Complaints

This profile includes complaints for Long Radio's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Long Radio

  1102 Riverdale St, Suite 1 West Springfield, MA 01089-4652

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  Long Radio

  30 Russell St Hadley, MA 01035-9775

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a radio for my motorcycle from Long radio in **************** **** put it in then I rode my motorcycle got caught in a rainstorm and then my radio stopped working I called Long radio because it's under warranty for one year the guy tells me that his name is Matt call me later and told me I need to pay $150 for a new radio because there's nothing they can do when I was told the radio was water resistance when I bought the radio there is nothing I did to make that radio stop working and then the guy tells me that pioneer does not cover any water damage which is kind of ********* you're putting a radio on a motorcycles oh yeah they never told me my saddlebags would leak my saddlebags are leaking water they're not doing nothing about it because they supposedly told me I am very very disgusted of this place I would love a phone call from corporate or somebody higher up and then the guy tells me you can downgrade your radio for 150 bucks which is not right at all they should put the same radio back in.

  Business Response

  Date: 07/25/2023

  To whom it may concern~

  This is a message in response to complaint ********. On 4/04/2023 Long Radio installed among other items a Pioneer model DEHS5200BT radio in a Harley Davidson motorcycle for the **********'s. On or about early July 23' Long Radio was contacted by the *********'s stating that the radio had subsequently stopped functioning after being caught in a rainstorm with the motorcycle and the radio getting wet. We scheduled an evaluation of the motorcycle and the aforementioned radio for no cost at this point. It is Long Radio's policy, although we are under no obligation, to evaluate at no charge any item that is considered to be under a manufacturers warranty, The item in question carries a one year warranty from the manufacturer against defects in manufacturing (see attachment). This said warranty does not include water/liquid damage of any sort and the customer was never told that it did. Upon inspecting the motorcycle/radio, and by the admission from the customer on several occasions that the radio had been wet, we determined that the radio's inability to turn on was most likely due to water that had damaged the unit. We are not the determining parties to say for sure if it was due to this factor but offered our professional opinion due to our vast experience in these matters. We offered at this point, at no cost to the customer, to send the radio out to an authorized Pioneer repair facility to be evaluated and repaired under warranty if it was determined to be a defect in manufacturing. This is the approved procedure that Pioneer, the manufacturer requires of there dealers to determine if the problem is a warranty matter or not. The customer was told that they would be without there radio during this evaluation period by the repair facility. The customer decided to not ship the radio out for warranty evaluation, based on the fact that they believed as well as Long Radio believed it was water damaged and would therefore not be covered under warranty. This was the customers sole decision not Long Radio's. Long Radio also offered as an alternative solution to replace the radio with a new one. We in good measure and being sympathetic to the Perrier's seemingly "bad luck" of getting caught in a rain storm offered to replace the radio with whichever unit was decided on, and that they would be responsible for the cost of the radio only and that the cost to install the new model would be absorbed by Long Radio. We are under no obligation to provide this free service or labor, based on our policy, but felt in this instance that we wanted to offer our customer this option to help in there unfortunate circumstance. The customer decided this was the route they wanted to go and replacement options were discussed and recommended by Long Radio. We could absolutely replace the damaged radio with the same model. We recommended based on the circumstances that they encountered, to option for a radio model w/o a CD player, since they stated they did not use the CD portion on the previous model. Since the radio cost would need to be covered by the customer, it did not matter to Long Radio which radio they decided on, we just made recommendations and the decision was there's to make. We also offered to store there motorcycle free of charge from 7-24 when the bike arrived until 7-28 when they would be able to pick it up, based on waiting for the funds to be able to pay us. We normally charge $25/day to store any vehicle left with us once work is completed. There was also no refunds available to the customer on the original work that we performed on there motorcycle in April of 2023. It did not meet the criteria in several ways, which was explained to them.

  We felt as a company that we did everything possible and even went above our standard policies and what is required by the manufacturer in trying to accommodate the customers misfortune and needs.