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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.

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Reason for Rating

BBB rating is based on 16 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 43 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

43 complaints closed with BBB in last 3 years | 14 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 1
Delivery Issues 16
Guarantee/Warranty Issues 0
Problems with Product/Service 26
Total Closed Complaints 43

Customer Reviews Summary Read customer reviews

6 Customer Reviews on Arpin Group Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 6
Total Customer Reviews 6

Additional Information

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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
The license number is 049922.

Type of Entity

Corporation

Business Management
Mr. David Arpin, President and CEO Mr. Joe Kubiskey, Director of Customer Service Ms. Kathleen Frazier, Director, Agency Communications & Events
Contact Information
Principal: Mr. David Arpin, President and CEO
Principal: Mr. Joe Kubiskey, 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
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Alternate Business Names
Arpin International Group Arpin Van Lines
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

  • 99 James P. Murphy Highway

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

  • PO Box 1302

    E Greenwich, RI 02818

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Types of Complaints Handled by BBB

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  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (800) 343-3500(Phone)
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Additional Email Addresses

  • - Communication/Mass Email
  • - eQuote
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Complaint Detail(s)

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

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

8/19/2014 Problems with Product/Service
8/16/2014 Delivery Issues | Read Complaint Details
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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 carol 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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2014 Problems with Product/Service
7/22/2014 Problems with Product/Service
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
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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 Presto 6 qt 50.00 Rice Cooker 10 cup 30.21 Simply Celphalon 12”jumbo fryer 48.43 Simply Celphalon 10 piece set 199.95 Stainless steel mixing bowls set 26.05 Oxo salad spinner 29.95 Microwave cover 7.00 Yoga blocks 12.80 Oxo 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 Amazon.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 #10093484. 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 Lange 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 Lange'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, ********* ****** ** ***  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/27/2013 Problems with Product/Service
9/11/2013 Delivery Issues | Read Complaint Details
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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. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

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

***** *****

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

Complaint: During my move, Arpin lost approximately $700 in household goods. When I disputed their denial of my claim, they offerred me $60 "in the spirit of good comprimise", to quote one of their responses. Unfortunately, I cannot replace the goods they lost, 2 bicycles and a steam cleaner, with $60. They have denied liability due to the fact that the household goods were delivered to a storage facility. I was never made aware that they would not be liable for any loss/damage to my items because they were delivered to a storage facility. This was not stated in the contract we signed with them. I have made multiple requests for Arpin to provide documentation indicating that I was made aware of this fact. To date, they have not responded. Arpin also misdelivered two items that are not ours. I've made multiple attempts to contact Arpin regarding these items. Their response to date has been that they will have someone pick the items up from my residence. I have made multiple requests from Arpin regarding the liability and contractual agreement, on both their part and mine, with regard to how pickup of these items is to be coordinated and executed. Obviously, since these items do not belong to me and I was not responsible for transporting them to the storage unit where they are now located, I want a very clear understanding of the terms under which I am to assist Arpin in recovering the items that they mis-delivered to me. In spite of multiple requests for this information, to date no response has been received. The various documents Arpin sent to me in response to my claim for loss of household goods and subsequent follow up inquiries are either 1) handwritten and illegible; 2) incomplete; and/or 3) inaccurate. For example, two of the documents they provided indicated two different delivery dates. I have made multiple requests for them to confirm what the correct delivery date was, and have also asked them how I am to trust the validity of any of the documentation they provided given the obvious inconsistencies I have found thus far. There is much more to my grievance with Arpin Van Lines, and I can provide copies of my e-mail communications with them upon the BBB's request. I regret selecting Arpin to move my belongings and would not recommend them to anyone who is looking for a moving company. In my dealings with them, they have demonstrated unprofessionalism and a lack of responsiveness. I hope that any consumer who reads this will think twice before selecting Arpin Van Lines. I do not want any other consumers to have to deal with the frustration of having your personal belongings lost and then dealing with a company who has such a flippant attitude toward customer service.

Desired Settlement: I have 3 desired outcomes: 1) I want to help other consumers make an educated and informed decision on the moving company they hire 2) I would like to Arpin to provide a thorough response on the points addressed in the e-mail I sent to them on June 12, 2013 (copy can be provided to BBB upon request), as well as any future inquiries I might have relative to my contractual agreement with them 3) I would like Arpin to reconsider their monetary obligation to remediate my loss based on the points made in the e-mail referenced in #2 above

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 10, 2013 my belongings were packed and loaded by 5 Star Moving and Storage in conjunction with Arpin Van Lines from 1650 Needham Ct in Colorado Springs. According to the contract I signed with the company, these belongings were to be delivered to me in *******, TX between 5/14/2013 and 6/15/2013. In the dates leading up to my scheduled delivery date, there were no updates on the status of my items, nor were there any indications that my delivery would not be made on time. On June 15, 2013 I called to inquire as to why my furniture had not been delivered and was told by the person I spoke to that he did not know. The following day I emailed ****** ******** of 5 Star Moving & Storage to further inquire about my failed delivery, but when she failed to reply to my email the following business day I took it upon myself to call her. She informed me that my things were still in storage and that it had been decided that they would be freighted to me instead of driven. When I asked why I was not informed of this change, I was not given a direct answer. When i inquired about some form of compensation for the companies breach of contract, I was referred to the Rhode Island office of Arpin Van Lines. The gentleman there basically told me that even though they failed to meet their portion of they contract, I was still legally obligated to pay them the full amount for their services because my load it below the 4000 lbs weight limit for compensation. This 4000 lbs weight limit was never mentioned to me in the contract, nor was it mentioned that if the company breached the contract, the customer could do no more than to grit and bear it. It is now the 24th of June I have yet to receive my belongings, nor have I been given any updates on the status of my belongings. This is the worst experience I have had with a move in my life, and I have moved many times being in the Army. The behavior of these companies are deplorable and the idea of having to pay nearly $1600 for a broken contract and horrible service is appalling.

Desired Settlement: At the very least, I would like for the company to compensate me for the extra time I have had to be without my belongs. $75 for each additional day is more than fair.

Business Response: I apologize for the delay in responding, but I never received the original complaint filed on 6/24. Our records show that we have delivered Ms. *******’ shipment on 6/29. We are very sorry for the issues we encountered with driver assignments that resulted in the delay. I had conversations with Ms. ******* regarding a delay claim for late delivery. Federal law requires interstate van lines operate under a tariff defining their rates and policies. The van line cannot rebate any portion of the legal charges for a move. In the event of a delay van lines must follow their tariff for delay claims. I have attached copies of the federal tariff law and our tariff policy for delay claims. In her BBB complaint, Ms. ******* requested that we compensate her for the delay. Her request is not a legal option since it would be considered a rebate.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A month and a half before we moved, we contacted Arpin Van lines for our move from PA to AZ on 5/31/13. May 31st came and they came to pick up our furniture. Today is now June 10, and our furniture is still sitting in a warehouse in PA and not been picked up yet. Our contract was delivery from 6/4 up to 6/13. They are saying now that we will not get our furniture till after 6/18/13. We are sleeping on an air mattress. We start jobs on 6/17 and will not have no clothes for the new jobs. I have contacted Stinelli Brothes, the company in PA that is affiliated with Arpin Van Lines and they advised me that our furniture will now be delivered by 6/18. I told him it wasn't acceptable, it was a breach of contract. He advised me to contact Arpin Van Lines directly. I spoke with the Customer Service Manager and all he told me was Im Sorry and Unfortunately. No help at all. I am very upset with the service we have received. They have hijacked our furniture and when they seem fit to deliver it, then they will.

Desired Settlement: With a Breach of Contract, I will not be paying the price that was told to us. The total price of the move is 3664.86. Not happy at all.

Business Response: Due to this being peak moving season, our operation department encountered issues finding an available driver for Mr. *******'s shipment. We were not holding Mr. *******'s shipment hostage. Since filing his BBB complaint we have assigned a driver, and our COO has persoanlly reached out to Mr. ******* with the status updated information.

I have attched the federal law regarding carrier tariffs, the penalties for violating this law, and our tariff policy for delay claims. I have also emailed Mr. ******* the same information, so he is aware of the legal parameters that I have to operate under regarding his delay claim. Mr. ******* is requesting a redusction in the charges for his move. As you can see by the attached information rebating any portion of the legal charges is not a legal option.
 

Consumer Response: sent via email 06/13/2013 ******* ****** ******* - info@boston.bbb.org - Better Business Bureau Mail                

Good Evening,
I would like this complaint to be reopen.  They lied to the complaint.  I called the company today and they still do not have a driver for my load.  I called ABC 6 News in Providence RI to see if i can get some help in the Investigating Reporting department.  I also filed a complaint with the AMSA and http://www.riag.ri.gov/civil/consumer.  I tried to contact Mr. ***** today thru phone and email and have not heard back from him.  I left him a voice-mail with name and phone # and sent him an email early this morning and did not her back.  Once i hear back from Arpin,  I will then close the file,  Please keep this open.  Thank you so much and have a great day.  If you need to contact me,  please call me at ************.  Again,  Thank you so much.

After getting no response from Arpin on a daily basis. I sent an email to Mr.* ******* advising that i filed an complaint with the BBB, Attorney General, and Move Rescue.  I also advised him that legal action was coming.    I did receive a call from **** ***** COO Arpin Van Lines.  And he guarantees that my shipment will be picked up sometime this week and delivered next week.   He is totally aware and advised  that it was their fault in not delivering my belongings. He did notice that i signed my agreement 2 months before shipment was to be picked up.  As in for compensation. Mr. ***** and I will be in discussion this week about my furniture being delivered.  Very nice guy.  I thanked him for finally getting some answers.  Mr. ***** and I are in discussion about compensation.   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.

Business Response: Operations has advised me that the current ETA for Mr. *******’s shipment is Friday 6/21. Depending on what time the driver arrives in AZ delivery to residence will be either late tomorrow or Saturday. We have contacted Mr. ******* with this information.

Consumer Response: I am still not happy that it took a week later then my guaranteed Delivery date but i am very happy to be getting my furniture finally.  Some of their coworkers were very hard to work with but the Upper Management was very nice and got things moving along.  Thank you for doing that for us.  Now we will not have to sleep on the floor and an air-mattress for about 3 weeks. 

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.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

1/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1/03/12 TO: Better Business Bureaus of Illinois and Rhode Island RE: Formal Complaint involving cross-country move with Arpin Van Lines, represented locally by Wm. Meyers Movers, Itasca, IL

I am writing to file a formal complaint against Arpin Van Lines, based in East Greenwich, RI and their agent Wm. Meyers Movers located in Itasca, Illinois. I have moved across state lines, using professional movers, on 6 occasions in the last 14 years using Arpin Van Lines to move me 3 of the last 4 times. I have never encountered the unethical and blatantly fraudulent practices as I experienced in this last move by both the agent as well as the driver representing Arpin. Unethical Practices – Wm. Meyers Movers:

The beginning of October, 2012, I contacted the closest Arpin representative - Wm. Meyers Movers – to begin discussions regarding a move from *******, IL to *******, CA. I spoke to ***** ***** on several occasions but worked primarily with *****, one of their sale representatives. I had moved from ******* to ******* 2 years prior in 2010 using Arpin and a WA state agent, so I asked ***** to provide a quick estimate based on the final weight and carton count of the ******* move, adding in a recliner couch and dining table with 6 chairs to the previous weight. The 2-year-old final weight had been 4400 pounds and the final cost was around $5800. Identical to my recent ******* move, *****’s estimate from ******* to ******* was to include both packing and transport with a shuttle on the ******* end. ***** originally provided an outrageous estimate with every conceivable add-in charge and a grossly inflated weight totaling over $8000. After removal of several up-charges and a reduction in weight at my request, he provided a $7100 estimate. We agreed on a packing date and truck pick-up date. ***** came to my condo to perform the walk-though inspection for a formal estimate. At that time, he asked to look at my driver’s license, noted my age (**) yet never offered me the “senior” discount offered and advertised by Arpin for those over 50 years of age. I was completely unaware, at the time, the discount was an option. Unethical Practices – Arpin Van Lines:

On November 8th, 2012, two employees from Wm. Meyers Movers (*** and *****) came to my home and packed the entirety of the condo. ***** smoked and took frequent breaks to go outside and smoke. The following day, November 9th, Arpin sent 3 individuals to load the truck. The assigned driver (*****- not the same as the agent) was one of these 3 individuals and he not only helped load but also performed the inventory. The load took longer than expected and the crew was in a hurry to leave. I signed the inventory sheets quickly so they could be on their way. However, after ***** and the crew left, I carefully examined the inventory sheets and noticed that every piece of furniture was marked as damaged in multiple ways even though the leather couch and dining table and chairs were only a year old and completely undamaged. Among the numerous inaccuracies: Scratches were indicated on a table leaf that was still in its original wrap and never used. ***** never unwrapped the table leaf to examine it. He also documented that the rug, which had been rolled by the packers the previous day and was never inspected by him, was “heavily soiled and worn” – none of which is true. (See itemized list below.) I called *****, the agent, that night to voice my concerns. He told me it was not their problem and I should contact the driver. Fraudulent Billing – Wm. Meyers Movers: During my trip across the country, ***** (agent) sent a final estimate/invoice from Wm. Meyers Movers via email. This invoice had up-charges added back into it, the weight was very high and the carton count seemed quite elevated. I called and spoke to ***** and, after I specifically challenged the accuracy of the weight, he indicated he might have the weight incorrect. It was significantly higher than the actual weight. After this phone call, I then compared the inventory sheets – item by item - against the charged cartons on the invoice and there were additional cartons charged that were not on the inventory sheet. I emailed ***** again to make several corrections, including carton count and removing up-charges that had again appeared on the charges. I also asked to see the final invoice so that I could forward it to my employer, who was paying a portion, which I never received. Poor Communication Impacting my Employment – Arpin Van Lines and Wm. Meyers Movers • ***** (agent) had insisted on obtaining my credit card information to charges the amount exceeding what the employer was paying.

Because I had yet to see a final corrected and accurate invoice, I instructed him NOT to charge my card until the drop occurred and the driver presented the final invoice. Against my wishes and without a final and accurate invoice, my card was charged. • My scheduled delivery date in ******* was 11/21 but was actually dropped on 11/22. I received a call from *****, the driver, indicating he would be at the condo at 10am on the 22nd. I also received a call from an Arpin representative indicating the truck would arrive between 8-10am but I stated I had heard directly from the driver that he would arrive at 10am. Based on the information from the driver, I scheduled my pre-employment appointment with my new employer. I was about to leave to townhouse on 11/22 at 7:20 to make my appointment at 8 when I received a call from one of the delivery personnel telling me they would be at the townhouse in about 20-30 minutes. I called ***** and he confirmed the earlier time (prior to 8) and that “they had started them early on that day”. I asked him why he had not called to alert me of the change. He did not answer. Due to Arpin’s poor communication, I missed my appointment with my employer that day and had to reschedule which threatened to delay my start date. • On the date of delivery, November 22nd, ***** (driver) showed up with yet another incorrect and inflated invoice that he wanted me to sign. I refused and called Arpin. During that call, I also informed Arpin that their representative, Wm. Meyers Movers, had continued to include upcharges on their invoices (example - $100 for plasma pack on the TV which was not packed according to spec. but was packed in a mirror pack.) I informed Arpin that I had contacted and left 3 messages during the 3 days prior to delivery to address this charge and to credit my card and that noone from Wm. Meyers Movers had responded. Arpin then contacted Wm. Meyers Movers on my behalf to help resolve this issue. Fraudulent and Reckless Practices, Damage to Personal Property and Excessive Packing to Inflate Charges: Arpin and Wm. Meyers Movers: During delivery on the 22nd and then later in unpacking boxes, I encounter excessive damage to furniture and gross over pack of boxes with paper and waste to increase the carton count. I also had garbage in my boxes including the plastic box bands, heavy plastic wrap from the paper bundles, and a ******** cigarette box! I do not smoke nor does anyone besides the packer, *****, who was associated with this move. Examples of box pack excesses: a small cloth (9”x 9”) table lampshade was placed in a 3.0 carton, by itself, with an abundance of paper; shoes were boxed instead of being placed in the bottom of the wardrobe boxes as I had requested, small bathroom items were packed in 3.0 cartons with excessive paper. All boxes except the dish boxes were filled with an abundance of paper with non-fragile items. I have pictures as support. The damage to furniture is listed below and a claim has been filed with Arpin. To summarize: I am a very experienced cross-country mover. I indicated this to *****, the agent, when the home inspection was performed in October. We discussed my numerous moves at length. Wm. Meyers Movers and Arpin representatives proceeded to engage in unethical and fraudulent practices in packing, inventory documentation and billing, compounded by exceedingly poor communication during the entire move.

Acceptable Resolution: 1. Monetary refund of the following: • The amount that would be represented by the Senior discount offered by Arpin • 20% of the amount of the total move reimbursed to the employer, ********** Hospital of LA, to compensate for the time and effort to hold Wm. Meyers Movers for fraudulent packing to increase weight and carton counts and for the time invested in holding the agent accountable for correctly billing this move. • Full reimbursement, paid to me, for the personal property damage claim submitted to Arpin. Full replacement value insurance with zero deductible was purchased and I expect it to be honored. 2. A final bill provided to me showing the final amount billed for the move as well as the amount billed to my employer, Children’s Hospital of LA. 3. A reduced rating by the BBB for both Wm. Meyers Movers 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. Cc: Arpin Van Lines, aka Arpin Group, East Greenwich, RI Wm. Meyers Movers, Itasca, IL

Addendum A: Listing of damaged furniture Addendum B: Listing of issues with Arpin Van Lines Addendum C: Listing of issues with Wm. Meyers Movers Addendum A: Personal Property Damages upon Arrival – all reviewed with driver upon delivery unless indicated. Claim for full replacement value submitted. Documents available to support current replacement values. • Leather recliner couch – 1 year old, mint condition; rarely never used: rip on left side – When delivered in *******, driver ***** indicated this tear had occurred when couch was taken down steps in *******, however, no one notified me of this in *******. ***** documented that the couch was “rubbed and worn” which was inaccurate and addressed with him at delivery. A tear was not documented. • Bar Height Wood Dining Table – 1 year old, mint condition: scratched on base and chipped on one leg. ***** did not deny falsifying inventory sheet on this item. • Brass Floor Lamp: base completely broken – unusable • Wood and Glass Couch Table: broken leg – completely disconnected from table on the top side bent outward. This damage was not noted on the inventory sheet. • Iron Plant Stand with Mosaic Tile Top: broken tiles on top – this item was knocked over by movers on patio but they placed a box on top so did not notice damage until after driver left. This item was not damaged prior to the move nor was damage to the tile noted on the inventory sheet at pick-up. • Metal Fireplace Tool Stand: Stand no longer remains upright with tools in place. The frame has been bent and cannot stand solidly on its own holding the tools.

Addendum B: Itemization of issues with Arpin Van Lines and their driver representative, *****. 1. Falsifying condition of personal property on inventory sheet - discussed with driver upon delivery, nothing denied by driver. Falsifying inventory condition is apparently common practice according to Arpin’s insurance claims representative who came to my home to assess damage. Falsified documentation includes but is not limited to: • Area rug – marked as heavily soiled and worn – completely inaccurate (pictures available). This rug was rolled the day prior to the driver seeing it or taking inventory and he never examined it. • Dining Table and all 6 chairs – marked as scratched: table on top and base; chairs with indicated damage to both wood and cloth seats – completely accurate (pictures available) • Leather couch – inventoried as rubbed and worn – completely inaccurate (pictures available) 2. Miscommunicating arrival time for delivery on the 22nd, jeopardizing my start date with my new employer. 3. Not communicating damage to personal property at the time the damage occurred. 4. Attempting to hide damage to personal property by placing items in front of, or on, the damaged item. 5. Untagged and/or missing items at the end of the unload process. It took an additional 1.5 hours to complete the full inventory assessment due to numerous missing tags and an un-located item finally “found still inside the truck”.

Addendum C: Itemization of issues with Wm. Meyers Movers, Itasca, IL and their representative, *****. 1. Numerous incorrect invoices presented to me via email and on the day of delivery with erroneous and/or declined charges which included repeatedly declined services, including but not limited to: • Plasma pack and unpack - $100 for pack, $40 for unpack. TV was not plasma packed. Pictures available to support. • Parking permit fee of $75 needed only if alley access was unavailable and truck was to be loaded on the street. I informed Wm. Meyers Movers 2 weeks prior to the loading date that alley access was preferred and to be used therefore no parking permit required. Fee still appeared on final invoice. • Debris pick-up – this service was repeatedly refused but still kept appearing on random versions of the invoice. • Unpack services – repeatedly refused 2. Not providing the advertised senior (over 50) discount. I was unaware of this discount, however, it is advertised on their website and I clearly qualified for it. ***** knew this as he checked my ID (driver’s license) at the initial walk-through. 3. Numerous attempts by ***** and Wm. Meyers Movers to fraudulently escalate charges for my move, including but not limited to: • Overstated final weight by 500 pounds, corrected only because I caught it, challenged it and insisted on seeing the tear sheets. • Overstated packing charges for number of cartons packed. Changed only after I audited inventory sheets against the invoice and challenged the count. • Charging for services not provided - See Item 1, Bullet 1 and 2 above. • Allowing/encouraging over packing by their employees, including but not limited to: i. Placing a few and/or a single small unbreakable object(s) in large 3.0 containers with excess paper. ii. Not placing 35 pairs of shoes and boots in the bottom of the wardrobes as I explicitly requested. By packing my footwear in 2 large boxes rather than in 1 or 2 of the 5 wardrobes (done on every single prior move) increased the carton count to be billed. iii. Placing garbage – numerous plastic box bands, numerous sheets of heavy plastic wrap for the paper bundles, empty cigarette box in a linen box (!) to increase weight. iv. Standard dishes each wrapped in 6-8 sheets of packing paper instead of the normal 1-2 to increase weight and carton count. 4. Failure to present me with a final invoice for approval as requested. Wm. Meyers Movers sent an invoice directly to **** without my approval. 5. Charging my credit card without authorization prior to delivery and prior to resolution of charges under dispute. I explicitly stated my card was not authorized to be charged until date of delivery due to inaccurate invoicing. I have never paid the mover in full until the date of delivery. Wm. Meyers Movers did not heed this request, charged my card without authorization and then, subsequently refused to respond to my requests for credit of the unauthorized charge for the plasma pack.

Desired Settlement: Acceptable Resolution: 1. Monetary refund of the following: • The amount that would be represented by the Senior discount offered by Arpin • 20% of the amount of the total move reimbursed to the employer, Children’s Hospital of LA, to compensate for the time and effort to hold Wm. Meyers Movers for fraudulent packing to increase weight and carton counts and for the time invested in holding the agent accountable for correctly billing this move. • Full reimbursement, paid to me, for the personal property damage claim submitted to Arpin. Full replacement value insurance with zero deductible was purchased and I expect it to be honored. 2. A final bill provided to me showing the final amount billed for the move as well as the amount billed to my employer, ********** Hospital of LA. 3. A reduced rating by the BBB for both Wm. Meyers Movers 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.

Business Response: Based on issues regarding our 50+ discount, and the final billing for her move Ms. ****** asked that we rebate a portion of the final charges for her move. She also requested full reimbursement for her damage claim.

The only specific discount we offer in our 50+ program is for valuation (loss/damage coverage). Although we have reduced rates, the options for 50+ valuation coverage are far more limited than our standard valuation options. Information regarding our 50+ program is part of our pre-move packet.

Federal law requires that carriers collect all legal tariff charges for all moves. Offering to rebate any portion of the tariff charges for any move is not legal option. Although we apologize for any confusion that may have arisen during the course of determining the final billing for Ms. ******’s move, rebating any portion of the tariff charges for her move is not a legal option. Since we were authorized to bill Ms. ******’s company for this move she would need to request any billing information from her company.

We currently have an open claim for Ms. ******. We will proceed to process her claim in accordance with our standard claim procedures.

Consumer Response:

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.

Arpin's Senior Discount (50+) offered on their website states a 30% discount on a full replacement value coverage, zero deductible insurance. I was charged $375 for a full replacement value coverage, zero deductible insurance. 30% of this charge is $112.50. There is no indication of differentiation in coverages both entitled "full replacement value coverage, no deductible".

As part of the Senior discount, Arpin also advertises a " mini-package" of complimentary cartons - 1 wardrobe, 1 Dishpack, 5 book boxes, 5 medium cartons, 1 roll tape. The charges for these cartons should be credited back to the employer.

It has been 56 days since my debacle with Arpin and I have yet to receive a settlement. I have received 2 letters each delaying an additional 30 days to resolve my claim. It is very straight-forward, covered by "Full replacement value, zero deductible" insurance.  

Business Response: I have attached copies our website and tariff policies for our 50+ program. As I said previously, our pre-move information includes full details regarding our 50+ program.

Ms. ****** contracted a level of valuation that is not an option under our 50+ program. Our tariff cost for packing includes both the carton and packing labor. We do not have a separate cost for cartons only. As you can see the website states that "upon request" we will provide the free cartons. If Ms. ****** had requested the free cartons for self-packing prior to the move we would have been happy to provide them. I do not have the legal option to meet Ms. ******'s request for valuation and cartons rebates.

Records show that we sent Ms. ****** a check on 1/15 to settle her claim.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/30/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I contracted Arpin/Meyers moving in August 2012 to move my family from *******, IL. on the 29th of the month. My belongings arrived on the 14th of September. On the 18th of September I became aware of a piece of furniture that was missing . This was a DVD storage unit that looked like a 1960's era gas pump. It also contained numerous DVD's and video games. I reported this to the sales consultant with Arpin in Illinois and to the dispatcher for the moving truck. However, I received no response and my wife and I had to repeat those calls. The items were never located nor was there ever any type of comunnication with Arpin about the loss until I sent in a questionnaire about the problem. It was then I was contacted via e-mail, US Mail and phone about filing a claim. A claim was then submitted to Arpin and loss estimated at five hundred dollars. Arpin representatives have denied the claim and confirm that the storage unit and contents are indeed lost. I did sign an insurance form with a thousand dollar deductable. However, this item was not damaged nor involved in an accident as can be determined at this date. It has disappeared into a void of some sort in the system. Possibly stolen. There has to be a limited amount of places in the Arpin system that a piece this distinctive could be.

Desired Settlement: I firmily believe that I should receive replacement compensation for the loss due to the circumstances involved here and the way this was handled by Arpin.

Business Response: In response to our customer's complaint, we offer the following - two months after delivery our customer notified the van lines of a missing DVD rack that resembled a retro gas pump. Our office conducted a complete trace with negative results, the customer was notified and claim forms were sent out; completed by our customer and received. After having conducted a complete trace with all parties involved and reviewing all shipping documents, we found that our customer did not take any exceptions to the missing DVD rack and that all items tendered to us and listed on the inventory were checked off and signed for by our customer at delivery. In regards to the missing DVD/Video games alleged to have been contained within this item, the inventory does not support that anything was packed in this rack. In addition, we cannot find anything in our file that supports our customer's statement that we confimed the item was missing. Based upon the documents in our file, the adjuster correctly denied the liability for the claim presented.

The adjuster has responded to our customer a second time outlining the basis for our denial and has provided our customer with a second arbitration brochure. We do participate in a Federally mandated arbitration progranm and would suggest that if our customer does not agree with our denial that he should review the brochure and file for arbitartion.

We regret that our review our our customer's complaint could not be more favorable and agree with the adjuster denial. Thank you for the opportunity to respond.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/11/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Everything was loaded from old house to new but we did not receive our playstation 3 system or our xbox and kinect system and 2 of the xbox kinect games. I called the company and the manager or owner said he remember them being loaded and said I would need to file a claim. This was done back in may 2012 but called numerous times and was told nothing was on file. Called again and spoke with manager/owner and was told claim was received and denied bc there was no proof it was on the truck. When I pointed out he was the one that said he remembered it being loaded he said that he did remember that but he couldn't say that that's what was in the boxes so the claim was denied and there was nothing I could do about it.

Desired Settlement: I would like the systems and games replaced or the money to have them replaced.

Business Response: I could not find this customer's name in our system. On Wednesday (11/28) I left a message on a machine at the number listed on the complaint, but to date the customer has not returned my call. I cannot begin to look into this matter until I am able to confirm additional information with the customer.  My number is:    1-800-343-3500  X****     (M-F,  7AM-4PM)    

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/11/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: In December 2011, my husband and I contracted with Paul Arpin Van Lines to move us from Rhode Island to Arizona. We had taken out additional moving insurance that was sold to us through Paul Arpin Van Lines. When we arrived in Arizona and had an opportunity to examine our goods as they were being unloaded, we found significant damage to many of our belongings. In January 2012 we submitted the required claim forms with Paul Arpin Van Lines. On or about March 1, 2012, Paul Arpin Van Lines dispatched a local furniture repair/claims person, **** ***** of ********** *****, to photograph and substantiate the claim made. Mr. ***** assured us his written report would be at Arpins with a few days. We have been calling Paul Arpin for almost four months since the inspection waiting to have this matter resolved. First, it is incredibly difficult to reach a live person at Paul Arpin Van Lines by phone - And harder still to get them to return a call. When we finally did reach someone at Arpin, we were told the matter was being processed. Since then, we have been given every excuse imaginable for the delay. While we did add a recently discovered item to the list of damages, there is no reason we should have to wait, as of today, six months since the time of our move for resolution. We paid a lot of money for this additional insurance coverage, and we are not receiving anything but excuses for our claim. In retrospect, it was a very good idea, at least on paper, to obtain the additional coverage as the quality of service right from the beginning was horrendous. The movers that picked up our belongings in Rhode Island man-handled many of our possessions. The "packer" was equally responsible, breaking legs off of furniture, scuffing and scratching various other furnishing items, crushing boxes clearly marked as "fragile", and improperly wrapping other goods that were specifically requested to be wrapped for protection.

Desired Settlement: We would like an immediate settlement of our claim. Paul Arpin Van Lines has been dragging this matter since the beginning of March (at which time they received the damage report from their representative) with nothing but excuses concerning reasons for their delay. The last conversation I had with a ***** ******** who apparently handles such claims was that due to the significant level of damage, the claim needed to "go upstairs" for someone (presumably) to sign off on it.

Business Response:

This will acknowledge receipt of the above customer's complaint regarding a claim that was filed with Arpin Van Lines, Inc. and a response to the claim not being received. First, we wish to correct the misconception of our customer that they purchased insurance; our customer purchased a Tariff level of Carrier Liability, it was not insurance and no certificate of insurance was given to the customer. The valuation that was placed on the shipment was full value with a deductible that would be subtracted from the settlement made. We believe that their complaint filed on June 26 and our offer of settlement crossed in the mail. A settlement offer was made and mailed on June 22 to individual whose name was on the Bill of Lading, which is different from the individual who filed the complaint above. We would suggest that person speak with the individual who the offer was addressed and mailed to.  Thank you for the opportunity to respond. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently moved from Narragansett, RI to Atlanta, GA. A brand new dresser I purchased less than a year ago arrived to my new address with the top off the dresser gouged and scratched on both sides. I take excellent care of my belongings, and expected professional movers that I hired to take the same care. Also, the mover who arrived at my Atlanta address to unload my belongings was solo, and I had to help him mount my headboard to my bed frame; thus, resulting in me straining my back. I find this highly disgraceful and unacceptable, and I hope this is not common practice for this company. When I addressed these issues in my first email to the contacts I was dealing with, I received zero acknowledgement, or apology. The response I received was "fill out a claim form". I have been in sales for six years, and never would I handle a customer interaction like this. I filled out the claim form two weeks ago, and hadn't received a response. No one seemed to acknowledge, or apologize. I finally received a phone call from my follow up email that my claim was being processed. I told the individual I spoke with my frustrations, and the response I got was "I'll make a note of that". Still dissatisfied, I then googled to find the name of Arpin's Customer Care Director. I emailed her, and got a response right away. The response was that she was for National Accounts, and not Consumer level customers. She copied the consumer level Customer Care Director, and still no response. I understand not being able to respond to people right away, but a simple "I'll reach out to you within 24 hours" would suffice. Today, I received a call from a local Atlanta furniture repair company that Arpin "approves" of. How do I know that they will handle this situation professionally? I am so frustrated at this point, that I thought going to the BBB was my best solution. As you can see, I have dealt with subpar, and almost non-existent customer service. This is why I found it pertinent to bring it to your attention. Thank you so much in advance. Please feel free to contact me if you need any information or documentation.

Desired Settlement: I think that due to my frustrations, I should reimbursed for the charges incurred. Especially nice I had to assist the mover.

Business Response: I apologize for not responding to Ms. ****** sooner, but with the holiday, and being oeak moving season, I was waiting for a response from the service provider that handled Ms. ******'s move. The owner of the agency handled the loading alone so based on the size of Ms. ******'s move, and the traffic and driving logisitcs in the Atlanta area, the owner felt the driver could also handle the delivery alone. We are very sorry the driver let Ms. ****** assist in mounting the headboard. I advised the agency owner to sanction his driver, who is his employee, not an Arpin employee, in this matter.

Our claim department is currently processing Ms. ******'s claim. They will resolve her claim in conjunction with standard operating procedure for claim processing.

I have attached a copy of the federal tariff that states that carriers cannot rebate any portion of the legal charges for any move. We are very sorry that ms. ****** felt her move did not meet normal Arpin standards, but I do not have legal option to meet her request that we refund the cost of her move.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/18/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I started looking into moving companies when I found out I would be moving from Minnesota to Arizona for Graduate school. When I was booking my move through the Arpin Van Lines agent *** ******, I was guaranteed that all of my belongings would be at my new address no later than August 27th, 2012, just in time for the start of school. My items were picked up on August 14th, 2012. As it got closer to August 27th, I wondered where my belongings were and when they would be delivered. I called several times and was told that my belongings were still in Minnesota. I grew worried that it would not make it to Arizona on time, but no one seemed to care. I was told that I would receive a call when my belongings left Minnesota. After several days of not hearing anything, I called again. I was told that my belongings were no longer going to be delivered by the GUARANTEED date, but instead would be delivered on September 1st. I was livid. I spent hours on the phone calling people from all different departments about my belongings and was told several times "that is just the way it is". I was also told "95% of our deliveries are on time so too bad for me". I do not care if 95% of the companies deliveries are on time. Mine was not. So, I called again the next day. This time I was told that my belongings would not be delivered until September 5th and that is just the way it is. The truck had stopped in Missouri to pick up two more loads and those would be delivered to California BEFORE my belongings were delivered. I am not sure how someone can receive their delivery before me when their items were picked up 10 days after mine, especially when it is way past my GUARANTEED delivery date. After calling, calling,and calling some more, I was told that I would be receiving my belongings on August 31st, which was 5 days after my GUARANTEED delivery date. On August 31st I received a call from the Arpin driver stating that he was about 45 minutes out. When I told him that I would have to let him in the gate he said "I hope my truck fits". Being still half asleep I hung up. I called the driver back and asked him what he meant by "I hope my truck fits. That is when he told me that he was driving a semi. I payed Arpin EXTRA to have a shuttle for my belongings because I knew a semi would not make it through the gate. The driver called Arpin and then called me back and said my belongings would no longer be delivered on August 31st, but on September 1st due to the fact that they needed to get a shuttle truck and more labor. This is EXACTLY why I had paid EXTRA in advance for a shuttle. Working with this company has been a nightmare. To make matters worse, one of the bowls I had received as a wedding gift was broken. It was wrapped in protective styrofoam and placed in a box with bubble wrap that had FRAGILE written on all sides of the box in large, dark, bold lettering. The box was mangled (as the driver saw). The driver told me to call about it and to tell the company to call him if they have any questions, so I did. I am still waiting to hear back. On the same note, all of the boxes that contained breakables were labelled FRAGILE. Yet, somehow most of the boxes were mangled and many of the FRAGILE ones were placed underneath other heavy boxes, which caused them to give.

Desired Settlement: There are several things I would like Arpin to do. First and foremost, I would like a written letter of apology from the head of the company for all of the troubles I have endured and for the mistreatment of my belongings. Secondly, I would like my bowl replaced. Lastly, I would like some sort of billing adjustment/refund. I paid for a service in which I was GUARANTEED delivery by a certain date and I also paid hundreds of dollars for a shuttle truck in advance. Neither of these services were provided in an appropriate manner.

Business Response: We are very sorry that we encountered operational issues on *** ********** move. I spoke to *** ******** on 8/23, and at that time I advised *** ******** that federal law requires van lines operate under a tariff that defines their rates and policies. The law states that van lines must collect the legal tariff charges for all move, and they cannot rebate any portion of the legal tariff charges. Our tariff policy for delay claim requires a 4000 pound minimum billing weight, and tehn we limit delay claims to hotel and restaurant expenses based on receipts for those services. We cannot reduce or refund any portion of the legal tariff charges to resolve any type of claim. I have attached copies of the federal tariff law, and our tariff policy for delay claims. I am not in the claim department, but I handle all delay claims in our private residential division.

Records show *** ******** has not filed a cargo (loss/damage) claim on her move. She would need to contact our claim department at
************** if she wants to file a cargo claim. Once again, like a delay claim, we do not have the legal option to resolve her cargo claim by rebating any portion of the legal tariff charges for her move.

Once again, we are very sorry for the issues that occurred on *** ********** move. I have logged her complaints into a permanent database that we use as a tool in assessing our service providers, including our operations department. However, as I said I do not the legal option to rebate the $100 she requested.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/31/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A chandelier crated by Arpin or its Agents and fully insured was reported as damaged after inspecting their tip-and-tell sensors shortly after arrival. In reporting the claim through formal process, Arpin assured me verbally over
the phone they would dispatch someone to unpack and inspect said chandelier to ensure it was not damaged. Furthermore, the inspector who inspected our reported furniture damage (but not the chandelier) also verbally communicated that a specialist would be dispatched to inspect said chandelier the following week. After multiple calls and written communications requesting said inspection, Arpin delivered a written letter stating they would not provide the inspection originally agreed (twice).

Desired Settlement: Chandelier inspected to ensure no damage occurred during move or as a result of inadequate Arpin packing. If damaged, repair a/o full replacement as committed and requested under contractual terms.

Business Response: In response to customer complaint regarding the denial of chandlier a review of the claim was made. We find that crating was requested and paid for by the customer but uncrating was not requested or paid for. Based on this, it would not be our responsiblity to hire a 3rd party service to uncrate this. In regards to the denial of the chandlier this was based on the fact that at the time of delivery the "Tiltwatch Label" was not noted as being red and activiated and all items and cartons were signed for as received by the customer and there isn't any evidence that the crate was tilted while in our possession. In light of these facts and the chandlier was not uncrated to determine any damage, we rightfully denied liability.  

We do participated in a Federally mandated arbitration program and our customer was provided with the Arbitration Brochure. We appreciate the opportunity to respond to this complaint. Thank you.














BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/15/2012 Delivery Issues | Complaint Details Unavailable
8/15/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On February 21, 2012 the company loaded my items onto their truck. They rushed us through it. We asked if they could come back the next day. They said absolutely not. They rushed and rushed. Upon leaving they gave me a list of items on the truck that was TOTALLY illegible. I told them that someone else would mee them at the apt. in Florida. The truck was in storage for awhile. It arrived at Plantation Florida on March 9, 2012. I didn't arrive there until the middle of April. When I opened the boxes and put thing away I noticed that four ( 4 ) items were missing. They were a bronze statue, a Tea cart and two ( 2 ) tapestties. I called to put in a claim. They sent me papers to fill out. I did all that . Never heard anything from them again. I called and the manager and the owner said it isn't on the list ( that was done deliberately and deliberately scribbled so that I wouldn't know ). But, the driver said he remembers the pieces being on the truck. When I called back again about a week later the owner said that the driver doesn't remember anything. They are antique pieces and expenisve. All they could say to me was that maybe I sold them.

Desired Settlement: I want the items back in perfect condition or be reimbursed for them. The total is $8,000.00

Business Response:

In response to our customer's complaint regarding the denial of their claim for missing items, we offer the following. The customer filed a claim for missing items and provided us with no inventory numbers to show that the items that they later claimed to be missing were tendered to us at origin. In fact, one of the items that they claimed missing on the claim forms, they indicate that this item was not listed. A review our file shows that their HHG were picked up on February 21 and delivered to them in Florida on March 9. Our customer was not present for the delivery and after several phone calls between the driver and the customer, they designated the condo groundskeeper, ****** *****e, to check off the items listed on the inventory along with the driver's wife and to sign for the delivery of their HHG which he did. The documents in our file show that all items tendered to us at origin, were delivered, checked off and signed for by their designated agent, ****** *****e. Based on the information in our file, we find that the denial of the items claimed missing to be in order.

The customer has now filed for arbitration with AMSA and this carrier has agreed to arbitrate their claim. We appreciate the opportunity to respond. 

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 # ********

[If you are rejecting the business's response please enter your rejection comments here      The reasons he chccked off everything on the list was because the company deliverately left off the items mentioned.  The driver originally told us that he remembers THOSE items being there when the items were loaded onto the truck.  Then all of a sudden when we talked to the owner and/or manager he told us that driver doesn't remember ANY of the items.   VERY odd.   The items were there when the truck was loaded.   They NEVER arrived in Florida..]

Regards,

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

 

 

Business Response: In response to the customer statement, we find that there is no evidence to support their allegations. The inventory prepared at origin was signed by the customer and it is the customer's responsiblity to insure that all items to be shipped are listed on the inventory and prior to signing the origin documents that all items listed have been removed from the residence. Our file indicates that all items tendered at origin were listed on the inventory and signed for by the customer. At the destination residence, the inventory was checked off and signed for by their designated agent showing all items tendered to us at origin were received at destination. If the customer believes that a theft has occurred, then this should be pursued with the proper authorities and this carrier and its agent will cooperate with any investigation that is conducted. The customer was advised that we participate in a federally mandated arbitration program and the customer has requested to arbitrate and we have agreed. We are waiting for the customer to complete the arbitration forms. Again, we appreciate the opportunity to respond.

Consumer Response:

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 # ********

Regards,

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

      The driver of the truck AGREED with us that he REMEMBERS those items being put onto the truck.   Then after some time pssd  the owner and/or manager said the driver doesn't remember ANYTHING.   VERY odd!

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/3/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At the end of the month of June, 2012, our government contracted move was arranged from Fort Carson, CO to Fort Jackson, SC, with Arpin being our shipping agency. There were issues with the employees that were loading our household goods shortly after their arrival. The "movers" arrived, not in a standard delivery/pickup truck that had been used by all of our fellow military members in the neghbrohood, but in a rented ****** truck because, to quote the "head mover" they would not be able to bring an 18 wheeler into our complex, despite the fact it his done on a regular basis by other movers. Then, two of the movers decided to make a "slide" out of cardboard boxes to get our furniture and goods down to the first floor, they also left our goods exposed to the elements during the entire period, until they decided to load everything up once it was on teh ground floor. When it came time to move my spouses new desk, instead of attempting to take it apart or taking my spouses advice on how to move it downstairs, as we had moved it upstairs in teh exact way she described not more than two weeks prior, the decided to try and carry it down stairs, at an akward angle and with little support. When it came time to get the desk out our front door, one of their employees decided to twist the desk in order to make it fit, which caused a breakage in several parts. Instead of owning up to his mistake, the "mover" decided to simply label the broken desk as "desk pieces" on the invoice. On top of this, the more aggresive of the employees kept telling us it "did not matter" as teh desk was "particle board" and we would not be reimbursed for its damages. This same employee became very aggresive when the government spot inspector arrived to check on progress, hounding my spouse and I with questions not more than a minute after she departed. Fortunatly, when I contacted the government moving office and informed them of what was going on, the representative assured me it would be taken care of. After signing our documents and the "movers" departing, we thought everything was fine and we would see our household goods within 7-10 days. Bottom line up front: This “moving” company, Arpin Van Lines, damaged one of my antique desks, and completely broke a new one, and has refused to pay for all of the damages that their employees caused. At the end of the month of June, 2012, our government contracted move was arranged from Fort Carson, CO to Fort Jackson, SC, with Arpin being our shipping agency. There were issues with the employees that were loading our household goods shortly after their arrival. The "movers" arrived, not in a standard delivery/pickup truck that had been used by all of our fellow military members in the neighborhood, but in a rented ****** truck because, to quote the "head mover" they would not be able to bring an 18 wheeler into our complex, despite the fact it has done on a regular basis by other movers. Then, two of the movers decided to make a "slide" out of cardboard boxes to get our furniture and goods down to the first floor, they also left our goods exposed to the elements during the entire period, until they decided to load everything up once it was on the ground floor. When it came time to move my spouses new desk, instead of attempting to take it apart or taking my spouses advice on how to move it downstairs, as we had moved it upstairs in the exact way she described not more than two weeks prior, the decided to try and carry it down stairs, at an awkward angle and with little support. When it came time to get the desk out our front door, one of their employees decided to twist the desk in order to make it fit, which caused a breakage in several parts. Instead of owning up to his mistake, the "mover" decided to simply label the broken desk as "desk pieces" on the invoice. On top of this, the more aggressive of the employees kept telling us it "did not matter" as the desk was "particle board" and we would not be reimbursed for its damages. This same employee became very aggressive when the government spot inspector arrived to check on progress, hounding my spouse and me with questions not more than a minute after she departed. Fortunately, when I contacted the government moving office and informed them of what was going on, the representative assured me it would be taken care of. After signing our documents and the "movers" departing, we thought everything was fine and we would see our household goods within 7-10 days. Once our household goods arrived in South Carolina, we realized things would not go smoothly on the delivery end of the deal either. The same "head mover" was on the delivery end and, when we brought up the fact that he was holding half of our desk when it was broken, he immediately tried to settle the claim with us for less than $100 cash, though the other delivery driver immediately told him that was not possible, as they could not do it that way any longer and "it had to go through the system." As our goods were brought in, we saw that our antique, hand-carved wooden desk had been severely scratched by, what appeared to be, "movers" sliding boxes across the top of the desk. Luckily, we had pictures that showed no scratches at the time of pick-up, and were able to add them to our initial damage claim through the US Government. As it was brought up, my spouse discovered that shelves that were originally inside of another of our antique pieces of furniture, shelves that were originally supposed to be removed, wrapped and shipped in a separate box, had instead been jammed inside the desk, and were jammed into place. Luckily we were able to coax the pieces out, avoiding any unnecessary damage. Then we found that a key piece of that same desk was missing. The "head mover" had no idea what we were talking about refused to admit, initially, that it had been moved. Eventually he admitted that there were several items on our truck that belonged to another delivery, so it was possible that some of our stuff was on another truck which, is what turned out had happened. The final straw was during our claims process. When I filled out the damage/loss claim on the military’s moving website, I included pictures of all the damages, including all the pieces of the new desk that were broken as well as a copy of the receipt. However, due to the lack of integrity or the severely flawed investigations process of the “moving” companies claims office, our claim for the new, and broken, desk was denied, due to the fact that their “mover” failed to properly label it as being broken by him. As that claim has since been elevated to the military claims office for adjudication, I am hoping that everything will even out, and this “moving” company will be made to pay recompense for the damages they caused to my property.

Desired Settlement: While this company has promised to send a reimbursement for damages caused to my antique desk, they have refused to consider paying for the desk that their "movers" clearly broke. I would appreciate an apology for their shoddy worksmanship, as well as a reimbursement for the broken desk.

Business Response: Mr. *******, 

First of all let me apologize for the service failures that took place during the course of your move, they are unacceptable and the agent / driver involved will be dealt with accordingly. I have pulled up your claim in DPS and see that we settled one item and denied another. It appears that you have exercised your right to have that item transferred to the MCO (Military Claims Office) in order for them to settle that portion of the claim. With the item now being reviewed by the MCO, we the TSP, are unable to go back and reexamine the claim with the hope of coming to a settlement. The MCO will settle out with you on this item and then come back and collect the money from us.

If you have any further issues please feel free to e-mail me directly at....

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

Sincerely, 

***** ****
Vice President of 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/6/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contracted Arpin to do my coast to coast move from Hartford, CT to San Jose, CA. My household was packed up on June 6 and picked up on June 7. I was told verbally and in writing that my household would arrive no later than two weeks - June 21/June 22. It is June 21 today and my shipment has not yet arrived. In talking to Arpin, they noted that they can't find a driver and that my household is still sitting in a warehouse in CT. Furthermore, I've been told that there is nothing more they can do at this time. They can't tell me when my household will be picked up from the warehouse for shipping or when my household will be delivered. I tried to escalate, but was told there is no on to escalate to. I reached out to the President of Arpin as well as several VPs over LinkedIn without a response. I was told that Arpin would cover up to $150 a day for hotel and food combined. You can't find a decent hotel in Silicon Valley for under $100. My husband asked that they reduce the shipping costs or deduct the $150 from the shipping costs. They can't do so. We can't stay in a hotel because it's too expensive. We've been paying for an apartment since the beginning of June, but can't live in it. All I want is for Arpin to commit a driver and ship my household. Can you please help? Please! Arpin keeps telling me there's nothing they can do. How can no one be accountable for shipping my household. Had I known this, I would've contracted another moving company. Thanks!

Desired Settlement: Delivery of my household goods - undamaged - ASAP. Furthermore, I feel that I should not pay for the full shipping costs, given the hassle and inconvenience they've caused.

Business Response: As long as operations does not encounter anything unexpected with the currently assigned driver the plan is to load this customer's shipment on 6/28 with delivery sometime the following week. Our customer information center will be proactive in providing the customer with status updates.

The customer and I have discussed the legal parameters under which I can review their delay claim. The following are emails between myself and the customer regarding their delay claim:


From: *** ********
Sent: Friday, June 22, 2012 9:08 AM
To: '****************************
Subject: RE: **** ********* (PA12-55191)

Dear Mr. *********:

I have already sent you copies of the federal tariff law, and our tariff policy regarding delay claims. As you can see by the federal tariff law, I do not have the legal option to reduce or rebate any portion of the tariff charges for your move. Please refer to my previous email regarding my review of your delay claim. I will be fair as possible when I review the delay expense receipts you send me, but depending on the type of expense there may reductions and caps. The $150 per day tariff cap would only apply to hotel and restaurant expenses.

Operations has advised us that they currently plan on loading your shipment 6/28. As long as nothing unexpected occurs that disrupts the current plan your shipment would be one the last loads on a driver heading straight for the west coast and the ETA would be the week after. At this juncture since I am not normally involved in the status update function our registration department will be proactive in providing status updates.

Sincerely,
*** ********, CMC, CPM
Director of COD Services
Bus: ###-###-####
Fax: ###-###-####
Po Box 1302, East Greenwich, RI, 02818-0998
jkubiskey@arpin.com


From: *************************** [**********************************]
Sent: Thursday, June 21, 2012 5:08 PM
To: *** ********
Subject: Re: **** ********* (PA12-55191)

***,

Are we confirmed for pick up on the 28th of June ? What is the ETA of delivery? What else can you do to compensate for this major delay as we do not stay in a hotel and we do not dine in restaurants?( as the $150 a day would not cover this)

Please advise,

****


From: *** ********
Sent: Thursday, June 21, 2012 11:44 AM
To: '****************************
Subject: **** ********* (PA12-55191)


Dear Mr. *********:

Once again, we are very sorry for any scheduling issues that have occurred on your move. All my contact information is below. As you requested, I have attached a copy of the federal tariff law, and our tariff policy for delay claims.

I handle all delay claims. Delay claims do not go through our claim division. There is no delay claim form. All you need to do is send me an email stating we were late on your delivery, and attach your hotel and restaurant receipts. As I said in our telephone conversation, if the delay goes beyond 7 days I would consider any legitimate delay expenses. However, you would have verify these expenses by receipt, and I would be unable to approve supermarket shopping, or pro-rated rents or mortgages.

Sincerely,
*** ********, CMC, CPM
Director of COD Services
Bus: ###-###-####
Fax: ###-###-####
Po Box 1302, East Greenwich, RI, 02818-0998
*******************

Consumer Response:

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 note, this issues has not been resolved yet.  I was advised that my shipment will finally arrive on July 7... we'll see if it happens.  Also, there is still the issue of compensation.
 
Thanks.
******** *****

Regards,

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

 

 

Business Response: Our C.O.O. has been personally working with Ms ***** regarding status updates on her shipment. He will also be working with the customer regarding any compensatory issues.

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/3/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased full coverage insurance on my interstate move from Florida to California. Significant damages occured during the move. A claim was made on 10/23/11. Arpin assigned a company to come and inspect. The inspection report was received by Arpin and I was given notice on 11/28/11. Per Federal regulation this type of claim comes with a 120 maximum processing time; over 160 days has passed. To date, I have only received broken promises by the assigned claims adjudicator and no attempt at a satisfactory resolution.

Desired Settlement: Full reimbursement in the amount of $3775 (my damage claim).

Business Response:

This carrier takes pride in resolving all claims in a fair and  timely manner and we are extending our sincere apologies that this claim went beyond the time frame require. The file shows that the adjudicator assigned to the claim did email the customer giving updates on the process.

The file also indicates that a settlement offer was emailed to the customer this morning and if our customer is in agreement, our check will be issued upon recceipt of the signed release.
 
Thank you for the opportunity to respond.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/28/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I contracted Arpin Van Lines for my move from Campbell, CA to Round Rock, TX from my apartment to my first home purchase. I was excited about my first move out of CA and a new life in my 1st home, and then I never have received my personal items, family heirlooms, clothes, furniture, medications, toiletries, blow dryer, etc. I chose Arpin Van Lines because they are listed in my employer's, *****, relocation policy and since they have a rating of A+ with the Better Business Bureau. I've worked for ***** for the last 5 yrs and my transfer was a personal choice not a business choice so the move was "on me" not the business. However, I looked up the company’s guidelines since I've lived my whole life in CA and have never hired a moving company before. I got Arpin's contact information from that policy: info@arpin.com. I wrote to them and was referred to Silicon Valley Moving & Storage to handle my move. See details from contract (“AccduQuote”) below. AccuQuote info: ***** *** ****** **** * **** *** **** *** **** **** ********** ** ********** ******************** ****** ************* **** ************ **** ********* (got this information from both ***** and Bonnie on phone) Agent: ******* ****** *** * **** **** ********* ******* **** *** **** ******* ** ***** ************ *************************** ***** ****** ******* ********* Date Printed: 4/20/2012 Pack Dates: 4/26/2012 to 4/26/2012 Load Dates: 4/26/2012 to 4/26/2012 Delivery Dates; 5/1/2012 to 5/10/2012 Payment due: $2,852.26 cashier check on delivery. They loaded on 4/26 with delivery dates of 5/1-5/10. When I called ***** for status on 5/8, I was told my move was delayed and that the new delivery was now scheduled for 5/18-5/21. I called back to get more information, and ***** said she didn't know why it was delayed and that's the nature of the business. She told me she'd have the operations people call me with the reason. Bonnie called from Arpin, Rhode Island, ###-###-#### on 5/8 and was rude and actually quite cold. She told me that the driver had taken another load and wouldn't be back until this Friday, 5/11, to move my stuff and that my new delivery window was 5/18-5/21. I explained that I had chosen their company since they were listed in *****'s Relocation Policy (though I was paying for my own relocation) to which she said, "Who's *****?" She then told me I was a COD customer, to which I asked her, "So that means you can just change my delivery dates??" She said they weren't changing my delivery dates they were "delayed." I asked her why they hadn't called me to tell me about the status, and she said they had a few more days to do that and they would have told me on the 11th. This is the WORST CUSTOMER SERVICE I HAVE EVER HAD IN MY LIFETIME!!! Friday, 5/11, the new date that the truck was to pick up my stuff, at 2:30 CT, Bonnie from Arpin called me to tell me that my stuff was NOT picked up and she has no idea when it will be. She was again very cold, probably the most uncaring person I've ever talked to . I asked to speak with someone else, and she said there was no one else to talk to. I asked for the CEO *****, and she said he's traveling and that *** *******i is the person to talk to about claims but he is out until Monday. ###-###-####. ***** (agent) has not called me back--she was the person I had talked to since the beginning and the one who came to my apartment to do the quote. Very bad customer service. I have a brand new home with no furniture. I have only the clothes, shoes, toiletries that I was able to pack in a suitcase for my flight on 5/1. I am running out of my prescription medications as my refills are in one of my boxes. I have work equipment packed in a box that is necessary for me to work from home. I've needed to purchase many items that would not be necessary if I had my belongings. There is important paperwork, that includes bills that are becoming due, packed in a box. My DirecTV box needs retuned to them and it is packed--I will incur late charges on it. They've had all of my possessions since 4/26, and I have no idea where they are and the last I was told, they have no idea when I will be receiving them. I have also learned from our sales team at *****, that not only is Arpin a vendor for *****, they are also a customer.

Desired Settlement: Successful delivery of entire order without damages in the “delayed” timeframe given to me on 5/8 by Bonnie of 5/18-5/21. Significant decrease of my payment due upon delivery. What should be an exciting time in my life, something I've been looking forward to, has been extremely frustrating and a real downer. I'm sitting in a brand new house on the floor with nothing. Too much pain and suffering for a major inconvenience, expenses incurred (jacket, shampoo, DirecTV, etc) and loss of work and enjoyment time for trying to deal with this mess.

Business Response: Operations (Ops) has encountered unforseen issues with driver assignments that have resulted in the delay in delivering Ms. *******'s shipment. We dispatched an empty driver who loaded this shipment yesterday. OPs currently plans on delivery 5/18. Since OPs' phone lines are dedicated to drivers we have other departments that provide status updates, unfortunately when bad news is involved anything the messenegr says can be interpreted in a negative light.

Federal law requires that carriers operate under a tariff that defines their rates and policies. Carriers must also collect the legal tariff charges for every move. I have attached a copy of the federal tariff law, and our tariff policy for delay claims that outlines what we can do financially for the customer in the event of a delay. Ms. ******* asked for a substantial reduction in her charges due to delay. Since her request for a price reduction would be a rebate I do not have the legal option to meet her request. I will be happy to advise Ms. ******* of what I can do financially in this matter.

Consumer Response:



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 # *******.

I have amassed a huge amount of expenses as a result of Arpins failure to deliver within a reasonable dispatch. The lack of information, solid dates and an unhelpful, rude employee (whom they seem to deny as being their employee in their response, when it is in fact their own customer service representative) have made planning everything from meals to places to stay a nightmare. Furthermore this situation has affected me in my employment as I do not have the proper equipment to do my job. Next to actually getting my belongings delivered, I am very anxious as to what you mean by “I will be happy to advise Ms. ******* of what I can do financially in this matter."  Please advise in writing as to what I need to pay the driver when he arrives with my shipment.

I did not see an attachment relating to, "our tariff policy for delay claims that outlines what we can do financially for the customer in the event of a delay."

Regards,

Brenda *******

 

 

Business Response: Once again we are very sorry for the driver assignment issues that resulted in the delay in delivering Ms. ********* shipment. OPs is still planning on a 5/18 delivery.

In my first response I never said that ****** was not an employee of the van line. In fact for the last 15 years she has been the manager of our status update center. Her department does not dispatch drivers. When a customer calls for a status update, her department checks with Ops and conveys the most current dispatch update to the customer. They are only the messengers for the Ops center; as such, they can only give information as Ops gives it to them. In the case of Ms. ********* move, because of the multiple driver assignment changes Ops could not provide ****** with the difinitive updates that Ms. ******* was requesting. We certainly understand how the lack of information can heighten a customer's anxiety. In turn, it becomes nearly impossible for ******'s department to end that type of telephone conversation on a positive note.  

In my first response one of my attachments was our tariff policy for late delivery claims. I have again attached a copy of this policy. Please advise if there are any issues opening the attachment. We name this tariff item "Guaranteed Service". We limit delay claims to professional food (50%) and lodging (100%) expenses  that the customer incurs during the delay period. There is a $150 per day cap on total hotel and food expenses, and we require receipts as evidence of those expenses. As I said previously the customer must pay all tariff charges for their move, we cannot reduce the final charges as a means of resolving a delay claim. After delivery if Ms. ******* sends me receipts verifying her delay expenses I will be as fair as possible within our tariff guidelines. However, in the case of purchases there is a reduction due to continued use of the purchased item.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 3/24/2012 one of the drivers (Arpin) and I had an altercation regarding me making remarks on the inventory sheet. He yelled at me, because I wanted to make remarks regarding the over excessive damage he marked in regards to my furniture. His attitude and demeanor towards me was shocking. He waited until my husband went upstairs to become aggressive and disrespectful. He snatched the inventory sheet from me and said “I’m just going to write customer refuses to sign” when I began to make comments on the inventory sheet. My husband heard us going back and forth and came downstairs to see what was going on. At that time, he calmed down and I continued to review the inventory sheet. He told me “You are not going to nick pick every line” I said “Yes I am and I will” He became aggressive again and my husband intervened. I am sure he was aggravated by me taking pictures of my furniture as they were moving, but I have learned the hard way not to. Again, there is no reason for the driver to act as he did. We are customers and the way he conducted himself will not be swept under the rug. Both my husband and I are military brats, so we have moved quite a bit. We have been married for 16 years and he has been in the USMC for 17 years and we have NEVER encountered such behavior from any one of our moves. I have contacted East County Moving and Storage as well as called the customer care line for Arpin and spoke to ***** **** ext. ****, but I feel like the matter will be swept under the rug because she kept saying what a good driver he was. I understand he may be a good driver however, his conduct was out of line and not excusable. I’ve also contacted the military office regarding how the agent conducted himself on 3/24/12 On another note, when the “driver” thought I wasn’t around, I overheard him telling one of the movers that he was NOT responsible for tagging any items the packers didn’t tag, only for putting the items on the truck, this statement concerned me because I wasn’t sure if all of our items they removed was tagged. Moving is stressful in itself, without having to get into altercations with someone who is supposed to be helping you. I hope this matter is not taken lightly. No customer, military affiliated or not should be subjected to getting verbally abused.

Desired Settlement: I would like to know that the driver was held responsible for his actions. I would also hope that some type of customer service training is required for the individual in question. My goal is to warn prospective customers what type of people Arpin hires. Thank You

Business Response: Attached is the response to customers complaint that was sent directly to the military base.  As of today the driver involved in this incident is no longer with our company.  He left by his own decision before any action could be taken.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns.


BBB's Final Determination: Consumer accepted resolution offered by the business.

5/16/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: This company was hired by the US Navy to move my boat (since I am active duty Navy). I have spent the last 2 months trying to get it delieved to my new home. ****** (with Arpin) who was in charge of it. avoids my calls, tells me it will be delievered this week, and never does. He hired another transport guy to tow it and they are fighting over money. mean while Arpin has got paid by the Navy and I get to suffer and stress on calling over and OVER again to get my boat to my house. it has been well over 2 months trying to get my boat. This morning I called ****** and he does not answer. waited 10 mins and call from a whole different number. Wow he answered that one. claims again, this week it will be delivered. This is very poor customer services. If you are fighting with another business over money. Why am I the Active duty service member, whos Service paid Arpin to transport my boat suffering from this. I will also put a complaint in to Transportaion with the Navy and in hopes Arpin loses the Government contract and never be hired again. ****** should be fired from Arpin, unless this is Arpin policy on how to treat their customers. exspecially a Service Member

Desired Settlement: at least 2 months with out boat. No pleasure, No fishing, pure stress on calling and calling and CALLING. with no solution. I want someone from Arpin company to call me also.

Business Response: Upon receiving the complaint, customer was contacted and the nature of the complaint was discussed. It was determined that the customer had not received delivery of his boat. Several calls were made to determine the location of the boat at which time arrangements were made to deliver the boat over the weekend of 5/5 - 5/6. Customer haws been contacted and is in agreement with the arrangements. Because there was a significant delay in delivering the boat, the customer filed
an inconvenience claim with our company which was honored. A wire transfer was done this week which the customer received. 

Sincerely, 
***** ****
Vice-President Military Services
Arpin Group, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/25/2012 Problems with Product/Service | Complaint Details Unavailable
4/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/1/12 I received a claims form from Arpin for goods missing/damaged during my move. On 2/5/12 I emailed to them my completed form totaling $265.00 for the missing items, and the revised form on 2/6/12 in the amount of $665.00 to include 2 items that were broken in transit. On 2/15/12 I received a check in the amount of $265.00 which was based on the original claims form for the missing items. I called and talked to ***** *, Supervisor-Claims, who requested that I email again the revised claims form. She then e-mailed me on 2/23/12 stating that they found the revised claim form. She called me and stated that they would reimburse me for the damaged carpet cleaner ($200.00) but not for the damaged computer monitor ($200.00). On 3/12/12 I emailed Josie stating that I hadn't received the second check. On 3/19/12 I received a letter from Josie stating would not reimburse me for the items broken during transit, even though I purchased additional insurance for same.

Desired Settlement: I want a check in the amount of $400.00 for the broken carpet cleaner and computer monitor.

Business Response: Thank you for allowing us the opportunity to respond to the complaint filed by our customer. A review of the revised claim filed and subsequent letter sent to our customer with our check for the items accepted, explained the reason for the denial of
the two broken items mentioned in the complaint. On the revised claim form, the customer did not provide any inventory numbers for the revised items and in reviewing our shipping documents, we could not find these items being listed separately
and all cartons were packed by the owner. We found that all items and cartons tendered to us were signed for as received and there were no notations taken at delivery to any damaged, crushed or opened cartons or broken items to indicate or
support mishandling on our part. Based on the fact that we did not pack our customer's items, we must conclude that the damages that were claimed was the result of insufficient packing material or improper packing and it was based on this, that
the two revised items were denied.  We do participate in a Federally mandated arbitraton program that is available to our customer and if our customer contacts our office, we will send the arbitration program for their review.  Again, we appreciate
the opportunity to respond.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Following excessive damage done to my furniture during the move, Arpin Van Lines received a claim form on August 18, 2011. According to DOT Regulation they are required to respond by 120 days. It is now December 19, 2011 (123 days) and they still have not answered it.

Desired Settlement: I want, first and in a timely fashion, the settlement details about my claim. I also require a letter recognizing and explaining the unlawful delay from the company. I would appreciate a compensation for having to live with my damaged furniture for over 4 months!

Business Response: A settlement offer and letter explaining the settlement was sent to the customer on December 20, 2011. The offer was based upon the repair service report, photos and pickup and delivery documents. The customer has disputed the offer, the adjudicator emailed the customer advising that since our offer was not acceptable, his claim was now with her Supervisor for review. The customer responded by email, thanking her for the response and would await the review of the Supervisor within the two weeks. The customer provided us with an evening telephone number and was not available during normal business hours, he advised that we should email him.

Consumer Response:

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 business simply stated what steps followed the incident, but gave no explaination for the 124 days it took them to answer the claim when the Department of Transportation (DOT) regulation states that they have 120 days to answer. They did not explain why there was no compensation for the amount I paid for the transportation of the damaged good in their answer as prescribed by the DOT. They also did not explain why they do not follow DOT regulation by not offering repair services to restore to the original state or full replacement value for the majority of the claimed item. While I assume this will finally be addressed in their answer (that they stated here I would receive within two weeks of my rejection of their offer), I think that I, as the client, as well as the BBB, which has in his interest to survey the quality of the service offered by companies and their respect of goverment imposed regulations, deserved a clarification of these points. 

 

 

Business Response:

This complaint was responded to but for some reason your system did not accept the response and error occurred and the response did go through. The response to the customer's statement, it would appear from his statement that we did not process the claim within the 120 days and was 4 days over the time frame, but in looking over the claim, we find that the original claim filed with us listed 12 items. A repair service was assigned to inspect these items to determine our liability and the cost to repair. At the time of our follow up with the 3rd party, we were informed that the claim had tripled in size, (customer had added items) and that they were waiting for appliance specialst to estimate damage to the added washer, dryer, stove and refrigerator, an additional 14 items had been added to the claim at the time of inspection.This caused further delay in receiving the report and to complete our analysis of liability based on the pu/delivery documents. In regards to compensation for damaged items; this would apply to items that are missing or not repairable. The only items being replaced is the sofa that cannot be repaired and a cashout for the replacement of like, kind and quailty was offered and based on our calculations an additional $70.12 would be added to the amount offered. The valuation purchased is a Tariff level of Carrier liability and under Full(replacement) Value Protection, the carrier can either repair the article to the extent necessary to restore it to the same condition as when tendered or cash the customer out for the cost to repair and/or replacement - we elected to cash out the customer for the repair and/or replacement cost. Our letter to the customer and the claim form that accompanied our letter outlined and explainted the reasons for denials of some items, limited liability accepted of others and the cost to repair or replace. In addition, our customer was advised that we participated in a Federally mandated arbitration program and the pamphlet was also enclsoed with the settlement offered. We appreciate the opportunity to responde and hope that this will asnwer all of the questions that our customer had. At the time of the original response, the customer had sent in a rebuttal to the Claims Supervisor for review and this was reviewed and a final offer to settle was made.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/12/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Contract with ***** was approved in the amount of $2652.26. Down payment of $497.00 made by check; leaving final balance of $2155.26. Several days before movers were expected to deliver my possessions I received a call from ***** stating that I needed to pay the balance due via credit card before possessions delivered. I gave them my credit card info and was told that the final payment was for $2652.26. I told them that amount didn't reflect the down payment I already made. She (#1) told me that I would have to call another person (#2) and have #2 call #1 and give them the correct amount to charge. I proceeded to do so and #2 said she would correct the amount, charging my credit card the correct amount of $2155.26. I received a telephone call back from #2 stating that the full amount was charged to my credit card and they could either credit my card $497.00 or send me a check for that amount. I told her to issue the credit to my card. I subsequently called them a week or so later when I didn't see the credit against my card and was told that they would look into it. I also filed a discrepancy for the charge with the credit card company. It is now a month later and no credit has been issued or a check received for the $497.00. Summary: my credit card should have been charged $2155.26, not $2652.26. A refund in the amount of $497.00 is required.

Desired Settlement: I want my credit card credited for the amount of $497.00. If they knew the same day that there was a discrepancy in the amount to be billed to my credit card, why wasn't it corrected that day. Why did they charge the full amount when they knew it was incorrect? Why couldn't the credit have been issued that same day?

Business Response: Ms. ***** called me approximately 2 weeks ago to inquire about her $497 refund. Different subdivisions of our Accounting Department handle refunds depending on wheather payment was made by check or credit card. When Ms. ***** called me I located her file, but the person who issues credit card credits was not at her desk. I saw on the front of Ms. *****'s file that a refund was due. I saw the 2 payments, but my error was assuming that Ms. ***** had made both payments with her **** credit card. Since Ms. ***** was on the phone, I did not want to keep her waiting while I tried to track down the person who would be issuing the **** redit. I assumed that based on what I saw on the file that Accounting would be issuing **** credit within the next 2 days maximum.

This morning I recieved both a voice mail from Ms. *****, and her *** complaint. Again, I checked her file. At this time I found out that Ms. ***** had used the two different payment methods. Since her **** payment only covered the final moving charges, we had to wait for her $497 prepayment check to clear before we could issue the $497 **** credit. Her check just cleared, and we issued the $497 **** credit today. There may be several days of transactionary time between our merchant bank, and Ms. *****'s **** bank before the $497 credit actually appears on her account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/18/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Arpin delivered my household belongings 9 days after the 'guaranteed' delivery date, then paid only 40% of my actual expenses incurred in the interim. Arpin has a corporate policy limiting reimbursement for late delivery to $150/day, and they do not allow all expenses submitted. As a result, I was not even reimbursed the maximum their policy permits - $1350 - but rather was offered a lump sum settlement of $687.87 based on their review of my expenses. I have a family of four, including two children under 5, and was kept from moving into our new apartment based on Arpin's inability to provide a truck and driver in the time frame they had guaranteed. As a result, we arrived in Philadelphia just ahead of a hurricane that compelled us to leave the city for higher ground to stay with family. So, while hotel and restaurant costs were avoided, gas and other 'ancillary' costs were legitimately incurred. My total costs were $1745. If Arpin corporate would not make good on my out-of-pocket expenses, I looked to Arpin of Albuquerque to do so, as they were the party with whom I contracted and in whom I put my trust. First, they breached their contract, then they refused to compensate me for my expenses. That is a bad business practice. Arpin of Albuquerque will say, in response, that they are constrained by corporate policy. That is nonsense. They are an independent agent and can do the right thing on their own if they so choose. The fact that they tout themselves as spiritually motivated on their website fooled me into believing they would be ethical. What a disappointment

Desired Settlement: Pay the balance of my expenses. They don't deserve to make a profit off of the contract (which they breached), but at the very least they should make me whole.

Business Response: On 8/22, prior to the last contratced delivery date, I spoke to Mr. ********, and emailed him copies of both the federal tariff law, and Arpin's tariff policy regarding delay claims, so Mr. ******** was aware of our tariff policy for delay claims prior to incurring any delay expenses. Based on the information I sent him,  Mr. ******** was aware that my tariff policy limited delay claim reimbursement to 100% of hotel, and 50% of restaurant expenses, up to a total of $150 per day, and that reimbursement would be based on the receipts he submitted for those services.















Not only did Mr. ******** request some delay expenses that did not meet our tariff criteria, but for 3 of the days during the delay period he submiited delay receipts whos total exceeded the $150/day maximum. My $687.87 delay claim settlement offer was based on the delay receipts Mr. ******** sent me, in conjunction with our tariff criteria for delay claims.















Mr. ******** signed a delay claim release on 9/22 not only agreeing to my $687.87 delay claim offer, but releasing Arpin Van Lines from any future delay claims. We are very sorry we had scheduling issues on Mr. ********'s move, but my review of his delay claim was consistent with our tariff policy. which is how I review all delay claims.   

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 # ********

To be clear, I initially tried to submit this complaint to the Southwest office of the BBB, as my issue was primarily with Arpin of Albuquerque, the Arpin agent with whom I contracted.  It was and remains my belief that they had a moral duty to cure the deficit in reimbursement that resulted from the Arpin corporate policy.  Unfortunately, Arpin has all BBB complaints about any agents referred to their corporate offices, which - naturally - yielded a response from them rather than from the agent.  However, Arpin Corporate had flexibility and discretion in determining which expenses to reimburse, and chose not to exercise their option to more fairly reimburse me.  So, while I did sign the release and accept the proffered payment (rather than recoup nothing), and am not seeking further reimbursement from Arpin Corporate, I am certainly not pleased with the way they handled their failure to comply with our contract, and believe that good business practice and the hope of generating repeat business (their slogan, after all, is "Creating Customers for Life") would have prompted them to act as generously as possible.  With no other recourse, all I can do is hope that others take my experience to heart, do their due diligence, and select a moving company that is better able to fulfill their end of the bargain.  To me, a contract should be honored or, if breached, the injured party should be made whole.  That is clearly not Arpin's - or their Albuquerque agent's - philosophy and I can only trust that other informed consumers will look to other, more trustworthy providers of moving services.

Regards,

***** ********* 

 

 

 

Business Response: As I stated in my previous response, prior to the delay period, I had emailed Mr. ******** both the federal tariff law, and our tariff policy for delay claims. This email in conjunction with the telephone conversations I had with Mr. ******** meant that Mr. ******** was aware of the parameters of how I could review his delay expenses prior to the commencement of the delay period. I do not have the legal option to circumvent our tariff policy for delay claims.















Arpin Van Lines operations dept was solely responsible for the driver assignment on Mr. ********'s move. Arpin Albuquerque had absolutely nothing to do with the driver scheduling issues that resulted in the delay. Once corporate operations accepted the dates for this move, Albuquerque had no involvement or control over the dispatching of Mr. ********'s move. Mr. ********s' contract was with Arpin Van Lines, not Arpin Albuquerque, that is why Arpin corporate assumes sole liability and responsibility for responding to Mr. ********'s delay claim, and this BBB complaint.

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 # ********

However, there is no point in going back and forth any further.  I have said what I have to say, and still find it objectionable that when discretion was available, it was not employed.

Regards,

*****  ******** 

 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.