Complaints

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

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  Sprint Appliance Repair

  1714 Central Ave Middletown, OH 45044-4140

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  Sprint Appliance Repair

  526 Todhunter Rd Monroe, OH 45050-1027

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:08/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  A technician from Sprint Appliance Repair inspected my refrigerator on May 15, 2024. The technician determined replacement parts were required. The technician estimated replacement parts would arrive in approximately 4 weeks. Replacement parts were received by Sprint Appliance Repair in the beginning of June; however, installation of the repair parts has been repeatedly delayed. (Please refer to attached communications chronology.) I am seeking reimbursement of the amount charged to my credit card for a repair that was not completed.

  Business Response

  Date: 09/24/2024

  We are awaiting a response from the part vendor with some information regarding the parts we have regarding restock fees 

  and from the member's warranty company before we submit our response. Once the information from them is sent to us
  

  later this week and beginning of next week we will submit our full response with refund information.
  

  
  

  Thanks,
  

  
  

  Sprint Appliance

  Business Response

  Date: 10/07/2024

  To whom it may concern,
  
  This is in regards to customer for case ID ********.
  On May 15th 2024, My tech went out to the members home
  to diagnose her refrigerator that had a dispensing water issue
  and provide an estimate for her warranty company.
  Customer stated that her warranty company would be paying for
  the repair initially when she first called in.
  After several attempts to reach her warranty company, they
  informed us on 5/20, they would be reimbursing the member for the services
  performed so member would have to pay out of pocket for the
  repair and then they would pay her what she paid us.
  My tech took unit apart and diagnosed the unit needing
  3 parts and provided the estimate. The member approved this estimate
  and paid for the repair up front. We then ordered the parts for her.
  Parts needed for her unit were on back order and she was informed of this.
  We had no eta date for the parts. On 5/30 she emailed for an update
  and at that time I was provided an eta of 5/30-6/10.
  On 6/7, 2 parts were in at that time but the 3rd was still on
  nationwide back order. On 6/19 update was that the last part arrived
  damaged and had to be reordered. The new update for the eta was
  between 6/20-6/25. On 6/24 part arrived incorrect left voicemail with
  this info and reordered for 3rd time. On 6/28 she emailed asking for another
  update I responded with schedule dates based off of the latest eta for the
  part to schedule for the week of July 15th. On 7/8 over a week later,
  she responded she was available for all 3 days I offered but the schedule
  changed due to it being 10 days later from my initial email and our tech
  availability changed. I left another vm with all the dates and times
  available. She emailed me again on 7/11 with the dates she had available
  but nothing was said about the dates and times I offered per voicemail.
  I let her know I would double check with the scheduler what was available
  because 3 days had went by again and I dont know what is available.
  I heard back from the scheduler and left vm with the dates we had.

  She then emailed me on a Sunday when we were closed on 7/14 stating her schedule
  changed and gave other dates.

  We finally scheduled a date for August 9th that fit her
  schedule and ours. On Friday the 9th, I emailed her
  that the tech that was coming came down with the stomach flu and he may have Covid.

  He was contagious so we were not allowed to send him to anyones house.
  We were unable to send him on the 9th and I offered that Monday the 12th because we
  are closed on Saturday and Sundays with a different tech. She said
  she wasnt available and wanted her money back. I then sent it to the appropriate
  department to discuss it with her. They tried 4 times (8/15, 8/21,8/26 and 8/28)
  to reach her to no avail.
  The appropriate department were contacting the warranty company to be sure that she wasnt already
  reimbursed by them because if she was then she would have to move forward
  with the repair with us and they were checking with the part vendor to see
  if there were restock fees for the parts as to we already had the parts for
  some time and we werent sure if we could return them to get reimbursed.
  She filed the BBB on 8/29. Manager received it on 8/30 and worked double time to
  try and get the information needed so we could answer the BBB with all
  info  relating to the warranty company and the part vendor restock fees.
  On 9/9 We responded to the BBB with the delay info.
  At that time we found out there was restock fees but hadnt heard from her
  warranty company as of yet. On 9/15 we got the restock fee amounts from
  the part vendor but still no info from warranty company. On 9/18 the warranty
  company responded that they will check into the account and get back to us
  in 7-14 bus days.
  Upon the member learning of the restock fees and the warranty being contacted,
  she reached out to us via email and phone on 9/24
  asking to move forward with the repair instead of getting a refund.
  We agreed and set her up with an appointment. We asked her to send us the
  dates she had available over the following 2 weeks. She did and set it up
  for 10/9 and let her know she was on cancellation list. We did get a
  cancellation for 10/7 and moved it up to that date. As of today 10/7 the unit
  has been repaired and I am attaching documentation of the signed service
  order that the job was done satisfactory to her.  If she would have went ahead and

  scheduled at that time her unit would have been fixed 2 months ago. Either way it

  is repaired at this time.
  

  Customer Answer

  Date: 10/15/2024

  To all interested parties...I have completed a detailed review of the response provided by Sprint Appliance Repair (SAR). Their response to my complaint contains many inaccurate statements and misrepresentations.
  The overall tone of their response seems to imply that the problems and extended delays I experienced were a consequence of my action/inaction. Their response attempts to shift the blame for this problem to the customer instead of taking responsibility for their company’s failure to keep the customer informed.  In actuality, the majority of the time, the schedule and status information I did receive was provided to me as a response to an email message I sent to their company.  The record shows I am the one who initiated action to obtain status and I promptly responded when asked for input on my schedule availability.  The reality is the problem resulted from their failure to communicate in a timely manner. 
  
  Yes, at this point in time, the repair has been completed. I expect no further action on the part of the BBB.  However, I am compelled to provide a detailed response in order to set the record straight.   

  My intent for the detailed comments is ensure the file at the BBB reflects an accurate record of the communications between the parties.  I believe by sharing the details of my experience, future consumers will be aware of potential issues and aid them in making an informed decision.   An outline of the company's statements along with my comments is provided below.  
  
  Sprint Appliance Repair Statement:  Customer stated that her warranty company would be paying for the repair initially when she first called in.
  Consumer Response:  This is not an accurate statement.  I did not state that the warranty company would be paying for the repair.  To be clear, I contacted the warranty company prior to contacting Sprint Appliance Repair (SAR).  I was advised by the warranty company that I would be required to pay the repair company for the service and that I would receive reimbursement for the repair from the warranty company. 
  

  SAR Statement:  My tech took unit apart and diagnosed the unit needing 3 parts and provided the estimate. The member approved this estimate and paid for the repair up front.
  Consumer Response:  Just to clarify, the technician diagnosed the unit on May 15th.  I paid for the parts and service on May 15th, not May 20th.
  
  SAR Statement: We then ordered the parts for her. Parts needed for her unit were on back order and she was informed of this.  We had no eta date for the parts. On 5/30 she emailed for an update and at that time I was provided an eta of 5/30-6/10.  On 6/7, 2 parts were in at that time but the 3rd was still on nationwide back order.
  Consumer Response:  It should be noted that I did not hear from SAR about parts being on backorder.  I called their office several times and left voicemail messages requesting a return call.  I heard nothing from SAR about status, so, on May 30th, I sent an email asking for status.  On June 3rd, I received an email from SAR stating parts were on order with an eta of 7-14 business days.
  
  SAR Statement: On 6/19 update was that the last part arrived damaged and had to be reordered.
  Consumer Response: I heard nothing more from SAR regarding parts status, so, on June 19th, I sent a follow-up email requesting an updated status.  I received a return email from SAR apologizing for the delay.   SAR indicated the new arrival date for the last part  “… is between tomorrow and Tuesday.”  SAR also stated that as soon as the part arrived, they would contact me to set up appointment.  (Refer to SAR email 6/19/24 9:39AM)
  
  SAR Statement:  The new update for the eta was between 6/20-6/25. On 6/24 part arrived incorrect left voicemail with this info and reordered for 3rd time.
  Consumer Response:  I did not receive a voicemail message indicating incorrect part was received and that it needed to be reordered.
  
  SAR Statement:  On 6/28 she emailed asking for another update I responded with schedule dates based off of the latest eta for the part to schedule for the week of July 15th.
  Consumer Response:  I heard nothing from SAR between 6-19 and 6-28.  On June 28th, I sent an email requesting status of parts and projected repair date. I did not receive a response from SAR with the latest ETA for the part.
  
  SAR Statement:  On 7/8 over a week later, she responded she was available for all 3 days I offered but the schedule changed due to it being 10 days later from my initial email and our tech availability changed. 
  Consumer Response:  This statement suggests I delayed 10 days to respond to their proposed schedule for repair.  It should be noted that on July 8th, I received an email from SAR stating “…we are looking to schedule for the week of the 15th…Tuesday, Wednesday or Thursday.  (Refer to SAR email 7/8/24 7:17AM).  On July 8th, the same day I received the message from SAR, I responded that we are available all three days.  I did not receive a response. (Refer to my email message 7/8/24 11:45AM)
  
  SAR Statement: I left another vm with all the dates and times available. She emailed me again on 7/11 with the dates she had available but nothing was said about the dates and times I offered per voicemail.
  Consumer Response: I did not receive a voicemail providing dates and times.  I have rechecked my incoming call logs as well as my voicemail messages.  I have no record of a phone call or voicemail from SAR between 8-11 July.  There were no dates or time offered that I am aware of.  I sent a follow-up email on July 11th asking what day the repair would be completed considering SAR had previously indicated the repair was to occur the week of July 15th.   It should also be noted that I received an email on 11 July from SAR indicating the dates I provided on the 8th had already been sent to the scheduler and that I would hear back from SAR the next day or first thing on Monday.  I did not hear back.
  
  SAR Statement: I let her know I would double check with the scheduler what was available because 3 days had went by again and I dont know what is available. I heard back from the scheduler and left vm with the dates we had.
  Consumer Response:  This discussion did not take place, nor was there an email communication.  I did not receive a voicemail with dates that were available to complete the repair.  Also, I did not wait 3 days to respond.  As noted above, I responded on the same day (July 8th) that I received the email from SAR.
  
  SAR Statement: She then emailed me on a Sunday when we were closed on 7/14 stating her schedule changed and gave other dates.
  Consumer Response: It should be noted that the reason for my email on the 14th (Sunday) was to advise SAR that I would not be available all three days as I had previously indicated in my July 8th message.  My schedule had changed and I was now available only two of the three days.  I thought it was important to get this information to the scheduler as soon as possible so as to minimize the impact of the schedule change.  I sent the email on Sunday evening so the scheduler would have the information first thing on Monday morning.   
  It should also be noted that I received an email from SAR on 7/16 stating “…the tech that has to do your job had something happen and will be back on Thursday.  She is reworking the schedule and will let me know that dates that are available and I will pass them on to you…”
  I heard nothing more from SAR, so I sent a follow-up email on July 22nd asking when my refrigerator would be repaired.  I received a response from SAR on July 23rd explaining their systems were down...and an updated schedule would be provided.  I heard nothing from SAR.  I sent a follow-up message on July 30th asking for a response with 48 hours.
  
  SAR Statement: We finally scheduled a date for August 9th that fit her schedule and ours. On Friday the 9th, I emailed her that the tech that was coming came down with the stomach flu and he may have Covid. He was contagious so we were not allowed to send him to anyone’s house.
  Consumer Response: I received an email from SAR on Saturday August 3rd stating my repair was scheduled for August 9th. I agreed to scheduled date and time.  On August 9th, I received an email stating the tech was out due to illness and repair would be rescheduled for Monday.  There was no mention of Covid or that he was contagious.
  
  SAR Statement: We were unable to send him on the 9th and I offered that Monday the 12th because we are closed on Saturday and Sundays with a different tech. She said
  she wasn’t available and wanted her money back. 
  Consumer Response: I was unavailable on Monday the 12th because I had previous plans to be out of town.  Yes, I asked for a refund because, after multiple delays and excuses from SAR, I concluded that their company was not reliable and it was my intention to find another repair service to complete the repair.
  
  SAR Statement: I then sent it to the appropriate department to discuss it with her. They tried 4 times (8/15, 8/21,8/26 and 8/28) to reach her to no avail.
  Consumer Response: I have checked my call logs, my voice mail as well as my email.  I have no record (email, phone call or voicemail) of contact by SAR on the dates shown.  It’s worth noting that I previously advised SAR that if they were unable to contact me by phone, I could always be reached by email.  (Refer to my email dtd 6/19/24 @ 9:59am.)
  
  SAR Statement: The appropriate department were contacting the warranty company to be sure that she wasn’t already reimbursed by them because if she was then she would have to move forward with the repair with us and they were checking with the part vendor to see if there were restock fees for the parts as to we already had the parts for some time and we weren’t sure if we could return them to get reimbursed.
  Consumer Response: The warranty company plays no part in the transaction between myself and SAR.  SAR had already received full payment from me.  The statement made by SAR indicating I would have to move forward with the repair by their company is not accurate.  I was working directly with my warranty company and I was free to choose whatever company I wanted to complete the repair.
  
  SAR Statement: On 9/9 We responded to the BBB with the delay info.  At that time, we found out there was restock fees but hadn’t heard from her warranty company as of yet. On 9/15 we got the restock fee amounts from the part vendor but still no info from warranty company. On 9/18 the warranty company responded that they will check into the account and get back to us in 7-14 bus days.
  Consumer Response:  There is no record at the BBB website indicating SAR provided a response on 9/9.  As stated above, SAR played no part in the transaction with the warranty company.  There was no need for them to check with the warranty company as SAR already had full payment from me.
  
  SAR Statement: Upon the member learning of the restock fees and the warranty being contacted, she reached out to us via email and phone on 9/24 asking to move forward with the repair instead of getting a refund.
  Consumer Response: This statement suggests that the reason I contacted SAR to reschedule the repair is because I learned of… “restock fees and warranty company being contacted.”  This is not accurate.  The actual reason I contacted SAR is because I received a notice from the BBB on Sept 17th that my case had been closed due to “non-response” from SAR and my next option was to contact the Ohio Attorney General’s office.  After discussing the situation with my husband, we decided to make one last attempt to resolve the issue directly with SAR before contacting the Attorney General’s Office.
  
  SAR Statement: We agreed and set her up with an appointment. We asked her to send us the dates she had available over the following 2 weeks. She did and set it up for 10/9 and let her know she was on cancellation list. We did get a cancellation for 10/7 and moved it up to that date. As of today 10/7 the unit has been repaired and I am attaching documentation of the signed service order that the job was done satisfactory to her
  Consumer Response: Yes, the refrigerator has finally been repaired.  The repairman was courteous and professional.
  
  SAR Statement: If she would have went ahead and scheduled at that time her unit would have been fixed 2 months ago. Either way it is repaired at this time.
  Consumer Response: This comment is unnecessary and unprofessional. It is not clear what time period the statement “…scheduled at that time…” refers to.    I was very patient with SAR. Their failure to communicate in a timely manner and their continual delays for completing the repair led me to believe I may never have had my refrigerator repaired and would be out the funds I had already paid the company.