ComplaintsforSpinLife.Com, LLC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  For two months I have attempt** to order a part for my sons electric bed. I have been calling Spinlife since May, 2024 and they keep telling me that they have not heard anything from the company that makes the b** which is ******* ******** by ******************* I am so frustrat** that it is so difficult to get a part for a b** they sold me. My son has a traumatic brain injury and he needs his head to be able to move up and down instead of continuously propping his head up on pillows. They continue telling me that they will have a supervisor call me where that never happened. I also inform** Spinlife that I was filing a complaint with the Better Business Bureau. It really didn't seem to phase him at all. The cost of the b** was $4,995.00. Model # ********* Order # *********. I am requesting they get me the part I need, send me another b** or refund my money.

  

  Business response

  07/17/2024

  Dear Mr. ********,

  We sincerely apologize that we have not provid** you with updates on the part that you ne** replac** on your bed. We have been in contact with the manufacturer in Germany and working on verifying if the part is cover** under warranty and if SpinLife has a field service technician available in your area to install the part for you. We expect to have a resolution for your shortly and will stay in contact with you on our progress. 

  Sincerely,

  SpinLife Customer Service

  Customer response

  07/17/2024

  I receiv** a call today from a Spinlife manager and she apologiz** for not keeping me inform** on the status of my bed. Nothing has chang** accept for my very first phone call from them and telling me they are still working on it and they will keep me informed.
  Regards,
  
  ****** ********

  Customer response

  07/28/2024

  On July 28, 2024 I have finally received  the part I was needing for my sons medical bed. I had install** it already and everything works great. Thank you so very much for all of your help. You made a difference on this outcome. God Bless.

       ** ******** 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a utility cart and paid $5,500 but have been having issues with the cart veering off to the right when trying to drive it. Two technicians came out to check out the cart and they said it was fine. I test drove it on high speed and it continues to do the same thing. Now, although the cart is under warranty, I'm being told I have to pay $240 to have another technician to come take a look at it and it is not reimbursable.

  

  Business response

  06/12/2024

  Dear Mr. *****,

  We are sorry to hear that you are having an issue with your product. We are inquiring with the manufacturer on securing a service technician through them to evaluate this newly reported issue as the SpinLife service technician that made the repair reported the item was operating as it should when the repair job was completed. We will be in contact with you on the next steps. 

  Sincerely,

  SpinLife Customer Service

   

  Customer response

  06/21/2024

  Consumer called BBB - he has not yet heard from SpinLife of the manufacturer about the request to have the manufacturer's service tech evaluate the issue he is experiencing with the utility cart.  He will let BBB know when he does have contact with them. He will also check for warranty and send to BBB for inclusion in the complaint file.

  

  Business response

  06/26/2024

  We did inquire with the manufacturer to assist with finding a service technician to evaluate the issue with the product. After many attempts to find one they were not successful. In order to resolve this issue for Mr. ***** they have approved the return of the original unit for evaluation and are shipping to a SpinLife delivery agent a brand new unit. The delivery agent will contact Mr. ***** one received to schedule a delivery/set up with him and to remove the original unit from his home. We have reached out to Mr. ***** to provide him with this information. He was not available so a detailed voice mail message was left for him outlining the above as well as a follow up email.

  SpinLife Customer Service

  Customer response

  07/09/2024

  Mr. ***** called BBB stating the scooter was delivered today, Tuesday 7.9.24. The delivery person / technician tested it and it was ok. There was no key with the new scooter, but the key from the old scooter fit. The old scooter was removed. He considers the matter resolved.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Buzz Around scooter from this company. When I spoke with the rep I told her that I had MS & that I was 6'1" tall and that I previously owned a Scout scooter which fit me perfectly. She proceeded to tell me that the Buzz Around scooter would be a much better fit for me rather than the Scout scooter so I ordered it based on HER recommendation. When I got the scooter it was too small & I couldn't get my feet up on the scooter because the foot base was too short. I called the rep back and explained to her the issue. She proceeded to tell me that "she gave me options" in a not so nice tone. She explained there was another scooter that was $100 more that was bigger but that was NEVER mentioned in the initial conversation considering she was told how tall I was. I was told that there was a 25% restocking fee which would be about $425 AND that I would have to pay shipping which would be almost $400. I am on a limited income and this is not feasible for me to do this especially when the scooter has not been used at all and it was purchased on the "expert" recommendation. I then called to speak with a manager to explain to her the situation about the scooter. She said she would investigate the situation and would give me a call back. It has been 4 days with no return call not to mention she was not very nice or accommodating in trying to help me resolve this problem. The customer service is horrible and the tone used towards me by the rep (*****) & the manager (*****) is totally unacceptable. I would like some resolve to this issue in the restocking fee & shipping back to the company.

  

  Business response

  05/03/2024

  Dear ******* *******,

  We apologize that the information provided to you at the time of  your purchase was not accurate. We have waived all return fees and you will be receiving a full refund once the item is returned and found to be unused and new condition. Customer satisfaction is very important to us. You are a long time valued customer and it our hope that we can continue to serve you with your future mobility needs.

  Sincerely,

  SpinLife Customer Service

• Initial Complaint

  04/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had called Spinlife because I had seen a mobility scooter that I liked on ****** and it was from Spinlife so I got this man named ***** ****** and I asked him if they would do a price match and he said sure we do so I said its on ****** website and says it's from Spinlife and it's $200.00 cheaper he said can you send me a picture of it I said sure so I sent him a picture of the scooter I wanted. Well I got the scooter on the 20th of October and I had a friend put it together and that was it. So I started using the scooter and I didn't feel right in it I couldn't put my feet on it right the seat felt small where I felt like I was falling off of it so to stay on the seat I had to practically lean my chest on the handel bars and it would hurt my arms anyways I put up with that and I was complaining to my son all the time so he came over and when he went to look at the scooter he said to me mom this is not the scooter we ordered so he went on line to the picture we sent to ***** ****** and I said I don't believe it so the first time I talked to someone 2weeks after i got it then I remember I spoke with ***** ****** so I got a hold of him and told him he sent me the wrong scooter so he said I will get back to you well I waited about a week and nothing so I started calling him and leaving messages and the next thing I get a call from this woman named ***** ***** and she said we sent you the scooter I said look at the picture I sent ***** ****** I did not get the right scooter she said they are all the same a scout is a scout I said the styles are not the same Well she told me they don't have that style anymore and I said then why was I sent this one without you telling me you don't sell them anymore would you like a different one but they didn't say that to me. What is real funny about this you see them all over the websites and now this scooter I have which is a SCOUT LT its not what I ordered I ordered a SCOUTLT4-EXT so I will get it from another place who has them.

  

  Business response

  04/23/2024

  Dear Ms. *****,

  The Drive Medical Scout that was shipped to you was the newest version of that product that Drive Medical sells. There is no other version. The scooter that you are looking at is no longer available. Some online sites may not have updated their images with the newest version. If you were to place another order for the Scout you would receive the same scooter that you now have. You are a valued customer and we appreciate your business.
  Sincerely,
  SpinLife Customer Service

  
  

  Customer response

  04/30/2024

  
   I am going to be sending you information on the scooter I wanted which is the SCOUTLT- 4-EXT and the scooter I didn't want which was SCOUT LT that they sent to me. 
    So first of all the pictures I'm sending to you are the two scooters that are involved and if you look for these scooters you will see different the way the wording is very confusing for the customers and the pricings also but where I click on the scooter that I wanted then it goes into another web page and it turns into a different scooter . So what you should do is Google the words in the search bar that says - ***** ******* Scout Mobility scooter and you will see both of the scooters I'm talking about .
  So here is a the website I want to show you the and everything I said about the scooters the only thing you might have to do if you can't do on this attachment is to click on the scooter that I wanted so you can see for yourself how the scooter changes into the scooter I didn't want. So here is what to look at the one I didn't want is DM SCOUT 4 is red color and the one I wanted says this DM SCOUT 4 EXTENDED its orange color.. If you need anything else please let me know .THANK YOU!!
  
  ********
  
  Hello,  I just want to say I know that I sent a lot of pictures of  the scooters but I just want to show how there are 
  many different names for the scooters that I ordered and the one I didn't order from Spinlife but they sent it anyways.
   What is important to me that you need to see is the scooter that I wanted and when I clicked on it it took me to another page where 
  I wanted to read about it and all of a sudden the scooter that I didn't want takes over so this is what happened and this can trick anybody . So either I get the scooter I wanted or give my son back his money. What's really funny is ***** ***** said we don't carry that one anymore but if that was the case then why didn't ***** ****** tell me this in the first place we don't carry that anymore would you like a different one but that was never asked of me they just sent it out to me anyways. One more thing you can go to ****** and look at their website and you will see them and the dates and it says they are from Spinlife and they are up to date and when you click on them and some of them change into the scooter that they sent me instead of the one I clicked on . 
  The scooter I wanted is SCOUTLT 4 -EXT     The scooter they sent me is  SCOUT- 4   Well if there is anything else I can do please 
  let please let me know this is it !!  Thank You
  

  
  

  

  Business response

  05/08/2024

  Dear Ms. *****,

  Your ***** ****** Scout scooter was received on 10/20/23. You requested a return on 11/7/23. The return authorization was issued with restocking and return shipping fees applied, however you declined to return. As per our policy all returns must be made within the first 30 days of receipt. A return at this time can not be made due to the length of time that has passed.  As we have reviewed with you several times in the past the scooter that you see on other websites are pictures of an older version of the Scout. That version is no longer available from ***** *******. What we shipped to you is the only Scout that ***** ******* manufactures. The difference between the old version verses the new version is cosmetic. If you were to order another Scout it would be the same one that you have.  We are sorry that the Scout does not meet your needs. If you are interested in purchasing a scooter that is more suitable for you we would be happy to work with you on the purchase price with a promotional discount.  

  Sincerely,

  SpinLife Customer Service 

  Customer response

  05/09/2024

   This is ****** *****, the one with the wrong scooter. I'd like to know, how long does these cases take? I'm just curious. Yeah, that's all I want to know. My number is ###-###-####. Thank you, *****. Bye.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a lift chair for my husband that’s in a wheelchair from spin life nov 2023 they delivered it in Feb 24 when it came with a huge hole in it they took it back at once . Delivered the chair again 3-24 last week April 15 it stop Working , sent us a remote on April 18 said just plug it in it stilll don’t work this is crazy I paid over 3000.00 And want the company to fix it

  

  Business response

  04/23/2024

  Dear Ms. *****,
  We are sorry that you are experiencing issues with your lift chair. Our service department ordered a warranty replacement hand control based on the information that was provided when troubleshooting with you.
  We now have on order with the manufacturer warranty replacement recline/footrest motor. We will be dispatching a field service technician under your service contract to install the new parts. You are a long time valued customer of SpinLife and we appreciate your business.
  Sincerely,
  SpinLife Customer Service
  

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am an 89 year old disabled senior citizen living in a senior facility. In January of this year I ordered a jazzy air two power wheelchair from spin life. The order was placed online and paid by credit card in the amount of $4796.07. order number *********.

  after a number of delays for replacement parts, the chair was delivered to me in February. Immediately I realized the chair would not fit through my bathroom door and was there for unsuited for me. I call the company and requested a return. At that time I was told I had to pay a restocking fee and pick up fee immediately before return would be started That fee was $472 which I paid by credit card at that time.

  On April 16 I received an email from spin life telling me that a refund of $3786.85 was being issued back to my credit card.

  Today April 18 I called spin life to ask about the difference of $424.15 between my purchase price and my refund. I was told that this was the restocking charge. I stated that I had paid the restocking and pick up charge of $472 on February 23 via my credit card. I was then told that this charge was merely the shipping charge returning the chair and that the additional $424.15 was the restocking charge.

  As a senior citizen with a limited income, I am a palled at being charged almost $900 to return a unit that cannot be used in my apartment. Not because I don’t like it but because it does not fit through my doorways I have thrown away almost $900. Can you help me?

  

  Business response

  04/22/2024

  Dear **** ******,
  
  We are sorry that the Jazzy 2 Air power wheelchair that you purchased online was not the correct size for your home and that you needed to return it. During the checkout process you acknowledged and accepted the terms of our return policy in which there is a restocking fee and return shipping fees. We were able to provide you with a reduced return shipping fee on a very large and heavy item. You also requested help for a technician to box the item and to arrange the shipping of the item back for you. All the return fees were explained to you in detail at the time of your request to return to which you agreed to. We consider you to be a valued customer and we appreciate your business.
  
  Sincerely,
  SpinLife Customer Service

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased natural fit handrims based off their description on there website. Put them on my chair and they where slippery. Pushing and braking was very difficult. Wanted to return them and was told because I mounted them I would not receive a refund. I looked on their site again and saw the surge handrim with rubber ring around them. They offered them to me at a discount. When I received them they had holes drilled in to the sides of them. Clearly used and modified. Told me there would be a 30% restocking fee, but their website says 20%. Stay away from this company. Good luck!!!

  

  Business response

  03/26/2024

  Dear Mr. *******,

  We are sorry that the Natural Fit hand rims did not work out for you. Since they could not be returned we transferred the funds from that order to the new order for the Surge hand rims. The manufacturer confirmed with us that holes in the side are part of the manufacturing process and that the hand rims that you received were new. Our restocking fee is 20%, not the 30% you were quoted in error. A return authorization was issued and we waived the restocking fee for you as we consider you to be a valued customer and we appreciate your business. Once the Surge hand rims are received back we will be able to refund you in full.
  Sincerely,
  SpinLife Customer Service

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A ****** ********** scooter was purchased around May 1, 2022 for my special needs daughter, ***** ********. We had multiple problems and multiple parts replaced over the next year. Finally after many communications, ****** ********** sent a replacement scooter in July 2023. They say they cannot give us a warranty since the scooter is a replacement. A tech from ********** **** ******** (set up by SpinLife) came out to our house in Oct. 2023. He said the batteries they sent out were good, but the charging cables from both scooters were bad (not charging anything properly). The company says it is our problem and if we want it fixed, we must pay for any parts or tech services. We are very frustrated and discouraged. Now my daughter cannot use the scooter at all and it just sits in the basement of her apartment. It is a waste of our money. We are not happy with the ****** ********** scooter that we purchased, and we will eventually purchase another scooter from another company

  

  Business response

  03/22/2024

  Dear *****,
  We are sorry to hear that you are experiencing issues with charging your scooter. We do show that the original scooter that was purchased in May of 2022 and replaced  under warranty in June of 2023 no longer carries a warranty on the batteries or battery charger. The manufacture has provided you with warranty replacement batteries and a new scooter even when the warranty had expired. SpinLife will ship to you a free battery charger as a one-time concession and we will be contacting you to gather information on the way you are charging the batteries as it is unlikely that two scooter would have faulty batteries and chargers.
  Sincerely,
  SpinLife Customer Service

  Customer response

  03/25/2024

  we do not want the complaint closed until SpinLife sends out the new battery charger and it works so that their scooter does not sit as a useless piece of equipment (also a waste of our money). See above attachment.
  
  Regards,
  
  ***** ********/ ******* ******

  

  Business response

  04/05/2024

  Dear Ms. ******,

  
  SpinLife is shipping to you at no charge a battery charger and a pair of batteries. Both of these orders are a one time courtesy as the warranty on both of these items have expired. If you are needing a service technician to assist you please contact us to process payment for that service as the 1 year service contract that you purchased with your original order placed back in May of 2022 has expired. You are not obligated to purchase this service call with us, you can work with a local service technician on your own. 
  Sincerely,

  SpinLife Customer Service

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Spin Life did not recommend the correct lift for my truck. I would like the company to do what is right for a man with a disability, and work with me to obtain the correct lift for my truck that telescopes out past the tailgate, I have no problem paying the difference in between the two lifts, and any additional labor that is needed. Work with me for a solution, not to just tell me no.

  

  Business response

  03/19/2024

  Dear ***,

  
  After speaking to ****** they did confirm that there is not any modifications that can be done to the lift you purchased you make the arm extend out further. The lift you purchased is compatible with your vehicle and product as requested. I am sorry but vehicle lifts are a non-returnable item according to our return policy, so we would not be able to set up a return of the lift you have and order a different a lift as an exchange. The return policy is listed below.

  Return Policy
  This item is non-returnable for one of the following reasons:
  

  This item is custom-made by the manufacturer to suit your specific needs . Please review all specifications carefully before placing your order. Once production of your item has begun – the order is unable to be cancelled.
  

  For hygienic safety and per FDA regulations this item is non-returnable, even if unused.
  

  Once products are installed, the product is no longer returnable.
  

  Please inspect your product upon delivery. If the product is damaged or is not the correct product, please refuse the delivery. If your item was delivered without a signature and is damaged or incorrect please call SpinLife Customer Service.

  Thank you,

  SpinLife Customer Service

• Initial Complaint

  02/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In December 2023 I ordered, from SpinLife, a new joystick/controller for my Merits Gemini wheelchair. I ordered the part to be overnighted to us.

  Days later, after I called, I was informed the part could not be overnighted and my increased shipping was reimbursed. Weeks later I still didn’t have the part and was told by SpinLife the manufacturer needed the serial number to the chair. This was provided.

  Weeks later I was told, via email, I provided the wrong Serial number. A picture of the serial number was taken and sent to SpinLife. No further communication until my angry phone call to SpinLife pointing out I have waited 2 months for this part. Their response was 1. We are waiting on the manufacturer and 2. We can reimburse your money.

  They refuse to give me the manufacturers contact information, requested twice.

  Now, 3 months after the order, I still do not have the part. I called SpinLife today with the same response (Waiting for the manufacturer or they can reimburse my money).

  For this 3 months I have been in an ill fitting ‘temporary’ wheelchair I purchased second hand just so I can be mobile in my home and, was recently hospitalized secondary to a wound caused by this ‘temporary’ chair.

  This is not just a parts issue, it is now also a medical/health issue.

  The cost of this part is $496.35. My expectation of SpinLife is to expedite resolution of this situation by getting this part to me immediately or, providing a new wheelchair, equal to my current chair, at no expense to me and also, expedite delivery of this chair completely assembled and fully operational.

  The original chair was purchased from SpinLife at a cost of approximately $3500 in 2021.

  

  Business response

  03/04/2024

  Dear ***** ******
  We are sorry for the delay in the shipping of the joystick you had ordered for your powerchair. The joystick was shipped on 3/1/24 via FedEx Priority Overnight. The tracking number is 271620062027 and is out for delivery today 3/4/24.
  Thank you,
  SpinLife Customer Service

  Customer response

  03/12/2024

  Consumer notified BBB via phone call that the matter has been resolved.

*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. ↩