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:12/23/2024

  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 handles claims for *****. Arc will not follow up or call back to settle the claim even after repeated attempts to reach them to resolve

  Business Response

  Date: 12/27/2024

  The matter has been escalated and is being reviewed. 

• Initial Complaint

  Date:12/19/2024

  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.

  August 30th, 2024 an Amazon driver hit my basketball goal, twisted and bent beyond repair. I filed a complaint . After not hearing anything back I contacted ****** who said ARC claims handles all claims then sends it to them. I contacted ARC claims who notified me that I needed to submit additional information and photos. They told me to keep the estimate for repair under 3k and that was I could avoid it being kicked back. I asked about removal and repair and they said to just keep it under 3k. I did EXACTLY as I was directed and then 4 months later after hearing nothing back I reached out. They I formed me they denied the claim (despite video of the ****** truck hitting the goal being on video) because my estimate didn't include a "like basketball net". They said they were sending to an adjuster. I then informed them that I had more documentation for removal and repair totaling over $900. They said they won't include that because it wasn't included in original documentation sent. Moral of story submit everything to them as they will tell you not to and that you don't need to then deny it and that expense will never be considered.

  Business Response

  Date: 12/27/2024

  The claimant submitted an estimate for a replacement hoop that was a significant upgrade from the one that was damaged.  

  Customer Answer

  Date: 01/02/2025

  
  Complaint: 22708808
  
  I am rejecting this response because:
  
  The estimate was an exact replacement but was not same manufacture due to original manufacture being out of business. Company advised to submitt a claim under 3k dollars to avoid it being rejected and stated removal cost of damaged goal as well as disposal fees did not need to be included as long as estimate was under 3k. Then rejected claim and said they are sending to estimator and removal cost and disposal cannot be included. Please comment as to why you advised ****** include AND keep under 3k to avoid being sent to estimator.
  
  Regards,
  
  ******** *****

  Business Response

  Date: 01/02/2025

  The offer was made based on providing a similar model to the one that was replaced and allowance for installation. 

  Customer Answer

  Date: 01/02/2025

  
  Complaint: 22708808
  
  I am rejecting this response because:
  
  Have sent email requesting what in ground basketball net they identified that is 54" with glass backboard costing 400 dollars per settlement offered by company. Also request response as to why I was told to just submit estimate under 3k so it would not be rejected and to disregard removal and disposal costs as it wouldn't matter if it was under 3k. Then had estimate rejected and told I can no longer include disposal and removal as part of claim ($450). Money that I have spent to remove goal after ****** hit it. Literally they hit my post on camera and then offer me 400 dollars 5 months later after not being able to use it. My children used it daily.  Still no reply via email to company. 
  
  Regards,
  
  ******** *****

  Business Response

  Date: 01/08/2025

  I have notified the adjuster on the file to send additional documentation to the claimant to support our offer.

• Initial Complaint

  Date:12/17/2024

  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.

  Over a month ago and Amazon driver ran completely over my brick mailbox while pulling out of my driveway after delivering a package. I immediately went out and found his truck sitting on top of the mailbox and his front wheels were about a foot off the ground. I took pictures of the truck, license plate and truck number. His supervisor came out and had big truck come out and push him off of it. The supervisor assumed me tgat ****** would take care of it and that they should call me by that next Monday. Never heard from them. Had to call and report claim myself. After finally getting a claim numer I found out I was not dealing with ******. It was ARC. I did exactly what they told ne to do. Uploaded pictures, got written estimate and sent all of that to them. Didn't hear anything for 2 weeks, then they said it was in investigation phase. Rocked on and finally told me a release letter would be emailed to me. Once signed, they would mail the check. They have yet to email me the letter. I call them, they put me through to claim adjuster and she never answers the phone and will not call back. I'm very fed up and frustrated. They are obviously trying to drag it out hoping I will go sway but that's not going to happen. I've already spoke with my lawyer and I'm getting very close to turning it over to him. My claim number is AMZ2024343517. The estimate to replace my brick mailbox is $1900. Any help you give me in getting this resolved would be greatly appreciated. I've never dealt with anyone who's customer ********************** was this bad!

  Business Response

  Date: 12/18/2024

  The file reflects the Release was sent, but obviously not received.

  I sent claimant the Release via email and advised him his payment would be processed upon receipt of the Release. 

• Initial Complaint

  Date:12/16/2024

  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 truck hit my car park in front of my house i have witnesses. and when i came out the driver drove away. i have a police report and a claim from ARC but is been 2 weeks and they haven't answer my phone calls and emails at all. I try to contact them multiple times and they do not answer this is ridiculous my car is still damage and the 3093 dollars to fix it will come out of pocket since they don't want to answer. or be responsible.

  Business Response

  Date: 12/17/2024

  The claimant will be contacted today and an appraiser will be assigned to inspect the claimant vehicle.

• Initial Complaint

  Date:12/14/2024

  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 10/3 an Amazon driver backed into our car. We were told to get an estimate and that they agreed to pay for the damage. We uploaded the estimate and now they wont pay it.

  Business Response

  Date: 12/14/2024

   

   

   

  This claim has been forwarded to the insurance carrier for the Amazon driver.
  
  The claimant was advised of this via email on 12/11/24.
  
  
  Claim # AMZ2024336728 Dec 11, 2024
  
  03:14 PM
  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: ***************** Name:************************* Phone Number: ************** Policy Number:ID100088#1
  

  Customer Answer

  Date: 12/14/2024

  
  Complaint: 22686405
  
  I am rejecting this response because:
  
  I was told I had to contact the ****** drivers insurance after being informed arc had agreed to pay this. 
  
  Regards,
  
  ******** *********

  Business Response

  Date: 12/18/2024

  We respectfully disagree with the claimant's statement.

  She was advised the claim was under review. After the review was completed, the decision by the client was to refer the matter to the insurance carrier for the Amazon driver - see email below.

   

  Message received about ARC Claim AMZ2024336728 Dec 04, 2024
  
  04:44 PM
  To:******************************
  
  Hello *********!
  You have received the following message from your ARC representative:
  Hello,
  
  I hope you had a nice Thanksgiving as well. I only just saw the estimate and have forwarded for review. Once the review is completed, I will send the file to the client for review and resolution. Please allow up to 2 weeks for follow up. Thank you.
  Please login to the ARC Claims Portal or reply to this email to respond.
  Thank you!

• Initial Complaint

  Date:12/13/2024

  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.

  ARC represents damage caused by amazon drivers; an amazon driver blantly drove over my grass - on video - twice. The ground was saturated as it had been raining for a full day. Adjuster is ***** ******* ************ and he's been no help. Everything I send him is no *******'s an open and closed matter, I sent video of it. My neighbor who is a contractor offered to fix it for us for minimal funds, but that's not satisfactory to "*****". ***** can send his own vendor out if they don't want to pay for it to be repaired.

  Business Response

  Date: 12/14/2024

  The claimant presented a ring video taken at night that appears to show the Amazon vehicle entering her yard. Unfortunately, the video does not show any damage.

  We have requested photographs of the alleged damage and a written estimate - see below.

  We will move forward with the claim upon receipt of the requested documentation. 

  Re: Claim # FLX202494881 Dec 13, 2024
  
  05:21 PM
  To:********************************
  
  We did receive the video. Please share pictures of the damage, and a written estimate to allow us to review the claim for payment. ARC Claims
  
  We are unable to proceed with your claim until we receive the photos and an estimate.

   

  Customer Answer

  Date: 12/14/2024

  
  Complaint: 22685274
  
  I am rejecting this response because:
  
  Ive advised them to send their own vendor out to assess the damage. It is unrealistic to expect me to put the bill for a service call fee in order to provide them an estimate. I have had a prior claim with them and they did not require the customer go through all these hoops.  
  

  It should come as no surprise that insurance company is trying to deny a claim. It is quite apparent in the video. I provided them in real time of their driver, driving significantly far onto my lawn, which was saturated with over half an inch of rain, which I provide provided proof of.
  
  
  Regards,
  
  ******* ********

  Business Response

  Date: 12/18/2024

  I have advised the claimant that our client requires photos of the alleged damages and an estimate for repair - she refused.

  I then requested photos of the alleged damages, and we would have an estimate prepared by our office - she refused.

  To date all claimant has produced is a ring video, taken at night from about 40 feet away showing a vehicle backing out of her driveway.

  Due to claimant's refusal to cooperate, we cannot move forward with the claim.

  As information, the claimant has also filed a complaint with the ********************* of Banking and Insurance New Complaint ****** under the name of ******* Cappuccino.

   

   

   

  Customer Answer

  Date: 12/18/2024

  
  Complaint: 22685274
  
  I am rejecting this response because: it is unreasonable to make me provide all the work they need to render a decision. With the attorney is failing to mention is, I told them to send a licensed contractor to my home, anyone of their choosing, to inspect the damage and take a report and photos. They refuse. 
  

  if they are the ones requiring all this information, they should come out to the property and retrieve it. I do not trust their in-house staff to provide a fair estimate based on photos I provide. They are trying to mitigate damages as less as possible. The attorney also tells me that theyre not insurance company and theyre not responsible for Amazon drivers. So why are they even reaching out to me? What is the purpose of this? If they want to resolve it, they will send someone to my home to estimate the damage. They shouldnt make the customer climb heaven and h*** and do their job for them. 
  

  at this time, Im asking for the complaint to move into unresolved because the respondent has not properly addressed. All the matters brought fourth in my initial complaint.
  
  
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:12/12/2024

  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.

  In June 2024 a FedEx driver drove on my front lawn causing damage. After many calls to them I was contacted by ARC Claims in September 2024. I filled out the forms sent via email. I received an email from *** that stated they received my form and if I had any questions to respond directly to that email. I responded 6 times and not one time did someone respond. It's been 3 months now and nothing. I asked for a very small payment for the damage done to my lawn and I've continued to be ignored. I asked many times for *** to provide me their mailing address to no avail. It's been 6 months now since the damage and my first contact about this issue. This is outrageous! I need to be made whole. Unfortunately, I cannot get back all the time spent on this issue trying to get it resolved. It seems ARC does not like to communicate. They do not respond to questions and continue to ignore me. This is a horrible company to have to deal with. I'm sure they are just hoping the more they ignore me I will simply go away. That will not happen, I will not go away. They've had many chances to do the right thing and have not done anything for 3 months now. Shame on ARC Claims! They are a very bad company.

  Business Response

  Date: 12/13/2024

  ARC serves as the intake vendor for ***** Ground property damage claims. The insurance carrier is ********* *******.

  We had difficulty identifying the ***** station involved in this loss. That has been resolved and the claim has been reported to ********* Basset.

  We have provided the claimant with  the ********* ******* phone # and file number. 

• Initial Complaint

  Date:12/12/2024

  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 10/24/24 at 6:45 pm, a driver for ****** backed into our mailbox and knocked it over. The driver admitted to running it over. We called the police and filled out a report with the driver present. I received a text from ARC Claims Management with a link to upload all the information needed. This was completed and on November 12th I received confirmation that the information was received and the investigation was started. Since then I have sent 8 emails asking for an update to the investigation with the only reply being we will be in contact as quickly as possible. A contractor provided an estimate of $275 to replace the mailbox. I am just requesting these fund in order to replace the mailbox as soon as possible. However it doesnt seem as though ARC is working towards a resolution.

  Business Response

  Date: 12/16/2024

  The claim has been submitted for approval

  Customer Answer

  Date: 12/19/2024

  [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 ONCE THE CHECK IS RECEIVED and IN HAND.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:12/10/2024

  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 11/9/2024 at 5:12 PM I witnessed an Amazon delivery driver parked extremely close to my car and brushed up against the trunk lid of my car leaving a deep scratch that went completely through the paint down to the metal while delivering a package to my house. ****** customer was contacted and the representative started a claim with ***. I received a the claim number of AMZ2024343723. The ARC portal was very glitchy and difficult to upload the information they requested. I emailed the representative ******* ********, who advised me I could directly email him the photos and estimates directly. Which I did. I obtained 3 estimates from local body repair shops, one in the amount of $817.93, another in the amount of $931.70, and the third for $1,271.50. ******* emailed me back and told me I had to pick one of the three estimates to submit, so I chose the lowest one to submit. I would like to proceed with the repair to my vehicle, but have not heard anything from anyone at ARC for weeks.

  Business Response

  Date: 12/12/2024

  The claim has been denied and clamant has been notified.

  Customer Answer

  Date: 12/12/2024

  
  Complaint: 22666049
  
  I am rejecting this response because:

  This is a completely unacceptable outcome, and I demand to see all information from Arcs investigation.

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

  Business Response

  Date: 12/13/2024

  Here is the email sent to the claimant regarding the investigation

  Re: Claim # AMZ2024343723 Dec 13, 2024
  
  08:32 AM
  To:*********************************
  
  Thank you for your email. We have investigated this loss and interviewed the driver. The driver denies this allegation and have no evidence showing ****** has caused any damages. You will need to turn this over to your insurance carrier at this time.
  
  

  Customer Answer

  Date: 12/13/2024

  
  Complaint: 22666049
  
  I am rejecting this response because:

  Thank you for sharing the details of the investigation. However this is still a totally unacceptable outcome, and I wish to appeal this decision. Again, I was an eyewitness to the event that caused the loss on 11/9. Just because a claimant does not have a video, does not deflect liability from ARC, or the *** that the driver related to this incident works for. Also, the fact that the driver may not be aware of the damages caused, or is intentionally being deceptive about causing the damages, in no way deflects liability away from ARC, or the *** that employs the driver involved in this incident. I am only seeking that the damaged trunk lid of my vehicle be rightfully restored its to pre-loss condition. If this issue is not properly rectified, I will be pursuing further action.
  
  
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:12/05/2024

  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 10/05/2024 an amazon delivery vehicle hit my parked truck and drove away. I immediately called the police and contacted ******. Arc eventually reached out and asked for an estimate. On 10/25 i received and sent a copy of the estimate of $4058. They then responded almost a month later on 11/20 with an amount $1700 lower stating that is the starting point and they would pay more if the shop found additional damage. Their quote is severely under valued due to them quoting oem mirrors when i had custom built mirrors installed. These mirrors are currently valued at a little over $1200 and oem at $571. I have stated multiple times i will not accept unless the value for the mirror is correct since the shop said that they will not purchase them due to needing to be custom built and i would have to buy them. I have called the adjuster ****** ***** and ******* ****. ****** ***** wasnt very helpful as she claimed it was up to ******* and i should call her. As of 12/5 i have called her 3 teams to no avail and have left 3 voicemails. ****** needs to fix this and i will not receive less for my mirror due to their negligence.

  Business Response

  Date: 12/06/2024

  We secured an agreed price for repair with claimant's body shop. Claimant alleges he has custom mirrors. I have requested documentation.