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:07/01/2025

  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.

  A FedEx Driver crashed into my car on Interstate I-85 in ************* on 6/4/25 after failing to see me as he changed lanes. I filed a claim as instructed with ARC. I was told that I would receive an email detailing what to do next. No email ever came. Contacted them again on 6/13/25 and was told that the email was sent to an incorrect email address, even after having been told several times of the correct email. Received a lengthy form to complete and completed same shortly after my phone call with them. I asked for a rental car since it had been over ten days since the accident and still had nothing safe to drive. I was transferred to a manager who would identify himself only as **** *. I requested a rental car and he said "No". When I asked why, he told me that ***** had not approved a rental car and he would not do so. I again reminded him of the fact that it had been over 10 days without a car and he told me that I could file a claim with my insurance company and get one. I had already informed them that my insurance company stated they would take the claim but would increase my insurance rates and be reported as an accident against me. **** L could not have cared less. When I said this is ridiculous that this many days had passed without having contact, he told me that it was my responsibility to **** them down and not their's to **** me down. When I reminded him that his company said they used an incorrect email, he said it wasn't their fault. I then asked for a manager above him. He told me that he was as high as I could go and that the only people above him were the Director and the Owner. I asked for contact information for either of them, and he told me that he would not provide me the information. Now, it is July 1, and ARC has still not responded to my claim. In an email after completing their form, I was instructed that I would be contacted shortly. That was June 13. I have received no such contact. I feel abused.

  Business Response

  Date: 07/02/2025

  ARC handles the intake calls on claims for *****. The *** is ********* *******.  

  His Claim # ************. Phone #************.

  The claimant should direct his further inquiries to ********* *******. 

   

  Customer Answer

  Date: 07/21/2025

  
  Complaint: 23542365
  
  I am rejecting this response because: It has now been 42 days and nothing has been done to repair or replace my car.  I saw the email from ARC.  I have already contacted the person they listed, and nothing has been done since that conversation.  This is total disregard for taking care of a person who is totally innocent in this issue and is being bullied by a large company.  They have totally disrupted my life with the loss of use of my vehicle, and their total disregard for doing what is right.  42 days and nothing has been done.  I continuously get the run around and nothing is done to satisfy my case.  So, please do not close this file.  Nothing has been done, and I have already done what ARC responded to you.  I do not want this case closed.  They did not explain one single thing they have done to satisfy my damages or what they plan to do.
  
  
  Regards,
  
  ***** ********

  Business Response

  Date: 07/21/2025

  As previously noted, ARC does not handle property damage claims for *****. ARC serves as an intake center for claims. Once the claim is reported, it is forwarded to ********* ******* - the *** for ******* for handling.

  The claimant should direct his further communications to ********* *******.

  Our file is closed. 

   

• Initial Complaint

  Date:06/25/2025

  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.

  On May 14, 2025 ****** made a delivery to our home. The driver failed to put the large van in park and it proceeded forward until crashing into our house brick wall and garage door. He admitted fault in front of witnesses and law enforcement. An ARC adjuster ***** came and took photos of destroyed door, mortor cracks, ripped metal railings, etc. He said you know they'll depreciate the door. Why? He asked I forward my estimate a few days later. Sent on 19th door only. I ADVISED this did NOT include a pending estimate on the aluminum siding replacement nor receipts for EMERGENCY MITIGATION supplies authorized by ****** to prevent further water damage due to 3 weeks of storms and to secure a gaping whole which anyone could access the house through.
  
  On the 22nd I was made an offer to settle that was approximately $165.00 lower than my estimate and for door only. I denied the offer and advised they were told 2 more receipts were forthcoming. Even though they said he had everything. He didn't. His estimate for the door was conducted by finding the best price possible. My estimate was an EXACT match by the ORIGINAL installer. I went in person to Lowe's (where he obtained an online estimate) and after 30 minutes of details the Lowe's estimate for an exact match was $5,581.00.
  
  I have sent many emails to ARC updating but rarely receiving any response. Finally I asked for claims manager. She failed to call for 3 scheduled calls. Finally on Friday approximately 2 weeks ago she called and she listened. She said it was late on Friday and would be Monday before a decision and call. I said fine. As of June 25th I have received no call or effort to settle this claim by upping the offer that would include the siding repair and emergency mitigation supplies for a total settlement of $4,207.00. This did not ask for mortor repair or emotional stress and inability to leave house completely as it's not be repaired/secured.

  Business Response

  Date: 07/01/2025

  The claim has been submitted for settlement authority.

  Customer Answer

  Date: 07/01/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair 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.

  Amazon driver hit my car put a claim but they settling less than what the car cost of repair. I emailed them the estimate and called them no answer.

  Business Response

  Date: 06/27/2025

  A good faith offer was sent to the claimant with instructions on how his body shop should  proceed if they did not agree with our appraisal 

   

  Dear Ninaricci *********,
  As we have not received a response to our email of 28 May 2025 regarding your claim, we are again forwarding it for your review.
  Our appraiser, Snapsheet, has completed the attached appraisal of damage to your vehicle in the amount of $1,733.85. If you are in agreement to conclude your claim in this amount, please sign the release using the link below and reply to this email advising of your preferred method of payment: Amazon Gift Card, eCheck or paper check via **** mail (please note that paper check takes up to 15 business days for delivery). Please also verify the email or mailing address where you would like the payment to be sent. Once received, we will issue payment within 24 hours.
  Click Here
  If you have not yet taken your vehicle into your body shop to get repaired, please do so and present them with our appraisers estimate and ask that they contact Snapsheet to accept the price or to negotiate an Agreed Price for the repairs. (Note that this is standard industry practice and the body shop will know how to proceed).
  All best regards,
  ARC Claims Team

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair 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 12/11/2024 an amazon driver on a very rainy day drove their truck over the curb and onto my lawn. Then proceeded to driver further onto my lawn before driving off. This lead to significant damage to my lawn that needed repair. A claim was opened immediately with ***. After four months of no response, I called them for an update and was told they just "missed" this claim. After a couple more months I was provided a damage payment of about 33% of what the quote to repair from my local landscaping company provided. Once I refused that, now 6 months since the original claim, I was told they can not help me and to file a claim through the drivers insurance. They provided me an incorrect policy number. Refused to provide the correct information the insurance company was asking for. I was lied to repeatedly. I was never contacted by a supervisor despite is being "escalated". Most recently I was yelled at by the adjuster on my file that she can't help me. Looking at other claims it is clear that ARC chooses to make life difficult for the claimants and undercompensates purposely. I've never dealt with a more inept company that lies to their clients as *** does. I can not believe ****** chooses to contract with them

  Business Response

  Date: 06/23/2025

  I have contacted the claimant and confirmed he has been successful in filing a claim with the insurance carrier for the Amazon driver.

• Initial Complaint

  Date:06/20/2025

  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.

  I had a delivery from ****** where the driver damaged my yard. I submitted the property damage evidence to Arc Claims and Arc Claims approved a settlement payment of $350.28 which I selected the payment in an ****** gift card (below email). Ultimately, to this date, I still have not received the settlement payment and I've been emailing Arc Claims and ********@*********.*** everyday. They have not responded. In their portal, it shows payment issued; however I never received the gift card. I keep asking them to respond and check their records to make sure they have my correct email address, but there is silence. I only want what is promised with no deception.
  
  Email from 6/06/25 from Arc Claims (again, never received payment):
  
  "Dear **** *******,
  
  Per your acceptance or settlement in the amount of $350.28, we have issued you a (GIFT CARD, ECHECK, CHECK BY MAIL) in this amount today and are closing our file.
  
  Should you not receive your echeck in your email today or gift card in your email in the next 5 days, or your check in the next 14 days, please reach back out to ********@*********.***.
  
  Thank you for your cooperation.
  
  All best regards,
  ARC Claims.
  
  © 2025 ARC | All Rights Reserved"

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair 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 May 24, 2025, at approximately 12:40 pm an Amazon delivery driver making a residential delivery in my neighborhood struck and damaged my mailbox. My wife and I were in our yard at the time. Although we did not witness the incident, we heard the crash and immediately went to the front yard. The Amazon driver had stopped and got out of his truck. He was wearing a blue Amazon vest and driving a white Enterprise van, license number ******** ********. He said he had struck our mailbox and apologized profusely. He got on his phone and said he was calling his supervisor to report the incident. I don't know who he was actually talking to, but he was on the phone for several minutes. When he got off the phone, he said we would be contacted by ******. He said they didn't need our personal information because they would get it from our address on our mailbox. That sounded strange but we are ****** customers, so we knew our information was in their database. We did not ask for the driver's name since he admitted he was at fault and appeared honest. We waited several days with no contact and finally contacted ****** ourselves. We were referred to the ARC Claims Team. We filled out their claim form providing all of the above information as well as a video showing the damage to our mailbox. After several emails back and forth, the ARC Claims Team denied our claim stating, "there was insufficient information" to grant our claim, "we do not have any evidence that Amazon was the direct cause" and "we do not believe liability against ******, or the delivery driver has been proven". We were dumbfounded since the driver had admitted guilt and we submitted video evidence of the damage. Since denial of our claim, we have researched ARC online and it appears they are notorious for this type of claims denial.

  Business Response

  Date: 06/04/2025

  The claim has been resolved

• Initial Complaint

  Date:05/26/2025

  Type:Service or Repair 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.

  On February 14, 2025, an Amazon vehicle caused damage to my property while attempting an improper U-turn around the edge of my lawn and driveway. I witnessed the incident firsthand and reported it promptly to Amazon Customer **********************. A formal claim was filed under Claim #AMZ2025368789 through the Amazon Relay Claims (ARC) team.Despite multiple follow-ups, ****** has yet to conduct any site investigation, and the damage remains unrepaired. *** continues to request video footage of the incident. While I understand the importance of documentation, not every incident can be captured on video. This was a sudden, unexpected eventhow can anyone reasonably be expected to anticipate damage and have a camera recording at that exact moment? I submitted the report immediately after witnessing the event and provided accurate ********** is unreasonable and unfair to dismiss a valid claim based solely on the absence of video evidence, particularly when there is a credible eyewitness account and timely ****************************** Resolution:I am requesting that ****** immediately investigate the damage site, acknowledge the reported facts, and process the claim so that repairs can proceed without further delay.

  Business Response

  Date: 05/27/2025

  There is no evidence the Amazon driver is responsible for the alleged damage.  

  Customer Answer

  Date: 05/28/2025

  
  Complaint: 23379438
  
  I am rejecting this response because I personally witnessed the incident and immediately reported it to Amazon customer **********************. The damage occurred within seconds when the driver made an improper U-turn by driving over the lawn and the edge of the drivewayan area not meant for turning. We have a designated turnaround circle for that purpose, and no one typically attempts a U-turn in the middle of such a narrow road.
  
  Due to the sudden nature of the incident, I wasnt able to capture video evidence, which I understand was requested. However, I provided photos of the damaged area and the delivery truck, taken within a minute of the event. I also submitted a repair estimate from a professional.
  
  As a loyal customer of 20 years, I would not raise such a claim unless it was genuinely caused by your driver. I respectfully request that ****** reconsiders this matter based on the available evidence and circumstances.
  
  
  
  Regards,
  
  *********** ********

  Business Response

  Date: 05/28/2025

  An appraiser has been assigned to inspect the damage.

  Claimant has been notified

  Claim # AMZ2025368789 May 27, 2025
  
  01:10 PM
  To:*******************************
  
  Hello We will be sending an appraiser to inspect the damage.They will contact you to set up an appointment.Thanks *********
  
  
  

   

  Customer Answer

  Date: 06/09/2025

  
  Complaint: 23379438
  
  I am rejecting this response because:  

  The ARC claims had sent out an 3rd party appraiser to have a look at the damage. He stopped by last week, inspected the damaged area, took some picture. He will send the report to ARC claims. So far I have not heard anything about counter estimate from their own appraiser.  This is the most latest status update.

  
  

  
  
  
  
  Regards,
  
  *********** ********

  Business Response

  Date: 06/13/2025

  The claim has been resolved

  Customer Answer

  Date: 06/20/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********** ********

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair 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.

  On April 30th, ****** made a delivery and the driver accidentally hit my stone wall. Accidents happen, obviously, and I bear no ill will toward Amazon or the driver. I do, however, expect them to facilitate the repair of the damage that was caused to my stone wall. I have submitted my eyewitness testimony, photographs, and videos as evidence of what happened, to ARC Claims Management, who is saying there's not enough evidence to verify my claim. I strongly disagree with this opinion, and I am looking for a reasonable resolution.

  Business Response

  Date: 05/23/2025

  A settlement offer has been sent to the claimant

  Customer Answer

  Date: 05/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:05/19/2025

  Type:Delivery 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 May 8th 2025 an ****** delivery drove into my yard and got stuck. They had to call a tow truck company to help them get out of the yard. I was not notified by the driver of the damages they caused. They just drove off. I have reached out to ARC multiple times to try to get the issue resolved and the ruts in my yard fixed. This is absolutely ridiculous and horrible customer **********************. They still do not have a solution for me. Theyre still investigating the situation ??

  Business Response

  Date: 05/23/2025

  The claim has been submitted for settlement authority

  Customer Answer

  Date: 05/23/2025

  
  Complaint: 23350940
  
  I am rejecting this response because:
  
  We still have not reached a settlement agreement and I still have no update as to when this will be resolved. 
  
  Regards,
  
  ***** ******

  Business Response

  Date: 05/29/2025

  The claim has been transferred to the insurance carrier for the Amazon driver. The claimant has been notified and provided with the contact information for the insurance company - see below

   

  Claim # AMZ2025385710 May 28, 2025
  
  10:07 PM
  To:*************************************
  
  Thank you for your email. We have reviewed the claim and determined that it will need to be handled directly by the delivery companies insurance carrier. We have attempted to pass along the claim to the insurance carrier on your behalf however they require this to be done by you directly. Please contact the insurance carrier directly with the details below:Reserv Policy# ALA200903-28 ************
  
  
  

• Initial Complaint

  Date:05/13/2025

  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.

  I am filing this complaint against ARC Claims Management, a company whose continued accreditation by the BBB is absolutely misleading and indefensible.
  
  I recently had to deal with Dan M.  a claims adjuster with ARC, and it was by far the worst experience I’ve ever had with an insurance company. He refused to answer basic questions, completely ignored my request for a supervisor review, and presented a settlement offer 38% lower than the estimate I received from a licensed auto body shop—without justification.
  
  This lack of transparency and unwillingness to engage in good faith negotiations suggests a pattern of conduct aimed at minimizing payouts rather than resolving claims fairly. In my opinion, ARC’s actions amount to deceptive business practices and violate the standards expected of a BBB-accredited organization.
  
  Their actions do not reflect honesty, responsiveness, or integrity. I respectfully request that the BBB investigate ARC’s business practices and reconsider their accreditation status, as current and future consumers deserve to be warned.

  Business Response

  Date: 05/14/2025

  We have contacted the claimant and resolved the claim. 

  Customer Answer

  Date: 05/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  The response made by the business in reference to complaint ID ******** is accurate and I am waiting on a final mailed cheque. Thank you. 

  
  
  Regards,
  
  
  
  ***** ****