Complaints

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:01/27/2025

  Type:Service or Repair 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.

  Appointment for free estimate per office girl, On 1/10/25 A man showed up around 10 a.m no company shirt, no badge, no name on his truck. He said I'm the plumber, my name in *****, explained we have no water in house, only a garden hose in back yard, he inspected pipes, said I did not bring correct tool, a camera, to check in the block walls, He said the office girl is new, she should have asked more questions. He said I will be back on, Monday 1/13/25 You will be my first stop, 10-10:30, "with an estimate", no show for that time, called his number= v/mail full, called office, "He will be there soon, He came an hour later, took camera, looked up in block wall, said I will go back to office and do my estimates, if you do not hear from me in a few days, call the office back, I went back to the BBB website found another plumber, they came the next morning 1/14/25 gave an estimate started work, fixed the issue. company shirt and professional. all in the same day. We called Arrow back to cancel the estimate process on Monday 1/13/25 , about 3 p.m. Thursday 1/24/25 we got an invoice for $110.00 invoice #****, His words on invoice stated, "Came out to camera and found out customer went with another company after I had already collect video needed for repairs" The plumber who fixed said all of ******* ideas would just have cost more money, ***** wanted to drill many holes, through block walls and connect everything outside,The issue was just fix some broken pipes. Today I called the office, asked for owner, regarding the invoice, office girl said "he was out", I said I have an issue, started to explain issue, I could tell I was put on speaker phone, I said why are you putting me on speaker phone?? She says it was a bad connection, she couldn't hear me, she had too, I explained issue, I then hear ******* voice calling me a liar, I was shocked at the unprofessional nature of this business to say the least, very bad experience, no recommendation here.

  Business Response

  Date: 02/12/2025

  The claimant appears to have several complaints regarding his first call to the Service 
  Department to schedule an estimate. In response, it is usually several days to create a formal proposal after the plumber has investigated the problem. It seems in this case, as the plumber was a field supervisor who was working to help the ******************* and because he doesnt always have tools with him, it required two trips to return with a camera to review the pipes that were leaking. The claimants statement indicates he expected the estimate to be done immediately. We are sorry for the two-day timeframe it took to finalize the formal estimate for the claimant but feel satisfied that the claimant found another plumbing company to help him resolve his plumbing issues. In addition, the claimant is unhappy to have received an invoice for the camera, other tools, and time spent when the field supervisor returned to investigate further. However, since the claimant has moved his plumbing issues to another plumbing company, we will withdraw the $110 invoice and close the claimants account.
  
  

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair 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.

  The plumber came out because our toilets flushed were flooding our showers. He spent 15 min here and said the line is clear and we have a 90 day warranty. The next day it started gurgling again. We called and were told it was our fault because he found wipes and its not covered. He misspoke. Its their policy. Nowhere was this policy given to me. At no point did he tell me he found wipes and left confirming the 90 day coverage. I had a second plumber come out and they found cuticle scissors in the drain and cleared it. This company said they took pics of the line and never found what was blocking it. Lied about their policy and tried to charge me more. Told me they took pics of the line which is obviously untrue as the second professional gave me the scissors found. Horrific, rude and unprofessional experience.

  Business Response

  Date: 06/22/2023

  June 22, 2023
  RE: Better Business Bureau complaint
         ID:  ********
  
  Arrow Plumbing Services is in receipt of the complaint recently issued by a customer regarding **************** she describes in her complaint to the Better Business Bureau.  The customer refers to a complaint regarding work that was done at her home on 05/23/2023. The Work Order for the appointment states that both showers in the home were backed up.  This type of problem is a stoppage that *** potentially be in a main line.  At the time of the call, the customer was informed of the cost for the work, and asked if they wanted the technician to bring a camera to use in the line.  The customer decided to wait and see if a camera would be necessary.

  The technician, who is no longer with the company, but per his notes was able use a 35-foot snake to clear out the stoppage which indicated a soft stoppage, meaning paper-like products had been put into the plumbing.  When he left, the drain was clear and flowing freely.  The technician informed the home owner.  At this point, the technician incorrectly informed the home owner they had a 90-day warranty.  Arrow Plumbing Services does not offer a 90-day warranty on any soft stoppages.  There was no policy to give to the home owner as the company does not honor a warranty under these conditions. The home owner was informed about the 90-day warranty situation when she called the next day and stated the plumbing had started gurgling again. It is presumed the home owner then called another plumbing company due to being upset about the warranty situation.

  The customer discusses in her complaint about a plumber taking pictures of the line.  Arrow Plumbing is unsure of who the customer is referring to. meaning if it is the second plumber or Arrow Plumbing.  If the second plumber, he did not see any soft stoppage as it had already been cleared from the line.  If the customer is referring to *******************************************, a camera was not used as per the original appointment notes where the home owner decided to not pay for the use of a camera.

  Arrow Plumbing Services does not deny the customer was misinformed regarding the ****** warranty.  The technician misspoke and for that we apologize.  We are also repentant that the home owner is unhappy and dissatisfied with the work that was received.  ********************** has spoken to the ****************** to assure and to remind them that correct and honest communication is imperative when speaking with the customer.

  We hope this response will indicate to the customer that ********************** always has the best intentions of satisfying our customers and providing the intended services for our customers and clients.