ComplaintsforQuill & Arrow LLP

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** this law firm in February 2024. The case managers are unresponsive up until the long they asked me to opt out of the ********** class action suit and told me the best outcome would be if I stay with them as my goal is a buyback. I called and asked for an update and they told me to take my car back for another service. I asked them why did I have to call for that update and they shouldve provided that update in our call about opting out the class action. My car is currently in the shop and has been for the last week and I had a question about the service and things needed to be done. I have called almost every day and have received no call back. Communication has been horrible and they do not update their end after a conversation. My case manager was changed after I complained of lack of communication and they still have not updated that information. Every time I call hey say ***** is the case manager and she is not. Its either ***** or ****. The amazing receptionist who answers the calls has been so patient with me but can get a hold of anybody working and Ive been on that call with her for about 45 minutes and the clock is still running. I feel as if the case managers are retaliating against me due to my complaints of lack of communication.

  Business response

  11/08/2024

  I appreciate the opportunity to speak with Ms. ****** after receiving this BBB complaint.  We had the opportunity to discuss her case, the experience she had with the firm, and the next steps in our processes.  I believe it was a productive conversation and we are moving forward in her lemon law case.  We plan on fighting to get her a positive outcome due to her defective vehicle.  We consider it a privilege to have her trust in our firm and it is our responsibility to continue to earn it.

  Thank you,

  ****** *********

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Quill & Arrow LLP as I had my 2019 ******* Elantra GT experience a number of problems. Once the vehicle had sat at the dealership of ****************** ******* for 30+ days, I filed a lemon law case with Quill & Arrow LLP (as 30 days in the shop made the vehicle a presumed lemon). After 3 another months or so, my insurance decided it was better to total the vehicle so I contacted my case manager at ********************************************* to LLP to advise me (I attached a screenshot of the conversation). My case manager advised me that it would be fine if the vehicle gets totaled as the attorney accepted the case since there was strong evidence. The vehicle did not run as it had a blown engine and ******* would not fix it (even though it was under manufacturer warranty) and my insurance would not pay out the amount to fix the engine and wiring harness along with any other things that may come up in that time it is at the shop plus storage fees from ******* ******************. There was no way to fix the vehicle so I could keep it for a buyback settlement.on 10/7/24 I received a letter in my email that ********************************************* would "No longer be able to represent" me against *********************. They told me they had filed my case with the courts on 8/30/24 and it would take 2-4 weeks. I had called several times for updates in the last weeks and got no response other than "I will check and call you back with an update".In the voicemail I received from ********************************************* today, they told me that they had not yet filed my case so there would not be any fees. They lied to me and failed to do what their business says they will do. They took on my case since it had strong evidence and they failed to keep me updated and left me in the dark about the entire situation and then decided they didn't want to represent me anymore. I am infuriated as I only signed the documentation on totaling my car AFTER I was advised by my case manager that it was fine to do so and it wouldn't affect the case negatively.

  Business response

  10/09/2024

  We are sorry to have disappointed Ms. Daily.  Although we are started the process of preparing to file the case, we had not filed the case.  The preparation is meticulously planned and we devote time to it in order to create the strongest case possible from the start. 

  Per the email sent to Ms. Daily on August 30, 2024 the communication stated: "Quill & Arrow is preparing your lemon case for filing."  We had not filed the case nor did our communication state that.  Our emails are logged for future reference.  We did stop the process of preparing to file when we learned that Ms. Daily's insurance company deemed the vehicle a total loss.  In some cases we can proceed with the lawsuit in these circumstances, but in her circumstance we determined proceeding to file was not the appropriate course of action.

  Each case is evaluated on its unique merits.  We have an obligation to act in our client's best interest.  Due to Ms. Daily receiving compensation from her insurance company this effectively nullified any benefit in proceeding with litigation as the money received would have reduced any potential settlement.  To drag her through litigation with little benefit at its conclusion does not benefit anyone.

  If she does wish to proceed with a lemon law claim, she has every right to discuss this with any firms.  We wish her the best whatever course of action she chooses.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am filing a complaint against ********************************************* due to their mishandling of my Lemon Law case and their negligence, which has caused me significant financial harm. Although I settled the case over two months ago, I have yet to receive my settlement payment or see the loan for my ***** paid ****** addition, I informed the law firm nearly a month in advance that the registration for the vehicle would expire, and I needed to surrender the car. Despite this, they failed to act, and I was forced to pay $780 out of pocket to renew the registration for a car I had already returned as a Lemon. When I inquired about reimbursement, I was told that they might not cover it, which is unacceptable.Since surrendering the vehicle on September 11, no progress has been made. I have repeatedly called the office (over 20 times) and am told that payment will be processed next week, but nothing has happened. Meanwhile, I continue to make monthly payments on the loan for a car I no longer possess, with the outstanding loan still not paid as of September 30.This negligence is causing me ongoing financial distress, threatening my credit score due to the outstanding loan, and creating additional costs like the registration renewal.I request an immediate resolution, including the release of my settlement check, the payment of the Tesla loan, and reimbursement of the $780 I paid to renew the registration for a car I had already surrendered. This must be resolved before further financial harm occurs.Sincerely,Ahmad Alragom ************

  Business response

  10/03/2024

  Mr. Ahmed has been updated regarding his specific circumstances and why this process has been held up.  The manufacturer is not accepting the vehicle surrender due to non-manufacturer installed items.  Once this has been handled, the process will continue toward closure.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired quill lemon July of 2022 ,now it's time to pay I surrendered my vehicle over 3wks ago still no payment, Quill was award $37k on my behalf ,besides they of payment of ***** in the contract it's states the dependent is not responsible for any legal fees , they also some additional fee called excessive mileage fee they made up. Now all the numbers are different from the one they sent Sept 28 2023 and the one today Aug 21 2024 , once please *********************** do the right thing and give me all my settlement.

  Business response

  08/23/2024

  ************** came into our office today and signed the final settlement.  Our numbers are in agreement with the amount of money she expects.  We appreciate ****************** willingness to resolve this matter.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My late mother was referred to this attorney due to her lemon car. During the process she passed away and we then help take over the case. In April 2022 they called us to help provide all documentation and then stated we won a case against ******* Our family was entitled to $15,000 in which the firm would keep the other $15,000 from the original $30,000 settlement as agreed per my late mother in paperwork. We have not heard from them since and no matter the multiple attempts we have called, no one answers. When they needed something they kept calling and texting but once they got the money, they have ignored our calls. We are just attempting to get the money that is due to our family.

  Business response

  07/01/2024

  Our firm has spoken with **************** on June 28th in response to his BBB complaint.  We advised him of the case status and provided him with the correct contact details.

  We continue to move forward with bringing this matter to a positive resolution.  We appreciate the professionalism that ************** has shown in this circumstance and grateful for the opportunity to represent him and his family.

   

  Best regards,

  *******************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Quill and arrow promised resolution of a lemon law lawsuit in 2 months. They also pressured and rushed me to sign their retainer, claiming that my case becomes weaker each day of delay. That part was extremely ironic because they are not ******* my case at all. It has been almost 2 months since i signed the retainer and provided all my documents for the lemon law. There has been zero progress despite them telling me repeatedly on several occasions that i have a strong case. Furthermore, they had the audacity to ask for more evidence of car troubles when i had no more before they can look at my file again. That is outrageous and makes no sense. They claim they have a 2 month turn around and my case was strong. There is no need to drag it or ask for more evidence. Anyway, i provided another report of evidence 2 weeks ago. They said they will expedite review of it. Now, they have ghosted me after i call and left an email for follow up. This does not seem right anymore. I need to talk to the head lawyer and they need to stop stringing me along. Or else, i find another lawyer and one that can sue ********************** and arrow for their deceptive and outrageous law practices.

  Business response

  07/01/2024

  I called and spoke with ******** today.  His case manager did speak with ******** on June 26th.  Unfortunately, our call was disconnected and my follow up call was not answered. I also sent ******** an email.

  I have not verified what information he was told during the intake process about the case taking only 2 months, but both his case manager and myself informed him that is not correct and 9-10 months is the average for this manufacturer.  While it is possible his case will be quicker than the average, we cannot promise that, and it may take longer.

  I have provided ******** the opportunity to terminate his case now, if he so wishes.  Once the case is filed that becomes more complicated.  Our hope is that ******** continues to work with our firm in this lemon law matter. We will continue with the case unless we receive communication that he wishes to discontinue.  

  Best regards,

  *******************************

  Director of Quality Assurance

  Quill & Arrow

  Customer response

  07/05/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have a case with them, and they refuse to communicate with me regarding an issue I have with the case. If I call, they say the lines are down, and no one can be reached. I don't even know who is representing me at this point because the attorney I talked to left the company, and they are botching my case. This is a legal matter including my name, and i feel they aren't representing me properly.

  Business response

  04/18/2024

  Dear *********,

  Thank you for taking the time to speak with me this morning.  I appreciate hearing your opinions and better understanding our specific situation.  I apologize for our lack of communication and we are working hard to hire more staff so that we will improve.

  Please feel free to reach out to me personally if you would like to talk and discuss your case.

   

  Best regards,

  *******************************

  Quality Assurance Director

  Quill & Arrow

  Customer response

  04/19/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase with ********* and the product that I purchased did not work. I returned the product and have contacted Quill over 15 times. They have stated that they will refund my purchase but cannot refund it back to my debit or credit card and must process the refund through check. I have received many emails stating that the check has not been sent and when it has been sent it will take 14-21 business days. I will include screenshots of responses from this company. The original purchase was October 17th 2022 and it is now December 14th and this issue has not been resolved. I am requesting a full refund immediately. I am very upset that my money is in limbo and they are not issuing my refund.

  Business response

  01/27/2023

  Business Response /* (1000, 5, 2023/01/09) */ We are not the referenced company. We are Quill & Arrow LLP, a law firm. Please direct this complaint to the appropriate party.

*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. ↩