ComplaintsforSpirit Logistics Network, Inc

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/30/2022 ****** delivered and installed washer & dryer that we purchased on 12/27/2022. On 1/16/2023 noticed water stains on wall behind washer. After we put washer through a cycle we noticed water leaking from ceiling of our garage which is directly under our laundry room. Ceiling in garage appeared to be saturated and large amount of water on garage floor. The next day we notice carpet was wet in the adjoining bedroom and when we opened closet the carpet and everything that was in closet was soaked with water including a camera, attachments and case. Also when ****** came to install washer & Dryer they damaged the flooring in laundry room. We called ***** and they said they filed a claim with Spirit Logistics. They sent someone from ****** to assess damage and he told us to hire a plumber which we did. Plumber found that when ****** came out to install washer & dryer that they did not put the washer on the hose which caused the water to leak back into walls and underneath carpet and flooring. I called and emailed ****** to give them this information numerous times however they never responded. I was finally able to find a name and phone number from someone at Spirit Logistics and I submitted photos, copies of receipts, and 2 estimates however I have still not received any information on what or if they are willing to cover any of the work and if so when it will be initiated. I have extensive water damage and moisture behind my walls, ceiling, and carpet. Since it has been over a month since the installation of my washer & dryer I am very concerned about mold. I feel like the longer it sits with nothing being done about the bigger the chance that we will have a huge mold problem. We really need someone to help us. The claim # with Spirit Logistics; ********* Washer & dryer purchased under husband’s name, ****** *******

  Business response

  02/13/2023

  We have been in contact with you regarding your claim and informed you that it has been sent to insurance. A manager has also been in touch with you to setup a time to assess the damage. Once the damage has been assessed and quoted, we can work on getting the check out to you. Thank you for your patience.
  
  Regards,

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

  Customer response

  02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Regarding complaint # ********* I am rejecting the response from Spirit Logistics. There has been no one from the contractor’s insurance company that has attempted to reach me as they indicated in their letter. We were forced to file a claim with our homeowner’s insurance and pay a $3000 deductible. Prior to us filing a claim through our insurance I had sent numerous emails and calls to Spirit Logistics as well as ***** with no response from either. In the very beginning ** ***** requested that we get 2 estimates and submit to her . I told ** ***** at that time that both companies said that they could not give me a firm estimate because until they came in and knocked walls down and pulled flooring up they would not know the extent of the damage or the cost. She still insisted on the estimates which we did submit making sure that she was completely aware that theses estimates would not even come close to the final cost. I had been informed at that time that the work could be anywhere from $10,000 to $25,000 or even higher. The estimate we submitted was for the cost of starting the work which was roughly $2000.  Finally ** ***** sent an email stating that I’m 8 weeks she would send us a check for the amount that was on one of the estimates which was not even a fraction of what the cost would finally be when the work is done not to mention that we already had to spend approx $400 for a plumber that ***** requested that we hire. I also had camera equipment that was damaged not to mention the carpeting, drywall, flooring, and mold removal. I sent an email back to her with no response therefore I had no choice but to file the claim through my homeowners. Sometime after our claim was filed and work was started she sent an email saying that a representative from the contractor’s insurance would call me which never happened and if it had I’m not sure what good it would do since our insurance company was involved and work had begun. Since there were issues with mold we could not continue to wait for months on end especially since no one from ****** or Spirit Logistics was responding to most of our attempts to reach them. Since that time, As you can see from the video I attached,  our lives have been completely turned upside down. We have fans huge fans and humidifiers everywhere that go 24 hours a day. They are very loud to where we can’t even watch a TV show and they keep us awake all night. I recently had surgery to my ankle and therefore my mobility has been impaired. I fell over the equipment just trying to get out of my bedroom. We have extensive damage . We recently paid $3000 to have our  interior walls painted however now we have fans blowing the dust from behind the walls and up in the ceiling all over our house. This has been a nightmare and spirit logistics nor Lowes didn’t even have the courtesy to respond to us. ***** did attempt to call once I filed a complaint with BBB however it was too late. I do appreciate the quick response from BBB and I am very grateful for your help. 

  **** ******

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

   
  Regards,
  
  **** ******

  Customer response

  03/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:  This is in response to the email you sent me regarding complaint # ******** against Spirit Logistics Network, Inc. with the attached letter from them, I am requesting that this be reopened because the response from Spirit Logistics in not true. No managers or anyone else from spirit Logistics have tried to contact me to send anyone out to assess the damages. Now in addition to the problems we already had due to ****** negligence we now have black mold. This is unacceptable. My home is still turned upside down. Flooring and carpet has been pulled up and they have knocked holes in my walls. We had large fans and humidifiers all over the house going 24/7. I am attaching a video and pics. We are out thousands of dollars. Our home was not even fit to live in for weeks. Please reopen this claim. Spirit Logistics has done nothing to resolve this and no one has contacted me. Thank 
  
  Sincerely,
  
  **** ******

  Customer response

  03/21/2023

  
  Complaint: 19331597
  
  I am rejecting this response because: see previous customer statement in the complaint timeline
  
  Sincerely,
  
  Mary Conner

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