ARROW GLASS

Overall: Not a good experience. They had only good reviews & we decided to support the local small town business. My husband was home when the owner came to perform the quote, so he had access to view inside & outside the home. He quoted us a price which was very reasonable, which included removing the window itself. We told them come on out & perform the work. The tech came out (my husband took off work again to be home) and said he did not have to completely remove the window & could just do the work right there. He called the shop & had the glass cut to measurements & came back to replace the glass. We were told that they would send us a bill & it should be cheaper as there was less labor involved due to not having to completely remove the window. We got our bill...it was DOUBLE the cost of the estimate. There apparently was 2 panes of glass, which the owner, being the professional did not quote us for, we were only quote for one, BUT also doubled the labor. Him being the "professional" should be able to give us an accurate quote, because as a homeowner & not a professional glass installer we don't know any different. This was NEVER explained to us & NEVER communicated that our bill would be DOUBLE the quote. The installer also left a bottle of solution at our house they wanted it back. They did end up dropping our bill to about 18% above quoted price instead of 100% and got their solution back, but we're still NOT satisfied with this customer service. I have worked in a service department before & quotes are to be accurate or you eat the cost. Unless, there is more damage than originally thought, then you communicate with the customer & they make the decision. In our case, there was less work that was done than what was quoted & nothing was communicated about extra charges. Unfortunately, we will NEVER support this local small town business again.