Complaints

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  3/30/2023 Came to repair my chair lift. Which was not working. I purchased batteries but that was not the problem it was a fuse.When I called I was informed the Service Fee was $120 trip fee to ********* which I agreed to. The service man checked the batteries all OK and a fuse had blown. I was charged $240 for the trip and I complained. I was told a new girl in the office misinformed me. I called the company, they were going to listen to the call. No response. I contacted them again and nothing about listening to the call, they would not refund my $120. They we quick to try and sell me a service plan. I don't use my chair lift - it was here when I purchased my condo. I am on Social Security the bill was $456.38 for a fuse and dusting and spraying the cable! Please help! I am still paying the bill on my credit card.

  

  Business response

  07/28/2023

  Hi ******,
  
  I am very sorry to learn about the miscommunication that you received regarding the service fee to repair your stair lift.
  
  Our dispatcher provided a quote during scheduling for the correct amount, however,we understand that a lower amount had been quoted incorrectly before this by a team member in training. We apologize for providing conflicting price information and will honor the original price provided. Our accounting team is processing a $120 refund check that will be mailed directly to your home.
  
  We apologize for the misunderstanding and hope that you find this resolution mutually agreeable.
  
  Best,

  Arrow Lift

  Customer response

  07/31/2023

   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.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am the Council President for the ************** **************** We had an elevator lift that we had repaired on multiple occasions with a local elevator repair person. Before Christmas, several people including me got stuck between floors. We decided that we needed a new elevator/wheelchair lift. I contacted Arrowlift and talked with ******* and explained our desire for a new elevator. She said that because of shipping & supply issues, that she could send out a repair estmator but it would cost us $546 whether we went with them or not. I explained I had to wait till our next council meeting on 1/15 to get this amount approved and then contacted her again, telling her that we would need the bid for repair/replacement by our 2/19 Annual Meeting. The service person was to be there between 10:00 - 11:00 on 1/25. At 11:30 he hadn't showed yet and my 2 council members needed to get to work. While on hold, I heard the message that if you wanted a new elevator, it would be with a free estimate, which is what we wanted in the first place. I asked ******* about it and she said that she was repair not replacement and that the service person was in Richmond and would be to Terrace in about an hour or so. That was unacceptable for that day and she rescheduled for 1/30, and I stated again that we wanted a new elevator. I felt that this was essentially a bait and switch to get the $546 non refundable service call. He came on the 30th, took measurements. Again, the 2 council members stated that we had repaired this lift several times and wanted a new one. He stated that he was only for repair and not replacement. At our annual meeting, we had no choice but to accept another bid because AL never supplied the bid. I called ******* several times and when she finally got back to me, I told her we had gone with another company because we never heard from them. We finally got a bid in April. I've called **************** at least 3 times with no response back.

  

  Business response

  06/02/2023

  Hi ******,
  
  Im very sorry to read that your experience with Arrow Lift has not been positive. In retrospect, there were clearly some things that we could have done differently that would have created a more positive experience for you.
  
  Whenever we are contacted about replacing an elevator or lift that we have never seen, our process is to always start with a full assessment of the equipment. That way we can determine if the existing elevator may be repairable, which would save the Church both time and money. Starting with a service visit before moving forward with a total elevator replacement allows us the opportunity to make this determination. While we communicated the upfront cost of this visit ($546), it appears that we could have done a better job of explaining that this amount would be credited if you decided to move forward with repairs or a replacement elevator. It was our understanding that you agreed to these terms when we set the appointment.
  
  We understand now that you had already made the decision not to repair the current elevator and apologize for not hearing that during our initial communication.We also want to apologize for poor communication on our side regarding your appointment timeline, as this is not normally how we handle appointments.
  
  Through this process, weve been working with multiple people from your Church. Prior to you contacting the BBB, we had spoken with your Treasurer last week and have already agreed to a resolution providing a $200.00 discount on the originally agreed-upon rate. (attached documentation)
  
  Again, we apologize for the misunderstanding and if for some reason you do not feel that current resolution is fair, please let us know what you think is right and we will proceed with your recommendation.

  Customer response

  06/05/2023

   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.

  Actually it's better than what I was asking for, which was paying half of the $546.  

  Arrowlift said that our lift was repairable, but iti was the same parts replacement that has been done multiple times already.  It may have saved ** money now but not in the long-run.  It was old technology and every time someone got in it, it would shift and jam, a lawsuit waiting to happen.

  The sad part of the whole situation is that if we had been listened to in the very beginning, there was 100% chance that we would have installed their elevator/lift.

  Thanks so much for helping to resolve this issue.

*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. ↩