Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/30/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I have a bad experience with this company, there was alot of mis communication with the movers and the company. They got here and quoted a whole different quote that what was quoted in the beginning. I had to pay a alot of money out of pocket than what was quoted. I was very disappointed on how this company works and how stressful on how the company was and the communication was and the prices that was quoted was very unprofessional. I felt like I was being pressured and had no choice but to go with this moving company. The representative **** ****** that helped from the beginning didn't do his job, It he would have did his job correctly. I had to basically spend all my savings just to move all my stuff to another state. I was very unhappy and how the movers were and how the company charged me for my stuff that wasn't even quoted in my estimation from the beginning. I don't recommend this company to no one in the future because at the beginning they seem nice and the representative act like they know what they are doing but in reality when it comes to the actual move the company sticks you with a quote that wasn't quoted in the beginning. I was very unhappy and I will never be using this company ever again. I felt like I was basically screwed and robbed of all my money and this company made it stressful for my move. My move wasn't an easy move and I don't recommend this company to anyone that needs to be moved at all. I have a problem also with they payment method as well because they wouldn't give me a receipt and just how everything was done was just sketchy and rushed for my moved. I had a terrible experience and I will never use or go through this company ever again because I did felt like I was screwed and done wrong just because of my color and how my moved was rushed.

  Business Response

  Date: 07/02/2025

  ******** ****** booked interstate moving services with Frontier Moving Solutions on  06/27/2025. This customer provided her address information, preferred pickup dates and an itemized articles list totaling 442 cubic feet for 40 pieces of inventory. The customer was given a locked-in rate of $4.25 per cubic foot. She subsequently signed and agreed to our binding moving estimate with a total estimated cost of  $3134.42 and an immediate deposit of $1010.00. After booking and completing a verification, the customer was sent her Interstate Bill of Lading, which she signed and agreed to on 06/28/2025. 
  
  This customer was picked up on 06/30/2025 by ******************. It became clear the customer has a large increase in the total volume to be moved and required a vast amount of packing and evidenced by the photos and videos given to our customer service by ******************. There was a total of 1000 cubic feet confirmed on site and a total of $2000.00 of packing required to get this customer moved. It was disclosed later by the carrier ******************, that this customer contacted law enforcement over the increase and the customer was advised that the carrier on site had done nothing wrong but rather provided the service in accordance with Department of Transportation regulations. The customer advised our customer service office that they were going forward with the increase in volume on site, although ****************** did have to return the next day to complete the pickup due to the increase in volume.

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 26, 2025, I was quoted a total of $3,392.32 at first by Frontier Moving Solutions (A broker). When I noticed that ****** had some items wrong I was given a new quote to sign of $3,311.68 with a deposit amount of $1,231.16 as a total and then pay either half of the amount or full amount at pickup and if there is a remaining balance at drop off, pay then. I was informed that this broker fee would secure that price and cover coordination with the carrier along with all packaging and wrapping of items. **** (Master Moving ***** was rude and very deceptive! **** made a comment of You take care of me, Ill take care of you (seeking money). A mover upstairs wrapped my fireplace/TV stand and did not load it on the truck. (I discovered that the middle support leg was broken off) This man left trash everywhere in the upstairs. I made 3 trips from ********* to **** to collect the rest of the items that Master Movers Left! When the 18 ******* from *********** Moving showed up there was only 1 driver and my nephew had to help ******* (Very professional and nice gentleman) unload the truck and carry the items into my home. (My nephew does not work for this company or any of the affiliates that I paid for said services). My computer desk is completely destroyed, leather office chair looks as if whatever they set in it ripped and destroyed the leather, boxes were ripped and smashed in. Dining room table, full size beds, storage shelf, living room couches, none of the items that were taken apart have been put back together.I was promised a service that was not delivered; I was charged money for services that were not done. Overall I am asking for a full refund due to the incompetent and lack of services that were provided. I am livid that Frontier Moving Solutions painted their company as the best service for my needs and through this move; I have discovered that I have been lied to tremendously with damaged furniture! (I made sure to take pictures and recordings.

  Business Response

  Date: 07/02/2025

  ******* ****  booked interstate moving services with Frontier Moving Solutions on  03/26/2025. This customer provided her address information, preferred pickup dates and an itemized articles list totaling 516 cubic feet for 50 pieces of inventory. The customer was given a locked-in rate of $4.00 per cubic foot. She subsequently signed and agreed to our binding moving estimate with a total estimated cost of  $3311.68 and an immediate deposit of $1231.16. After booking and completing a verification, the customer was sent her Interstate Bill of Lading, which she signed and agreed to on 03/27/2025. 
  On 06/16/2025 we performed a quality assurance appointment with the customer. This is intended in case there are any last minute changes to make before the truck arrives on pickup day. The customer added items with a final volume of 556 cubic feet. This revision was sent to and accepted by the customers assigned carrier, Master ********************** **** 
  This customer was picked up on 06/20/2025 by Master Moving **** We have had no notable contact from this customer after the time of pickup with the exception of receiving a returned payment on 6/30/2025 which we are working to rectify since all services have been rendered.

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23538799
  
  I am rejecting this response because: I have recorded phone calls of me telling the ***** that called on June 16, 2025 that I had already informed the first ***** of the items that I have and the details to them. That ***** then told me that she did not add extra supplies and other items to the order. Then charging me additional fees for that day and hiking the bill up to $4111.08 from the original cost of $3311,68. My furniture was damaged, Master movers showed up with an already packed truck, **** (Driver of Master Movers) tried to squeeze more money out of me by saying, "you take care of me I will take care of you" (I have this on recording),  a 18 ******* and one man came to deliver my furniture and my nephew had to help him carry it (My nephew does not work for this company), I was told by the last ***** there would be a 26in truck delivering and they would deliver at the door. Instead I had to quickly get a family members pickup and collect my belonging from the parking lot of the store across the street. 

  When calling Frontier Moving Solutions, I have to call several times and all different number in order to get someone on the line. The last time I called on 06/30/2025 the supervisor was not trying to discuss the incompetence of the move. He only wanted to discuss the reversal of charges and hung up on me. (I have this on recording)

  Frontier Moving Solution failed to deliver on agreed services and are now failing to make the account right. 

  I have recordings, pictures, receipts, and all contracts from the three different prices for evidence.
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 07/03/2025

  This letter attached marked "March 26" is a description.

  Business Response

  Date: 07/10/2025

  Per the *** the carrier on site is required to let you know of any increase over the estimated volume. Our contract is only an estimation based off of articles list provided by the customer that is subsequently sent to the customer before signing and agreeing to it before making any payment. You always have the choice on site to move the estimated volume OR to take the increase and corresponding charges. In addition if you have damages or missing items we can provide you claims information upon request to be compensated for those damaged or missing items. 

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23538799
  
  I am rejecting this response because:

  Once again this company is not addressing the matter at hand and the Breech of contract for the things that I have named off, which furthermore has prompted me to file reports with all agencies in order for this so called broker to be investigated along with any moving companies that do business with them. 

  
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 07/11/2025

  Frontier Moving Solution has not addressed the fact that they had me sign a contract before the initial move stating that the price and service would include; putting my furniture back together that they took apart and that the movers would deliver to the door and not in a parking lot of a store where I had to quickly get a truck and provide men myself in order to help their one driver deliver the furniture to my residence. 

  I gave Frontier Moving solution a list of items for the price that was quoted and taken from me. Master Movers did not even put half of this list on the truck. When they arrived the truck was already full with other household good. 

  My furniture was damaged in the move as well and I have provided proof of all of this along with sending in an Arbitration letter to Frontier Moving Solutions and I keep getting the run around. I was told by my bank that they have said that I won't answer the phone yet, I was hung up on when I contacted the manager of Frontier to discuss the situation. 

  This company has nothing but lies and frankly they are not trying to come to a resolution on their actions in this matter. 

  Customer Answer

  Date: 07/11/2025

  Also here is a portion the conversation of the agent stating that the price would put my furniture back together. The services that I paid for I did not get from Frontier Moving Solutions. 

  Customer Answer

  Date: 07/11/2025

  Sorry I submitted the wrong June 16th conversation. Here is the correct one.

   

  Thank you

  *******

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Frontier Moving Solutions moving company was contacted, on 6-23-25. Papers were signed and a $2032.76 was paid as a deposit. Frontier quoted $5500 to move the contents of my house. They told me they would move the furniture in my house and 65 boxes. When the mover came, 4 hours late, they took 9 pieces of furniture, (left 15 pieces) and approximately 10 boxes. I talked to the mover about moving my refrigerator first thing, as I am 67 years old and cannot move a refrigerator. When I saw that they were loading the truck I asked him about the refrigerator. He told me I had used up my allotted cubic feet and that if I wanted the refrigerator moved, I would have to pay extra. They left with the truck and half of my house contents without resolution. I talked to a customer service *** at ********************** who referred me to an assistant manager. The assistant manager blamed the government software for the inaccurate estimate and said it was my fault for booking late. He acknowledged that I did not get a follow-up call which would have given us a better idea of how many cubic feet would have worked for me. He said I was lucky that they moved me at all and it was my fault for booking late. He gave me no resolution and I did not receive a list of inventory of what they moved. The moving company, slid furniture across my wood floors causing paint transfer. I paid another $2032 that brought me up to 60% of the $5500 and I still have a house half full of furniture and boxes.

  Customer Answer

  Date: 06/28/2025

  ******************************************************************************************
  

  Business Response

  Date: 07/02/2025

  ***** ***** booked interstate moving services with Frontier Moving Solutions on  06/24/2025. This customer provided her address information, preferred pickup dates and an itemized articles list totaling 949 cubic feet for 116 pieces of inventory. The customer was given a locked-in rate of $3.75 per cubic foot. She subsequently signed and agreed to our binding moving estimate with a total estimated cost of  $5590.70 and an immediate deposit of $2206.76. After booking and completing a verification, the customer was sent her Interstate Bill of Lading, which she signed and agreed to on 06/25/2025. 
  This customer was picked up on 06/27/2025 by her assigned carrier, Master Moving ***** with an onsite increase due to her household goods occupying more space on the truck. She contacted our customer service office for assistance where she spoke to management and explained her options to proceed. This customer chose to go forward ********************** only the estimated volume of 949 cubic feet with the understanding that it would not include all of her items. Our next communication with this customer was on 06/29/2025 when the customer posted a dishonest review on another platform. She was contacted  at that time by management again but did not respond.

  Customer Answer

  Date: 07/02/2025

  How do I remove the complaint?

  Customer Answer

  Date: 07/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 31, I was quoted a total of $1,800 as a total moving fee. I was informed that this broker fee would secure that price and cover coordination with the carrier. I was also told it would include all packaging and wrapping of items. (Even though I did the packaging and wrapping myself beforehand.) I never got a call from dispatch before the move although I was told I would. I was told I would not incur any additional costs multiple times by Frontier representatives who then stopped answering my calls days before the move.When the movers arrived, they attempted to charge me over $1,000 more than the agreed-upon amount.This clearly indicates that the essential service the broker fee was intended to providenegotiating and securing the agreed pricewas not rendered.Moreover, I had a quote for $200 less than frontier but the representative told me specifically that not all moving companies were the same and that they were the best and that they would give me a fair price and it would not change.The most frustrating part though is that one of the representatives called me 4 days before the move and I told them exactly what I had and exactly what it looked like and he said no problem. You still have plenty of room on the truck which was true, but the mover still came in $1,000 higher on their pricing. After contacting frontier about it, they just began calling me at all hours of the night 11:00 p.m. harassing me telling me that I didn't speak politely enough to their service reps.This is a clear case of them trying to shift the blame and deflect from the real issue here. They are a company that quotes one price to get in the door and then allows the moving company to ******. This is a classic bait and switch practice

  Customer Answer

  Date: 05/21/2025

  
  Subject: Acknowledgment of Refund & Formal Complaint Regarding Misconduct and Deception | Order #***-3405789-4794617
  Dear *****,
  Thank you for confirming the refund for Order #***-3405789-4794617.
  While I acknowledge receipt of this message and the pending refund, I must formally address the serious mishandling of my case by the Executive Customer Relations team. Over the course of several weeks, I was repeatedly told that an A-to-Z Guarantee claim had been filed and was under review. Based on this, I was asked to provide extensive documentation, videos, and diagnostics which I did promptly and in good faith.
  However, after directly contacting *********************** by phone, I was informed that no A-to-Z Guarantee claim was ever actually submitted, despite multiple written assurances from Executive Customer Relations that one had been initiated.
  This behavior is unacceptable. It misled me, delayed the resolution of a serious product issue, and caused undue emotional, financial, and logistical stress. I now have documentation proving that your internal communications were either false or deliberately misleading.
  I expect a full internal review of this matter and a formal explanation of:
  1. Why I was told an A-to-Z claim was initiated when it wasnt.
  
  2. Why I was repeatedly sent in circles with no meaningful action being taken.
  
  3. What ****** intends to do to ensure this does not happen to other customers.
  
  
  While I am relieved this is finally being resolved financially, the way this was handled was far from the level of integrity and service ****** claims to uphold.
  A Message from Isis with Amazon.coms Executive Customer Relations RE: Unsafe and ****************** Bike (Order ID: *************************
  
  
  E
  ***********************************************
  to me
  9 days ago
  Details
  Your Account **********
  Message From Customer Service
  Hello ***,
  
  I'm Isis of **********'s Executive Customer Relations. Your email has been brought to my attention, and Im happy to assist you further.
  
  Thank you for bringing this to our attention. It's disappointing to hear our customer service team wasn't able to resolve this concern for you. It's our goal to provide exceptional customer service every time we're contacted, and I apologize this wasn't what you experienced.
  
  Since this is a unique situation, I'm collaborating with our A-to-z escalation team to work on a resolution. I understand I've not yet resolved your issue and I truly apologize for your extended wait.
  
  Please allow me another two to three business days, to ensure the matter is properly resolved. I'll follow up with you once I receive an update, no later than Thursday. If you need me in the meantime, please feel free to reply to this email. My typical office hours are Monday through Friday 9:00 a.m. to 6:00 p.m. EST.
  
  Thank you for your patience, and Ill be in touch again soon.
  
  I hope you have a great rest of your day.
  
  Best regards,
  Isis
  
  **********

  Business Response

  Date: 05/29/2025

  First and foremost, we want to sincerely apologize for the experience you had with your move. We understand how stressful relocating can be, and were truly sorry to hear about the difficulties you encountered.
  
  
  I would love to speak with you on the phone sometime next week if you have time to go over your estimate. Your estimate was for the price we gave you $1800. Frontier Moving Solutions collected $630 and the carrier collected the balance at pickup. As far as packing and wrapping of all items, yes it was included but everything was already done prior to pickup. On 4/24 our system shows ******* giving a call to you letting you know the carrier would be there on 4/25 between 12-3pm. 
  As for your credit card dispute, we understand that you are in an open case with your card issuer. Since you are pursuing that path, we will respond accordingly through the proper channels. Frontier Moving would like to offer you 25% back, $157.50 as a gesture of goodwill, but we will not issue any refund unless the BBB complaint is marked resolved and you confirm that the credit card dispute has been closed in our favor. We do not wish to issue duplicate compensation through multiple avenues. Again if you would like to speak on the phone I am one of the owners please do not hesitate to reach out

   

  
  

• Initial Complaint

  Date:04/29/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted on 4/1/25 by this moving company after submitting an online request for a quote. I was quoted a price of $2586 after giving the requested inventory items. I paid $1000 as a deposit. On 4/17/25 I was contacted again to verify my inventory and confirm pickup dates. The inventory increased by boxes, but decreased furniture yet the price increased to $3941. I was three days from having to move and agreed to the price. The pickup occurred on 4/20/25. Frontier had subcontracted to Master Moving LLC, but the company that showed up was Maestro Moving LLC. The ******* again tried to increase my space needed and price to over $6000. After going back and forth about the exact inventory items, the ******* told me that the sales person does not know the size of the items and the drivers give more accurate estimates. I spoke with the *******/driver's supervisor and the price was $5353. The movers caused significant damage while moving the furniture and one of the movers attempted to color scratches in the floor with a permanent marker. The supervisor was again contacted and told me their insurance had been contacted and would call me. I have not heard back from Frontier, Master Moving, Maestro Moving, or the insurance company and it has been a week now. This company severely underbid the job then used our items as hostage to get the price they wanted. The total space added was over 500 cubic feet of charged space despite adding boxes that mathematically calculated to 300 cubic feet. Master/Maestro Moving also required me to pay through ***** or money orders.

  Business Response

  Date: 05/29/2025

  First and foremost, we want to sincerely apologize for the experience you had with your move. We understand how stressful relocating can be, and were truly sorry to hear about the difficulties you encountered.
  We would like to respectfully clarify that Frontier Moving Solutions is a federally licensed moving broker, not the carrier that physically handled your move. As such, we do not participate in the collection or enforcement of carrier charges. We understand your frustration regarding pricing changes. All price adjustments were based on verified changes in inventory and cubic footage, and these updates were discussed during your quality assurance call, as outlined in the agreement you acknowledged. Regarding the additional items you mentioned: it is standard in this industry to adjust pricing if actual item sizes differ from those listed on the estimate. As far as the flooring on 4/30 this email was sent to you We sincerely apologize for the inconvenience caused. We have notified the carrier and requested that they contact you today to address the issue with the damaged floor. 
  I have personally reached out and left a message as well. If you need any further assistance, please dont hesitate to contact me.
  
  Thank you kindly,
  
  *******  
  
  Later on that day the owner, ***, of ****** Moving, reached out to you by phone to let you know he would take responsibility for the flooring. 
  
  I do want to sincerely apologize for our original agent not gathering enough information about all of your items originally. At Frontier Moving we like to always do our best by our customers and do it right the first time. I would like to offer you back 25% of your deposit with us at Frontier Moving . That is $441.99 as long as you can mark this response as resolved.  If you'd like to accept this resolution, please mark this complaint as Resolved here on the BBB platform, and we'll issue the refund immediately.
  Were here to help and invite you to call us directly with any further concerns. We truly wish things had gone differently and hope we can be part of making this right for you. Call me anytime..just ask for one of the owners. TYSM
  
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23266470
  
  I am rejecting this response because: 

  I do not feel this is adequate resolution, but would be willing to discuss. I have not been contacted by *** from Maestro, ever. The only person I spoke to from Maestro was Issik and I was later contacted by a member from their claims division advising the claim would be handled by their insurance. To this day I have not been able to get in touch with or get a resolution with their claims department. 
  

  Additionally, I paid nearly $1500 more than I was last quoted. That does not factor the additional time and travel expenses I incurred to make two additional trips on my own to finishing moving all of our goods that were not loaded onto the truck due to the drastic price increase. 
  

  Finally, I asked and never saw a final **** in the truck showing how much space in the truck was used. I was advised on multiple occasions that the truck will be and should have been ****ed inside to show the space. It was not. The additional space, by mathematical equations would have been approximately 360 cubic feet. I was charged for 800 cubic feet of additional space. 
  

  I would be happy to discuss and can be reached at ************. I have tried calling your company numerous times and I was in contact with ***** who assured me he would follow up on multiple occasions. I have had to continuously call him back asking for updates and have just called recently with no response back.

  I understand your company is a broker and not the physical mover, but I contracted through your company.

  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 05/30/2025

  As of this evening, I have reached a favorable resolution with Frontier Moving services. I am considering this case resolved and close. Please contact me if I need to provide anything else in regards to this complaint. 

  Business Response

  Date: 06/06/2025

  We spoke with Mr. **** last Friday and were able to come to a reasonable resolution. Both owners of Frontier Moving personally got on the phone with Mr. **** to address his concerns. Together, we coordinated payment for the flooring repair, which was necessitated by damage caused by the moving carrier. The responsible party accepted liability, and appropriate arrangements were made for compensation.
  In recognition of ***************** as a veteran and our role as the broker for the move, we also issued a full refund of his deposit. A copy of the refund slip is attached for reference.
  We are pleased to report that the matter was resolved amicably and that Mr. **** expressed satisfaction with the outcome. At Frontier Moving, customer satisfaction is one of our highest priorities. We understand that moving can be a stressful experience, and we offer our sincerest apologies for any inconvenience caused.
  

  Customer Answer

  Date: 06/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The owners of Frontier Moving contacted me directly and offered a prompt resolution. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Frontier Moving Solutions were dishonest about expectations for the delivery timeline. When I hired them (3/31/25) I was told it would take up to 3 days to deliver my things due to the distance (MO to **). The delivery men (who picked up on 4/10/25) also verbally told me my things would be delivered by the 15th or 16th. I was told they would call the day prior to set up delivery time for the following day. When I hadn't received a call from the movers by the afternoon of the 15th, I contacted customer service. They said they would look into it and call me back. They never did. I called them again the evening of the 16th, customer service said they were closed and would get back to me the next day. When I finally got an answer they said my stuff wouldn't be delivered until the 25th!!! 3 weeks after pickup!! They told me this was well within their right and to check the contract. In fine print it says delivery dates are not guaranteed and they have up to 30 BUSINESS DAYS to deliver. I never would've hired them if this had been communicated to me. However, they purposely exaggerated expectations to get me to hire them, which I see as a form of fraud. More importantly, the contract that has that language in it was not presented nor signed until AFTER they'd been hired and picked up the furniture. Therefore when I hired them it was under FALSE PRETENSES. They are charging me $2,800 for this service, of which I only owe $800. I do not believe should have to pay this final amount.

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Frontier Moving solutions to get a quote for moving a one bedroom apartment. I detailed my belongings and was quoted $3,800 from ******* ******-****. He also said multiple times in a recorded call that moving is almost always 3-5 days unless there is a storm. I fell for his charm and put down a deposit. They TEXT you the form to sign right then and there. Making it entirely too small and quick to read the fine print. I made the mistake of believing what ******* was saying. The day before moving day, I got a call again to detail the same belongings and my total became nearly $7,000. The price doubled. They manipulated the report to make it look like I had double the amount, but all of my items were the same as the day I was ********* was the day before moving day. I didnt have time to back out and find someone *******, I paid the next payment and was THEN told it would be 2-10 days. I have that in writing. (Picture attached)Now, it has been 17 days since they picked up my things and it still hasnt been delivered and communication has been terrible. There have been no storms. Ive spent hundreds of dollars on hotel rooms, an air mattress, pots and pans etc. These things I would have kept out of the moving truck had they not lied to me saying 3-5 days. And because I spent double on the move, I cant afford to go out to eat for every meal. I am in an empty house with a pot making rice and hot dogs. These people have no compassion on the phone and refuse to even give me some money back for all they have put me through. Im worried they will continue to scam and lie to more people who truly cant afford to go through something like this.