Are you the Owner of this Business? ×
BBB® Accredited Business Seal

Are you...?

If yes, click here to login.

Are you...?


BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

Arpin Group, Inc. provides domestic and international household goods moving and storage services.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Arpin Group, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Arpin Group, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 33 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

33 complaints closed with BBB in last 3 years | 7 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 1
Delivery Issues 11
Guarantee/Warranty Issues 0
Problems with Product/Service 20
Total Closed Complaints 33

Customer Reviews Summary Read customer reviews

11 Customer Reviews on Arpin Group, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 2
Negative Experience 9
Total Customer Reviews 11

Additional Information

BBB file opened: November 01, 1979 Business started: 01/01/1900 in RI Business started locally: 01/01/1900 Business incorporated 01/01/1953 in RI
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

United States Department of Transportation
1200 New Jersey Ave, SE, Washington DC 20590
http://www.dot.gov/
Phone Number: 202-366-4000 / TTY = 1-800-877-8339 or 855-368-4200
The number is 049922.

Type of Entity

Corporation

Business Management
Mr. David Arpin, President and CEO Mr. Chris Kunzmann, Director of Customer Service Ms. Kathleen Frazier, Director, Agency Communications & Events
Contact Information
Principal: Mr. David Arpin, President and CEO
Principal: Mr. Chris Kunzmann, Director of Customer Service
Number of Employees

190

Business Category

MOVERS MOVERS-INTRASTATE MOVERS-INTERSTATE Used Household and Office Goods Moving (NAICS: 484210)

Hours of Operation
M: 8:00 AM - 5:00 PM
T: 8:00 AM - 5:00 PM
W: 8:00 AM - 5:00 PM
Th: 8:00 AM - 5:00 PM
F: 8:00 AM - 5:00 PM
S: 8:00 AM - 12:00 PM
Su: Closed
H: Closed
Method(s) of Payment
Cash
Cashiers Check
Money Order
MasterCard
Visa
American Express
Discover
Alternate Business Names
Arpin International Group Arpin Van Lines
BBB Program Participation

BBB Community Patrons
BBB Community Patrons are like-minded businesses that see ethics as the key factor in creating a stronger, healthier business community.

BBB Community Patrons' additional financial support enables BBB to pursue distinctive, mission-based programs focused on ethics that would not be possible if not for the generous backing from BBB Community Patron Sponsors.

Industry Tips
Hiring a Mover - 5 Tips - Video Moving

Customer Review Rating plus BBB Rating Summary

Arpin Group, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 2 Bridgeview Cir
    Units 6-7

    Tyngsboro, MA 01879 (978) 649-9653

  • THIS LOCATION IS NOT BBB ACCREDITED

    25 Highland Park Vlg #100 - 543

    Dallas, TX 75205

  • 99 James P. Murphy Highway

    West Warwick, RI 02893 (401) 828-8111 (800) 343-3500

  • PO Box 1302

    E Greenwich, RI 02818

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/9/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I contracted with Arpin Van Lines through ******** ******. The actual driver drives for Arpin. My house hold items were picked up on April 11th. I was given a delivery window between April 13th and April 21. I never received and communication from the driver or Arpin. I called to find out about my things and they could not tell me anything. It took days for them to get back to me. I was told the drive picked up more contracts and would be picking up other customers until April 26th and my delivery was pushed back to April 28th, 1 week behind schedule. Every time I called, they said they had to contact dispatch and dispatch could never get a hold of the driver. I selected though dates so that I could get my thing in the house and in order before I started work. IN addition, I was give a paper copy of the rules that states an extra delivery would be $46, but they are charging $88. I asked for a discount since they were not within the delivery window and cause me undo stress during a critical point in my pregnancy. My family was inconvenience and I have a kindergartner that had to sleep on the floor because our items were not delivered as promised. It has totally disrupted everything

Desired Settlement: I would like a discount off the price since they picked up other customers items when they should have been delivering my things. They were picking up customers after my delivery window

Business Response: Hello,While the shipment has been late, we have been in communication with Ms. ******. However, we are unable to give her a discount as this would be a violation of the tariff and the delay claim policy that we have in place was explained to her. After looking in our system, it shows that she is still scheduled to deliver today (April 26). We appreciate her patience during this matter.Sincerely,***** ********Arpin Van Lines

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  [I am rejecting because the company needs to be held accountable for their actions. The know they over book or schedule last minute customers, which pushes previous customer delivery dates back. If you look on various review websites they are notorious for delaying customer deliveries and taking on more contracts during promised delivery window. Arpin says they cannot give refund because of tariffs. I think Arpin should cover those expense and still be able to give a refund. They need to come out of pocket so they realize they cannot treat their customer this way and get away with it. In addition, they charged me full price and the delivery guy did not set up all of our stuff because he said and I quote him, "I do not know how" What kind of delievery guy does not know how to reassemble bedroom furniture and book shelves. My husband is still trying to close up loose ends with his command and now I have the added stress of trying to reassemble our things. Please do not let them get away with robbing customer and chargind full price for breach of delivery / set up contract. When you do a job, do it right and there won't be any issues. ] Regards, ****** ******    

Business Response: Hello,We are unable to provide a discount, but we would be happy to look at any hotel and/or restaurant receipts that were incurred during the days that the shipment was late in accordance with our delay policy.Sincerely,Arpin Van Lines

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  [ We did not stay in a hotel (my children and I slept on the floor and when we are paying for a move ourseleves, there is no need for us to keep receipts. Arpin needs to be held responsible. They know what they are doing is wrong and I personally would like to see the information regarding delays and/or tariffs that I signed. I have never had any other issues moving with other companies. The problem is that this is a continuous cycle with Arpin and it shows with the many complaints they have against them. If it was a once in a while thing, it wouldn't be an issue because things happen, but when they are purposely scheduling last minute contracts, (knowing they will be late and failing to communicate with the customer) to make money at the expense of the customers, that is wrong and they need to be held accountable. ] Regards, ****** ******    

12/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I moved from RI to SC. Arpin was suggested from my Real Estate Broker. They packed me in RI on March 20, 2014 at which time my household was moved to ******* ****, Va. I was told on several occasions that my household was safe and it was in a locked vault. I was NEVER offered any other insurance, and I assumed my things would be safe until I purchased my home. I was staying in NC with family. On May 27, 2015 my household was delivered to my current address. After all of the household was moved into my home, and upon checking all paperwork, it was discovered that my jewelry box, with some contents was missing. When all boxes were unpacked, 3 old wall clocks were also missing.3 pieces of my furniture was damaged, one of which I have had to have repaired, one piece needs replacing and the third piece needs gluing. I filed all appropriate papers, got all necessary estimates and submitted the paperwork as they had requested. My loss was $11,500.00....they sent me a check for $183.00, saying I had not purchased the additional insurance needed to receive 100% of my loss. I have sent numerous letters to anyone that I thought may have been involved with my move, the last letter going to ***** *****, CEO, of Arpin Van Lines. HE HAS NOT EVEN RESPONDED TO MY LETTER!!! I think I have been treated very unfairly. I spent a small fortune to get my household safely to my new home, and they LET ME DOWN!!! I have all paperwork anyone wants to see.... the very same papers that were delivered to ***** *****. They....the Moving Company...is saying they are no longer responsible for this, as they sent me a check, and that's that...I have NOT cashed said check.. I WILL NOT recommend this company to anyone who plans on moving...and I am very sorry right now I ever trusted them with my things. It is wrong...very wrong what they have done!!!!

Desired Settlement: I am asking for the BBB to look into this matter, and for Arpin Van Lines to pay me what I have requested. I have lost ir-replaceable items....family inherited items. I am just sick I will never see my things, and have not been treated fairly. A police report was filed with Rhode Island State Police in July...I also have all that paperwork available.

Business Response: I am responding to the complaint that you emailed us on 12/14. The complainant was not satisfied with their claim settlement. I have attached copy of the federal law that states carriers liability cannot exceed the terms of their bill of lading (B/L) for that move. I have also attached a copy of the complainant’s signed B/L for their move, where they signed for the legal minimum of .60/LB per article for their move. They had signed for $50K in damage coverage on their 2014 move so we find it strange that they were unaware of their damage coverage options. We settled the complainant’s move in accordance with federal law and the terms on their B/L (contract) for their move.Sincerely,*** ******** | Director of Private Residential ServicesArpin Van Lines** *** ***** **** ********** *** **********Tel ***** ********* Ext. **** | Fax ***** ******** | *******************

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  The morning my household arrived at my home in SC, the manager of the move came into my home and had me sign many documents regarding the move...one of which was the fact that IF ANYTHING WAS MISSING, I WOULD SETTLE FOR 60CENTS A POUND. Would I have signed this knowing some things were missing, after being assured things were safe in Va...??  NO I would not have...those documents need to be signed AFTER you receive your goods, not before!!! As you can see, I made note of the missing jewlery box on the form they have forwarded to you. At that point in time I had no idea my wall clocks were missing, and did not realize the damage to my 3 pieces if furniture. I was made to believe ALL of my household was being cared for and safe in the warehouse in Va....after all, this move cost me a small fortune. It was the very first time I had ever moved, and I am quite sure I won't be moving again, surely not with this company. They need to admit they lost my things, and pay me what is due, regardless of this 60 cents a pound nonsense, which I would NEVER had agreed to had I known all of my things were not on the truck that morning.  ,Regards, **** ***********    

12/11/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I recently was the unfortunate recipient of a incomplete shipment of my Household Goods as performed by Arpin Van Lines and their contractors. This was DoD move / PCS. The reason for my BBB complaint is because the company refuses to admit culpability for items that THEIR personnel neglected to indicate properly upon the inventory. I have photographic evidence that these items where in my possession prior to the move packing date. A majority of the items where place / attached to the Television that Arpin has allowed FRV for. This concept makes no sense to me. Example, service provider fails to admit responsibility for loosing the TV WALL MOUNT, which was physically attached to the TV. (just because it wasn't annotated on inventory list). Service provider has lost numerous items of my families and this treatment and lack of admission is sickening.

Desired Settlement: I wish to have the FRV value of the items indicated on my claim as missing on record with ** ********* at Arpin Vanlines to be reimbursed to me.

Business Response: Tell us why here... Below is the response I received from our claims department (******** **** / Manager) as the complaint involved a loss and / or damage claim resulting from a Military Relocation that we awarded as part of a DOD contract...... According to the inventory - Item #118  was a picture carton containing a ******* TV with the serial number of the tv listed and was the only item packed in that carton. The packers would not have packed the wall mount or a surround sound in a pictures carton along with the TV.   In reviewing the inventory we find item #117 is a 5.2 carton containing a wall mount and pictures and item #177 is 5.2 carton containing the surround sound. Both of these items are checked off as being received at delivery.  The offer made by the TPS for the missing TV, #118 was accepted by the customer and on those items not accepted; the customer has the right to transfer his claim to the MCO.  Based upon the documents in our file,  we regret that we must maintain the denial of the wall mount and surround sound.   

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  I am rejecting the response based on the inability of the TSP to understand and properly accept responsibility for the loss of these items.  Carton #117 did contain the wall mount, however as you will see from the picture this is only half of the wall mount.  THE MOUTING HARDWARE WAS ATTACHED TO THE TV!  The packers would not have removed this hardware as it is very slim and low profile to the TV.  The wall mount is useless without this hardware, which was lost / stolen along with the TV.Carton number 118 did contain the sound bar... However as you will see it only CONTAINED YET AGAIN, half of the unit because as is standard design by *******, the main unit / control portion was attached to the bottom of the TV.  I am also filing for replacement of the Lost / stolen ****** Chop saw that the TSP failed to inventory properly and That I have photographic evidence / receipts to validate my claim.   My signature on the inventory check list only implies that the PROPERLY  inventoried boxes arrived / did not arrive.  I signed the additional form DD-619 stating that I did not unpack everything as of signing the inventory and that I would be inspecting for damage / lost items as I proceeded with unpacking.Do you not think that as I unpack I would find additional damages and missing items?   The only reason I noticed the TV was STOLEN is because it is in such a large skinny / unique box.  I didn't have to open 200 boxes to inventory all of my belongings to notice that was missing.You guys are implying illegal consent on paperwork that was not intended to be used that way.  I am not accepting the right to transfer these items to the MCO at this time because I will not be entitled to Full Replacement Value if I do so.  It is the responsilbity of the TSP to pay the Full replacement cost of these items in accordance with Federal Regulation and the contract with the DoD. Regards, *********** *******    

Business Response: Tell us why here...Response from Arpin's claim Manager ******** ****...... The TPS is responsible for full replacement of loss items that were tendered to the TPS at origin.  We have paid you for the TV - per the inventory and signed by you at origin the only item packed within that carton was the ******* TV. We regret that we cannot reimburse for hardware or surround sound that was not noted packed within that carton. This shipment moved under a GBL and this item along with any other items not accepted by the TPS should be forwarded to the MCO.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  What you are claiming is not correct.  Is this the first time ARPIN has dealt with the Military and a DOD move?I don't think so. Arpins employee's are responsible for annotation on the Inventory to properly reflect what was packed in each box.  Your COMPANY as failed to do this in many instances, I am only complaining over a few of them You constantly refer to the fact that I signed as the inventory was cmpoletely delivered, however the DD form 619 performs as a waiver of such and does not anywhere stipulate that my rights to file for FRV of lost and damaged items is waived.  I have a period of 75 days to discover what you guys ruined or stole from me. I do not wish to transfer my items to the MCO and I want FRV from the the service provider. Case closed.   YOu guys lost or stole my ****** chop saw, TV speakers and the wall mount.  I want the costs reimbursed immediately.     Regards, *********** *******    

9/15/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I moved from ********** state to ******** on August 12,2015. I contracted with Arpin to deliver my household items no later than August 20, 2015. I selected this date because my two daughters are in university and needed their items prior to starting school. I now have one child who has been sleeping on the floor for the last several weeks while we wait for some sort of notice from the company on the delivery. It is now September 2nd and none of the items have arrived. A company driver contacted me over a week ago and i have not heard anything since that time. i have no idea where all my items are and am wondering if it is time to file a police report for stolen goods.

Desired Settlement: i want my goods received and i want to be compensated by the company for the stress and hassle over the last several weeks. As far as i am concerned this should be a free service at this time - and if my items were stolen i expect to be fully compensated for those items as well.

Business Response:

We are currently working with the complainant to resolve all issues to their satisfaction.

8/28/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My original pack/ship was done through another company. I was told several times that regardless of any elements, my belongings will be to their destination by Thursday but most likely Wednesday. On Monday morning I still hadn't heard from the movers so I called them and no one knew where our belongings were. The receptionist was rude and said they were "really busy," and it was "no big deal" they couldn't find our belongings. I was supposed to receive a call back and never did. Tuesday rolls around and I have to call several times before getting someone on the phone who tells us our belongings are still at its destination and they have no clue when it will be delivered or leave. When I asked how that was possible I was told "honestly we are really busy. We are just overworked and understaffed." How is that MY problem? I should have never been told they would be here by Thursday but most likely Wednesday. If you are "so busy," someone should have told me that upfront and not taken on my move!! Here I am 3 weeks without my belongings now. All of our belongings (brand new couches, furniture, food, etc) has been sitting in the sweltering heat for weeks now and I can't imagine your "overworked" employees will be any more professional when they unload it. I am on the floor with my newborn, toddler and husband. While we were given a monetary "oops," it has NOT covered what we have had to buy. A new sleeper crib ($150) a microwave ($78) cookware ($100 altogether) blankets/pillows ($100) towels ($40) and the list goes on to include diapers (all of my cloth diapers are in the shipment!!) air mattresses, clothes, etc. We are all sore from being on the floor and the company seems to have this attitude of "it could be worse." Sure, it *could* be worse, or Arpin could have delivered my belongings WHEN PROMISED. This is ridiculous and INSANE. It's bad enough we moved to where we know no one. To have nothing makes it 100x worse. I feel sick to my stomach to think of the condition of my belongings.

Desired Settlement: I didn't really know what outcome to choose. Sure more money would help with what we have had to buy, but I also want the WHOLE WORLD to know about this company and their unprofessionalism.

Business Response: Tell us why here...First of all my sincere apologies for the service failure and the inconvenience it has caused you and your family. The decision was made to crate your shipment due mainly to it being small in size (4160 LBS). As a crated shipment the HHG's are put into containers and moved with a freight carrier. The shipment then has to be brought into an agent's warehouse and from there delivery is scheduled. Between delays experienced by the freight carrier coupled with the destination agents schedule, the shipment ended up being delivered 15 days past the required delivery date which was 7/23. During the course of the delay, two wire transfers were sent totaling $800.00. We did not get any additional feedback on the amount so the assumption was that it was sufficient. If this is not the case, please e-mail me at *****@arpin.com and I will be happy to address any additional expenses you need covered. The peak season crates huge logistics issues for the moving industry. What it should not create is communication issues between us and our customers. Not only did we fail to get your shipment delivered to you in a timely manner, we also failed to provide you with the customer service you deserve and for that I apologize. Again, please e-mail me direct if there is anything I can assist with and I will be happy to take care of......V/R, ***** ****VP Military ServicesArpin Van Lines

Consumer Response: Better Business Bureau:I accept the response. Regards, **** ******

8/18/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have called multiple times, and emailed as well as filled out the "contact us" on the webpage regarding move #*********** over the last two months with no answer so now I am filing this complaint, formally. I have attempted multiple times to give this business a chance to correct their problem but no attempt on their side has been made. I was told my household goods would at my destination no later than 18 June (it was picked up on June 9th). I received NO calls EVER and had to keep calling, often without answer or reply to my voicemails, to even find out what was going on with my stuff. Once I finally got ahold of someone they had no idea where my stuff was or when it would be delivered. Finally on June 18th (delivery date), I talked to someone on the phone who informed me my stuff would be here on the 14th of July which was OVER A MONTH after it was picked up and almost a month after the date I was given to expect my stuff. Once I was informed of this on the phone, they made no attempt to push that delivery date up (they basically told me to deal with it), until finally I got mad and told them they need to push delivery date up. Finally once I talked about compensation after having to leave my residence at my origin almost a month earlier than I wanted to due to the timing of the movers, spending over a week at multiple friends' homes and over two weeks in a hotel and spending multiple hours a day trying to get ahold of these people, they said they would compensate me with $600 for my troubles. I told the "supervisor" this was a slap in the face and unacceptable, and that wouldn't even cover the almost 2 weeks’ worth of unused rent that I had paid at the destination (signed lease on the 15th in anticipation for stuff delivered no later than the 18th like I was told). He said the most they would offer is $1000 and I told him I wanted $1500 ($125 a day for the 10 days I had been in the area in a hotel) and I would seek further compensation later for the rest of the days and time I was wasting when they should have been proactive. He finally agreed and also pushed my move-in date up two weeks after much arguing and actually having to explain why they were wrong and I should have them move my delivery date up (this is completely unacceptable). When my stuff finally arrived, a few of my items didn't show up so they had to go back and find them. This was due to the supervisor not telling the movers that some of my stuff was in a different vault, so they were not at fault, the supervisor was. Then my dresser mirror was shattered and I filled out a claim form on the spot in which I was told I would be contacted to figure it out. In addition, some of the dresser drawers do not close correctly and my coffee table was scratched to hell, however this is not a big issue to me since they still work. To this day (it's been almost over month) I have not received any phone calls about anything such as phone calls or emails I have sent, and due to my busy work schedule I have not had time to call them nor should I have to continually reach out if I was informed I would be contacted. I was originally not going to file a claim with the BBB however I am fed up at this point. Not only do I seek compensation for the shattered dresser mirror, I seek additional compensation for the time, energy, wasted military leave/vacation days and inconvenience I have had to deal with due to these shortcomings and the fact the entire experience has been self-driven by MYSELF to find answers in lieu of any sort of customer service at all. It offends me even more that again, I had to EXPLAIN WHY I wanted my stuff to be on time and literally had to tell this “supervisor” on the phone, to put himself in my shoes and then he finally understood. Really disappointing.

Desired Settlement: I request $99 (which is how much each day of vacation time is worth based off my current pay) for every day of leave I wasted after the movers should have shown up ($99 x 7 = $693), compensation for 10 days of unused rent due to the move ($1285 a month/30 days = $43 a day x 10 days = $430), in addition to the cost of the mirror (MSRP: $299 plus shipping, Haverty's SKU #045000747) for a total of $1422.

Business Response: First of all my sincere apologies for a moving experience that caused you and your family a hug amount of stress and inconvenience. As VP of Military at Arpin it is my responsibility to make sure that we have a well trained customer care staff that can handle the summer volume. Communication is crucial and in the case of your shipment we failed in this department. Delays are sometimes unavoidable during the peak season which is why communication is key when it comes to keeping the customer informed so they can make the needed arrangements. With a 6/30 delivery, your shipment was 12 days late (RDD was 6/18). On 6/25 we did a wire transfer to your account for $1500.00. This was an agreed upon figure based on per diem amounts you provided.....$104 per day lodging, $51 per day food for a total of $155 per a day. Based on 12 days late the total delay claim would amount to $1860.00. In order to complete the delay claim I will offer the following.....$360 (balance owed based on your figures X 12 days late)$430 pro-rated rent$299 quick settle claim for the mirrorTotal: $1,089.00This would be on top of the $1500 already paid as part of the delay claim. I have bank information from the previous wire so if this is acceptable please e-mail me at b****@arpin.com and I will process the claim.Again, please accept my sincere apologies for the service failure and the inconvenience it has caused you and your family.***** ****VP Military ServicesArpin Van Lines?

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. EDIT:  I have sent a more detailed email to the one provided in the response. Regards, ******* **********

7/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I obtained the services of Arpin Van Lines moving company in ****** ******** for my personal move to ********* ******. I signed the necessary documentation on April 1st for my move scheduled June 2nd with a guaranteed pick-up of June 2nd and delivery spread of June 6th to June 18th. As my move approached I consistently called the ******** ******* representative at 5 star moving to make sure that everything was on schedule for my move. I was consistently assured that a driver would be provided for me because I had guaranteed dates for my move. At 2pm the day before my pick-up date I was finally called by 5 star to inform me that Arpin had not gotten me a driver and I would have to pay the $850 extra fee to have my stuff picked up the next day and taken to storage. Since I had already packed my entire house and had no time to see about getting another mover, I was forced to agree to the fee. Once I arrived in ****** I called the ******** representative who once again assured me my stuff would arrive no later than June 18th because of my guarantee. On June 18th my stuff was still sitting in a warehouse in ******** with no driver scheduled to pick it up. I was called by Arpins representative, ****** *******, who told me that the only financial compensation they could offer me was %75 refund on my hotel costs, which I didn't have, and %50 return on my restaurant costs, which my family doesn't eat at, as long as receipts were provided. Since these compensations did not apply to my circumstances he said there was nothing else he could do. All the while I was paying rent on a house I couldn't live in as well as had paid the price of the move in full. My belongings finally arrived 12 days after my guaranteed date with damages to my property. After reading through the Your Rights and Responsibilities When You Move handbook provided by the U.S Department of Transportation Federal Motor Carrier Safety Administration, it states in Sub-part C page 27 second paragraph “You enter into an agreement with the mover where the mover provides for your shipment to be picked up, transported to destination, and delivered on specific guaranteed dates. If the mover fails to provide the service as agreed, you are entitled to be compensated at a predetermined amount or a daily rate (per diem)”. The daily rate per diem option was not offered to me under my agreed contract of guaranteed dates.

Desired Settlement: I am requesting a per diem of $150 a day for my family of 5, $1800. Plus the pro-rated amount of the rent I was paying for the house I couldn’t live in. It would be $60 a day for the 12 days, $720. My total compensation should be $2520.

Business Response: Federal law requires interstate carriers operate under a tariff defining their rates and policies. Carriers publish their own tariff, but they must abide by their tariff rates and policies. Carriers are not allowed to rebate any portion of the legal tariff charges for a move. In the event of a delay, carriers must follow their tariff policy for delay claims. Our tariff policy for delay claims allows reimbursement for up to a maximum of $150/day for hotel (100%) and restaurant (50%) expenses incurred during the delay period. We require receipts as verification of these expenses. I have attached a copy of this information, which is the same information we send customers in the event of a delayed shipment.As she states in her complaint I spoke to the complainant on 6/18, the last contracted delivery day. I apologized for the issues scheduling her delivery, and went over the delay claim information. She met the qualifying weight, so reimbursement of hotel/restaurant expenses would not have been a problem. She informed me that she was staying with family so she was not incurring these expenses. The complainant insisted she wanted a reduction in her final billing. I explained this was not a legal option. I offered to email her the delay claim information, but she declined. Please see note #10 of our delay claim tariff policy where we state that pre-rates rents and mortgages do not qualify for delay claim consideration. As I said earlier, we do not have the legal option to meet the complainant’s request for the $150/diem without receipts, nor reimbursement of her pre-rates rent fees.

Consumer Response: Better Business Bureau:I am greatly disappointed with the practices of this business. As they have been able to legally avoid taking any action of providing true customer service I have no choice but to accept their response. I will have no further association with Arpin Van Lines and suggest in the future to other consumers that they refrain from obtaining their services as well. I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** *****

6/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Company unable to verify actual shipment weight. Added other merchandise to my shipment to overcharge. Unwilling to reweigh shipment without me getting a flight over 1100 miles.

Desired Settlement: Actual reweigh of shipment delivered. 3 pages of inventory after removing over 2000 pounds from my shipment. Weight should be 4000 - 4500 pounds max.

Business Response: Per the complainant's request, we reweighed their shipment even though they would be unable to witness reweigh. Normally we strongly encourage customers to witness reweighs so they have no doubts about weight accuracy. The complaintant's reweigh was 500 LBS less than the original weight, which reduced the final cost for this move. Our customer service center said the complaintant seemed satisfied with the final outcome.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  I arrived at my storage facility to find all of my belonging stacked in the front of the unit with the back empty. Unable to open the door, I had to get assistance from the storage manager. He offered me an additional unit until I can hire a company to take everything out of the unit and repack from the back forward. Unacceptable service. Regards, ****** ******  

Business Response: We apologize for any mini storage stacking issues. There is no single way to stack a mini storage & in most cases the driver will stack according to customer direction. Since the customer was not there for4 delivery the mini storage manager act as the customer's delivery representative. The mini storage manager took no exceptions related to stacking of the storage unit.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  The storage facility instructions we discussed several times with both the local office (******** ****.) and the driver. There is no logical reason to leave the back of the storage unit empty. I would think any reputable moving company would use logic. See attached photos. This is not what I would expect for $3500. Regards, ****** ****** 

5/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: *** entered into a contract they failed to comply with. On February 6, 2014 I signed a contract (enclosed) with *** Movers to move my belongings (including an automobile) from ***** ******* **** ****** ********* ** ***** ** *** ********* **** *** ****** ******* ** *****. Included in the contract quote/price was the delivery of the furniture and items to be moved in the appropriate rooms at the new residence. While en route from MN to NC I received a tentative job offer which would have required me to redirect the movers from ****** ******, NC location to Charlotte, NC. I informed *** of this information and they indicated they would deliver my belongings to ****** ****** as initially planned and unload belongings there and if I accepted the job in Charlotte they would have local *** reload items and relocate me to Charlotte (with additional charges) and if I was not relocating to Charlotte they would have someone from their *** location in NC complete the move per contract with no additional costs and move items (heavy furniture etc) to appropriate location in rooms as promised/quoted in contract dated 2/6/2014. On March 10, 2014, *** charged my account $6,959.08 for move; not only was that $1,193.31 more than the balance due quoted per contract of $5765.77, (enclosed) but the movers did not come back to complete the job per contract dated 2/6/2014 and as promised by agent when belongings were delivered on 3/7/2014; in which I never received a receipt for charges NOR did I sign off on ANY of the 8 pages initially signed on 3/1/2014 the day of move (copies enclosed) claiming receipt/delivery of all items. I called *** several times between 3/11/2014- 3/27/14 to determine how to go about getting the movers back to my house to complete their move as promised, as they dumped EVERYTHING in my garage and lower level of house - I wasn't informed whether I was supposed to contact their office in NC or if they (from the MN office) would contact the NC to complete the move. I was told by *** they will not complete the move - their job is done. I argued that they (*** and **** * their agent) told me they would come back and complete the move and that I was being charged for services that were not provided in its entirety and they were not fulfilling their end of the contract. After requesting to speak to a supervisor/manager several times to no avail; I informed the representative that they had the option of completing the move, or compensate for charges that did not apply or I would dispute the charges all together. On 3/29/2014 due to the fact that *** would not fulfill their obligation, I had to hire a completely different moving company (Homeward Bound Moving) to move my belongings to the appropriate location(s) in my home (invoice enclosed) and pay an additional cost ($350) that I was already charged by *** and never reimbursed. In addition, not only did *** damage $3,026.00 worth of items - damaged furniture (including scrapes, nicks and gouges), numerous broken glass items, broken dishes broken lamps, pictures etc (including automobile transported) they wrapped the glass bowl shades with my daughters expensive bedding and then placed a greasy pizza oven on top of the glass wrapped in bedding along with waste basket and plunger. They also lost the accessories to exercise equipment and hardware for beds (and dresser mirrors) so they could not be set up. To date, not only has *** refused to resolve this issue regarding fulfilling their contract obligation, they also completely disregarded the "Statement of Claim(s)" submitted to them dated 4/3/2014 (copy enclosed) for damaged items and refuse to compensate or communicate.

Desired Settlement: Contract for move (including vehicle) was quoted at $5765.77. I was charged $$6,959.08 a difference of $1,193.31. Total loss for damages $3,026.00. Cost to hire local mover to complete move $350 Total $4,569.31 settlement I am seeking from AAA.

Business Response: We are responding to this complaint that you sent us on 3/27/15. We find it unusual that the complainant is just contacting you now, when we delivered their shipment on 3/7/14, a year ago. Based on how long ago this shipment was delivered we did our best to research this matter.If you look at the documents attached to the complaint you will see nothing indicating the complainant had any claims on their move. In addition there is no record that the complainant ever filed a claim with Arpin Van Lines (AVL), or *** Movers (***). Federal law allows the customer 9 months to file damage claim. It has now been a year, so the time limit has expired for the complainant to file a claim.The complainant also mentioned their final charges exceeding the estimate, and they attached a copy of the estimate, and final charges, to their complaint. Please note the complainant signed for a non-binding estimate & we state on the estimate that we will base final charges on actual weight & services provided. The actual weight exceeded the estimate by 25%, resulting in the 20% cost increase.*** is an agent for AVL and transported this move under AVL’s operating authority. Although AVL has a nationwide network of agents (like ***) AVL does not own their agents, and most agents generate at least 70% or their total revenue outside the AVL system. I say this because *** does not own a moving company in NC. So they would not have been in position to make the destination commitments mentioned in the complaint. If you look at the estimate and final charges you will note there were no charges listed for the destination services mentioned in the complaint. Based on the complaint, and ***’s response to us, it appears the complainant’s NC situation was very fluid based on job opportunities. We must respectively decline the complainant’s compensatory request.  

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  Attached are copies of the Claim Statements submitted in April of 2014.  I have made numerous attempts and given *** ample opportunity to resolve and compensate  ( I also have photos of all the damaged property).   I was told by the driver of the truck (**** ?) that they would have someone local come back and move items to the desied location in home - if this was not a valid statement their employee promised me then they should educate their employees so they are not providing false information - I would not have allowed them to just drop everything on the first level of the home if this information was not provided.  Regards, **** ******    

Business Response: We are responding to the complainant’s rebuttal to our original response to their complaint. Based on the agent in MN not owning a local moving company in NC, and the complainant taking no exceptions regarding delivery service, we stand by our original position regarding free local moving services in NC. This response will be focused on the damage claim aspect of the complaint.Neither our corporate claim department, nor *** Movers in MN, show records of either sending, or receiving, claim forms. We found it unusual that over the course of a year there would not even be a record of email communication. The bill of lading shows that the complainant opted for the free damage coverage option of .60/LB per article. Federal law does not allow carriers to exceed the terms of the contract when settling claims. I asked our claim department to review the claim forms, and advise me of what the settlement figure would be based on the contracted damage coverage of .60/LB per article. They said they would have settled this claim for $600, plus $400 for the car, for a total of $1000. They said that they would have wanted to determine the validity of the car claim, and then look at qualified repair estimates. Although we have no record of the complainant filing a claim, and it has beyond the 9 month maximum filing period,  as a gesture of good will we will offer the complainant $1000 to settle their damage claim.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. I am appalled with the level of respect, professionalism and customer care (or lack thereof) received from ***. It is not my responsibility to to ensure the employees of *** have the proper training required to provide the service I've paid for (including documentation of correspondence). I provided the information and documentation within the required time frame - whom in their right mind would not file a claim for the amount of damage I endured?? In addition to all the damaged and broken property, the movers took my daughters expensive bedding and wrapped my glass floor lamp shades with it then put in a wardrobe box and set a greasy pizza oven along with a trash basket and toilet plunger on top of the expensive bedding. This is the type of service I received. I have a USB full of photos of the damage I'd be happy to post online - I have attached a few for starters. I don't think they comprehend the magnitude of damage !! Regards, **** ******    

4/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We contracted with ******* Moving and Storage, who are agents of Arpin Van Lines for the shipment of household goods. On the pickup date the agent entered the premises and inventoried/numbered cartons and furniture. He performed this by himself. At no time during this process did he communicate the reason, importance of this procedure nor did he recommend or suggest that we accompany him to make note of items/numbers. The crew loaded the cartons on the truck. When loading was complete we accompanied the agent throughout the residence to ensure that all cartons had been loaded, they were. We were then handed an inventory and asked to sign. The inventory listed "PBO ctn, or tote, with no further description unless it was a piece of furniture. The cartons did note a short description of their contents but, this wasn't noted on the inventory. Due to employment obligations, I was not present for the delivery. My husband and daughter intercepted the items. When the truck was unloaded, they were handed the inventory list and asked to sign for the delivery. At no point was it communicated that they should count/inspect or open all 200+ cartons to ensure that all items had been received. This was an impossible task given that this was a dump and run,nor the inventory list didn't note a description of the contents in the cartons. They were confirmed delivery, not the completeness of the shipment.As previously mentioned, unpacking was delayed by several weeks. However, after several exhaustive searches I discovered that several of my possessions were missing. I reported this to ******* and the tracing, investigative, claim process was initiated. My claim was denied because I couldn't identify the items number and we had signed that the all items were delivered. All items were not delivered. It was impossible for me to identify the item number as I wasn't present when the cartons were numbered and the inventory list was not helpful because it had no descriptive of the carton contents.

Desired Settlement: I am requesting full replacement value for the items noted on my claim. I am also requesting partial reimbursement for shipment charges if the items identified in my claim.When I reported my items as missing to ******* at *******, I asked if an inventory was performed when the items were unloaded, to which she replied "no". I therefore, question how a trace or investigation on the missing items was performed when the item number/contents was not known.

Business Response: Hello BBB,The origin inventory was presented to Mrs. ******* for her review and signature. It is not procedure to list contents of PBO (packed by owner) boxes since we did not pack and cannot verify the contents. She signed the inventory at origin and her agent at destination signed for delivery. Our inventory sheets very clearly state in bold print that before signing, check shipment, count items, and describe loss or damage. Standard procedure was followed by the driver at origin and destination and the shipper was given the inventory on both ends for their review, checking, and signature. Her claim was denied on this basis. We wish Mrs. ******* all the best and hope that she is able to locate these items.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. Regards, ****** *******    

4/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We moved from *******, WI to **********, IL on July 30, 2014. The movers badly damaged both an **** dresser and a pair of Revel Loudspeakers. They also broke two sets of blinds in our old house in ******* ALL of he damage was photographed and noted at the time of delivery by the driver/foreman, **** *****. When we filed a claim for the damages, we were given partial compensation for the damaged items. We appealed the damage amount as the money sent to us doesn't adequately cover replacement of the items. The appeal was denied by ******** ***** via e-mail on March 12, 2015 on the grounds that we didn't file the claim immediately, although we were told we had nine months to complete the claim. We filed the claim five months after the move, well within their defined guidelines. A phone conversation with ***** ************ on March 12, 2015 brought light that the photos and documentation from Mr. ***** were never requested or received by Arpin. Furthermore, she denied that Mr. ***** works for Arpin and countered that the damaged loudspeakers and dresser were a result of our own doing, not by Arpin. I think it's unfair and deceptive that an agent of Arpin would have documented the damage but that documentation was never retrieved and the claim is denied based on accusations and not proof, which exists, to the contrary. I found Ms. ************ to be unprofessional and even aggressive. I told her that I was well within my rights to file a claim with the BBB and she encouraged (almost dared) me to do so.

Desired Settlement: FULL replacement value of the broken dresser and loudspeakers as well as reimbursement for the broken blinds.

Business Response: Hello,The customer received $1,097 for his claim. As a goodwill gesture, we have offered him another $1,000. However, he wants $3,000 in total.One of the items in dispute is his speakers. Mr. ********* had a previous move with Arpin back in 2010 and he is claiming the same damages now as he did then. The claim was denied in 2010 because the speakers were recorded in the inventory as having pre-existing damage.The goodwill gesture of $1,000 can be used directly towards the dresser in question.We're sorry to hear that Mr. ********* was unhappy with his moving experience, but after looking into his claim again at his request, we stand by our initial claim offering.Sincerely,Arpin Van Lines

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  I am not satisfied with the remedy Arpin has provided and ask that the case be reopened. Regards, ***** *********    

3/6/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Well with this Aprin Van Line Movers I was told to pay a bill on contract of $3,000.00 from east coast to west coast an when they got to my house before delivering they stated before I get my house goods i would have to pay $400.00 more before getting it saying it weights more from when they weighted it from start. I didn't like this but payed to get my goods back an I did thank God. After getting my house goods some where damaged bad an wanted to file a complaint an was told I could an would get the papers to do this in the mail an got nothing an they sent me a e-mail I could not do nothing on Line with it wouldn't let me write out on it to send it back. Some company that was.

Desired Settlement: After all this problem they just stop letting me contact them with Not answering calls.

Business Response: The complainant did not provide enough information fir us to identify & research their moving order. Although we email claim forms to customer, our website is not setup to fill out, or process claim forms. All claim forms have to filled out by hand, then the customer has the option to scan & email the completed forms back to us. Since we do not have the information to research & respond, we feel at a disadvantage in this matter. 

1/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: APrin/ALS Van Lines provided moving services for us from ******* GA to ******** CT. We paid the agreement in full. There were a number of damaged items. One item, our dining room table, was determined to in a state that could not be repaired. The company told us via phone and email that they would pay us the full reimbursement amount for the table of $1,295. After numerous phone calls and emails, we have been unable to get our check. On Monday December 15th, I had a phone conversation with ********* ****** at ###-###-####. During this call, ********* stated the check was waiting for signature and then would be sent via FedEx to us. Over two weeks later, we have not received our check and we have not gotten any response to calls or emails. Please note that the frustration started even earlier as we moved in mid-October and it has taken over two months to even get to a decision on resolution. I will continue to try and get a response from Aprin/ALS. In the mean time, I'm filing this complaint in order to get the check that was promised to us for damages caused by the company. Also, I have email correspondence clearly stating the promise made to us for this claim. Thank you for your prompt attention to the matter and let me know any questions you may have. -***

Desired Settlement: Have the company the check they promised to pay us, of which I have email proof.

Business Response: My agent in ******* serviced this entire move, including the claim. Below is their response to the complainant's issue with their claim:Good morning:Yes, it was an AVL registered move sold and serviced by ALSVan Lines all the way.  The move was conducted under the name ******** ************* *********.  Mr. ******** is Ms. *************'s fiancé andprovided the credit card payment for the relocation services.  In regards to the claim mentioned, Ms. ************* and Mr.******** filed a claim for 2 items: Dining Table and Sofa.  WeathersbyGuild, a company used exclusively by Arpin Van Lines across the United States,was assigned inspection of the 2 pieces.  This inspection took place onNov. 24, 2014 and the completed report was submitted to me on Dec. 3,2014.  The sofa was able to be cleaned to the customer'ssatisfaction.  The table, however, was not repairable.  The customerwas advised of the same, produced a receipt for the purchase of the dining setfrom March of 2014 and was told, by myself on Dec. 15, 2014, that a check forthe amount paid would be issued.  We are well within a reasonable timeframe for having a check in the customer's hand.  While we understand thatthe table was damaged beyond the point of repair, it was, and remains,usable.  The reason for non-repair was the material that the table isconstructed of.   The customer's main concern was the appearance ofthe table and that his friends and family were coming for the holidays and hewanted a new table. I hope this information is helpful.  Should you haveany additional questions or concerns, please do not hesitate to contact me.Best Regards,********* ******A/R & Billing ManagerClaims ManagerALS Van LinesDaniel Moving Systems###-###-####-###-#### (fax)Email: accounting@alsvanlines.com

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

12/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Hired to assist in my move. They broke my stuff swore that they would fix it and never did. I called so many times and they kept saying they would call back and never did.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my stuff repaired and replaced.

Business Response: I previously responded to this complaint under #********. Since the complainant is not in our system they hired one of our local agents to provide local moving services. We do not own our agents are only involved in interstate moves moving under our authority. Unless the complainant provides an interstate Arpin Van Lines contract we are not liable for this complaint, and request the BBB expunge this complaint from our file. In addition we do not operate under the name Superior Moving Services.

11/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was told that Metro Movers/Liedkie would deliver my belongings from ***********, NY to ********, TX on July 7,2014 which was documented in the quote that Metro Movers and I signed in the binding quote. The company picked up my belongings on June 17, 2014 with no problem and I paid them on June 18, 2014. I continuously tried to call them from July 2nd to July 4th asking if I was still to be expecting my belongings to be delivered. I was always told that they would check on my belongings and give me a call back. I never received a call back from them. On July 10th, I received my first update on my move which stated that my delivery was going to be late. I obviously already knew it was going to be late because it was not delivered on July 7th as promised in the quote. I had to live in my empty apartment for 21 days without a bed and slept on a sleeping bag until my belongings arrived. My belongings finally got delivered on July 28, 2014 at 3:00 PM Central Time. It was delivered by a normal truck with a trailer in the back with two large wooden crates on it. My complaint is that this company failed to deliver my belongings on time and was 21 days late of the promised binding agreement/quote.Product_Or_Service: Moving Service from NY to TX

Desired Settlement: DesiredSettlementID: Other (requires explanation) DesiredSettlementID: Other (requires explanation)DesiredSettlementID: Other (requires explanation)DesiredSettlementID: Other (requires explanation)I would appreciate some type of refund from the company. I was never issued a true apology or a valid answer on why my belongings were delivered so late. My theory is that the company forgot to ship my load until I contacted them on July 2nd asking for an update of my load. Also the company violated a

Business Response:

This shipment was transported under Arpin Van Lines of **** *********, RI. MC#***USDOT#******.    This was a FMSCA regulated move tendered under those governing provisions.  I had continuous communication with the shipper and explained to him that the shipment was transported by Arpin Van Lines.  He refuses to acknowledge them as the carrier of record.  Any complaints, disputes or settlements should be directed to them @ **************.  Please resolve this and remove it from my BBB record.  I appreciate your help.

****** ** ****

Business Response: We do not know what kind of arrangements were made between the complainant and Metro Movers, but our records show that Metro Movers did not register this move into the Arpin system until 7/8. If you look at the contract that Metro Movers sent you with their last response you will note that the origin loading address is Metro’s warehouse, this would indicate some local storage agreement between the complainant and Metro Movers. Also note a delivery spread of 7/12-31 which would be typical for a 2100LB move going 1650 miles at the height of peak moving season. We delivered on 7/28 which fell within the contracted delivery spread. 

8/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I contracted Arpin Van Lines in June, 2014 for my move from ********* ******** to *** ****** *******. Ms. ******** ********** wrote up the contract for Arpin. The contract was honored by Arpin and set for pick up on July 14, due to ship to *** ***** between July 18 through July 25, 2014, at the very latest. The contracted weight of my shipment was 10,400 pounds (which I am now told was underestimated and will be my responsibility to pay for the overage - another contractual issue in my opinion as I am not an expert in determining what the weight in my shipment should be.) On July 14, Arpin did come to my home in ********, but I received a call from **** ******, Operations Manager for ******* ****** **., (subsidiary to Arpin) wanting to know if I would be willing to have my things moved a day later. I told him that I already had my flight scheduled for the 15th and that was not possible. I should have known then, that there was a problem. The movers were at my home on the 14th from 11:00 am until roughly 8:00 pm but did not finish. They said they needed to come back in the morning and patronized me by telling me they would "leave my beds" so my son and I could sleep well for the night. (I didn't realize that at the time -- I thought they truly were being genuine) They left a lot more than my beds. They came back the next morning and took the rest of my belongings in a hurry, a lot of it without even packing it, and said they would take it back to the warehouse and pack it there. After that it has been a series of phone calls and phone tag between companies with no answers as to where my belongings are or when I could expect delivery. Nothing but lies and manipulation and bullying quite frankly. I'm disgusted. Today is August 14, and all I've received so far are a dozen or so boxes, a stone coffee table which is completely damaged and non-salvageable, a bookcase which is damaged as well, two metal wall hangings that are twisted and deformed, an espresso machine that no longer functions, and that's just the big stuff. A few of the boxes were packed with items stuffed together like shoes and food??? Who does that?? I have never seen so much disarray and disorganization in all my life. I shutter to think what is coming, if it ever gets here. But here's where it gets really interesting. My first small shipment arrived yesterday. The only way that I was going to be allowed to receive these items (which, mind you, are MY THINGS!) was if I was to pay with a credit card or a cashiers check in advance of the driver opening the truck. I had no choice. I had to pay them and so I did with a credit card. Arpin Van Lines is now telling me the remainder of my items are to ship this Saturday, August 16. However, because their offices are closed on Saturday, they want me to pay in full the remainder of the cost of the service (oxy moron I think, yes?) on Friday, August 15. They will not let me take delivery of my items until I pay in advance. This means I am paying for a service in advance and I don't even know if the truck will be here on Saturday or not. How is this normal? How is this good business practice? ****** ********, Director of Agency Relations for Arpin patronizes me with the notion that a "delay claim of $150 per day" is in order. Huh? That's it? Do you honestly believe 1) that a customer should be treated this way 2) making a customer fill out more paperwork and inconvenience them further is appropriate and 3) patronizing them with a delay claim is the answer? I think not. Arpin's motto is they treat everyone "like family". Ha! Family? I sure as hell don't treat my family this way and if this is how ***** ***** treats his family I feel sorry for them. **** **********

Desired Settlement: Along with a delay claim, I am also requesting that I be compensated for the all the days (I still don't know how many yet) that I have been without any of my belongings insomuch that I have had to go and purchase food, clothing, and basic living expenses to just get by on a daily basis for my son, myself and my dog.

Business Response: We are very sorry the logistical challenges we encountered on the complainant’s move. Federal law requires that interstate carriers have to operate under a tariff that defines their rates & policies. Carrier’s set their own tariff rates & policies, but they are not allowed to rebate
any portion of the legal tariff charges, even if it means customer appeasement, or to settle a delay or cargo (loss/damage) claim. We have a tariff policy for delay claims that we have to abide by. Our tariff policy allows for reimbursement of professional food (50%) & lodging (100%) expenses incurred during the delay period, and we require receipts as verification of these expenses. I have attached information regarding federal tariff law & our tariff policy for delay claims. If the complainant sends me their hotel & restaurant receipts I will be happy to review their delay claim. Unfortunately without these receipts I do not have the legal option to meet their delay claim request. 

Consumer Response:

 

This does not address the issue of a contract that stated clearly that my belongings were to be delivered between the dates of July 18, 2014 through July 25, 2014. Therefore, I believe this contract is not being honored and is invalid. I also believe that asking me, the client, to fill out delay claims is unreasonable. This will undoubtedly take an untold amount of time given this businesses history and I do not believe it is appropriate given what I've already been through with Arpin.

**** **********


Business Response: We state on the contract that our tariff is part of the contract. We did have scheduling leading to the late delivery, but this situation does not make the contract null & void.  Since we state that our tariff is part of the contract then in the event of a delay we must revert to our tariff policy for delay claims which I attached with my previous response. The delay claim is not expansive, or complicated.  I handle all delay claims, they do not go through our claim division. All the complainant has to do is send me an email, or other form of written communication stating we were late with their delivery, and attach their hotel & restaurant receipts. 

Consumer Response:

 

This still does not satisfy the horrendous inconvenience and expenses incurred for a month of living without my belongings. My son and I stayed in our empty townhome, along with our dog, sleeping on air mattresses. It was not possible to stay in a hotel due to a variety of reasons, one of which concerned my health condition.

**** **********

8/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We contracted with Arpin to move our household goods from GA to WI, and paid in full up front $4085. Our goods were picked up on May 30th and promised delivery by no later than June 11th, 2014. My husband and I arrived in WI ahead of the truck on July 3rd, and began calling to check the status of the truck. Arpin representatives were not able to give us any information other than it had not left GA yet because they could not find a driver. My husband is a diabetic, and has recently had knee surgery. I have ************ which causes all over severe muscle pain and chronic fatigue. We were forced to survive in a house without any furniture, any supplies whatsoever. We had to buy absolutely everything, and most meals were eaten out. Life was horrible, and the stress was unbearable. I also suffer from chronic migraines which are brought on by stress - this situation was a breeding ground for daily migraines and every day we would call Arpin only to hear the same story. "We are working really hard on this" Finally, on June 20th a driver was found and we were told our household goods would arrive on June 24th. The truck arrived on the 24th with most of our things. A total of 12 days late 24 days from the day it left our home in GA, but we were very happy to finally have our belongings. When all was un packed, there were several damages noted and the driver called his boss **** ******* to tell him about them while he was here. He told us that we would be contacted by someone who would take care of the damages. Our bed frame was missing so in order to have our bed off the floor my husband went out and bought one that day. Arpin men put it together but failed to tell us it was the wrong kind of frame for our headboard and foot board until they had already put the mattresses on it. Again super frustration. Now if our frame can't be found, we have to buy another one! A couple of days later, I took my vacuum out to use and found out that it was broken. I took a short video of that damage and sent it directly to Arpin. I received a reply that they had received my email and that they would be in touch with me shortly. I still have not heard anything. In regards to the other damages, I was sent an electronic link to complete an online "Statement of Claim" form and submit this form online. I did as instructed, yet they say they never got it. So, I tried to fax a copy of the document that I printed prior to submitting it. The fax number I was given could not receive my fax and I tried for 3 days. I can fax successfully to any other number, just not that one. I can not resubmit either because once you submit your completed document, it is gone. I'd have to do it over, and I am already furious. I emailed the pictures of all the damaged pieces of furniture to ****** ***************, and she replied that she got them, but not the fax. Again I am just beside myself, So I called the one contact that we had during the whole process in customer service - ****** ******** and one more time gave her an opportunity to step up to the plate to make things right for us. I left her a message on July 7th for the last time and she has never returned any of my calls. Arpin has now decided to completely ignore us. Ignore that they did such a horrible job and caused us so much pain in the process. This is not acceptable.

Desired Settlement: We are requesting a monetary settlement from Arpin and feel that is more than fair. First of all they should pay for the damages done to our vacuum cleaner, furniture and the loss of the bed frame plus the purchase of the two new ones. We estimate damages to be $2000. We are asking another $2000 to cover the cost of meals, additional supplies purchased and emotional stress suffered while waiting for the delivery of our household goods.

Business Response: Delay claim response from *** ********:

I handle all delay claims, they do not go through the claim department. By law we must operate under a tariff defining our rates & policies, which includes our delay claim policy. Our tariff policy for delay claim allows for reimbursement of hotel (100%) & restaurant (50%) expenses up to $150/day. We are not allowed by law to rebate any portion of the legal tariff charges for a move. If the complainant send me these receipts I will be happy to review their claim. Without those receipts I do not have the legal option to meet their delay claim request. I have attached information regarding federal tariff law & our tariff item fro delay claims.

Loss/dame clim response from our claim department:

We appreciate the opportunity to reply to the complaint regarding our customer’s difficulty with the claim filing process and the Claims Department not receiving their claim. We cannot explain why the claim that was filed on line was not received; we do know that the on line filing is only compatible with PC’s and  not ********* computers. Once the claim is filed on line and submitted, the claim is automatically sent to ********************* with an acknowledgment and copy of the claim being sent back to the claimant’s PC showing that the
claim was submitted. Did our customer receive this? Our support team have been checking the claims forms email and regrettably, their claim for has been received.  Our customer has indicated that they have tried faxing their claim forms  but did not provide the fax number to which this was faxed. We ask that they try to refax to ************ or scan the claim form to **************** or ********************* and follow up with an email to us; so that we may look for the forms and reply back to our customer. There is also an address on the form and they could mail the claim forms to our office.  We deeply regret the  delay and inconvenience to them regarding the claim filing process; but would like to assure them that once received, we will expedite their claim.  

Consumer Response:

 

In regards to *** ********, he is already aware that during the 2+ weeks we waited for our household goods arrived, we lived in our home in lieu of a hotel stay. We could not afford to stay in a hotel although we did ask Arpin to provide that service for us up front.  Arpin wired us $500 so that we could purchase an air mattress and I am attaching a copy of that receipt for your review.  We also purchased two camping chairs that we used as our only furniture until June 24th.  Federal tariff laws didn't stop that from happening!  I have a ziplock bag full of restaurant receipts, but doubt that I have each and every one and to penalize us for that is not fair.  We went through a dreadful experience that was both expensive as it was painful.  Your response, *** ******** is less than satisfactory and is certainly not in keeping with the company we thought we were doing business with.

To the loss/claim department I am again exhausted with the run around.  Let me try to be brief.  I have emails letting me know the following: You can not find the bed frame, You have received my video demonstration showing how my vacuum is broken, You have the pictures of all the damaged furniture.  I completed the online Statement of Claim using my *** computer.  Nobody mentioned to me that it was not compatible with a ***.  The claim form loaded just fine and I would have no way of knowing it would not be transmitted to you correctly.  I have tried numerous times to FAX the document to *** *** **** and there is "no answer" I then faxed it to ****** ******** who is the only one who has ever shown any concern whatsoever from the beginning of this whole nightmare.  ****** is is customer service complaints, so I don't know if she was able to get my form to the correct person.  I have now scanned it and have a copy attached here.  Unfortunately, as the cell asking for a description of the damage is so small, you no longer get the full description.  If you have any concerns of the validity of the damage, please refer to **** ******* at *** *** ****.  **** took the damage report on 6/24 directly from the transport driver (*****).  My husband and I have gone out of our way to do what is necessary, and it is now time for Arpin to make things right.

Regards,

 

 

 

Business Response: As I responded previously our tariff policy limits delay claims to reimbursement of hotel and restaurant receipts based on receipts for those services. Our claim department needs the completed claim forms before they can proceed with the cargo claim. The complainant requested $2000 for delay expenses, and another $2000 for their damage claim. We are unable to approve reimbursement of delay & cargo claims based on these arbitrary figures. We would need the appropriate receits & completed claim forms before we can proceed with the complainant's delay & cargo claims.

Consumer Response:

 

Once again, the response includes information regarding simply tariff laws. This does not address the breech of contract nor the pain and suffering my husband and I endured because of it.  This repeated response by Arpin  is not at all in keeping with its claim to be a family run business.  We will continue to work towards a resolution that we can live with.  This is no way to treat customers who put their trust in you to take care of every single piece of personal property they owned.  This can't be the image ***** ** **** Arpin want their customers to be left with.  

Regards,

 

 

 

8/16/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband and i just pcsd from **** **** ky to **** ***** wa. Our household goods were collected June 18. We were told that our goods would be transported to the tacoma area as the military housing office had not set us up with a home yet. We arrived to **** ***** June 30 and received our house that day. After numerous phone calls and messages left we finally received an email bavk roughly a week later stating that our goods were supposed to be delivered July 2 however they were still in ky. We have been trying since then to find out where out stuff is and when it will be delivered. We were told sometime this week but again nobody from this company can give us an answer other than we're sorry. We've had to go out and buy a new bed with frame because I am pregnant and am not sleeping on the floor or air mattress any longer. To help us buy things we needed they did wire us $500 however that doesn't cover the bed and doesn't help with the huge inconvenience the have set upon us. They are very unprofessional to not call or email my husband back when they say they will later that day. Majority of the time when I call the Toll free number I was given nobody answers. My husband also received an email stating our household goods only weighed 800 lbs. Which is most definitely not true which concerns me that they have lost our stuff. Whatwe ppacked in my husband's truck weighed 500 lbs so I know for certain that 800 lbs is not true. Again someone was looking into this and we have yet to hear back.

Desired Settlement: I would like all of our household goods by the end of this week like my husband was most recently told.

Business Response: We received your complaint and acknowledge that we have had issues moving your shipment from the start. Our planning department clearly failed in getting it moved in a timely manner. After the origin agent picked up the shipment it took several weeks for it to be determined that we would not have a driver in the area to pick up the shipment and move it to WA. It was then decided to crate the shipment and send in a third party freight carrier to move it to WA. The origin agent then informed us that they had no crates so we had to purchase some for them and get them to their facility. When all was said and done the freight carrier was not able to pick the shipment up until approx. 7/24. There is a 5 business day transit time to WA so we are hopeful that the shipment will arrive at our agent's facility NLT today, 7/31. We have spoken to the destination agent, Golden Services, and asked them to give us a delivery date as soon as it arrives. We are hopeful that we will have all this information today. A message was left for the customer late yesterday updating them with some of this information. A follow-up call will be placed today with further updates and a second wire transfer will be sent to the customer this afternoon. With regard to the weight of the shipment, it was entered incorrectly into the DPS system and we are working to correct it. The actual weight of the shipment is 7200 LBS. Our sincere apologies for the delay and inconvenience this has caused. We will be in touch with the customer today...... Regards, ***** **** V.P Military Services Arpin Group, Inc.

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #********. Please add your rejection comments below.  Mr. **** stated that our stuff would arrive to the agent NLT 7/31. It is now Monday 8/4 and as of right now our stuff still has not arrived to the agent. When I spoke to ***** Thursday 7/31 she said it should arrive to the carrier late 8/1. When I called her Saturday is left a voicemail as there wasn't an answer and called again today being told it hadn't arrived yet, she tried to find out where it was exactly but didn't know. I understand problems arise but the communication from this company is terrible. Problems with this company started before our household goods were picked up. I do not understand what keeps delaying our goods arrival. I have appts weds and go out of state for a week thurs. My husband has training and may be going to the field during the time I'm gone so our stuff has to be here either tomorrow or weds. This is absolutely ridiculous. Had we known it would take so long to receive our stuff we would have just moved across country our selves.  Regards, ***** *******  

Business Response: Shipment arrived at our agent's facility and is scheduled to deliver to the customer on Wednesday 8/6.

8/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Worst moving experience of my life! DO NOT EVER USE CCRS. THEY'RE COMPLETE LIARS, CHEATERS, THIEVES, AND THUGS! We were quoted 4 hours of work w/out being assessed ahead of time and no insurance was ever offered. 2 guys showed up, worked 2 hrs and took a 30 minute break. In fact, 8 hours and $936 dollars later, it still wasn't done. Our modest 2 bedroom apartment move went from convenient to tragic. When we questioned why it was taking so long during the move in process, the owner ***** ******* replied, I want my money in cash or you won't have the rest of your stuff. The movers were told to drive away with our items if I didn't pay them immediately, only half the truck was empty, what was I to do? I was helpless! To top it off, they never let me see an empty truck or sign off on anything before the movers left. Wish they would have because they supposedly "left" our $4000 Herman Miller Eames Lounge chair in the truck. After umpteen calls and police threats, 4 hrs later the kid that moved us in showed up at our house with it unwrapped and all scratched up. This company will be reported to the BBB!! But beyond that, NEVER EVER USE THIS COMPANY, AND PLEASE TELL EVERYONE YOU KNOW!!!

Desired Settlement: I will eat the cost of the chair repair. Should be around $1000, about the same amount I spent on the move. SO, I'd like to have my money back ($936) and just pretend like this never happened. It was a nightmare from the word "GO"****

Business Response: I am responding to the complaint you sent us on 8/4. This move is not in our system, and based on the complainants' comments this was most likely an hourly local moving that the complainant had with C. Coakley Relocation, a member of our agency network. 

 Like most interstate van lines, Arpin Van Lines’ (AVL) agency network is comprised of independent local moving companies that act as authorized local service providers for AVL. Being an authorized AVL agent gives the local mover the right to sell and service AVL
interstate moves. The AVL agency contract does not give AVL ownership of the local moving company. Being an authorized AVL dealer just opens up another line of business for the local mover. Our agency contract only gives AVL control over moves that the local mover registers for transport under AVL’s interstate operating authority. AVL has no control (nor shares in any revenue) over moves that a local mover services outside the AVL system, especially local moves. Most AVL agents generate the largest portion of their total company revenue from moves outside the AVL system.

The bill of lading (B/L) is the contract for any move. The customer's contract is with the mover of record that appears on the B/L. I am sure that the complainant's B/L shows they had a local moving contract with ** ******* ****. This means that ** ******* *****, not AVL, was their contracted local moving company. The Code of Federal Regulations (CFR) requires that a local mover show their van line affiliation in their advertising. This is why the van line name appears on the local mover's marketing tools. Van lines understand how this can give the customer the impression that the van lines owns the local moving company, but local movers have no choice, they must abide by the CFR. Since AVL was not involved in this move we respectively request that the BBB expunge this complaint from our record. Thank you.



7/22/2014 Problems with Product/Service
7/21/2014 Problems with Product/Service
7/21/2014 Delivery Issues
7/21/2014 Delivery Issues
7/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Recently, Arpin Van lines undertook my move. When I was given the original moving quote by their local agent, I noted that they charge more for the move between ********** ** to **, than I spent on the move from ****** ** to **********. When questioned, the person replied that it is neither the weight nor the distance that adds up the costs! This should have been a warning, but, I was too preoccupied with a patient at the time. Even though, I am generally an informed customer there were other more important things I had to do at the time and I accepted the quote believing that the company is an honest one. Given that my job that involves saving lives or patients, I had to believe in these statements they had on their website and also that the company will keep their word, just like I do in mine, and faithfully and honestly move my goods without damage, and if any issues were to occur they will address these promptly. This has not happened. Their workers did the packing of all my items at the origin. It is clearly impossible for one person to look at all the items being packed when two strangers are packing. I therefore paid attention to what I considered more valuable items while the packing was being done. At the end of the packing and loading, again, I had to do the same. The driver of course assured me that all my goods will remain in the same truck until delivery. Unfortunately, I believed this too. When the delivery was made, the boxes that were listed in the inventory were delivered to me. But as I was unpacking, it was clear that many items that I had in my kitchen cabinets and they were missing. Missing items and the original costs. Pressure cooker ****** 6 qt 50.00 Rice Cooker 10 cup 30.21 ****** ********* 12”jumbo fryer 48.43 ****** ********* 10 piece set 199.95 Stainless steel mixing bowls set 26.05 *** salad spinner 29.95 Microwave cover 7.00 Yoga blocks 12.80 *** Colander 29.95 Total 434.34 In addition, the had board of my bed and the dresser are damaged. I have paid forfull moving insurance but so far, no attempts to replace these have been forthcoming. Also, although I paid for packing of my suits in wardrobe boxes, because the way that packing was done improperly, many my expensive suits need dry cleaning and pressing- which will incur at least another 200.00 USD. All this is in addition to the inconvenience and the despicable way that ***** ****** has treated me. At this point, I called the owner of the local moving company. It took 9 phone calls to reach him. He kept saying that in the whole history of his company, they have never lost or misplaced anything EVER. To prove that I actually owned these items, I informed him the following. For example, I told him that I have found, in a separate box, (a) the pressure top valve of the pressure cooker and the instruction booklet, but not the pressure cooker, (b) the steamer and the pot but not the rice cooker itself. I also told him that all these items were items that I used routinely in my kitchen for day today cooking. It is my assumption is that the driver and the person who did the packing did not put a sticker on the box and had then misplaced it. Whether this is intentional or not I am unable to say. I have asked owner of ***** to see whether they can locate a box without a sticker but he has rudely refused. The person who claimed to be the owner however kept denying that they have misplaced these items. He also kept misspelling and mispronouncing my name, and my request for correct spelling of my name brought the comment that “this is insane” and that I “have an unusual name”. For the next several days, my phone calls were ignored, and when I persisted, this owner offered to pay ne 300.00 USD. Then as I kept discovering more missing items, he asked me to file a claim. This has been done more than 2.5 weeks ago, and to this day, nothing has been forthcoming. In fact the person who wrote to me about the claim informed me that they have 180 days to process the claim. On the phone she informed me that she will take all that time to process my claim, because I was complaining “too much”. At this point, I even tried to contact the customer ombudsman or Arpin van lines, and it turns out that unlike many other respectable moving companies, they do not have such an office to address issues. I would like the replacement costs of all the following items be paid. Many of these items had been purchased from various places and I do not have other documentation of receipts, but the pricing information is from ******.com I am unable to tell whether Arpin habitually lose goods this way. They were quite unprofessional and lackadaisical in their manner and how they operate. For example, as mentioned above, they repeatedly misspelt my name, called me by the names of other clients, were not forthcoming about delivery dates, number of packing boxes, weights of goods carried- I have asked for official weight receipts and they have refused to do so. They also refused to give me the federally required documentation such as my rights as a client of a moving company etc. These and their hither-to lack of response to the complaints of loss and damage had been very informative of their sleazy business practices. I would like Arpin van lines to pay for all the lost items that I list above, pay for pressing /dry cleaning of my suits that they damaged and also replace the broken furniture with immediate effect.

Desired Settlement: I would like Arpin van lines to pay for all the lost items that I list above, pay for pressing /dry cleaning of my suits that they damaged and also replace the broken furniture with immediate effect.

Business Response: PLEASE NOTE: THIS CUSTOMER ALSO FILED THE SAME COMPLAINT UNDER #********. WE RESPECTIVELY REQUEST THAT YOU DELETE THE DUPLICATE COMPLAINT. THANK YOU FOR ATTENTION IN THAT MATTER.Thank you for the opportunity to respond to the complaint. In regards to the claim portion, the claim was received on May 23 and a claim file was created. Due to the Memorial Day Holiday on May 26, the claim was assigned to an adjuster on Tuesday,  the 27th. The claim that was received was for the missing items mentioned in the complaint, as well as damage to a headboard and night stand. No inventory number was provided for the missing items to show that they were tendered to us for transportation. The adjuster sent an introduction email and on the same date; May 27,  the customer was advised that a 3rd party repair firm would make contact to set up an appointment to inspect the damaged items. On the May 29, our customer emailed the adjuster advising that the 3rd party had reached out and an appointment had been set and asking about the missing items. The adjuster replied on that date, thanking our customer for scheduling the appointment and that a trace was underway; once the trace was concluded and the report received from the 3rd party, the claim would be processed as quickly as possible. The customer replied back to expedite the trace and provide an answer within 3 business days of our intention on the missing items. The adjuster replied back - reiterating  that the trace was underway and that it  does take time and once all information had been received;  trace results and the inspection report , we would process the claim in its entirety. The customer was emailed today that the inspection report had been received and settlement would be made within the next 10 business days.  ******** **** | Claims ManagerWe will review the interaction and service issues with ***** & *** *****, the owners of ***** ***, the agent that serviced this move. When we have settled the claim we will charge ***** ***, so they had a vested interest in making this a claim free move. We are surprised by the interaction issues. In 2012 ***** M/S was our agent of the year; last year they won our agent mentor award, and they have received our “Gold Quality” service award for several consecutive years. In addition, ***** ***** is on both our Agent Advisory & Marketing Boards. This is certainly not typical of the service they provide their customers, and we are very for any issues this customer had on their move.   *** ******** ] Director of COD services

Consumer Response:  While trying to sound nice, the company is making a strange,  illogical claim here- that I did not give them inventory number(s) for the items that are missing. As I clearly mentioned in my original complaints, these were kitchen goods that were packed by their workers.  If they did not put a label on the box(s) then there would not be an inventory number. clearly, I am not saying that they lost anything of high value, but that they lost items from my kitchen, by being careless. Seems like Arpin is generally careless as indicated by their simple lack of attention to details of what I mentioned in my complaints even. As for the communications with the adjuster, I was specifically told verbally, by the adjuster that she WILL take 180 days to process the claim because I am complaining too much. Bottom line is that no customer would claim that  a moving company lost pots and pants and crushed the dry cleaned garments etc unless this actually happened, because, we all know that this kind of complaints are generally tedious, and that these companies would do everything in their power to deny claims, or to suggest that the customer in fact did not give a few the pots and pants and a few other used items to the mover, even though they did the packing and moving. Shame!Although they claim that the customer was emailed today, no such email has reached me yet while the notification from the BBB has reached me. strange!!As for their surprise that Arpin mentions about *****'s is of no value to me at all. they treated me like dirt, perhaps because I am a foreigner with an accent. I don't know. They undertook to take care of my goods, lost them, called me Ms. and mis-spelled my name, told me that my name is difficult and have been difficult to reach after I paid their fee in general. It they were the best that Arpin had as their agents, then, that says it all. An, finally, *** ******** ] Director of COD services wrote "[and we are very for any issues this customer had on their move]." and clearly  he did not bother to spell check or read what he wrote and this perhaps proves my point that Arpin and their agents are habitually careless in what they do.    Regards, ********* ****** ** ***  

4/15/2014 Delivery Issues
3/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I contracted Arpin Van Lines for our move from ***********, MA to *** ******, CA. Marks Moving and Storage came to pack our belongings and transfer our property to the local Arpin warehouse where it would await delivery to California. Our property was delivered to a storage facility in *** ****** in April of 2013 and remained there while we were searching for permanent housing. During the delivery, I was asked to sign/initial various forms indicating that I had received all items in our inventory. I initialed the form with the understanding that I was signing that all contents had arrived NOT that everything was in proper condition. I was told by the mover that if there were any issues once the boxes were unpacked, I could simply call the office and they would help me with my claim. We moved into our home in **********, CA in early August and hired another moving company to transfer the goods from *** ****** to **********. After unpacking the boxes, I found that several items were broken, largely due to poor packing. I submitted a claim to Arpin. They denied the claim on the basis that the goods were delivered to a storage unit and moved again by another company before reaching the final destination. They also claimed that since a portion of the boxes were packed by me, they could not honor the claim. The boxes with broken items were packed by Marks Moving. Most importantly, the storage unit and self packing exceptions were mentioned no where in the contract. I escalated the item to management and they also denied responsibility for the claim. Broken items amount to almost $1,000.

Desired Settlement: Honor all or at minimum, a portion of the claim I submitted to the company.

Business Response: We have reviewed the complaint and submit the following. Our file indicates that the complainant shipment delivered to a private storage at their expenses on April 24, 2013. At the time of delivery into the self storage facility/mini warehouse, all items tendered to us at origin, were delivered in the same condition as tendered, the items were checked off and signed for as received and no exceptions were taken to any damage or loss. A carrier's liability would cease when a shipment is delivered to a self-storage, mini-warehouse facility; since we would not have any knowledge or control over how many times the owner is in and out of the facility to add or removed items. As stated above, there were no exceptions taken when the shipment delivered to the self storage facility that would show that the damages later claimed were the result of the interstate move. Some four months later, the customer had their HHG removed from the facility by a local mover. Based on all the information available to us, we respectfully denied liability of the claim and suggested that they file their claim with the last custodian, the local movers. We regret that our review of the claim could not be more favorable, and find that the denial as outlined in our September 9 letter to be correct. We did provide them with a Arbitration Brochures should they wish to pursue this further. Thank you of the opportunity to respond.    

3/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased replacement value insurance through the moving company of $6,000 with no deductible on this valuable antique dining table set when I arranged for shipment in January, 2014 from ****** ******, Florida to ***** ******, New Jersey. I had purchased the set from ***** ***** in ****** ******, Florida and it was in excellent condition when it was picked up from her. The only damage noted when ***** signed the papers for pick-up was a tear in one of the chair's fabric, which she had advised me of. The dining table set was badly mishandled in the move and is now seriously damaged in numerous places. On January 15, 2014, I arranged for the shipment through ***** ***** at TransWorld, the agent for Arpin. ***** dissuaded me from going with the other substantially lower quotes I had from ****** and ******* ******* by explaining to me that these companies did not use licensed movers. He suggested that I would risk severe damage to my furniture and possibly never even receive it at all if I selected them, whereas Arpin used only licensed movers who knew what they were doing and would get this valuable set to me in the same condition it left its origination in Florida. Accordingly, I went with Transworld/Arpin and the furniture was picked up from ***** ***** on January 17, 2014. However, instead of the careful handling of my shipment that I was told to expect, when the movers arrived on January 26th, I noticed with some shock that their truck was piled floor to roof like a junk pile wrapped in blankets. It was a stunning mess and the mover clearly had not handled any of the items in their extremely large truck with care. When they took the items into the house they acknowledged that one of the chairs had been broken, but said the damage was not done by them, but was done at the warehouse. We pointed out to them numerous other significant cracks and chips in the furniture and they advised that this damage already was there when they picked it up. We were caught off guard by the situation and very distressed, but remained polite. The delivery men were courteous and said the moving company would be in touch to deal with compensating for the damages. They said the only item we needed to note was the broken chair, since the other items were already noted in their paperwork. After they left, we realized a second chair was broken - when you actually tried to sit in it, the back began to separate, and we discovered even more damage to the table. We emailed photos of the damage to ***** ***** in ****** ******, who confirmed that none of the damages were there when the items were picked up from her. Photographs of the damage are attached as Exhibit 1. The day after the shipment arrived, having confirmed with ***** that all of the damage was new, I phoned ***** and e-mailed him photos of the damage that had been done. He responded by asking me who I was, and then had his assistant reply by e-mail that he was tied up in a meeting and I would have to call a different number to get assistance. When I phoned that number, ****** ****** picked up the extension, and told me that I was given incorrect information. She said she couldn't help me, and that now all claims were handled by sending an e-mail to: claims@dolpinmoving systems .com. I e-mailed that address the same day, January 27th. It is now three weeks later and I still have not heard anything back. (******, incidentally, was the same person who asked me to fill out a form recommending the moving company before I had even received my shipment! I am so glad I didn't. Since nobody has responded to my calls or inquiries once I advised of the damage claim, I am directing this letter to all companies involved. In light of the negligent handling of the shipment, deceptive marketing and total lack of responsiveness as to the processing of the damage claim, I am copying the Better Business Bureau located in (i) Florida, where Trans-world is based and the pick-up was made. (ii) New Jersey, where the damaged shipment was delivered, and (iii) Rhode Island, which is Arpin's headquarters. Nobody has gotten back to me to assist in any manner whatsoever, and this notwithstanding the fact that I actually purchased insurance, as noted above, through the moving company to protect myself against this very situation, which I had hoped would be extremely remote one. Attached as Exhibit 2 are copies of my contract with the moving company and correspondence with them regarding the damage.

Desired Settlement: This set was a one of a kind set and now has been substanially damaged. I request that the company promptly reimburse all costs for repair of this damage and, to the extent that a satisfactory restoration is not possible, that the Company pay the cost of such replacements as are necessary so that I will have a coordinated set of the excellent quality and style I had purchased. I have contacted restoration companies and am in the process of getting quotes for these costs. In light of the grossly negligent handling of the items that I paid your respective companies a premium to ship, I am also requesting that the cost of the move be refunded. I look forward to your prompt response. Sincerely yours, ******** ******

Business Response: Transworld Van Lines is part of the "Dolphin Group", a multi-moving company conglomerate. Transworld is the only member of the "Dolphin Group" that is an agent for Arpin Van Lines. Arpin does not own Transworld, and in fact Transworld only registers a small portion of their moves through Arpin Van Lines. Transworld services the majority of their moves through the "Dolphin Group". Arpin has absolutely no involvement in moves that Transworld services outside the Arpin system. When I could not find a record of Ms. ******'s move in the Arpin system I checked with Transworld, and they confirmed that they serviced Ms. ******'s move under the authority of Dolphin Moving Systems, a member of the "Dolphin group". Below I have pasted a copy of Transworld's email response to my inquiry. I have also attached a copy the bill of lading (the contract for this move) that they attached with their response that confirms Ms. ******'s contracted mover was Dolphin Moving Systems, and not Arpin van lines. Since Ms. ****** did not have a contract with Arpin Van lines, and Arpin was not involved in Ms. ******'s move, we respectively request that the BBB please expunge this complaint from our BBB record. Thank you. Transworld's email response: From: ********@comcast.net [mailto:********@comcast.net] Sent: Wednesday, February 26, 2014 9:21 AM To: *** ******** Subject: ******** ******   Good morning,   Please see the attached moving contract. To answer your question we did not haul under Arpin authority. We have been in contact with this customer and any issue is in the process of being resolved. Please let me know if you have any additional questions.  Sorry for the confusion. Mr. Dolphin is awaiting a call back from customer to try and resolve the BBB complaint. Have a good day! Thank you, ******** ************

9/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In mid-April 2013, I reviewed the ratings on BBB to interview and select a mover for a local and long-distance move my husband and I were contemplating to move some of our home goods to Massachusetts. We interviewed and received estimates from BBB's top 3 rated movers and selected Arpin America Houston based on assurances related to their ability to timely deliver our home safely. We provided a wide window for pick-up and delivery, in the expectation and assurance that our home would be delivered in Massachusetts within 5-7 days of loading. The first loading date they gave us was May 20. Then on May 16 we were told the loading would take place on May 18. We scrambled and made the date. Then we were told by the crew leader on site that the load would be in the Houston warehouse, still in the truck, until it would start to Massachusetts on May 20. On May 20, the truck had not left Houston. On May 21, the truck did not leave Houston. On May 22, the truck still in Houston, no one knew who the driver would be. Memorial Day weekend came and went, and still the truck was in Houston. Moreover, the truck was never put in the warehouse, but was outside in the summer Houston heat. Days came and went. No one knew when the truck would leave Houston, who would drive it or when it would arrive. Another week passed, and the truck sat in Houston. No one knew what was going on. Finally on June 6, we learned it had left Houston and on June 7, at 7 pm we received a call that they thought it was in Virginia, but weren't sure, and would be arriving in Massachusetts four full days later, on June 11. The outside date we had agreed to by contract was June 3, although that was if the load left at the end of May. When the truck arrived on June 11, three wardrobe boxes were crushed and an irreplaceable antique bassinet that has been in the family for over a hundred years, which I specifically asked to be boxed and carefully treated, was broken. This company does not deserve to be at the top of your BBB list.

Desired Settlement: Require this company to demonstrate through numerous long-distance customer moves that it deserves a high BBB rating. As far as I am concerned, the BBB rating is misleading to consumers. The estimate was wildly off, the services were substandard, and the company failed to meet its contractual obligations. When I questioned any of it, they fell back and referred to their ICC tariff, which is the minimum standard, not a basis to award this company with a banner of excellent customer service.

Business Response:

We would like to apologize to you for the unfortunate events that occurred during your recent relocation with us.  We strive to perform each and every relocation without incident, and apologize for any and all inconveniences caused.

Unfortunately Arpin America Houston Movers was only the booker for this particular move.  Before we actually confirmed the move with Ms. ****** we contacted Arpin Van Lines (our corporate headquarters) and received confirmation they could accomidate the dates required by Ms. ******.  Arpin America Houston Movers did pack the shipment and bring it to our warehouse in order to allow Arpin Van Lines the time necessary to complete the move.  Once we had the shipment picked up the remainder of the move was turned over to Arpin Van Lines. Unfortunately it appears that Arpin Van Lines did not meet their commitment for this shipment. I am including the contact information for *** ********, Director of Private Residential Services for Arpin Van Lines.  His phone number is ###-###-####.  This is the person that Ms ****** should contact in order to have her complaints addressed regarding the move dates. Again I would like to apologize for any inconveniences this may have caused. Respectfully,

*** **********

Consumer Response:

 From: ***** ****** ************************** 

Sent: Monday, July 08, 2013 9:34 AM
To: ***** ******
Subject: Re: regarding your complaint that was filed on Arpin America

 

 

The complaint is not resolved.  The company simply said it wasn't their fault because the carrier couldn't keep the commitments they (Houston Arpin America) made.  The Houston agent made promises without ensuring the carrier could keep them.  As the agent for the carrier, the Houston Arpin outfit is as responsible as Arpin America.  This was weeks of delay and no one knew what was going on with our homegoods throughout that time.  Because I relied on your BBB information to contract with this firm, I think you should hold them accountable. 

 

If you/they want to close it with financial restitution, they can pay us for the month of storage that was virtually wasted because of their delays.  They've previously told me that they pay no "detention" for goods that are delivered to storage.  Our public storage fees are $ 640/mo.  As far as quality of service, they can also pay me for the bassinet that they promised to package carefully but was merely wrapped and not boxed, and the top was crushed.  Repair to the antique wicker is estimated at $500.

 

This doesn't change my dissatisfaction, but it will help you clear your docket.  Just beware of them.  I don't think they are executing to the standards you would expect.

 

Thanks for following up.

 

***** ******  

Consumer Response: There has been no follow-up by Arpin Houston to my last response to the BBB.

Business Response:

The contract for this move was between Arpin Van Lines and ***** *******  We did check with Arpin Van Lines and confirmed they could handle the move with the dates requested.  Unfortunately for reasons unknown to me Arpin Van Lines did not uphold their end of the contract.

I can not authorize any payment to Ms ****** only Arpin Van Lines can handle the payments.

Ms ****** needs to call ###-###-#### and ask for the following people:

*** ********, Director of *** sales - He can help her with the delay in receiving her shipment.

*** Claims departement - I am not sure of the specific person to contact here but they can help with any damage to her items during the shipment.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******.  The company, Arpin Houston, is still pointing at the carrier, Arpin America, as the cause of the issue.  As the carrier's agent, the agent is as responsible as the carrier.  I don't need to deal with the carrier - this is a BBB complaint relative to Arpin Houston.  Moreover, I have no contacts with the carrier and will not contact them. Arpin Houston should contact them and determine whether there will be restitution for my claim.  Otherwise, this case will not be resolved.

Regards,

Ms. ***** ******


 

 

Business Response:

I have spoken with Arpin Van Lines, the carrier, and asked them to reach out to Ms ****** regarding her concerns.

I understand that on June 17, 2013 Ms ****** spoke with *** ********, Director of Private Residential Services regarding her delayed delivery claim.  Mr ******** explained to Ms ****** the federal tariff laws and Arpin Van Lines tariff item for delay claims.  Unfortunately it states in the tariff that a mini storage delivery does not qualify for a delay claim.  Mr ******** also offered to send the federal tariff laws and Arpin Van Lines tariff to Ms ****** but she declined.

******** ****, Claim Manager also spoke with Ms ****** regarding the claims of damage to her household goods.  Ms **** advised Ms ****** she would need to fill out a claim form and submitt it to Arpin Van Lines in order to have the items inspected.  Ms ****** advised she was to busy to complete the forms, take the item to an appraiser, or take time off for our inspection.  Ms ****** was advised that we could not reimburse her for the claim until the forms were completed.

Unfortunately at this time I do not feel there is anything additional we can do to satisfy Ms ******. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The Company was clearly and patently unable to meet its contractual commitments relative to this move.  Arpin now admits that the commitments made to me were meaningless, apparently because of our delivery location which never changed.  Only the companies knew this; I was never informed that under their tariff, they deem they have no obligation to meet their delivery commitments when a shipper is delivering to self-storage. Moreover, in the past, appraisals of move damage have taken many hours and days to resolve - and all are under-appraised in order to benefit the moving company.  My time is more valuable than to deal with that.  My motive is to warn other potential customers of Arpin's bad service.  Arpin has made no effort to meaningfully resolve this complaint. I relied in large part on the BBB rating to select Arpin as my mover, and also on their direct representations and promises.  Neither Arpin America nor Arpin Houston deserves a high rating from the Better Business Bureau of Houston.

Regards,

***** ******


 

 

Consumer Response: There has been no resolution presented by Arpin. This company in my view is not worthy of a high BBB rating.

Consumer Response: It would best if you obtain this from Arpin. Clearly the contract includes the accepted proposal, all amendments and the tariff, and any related documents and oral commitments.

Business Response: We are sorry for any issues that occurred on this customer's move. I spoke to the customer on 6/17 about the delivery delay. At that time I explained federal tariff law (attached), and our tariff policy for delay claims (attached). The customer wanted compensation. I explained that since delivery went to a storage unit the shipment did not qualify for a delay claim. If delivery had gone to residence we limit delay claims to reimbursement of hotel and meal expenses based on receipts for those services. he was not pleased. When she spoke to our claim department about damage they explained the claim process. The customer advised claims she was too busy and did not have time to go through the claim process. Although we admit to issues on this move during peak season we stand by our many years of providing superior customer srvice.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******. Please add your rejection comments below. 

My concern all along has been that this company does not deserve a high customer service rating.  Because I relied on the Better Business Bureau to hire them, I have informed the Better Business Bureau of their failures to meet their commitments.

Most importantly, they failed completely to meet the delivery schedule set forth in the contract with us.

Arpin continues to assert that they are relieved from meeting their agreed-upon delivery schedule because they don't need to meet delivery promises when delivering into self storage.  However, they have provided you a copy of their "Commercial Relocation" tariff, which you should know is irrelevant.  This was not a commercial relocation.  This was an individual household move. Please do not be intimidated by their federal tariff.  I'm not asking for preference or disparate treatment, which is what the tariff is designed to protect against.  Ask them where in their tariff governing individual household moves they are free to deliver whenever they feel like it, and directly in contravention to their written agreement with me that the goods would be delivered in Massachusetts with "reasonable dispatch," or in other words, within the written, agreed-upon delivery window.  Or from their oral representations, within 5-7 days of loading in Houston, Texas.

In addition, you should ask them: where does the estimate or their agreement with me indicate that they do not need to meet the delivery deadlines because the tariff relieves them of it?  This attitude (that they can say one thing, but know it means another)  is not worthy of a BBB banner of superior customer service.

That is the point.  My conversation with them in June made it clear I don't want their money, in spite of their claim that I want compensation.  My conversations through email with the Houston BBB made it clear I don't want their money.  I only told the Houston BBB that I would take some measure of compensation so the BBB can clear its docket of the complaint.  This company is not worthy of a BBB banner of superior customer service.  Their failure to settle this and their desire to hide behind their federal tariff demonstrates it even more fully.

By the way, my title is Ms., not Mr.

Regards,

***** ******  

 

Business Response: Our tariff applies to all private residential customers. Once again, as I said previously, we are very sorry for any scheduling issues that occurred on this customers' move. However, legally, we must follow our tariff policy for late delivery claims. We are not allowed to rebate any portion of the legal tariff charges for a move to settle any claim.

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******. Please add your rejection comments below. 

PLEASE HAVE ARPIN PROVIDE A LINK OR COPY OF ITS FULL CURRENTLY APPROVED FEDERAL TARIFF.  I AM UNABLE TO FIND IT ON ITS WEBSITE, OR ON THE WEBSITE OF THE US DEPARTMENT OF TRANSPORTATION SURFACE TRANSPORTATION BOARD (SUCCESSOR TO THE INTERSTATE COMMERCE COMMISSION).


Regards,

***** ******  

 

9/11/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: We recently moved from TX to NC. In April we received confirmation that Arpin would be our movers and the dates we requested would be honored. Arpin was scheduled to be at our house on June 24 and 25 to pack and a pick up date of June 26. I called to confirm everything on June 18 and was told by ***** everything was good to go. We were informed someone would be at our house on June 24 between 8-10 to pack us. We also received paperwork to give to the packers via Fed Ex on June 20. We waited until 10am June 24 and no one showed up at our house to pack. I called and left a voicemail for our original point of contact ***** and then called the main line. At that time I was told that no one would be out to pack us. They were not sure how the mix up happened. After several phone calls that day we still didn't have any answers. We even received a call from Arpin that day asking how the packing was going?! On June 25 after several phone calls we were told someone would be at our house the next morning June 26 to pack us. We were given the name of the driver but no phone number. Again, we waited for someone to show up the morning of June 26 and again no one shows up. We call again and they have no idea what happened to the driver. At that time we were finally able to get ***** (VP of Military Operations) on the phone. He said he would make some phone calls and call us back that day. He did call back later in the day to tell us that a crew would be out to pack and pick up the next day June 27. When the packers arrived the next morning they were only prepared to pack that day and came back the next day June 28 to load. At this point we had to rearrange all of our travel plans for our move, cancel a visit with family, and hurry to our next home. The morning of July 1, I called and spoke with ***** to let him know we arrived in NC and would be signing for our house the same day. I wanted to make sure he had all of our correct contact information. At that time he told me he would “get right on it”. That was the last time we spoke with him after leaving multiple voicemails for him. From July 1 on we received nothing but the run around and no answers at all. Depending on who we would talk to, we were told our household goods were in TX and the next person would tell us no it was in AZ. Not a comforting feeling. There seems to be some serious miscommunication/lack of communication within the company between dispatch and customer care. I believe part of the problem of our household goods being delivered so late is the fact that at some point Arpin was trying to find a driver for our stuff that was supposedly in AZ when all along it was in TX. Our required delivery date was July 9. We received a phone call on July 5 and were told that we would not have our household goods by our required delivery date. In fact, Arpin had no idea when they would be able to get them to us. We were continuously strung along with no answers and no delivery in sight. We had family flying in to visit with plans of staying at our house. Since we had nothing but an air mattress and the very basics, they were forced to stay in a hotel for the week they were here. We are an Army family and don’t get to see our family as much as we would like, so having to have them stay in a hotel was extremely disappointing. Along with that we had jobs we were starting with lack of work clothes, uniforms, and equipment. Our battle with Arpin continued for weeks. Finally we received our household goods on July 29. We are very thankful for the delivery team for taking the time to wrap all of our belongings after it was basically thrown in the truck to get us out of our house in TX.

Desired Settlement: We have received some compensation from Arpin.. $150.00 for the inconvenience of the packers not showing up and another $1250.00 for the delayed delivery. We have asked a couple times what the money is meant to cover etc. and again we have never received any answers. We have emails for proof of our questions/concerns. We waited for 20 days after our required delivery date which breaks down the $1250.00 to $62.50/day. This amount is nowhere near the amount of money we spent unexpectedly for basic daily living, such as pots, pans, blankets, pillows, towels, laundromat fees, air mattresses, etc. We had to buy some equipment and uniform necessities for our jobs. Plus the fact that our family had to stay in a hotel we were not able to provide meals for them, a place to stay, and just the comforts of a home to spend quality time. We had no furniture, nothing. We are asking for $150/day not $62.50/day. This move was a disaster from day one. We spent so much of our time, energy , and money trying to get answers. We should not have to pay for the poor communication and management of Arpin.

Business Response: We acknowledge the many service failures this customer experienced during their recent relocation from TX-NC and truly regret the inconvenience this has caused. A check will be processed and sent out on 9/10 for the amount the customer is requesting which is $1,750.00

***
***** ****
VP Military Services
Arpin Group, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

8/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This letter is in reference to a phone conversation between ***** ************* and ****** ******** (Arpin Director of COD services) that took place on July 1st at 8:00am and delivery service rendered via *** ** ****** representing Arpin on June 30th at 6:30pm. I called Mr. ******** to file a complaint in which he asked me to send him my complaint issues in writing. I explained to him the sequence of events concerning the complaint: Delivery time window was 9am-11am. Delivery did not arrive until 6:30pm. (7.5 hours late) The only phone call from delivery driver received at 4:30pm stating vehicle trouble before he left his delivery yard in ******, CA (Sav On Moving) and said he would arrive around 6:30pm. When delivery driver arrived – it was only the ONE delivery driver expected to unload our entire delivery of a 2 bedroom fully furnished apartment contents. Delivery driver said that another person helped him unload our items from the broken truck to the working truck. The driver called his supervisor ******** (Sav On Moving) and asked him who was coming with him on the delivery and his supervisor ******** said, “I guess you’re on your own on this trip”. My husband lifted, drove dollies, moved items, and unwrapped covered items from 6:30-9:45pm until the unload was complete. I supervised the inventory sheet to ensure all items were accounted for. Two items arrived broken. Item #62-Silver lamp= post of lamp bent and cannot be straightened. Item #104-Black Metal 3 shelf rack= lower shelf broken-cannot support anything. I called the stated Arpin representative for complaints (****** ********) on the information sheet received with our delivery reservation. I explained my situation to Mr. ******** and he asked me to submit the complaint in writing. I asked him if there was anyone else that handles complaint issues and he stated that he was the person who handles them. I asked him to give me an estimated timeline of response once receiving my information and his response was “Mondays I am really busy and probably will not get a chance to look at it today”. He also continued to say things like “this is the shipping business” and “shippers are booked tight right now”. This is a blatant display of unprofessionalism laden with excuses. I explained to him that our schedule was completely flexible and we did not have a deadline or urgent delivery date. I also expressed how I could not understand why Arpin sacrificed their quality of service by delivering extremely late and unprepared when the delivery could have been postponed until the next day with appropriate help on hand and within a reasonable delivery timeline. We have moved locally and long distance over the past 6 years using ******* and ** Moving multiple times and have received exceptional service. I am not only dissatisfied but also disappointed in the service I have received from Arpin. Arpin contracted *** ** ****** and must take responsibility for their poor decisions and lack of customer service while representing Arpin. As a customer paying a significant amount of money for this move, my husband and I are requesting that a full refund of the delivery cost be granted in regards to the items listed above as well as the lack of professionalism from the person who is designated to handle customer complaints. In your Arpin informational booklet, pg.11 under “What happens at my new home” states “The driver and crew” however there was no crew. We paid for a delivery service and did not receive that since my husband unloaded our delivery with a driver. Arpin’s tag line “we’re creating customers for life” is certainly not something I would stand by nor did I experience. You can also expect that I will file a formal complaint with the Better Business Bureau in regards to this situation. We expect a timely response regarding this matter. Sincerely, ***** and ***** ***** Additional Contact Information: *** ** ****** – ****** CA ******** (**** ******** Follow-up email: Dear Mr. ******: I need to speak to Bill Ardvison, the owner of ****** ***, regarding your issues. With the time of year, time difference between coasts, and the holiday yesterday. It is not unusual. The problem I have is that there are no provisions in our tariff for customer labor, and federal law does not allow me to rebate any portion of the legal tariff charges (attached). I want to talk to Bill paying you directly like any driver would pay their help. Unfortunately, I do not have the legal option to just negotiate an appeasement figure directly with you since that would be a rebate. I will email you after I am able to speak with Bill. Sincerely, *** ******** | Director of Private Residential Services Arpin Van Lines Po Box 1***, **** ********** **, 0********* Tel (800) ********, Ext. 2378 | Fax (**** *******9 | ***************.com My reply: ***, I was under the impression that this is the busy season for movers, so those are excuses to me, nothing more, nothing less. At this point, there is no point in continuing these lines of communications. It is an absolute insult to me to tell me you are waiting to speak to Bill so you can decide how to compensate me or pay me like a driver. No thanks, I paid over $4000 for a full service move, and only received half service. I am entitled to half of what I paid in return, rebate or however else you'd like to call it. I'm opening a case with BBB right now, and I'll have my attorney reach out to you ASAP. ***** P.S. It's spelled *****, not "******" as you wrote in the email below.

Desired Settlement: Aprin should immediately refund half of my total moving expense, $2,065.12 (total moving expense was $4,130.24).

Business Response: The driver encountered issues with the move he was handling previous to mr. *****'s which resulted in issues with his available DOT hours of service. This was the reason for his late arrival to deliver Mr. *****’s shipment. The driver told his dispatch that based on the size of the move with straight, concrete access into a flat storage unit, the driver felt he had adequate equipment on the truck to deliver this shipment alone. We prohibit customers from becoming actively involved in their move. Sometimes customers may feel the need for physical involvement in their move. Some drivers do not have the interaction skills to deter a customer diplomatically from this course of action. During the review of this complaint the driver advised his dispatch that he never recruited Mr. ***** to assist with delivery of this shipment. Federal law requires that interstate carriers operate under a tariff that defines their rates and policies. Carriers are not allowed to rebate any portion of the legal tariff charges for any move. I have attached a copy of the federal tariff law. We are sorry, but since we have no provision in our tariff for customer labor I do not have the legal option to meet Mr. *****’s request that we rebate half the cost ($2065.12) of his move.

Business Response: In my previous I did address the facts as to why the driver arrived late on the scheduled Sunday delivery date. Based on the lack of customer support on weekends we can only apologize for the driver not contacting the customer regarding the delay in delivery arrival time.
We also apologize that the driver did not exert more authority on site in regards to his ability to deliver without assistance. In their rebuttal the customer made reference to how, prior to delivery, they made assumptions regarding the eventual outcome of delivery which resulted in their taking an active role in their delivery. At this point the driver should have halted the course of action taken by the customer. However, as I stated in my previous response, since there are no tariff provisions for customer labor we must respectively decline the customer’s request for a $2065.12 refund on their move.  

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

The driver was late because his truck wouldn't start at the origination of the trip in ******,**, and he spent 4 hours moving our items on to another truck. DOT regulations had absolutely nothing to do with it. 

We, ***** and ***** *****, as Arpin customers have rights that I know were not upheld.  After my review of the “protectyourmove.gov” booklet, the Arpin “creating customers for life” collateral, and the T-08 ****** guidelines I have confirmed our customer rights have been violated.  I have listed them below:1.     1. Via protectyourmove.gov = “your mover must transport your household goods in a timely manner also known as reasonable dispatch service”.  Seven hours past the time of delivery is unreasonable and inconvenient.  Unloading did not finish until approximately 10pm.2.     2. Via protectyourmove.gov - “As soon as the delay becomes apparent, they must give you notification they will be unable to provide the service specified in the terms of the order for service.”  As a customer, we are entitled to file an inconvenience/delay claim in a court of law under the 49 U.S.C. 14706. 3.     3. Via protectyourmove.gov - “Your mover must prepare a written record of its amended date or period for delivery”.  This was not done as confirmed by Mr. ******** in our email correspondence, we were only communicated with via ONE phone call from the driver 5 and a half hours after latest scheduled delivery time.4.     4. Arpin collateral = it is stated in the opening paragraph from ***** Arpin that Arpin will “respect your needs” and that Arpin “will deliver on our promise of customer satisfaction and unparalleled service.”  We are experienced customers in moving with the assistance of a professional company.  This “promise” was clearly not fulfilled 5.    5.  T-08 ****** pg.76 = Origin and Destination Charge is noted on our binding agreement contract.  The handling and service of our shipment was not fulfilled entirely by Arpin. My husband had to work tandem with the one driver to unload the entire shipment.  Arpin chose to use “a facility (person – husband) that affects the value of the transportation or service”. - 49 USC 13702 (a) (2). We as the customer are entitled to have this fee refunded to us.6.     6. T-08 ****** pg. 77 = Overtime Charges – Arpin should compensate *****s what they would charge the customer for overtime delivery based on the days, times, and rates stated in the tariff.  Delivery was made on a Sunday at 6:30pm.  Unloading completed at approximately 10pm.7.     7. T-08 ****** pg. 86 = Guaranteed Service – “Force majeure” is not an adequate reason in the delivery delay since the problem that arose could have been resolved by a few different options such as informing the customer well in advance of the problem and stating their plan of action or rescheduling the delivery date & time.  In a business that uses motor vehicles as a main conduit of providing a service, it can be foreseen that a mechanical issue may occur.  In a business that uses manpower to fulfill their contracted duties, ensuring adequate manpower is on hand to complete the task within the appropriate labor standards and avoiding any personnel safety risk should be best practice.I can conclude this by stating all the issues above are directly related and contradict ***** Arpin’s statements in Arpin’s collateral. I have exhausted myself with my time to do the work and research to protect my rights which should have been protected by the company we contracted a service with.  I will continue to pursue this complaint until I am satisfied with a reasonable resolution and Arpin fulfilling their quest of customer satisfaction and unparalleled service.  I will only respond via email due to the lack of trust I have based on my experience so far.

Regards,

***** *****

 

 

8/12/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife and I are filing a complaint in regards to the egregious conduct of Arpin Van Lines. This company was responsible for our cross-country move from ************, PA to *** *********, CA. The contents of our one-bedroom apartment were loaded on June 10, 2013. We signed a contract guaranteeing the delivery of our belongings between June 15, 2013 and July 6, 2013. On 7/2/13, we - the customer who would be paying for this service - called Arpin Van Lines to ensure that we would receive our belongings by July 6, 2013. At that time, we were told that we would not be receiving our belongings by the date promised, as our belongings had not yet been assigned a driver. We continued to take the initiative by contacting Arpin in order to receive an estimated delivery date. Again, we contacted Arpin and were told that our belongings had been assigned a driver with an estimated date of departure – not delivery - of 7/14/2013. My wife contacted Arpin Van lines on Monday, 7/22/2013 and was told she would be contacted by a representative from Arpin regarding an estimated delivery date. On 7/23/2013 at 8:49 am Pacific time, my wife contacted Arpin Van Lines again, as she had not heard from them regarding a delivery date. After initiating this contact she was finally able to speak with ***, an Arpin representative. At that time, *** informed my wife that there was an estimated delivery date of Thursday, June 24, 2013. *** was waiting for confirmation from their carrier before contacting my wife and me. However, given their excessive tardiness with our delivery and poor communication we would have appreciated proactive contact from Arpin regarding this estimated delivery date. On 7/23/2013, *** from Arpin called my wife at 10:18am and 11:42am Pacific time. However, given the nature of my wife's profession she was not able to immediately excuse herself from her work duties. My wife returned the call to Arpin at 11:55am Pacific time. It was at that time that *** informed my wife that the driver of our belongings planned to deliver our belongings on Wednesday 7/24/2013 between the hours of 9am and 11am. In other words, after failing to initiate contact with us for weeks, Arpin gave my wife and I less than 24 hours notice for the weekday arrival of our belongings. When my wife expressed that our jobs would not allow us to miss a day of work at such short notice and that we would be able to make arrangements for one of us to stay home for a Thursday delivery, this statement was met by resistance with the Arpin representative. Rather than her trying to offer words of accommodation, her initial response was negative discouraging. She stated that she was unsure that the driver would be able to accommodate this request and that likely our belongings be placed in storage until unknown date. My wife reminded the representative that we signed our contract in good faith agreeing to a delivery of our belongings during a three-week time period when our schedules would be flexible. If Arpin had given us more than 24 hours notice for date of delivery, we would have been able to accommodate their 18-day late delivery date. Arpin had done nothing but offer tepid apologies and my wife requested a delivery date of 7/25/13 at the earliest. Ultimately, Arpin was able to honor this small request, delivering our belongings July 27, 2013. I can only assume that their gross ineptitude in the handling of our move is the reason for their passivity with and lack of contacting us. We are incredibly disappointed with their service. The inability to deliver, both figuratively and literally, created an undue burden on what should have been an enjoyable transition for my wife and me. We signed an agreement for the delivery of our 2700 pounds of belongings by 7/6/2013 for $3896, plus additional shuttle charges if necessary. Arpin's policy of reimbursing only over 4000 pounds was not made known to us until it was evident we would not receive our belongings within the agreed upon time frame. This policy allows for Arpin to be unaccountable; they reap maximum profits while delivering subpar services.

Desired Settlement: We desire a refund of at least 50% of the delivery charges given that our belonging were delivered excessively late, causing undue stress as we transitioned to our new careers.

Business Response:

We are very sorry we encountered issues finding an available driver for Mr. ******’s shipment. I spoke to Mr. ****** on 7/2, and discussed the federal tariff law, and our tariff provisions for delay claims. Most carriers do have a weight minimum in order to qualify for a delay claim. Unfortunately Mr. ******’s weight of 3000 pounds did not meet our 4000 tariff minimum. I have attached the same information that I emailed Mr. ****** with this response. We are sorry but we do not have the legal option to meet Mr. ******’s request for a 50% reduction in the legal tariff charges for their move. We normally cannot confirm until we know a driver has accomplished previous assignments is on schedule, which is normally the day before delivery, this resulted in the notice issue mentioned in Mr ******’s complaint.

8/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: At the end of April 2013, I contacted the closest Arpin representative – Arpin of Monterey – to begin discussions regarding a move from ******, CA to **********, VA. I spoke to ***** ********* on several occasions mainly through email. Through our conversations, I was told that if I moved after 15 July, I would save money as it would be out of peak season. As it became closer to my move, I spoke with ***** again to update the cost estimation (June 2013). The rate was adjusted and increased by 3%. I was to receive my items at two destinations: a storage unit and a private residence. On 11 July 2013, Arpin had two packers arrive. At one point, one of the packers stacked multiple frames on top of a box. When he moved the box, the frames fell and I witnessed one breaking. The packer denied seeing anything broken, however I did document the item on the Packing Damage Report. This particular item was to be delivered to storage, so I requested additional information on how to claim reimbursement of this item and any other broken items that are located in storage from *****. ***** and I had also previously discussed ways for me to reduce my costs. I took his suggestion and kept the boxes for items like my stereo for the packers to pack in. When the packers arrived I explained what the boxes were for and when I came around to check on them, found out that they hadn’t used the box I provided. I also had the driver (****), his wife, and two assistants for the driver. The driver's wife asked the packers if they had a form for the Declaration Items of Extraordinary Value and the packers said yes. Yet when I went through the paperwork with the packers, they did not have me complete such a form. I was told by the driver and his wife that they needed to be in San Diego on 12 July to do a load and delivery prior to heading east. On 15 July (6:02 pm), I called to ask for an update on when they would arrive. **** told me I needed to call my agent because he was still in San Diego. I called *****’s office and was told he was out and would not be in until the next day (6:04 pm). I was advised that ***** would not be able to assist me with delivery times and that I should call the Arpin 800 number. At 6:08 pm I called Arpin. I was told the driver did not have a full rig and that he wouldn’t be leaving San Diego until 24 July. My contract states I will take delivery between 16 July and 25 July. Due to this news, I called *****’s office at 6:24 pm and I left a message asking for him to assist me in resolving this issue. On 16 July at 3:40 pm, I received a call back from Arpin (*******?) who stated that my driver wasn’t leaving California until the 24th and there wasn’t anything that could be done. I returned the call at 4:38 pm and asked to speak to someone higher. She put me in contact with *** ********. *** called me back on 17 July at 9:25 am. I spoke to *** at 11:47 am and asked for the delayed policy. *** stated I could receive hotel reimbursement and/or food reimbursement as long as it was at a restaurant. Since I’m renting a house, neither of these applied to me. *** also stated that he had no control over the driver. I asked for someone to contact and all he said he could do was send an email to dispatch (as of today I’ve not been contacted by anyone from Arpin regarding my complaints about the driver’s schedule). On 20 July, I wrote an email to ***** and *** outlining all of my issues regarding the move: “First, according to the paperwork ***** provide me in my Arpin packet, the Inquiry and Complain Procedure states that "If you have any complaints or question about your move...please first contact your local agent...If for any reason you are unable to obtain a satisfactory response...you should then contact [****** ********]". This statement reads to me that ***** or **** (the driver) should be working on my complaints, not just having me contact ***. Since *** has already been contacted I'll continue with contacting both of you. This document further states "When a customer files a complaint, we review the complaint...After the research and review process, we send the customer a written response." Since I have complained, but have not received any written response, here is a summary of my issues with this move: 1. ***** told me that to reduce the cost of my move, the packers would use the boxes for any items I had kept. The packers did not use the boxes for my stereo equipment because they stated that "they would be more compact and take up less room" in a moving box. 2. The packers broke one of my picture frames, but then claimed they hadn't noticed (this is documented on the Packing Damage Report). This particular item is to be delivered to storage, so I will need additional information on how to claim reimbursement of this item and any other broken items that are located in storage. 3. The driver's wife asked the packers if they had a form for the Declaration Items of Extraordinary Value and the packers said yes. Yet when I went through the paperwork with the packers, they did not have me complete such a form. 4. During the packing and loading process, I overheard a conversation between the driver and his wife where he stated there were two jobs offered to him, but he rejected both. 5. The driver picked up my items on 11 July and told me the next day he had to be in San Diego for a pick-up/drop-off. 6. I wasn't contacted by Arpin of Monterey for a follow-up to how my packing/loading process went. 7. I wasn't contacted by either Aprin of Monterey or the driver to notify me that my items would be delayed beyond the delivery dates written on my order for services. 8. I have not been provided with a bill of landing. 9. I was not provided with a copy of the DOT's Your Rights and Responsibilities When You Move. 10. According to the DOT's Your Rights and Responsibilities When You Move, "Delay claims are processed when you have contracted with your mover for guaranteed service for pickup and delivery. Your mover will outline on the bill of lading any penalty or per diem entitlements when there is a pickup delay and/or delivery delay." I have not been provided written documentation of a bill of landing or written documentation for the delay claims penalty or per diem entitlements. As of this point in time, I've been told the driver will remain in San Diego until 24 July. As this is one day prior to the end of my delivery date period, he will not be able to make the delivery period. I have yet to be told a new estimated delivery date. Consequently I am requesting the following: 1. Written documentation of the issue identified above in Item 2. 2. A copy of the tariff. 3. A written copy of the delay claims penalty and per diem entitlements. 4. Due to the date of my pick up I was charged for a peak season move. My items have been delayed beyond the peak season and I am requesting that this rate be adjusted. 5. According to the DOT's Your Rights and Responsibilities When You Move, I have the right to observe the weighing of my shipment. I was not informed of this right and I would like to exercise this right when the driver arrives in **********. 6. Mr. ******** has notified me that complaints regarding the driver cannot be addressed with him. I would like information on who I should address driver issues to. This is not a complete list of my complaints as I have yet to receive my household goods. I reserve the right to add additional complaints at that time.” I have also informed both *** and ***** that I have at least 4 cases of wine which have now sat in a hot rig for 13+ days and will most likely be bad upon arrival. On 24 July (the date I was told the driver would leave San Diego) I called Arpin for an update. I have been told that the driver has not left and that they are not sure that he will leave today. It was looking like he would have to finish packing tomorrow. I followed up to my email with ***** and *** and requested daily updates (I also have not received anything requested in my email with the exception of the tariff and the delay claim information). I was told by ***** that he is no longer able to assist me and that all communication should go through Arpin.

Desired Settlement: 1. Delivery of my items, undamaged, ASAP with daily updates until they are received. 2. Monetary refund of the following: • compensation for the fraudulent packing to increase weight and carton counts • compensation for items purchased due to the fact goods were not delivered on time. 3. Recalculation of charges as the contract was written for peak season and goods were not delivered on time. 4. A reduced rating by the BBB for both Arpin of Monterey and Arpin Van Lines with a public listing of this complaint so others are aware of the unethical and fraudulent packing and billing practices that may occur when using this agent. I reserve the right to add additional resolutions at time of delivery should they be necessary.

7/30/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I am filing a complaint in regards to the egregious conduct of Arpin Van Lines. This company was responsibly for our cross country move from ************, PA to *** *********, CA. The contents of our one-bedroom apartment were loaded on June 10, 2013. We signed a contract guaranteeing the delivery of our belongings between June 15, 2013 and July 6, 2013. On 7/2/13, we - the customer who would be paying for this service - called Arpin Van Lines to ensure that we would receive our belongings by July 6, 2013. At that time, we were told that we would not be receiving our belonging by the date promised, as our belongings had not yet been assigned a driver. We continued to take the initiative by contacting Arpin in order to receive an estimated delivery date; however, we still have not received one. Again, we contacted Arpin and were told that our belongings had been assigned a driver with an estimated date of departure of 7/14/2013. However, Arpin has not contacted us regarding an estimated date of arrival. Currently, we are 13 days past our previously guaranteed delivery date.Poor communication is the modus operandi of Arpin Van Lines. I can only assume that their gross ineptitude in the handling of our move is the reason for their passivity with and lack of contacting us. We are incredibly disappointed with their service. The inability to deliver, both figuratively and literally, has created an undue burden on what should have been an enjoyable transition for my husband and me.

Desired Settlement: The contract we signed guaranteed our delivery by 7/6/2013 for $3896. However, we are well past that date. Arpin's policy of reimbursing only over 4000 pounds was not made known to us until it was evident we would not receive our belongings. Our belongings are still at least 2500 pounds. Given the flagrant disregard for the delivery date of our belongings, which is essentially Arpin reneging on our contract, we request that we receive a $1500 discount for this vexation.

Business Response: I cannot find Ms. ******'s name in our system. Is the move under her husband's name which is a different last name than Ms. ******. If Ms. ****** can confirm the name the move is under I will review and respond to her complaint.


Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

11 Customer Reviews on Arpin Group, Inc.
Positive Experience (0 reviews)
Fusion Chart
Fusion Chart