Puma Van Lines
reviews and complaints

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."

I hired Puma Van Lines to move my stuff on 10/19/2022. They gave me a price, but it changed when they picked up my things. They said I would get 30 days of free storage, but I got an email instead of a phone call saying my stuff would be delivered on 11/04/2022. I wasn't ready for the delivery, so I had to quickly find and pay for a storage unit. Puma Van Lines said they would cover the storage cost, but they didn't. When the movers arrived, they added an extra $750 to my bill for a fee I didn't know about. I refused to pay more, and they threatened to keep my stuff, which is worth over $25,000. I still haven't received my things, and this company keeps giving me excuses.

I made a transaction with Puma Van Lines on August 15th. I paid them a total of $10,159.25 for their moving services. The problem arose when we were assured by a sales representative that our storage would be climate controlled and our belongings would be placed in a cedar crate. However, upon delivery, we discovered that our fridge and freezer were filled with mold and rust. We tried reaching out to the representative named Rebecca, but she never responded to our concerns. Today, a man called my wife and threatened her, demanding that we remove our negative review on Yelp, claiming it was defamatory. Unfortunately, the issue remains unresolved as Puma Van Lines has shown no effort to address it. Our order number is XXXXXXX. We are not seeking a refund for the services or compensation for the damaged items, except for the fridge, which holds the highest value. We had to hire 1-800 Junk to remove the fridge due to the extensive mold, as it posed a health risk to our 11-month-old child. We can provide receipts if necessary.

I used Puma Van Lines to move from PA to TX. On Sept 2nd, their sister company came to pick up our stuff. It was just one guy and his 16-year-old nephew, not professional movers. The kid didn't even work for this company. Because of them, our walls got damaged in many places on both stairways. I've talked to the owner, Noah, multiple times. He promised to take care of it once I received my stuff in Texas. It's been over a month since our stuff arrived, and despite several phone calls and emails, he hasn't responded. I had to pay $950 to fix and repaint the walls. This company is a joke. They lied to us multiple times and scammed us. They charged us $2k more than the original quote. They even left behind a piece of exercise equipment. They also charged us for items we didn't even have. This was the worst experience I've ever had.

We've been in contact with Puma Van Lines since the day they picked up our belongings until they dropped them off, and even a year later, we haven't seen any results. The so-called vice president, Noah, promises to help and talk to Anthem Claims Management to resolve the issues, but then he does nothing. He tells me to speak with Melissa, but then he calls and says he handles everything, not her. I have all the text messages and voicemails where he says one thing and then changes his mind. He has been rude, incompetent, absent-minded, vulgar, and unprofessional. We paid a lot of money, but it seems like it wasn't for our property to be moved properly. Our belongings were transferred from two trucks to others, and we only had two unloaders instead of the promised eight due to a shortage of staff. We sent him and the claims department pictures of all the damages, lists of missing items, and overcharges, but he simply ignores us. We even had to file a police report because of Anthem Claims Management's incompetence. This is by far the worst moving company we have ever dealt with. They are scammers and rip-offs, and it's all run by the vice president, Noah, just like he proudly claims.

I hired Puma Van Lines on 7/30. We gave them the size of our furniture and boxes, and they gave us a quote of $3,483. I informed them about all the furniture we had, including a Cal King Bed (Rebecca said it's the same as a King), a crib, boxes, and other miscellaneous items. We did end up adding some more boxes, so we expected the cost to go up.

On 8/31, LD moving company showed up and started recalculating the cost. They told us to pay them directly, even though our contract stated that we should pay Puma. We were never informed that our move would be subcontracted out and that our belongings would be stored in California. Rebecca had told us that our items would be taken to Dallas, stored there, and then shipped to our new home once a delivery date was set. LD initially quoted us over $6k, but we settled at $6k in the end. Puma mentioned that the breakdown of the bed and crib were included in the price, but LD said they charge extra for that. Rebecca told me to pay LD $2k and the rest to Puma at a later time.

Later on, Melissa informed me that Puma couldn't do anything for us anymore because of the subcontracting situation.

This moving company, Puma Van Lines, has been the absolute worst I've ever dealt with! I need to warn everyone about them. My original quote over the phone was a little over 4,000 (I knew this would change because I forgot some items and hadn't packed everything yet). When the movers arrived and recounted, they said I had double the amount I initially mentioned, which was okay with me. So, my new quote was almost 8,000, double the price. But then, after the movers had my belongings, I received a call and my new estimate was over 11,000! Triple the cost. It was just me and my 2 kids moving only 2 HOURS away. We did need storage for 5 months while our house was being finished. So, I emailed weeks in advance to schedule a specific date. I thought I gave them enough time to make arrangements. But guess what? They added an extra 2,000 to my bill just for storage. Can you believe it? Storage sitting in a container cost me 2,000. I did talk to Noah, but nothing got resolved. The movers came and many things were broken and put together wrong.

We hired Puma Van Lines to move our furniture and household items from *** to ***. We were told that insurance covered all belongings and we didn't need any extra coverage. They kept our furniture for an additional 3 months, which we paid extra for. When we finally received our furniture at the end of October, we noticed that the two King *** had brown stains on them with a toxic smell, so we had to replace them. Additionally, we discovered that multiple boxes were missing, our kitchen table had broken wood at the end, and the glass shelves were missing from the curio cabinets. The desk was also broken, and some of our picture frames were scratched. They wrapped all these items, but unfortunately, other furniture also had scratches and dents.

On the day of packing up, the *** told us that she would reduce the weight if we paid her $300 in cash. We filed a claim and were informed that we would only receive $240, which doesn't cover anything. Frustrated, I escalated the issue to ***, the senior person, who mentioned that he would consult with the board. The maximum they can offer us is $750, which is unacceptable considering the extent of the damages and missing items.

We simply want a fair settlement that adequately compensates us for the damages and missing items we have experienced.

Date of transaction: December 14 Total moving costs: $5369.42 Reference number: XXXXXXX Services Rendered: Moving/transport services from Dallas, TX to Sarasota, FL. Unresolved issues: 1. The moving company messed up the walls and doorways at *** Dr., Dallas TX XXXXX and the landlord has kept $530.00 from my deposit. 2. When they delivered everything to XXXXX Monument Dr #***, Bradenton FL XXXXX, they messed up two TV's (65' & 55"), a dresser, and patio furniture. 3. I got extra insurance through Puma Van Lines' suggestions, with Moving Insurance, LLC dba Relocation Insurance Group, LLC. They paid me back $3,000 but after taking out the $1,500 deductible, I only got $1,500 left, which won't even cover half of the damages. I showed them pictures of the damages to the house in Dallas TX and the VP of Puma Van Lines (moving company) called me and said I should file a claim with my renters insurance company. But my renters insurance company said their insurance only covers the stuff inside the house, not the house itself. I want to get reimbursed for the damages caused by Puma Van Lines: $530.00 (from the landlord of the property) $1,500.00 (insurance deductible) TOTAL $2,030.00 Sincerely

I contacted Puma Van Aline's for a move to Arkansas. Edwardo and I discussed what I wanted moved, and we agreed on a price. After reviewing the quote, I contacted Edwardo to add an elevator and TV to the quote. The price increased, which I expected. On the day of the move, May 29, 2022, the movers arrived, and the supervisor walked through the house to determine what would go on the truck. The supervisor then started adding costs for the move, $700 more than the quote. I anticipated some price changes, but $700 more than the quote seemed excessive. Of course, on moving day, you feel a bit stuck with the movers and overwhelmed. When the movers delivered my belongings, I noticed that the TV stand was missing, as well as the pulls (knobs) for my antique buffet. I was instructed to write this down on the back of the invoice. One week later, I called Puma Van Lines to inquire about my missing items. Melissa claimed she had no knowledge of what I was referring to and said she would email a claim form. When I received the email, I realized I couldn't fill it out online. Instead, I had to print and mail it in. I explained that I live on a mountain in rural Arkansas with unreliable Wi-Fi and cell service. I decided to leave a review on Yelp and the ComplaintsBoard.com. Shortly after, I received a call from Noah, who said he would resolve the issue. He asked me to take the weekend and call him on Monday with the amount I would accept. I texted him my desired amount, and he responded by threatening to sue me both criminally and civilly if I didn't remove the reviews. I texted him again, lowering my amount to make things right. By this time, I had unpacked everything and realized that a box containing two pairs of hairdresser scissors was missing. He texted me a figure, but I explained that it wouldn't cover the cost of replacing what was lost. He claimed he was being generous. Once again, I understand that a quote is a quote, and I would never expect it to increase by $700. I asked him to meet me halfway, but he refused.

We hired Puma Vanlines to move us from Texas to Colorado in July 2022. We had a 2-day pack and paid for Full Service, which included packing, unloading, and setting up larger furniture pieces. The packing process was a bit chaotic. We walked through the house with the packers and explained what we wanted them to handle carefully, like antiques, pictures, and posters. We wanted to make sure they understood our expectations. Unfortunately, we couldn't keep a close eye on them because there were 5-6 packers working in different areas of the house. They rushed through the packing, cutting corners and making a mess. They even used our clothes as padding for frames, which ended up breaking the frames and shattering the glass, ruining our clothes. Some of our antiques were just stacked on top of each other without any wrapping, causing damage. They also ran out of packing blankets during the process. Once everything was loaded onto their trucks on the first day, the lead mover told us they were done and expected a substantial tip for their "great job." I felt pressured and paid, hoping our belongings would arrive safely. The delivery was split into two loads for no apparent reason. They didn't provide any explanation, just said it would arrive in a couple of weeks. When the items finally arrived, they were damaged. The unloaders didn't handle the furniture properly and forced some items to fit together incorrectly. Our bed frame had deep gouges, and our mattress had multiple tears. Additionally, three boxes of kitchen items were lost and never found. To make matters worse, the drivers insulted me when I didn't want to tip them again. The claim company offered a measly $114 as restitution for the thousands of dollars worth of damage and lost items. I've tried reaching out to Puma's SVP for help, but haven't received any assistance. I'm at a loss and would appreciate any support.

This is the letter that was sent to Puma Van Lines after a horrible experience moving from DFW, TX to Mesa, AZ. So far, the VP, Noah has done NOTHING to give us ANY satisfaction. I've/we've waited these last 8 days to inform you, in writing, of our HORRIBLE EXPERIENCE with your company. I've waited for 2 reasons, 1 was to finish unpacking. The other was to calm down so that I didn't explode all over you and your company. Here are my complaints. When I originally contacted you, I expressed that my biggest concern in hiring a moving company was the fact that so many of your competitors are notorious with their tactics to get you to pay more money. Your reviews were good. You assured me that Puma was not one of those companies. You then quoted me $8310 for my move from DFW to the Phoenix area. Now comes moving day, 4/7. Your lead mover, Jordan, decided that our contracted bid was far too low. So, my biggest concern immediately came true. I was held hostage by Puma. I was already in AZ my wife was absolutely terrified that we were being taken advantage of. Our original bid of $8310 has now gone UP BY 50%! Our new total was now $12,939.02. The day before delivery, your driver, Clinton called to tell me that he would arrive on the agreed date at noon. I briefly felt a moment of joy until Clinton told me that he'd need another $500 to pay his helpers when he arrived. WTF? Are you kidding me. New total-$13,439.02. He calls me again the morning of expected delivery and said he's been delayed until late afternoon. Clinton and his ol' lady arrived around 2 p.m. on 4/22. He immediately began to explain that he's not had any luck getting help, so it was just old Clinton to unload the truck on Friday evening. Eventually, a young man named Patrick showed up. Patrick and Clinton began unloading the truck truck into our garage. Helen and I began removing the large amounts of packing materials. Mainly used to secure things like plastic table, metal benches, etc. item