I filed a complaint with you concerning Spin Life. The complaint number is [redacted]. I heard back from you concerning what Spin Life agreed to do. So far they have sent the part needed to repair my chair to the repair tec. The chair has been repaired and is working. They agreed to pay 240 dollars of the lift chair rental. So far I have not received the check from them. I will not agreed to closing of the case until I get the check for 240 dollars.
[redacted] We deeply apologize that the mattress does not meet your family’s needs. However, mattresses are considered a hygienic product and are regulated by the FDA. This is for the safety and protection of the public which discourages selling these items once they have been...
opened and exposed to outside contaminants. Due to this, the product is not returnable as displayed on this specific product information page for the mattress your parents selected. Spinlife must adhere to this regulation.
Spinlife is dedicated to customer satisfaction and would like to help in any way we can. We can arrange for a mattress specialist from our manufacturer to talk to you about the specific needs of your family and recommend a product that would meet their needs. In addition we can offer a discount on that mattress once you determined which one would be best.
Again, we sincerely apologize and please contact us at ###-###-#### if you have any questions. Thank you –Spinlife-
I have placed the answers below in blue. Just to add to this we have also agreed to credit the customer 10% or $300 of the original cost of the scooter for his trouble.Technician went out on 07/13 after receiving the parts. He fixed the unit but it still has more problems and will need additional parts. The challenge is most of these parts come from Israel since Afikim does not have a manufacturing plant in the US. We are going to credit the customer for his troubles and will continue to follow up with technician and manufacturer to fix his scooter. It is currently running and customer is using it but still needs some parts to bring it up to standard. Please let me know if you have any additional questions on this. Thank you [redacted] SpinLife.com Phone: ###-###-#### Fax: ###-###-####
The Customer saw our catalog picture of the same unit that she has and it seems the image is reversed and shows the control handle on a different side than hers is on. Her conclusion was that her unit was a older model or version.We had a Technician go to her location and address each issue...
and she has shared that she is happy with the result and resolution.We believe this issue is completely resolved and have ensured the Customer that she can contact specific team members directly moving forward with any questions or concerns.[redacted]
Our NSP Team Leader, [redacted], has worked with the customer and they have found a solution to the issue. We will provide an allignment and 2 front wheel assemblies to the customer as well as extending the warrantee on these items.
Having researched the communication between the Customer and the SpinLife Customer Service Team. During that research I did see the Customer mentioned the damage. We are disappointed that the Customer had this experience and have done the following:- This morning (6/2/2016) a...
SpinLife Representative spoke with the Customer and offered them a Free Wheel Chair - The Customer accepted this offer and we believe they are happy with the out comeSpinLife is disappointed that our Customer had this experience and we hope this outcome is more than satisfactory.Best regards,Scott J[redacted]
Yes I thought we had come to an agreement. Spin Life did offer to take the mattress back with a restocking fee. They came and picked up the mattress for return but it's been 2 weeks and I haven't see any credit applied to my credit card. Now I have no mattress and no refund. I have tried to reach out to [redacted] at spin life (###########) but no one returns my messages.Thanks[redacted]
Dear Mr. [redacted],I am very sorry for the delay in getting your lift chair repaired and any frustration this has caused you and your wife. We certainly should have worked better to get this resolved for you when you initially contacted us about needing repair on your chair. There is no...
excuse for that type of customer service and it certainly will not happen again. The technician is scheduled to do the repair this Friday 12/13. Please let us know if we can help in any other way.Thank you very much for your patience and understanding.Carla G[redacted]Spinlife Customer Service
Dear Mr. [redacted],I am sorry for the trouble you had with receiving the power chair you ordered from Spinlife. I see the power chair was delivered to you yesterday 1/22. It seems the carrier was originally unable to reach you to make the delivery so they were going to return the chair. Once you...
contacted us through the Revdex.com we were able to get the order turned around and delivered back out to you. I hope you are enjoying your chair. Thank you, Carla G[redacted]Spinlife Customer Service
Mrs [redacted]. Spinlife deeply apologizes for all the trouble you have had with your scooter. As soon as we received your complaint, our leadership team reviewed your order with the service team and our Vendor Partner. After reading the service technician notes and discussing your order, we completely...
understand your level of frustration and we are happy to fulfill your request.
I believe Eric, our Service Team Lead, reached out to you to discuss options. Per your conversation with him we have started the return process on your scooter and will arrange to have it picked up. Once we have confirmed it has been delivered to the manufacturer we can process a full refund for you or transfer the funds to purchase another brand new scooter.
Again, Spinlife deeply apologizes for the issues you have had and we are dedicated to customer satisfaction. Please feel free to contact us at ###-###-#### or email us at [email protected] if you have any questions. Thank you -SpinLife-
We have received notification from the service tech that the set up of the new chair has been completed and the old chair removed. Please let me know if there anything else we can do for you at this time.Thank you very much,Spinlife Customer Service
Mrs [redacted]. We apologize for the confusion on your order. We want to make sure that we are providing you accurate information, so we listened to the call you reference below. Per that conversation, a full refund was not discussed and we related to you that Carla had sent you an itemized email on 08/18/15 detailing the charges and refund that you requested.
We will provide an itemized list here so we can avoid further confusion. Your initial order was as follows:
Go Go Traveller Plus 3-wheel: $1,149.00
Rearview Mirror: $16.00
Walker holder: $70.00<...⇄ />
SpinLife 2 yr service: $99.00
White Glove Delivery $169.00 Total: ...⇄ $1,489.00
You reported that the White Glove agents did not deliver the scooter properly since they would not put on the accessories. With White Glove delivery, installation of accessories is not included. However, since Spinlife is dedicated to customer service we deducted $50 from this delivery charge for a total charge of $119 instead of $169.00.
When you did decide to return the item, we did inform you that you would have to pay freight which you agreed and we spoke about. The freight cost to send this back to the warehouse is $209.56. Per our policy credit is given as soon as the scooter is back in the warehouse. When we last spoke on 09/09/15 it still had not arrived at the manufacturer’s warehouse as I informed you. We are currently working on making sure the scooter arrived at the warehouse as we know it was picked up on 08/25/15.
For your records your refund will be:
Total cost: $1489.00
WG Delivery: -$119.00 ($169.00 minus the $50 credit)
Freight Pick up: -$209.56
Total Refund: $1160.44
Since Spinlife is dedicated to customer service we did waive the 15% restocking fee. We will also process the credit today and you should see the amount back to your credit institution in 3-5 business days. Please feel free to contact us if you have any questions or concerns. Thank you –SpinLife-
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. As soon as the funds are recieved back in my bank account.
Good MorningMy frustrations with SpinLife are partially resolved. They have replaced therubber covering my footrest, as well as the two batteries. And the right arm hasbeen tightened.This does not forgive them for the way I was treated. Three peopledisconnected me when I first phoned them and told them of my problem. It isshocking that I was treated as a nuisance call! They tried to get away with it!I paid full price for a new machine, yet they tried to get rid of me. I havenever in my life been treated in such a way!I appreciate your help. Thank you very much.Cordially[redacted]n Hooper
Dear Ms. [redacted],We are very sorry for the trouble you had reaching us regarding your order. That certainly is not the way Spinlife handles responding to their customer’s needs. We have placed a new order for the vinyl mattress cover and it is expected to arrive to you on Monday 1/29. Please let us...
know if there is anything else we can help you with. Thank you,Spinlife Customer Service
Dear Mr. [redacted]I am so sorry for the delay in the delivery of Mr. [redacted]'s replacement chair. I did receive confirmation that the chair was delivered this morning 8/25/2017 to Mr. [redacted]. Please let me know if there is anything else I can help you with.Thank you,Carla G[redacted]Spinlife Customer Service
Dear Mrs. [redacted] [redacted] ,I am so sorry you received the wrong parts for your walker. Today 10/3/17 a copy of the return information along with a prepaid label was emailed to you so you can ship back the basket and tray. A refund will be issued to your credit card for the full amount you were...
charged. Anything else we can do please let me know.Thank you,Carla G[redacted]Spinlife Customer Service
Mr [redacted]- Spinlife deeply apologizes for the issues you have had with your father power chir. We have investigated your issue and did find areas where we could have communicated with you in a more timely fashion. Rest assured SpinLife is dedicated to customer satisfaction and are working hard to...
respond to our customers in a timely fashion when these issues happen.
Per our conversation, the 811 code means that there is a load issue with the batteries. We have communicated this with the manufacturer and they sent new batteries to your father's residence. Your father should receive his batteries by Thursday 09/24/15 or Friday 09/25/15. These batteries were sent at no cost to you as part of your warranty on the chair. Please be confident that we will continue to follow up with you to make sure your father's power chair is up and running. if you have any questions regarding this do not hesitate to call ###-###-####, option * or contact us at [redacted]. Thank you -SpinLife-
[redacted] Spinlife deeply apologizes for the amount of time it has taken to get the part your mother needed. Unfortunately, the part needed was on backorder and we did everything we could to escalate the issue.
It is our understanding that the technician has...
received the part and is in the process of scheduling an appointment with you. Rest assured that we will ensure that the technician schedules this appointment as soon as possible so you can utilize your scooter.
Again Spinlife apologizes and as a way to compensate for your mother’s inconvenience, we would like to extend your service warranty for a 2nd year. This would cover all the service costs you would need in case your scooter has another problem. Please feel free to contact us if you have any questions on this. Thank you –SpinLife-
I filed a complaint with you concerning Spin Life. The complaint number is [redacted]. I heard back from you concerning what Spin Life agreed to do. So far they have sent the part needed to repair my chair to the repair tec. The chair has been repaired and is working. They agreed to pay 240 dollars of the lift chair rental. So far I have not received the check from them. I will not agreed to closing of the case until I get the check for 240 dollars.
[redacted] We deeply apologize that the mattress does not meet your family’s needs. However, mattresses are considered a hygienic product and are regulated by the FDA. This is for the safety and protection of the public which discourages selling these items once they have been...
opened and exposed to outside contaminants. Due to this, the product is not returnable as displayed on this specific product information page for the mattress your parents selected. Spinlife must adhere to this regulation.
Spinlife is dedicated to customer satisfaction and would like to help in any way we can. We can arrange for a mattress specialist from our manufacturer to talk to you about the specific needs of your family and recommend a product that would meet their needs. In addition we can offer a discount on that mattress once you determined which one would be best.
Again, we sincerely apologize and please contact us at ###-###-#### if you have any questions. Thank you –Spinlife-
I have placed the answers below in blue. Just to add to this we have also agreed to credit the customer 10% or $300 of the original cost of the scooter for his trouble.Technician went out on 07/13 after receiving the parts. He fixed the unit but it still has more problems and will need additional parts. The challenge is most of these parts come from Israel since Afikim does not have a manufacturing plant in the US. We are going to credit the customer for his troubles and will continue to follow up with technician and manufacturer to fix his scooter. It is currently running and customer is using it but still needs some parts to bring it up to standard. Please let me know if you have any additional questions on this. Thank you [redacted] SpinLife.com Phone: ###-###-#### Fax: ###-###-####
The Customer saw our catalog picture of the same unit that she has and it seems the image is reversed and shows the control handle on a different side than hers is on. Her conclusion was that her unit was a older model or version.We had a Technician go to her location and address each issue...
and she has shared that she is happy with the result and resolution.We believe this issue is completely resolved and have ensured the Customer that she can contact specific team members directly moving forward with any questions or concerns.[redacted]
Our NSP Team Leader, [redacted], has worked with the customer and they have found a solution to the issue. We will provide an allignment and 2 front wheel assemblies to the customer as well as extending the warrantee on these items.
Having researched the communication between the Customer and the SpinLife Customer Service Team. During that research I did see the Customer mentioned the damage. We are disappointed that the Customer had this experience and have done the following:- This morning (6/2/2016) a...
SpinLife Representative spoke with the Customer and offered them a Free Wheel Chair - The Customer accepted this offer and we believe they are happy with the out comeSpinLife is disappointed that our Customer had this experience and we hope this outcome is more than satisfactory.Best regards,Scott J[redacted]
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Yes I thought we had come to an agreement. Spin Life did offer to take the mattress back with a restocking fee. They came and picked up the mattress for return but it's been 2 weeks and I haven't see any credit applied to my credit card. Now I have no mattress and no refund. I have tried to reach out to [redacted] at spin life (###########) but no one returns my messages.Thanks[redacted]
Dear Mr. [redacted],I am very sorry for the delay in getting your lift chair repaired and any frustration this has caused you and your wife. We certainly should have worked better to get this resolved for you when you initially contacted us about needing repair on your chair. There is no...
excuse for that type of customer service and it certainly will not happen again. The technician is scheduled to do the repair this Friday 12/13. Please let us know if we can help in any other way.Thank you very much for your patience and understanding.Carla G[redacted]Spinlife Customer Service
Dear Mr. [redacted],I am sorry for the trouble you had with receiving the power chair you ordered from Spinlife. I see the power chair was delivered to you yesterday 1/22. It seems the carrier was originally unable to reach you to make the delivery so they were going to return the chair. Once you...
contacted us through the Revdex.com we were able to get the order turned around and delivered back out to you. I hope you are enjoying your chair. Thank you, Carla G[redacted]Spinlife Customer Service
Mrs [redacted]. Spinlife deeply apologizes for all the trouble you have had with your scooter. As soon as we received your complaint, our leadership team reviewed your order with the service team and our Vendor Partner. After reading the service technician notes and discussing your order, we completely...
understand your level of frustration and we are happy to fulfill your request.
I believe Eric, our Service Team Lead, reached out to you to discuss options. Per your conversation with him we have started the return process on your scooter and will arrange to have it picked up. Once we have confirmed it has been delivered to the manufacturer we can process a full refund for you or transfer the funds to purchase another brand new scooter.
Again, Spinlife deeply apologizes for the issues you have had and we are dedicated to customer satisfaction. Please feel free to contact us at ###-###-#### or email us at [email protected] if you have any questions. Thank you -SpinLife-
We have received notification from the service tech that the set up of the new chair has been completed and the old chair removed. Please let me know if there anything else we can do for you at this time.Thank you very much,Spinlife Customer Service
Mrs [redacted]. We apologize for the confusion on your order. We want to make sure that we are providing you accurate information, so we listened to the call you reference below. Per that conversation, a full refund was not discussed and we related to you that Carla had sent you an itemized email on 08/18/15 detailing the charges and refund that you requested.
We will provide an itemized list here so we can avoid further confusion. Your initial order was as follows:
Go Go Traveller Plus 3-wheel: $1,149.00
Rearview Mirror: $16.00
Walker holder: $70.00<...⇄ /> SpinLife 2 yr service: $99.00
White Glove Delivery $169.00
Total: ...⇄ $1,489.00
You reported that the White Glove agents did not deliver the scooter properly since they would not put on the accessories. With White Glove delivery, installation of accessories is not included. However, since Spinlife is dedicated to customer service we deducted $50 from this delivery charge for a total charge of $119 instead of $169.00.
When you did decide to return the item, we did inform you that you would have to pay freight which you agreed and we spoke about. The freight cost to send this back to the warehouse is $209.56. Per our policy credit is given as soon as the scooter is back in the warehouse. When we last spoke on 09/09/15 it still had not arrived at the manufacturer’s warehouse as I informed you. We are currently working on making sure the scooter arrived at the warehouse as we know it was picked up on 08/25/15.
For your records your refund will be:
Total cost: $1489.00
WG Delivery: -$119.00 ($169.00 minus the $50 credit)
Freight Pick up: -$209.56
Total Refund: $1160.44
Since Spinlife is dedicated to customer service we did waive the 15% restocking fee. We will also process the credit today and you should see the amount back to your credit institution in 3-5 business days. Please feel free to contact us if you have any questions or concerns. Thank you –SpinLife-
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. As soon as the funds are recieved back in my bank account.
Good MorningMy frustrations with SpinLife are partially resolved. They have replaced therubber covering my footrest, as well as the two batteries. And the right arm hasbeen tightened.This does not forgive them for the way I was treated. Three peopledisconnected me when I first phoned them and told them of my problem. It isshocking that I was treated as a nuisance call! They tried to get away with it!I paid full price for a new machine, yet they tried to get rid of me. I havenever in my life been treated in such a way!I appreciate your help. Thank you very much.Cordially[redacted]n Hooper
Dear Ms. [redacted],We are very sorry for the trouble you had reaching us regarding your order. That certainly is not the way Spinlife handles responding to their customer’s needs. We have placed a new order for the vinyl mattress cover and it is expected to arrive to you on Monday 1/29. Please let us...
know if there is anything else we can help you with. Thank you,Spinlife Customer Service
Dear Mr. [redacted]I am so sorry for the delay in the delivery of Mr. [redacted]'s replacement chair. I did receive confirmation that the chair was delivered this morning 8/25/2017 to Mr. [redacted]. Please let me know if there is anything else I can help you with.Thank you,Carla G[redacted]Spinlife Customer Service
Dear Mrs. [redacted] [redacted] ,I am so sorry you received the wrong parts for your walker. Today 10/3/17 a copy of the return information along with a prepaid label was emailed to you so you can ship back the basket and tray. A refund will be issued to your credit card for the full amount you were...
charged. Anything else we can do please let me know.Thank you,Carla G[redacted]Spinlife Customer Service
Mr [redacted]- Spinlife deeply apologizes for the issues you have had with your father power chir. We have investigated your issue and did find areas where we could have communicated with you in a more timely fashion. Rest assured SpinLife is dedicated to customer satisfaction and are working hard to...
respond to our customers in a timely fashion when these issues happen.
Per our conversation, the 811 code means that there is a load issue with the batteries. We have communicated this with the manufacturer and they sent new batteries to your father's residence. Your father should receive his batteries by Thursday 09/24/15 or Friday 09/25/15. These batteries were sent at no cost to you as part of your warranty on the chair. Please be confident that we will continue to follow up with you to make sure your father's power chair is up and running. if you have any questions regarding this do not hesitate to call ###-###-####, option * or contact us at [redacted]. Thank you -SpinLife-
[redacted] Spinlife deeply apologizes for the amount of time it has taken to get the part your mother needed. Unfortunately, the part needed was on backorder and we did everything we could to escalate the issue.
It is our understanding that the technician has...
received the part and is in the process of scheduling an appointment with you. Rest assured that we will ensure that the technician schedules this appointment as soon as possible so you can utilize your scooter.
Again Spinlife apologizes and as a way to compensate for your mother’s inconvenience, we would like to extend your service warranty for a 2nd year. This would cover all the service costs you would need in case your scooter has another problem. Please feel free to contact us if you have any questions on this. Thank you –SpinLife-