Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Amazon driver pulled into driveway at a high speed and ran over our Halloween inflatable. We contacted ****** and they had us submit a claim with ***. we gave them all the information including pictures and we have not heard back since 1-14-25. We have requested an answer or to speak with a supervisor both via email and their portal. we just want our payment to replace what they ran over

  Business Response

  Date: 08/25/2025

  The claim has been resolved

• Initial Complaint

  Date:08/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An Amazon Driver damaged my personal property while delivering a parcel and Arc handles ****************** claims and the claim was submitted in March and it should be an open and close case, but they ahve been beating around the **** and will not communicate with me. I contact the adjuster seeking more information and they just say 'they are working on it'. It is unethical to represent a client who damaged property and then not communicate with me the details. six months have gone by and i literally know nothing about how i can get my damaged property fixed. *** continues to use boilerplate language or provide no response at all when i inquire about my claim. These issues are mostly via email and i tried to call once to get more info/resolve this and then they made a new case when reset all the progress from the first one and made things even more complicated and time-consuming. It's like a $150 damage claim that can be resolved so simply but I get the feeling that they are ignoring me and prolonging things so that I will 'give up' or forget about it so nothing comes from it and it is so unfair. They provide no communication as to what stage/step my claim is in - it should not take this long!

  Business Response

  Date: 08/29/2025

  The Claim has been resolved.

  Customer Answer

  Date: 08/29/2025

  
  Complaint: 23772381
  
  I am rejecting this response because:

  I would like to have more information about why this issue couldnt get resolved before me escalating this to the BBB?  I need a better explanation as to why ARC wouldn't perform their business duties without getting the BBB involved? After 6 months of me repeatedly trying to get something so simple resolved and couldn't get anything meaningful or of substance out of ARC - yet, within a few days of me reporting them to the BBB they 'all of a sudden' are able to solve my problem.

  Please provide a detailed explanation as to why this is the case. And if your response is, "We were just prolonging/delaying your case in hopes you would give up and we would not have to pay.", so be it. I just want an honest answer as the way you are communicating and handling my case is completely unprofessional and unacceptable.

  Regards,
  
  **** ****

• Initial Complaint

  Date:08/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against ARC Claims concerning an incident where an Amazon delivery driver damaged two yard lights on my property, resulting in their complete destruction. The incident is documented with video footage and photographs.Based on information from ******* website and a written estimate from a licensed contractor, the replacement cost for the damaged lights is approximately $350. However, the claims process managed by ******* representative from Arc Claims has been excessively burdensome. I have been repeatedly asked to submit extensive documentation, including video footage (requested multiple times), photographs, and a written estimate, among other items.This process has been highly frustrating, particularly since ****** has acknowledged the damage caused by their driver. The repetitive requests for information have unnecessarily delayed resolution and added to my inconvenience. I am seeking a prompt and fair resolution, including reimbursement of the $350 replacement cost without further unreasonable demands.

  Business Response

  Date: 08/19/2025

  The claim has been resolved

• Initial Complaint

  Date:08/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a circular driveway with a grass center, and Amazon delivery trucks have repeatedly driven over it, causing damage. I've filed multiple claims with the insurance company that handles ******'s property damage, and despite estimates for repairs ranging from $10,500 to over $14,000, they've only offered a few hundred dollars. I have submitted video and photo evidence for each claim and looked at repairs that will prevent this from being a problem in the future but have literally been told to go buy some grass seed and that they are being generous by offering the money to do that. I have asked multiple times for more information and get rude responses once per day if that. One of the claims offers has already expired and I keep getting the response that there is nothing else I can do except file on my homeowners insurance. This is not my responsibility to fix nor is it the responsibility of my personal insurance company because the damage is being caused by ******.

  Business Response

  Date: 08/20/2025

  We have assigned an appraiser to do an onsite inspection of the claimant's property. 

  Customer Answer

  Date: 09/05/2025

  
  Complaint: 23739902
  
  I am rejecting this response because:  

  The inspector came out on Tuesday, August 12, 2025. I was not able to be home at the time he scheduled his time to be here. I have emailed ARC about that claim number and was told on August 20th that they are doing an internal investigation but have heard nothing since. I was required to submit 7 individual claims that they turned around and combined together and offered a settlement under one claim number not telling me it included multiple claims. From the estimate I received to have the damaged area repaired, the two estimates each were over $10,000 and I was offered a total of $900.00 and told to go by grass seed and put it out. That does not fix the sprinkler issue or anything else and several emails since have all gone unanswered including emails asking to speak to a supervisor. 

  
  

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

  Business Response

  Date: 09/06/2025

  I responded to the claimant - see below.

  I have nothing to add to my response.

   

  From: *** ******
  Sent: Friday, August 29, 2025 5:27 AM
  To: *****************************
  Subject: BBB #********. AMZ2025403806
  
  Mr. *******
  
  This file has been referred to me for review.
  
  I note in your Claim Form you have filed multiple claims for the same type of damage citing damage to your lawn, driveway, and sprinkler system.
  
  We assigned an appraiser to do an onsite inspection of your property. A copy his report and photographs are attached. He appraised the damage at $473.84
  
  The estimate of your contractor was considered as part of our appraisers review. Please note he is disputing the need for driveway repair and sod replacement. The issue of your sprinkler system was not addressed.
  
  Accordingly, we respectfully maintain that your contractors estimate far exceeds the scope of necessary repairs.
  
  Accordingly, we are offering $473.84 to resolve your claim.
  
  Please direct all further correspondence to me.
  
  ****** M ******
  General Counsel
  ************ (Direct Dial)
  ************ (Cell)

  Customer Answer

  Date: 09/16/2025

  
  Complaint: 23739902
  
  I am rejecting this response because: 

  
  

  Thank you for forwarding his email.  I have been working directly with someone in the corporate resolutions team at ******.  I appreciate your time and help!

  
  

  *** *******
  

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

• Initial Complaint

  Date:08/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One of their drivers hit my basketball hoop and caused significant damage to the hoop. All I'm asking is for them to drug test the driver and make the driver take remedial training. Instead they say the driver did nothing wrong. They won't provide any proof that their driver took a drug test or wasn't under the influence. Anyone who did the type of reckless driving that the amazon driver did should lose their license and shouldn't be allowed to work for any delivery company.We all know ****** hires the lowest standard drivers. **** ***** should be ashamed that he has the time and money to spend $500 million for a wedding but can't do proper training and instruction for their delivery drivers. *** is owned by **** ***** and ****** so for them to respond back saying they have nothing to do with ****** is crazy. I would also like them to turn over all videos from the amazon vehicle. ****** delivery vehicles have dozens of cameras internally and externally for safety purposes. Any excuse by ****** to say they won't turn over videos is fraudulent and they need to be investigated by Massachusetts attorney general for fraud. As part of the settlement, I want amazon to only have *** or ***** deliver packages, no more untrained amazon drivers.

  Business Response

  Date: 08/11/2025

  The complaint as this claim is not finalized yet.
  
  In terms of evidence, we do not have anything yet:
  
  Amazon driver denied the damage.

  Claimant did NOT provide any proof such as a video or an eyewitness contact info or other circumstantial evidence
  
  We have asked the claimant to provide a witness contact info, but they have not responded 
  
  If this claimant does not provided any proof, the claim will be denied  

  Customer Answer

  Date: 08/11/2025

  
  Complaint: 23718432
  
  I am rejecting this response because: I have asked to speak with a supervisor. They did not respond about whether the ****** employee submitted to a drug test. If the amazon driver continues to lie and duck responsibility, then I will have to file a lawsuit, and I will be seeking triple damages under 93A. I'm requesting that ****** immediately stop delivering to packages and only use trusted and safe third party delivery carriers. 

  I just want an apology for the driver who did this. If any Amazon driver shows back up at my property, then I will be forced to call the police on them.

  Further deliveries by ****** on my property are considered trespassing. You already sent someone to harass one of my witnesses and intimidate them.
  
  
  
  Regards,
  
  ******* ******

  Business Response

  Date: 08/21/2025

  ARC

  1. is an independent contractor retained by ****** to investigate property damage claims. 

  2. Does not employ the Amazon drivers,

  The claimant should direct those inquiries to Amazon 

   

   

• Initial Complaint

  Date:07/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My parked vehicle was damaged by a ****** delivery driver. I submitted a claim through ARC and was given 34 bucks for the repairs caused by the ****** driver. I got an estimate done at a body shop for 1,651.65.

  Business Response

  Date: 08/01/2025

  The claimant is mistaken. ARC has made an offer, and advised the claimant that if additional damage is found, his shop may request a supplement - see below.

   

  Re:
  ****** ARC Claim ************* Settlement Offer Aug 01, 2025
  
  11:07 AM
  To:*********************@*****.***
  
  Hello, The original offer must be accepted. If there are additional funds needed
  at the time of repair, the shop may request for the funds by submitting a
  supplement. The instructions for the supplement are on the appraisal and this
  is a typical procedure. Thanks, ARC
  

  Customer Answer

  Date: 08/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Not only did ARC fail to actually work anything out with me but tried to get me to accept the offer of 34 dollars.  The repair cost would be more than a grand to repair. ARC tried to get me to "Conclude your claim for this amount” which what would happen if I accepted it. This is utterly disturbing knowing that someone who accepted the offer would be out a lot of money for the damages they caused.
  
  
  
  
  
  
  Regards,
  
  
  
  *** **********

  Business Response

  Date: 08/29/2025

  I have nothing to add to my prior responses.

  Customer Answer

  Date: 08/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Regards,
  
  
  
  *** **********

• Initial Complaint

  Date:07/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******************* 2024 - 3 separate property damage claims filed with video evidence. None of the claims have resolution today (9months later). This company purposely asks the same information over and over as if starting the claim all over again to string out the process. They then try to offer you less than actually paid/estimated damages. They threaten to take their low offer or go through your homeowners. I have spent hours upon hours of my time trying to get resolution. This is illegal!!!

  Business Response

  Date: 07/30/2025

  I have emailed the claimant and requested she send me the file number(s) associated with this complaint. Awaiting her response. 

  Customer Answer

  Date: 07/30/2025

  
  Complaint: 23673903
  
  I am rejecting this response because:
  
  It is not closed until resolution/payment of the claim is satisfied.
  
  Regards,
  
  ******* *********

  Business Response

  Date: 08/21/2025

  We requested additional information from the claimant and await her response. 

  Claim # AMZ2024345250 Jul 29, 2025
  
  05:19 PM
  To:******************************
  
  Thank you for sharing the escalation form and photos. Unfortunately, we were unable to identify a driver at this location. To proceed with our investigation, please provide the following details so we can conduct another search: Tracking# Date of loss Time of loss Exact location Additionally, if you have any information regarding the driver or vehicle involved, please share them with us.Could you also confirm if any surveillance footage or additional evidence points to ******'s involvement?We appreciate your assistance and look forward to your ************* regards,*****
  
  

   

• Initial Complaint

  Date:07/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB:Complaint against ARC Global Risk Please find my complaint against ARC Global Risk for Amazon Delivery damage complaint of February 27, 2025, *********** a summary, I have been having many packages delivered to my house for years with no damage to my porch. However, on February 27, 2025, I experienced damage to the front of my porch from an Amazon Delivery person.I had made several calls to ****** about the front porch pad delivery damage only to keep hearing that a damage team from ****** would contact me.After several unkept promises I kept demanding that someone contact me and resolve the damage. The ****** representative asked me if the damage was more than $100.00 The Amazon representative told me that they would send someone over to look at the damage They did not send anyone over but referred it to **** ******* ARC Global Risk.After several lame attempts from them I received unsatisfactory efforts from them only to find them denying my claim.I then contacted ****** again to find them avoiding responsibility.Yours Sincerely,******* ****** ******************************************* ******************** ************

  Business Response

  Date: 07/21/2025

  This claim was denied due to insufficient evidence. Claimant only provided evidence of damage and is alleging the damage was caused by the driver. POD shows package was delivered next to the door. Both DSP and driver deny causing damage.

   

  Customer Answer

  Date: 07/31/2025

  
  Complaint: 23626935
  
  I am rejecting this response because:
  
  First of all, Would ARC explain to me in laymans terms what they are talking about using abbreviations such as: POD and DSP?
  
  As I informed Amazon and ARC many times: ****** owned/owns Ring camera. Ring camera is/was installed on my front door pad viewing the delivery. The Ring camera footage was/could have been obtained privately from ****** since at the time of the delivery when the damage occurred, it had footage of the damage caused by the Amazon driver. 
  
  ****** told me they were aware that they did the damage the porch pad and mentioned that they would settle with me. Then they did an about face and denied it. For the record, it would be so easy for Amazon delivery person to damage my porch slab, then move the item from the damaged area and take a picture to show a dishonest photograph of a new undamaged setting to avoid being scolded at from Amazon.
  
  Amazon verified from earlier deliveries that there was no damage to the porch, and that there was damage after the delivery in question. Amazon Business, ARC, and the delivery person are LIERS.
  
  
  Regards,
  
  ******* ******

  Business Response

  Date: 08/06/2025

  POD is "Point of Delivery"

  DSP is "Dedicated Service Provider"

  Customer Answer

  Date: 08/21/2025

  
  Complaint: 23626935
  
  I am rejecting this response because:

  I do not understand point of delivery and dedicated service provider. What in ******** terms are you saying?
  
  
  
  Regards,
  
  ******* ******

  Business Response

  Date: 08/21/2025

  This claim was denied due to insufficient evidence. Claimant only provided evidence of damage and is alleging the damage was caused by the driver.

  The package was delivered next to the door. The driver denies causing any damage.

  Customer Answer

  Date: 08/28/2025

  
  Complaint: 23626935
  I am rejecting this response because:
  Amazon declared that they do own the Ring Camera System, but declares not to pay for the damage their driver caused. 
  
  In that case since you are taking the stand not to be responsible for the damage your driver caused, Take me off of your emailing list at the following email addresses for any and all future emails at: ******************** and **************************
  
  It is my intention of not ever purchasing another product through ****** ever again!!!!!!
  
  You have lost me and my family as  customers forever!!!.
  
  I will educate everyone that ever mentions Amazon to me of the treatment I received from you!
  
  Goodbye forever!!! And good riddance!!!
  
  ******* Ruvolo 

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** has not addressed our existing claim filed on June 29 for property damage (engine oil spill on our concrete porch) that occurred on June 25. ARC indicates that the claim is in progress but does not provide a timeline for resolution, continues to extend the hypothetical timeline (e.g., saying, "It should be resolved by the end of this week"), and is at times entirely unresponsive. We have ample evidence indicating that this property damage occurred as a result of a negligent Amazon driver and all of this information has been provided to ARC in a timely manner. We have also, at the request of ***, provided the requested estimate for repair of damages.

  Business Response

  Date: 07/24/2025

  This claim has been transferred to the insurance carrier for the Amazon driver. The claimant has been provided with the name of the insurance carrier, the policy # and the phone number to call to report the claim. 

  Customer Answer

  Date: 07/25/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Amazon driver hit our lawn chairs outside which is high in value. They are willing to compensate at a much lower price and not willing to work on the price, for the item their driver damaged upon delivering items. I need to escalate this with ****** so a fair compensation can be made.

  Business Response

  Date: 07/14/2025

  We requested the claimant to provide a comparable item for estimation.

  Thy submitted an estimate that was not comparable the damaged item.

  We are working with the claimant to resolve the claim. .

  Customer Answer

  Date: 07/14/2025

  
  Complaint: 23585827
  
  I am rejecting this response because: I shared a similar item and its value. The item broken is an outdoor chair and the item I shared was a "bench". I requested to pay half the value of the bench, so its comparable and fair value. 
  
  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 07/22/2025

  The claim was settled on 7/21/25