Independent work sample, built for one real business
Arrow Auto Glass: a visible queue for every callback, warranty claim, and reschedule the office owes a customer
Arrow's own site (a WordPress build, checked directly) runs entirely on phone-based scheduling, including a confirmation call the morning of service, with no online booking, no customer portal, and no way for staff to see at a glance which promised callbacks or warranty decisions are still outstanding. The company's public BBB complaint file shows what that gap can look like in practice: a complaint from May 2024, after an April 2024 windshield replacement, cites reported window-tint damage where the customer says "manager never returned call," and a separate complaint from July 2024 describes a warranty that was initially honored, then retracted, before a partial reimbursement was worked out. This example shows a small internal tool built for office staff: a queue of every open commitment (a callback owed, a warranty claim pending, a reschedule needed), sorted by how overdue it is, so nothing depends on one person remembering.
Arrow Auto Glass, LLCKingston, PA · Elmsford, NY · Worcester, MAMobile windshield repair & replacement since 2008
Independent work sample, not affiliated with or endorsed by Arrow Auto Glass Operating Co., LLC or Arrow Auto Glass, LLC. All customer names, commitments, and reference codes inside the tool below are fictional and clearly for illustration only. The business description, service area, and complaint pattern referenced here are drawn from the company's own published site and its public BBB complaint file.
Arrow carries an overall A letter grade from BBB (not accredited) with 4 complaints in the last 3 years, and a mixed record on independent review sites (Yelp 2.7/5 across 98 reviews, Birdeye 3.1/5 across 40 reviews). Only one of the four reviewed BBB complaints is an unambiguous "a callback was promised and never came" pattern; a second describes a related but distinct broken promise, a warranty that was honored and then retracted, requiring the customer to pay out of pocket before a partial reimbursement. That is a narrower evidence base than some other candidates, disclosed honestly rather than inflated. The company is 18 years old, operates from at least three confirmed locations across PA, NY, and MA, serves a 6-state footprint, and its own Careers page is actively recruiting customer service representatives, citing "continuous growth," a sign that call volume and follow-up load are already stretching the current phone-only process. National and franchise competitors in the same vertical, Safelite, Glass Doctor, and Auto Glass Now, all offer online scheduling or a customer portal today; Arrow's own site confirms it has neither.
Log a new commitment
Open queue, most overdue first
Check the status of a commitment
Try AAG-1001, AAG-1002, AAG-1003 or AAG-1004 from the office view's sample queue.
How this gets built for real
The core deliverable is the office queue, not a customer portal. The researched offer here is an internal commitment tracker for staff. The customer lookup tab above is a small optional extra, not a replacement for Arrow's existing phone-based scheduling.
The reference code can be whatever the office already writes down. A real build reads from an existing work-order or claim reference instead of asking a customer to remember a new code.
This does not replace scheduling. It sits alongside Arrow's existing phone-based booking and only tracks the specific commitment: a callback, a warranty claim, or a reschedule.
The customer view shows only customer-safe wording. Internal notes typed in the office view never appear on the lookup page.