Complaints

This profile includes complaints for Arrow Termite & Pest Control's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Arrow Termite & Pest Control

  10595 Highway 78 E Summerville, SC 29483-8706

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  Arrow Termite & Pest Control

  PO Box 3109 Summerville, SC 29484-3109

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:02/28/2023

  Type:Order 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.

  On 5/5/22, we paid Arrow $4050 to finish encapsulating our crawl space. In 1/23, we had a foundation company inspect our home for potential foundation work needed. What they found in our crawl space was very concerning. I have pictures that show that the encapsulation work was done very poorly. You can see bare spots, torn plastic, water and mud over the plastic due to it not being properly attached and new fungus / mold starting to grow on our floor joists. Also, because it wasn’t properly sealed, there was new debris in the crawl space from animals bringing items in. Lastly, and almost most disturbing, the employee who did the work left old snake skins hanging on pipes rather than just disposing of them with other debris. The inspector is the first person to be in the crawl space since the work was done. We are now having everything removed and the crawl space encapsulated properly before we can have the foundation work done.
  We are requesting a refund of $2500 (total paid less $250 paid for electrical work and $1300 material cost per the business owner).
  I wanted to resolve this directly with the business but the owner, David G*****, does not believe that they did anything wrong. He says they did what they were contracted to do. I told him that the estimate Scott, the employee, wrote up said they they were completing the encapsulation. I have that estimate with Scott's writing which starts "to complete encap" and then he lists out several things they will be doing. Scott told me verbally that most of the area was covered properly and he would complete that covering. This was not done (or if so, done so poorly that you can't tell now 9 months later). If they felt that a better or replacement plastic encapsulation was needed, why wouldn't they have told me that? Either way, the encapsulation had to be completely redone. Mr. G***** said we should have let them correct it and I pointed out that at this point I could not trust them to do it properly.

  Business Response

  Date: 03/01/2023

  I would like to explain what happened on this account:

  Scott went out to check Mrs. *****'s house for termites and we treated it, but the house had plastic installed and the previous owners had installed a cheap dehumidifier at that time. Scott let Mrs. ***** know the situation under the house. The joists and subflooring had fungi and had moisture and we could go under and install a Santa Fe dehumidifier, condensation pump, which would drain the water from the dehumidifier outside, from under the house, and seal off all the vents. The dehumidifier, when you close off the vents and have 100% coverage, will dry out the wood. You need 19-20% moisture to have active fungi growth.

  We did this. If there were any areas that was not completely covered with plastic, I would have been more than happy to go back and make sure it was corrected.

  Arrow has been serving the Lowcountry for 34 years this year and I am very proud of my employees and the job they do. We are all trained in the work we do, but every now and then there might be a mistake. 

  My plan is and has been from the day is started my business, if a customer calls and has a problem, we will there that day if not the next day. Mrs. ***** called to let me know she had another contractor to do the work without giving me at least a chance to correct it. I am very sorry this happened, but I wish we could have had a chance to make it right. I appreciate my customers and will do my best for them.

  Business Response

  Date: 03/01/2023

  This is the signed contract on the Work to be done. We installed the dehumidifier and condensation pump, and closed off all vents, if there was a problem, we would have come back to correct it. This is not our first time doing this kind of work, but it is our first complaint on this kind of job. When you're in business, sometimes things do happen, I asked Mr. ***** (he owns a business) had he ever had a problem with the work he had done for his customers, and he has, but his customers allowed him to go back and correct it. I know Scott, he has been with me for over 23 years, does a great job and i have complete confidence in him. If he made a mistake we would have corrected it.

  Customer Answer

  Date: 03/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I’ve shown the estimate Scott wrote up that said our encapsulation would be complete. As I’ve stated multiple times he should have told us if we needed new or replacement plastic. Instead he left us with a crawl space that wasn’t encapsulated and had to be redone. At best he left a mess down there.
  

  I no longer wish to engage in this forum with Arrow. The fact that he won’t take any responsibility isn’t going to change. An apology when I first talked to him would’ve gone a long way. Instead it was excuses and him basically telling me the other company tricked me into doing this. No tricks. Just good work on their part. We now have a properly encapsulated crawl space. 
  

  BBB can close this complaint with notes that we couldn’t come to an understanding. 
  
  
  
  Sincerely,
  
  
  
  **** *****