ComplaintsforArrow Renovation

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  We originally hired arrow renovations to install a new roof they only installed the paneling on one half of the roof. We were unaware of this.We hired them to renovate our bathroom and our deck.When we went to tear down the ceiling in the bathroom it was soaking wet due to the fact they had ot done the front half of the roof tge first time. Arrow had to redo the roof a second time. In that process they had to tear out my kitchen ceiling due to water damage from the negligence on the first roof We still can't use our bathroom upstairs because when they installed the onyx, they did not install the plumbing correctly on the fixtures. The shower still currently leaks into our garage. We will have to redo all of the Onyx to repair the plumming. We started all of these renovations in 2020. Almost a year later we did not have a bathroom functioning in the upstairs of our house for over eight months. The contractors dragged their feet. They lied about when they would be coming by, they left the water turned off to the house one day. When I was istructed by ****** to turn it back on ( breach of contract) it flooded the garage. We had to fire contractor named ******. She was stealing product and disappeared for several months. These projects started in 2020 and didn't finish until 2021. My mom took out a loan to have all these renovations done. We reached out endlessly trying to get answers. The communication was extremely poor and the accountability was zero. The owner owes my mom a refund on the bathroom. She has been an educator for 45 years, she didn't deserve to be scammed by ***** *****.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  BBB unable to locate business

  More info

  I hired Arrow Rennovation to replace the roof on my barn. The job was 'finished' on August 1st 2023. By April of 2024 pieces of the roof were blowing off, not screwed down correctly. Ive asked them to replace under warranty, but getting no response. The pieces that have been blown off were clearly never put on correctly.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I had Arrow Renovation contracted to replace and repair soffit and fascia, take off old gutters, put on new gutters and a complete roof. I now have a leak into my screened in porch. I have complained to my rep ***** ********* who texted me that "I have operations looking into this leak, that was November 5, 2023. On February 4, 2024, I texted ***** to see if they were still looking into this leak, no reply. I then called his boos and left a message, no reply. I then left a review on the BBB site, and still no reply. Today, their website isn't even active any longer. I did just call and their phone is still active, but no answer, so I left a message.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The nature of the dispute is that the company does not want to honor warranty work for the project. The company built a room where there was an open space. Now the ceiling is cracking. The project was finished in May of 2023. In July of 2023 cracks appeared in the ceiling. An employee of the company told us it would be a simple fix. They would open the ceiling and re mud to fix cracks and leveling of the ceiling. Today he is saying that because there is an existing joist partly across the existing ceiling, they are unable to level the new ceiling with the existing portion. As a result, we will have a permanent and growing pyramid shaped sag in the whole length of the ceiling. He said that to fix this would cost us extra money, then 15 minutes later we were told it would be impossible to correct and we were not told why. Our warranty covers all work done and that needs to be honored and our ceiling fixed. So we are at a loss as to why this is now an issue. This company should have known from the beginning that the new ceiling had to meet the existing walls. There were architectural plans drawn up. We need to have this issue corrected under the warranty we have that is good for one year.

  Business response

  09/13/2023

  Dear ***** *******
  I hope this message finds you well. We have carefully reviewed your concerns regarding the warranty work for the project, specifically related to the ceiling issue in the room we constructed in May of 2023.
  Upon thorough examination, it has been determined that the sagged joist, which is partly responsible for the ceiling irregularity, is an original component of the structure that was not under our contractual obligation for repair or modification. Our team has diligently adhered to the terms of our agreement, addressing the work specified within the scope of the project.
  While we genuinely value your satisfaction and understand your frustration with the situation, we must emphasize that our contractual responsibilities were carried out in accordance with the architectural plans provided. The presence of the existing joist across the ceiling, which has now created the challenge you've described, was beyond the scope of our initial agreement.
  We take our commitment to quality and customer satisfaction seriously, and it is not our intention to disregard the warranty. However, given the circumstances, the issue at hand falls outside the purview of our original contract.
  We appreciate your understanding and cooperation in this matter. Should you have any further questions or concerns, please do not hesitate to reach out. We are more than willing to assist you with any additional work or services that fall within the terms of our agreement.
  Thank you for choosing us for your project, and we look forward to continuing our positive working relationship.

  Sincerely,
  ***** *****
  Arrow Renovation

  Customer response

  09/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  The company was indeed aware of the existing joist and chose to continue with the project.  They should have either said they could not do the project or they need to fix the ceiling issue in it’s entirety.  We have had a second opinion that says the work was done correctly in the first place. That the work that needs to be done now should be done under  the warranty.   This opinion came from an employee of the companies husband.  He is a contractor and has his own business.  
  Regards,
  
  ***** ******

  Business response

  09/28/2023

  Dear ******

  We acknowledge your recent BBB review expressing your concerns, and we appreciate your feedback.

  Our primary goal is your satisfaction. ******, our Project Coordinator has shared with us that she has followed up, and we talked with you today on the phone and have an appointment set for next Tuesday.

  Sincerely, 

  ***** *****, Arrow Renovation

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September 2020 we contracted with Arrow to redo our master bathroom and closet area. The job was initially finished in July 2021 although contractually it was to have been finished in February 2021. As part of the job, the entire floor area was to be tiled, with a tiled shower and tiled platform for a bathtub. Recently we noticed problems with the tiling, such as loose tiling, cracked grout, and a shower bench that appeared to be absorbing water. We had a tiling company come out to tell us what needed to be done. They suspected the whole job was done improperly and suggested we start over with the tiling for these areas. We had them tear out the old tile which exposed a slew of problems, from the subfloor to improper waterproofing to improper installation of the tiles to improper mixing and application of the grout, etc. The bathtub platform and shower bench were improperly constructed. The toilet was not installed properly which led to mold. All of these issues and more were "hidden" by the tiles. I called Arrow twice asking to speak to the owner, ***** *****, but was told each time he was unavailable. I told the aide to send someone out to see these problems for themselves. Twice. No one ever came out. I sent ***** a couple of emails about this as well and he responded that a person in his office would work with me but no one ever called. We weren't going to stop the process of correcting the work so we had the tiling company forge ahead. The total cost of redoing this work correctly is going to be in excess of $30,000. We initially paid Arrow over $100,000 but no details were provided to tell us how much was the tiling part. Plus, we paid for the tile and grout outside of the money paid to Arrow. Without the BBB getting involved, I do not expect to ever hear back from Arrow. I feel we had a right to have had the work done properly and it clearly wasn't. The tiler has documented the issues. We want Arrow to reimburse us for the cost.

  Business response

  08/24/2023

  Dear *** ******

  
  I have received your memo and want to express my concern regarding the situation. I regret the issues you've encountered. Our subcontractor, Deal Construction, has been unresponsive despite multiple notifications to address the matter. We have initiated an insurance claim today to hold Deal Construction accountable and ensure coverage for the necessary charges. Our Controller, Bobbie, will contact you next week to provide comprehensive information for your future steps, including insurance contacts and legal resources.

  
  Thank you for your understanding.
  

  Best regards,
  ***** *****

  Customer response

  09/06/2023

   
  The reason I rejected the response from Arrow is that the matter remains unresolved.  Bobbie Reed of Arrow sent me an email on August 29 advising me that she would have a claim filed with their insurer by the end of day, August 30. I don't know if that was done, and even if it was done, I've heard nothing since.  *** **** provided me with the name and phone number of the insurance agent in her August 29 email.  I called the agent on August 31 and was told she was unavailable.  I left a VM message asking that she call me back and she has not done so.  I have not heard anything further from Arrow either.  I called Arrow on September 6 in an attempt to speak with *** **** to determine what has been done and what I can expect going forward and when, but I've not received a call back. 

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  **** *****

  Business response

  09/13/2023

  Dear *** ******

  
  I hope this message finds you well. I appreciate your patience and your efforts in communicating your concerns with us regarding the unresolved matter.
  I would like to extend my sincerest apologies for the lack of communication and clarity regarding the status of your claim. It is clear that we have not met your expectations in this regard, and I fully understand your frustration.
  As per our previous correspondence, I have been in contact with *** ***** and have discussed the process. Once we get pictures and invoices received from *** *****, we can move forward with the insurance claim. I understand that this process has taken longer than anticipated, and I regret any inconvenience this may have caused.
  I also attempted to contact our insurance agent, as per the information provided in my previous email. I understand that you left a message for the agent on August 31, but regrettably, there has been no response thus far. I will continue to follow up with the insurance agent to ensure a prompt and thorough resolution.
  I want to assure you that I am committed to resolving this matter promptly and providing you with the necessary information regarding the progress of your claim. As soon as I have new details from the insurance company, I will promptly email you with an update.
  Your satisfaction remains a top priority for us, and we appreciate your patience during this process. Please do not hesitate to contact me directly if you have any further questions or concerns.
  Thank you for your understanding, and I look forward to providing you with a satisfactory resolution.

  
  Sincerely,

  ***** *****

  Customer response

  09/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 thus far.  The process is not complete yet.  Hopefully it will be resolved satisfactorily, but time will tell.
  
  Regards,
  
  **** *****

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  June 1, 2023. Deposit $1174.30. Work to be completed by June 15, 2023. Project Mgr. arrived June 16, 2023 and left property, two individuals arrived 2 hours later, left and someone in an Arrow Renovation truck came and picked up property they delivered at my property. I called company and was told I would get a refund for my down-payment deposit by ****** ****. Waited two weeks with no refund, called main office to inquire. Fifth call made today to main office ************ with no indication as to my refund. No work has been done, started, completed or attempted. It is now July 7, 2023 with no resolution to this problem/issue. I should not have to wait a month for return of my money on work that has never been preformed.

  Business response

  07/25/2023

  I hope this message finds you well. I am writing in response to your recent complaint regarding the refund for your deposit payment, which was made on June 1, 2023, for a project scheduled to be completed by June 15, 2023. First and foremost, we apologize for any inconvenience you have experienced during this process. We understand your frustration and the urgency to receive your refund. However, after carefully reviewing the details of your situation, we would like to bring to your attention a key factor that has affected our ability to process the refund.

  Upon receiving your payment, we promptly allocated the funds to initiate the necessary steps for your project. However, it came to our attention that you canceled the payment process with your own bank. As a result, we were unable to proceed with the work as planned and were left with no means to request a credit for the deposit from your bank. This directly impacted our ability to process the refund in a timely manner. 

  To address your concern and resolve this issue, we have already initiated a request to your bank for the credit of the deposit amount. However, please be aware that the refund process can take some time to complete, depending on your bank's policies and procedures. We kindly request your patience during this period, and rest assured, we are doing everything in our capacity to expedite the process. We would like to assure you that no work has been started or attempted on your project since the cancellation, and we understand that you should not have to wait for a refund on a service that was never provided. We deeply regret this unfortunate turn of events and assure you that we are taking all necessary measures to prevent such situations from happening in the future.

  Once again, we apologize for any inconvenience caused and appreciate your understanding in this matter. We value you as our customer and hope to have the opportunity to serve you better in the future.

  Thank you for bringing this to our attention, and we look forward to resolving the issue promptly.

  ********** ***** **********

  
  

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem: Integrity of our roof has been completely compromised after hiring Arrow to install a ***** roof. Half to 3/4 of an inch of sheathing is exposed to the weather. After a year, the roof needs to be torn off, compromised decking replaced, and roof redone. Subs also removed the gutter covers when replacing the gutters compromising the drainage around the house. Their resolution is unacceptable. Photos of roof and guttering can be provided. 7/19/22 Called Arrow - referred to ****** 7/19 set up appt for him to come out to look at roof. Provided photos. 7/25 Came onsite & examined roof. 7/26 Text from ****** because they could not find the account or contract. We offered to send a copy but then they responded saying accounting would email a copy to them. 8/1 ****** reported he was working with ***** in accounting on the sub contracted for work. 8/25 ** called to see why we had not heard anything. He said the sub claimed the starter strip on the rakes was not required but they also contacted ***** directly who confirmed that the starter strip is required. ****** told us all that info was sent to ***** in accounting and he was no longer with the company. He told us to call Arrow. 8/25 ** called Arrow and was directed to the production manager. ***** said he would call back after looking into it. He did call later that day but ** was unable to answer the phone. The only message left was to call him back. 8/26 We called and left message for ***** to call back. 8/30 We called ***** twice and left a message for a call back. He called back and promised to call "tomorrow". 9/13 Again, no response from Arrow. No call back. Nothing has been resolved or even acknowledged. It has been 2 months. It is obvious Arrow has no intention of doing anything to rectify this situation or to honor the 5 year workmanship warranty. We are filing complaints with the BBB and Kansas attorney general's office in hopes of getting a resolution and avoiding legal action.

  Business response

  09/14/2022

  Although the project is out of warranty it is our intention to try to help on this project.  ****** is the Project Manager and will be touching base with you shortly.

   

  Respectfully,

  Customer response

  09/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: This job is NOT out of warranty. This was paid in full on October 22, 2021. We are less than one year into a 5 year warranty.
  
  Regards,
  
  ******** *********

  Business response

  09/21/2022

  As I stated already.  We are responding and making sure any problems are fixed per manufacturers specifications.  ****** is your PM and has been communicating with you on a plan to fix any issue.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with Arrow on 10/11/2021 for replacement of one pantry window and for siding work on our home for $24,623.41. We paid a $10,000 deposit. On December 17, we entered into a second contract with Arrow to replace five additional windows for $6409.48 and paid a deposit of $2500. Arrow did not give us an exact timeline for the repairs when we signed the contract, but we made it clear that all work would need to be complete by March because our garden would begin growing in. They said there was no problem with this timeline. However, because no work had been completed and we discovered that no materials had been ordered for the 2nd contract, on Feb 1, we sent an email to **** **** requesting that Arrow cancel the 12/17/21 contract for the five windows and apply the $2500 deposit we had paid them to our siding contract. Arrow agreed to this request. The single window from the first contract was installed on February 8, but we learned at that time that no other materials had been ordered yet for our home. Our project manager was unable to communicate and we had no confidence that he would be able to complete the work. We were very nervous at the timeline and we had encountered delay after delay, but Arrow told us that replacing our project manager would result in significant delays, so felt we had no option but to proceed. We signed a change order with Arrow on February 23rd to confirm our color choices because of prior miscommunications with their project managers. Four days later, we learned that Arrow had terminated our project manager, which they had already informed us would result in further delay. Unable to accept any further delays at that point, we sent a letter to Arrow asking them to terminate our contract and refund our money. We have sent several letters to Arrow requesting the return of our deposit, but they have not responded to the letters or refunded the money.

  Business response

  08/15/2022

  We have a valid contract for this job and we would like the opportunity to finish the job. We apologize for the communication issues between the consumer and the project manager. We have recently taken steps to get these issues regarding communication resolved and we have hired a new production coordinator in charge of ordering materials. We would appreciate and welcome the opportunity to finish the job.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April of 2021 I contracted Arrow Renovation to do some work on a duplex I purchased I had problems with the sealing of the siding, They replaced a section of brick wall that was unsatisfactory. I hired *** ******* *** ******** to redo the job because Arrow refused to redo it saying they would lose money. The gutter covers are not the right ones for the gutters. The water drips over the edge of gutters. They were to stain a fence and they only did the inside. I can supply further details if necessary and there were three different project managers during the time they were working. I would like to be compensated for the undone work and the $1,400.00 I paid to have the brick repaired. I look forward to your reply and hope you can help me. I am 69 yrs old and have been grossly taken advantage of. I paid 43K for this job that dragged on forever. ****** ****

  Business response

  07/14/2022

  Hello,

   

  We are regretful that we have received this complaint. Our explanation is as follows:

    The complaints about the gutters do not exist. We have gone to the property multiple times and the problem is not evident and/or the customer is not present to show us where the problem is, even though they told us that they would be at the property to meet us to go over the issues.

    As far as the masonry, when we originally completed the job, we admitted that it was not up to our standards. When it dried it came out of alignment, and we offered to fix the issue by completely redoing the work that was requested and completed, or to refund the customer's money. They chose to have us redo the job and the customer signed off as completed at the end of the job. Additionally, the customer was only charged to have a portion of the brick repaired, but the problem was that the entire wall needed to be redone but they only wanted to pay for a portion of the wall to be done, so that is what we did for them.

    The timeline of the job was long primarily because the contract was signed at the end of August. Once the contract is signed, we have to order the materials and due to the COVID-19 pandemic, production of these materials has slowed down significantly. We had to wait for the materials to be delivered in October to get the project started. Additionally, this project consisted of only exterior work. As the production of this project started in the fall, the weather often slowed down the process. Part of this job was for the staining of a fence and stain is very weather sensitive so we can only proceed with staining if the weather permits. The reason that the entire fence was not stained is because our pricing is based on square footage. The customer elected to not pay to have both sides of the fence stained.

    When we finish a job, we hand the customer a sign off form that allows for additional comments to be made about anything that the customer is unsatisfied with. Below the comments section is a checklist that ensures the job was completed to the customers satisfaction. This customer signed that form, checked off that the job was completed to their satisfaction, and left no additional comments about being unsatisfied with any of the work that was completed. I have attached the form to this response.

    In conclusion, this customer's project was an exterior renovation project that got significantly slowed down due to factors outside of our control. The work was marked as satisfactory and signed off on with no additional comments. We should not be held responsible when we took the necessary steps to ensure that this customer is satisfied before closing the job. We have attempted to work with this customer and make things right, but they seem to be unwilling to meet us at the property and show us where the problems are regarding the gutters.

  Customer response

  07/22/2022

   I had left messages wit Arrow Renovation and just left one now. I will be happy if they will re-inburse me for the section of wall they REFUSED to redo so I had another company fix their bad job. The gutters no on has come out. They said a representative from the gutter company would be out to see the job and that didn’t happen. The gutter covers may be the problem. If someone would inspect the work. The last project manager didn’t really do much of an inspection in my eyes. I had to point out a lot of things to him like he didn’t see or refused to see.   Staining a fence includes front and back. The outside of the fence is not done. Hopefully these issues will be resolved. ****** 

  Business response

  07/22/2022

  At the conclusion of the project we gave Ms. **** at $750 credit due to her not liking the craftsman ship on the brick wall.  Everything else has been completed per contract.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A sales rep visited our home in 05/2021. He did a sales pitch on a kitchen remodel and new cabinets. We were wanting a specific color that he did not have but told us they could get it. We accepted the contract and paid a down payment of $9258. He then set an appointment in 07/2021 to go and pick out backsplash and granite and was suppose to bring a sample color for the new cabinets. After meeting, he did not have the color sample cabinet. He had the same color cabinet from the sales pitch. We proceeded to pick out granite and backsplash as best we could to match up. After this I was suppose to receive a call from a project manager to come out and go over final specs on job. I never heard from anyone in over a month. I began to make calls and a project manager finally appeared at my home and wanted me to sign off on job and I refused to because I never was shown the right color cabinets. He stated that the sales manager would call me to resolve. I had to again call after 2 weeks and no response. At this time I’m furious and just wanted a refund. This is when everything went downhill and arrow stopped responding to me. It has been 6 months, I don’t have a kitchen done nor do I have a refund.

  Business response

  11/22/2021

  *****,
  We have been in contact with you about the issue involving cabinets. You had approved the cabinets and then right after we had ordered them you wanted to cancel the order.. That is why there is a 25% cancellation fee. Arrow Renovation has invested numerous hours, money and energy into this project and the company has no choice but to charge you for the cancellation fee. We have everything documented here with pictures of the countertop you picked out with the cabinet.

  Customer response

  12/14/2021

  
  Order a kitchen remodel with arrow renovation. Never got the kitchen done. They claimed they ordered cabinets that I approved and then wanted to cancel order. That was not the case they never received an approval from me to order cabinets. When I called to check status they were in the process of ordering something that I never approved. I saw in a prior complaint that I cancelled after they ordered and there was a name ****** on the paperwork. I never spoke with a ****** the only communication I had with arrow was with my sales rep ***. When the project manager came out for me to approve the order, I advised him that I was not going to approve something that I did not know what color it was going to be. Arrow claims that this is why they are charging me 25% cancellation. I did go to a showroom with *** and we tried to match backsplash and granite to the same color that he brought out during the presentation but they never gave me the final color. At this point it has been over 7 months and if they are going to refund me anything I still do not have my refund. Please advise why I have not received my refund? my kitchen has been fully completed by another company and at this point all I want is my refund!!!!

  Business response

  12/14/2021

  *****, Arrow has photo documentation of the granite, tile, and cabinets during your selection meeting with our sales rep ***. Additionally, you claim that you never picked a color, but have stated. “I did go to a showroom with ***, and we tried to match backsplash and granite to the same color that he brought out during the presentation.” Arrow has done everything in good faith to help design and order your cabinets. You chose to cancel and not proceed with the project, after we had ordered the cabinets. The contract you had signed has a 25% cancellation fee that we use to cover the expenses including restocking fees. 

*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. ↩