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:03/18/2024

  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.

  ARC manages claims for Amazon drivers. on 2/11/24 an Amazon driver backed into my mailbox, damaging it beyond repair. The driver came to my door that day and told me he did this. My adult daughter was there and her told her first and then she got me and I talked to him. He told me someone from Amazon would be contacting me about it. A week went by with no contact from Amazon, so I called them. Next thing ARC contacted me and told me to file a claim and send pics. I did both. *** then tells me they will give me $300 for this. I was a bit shocked at this low amount so asked for an itemized list of this claim. They sent me this itemized list and in that email they "******" says that ARC is not sure this incident actually happened. So they are essentially saying that I am fabricating this whole thing. I find this very insulting to say the least. I sent an email explaining AGAIN that the driver told me he did it, and ask them "******" if they spoke to the driver. No response except to say this is their final offer, so basically take or leave it. They have been nothing but rude, unreasonable and nonresponsive So, $300 total, that is 200 for a mailbox and 100 for labor. Do you know anyone that is going to remove the old broken mailbox, dig a hole and place a new one for $100?? That's insane! I have asked for a total of $600 for the new mailbox and labor. That is reasonable. Apparently the business model of this company is to lowball and then stonewall. Sickening. It a numbers game...I get it. ARC has nothing to lose by being nasty...except their reputation, which apparently they don't care about. Some people will just accept the offer and move on. I won't. I shouldn't have to pay anything for something that was not my fault. Claim # AMZ2024291107.

  Business Response

  Date: 03/19/2024

   

  The only damage done was to the mailbox post.
  
  I went to the ***** Home Improvement site and found a post similar to the damaged post for $43.00.
  
  Although your mailbox was not damages, I found a mailbox similar to the mailbox for $35.00.

  I forwarded this information to the claimant via email.

  That puts the total cost for material at $80.00 and leaves $220 for labor to install the new post.
  
  I respectfully maintain our current offer is fair and reasonable.

   

  Customer Answer

  Date: 03/20/2024

  
  Complaint: 21451800
  
  I am rejecting this response because:Once again ARC doesnt do their homework. If ****** had done her homework and talked to the driver she would have learned he did in fact hit my mailbox instead of calling me a liar. If you had researched installing a mailbox you would realize you left out a very important piece. I did the research. What do you think holds that post in place? You can either put concrete in the hole that has to be dug or you can buy a steel device that screws into the ground. The latter is what I had which busted when it was backed into. Thats why the post is leaning. If you look closely at the pics I sent you can see the broken bracket. I notice you also failed to figure tax and shipping into those prices. Perhaps you would like me to go to Lowes and pick them up instead? The nearest Lowes is 25 minutes from my house. Are you going to compensate me for my time? Now how much is left for labor? Respectfully submitted.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 03/20/2024

  I have responded to the claimant via email and provided him with updated material costs (including tax) totaling $79.73. That leaves $220.27 to cover the cost of labor. We have previously sent the claimant a check for $300. That is our last and best offer. 

  Customer Answer

  Date: 03/27/2024

  
  Complaint: 21451800
  
  I am rejecting this response because: I have cashed the check ARC offered, not because the matter was resolved but because I am tired of arguing with them. *** has one goalspend as little money as possible to TRY to settle a claim even knowing that is not going to cover the loss. People should not waste their time trying to reason with this company. Their strategy is to lowball, and then stonewall, hoping enough people will just give up. What have they got to lose? The best option people have is to complain to the companies that contract with ARC *************** etc). Maybe if these companies receive enough complaints theyll sever ties with ARC. The other option is legal. Theres just not enough money involved in my claim to be worth investing any more of my time on them and I dont want to deal with them anymorehopefully never again. 
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/27/2024

  Type:Sales and Advertising 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.

  I was directed to ARC's ***************** 3 weeks ago after my parked vehicle was hit by an Amazon truck. *** was suppose to help us identify which insurance provider owned the policy on the truck that hit our vehicles since the Driver was unable to produce an insurance policy at the time of the accident. *** directed us to reach out to ****** Insurance who indicated they did not own the policy. At this point we were then re-directed to three additional insurance companies all of which claimed they did not own the insurance policy on the vehicle that our parked car.When I escalated to ARC to connect us with the actual insurance company that owns the policy for the Amazon Truck, I never received follow up from their management team despite being assured that a supervisor would contact me. After my third follow up outreach I was connected with an agent named **** and had the worst support interaction I've ever had with a company. He cut me off at multiple points, raised his voice, refused to listen to the steps we'd already taken reaching out to 4 different insurance companies. I acknowledge that my voice became raised in that conversation but this was in response to what I can only describe as an incredibly dismissive, non-professional and confrontational approach to provide support. I refuse to work with *** moving forward and have re-escalated to Amazon. However, for the sake of other consumers I wanted to escalate my experience and ensure ARC takes steps both to ensure they're providing individuals with accurate information on who to contact which is their PRIMARY job and have a support team that understands how to handle interactions in a professional manner.

  Business Response

  Date: 02/29/2024

  This claim involves a collision with an occupied vehicle. ARC does not handle property damage claims involving occupied vehicles. 

  The matter has been referred to the insurance carrier for the Amazon driver.

  Having said that, I am assisting the claimant in submitting their claim to the proper party. 

• Initial Complaint

  Date:02/05/2024

  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.

  ARC Claims is supposed to be handling claim# *************, which I made for damages to equipment at my property from an Amazon delivery van. The van ran into a piece of agricultural equipment that I use to spread sand and warped the frame such that it no longer works properly. I have the accident on video. I was offered $500 in compensation for the damages, which I believe to be very unfair as a new machine costs $8,700. It would be fair for it to get repaired by others since they damaged it. I would agree to take the $500 in compensation just to put this issue behind me, but ARC will not respond to any of my calls. I have emailed, called and left messages with my contact info many times. The phone number of the person who I understand to be responsible for my case is *-***-***-****. I feel that their strategy is to ignore me until I give up.

  Business Response

  Date: 02/06/2024

  I have contacted the claimant via email and advised him his settlement check has been requested and that i will notify him when the check has been processed. 

  Customer Answer

  Date: 02/06/2024

  [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:01/12/2024

  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.

  I witness an amazon truck hit our car and drive off. Arc is giving us the run around. I sent photos and videos of the damage. I witness the accident hit and run.

  Business Response

  Date: 01/12/2024

  I sent an email to the claimant requesting she call me regarding her complaint. I await her response. 

• Initial Complaint

  Date:12/28/2023

  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.

  *** received my claim of a stolen vehicle on December 5, 2023. The adjuster has NEVER responded to any emails or phone calls, I have had to call the general customer support number in order to speak with anyone. The customer ********************** agents that I have spoken to say, "we are waiting on Amazon, and it will take 30 days" They did not submit any information to Amazon in a timely manner and now it has been almost 6 weeks since the incident. According to the adjuster, my car was a total loss. The towing company came and took the vehicle 2 weeks ago and I am still sitting without a car or any money for a vehicle.

  Business Response

  Date: 12/29/2023

  The claim has been submitted for approval. We expect a response by early next week. I have notified the claimant via email advising same. 

• Initial Complaint

  Date:12/24/2023

  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.

  I was in an accident on November 3rd 2023. ARC insurance was handling the claim. After a month my claim was transferred to Sedgwick, after dealing with ********, they said ARC sent payment. On December 8th my vehicle was paid off through Capitol One and supposedly my payment was mailed the same day as Capitol One. It is now Christmas Eve and I've been without a vehicle for over 7 weeks and still no payment received. I received the title from Cap One yesterday! The gentleman that bought the salvaged car wants the title but I'm not turning a title over to anyone until I get my $5100 that's owed to me. My next steps with *** is contacting the ******************************* and using my friends recommended lawyer to get MY MONEY AND ADDITIONAL FUNDS FROM THE FRAUDULENT ARC THAT IS REFUSING TO COOPERATE IN THIS MATTER.

  Business Response

  Date: 12/26/2023

  I have contacted the claimant and resolved the complaint. 

  Customer Answer

  Date: 12/26/2023

  [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:12/16/2023

  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.

  AMZ2023255965 Date of loss: 09/29/23 Claim started: 10/11/23 An Amazon driver went through my yard, tearing through the grass, and hitting one of the boulders at the end of my driveway. (I have 2 large boulders, 1 on each side of my driveway near the road.) From the impact of the van, the boulder split down the middle, completely destroying it. One of the pieces slid into my concrete driveway, causing it to crack. The van was now stuck atop a piece of the boulder. The driver attempted to get the van off by putting it in reverse and stomping the gas pedal. This only damaged my lawn even more. The driver refused to call a tow truck, fearing she would be fired. I had to use my vehicle, tow straps, and a **** to lift and pull the van from off the boulder and back on the road. The claim was going well until I had to submit a supplemental request for the correct *******. In the initial estimate, the ******* was priced for a standard medium sized boulder. My boulder was a special order, material, size, and cut So when the ******* arrived, the contractors quickly noticed that the ******* that was ordered wasn't correct. It wasn't even half the overall size of mine. It was also twice the height, where as my boulder is very large but with a flat top cut. I have been contacting ARC and my claims rep for 2 months now, trying to get this resolved. The claims rep continues to state that management has reviewed my file, supplemental claim, and that their decision is there will be no other funds allocated for my file. They've ignored all requests to have a supervisor or someone from management contact me directly. This claim was started on 10/11/23, so there's no reason for me to still be asking for this to be handled. I just want my property repaired back to the condition it was in, prior to the damages from an Amazon driver. - I have the $448 from the original estimate. - The supplemental claim is $1,764.43. - Unpaid remainder: $1,316.43

  Business Response

  Date: 12/19/2023

  I have contacted the claimant and requested additional documentation needed to process his claim. 

• Initial Complaint

  Date:12/16/2023

  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.

  I provided VIDEO PROOF OF THE DRIVER WALKING through my flower bed. You can see the greenery get flatted. Not much more I can do. *** filed a complaint with **** of insurance due to your adjusters failed responsibility of trying to resolve. Her continuously saying I need to show pictures is erroneous at best. I provided an actual video where you can see your driver committing these acts. Is this part of Amazons standards to have drivers branch through customers greenery? Is there no accountability? Has she been reprimanded? Further, the loud rap music with explicit was being played in my neighborhood children within an earshot of it and hes open to testifying to that as well. AMZ2023272058

  Business Response

  Date: 12/17/2023

  I have contacted the claimant and made a settlement offer. 

  Customer Answer

  Date: 12/17/2023

  
  Complaint: 21014696
  
  I am rejecting this response because:

   

  The settlement of $100 is unacceptable at best. The driver walk-through my flower bed on three different occasions, I agree. The only one occasion was filmed, but I started filming simply because I heard the loud profanity music blasting from the vehicle. They are still asking for additional photos despite the fact I showed video of the act being committed. If they cannot tell what was done in real time, I cannot help them. The offer was insulting at best I am declining. 
  
  
  
  Regards,
  
  Becca K

  Business Response

  Date: 12/19/2023

  The case has been settled, the claimant has signed a Release and I have requested the settlement check. 

  Customer Answer

  Date: 12/22/2023

  
  Complaint: 21014696
  
  I am rejecting this response because:
  
  it Was partially addressed. I have not heard from anyone regarding the inappropriate music blasting in a child friendly neighborhood by the Amazon driver. 
  
  
  Regards,
  
  Becca K

• Initial Complaint

  Date:12/15/2023

  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 11/24/23 an Amazon truck driver drove over 2 sides of my front law, as if it were pavement (drove up to 14 feet onto the lawn, back and forth, both sides). The lawn is ruined and cannot be patched (per 4 landscapers that came to give me estimates). Some pavers were also damaged. I filed a claim through ARC which is Amazon's protocol. I submitted more than 25 photos and 2 estimates for a total of $3,620. Their adjuster took one week to 'offer' us $825. No detail just 'materials and labor'. Less that 25% of what it would actually cost to put me back where I was before the inept driver caused this damage. Also, my daughter witnesses the event.My lawyer has written then a demand letter. No one communicated their, not even the supervisors supervisor. They are all rude as well. They have 2 more days to reply and if not, both Amazon and ARC will be sued. Worst company I have ever dealt with.Get your attorneys involved people. This company WILL NOT put you back where you were. They are as inept as many Amazon drivers and USELESS

  Business Response

  Date: 12/17/2023

  The claimant has retained an attorney, so we are unable to communicate with her directly. This claim has been forwarded to the insurance carrier for the Amazon driver for further handling. We have provided the contact information to the claimant's attorney. ARC has closed its file. 

  Customer Answer

  Date: 12/18/2023

  
  Complaint: 21013079
  
  I am rejecting this response because:
  Firstly, this is not the right insurance company! The company that I have been directed toward, the insurance company, did not start providing insurance for the driver until December 12. The damage to my property to place prior to that on November 24. Additionally, I was not given the correct claim number. I need the correct insurance company that was active for the driver November 24, 2023. if I do not receive this within 48 hours, I will continue with suit against ARC and Amazon 
  
  
  Regards,
  
  *************************

  Business Response

  Date: 12/19/2023

  As previously stated, - The claimant has retained an attorney, so we are unable to communicate with her directly. This claim has been forwarded to the insurance carrier for the Amazon driver for further handling. We have provided the contact information to the claimant's attorney. ARC has closed its file. 

  Customer Answer

  Date: 12/22/2023

  
  Complaint: 21013079
  
  I am rejecting this response because:

  It took weeks to finally have someone (ARC counsel) to contact me in a useful way. I am awaiting adequate resolution to my claim with this new insurance company. 
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/14/2023

  Type:Order 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.

  AMZ2023254897 Claim has not been paid in over 2 months. They keep claiming to send a $600 check three separate times now are offering a check. Ive already paid the repairs for their driver ruining my septic line. I want my settlement.

  Business Response

  Date: 12/15/2023

  The file reflects two PAPER checks were issued (10/9/23 and 11/13/23) , that claimant did not receive.
  
  An ECHECK has been issued today I  sent claimant an email advising her of same
  

  Claimant also filed a Customer Review ****** -  I have also responded on the Review
  
  
  Search:
  Payment Type Check Number Void? Payee Amount Check Date Released Date Invoice number Files Print
  Property Damage ****** Yes ***************************** $ ****** 10/09/2023 10/09/2023 AMAZON-EXEC247698
  Property Damage ****** Yes ***************************** $ ****** 11/13/2023 11/13/2023 AMAZON-EXEC252900
  Property Damage VV10182237 No ***************************** $ ****** 12/15/2023 12/15/2023 AMAZON-EXEC258295
  Total --> $******