Complaints

This profile includes complaints for ArcBest's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  ArcBest

  8401 McClure Drive Fort Smith, AR 72916

• 

  ArcBest

  3801 Old Greenwood Rd Fort Smith, AR 72903-5937

• 

  ArcBest

  1530 N College Ave Fayetteville, AR 72703-1916

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  ArcBest

  8100 South Zero Street Fort Smith, AR 72916

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  ArcBest

  PO Box 10048 Fort Smith, AR 72917-0048

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/27/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 26, 2025, freight 3PL company--ArcBest--specifically, sales person ********* *******, used predatory tactics to court business from me and my company by calling my mother on her personal phone. How he got my mother's phone number, I do not know, but it is their duty as a company to reach potential customers through reasonable and professional means, not through harassment. I called ********* ******* and advised him that calling my mother is beyond the pale of cold calling, and that I wouldn't work with a business that uses such predatory practices. I advised my freight team to do no further communication or business with ArcBest. The following day, February 27, 2025, I received an email newsletter from ArcBest that I never subscribed to. This is harassment, and 100% a retaliatory response from ArcBest. I need ArcBest and **** ******* to understand that this behavior completely unprofessional and unacceptable. I would also like to warn others that they should not do business with this company.

  Business Response

  Date: 03/03/2025

  Thank you for bringing this to our attention, *** *********

  We have thoroughly reviewed the incident involving our employee, and we believe that all actions taken were in good faith.
  
  **** ******* explained that the call was unintentional. Upon realizing the mistake, he apologized and confirmed with her that the number was incorrect. **** then asked for your cell phone number, but she declined to provide it and instead offered to call you and have you return the call. **** respectfully declined this option.
  
  **** was able to provide a screenshot showing where he obtained the cell phone number. Our company, ArcBest, uses a third-party service called ******* ***** to gather information on potential customers. Occasionally, the data provided by this service may include inaccurate contact information, as was the case here.
  
  While we understand that this situation may have been inconvenient, we want to assure you that we have addressed the issue internally to prevent future occurrences. We appreciate your understanding and remain committed to maintaining the highest standards of communication.
  
  If you have any further questions or require additional information, please feel free to contact us.

  
  

• Initial Complaint

  Date:01/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AGD Supply contracted a freight shipment to be picked up at my restricted access location and delivered to our customer through ArcBest freight broker. I loaded 1 pallet on the truck with my forklift. They delivered 1 pallet to the customers location. Then came the 3 corrected invoices and adjustments for liftgate used at pickup and delivery plus a residential delivery fee. I agreed to the customer using the liftgate at delivery and residential delivery and paid the $846.37 invoice. Now I receive an invoice for the liftgate fee at pickup location which I've disputed in several emailed several times. All I want is for ArcBest to credit the $80.63 to AGD Supply account and send me a letter stating that freight bill * ********* is paid in full and I'll never hear from ArcBest again!!! I certainly will not be contacting them ever again because I don't deal with dishonest people or companies!!!

  Business Response

  Date: 01/10/2025

  Good afternoon, *** *********** Thank you for taking the time to bring this to our attention and for sharing your shipment details. We've reviewed your shipment and spoken with the manager you spoke with yesterday on the phone. She advised us that the charges were still going to be removed and that the approval process had already begun. We verified with the approvers and they advised the same. The issue you've shared should be resolved very soon, and we appreciate your patience as we work to correct the bill.

• Initial Complaint

  Date:08/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I generated a quote for 2 huge shipments of fryers to be return to the appliance company, total came out to be around 600-700. I proceeded to schedule a pick up, driver came and it was swift until the billing problem. I received the invoice for about $2800, I called in for an explanation. Customer service was not helpful as they were just reading out from the invoice. They said that I reported the incorrect weight, it is clearly said it on the box ( gross weight 199 pounds) so total of 2 will be 398 pounds. They weighted and came out to be 400 pounds, 2 POUNDS DIFFERENCE and I was charged $72. Fuel surcharge was never mentioned when I generate the quote and I was charged about $600. There was a "allow lower charge at higher weight" extra for about $391. In conclusion, there was no helpful explanation and solution provided so I was forced to pay this ridiculous price because there's a deadline for my return shipment from the appliance company.

  Business Response

  Date: 08/08/2023

  Thank you for taking the time to share this information with us, Dao ****. We value the opportunity to address your concerns, but we will need your PRO number to look into your shipment further. Please respond with your PRO number and any additional information you may have, and we will follow up with our specialists and address your desired resolution. Thank you, Brooke D. 

• Initial Complaint

  Date:04/03/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is regarding (2) problems. I shipped out with ARC Best both times. I got a quote for the first shipment that was supposed to be delivered within 3 days. 10 days later it finally was delivered. 2nd shipment went out the was supposed to be delivered to Missouri location. And delivered within 2 days. This shipment ended up in Texas. I lost a customer because of it. So, instead of it taking 2 days it has now also been 10 days and still not delivered. If I wouldn't have called ARC Best to find out about the shipment they would have never told me anything. Terrible customer service. Even when you track my shipment it shows out for delivery 3/29. It is now the 31st of March.

  Business Response

  Date: 04/03/2023

  Thank you for bringing this to our attention. This is not the experience we expect or want for our customers, and we value the opportunity to address your concerns. Would you mind sending your PRO number for both shipments to ************com so our team can review with leaders in the area(s)? Thank you, ****** *. 

  Business Response

  Date: 04/06/2023

  Good afternoon, ********. Per our ARC 111 and the Bill of Lading for the shipment, transit times are estimates and not guaranteed. However, in this situation, our leaders have approved our request to remove the shipping charges for your shipment traveling under PRO *********. We would like to extend our apologies again for the delayed shipment that our carrier is delivering, and we appreciate you bringing this to our attention. 

  Customer Answer

  Date: 04/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Please email at ******************* the same response so I may keep a record of it.  I don't want your company to come back and tell me that I have a past due invoice. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:03/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 26, 2022 I engaged with *** ***** at ArcBest for their firm to pick up wood pallets and deliver them to a location. There were some miscommunications on my part as well as Mr. *****s part. The end result was that ArcBest was kind enough to give me a discount on the cost of the freight. I have email proof that the original freight cost was quoted at $1,683. After the issues, I have an email string showing that *** had confirmed from our phone conversation that the freight cost would be reduced to $800. As recently as yesterday, March 30th 2023, I have been receiving communication from other team members at ArcBest stating that I have an outstanding balance. I have forwarded proof of the agreement for reduced payment but I simply keep receiving these random emails that I have a remaining balance of $800, previously they stated that I owed $883, but for some reason they have now reduced it to $800. This has gone on long enough, I need to move on to productive activities and they do not seem to be willing or able to look at the evidence to see that I have paid the correct amount.

  Business Response

  Date: 04/07/2023

  Thank you for taking the time to bring this to our attention, ****. This is not the experience we want or expect for our customers, and we reached out to our teams to better understand the shipment. Our financial services team advised that the remaining balance for the shipment is being corrected and you should no longer receive any additional emails regarding them. We do apologize for the experience, and we value the opportunity to address your concerns. Please let us know if we can assist with any further questions. Our team is always happy to help and can be reached at [email protected]. Thank you, ****** *. 

• Initial Complaint

  Date:02/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 1/23/23 Amount of transaction: $2523.30 Delivery fee was $350.00 of the top amount Service Promised: Delivery and setup of treadmill Tracking / PRO #: 438902721 Issue: My tracking number indicated that my order shipped successfully from half way across the country in several days; since arriving at ArcBest distribution, it’s been sitting there, literally less than 10 miles from my house for a week and a half. Finally on 2/9/23 the day that it’s finally supposed to be delivered (attempt #2) I take off of work to be home, I get no call, have to call in multiple times, then finally get an excuse that the drivers route is behind and that that somehow equates to them not fulfilling my delivery. I’m then sent a new message to set up another delivery time, and all that link does is take me to a page that says that I’ve already accepted a delivery time. I paid $350 bill extra for this service and it’s absolutely unacceptable how terrible it’s been to this point. UPDATE: Today, 2/12/23, the third date of promised delivery, it had yet to arrive, and I receive no answer when calling their business phone. I is absolutely unreal how difficult something so seemingly simple is being made by this incompetent company. AVOID AT ALL COSTS. Resolution: Finish the job you promised this year, return at least a portion of the delivery fee you charged, as the description of delivery window and services do not reflect what is still ongoing.

  Business Response

  Date: 03/20/2023

  Thank you for taking the time to bring your delivery experience to our attention, Mr. *******. We value the opportunity to address your concerns, and we have looked into your shipment/delivery. We do see that the original appointment was moved from 2/9/2023 to 2/12/2023, and we would like to apologize for any inconveniences this caused. The delivery was completed on 2/12/2023, which resolves your request to have the delivery completed. In your desired settlement, you also outlined that you would like a refund of your portion of the delivery charges. Unfortunately, since the company you purchased the treadmill from is the paying customer, we are unable to issue you a refund. You would need to get in contact with the company you purchased the item from regarding this matter. Thank you, ****** *.