Hello,The customer received $1,for his claimAs a goodwill gesture, we have offered him another $1,However, he wants $3,in total.One of the items in dispute is his speakersMr [redacted] had a previous move with Arpin back in and he is claiming the same damages now as he did thenThe claim was denied in because the speakers were recorded in the inventory as having pre-existing damage.The goodwill gesture of $1,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
[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 I arrived at my storage facility to find all of my belonging stacked in the front of the unit with the back emptyUnable to open the door, I had to get assistance from the storage managerHe offered me an additional unit until I can hire a company to take everything out of the unit and repack from the back forwardUnacceptable service Regards, [redacted]
Hello,A reduction in price is something that we legally cannot do and the move must be paid for in fullOur delay claim policy is provided to our customers in the event of such delaysWe absolutely understand the frustration of Ms***, but we have to adhere to our commercial relocation tariff.Sincerely, [redacted] Director, Private Residential ServicesArpin Van Lines
Federal law requires interstate carriers operate under a tariff defining their rates and policiesCarriers publish their own tariff, but they must abide by their tariff rates and policiesCarriers are not allowed to rebate any portion of the legal tariff charges for a moveIn the event of a delay, carriers must follow their tariff policy for delay claimsOur 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 periodWe require receipts as verification of these expensesI 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 dayI apologized for the issues scheduling her delivery, and went over the delay claim informationShe met the qualifying weight, so reimbursement of hotel/restaurant expenses would not have been a problemShe informed me that she was staying with family so she was not incurring these expensesThe complainant insisted she wanted a reduction in her final billingI explained this was not a legal optionI offered to email her the delay claim information, but she declinedPlease see note #of our delay claim tariff policy where we state that pre-rates rents and mortgages do not qualify for delay claim considerationAs I said earlier, we do not have the legal option to meet the complainant’s request for the $150/diem without receipts, nor reimbursement of her pre-rates rent fees
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below***i have been in contact with *** She told me she is going to see what she can do My biggest concern is that we can all come to a fair settlement Regards, [redacted]
Hello,We are unable to provide a discount, but we would be happy to look at any hotel and/or restaurant receipts that were incurred during the days that the shipment was late in accordance with our delay policy.Sincerely,Arpin Van Lines
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] re: [redacted] /Arpin response to Revdex.com re: [redacted] complaintThe point of our complaint was that we paid Arpin an extra fee of approx$for 100% insurance coverage of our goodsThe 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 ArpinOur painting was over years old and had a written appraisal from an art dealerThe 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 goodsThe painting was in noticeably worse condition on arrival than when it was shippedOur 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 fraudulentWere the painting to be restored to the best of experts ability then we would expect to share in the costThat did not seem to be an option for ArpinFor one of us to come east for an arbitration hearing is a bit much due to age and distanceThis is a matter of principle between two octogenarians and ArpinIf the Revdex.com is unable to settle the matter then please let consumers know of our bad experience with Arpin 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] saysI will say that the communication between us was from my initiation, not the companyAs 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 weekNo one has explained to me why my furniture is sitting in storage in [redacted] , two hours away, for almost a weekWhile he did agree to pay for an airbed, he never agreed to pay gasHowever, this small amount of money does not cover the amount of inconvenience that we are experiencingIf the company did not have capacity to make this move in a timely fashion, the contract should not have been madeAnd 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 situationHe 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 hereThis in no way helps with the difficulty of living without furniture, without a washing machine in a town without a laundry mat 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 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 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 soArpins 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 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 days to discover what you guys ruined or stole from meI do not wish to transfer my items to the MCO and I want FRV from the the service providerCase closed YOu guys lost or stole my [redacted] chop saw, TV speakers and the wall mount I want the costs reimbursed immediately Regards, [redacted]
Hello,The $charge that Mr [redacted] is referring to is for valuation, not insuranceThe valuation is for any new transit related damages, which covers the entire shipmentHe claimed other damages that were taken care of because of the valuation he selectedOur 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
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 listedMr [redacted] filed a claim with our Claims department, but they denied his claim because these items were not listed anywhere on the inventory sheetsWe do not pack or transport alcohol and/or jewelry, so the moving crew would not be handling these items to begin withOur 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
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 herAfter 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,The inventory signed by Mr [redacted] at origin stated that the painting was torn and repairedThe 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 moveIn regards to the frame, the repair service stated that the painting is in an old plaster frame that has had numerous previous repairsBased 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 actionWe 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 soThis information was included with the settlement letter and check.Sincerely, [redacted] Director, Private Residential ServicesArpin Van Lines, Inc
We state on the contract that our tariff is part of the contractWe 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 responseThe delay claim is not expansive, or complicated I handle all delay claims, they do not go through our claim divisionAll 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
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] ***
We are responding to the complainant’s rebuttal to our original response to their complaintBased 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 NCThis 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 formsWe found it unusual that over the course of a year there would not even be a record of email communicationThe bill of lading shows that the complainant opted for the free damage coverage option of .60/LB per articleFederal law does not allow carriers to exceed the terms of the contract when settling claimsI 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 articleThey said they would have settled this claim for $600, plus $for the car, for a total of $They said that they would have wanted to determine the validity of the car claim, and then look at qualified repair estimatesAlthough we have no record of the complainant filing a claim, and it has beyond the month maximum filing period, as a gesture of good will we will offer the complainant $to settle their damage claim
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 herOur notes show that she was spoken with on 7/28, 8/1, 8/2, 8/3, and 8/along with the dates of 7/22, 8/4, and 8/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 reviewSince 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 workplaceAn 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
Hello,The customer received $1,for his claimAs a goodwill gesture, we have offered him another $1,However, he wants $3,in total.One of the items in dispute is his speakersMr [redacted] had a previous move with Arpin back in and he is claiming the same damages now as he did thenThe claim was denied in because the speakers were recorded in the inventory as having pre-existing damage.The goodwill gesture of $1,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
[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 I arrived at my storage facility to find all of my belonging stacked in the front of the unit with the back emptyUnable to open the door, I had to get assistance from the storage managerHe offered me an additional unit until I can hire a company to take everything out of the unit and repack from the back forwardUnacceptable service Regards, [redacted]
Hello,A reduction in price is something that we legally cannot do and the move must be paid for in fullOur delay claim policy is provided to our customers in the event of such delaysWe absolutely understand the frustration of Ms***, but we have to adhere to our commercial relocation tariff.Sincerely, [redacted] Director, Private Residential ServicesArpin Van Lines
Federal law requires interstate carriers operate under a tariff defining their rates and policiesCarriers publish their own tariff, but they must abide by their tariff rates and policiesCarriers are not allowed to rebate any portion of the legal tariff charges for a moveIn the event of a delay, carriers must follow their tariff policy for delay claimsOur 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 periodWe require receipts as verification of these expensesI 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 dayI apologized for the issues scheduling her delivery, and went over the delay claim informationShe met the qualifying weight, so reimbursement of hotel/restaurant expenses would not have been a problemShe informed me that she was staying with family so she was not incurring these expensesThe complainant insisted she wanted a reduction in her final billingI explained this was not a legal optionI offered to email her the delay claim information, but she declinedPlease see note #of our delay claim tariff policy where we state that pre-rates rents and mortgages do not qualify for delay claim considerationAs I said earlier, we do not have the legal option to meet the complainant’s request for the $150/diem without receipts, nor reimbursement of her pre-rates rent fees
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below***i have been in contact with *** She told me she is going to see what she can do My biggest concern is that we can all come to a fair settlement Regards, [redacted]
Hello,We are unable to provide a discount, but we would be happy to look at any hotel and/or restaurant receipts that were incurred during the days that the shipment was late in accordance with our delay policy.Sincerely,Arpin Van Lines
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] re: [redacted] /Arpin response to Revdex.com re: [redacted] complaintThe point of our complaint was that we paid Arpin an extra fee of approx$for 100% insurance coverage of our goodsThe 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 ArpinOur painting was over years old and had a written appraisal from an art dealerThe 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 goodsThe painting was in noticeably worse condition on arrival than when it was shippedOur 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 fraudulentWere the painting to be restored to the best of experts ability then we would expect to share in the costThat did not seem to be an option for ArpinFor one of us to come east for an arbitration hearing is a bit much due to age and distanceThis is a matter of principle between two octogenarians and ArpinIf the Revdex.com is unable to settle the matter then please let consumers know of our bad experience with Arpin 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] saysI will say that the communication between us was from my initiation, not the companyAs 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 weekNo one has explained to me why my furniture is sitting in storage in [redacted] , two hours away, for almost a weekWhile he did agree to pay for an airbed, he never agreed to pay gasHowever, this small amount of money does not cover the amount of inconvenience that we are experiencingIf the company did not have capacity to make this move in a timely fashion, the contract should not have been madeAnd 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 situationHe 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 hereThis in no way helps with the difficulty of living without furniture, without a washing machine in a town without a laundry mat 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 Regards, [redacted]
We are currently working with the complainant to resolve all issues to their satisfaction
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 soArpins 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 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 days to discover what you guys ruined or stole from meI do not wish to transfer my items to the MCO and I want FRV from the the service providerCase closed YOu guys lost or stole my [redacted] chop saw, TV speakers and the wall mount I want the costs reimbursed immediately Regards, [redacted]
Hello,The $charge that Mr [redacted] is referring to is for valuation, not insuranceThe valuation is for any new transit related damages, which covers the entire shipmentHe claimed other damages that were taken care of because of the valuation he selectedOur 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
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 listedMr [redacted] filed a claim with our Claims department, but they denied his claim because these items were not listed anywhere on the inventory sheetsWe do not pack or transport alcohol and/or jewelry, so the moving crew would not be handling these items to begin withOur 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
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 herAfter 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,The inventory signed by Mr [redacted] at origin stated that the painting was torn and repairedThe 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 moveIn regards to the frame, the repair service stated that the painting is in an old plaster frame that has had numerous previous repairsBased 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 actionWe 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 soThis information was included with the settlement letter and check.Sincerely, [redacted] Director, Private Residential ServicesArpin Van Lines, Inc
We state on the contract that our tariff is part of the contractWe 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 responseThe delay claim is not expansive, or complicated I handle all delay claims, they do not go through our claim divisionAll 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
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] ***
We are responding to the complainant’s rebuttal to our original response to their complaintBased 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 NCThis 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 formsWe found it unusual that over the course of a year there would not even be a record of email communicationThe bill of lading shows that the complainant opted for the free damage coverage option of .60/LB per articleFederal law does not allow carriers to exceed the terms of the contract when settling claimsI 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 articleThey said they would have settled this claim for $600, plus $for the car, for a total of $They said that they would have wanted to determine the validity of the car claim, and then look at qualified repair estimatesAlthough we have no record of the complainant filing a claim, and it has beyond the month maximum filing period, as a gesture of good will we will offer the complainant $to settle their damage claim
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 herOur notes show that she was spoken with on 7/28, 8/1, 8/2, 8/3, and 8/along with the dates of 7/22, 8/4, and 8/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 reviewSince 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 workplaceAn 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