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| map-marker Mooresville, Indiana

Oh NO

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I read the reviews and took them with a grain of salt surely I would not be the one with damaged or missing furniture well Im the one. First I would suggest having a salesperson to actually come to your home to provide estimate.

I was quoted 1/2 what I ended up paying. Sad thing is the foreman told me he would charge me to remove items after they were loaded.. whatever I paid. he then asked when would you like your delivery I gave a date not knowing that it would be weeks later before I would receive my things.

Well the driver called to let me know he was an hour away.. I was excited.. I raced home from work ONLY to be toldI have to return tomorrow the unmoderated are on another assignment my day was wasted. They returned the next day to unload geees my things are ruined.

Broken, scratched, missing..etc. they left holes in my walls..

I am so disappointed because I was sold a Bentley but ended up with a Ford Focus do not be this one.. read the reviews and know that you could be that one.

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Pros:
  • Melissa in customer service
Cons:
  • Not following through
  • Lack of professionalism
  • Unethical and lies

Preferred solution: Let the company propose a solution

Resolved
Winnie K Iqc
map-marker Dallas, Texas

Resolved: Lied, cheated, extorted and damaged - NIGHTMARE

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Updated by user Nov 15, 2018

A settlement has been offered by Puma Van Lines for the wrongful charges as described above and is considered resolved.

Original review Oct 05, 2018
This company is a SCAM - DO NOT USE. It has been a nightmare to work with these guys. I provided my storage unit details and told them it would be 10X15 storage unit full of household goods. I also told them my available delivery dates, in which they confirmed they could meet. Once the movers arrived they were shocked how JAY the 'coordinator' could have grossly underestimated the space. My estimate was more than double! Of course trying to get a hold of Jay never happened - he stopped responding to emails, phone calls and texts realizing how badly he messed up. Getting a hold and speaking to the so-called 'manager' Javier was equally as useless. These people do not respond to emails or phone calls! You would think they weren't open for business! Javier told me it doesn't matter what the Puma rep told me only what the contract states. They ended up sending my items on a day I told them I was not available and charged me $850. I tried to call and confirm when my items will be delivered and Javier told me they had a "guaranteed window" service for $1050 which I declined several times and provided him with my first available date. He confirmed they could deliver the day after that and that I would not be charged the $1050. He tried to threaten me with not delivering my goods until I paid prior to scheduling in which I had to correct him of the process. The day before my move Javier called wanting me to accept a "settlement" and take down a review of the company in order to not be charged $1050 for the delivery. I declined as I never requested a guaranteed window. Fortunately I have all of these conversations recorded. However they threatened to hold my items hostage and not have it delivered as scheduled unless I pay. Of course things arrived broken and scratched up - I am so fed up with this company I will go through other means to get my compensation. Please take a moment to read through these complaints...all very similar. https://www.bbb.org/us/tx/dallas/profile/moving-companies/puma-van-lines-0875-********/complaints
View full review
Loss:
$3000
Pros:
  • Movers during delivery were prompt and helpful
Cons:
  • Threats
  • Lack of professionalism
  • Not following through
Reason of review:
Poor customer service

Preferred solution: Price reduction

1 comment
Guest

A settlement has been offered by Puma Van Lines for the wrongful charges as described above and is considered resolved.

Terri Fht
map-marker Dallas, Texas

DO NOT RECOMMEND

DO NOT RECOMMEND UNDER ANY CIRCUMSTANCES. Our belongings were picked up on 10/6 in Texas and finally got my out of state delivery at the end of October. Not exactly how we had planned to start the first month in a new state with new jobs.

This company was very nice when trying to get your business. They give you a price before they come out BUT THEN reevaluate your move on moving day and will undoubtedly increase by double what you were quoted. Another Red flag at pick up was their intent to charge for plastic wrap and blankets - something that should be automatically included.

After several weeks and numerous phone calls and promises to call back - we were then informed their moving van couldn't access the location and that they needed to rent a smaller truck. After more phone calls to several people saying we had seen several other moving vans in the area, they finally agreed we were right. BUT, when they arrived they were driving the smaller truck! The driver then told us their original truck had broken down and they had to RENT an interim truck. They were basically trying to get us to pay for their problem.

During the move, we started investigating possible resolution for this mess of a move and found one of the review websites suggesting this company is under investigation for posted reviews coming from the same IP address. Hmmmmm... doesn't sound like sound business practices to me.

Finally at delivery (5 hours after the designated time frame) only 2 guys showed up and they had the nerve to ask my son to help them. They were also then incapable of lifting a small loveseat over the balcony because it wouldn't go through the front door so they left it on the front porch. We then had to hire another moving company (2 guys) at a rate of $450 in order to complete the move of a single piece of furniture - they had not trouble lifting it over the balcony.

Several boxes were damaged, glass items broken and canvas artwork warped, though protected with bubble wrap, plastic wrap and blankets. My moms collectibles were also broken. One could visually see they had no care in unloading the truck nor moving the boxes but there was nothing that could be done at this point except to get them to leave. Giving them final payment made us sick to our stomach.

View full review
Loss:
$2500
Reason of review:
Problem with delivery

Preferred solution: Refund $2000 for partial replacement & hire additional moving company

1 comment
Guest

Every time I move I discard, donate or sell as much as possible. It's fun to get new stuff in a new place and very little hassle to leave the old.

Once the truth is calculated, there isn't much near and dear enough to me to bother moving it all - I'll keep Great Grandma's dresser, Grandma's caned chair (she was a caning expert since the early 1900's) and a couple of other sentimental items which I wrap, supervise, and control the cost of moving. I've heard your same story from other unhappy people so I don't doubt for a second that you are telling the truth.

Resolved
Sumit Ink
map-marker Dallas, Texas

Resolved: Stay Away. Horrible service.

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Updated by user Nov 16, 2018

Issue resolved.

Original review Oct 12, 2018
Horrible Service!! Completely unprofessional. They will break and miss your stuff. i booked Puma Van services to move my household items from Texas to Kansas which includes assemble and dissemble the furniture and keep the furniture at right place. On the delivery day, 2 guys came to deliver the stuff and they had no intention to assemble the furniture back. They just dropped the items and leaving. When i asked them to assemble the furniture they said they don't have tool kit to assemble. Luckily i had the tool kit that day which i gave them to assemble the stuff. when i switched ON the TV in front of them, i found it broken. It was packed in working condition in front of movers at the time of pick up. It was an expensive curved TV cost $1200. secondly they lost my 1 box and later truck driver called me and said it was left on truck and he will deliver it to Puma van office and then they will re- deliver it. I am still struggling to get that box. Every time i call the office, they say they have not received it yet and when i call truck driver, he says that he has delivered it to office. i am highly dissatisfied with this movers. Wish i had gone with other mover. i strongly recommend to NEVER move with Puma Van line.
View full review
Loss:
$1200
Reason of review:
Damaged or defective

Preferred solution: Full refund

Jerid Oco
map-marker Dallas, Texas

Broken items

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Puma Van Lines - Broken items
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Puma Van Lines - Broken items - Image 6
Updated by user Oct 14, 2017

I repeat do not use this company! Thy still have not responded to my emails or phone calls!

Original review Sep 22, 2017
Listed below are several of my items that were damaged and/or broken beyond repair Patio Heater - The Top fire ring is broken and the heat deflector was bent and will not start now. Big Green Egg - The Place Setter was broken in two and there are several chips in the ceramic bottom. Chiminea Outdoor Firelace - Cracked all the way down the middle. Serving Bowl - chipped and cracked down the middle - no longer useable. We have contacted Puma three times with no response.
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Reason of review:
Damaged or defective
Anonymous
map-marker Dallas, Texas

STAY AWAY!

They damaged my wood floor and many of my belongings. The moving guy acknowledging they did the damage, the sales woman AND the manager I spoke to both promised to repair the damage and fix the refrigerator door, yet despite all that and 9 calls and emails later, I have not been reimbursed or contacted. I've had to pay to repair the wood floor myself. The lead guy seemed professional, but my guess is the "helpers" didn't know squat about moving furniture which is what led to 7 of my belongings being damaged (in addition to the floor). In addition, they don't come out to look before they bid on your job, so they came with a truck way too small for my move and left me standing in my garage with items that wouldn't fit on the truck. This was an out of town move so at the last minute I had to figure out how to get the rest of my belongings moved myself.
View full review
Loss:
$750
Reason of review:
Poor customer service

Preferred solution: Price reduction

Anonymous

Long distance move

This company was very nice when trying to get your business. They give you a bogus price before they come out. Then reevaluate your move on moving day. They will increase your price by double what they told you. Calling back to the company does no good the people in charge won't even talk to you. They let the people living your product speak thru them. They act like they are doing a great job, but only in your present. They do a horrible job packing, breaking your valuables. The head guy in charge of packing/moving will asked for a big tip for him and his workers. And will try to blackmail you with increasing your price on the move, if not tip is given. I gave them a delivery date and they didn't meet it. Then told me delivery would be 15 days after the delivery date I originally gave them. They don't called you back or answer your emails. Thier driver delivering your product will harass you about payment upon delivery and is the first thing he wants when he arrives. They lost several boxes of my stuff and when I emailed them, no reply. I wouldn't recommend this company to no one. Please use another moving company. Horrible experience!!!!
View full review
Reason of review:
Bad quality
Resolved
Eliane Che
map-marker Richmond, Indiana

Resolved: Refusing to pay for damage to my house

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Puma Van Lines - Refusing to pay for damage to my house
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Updated by user Aug 29, 2016

After posting my negative reviews, the owner of Puma reached out to me and finally offered to cover the damage to my floors. They have mailed me, and I have received a check to cover the damages. While I am happy to finally have this all resolved, I hate that it took this long and this many steps to find a solution.

Original review Aug 10, 2016
If you hire Puma, just hope they don't do any damage to your house, because they will ignore you, not care about the damage, and then imply that you did the damage yourself. I recently moved from DFW, TX to Indiana. At the start, Puma seemed like a great choice. The lady I talked to book my move was super nice, and the movers who came in Texas to load up my stuff were very nice. One thing that mildly annoyed me was that I had been upfront from the beginning that I had a piano to move. And when we were reviewing my contract in Texas, I found out I had to pay an additional fee on top of what was quoted to me because the piano was considered a heavy item. We agreed on a fee, I asked if it covered pickup and delivery, and the mover said yes. I just wish I had had some warning that there was going to be an extra fee since everyone knew that I was moving a piano. All the trouble started when the movers arrived with my stuff in Indiana. It wasn't Puma guys; the move had been contracted out to Allied Movers. And the guy was the rudest individual I have ever encountered in my life. The first thing he asks me is why I only paid X amount to have my piano moved. I said it’s what Puma had said I owed, so that's what I paid. He said it wasn't enough money, and that if I wanted my piano moved into my house, I needed to pay him another $100 to move the piano in my house. I refused, mainly because I didn't have an extra $100 laying around to pay him, but also because I had signed a contract stating what was owed, and that's what I paid. If he had an issue with the price charged, he needed to take it up with Puma. In the end, he literally left my piano on the side walk and my fiancé and I had to move it into the house ourselves (without causing any damage to our house or floors). The other main issue I had was that I had a couch that was being moved. I wanted the couch put in the basement, because I was moving in with my fiancé and he had two couches in his living room already. Admittedly, to get into the basement it’s a sharp turn through the kitchen, but I didn't think it would be too much of a hassle to move the couch. He looked at the couch, looked at the door to the basement and declared there was no way it would fit, it was much too large, and refused to move it down. So we had him leave the couch in the living room (with two other couches and a TV, and entertainment stand - there was hardly room to walk with all the furniture) until we could figure out what we wanted to do with it. While moving the couch in the living room, they scooted the couch across the floor and left a huge (almost 1/2 the length of the room) gash in our floors. My fiancé had just had brand new vinyl floor installed 3 weeks before I moved up there. Then they left another smaller gash when they put my dresser on the floor. At the time, I pointed out the gash to the mover, and his response to me was "Eh, it happens. At least we haven't damaged your walls." Really?! No apology, just at least we haven't done more damage? I took a picture at that time of the damage. (About a week after the movers were there, we got tired of climbing over the couch, measured it, and moved it down into the basement with very little difficulty and without causing any further damage to our floors.) This was all at 6 pm on Memorial Day, so I didn't call any one at that time because I knew no one would be in the office. The very next morning I called Puma with all my complaints about the delivery and their driver. I spoke with Cecilia and at first she was very sympathetic, "Oh, I'm so sorry you had that happen, we'll talk with the driver, I'll pass your info on and someone will call you back this afternoon". No one ever called back. I called back several more times and emailed pictures of the damage and a quote from the flooring company, and despite promises of someone will call you back today, no one ever did. I finally filed a complaint with the BBB and they still are steadfastly refusing to pay for the damage to my floors. They say it’s because I didn't leave the furniture where the movers left it. On the side walk and in the middle of my living room. They say the mover is denying causing the damage. Even though I pointed it out to it and they have the time stamp of the pictures that show they were taken while the movers where still at my house. They implied that I caused the damage myself moving the couch. A week after my first phone call complaining about the rudeness and damage to my floors. So unless you want to be called a liar and accused of trying to milk the system for money, and being completely ignored, I recommend you NOT go with Puma Van Lines. Pictures attached: Time stamp of picture, two pictures of the damage done to our floors, and picture of the living room before I moved in to show how tight it was in the living room with a third couch.
View full review
Loss:
$865
Reason of review:
Poor customer service
Anonymous

Decent, but not good

Pros: Let me pick my move out date Nothing was majorly damaged or lost Friendly on the phone Didn't way overcharge Drivers were friendly Cons: Bad communication once I paid my money Didn't call me back repeatedly after promising to call with information Gave me wrong information about my delivery and ruined many plans Will upcharge even if you have exactly the items on the estimate Messed up my charge and didn't refund my overpayment until I complained through the credit card company Movers make it clear they want tips on top of payment
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Reason of review:
Problems with payment
Anonymous
map-marker Keller, Texas

Changed Price on Day of Delivery

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I was told my total at delivery was going to be an amount told me by the driver so I prepared to pay that amount, when they arrived DUE TO THEIR MISTAKE I had to pay an extra $300. When Puma was contacted the supervisor was very rude and didn't care one bit about my issue and contacted his team to close the door of the truck and drive away with my stuff.

He just kept telling me there was nothing that he could do and they never had the courtesy to contact me prior to delivery they just showed up with a bill that was $300 more. I wouldn't recommend them for any move, especially one across country, went from Columbus, OH to Keller, TX.

View full review
Loss:
$2700
Reason of review:
Problems with payment

Preferred solution: Full refund

1 comment
Guest

Puma Van Lines is HORRIBLE. RUDE, Nightmare.

I recently relocated to another state, flew in to vacate my apt by May 1. I hired Puma to move me from TX to midwest. Apt packed ready to move, Puma mover arrive, accuses me of having an attitude then says he can't work like under these conditions. Lol.

Flight home tomorrow but still an apt full of stuff in old apt. Thanks Puma.

It's Sunday evening, prob last job. You could've just not accepted the job rather than using a lame excuse.

Elazar Vao
map-marker Dallas, Texas

Non-delivery of LED TV and another box

Updated by user Nov 11, 2013

I am glad they settled it up quite amicably. Thank you for your services

Original review Nov 03, 2013
I engaged Puma Van Lines for my moves from Plano TX to Bellevue WA. My move was very small and I was assured by the marketing person that my move was small and hence would be hasslefree, that they do so many such moves and are professional business. I signed up for their services based on my discussions with their employees (I can give their names too). On the day of the move, 3 people came to my apartment in an anonymous truck that had no signs that it belonged to Puma (first fishy point based on recommendations from USDOT), they got the paperwork done, blanket wrapped stuff, took an audit of the inventory I had and loaded into their truck. On return they forgot their own toolkits at my place. I called saying they forgot their own stuff at my place. They came back and collected their stuff. This is second fishy thing about them. These people cannot take care of their own stuff, how can they make sure of guaranteed delivery of their customers (but that was too late for me to withdraw the contract). A few days after that, they called me to inform me of the weight, charges and confirm the shipment has left their facility. I had asked them for mailing my weight tickets, and they said they would email them to me, which they never did. I had called two times again asking for the same. No response from them. Third place where they pissed me off. On the day of delivery, the driver came to me along with another helper (pretty late in the evening). He demanded for balance payment upfront before unloading stuff (4th time they pissed me off). Upon collection of the due amount, the driver started unloading stuff. The helper who came with the driver vanished suddenly. When the inquired the driver about his helper, driver responded that the helper had something urgent that came up and so he let him go. I asked follow up questions on the helper as I found that fishy again. Driver this time said that the helper was not feeling well, so driver will himself take care of the unloading process. They tried to place somebody else's stuff at my place and we promptly informed them that the glass was not ours, and the driver put it back onto his truck. After the driver said our stuff was all over, we counted the inventory and had a heart attack. My LED TV was missing along with another missing TV stand glass tops (that I had paid extra for wrapping and proper handling). The driver said this kind of things are so common during move. Argghh!!!!! He said he will inquire with other customers if they have got an unintended delivery. I have also informed Puma inventory and dispatch supervisor about this. After several calls and voice messages (90% of the times unanswered and unresponded), they simply say that they did not find it and the company will take care of the investigation process. They are so unprofessional that they did not bother to count and cross check what was delivered at previous locations and also what is being delivered at my place. The driver simply says that the helpers could have done an incorrect delivery. The answer doesn't seem to be honest at all, as he himself admits that they did not cross check the delivered items after they unloaded. Hence it is very clear that they lack proficiency. I am still talking to Puma Van lines about what best can they do, but meanwhile alerting others who are risking their hard earned money by putting in the hands of unprofessional movers. Better pay a little more and put your items in the hands of reputed companies and have peace of mind and save your time by not entering into this *** process.
View full review
Loss:
$1000
1 comment
Elazar Vao

UPDATE: I need to provide an update to my original post as I cannot modify or delete my original review. I feel I had not given enough time for Puma Van Lines to investigate and settle the issue.

As a customer I got carried away by the instant emotions and wrote a bad review about Puma Van Lines not giving them enough time and opportunity to complete their investigation process.

I have also made several attempts to get my review removed from this website but could not do so because of the policies of this web board. Hence I am writing this updated note that the previous review doesn't hold good any longer.

I am withdrawing my bad review/remarks in my original posting.

I wish Puma Van Lines good luck.

Anonymous

The worst moving company

This moving company does not communicate and when they finally respond it is by email. They gave my daughter am estimated price which she paid in advance. Items were not weighed because at pick up the movers were in an Enterprise Rental Car. Dispatch never contacted my daughter from pick up to delivery. On day of pick up the driver called and stated he would be arriving in 2 hours and at delivery the driver called to say he was there and ready to deliver, with no notice . After delivery she had to insist on getting weight and discovered she paid for almost 800 pounds more than her inventory weighed. After filing a complaint with BBB, management threatened to charge her for additional money.
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1 comment
Charelle Cjd

Dear Sir,

The BBB closed your daughter's complaint as administratively judged resolved and indicated we did all that we could have been reasonably expected to or reasonably responsible to do to resolve the issue.

To address your review, we would like to state the following facts that we can support by e-mails correspondence between our company and your daughter.

- Your daughter never paid the full cost of the move!

- Showing up with a rental truck, because of mechanical problem, is how seriously we take our clients. Not showing up for a move is not an option for us.

- The quote was based on weight. To correct your writing, we do have weight certificates on file and they were e-mailed to your daughter.

- Your daughter did not pay in advance, and actually she never paid the full cost of her move.

- Dispatch called a day prior to the pickup day to confirm the move (your daughter did confirm it, otherwise we would have not send the truck).

- From the moment we picked up the shipment in Texas and until we delivered in CA, your daughter called us on a daily basis and made it clear, on the phone and via e-mails, that the only day she will be willing to accept delivery will be on the 31th. We normally charge an additional fee for a guaranteed delivery date but in her case we were able to fulfill her wish without an additional fee. Therefore, accusations like you have made doesn't add up, especially when we went above and beyond to accommodate her request.

- Delivery driver called to schedule the delivery 24 hours prior to deliver.

To conclude our response, At Puma Van Lines we understand that moving can be stressful and like every living creature we make mistakes - we try to make the difference by correcting ours. We did not threatened to charge her for additional money, we expected your daughter to be grateful for not charging her the full cost of the move but in return you post your daughter's experience as a bad service. We are sorry you feel that way.

More details on this issue can be found on the BBB website.

Sending your daughter's debt to collection is what any other company would have done, but instead we will wish her good luck at her new home.

God bless you.

PUMA VAN LINES MANAGEMENT.

Anonymous
map-marker Moreno Valley, California

Not bad at all very pleasant

My move was very pleasant. I thought it would be a bad experience but it was awesome. The sales rep explained the pricing to me very well so there was no surprises when the movers arrived. The movers themselves were professional and efficient. Everything was packed and loaded in less time than i thought. The movers took special care of my fragile items and all my items got to my new home in less time than i thought it would. That in itself world make me move with them again. I am very happy with my move and would use them again. I would definitely recommend themto family and friends.
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Anonymous
map-marker Dallas, Texas

Great move

I read the reviews online about moving with different companies and I just knew that I would have a very horrible move. I called Puma Van Lines and was pleasantly surprised. My sales rep was professional, my quoted price was reasonable, and I called and asked a ton of questions and got everyone of them answered everytime. When the movers arrived they were professional and they handled all my possessions like they belonged to there own mother or grandmother. That was so comforting to me. I am no longer afraid of moving because I know Puma is out there. I would recommend them to anybody. Thank you Puma
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Dakari Nzh
map-marker Arlington, Texas

Big move to Bedford

if your looking to move from here to there. Do not call these folks. There price is low but there is a reason. The men that move you will beg for a tip and explain they get 20% taken from them if you pay with the bill. them they will take longer than needed to get you charged more they you pre paid for. And the Manager will tell you she credit your cc for the overages but never do it. Then when you try to file a claim for the damages done to your personal item. You get a Claim adjuster nearly to the 90 mark for $15.00. This is a total insult on my 200+ year old furniture they wrapped and charged me for and said oops.
View full review
Loss:
$5000
Anonymous
map-marker Dallas, Texas

Sales Person

I Asked for a bid and received 3 from separate companies. Puma had by far the best quote which concerned me so I tried to call Debbie ext 201 to discuss the quote to be sure it was correct. After leaving 4 phone calls with the last one a coworker telling me he talked to her while she was on another call and she would call me right back . I waited all evening and she did not call. I also sent at least 6 E-mails to Debbie and others asking for a simple call to clarify the quote. I would guess the quote was bogus and had hidden charges that would come out after the move. I do not recommend anyone PUMA Movers.
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2 comments
Guest

Yep, you were right. Same thing happened to me and I found out the hard way. Actual cost ended up being 50% higher.

Guest
reply icon Replying to comment of Guest-690852

Same here ... except the actual cost was more than double.

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