Arpin Group, Inc.

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.
Regards,
*** ***

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

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 # ***.
Obviously, my name is not '***' it is '***.' The name this is under is '*** ***.'
*** ***

Hello,Our Claims department has reopened the claim and will honor the $requested by Mrs***We apologize for any inconveniences this has caused

Hello,Unfortunately, we're unable to deliver this any sooner due to truck and driver availability. Our representatives will continue to be in contact with Mr. [redacted] until his household goods are delivered. We appreciate his patience as we get this resolved.Sincerely,Arpin Van Lines

The best course of action that Mrs. [redacted] should take is to file a claim with our Claims department if she has not done so already. We will have our Claims department reach out to her immediately. We thank Mrs. [redacted] for her feedback and will be discussing this matter with our agent to make sure it never happens again.

The complainant did not provide enough information fir us to identify & research their moving order. Although we email claim forms to customer, our website is not setup to fill out, or process claim forms. All claim forms have to filled out by hand, then the customer has the option to scan &...

email the completed forms back to us. Since we do not have the information to research & respond, we feel at a disadvantage in this matter.

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.

[redacted], I pulled your claim in order to get an idea as to what has transpired and I have noticed that aside from the [redacted] king size bed (item# 135) and the [redacted] mattress (item #84), the remaining 11 items have been transferred to the Military Claims Office. Once this occurs the military takes over...

and adjudicates the claim to the point of settlement. They will request all claim related documentation from us and handle the claim to the point of settlement. Once the claim is in the hands of the [redacted], we are no longer involved in the process. The [redacted] will settle your claim and they will eventually ask us for reimbursement.  If there is anything I can do outside the claims process please let me know..... V/R, [redacted]VP Military Services / Arpin Group, Inc.

Hello,A reduction in price is something that we legally cannot do and the move must be paid for in full. Our delay claim policy is provided to our customers in the event of such delays. We absolutely understand the frustration of Ms. [redacted], but we have to adhere to our commercial relocation tariff.Sincerely,[redacted]Director, Private Residential ServicesArpin Van Lines

Hello,We're sorry to hear that Mr. [redacted] is unable to locate his items, but there is no evidence that any members of the moving crew stole what he has listed. Mr. [redacted] filed a claim with our Claims department, but they denied his claim because these items were not listed anywhere on the inventory...

sheets. We do not pack or transport alcohol and/or jewelry, so the moving crew would not be handling these items to begin with. Our Claims department has advised Mr. [redacted] to file with the MCO or file a police report if he would like to pursue this further.Sincerely,[redacted]Director, Private Residential ServicesArpin Van Lines

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

[redacted].....I will advise our claims department to reach out to you in order to restart the claims settlement process..... [redacted]Arpin Van Lines

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 # [redacted]. Please add your rejection comments below. 
Regards,
[redacted]

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

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

Hello Revdex.com,The origin inventory was presented to Mrs. [redacted] for her review and signature. It is not procedure to list contents of PBO (packed by owner) boxes since we did not pack and cannot verify the contents. She signed the inventory at origin and her agent at destination signed for delivery....

Our inventory sheets very clearly state in bold print that before signing, check shipment, count items, and describe loss or damage. Standard procedure was followed by the driver at origin and destination and the shipper was given the inventory on both ends for their review, checking, and signature. Her claim was denied on this basis. We wish Mrs. [redacted] all the best and hope that she is able to locate these items.

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 # [redacted]. Please add your rejection comments below. 
I arrived at my storage facility to find all of my belonging stacked in the front of the unit with the back empty. Unable to open the door, I had to get assistance from the storage manager. He offered me an additional unit until I can hire a company to take everything out of the unit and repack from the back forward. Unacceptable service.
Regards,
[redacted]

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 # [redacted]. Please add your rejection comments below. 
 I do not disagree with most of the facts of what Mr. [redacted] says. I will say that the communication between us was from my initiation, not the company. As well, I have never been explained "the nature of the delay." No one has explained to me why my furniture sat in storage in [redacted] for a week. No one has explained to me why my furniture is sitting in storage in [redacted], two hours away, for almost a week. While he did agree to pay for an airbed, he never agreed to pay gas. However, this small amount of money does not cover the amount of inconvenience that we are experiencing. If the company did not have capacity to make this move in a timely fashion, the contract should not have been made. And though this cannot be measured, I would say that Mr. [redacted] has not treated me with respect nor given any indication of understanding of the difficulty of this situation. He chided me for not accepting the offer of eating at a restaurant here in [redacted]. This offer is for 50% of food bills at the one and only restaurant here. This in no way helps with the difficulty of living without furniture, without a washing machine in a town without a laundry mat.    
Regards,
[redacted]

Hello,Ms. [redacted] has been spoken with several times during the duration of her delay and the nature of the delay has been described to her. Our notes show that she was spoken with on 7/28, 8/1, 8/2, 8/3, and 8/5 along with the dates of 7/22, 8/4, and 8/11 that she noted in this complaint.As for...

compensation, I explained our federal delay claim policy to her and she will submit eligible receipts to us for our review. Since she is an hour away from any hotel, we agreed to cover the cost of an air mattress for her as a good will gesture so that she does not need to endure extended travel, along with the extra cost of gas, from her workplace. An updated delivery date has also been given to her and if our agent in her area is able to deliver it sooner, they will inform us if possible.Sincerely,[redacted]Director, Private Residential ServicesArpin Van Lines