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:01/31/2023

  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.

  Arc Claims handles claims for damages committed by Amazon. I filed a claim on January 5th with this company, have called several times, and have left 2 voice messages. As I'm writing this, I've submitted an email informing them that I'm reaching out to BBB for resolution. I have not received any further communication from them on how to proceed. I would like for them to reach out and settle the claim.

  Business Response

  Date: 02/02/2023

  I have contacted the claimant and made a settlement offer. Awaiting reply from the claimant 

• Initial Complaint

  Date:01/31/2023

  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 January 22, 2023 an Amazon driver ran into my mailbox. The driver immediately tried to fix the mailbox but was unable. He accepted fault and called the police. The police made a report. I contacted Amazon who turned me over to ARC to file a claim. I explained what happened, gave the police report number and submitted pictures and was offered $100 for the damages however the estimate to get the mailbox fixed is $160. It is not my responsibility, or my neighbors, to pay for damages that an Amazon driver caused. Our HOA do not cover mailbox damages this is something we have to pay for out of pocket and Amazon or ARC should pay the amount in full. Im seeking payment in full for the repairs to my mailbox.

  Business Response

  Date: 02/02/2023

  I have notified the claimant a check for $160 was issued on 2/1/23

  Customer Answer

  Date: 02/03/2023

  [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:01/04/2023

  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 have proof that my property was damaged-pictures, admittance from the Amazon driver video camera and they found reason to deny an Amazon claim from a drunk Amazon driver that did donuts in my yard and destroyed our property.

  Business Response

  Date: 01/05/2023

  I have contacted the claimant and requested the ********* number. I will review the file and attempt resolution upon receipt of the file number. 

• Initial Complaint

  Date:01/03/2023

  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.

  As an Amazon Flex program delivery partner, I have endured many close calls while using their illogical and misleading maps application. Many times it has tried , and sometimes succeeded, at forcing me to drive on unlisted, unreliable, and often dangerous roads during my routes. But I survived, never considered contacting a lawyer, until now. I was involved in an accident on 12/22/22, while driving on icy, snowy, untreated, rain covered roads. My vehicle was totaled, and Amazon uses Arc Claims as their primary driver insurance company. My personal insurance does not cover this incident. *** has not updated, nor even tried to contact me whatsoever. Ive reached out to **** ******** , my claims adjuster, almost daily since he was assigned to my claim. As it has been nearly two weeks of radio silence, I am now pursuing other avenues. Im forced to start here for lack of finances, as I cannot work without a vehicle. My next step is getting a lawyer. This is not what I agreed to when I partnered with Amazon. They told me specifically not to upgrade my personal insurance because they were going to cover any incidents that occurred during my routes. They have not. And apparently they are not planning to.

  Business Response

  Date: 01/05/2023

  Pursuant to his contract with Amazon the claimant is required to have Physical Damage Coverage on his vehicle and to provide proof of the physical damage coverage when presenting a claim for damage to his vehicle. We have made multiple requests to the claimant to provide Declaration Page from his insurance carrier to document the Physical Damage Coverage. To date claimant has ignored our requests to furnish the Declaration Page. We cannot proceed with processing the claimant fulfills his contractual obligation to provide the Declaration Page. 

  Customer Answer

  Date: 01/05/2023

  
  Complaint: 18674439
  
  I am rejecting this response because:
  I have repeatedly provided any and all information requested. 
  An agent has finally been in touch in recent days, but have not heard from my adjuster since 
  Regards,
  
  *****************************

  Business Response

  Date: 01/09/2023

  Contrary to claimant's allegations, he did not furnish the requested documentation prior to filing this complaint.   He has now provided at least enough documentation so that we can confirm coverage but has still failed to provide a damage estimate.  He claims he cant get the vehicle in for any estimate, so as a service to him weve assigned an appraiser to inspect his vehicle.  Well pay the estimate upon receipt of the appraisal.
  

  Customer Answer

  Date: 01/09/2023

  
  Complaint: 18674439
  
  I am rejecting this response because: I was not aware that I would be responsible for doing everything that an insurance agency would normally do. When ARC agreed to take over my claim, I assumed they would handle the matter similar to my own insurance company. You seriously wanted me to bring my totaled car from central PA to ********** for you to appraise it?! Respectfully, thats not viable. 
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/29/2022

  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 August 6th 2022, One of the Amazon drivers ****** Alpha drove into my driveway and hit my ******** benz and my benz hit my daughter's mitusibishi which was packed in front of it.. Amazon paid for my daughter's *********** but continued to give me a run around on my ********-***** Claim# AMZ2022178072. It started when I gave them the first estimate from ******** dealership, ******* my adjuster refused to honor it saying that ******** don't work on a car that is more than 10 years. I responded that ******** dealerships didn't have to work on it. I could take it to another collision repair shop where it could be fixed. She insisted that I get another estimate from another collision repair that would work on it, despite that I explained to her the Inconveniences of looking for another collision repair estimate because I was looking after a two months old twin babies. She did not care about that. I went and got another estimate for her in the amount of $1985.71. During these process, whenever I called her to check the status of my claim she never answered neither did she respond to my emails. When she finally finished with the claim. She emailed me stating that the check has been issued to me in the amount of $1,985.71 and that the case has been resolved. I waited for the check in the mail for about 2 weeks and I didn't received it. I started calling and emailing her again telling her that I have not received the check, but to no avail. When she finally responded, she told me that she made out the check to my lien holder without giving me any reason. That response did not sit well with me because she emailed me stating that she issued the check to me, throughout my dealing with her she was rude and unconscionable with me. I have requested to speak with her supervisor, she hung up the phone on me. I have filed complaints on the case to customer support., A guy by name **** answered, stated that they will reissue another check to me and as of today, they never did.. I want them to issue my check to my address in my name.

  Business Response

  Date: 12/29/2022

  This check was sent to the lienholder at ************* in *******, *******.  The lienholder told ** to send them the payment, and that the claimant would have to start the refund process with them in order to get the funds.

   

  Claimant was notified of same.

• Initial Complaint

  Date:11/23/2022

  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 was struck by a negligent Amazon Flex driver on October 20, 2022. I immediately filed a claim with ARC the following morning and have not have ANY contact from my adjuster after multiple voicemails, and emails. I went through my own insurance to repair my vehicle to get repairs started as soon as possible due to lack of timely contact. I will need to be reimbursed for my collision deductible, and out of pocket additional rental car expenses as the repairs have taken longer than my personal policy covers. I have been attempting to get a hold of my adjuster with ARC to confirm that they have accepted liability on behalf of their driver and get a time frame when I will be reimbursed for my deductible and out of pocket rental car expenses. *** could have had a liability determination within 24 hours as I provided all the necessary documents (scene photos showing a clear rear end impact, a copy of the drivers exchange confirming the ****************** involved and also including the report number for the adjuster to order the full police report confirming a rear end collision and a citation to the Amazon driver who was not disputing fault at the scene). The adjuster *********************** is not in working in accordance with the adjuster code of ethics. I am requesting a call immediately to address these expenses and I want to know that I will be reimbursed promptly to avoid interest payments.

  Business Response

  Date: 11/25/2022

  This claim has been resolved. 

• Initial Complaint

  Date:11/18/2022

  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.

  Claim number of AMZ2022180982. On August 26th and Amazon Driver failed to yield at a stop sign and totaled my car. I have been in contact with them since the beginning and they failed to provide me with a rental car, answer any calls and keep giving me the run around from day 1. I have now been without a vehicle or compensation for my vehicle. I have had to pay for rides and find ways to work. I have had to miss days of work due to no ride/vehicle.

  Business Response

  Date: 11/19/2022

  ARC Claims does NOT handle claims involving occupied vehicles.  
  
  This matter was forwarded to *******************
  
  ********************** was advised of that fact on 9/26/22 - see email below
  
  ARC has closed its file.
  
  I have advised ******************** of same and requested she direct further communications regarding this matter to Sedgwick Insurance
  
  
  Claim # AMZ2022180982 Sep 26, 2022
  
  12:44 PM
  To:*********************
  
  Hello, This is to inform you, your claim has been transferred to ******************* Please see details below: Sedgwick Claim Number:AMZ2180982 Sedgwick Phone number: ************ ARC Claims is no longer handling this claim. Please allow up to 3 business days for the transfer to be completed and acknowledged. Best regards, **************** Claims

• Initial Complaint

  Date:11/17/2022

  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 10/21/22 while driving for Amazon flex my car was stolen. When through all the steps to file a clam with the company. On 11/7/22 they said the check was issued, but I have yet to see this check. They keep telling me it may take 3-6 weeks to get it due to mail delays. I would like the check reissued and send 2 day with tracking and Im sure they didnt mail it out yet. As one of there responses in another complaint said they do bulk mailing. My car is my income and then holding something from me preventing me from making money.

  Business Response

  Date: 11/21/2022

  The check has been sent

   

  75059 No ******************* $8,436.37 11/07/2022

• Initial Complaint

  Date:11/07/2022

  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.

  My previous Complaint ******** was closed because my response did not register. On May 23 of 2022, Fed Ex Ground Truck crashed into our church Portico. He left the scene without reporting the damages. Fortunately, we caught the incident on video. We reported the issue to Fed Ex who referred us to ARC Claims. I submitted video footage from multiple angles, along with photos. *** contacted me and had me go through this process again. No response after. I contacted them again, and I had to resubmit all files, videos, and photos. At several points, the agents were rude, belittling, and hung up on me. Finally, after contacting ARC multiple times, they asked for an appraisal of damages. I submitted them. Then, they asked for them again. Next, they set up their own appraisal. The appraiser said I would have his response the next day. No response the next day. I called. No response. I had to contact ARC. They would get back to me. Then, I receive a phone call stating everything was approved and I would get a check within the week. It is now four or five weeks later and no check. And it is October 10, nearly five months after Fed Ex damaged our property. This is a horrendous and dishonest service.Now, Arc Claims is claiming that someone cashed the check that they sent us and that we never received. They are now holding our money and demanding that we spend the money and time to get documents notarized. This is simply another method not to pay us our money.

  Business Response

  Date: 11/08/2022

  With reference to claim *******. ARC did respond and received a response from the BBB that the case was closed - see below

  With reference to the current BBB complaint. The check sent the claimant was endorsed, cashed and has cleared our bank. The claimant alleges he has not received the check. In order to investigate this claim, our bank requires an Affidavit confirming - under oath - the check was not received by the claimant. At this point the claimant has elected not to cooperate with this request. We will proceed with the investigation if and when the claimant agrees to execute the Affidavit

  The claimant's settlement check was sent on 9/28/22. I sent the claimant an email advising him of same with a copy of the check information 
  What is the next step?
  BBB has determined your company has addressed the issues within the complaint; therefore we have closed this case in our files.
  There is no action for you to take at this time. 

• Initial Complaint

  Date:11/01/2022

  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.

  Feded driver damaged gate. cameras in ***** van confirmed. claim was filed 2 months ago. have adjuster ********************** ***** CLAIMS HAVE PHONE NUMBER- left at least 10 vm messages- WILL NOT RESPOND TO CALL OR EMAILS. next step is to *** in court.

  Business Response

  Date: 11/02/2022

  The claimant has been contacted and an appraiser has been assigned.