Arpin Group, Inc.

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.
[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. 
The storage facility instructions we discussed several times with both the local office ([redacted].) and the driver. There is no logical reason to leave the back of the storage unit empty. I would think any reputable moving company would use logic. See attached photos. This is not what I would expect for $3500.
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].  
re: [redacted]/Arpin response to Revdex.com re:[redacted] complaintThe point of our complaint was that we paid Arpin an extra fee of approx. $180.00 for 100% insurance coverage of our goods. The estimator from the furniture repair franchise was the only person to come to our house and he told us that he knew nothing of Antique paintings but would recommend an expert to Arpin. Our painting was over 100 years old and had a written appraisal from an art dealer. The only information Mr. [redacted] could have gained of the painting after its arrival in Tucson was from this man.The painting was the primary reason we purchased additional insurance coverage on our goods. The painting was in noticeably worse condition on arrival than when it was shipped. Our view is that if Arpin is denying responsibility for the painting damage under these, or any circumstances then their sale of additional insurance coverage to us was fraudulent. Were the painting to be restored to the best of experts ability then we would expect to share in the cost. That did not seem to be an option for Arpin. For one of us to come east for an arbitration hearing is a bit much due to age and distance. This is a matter of principle between two octogenarians and Arpin. If the Revdex.com is unable to settle the matter then please let consumers know of our bad experience with Arpin.
Regards,
[redacted]

Hello,The customer received $1,097 for his claim. As a goodwill gesture, we have offered him another $1,000. However, he wants $3,000 in total.One of the items in dispute is his speakers. Mr. [redacted] had a previous move with Arpin back in 2010 and he is claiming the same damages now as he did...

then. The claim was denied in 2010 because the speakers were recorded in the inventory as having pre-existing damage.The goodwill gesture of $1,000 can be used directly towards the dresser in question.We're sorry to hear that Mr. [redacted] was unhappy with his moving experience, but after looking into his claim again at his request, we stand by our initial claim offering.Sincerely,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]

Hello,We're unable to find a "[redacted]" in our system. Please have Ms. [redacted] provide us with her registration number and name on the account so we can look into this.Sincerely,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. 
I am rejecting the response based on the inability of the TSP to understand and properly accept responsibility for the loss of these items.  Carton #117 did contain the wall mount, however as you will see from the picture this is only half of the wall mount.  THE MOUTING HARDWARE WAS ATTACHED TO THE TV!  The packers would not have removed this hardware as it is very slim and low profile to the TV.  The wall mount is useless without this hardware, which was lost / stolen along with the TV.Carton number 118 did contain the sound bar... However as you will see it only CONTAINED YET AGAIN, half of the unit because as is standard design by [redacted], the main unit / control portion was attached to the bottom of the TV.  I am also filing for replacement of the Lost / stolen [redacted] Chop saw that the TSP failed to inventory properly and That I have photographic evidence / receipts to validate my claim.   My signature on the inventory check list only implies that the PROPERLY  inventoried boxes arrived / did not arrive.  I signed the additional form DD-619 stating that I did not unpack everything as of signing the inventory and that I would be inspecting for damage / lost items as I proceeded with unpacking.Do you not think that as I unpack I would find additional damages and missing items?   The only reason I noticed the TV was STOLEN is because it is in such a large skinny / unique box.  I didn't have to open 200 boxes to inventory all of my belongings to notice that was missing.You guys are implying illegal consent on paperwork that was not intended to be used that way.  I am not accepting the right to transfer these items to the MCO at this time because I will not be entitled to Full Replacement Value if I do so.  It is the responsilbity of the TSP to pay the Full replacement cost of these items in accordance with Federal Regulation and the contract with the DoD.
Regards,
[redacted]

Federal law requires interstate carriers operate under a tariff defining their rates and policies. Carriers publish their own tariff, but they must abide by their tariff rates and policies. Carriers are not allowed to rebate any portion of the legal tariff charges for a move. In the event of a...

delay, carriers must follow their tariff policy for delay claims. Our tariff policy for delay claims allows reimbursement for up to a maximum of $150/day for hotel (100%) and restaurant (50%) expenses incurred during the delay period. We require receipts as verification of these expenses. I have attached a copy of this information, which is the same information we send customers in the event of a delayed shipment.As she states in her complaint I spoke to the complainant on 6/18, the last contracted delivery day. I apologized for the issues scheduling her delivery, and went over the delay claim information. She met the qualifying weight, so reimbursement of hotel/restaurant expenses would not have been a problem. She informed me that she was staying with family so she was not incurring these expenses. The complainant insisted she wanted a reduction in her final billing. I explained this was not a legal option. I offered to email her the delay claim information, but she declined. Please see note #10 of our delay claim tariff policy where we state that pre-rates rents and mortgages do not qualify for delay claim consideration. As I said earlier, we do not have the legal option to meet the complainant’s request for the $150/diem without receipts, nor reimbursement of her pre-rates rent fees.

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. 
[ We did not stay in a hotel (my children and I slept on the floor and when we are paying for a move ourseleves, there is no need for us to keep receipts. Arpin needs to be held responsible. They know what they are doing is wrong and I personally would like to see the information regarding delays and/or tariffs that I signed. I have never had any other issues moving with other companies. The problem is that this is a continuous cycle with Arpin and it shows with the many complaints they have against them. If it was a once in a while thing, it wouldn't be an issue because things happen, but when they are purposely scheduling last minute contracts, (knowing they will be late and failing to communicate with the customer) to make money at the expense of the customers, that is wrong and they need to be held accountable. ]
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 feel that since the completion of this move is so delayed, that I am entitled to a reduction in price.
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. 
Attached are copies of the Claim Statements submitted in April of 2014.  I have made numerous attempts and given [redacted] ample opportunity to resolve and compensate  ( I also have photos of all the damaged property).   I was told by the driver of the truck ([redacted] ?) that they would have someone local come back and move items to the desied location in home - if this was not a valid statement their employee promised me then they should educate their employees so they are not providing false information - I would not have allowed them to just drop everything on the first level of the home if this information was not provided. 
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. 
For the damaged freezer, you say it was damaged by the other moving company, [redacted].  If that was the case I will contact them next week to hear their side of the story in more detail.  However I already spoke with someone from that company and not only does he deny causing damage, but mentioned waiting to receiving payment for their labor.  The washer and dryer are in storage because when I was in the military, my family and I stayed in a four bedroom house. I am temporally staying in an apartment with a lot less space until we get a house.  My washer and dryer are in storage until we get settled and moved into a house where we planned on using our appliances.  However it does not change the fact that your company moved a great working washer, dryer and deep freezer and returned it damaged (the deep freezer that your mover admitted to damaging because he said one of his guys put heavy boxes on top of it and to contact you to be reimbursed).  My property should have been returned in the same condition that you received it.  You stated that if the 3rd party could not have access to the items then there would be no way of them to properly determine liability so at that point, the inspection was canceled.  How was the inspection canceled when I personally took three hours off work to meet with the inspector to inspect the damaged items?  I was more than reasonable in trying to find a solution but instead I was given no options other than to move my own damaged appliances to a place where it could be plugged in. If you would like to further inspect the appliances I will be more than willing for your inspector to come out again and your company have it taken to a facility where you can plug it in. But I sent you pictures of the damaged appliances as well your own inspector came and took pictures of the damaged appliances. You also stated that the damage to the appliances is merely cosmetic due to the dents, but the washer has hardware that is needed to function properly that is broken off the back and dents all in the inside drum that we have taken pictures of as well your inspector.  I could understand and agree to an appearance allowance for the dryer and the deep freezer because they are dented and there is no hardware or parts broken off of them like there is on the washer. I will be willing to discuss the offer you have in mind to compensate for the household goods I filed a claim for.
Regards,
[redacted]

I am responding to the complaint that you emailed us on 12/14. The complainant was not satisfied with their claim settlement. I have attached copy of the federal law that states carriers liability cannot exceed the terms of their bill of lading (B/L) for that move. I have also attached a copy of the...

complainant’s signed B/L for their move, where they signed for the legal minimum of .60/LB per article for their move. They had signed for $50K in damage coverage on their 2014 move so we find it strange that they were unaware of their damage coverage options. We settled the complainant’s move in accordance with federal law and the terms on their B/L (contract) for their move.Sincerely,[redacted] | Director of Private Residential ServicesArpin Van Lines[redacted]Tel [redacted] Ext. [redacted] | Fax [redacted] | [redacted]