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:11/22/2024

  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.

  I filed a claim through ***** for damage to a vehicle and bicycle and bicycle rack hit by a FedEx driver on my property while delivering a package. It has been 90 days since the incident occurred and even time I call, I am told that they are investigating and are moving the claim to a higher level of priority. I am told the exact same thing every time I call. Estimated damages are $12,500. Bicycle replacement, *****, damages to rack, 400, damages to vehicle *****.

  Business Response

  Date: 11/25/2024

  ARC Global Risk handles the intake for ***** Ground Claims and then forwards the claim to the TPA (Third Party Administrator) for ***** Ground ********* Basset.
  
  This claim was sent to ********* ******* on October 11th with the follow claim numbers:
  
  ARC: 4444981452
  ********* *******: 015556679462

  ************ 

  I have forwarded this information to the claimant and advised him to contact ********* *******.

   

• Initial Complaint

  Date:11/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 7 an Amazon truck backed over the mailbox structure shared by neighbor ****** ********* and me breaking the wooden pole holding the structure. ****** witnessed the accident, talked with the driver and got his name, captured pictures of the truck license and called the incident in to Amazon support (he was told the driver's supervisor would stop out to review but that did not happen. In the meantime I contacted the firm which installed all the mailboxes in our neighbothood and hired them to replace the post and rebuild the mailbox structure which cost $547.64. At some point ***** was provided a case numer AMZ2024331383 and then re-directed to ARC insurance who apparently handles these claims for ******. ****** has spent hours making phone calls and sending emails or posting to the ARC portal to get our re-imbursement. He has provided all of the requested inormation numberous times but we have received no response. He was given a ARC contact name **** ***** *************) and called multiple times with no answer or reply to voice mail. This has been going on for months now and is apparent that ARC customer ****************************** Amazon as well) must be trained and incentivized to delay and ignore customers hoping they will eventually just give up. This is the worst customer support experience ****** or I have ever experienced. I did not attached all the documentation below as this was provided to Amazon and ARC multiple times. Let me know if this is required and I will sent it to you as well.

  Business Response

  Date: 11/18/2024

  I have notified the claimant that the claim has been approved for payment and I will notify him when the check has been processed.

  Customer Answer

  Date: 11/18/2024

  [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 assuming we receive the check in the next few days I find that this resolution is satisfactory to me.
  
  Regards,
  
  *** *****

• Initial Complaint

  Date:10/02/2024

  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.

  In and through the early morning of September 27, 2024 we had our driveway resurfaced by an **********************. When completed the driveway was roped off and to block car and foot traffic. Around 2:30 pm CST an Amazon driver making a delivery to our home chose to ignore the fact the the driveway was not only roped off but also visibly still wet and walked all over it damaging the finish of the newly resurfaced (that same day) driveway. This was all recorded on video. I immediately contacted ****** who referred me to ARC to handle the claim. I submitted video of the company doing the resurfacing as we as the driver walking on it. I submitted pictures of the damage as well as an estimate form the paving company. The estimate from the paving company with tax was $1712.00 to resurface the driveway. Please know that the driveway is over 5000 sqft. We received an initial settlement offer from ARC for $206.38, which was totally unacceptable. We then contacted ARC and told them the amount was not acceptable and they asked me to provided them more pictures of the damage. I did so along with a letter from the paving company explaining that the damage was spread over too large of an area and that it could not be spot repaired, that the whole driveway would need to be resurfaced. Today ARC came back with a new offer of $300.00. I again told them that this was unacceptable and asked how are they calculating this number. The representative handling my claim *****, explained to me that they look up the cost of the materials on the Lowes or ********** website and go from there, thats insane. What ARC doesn't seem to understand is that this isn't something you can buy at a local ********** or Lowes. The driveway was resurfaced with a commercial grade hot tar sealcoat. This requires commercial machinery like a hot asphalt mixer which can been on the truck in the video. Time is of the essence as we live in cold state and the paving company closes for the season in 2 weeks.

  Business Response

  Date: 10/04/2024

  I have contacted the claimant and requested clarification on the amount of damage claimed and the necessity to resurface the entire driveway.

• Initial Complaint

  Date:08/23/2024

  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.

  A Commercial Amazon delivery truck parked and created damage in a newly paved driveway, which I had paid $3200 for a complete resurfacing. Amazon uses ARC Claims to handle claims. After repeated interactions including an estimate of $1800 to repair the driveway, ARC Claims responded with an offer of $331.72. I made it clear that would not be adequate, in fact $1800 was lower than some of the estimates I had received. *** then proceeded to claim that I needed to give a breakdown of the work with a level of specificity with labor and material costs. Ive talked to seven blacktop and paving companies, all of which say that they do not provide that level of specificity for a residential job, additionally, they informed me that it would be unlikely that anyone would do such a level of specificity as they would violate internal policies. ARC claims agent claimed that he had been in the insurance field for over two decades, and that that was a common piece of information to provide meanwhile seven paving companies dispelled this false claim that he made. Currently, my case is at a standstill as ARC keeps repeating a false narrative that I could obtain labor and material costs when that would be impossible.

  Business Response

  Date: 08/26/2024

   The claimant alleges the Amazon truck left a **** on the driveway. The claimant is seeking $1800 to resurface the driveway. We respectfully maintain the offer made clean the driveway is appropriate.

• Initial Complaint

  Date:08/13/2024

  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.

  An Amazon driver did a 3pt turn in my driveway and got stuck on the edge of a driveway that was 1 week old. As the driver tried to reverse it ripped up the new concrete and couldn't get back on the driveway. The driver had to call the police and a tow truck was required. The weight of the new truck shouldn't have been on the driveway and the truck leaked oil on the uncured driveway. The claims *** handling the claim hasn't returned my emails in nearly a week and has provided an offer to try and ***air the damage. I have notified the *** this damge can't be ***aired, it will never look the same. This wasn't an old driveway, it was just installed about a week before this happened! I have provided the *** with an invoice for the full cost of a driveway to get it back to pre-accident condition and I'm not asking for a ***** more. Please be professional and make me whole again! The driver has accepted fault and the police officer has put the driver at fault as well. There is no need for these delays, my claim needs to be paid in full!Claim # FLX202483435

  Business Response

  Date: 08/20/2024

  I have contacted the claimant regarding this claim and am working with him to attempt to resolve the issue. 

• Initial Complaint

  Date:06/10/2024

  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.

  June 4, 2024 4:19pm EST. ****** **** 2019 RAM Pro350, Massachusetts Commercial plate *******, does 3pt turn on driveway and scraped\damaged driveway with step below rear bumper of ****
  
  June 5, 2024 7:46am EST: Called ****** who gave me a claim number with ARC Claims***************).
  
  June 6, 2024 8:33am EST Received email from ARC Claims to submit paperwork. I summited an estimate with pictures of damage and video of ****** van scraping driveway.
  
  June 6, 2024 3:52pm EST. Got an email stating they can't move forward due to previous claims at my house (Yes, the ****** **** love doing 3pt turns on my big sloped driveway and causing damage) without proof that previous claims had been fixed.
  
  Between that 6/6/2024 and 6/10/2024, I sent many emails to ARC but was ignored.
  
  June 10.2024 11:10 EST, I called ************ (ARC Claims) to speak to someone. They kept telling me I needed proof that previous claims were fixed. In the end, I let them know:
  
  1. Who keeps receipts of previous incidents for that long. Even if I did keep receipts for years and years, previous incidents have NOTHING to do with this one. Pictures sent clearly show new damage with asphalt dug up.
  2. Since they have all these past incidents, they should go back and look at the images and videos in their case files. They are at different locations on my driveway.
  3. I tried calling manager of adjuster but got no answer. I was trying to escalate case with him. I then, also sent anther email to ARC Claims to have them escalate with the manager ( Scott)

  Business Response

  Date: 06/11/2024

  I have contacted the claimant with a settlement offer. Awaiting his response. 

  Customer Answer

  Date: 06/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response.  Message to Bob M***** at arc claims.
  
  
  Look into your records again. Those were 2 different incidents happening within days of each other but on different spots of my sloped driveway with different ****** **** and different drivers. Your offer is not acceptable as it has nothing to do with this latest incident and I was not paid twice previously for what you call the same incident.
  
  
  
  Regards,
  
  
  
  ******* ****

  Business Response

  Date: 06/11/2024

   

  The claimant submitted the exact same estimate, for the exact same damage, and the exact same price. He was paid twice within 3 days - see below.

  ************ 10-15-20 Damage to Driveway
  

  Payment Type         Check Number   Void?  Payee                    Amount    Check Date 
  Property Damage    39411                  No     ******* ****         $384.60  10/23/2020 

  ************ 10-18-20 Damage to Driveway – this
  is a duplicate of the claim submitted under ************
  

  Payment Type         Check Number     Void?     Payee              Amount     Check Date
  Property Damage    VV4559                No         ******* ****   $384.60    10/26/2020 

  Customer Answer

  Date: 06/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Obviously, you didn’t look into the 2 cases ************ and
  ************ like I asked you to.   It is
  2 different cases.     Besides that, both those cases have nothing to
  do with this latest incident.  If you
  think I was paid twice for the same incident, go after me separately.
  
  Anyway,
  2 incidents in question: 
  The below are time and date each van did damage.
  ************ - 10/14/2020 3:47pm, ****** **** MA plate *******
  ************ – 10/18/2020 5:00pm EST, ****** **** MA plate *******
  
  Below are my case notes. 
  I assume you guys will have recorded lines and have kept any email
  communications with the 2 cases.  In
  short, Calvin from logistics leadership (case ************) told to keep both
  separate for “tracking purposes” so both cases were processed separately.
  One thing to keep in mind. 
  My driveway is 3 cars wide but very sloped so it looks like an easy area
  to do a 3pt turn but the ****** Logistics drivers always don’t think about
  their very low bumper/step.  Both
  incidents were on a different part of the driveway.
  
  Here are my notes from ************:
  10/14/2020
  Called
  ****** CSR and got claim number: ************
  10/15/2020
  Put in
  links to video and estimates about 5:30pm 10/15/2020
  10/19/2020
  9:24am. Sent email to Frank E**** letting him know of additional
  issue.  ************-********************
  2:50pm,
  receive email with info that I should combine 10/18 accident but I sent email
  (3:40pm) back noting that Calvin from logistics lead said I should keep it
  separate.
  10/22/2020
  10:12am and 10:13am, sent emails (yes, 2 of them) “I’m
  not sure what you’re waiting on.  Let me
  know.  The silent treatment isn’t a good
  sign that you guys really want to take care of the issue.”. 
  10/23/2020
  10:01am
  Received an email noting they are sending a check.  We will see.
  11/5/2020 
  9:19am,
  received an email after I sent a complaint yesterday on not receiving payment
  yet.  Frank E**** noted it should take
  10-14 days from closing paid date of Oct 23. 
  
  
  Here are my notes from ************:
  10/18/2020
  Called
  ****** CSR and got claim number: ************
  10/19/2020
  9:24am. Sent
  email to Frank E**** letting him know of additional issue.  ************-********************
  
  9:31am. Decided
  and called * *** *** **** to let logistics
  know what happened. Max answered.  I let
  him know driveway damaged again. He said he would put in system and let me talk
  to logistics.  Was put on hold at
  9:35am.  Veronica from logistics noted
  she would put note in my file not to do 3-point turn.  She wasn’t sure where Rosa from logistics put
  that info from last incident.  At 9:43,
  put on hold by Veronica so she can look at last incident. 9:45, returns to and
  says she needs to transfer me to logistics escalation department.  9:48 Calvin from logistics leadership
  answered. I let him know what happened. 
  He was going to start a new claim but I noted it might be cheaper for
  them if they combined the claim.  I said
  I emailed Frank E**** from ARC letting him know but I didn’t expect him to
  answer me yet.  At 9:51am, Calvin said he
  would try to talk to ARC (maybe Frank, to ask how they should proceed).
  9:52, Calvin said they needed to do
  2 claims for tracking purposes. 
  *************
  10:41am,
  email sent to Dan B********
  3:11pm
  received email noting that they would only cover 250.  I emailed back (3:33pm) and noting that this
  was an insurance quote and if I should go through old republic insurance
  company.
  
  10/22/2020
  10:12am
  and 10:13am, sent emails (yes, 2 of them) “I’m not sure what you’re waiting
  on.  Let me know.  The silent treatment isn’t a good sign that
  you guys really want to take care of the issue.”. 
  
  10:42am,
  received an email back.  I promptly
  responded 10:45am\10:46am and am waiting. 
  10/23/2020
  – 10:17am\10:18am. Sent email back requesting they send someone to come fix it
  if they can do better.
  3:58pm, received
  an email noting they will put a request to management to approve.
  
  
  
  Regards,
  
  
  
  ******* ****

• Initial Complaint

  Date:06/06/2024

  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.

  My story with ARC is the same as others. Amazon damaged my property twice. Both times being repaired and compensated with out issue. But the third time on 6/3/24 an Amazon driver destroyed my retaining wall and landscaping (I have video evidence of it happening), they will not accept a quote for repair and offered me very little compensation. The last 2 times the repairs have averaged 1500 dollars and now they are offering me a check for 300 dollars. Are you kidding me? Obviously I am aware of what this is going to cost me. Claim #AMZ2.................. I guess I will have to file a case in small claims court. SMH

  Business Response

  Date: 06/10/2024

  I have contacted the claimant and requested an estimate for the damages.

  Customer Answer

  Date: 06/13/2024

  
  Complaint: 21811866
  
  I am rejecting this response because:

  Quote for damages was submitted on 6-10-24 still waiting for response.
  
  
  
  Regards,
  
  ***** R

  Business Response

  Date: 06/13/2024

  The estimate has been received and is under review. I will respond as soon as I have received authority.

  Customer Answer

  Date: 06/20/2024

  
  Complaint: 21811866
  
  I am rejecting this response because:

   

  ARC has offered a little more money for repair but is still way low on what it will take to get my property fixed.
  
  
  
  Regards,
  
  ***** R

  Business Response

  Date: 06/20/2024

  The claimant has selected a contractor whose labor rate is nearly triple the labor rate for this area. We have made an offer allowing for the material, fuel surcharge and taxes and the labor rate for this area. 

  Customer Answer

  Date: 06/28/2024

  
  Complaint: 21811866
  
  I am rejecting this response because: Still trying to get another contractor to come out and give me an estimate. Currently ARC claims feels that my first contractor is charging me too much and are offering me less than half of what my first contractor is quoting.  This has been a complete pain for me and all I want is my property fixed. I wish amazon would teach their drivers how to drive so these kind of things don't happen.
  
  
  
  Regards,
  
  ***** R

  Business Response

  Date: 06/28/2024

  As previously stated, we have agreed to pay the material charge AND a fuel surcharge per the claimant's estimate. The issue is labor. The claimant is charging $150 /hr.- this is TRIPLE the going labor rate for this type of work.

  Customer Answer

  Date: 07/06/2024

  
  Complaint: 21811866
  
  I am rejecting this response because:
  
  I am still trying to get an additional quote. While everyday I get to look at my property that was damaged by an Amazon driver. 
  
  Regards,
  
  ***** R

  Business Response

  Date: 07/11/2024

  I have nothing to add to my prior responses. 

• Initial Complaint

  Date:04/25/2024

  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.

  My claim number is *************. I filed this complaint when an Amazon driver delivered a package to my house and threw it on top of my car (scratching deep into the paint and through the clearcoat) and took their proof of delivery picture with the package still on my car. After looking at my car and realizing that this scratch when through the clearcoat and paint, I called Amazon, and they forwarded my case to ARC. *** offered me 300 dollars to get my car "detailed" because they deemed that was the only action necessary, and it wasn't dented (I'm not sure how that matters, since scratching through the clear coat and paint is just as big an issue as a dent). I have been in the automotive paint industry for about 5 years. I find it extremely disrespectful that their drivers think it's okay to treat customers properly this way, but I find it more disrespectful that ARC thinks they can assume the role of an automotive specialist and tell me that a scratch down to the paint can be buffed out. My paint is compromised, and left unfixed, my car will start to rust. I am requesting that ARC do more than try to buy me off with a meager amount of money. I am not looking to profit off of this, but I want enough that my car can be properly fixed after it was damaged while it was parked safely in my driveway.

  Business Response

  Date: 05/02/2024

  ******************** has indicated he will send me an estimate. I am awaiting receipt of same. 

• Initial Complaint

  Date:04/09/2024

  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.

  My ****** claim number is: *************. I had an issue where a delivery driver crossed over my garden on 4/4/24 and step on one of my Agave plants in the garden. I had pictures and video evidence submitted to back it up. I have had a note on my ****** account for sometime about delivery drivers not walking over this area as it's possible they could damage it, this delivery driver obviously did not pay attention to my note. After I filed a claim with video evidence of the issue, I was told it was only cosmetic and was given and amount of $25 for the damage. Now these plants were purchased new about 4 years ago, the price was lower then but they now cost $59.99 at ***** where I got them. I now have to spend my time fixing an issue that was not there previously by cutting damage off my plant for the payment of not even half a plant new. I was told that if it was unrooted then they would pay for a new plant but not otherwise. I have wasted time going back and forth while they stand firm on the amount offered in a form type email. No one to speak with by phone. This seems to encourage ****** delivery drivers to not let the customer know what happened and ARC to not take care of the ****** customers. I am sure ****** would think this action was unacceptable! No accountability on the drivers part either. Accidents can happen but that is why ****** pays ARC. This seems to be their strategy on not being responsible enough to put themselves in a homeowners shoes with damage caused by a delivery event. This is unacceptable!

  Business Response

  Date: 04/09/2024

  I have contacted the claimant and increased the settlement offer. Awaiting response from claimant.

  Customer Answer

  Date: 04/09/2024

  [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.
  
  
  
  
  Regards,
  
  
  
  ***** ****************

• Initial Complaint

  Date:03/28/2024

  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.

  it was a delivery on the February 2 to my house, and the driver came with the heavy three axle truck to deliver a mirror that was only 2 pounds due to the weight of the truck they damage the interlock. They made them on open and slide them open Also when the driver wanted to leave, the property had difficulty because of the narrow and he broke my natural stone was on my garden. I have everything caught on my camera with pictures evidence, but the adjuster from ARC only offer $315.
  I tried to email them many times, and the person who is the adjuster being so rude and laughing on me over the phone and telling me go against your home insurance and get the money from your own home insurance. I don’t really understand Truck came to do the delivery for ****** and damage my property and I have the invoice and I have to pay it out of my pocket.
  her name is Cindi H.I’m just shocked and surprised how they came up with this price and I’m going to hire the litigation lawyer to solve this problem for me but I was wondering if you can help me with my complaint thank you

  Business Response

  Date: 04/04/2024

  I have reviewed the file and respectfully maintain the current offer is appropriate. I have advised the claimant accordingly