Arrow Window Services Reviews (%countItem)
Arrow Window Services Rating
Address: 576 Hermes Rd, Hudson, Wisconsin, United States, 54016-7898
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Brewster with Brewster Construction agreed to take our existing walls down around our hot tub and put up a new enclosure. The first year after this was completed we could not get the door to lock. I contacted *** and he sent an employee to adjust the lock. *** did not charge us for this adjustment. We had no problems with the lock until recently. I contacted *** on April 6th to inform him we could not get the lock to lock again. *** said he contacted a representative who handles the parts. *** thought the representative would contact me. I had not heard anything so I contacted *** again on April 22nd. *** put another call in to the representative. Shortly after that I was contacted by a representative from Arrow Window Services. *** Butler came out and said a new lock needed to be put in. He did not have the lock, so he had to order it. On May 5th I received a voice message to call and set up an appointment. *** came out on May 13th to install the new lock. I was not told there was a charge for this visit and I was not given a bill. I was told if there were any problems to call. The lock on the door broke again the end of June or early July. I called Arrow again to look at the lock. *** came out on July 16th and had to replace the lock. After he was done replacing the lock he handed me a bill for $300. He said the bill was for the last time he was out. I told him I thought this was under warranty. He told me parts are warranted for 10 years and labor 2 years. *** left and I asked my wife if she knew we had to pay for this. She said nothing was mentioned. I contacted *** to see if he knew we would be charged. He said there shouldn’t have been any charges. I received a voice message on July 20th from *** with Arrow asking to return call. My wife left 3 messages for ***. *** returned the call to my wife 3 days after the last message. *** claimed he told me there would be charges. There was no such conversation.
We are very sorry to hear the complaint from our customer.
We believe we did everything we could to explain the warranty coverage and
service costs but feel there was a misunderstanding of the manufacturer’s
warranty coverage.
On April 23rd, 2020, the Service Supervisor called
the homeowner and scheduled service to inspect the lock based on the
information provided: the door was manufactured in 2016 and would not lock. (The
manufacturer’s warranty coverage is 20 years for glass, 10 years for parts, and
2 years for labor.) The Service Supervisor informed the customer that under manufacturer’s
warranty, the parts would be covered but the labor and inspection fee would not be covered. The customer was
disappointed there was an inspection fee, so we waived the fee and scheduled
the maintenance.
On May 4th, 2020, the Service Tech went out to
the homeowner’s house to replace the door parts and discovered the thumb latch
to be broken as well. The thumb latch needed to be ordered so they scheduled another
maintenance date for replacement. On May 13th, the Service Tech
replaced the thumb latch.
On July 6th, 2020, the homeowner called and
stated that the lock had broken again. The Service Tech returned to the home on
July 16th and replaced the lock, adjusted the door, and billed the
homeowner for labor.
We are not the manufacturer of the door or responsible for
creation of the issue. We provided a responsive
resolution without compensation, however, as a gesture of goodwill we are going
to waive all fees and labor charges we incurred to service this job.
[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. I would also like something in writing to confirm there is a 0 balance to me.
Regards