Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Pictures of are of railing ***** did so the other brand new railings he installed all look the same. Rust, overspray all over my house, no welding only glue paint chipping off. The railings are bowing not stable. Ask repeatedly for him to return to make correctionsjust crickets worse contractor I have ever hired

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Aero fence was contracted to install stainless steel fencing around my lanai. The job is incomplete. The products used are not stainless steel and are rusting. Also improperly installed post and connectors, broken tile and painted materials where anodized aluminum was to be used . The cost to make repairs is an excess of $10,000 per quote. I have given them numerous opportunities to come back and finish and make corrections. ***** the owner fails to respond. Im seeking my money back so I can pay another contractor to repair what he has done. I have pictures to substantiate all of this.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In spring of 2024 we hired this company to install railings on our property along both back stairs from the lanai exits down to the dock area. The paver stairs were recently newly built and in excellent condition. Arrow promised us two sets of beautiful and protective railings that would be permitted and would meet city code requirements. The railings that he ultimately constructed were totally unacceptable for the reasons detailed in the letter attached to this complaint application.This list of defects, although extensive, is not everything. There is nothing about the construction of these railings that is acceptable. This was confirmed when a representative of Southern Aluminum came to see if he could salvage the work. His comments that day included that he had never seen a job this bad in his many years of experience and, even though he did not like to criticize others, this job was garbage and he said that whoever did this job should never be allowed to touch another railing job. He said that, because there were so many things wrong with this work, his only recommendation was to tear it all out, haul it away and start over from scratch, including repairing of pavers where necessary. There was no way to repair this terrible job. We reached out to another builder, ******************, which does these types of jobs and were told, after they saw the job, that this was totally substandard work. The exact words of the Sabal Construction were this is one of the most unprofessional installations I have ever seen and nothing about the current installation meets industry standards and the current railing system is beyond repair and must be completely removed. Arrow Fences work does not demonstrate basic competence in this field although he portrayed himself as an experienced and busy craftsman. He misrepresented himself to us and he did not follow through to build what we had agreed upon when we met with him and explained what we wanted to have done.

• Initial Complaint

  11/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  October 27, 2023: We signed a contract with Arrow Fencing, owned by *****, for a custom aluminum fence and gate replacement and a chain link on the side of our property. We specified a replica of our half-circle front fence. ***** was quick with an estimate and assured us a 6-10 week timeline, aiming for Christmas.December 11, 2023: ***** mentioned some materials were in, but not all. Despite more delays, we remained patient as he seemed responsive but what he was saying was not making any sense.March 11, 2024: Still without results, I contacted the supplier directly and found out ***** hadnt even ordered our fence. This was frustrating and felt misleading, though he finally placed the order after we confronted him.May 1, 2024: The fence was installed, but not as we requested. Instead of a half-circle, it was set closer to the house in an octagonal shape, losing space of about 1-2 feet. The gates were also incorrect and was not a special order and didnt resemble the custom ones we paid for.May 31, 2024: To address the design issues, ***** welded decorative arrows on the gates, but they arrived spray-painted rather than powder-coated that was promise that they were. Worse, there was a 4-inch gap, risking our dogs safety after a recent attack by a neighbors dog. He returned and fixed it with visible silver screws, affecting the appearance.October 28, 2024: After months of unreturned calls, I finally reached ***** when one of the welded arrows fell off and other concerns. He promised to resolve it but never showed up, reflecting a pattern since he received full payment in May.November 5, 2024: I confirmed with the supplier that ***** still hadnt paid them, despite our payment for the project.Overall, Arrow Fencing failed on craftsmanship, communication, and professionalism. ****** unreliable behavior, lack of follow-through, and misleading updates were unacceptable. We would not recommend this company to anyone looking for *************************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted Arrow Fence and Railing to remove a chin link fence and install a wood fence and gate.I paid #1,050 on 3/8/24 as a deposit. On 3/15/24 work was completed and I paid another $1,050. Please find attached invoices #****. About 2 weeks to a m month later gate started to sag. I took pictures and texted Arrow. I have been contacting them every week as problem was not corrected. Now the gate is non functioning. I was asked if bottom of gate was hitting ground etc. I was told someone would be out to fix it. Arrow has yet come come out. Each time I call or text they promise that someone will be out or they thought it had been dealt with or that I'm on the schedule for that day or the next. They are always polite but never have fulfilled any of their promises. I don't know what else to do.

  Business response

  07/11/2024

  I had stopped out the day the initial email was received and did cut down the date and had it be operational. I do have photos and videos to provide as well. If need be I will like back on site and rebuild the whole front gate area if the problem persists. I am willing to help and again my apologies for the delays on everything.

  Customer response

  07/12/2024

   
  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.
  
  Sincerely,
  
  ***********************

*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. ↩