On August 11th, 2026 Pure Moving company performed a move from our house in Seattle to our new home in Edmonds. During this move they did significant damage to our hardwood floors, newly refinished in February of 2025, and made holes and scratches in the drywall of our stairway.
As of this publication (85 days since the damage), they have failed to provide payment to the contractor for repair, open a claim for the repair or provide valid commercial liability insurance for this damage. They acknowledge they did the damage and are responsible, but have failed to provide a way for us to repair our home. Full background and details of our experience after the gallery showing the damage to our previously near pristine floors.
We originally contacted Pure Moving on July 23rd for a move on August 11th. After confirming the initial availability, we provided additional details.
We replied with full details of the move, including that a refrigerator would be the only major appliance moved. I verified that the house being moved from was a 3 story townhouse and the refrigerator was on the 2nd floor. The original plan was to swap the refrigerators, moving the one from Seattle to the new home in Edmonds and moving the one in Edmonds to Seattle. Pointed out that the kitchen in Edmonds was 1st floor, but the house in Seattle kitchen was on the 2nd floor of a townhouse.
Same day, July 23rd Pure Moving provided a quote for time, number of movers (3), truck fee and heavy item fees. I reinquired about the refrigerator swap.
At 6:00 PM on July 23rd, Pure Moving replied with “I’m happy to confirm that we can certainly accommodate the refrigerator swap between the two houses.”
I inquired again about the pricing for the refrigerator swap. Oscar from Pure Moving responded at 9:38 AM on Friday, July 24th – “Thank you for following up with us. Regarding the refrigerator move, we can certainly accommodate that scenario. Here is how it would work.
Our team will arrive at Zip Cal 98103, load up your items, and transport everything to Lynwood 98026, including the refrigerator. Considering the double drive time from Linwood back to Seattle, there will be an additional one-hour charge added to the hourly rate from point A to point B. Following that, we can then pick up the freezer from Lynwood 98026 and return it to Seattle 98103, dropping it off at that location. This return trip will also incur a double drive time charge, adding an additional hour to the hourly rate.
In total, you’re looking at two extra hours for double drive time plus the hourly rate for the three-man crew.
Please let me know if you have any further questions, or if it makes sense, we’d love to help and lock something in.”
On Friday, July 24th we confirmed the booking date of August 11th, including the refrigerator swap.
On the date of the move, Pure Moving Company attempted to move the refrigerator from the 2nd floor of the Seattle townhouse. They failed to get the fridge out of the house and in the process did extensive damage to the hardwood floors and made a gouge in the drywall of the stairway. They did not have any floor covering on the hardwood floors when they made this attempt.
On Tue, Aug 11, 2026 at 2:13 PM emailed Pure Moving Company <info@puremovers.com>:
They just did very significant damage to some recently refinished hardwood floors. Scratches and gashes. Plus damage to the drywall, including puncture holes.
We will need to get this professionally repaired. The hardwood floors are a massive concern to home value.
And they still didnt get the fridge out
At 2:23 PM, Pure Moving emailed back:
Hello Michael,
Thank you for bringing this to our attention. I am very sorry to hear about the significant damage to your hardwood floors and drywall, and I sincerely apologize for the inconvenience this has caused.
I have already passed this on to our claims department so we can determine the best course of action. To help us with our records, could you please send us photos of damaged areas?
A member of our management team will be in contact with you soon.
Best regards,
Oscar
We sent pictures of the damage.
On September 2nd, we emailed a quote from Coast Construction and Restoration, LLC, a reputable repair and construction company we had used for previous repairs after a flood:
Good day,
Please see the estimate for repair attached. Please let me know how long it will take insurance to approve.
Thank you,
Michael
There was no reply from Pure Moving Company for a week.
On Wed, Sep 9, 2026 at 6:52 AM we emailed:
Good day,
Can I please get acknowledgement that you have received this message and are working on the claim?
Thank you,
Michael
They replied at 9:03 AM:
Good day Michael, I sincerely apologize for the inconvenience. I will talk to management in our claims team to see what the update is, and as soon as I get a response, I will get back to you. Thank you for your patience.
Best,
Oscar
On Friday, September 11th we sent another email:
Is there any update on this? It has been more than a week since the estimate was submitted to you.
Thank you,
Michael
Pure Moving Company replied:
Hey Michael ,
Thanks for checking in. After reviewing the estimate provided – could you confirm whether or not the entirety of the damage listed on the estimate was solely caused by the moving team?
Thank you
Alexander
General Manager
Pure Moving Company
We replied:
It absolutely was. We had the floors refinished less than 2 years ago. The crew trying to manipulate the fridge down the stairs, without even having a rug down over the hardwood floors, made deep scrapes into the hardwood and even removed a small chunk from the top of the stairs. They also made holes in the drywall on the top landing of the stairs.
You can reach out to the company who made the estimate for further details, but that area was pretty immaculate prior to the move.
Thank you,
Michael
NOTE: I mention talking to the repair company as they are the ones who recently refinished the floors after a flood and were the ones who advised that spot treatment would not restore it back to it’s previous condition.
On Friday September 11th, Pure Moving replied:
Thank you for the clarification. Please give us time to continue reviewing all relevant information.
Best,
Alexander
On Thursday, September 17th we emailed them again:
Is there any update on this? We would like to move forward on getting the repairs scheduled.
Thank you,
Michael
Pure never responded to that email.
We emailed them again Tuesday, September 22nd:
Good day,
We need to move forward on this. The property needs to be repaired in prep for rent and sale.
My next step is to reach out to the Washington Utilities and Transportation Commission (WUTC) to see if they can directly open a claim with your insurer.
Thank you,
Michael
Alexander replied asking to setup a call. I replied that it was best for them to talk to the contractor as they could provided details on the repair costs. I could directly attest to Pure Moving causing the damage.
They replied:
Hi Michael,
The estimate calls for sanding, staining, and refinishing 305.7 square feet of hardwood flooring 84 SF in the kitchen and 221.7 SF in the living room despite the photographs showing localized areas of damage.
The estimate also includes $1,595.70 for the stair/drywall area, including two drywall repairs, replacement of 9 LF of corner bead, and painting of 467.28 SF of walls and ceiling, despite the photographs again showing localized damage. We have also accounted for the damaged stair nosing and small section of flooring identified near the step.
Based on the documented areas of damage, we can offer $2,000 as a settlement toward the flooring, stair, and drywall repairs.
I’d be happy to get a check processed and sent out today, or I can send it via Zelle, whichever you prefer.
Best,
Alexander
General Manager
Pure Moving Company
We replied:
Please provide me details of your insurance company, including a claim number. I will not negotiate with Pure Moving Company, only your insurance company.
I plan to file a complaint with Washington Utilities and Transportation Commission (WUTC) if I do not have claim information by noon today.
Also be advised that this has not turned into a very negative customer experience when it should be a simple case of Pure Moving Company taking responsibility for damages caused to a customer’s home.
Thank you,
Michael
As a reminder, at this point it has been 20 days since they received the repair estimate and 42 days since the damage was done. We were not going to accept a lowball offer that would not cover the repairs needed to restore our home to it’s previous condition.
Pure Moving Company replied with (emphasis mine):
Hi Michael,
We are not refusing responsibility for damage caused during your move. Our concern is with the scope of the estimate.
It calls for refinishing 305.7 square feet of hardwood flooring and painting 467.28 square feet of walls and ceiling despite the photographs showing only localized areas of damage.
My goal is to resolve this fairly and professionally.
Best,
Alexander
General Manager
Pure Moving Company
We replied with:
The contractor believes the work is required to fully repair the damage done by Pure Moving Company. Please provide claim information. I will have my contractor work directly with your insurance company to get the damage completely and properly repaired.
Thank you,
Michael
A note here. The contractor had previously informed us that you cannot “spot” repair hardwood floors without it looking like a repair job. Our floors were near pristine due to having them refinished less than 2 years prior. To do a spot repair would significantly reduce the value of our property for damage caused by Pure Moving Company. Although I understand that they would prefer to avoid the costs, we should not lose home value due to damage solely caused by them.
They replied (September 22nd) with:
Hey Michael ,
Understood completely. The last thing I want to do is create a negative experience.
Please find our insurance attached to provide to contractor.
Best,
Alexander
General Manager
Pure Moving Company
They attached a PDF with insurance information. Not a filed claim, but with information for an insurance company. Wanting to get moving I replied with:
Thank you. I have forwarded the information to Coast Construction and they will let you know if they need anything else to get the claim and repairs going.
Thank you,
Michael
We ended up trying to work with the insurance company they provided.
I provided the information to Coast Construction and Restoration, LLC to try and get the claim going.
On October 5th I reached back out to Coast Construction and Restoration, LLC to see how the process was going. I went back to Pure Moving stating that I was ready to file a report with WUTC to try and get a valid claim and the repair work started.
On October 7th, Alexander from Pure replied with “contact information” for the claim.
On October 9th I was able to make contact with Paulette at the insurance company who informed the insurance they provided was for the motor vehicles and furniture damage, not damage to the home. She advised to get the general liability insurance from Pure. I let Pure know and Alexander stated “I will look into this and get back to you asap.”
Later that day, Alexander (Pure Moving) sent a new Certificate of Liability Insurance to me and Coast Construction.
On October 13th, Coast Construction reached out to Alexander (Pure Moving) and me stating “I tried to get in touch with the insurance carrier on the newly supplied Accord form, but all the policies are under Zen Moving PLLP, not Pure Moving. Do you have any other insurance information you can supply?”
On October 14th, Pure replied with: Zen Moving PLLP is Pure Moving Company, as. Zen Moving PLLP is the legal entity name under which Pure Moving Company operates, which is why the insurance policies are listed under that name.
Please let me know if any additional clarification is needed.
On October 16th, I reached back out to Coast and Pure for an update. They replied with: I was able to get in touch with the correct carrier, Crum & Forster Specialty Insurance Company. I have filed a claim and am waiting to hear back from the adjuster with an assigned claim number.
I followed up again on October 27th with: Any update? Let me know if I need to make any calls directly. Thank you, Michael
Coast let me know that the insurance company was supposed to follow up with me and gave me a reference number.
I called the insurance company on October 27th and was able to get an actual claim number and the name of the adjuster.
I called again on October 28th and spoke directly to the claims adjuster who let me know the claim was being investigated. After the call she emailed me: Thanks for speaking with me today. As discussed, we are finalizing our coverage review and will get back to you shortly.
On Friday, October 30th the claims adjuster of the 2nd insurance company information provided emailed me:
Good morning Michael,
Please be advised that our coverage investigation is complete, and it has been determined that there is no coverage for this claim. There are specific exclusions contained in the policy which apply to preclude coverage for this matter. Accordingly, CFSIC will take no further action at this time.
If you have any questions or additional information for us to consider, please let me know.
I emailed Pure Moving company on October 30th letting them know that my expectation was they send full payment for the repairs to Coast Construction by end of business day on Monday, November 2nd. At this point they have provided TWO irrelevant insurance policies.
I inquired on November 3rd on whether or not payment has been made. Alexander responded “We are working on it will let you know once complete”.
I had originally asked them to open a claim directly which they have refused to do. As of this writing (November 4th), it has now been 85 days since Pure Moving Company did significant damage to our home. Damage which is impacting our ability to rent or sell the home. The repairs require the house to be vacated for several days, and we cannot rent it out in good conscience knowing the impact to any renters or tenants.
It feels as if Pure Moving is attempting to deflect responsibility and waste our time in the process. I cannot stress enough how unnecessarily complex and unpleasant this entire experience has been. I would recommend everyone to exercise extreme caution before engaging with Pure Moving Company on a move. They caused the damage and have stated they are responsible, but have not taken the steps to fix the damage they have caused, even months after the damage was done and a professional estimate was supplied.