New Frontier Van Lines

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 who 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 as if I was annoying her, and spoke to me in an 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 being treated like I was 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.

They misrepresented themselves. They lied. They stole. They lost our things and said that the contract we signed under duress protected them from any responsibility. I have the recordings to prove that Casey Taylor said this. Also, Olis Truesdell is not a real person, they claim he is the owner and manager and it is also a lie.

Super smooth this company was accommodating and efficient plus they packed and loaded my home with professional care!