Puma Van Lines Movers

10 october 2017, 17:43

Update:Fortunately, I was contacted about this issue by Javier (seems to be the manager) who gave me the apology and customer service that I had been seeking. After speaking with him, I was offered reimbursement and a claims form. Though the initial service was disappointing, I am glad they made it right.Initial Review:Moving to LA from Dallas, Puma seemed like a great choice given the price point. Less expensive than others, but nothing suspiciously low. After having gone through what, I would have gladly paid a couple hundred more to ensure a quality move.Prior to the move, communication was decent. Day of move, I was quoted an additional $300. Ok fine, maybe I had more stuff than I thought. But real issue comes with the delivery.The delivery guy delivered my things to the WRONG HOME and left them there for over 24 hours. He then called me laughing like this was some small incident like "whoops, my bad". I then called Puma to see when I would receive my things, to which I got the runaround almost the entire day. Meanwhile, the driver calls me multiple times, upset that I called the company! What??!! He said "I'm sorry I ever told you, I didn't think you would tell the company." I then spoke to several customer services reps at Puma who found no issue with this, and refused to apologize. One even said "well we are still in the delivery window, so there isn't a problem", as if delivering all of my things to the wrong address is not a problem. The delivery company then told me they were "an hour away" for 6 hours. TERRIBLE service. And compensation for the extreme snafu? None. In the process of filing a complaint with the FMCSA.The only person I spoke to that seemed to have any customer service training was Cecilia.

review from yelp.com

10 october 2017, 17:43

ADDENDUM: Javier, from Puma Van Lines did a great job of communicating/resolving many of the issues described below. He apologized for many of the issues that occurred during the process and provided reimbursement and the claim form. Regarding the shuttle issue below: within minutes he was able to communicate and provide a website that explained the city ordinances from their end. Below is my initial review:I completed a move with Puma Van Lines from Dallas, TX to Chicago, IL. This was my first time using a moving company, and given the number of positive reviews, I was excited for my move. Perhaps this may be the nature of the moving business, but unfortunately Puma Van Lines and the long-distance contractor did not live up to expectations. There were so many things that caused unnecessary anxiety, which is exactly what you are trying to avoid with hiring a moving company. Below is a summary of issues: Cons: 1. Damaged goods - My dresser was damaged. I will need to file a claim.2. Liability Insurance - my apartment requests proof of mover's insurance (which is very common), it took seven days and about 30 phone calls for this to occur. My complex threatened to cancel the move because they did not receive the insurance in advance, but finally they provided it ONE hour prior to the move. 3. Other extra charges - at the time of pickup and delivery - numerous additional charges were added - including shuttle service ($300 for use of a u-haul - I could not confirm that this was actually necessary, however was partially reimbursed after the fact), using the elevator ($75), $75 after initial 75 feet they have to move the belongings (which can easily add up), charging for packaging all glass material, no matter whether you packed it yourself (which they did not unpack). Luckily, many of these charges were mitigated after a lot of arguing and pleading with the mover.5. Total cost. The estimate provided on initial contact is substantially lower than end result. Their estimate is based on per cubic foot ($4.50/cubic foot), which is standard. However, the estimate for cf needed is very low, despite me giving exact dimensions of my pieces and being exactly accurate with number of pieces and medium-sized boxes. Also, they incorrectly were charging me an extra 50% of space for each of my boxes, which was only corrected after I showed them the error on the final look through inventory. Not everyone knows the cubic feet of boxes - customers shouldn't have to. Pros1. They picked up and dropped off my things in a very timely fashion. I was very happy with receiving my things within 1 day of my first available date for delivery. 2. Mohammed in Dallas, TX was a pleasure to work with. Him and his team were efficient and thoughtful. He tried to work with us as much as possible and were very communicative and on time. I enjoyed being around when him and his team were moving my stuff out of Dallas. 3. Debbie and Cecilia were always very responsive answering my calls and questions. I don't blame them for the issues, however the issues still existed.4. In the end, all of my stuff got to my place and were not damaged (except for my dresser).I'll make an Addendum if any further contact/resolution is made.

review from yelp.com

10 october 2017, 17:43

Cesar and Sergio were amazing! They moved me from dallas to college station. They were fast and efficient! Very easy to work and communicate with! Super officials! Prices were good too! I would recommend them!

review from yelp.com

10 october 2017, 17:43

Great job by a hard-working crew today led by Manlan Frazer here in McKinney, TX.  Very professional and took good care of our items.  They came well prepared for packing our fragile dishes and larger items.  I recommend them to anyone looking for a smooth move even with a large house.  Hoping to have the same crew on the other end to deliver and unload our items.

review from yelp.com

10 october 2017, 17:43

Puma Van Lines was wonderful! Cesar managed his crew efficiently and our belongings were handled carefully. Cecile was also very kind and accommodating over the phone. I would highly recommend!

review from yelp.com