Annette B.

Products are fine but if you need to have your product serviced, be prepared for a lengthy process. The issue seems to be communication between the customer service department and sub-contractor company that actually performs the service. The service tech came out, evaluated what he needed and submitted the request for parts to SpinLife. The parts then got shipped to my father-in-law but when the service tech came out again, one of the parts he needed was not shipped. Communicated this to SpinLife and again, wrong part shipped again-chair still not working. Finally, after much back and forth, the right part got shipped and installed. Parts should go to the service company not the customer as we never got an invoice as to what was being ordered so how do you know you have the right parts? Fortunately, we did not have to pay for the botched service call (parts under warranty but still $179 for service call) but that was because we complained about this whole comedy of errors. The customer service department gives the impression that they will call back but in reality, I left numerous messages throughout this whole process (about a month, calling almost everyday) and got maybe two returned calls. Those occurred at the end of this experience so basically a month of frustration and stress. Don't be fooled by the BBB rating; read the customer reviews rating on the BBB site, 68% negative, and then decide for yourself.