Arrow Auto Glass

From: Bill C [redacted] < [redacted] @arrowautoglass.com>Date: Mon, Feb 29, at 4:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: Revdex.com Thank you for your emailPlease be aware we received your email and have been working to contact the customerWe were aware of the concerns prior to your message, and made arrangements to secure the parts necessary to address the issuesThe parts for repair were received last week, and we placed messages with the customer on 2/and 2/We tried again to contact the customer on 2/26, and the voicemail was fullWe will respond to this complaint to let you know it has been resolved once we hear back from the customer, and fix the items that need to be fixed

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

I sent an email last to [redacted] as we did not know how to access this site using the compatibility button until todayThe parts needed for this job are not available through regular sources nor through the dealers due to the age of the vehicleWe have been searching online, and founds partsThey are on order and should be available by the end of DecemberWe contacted the customer to tentatively set up an appointment, and we are waiting to hear back from the customerWe will advise when the job is complete

Arrow completed the repair on 12/There were attempts to contact the customer to set up the repair by both Arrow and the Revdex.com during the prior weeks, but due to no direct connection between the customer and Arrow (some voice mail messages left back and forth) the appointment could not be competed until 12/

This concern has been reviewed and addressed with the customer.

[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.]
Revdex.com:
I have reviewed the response made by the business
in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The dates they mentioned don't even make sense"2/5"? Their response to the Revdex.com illustrates about as much care for details as they showed towards my vehicle.Regardless of my voicemail being full, I was reachable and spoke with several different contacts at Arrow Auto Glass regarding the issuesThis business has zero regard for the safety of their customer, putting a pregnant woman in her car to drive home about miles on the turnpike with no rearview mirror. Had they contacted me on Monday, February after the replacement parts for stuff THEY BROKE were installed, they'd know that there are more wires showing now behind the rearview mirror than ever before and now the rearview mirror power button continues to flash off and onIt doesn't work correctly.I've given this company many opportunities to fix what they broke and I am now moving on from thisI expect a full refund as they damaged several parts of my car that were not fully fixedThey would know that had they called me on Monday, February to ask me how everything went with the repairsInstead, they didn't follow up and simply deposited my check. I've never written a Revdex.com complaint before--but this is needed because this company is awful, with no regard for customer's safety, their money being spent, or their vehicles.
Regards,
*** ***

While the local windshield replacement person tried to work with me, corporate did nothing but block the replacement of my windshield every step of the wayThey lied to me several times about when they would be able to replace my windshield, and they lied also about whether or not they had the windshieldThey cancelled appointments at the last minute three timesWhen I issued a complaint on the phone, the customer service representative yelled at me and said that the windshield was very difficult to get and I should have been grateful that they got it for me at allCorporate was absolutely worthless when it came to getting my windshield replacedThey also got a far more expensive windshield than was needed so they could up charge my insurance companyThis was according to several local glass installers that I had to quote after two weeks of no windshield replacement

From: Bill C***Date: Mon, Feb 29, at 4:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: Revdex.com Thank you for your email. Please be aware we received your email and
have been working to contact the customerWe were aware of the concerns prior to your message, and made arrangements to secure the parts necessary to address the issues. The parts for repair were received last week, and we placed messages with the customer on 2/and 2/We tried again to contact the customer on 2/26, and the voicemail was full. We will respond to this complaint to let you know it has been resolved once we hear back from the customer, and fix the items that need to be fixed

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: my car still is not fixed and as for them not being able to find the part is a lie. I [redacted] the part and found many sites with it. I had given them a site to get it and they came up with other excuses. 
Regards,
[redacted]

From: Bill C[redacted]<[redacted]@arrowautoglass.com>Date: Mon, Feb 29, 2016 at 4:36 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: Revdex.com <[email protected]>Thank you for your email. Please be aware we received your email and have been working to contact the customer. We were aware of the concerns prior to your message, and made arrangements to secure the parts necessary to address the issues. The parts for repair were received last week, and we placed messages with the customer on 2/24 and 2/5. We tried again to contact the customer on 2/26, and the voicemail was full. We will respond to this complaint to let you know it has been resolved once we hear back from the customer, and fix the items that need to be fixed.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

This concern has been reviewed and addressed with the customer.

I am attempting to respond this complaint, but I can’t figure how to type a response. The text area on the response screen is all blue, and will not allow me to type. Please advise how I should reply. Basically, we have worked with...

the customer and the body shop to determine what caused the leak. It was not the windshield, but a stop that loosed, and allowed water to enter the vehicle. We are working with the customer to clean the carpets, and remove any odor. This should be completed in the next week. The customer will respond the Revdex.com as will we when this is complete.

I sent an email last to [redacted] as we did not know how to access this site using the compatibility button until today. The parts needed for this job are not available through regular sources nor through the dealers due to the age of the vehicle. We have been searching online, and founds parts. They...

are on order and should be available by the end of December. We contacted the customer to tentatively set up an appointment, and we are waiting to hear back from the customer. We will advise when the job is complete.

Arrow completed the repair on 12/31. There were attempts to contact the customer to set up the repair by both Arrow and the Revdex.com during the prior 2 weeks, but due to no direct connection between the customer and Arrow (some voice mail messages left back and forth) the appointment could not be competed until 12/31.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will be satisfactory as long as the truck is cleaned properly and any items replaced, are replaced with the factory parts 
Regards,
[redacted]

[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.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...

resolution is satisfactory to me.  Regards, [redacted]

Review: This is the complaint sent to Arrow two weeks ago - I would like to make the corporation aware of a serious customer service issue I had with the shop located in [redacted]. It started from the day I made the appointment. The 'manager' by the name of [redacted], I asked him if someone could drop me off at my house (3 blocks away) and he said yes. On the actual day of the appointment, he denied to take me home. I explained to him that if I would of know ahead of time, I would of made arrangements for someone to pick me up. He drove me home with an attitude and denied to drop me off at my house and left me a block away from my house and I had to walk home. Then in the afternoon, I picked up my car I noticed the sunroof was not functioning. I notified the technician and he said he would notify the manager. I went back this morning to talk to the manager so that sunroof can be fixed because it was an error on the technicians side since when the windshield was being replaced, they cut the cables/wires that connect the sunroof. As soon as I got off my car, the manager [redacted] walked towards me and insulted me. He called me a [redacted], etc. etc. He never greeted me or asked me what I needed. I asked him to calm down and I wanted to explain what the issue was but he continued insulting me. Then he said to me - 'go back to the country where you belong to'. All the shop employees were listening to him screaming at me. I stayed outside the shop and called the police. They arrived within a few minutes and the officer told me I can charge the shop manager for racism and take Arrow to court to request reimbursement of the cost I had to pay another shop today to get my sunroof fixed. I have a detailed invoice and explanation from a technician indicating the wires were cut when the windshield was replaced. I had to pay $191.43 to get this fixed.Desired Settlement: I'm requesting two things - 1) Reimbursement for $191.43 I had to pay to get the sunroof fixed. I have an invoice and pictures of the damages caused by the Arrow technician.2) I request the manager [redacted] to publicly apologize for insulting me. I would like this to be done in front of all the employees at the shop because they all witnessed the way he mistreated me. You do not call a customer a '[redacted]'.I'm very disappointed for the customer service level at this shop. The said manager should not be a manager. He has not customer services skills. He is a [redacted] person. It very unfortunate that people like him make Arrow look bad. I expect a response within a few days. FYI - I also called the 800 number yesterday and today and the representatives asked to please send this email and they were also going to file a claim re the sunroof damage and the manager.

Review: I had purchased a new windshield from Arrow auto glass for my 2004 [redacted] 2500 on 8/16/2013. The truck spends most of the time in the garage, a few weeks ago I had the truck out in the rain, about a week after it was outside I went to drive it and noticed a strong smell on mildew in the truck. It was at that time I noticed that the passenger side floor was soaked with water. I called arrow auto glass about this issue, since my truck had never had any water issues with the old windshield in the truck and it looked to be dropping down from the windshield. They did inform me that they do have a lifetime warranty on all there work, and that they would send a tech out to look at the problem.

The day we had set up to have it inspected, the tech called me prior to coming out with a time frame. At this point I began to get a little concerned because the tech began to tell me that he was sure that it was not the windshield or the work that they had done that was causing the problem ,and it was most likely from something else. Later that day there tech had showed up tested the window outside of where I work. He told me it was not the window and that he was the one who installed it. Also that he was doing this job for 25 years. Then he proceeded to glance at my cab lights on my truck and ask if there were stock. I told him they were not and that I had the installed 2 years ago. He immediately began to blame the leak on the cab lights, and informed me there was nothing else he could do.

Later that day I removed part of the interior of the truck to see if the leak was where he had said it was coming form. I ran a garden hose over the lights and no water came in. I then began to run the hose under the windshield on the passenger side of the truck, at this point I could see water pour out onto my floor of the truck. I immediately called arrow auto glass and explained again what was happening with the truck. I was told they would send a tech out again to look at it. Once again they had sent the same tech, and much like before it was the same story ( His mind was made up that it was not from them before he got there). later that day he showed up to look at it and I showed him what was happening with the water, again getting no where. He began to blame it on everything but the windshield. At this point it began to get frustrating for me. I know things happen but the truck never did this prior to them installing the windshield. Also to be able to run water under the windshield and watch it run onto the floor tells me there is a issue from the install or the windshield.

I called the office once again and had got the manager (Dave S[redacted])on the phone. Much to my surprise some of the comments he had made were completely unprofessional. After I had told him that I was sure the leak was coming from the windshield, He had told me that ( I had already wasted three hours of his tech's time). I was a bit taken back by that comment. After all that we came to a agreement to take the truck to a body shop to have it tested and he would pay to have it checked. I was fine with that.

I had taken the truck to a local body shop where they had determined this it was in fact coming from the windshield area. A few days later I had received a message from dave that they were going to come out and install a new windshield. This was on a Thursday. I did have work late that day and the next, so I did not get back to him right away. I went to return his call on monday. By then the story had went from installing a new windshield, to they were going to sent out another tester. At this point I was upset and it had seemed I was getting the run around on this problem. I did agree to this in hope that I can finally get my truck fixed correctly.

Later that week Dave had sent is tester Zach out. Zach was super helpful and nice I have no complaints on him. After looking at it he had determined that the leak was from a clip that holds the windshield up, But with that being said both Zach and the guys from the body shop were in agreement that this problem had started by the windshield installer disrupting the seal of the clip when they had installed the new windshield.

Once again I had called dave. With all three guys in agreement that this was caused by the installer I began to ask if they were going to clean/fix the inside of my truck. Dave began to give me the run around again. he had told me that they were not paying for any repairs and that its not there fault. He had also told me that the body shop did not help me at all. Not sure what he was getting at there? He the proceeded to tell me that the clip that was sealed on my truck from [redacted] has no effect on water getting into my truck. I was confused at that statement in wondering why is [redacted] wasting money in sealing them up since dave claims there is no need for them at all ,and the only reason they are there is to help a windshield installer line up the window correctly, ( thus proving that the installer did rest the new windshield on them to center up the glass and in the process disrupt the seal causing water to enter my truck.)

All I want at this point is to have my truck repaired. I did not ask for this to happen, and my truck never had this problem before I had the new windshield installed. I am concerned about the smell that is now in my truck, and also about mold starting to form in my truck from the water damage and making it unsafe to be in.

In conclusion I am writing for help because Dave from arrow auto glass refuses to make this situation right. Again all I am asking for it that the water damage due to a disrupted clip on the install be repaired.

Thank you in advanceDesired Settlement: My desired outcome is for my truck to have all the water damage repaired and the smell removed.

Business

Response:

I am attempting to respond this complaint, but I can’t figure how to type a response. The text area on the response screen is all blue, and will not allow me to type. Please advise how I should reply. Basically, we have worked with the customer and the body shop to determine what caused the leak. It was not the windshield, but a stop that loosed, and allowed water to enter the vehicle. We are working with the customer to clean the carpets, and remove any odor. This should be completed in the next week. The customer will respond the Revdex.com as will we when this is complete.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will be satisfactory as long as the truck is cleaned properly and any items replaced, are replaced with the factory parts

Regards,