Address: | 4838 Woodall St, Dallas, TX 75247, USA |
Phone: | +1 469-828-6850 |
Site: | pumavanlines.com |
Rating: | 4 |
SA
Sarah MacDonald
Update 8/27/16: After posting my negative reviews, the owner of the company contacted me and finally offered to pay for the damage. I recently moved from DFW, TX to Indiana. One thing that mildly annoyed me on pickup was that I had been upfront from the beginning that I had a piano to move. And when we were reviewing my contract in Texas, I found out I had to pay an additional fee on top of what was quoted to me because the piano was considered a heavy item. We agreed on a fee, I asked if it covered pickup and delivery, and the mover said yes. I just wish I had had some warning that there was going to be an extra fee since everyone knew that I was moving a piano. All the trouble started when the movers arrived with my stuff in Indiana. The guy was the rudest individual I have ever encountered in my life. First he asks me is why I only paid X amount to have my piano moved. I said it’s what Puma had said I owed, so thats what I paid. He said it wasnt enough money, and that if I wanted my piano moved into my house, I needed to pay him another $100 to move the piano in my house. I refused, mainly because I didnt have an extra $100 laying around to pay him, but also because I had signed a contract stating what was owed, and thats what I paid. If he had an issue with the price charged, he needed to take it up with Puma. In the end, he literally left my piano on the side walk and my fiancé and I had to move it into the house ourselves (without causing any damage to our house or floors). The other main issue I had was that I had a couch that was being moved. I wanted the couch put in the basement, because I was moving in with my fiancé and he had two couches in his living room already. Admittedly, to get into the basement it’s a sharp turn through the kitchen, but I didnt think it would be too much of a hassle to move the couch. He looked at the couch, looked at the door to the basement and declared there was no way it would fit, it was much too large, and refused to move it down. So we had him leave the couch in the living room (with two other couches and a TV, and entertainment stand - there was hardly room to walk with all the furniture) until we could figure out what we wanted to do with it. While moving the couch in the living room, they scooted the couch across the floor and left a huge (almost 1/2 the length of the room) gash in our floors. My fiancé had just had new vinyl floor installed 3 weeks before I moved up there. Then they left another smaller gash when they put my dresser on the floor. At the time, I pointed out the gash to the mover, and his response to me was "Eh, it happens. At least we havent damaged your walls." I took a picture at that time of the damage. (About a week after the movers were there, we got tired of climbing over the couch, measured it, and moved it down into the basement with very little difficulty and without causing any further damage to our floors.) The very next morning I called Puma with all my complaints about the delivery and their driver. I spoke with Cecilia and at first she was very sympathetic, "Oh, Im so sorry you had that happen, well talk with the driver, Ill pass your info on and someone will call you back this afternoon". No one ever called back. I called back several more times and emailed pictures of the damage and a quote from the flooring company, and despite promises of someone will call you back today, no one ever did. I finally filed a complaint with the BBB and they still are steadfastly refusing to pay for the damage to my floors. They say it’s because I didnt leave the furniture where the movers left it. On the side walk and in the middle of my living room. They say the mover is denying causing the damage. Even though I pointed it out to it and they have the time stamp of the pictures that show they were taken while the movers where still at my house. They implied that I caused the damage myself moving the couch. A week after my first phone call complaining about the rudeness and damage to my floors.
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Shenekwa Roth
Horrible experience!!! I hired this moving company to move my items from Texas to Florida the lady on the phone gave me a quoted amount of $900 for the items I was moving which were a one bedroom no more than 7 boxes real small move. Well the guys come and do a good job loading my items into the truck in fort worth then he says its going to be more because your furniture is bigger than we intended. So it went up $150 not bad bit I didnt wanna pay more. So they take my things to their onsite storage unit. I move to Florida I give them a week in advance to have my things shipped it took them two weeks to bring it. When the guy called he says I will be there at 5:00 p.m they made it at 6. One guy knocked on my door and asked you got a delivery? I answered yes he says follow me which in my opinion very disturbing I say well arent you all going to bring it to my door? He says we are in an 18 Wheeler and we cant fit in the apartments so you have to talk to my driver. So I follow him to the truck around my building. He says yes we cant pull in and it will be $75 extra on top of the rest of the payment so I give in and say yes because I need my furniture! I accidentally gave him $40 extra and he never mentioned it and never gave it back! I also unpacked my 60" 3D t.v and its cracked from top to bottom and makes a loud noise when it cones on. At the end of the day I paid almost $1300 for a quote that was originally $900.
KH
Khloe Scurry
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 "Im sorry I ever told you, I didnt 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 isnt 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.