Good Afternoon:
After [redacted] reported to us that she could not test her batteries we discussed her case with the manufacturer. Spinlife agreed to replace her batteries and return the old ones without proof that batteries are bad. The new batteries were shipped on 09/15/15 and we told Dr [redacted] that when she receives them, to see if she can find a resource to install them for her or we can send a technician out at a reduced cost to her.
Please let me know if you have further questions.
Thank you
-SpinLife-
Mrs [redacted]. Spinlife deeply apologizes for the confusion on your order. We did investigate the matter and listened to all the calls. We did discover that before you purchased the chair, our sales representative did give you the correct information. However we also...
discovered that inaccurate information was given to you after you purchased your lift chair. As a result and because we are dedicated to Customer satisfaction we will credit you the amount Medicare would have paid for your lift chair mechanism. A credit in the amount of $284.18 has already been requested and should appear on your credit card in 3-5 business days.
In addition, Spinlife is dedicated to making sure our customer service reps provide accurate information and we will educate our staff appropriately.
In regards to Ohio sales tax. If we receive a prescription for your item from your physician and we have this on file, then we can reimburse you the amount you paid in tax. I see that on 09/25/15 we did send the form to you to get filled out by your Doctor. Just return that form to us and we will be happy to reimburse you as soon as we receive it.
It was a pleasure to speak to you today 10/07/2015 regarding this and if you have any further questions, please call, ###-###-####, ext [redacted], and it would be my pleasure to speak with you. Thank you -SpinlIfe-
Mr [redacted]. We again apologize for the trouble you have
had with your lift chair. I left you a voicemail today to confirm
that I approved your credit request and you will be refunded the full amount of
your lift chair within 3-5 business days. In addition we confirmed that
the Technician has the box and as soon as we receivethe shipping information
from the manufacturer, they will be contacting you to set up an appointment to
pick up the chair. We again apologize for the delay and please feel free
to contact us if you have any questions. Thank you –SpinLife-
Thank you for your help in resolving our issue with Spinlife. The money has been deposited back into my account and the items shipped off. We appreciate your input in this matter. I wasn’t getting anywhere with the company alone. Thank you again.
Dear SPinlife that is fine on the mattress but I don't need the blower for the bed and want to return that since its listed on the receipt as a separate entry. I am very disappointed on the return policy on the mattress not being displayed in multiple languages so my parents could have know and understood the policy better. The mattress my parents need based on the ICU at the hospital where my sister was staying is [redacted]So I would be ok with be able to return the blower for a full refund and receiving a discount on the needed mattress above to resolve this issue. Regards,
[redacted]
When I was sent the second chair no arrangements were made by Spinlife to ship the first chair back. I was not told nor was I going to pay to have it shipped when the problem wasnt my fault. I didn't want to complain about the 2nd chair so I tried to deal with the chair as is. I deal with a lot of pain every day. This chair isn't sitting right therefore it causes additional pain. I Don't feel as though I should have to pay for a Tech to come out and fix a chair that wasn't made right in the 1st place.Sittng properly for me and therefore causes additional pain. I don' feel as though I should have to incur additional expense just to get the chair made how it should have been made in the first place. Regards,
Dear [redacted], We are very sorry for any trouble we may have caused with the order your father had placed with Spinlife. We have issued a credit to your father for the return fees. The amount will be refunded back to his credit card. Thank you, Carla G[redacted] Spinlife Customer Service
Dear Mr. [redacted],I am very sorry for the delay in having your scooter picked up and returned. Also for the lack of communication on our part. As you know we have communicated yesterday and today regarding the return. The pick up is set up for Thursday 10/26 and you will be receiving a full...
refund.Thank you very much for your help and patience with this matter.Carla G[redacted]Spinlife Customer Service
My understanding per phone conversation with Eric on November...
3rd was as follows: The front tie rods and steering assembly would be replaced with new parts.The new wheel assemblies installed, A front wheel alignment would be preformed. The warranty (on the complete scooter ) would be extended to include all down time for this problem. The red rear light lens that fell off would be replaced. Another tech would be handling the service call and he would inspect overall conditioner of scooter. including both rear wheel bearings. The wheel bearings exhibit brown metallic dust indicating grease failure.
Regards,
[redacted]
- We at Spinlife again apologize for the problems you are having with the scooter. Our Service Lead has been trying to get in touch with you to thoroughly go over the issue with you. Our hope is to continue to try to diagnose the issue over the phone so that a service technician is not...
required.
As explained previously unfortunately the service contract has expired on your scooter since it is over a year old. However, if a technician is needed we are willing to discount our cost from $179/visit to $125. We will also work to make sure you get parts if needed.
Please contact our Service Lead at your earliest convenience at ###-###-####, ext [redacted] so we can help you.
Thank you -SpinLife-
Spin Life has not repaired the chair in a timely manner. I bought a new chair today from a local source. Consider today's date and consider the date Spin Life last stated they were proceeded with effort to make the repair. Consider the telephone communication they had with [redacted] on December 27th when they said they have intent to make further effort to repair the chair. [redacted] approved for them to make the repair. The repair personnel are still welcome to come to our home to repair the chair for [redacted] or Spin Life however; it is my view that they will be repairing it for Spin Life or [redacted]. I am not going to be satisfied with anything less than a full refund of the original purchase price.
The technician came to repair the chair this evening. He had parts but they were not the proper parts needed. The service Technician name is [redacted]. He was very professional. He had an excellent compliment of tools. My wife and I have a good opinion of the service person. This matter has taken too long to resolve even though we have been courteous and cooperative to the resolution SpinLife and [redacted] have had to offer. I insist it be resolved now as I previously requested. I have purchased a used chair locally and have made a temporal provision for [redacted]'s lift chair need. I insist the initial purchase price be refunded to us immediately so that I can go purchase a nice new chair for her right away. Maybe you mistake my kind demeanor as a weakness and we will be a pushover to tolerate your continued inadequacy in resolving this issue. I have lost many hours of work, because [redacted] is not able to get out of chair without my help. She has suffered without the use of an adequate lift chair. This will not continue; because I will be purchasing the new chair next week, whether you do the right thing or not. Spinlife and [redacted] have a very bad customer service. Spinlife and [redacted] mobility lack integrity that I expect common consideration and some level of decent concern for a user of the mobility products you all provide. You truly have no care or compassion for my wife little bit of comfort or dignity. That is all I have to say now.
Dear [redacted], Your original chair order was from 11/2016. We replaced it for you in 5/2017. We never received the original chair back from you and that was part of the process of you getting a replacement. When we contacted you about this you informed us you had given it to your...
sister. Then months after receiving your replacement you stated you were not happy with the replacement, this was around November 2017. We contacted the manufacture for assistance and offered to get you in touch with a tech in your area to do an evaluation on the chair but you would be responsible for the tech cost, but you declined that solution. I am sorry there is nothing else we can offer at this time. Thank you, Carla G[redacted] Spinlife Customer Service
Regarding this complaint I have been speaking to the Mrs. [redacted] and she did not want the lift to be repaired. She did not have the lift or additional battery that she had purchased for it. Both were with the tech. We put through a refund for the lift which was $2180 and the battery which was $280...
on 5/3. This was communicated to Mrs. [redacted].Please let me know if you need any other information.Thank you,Carla G[redacted]Customer Service Team Lead
Dear Mr. & Mrs. [redacted]I am so sorry to hear of the trouble you are having with your lift chair. We also do apologize that a tech was not sent back out once you received the parts in June. We have set up for a tech to be sent to your home at no cost to you. They we be contacting you...
shortly to setup a day and time to come to your home. We also contacted you by phone with this information. If you should have any more questions please feel free to contact our service department.Thank you,Carla G[redacted]Spinlife Customer Service
It contains incomplete statements regarding the warranty and my case.It doesn't reflect my comments on the warranty extension.Dear SpinLife,Thank you for answering to my complaint.Your proposition to refund me for the one of the service visits and provide me with the another one free of charge sounds very reasonable and useful for me. However, taking into account the current progress with the repair of my wheelchair lift, at this time, I couldn't admit that my case is solved.Referring to your statement "The warranty cover any parts that need to be replaced during the warranty period; it does not include labor." This is not complete. The correct text of the warranty is available on the SpinLife web site URL:http://www.spinlife.com/Pride-Backpacker-AVP-Inside-Wheelchair-and-Scooter-L...⇄ the "Warranty" tab. It contains the following: Labor, service calls, shipping and other charges incurred for repair of the product, unless specifically authorized by [redacted] Products Corporation in advance, are excluded.That's why the last time I contacted the SpinLife cust support I suggested them to work together with [redacted] to get the authorized coverage of the labor.Second, I would ask SpinLife to extend the warranty on my lift for all the time (almost 3 months, at this time) when I was not able to use this equipment due to the unreasonably long evaluation and repair process.Sincerely,[redacted]
GOOD MORNING, MY NAME IS [redacted] AND I HAD PREVIOUSLY FILED A COMPLAINT WITH YOU ON 9/13/2016 ID# 11710583 AGAINST SPINLIFE LLC BUSINESS ID# 0001005190 BECAUSE OF A DEFECTIVE LIFT CHAIR THAT WAS DELIVERED TO MY HOME. AFTER HAVING 2 SPINLIFE REAIRMEN EXAMINE THE CHAIR ON, TWO DIFFERENT DATES, AND REPORT TO THE COMPANY THAT THE CHAIR NEEDED TO BE REPLACED, THEY FINALLY AGREED AND SHIPPED A NEW CHAIR TO EL PASO, TEXAS CLOSE TO MY HOME ON THE 6TH OF OCTOBER YET I HAVE NOT HEARD ONE WORD FROM THE COMPANY OR THE DELIVERY/REPAIR AS TO WHEN THE CHAIR WILL BE DELIVERED. CONTINOUS CALLS TO SPINLIFE MEET ON DEAF EARS, NO ACTION! AGAIN AS I PREVIOUSLY STATED IN MY ORIGINAL COMPLANT THIS CHAIR SNAPS, BUCKLES AND SHIFTS DANGEROUSLY TO THE RIGHT WHEN I USE IT FOR DIFFERENT POSITIONS. SINCE I AM RETIRED AND HAVE LOTS OF FREE TIME OIN MY HANDS I WOULD NOT SHY AWAY FROM A LEGAL BATTLE WITH SPINLIFE SHOULD THIS CHAIR BRAKE WHILE I’M IN IT AND I END UP ON THE FLOOR. HERE IS A MAJOR POINT OF FRUSTATION WE ARE HAVING WITH THIS LIFT CHAIR, WE BOUGHT IT FOR $1,800.00 THE FIRST WEEK IN JUNE AND PAID IN FULL AT THE TIME OF THE ORDER, SINCE THAT DAY IT’S AS IF WE DON’T EXIST WHEN WE CALL AND ASK ANYTHING. MY WIFE AND I ARE VERY DISCOURAGED AND OUTRAGED COUSTOMER. [redacted] AND [redacted] PS: IT IS OUR HOPE THAT AIRING OUR FRUSTRATION IN THIS METHOD MIGHT HELP OTHERS IN A SITUATION LIKE OURS BE ADVISED ABOUT THE BEHAVIOR OF SPINLIFE AS IT PERTAINED TO US.
Dear Dr. [redacted],We are very sorry for the lack of follow up you have experienced during the repair process of your chair. We see that a tech has been out to your home for the repair yesterday (10/19) and has suggested a replacement. We have contacted the manufacturer and...
are working with them to get this resolved for you. We will be back in contact with you shortly. Thank you for your patience in this matter,Carla G[redacted]
Spinlife Customer Service
Dear Mr. [redacted],We are so sorry for all trouble and delay with getting your lift chair repaired. We received notice from the tech group that the parts were replaced, the chair was tested and working properly.Thank you,Spinlife Customer Service
SpinLife is grateful that the Customer reached out and apologize for the error in the item received! We have sent another replacement to the Customer. Our records show that the Replacement seat was received on December 5th.We are extremely disappointed with the Customer's experience and...
hope that the above is a satisfactory resolution.If not, I would welcome a call directly and will step in wherever needed.Scott J[redacted]Director of Sales
Good Afternoon:
After [redacted] reported to us that she could not test her batteries we discussed her case with the manufacturer. Spinlife agreed to replace her batteries and return the old ones without proof that batteries are bad. The new batteries were shipped on 09/15/15 and we told Dr [redacted] that when she receives them, to see if she can find a resource to install them for her or we can send a technician out at a reduced cost to her.
Please let me know if you have further questions.
Thank you
-SpinLife-
Mrs [redacted]. Spinlife deeply apologizes for the confusion on your order. We did investigate the matter and listened to all the calls. We did discover that before you purchased the chair, our sales representative did give you the correct information. However we also...
discovered that inaccurate information was given to you after you purchased your lift chair. As a result and because we are dedicated to Customer satisfaction we will credit you the amount Medicare would have paid for your lift chair mechanism. A credit in the amount of $284.18 has already been requested and should appear on your credit card in 3-5 business days.
In addition, Spinlife is dedicated to making sure our customer service reps provide accurate information and we will educate our staff appropriately.
In regards to Ohio sales tax. If we receive a prescription for your item from your physician and we have this on file, then we can reimburse you the amount you paid in tax. I see that on 09/25/15 we did send the form to you to get filled out by your Doctor. Just return that form to us and we will be happy to reimburse you as soon as we receive it.
It was a pleasure to speak to you today 10/07/2015 regarding this and if you have any further questions, please call, ###-###-####, ext [redacted], and it would be my pleasure to speak with you. Thank you -SpinlIfe-
Mr [redacted]. We again apologize for the trouble you have
had with your lift chair. I left you a voicemail today to confirm
that I approved your credit request and you will be refunded the full amount of
your lift chair within 3-5 business days. In addition we confirmed that
the Technician has the box and as soon as we receivethe shipping information
from the manufacturer, they will be contacting you to set up an appointment to
pick up the chair. We again apologize for the delay and please feel free
to contact us if you have any questions. Thank you –SpinLife-
Thank you for your help in resolving our issue with Spinlife. The money has been deposited back into my account and the items shipped off. We appreciate your input in this matter. I wasn’t getting anywhere with the company alone. Thank you again.
Dear SPinlife that is fine on the mattress but I don't need the blower for the bed and want to return that since its listed on the receipt as a separate entry. I am very disappointed on the return policy on the mattress not being displayed in multiple languages so my parents could have know and understood the policy better. The mattress my parents need based on the ICU at the hospital where my sister was staying is [redacted]So I would be ok with be able to return the blower for a full refund and receiving a discount on the needed mattress above to resolve this issue. Regards,
[redacted]
When I was sent the second chair no arrangements were made by Spinlife to ship the first chair back. I was not told nor was I going to pay to have it shipped when the problem wasnt my fault. I didn't want to complain about the 2nd chair so I tried to deal with the chair as is. I deal with a lot of pain every day. This chair isn't sitting right therefore it causes additional pain. I Don't feel as though I should have to pay for a Tech to come out and fix a chair that wasn't made right in the 1st place.Sittng properly for me and therefore causes additional pain. I don' feel as though I should have to incur additional expense just to get the chair made how it should have been made in the first place. Regards,
Dear [redacted], We are very sorry for any trouble we may have caused with the order your father had placed with Spinlife. We have issued a credit to your father for the return fees. The amount will be refunded back to his credit card. Thank you, Carla G[redacted] Spinlife Customer Service
Dear Mr. [redacted],I am very sorry for the delay in having your scooter picked up and returned. Also for the lack of communication on our part. As you know we have communicated yesterday and today regarding the return. The pick up is set up for Thursday 10/26 and you will be receiving a full...
refund.Thank you very much for your help and patience with this matter.Carla G[redacted]Spinlife Customer Service
My understanding per phone conversation with Eric on November...
3rd was as follows: The front tie rods and steering assembly would be replaced with new parts.The new wheel assemblies installed, A front wheel alignment would be preformed. The warranty (on the complete scooter ) would be extended to include all down time for this problem. The red rear light lens that fell off would be replaced. Another tech would be handling the service call and he would inspect overall conditioner of scooter. including both rear wheel bearings. The wheel bearings exhibit brown metallic dust indicating grease failure.
Regards,
[redacted]
- We at Spinlife again apologize for the problems you are having with the scooter. Our Service Lead has been trying to get in touch with you to thoroughly go over the issue with you. Our hope is to continue to try to diagnose the issue over the phone so that a service technician is not...
required.
As explained previously unfortunately the service contract has expired on your scooter since it is over a year old. However, if a technician is needed we are willing to discount our cost from $179/visit to $125. We will also work to make sure you get parts if needed.
Please contact our Service Lead at your earliest convenience at ###-###-####, ext [redacted] so we can help you.
Thank you -SpinLife-
Spin Life has not repaired the chair in a timely manner. I bought a new chair today from a local source. Consider today's date and consider the date Spin Life last stated they were proceeded with effort to make the repair. Consider the telephone communication they had with [redacted] on December 27th when they said they have intent to make further effort to repair the chair. [redacted] approved for them to make the repair. The repair personnel are still welcome to come to our home to repair the chair for [redacted] or Spin Life however; it is my view that they will be repairing it for Spin Life or [redacted]. I am not going to be satisfied with anything less than a full refund of the original purchase price.
The technician came to repair the chair this evening. He had parts but they were not the proper parts needed. The service Technician name is [redacted]. He was very professional. He had an excellent compliment of tools. My wife and I have a good opinion of the service person. This matter has taken too long to resolve even though we have been courteous and cooperative to the resolution SpinLife and [redacted] have had to offer. I insist it be resolved now as I previously requested. I have purchased a used chair locally and have made a temporal provision for [redacted]'s lift chair need. I insist the initial purchase price be refunded to us immediately so that I can go purchase a nice new chair for her right away. Maybe you mistake my kind demeanor as a weakness and we will be a pushover to tolerate your continued inadequacy in resolving this issue. I have lost many hours of work, because [redacted] is not able to get out of chair without my help. She has suffered without the use of an adequate lift chair. This will not continue; because I will be purchasing the new chair next week, whether you do the right thing or not. Spinlife and [redacted] have a very bad customer service. Spinlife and [redacted] mobility lack integrity that I expect common consideration and some level of decent concern for a user of the mobility products you all provide. You truly have no care or compassion for my wife little bit of comfort or dignity. That is all I have to say now.
Dear [redacted], Your original chair order was from 11/2016. We replaced it for you in 5/2017. We never received the original chair back from you and that was part of the process of you getting a replacement. When we contacted you about this you informed us you had given it to your...
sister. Then months after receiving your replacement you stated you were not happy with the replacement, this was around November 2017. We contacted the manufacture for assistance and offered to get you in touch with a tech in your area to do an evaluation on the chair but you would be responsible for the tech cost, but you declined that solution. I am sorry there is nothing else we can offer at this time. Thank you, Carla G[redacted] Spinlife Customer Service
Regarding this complaint I have been speaking to the Mrs. [redacted] and she did not want the lift to be repaired. She did not have the lift or additional battery that she had purchased for it. Both were with the tech. We put through a refund for the lift which was $2180 and the battery which was $280...
on 5/3. This was communicated to Mrs. [redacted].Please let me know if you need any other information.Thank you,Carla G[redacted]Customer Service Team Lead
Dear Mr. & Mrs. [redacted]I am so sorry to hear of the trouble you are having with your lift chair. We also do apologize that a tech was not sent back out once you received the parts in June. We have set up for a tech to be sent to your home at no cost to you. They we be contacting you...
shortly to setup a day and time to come to your home. We also contacted you by phone with this information. If you should have any more questions please feel free to contact our service department.Thank you,Carla G[redacted]Spinlife Customer Service
It contains incomplete statements regarding the warranty and my case.It doesn't reflect my comments on the warranty extension.Dear SpinLife,Thank you for answering to my complaint.Your proposition to refund me for the one of the service visits and provide me with the another one free of charge sounds very reasonable and useful for me. However, taking into account the current progress with the repair of my wheelchair lift, at this time, I couldn't admit that my case is solved.Referring to your statement "The warranty cover any parts that need to be replaced during the warranty period; it does not include labor." This is not complete. The correct text of the warranty is available on the SpinLife web site URL:http://www.spinlife.com/Pride-Backpacker-AVP-Inside-Wheelchair-and-Scooter-L...⇄ the "Warranty" tab. It contains the following: Labor, service calls, shipping and other charges incurred for repair of the product, unless specifically authorized by [redacted] Products Corporation in advance, are excluded.That's why the last time I contacted the SpinLife cust support I suggested them to work together with [redacted] to get the authorized coverage of the labor.Second, I would ask SpinLife to extend the warranty on my lift for all the time (almost 3 months, at this time) when I was not able to use this equipment due to the unreasonably long evaluation and repair process.Sincerely,[redacted]
GOOD MORNING, MY NAME IS [redacted] AND I HAD PREVIOUSLY FILED A COMPLAINT WITH YOU ON 9/13/2016 ID# 11710583 AGAINST SPINLIFE LLC BUSINESS ID# 0001005190 BECAUSE OF A DEFECTIVE LIFT CHAIR THAT WAS DELIVERED TO MY HOME. AFTER HAVING 2 SPINLIFE REAIRMEN EXAMINE THE CHAIR ON, TWO DIFFERENT DATES, AND REPORT TO THE COMPANY THAT THE CHAIR NEEDED TO BE REPLACED, THEY FINALLY AGREED AND SHIPPED A NEW CHAIR TO EL PASO, TEXAS CLOSE TO MY HOME ON THE 6TH OF OCTOBER YET I HAVE NOT HEARD ONE WORD FROM THE COMPANY OR THE DELIVERY/REPAIR AS TO WHEN THE CHAIR WILL BE DELIVERED. CONTINOUS CALLS TO SPINLIFE MEET ON DEAF EARS, NO ACTION! AGAIN AS I PREVIOUSLY STATED IN MY ORIGINAL COMPLANT THIS CHAIR SNAPS, BUCKLES AND SHIFTS DANGEROUSLY TO THE RIGHT WHEN I USE IT FOR DIFFERENT POSITIONS. SINCE I AM RETIRED AND HAVE LOTS OF FREE TIME OIN MY HANDS I WOULD NOT SHY AWAY FROM A LEGAL BATTLE WITH SPINLIFE SHOULD THIS CHAIR BRAKE WHILE I’M IN IT AND I END UP ON THE FLOOR. HERE IS A MAJOR POINT OF FRUSTATION WE ARE HAVING WITH THIS LIFT CHAIR, WE BOUGHT IT FOR $1,800.00 THE FIRST WEEK IN JUNE AND PAID IN FULL AT THE TIME OF THE ORDER, SINCE THAT DAY IT’S AS IF WE DON’T EXIST WHEN WE CALL AND ASK ANYTHING. MY WIFE AND I ARE VERY DISCOURAGED AND OUTRAGED COUSTOMER. [redacted] AND [redacted] PS: IT IS OUR HOPE THAT AIRING OUR FRUSTRATION IN THIS METHOD MIGHT HELP OTHERS IN A SITUATION LIKE OURS BE ADVISED ABOUT THE BEHAVIOR OF SPINLIFE AS IT PERTAINED TO US.
Dear Dr. [redacted],We are very sorry for the lack of follow up you have experienced during the repair process of your chair. We see that a tech has been out to your home for the repair yesterday (10/19) and has suggested a replacement. We have contacted the manufacturer and...
are working with them to get this resolved for you. We will be back in contact with you shortly. Thank you for your patience in this matter,Carla G[redacted]
Spinlife Customer Service
Dear Mr. [redacted],We are so sorry for all trouble and delay with getting your lift chair repaired. We received notice from the tech group that the parts were replaced, the chair was tested and working properly.Thank you,Spinlife Customer Service
SpinLife is grateful that the Customer reached out and apologize for the error in the item received! We have sent another replacement to the Customer. Our records show that the Replacement seat was received on December 5th.We are extremely disappointed with the Customer's experience and...
hope that the above is a satisfactory resolution.If not, I would welcome a call directly and will step in wherever needed.Scott J[redacted]Director of Sales