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:03/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An Amazon truck driver damaged my landscape, and he acknowledged he was at fault. Claim AMZ2025363666 was filed with ARC and pictures provided I have emailed multiple times my ARC adjuster and there is no response. It is already March/08. BBB, how is possible that an insurance company who doesn't even take the time to contact the affected party has this rating, they should be out of business instead. I have never in my life dealt with an insurance company so unresponsive and negligent. I dont understand how ****** (a reputable company) is doing business with them. My perception of ****** has changed completely after this incident.

  Business Response

  Date: 03/15/2025

  We have contacted the claimant and requested copies of photos of the alleged damage - we await the claimant's reply

   

  Claim # AMZ2025363666 Mar 09, 2025
  
  02:34 PM
  To:********************************
  
  Please see the below email from March 4 as we have not received any photos of the damage from you yet, or any surveillance video.Claim # AMZ2025363666 Mar 04, 2025 09:25 AM To:******************************** Thank you for the photos of the Amazon truck, however we need photos of the damage, and any surveillance video you may have that shows the Amazon vehicle causing the damage. You can attach them to this email when responding.ARC Global Risk

  Customer Answer

  Date: 03/16/2025

  
  Complaint: 23039056
  
  I am rejecting this response because:
  
  The pictures were sent to the ARC company, additionally the truck driver accepted responsibility and my neighbor is a witness of the whole incident. This insurance company drags their feet on purpose. They only contacted me once I filed the BBB complaint. I dont understand how ****** is associated with this company. Very unprofessional and irresponsive.
  
  Regards,
  
  **** *****

  Business Response

  Date: 03/18/2025

  To date, the only photographs claimant has submitted are 2 photos of the Amazon truck.

  He has not furnished photos of the alleged damage so we may assess the alleged damage. 

  As previously noted we requested photos of the alleged damage and surveillance video (ie ring doorbell)

  This is the response we received.

  Re: Claim # AMZ2025363666 Mar 10, 2025
  
  02:27 PM
  To:Claims - *******************************************************************************, *****************************************************************
  
  HI, there is no surveillance video; however the truck driver acknowledged
  being at fault and the damage.
  
  My neighbor also witness the full situation; you can contact him :
  **** Rocconni
  *************
  

   

  Customer Answer

  Date: 03/21/2025

  
  Complaint: 23039056
  
  I am rejecting this response because: The Lanscape is not in front of the doer therefore there is no surveillance video. The truck driver acknowledged the damage and, in the picture, the landscape is covered of snow; however it shows the truck tire marks over it. My neighbor is a witness and left his phone number
  
  
  
  Regards,
  
  **** *****

  Business Response

  Date: 03/24/2025

  Despite repeated requests, the claimant has not supplied photos of the alleged damage.

  Customer Answer

  Date: 04/07/2025

  
  Complaint: 23039056
  
  I am rejecting this response because:  Please do not close the complaint, I have provided the pictures to ARC, here is an email from them acknowledging that they received it. This company really drags their feet. They should not be BBB accredited.
  
  
  
  Regards,
  
  **** *****

  Business Response

  Date: 04/07/2025

  I have nothing to add to my prior response.

  Customer Answer

  Date: 04/12/2025

  
  Complaint: 23039056
  
  I am rejecting this response because: ARC Claims has not completed the review; on April 7th they email me the following:

  Claims
  Mon, Apr 7, 12:59?PM (5 days ago)
  to me
  We recently were able to reach the witness and the file is going through review at this time, and we will get back to you as soon as we can. Thank you for your patience as we move your claim to the next steps.
  ARC Global Risk

  
  
  
  
  Regards,
  
  **** *****

  Business Response

  Date: 04/17/2025

  The claim has been submitted for settlement authority 

• Initial Complaint

  Date:03/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** is the insurance company for ******. An Amazon driver ran into the brick porch and attempted to just throw the package on the porch and drive away. 4 people witnessed the driver do this. We went outside and the driver claimed he would be back in an hour and drove off. I immediately contacted the Amazon help desk and I was referred to ARC claims. I sent in the pictures and description of the damage immediately and provided them with the quote within a week of the damage being done. It will cost $820 dollars total. I provided ARC with the actual official quote, sent 7 unanswered emails, called multiple times, and left messages over the phone. I have continuously been ignored. I recontacted the Amazon help desk and they gave me another number to call. I called the number with no answer and on one ever responded to the voice message I left. This is absolutely ridiculous!!! *** needs to actually provide the service they claim and pay for the damage done by your clients. I assume based off of past reviews that the company assumes people will get tired and give up. Well, I won't give up. Damage was done to property and it needs to be made right.

  Business Response

  Date: 03/17/2025

  The Amazon driver has elected to have his insurance company handle this matter. The claimant was advised and has been provided with the contact information for the insurance company.

  The ARC file is closed.

   

  Claim # AMZ2025363711 Mar 17, 2025
  
  09:51 AM
  To:*******************************************
  
  Hello,We have reviewed the claim and determined that it needs to be handled directly by the delivery companys insurance carrier. We are unable to file a claim on your behalf. Please contact the insurance carrier directly with the details below:Insurance Company Name: ************************************* Phone Number: ************** Policy Number: CNA 4550294-41
  
  

  Customer Answer

  Date: 03/19/2025

  
  Complaint: 23038405
  
  I am rejecting this response because: the company took almost 2 months to pass me along to another company. I am tired of being passed along and ignored. If the company had zero power to pay out damages they should have said so when I first filed the claim on 1/25/24. They did not automatically reject my claim so they do have the ability to settle a claim and make this right. Because of this ordeal, I will never order from ****** again. I have also let friends and family know that if they order from ******, and the driver damages their property they will likely go through the same ridiculous hassle as me! 
  
  
  
  
  
  ******* *******

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 16, 2025, an Amazon delivery van attempted to turn around in my front yard. The ground and gravel driveway were completely saturated. He became stuck and he continually spun the tires, until my husband went out and attempted (for an hour) to get him out. In the meantime, I called Amazon & was instructed to have driver call in for tow truck. He did & while he was waiting (about 2 hours, continued to spin his tires deeper into my lawn. When the wrecker got here, he dragged the van out, causing even deeper and longer ruts and more damage to the driveway. I have filed a claim, sent pictures, sent follow up emails, left messages on the company voicemail and there is no response. I am expecting them to repair the damage their driver created.

  Business Response

  Date: 03/15/2025

  A settlement offer has been sent to the claimant. 

• Initial Complaint

  Date:03/07/2025

  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.

  On 3/2/2025 a Amazon driver backed in my SUV on fled. But had had everything on camera & had him delivered a package to my neighbor. He was driving his own vehicle but driving way too fast. I called law **************** will be held accountable. But ************ is giving me the run around. Havent really heard from anyone yet & I get getting transferred to different departments within ***. This is unacceptable for ****** to handle business like this when one of there workers destroys someones property. Im still in the process of trying to get this resolved but its very frustrating & unfortunate for ******* family. And my SUV lease is up next week so it causing me inconveniences & extra money.

  Business Response

  Date: 03/13/2025

  We have contacted the claimant and assigned an appraiser to inspect his vehicle.

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim#AMZ2025369750-On 2/19/2025 an Amazon driver caused SEVERE damage to my front yard and driveway. I sent pics and an estimate with the breakdown of costs ($3,000) and after their INVESTIGATION-the cost they decided was only $501.46. I asked for a RECONSIDERATION and was well within the 30 day period, to do so. As of 3/5/2025, I received an email stating the offer they gave was Fair Market Value. No one has ever called me to discuss the damage and no one has been to my property to assess the damage so I do not know how they came up with this figure. I explained this amount would not even cover the cost of the dirt needed to be brought in to fill the **** that were caused by the damage, then there is the equipment needed and LABOR. I cannot seem to add any photos into your system but will be glad to provide them in an alternative method.

  Business Response

  Date: 03/06/2025

  Our settlement offer was based on an appraisal using EXACTIMATE software. We maintain that offer is appropriate. The claimant has indicated she intends to take this matter directly to AMAZON.

   

  On Wed, Mar 5, 2025, 11:21 AM Claims wrote:
  
  Good afternoon. Our in-house appraiser reviewed the damage and what is
  necessary for the repair. The offer is based on the fair market value for
  the materials and the industry standard labor rate for your area. If you do
  not accept the offer you can choose to submit the claim to your personal
  carrier, and they can submit the subrogation once the claim is completed.
  
  Thank you,
  ARC

   

   

  Re: Claim # AMZ2025369750 Mar 05, 2025
  
  08:05 PM
  To:Claims - *******************************************************************************
  
  You have until Monday-3/10/2025 to get back with me with a TRUE value of
  what you will pay out before I go straight to ******. Please be aware: I
  will go above and beyond to get the JUSTICE I deserve!
  ******** ******
  ************
  
  
  

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An Amazon delivery driver hit my mailbox and damaged beyond repair. It must be dug out, disposed of and replaced by a new post and mailbox.The true cost for replacement is $661.18 based on the estimates and receipts provided and the current market rate for labor for this replacement. This supporting documentation was sent to ******* offers only $467.36 as a settlement, which does not cover the cost of the repair and replacement for the mailbox that was destroyed. This does not represent fair market value based on the estimates received locally to repair and replace the unit.

  Business Response

  Date: 03/06/2025

  We have approved the additional amount and notified the claimant. 

• Initial Complaint

  Date:02/28/2025

  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.

  An Amazon driver crashed into my stone retaining wall and damaged/shifted it. ARC claims refuses to pay the estimate and is offering less than 1/5 of the estimated damage. They will no longer reply to emails. Claim# is AMZ2025366232.

  Business Response

  Date: 03/01/2025

  The offer sent to the claimant was based on an appraisal using Exactimate software and a copy of the appraisal was sent to the claimant. We respectfully maintain our appraisal and offer is appropriate.

  Customer Answer

  Date: 03/01/2025

  
  Complaint: 23004793
  
  I am rejecting this response because: the offer is fabricated by the company and is 1/5 of the contractor estimate to fix the damage. 
  
  
  
  Regards,
  
  *** *********

  Business Response

  Date: 03/04/2025

  The appraisal was prepared using the EXACTIMATE appraisal software. 

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 4, 2025 an Amazon driver backed into my mailbox while delivering to my neighbors house. It broke the mailbox off of the pole and broke the metal mounting bracket so the personalized very expensive mailbox is now a worthless pile of metal. The driver came to the door and rang the door bell but didnt say what he did. Watching him back out of my driveway I noticed my mailbox was on the ground. My husband is a medically complex paralyzed individual who receives medication through the mail. I have not had mail delivered to me since February 4th! I have contacted ARC multiple times through email with zero response. I have called and left multiple message with zero response. It has been almost a month and I have had ZERO CONTACT with ARC. This is the ABSOLUTE WORST COMPANY I have ever dealt with and I work in healthcare! All I want is my $400 mailbox replaced!

  Business Response

  Date: 03/01/2025

  The claim has been submitted for settlement authority

  Customer Answer

  Date: 03/04/2025

  
  Complaint: 22993983
  
  I am rejecting this response because: I still have not heard anything from anyone from your company other than legal counsel based on my BBB complaint. It has been over a month since I filed my claim and it still says submitted and not under review. My adjuster ******* has not reached out to me as much as an email or phone call. I have emailed multiple times with zero response. I have called multiple times and left messages with zero response. Until someone reaches out to me and offers a resolution to fixing my $400 mailbox that ****** backed into and broke this complaint will remain unresolved. 
  
  
  
  Regards,
  
  ****** ******

  Business Response

  Date: 03/07/2025

  The claim has been approved for $400 and I have notified the claimant. 

  Customer Answer

  Date: 03/10/2025

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

• Initial Complaint

  Date:02/25/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Got a ****** delivery on 2-2-25.I ordered a DVD for my son. My ****** account says to deliver to back door only. Amazon driver pulls in my driveway which is huge, they then deliver to FRONT DOOR, get back in truck and go to turn around and intentionally drive in my yard 10 to 12 feet off driveway. Mind you I live in ********* and it snowed early that morning and then temp got to 46 so the snow melted and grass and ground was super wet. Driver didn't even hesitate and left like nothing happened leaving the muddy trail behind them. I got the whole incident on camera. Once I found this out I contacted ****** and got transferred a total of 9 times. I finally was directed to ARC the following day. I filled out there forms sent pics and camera footage on 2-3-25. I still to this day 2-21-25 have not heard a peep from them. When I do the chat on there portal website I deal with the same bot, ****. **** says he's human, but clearly based on answers he is not. ARC as a whole is a joke and waste of breath and time. I wait for the day that KARMA will take control and put them in the misery that we have have gone through. It will happen and I will not hesitate to laugh about it. My incident is not as terrible as some that I have read about but, I still have damaged property that needs to be addressed, not on my dime or my time. If this place gave on care about customer **********************, they would have contacted the following day to give some kind of answers or just to say your coverd. Every day that goes by with no response is just adding more fuel to the fire! I now understand why every ****** delivery truck has damage all over them! They have morons behind the wheel and there own insurance company probably doesn't even take care of them! Can't wait for KARMA!

  Business Response

  Date: 02/25/2025

  A settlement offer was sent to the claimant and he has refused the offer. The offer was based on our internal appraisal using the EXACTIMATE software. This is the standard used in the industry

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  amazon driver ***** dup into my mailbox causing damage. I contacte ****** who sent claim over to ARC and they asked for info i gave it and they never responded after me reaching out to them many times via their portal! claim#AMZ2025366758

  Business Response

  Date: 03/01/2025

  The claim has been escalated

  Customer Answer

  Date: 03/01/2025

  
  Complaint: 22978361
  
  I am rejecting this response because:
  
  I sent emails on their protal with no response at all. they sent back a half a sentence saying it was escalated but still did not respond to me driectly tso this is unacceptable
  
  Regards,
  
  ******* ****

  Business Response

  Date: 03/04/2025

  The claim has been denied. The denial was sent to the claimant - see below

   

  Claim # AMZ2025366758 Mar 03, 2025
  
  08:52 AM
  To:***************************
  
  Thank you for supplying the information regarding your claim and for your patience.We have carefully examined the details of your property damage claim. Based on our investigation, there was insufficient evidence or documentation to grant your claim. See the details below:We do not have any evidence to show that Amazon was the direct cause.We are conscious that this may not be the response that you were looking for, but we hope you understand the reasons for our decision.

  Customer Answer

  Date: 03/04/2025

  
  Complaint: 22978361
  
  I am rejecting this response because:
  
  It was clearly the amazon driver as although I was unsuccesful getting thefootage off my camera thats the only on ethat parked into my mail box between the time i walked in and out of my house at 3:37, anyway, so there is no way sto say that since i couldnt manage to get it off my camera that it wasn't him so even though you wheren't there you should be trusting me on this one, and there is no sense of resposnsibniltiy on aamzons part here at all! you really shoudl have your own footage from that van anyway, and the whole handling is crazy here as there is no sense of responsibilty on amazon's part !
  
  Regards,
  
  ******* ****