Arrow Contracting Service

Unfortunately there was a miscommunication with Ms. Kelly as to a tentative start date for her project. We had her project slated as a fill-in project that we would get to at our earliest convenience, (which at the time was several months out.) We informed her that we would not request a deposit until we were closer to a potential start date and only billed her for the custom materials that we had purchased in preparation for her project. Like so many others in our industry, we are not immune to the labor shortages and material availability issues that have caused delays to all our projects; these delays continued to push-out a potential start date. To make matters worse, our vendor informed us that the decking manufacturer for Ms. Kelly's project was experiencing high demand for their product and had begun rationing materials to their distributors, creating an unknown logistical timeline for their product. When Ms. Kelly came into our office to look at possible alternatives, she inquired about a start date. Without a satisfactory answer, she expressed that she was not happy, that she would not choose to hire us again, and that she would not refer us to anyone else. We endeavor to provide a superior level of customer service; however, we are human and sometimes make mistakes. I am not aware of all the communications between staff and Ms. Kelly; regrettably, we must not have properly communicated the status of the project to her expectations. After careful consideration of Ms. Kelly's comments, as we would not be able to satisfy her now or in the future, we politely declined to proceed with the project and offered to either deliver her custom materials that she had purchased, or return her money in-full. Without a prompt response, we chose to refund her money.