ComplaintsforARC Claims Management

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  08/20/2024

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

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  06/11/2024

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

  Customer response

  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

  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 response

  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

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  06/10/2024

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

  Customer response

  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

  06/13/2024

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

  Customer response

  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

  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 response

  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

  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 response

  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

  07/11/2024

  I have nothing to add to my prior responses. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  05/02/2024

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

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  04/09/2024

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

  Customer response

  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

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  04/04/2024

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

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ARC manages claims for Amazon drivers. on 2/11/24 an Amazon driver backed into my mailbox, damaging it beyond repair. The driver came to my door that day and told me he did this. My adult daughter was there and her told her first and then she got me and I talked to him. He told me someone from Amazon would be contacting me about it. A week went by with no contact from Amazon, so I called them. Next thing ARC contacted me and told me to file a claim and send pics. I did both. *** then tells me they will give me $300 for this. I was a bit shocked at this low amount so asked for an itemized list of this claim. They sent me this itemized list and in that email they "******" says that ARC is not sure this incident actually happened. So they are essentially saying that I am fabricating this whole thing. I find this very insulting to say the least. I sent an email explaining AGAIN that the driver told me he did it, and ask them "******" if they spoke to the driver. No response except to say this is their final offer, so basically take or leave it. They have been nothing but rude, unreasonable and nonresponsive So, $300 total, that is 200 for a mailbox and 100 for labor. Do you know anyone that is going to remove the old broken mailbox, dig a hole and place a new one for $100?? That's insane! I have asked for a total of $600 for the new mailbox and labor. That is reasonable. Apparently the business model of this company is to lowball and then stonewall. Sickening. It a numbers game...I get it. ARC has nothing to lose by being nasty...except their reputation, which apparently they don't care about. Some people will just accept the offer and move on. I won't. I shouldn't have to pay anything for something that was not my fault. Claim # AMZ2024291107.

  Business response

  03/19/2024

   

  The only damage done was to the mailbox post.
  
  I went to the ***** Home Improvement site and found a post similar to the damaged post for $43.00.
  
  Although your mailbox was not damages, I found a mailbox similar to the mailbox for $35.00.

  I forwarded this information to the claimant via email.

  That puts the total cost for material at $80.00 and leaves $220 for labor to install the new post.
  
  I respectfully maintain our current offer is fair and reasonable.

   

  Customer response

  03/20/2024

  
  Complaint: 21451800
  
  I am rejecting this response because:Once again ARC doesnt do their homework. If ****** had done her homework and talked to the driver she would have learned he did in fact hit my mailbox instead of calling me a liar. If you had researched installing a mailbox you would realize you left out a very important piece. I did the research. What do you think holds that post in place? You can either put concrete in the hole that has to be dug or you can buy a steel device that screws into the ground. The latter is what I had which busted when it was backed into. Thats why the post is leaning. If you look closely at the pics I sent you can see the broken bracket. I notice you also failed to figure tax and shipping into those prices. Perhaps you would like me to go to Lowes and pick them up instead? The nearest Lowes is 25 minutes from my house. Are you going to compensate me for my time? Now how much is left for labor? Respectfully submitted.
  
  
  
  Regards,
  
  *****************************

  Business response

  03/20/2024

  I have responded to the claimant via email and provided him with updated material costs (including tax) totaling $79.73. That leaves $220.27 to cover the cost of labor. We have previously sent the claimant a check for $300. That is our last and best offer. 

  Customer response

  03/27/2024

  
  Complaint: 21451800
  
  I am rejecting this response because: I have cashed the check ARC offered, not because the matter was resolved but because I am tired of arguing with them. *** has one goalspend as little money as possible to TRY to settle a claim even knowing that is not going to cover the loss. People should not waste their time trying to reason with this company. Their strategy is to lowball, and then stonewall, hoping enough people will just give up. What have they got to lose? The best option people have is to complain to the companies that contract with ARC *************** etc). Maybe if these companies receive enough complaints theyll sever ties with ARC. The other option is legal. Theres just not enough money involved in my claim to be worth investing any more of my time on them and I dont want to deal with them anymorehopefully never again. 
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was directed to ARC's ***************** 3 weeks ago after my parked vehicle was hit by an Amazon truck. *** was suppose to help us identify which insurance provider owned the policy on the truck that hit our vehicles since the Driver was unable to produce an insurance policy at the time of the accident. *** directed us to reach out to ****** Insurance who indicated they did not own the policy. At this point we were then re-directed to three additional insurance companies all of which claimed they did not own the insurance policy on the vehicle that our parked car.When I escalated to ARC to connect us with the actual insurance company that owns the policy for the Amazon Truck, I never received follow up from their management team despite being assured that a supervisor would contact me. After my third follow up outreach I was connected with an agent named **** and had the worst support interaction I've ever had with a company. He cut me off at multiple points, raised his voice, refused to listen to the steps we'd already taken reaching out to 4 different insurance companies. I acknowledge that my voice became raised in that conversation but this was in response to what I can only describe as an incredibly dismissive, non-professional and confrontational approach to provide support. I refuse to work with *** moving forward and have re-escalated to Amazon. However, for the sake of other consumers I wanted to escalate my experience and ensure ARC takes steps both to ensure they're providing individuals with accurate information on who to contact which is their PRIMARY job and have a support team that understands how to handle interactions in a professional manner.

  Business response

  02/29/2024

  This claim involves a collision with an occupied vehicle. ARC does not handle property damage claims involving occupied vehicles. 

  The matter has been referred to the insurance carrier for the Amazon driver.

  Having said that, I am assisting the claimant in submitting their claim to the proper party. 

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