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:11/21/2024

  Type:Sales and Advertising 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.

  I hired Arrow Point Roofing to put a roof on a 6 square 2 car garage which is detached from my home. The price quoted was reasonable ($6,395.64) and I payed a down payment of $717.13 After the roof was installed I noticed not only a large pile of garbage stacked in front of the garage (unsightly but no big deal). Tape was hanging out of the shingles, some of which had blown into my next door neighbors yard. On further inspection I noticed that none of the shingles were laying down. All of them were curling and lifting. After contacting the roofing crew with pictures of the problems they assured me that the shingles would self seal within 48 hours. So I waited 2 days and the shingles were still lifting, some of the curling had actually become visually worse. I alerted Arrow-Point who assured me that they would have someone come and hand seal the roof, which I agreed to, reminding them constantly of my intent to pay the remaining balance once the roof met industry standards. After a few days arrow point contacted me claiming to have fixed the issue which remains unfixed to this day. This is when the interactions became less and less professional. The company began to accuse me of spying on their workers in a red Pontiac hatchback (which neither my wife or I have ever owned). Ive also never seen any of the workers or the person with whom Ive been corresponding via email because I work so often. I emailed Arrowpoint telling them that this accusation was untrue, baseless, and ultimately irrelevant and that it only served to trigger my suspicions about their intent regarding the work. I resolved to hire (on my own dime) a neutral 3rd party to inspect the labor on the roof, after which arrowpoint threatened to void my warranty, which would be in violation of both my contract AND my rights as a homeowner. The newest development has been the harassment of my wife, who has asked to be left out of this conflict. They have continued to contact her.

  Business Response

  Date: 11/21/2024

  Hi ******, first and foremost, I still do not understand why a "Team Lead" for Dabella (a roofing company here in *******) would hire anyone except the company they work for to do a roofing project at their home.

  We both agreed to allow the shingles to settle for a day or two. If they did not seal, we would send someone out to hand seal all of the shingles. The shingles did not seal in those two days so we sent one of our guys out there to hand seal all of them. That has been completed yet you are still not wanting to pay for the job. You stated in an email "After these repairs are made, we are more than happy to pay the remaining balance." 

  As of today, we have agreed to have a third party go out there and provide an inspection report. The only things we have requested with that is a contractor's license number to ensure it is a professional who is looking at it as well as to ensure it is truly a third party and not someone from the company you work for. It is very concerning to me that you have gone to the lengths of writing a 1-star review on ******, filing a complaint with the Washington State Attorney General, and now submitting a BBB complaint already. Like stated previously, TODAY we agreed to the third party inspection and to make any reasonable repairs. All off this gives me the impression that you are more concerned with tarnishing my company's reputation versus the roofing project itself.

  We have done a quality install of the roof and even went beyond our quoted scope of work to hand seal all of the shingles like you requested. We did that in the hopes of being able to turn a bad situation into a better one. Now our reputation on multiple platforms is being damaged by a competitors worker for unknown reasons. 

  Your wife is the sole owner of the home which is why I included her on the emails. She would be the one suffering the repercussions if this invoice continues to go unpaid. She has not once reached out to myself or anyone in my company in regard to not wanting to be involved in the situation. 

  I hope that you are able to reflect on the conversations and everything that has transpired in recents days and make the best decision for you and your family in regard to the final invoice payment.

  Regards,

  *******

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22588613
  
  I am rejecting this response because:
  

  After your initial repair attempt failed to resolve the issue, I no longer have confidence in your teams ability to perform the necessary work to an acceptable standard. Furthermore, your accusatory and insulting behavior, including false allegations against me and harassment of my wife, has severely damaged any sense of trust or professionalism in our relationship.

  Your sudden willingness to allow a neutral 3rd party to inspect your work; shows that your threat to void our warranty over the neutral 3rd party was merely an intimidation tactic. 

  Given these circumstances, I must reject (for the 3rd time) your offer to return to my property for additional repairs. You have already had the opportunity to remedy the issue and failed, and your subsequent conduct has made it untenable for me to allow your company back onto my property.

  Instead I have engaged a neutral 3rd party to inspect and complete the necessary repairs to my satisfaction. The cost of this work will be deducted from the remaining balance I owe your company. I will provide documentation of these expenses once the repairs are completed. 

  Sincerely,
  
  ****** ****

  Business Response

  Date: 12/13/2024

  You have received a quote for the "repair work". Once you sent it to us, you would not send us a paid invoice for the repair work. In your reply to the request for the repair invoice, you gave us three options:

  "1. Discount the project by $350 (the median cost of the repair), and I will remit the remainder of the balance.

  2. Discount the project by $1,000, and I will agree to remove all negative reviews related to this matter.

  3. If no agreement can be reached, I will pursue legal action in small claims court, including a request to cancel any remaining payments."

  We have agreed to option 1 and you have made the final payment. With you not sending us a paid invoice for the repair work, it gives me the impression that the repair work has not been completed, and it is just a way to get a discount on the roof replacement. Giving us the second and third option solidifies my assumption that this entire charade is meant to get a discount or release you of liability from the final invoice. Tarnishing our reputation to get $1,000 off your roof replacement says a lot more about you than it does us. Situations like this are a main reason why small locally owned businesses cannot survive. I hope that you can reflect on this entire situation and do better in the future for the sake of other small businesses.

• Initial Complaint

  Date:11/01/2022

  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.

  I hired Arrow Point Roofing to clean and add some gutters to my patio. They took the patio cover completely off to do the cleaning. Then they put it back on incorrectly. Now I have major leaking. I've asked them to come back and fix the problem but they won't. Now I'm having water damage from all the leaking.

  Business Response

  Date: 11/12/2022

  *************, we appreciate you choosing us for your gutter cleaning. After further investigation of your patio cover, we found that your patio cover itself is failing and needing to be replaced. We have already discussed this with you and are waiting on the new patio cover material to be manufactured and ready for pick up. Thanks, *******