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:01/13/2025

  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.

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22804294
  
  I am rejecting this response because: the matter is not resolved. I have received the wire, but I'm waiting on the technician to come pick up the scooter and install the wire. He was supposed to call yesterday, but didn't. I am hopeful he will call today.  
  
  Regards,
  
  ****** *****own here. I said, what do I need? He says, you need a motor. I said, how much does that one cost? He says, $2 ,300. I said, I got $2 ,300.

  So anyhow, he left and I called Spinlife and Spinlife dealt with me and said, hey, I'll only time that we'll pay for the motor. So they shipped the motor out to me, a real heavy box, hurt my back picking it up, and they sent that same technician, a real nice guy, he comes back, he takes the box and he takes my scooter, we load it up in the van and he took it home to put the motor on.

  Then he comes back with it, still broken, still don't and he says, it's not the motor. The brand new motor, I got a brand new motor, but it's not the motor. I say, he says, what is it? It was this long wire that goes from the back to the front. I said, why didn't you inspect that in the first place? When they get, I'm paying for the evaluation and you didn't even, and he didn't even open it. So he laughed because I, he says, well, the paper says it's only supposed to fix the motor.

  So I call SpinLife, they're all upset at me for some reason. And they said they'd call me back, and they didn't call me back, they're dodging me.

  So I decide to call up the business bureau to help me, and what I want is to fix it so I would pay them. It ain't about the money. I would pay for the wire, but if they can't fix it, then it has to be replaced by another scooter. But I love this baby, I love my baby. But I want it to be such that it seems like they can't, they should ship me a new one and that's what I'm fighting for, okay? Thank you.

  

  Business Response

  Date: 01/17/2025

  Dear Mr. *************** are sorry to hear of the ongoing issues with your product. We have discussed the issue you are experiencing with the Pride Mobility technical support department and have ordered the part that they recommended, The cost of the part is being covered by the manufacturer. The cost of the service call for a SpinLife technician to repair your product is being covered by SpinLife as a one time courtesy as you did not purchase a service contract back in 2021. 

  Sincerely,

  SpinLife Customer Service

   

  

  Business Response

  Date: 01/24/2025

  SpinLife service technician who is doing the repair was waiting for the customer to receive the repair part. We confirmed the part was delivered to the customer and the service technician will be calling Mr. ***** to schedule his repair visit.

  

  Business Response

  Date: 01/24/2025

  SpinLife service technician who is doing the repair was waiting for the customer to receive the repair part. We confirmed the part was delivered to the customer and the service technician will be calling Mr. ***** to schedule his repair visit.

  

  Business Response

  Date: 01/28/2025

  We were just informed by Mr. ***** that he will need to reschedule his service call for repair as he had a fall and went into the hospital. He would like to reschedule the repair in a couple of weeks. We notified our service technician of this as per Mr. ******* request. Our service technician will be contacting Mr. ******

• Initial Complaint

  Date:10/30/2024

  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.

  spin life has responded and said they were wrong and will ship ne the parts at no charge.

  

  Business Response

  Date: 11/05/2024

  Hello *****,

  Thank you for providing your feedback and letting us know about this issue. Customer satisfaction is very important to us. We apologize that there was an error in determining the warranty period on your product. The warranty parts that you need have been ordered and will be shipping shortly. 

  Customer Answer

  Date: 11/05/2024

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

• Initial Complaint

  Date:10/02/2024

  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.

  On May 23 2024 I purchased a mobility scooter from Spinlife for the amount of $1769.13. Included in that price was a 2 year extended warranty to protect the purchase should something happen.

  On Sept 16th I called Spinlife and informed them that the brakes on the mobility scooter were not functioning properly. They assigned a repair technician who promply called me and determined that the scooter needed a new rear axle. Spinlife agreed they would ship the part to my house and the technician would come to fix it.

  Up to this point I was completely satisfied with how this was being handled. Spinlife said the part would arrive in 3-5 business days. I waited over two weeks and never received the part. I called them back and informed them that I never recieved the part. The agent on the phone said they would look into it and get back with me.

  I ended up calling at least 4 more times and each time I called them they said they would get back with me and never did. Eventually I asked to speak to a supervisor and they said the supervisor would call me back.

  I have yet to hear back from anyone at Spinlife as to the ***** of the repair.

  My mom relies on this mobility device to get around everyday and its currently unsafe for her to use.

  I paid close to $2000 dollars for this mobility scooter and I would like it to be repaired. I would either like my money refunded, a new mobility scooter, or the part to be overnighted so it can be fixed promptly.

  Thanks for your help

  

  Business Response

  Date: 10/04/2024

  Dear ******,
  We are sorry for the delay in the shipping of the part to repair your mothers scooter. The part has been on backorder through the manufacture.  The manufacture was able to retrieve the part needed and ship it out today 10/4/2024 by *** with tracking number 1ZR70F330363235281. The technician who is handling the repair has been notified and will be contacting you to schedule the service repair.
  Thank you,
  SpinLife Customer Service

• Initial Complaint

  Date:09/19/2024

  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.

  My experience with this company has been less than acceptable.

  My initial interaction with sales rep, ****, was quite delightful. Based on this, I would have happily given a 5 star review; however, issues began immediately upon placing my order.

  First, I scheduled an appointment to place my order for a custom wheelchair for my son. When an hour had elapsed from the initial appt. time, I called to inquire if the sales rep was maybe out of the office sick. I was told he was not and that he had stepped out to lunch. He did call me, 1.5 hrs. after our scheduled time.

  Despite this, we placed an order on July 26, 2024 and my credit card was charged $5,041.71. Because this was a custom chair, we knew that it would take a few weeks for it to be built and shipped. We received an estimated ship date of 9/13/24.

  On 9/16/24 I contacted our sales rep to inquire on shipping; I was told he would look into and call me back in a few hours. I received no return call. I called the following day and left a voicemail to follow up and again asked for a return call. I received no return call. I called the next day. I was asked if I was calling about ********* chair - I have no idea who Matthew is. I was told estimated ship date was now 10/15/24.

  Disappointed, but resigned that I would need to wait. Today, I received a voicemail from our rep wherein he again references ********* chair. At this point, I became quite concerned that both my son and ********* orders have been mixed up. I again left a voice mail for our rep indicating my concern and the reason for my concern.

  I then called the manufacturer who indicated that they had in fact received my order on 9/18/24 - YESTERDAY.

  I am beyond frustrated that this company took my money in July yet did nothing with my order until I called to inquire on the status and then only took action after multiple phone calls. This company lacks integrity and couldn't even give me the courtesy of a phone call with an explanation.

  

  Business Response

  Date: 09/23/2024

  Dear
  Valued Customer,
  We are
  sorry to hear of the delay in your order processing and for your experience. We
  are actively working with the manufacturer to expedite the production of the
  custom wheelchair if at all possible.  A
  member of our management team will be reaching out to you with additional
  information

• Initial Complaint

  Date:09/05/2024

  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.

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

  

  Business Response

  Date: 09/11/2024

  Dear ********* *****

  We are sorry to hear of  your experience. We will be looking into this issue further in regards to if the shipping damage was noted on your signed delivery receipt with the freight carrier, what the actual damage was and fees associated with the return. We will be in contact with you to discuss further.

  Thank you,

  SpinLife Customer Service

• Initial Complaint

  Date:09/03/2024

  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.

  9.18.24 Consumer called BBB stating the business sent a technician out with no charge to him. Consumer stated the matter has been resolved to his satisfation.was here about an hour and thought now it was wire going from power source to control box..Had to order and ship part to my house again.

  After 2 ***** got the part called to schedule technician and was told it would br another $268!
  I said all the technician did was evaluate ( which is just a guess the remote, control box were replaced and the power box showed green. light there isn't much.more to it).he didn't fix it. It not for sure that's the problem and was here about an hour. This is taking advantage of elderly and disabled Plumbers, electricians, A/C repair don't charge half that for service call..They could come back replace wire and still. not be repaired and would owe them
  $536..I assumed the $268;covered the repair not just a half ******** analysis. When mechanic or any repair place works on something they do it until it's repaired don't justl leave you with broken product..This is very unethical if not illegal
  
  .
  
  
  
  
  .
  

  

  Business Response

  Date: 09/09/2024

  Dear  Mr. *****,

  We are sorry to hear that you are experiencing an issue with your mobility product. We will accommodate you a one time courtesy service call as your service contract has expired. You are a valued customer and we appreciate your business

  Sincerely,

  SpinLife Customer Service. 

• Initial Complaint

  Date:08/14/2024

  Type:Customer Service 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 think that a company that is still selling this product widely -- I keep getting online display ads for the same unit -- does not have a part in stock to allow an elderly person to still use their product if they lose their keys. The resolution is to expedite the acquisition of new parts to allow keys to be replaced. Get us the replacement part ASAP. This mobility scooter is used by my 92-year old dad to go grocery shopping, etc. Thank you for your help

  

  Business Response

  Date: 08/16/2024

  Dear ****,

  We apologize for your experience. We have worked closely with our vendor partner and they have obtained the part that you ordered and will be shipping it shortly. You are a valued customer and we appreciate your business. 

  Sincerely,

  SpinLife Customer Service 

  Customer Answer

  Date: 08/26/2024

  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:

  
  

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

  ********************** 22144137

  SpinLife.Com, LLC

  Aug 26, 2024 11:46 AM

  
  

• Initial Complaint

  Date:08/07/2024

  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 would like to withdraw my complaint as Spinlife has listened to my request for a return and they have gone out of their way to assist with my return
   Thank you. 
  
  Sent from my T-Mobile 4G LTE Device
  Get Outlook for Android

  

  Business Response

  Date: 08/14/2024

  Dear Ms. ******,

  We consider you to be a valued customer and we appreciate your business. Given the circumstances surrounding your request to return this non returnable item as a courtesy we have offered to waive a portion of the return expense. It is our hope that we can assist you in the future for any of your mobility needs.
  
  Sincerely,
  SpinLife Customer Service

   

   

• Initial Complaint

  Date:08/05/2024

  Type:Billing 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.

  Response from company as of 08/06/24

  

  Business Response

  Date: 08/12/2024

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

  We are sorry that you processed two online orders for the same item. We have arranged for a *** pickup to have the duplicate order returned.  As a courtesy we have offered to waive a portion of the return expense.
  It is our hope that we can assist you in the future for any of your mobility needs. 

  Sincerely,

   SpinLife Customer Service. 

• Initial Complaint

  Date:07/09/2024

  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.

  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,
  
  
  
  ****** ********

  

  Business Response

  Date: 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 Answer

  Date: 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.

       ** ********