Complaints

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:06/30/2025

  Type:Product 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 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.
  
  Regards,
  
  **** ********

  

  Business Response

  Date: 07/04/2025

  Dear **** ********,
  
  We are sorry to hear of the issues with your EW 54 scooter. We have been in contact with the manufacturer and working with them to find a resolution for you. We will be reaching out to discuss the proposed options with you.  
  

  Customer Answer

  Date: 07/14/2025

  Mr. ******** called BBB stating he did not intend to close the complaint as resolved. Has not been able to get a direct response from SpinLife as to what they do to do to fix the issue with problem he is having and what he feels needs to be done.  

  Customer Answer

  Date: 07/15/2025

  From: **** ******** <************************>
  Date: Tue, Jul 15, 2025 at 8:16 AM
  Subject: Re: You have a new message from the BBB of ************ in regards to your complaint #********.
  To: Better Business Bureau <**********************************************************************************************>
  

  
  
  

  Ok I really dont know were i stand with spinlife but i will make up the differance in price for another one with canopy i did ask for a break down on the unire i bought ew-54 i dont need reimbersment for the welding i had done not looking for money juat somethine that gets around with canopy thank you **** ********

  

  Business Response

  Date: 07/22/2025

  Dear **** ********,
  
  Once again we apologize for the issues you have been experiencing with your **heels scooter. SpinLife and ******* have agreed to ship to you a new ** 52 as the ** 54 is not longer available from the manufacturer. The new order is expected to ship to you shortly. 

  Customer Answer

  Date: 07/29/2025

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  
  

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

  ********, **** 23536137

  SpinLife.Com, LLC

  Jul 29, 2025 11:16 AM

  
  

• Initial Complaint

  Date:06/20/2025

  Type:Product 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 sent pictures to two different people at spinlife.  It seems just passing me from one person to another has been the strategy so far.  The second person is supposed to contact me this week but so far, they have just taken the position that they sent me the right cushion, regardless of the fact that this cushion does not work for me, which is the whole point.  I live on a fixed income and cannot afford to throw $387 down the drain.  On top of that I still have to order another cushion that does work, which will be $300-$500!
  
  Regards,
  
  
  
  ***** **********

  

  Business Response

  Date: 06/23/2025

  Hello
  Ms. **********
  We are
  sorry that you find the Jay cushion that you purchased uncomfortable. One of
  our product experts has been working with the manufacturer to confirm if the
  correct fluid pad was shipped with your cushion. He reached out to you on June 6th via email asking for an additional photograph showing the part number on the
  fluid pad at the request of the manufacturer. Regrettably we have not heard
  back from you. You are a valued customer of SpinLife and we certainly want you
  to be satisfied with your purchase. We will be contacting you to discuss. 

  

  Business Response

  Date: 07/03/2025

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

  We
  forwarded the pictures you provided to us at the manufacturers request for them for review.  Their
  findings were that the cushion that was shipped to you was built to the specifications
  that you discussed and agreed to when ordering with us. We are sorry that you
  find the cushion to be uncomfortable. Regrettably the manufacturer does not
  allow the return of cushions for hygienic reasons, even if they are not used. Customer
  satisfaction is very important to us and you are a valued customer. As an accommodation
  SpinLife will be refunding you a portion of your purchase price.

  Customer Answer

  Date: 07/15/2025

  the cushion is not just “uncomfortable”.  Spinlife is acting like it’s simply a nuisance to me and that is not the case!  I can’t use the cushion at all!  I am happy to return it brand-new and unused but I expect a full refund.  If they can not provide that, I will enlist the media and show up at their Columbus headquarters with the thing!! 
  
  
  
  Regards,
  
  
  
  ***** **********

• Initial Complaint

  Date:06/11/2025

  Type:Product 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.

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23456596
  
  I am rejecting this response because: 

  
  The Spinlife *** is incorrect They have not done me a favor.  I do have a paid 3 year in-home service contract. Copy of receipt in attached packet. I was advised by ******* *******, Spinlife tech supervisor, That the purchase receipt was wrongly not entered into my account and that he found it somewhere else. He said he should move it to my account, but he didnt. The *** who ***lied to my complaint needs to put the evidence of my PAID service contract into my account so that I dont need to battle for weeks every time I need a ***air of this wheelchair. In addition, the Pride manufacturers warranty states that electrical components are covered for 13 months, and ***air must be done by an authorized dealer.

  Spinlife is the authorized dealer, and according to Pride ***s and Spinlifes parent company,******** it is th only one who can ***air it, because they sold it. I received the wheelchair on Feb 2, 2025, so it was still under warranty band should have been ***aired just for that reason. Furthermore, before buying the wheelchair, I noticed on the page displaying product information, there is a house icon labeled ***************** When you touch or click on this icon, the message says, One year ********************* Screen shots are in the packet.

  However, all ***resentatives I have spoken to say that they do not honor this. Spinlife is falsely advertising a benefit that certain makes a difference in the choice of dealer I would buy from. Because of the fact I was duped by this, they allowed me to purchase a service contract after the initial purchase.

  Lastly, it is almost impossible to reach anyone at SpinLife. They rarely answer phone calls, I have been placed on hold for hours. When the robot voice comes on, it asks you to leave a message, which I did ***eated.  No one ever called me back, so I went through this for weeks.

  Finally, to get this resolved, I happened to have the phone number of the independent service person who does ***air for Spinlife in my are. That is how I finally got service. Again, I want to stress that I need the evidence I have a paid 3 year *************** contract so I do not need to spend so much time to get things fixed.  Thank You.
  Regards,
  
  ***** *****

  it. She notified service department.

  Called 6/4/25 explained again, was hung up on. Called back, no answer, left message.

  Called again 6/5/25, emailed request for service twice to customer service.

  On 6/9/25 tech said he couldn't find a person to come out. Spoke to initial serviceman, his transmission broke couldnt come. Called manufacturer as it is warranteed. No service person they referred serves my area. I searched for service people and gave potential names to tech 6/10 and 6/11. Have left 5 more messages, no callback from tech *******, the only tech left at SpinLife.

  Nothing is happening, I get no help from Spinlife. The $4000 chair cannot be used. Furthermore, being stuck in the up position, it will not fit in a handicap-equipped vehicle to take to a shop for repair. This chair is a lemon.

  Someone at Spinlife needs to replace it OR repair it at no cost to me, OR refund me the cost of the chair and the in-home service warranty, please!

  

  Business Response

  Date: 06/18/2025

  From: ***** ***** <**************************************************************************>
  Date: Wed, Jun 18, 2025 at 9:19 AM
  Subject: Extension
  To: ********* ********** <****************************************************************************************>
  
  
  
  We have two BBB complaints that are due a response. We are working with our team and the customers on these to get resolved. Are you able to give us an extension, so we can get everything together?
  Please let me know.
  Thank you,
   
  
  
  ***** *****
  
  
  Customer Service Team Lead
  
  
  Phone:      ********************
  
  
  Website:    www.SpinLife.com
  
  
   
  

  

  Business Response

  Date: 06/24/2025

  Dear Ms. ************ sincerely apologize for your experience with your repair service and the length of time it took to resolve the issue with your power wheelchair. Customer satisfaction is very important to us and we are sorry that we did not meet your expectations. The last service technicians  report indicate that repairs were completed and the issue with you product has been resolved. Your order does show that at the time of purchase you declined the SpinLife ******************** The technicians that were sent were done at no charge to you as a SpinLife courtesy service call.
  

  Customer Answer

  Date: 07/01/2025

  Re: Case Number 23456596

  Hello: Attached is a copy of the emailed receipt from Spinlife showing that I paid in full for a 3 year in-home service contract. Since SpinLife is an online only business, they send receipts through email.

  Also, Spinlife does not mail out individualized Service Agreements with names of the purchaser. Thus, I have attached the SpinLife in-************ Agreement information downloaded from their web site, along with an addendum referring to the SpinLife ****************** Agreement on page 3.  It is interesting to note at the bottom of page one and at the top of page two, warranty and replacement parts are explained. Not only are parts that are under warranty free, but so is the labor associated with installing the partsEVEN IF NO SERVICE CONTRACT WAS PURCHASED. So the repairs made both times my wheelchair broke down were actually covered by both the warranty and the purchased Service Agreement. There should have been no objection whatsoever regarding sending a tech to do the required repairs since I purchased the brand new chair on 1/23/25 and received it by white glove delivery on 2/5/2025 after it was shipped to and assembled by a service tech contracted to do this. I have not even owned it for half a year.

  Thank you for your attention to this matter,

  ***** *****

  

  Business Response

  Date: 07/04/2025

  Dear Ms. ***************** did purchase the 3 year in home service contract separate from your original purchase.Our apologies for not recognizing that. Our service agreements include in-home diagnostics and labor for warranty parts purchased through SpinLife for the duration of your service contract. In your case, you have a service contract for 3-years, so labor would be covered during that period per our policy. We would be happy to discuss our service contract with you further to answer any questions that you might have. Please contact us at your convenience. 

  Customer Answer

  Date: 07/14/2025

  [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.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:06/06/2025

  Type:Product 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 paid for a NEW 20 inch wide captains seat and got a USED 22 inch seat on my "new" merits p301 power wheelchair.

  
  After 2 repair attempts, its still missing the left arm, set screw, CORRECT factory battery bolts, tool kit, and the joystick cable is still way too short.
  I have a power chair that I can't even set in because the seat is wrong, and the steel bolts the tech put on the battery terminals WILL corrode since they are dissimilar metals risking overheating or fire.
  

  Any novice tech should KNOW that

  

  Business Response

  Date: 06/27/2025

  Dear Mr. ****,

  We are
  sorry to hear of your issues with your recent purchase. The manufacturer shipped
  the Gemini with a 22” wide seat on chair and they also shipped the additional
  20” wide seat that you ordered. Your SpinLife service technician supplied
  pictures of the two seats that you received and they have been reviewed by the manufacturer.
  Since it is difficult to see the actual sizes of what you received they would
  like additional photographs. They also shipped to you a new armrest and set screw
  that was delivered to you. We will reach out to you once again by telephone to gather
  more information so that we can work with the manufacture to resolve your
  issues as quickly as possible. Customer satisfaction is very important to us and
  you are a valued customer of SpinLife.
  

• Initial Complaint

  Date:05/19/2025

  Type:Delivery 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.

  ********
  
  
  
  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ***** ***

  

  Business Response

  Date: 05/26/2025

  The
  lift chair that was shipped was correct. We are sorry that there was confusion
  on what color and size chair that you agreed to and was sub sequentially ordered
  and shipped to you.  Since your order
  shipped and you refused to accept the delivery the return fees would apply. We
  did make an exception for you on the return shipping fee as one time accommodation.
  We are happy to see that you have placed another lift chair order with us in the
  size and color that you want. You are
  a valued customer and we would like to continue to assist you with your future mobility
  needs. 

• Initial Complaint

  Date:04/23/2025

  Type:Product 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.

  The problem with my scooter has not been resolved. The technician informed me that it is the motor and not the battery. As a resolution to the scooter I would like a replacement scooter and my $270.00 back from the cost of the battery. I appreciate BBB assistance with helping me resolve this issue. Thank you Kendesha ****** ts to fix a chair that only worked for 4 months.

  

  Business Response

  Date: 04/28/2025

  We are
  sorry that you had experienced an issue with the scooter.  Since you declined to purchase the SpinLife
  In Home Service Contract at the time you placed your order there would a charge
  to send a service technician out to your home to make any repairs or to do any
  evaluations. SpinLife will provided you
  with a one-time complimentary no charge second visit for the technician to troubleshoot
  the issue with the manufacturer. 

  

  Business Response

  Date: 05/14/2025

  Ms. ****** declined to purchase a SpinLife In Home Service Service contract when she purchased her scooter.. She took delivery of the Pride scooter in November of 2024. She reported issue with the scooter to SpinLife in March of 2025. Our service department did some trouble shooting over the phone with her and determined it could be a battery issue and she was sent no charge warranty replacement batteries. Since she did not  have a service contract she was charged $249.00 to have a field service technician install the new batteries. It was determined at that time that the batteries were not causing the issues with the scooter. SpinLife is sending at no charge to her as an accommodation another field service technician to do further troubleshooting with the manufactures technical support via Live Lens. This appointment has been scheduled with Ms. ******. The manufacturers warranty is to replace any parts that are defective for repair. The scooter can not be returned and SpinLife can not refund her for batteries that she did not pay for. 

• Initial Complaint

  Date:02/03/2025

  Type:Product 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.

  Repairman was sent by SpinLife on Saturday, February 8,2025. The repairman called us to say he cannot fix the chair and recommended that the company give us a new chair since this one cannot be repaired. I want a new chair from them immediately.
  
  
  
  Regards,
  
  
  **** *******

  

  Business Response

  Date: 02/06/2025

  We are
  sorry that the issue with your mothers scooter was not resolved with the initial
  troubleshooting and repairs. We have consulted with the manufacturers technical
  support department to further troubleshoot with them and have ordered the
  recommended no charge warranty part needed for the repair. We have a service technician ready to make the repair once the part is received. 

  

  Business Response

  Date: 02/14/2025

  We are sorry to hear that the repair part that ***** ******** recommended to us did not fix your issue with the product. The manufacture has agreed to and has processed an order for a new Go Chair.

  Customer Answer

  Date: 02/18/2025

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:02/03/2025

  Type:Product 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 called and talked to an agent who sold me a schooter. Then they delivered it I tried it out and went down the hallway and tried to turn it into the bathroom but there was hardly any turning radius. Threre also I was not told that when you turned it on you had to hold your arms striaght out to the stering and hold them there for the scooter to be able to run. 

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

  Attention BBB, this is further describing my complaint:

  I have several stenosis in the cervical areas. The orthopedic doctgor even told me my neck was so bad that even a operation would not improve my neck consequently I cannot hold my arms out liek that very long at all. So that kind of scooter they brought can not be used by me. I told the delivery man I can not use this scooter at all and would not sign for it. He then said he understood what I needed and fouond something that should work. The machine I bought was around $800.00.The one the delivery man was talking about cot $1,600.00. He said I would have to sign for the first one in order to be able to receive the second one. I reluctantly signed it. He told me they probably would waive the return fees since I would be buying a more expensive one even though I was going to pa for the more expensive one. They still wanted me to pay 400.00 in return fees, which is half of what the scooter cost. Also when I called bacl to this company the first time and the lady I talked to said I would have never sold you that scooter because it's not made for being run in the house. So then why in the world did this other lady sell me this scooter? It seems liek a scam. The lady sales woman sells you a scooter that does not have a turning redius for the house. Then they charge ou 400.00 in returning fees which is half of what the scooter is worth. They know or should know that piticular scooter does not belong in the house. They get 400.00 on the deal and you end up with nothing. ONly they benifit. 

  01/10/2025

  Thank you

  

  Business Response

  Date: 02/06/2025

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

  At the
  time of your purchase many specifications of the scooter were reviewed with you and all of your questions were answered as well as our return policy all of which you agreed to and then proceeded with
  buying this particular scooter. As a courtesy SpinLife waived the restocking fee
  however you would be responsible for the return freight fee. If you are in need
  of help to repackage the scooter and shipping the item back for you we can provide that White
  Glove return service however that would be an additional fee.