Frontier Van Lines, LLC

9 Reviews: Add Review

1. It was worst experience.

   1) My first point is "Frontier Van Lines LLC, TX " are an agent, not a moving company.
   2) On my moving day, Penske came over and estimated all my items. They asked $2000 more on what Frontier Van line estimated. I didn't agree on the cost and I interpreted his estimation sheet and found that the cubic feet of the items were wrong. Most of the things were exaggerated. But he didn't agree with the actual size. Then I called Frontier Van line and negotiated the price and reduced $1000 from overall cost. Then they packed everything and moved on July 5, 2016.
   3) We were waiting for a month to get all our items to the new place. Those days were stressful.
   4) Finally, after a month, a truck driver called me and said coming tomorrow (August 8, 2016) to deliver my households.
   5) Driver evaluated my apartment and said his truck can't come inside my apartment. But there is plenty of room to run the truck. I tried to convince him. But he never agreed and asked me $200 cash otherwise I have to get a shuttle service which could move my things from big truck to small truck. And also it may take few more days. I was cornered. I agreed and gave $200 otherwise I have to spend around $1000 for shuttle services.
   6) Finally, he called a couple of freelancers and moved my stuff. Those are not professional movers.
   7) They damaged lots of my items when they moved from truck to home.
   8) All boxed already tore up and the cockroaches came out and spread all over my home. They brought all cockroaches from their warehouse.
   9) Since I have signed up for insurance I have submitted my claim form for all my damaged items. Based on the weight of the items, they should give 60 cents per pound. I have submitted all photographs of the damaged items and weight and its original bills. As per the calculations, they would have been provided $580. But they sanctioned only $60. After my negotiation, they added $30 and gave $90.
   
   I no need to say about Frontier van Lines. You can judge them based on my true experience.

   

2. Lied so many times.

   Terrible people..I moved from San Antonio to Lexington, KY. They stated my things would be put into storage. (I had a two week window to get to KY.) They DID not put in storage, my boxes were all split down the sides, they broke my shelves and my TV has a huge spot on the screen from sitting on a truck for 2 weeks.
   
   They lost my guitar. I filed a claim. The driver had lied to me for months stating he would get it to me. They only gave me $70 for a very nice guitar that was very special to me.
   
   The drivers, when unloading, made me go get them water bottles..didn't realize the moving services expected us to be their slaves. But I am a younger female and when two large men are moving my stuff in..I suppose they feel harassing me to go to the store to buy them water was ok.
   
   Terrible company and people..stay away.

3. Cheater's . Dont even Trust these guys. Customer care service (Fred, David Stevens and other ladies).

   Cheater's . Dont even Trust these guys. Customer care service (Fred, David Stevens and other ladies) SUCKS a big time.They missed my TV and Broken my Dresser while we moved from Houston TX to Alpharetta GA.Closed my account during the cliam process.
   My Moving #563538. They redirected me to file a cliam at movingcliam.com waited for 90 days and I was forced to end up cliam amount of $68.
   They all always say I Don't deal with Drivers or Storage people.

4. Horrible and stressful.

   I definitely won't ever use this moving company again! HORRIBLE! Items arrived a month later! Was told during the online quote that my items would arrive by a certain day and they lied! Then they picked my items up and sat it in a warehouse for 2 wks prior to moving it towards my state. They also trick you and make you think they are moving items towards you on pickup to buy more time to find a full load, then send you a delivery ready to move form weeks later, which THEN initiated the move. It's ridiculous! Tracking exactly when it will arrive was also a major issue. Nobody knew anything nor could contact the driver! This company made my move SUPER stressful! The employees just gave me the run around and didn't seem to care. When my items arrived, the movers didn't even assemble the tv on the tv stand along with other things I requested! Don't use this company if you want a smooth transitional move.

5. Don't Use This Company.

   They picked my stuff up on 12-27.. delivery date was 1-3. They showed up on 2-16 and there were several items missing/stolen. Very difficult to deal with on the phone. Don't use this company. The drivers don't even work for them. They hire them out independently and they pick when they want to take your stuff. Also, the final price was double the estimate. They are bad people.

6. The worst customer service!

   Please don't use this company! I had an absolutely bad experience with this company. After they get your items and your deposit and 60% of the money up front, they will never contact you again. My coordinator never returns my phone call, and she always pretends she is not in the office, never return voice mail. They will also lie to you. They said my stuff would be delivered on 17th, and when I finally called so many times and got 1 person spoke to me on the phone (using different phones, because they track phone numbers) and she told me that my stuff are not even loaded. They also said they were so busy that I was taking too much of their time that they have spoken to me for more than 5 minutes. Then hang up on me before I finish asking my questions.
   Also, they will overcharge you, the final price I paid is so much more than the original price I was quoted and they won't even give you a reason.
   In addition, in the beginning when I was shopping for movers company and I found out that Yelp review for this company is only 1 star. I talked to my coordinator Laura and she said this review is for another company in PA, and then she sent me a website with all five-star reviews about their company. Turns out they fake reviews and that's very unethical.
   Also, the customer service is very rude!
   For example, one lady who is the customer service on the phone would say:"No matter how much you call me, it doesn't make any difference, I am in California."
   Another customer service lady said:" you can give us crazy reviews and I don't care a thing!"
   And another customer service lady said:"Please don't call us again!"
   And they will block your phone numbers.
   I don't even believe why they are still in business? I hope in the future better business bureau can do something about it to regulate mover companies.
   Anyways, my lessons learned is - never use frontier van lines movers anymore. Definitely a waste of my time, a waste of my money and a waste of energy. I will never recommend this to my family, friends or people I care.

7. Complete and Utter Dishonesty.

   25 days to deliver less than half of our belongings! For god sake, they lost our dining table, coffee table, 5 boxes, glass table top etc. Frontier charged one-half of the total to our credit card and attempted to collect the full amount in cash or postal money order. Frontier loaded our things in Oklahoma and after the fact up-charged us for what they called additional cubic footage (which seems to be an industry standard). Should anyone know of an oversight entity for this industry or have experienced the same situation with Frontier please contact me. My email address is allan8833@gmail.com. Additionally, should anyone know who the president/CEO is of this pathetic organization please let me know. Beware!

8. Customer Service Nightmare.

   I had an absolutely miserable experience with Frontier Van Lines, culminating in complaints to the Department of Transportation and a visit with a lawyer's office before my shipment finally arrived. Please, if you value your sanity, avoid using this company. The trouble began about two weeks after pickup. I got a voicemail saying that my shipment would arrive between August 17th and 20th. So far, so good.. only it didn't show. I called customer service, who gave me no explanation but told me that it would arrive on either the 23rd or the 24th. Again it didn't show. This pattern repeated ad nauseum over the next several weeks. Various people with the company assured me that my shipment would arrive on August 27th, August 28, August 30th, September 1st, September 2nd, and September 3rd, September 5th, and so on.. but it never arrived on these dates as promised. This was incredibly frustrating to deal with, as I was coordinating constantly between work and family members to make sure that someone would be on hand to receive the shipment. Another problem I encountered was simply getting someone on the phone. After the initial failure to deliver, my family members and I were on the phone nearly daily trying to figure out what was going on. Often no one at customer service would pick up, so I left voicemails, but my voicemails were never returned. I attempted to contact my "customer representative" - the man who initially coordinated my order - by phone and email several times, but I never once heard back from him. Shame on you, mate. Requests to speak to supervisors were never once honored. And on the rare occasions that I was able to speak to someone at customer service, the representatives repeatedly told me that they would "call dispatch" and get back to me, but in nearly three weeks of calling only one representative ever made good on this promise. She told me that the shipment would arrive "tomorrow," and of course it did not. I should also mention that the final cost was nearly $200 more than my initial estimate, even accounting for a known surcharge for a flight of stairs at the site of pickup. I was never given an explanation for this. My shipment finally arrived a full 19 days after the expected delivery date. I want to take a minute here to talk about what the company did right. To the credit of the gentlemen who actually did the moving, my shipment was in good condition. I am indebted to the movers who coordinated the pickup and to the movers who coordinated the final delivery - Aharon and Victor, your courtesy and professionalism were very much appreciated.. thank you so much. I also want to thank Nick, an employee at the Dallas warehouse, for taking my calls when no one in customer service would, and for making himself available to answer questions and put me in touch with the delivery drivers. If everyone in the company was as conscientious as he was, this would be a five-star review. My advice to anyone who is currently in the midst of a move with Frontier Van Lines: 1) Stop calling customer service. Their representatives do not have direct access to information about where a shipment may be, nor can they tell you when it will arrive with any accuracy. I actually feel sorry for these folks. They are woefully unequipped to do their jobs, and I imagine most of their day is spent dodging angry calls. 2) Try to contact their warehouses directly. Nick, the employee I spoke to at the Dallas warehouse, was able to contact dispatch quickly and get back to me, something customer service was never able to do. 3) If your move starts in one state and ends in another, file a complaint with the DOT National Consumer Complaint Database at: http://nccdb.fmcsa.dot.gov/default.aspx This may be the only leverage you have. While it may have been a coincidence, the only call back that I ever received from customer service - inaccurate though it was - came after filing a complaint here. The DOT keeps a record of complaints - Frontier Van Lines has received several this year - and they are authorized to levy fines in the case of exceptionally late delivery. To the company itself: I don't blame your customer service representatives - they clearly haven't been trained or equipped properly to do their jobs. I blame the company and the people in charge. You're setting your own people up to fail and that's inexcusable. Customer service representatives should, at a minimum, be able to tell a customer where a shipment is. They should have immediate access to dispatch and be able to give ACCURATE dates as to when a delivery might arrive. They should have access to supervisors. And they should call people back when they leave messages (okay, maybe I do blame the representatives a tiny bit). I'm paying your company well over a thousand dollars, the very least you can do is return my calls. In sum, I was kept in the dark and misled on a daily basis for almost three weeks, and I cannot in good conscience recommend this company for your next move. On the plus side, the frustration of dealing with Frontier Van Lines did force me to get back on a regular mediation practice. But you can do that on your own just fine without contracting with this shockingly unprofessional company.

9. Do Not Use!!

   I can not stress enough how disappointing the service is with this company. My things were loaded onto one of their moving vans on 7/26/15, with the promise of them arriving 7-14 days after initial date of delivery. I provided that date to be 08/01/2015, when I called again to have an update the service represented stated that my initial date of delivery was recorded as 08/03/15 - fine, two days, not huge deal. I then called again to verify date of delivery on 08/10/2015, the representative then told me my things would be loaded on the delivery truck by 08/14/2015 and I should give them another week to fully delivery to my address. I never received a call confirming that my things had been loaded, so I called again on the 17th for an update. I called their operations department probably about fifteen times (not an exaggeration) during business hours, to try and reach a representative. Each time I was transferred to a voice mailbox  (left several messages for a call back, not one was address), I tried calling their face company, but before I could even address the situation they would place me on hold and transfer my call back to the operations department.Frustrated, I decided to call operations once more, but this time I blocked my number from caller ID (as I've known the *67 trick since high school)..low and behold someone answered on the first ring. I immediately requested a supervisor, her name is Lee. Lee didn't have any patience for my complaints, she merely gave me a vey unqualified therapy session colored with personal tid-bits about herself and HER moving experiences that I assume in her mind mattered to their customer. I explained not only was it the delayed delivery that I was upset about but their incredible lack of customer service. To her credit she did apologize, but did nothing aside from calling the driver for a more accurate quote, I was placed on hold for fifteen minutes as she did this. Lee let me know after speaking to the driver that my delivery would be loaded on the van either that night or the next day on 08/18/15, and that I could expect my things sometime during the following week between Sunday and Wednesday. She assured of this and gave me her contact number and told me to call her if their were anymore issues. Today is Monday, the 24th, I just got a call from a separate representative and my things are now scheduled to be loaded TODAY (something I highly doubt at this point), and I could expect that delivery between Saturday and Sunday. I let her know that was unacceptable as I had been assured seven days ago my things were loaded, again I requested to speak to a supervisor, this time the rep STRAIGHT UP LIED to me and said that their supervisor had gone on maternity leave and they didn't expect her to return. I clarified with her to make sure I was hearing her [EDIT] correctly, "So, you don't have any form of management you can connect me with?" Again she stated no, but that she *wished* there was someone she could transfer me to. Good thing I kept Lee's number, I called her back to address the situation, Lee pretended like this was no big deal and things happen, she's assured me she'll call back again today to confirm my things are actually loaded, but that won't guarantee a delivery date. I expressed my frustration, and let her know that I would be reporting the company to the BBB as well as any qualified government entities. Lee was unfazed, in fact she took this as an oppertunity to let me know most companies pay for their ratings at the BBB and that wouldn't make a difference. WRONG GENERATION TO MESS WITH, LEE - do you even know how the internet works?Between their awful business practices and customer service, poor follow through, tendencies to lie to and belittle their costumers, and complete disregard for holding any kind of company integrity- Frontier Van Lines has been the absolute WORST company I have EVER worked with  I'm saying this before I even see the condition they return my belongings in.. DON"T EVER TRUST THIS COMPANY.