Spirit Delivery Company & Distribution Services Inc.

Review: This company now for the second time, has failed to deliver products ordered from the [redacted] in a timely manner. They claim they arrived at 7pm on the agreed upon delivery date, when they have been told numerous times that this is a business with normal 8a-5p business hours. They also claim to have left 3 voice mail messages which our $20K phone system must have mysteriously deleted before anyone could hear them (there is absolutely no record of any missed calls or voice mails from their company). I was made aware of this 8 days after the delivery was scheduled when I called to inquire as to where it was and why it was taking so long. We are a commercial contractor in PA, and both of these botched deliveries have cost our company money as well as tarnishing our good name.Desired Settlement: I definitely should not have to pay for the delivery and the [redacted] should be made aware of the continued negligence of their go-to delivery company in this area. I will also be filing a complaint against the [redacted] for consistent failure to deliver on promised dates.

Business

Response:

On 06/05 delivery was scheduled as the last stop of the day between the hours of 1:45 - 5:45pm. The delivery team began running behind their scheduled times and did not inform anyone in our dispatch offices that they were running behind time schedules.

Once the delivery team arrived (approximately 6:40pm) our dispatch office attempted 3X to contact customer and confirm that no one was on site for delivery. Messages are left with customers to call into our local offices to reschedule their delivery. Notes were placed into the customers order at the time of the phone calls.

Customer finally called in on June 13th and Mr. said they would be in to pick up the appliances. Customer picked up the appiances on the 17th.

Delivery team has since been removed from active duty and is currently retraining with location staff on proper policies and procedures.

Review: Spirit delivery team came to install [redacted] microwave that I had purchased and damaged our kitchen cabinet during installation. They forcefully squeezed the microwave to get into the cabinet. In the process, the cabinet got chipped and scratched. This was later seen by the other installation team and acknowledged that the microwave was wrongly installed. I called up the company for damage. They asked me to send the estimation for cabinets and labor. On the initiatives of **. [redacted] to solve the problem, **. [redacted] agreed to pay $1300 (for labor and cabinets) after verifying the damaged cabinets' images. He told me that the check will be sent to me within 4 to 8 weeks. Based on the assurance given to me, I went ahead and changed the cabinets and got microwave installed. Until today, I have not got any check from the company. When I called to enquire about that, I am told that [redacted] had left and **. [redacted] has taken over his place. After many attempts, I managed to reach **. [redacted] on the phone. To my extreme surprise, I am told that he cannot do what [redacted] had promised.Desired Settlement: I need $ 1300 which [redacted] promised.

Business

Response:

Claimant was working with an associate that handles our clai** after this had occurred. Since then we have terminated the associates employment with our company. We looked through all the records the terminated associate had accumulated, but were unable to find anything documenting the conversations or resolution.

Our new claims person spoke with **. [redacted] asking for some basic information and the estimates for the repairs.

We have since forwarded this on to the insurance carrier on record.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Complaint Detail

Reference: Revdex.com Complaint ID: [redacted] dated 12/19/2013. In response to my above mentioned Revdex.com complaint detailing about M/s.Spirit Delivery Company & Distribution Services Inc. not honoring their commitment on damage compensation in my residence, they had responded to Revdex.com that they had forwarded my details sent for the second time to the insurance carrier on record. However, M/s. Spirit Delivery have not communicated to me on this in spite of my sending an e-mail message to request for an action update on this. This issue has been going on for too long. I request M/s. Spirit Delivery to send me the damage check for $1300.00 as they had committed through their communications since October 2013.

Desired Settlement

Reimbursement of damages caused to my home kitchen cabinets: $1300.00

Desired Settlement: Refund-Check

Regards,

Review: On 9/2/13 I purchased I dishwasher and stove. My issue is with the dishwasher. Delivery was on 9/25/13, the stove was installed but dishwasher couldn't because of the need for a turn-off valve under the sink. The installers pulled out the old dishwasher and started working before they realized this. They pushed old dishwasher back in, leaving live wires wrapped with packing tape sticking out from under dishwasher. Instead of putting a cap on the pipe under the sink they tied off the end of the cap with a plastic grocery bag. Within 1 1/2 days water leaked from under the sink half way across the floor before I noticed anything. Bottom of the cabinet was soaked, water under area of kitchen tiles causing damage. On 9/30 the plumber comes and installs turn off valve. Most of this time I have no water available to use in the sink. Installers come on 10/2/13(instead of scheduled 10/3/13) to now install the dishwasher. My 16yr .old son happened to be home sick and let them in. They had a minor sign off on installation, which is illegal. Used dishwasher and water would not properly drain out of the dishwasher, several inches of water was left in the bottom. Called [redacted] to report dishwasher not working properly. Installers returned around 10/11/13 and reported there was a defect and we needed to get another dishwasher.(all this time I am calling Spirit delivery and [redacted] for help with these issues) New dishwasher installed around 10/24/13. When I returned from work I ran the dishwasher and the SAME EXACT problem was again happening. Water not draining out of dishwasher. Called [redacted] 10/25, no return call. Called [redacted] 11/1, no return call. (they were the go-between with spirit delivery. It is now 7 weeks, and I don't have a working dishwasher. A THIRD set of installers came out the end of Nov.(?) and found that the problem was a plug in the end of the dishwasher hose that is connected to the hose under the sink was NEVER TAKENOUT! That is what kept the water from draining the dishwasher. This was a stressful situation caused by several sets of incompetent people. I was ignored by no return calls, and no attempt to fix this situation at all. On 11/9 I filled out returned a property damage form. On 11/13 I re-sent pictures I had taken of the wires and bag tied under the sink. I sent them an estimate to fix the floor. I called repeatedly for any response, being sent from one person to another. My last and only written response I received was 12/16 stating they weren't legally responsible for the damage because the team "just dropped off the appliance" and did not install it because there was no shut-off valve. They did not install it, but they DID pull out my old one and did not correctly return the dishwasher as it was.I certainly didn't tape up live wires, and tie off pipe with a bag!!! My brother and son were both here and can testify as to how it was left. I called spirit and AGAIN explained the circumstances and they said they would look at claim again. That was in December and I haven't heard another word yetDesired Settlement: Money as requested for repairs, compensation for having an non-working dishwasher that was paid for, training for these installers so that nothing like this happens to anybody else. It was like an on-going nightmare caused by this delivery companies incompetance and their attempt to make this right was pathetic.I think all these MONTHS of stress is worth something!! I also would like refund of delivery charges, but that may need to come from [redacted] where I bought the item from

Business

Response:

We are going to settle the claim for the estimated price of $1650.00. We will be sending the claimant a check in a couple of weeks. After reviewing the claim again we have come up with this settlement.

SDS/Claims Manager

Spirit Delivery

Review: On October 12th 2014 my husband and I went to [redacted] and purchased a new washer and dryer (** 5.0 CU. FT. Top Loading Wash Machine Model #[redacted] AND an ** 7.3 CU. FT. ULTRA LARGE DRYER MODEL #[redacted]). We were told by Michael (user [redacted]) that we HAD to buy new stainless steel hoses for the hot water and cold water hook up for the wash machine(MODEL #[redacted]) AND that we NEEDED a new vent kit for the dryer(MODEL #[redacted]). Michael also informed us and I quote, “Stainless steel hoses never break or leak.” We set up the delivery day for October 15th, 2014.

On October 15th 2014 at approximately 3pm two men showed up from Spirit Delivery to install the washer and dryer. Upon them measuring the area where the new appliances were to be placed, they informed me that the dryer would not fit due to the extra vent kit that was purchased. They informed me that this extra dryer vent piece extended my dryer 8 inches out of the enclosed area. I asked them if they could install the dryer WITHOUT the added piece and they said they could. TURNS OUT I DID NOT NEED THE VENT KIT THAT MICHAEL INSISTED I BUY.

After this conversation the two gentlemen from Spirit Delivery continued with the installation of the washer, dryer, and stainless steel hoses. They informed me I could return the dryer vent kit back to [redacted] for a refund. After they completed the installation they turned the washer and dryer on and informed me I should let each run through a complete cycle before I use either one. They left shortly after starting the washer, WITHOUT letting it complete a cycle.

That evening I used my new washer and dryer from approx. 5pm-11:30pm. The next morning (October 16th, 2014) I came downstairs at 6:30am and heard a dripping sound. Upon investigation I found that our brand new stainless steel hose was leaking and apparently had been leaking ALL NIGHT. There was about an inch and a half of standing water behind and under the units, which found its way under the flooring, and is seeping up through the grout. Contractors later confirmed that the floor would need to be replaced due to compromising of the mortar and possible mold. We had just installed our floors less than a year ago! My husband missed a day of work to clean the mess (he used a shop vac to clean out all the water that he could get to, and used a fan to attempt to dry the moisture).

That day (October 16th 2014) my husband called and arranged for a new hose to be delivered and installed on Monday October 20th. He was informed that we would receive a call on Sunday October 19th to let us know the approx. time they would come.

On Sunday October 19th no one called to tell us when we could expect the delivery and installation of the new stainless steel hose.

Monday October 20th, at 10am I called [redacted] who referred me to call [redacted]. After about an hour on the phone I was told Spirit Delivery would be at my house between 3-5pm.

At 5:30pm Spirit Delivery still had not shown up. So I called [redacted] AGAIN, and was told they would be there between 6-8pm. IM SO GLAD I REARRANGED MY DAY SO AROUND THIS DELIVERY!!! IF THEY WERE GOING TO BE 4 HOURS LATE I WOULD HAVE APPRECIATED A PHONE CALL.

At 7:30pm two young men from Spirit Delivery showed up and installed a CHEAP RUBBER HOSE. I said, “That’s not the hose I paid for. I paid for a stainless steel hose. Why did you install a rubber one?” The delivery man told me, “I know, your order form said that you were supposed to get a stainless steel hose but the manager at the warehouse told me to install this one instead.” I refused to sign the paper and called [redacted] while they were there. [redacted] informed me that the proper hose would be delivered on Wednesday October 27th. I was assured that the correct part would be delivered and installed.

On Monday October 27th (the 3rd trip from Spirit Delivery) two men from Spirit Delivery came to my house with NOTHING. NO HOSE. They were told they were there for a service call. At that point they called [redacted] where I was told I would get the correct hose ON NOVEMBER 19TH!!!! I absolutely insisted that was ridiculous and that I was not waiting almost a month for them to come back out. I was then told, “Ok, we will be there on October 29th.”

October 29th (the 4th trip out from Spirit Delivery) a man from Spirit Delivery showed up at my house with a refrigerator hose!!!! I now have my 5th appointment from Spirit Delivery set up for Monday November 3rd. I STILL DO NOT HAVE THE CORRECT HOSE HOOKED UP TO MY WASHING MACHINE!!!

Getting back to the damage to my floor:

Friday (October 17th) I called [redacted] to report the damage. I have two different claim numbers. I have a report number that I believe was given to me from a [redacted] at [redacted]. That report number is 120418461. I then was referred to [redacted] where I spoke to [redacted]. He gave me a claim number which is [redacted].

After speaking with [redacted] at [redacted] I was then referred to Spirit Delivery AND Electrolux.

I called Electrolux first where I spoke with a Pheanda L[redacted]. She told me I would need photos of the damage, two estimates from licensed contractors, receipts of my purchase, receipts of my flooring if purchased in the past two years, and that I would need to send the hose to them directly so their engineers could determine whether the hose was faulty or whether it was installed improperly and that lead to the leak. Fine. I had the pictures and one estimate from a contractor. I decided I would send everything together so I had not sent in the hose since I was waiting for a second contractor to come out.

At Spirit Delivery I talked to Keshia. She told me I needed to send pictures of the damage, a statement of what damage occurred, and an estimate. I emailed all of these requested items in an email on October 26th 2014. In the email I requested that Keshia contact me and let me know what else I needed to do and what the next step was. Three days pass and I heard nothing. I called Keshia on Wednesday October 29th 2014. At first, she said she didn’t have any email from me. Then she said, “All I have is your estimate.” Then I said, “Well how can you have the estimate and not my statement?” She then informed me that she did. She said she didn’t receive any of the 24 pictures I had sent. Then changed her mind and said, “Oh ok, yeah I have them.” I asked Keshia why she has not called or emailed me since receiving all the information that she requested and she told me, “Well you sent this on Sunday evening and I don’t work Sundays so that’s why I didn’t call you.” My response was, “Ok but today is Wednesday so you’ve now had my email for 3 days!” I asked to speak to her manager. I was put on hold and then spoke to Hugo who informed me that “they” were working on my claim.

Later that day (October 29th) Kayanne called from corporate Spirit Delivery. She told me that according to the pictures of the hose and flooring that I sent it showed damage that was most likely due to improper installation and was not a malfunction of the manufacturer. She told me that Spirit Delivery’s insurance company would contact me within 24 hours to arrange an adjuster to come to my house and assess the damage. She also informed me that I could talk to them about picking out the adjuster myself when they called. Today is November 2nd I still have not heard from Spirit Delivery’s insurance company.

MY PATIENCE HAS RUN OUT! I have had enough!!!!! I’m ready to take this to court! I paid [redacted] for a product and hired THEM for a service. [redacted] hired sub-contractors to do the work I paid them for and now I (the customer) am being punished!!!!

At this point I EXPECT to receive the $3500 worth of damage done to my brand new floors!!! (confirmed by two GC estimates) And now that I have spent 5 DAYS of my life waiting for a part (the hose) that I paid for to be delivered, AND for my husband having to take off work to clean up the mess!!!! I EXPECT TO BE PAID FOR OUR TIME AS WELL!!!!!!

I’d also like to mention that the stainless steel hose that I bought and paid for was Model #[redacted]. The stainless steel hose that was actually installed was Model #[redacted]. So technically speaking I never even received what I had paid for!Desired Settlement: At this point I EXPECT to receive the $3500 worth of damage done to my brand new floors!!! (confirmed by two GC estimates) And now that I have spent 5 DAYS of my life waiting for a part (the hose) that I paid for to be delivered, AND for my husband having to take off work to clean up the mess!!!! I EXPECT TO BE PAID FOR OUR TIME AS WELL!!!!!! I want $5000.

Business

Response:

this claim is being investigate by our claims Dept.. Kaye Ann will respond asap

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Dealing with this company has been a complete NIGHTMARE!!!! It took them 5 trips to my house to install a hose!!!! Between me and my husband we had to take off 6 days of work due to the incompetence of these people.! I should be reimbursed for my time AND the damage to my house. Anytime you call them all you get is, "We'll call you back..." And of course no one calls. Then you have to keep calling them. Then they gave my mother in laws phone number to the insurance company!!!! I don't know how they even got that number!!!!!

Regards,

Business

Response:

This claim was tender into the insurance carrier for handling and to go inspect the damage to the claimant's home. the claimant was advised that this claim was turn over to the insurance carrier for handling so they can go inspect her home and work out a settlement with her. As per claimant she thinks that the insurance carrier will rip her off so we also advise her to contact her insurance carrier and pursue a claim thru her carrier and have them subrogation against us. thanks

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:Between me and my husband we had to take 6 days off from work due to this companies mistakes. Day 1- Installation day. The hose was installed improperly and ruin my floors.