Complaints

This profile includes complaints for Spirit Logistics Network Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Spirit Logistics Network Inc.

  100 Morris Ave Ste 201 Springfield, NJ 07081-1423

• 

  Spirit Logistics Network Inc.

  200 South Street New Providence, NJ 07974

• 

  Spirit Logistics Network Inc.

  113 Acorn Ln Ste 4 Colchester, VT 05446-5947

• 

  Spirit Logistics Network Inc.

  176 Grove St Franklin, MA 02038-3197

• 

  Spirit Logistics Network Inc.

  380 S Worcester St Norton, MA 02766-3475

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:02/17/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 had a refrigerator delivered that I purchased from Lowes in October 2022. The first refrigerator was delivered by Spirit Delivery and Distribution located in ************, **. The refrigerator was damaged and the delivery men took the refrigerator back. Another delivery was made and the refrigerator did not fit under my cabinets. I called Lowes and I was told to tell the delivery men to take the refrigerator back to the warehouse. The delivery man refused to do so and left. I contacted ***** and ordered another refrigerator and the delivery was scheduled. The delivery men came to deliver the newly ordered refrigerator and remove the other refrigerator. In removing the refrigerator, they were not being careful and my neighbor and I asked them to be careful and not to hit my cabinets (which are custom made). I said that the refrigerator went in without damage and I knew it could be removed without damage. Needless to say, one of the delivery men hit my bottom cabinets and caused damage. I immediately notified Lowes and they contacted Spirit Delivery and Distribution, who they contract for delivery service. I was contacted by Spirit and even had someone come out to look at the damage in January 2023. I was told that I would receive payment to have my cabinets repaired. My most recent contact was yesterday, Feb. 16, 2023, where I inquired about the payment. I was advised that "...It's still being processed with finance once they send the check out they will inform me and I will inform you of when you will receive your check". My cabinets were damaged months ago and I still have no payment to have them repaired. This is undoubtedly one of the worse companies I have had to deal with. They have delayed making payment for the damages and give me no reason why.

  Business Response

  Date: 02/24/2023

  We understand that the process can take longer than one would like. We are doing our best to get all your information processed together with our finance department. We try to get these completed in a timely manner, but they do take time. We appreciate your patience and apologize for the inconvenience.

  Customer Answer

  Date: 02/27/2023

  
  Complaint: 19422733
  Days 
  I am rejecting this response because: This has been going on since last November and this matter should have been resolved by now.  My claim was acknowledged, however, no payment has been made for the damage to my custom cabinets. I have followed up with this company and this is the same response I have been given for months. 
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 03/08/2023

  We are working to get your claim processed as soon as possible. We know it has taken some time to progress, however, we are working with our finance department to get the ball rolling.

  Customer Answer

  Date: 03/08/2023

  
  Complaint: 19422733
  
  I am rejecting this response because:
  
  This is the same message I have received for several weeks.  The claim has been acknowledged and I do not believe that this company is being truthful in their response.  It does not take several months to pay a claim.  This company should be investigated by the state, for other individuals who have filed a claim and the claim not being paid.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/08/2023

  Type:Delivery 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.

  This company enter in my home .delivery a new refrigeration and stole my other phone with out my authorization .I want my refrigeration back.they are not returning my phone calls or bring me my refrigeration back I believe they should not be in business

  Business Response

  Date: 02/13/2023

  It looks like there was not a missing phone, only the issue of the old unit being taken away when the customer did not want it taken. The customer was not onsite during the **********************, only the tenants were onsite. Unfortunately, the tenants did not tell the delivery team to stop moving the old unit out and also signed to confirm the delivery team could take it away. Once the unit leaves a site, it would have to be requested back that same day in order to have a chance in returning it. It was days before we were asked to get the unit returned and there was no way to find it. 

• Initial Complaint

  Date:02/02/2023

  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 went to ****** on 1/5/23 to purchase a new kitchen refrigerator for $1,605.35 that is included the delivery fee and to pick up my old refrigerator. ****** work with a 3rd party delivery service that is called Spirit. On 1/8/23 Spirit supposed to deliver my item between 11:00am - 3:00pm. I missed church so I could be home when they arrive. I did not get a call, I had to call ****** around 3:30pm. ****** stated that the Spirit called me but did not get an answer. ****** provided me with Spirit number. I called Spirit and they said they called me twice and came to my home. I told the rep I have been home all day and have cameras around my home. No one has been here nor called me. She told me that they went to a yellow house. I told her that is not my home. I asked her what I should do now. She said I need to reschedule. I told her ****** told me to call you to reschedule. I went to ****** store after I got off the phone and told them what Spirit said. ****** showed me a picture of the home and I told them that is not my house. I showed them my home. They confirmed my phone number, and I confirmed it was correct, but no one called me. ****** rescheduled my appointment for Tuesday and said that they will email all the managers to inform them about reimbursement for the loss of the food I had to throw away. I was advised by ****** delivery coordinator to call Spirit and tell them to reimburse me on my food. I called Spirit on Monday 1/9/23 & told them that I needed to file a claim for reimbursement for the food that I loss. The girl put me on hold & came back & said someone would get in contact with me. I waited until 3 weeks, and I called back again to tell them that someone supposed to call me back so I could file a claim for reimbursement for my food. I was placed on hold again and she someone will get in contact with you. I asked was it going to be by phone or email. She said she wasn't sure. She told her name is ******* just in case I have any problems. I received a claim form on Monday. No one never told me that I would receive a claim form in mail, and I was never told to take pictures of the damage foods and to keep my receipt.

  Business Response

  Date: 02/07/2023

  At this time, we are waiting for the customer to send us a list of items that were had to be thrown away; then we can proceed to reimburse for those items.

  Customer Answer

  Date: 02/07/2023

  
  Complaint: 18973624
  
  I am rejecting this response because: When I first called the representative should have told me to take pictures of my food that was ruin and also to keep my receipts for proof of purchase. I was waiting to hear to hear back. If I never called back three weeks after my first call I would still be waiting to hear back from someone to let me know what's the next steps. I called ****** the day that I received the claim form in the mail. I asked to speak with the delivery coordinator. She remembered me and my issue with the delivery. I told her no one never told me I needed to show proof. I told her I didn't take any pictures and I didn't keep any receipts. She said she didn't know third party process and this was the first that she heard of. She thanked me for letting her know so next time if they had this problem again with the third party she know what tell the customer. If I would have known I would have taken the necessary steps. But I was ensured by ****** that the third party would reimburse me.
  receipts
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:02/01/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  We purchased a refrigerator on 10/04/2022 from Lowes. The set up Spirit delivery to deliver this to us. Upon the delivery they did damage to our hardwood floors and railings on our front deck. We were asked to send in pictures and fill out forms providing quotes for damages and places to board or pets and stay ourselves as the repairs were done because we would not be able to stay in the house. We did and were sent a settlement form to sign and send back. We are now at Feb 1 2023 and still no answer our quotes on everything have surely expired by now and we can not get any contact from anyone at Spirit or Lowes. Last were were told it was on the finance desk and were provided a phone number that no one ever returns messages and you cant speak to anyone as it does a loop if if push star for the operator as it says you can.

  Business Response

  Date: 02/08/2023

  We are able to see that all the paperwork has been submitted as of 11/11/2022. The payment is pending with our finance department, and we are working with them to get the check sent out as quickly as possible.Thank you for your patience.

  Customer Answer

  Date: 04/04/2023

  
  Complaint: 18966471
  
  I am rejecting this response because:We purchased a refrigerator on 10/04/2022 from Lowes. The set up Spirit delivery to deliver this to **. Upon the delivery they did damage to our hardwood floors and railings on our front deck. We were asked to send in pictures and fill out forms providing quotes for damages and places to board or pets and stay ourselves as the repairs were done because we would not be able to stay in the house. We did and were sent a settlement form to sign and send back. We are now at Feb 1 2023 and still no answer our quotes on everything have surely expired by now and we can not get any contact from anyone at Spirit or Lowes. Last were were told it was on the finance desk and were provided a phone number that no one ever returns messages and you cant speak to anyone as it does a loop if if push star for the operator as it says you can
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:01/18/2023

  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 have been dealing with this issue since Aug. 2022 and keep getting the run around from this company. I have had it. They delivered a GE refridge. and on removing the damaged one and replacing with the new one the delivery guys damaged the walls in numerous spots. The 1 worker was sorry and kept apologizing but the other one actually said its Hot out and a big refridge nothing we can do. I made space for them to go out the dining room but he said we can fit thru the hallway entrance (which was just redone with the remodeling) but failed to measure with handles on and damaged both sides of the walls and on bottom of the wall. I have been patient with this company but they just don't care. Spoken to the office manager who claims a check was mailed over 5 weeks ago but never was and won't return my calls. Only reason they contacted me back finally was bc GE called them to see what is going on. Totally unprofessional company and their staff does not care. I sent them the estimate to have the work done and they said would be resolved but has not. ***** last email i have reached out 5x and not 1 response or I am told that person is unavailable.

  Business Response

  Date: 01/30/2023

  After following up with the finance department, a check was sent out last week to resolve the issue of the damage made to your home. You should receive the check any day now, if you have not received it already. We apologize for the delay and appreciate your patience.

• Initial Complaint

  Date:12/07/2022

  Type:Sales and Advertising 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.

  My neighbor had a delivery on Friday November 18 2022. The delivery driver backed up into our yard and knocked/broke my electrical pole off the ground and park of our porch went down as well. I was told by the delivery driver they (spirit logistics) would cover the Damages. My family and I had no power from Friday night to Monday afternoon. It was freezing inside our mobile home for those 3.5 days. No heat, food in the fridge went bad, no hot water. Having a 2 year old at home was very hard. We have no family close by so we had to stay home all those days. I called Monday morning to file a claim and spirit logistics had no idea what was going on nor what I was talking about I had to talk to like 3 different people. I called my electric company and they charged me $500 dollars for a new pole and box. I was told by spirit logistic they would send a check within two weeks which have already been passed. I had over $1000 worth of damages with my electrical pole, my porch being damaged and food going bad. I have called so many times and no one seems to know anything!!!!!

  Business Response

  Date: 12/16/2022

  One of our managers has been in contact with you to start the process of restoring the money to for the damages made. Once all the forms and pictures have been received, we will be able to send out the check. We appreciate your patience and apologize for all the inconvenience.  

• Initial Complaint

  Date:11/23/2022

  Type:Sales and Advertising 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.

  Deliver driver/ installer refused to install appliances because I had not purchased a new ice maker line and the cut off valve was not in the wall. The cut off is under the sink and he refused to look at it. House is up to code and passed inspection. Not all cut off valves are in the wall and code does not require them to be. Also he refused to use the range cord because it was not in a package although I had purchased it new at appliance place here in town. I have pictures of both parts. They need not advertise they install when they refuse to install.

  Business Response

  Date: 12/05/2022

  To install your ice maker, you wanted the delivery team to use old cords, instead of having the new line available, and you were unhappy when our team said they could not install it that way. Unfortunately, we do not hook up water lines unless the shut off is directly behind the unit. We always try our best to be as accommodating as possible, but we cannot perform anything that we are not permitted to.

• Initial Complaint

  Date:11/11/2022

  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.

  On 7/21/22 Spirit delivered a refrigerator purchased at *********** After showing the driver which door/entry to bring the "fridge" into the house, he opted to choose a closer route and took off our kitchen outside door and moved the door away from the kitchen....without my approval. He soon realized that his kitchen entry route wasn't big enough to bring in the 'fridge" so they brought the fridge through the route I originally showed him. After they put the kitchen door back onto the door-frame and were about to to leave, I noticed that the door would not close. I informed the driver that the kitchen outside door would not close, they tried s******* the hinges in tighter but the door (which was installed by an insured contractor within the past two years) remained unevenly hung and would not close. The driver appeared frustrated and left but told me to file a complaint with *********** After informing ** of the situation, the ** night manager on 7/21/22 told me that the delivery crew is not allowed to remove doors. ** referred me to the Spirit claims department who eventually informed me that the driver denied doing any damage so my claim was denied. The door functioned properly before the driver wrongfully removed it and did not re-hang the door properly, which has caused damage the door entry.

  Business Response

  Date: 11/22/2022

  Upon our arrival, it was obvious that the door already had some issues. When you tried to open the door yourself, you were having trouble opening it and stated there was a problem with it and could we remove it. We explained that we were not allowed to remove it. This caused you to get angry and remove the door yourself aggressively. Our team left after the delivery was complete and the door was still off. Our management team has discussed with you multiple times about the denial of the claim and offered several options to proceed,including going to small claims court. Our delivery team is insistent that they did not cause any damage during the delivery, yet we have still tried to work with you to the best of our ability to try and make everyone satisfied.

• Initial Complaint

  Date:10/30/2022

  Type:Delivery 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.

  We were expecting a delivery of our refrigerator bought from Lowes on 10/28/2022. The refrigerator was never delivered. After talking to the manager at Lowes, he said the delivery company ran out of time delivering. He rescheduled our delivery to today, 10/30/2022 in the a.m. We have not received the refrigerator yet. When we called the company delivering they said the drivers were on their 2nd delivery we are their 5th. This is at 1:49 p.m. It takes all day to do 2 deliveries??? I had to take off work Friday waiting for our deliverynow, I will possibly have to take another day off. This is absolutely horrible shipping.

  Business Response

  Date: 11/07/2022

  Unfortunately, our delivery team was delayed getting off the dock, due to technical difficulties. Our dispatch tried reaching out to you to notify you of the delay but were unable to reach you. The number we tried was the same number on the order as listed in your email. We apologize for the delay in getting the order to you and we appreciate your patience.

• Initial Complaint

  Date:10/27/2022

  Type:Delivery 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.

  Still awaiting a delivery of my washer/dryer purchased from Lowes in ********** on Oct 16. Almost 2 weeks and many phone calls, and many promises the items would be delivered on 3 particular times- still no delivery! And absolutely no courtesy calls. Representatives said the items were on the delivery truck, just running behind. Today, I am told it will be another 2 days and the time window is 8am-8pm on a Saturday! WTHeck!!!!! NO!!! LOWES: DROP THIS COMPANY!!!! Their mission Our mission is to provide our customers with the best customer experience with a ********************** of excellence. Doesnt even come close!! This is the WORST experience with a delivery company!!

  Business Response

  Date: 11/01/2022

  We apologize for the delay in delivering your washer/dryer. Unfortunately,during your delivery, our truck broke down. We put your items on the next delivery we could, and had it delivered on 10/29/2022 so you would not have to take another day off from work. Thank you for your patience.