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Business Profile

Windshield Repair

Arrow Auto Glass

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Windshield Repair.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/27/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 was referred to this company to replace the windshield on my car. They replaced it and damaged the molding on the A pillar of my car. They came back out after telling me they would replace the trim and they damaged it further. After reaching back out to them for a resolution they said my car is old and that they arent responsible for the damage they had cause to the vehicle.

    Business Response

    Date: 09/20/2024

    As requested by the customer ********************** purchased and installed new moldings on the 2006 ***** Accord

  • Initial Complaint

    Date:07/17/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 06/03/2024, I had my windshield replaced by Arrow Glass. Within 24 hours of the replacement, I observed the following issues:*My emission and inspection stickers were not placed back on the windshield but were instead handed to me in pieces.*The plastic molding on both sides of the windshield was broken.*The windshield cracked.*Roof lining around rear view mirror covered with black fingerprints.*The rearview mirror fell off.I communicated these issues to Arrow Glasss warranty department, specifically with a representative named ******. Initially, ****** agreed to honor the warranty and replace the windshield. However, she later retracted her decision, which was communicated via phone.Due to the lack of resolution from Arrow Glass, I had no choice but to hire another company to replace the windshield. This second company documented and took pictures of the damage caused by Arrow Glass. Consequently, this has cost me an additional $644.19, plus $70.00 for new emissions and inspection stickers.I am only asking for my refund.

    Business Response

    Date: 07/31/2024

    Hello,
    After review, although the customer's account does not accurately describe the full extent of what occurred we would like to close this matter.  Arrow Auto Glass has sent the customer a check in the amount of $341.46.   Reimbursing her in full for the cost of the windshield.
    We also need to add that the customer disputed her credit card in the amount of $302.76.  The amount of our invoice was $341.46 not $302.76.  We will be responding to the credit card company, disputing this since we are reimbursing her the full amount of the original invoice by check.

    Customer Answer

    Date: 07/31/2024

    [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. 

    Regards,

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

  • Initial Complaint

    Date:05/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 contacted my insurance (American National) on April 10th to schedule a windshield replacement as mine was cracked. They chose a company (Arrow Auto Glass) and they contacted me on April 24th to schedule repair. On April 29 a technician came and replaced the windshield. When I got to my car I noticed a **** in my window tint on the drivers side, scratches above that, and several black shavings all through out my dash. I sent pictures to the warranty department at Arrow Auto Glass. They stated all my issues were impossible to have happened with a windshield repair and would not be fixing my window that THEY damaged. I immediately noticed the **** in my window after getting my vehicle back and reported this to the company. I asked to speak with the district manager, they would not allow me to leave a voicemail with the manager and stated he would call me. I never heard from him.

    Business Response

    Date: 06/04/2024

    This was resolved with the customer a couple of weeks ago. Please contact the customer.


  • Initial Complaint

    Date:02/09/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    My daughters car got a rock chip while driving down the road, I called Arrow Auto Glass and discussed it being repaired or if it needed a new windshield, I then scheduled for a technician to come look at the windshield and they asked me to send a picture of the repair. I sent the picture and the lady on the phone said that they would review it and let me know if it couldnt be repaired then they wouldnt send a technician. They sent tech out to repair and after he was finished he talked to my daughter and his words to her were the repair is done but if you arent happy with the repair call and let someone know. This struck me funny but when she looked at it the chip was still in the windshield and it was sharp enough to cut your finger if you ran your finger across the repair. I called to let them know that we were not happy with the repair and the person on the phone was rude and hung up on me. I then called back and spoke to another person and they were helpful, they let me know a manager would call me in a short time. I had to call back because of no call but the manager proceeded to tell me the repair was done successfully and if we werent happy we would need to replace the windshield . They were not willing to refund the money for a poor job done and I believe this may be a pattern of repair for them so that people are forced to buy a windshield from the at a much higher price. The repair was poorly done and they refuse to make it right without me purchasing a windshield from them . I am including the before and after pictures where you can clearly see the repair was not performed well and the chip is still very visible.

    Business Response

    Date: 02/20/2024

    We covered everything that is within the terms of the warranty that was signed. Here is the link with our warranty information.  Please let me know if you have any questions.
    Thank you!

    **********************************.com/warranty-arrow-auto-glass.html

    Customer Answer

    Date: 02/20/2024

    [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 Answered]

     Complaint: ********

    I am rejecting this response because:

    The warranty has nothing to do with the repair not being completed.  Also I would like to see the signed copy of the warranty they are speaking of.  The entire basis of my claim is that the repair was not completed adequately and there is still a chip remaining in the windshield.  Their idea of a warranty on this is for me to replace the windshield with them.  No way I would trust a replacement to be installed correctly if they cant do a simple repair correctly! I am including a picture of their technicians poor repair that he is pointing at himself in the picture

    Regards,

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

Arrow Auto Glass is NOT a BBB Accredited Business.

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