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:01/22/2025

  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.

  ****** delivery driver hit and damaged our retaining wall, making it no longer structural sound. Arc claims has taken over the situation, however they will not provide me with any updates, timelines, or next steps. I have filled out all requested information through an online portal and additionally by email as requested. All my attempts, but one, to communicate with the claims adjuster have gone unanswered. The only response she provided was my claim was under review. No additional information or timeline. We have been beyond patient, but it is now time for them to pay the estimate that they required we obtain. The structural damage caused by the delivery driver is potentially causing more damage to my residence (per the contractor) and it is a safety hazard for my young children and pets. This entire situation is unacceptable. By not fault of our own we are now dealing with a structural and safety issue at our residence that this company does not seem interested in solving. We have filed a police report and are considering further action before someone gets hurt or additional damage occurs.

  Business Response

  Date: 01/22/2025

  The claimant's estimate has been sent to our appraisal team

  Customer Answer

  Date: 01/22/2025

  
  Complaint: 22842466
  
  I am rejecting this response because:
  The claim is not closed and I have not been given the funds to cover the written estimate that I submitted over a month ago. It is frustrating that it took me submitting a complaint in order for the business to provide me with ANY information regarding my claim. They still have not provided any timeline as to when this will be resolved. They have had ample time to review and appraise the claim. Furthermore, they should be able to communicate their steps with me and respond to my multiple communication attempts through email and the online portal. This is no way to do business, nor to handle a dangerous situation caused by their party. 
  
  Regards,
  
  ****** *******

  Business Response

  Date: 01/23/2025

  An appraiser has been assigned to inspect the claimant's property. Once we have completed the investigation we will move towards resolution of the claim

  Customer Answer

  Date: 01/27/2025

  
  Complaint: 22842466
  
  I am rejecting this response because:
  The only acceptable resolution is for the claim to be paid in full and my property fixed. This company is purposefully dragging their feet and unresponsive to communication attempts to resolve the damage caused to my property by ****** over two months ago. 

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

  Business Response

  Date: 02/03/2025

  An appraiser has been assigned to inspect the subject property. We received acknowledgement of the assignment from the appraiser on 1/27/25. 

  Customer Answer

  Date: 02/03/2025

  
  Complaint: 22842466
  
  I am rejecting this response because:
  
  The only acceptable resolution is for the estimate to be paid in full and my property repaired. 
  
  Regards,
  
  ****** *******

  Business Response

  Date: 02/04/2025

  Our client requires us to secure an appraisal. Once the appraisal is completed we will move forward with resolution of the claim 

  Customer Answer

  Date: 02/06/2025

  
  Complaint: 22842466
  
  I am rejecting this response because:
  The only acceptable resolution is the estimate to be paid in full and my property repaired. Appraiser has been to my property. Company is purposefully dragging their feet, leaving my property damaged potentially resulting in further damage and/or injury. It has been almost three months since ****** damaged my property. This is ridiculous.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:01/21/2025

  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.

  ****** delivered attempted to deliver a package and ended up stuck in the ditch next to the driveway entrance. This resulted in a damaged culvert pipe causing water flowing issues. I contacted ****** who in turn opened up a claim with ARC. ARC requested more information including pictures and an estimate of the damage. I submitted the requested documentation and I was then requested to submit an itemized list of repair costs and materials. This incident occurred on December 19, 2024 and when I ask for updates, the only response I get is the request is still with appraisals. I need this resolved or a settlement reached for my property damage.

  Business Response

  Date: 01/22/2025

  We have assigned an appraiser to inspect the damage. The appraiser will contact the claimant to arrange for the inspection 

  Customer Answer

  Date: 01/24/2025

  
  Complaint: 22840164
  
  I am rejecting this response because:
  

  The work has already been completed for repairing the culvert and driveway.  I am seeking a settlement for repayment for the damages and cost for repair. The culvert was pinched from the weight of the Amazon truck and causing a backup of water flow.  
  
  
  Regards,
  
  ******* ****

  Business Response

  Date: 02/03/2025

  The appraisal has been completed and a settlement offer is being sent to the claimant. 

  Customer Answer

  Date: 02/10/2025

  [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:01/21/2025

  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.

  I drive for Amazon flex during my Amazon route I had an incident occur causing damage to my vehicle. I had reached out to ****** and which They filed an incident (Report number: *********). A few short days later and arc representative *** ********* Got in touch with me he stated that. I needed to provide a coverage denial letter from my. *******************************. As amazons insurance is secondary and my insurance is primary. However, not only this will cause my insurance premium to go up just by having an open claim, but I am also having to pay $1000 deductible for something that happened during an Amazon route. As found in Amazon flex TOS: *************** If you maintain personal auto insurance, you are protected under the ******************************** Policy while you're actively driving and delivering.The ******************************** Policy includes auto liability coverage of $1,000,000, uninsured motorist/under-insured motorist coverage, and contingent comprehensive and collision coverage (passengers are not covered). This policy is provided at no cost, in all states besides ****************** just seems as this is an incident that occurred under an Amazon route and ****** has insurance that can take care of this matter it would make no sense for me to 1. Pay a higher insurance premium for something that wasnt my fault. 2. Pay $1,000 insurance deductible for something that wasnt my fault.

  Business Response

  Date: 01/22/2025

  Under the terms of his contract with ****** Mr. ****** is required to submit this claim to his personal insurance carrier and submit a denial of coverage letter from his insurance carrier.
  
  We cannot proceed with his claim without that documentation.
  
  

• Initial Complaint

  Date:01/20/2025

  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.

  ****** driver caused property damages. Weve submitted video evidence of the incident and video of admission by their driver. ****** adjuster ********* ***** has failed to respond to emails and calls for over a month. Voicemail was also left for their manager to reach out, and no response to date.Weve paid our contractor for damages and are looking for reimbursement of our out of pocket costs.

  Business Response

  Date: 01/21/2025

  An appraisal of the claimant's damages has been ordered. The adjuster will follow up with the claimant upon receipt of the appraisal.

  Customer Answer

  Date: 01/31/2025

  
  Complaint: 22834151
  
  I am rejecting this response because: This issue still has not been resolved with ARC Claims.  We've submitted paid invoices along with photos of the damages to our property.  This is has been going on since Thanksgiving of 2024.
  
  
  
  Regards,
  
  ***** & ***** ******

  Business Response

  Date: 01/31/2025

  We are waiting on settlement authority from ******

• Initial Complaint

  Date:01/17/2025

  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.

  on December 24, the Amazon driver failed to follow delivery instructions, which are well written and actually written by the executive office after numerous complaints.I have an outdoor parcel box a Ring Doorbell a gate code numerous signs and a phone number as I was returning home from the hospital, the UPS driver pulled at the same time. I had no idea that a large metal cart had been thrown over my gate and had landed on the rail when I went toopen the gate the UPS driver I seen on the video and I heard this horrible grinding sound as the cart was crushed inside my electronic gate. I was horrified. I have pneumonia at the time for weeks. There was no way to get the box out, but to try to forcethe gate to shut as it was crammed inside the mechanism right before Christmas. In addition, my truck was loaded with food. I was so stressed that I left part of my food in my truck that then spoiled. I contacted ****** I filed a claim with all the videos pictures of the driver his truck and then received a very not nice email today sending numerous emails asking for updates that I have not responded to any phone calls or emails which I have all my phone logs that isabsolutely not true and I have all my emails including one from yesterday saying that she was looking into my case and would get an update. I have received no phone calls. It took me days actually a month to try to find your phone number which I didn't get until I came to file a better I Bureau complaint which I didn't want to have to do. ****** corporate office is aware of this claim. I also wrote them today too. I have not heard back from anyone. I'm 100% disabled militaryveteran and first responder with a hearing loss that relies on this Gate I've been a previous victim of violence where I was shot. I'm just asking for a reasonable compensation and for the drivers to follow instructions. I sent in all the Ring Doorbell footage the photos of the driver to the Amazon corporate office photos of my signs. Help

  Business Response

  Date: 01/18/2025

  I have contacted the claimant and have had numerous email exchanges regarding this claim. I have asked the claimant to send me a photo of the box and metal frame she alleges was wedged in her gate. Our investigation continues. 

  Customer Answer

  Date: 01/18/2025

  
  Complaint: 22827366
  
  I am rejecting this response because I have sent in numerous videos showing that the package was on the gate. It fell into the gate. The driver did not follow delivery instructions. It was questioned in the gate. I told them I don't have a photo of the package afterwards. I have a witness a *** driver that's been with *** for years. I explained to them I was just coming home from the hospital with pneumonia that I was exceptionally sick with the truck full of food. I was so sick and so distracted and upset that I left part of the food in my truck that's spoiled. I proved documentation I called ****** immediately I do not have photos of the card. I also contacted the manufacturer immediately, who would not even send a replacement card to the same address due to the irresponsibility of the driver who once again failed to follow delivery instructions after they have been instructed multiple times and I have signs. 
  
  
  
  Regards,
  
  ******** *****

  Business Response

  Date: 01/23/2025

  An appraiser has been assigned to inspect the claimant's gate with the vendor chosen by the claimant.

  Customer Answer

  Date: 01/27/2025

  
  Complaint: 22827366
  
  I am rejecting this response because: The claim has not finished I will be happy to accept the claim. Once we come to a conclusion, however this is premature at this point to close the case until we come to a final resolution.. I appreciate them sending the appraiser out to my home and I've lost food as well but I need to find out what the final resolution will be after the appraisal arrives tomorrow morning. At which time I'm happy to revisit and close if we both agree to a resolution
  
  
  
  Regards,
  
  ******** *****

  Business Response

  Date: 01/29/2025

  We are working towards resolution of the claim 

• Initial Complaint

  Date:01/13/2025

  Type:Sales and Advertising 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 11/19/2024, an Amazon driver backed into my house. I have the entire incident on Ring camera and have filed a police report. I immediately contacted ****** and was sent info for filing a claim with ARC. It was a holiday week so I had to wait to get an estimate. Once I had the repair estimate, I filed the claim with pictures, video, license plate #, police report, and estimate. I have emailed to get an update with no response yet. I was told on 12/13/2024 that they will begin the investigation and get back to me shortly. I havent heard anything since.

  Business Response

  Date: 01/15/2025

  A settlement offer has been sent to the claimant. 

  Customer Answer

  Date: 01/16/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I did receive settlement paperwork, which I signed and returned. I have provided information on where payment can be sent. If I do not receive the payment in the allotted time frame, I will reach back out to BBB.  
  
  Regards,
  
  **** **********

• Initial Complaint

  Date:01/07/2025

  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 ****** delivery truck hit my parked car, leaving behind a portion of its bumper. Accident Reporting Center instructed me to get an estimate on my vehicle which totaled $5,164.64.
  
  Despite having evidence of the incident, they denied my claim.
  
  I am seeking the money to have my vehicle repaired.

  Business Response

  Date: 01/08/2025

  The estimate was secured as part of our investigation. This file was denied as there is no proof the damage was caused by the ****** vehicle and no witnesses to
  the incident. 

  Customer Answer

  Date: 01/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  ARC,
  
            On
  January 19th, 2025 this incident will be three months old. If a resolution
  where my vehicle is fixed or approved for repairs is not reached, then I will
  move forward with legal proceedings.
            Thank you for prompt attention to this
  matter. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  **** ******

  Business Response

  Date: 01/15/2025

  There is no independent witness to verify claimant's allegations. Our investigation continues.

  Customer Answer

  Date: 01/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  ARC,
              Per my last message, this incident
  will be three months old on January 19th.Your organization has had
  ample time to research this matter. If a resolution where my car is fixed or
  approved for repairs by January 24th is not reached, then I will
  proceed with legal procedures to obtain a resolution.

  
  Prompt attention to this matter is appreciated

   

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

• Initial Complaint

  Date:01/06/2025

  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.

  ARC Claims Management handles coverage for a carrier service contracted to ******. On or about Nov 17th 2024, damage was done to my property in the estimated and quoted amount of $1,750 After multiple contacts, I only get a answer of that they are running behind and waiting for their client to respond. This has been more than 50 days that damage occurred and 40 days that contractor quote was ************ date no one has come to my property to survey damage from ARC.I respectfully ask ARC to contact their client to expedite and pay for this damage.

  Business Response

  Date: 01/09/2025

  Claim has been submitted for approval. Awaiting authorization

  Customer Answer

  Date: 01/09/2025

  
  Complaint: 22775163
  
  I am rejecting this response because it's been the same response for over 6 weeks. I would like to know when can I expect payment.
  
  
  
  Regards,
  
  ***** *******

  Business Response

  Date: 01/09/2025

  We are working on it

  Customer Answer

  Date: 01/14/2025

  
  Complaint: 22775163
  
  I am rejecting this response because: I'm still waiting.
  
  
  
  Regards,
  
  ***** *******

  Business Response

  Date: 01/15/2025

  The Amazon driver is disputing the amount of the estimate claimant has submitted. We are working with the driver to resolve his concerns about the scope of the estimate.

  Customer Answer

  Date: 01/16/2025

  
  Complaint: 22775163
  
  Appreciate the response but has contract driver sent anyone to assess damage and got his own quote or is it just arbitrary? Your the insurance carrier. It's now been over two months. Please close this out properly and expeditiously. TY
  
  
  
  Regards,
  
  ***** *******

  Business Response

  Date: 01/23/2025

  Our client requires we receive approval of the Amazon driver prior to making an offer. We have not been able to secure a response from the driver. A recommendation to send the claim to the driver's insurance carrier is pending. More to follow shortly. 

• Initial Complaint

  Date:01/03/2025

  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.

  The issue involves damage to my retaining wall and plants/shrubs in the front of my home caused by Arc Global Risk's Insured, ******, when one of their drivers pulled out of my driveway at a very high rate of speed and without exercising caution, resulting in her driving over the planted area and causing the damage.I was present when the incident occurred in my attached garage with the overhead door open and saw the driver place an Amazon order on my front stoop. Moments later, I heard a very loud crash and immediately went outside the garage where I witnessed the Amazon truck driving away very fast.The Arc adjuster, ******* ********, denied my claim, stating there was no proof the damage was caused by one of their Insured's drivers. However, I sent him a copy of the Amazon package with the relevant info on it.I am claiming $100 to replace the retaining blocks, shrubs, and plants. I explained I did not have any receipts nor could I do the remedial work at this point in the middle of winter. However, I am being very conservative and reasonable in my estimate. I also provided the photos showing the damage.The adjuster's only contact infor is his email: ****************************************************************** ARC's claim number is: AMZ2024344007 **** ****** ****** **

  Business Response

  Date: 01/08/2025

  The claim has been approved and a settlement check has been requested.

  Customer Answer

  Date: 01/08/2025

  [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:12/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/18/24, an Amazon driver struck my garage door. I filed a claim with ARC on 11/29 after getting estimates & sending ARC the estimates totaling $1751.78, pictures of the damage, and 5 videos documenting the incident. 12/19 I received email from ARC stating they would pay $1363.03 along with a document to sign stating "this settlement is a compromise of a doubtful and disputed claim" despite sending them Ring video of the driver, van and my discussions with the driver about the accident as well as video of the driver trying to fix the damaged rail himself and breaking my hammer. I did not sign this document. I replied to ARC that I will not accept the settlement and will require the full amount of the estimates I submitted, not to mention how insulted I am that they consider this claim "doubtful" despite the videos. 12/24/24 I received email from *** stating ****** has completed their review based on evidence provided, ; if I don't agree i should file a claim with my homeowners insurance. I find this unacceptable. Their driver caused the damage, they are responsible, & I will not be going through my homeowners insurance ans risk my rates increasing. My goal is to collect the full amount of my claim for $1751.78 so I can get my garage door and trim repaired properly. Thank you for your assistance to help facilitate this unfortunate situation.

  Business Response

  Date: 12/31/2024

  This claim has been escalated and is under review.

  Customer Answer

  Date: 12/31/2024

  
  Complaint: 22731691
  
  I am rejecting this response because:
  
  This has been going on since 11/27/2024. I find this frustrating and unacceptable that this issue is still not resolved despite sending estimates, pictures of the damage and 5 videos of the incident. Their tactics of delays and offering less than what is required to fix the damage is repeated 300 plus times as I read the other complaints against them on BBB's website. They are also trying to say this is a doubtful and disputed claim despite the 5 videos, which I find appalling.
  
  Regards,
  
  ****** *****

  Business Response

  Date: 01/02/2025

  The issue is that we have a written appraisal that is less than the estimate submitted by the claimant. I am working on a resolution, but have been hampered by the fact the folks I need to contact have been out of the office for the holidays.

   

   

  Customer Answer

  Date: 01/02/2025

  
  Complaint: 22731691
  
  I am rejecting this response because:
  
  I will be waiting for your response after the appropriate people get back from their time off over the holidays. I need to keep the BBB involved until a satisfactory solution is attained,  as this seems to be the only way to get prompt updates and responses from this company.
  
  Regards,
  
  ****** *****

  Business Response

  Date: 01/03/2025

  We are not suggesting the claimant should dismiss her BBB complaint.

  Customer Answer

  Date: 01/05/2025

  
  Complaint: 22731691
  
  I am rejecting this response because:
  
  ARC's last email to me Jan 4th, 2024:

  Good afternoon
  
  We have reviewed our file and your concerns
  
  Amazon is not amending their offer of resolution at this time
  
  Should you not agree with our determination or offer, we recommend you contact your home owners insurance provider to discuss options that may be available to you
  
  Sincerely
  ARC

  This is an unacceptable outcome. I am requesting the full amount of my claim of $1751.78
  
  Regards,
  
  ****** *****

  Business Response

  Date: 01/06/2025

  I have contacted the claimant with an update.

  Customer Answer

  Date: 01/15/2025

  
  Complaint: 22731691
  
  I am rejecting this response because:
  
  I have been getting updates from ARC, still waiting on resolution. I need to "reject this response" or my BBB claim will be closed out as resolved. I would like to keep BBB involved until this issue is resolved.
  
  Regards,
  
  ****** *****

  Business Response

  Date: 01/15/2025

  The claim has been approved for payment at the claimant's figure. She was notified today.

  Customer Answer

  Date: 01/16/2025

  [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,
  
  ****** *****