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:02/18/2025

  Type:Product 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.

  On 07/23/2024 I signed a contract with Puma Vans to move my furniture. On 07/27/2024 I paid a deposit of $263. On 8/16/2024 I paid Puma Van Lines $1559.50 (half the total delivery fee). On 09/02/2024, the movers arrived and I paid the balance of $1500 to ***, the contracted movers. Most of my furniture was damaged beyond repair (see attached inventory and pictures). In addition to the above damaged items, many of the boxes were crushed. This includes several boxes marked "glassware, fragile," with arrows pointing up; many of these were upside-down.
  In terms of mis-representation of services, Joshua emphasized to me over and over again that Puma was not a broking firm and that my items would be packed up and delivered by Puma employees in a Puma van. The items were not delivered in a Puma van or by Puma employees. Instead, the van was marked *** logistics and the movers were hired locally in *******. I found this to be incredibly suspicious, especially because I was asked to pay this company in cash/venmo/zelle instead of paying Puma via debit card, as I had done in Dallas during pickup. I also had to insist that the local movers reassemble my furniture; this seems not to have been to communicated to them, even though I paid for a full-service move. Joshua, also told me that my items were almost certain to be delivered within a week and that the 14-day window was a mere legality. The items arrived 17 days after pick up, just shy of the deadline to be delivered within 14 days of the first available pick-up day. Everything Joshua told me about the delivery window was from the pick-up day, not the first available delivery day. Although you they not technically violate the contract in terms of the timeline, I still feel that this was really dishonest. My delivery was delayed three times: first on 08/30 without 24-hour notice (as stipulated in the contract), then again on 08/31 a half hour before the delivery window, and again on 09/01. It finally arrived on 09/02.

  

  Business Response

  Date: 03/02/2025

  We apologize for your experience and for falling short of your expectations. We have tried to contact you to discuss the matter and the inconveniences. Please make sure to file a claim with our claims department for the damages, you can reach them at **************, CID#********. We apologize for your inconvenience with our crew on delivery, we only work with owner operators within our network. For any further compensation beyond the contractual agreement, please contact Cassy after the conclusion of the claims department, and we will do our best to assist you. Thank you.

  Customer Answer

  Date: 03/02/2025

  I am rejecting this response because:   It does not address any of my concerns. I have already gone through the claims department and the amount the offered me was unsatisfactory. I am asking for a full refund, as I have made clear to you on several occasions. Anything else is not satisfactory. 

  

  Business Response

  Date: 03/10/2025

  Dear Sir. The claims department assess the claims based on the contractual agreement and the level of liability that was chosen for the move. We are obligated to follow their findings. We do not find a reason for a full refund because the services were rendered in full, your move was completed, and your goods were delivered at destination. Again, we apologize for any damages or inconveniences. As a licensed Mover we are obligated to be registered for arbitration program. If you wish to file for arbitration, you may do so with **** ******** ******** ***********. **************************. Thank you.

  Customer Answer

  Date: 03/10/2025

  I am rejecting this response because:   The business was negligent in mishandling my property and refuses to fairly compensate me. 

• Initial Complaint

  Date:12/15/2024

  Type:Product 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 had a terrible experience with Puma Movers. I initially ordered a 26 truck for my move from Dallas to ***********, but they showed up with a 20 truck and attempted to charge me an additional $2K for a second truck. After an hour of discussions, they sent over the correct truck, but the issues didnt stop there.The movers caused damage to both my old and new homes, and many of my boxes were crushed due to poor packing by the movers placing boxes into the truck. Some items were damaged (photos available) and, disturbingly, one mover helped themselves to beer from my fridge.Throughout the pickup process, I was constantly barraged with attempts to add extra charges. The ******* even tried to make me sign paperwork before the move was finished, claiming they wouldnt be available the next day at final offload of my items.Additionally, the claims process has been frustrating. The team is unresponsive and offers minimal compensation - only 60 cents per pound for damaged goods, with electronics not covered, even if packed by them. The insurance offered is outrageously expensive, costing three times the price of the move (multiple thousands of dollars).To top it off, I was contacted by a company executive ****** offering $500 to remove the review I submitted. When I outlined the damage claim submitted, and detailed the damage cause by their movers and the amount offered by the claimed department ($276) to cover the damage, I was offered only a fraction of the amount to settle damages and warned it was against federal law to post a negative review without proof and stated I hope you have pictures before the move.They also asked me to file a claim for damages with my personal insurance company to cover the damages cause by their movers.

  

  Business Response

  Date: 12/27/2024

  We are aware of the issues involved with this move. We have tried multiple times to negotiate a fair compensation to settle the concerns, but unfortunately we could not find a common ground. With so many accusations on hand, many of which were addressed by our movers, and our effort to settle in a reasonable good faith which goes far beyond the contractual agreement to which we are obligated, we think the best option will be to go through arbitration. As a licensed carrier we are obligated to take part in an arbitration program with .***********************************. For this option, we will email the shipper the information. Thank you.

• Initial Complaint

  Date:12/05/2024

  Type:Billing 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 text the company to get quotes and provided them with some of the items I needed to have moved. She came back and asked me how many boxes. I told her I had no clue but I would guess about 40. I told her I was trying to sell some items. She gave me a cubic feet of 541. Of course that means nothing to me but she gave me a price of $2136. Ok I was good with that. However on moving day the price was over $6000. I immediately called her and expressed my concern. I advised that she was the professional at this and it was her job to ask me questions, did I have TVs, did I have a garage to pack up, etc didnt offer to have someone to come out and take a look and assist what all I needed to have moved. That shouldve been the first thing that was asked of me this isnt what I do so I didnt know. But I told her this was her job. Shes the professional, and there shouldve been transparency and more importantly, if I would have known, then I could have gotten rid of so much more stuff versus packing it up so my problem here is that a quote went from $2100-$6000 and at this point I was just stuck. Then I asked her could I speak with the manager, she indicated that the company didnt have a manager. She was the supervisor so then I asked for the owner. She told me that the owner was out of the country never gave me his name or any information so I really had a problem with that. She told me she could give me a discount $400. I received no notification as to when my furniture was gonna be delivered from Dallas to **************. I got a call from the driver saying that they were 30 minutes out on the day that they delivered. I wasnt available and I had to scramble around to make sure I was there once they got there with my furniture and thank goodness that I wasnt out of town. There was one table for sure that was damaged and I just had to throw it away and the driver took a picture. I got no response no communication anything about damage goods.

  

  Business Response

  Date: 12/19/2024

  Thank you for bringing it to our attention. Our moves are based on volume taken in the truck. We urge our customers to provide a list of hat they have to move, or in some cases they reserve the whole truck for themselves. Our goal is to be precise on our estimates, but if we are not getting the right information, the price can fluctuate. Our quotes are binding for the list or volume, and if the list doesn't change, the price remain the same. If we are getting answers like, we are trying to sell some items, or I am not sure if I will take this item or the other, we take the time to explain that the price is based on the number of items, hence the space they take in the truck. We also highlight in every possible way on the paperwork, that the quote is based on volume, and we urge our customers, in writing, to contact us prior to the move to adjust the content for the simple reason that we do not like to have surprises on the move day. We've looked into the inventory and the paperwork and the total price for this quote is correct and in line with the inventory and volume, therefore, we do not find anymore room for discounts other than what we've issued already. We are truly apologize to hear that one table was damaged, please contact or claims at ************ CID #*****-11

• Initial Complaint

  Date:11/08/2024

  Type:Customer Service 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.

  **** and others are cheaters, they have 0 understanding of customer service and they are such an unprofessional company which destroys your furniture and never takes responsibility!! Warning warning !!!!

  

  Business Response

  Date: 11/22/2024

  We are well aware of this issue. The shipper did not pay in full for the move and therefore did not fulfil his contractual agreement. We only address claims and look into resolutions for claims that were paid in full. The shipper was in touch with our claims department, and he is aware that we will not process any claim for compensation before his contract will be paid in full. He has our contact information. Thank you.
  

• Initial Complaint

  Date:09/06/2024

  Type:Product 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.

  On August 5, 2024 Puma Van Lines was to deliver my belongings to my new home and to a storage unit per the contract. I paid thousands of dollars for Puma Van Lines to delivery my belongings by professionals who were employees of Puma Van Lines as my contract stated. The people that delivered my belongings said they did not work for Puma Van Lines and the ******* contacted them to do a job. This was the first breech of my contract. Instead, the people were hired locally and they were not staff of Puma Van Lines. A few for the men confirmed as much. I was promised and in my contract any furniture that was disassembled would be reassembled. This did not occur. Second breech do the contract. There were items that did not get reassembled because the guys got paid by the ******* and left before the job was completed. The process of moving my belongings into storage and my home started around 9:00 am and did not end until after 9:00 pm. At the storage, my belongings were left outside and inside areas unattended for hours. My son went over to the storage. After he didnt see any of the hired help, he began to move the furniture. Meanwhile, at my home the hired help was in the building arguing with each other, some were not available to help and missing which was a source of the arguments. This was as midday. By the end of the day after 9:00 pm I had to rent a Uhaul the next day to bring my belongings to my home and rearrange my belongings that were tossed in the unit. In the end my furniture was tossed, dragged, and broken, my contract was not fulfilled and I received poor service. This was not the service I expected or should have received from a professional moving company. I filed a claim with Puma Van Lines and every time I call to check the status, I am told that my claim is being processed and I will get an email next week. This has been going on for a month now and I have grown impatient and remain frustrated and disappointed with this company.

  Customer Answer

  Date: 09/09/2024

  Additionally, some of my belongings were broke and damaged.  I have more photos but unable to load all of them. I tried to submit the contract but it was more MB than the system required.  

  Customer Answer

  Date: 09/17/2024

  The attached is a copy of my contract with Puma 

  

  Business Response

  Date: 09/19/2024

  Thank you for bringing this matter to our attention. We are aware of this complaint, and we are in the process of assessing the claim for the shipper. The claims department is assessing the claims as they come, and within a reasonable time frame. We are following up with them to expedite the process. Due to the big size of the move, the multiple locations we had to deliver to, and the delivery conditions at one of the stops in the storge facility, we were facing time constrain, and therefore offered the shipper to come back the following day to help rearrange and move items around. However, the shipper declined our offer to come back and help in doing so. The shipper had also filed for resolution through another venue of dispute resolution, and we are committed to exhaust and this way. Upon their findings, we will fulfill our obligation and the claims department will be able to come up with resolution for refund. We are sincerely apologize for any inconvenience and 

  Customer Answer

  Date: 09/19/2024

  I am rejecting this response because:  the terms of the contract were not fulfilled. I had two stops. My home and the storage. I had to rent a Uhaul truck to get my belongings that were labeled to come to the home but were put in storage. My son, my mother and myself had to bring the belongings from the storage to our home. This was to be done by Puma but was not filled as the contract stated. I had items that were not reassembled that were disassembled by Puma. This was in the contract and not fulfilled by Puma. The workers who were at the storage left before my belongings were put in storage. My son and my mother were at the storage putting our belongings in there. This was to be done by Puma and was not completely done. Items were left in my home not put together. Beds were left in the kitchen and this scattered all over. I am still requesting a partial refund of the delivery fees due to the unfilled contract, additional expenses I incurred because the job I paid for was not completed as listed in the contract, the unprofessional, contentiousness, combative behavior of the workers while in my home, and physical, mental, mishandling of my belongings that caused damage beyond repair.  and emotional distress it caused on my family. 

  

  Business Response

  Date: 10/02/2024

  As noted in our original response, we offered to come back the next day to complete the job, but the shipper refused to have us back. We delivered all the goods from Texas to her destination, and no items of hers were left on the truck, therefore, once she refused us to come back, we see it a completed job. We do not deny compensation for damages, and thats should be assessed by the claims department. Even tough she refused us to come back the following day, we are willing to offer a refund for the cost of the uhaul truck she had to rent, and the time it took to move some of the items around, however, the shipper filled for a chargeback with her bank and it's currently under review. Once the funds for the services that were rendered in full will clear, she will have the option to file her claim. Thank you.

  Customer Answer

  Date: 10/02/2024

  I am rejecting this response because:      I have never filed for a charge back from my bank against Puma Van Lines. The funds and last payment I made to Puma Van Lines at my destination were in six money orders as requested by Puma Van Lines for $5322.00. The initial payment was made by credit card and it cleared. The second payment was made by debit card and it cleared.  Which payment is in review for a charge back? Also, please provide information of how to file the claim and instructions of how I will receive compensation. 

  Customer Answer

  Date: 10/03/2024

  I am submitting this document as further proof there are no charge backs as Puma claims. Here are the money orders for the final payment to Puma Van Lines that support the bank account withdrawal submitted yesterday. They have received full payment but I didn’t get full service from them that I paid for as agreed. They men they wanted to come back to my home, were arguing with one another causing a commotion and disturbing my neighbors. Not to mention making me very uncomfortable with them and their behavior. Would you allow this type of behavior back into your home? Please review the information submitted to refute the alleged charge back.

  Customer Answer

  Date: 10/03/2024

  I am submitting this document as further proof there are no charge backs as Puma claims. Here are the money orders for the final payment to Puma Van Lines that support the bank account withdrawal submitted yesterday. They have received full payment but I didn’t get full service from them that I paid for as agreed. They men they wanted to come back to my home, were arguing with one another causing a commotion and disturbing my neighbors. Not to mention making me very uncomfortable with them and their behavior. Would you allow this type of behavior back into your home? Please review the information submitted to refute the alleged charge back.

  

  Business Response

  Date: 11/18/2024

  Upon review, the chargeback was ruled and full payment was received for the services. We apologize for the movers being loud and exchanging words between them, in some cases it's the nature of the moving business. We've emailed the claims department information to the shipper, here it is again: To file a claim please call 866-300-1299, When promote, please provide your CID #40511-11

  Customer Answer

  Date: 11/19/2024

  I filed for damages to my belongings and was offered around $100 for my broken my two 65 inch TV, broken desk, broken 75 inch entertainment console. No the issue has not been resolved. 

  Customer Answer

  Date: 11/20/2024

  I am rejecting this response because: after speaking with the claims department using the CID provided in the previous statement, I  was informed that Puma had not contacted them and they cannot do anything. The $123 was offered for the broken items and that’s all they can do. I have attached the email and the receipts for having to rent a Uhaul truck to transport my belongings from the storage to my home that was to be delivered to my home by Puma. The experience I have had with Puma has been absolutely awful, exhausting, and very expensive for the type of service I received. Again, I am requesting half of my delivery fees be refunded for breach of contract and mental distress. 

  

  Business Response

  Date: 11/29/2024

  The claims department will only assess the damages. When we will receive the conclusion from claims, we will add to that amount the cost of the uhaul. We will actually double the cost of the uhaul to compensate for any labor the shipper had to do to move some of the items around.

  Customer Answer

  Date: 11/29/2024

  I am rejecting this response because:   I will like to be notified when everything is completed. Please provide me with the information I will need after the claim is processed and completed. 

  

  Business Response

  Date: 12/04/2024

  You will have to conclude your claim with the claims department, you may contact them to finalize it. After that you can contact us at 1-866-730-8631 and we will add on to the claim the cost of the U-Haul.

  Customer Answer

  Date: 12/04/2024

  I am rejecting this response because: the amount for the Uhaul and labor costs you previously stated would be doubled. Please respond with the amounts you will to include in good faith. 

  

  Business Response

  Date: 12/13/2024

  The cost of the U-Haul was $160. We will double that to cover for the labor. Total $320 for truck rental and labor. Thank you

  Customer Answer

  Date: 12/21/2024

  I am rejecting this response because:  Please confirm the amount of $320 for the Uhaul and labor reimbursement and the claim reimbursement for $123 which includes a clause for no further legal action. This will be a total of $443 total. However, Please consider allowing $500 total for the breech of contract, inconvenience and pain and suffering. I will concede with $500. Thank you. 

  

  Business Response

  Date: 02/06/2025

  Please contact our customer service to finalize your claim. We do not have the option to do so over the pages of the internet. Thank you. 

  Customer Answer

  Date: 02/06/2025

  I am rejecting this response because: I will need to know how you are going to resolve this issue. Please provide the details of your plan to resolve this. Also, you did not provide me with the information of whom to contact and by which means to use for contact. Please provide me with the information necessary to contact your customer service department. Thank you. 

  

  Business Response

  Date: 02/21/2025

  You can reach out to Cassy 866-730-8631

  Customer Answer

  Date: 02/28/2025

  I am rejecting this response because:  I have not received a response from Cassie. I have called and the voicemail system was full and I have left messages when it was not full. I have not been contacted by her. I left my name and phone number to call me but I haven’t heard from her. 

  Customer Answer

  Date: 03/21/2025

  Hello,  
   Since our last communication, I had not received communication from Puma Van Lines after leaving messages  from previous phone calls as I was informed to do in order to resolve this issue. However, after I received this email, I called Cassie at Puma Van Lines on Wednesday. She advised she was waiting on a document from her boss and to call her the next morning. I called the next morning and Cassie assured me that she would send me a payment via Zelle on Thursday but as of today, Friday, I have not received the payment or received any communication from Puma Van Lines. 

  

  Business Response

  Date: 03/31/2025

  We apologize that the process was not understood. Cassy relayed to you that you need to contact the claims department so you could sign the settlement. Payments are being issued once we receive the signed settlement. We will follow up with both you and claims to see where is the hold up. If you wish to expedite it, please contact claims and ask them to sign the settlement. Thank you.

  Customer Answer

  Date: 03/31/2025

  I am rejecting this response because:  After I just contacted the claims department  (866) 300-1299, the person that answered the phone is saying they are not aware of a claims settlement. She said she offered me $123 a while ago. I asked the person for their name and she hung up the phone on me. I have attached the offer I received in November 2024 that is not acceptable. Please notify the claims department of the new settlement amount and confirm the claim amount here. 

  

  Business Response

  Date: 04/22/2025

  We contacted claims and requested them to contact the shipper with the correct amount, we are unsure on what is the mixup. Payment will be issue immediately after signing the agreement. Thank you.

  Customer Answer

  Date: 04/22/2025

  I am rejecting this response because: I completed the claims form and returned it on April 2, 2025. O have requested an update on the status but have not received it. The claims department sent me the settlement amount for $443 with this message (I have attached the email communication):

  Dear Ms. Dorsey,
  
  Attached is your settlement agreement.  You are entitled to $443.00which was authorized by the investigative team.

  I completed and signed the claims form but no response from Puma as anticipated. 

  Customer Answer

  Date: 04/22/2025

  I received another email from the Claims Dept with a Claims form attached. I previously completed the form on April 2, 2025. However, because it was re-emailed to me. I updated the claim form and emailed it to them. Please see the email communication and the claim form in the attachments.

  Customer Answer

  Date: 04/22/2025

  This is the email communication from the claims department letting me know a check will l be mailed. 

• Initial Complaint

  Date:11/17/2023

  Type:Product 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.

  They damaged the good in transport and offered me $12 for damaging $400 worth stuff. Stay away from them they will damage and never give you the claim for what they damaged they provide cheap service and do not give proper coverage go for a better business

  

  Business Response

  Date: 11/20/2023

  We are in touch with the shipper. We are unsure as to why the shipper decided to file a complaint with the BBB while his matter is in the middle of processing. Based on his contractual agreement, we will try our best to make it right. Thank you.

• Initial Complaint

  Date:10/24/2023

  Type:Product 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.

  This company not only overcharged for service they did not provide, their delivery men held my belongings hostage until I paid cash. They twice demanded more money for moving my furniture into my apartment. They damaged two items and refused to take responsiblity for the damage. The total damage is over $1,500. They claim that they never moved the items, but I have both an inventory and bill of lading from their own representatives that prove otherwise. Their insurance provider, Anthem, denied my claim based on their misrepresentation, and now both Puma and Anthem are claiming that the other party is responsible for connecting me to an arbitrator. This company is an absolute scam. They promise white glove moving service. What I got was a bunch of gangsters who broke my items and refuse to answer my calls or emails.

  

  Business Response

  Date: 11/06/2023

  We are always trying to complete each move with customer's satisfaction, and we are sorry to read that this was not the case with ****************** moving experience. The methods of payment are outlined in the terms and conditions of the moving documents, and in general all payments are due prior to completing the move, this is an industry standard and we are unsure on why it was misunderstood. We've received a request for arbitration from ************** through the Moving and ******************** and therefore, we are required by law to continue the communication through that venue. We are looking forward to work with the arbitrator, and remedy ************** for his experience based on the finding of the arbitration process. We are wishing ************** good luck in his new home, and would like to take the opportunity to apologize. Thank you.

• Initial Complaint

  Date:09/14/2023

  Type:Billing 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.

  My mother contacted these people so she could move from ** to OK. She told them she has a 3 bedroom 2 bathroom with lots of old wooden furniture. They assured her it would only take one truck and that it would only cost about $3700. 8 hour layer they're telling us their truck is full, there's still the whole garage and one whole bedroom and bathroom and that we needed another truck for another ****! They gave us no time to decide. They said our other option was for them to leave. So we paid another ****, now over ****, I have receipts. On unpack/move in day they're 3 hours late, one of the drivers stole medical Marijuana from my closet and then also smuggled it across state lines into TX where it's still illegal. Si many pieces of furniture and picture frames and obviously fragile pieces like glass lamps are shattered and destroyed. Irreplaceable wardrobe handmade passed down generations moved more than ten times before the door is smashed to bits like someone slammed on the brakes or slammed a piece of something else into it. Just an absolute WRECK and every single day my mother and grandmother of 96 years old are finding more and more destroyed items.

  

  Business Response

  Date: 09/25/2023

  Thank you for bringing this matter to our attention. The initial price quoted was for one 26ft truck, and we filled it to the **** We understand that the need to hire one more truck is expensive, but we made sure we honor the same rate, however due to the size of the move, it was necessary,and only the shippers can authorize if they want to hire one more truck for a state-to-state move. As far as the accusations of theft are concerned, there is no way for us to accuse nobody without proof. This was discussed with the customer prior to her filing this complaint, and as a courtesy for her concern,we agreed on a refund amount to her credit card, and the refund was done, by now it should have made it her bank account. We also provided, prior to submitting this complaint, information for our claims department. We sincerely apologize for any inconvenience but the time the refund takes to be shown on her bank takes **** business days, depending on the bank.

• Initial Complaint

  Date:08/25/2023

  Type:Billing 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.

  Do NOT do business with Puma Van Lines, LLC! ******* estimated my stuff will be about 300 cubic feet. After the gentlemen packed the truck in Dallas, **, the main packer took me to the truck to see the line in the truck indicated 800 cubic feet. If only he said that at the beginning I would have watched them pack. At there was no way to know what he placed at the beginning to fill up the space. There is a spot on the form to charge for stairs. They wrote elevator next to the stairs for both origin and destination and charged me $75 each. At that point I didnt want to contest because I was on a time crunch. How can you cheat customers so blatantly? Upon delivery, they only unpacked 500 cubic feet. The charge per cubic foot is $4.50. I was cheated $1350 (300 extra cubic feet) + $150 (elevator) = $1,500. Desired resolution: $1,500 refund. ***Warning DO NOT USE PUMA VAN LINES, LLC*** You will get scammed.

  

  Business Response

  Date: 09/07/2023

  Dear *******************************,
  
  Upon reviewing the documents and the facts, at the time of reservation your rep estimated the volume based on a list of items you have provided, 37 pieces. However, on move day you handed the movers close to triple, 93 pieces to be exact. Luckily, we had the space to provide the service. Since your items list was almost tripled, the volume and charges went up by the same proportion, and therefore we do not find a reason for refund.
  
  Keep in mind that our quotes are Binding and your price would have never changed if you would have given us the true details of your move. You had the option to decline the services, or any additional service, at any time, including on the moving day, before, during or after the loading.
  
  Your initial quote included elevator handling of $75, on both pick and delivery, and even if it was written by error on the wrong line, those services were rendered and we do not find a reason for refund.
  
  We apologize that the facts and our procedures are not in-line with your expectations, and we do not negotiate refunds over the pages of the internet, however, if you wish to speak with us further to find common ground, feel free to reach out to **** at ************ Thank you 

   

• Initial Complaint

  Date:08/02/2023

  Type:Billing 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 given a quote of around $1990 to move my stuff from ***** to **********. Upon pickup of my items, the movers said they would need to charge me for three picture boxes, which were $22 each, totaling $66 and bubble wrap for $1-2 per foot used. I agreed to this, however, when they were done they said my final bill was $444 additional to my first estimate of $1990, when I inquired about the charges they said it was for packing supplies and would not clarify further. The bill should not have been more than $100 for the bubble wrap and picture boxes. I ended up having to pay before they would take my stuff. However, I called later to discuss this with customer service and was told ****, the ** would give me a call back. It took multiple days for him to call me back (after I called twice as a followup). I requested a breakdown of the charges which he refused to supply, instead saying the extra $300+ charges was probably due to "labor and tape" and then hung up on me. I would like either a breakdown of the charges or a refund if they are unable to provide this breakdown for the additional charges. Other notes:- They told me they were going to be over an hour and half late for pickup my things, resulting in us rescheduling for the following day as my storage unit was going to close, meaning I had to miss two days of work - After delivery, I noted some of items were damaged, which I had to fill out a claim form for.

  

  Business Response

  Date: 08/02/2023

  The consumer is right. We failed to provide a breakdown list of the packing materials charges. We must have displaced the addendum with the packing list. We contacted the consumer and provided a refund for her issues to resolve the matter. Thank you

  Customer Answer

  Date: 08/02/2023

  I have reviewed the business response and accept this resolution.