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: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. 

• 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.