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:03/29/2023

  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 2/11/23 an Amazon truck making a delivery to my neighbor backed out of the driveway, side swiped one of my cars and drove off. I do think it is possible the driver did not know he hit the car since it was a side swipe. I opened a case with Amazon: EMT400919. Amazon then passed the case to ARC Claims. Claim number: AMZ2023215300. I entered information and pictures about the case on a web site for ARC. Initially received a couple emails from ARC saying they would contact in two to three business days if additional information is needed. Adjustor assigned was *******************. She sent an email saying she needed the pictures. I replied that I had entered on their site and that the site will NOT let me back in to review. Site needs a one time pass code and says it's sending to me, but I never receive it. I have sent multiple emails trying to get follow-up on the status of my case, but have had zero response. I even sent them an email saying I would open a case with the BBB if they do not respond, crickets. I called Amazon back and they say they can't see the case and gave me a phone number call: ************. No one answers, I left a voicemail for a call back, but no response. I'm surprised that Amazon would do business with a company like this. Also surprised that Amazon makes it difficult to talk to anyone about the case. I have two estimates on the damage. One for $2,113 and the second for $3,750.

  Business Response

  Date: 03/31/2023

  This claimant submitted an estimate and claim form but no photos Claimant was advised on 3/3, 3/9, 3/15 and again on 3/28 that we need photos at the very least to move this claim forward.

  Customer Answer

  Date: 03/31/2023

  
  Complaint: 19869841
  
  I am rejecting this response because:

  I have not received any communication from them since 3/2/23. I did post pictures to their site, but I cannot get back to the site to review (stated in original complaint).  If they need pictures, they need to give me a way to get the pictures to them.  I have asked them to call me in both emails and left them a voicemail. My cell phone is ************. Call me! 
  
  
  Regards,
  
  **************************

  Business Response

  Date: 04/01/2023

  I have notified the adjuster of the portal issue and requested she contact the claimant. 

  Customer Answer

  Date: 04/05/2023

  [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.]

  I want to thank the BBB for getting this resolved.  The adjuster never contacted me though. What I ended up doing was forwarding emails with pictures I had sent to Amazon to the adjuster.  They sent me an echeck for the lower estimate I provided. Someone did email me about the check and confirmed if hidden damage was discovered not covered in the estimate, they would cover it. 
  

  so this is resolved for me, but does not resolve the issues this company has with follow-up and communication. 
  
  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:03/27/2023

  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.

  Fed ex driver made delivery to my home on 11/23/2022 ************, the gate was closed, driver forced gate open and left package on front step of home. The gate was damaged and had to be repaired by a gate repair company. Claim was filed and spoke to ************ ************ 3/3/23 claims adjuster who told me ***** purposely gave him the wrong video footage and would have a resolution by end of day. He asked I had home video footage which I attempted to obtain when I was not able to obtain, he stopped returning my phone calls and has not refunded the money paid to have the gate fixed. I have sent several emails and made several phone calls leaving messages and he will not return my call. We are a family with a disabled person and having our automatic gate working is essential. The driver did not have permission to gain access to our property and should not have forced the gate open. This was a fill in driver as our normal route driver knows where to leave packages and would never force a security gate open. I have continued to call and leave detailed messages to date without response.

  Business Response

  Date: 04/03/2023

  The claim has been approved for payment 

• Initial Complaint

  Date:03/23/2023

  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.

  In late January, 24th or 25th a Fed Ex Driver irresponsibly did "donuts" in the snow in our cul-de-sac. In the process he damaged my mailbox. (He did not stop or tell me about the damage which is why I am uncertain on which day it was). My neighbor and other neighbors in the subdivision saw this and saw him doing donuts in other parts (cul-de-sac) in the subdivision. I filed a claim with Fed EX and got no response. I contacted Fed Ex, they sent me to ARC and ARC has been totally uncooperative about settling my claim. I went ahead and had my mailbox fixed (needed to get mail). ARC was unresponsive until I called Fed ******************** then they contacted me. They said an adjuster would be out to meet with me which has not happened. *** asked for pictures of the damage which I sent. At the time I told them I did not have a picture of the truck, but my neighbor and others saw it (I described the truck to them). After 2 months now, still no action. I called them today and they stated that they needed to talk to whoever saw the truck. I asked them if they could not look to see who was delivering in my subdivision. *** said they were not part of Fed EX and could not review the routes. They wanted names and numbers of who saw the truck. It is $250. It should not be that hard to look and see what truck is delivering on that day and investigate what happened. It should not be my job to investigate the claim. They should show up, meet with me, discuss the resolution of the damage they did to my mailbox and should discipline their driver for such irresponsible and dangerous driving.

  Business Response

  Date: 03/24/2023

  
  We reached out to the local station, but they were unresponsive. On March 9th, this incident was promoted independently of the station, and the backtrack team reached out via phone to get the necessary information for who the local *** is. The station said at the time that the *** wasn't in the area at the time of the incident,whether it was the 25th or the 26th (the claimant provided both dates) at 13:30. 
  
  The claimant's entire claim hinges on eyewitness testimony of an individual they are not willing to provide the contact information. There isn't any further investigation our teams can do based on what was submitted.
  

• Initial Complaint

  Date:03/23/2023

  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.

  ARC Claims Management is being used by Amazon to settle a claim of property damage (Claim # AMZ2023217205). ARC Claims Management has acknowledged the damage based on provided video and photo evidence, but has refused to send an insurance adjuster to provide an estimate, and has not provided a settlement offer. Please send an insurance adjuster to estimate the damage.

  Business Response

  Date: 03/24/2023

  I have contacted the claimant via email and made a settlement offer based on the photos provided. Awaiting response from the claimant. 

  Customer Answer

  Date: 03/28/2023

  [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:
  
  The **************** from the business reached out to me following the complaint, and discussed the claim, performed a virtual assessment and made a fair and objective settlement offer.  Thank you to BBB for the help in resolving the matter.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:03/16/2023

  Type:Delivery 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 October 7, 2022, a Fed Ex Driver backed over our mailbox, ruined my perennial flowerbox and placed ruts in the yard. He never stopped or acknowledged he hit anything. My garden flag was lodged under the truck. My neighbors have him on camera getting out of the truck and removing the flag and throwing it to the side of the road. My camera caught him backing over my mailbox. I immediately filed all the paper work, provided a quote as well as the camera footage. Emails were sent back to me asking for more information. I again submitted all the above with many details. Every time I try to call the number on their website, I am placed on hold and ultimately hung up on. I have even tried emailing them by replying to their emails. Crickets! We are approaching six months since the incident and we haven't been reimbursed for our mailbox, flag, flagpole and damage to our yard. EVENT29445 Claim#**********

  Business Response

  Date: 03/17/2023

  I have contacted the claimant and advised her that the claim will be paid in full. 

  Customer Answer

  Date: 03/23/2023

  [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:03/16/2023

  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 live on a private road. amazon drivers deliver to other homes on my street. I have 7 different claims with arc, covering the last 5 years, and NONE of them have been resolved. The 7 claims are different claims involving different drivers from amazon, and different dates for all claims. After you start a claim, they tell you a claim adjust will contact you. I have requested several times for them to send out adjusters to see the damages, I have provided photos over and over to them, and still no one calls back. when i call them back, they say they have passed it on to management and someone ELSE will be in touch, but NO ONE calls back. I have a couple of thousand dollars worth of damages, and they tell me that a check was sent for 150 bucks, but no check has arrived or been accepted by me for the damages. again, no management has reached out to try and resolve all my different claims. I've talked with ********************* to ******, to .........(about 100 different people).I leave voice mails for the agent, they wont call either. If bbb can help resolve this, that would be great. I have tried to contact them at least 100 times over these 7 different claims and still no reach out from arc.

  Business Response

  Date: 03/17/2023

  We have reached out to the claimant and are working to resolved the claims. 

  Customer Answer

  Date: 08/31/2023

  
  Complaint: 19604575
  
  I am rejecting this response because:still has not been resolved.  please keep this claim open
  
  
  
  Regards,
  
  ***************

  Business Response

  Date: 08/31/2023

  I called the claimant yesterday and left a voice mail. I am awaiting his response.

• Initial Complaint

  Date:03/11/2023

  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.

  I was making a simple claim about property damage made by an Amazon truck. The website accepted my photos and info multiple times, but the claims adjuster kept telling me they had not received anything. I emailed everything to the adjuster. She responded to the same emails saying she did not receive the info.They make payments by eCheck.

  Business Response

  Date: 03/11/2023

  The claim was paid on 3/10/23.

  Customer Answer

  Date: 03/11/2023

  
  Complaint: 19583378
  
  I am rejecting this response because:
  
  I received the check and printed it out according to the instructions, took it to the bank, and they gave it back to me.

  They cannot tell from a check printed on a computer if it is real or not. They would not call the numbers on the printed instructions because, of course, that could be part of the scam. 

  When they found ARC phone number online, they went to voicemail and could not talk to a person.
  

  The alternative solution of an electronic transfer of funds all included giving an unknown entity my personal information to access my accounts. 

  The business says it was "paid". According to my bank, all I have is a paper I printed. I have received nothing.
  
  Regards,
  
  ***********************

  Business Response

  Date: 03/13/2023

  We routinely issue e checks and very rarely have issues. I have requested AP to issue a PAPER check to the claimant 

  Customer Answer

  Date: 03/20/2023

  
  Complaint: 19583378
  
  I am rejecting this response because:

  
  It's been a week and no check has arrived. 
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 03/20/2023

   A PAPER check was sent to the claimant on 3-15-23

  Customer Answer

  Date: 03/25/2023

  
  Complaint: 19583378
  
  I am rejecting this response because:
  It's 10 days later, March 25, and no check has been received. 
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 03/31/2023

  The check was sent via U.S. Mail on 3-15-23.

  Customer Answer

  Date: 03/31/2023

  [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.
  
  It has taken almost a month, though to get this simple issue resolved. I would not choose to do business with ARC in the future if given the choice.
  
  I see many people complaining about ARC (average of 1 star reviews) but they drop the complaint after they are told an e-check was sent. Truist will not cash checks printed from an email.
  Did these other people with e-checks get their money? Or is it sitting in ARC's account because nobody can use the check and the damage was long-since restored? 

  Unfortunately, since it is Amazon that passes their damages to ARC, we have no way to avoid doing business with ARC.

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

• Initial Complaint

  Date:03/10/2023

  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.

  I was directed to ARC as the insurance company for Fed Ex as a Fed Ex delivery driver drove through my lawn causing damage to my property. I submitted the claim with photos and an estimate for the repair. I received an email confirming my submission on 1/20/23 Since that date I have received no follow up on my claim. I sent email requests for follow up on 1/30, 2/9, 2/13, 3/1, 3/2 and 3/10. I also called for follow up on 3/10, was transferred to the property claims line, sat on hold for 10 minutes and the call disconnected. This occurred three times in a row. I called the main line asking to speak to someone in an escalated position, was on hold then transferred to a voicemail. No one follows up. It's unprofessional and I'm sitting with property damage due to their client's negligence. I'm looking for follow up and case resolution asap. Claim# **********

  Business Response

  Date: 03/11/2023

  Claimant has not submitted any information to confirm ***** made a delivery to her home.

  Claimant also reported there were no witnesses to this incident.

  I have contacted the claimant requesting documentation that a ***** truck made a delivery on the date of the accident and how she determined the damage was caused by *****. 

• Initial Complaint

  Date:03/09/2023

  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.

  On 03/02/2023 an Amazon delivery truck entered my back yard 200ft from the driveway and got stuck. Another Amazon delivery driver attempted to extract the first delivery truck and also got stuck on my property. The delivery drivers attempted to extract the 2 delivery trucks on my property via trial and error for over 7hrs causing damage to my septic drain field, grass, and ruts across a large portion of my property. ARC claims has not returned my phone calls or emails and Ive been unable to connect with my assigned adjuster from ARC claims

  Business Response

  Date: 03/14/2023

  The claim has been resolved

• Initial Complaint

  Date:03/08/2023

  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 10/14/2022 my 2022 GMC **** Denali was struck by a semi-truck (Hogans Trucking). Turns out Hogans Trucking is self-insured and so, to handle the claim for damage to my truck ARC Claims was hired by ******. Now, the first red flag was it took almost two weeks for an adjuster from ARC to contact me. During, this first contact I was told to go to a body shop to get an estimate, I was told once I had the estimate, I was to forward it to the adjuster and then it would be paid. I did all of the above, however the estimate was never paid I was told that *** did not agree with the estimate from the body shop, so they were sending out an independent adjuster to look at my truck. The independent adjuster completed her estimate which ended up very close to the body shop's estimate, yet ARC took until late January to agree to their own estimate. Finally, on 1/23/23 my truck entered the body shop so that repairs could begin, repairs were completed in approx. 10 days. So, from 2/23 my truck has been sitting in the parking lot of the body shop all the while I am not allowed to pick it up. as of today, my truck remains in the parking lot of the body shop because ARC Claims has failed to issue payment to the body shop. Per the body shop they have called and emailed ARC Claims more times than they can count each time they are told payment is on the way, but it never shows up. On 1/21/23 ARC Claims sent a picture of a check to the body shop claiming it was placed in the mail and in rout. Well, it's been approx. 17 days and still the body shop has not been paid. Clearly, I am just a number and one of many who have had the unfortunate experience of having dealt with ARC Claims. When I began to look at the ****** reviews and complaints listed here, I was blown away. Once I have possession of my truck, I'm still stuck dealing with ARC as I will be perusing a diminished value claim for the damages to my truck.

  Business Response

  Date: 03/13/2023

  I have sent the claimant documentation that checks have been issued and requested he contact me if there are any further issues.