE +2000$ total 3750 $ out of which pay by debit card 1100$ rest you can pay half in credit card and half when you receive ITEM - (which also BIG LIE) , if you don't pay NOW loose your 600$ for life which you gave when booked. I PAID
* Movers came , they fought on property, swearing to KILL each other, loaded my 80% stuff and said you will require more space give us 500$ more , I INSPECTED THE TRUCK reasoned with them and then they said yes its not that much then also took 250$ , so wrong estimate and loot, they ALSO SAID GIVE CASH if you do CREDIT CARD 10% extra
* WHEN RECEIVED ITEM 2000$ BED SET broken (attached photo), 1600$ SAMSUNG Curve TV BROKEN ( which was in original box and PACKING) Photo attached
BIGGEST TRICK _PAY ATTENTION PAY ATTENTION-> guy who will book your booking in start , he will always leave company when your stuff is going to be picked, someone else will call from quality department will speak in RUDEST MANNER and loot the money
WORST CUSTOMER SERVICE- never pick phone if pick they will treat like you are slave and work for them.

Move size: 1 Bedroom Home Service cost: $4200

Do not use this company!! I ended up having to pay over 1000 than I was originally quoted! Never mind the money though. We moved from Chicago area to Houston. They said it would take two weeks. We paid extra to have it delivered on or around January 2nd or 3rd. They guaranteed it would be delivered then. We moved down waiting for our stuff. I called serval times asking when it was going to arrive. First couple times I heard just a few more days running behind.. long story short took over a month to get our stuff. When it arrived it was damaged and they had us pay an extra $75 for stairs after being told the number of stairs we had was included. This company is a [EDIT] scam. Don’t waste your money.

Move size: 2 Bedroom Home Service cost: $3000

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!!

Move size: 2 Bedroom Home Service cost: $3921

This company is shady, immoral and unethical. Had a guy named JJ blow up my phone and quickly inventory the items in my house for a
Moving quote which came out to $2600 with a promised move date from Austin to tampa. Well the move date changed and the move ended up being $3500. Called customer service and woman was rude, sounded asleep, and basically told me that it was my responsibility to know what the guy was telling me was just a quote and the inventory was just “too see what I was moving.” So they are going to tell you one thing on the phone initially, send you an email with something else which will eventually disappear out of your email and then transfer to a verification department which tells you the real deal while you have that low too good to be true number on the brain. Facebook page FULL of 5 ratings all by fake profiles and then all 1s by real people with the EXACT same complaints as me.

Move size: 2 Bedroom Home Service cost: $3598

Please please do not use this company for your moving needs -- they are a huge scam! I found the company through ConsumerAffairs.com and they promptly called me to discuss a quote -- it came in WAY under other quotes which I thought was surprising, and based on these reviews I decided to go ahead with them. They said at that time that my stuff would be delivered in 3-10 days, it would be all based on verified weights, etc. They also promised that the company would expertly wrap my mattress/boxspring for free as well as 1 TV. Finally, they confirmed that the company would handle all parking permits (my moving location was in Center City Philadelphia) and be able to put the box spring out the front window as it didn't fit any other way.

Then came the week of the move. I hadn't heard from anyone within 48 hours of my move so I called my original dealer who sounded surprised I had called him and couldn't help me. A different man called then and realized my initial valuation was completely wrong (I had told the original man I had a bed, and so he put in a mattress but didn't include a boxspring, headboard, etc). I also took away a sofa and added 5 boxes, but the price DOUBLED. I confirmed with them that day I could pay day of with credit card (was worried about them scamming me for money).

Then came moving day. The movers never called to confirm a time, so I had to call. No permits had been put out, and they blamed me. They took one look at my stuff and INCREASED THE PRICE again (now from $1500 for a 1 bedroom move to $4500). They promised all of it would be confirmed with weight receipts. They also refused to hoist my box spring out the front window (and only agreed after I about lost it on them). The contract that they forced me to sign that day said they hoped for 3-10 BUSINESS days but it could take up to 30 BUSINESS days for a coast-to-coast move. They also would only accept cash/check on arrival and CASH only on delivery.

Fast forward over 8 weeks later. New Frontier Van Lines would not answer or return multiple calls for assistance. Calling the contracted moving company daily finally got them to answer and my stuff got delivered. They tried to demand even more money, but we got that solved.

As you can see, this company is BAD news. Don't trust them. All the reviews on here have to be fake because they are horrible people and a horrible company.

Move size: 1 Bedroom Home Service cost: $4500

New Frontier did an amazing job with my recent move. I had the platinum packing included and they took care of everything! They handled everything with care and had it all packed and loaded fairly quickly. My things were delivered 5 or 6 days later and they contacted me the day before to let me know around what time they would be arriving. The movers unloaded my things with the same great care and they put everything in the room I requested. Reassembly was included and the only thing left for me to do was unpack my boxes. Very professional experience from beginning to end. If you’re looking for 5 star professional movers I definitely recommend New Frontier Van Lines.

Move size: 3 Bedroom Home Service cost: $4328

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 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

I have never in my life dealt with such an unprofessional. RUDE
bunch of liars.
Not ever sure sure to begin. All I have to say if you call NEW FRONTIER VAN LINES be prepared whatever your quote was to be re quoted when your moving truck arrives//if it even arrives!!
so here it my story/nightmare story!
I called NEW FRONTIER after my son called to say he was leaving his job in coral gables fl to move back home to NJ to save some money. Graduated UM last year and I purchased some nice furniture
I was trying to figure out if it was worth it to move furniture home or just sell it in Miami!
I Called DOUG. after going over all furniture piece by piece to get a good estimate. keep in mind this is why you get an estimate so you can determine if its worth the move. only a very small one bedroom
600 sgft. DOUG gave me a quote of $2,100 0r $2,200
and again there was no surprises when the movers showed up we went over piece by piece and size.
I asked if there would be any additional charges he said no!
So at this point it was worth it to move furniture back to NJ
he informed me there was a 3 day window but I would def know 3 days ahead or at least 48 hours.
I booked it it required a 50 percent deposit balance due upon delivery
My window was Aug 24, 25 and 26 my son had to be out buy Aug 27th
so a week before I kept on calling to see if I could find out a day because airline was getting really expensive. I did explain I lived 2 hours away and wanted make sure I had enough notice.
after many phone calls they confirmed a date of Aug 25th
great. I booked 2 tickets back for that night! all confirmed Aug 25
THE morning of Aug 24th at 9:30 am now I am just finishing up a closing. I get a call from NEW FRONTIER HI we will be there by 11;00 am. I said why are you coming today you must have the Wrong person. the move is tomorrow its confirmed.
no it will be today. window 11:00 to 2;00.
I panicked and said I can't be there. I'm 2 hours away and have to move myself today. it was scheduled for tomorrow.
WELL sorry this is within your window. if you can't make it we can try for Sunday. now I have my airline for Saturday because this is what they told be (as I mentioned earlier. BIG liars).
Long story short. I jump in my car. had to pay help to move out of my house. drove in A RAIN storm to make it. calling dispatch explaining will be there shortly. they said just be there by 1;00 all is fine. suddenly I realized if I move today and airline tomorrow I need a hotel. 2 rooms. so booked at the Hyatt 2 rooms in coral gables
out of cancellation period of course same day!
I get there 12;30. great. waiting. waiting. waiting.
finally call dispatch. what's going on. oh call new frontier for an update CLICK.
I called. oh the truck broke down ( probably a lie)
we will try for Saturday or Sunday. so now I'm out if cancellation
policy for my hotel rooms and airline. I begged for at least Saturday
CASEY the manager who by the way is beyond RUDE and NOT helpful at all! she does call back after hanging up on me
and made with new company for sat between 12;00 and 2;00
I asked this company is the same price right! and will use my deposit
from other company. they confirmed. yes all the same!!
BTW I have every conversation taped. even the first with Doug !
so movers show up. 12;00 all is good Well so I thought
he asked if I had tools?? really a mover without tools. I said NO I gave them all away. I'm moving..
he starts taking a video.and says he will be back shortly. I explained
my dilemma. they cancelled the day before I And I had a flight out by 5:00 if he would be done. (would leave him 4 hours). small place
after 45 minutes. I walk down to his truck. what's going on
he said he was on the phone with his boss pricing the job??
I said I have a price nothing has changed? he said he had no idea the move was going to NJ. I showed him the contract with moving address. he said he was not aware. needed to price
informed me it will be a BiG price change after another 20 minutes
I asked for his managers number. some beyond rude man
( I need to get moving companies name and will re-post) frontier is only the sub contactor!
says ok $4,000. THIS iS DOUBLE!!
I said why double. I gave sizes and all pieces. why?
he said that's the price honey take it or leave it! so they were holding me hostage bc they knew I had to leave and be out of apt !
I told him I'M NOT PAYING 4,000 THATS CRAZY let me get DOUG who originally quoted me half the price on the phone.
the guy walks back over to me hands me the key and says I'm not doing the job and pulls away..
so now I'm stuck in Miami with an apt full of furniture with a flight in a few hours. of Course I called CASEY she informed me oh we can get someone there Sunday lol lol. like I trust them .
why so they can double the price again, maybe triple or the truck would brake down or not show up! and give me the run around again. besides everything needed to be out by Monday. they could not be trusted at this point ! she said well you are still in your window period your have to use us. again LOL it would of never happened they would of sent another scam artist knowing I had to be out and double changed again. and I would of been fined by apt bc my lease was up.
somehow god was on my side.
the manager of my sons building knew everything what was going on gave me the number of a moving company. . ABC movers
( I will be posting review) AMAZING. he saved me ..
he was there in 20 minutes.
NEW FRONTIER told me well your not getting your deposit back if you use someone else.
I WILL see them in court. they are scam artist lied over and over.
doubled the price. READ all these other reviews.
please contact me if you had the same problem.
I will be filing a complaint with the better business bureau
which by the way. there are many!!
I am also looking into a criminal complaint.

Move size: 1 Bedroom Home Service cost: $4000