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:06/15/2023

  Type:Product 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.

  We hired Puma to move our furniture and house hold items from ***** to *******. We were told insurance covered all belongings and we did not need extra. They held furniture for 3 months that we paid extra for. When we got our furniture the end of Oct the 2 King ********** had brown stains on them that had a toxic smell so they had to be replaced. We had multiple boxes missing. Our kitchen table the end had broken wood. The curio cabinets the glass shelves are missing. The desk was broken. Picture frames scratched. They wrapped all these items plus other furniture has scratches and dents.We were told by the ****** on the day of packing up she would knock off weight if we paid her $300 cash. I placed a claim and was told they would give us $240. That doesnt cover anything. I then went to the senior person **** and he said he would get with the board and the most they can offer is $750. This is ridiculous as to all the damages am missing items that we have.We would like a fair settlement.

  

  Business Response

  Date: 07/06/2023

  Thank for bringing this matter to our attention, we are familiar with the issue and would like to respond with our view of the events. We are attaching the document which the shipper electronically signed at the time of booking the order. We have highlighted in yellow the first sentence of this document: "I understand the level of liability that was chosen for the move and the different coverage options available". Furthermore, on the second page, highlighted in yellow and marked in red, the different options to add additional levels of liability, following with a mandatory warning that we are obligated to present to the shipper by law. Considering all that, we do not find it reasonable to demand full replacement, especially when considering that no premium was paid for such coverage by the shipper, and considering that all coverages comes with deductibles. Our claims department assessed the claim based on the level of liability that was chosen and hence the offering of $240. We sincerely apologize for the damages and we strive to improve with every step, but unfortunately the nature of the moving business is that some things are beyond our control and that is why we emphasize and importance of making the right decision when it comes to the coverage of the shipment. We have offered in good faith and with high regards $750 which is more than triple the assessment of the claim and this offer remains. Thank you. 

  Customer Answer

  Date: 07/06/2023

  I am rejecting this response because:   I asked our sales person specifically about needing extra insurance and he said not really as all your items are covered 100% that is why we did not purchase extra. 
  if they would pay $1000 we would close the case. This is far less than what we paid for replacing items. 

  

  Business Response

  Date: 08/05/2023

  Not much to add here to our previous response. We have advised in writing the option to purchase an additional level of liability in bold letters, many times, in every step of the way. The salesperson advised that the basic coverage is included. The basic coverage is sufficient for some shippers, while others choose to purchase extended coverage. We do not negotiate settlement offers over the pages of the internet. If the consumer wants to negotiate a settlement offer beyond the contractual agreement, they are free to reach out to us by phone. Thank you.

  Customer Answer

  Date: 08/05/2023

  I have reviewed the business response and accept this resolution. We will accept the $750 even though it is a ridiculous offer

  Customer Answer

  Date: 08/31/2023

  I responded on 8/5 and still nothing back from this company. Can you find out what the issue is? 

  

  Business Response

  Date: 09/14/2023

  This matter was resolved. It was a simple miscommunication that was resolved. Thank you. 

  Customer Answer

  Date: 09/14/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/10/2023

  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.

  They tried to quote me one price and then say you need extra boxes for things so they dont get broken. They tried to bribe you that if I paid the people that load your things they will lower the price. I told the President/VP whatever he is about the situation and not at all was he apologetic about the situation, he only offered to take off $100. Fast forward, my things finally get here and most of the boxes are upside down *which boom means possible breaking of things. And I was right. My TV was broken and 2 weeks later when I finally finished packing, most of my dishes are broken. I call to speak with ******* who has been very helpful but works for a complete asshole! He calls back I tell him the situation then proceeds to tell me that Im the one that packed the things and he cant confirm if they were broken before I packed them. Why the h*** would I pack broken things genius?! I have never ever had this issue and I pack all of my things. Shrink wrap, bubble wrap, paper, everything so that this doesnt happen! He was rude as h*** I said instead of being apologetic about the situation for my many broken things, he proceeds to me hes not going to s apologize. Tells me to contact renters insurance. Then tries to talk over me and raise his voice, which of course who I am, I dont allow anyone to speak to me in such a manner. But again this is the president/vice president of the company?! What a complete joke!

  

  Business Response

  Date: 05/29/2023

  Thank you for bringing this complaints to our attention. We would like to offer our sincere apology to the customer, both for her moving experience, and her phone conversation with ************. We have sent the customer instruction on how to file a claim with the claims department. Thank you.

  Customer Answer

  Date: 06/13/2023

  I received a denial letter from the "claims department" stating that because I signed the document stating they were in good shape there is nothing they could have done. I signed a document that showed I received my items. I would have not signed a document stating any of my things were in good condition not knowing the condition of my things especially when they were packed in boxes. 

  

  Business Response

  Date: 06/30/2023

  We will request the claims department to reassess the claim in good faith beyond the contractual agreement. We will push for better results on the outcome of the claim. We are sorry again for any inconvenience.

  Customer Answer

  Date: 06/30/2023

  Truthfully it has taken months for me to unpack. I had one box left from my move which I was in no rush to unpack bc it was my full length mirror that belonged in the living room which is where the mover put it and where I chose to keep it. That particular box also had my canvas pictures in there. The canvas pictures were surprisingly ok but my full length mirror, shattered in the box. Not only was it bubble wrapped & shrink wrapped it was also put in a double box that clearly stated fragile. As well as the other boxes of my other broken things. 

  Customer Answer

  Date: 07/07/2023

  I am rejecting this response because:   Truthfully it has taken months for me to unpack. I had one box left from my move which I was in no rush to unpack bc it was my full length mirror that belonged in the living room which is where the mover put it and where I chose to keep it. That particular box also had my canvas pictures in there. The canvas pictures were surprisingly ok but my full length mirror, shattered in the box. Not only was it bubble wrapped & shrink wrapped it was also put in a double box that clearly stated fragile. As well as the other boxes of my other broken things. 

  

  Business Response

  Date: 08/15/2023

  Please add the broken mirror to your claim. Once again, we apologize for your experience and will oversee the claim status. Thank you.

• Initial Complaint

  Date:11/05/2022

  Type:Delivery 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 hired puma van lines to move my belongings on 10/19/2022 I was quoted a price and the price changed when they picked my items up. The promised me 30 day free storage but I get an email not a phone call stating my items would be delivered on 11/04/2022. Totally unprepared for this drop off I had to rush and pay for a storage to put my things in. I was told that the company puma van let nes would pay for the storage which didn't happenonce the movers arrive they tacked another $750 onto my bill for a fee that unbeknownst to me and when I refused to pay extra I was told they would keep my belongings valued at over 25,000. I have not received my items and has gotten the run around from this company

  

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 5, 2022/11/21) */
  Thank you for bringing this to our attention. We believe that this complaint was filed at the heat of the moment. By time the consumer filed the complaint with the BBB and the time we received it, the shipper had already received her delivery and was in touch with our customer service to resolve her concern. Thank you.

• Initial Complaint

  Date:09/14/2022

  Type:Customer Service 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.

  Charles the sales person reached out to me. I was busy so I didn't answer the call. He sent me a text that said "Just say you don't want a quote, instead of wasting peoples time." I let him know that this is a customer service thing he needs to work on he said his boss would be "Proud that I didn't cuss you out."

  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/16) */
  Charles is humble, respectful person, with lots of skills and experience in the customer's service field. It would take much effort to get under his skin, and it's the first complaint we've ever received on him. We've investigated the matter, and would prefer not to respond with contrary accusations. We would prefer to respond with the good old saying "The customer is always right" and issue a sincere apology. We apologize and wish the consumer good luck with his moving needs.
  
  
  Consumer Response /* (2000, 7, 2022/09/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/13/2022

  Type:Product 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.

  We hired Puma Vanlines to move us from Texas to Colorado in July of 2022. We were scheduled for a 2-day pack and we paid for Full Service of a packing, unloading at the new destination and setup of the larger pieces of furniture.
  The Packing: We walked through the house with the 'packers' and explained what we were taking, what was fragile (antiques/ pictures/posters) and our expectations to make sure it aligned with theirs.
  Unfortunately, we were unable to monitor them closely as they had 5-6 people there each packing a different area of our house.
  The movers proceeded to tear through everything as fast as possible, cutting corners and making a mess of the house. They used our clothes as padding for frames they loaded into wardrobe boxes; frames were broken and glass shattered tearing our clothes. They did not wrap our antiques at all in some cases just stacking them on-top of each other in large boxes causing damage. They ran out of packing blankets during the pack as well.
  Once all the items were loaded on their trucks the first day, the lead told us they were finished and we owed them a substantial tip for doing such a 'great job' insinuating our delivery depended on it. I felt strong-armed and paid in the hopes our items would actually arrive, much less safely.
  The delivery was made in 2 loads. They had no reason for not bringing it at once, just that they didn't and it would be arriving in a couple of weeks or so. The items arrived damaged and the 'unloaders' continued the trend by incorrectly setting up the furniture and forcing items to fit together in some cases. Our bed frame has deep gouges, and our mattress was torn in several spots. 3 boxes of kitchen items were lost never to be seen again. The drivers insulted me for not wanting to tip them again and their claim company offered $114 in restitution for thousands of dollars in damage and lost items. I have tried to work with Puma's SVP to no avail. Please help.
  

  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/18) */
  We are in touch with the consumer to remedy his experience. We have put a request to the claims department to reassess the claim and have notified the consumer. We have requested that every item that was damaged will be reconsidered. Tips are not mandatory and we apologize if one of the crew member had made those comments. Over all we apologize for the experience and once the claim will be reassessed, we will work with consumer toward a fair compensation based on the contractual agreement. Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/09/20) */
  I would like to hold off on my approval or denial of this response until Anthem has had the opportunity to respond with their assessment as that was a large part of my complaint and how it differed from what I was being told by Noah D***** from Puma.
  
  Thank You,
  
  Don
  
  
  Business Response /* (4000, 9, 2022/09/28) */
  We have settled with the consumer. Thank you
  
  
  Consumer Response /* (2000, 11, 2022/09/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  We negotiated a settlement

• Initial Complaint

  Date:08/24/2022

  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.

  We been in contact with puma van lines from the day of pick up to drop off and a year later with no results
  The so called vice president Noah says one thing that he'll help talk to anthem claims management to fix this but then does nothing
  He tells me to talk to Melissa then calls and says I do all that not them
  I have all texts messages n voice-mail of him saying one thing then changing it been rude incompetent absent minded vulgar and unprofessional
  We paid very good money but not for our property to be moved from 2 trucks to other than other from 8 movers to load to only 2 unloaders due to short staff
  We've sent him n the claims depth pictures of everything damaged, to lists of damages missing items and over charges but he does nothing but be ignorant
  We had to do a police report per anthem claims management
  Worst moving company ever we had
  Scammers rip offs run by the vice president Noah
  Like he said I run everything

  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/09/08) */
  We would like to apologize that we failed to delivered a perfect move. The claim was assessed by the claims department based on the level of liability that was chosen, and we learned that the claim did not meet the deductible. With that being said, Mr. Noah offered the consumer a lumpsum compensation as a good faith settlement, to which the consumer agreed verbally. However, at that point, for some reason, the line of communication had broken. We would like to offer the consumer the option to contact Mr. Noah and finalize the very same offer, in writing. If this option is not acceptable to the consumer, we have an arbitration program in place with ATA - American Trucking Association XXX-XXX-XXXX. Thank you and we hope to settle this claim as soon as possible.