Arrows Automotive

Here's a fair and honest review after taking my Ram Promaster to Arrows a few times. In general, I think they are a reasonably priced shop trying to do honest work. However, I have had some issues with service there. The first issue occurred after they installed an oil sending unit. I got misfiring cylinder code on the drive home. I took it back and they fixed their mistake which was a faulty or poorly installed gasket. The customer service throughout that episode was really positive, and I totally understand that mistakes or faulty components happen. I still felt good about my experience. Recently, I had them replace my thermostat. In the vehicle report, they noted that I needed my engine air filter replaced. I declined that service, deciding that I would do that work and a few other items over the weekend. When I started to remove the ducting to my air filter, I noticed that the shop had not reconnected my air intake ducting to the throttle body. That means that the engine was bypassing the air filter. Luckily, I had only driven a couple hours and so probably no harm done to the engine. But, had I not chosen to replace that filter right away or had them do it, I could have really damaged my engine. I sent the shop an email with the video I'm posting here and a clear explanation of what happened and what I needed them to do. I got no response in the first 30 min they were open, so I called them. The service rep (who I haven't worked with before) first tried to tell me that the air intake ducting wasn't removed in their service. I knew that was wrong, so asked him how they were able to do the replacement while leaving it in place. Then, he said it really wasn't a big deal and that they would reattach my ducting. He's right that I don't think this will be a big deal for my engine, but it is a big deal to my sense of confidence with this shop's work. He said they would fix it quickly if I stopped by. Since I couldn't reach the hose clamp with my tools, I drove down there with the expectation of a quick fix. They had my van in the bay for 45 min while I waited. Part of this is because I got a check engine code for an evaporative emissions fault on the drive down. I figured that was because of the loose duct and told them about it. They claimed that the loose connection couldn't possibly cause that code which is the opposite of what both AI and a senior automotive engineer told me. I think they thought I was trying to use that code to get something out of them, but really I just wanted the loose duct to be the cause of the code so that I didn't have to worry about a completely different problem. (That code hasn't returned since they reconnected the intake duct.) So, I spent about 30 minutes trying to tighten that band clamp myself, 30 minutes driving to and from the shop, and 45 minutes waiting for them to reconnect the duct. If I were the service manager at the shop, I would have instructed my reps to offer a free oil change, etc on my next visit for the trouble and to maintain customer satisfaction. But, I barely got an apology for the mistake. I will say that there are really good customer service reps at this shop. I just didn't get them on this visit. And I do think they are, on the whole, an honest shop. But, I may look around to see if there's someone better after this last experience. EDIT: I'm editing my review of Arrow after getting the response below with an extra star. I appreciate that they want to improve their customer satisfaction. Finding a shop that wants to charge a reasonable price for honest work while being managed to run at a profit so they can stay in business is tough. I'll be returning to Arrow for my next service.