Arpin Group, Inc.

My agent in *** serviced this entire move, including the claimBelow is their response to the complainant's issue with their claim:Good morning:Yes, it was an AVL registered move sold and serviced by ALSVan Lines all the way. The move was conducted under the name *** ***
***. Mr*** is Ms***'s fiancé andprovided the credit card payment for the relocation services. In regards to the claim mentioned, Ms*** and Mr.*** filed a claim for items: Dining Table and Sofa. WeathersbyGuild, a company used exclusively by Arpin Van Lines across the United States,was assigned inspection of the pieces. This inspection took place onNov24, and the completed report was submitted to me on Dec3,2014. The sofa was able to be cleaned to the customer'ssatisfaction. The table, however, was not repairable. The customerwas advised of the same, produced a receipt for the purchase of the dining setfrom March of and was told, by myself on Dec15, 2014, that a check forthe amount paid would be issued. We are well within a reasonable timeframe for having a check in the customer's hand. While we understand thatthe table was damaged beyond the point of repair, it was, and remains,usable. The reason for non-repair was the material that the table isconstructed of. The customer's main concern was the appearance ofthe table and that his friends and family were coming for the holidays and hewanted a new table. I hope this information is helpful. Should you haveany additional questions or concerns, please do not hesitate to contact me.Best Regards,*** ***A/R & Billing ManagerClaims ManagerALS Van LinesDaniel Moving Systems###-###-####-###-#### (fax)Email: [email protected]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
My husbandresponded to the claim stating the amount $offered was not sufficientAlso, we looked and there are not any offers "pending" in the DPS
Regards,
*** ***

Revdex.com:
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. ***, I reached out to *** *** today to try and resolve my claim. She told me that what they offered me in my final claim is all your business was going to do. Which I tried to explain to her was not right because on my pre inspection sheet you could not even read what was written and that you marked everything "soiled, scratched or torn" and did not specify where any of the damage was. I told her we were messaging and trying to resolve the issue and she told me you do not know how claims work and have no say it what is done. I feel like she was very unprofessional and did not want to understand the situation or try to fix it. I was told from your company if I did not agree I am entitled to full cost replacement of my goods but if I was reimbursed full cost I would have to give your company whatever they reimbursed me for. I told her if they did not want to replace my lost or damaged goods to what is considered good condition they I wanted to go that route. She never even offered that to me again. I leave out of town for training this weekend and will be gone for months I would like to get this taken care of asap as it has already been way to long. If you could get back to me quickly I was really appreciate it. Thank you
Regards,
*** ***

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

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

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

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

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I appreciate the assistance given the delay, particularly with helping us replace items that we need to re-purchase. However,given my experience with Arpin so far, I have no confidence that the new ETA of the 24th will be honored, and further have no confidence that I will be appropriately notified if this date were to slip furtherAdditionally, my family is leaving the country for > month near the end of July, and there is no room for further delayEspecially given that our items still have not yet left the city they were packed in, and on my last contact they weren't actually scheduled to be loaded -- I was only told that they might be loaded the middle of this week with an ETA of "the week of" the 24th. Given the significant delays and inability of Arpin to handle their current business volume, I would request that Arpin find another moving truck that can pick up our items and deliver them directly to us this week, at their cost. Regards,
*** ***

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

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I understand Arpin does not have other drivers or trucks availableI would request that they find another company to deliver insteadI have been in contact with a local Dallas delivery company to inquire whether they have time in their schedule to drive up to Boston to pick up our items, and am happy to forward along their information to you. Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. ***, I reached out to *** *** today to try and resolve my claim. She told me that what they offered me in my final claim is all your business was going to do. Which I tried to explain to her was not right because on my pre inspection sheet you could not even read what was written and that you marked everything "soiled, scratched or torn" and did not specify where any of the damage was. I told her we were messaging and trying to resolve the issue and she told me you do not know how claims work and have no say it what is done. I feel like she was very unprofessional and did not want to understand the situation or try to fix it. I was told from your company if I did not agree I am entitled to full cost replacement of my goods but if I was reimbursed full cost I would have to give your company whatever they reimbursed me for. I told her if they did not want to replace my lost or damaged goods to what is considered good condition they I wanted to go that route. She never even offered that to me again. I leave out of town for training this weekend and will be gone for months I would like to get this taken care of asap as it has already been way to long. If you could get back to me quickly I was really appreciate it. Thank you.Regards,
*** ***

I previously responded to this complaint under #***Since the complainant is not in our system they hired one of our local agents to provide local moving servicesWe do not own our agents are only involved in interstate moves moving under our authorityUnless the complainant provides an
interstate Arpin Van Lines contract we are not liable for this complaint, and request the Revdex.com expunge this complaint from our fileIn addition we do not operate under the name Superior Moving Services

Hello,Our Claims department reopened Mrs***'s claim and reached out to her and her husband on 6/with a new settlement offerThe department received notification that some of their items were settled in DPS and some were transferred over to the Military Claims OfficeThey have also noticed that one item still shows a status of "offer pending"If Mrs*** would like to address those items with our Claims department, they will review for further consideration

Per the complainant's request, we reweighed their shipment even though they would be unable to witness reweighNormally we strongly encourage customers to witness reweighs so they have no doubts about weight accuracyThe complaintant's reweigh was LBS less than the original weight, which
reduced the final cost for this moveOur customer service center said the complaintant seemed satisfied with the final outcome

Good Morning, With regard to this complaint, I asked the claims adjustor to respond so I have copied and pasted her response.... "The freezer was denied for *** because the rider showed that it was dented on top so they would have to look to that facility for compensation. The customer
was provided with the *** information in the settlement letter and a letter was also sent to *** notifying them of the claim. In regards to the washer and dryer, we had an inspection done and received a phone call from them saying that the washer and dryer were in a storage unit and were unavailable for inspection. The inspector said that the 3rd party would need to have access to the washer & dryer and be able to plug them in to make a proper determination for repair costs. I tried to explain to the customer that the technician would actually need access to the items so he can evaluate the damage and determine what the repair costs would be but he was too upset and didn't want to hear it, he said "he should not have to go out of his way for this inspection because we caused the damage." If the 3rd party could not have access to the items then there would be no way of them properly determining liability so at that point, the inspection was canceled." I have reviewed the claim as well, specific to the washer and dryer, it appears the damaged claimed is not internal more cosmetic (de***)Is there a plan to move these items to residence where they will be used? If we are only dealing with de*** then we could make an offer of an appearance allowance but it would not be an offer to replace the itemsPlease advise if that is something of interest and we can discuss further.V/R, *** ***
VP Military Services / Arpin Van Lines

Revdex.com:I accept the response
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The claims department has been notified and they denied the claim claim stating, "That damage is not consistent with transit related damage." Damage has nothing to do with this, the employee got fecal matter all over everything in my bathroom which was then packed and transported in their vehicle. This is a biohazard that we had to clean up and is still in my back shedSo no, I do not accept the terms to resolve this complaint
Regards,
*** ***

***, I spoke to *** as well and the main issue right now is that the items in question have been transferred to the ***We can't do anything further until they are put back in "Under Review" status and this involves having you contact the claims officeWe lose all visibility when items are transferred to the ***If they are transferred back to us then offers could be made, having said that we may still be in dispute in terms of the amounts but at least we could revisit the settlement process. V/R, *** ***

I am responding to the complaint you sent us on 8/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 CCoakley 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 AVLBeing an authorized AVL agent gives the local mover the right to sell and service AVL
interstate movesThe AVL agency contract does not give AVL ownership of the local moving companyBeing an authorized AVL dealer just opens up another line of business for the local moverOur agency contract only gives AVL control over moves that the local mover registers for transport under AVL’s interstate operating authorityAVL 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 moveThe customer's contract is with the mover of record that appears on the B/LI 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 companyThe Code of Federal Regulations (CFR) requires that a local mover show their van line affiliation in their advertisingThis is why the van line name appears on the local mover's marketing toolsVan 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 CFRSince AVL was not involved in this move we respectively request that the Revdex.com expunge this complaint from our recordThank you

Revdex.com:
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 belowI am appalled with the level of respect, professionalism and customer care (or lack thereof) received from ***It is not my responsibility to to ensure the employees of *** have the proper training required to provide the service I've paid for (including documentation of correspondence)I provided the information and documentation within the required time frame - whom in their right mind would not file a claim for the amount of damage I endured?? In addition to all the damaged and broken property, the movers took my daughters expensive bedding and wrapped my glass floor lamp shades with it then put in a wardrobe box and set a greasy pizza oven along with a trash basket and toilet plunger on top of the expensive beddingThis is the type of service I receivedI have a USB full of photos of the damage I'd be happy to post online - I have attached a few for startersI don't think they comprehend the magnitude of damage !!
Regards,
*** ***