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:05/18/2023

  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 got into an accident while delivering for Amazon flex. The Amazon app directed me to an area that was being worked on. This isnt the first time the app has done this and it has been reported. Not only was the area cut off but the roads was unfinished causing me to lose control of the vehicle, hit a wall and get stuck due to the unfinished pavement. I literally just got the car inspected and tires replaced. I was stranded in the same area for 3 days! ARC approved compensation for the cosmetic damage but refuse to pay for the other repairs which include the tires and axle. At the time of the incident I was living in my vehicle. The ARC agent assigned to my case was rude from the very first conversation and took her time with resolving the issue. I spoke to a different agent by the name of *************************** who looked into my case and noticed that the the previous agent missed areas that should have been looked into. ******* provided me with the supervisors name and I emailed him but he never responded. The cosmetic repairs to my car will not get it up and running. *** is claiming that the tires is damage due to normal wear and tear when they have on record that the tires was just replaced and that tires dont normally wear and tear in a few months. The life of brand new tires is 65k-75k miles. Ive only put 25 miles on this car and 90% is from driving Amazon flex.

  Business Response

  Date: 05/20/2023

  The handling adjuster is having the appraiser take a look at the vehicle again to see if ********/tires are related to the incident or a wear and tear issue that would not be covered.  Our initial report from our indicated that the tire/axel damages shouldnt be included but out of an abundance of caution we are sending someone back to confirm.

  Customer Answer

  Date: 05/21/2023

  
  Complaint: 20076456
  
  I am rejecting this response because:
  
  I would like to wait until I hear from ARC before accepting the response. My reason is due to additional information I received from the dealership that completed a previous inspection and repairs and another inspection that was completed 2 days ago. 
  
  I was just advised the the axle was actually just replaced and I received documents confirming this. I also have documents showing that 3 of the 4 tires were recently replaced with brand new tires by Walmart.

  Its a fact that brand new tires do not wear and tear in a couple of months. (Please see attachment that can be backed up with a little research)
  ARC assisted with one of two of the brand new tires so they can confirm that they were just replaced.

  My vehicle was purchased with 25k miles. Its currently at 55k miles and 90% of the miles on the car is from AMAZON FLEX.

  
  The Amazon flex app directed me to an area that was closed off due to construction. My tires was stuck Due to the incomplete construction on the roads. I contacted Amazon to help with a tow and was denied. I had to force my car out of that area which damaged my tires and probably underneath the vehicle. 
  
  I didnt have any of these issues before working for Amazon flex that day. My car was not moving slow, dragging, shutting down or give me the error messages that I received after the incident.
  
  Im also waiting for someone to respond about a separate claim regarding my passenger seat. I sent multiple pictures to back my claim including pictures taken by an ARC inspector.
  
  
  Regards,
  
  E *******

  Business Response

  Date: 05/23/2023

  As noted in my prior response, we are sending an appraiser to reinspect the claimant's vehicle. 

  Customer Answer

  Date: 05/24/2023

  
  Complaint: 20076456
  
  I am rejecting this response because:
  
  Until I get the result of the appraisal. 
  
  Regards,
  
  E *******

  Business Response

  Date: 06/19/2023

  We will continue to work with the claimant to attempt an amicable resolution.

• Initial Complaint

  Date:05/16/2023

  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 02/09/2023 I filed a property damage claim with ***** whose driver damage our yard when they drove off the driveway both arriving and leaving. I discovered this when I arrived home on 02/09/2023. I reviewed the footage from my camera surveillance and backed up the video to preserve it for this claim. I submitted claim #********** on the ***** website on 02/09/2023 where I provided video of the damage while it was occurring and photos of the result after the damage was done. On 02/17/2023 I received an email from *************************** with ********* Management who informed me that the adjuster ************************* was requesting an estimate for the materials required to repair my yard and driveway. On 03/07/2023 I received an email from *************************** stating that the adjuster received my receipts and has everything they need to process my claim. Since that date, I have received no reimbursement nor any more communication from *************************** and never received any communication from *************************. ******* phone number is ************.

  Business Response

  Date: 05/17/2023

  I have contacted the claimant via email and made a settlement offer. I am awaiting a response from the claimant. 

• Initial Complaint

  Date:05/10/2023

  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.

  25 days ago I had an Amazon driver turn around on my front lawn destroying my curbs and lawn. I sent video pictures and a quote which the asked for and the contractors phone number and still nothing being done. I get bot email replies thats it. 6 last count how many new adjusters are on my case

  Business Response

  Date: 05/11/2023

  To date we have not been able to make contact with the claimant's contractor. Claimant was notified of this on 5/10/23.

  Customer Answer

  Date: 05/11/2023

  
  Complaint: 20043781
  
  I am rejecting this response because: I have been in contact with my contractor he received 1 call that was missed and he returned that call and left a detailed message. I have received 2 more emails since Monday saying in each email they would call the contractor today..so 2 more times after the missed call and my contractor has confirmed zero calls or messages from them. 
  
  
  
  Regards,
  
  Will Veenhof

  Business Response

  Date: 05/12/2023

  The adjuster spoke to the claimant today The claimant is not satisfied with the adjusters attempt to resolve the claim. The matter has been escalated to a supervisor. 

• Initial Complaint

  Date:05/08/2023

  Type:Customer Service 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 ***** driver damaged our mailbox along with our neighbors (2 mailboxes on 1 cedar post) ** December, 2022. That afternoon, a ***** representative came to our neighbors house to assume responsibility for the damage (the damaged mailbox had both our mailbox and our neighbors mailbox on a cedar post - the cedar post was completely broken down to the cement base). Our neighbor received a letter dated March 19th from ARC. It stated that they had been trying to contact him via phone but he did not have knowledge of these phone calls. He gave me the letter because my husband had installed the mailboxes in August, 2022. I have been trying to contact ARC since receiving that letter in March, 2023. First by email (3 times), and 4 times by telephone. No response has been given to any email and when phoning ***** was put on hold once and no ever came back on the line and the other 3 times I was forwarded to different departments and then also put on hold and eventually disconnected because no one answered the call. The claim number is ********** and the adjustors name is *****************************. I've tried calling ********************** several times at ************ and each time his voice mail box is full and I'm unable to leave a message. We simply want our mailboxes repaired. We had to make a temporary repair so our mail carrier could deliver the mail. I have spent hours trying to contact ARC and I am at a loss on how to proceed. I'm hopeful that your organization will be able to assist. Please let me know if you need additional details.

  Business Response

  Date: 05/08/2023

  The adjuster will reach out to the claimant to resolve the claim

• Initial Complaint

  Date:05/02/2023

  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.

  Amazon driver missed my driveway by about 3 feet and created huge ruts in my lawn spanning over 25'. Also crushed lawn ornaments instantly when running them over. I spoke with countless people at ARC that never returned calls or emails, and if I ever did get a hold of anyone, they were entirely useless - providing more empty promises and zero results. Between the landscaping costs, replacement of my ruined property and power washing of the driveway that the driver finally found, I'm out several hundred dollars. I am filing this complaint since ARC is unwilling to resolve this even after receiving visual evidence. *** seems to hope that by ignoring people and making the claim process difficult, people will quit seeking the reimbursement they deserve. Fortunately, not all of ** will give up that easily. We will be seeing this through to the very end.

  Business Response

  Date: 05/02/2023

  I have contacted the claimant and asked him to email the ********* number. I will review the file and follow up with the claimant upon receipt of that information. 

• Initial Complaint

  Date:04/20/2023

  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 April 3, 2023, @ 4;37pm. i was at work, my neighor and his wife was sitting on the steps. amazon truck number 18. tag number (ZTC-2570) was driving north bound on the **** block of *************************** in ************ ** *****.the amazon driver was driving the truck and the amazon helper opened the sliding side door and in the process of the door opening it made contact with my car, it scratch from the driver side rear of the car to the driver side door. once the driver noticed what happened he drove up on the the side walk and drove down the block. my neighbor told him he saw it and stated that it was just a ( scratch ) and started driving slow up the block to finish dropping off packages. my neighbor pulled out him phone and started to get the tag number or something off the van, and the video shows the van riding on 2 wheels on the side walk to avoid the other parked cars. the block i live on is very small in size. meaning that the van is to big to drive up this street My claim number is ( AMZ2023222683 ) My claim adjuster name is ( ***************************** ) i have tried to reach out to her thru email and calling, i left messages no one have reached out to. i sent in the videos, pictures , repair cost. what else there is to do.i would like my car repaired.Arvernil Diggs

  Business Response

  Date: 04/20/2023

  The adjuster is investigating and will contact the claimant shortly. 

• Initial Complaint

  Date:04/18/2023

  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.

  An Amazon driver ran over my metal Antique chair with his truck and did not stop. I contacted Amazon and they sent my claim to ****** was asked what I felt its value was and to provide any photos I had of the incident. I had RING camera videos of him backing over the chair and leaving. I also sent photos of the damaged chair. I was sent a check for $200. I have tried to contact them several times via phone, where I left messages, and multiple emails. I finally got a response that someone would contact me back when I told them that I would contact BBB if they refused to call me back. Even though they responded that someone would contact me after that email, I still have yet to be contacted. The chair can not be replaced for $200. Amazon sells a knock off of the chair in a package of 2 for $249.99 and they are not put together. I said I would accept the knock off from Amazon AND someone to put it together or pay for someone to do so. I was never contacted during the claims process so that I could address this concern. I was only asked for a photo and never contacted about the resolution. I just got an email stating that the claim was closed and I would be issued $200.(FYI, I did receive the check for $200 and put in the bank today.)

  Business Response

  Date: 04/19/2023

  The claim has been resolved.

  Customer Answer

  Date: 04/21/2023

  [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:04/12/2023

  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.

  On 18th November, an Amazon delivery driver hit a wall on my property and drove away. I reported the incident with Amazon who referred the incident to ARC Claims Management. I sent photographic evidence of the damage, and a copy of quote for the repair. Amazon said that *** would be able to arrange payment for the repair via ****** have regularly made attempts to contact ARC and they have never responded. I chased the issue up with Amazon and they advised me that ARC marked the claim as resolved despite never having got in touch with me. They claimed to have sent emails which I have never received despite contacting them via ****** and US telephone numbers and confirming my contact details via voicemail.

  Business Response

  Date: 04/17/2023

  I sent an email to the claimant requesting the ********* number. Once I have that information, I will review the file and move it towards closure. 

  Customer Answer

  Date: 04/18/2023

  [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:04/10/2023

  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 March 11, 2023, an Amazon delivery driver backed into our brick pier mailbox at the end of our driveway while backing out of our neighbor's driveway, after delivering a package for them. The delivery driver left the scene after the incident and continued with their delivery route. They didn't even get out of their vehicle. We caught the entire incident on surveillance on multiple cameras including the driver walking outside of their vehicle to deliver the package.We called Amazon that same day to file a property damage claim and eventually received emails from this company "ARC Claims". We were asked to provide evidence of the incident including photos, videos, etc. and estimates for the property damage. After providing these documents, ARC Claims tells us they need to send out an "appraiser" to our property. The appraiser never came out to our property, never rang our doorbell, and was not in contact with us but somehow, they were able to submit a report for cost to repair the damages?Today, on April 10, 2023, we get an email stating that the appraiser had completed their report and they are sending a check for $1620. Our estimates to repair the damages are $3,100 for the masonry, $250 labor + $198 materials for the electrician, and $97 for the broken light fixture. $3645 is the amount we expected ARC Claims to pay us on behalf of Amazon for the damage their delivery driver caused. Instead, they send us an email check for $1620 which will not even cover half of the cost to fix this damage. We asked for the report from the appraiser, and they refuse. The police are investigating this incident as a criminal hit and run and are pursuing criminal charges against the Amazon driver. We should not have to pay out of pocket for the damage that Amazon caused to our property. We have cancelled a family gathering over this incident and took unpaid time off work. We expect the amounts of the estimates we submitted to be paid so that we can get the damages fixed.

  Business Response

  Date: 04/15/2023

  I have contacted the claimant and advised we have requested our appraiser to contact the claimant's contractor to attempt to secure an agreed price for repair.

• Initial Complaint

  Date:04/07/2023

  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.

  ARC ***** claims have been dragging their feet for over four months now on a property damage claim I made because of a ***** ground truck. I have made more than 50 phone calls trying to get a hold of the person over seeing my claim to get something done and have yet to be able to speak to this person. She has emailed me only three times in the past four months. I think this company wants you to just give up. One of the last emails I got from the person over seeing my claim asked me if I was sure that there ***** Ground truck caused the damage, I saw them do the damage to my property. I have sent them pictures and an estimate of the repair to my property over three months ago, but they just keep dragging their feet.

  Business Response

  Date: 04/08/2023

  We have contacted the claimant on 4/7/23 and advised him appraiser has been assigned to inspect the damage to his property.
  
  
  Re: Claim # ********** Apr 07, 202303:22 PM
  To:*******************
  
  Hello, Please be advised that an appraiser has been assigned to perform an assessment of the damages to your property. Once I receive confirmation of acceptance of the assignment, I will let you know as to the name of ********************* that will be contacting you to setup the appointment for the assessment.