ComplaintsforSpinLife.Com, LLC

• 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.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order for a power lift chair was placed on 12/13/23. Estimated ship date was 4-6 weeks. I receive an update that the ship date was delayed to Feb. 8, 2024. On Feb. 12 I called customer service and was told I'd get a call the next morning regarding the status of the chair. I did not get a call. I called again today, 2/15/24, and spoke to a representative who could not tell me the status of the chair or an estimated delivery, the reason being that the warehouse "was checking on it." I told her I needed more information and that I'd like to speak to a person who might know more details about the order. She just repeated that the warehouse was checking on it. The order # is *********. The cost is $2,184.53 including delivery into the home. My husband greatly needs that chair, and I need to know if it's really going to be delivered soon or not. I appreciate any help you are able to give. Thank you.

  

  Business response

  02/22/2024

  Dear Ms. *****,

  We apologize for the delay in providing you an update on the shipment of your order. The ship date has been delayed by the manufacturer due to production delays. We are providing you with a free White Glove delivery service for the inconvenience for this delay. You are a valued customer and we appreciate your business. It is our hope that you will consider SpinLife for your future mobility needs.

  Sincerely,

  SpinLife Customer Service

  Customer response

  02/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Looking forward to prompt delivery.
  Regards,
  
  ***** *****

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/22/2024 I ordered a wheelchair and back to the wheelchair from spinlife. I ordered an 18 inch wide by 18 inch tall back. I opted to have that back painted to match the rest of the wheelchair. On 2/7/2024 I received the back without it being signed for which was supposed to be my way of checking the product and rejecting it if needed. Once I opened the box I immediately knew the back was too small only to be told by spinlife the back can’t be returned because it is painted and wasn’t rejected when delivered. Nowhere in the initial purchase was I made aware of these policies that are now being mentioned. I was fitted for this chair by a physical therapist and a seating specialist. The back is too small because Ali Mobility says with cushions it’s only 15 and 3/4 inches, which again wasn’t told to me anywhere in ordering this back. I simply need a larger back instead of the one I received that’s too small. After spending nearly 3,000 dollars for the chair and back you’d think this wouldn’t be an issue.

  

  Business response

  02/20/2024

  Dear Mr. ********,
  We are sorry there was an issue with the size of the back you ordered and received for your wheelchair. We are glad you were able to work with one of our customer service reps to set a return authorization for a refund. Your refund is being processed today 2/20/2024 back to your credit card.
  Thank you,
  SpinLife Customer Service

  Customer response

  03/01/2024

  Spinlife offered a partial refund for something that clearly is a mistake on their part or the manufacturer. I didn’t order a part based off the model but instead a measurement specification. 18 inches wide is a perfect size that can’t later be refunded and then said to be 16 inch. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a VivaLift Radiance by Pride chair on 11/22/22. The chair arrived approximately 2 weeks later, and after assembly didn’t work. A replacement chair was then sent out and received approximately 10 days later. The condition of the box when received is on file with Spinlife, 11 photos in total. Areas of box were crushed and marred horribly. The chair, at approximately 10 months old, developed a few cracking and popping sounds that were brushed off by SpinLife as “normal”.

  Now, New Year’s Day, the leg rest starts malfunctioning, a large very visible gap appears where the backrest meets the seat, and a horrible banging sound when bringing chair back to the neutral position develops. I emailed my original salesperson, Lisa, and she promptly referred me to the Repairs Department on 1/6/24.

  A video of how the chair is NOT functioning properly was sent to Josh in Repairs. Evidently, this is how this company does their diagnostics, via video and pictures!? So, I was advised he’d ordered a new “scissors kit”, because that’s the problem! Was told they’d ship 1/16 (today) or before.

  Well, if I call Toyota and simply let them listen to a noise on my vehicle, do you think they can make a proper diagnosis? Anyway, no parts have been received, so I call again today, and also resend video and picture PLEADING FOR A REPAIR TECH TO BE PERMITTED TO COME AND PROPERLY DIAGNOSE PROBLEM!!

  I am then advised, part is still on back order and now expected to ship in another 10 days! Meanwhile, my poor husband with rods and screws in his back and heart issues has been without a chair 16 days already and now being told another 10 days for parts, which will undoubtedly turn into many more 10 days if all of the complaints on this site is any indication!!

  ALL WE WANT IS A TECH TO BE ABLE TO COME OUT, CHECK THE FRAME, so when the SCISSORS are here another problem isn’t found and we have to wait MONTHS FOR REPAIR! This is more than a scissor issue!! Terrible, terrible business ethic!!

  

  Business response

  01/19/2024

  Dear *******,
  We are sorry you are experiencing issues with your lift chair. Our service department does use video to be able to see what is going on with the product. This enables us to order the part before going out to do the repair. The part needed for your chair has been ordered. Unfortunately, the part is on a backorder with the manufacture and will not be available to ship until 1/26. Once you receive the part, the service technician will contact you to schedule the repair. We do apologize for the delay in getting your lift chair repaired.
  Sincerely,
  SpinLife Customer Service

  Customer response

  01/24/2024

  
  
  There is more wrong with this chair other than what they are observing in video! I can tell there’s damage to the outside of a car via video, but not know to what extent until we look under the hood! My husband has repaired machines in our business for 34 years, and Spinlife’s way of “diagnosing” is astonishing. The Spinlife rep that viewed the video also said the extension was dragging the carpet when it isn’t!! Furthermore, he wasn’t even aware this chair has the extension for a tall person on it! I guarantee you, it needs more than what has been ordered and we will be put into a vicious loop of waiting on back ordered parts. Today is the 24th, we shall see. 
  Regards,
  
  ******* **********

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a lift chair, Vivalift Radiance, for my mother. My mother has used a lift chair for approximately 10 years. She is in the chair 24 hours a day. I wanted to go back to her previous distributor but she wanted this chair from Spinlife. I ordered the 3 year extended warranty with it. From the time of first use she noticed there is a stagger when it lifts, one side goes up first then the other. In addition, the phone charger works intermittently. I contacted the company in June. Eventually someone arrived to fix the issues. He stated an additional part was needed to fix the lift issues and would be ordered. After struggling for awhile with the phone charger it worked. Unfortunately, that was not sustained. It began intermittently charging again almost immediately. Multiple calls and no responses later, They finally stated in September they needed to send another service technician to evaluate these 2 issues again. We are now in January 2024. We have heard nothing. The chair continues with these 2 issues. The second repair technician did tell her that he did not know how long the repairs would take as they really are short repair persons in her area. My order number is 125490408. Needless to say, after reading these reviews and knowing my own experiences, Spinlife has been a huge disappointment. The elderly and infirm depend on these products for comfort and to have some quality of life. It is disgraceful, and should be illegal, to take advantage in this fashion.

  

  Business response

  01/18/2024

  Dear ***** *******,
  We are sorry for issues you are having with your Lift Chair. The parts needed to repair your chair have been ordered and will ship out directly to you. Once received one of our service technicians will contact you to schedule an appointment to repair your chair. We apologize for the delay in getting this handled. We will do our best to get this resolved and your chair back up and running.
  Sincerely,
  SpinLife Customer Service

  Customer response

  01/18/2024

  I accept the business's response to resolve this complaint.  I really hope that when the parts arrive, there is a technician available to install them. Nevertheless, thank you for your efforts. They are appreciated.

  Regards,

  ***** *******

*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. ↩