Arpin Group, Inc.

Hello,While the shipment has been late, we have been in communication with Ms. [redacted]. However, we are unable to give her a discount as this would be a violation of the tariff and the delay claim policy that we have in place was explained to her. After looking in our system, it shows that she is...

still scheduled to deliver today (April 26). We appreciate her patience during this matter.Sincerely,[redacted]Arpin Van Lines

Hello,We apologize for the inconvenience that Mr. [redacted] is experiencing with his shipment. We have spoken to the CC representatives and our system shows that his delivery ETA is 7/24. Our representatives have discussed a delay claim with Mr. [redacted] on the same day this complaint was...

submitted and will continue to work with him on getting this settled to his satisfaction.Sincerely,Arpin Van Lines

Tell us why here...First of all my sincere apologies for the service failure and the inconvenience it has caused you and your family. The decision was made to crate your shipment due mainly to it being small in size (4160 LBS). As a crated shipment the HHG's are put into containers and moved with a...

freight carrier. The shipment then has to be brought into an agent's warehouse and from there delivery is scheduled. Between delays experienced by the freight carrier coupled with the destination agents schedule, the shipment ended up being delivered 15 days past the required delivery date which was 7/23. During the course of the delay, two wire transfers were sent totaling $800.00. We did not get any additional feedback on the amount so the assumption was that it was sufficient. If this is not the case, please e-mail me at [redacted]@arpin.com and I will be happy to address any additional expenses you need covered. The peak season crates huge logistics issues for the moving industry. What it should not create is communication issues between us and our customers. Not only did we fail to get your shipment delivered to you in a timely manner, we also failed to provide you with the customer service you deserve and for that I apologize. Again, please e-mail me direct if there is anything I can assist with and I will be happy to take care of......V/R, [redacted]VP Military ServicesArpin Van Lines

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.

First of all my sincere apologies for a moving experience that caused you and your family a hug amount of stress and inconvenience. As VP of Military at Arpin it is my responsibility to make sure that we have a well trained customer care staff that can handle the summer volume. Communication is...

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

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

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

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]

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. [redacted]i have been in contact with [redacted].  She told me she is going to see what she can do.  My biggest concern is that we can all come to a fair settlement.  
Regards,
[redacted]

Hello,After checking with our Claims department, I have been informed that a check for $200 for the desk was sent to Mr. [redacted] on August 12.All the best,[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. 
 [redacted],       I have been waiting to hear from the [redacted] about my claim because that is what [redacted] from your business told me.  I just called them after I received your response and they told me I need to fill out some paper work before my claim with them can be started.  They told me that [redacted] should have told me that.  So as of right now my claim is still in hold with DTS, so I was told if I wanted to settle my claim with your company I could do that instead of going through [redacted].  Based upon that I see no reason why we can not settle my claim and your company can reimburse me for my damaged goods. 
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 am not satisfied with the remedy Arpin has provided and ask that the case be reopened.
Regards,
[redacted]

Hello,The inventory signed by Mr. [redacted] at origin stated that the painting was torn and repaired. The inspection stated that the tear was in the area of the previous repair and Mr. [redacted] stated that the canvas was torn prior to transit and that the tear had worsened as a result of...

the move. In regards to the frame, the repair service stated that the painting is in an old plaster frame that has had numerous previous repairs. Based on this information and the pre-existing damage noted, Mr. [redacted] claim was denied.The chair was repaired prior to our inspection and the repair service indicated no further action. We believe that this was discussed and that Mr. [redacted] did not wish to pursue this item.Mr. [redacted] does have the right to file for arbitration if he chooses to do so. This information was included with the settlement letter and check.Sincerely,[redacted]Director, Private Residential ServicesArpin Van Lines, Inc.

Hello,We definitely understand that Ms. [redacted] is upset about her late delivery. The nature of the delay is a combination of truck availability and her location. Her furniture will be delivered to her this week from [redacted], since that is our closet Arpin agent near her. Our agent is aware of the severity of the situation and are trying everything they can to deliver Ms. [redacted]'s shipment before their scheduled date. She has been informed of this.As for the mention of the extra cost of gas, that was not something that we were going to cover. We agreed to cover the cost of an air mattress as a good will gesture so that she did not have to pay extra gas money to stay at a hotel that is an hour away from her current location and workplace.The mention of 50% of receipts is part of our delay claim policy and it is up to Ms. [redacted] if she will provide receipts of that nature during the duration of her delay.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. 
[I am rejecting because the company needs to be held accountable for their actions. The know they over book or schedule last minute customers, which pushes previous customer delivery dates back. If you look on various review websites they are notorious for delaying customer deliveries and taking on more contracts during promised delivery window. Arpin says they cannot give refund because of tariffs. I think Arpin should cover those expense and still be able to give a refund. They need to come out of pocket so they realize they cannot treat their customer this way and get away with it. In addition, they charged me full price and the delivery guy did not set up all of our stuff because he said and I quote him, "I do not know how" What kind of delievery guy does not know how to reassemble bedroom furniture and book shelves. My husband is still trying to close up loose ends with his command and now I have the added stress of trying to reassemble our things. Please do not let them get away with robbing customer and chargind full price for breach of delivery / set up contract. When you do a job, do it right and there won't be any issues. ]
Regards,
[redacted]

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

Hello,The $180 charge that Mr. [redacted] is referring to is for valuation, not insurance. The valuation is for any new transit related damages, which covers the entire shipment. He claimed other damages that were taken care of because of the valuation he selected. Our inspector determined that the damage to the painting was inherent vice and because there is pre-existing damage in the areas that Mr. [redacted] is claiming, that is why we have denied his claim.Sincerely,[redacted]Director, Private Residential ServicesArpin Van Lines, 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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. EDIT:  I have sent a more detailed email to the one provided in the response.
Regards,
[redacted]

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.

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.
[redacted]