ComplaintsforAcorn Stairlifts Canada Inc

• Initial Complaint

  14/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Purchased and had installed a Stairlift on October 12th, 2023 at which time we provided the final payment for the stairlift. $14,800 total paid. We requested a final invoice denoting paid from supplier, as it is a pre requisite to receive a government grant - showing as purchased and paid in full. After 4 reminders over the past month I have still not received a copy of the final invoice. Without this invoice the government refuses to pay our grant.

  

  Business response

  14/11/2023

  Good afternoon,

  I apologize that you have not received your invoice for your stairlift. One was mailed out to you on Oct 24th. An electronic copy has also been sent out to you today. You are also able to access this information yourself by setting up your Acorn Club account. 

  Best regards,

  Customer response

  15/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID  and find that this resolution is satisfactory to me.

  I did receive as denoted earlier to your Sales Representative,  Mrs. Jessica C.,  that we had received a letter (Post Office Stamped) 2023-10-27 containing a application for a maintenance contract, but no invoice was included,  as had been requested by earlier by email, and verbally to her on several previous occasions.

  (I assume this in reality is the document your are referencing, as to being sent on the 24th of October)

  This is what prompted me to raise a complaint with the BBB.

  In addition no mention had ever been made of Access to the Acorn Club account  , or that access to invoices was available there.

  I would recommend you provide further training to the Sales staff when confronted with this situation in the future to avoid such delays, and customer discontentment.

  Sincerely,
  ***** ********

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One and half year ago we had installed Acorn stairlift. Operation of this lift seized during warrantee. Repairman made a note on his invoice that LIFT IS PARKED OFF CHARGE POINT. Batteries were not recharging and were eventually ruined. This could only happened when the original installation was not properly adjusted. We have no knowledge how to do the repair and wouldn't even try it. Batteries were exchanged under warrantee but charging points were not adjusted. Second set of batteries were ruined. I contacted the company few times over the telephone. We also ordered new batteries at our expense. They cost over $ 300.00 and come from China. It takes over a month to get them. Now the Acorn Company is claiming that it is past the warrantee and we have to pay for repair. (Just to come to our house is $ 400.00 + repair and taxes.) We are claiming that the lift was never properly installed, and batteries will be ruined in short time. Even the second time, repairman recorded an error but did not fix it. Please help me to solve this dispute. Thank you.

  

  Business response

  10/11/2023

  Upon review of your file you contacted our office on Oct 11th 2022 to advise you had been away for 3 weeks and the lift was dead. Upon the arrival of the tech to the home on Oct 14th the lift was not parked on the charge point; this is required for the batteries to recharge after each use. The tech did not have batteries on hand and did have to schedule a return visit which took place on Oct 20th. This matter was resolved within 9 days not 1 month. This replacement was covered under your 1 year manufacture guarantee. We have sent you several letters offering you extended warranty which would cover situations like these going forward however you have not replied. You reached out to us again in August of 2023 advising your lift was not working and you have declined to have service completed due to cost. Our service call fee is a set $400 (excluding parts) which we advised to all of our clients when discussing purchasable extended warranty options and our prices are non negotiable. 

  Customer response

  12/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Acorn Company is admitting that there is a problem with recharging batteries.  This problem is there since the installation. Once the batteries are depleted and not recharged, the lift will not operate. Those batteries has to be exchanged. ( Cost is over $ 300.00. )  We are now on the 3rd set of batteries.

  I have a question for Acorn representative:  Why the contacts were not adjusted when your serviceman was here for the first time and made a note about this problem. (Copy of his report is included. ).

  I am offering this solution:  We just received a new batteries and will  absorb this cost.  Acorn Company will adjust charging points without any cost to me and will guarantee that the batteries are recharging.  Depleting batteries takes some time and any problem might not show immediately.

  Sincerely,
    
  ****** *****

  

  Business response

  14/11/2023

  There is no issue with the lift or defect with the charging system. The issue as explained, and confirmed by the completed work order uploaded, indicates that the lift was improperly parked off of the charging system causing the batteries to deplete. As per instruction on proper operation of the stairlift, found in user's manual and explained during demonstration, it is very clear that the lift must be parked on one of the charge points when not in operation.  Parking the lift improperly will result in the batteries losing charge, as in this instance. This is not a result of defect, this is a user related matter. 

  Customer response

  16/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Representative of Acorn Company is just confirming that the lift has to be parked on exact position to be able to recharge batteries.  There is no way any user of the lift can park on the wrong place.  This is all done automatically, the lift will stop at the proper places,  The lift seat can't be moved mechanically.  When this lift was first installed, the charging points were not exactly against each other, as your serviceman recorded.  (Difference of about 1cm).  The lift keeps stopping to soon to be able to charge the batteries.  It requires very simple adjustment.

  I suggest that Acorn serviceman will look into this matter and offer solution.  Than you.
  
  Sincerely
  
  ****** *****

  

  Business response

  01/12/2023

  Thank you for taking the time to review the owners manual however your statement is not completely true. Although the lift does stop once it approaches the charge point if the button is not released once you hear the beep it can and will go past the charge point. Both times the technician arrived at the home the chair was not parked at the correct spot. This is a user error not a manufacturing defect. If the chair is at the charge point and charging it will display codes showing that it is charging. 

• Initial Complaint

  20/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A tech came to my house Sept 18, his name is Morgan. He walked in turned the key on the chairlift and it worked. I advised that is strange as my mother did that over the weekend and nothing worked. The chair wouldn’t move but lights were on showing power. I assumed that was it and he would leave. I went to the basement and assumed he was leaving out the front door and my mother would show him out. The tech proceed to stay, took apart the chairlift and then demanded payment from my confused mother who didn’t know what was going on. I was in the house and at no point was spoken to. The customer service specialist Michelle states the cover of the chair was off and the tech had to fix this and there’s pictures for proof. This is * **** **** ***, not truthful at all!! I asked that this be escalated further. She told me management doesn’t take calls. She advised I was only able to speak with her. I said this was shameful they are charging this fee when NOTHING was broken or wrong. I said the last tech had the fee waived as it’s not right to charge for things like this. She said someone would call me back when I asked this to be escalated further. I asked for a timeframe she refused to give one stating they are busy with their jobs. I shockingly got a call 30mins later from Adrian operations supervisor of Canada who had already in this time been alerted to the complaint and investigated. She stuck with this fee stands you signed a work order, I did not sign. She said if my mother signed it too bad it’s signed and the tech isn’t going to come looking for you if there’s another adult there. I said it’s my house, my account and I should be the only one to approve anything to do with it. I asked to see the pictures of this evidence of a broken lift that they say the tech has and they refused. This company is disgusting and should be ashamed with their policies and practices in situations such as this. This should have been tech arrived nothing wrong no fee charged.

  

  Business response

  20/09/2023

  Good afternoon,
  
  As per our conversation the service call out fee was advised before the technician was dispatched to the home. You called and stated that lift was not working; at which time our in-house tech confirmed the cost of service is $400 plus parts which would be chargeable once the technician arrives. The technician arrived at the home, was provided the key and turned the lift on and it began working however; upon further inspection of the lift he noticed the safety cover had come undone and the wire inside was loose. He reattached that wire and the cover. At the last service in June fees were waived as a goodwill gesture and not because they were not applicable. This previous act of goodwill did not negate any and all future call out fees. 

  Customer response

  20/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: The tech walked in the chairlift was working and no service was required. The tech notes the cover was off and had to be reattached. The tech noted pictures were taken as proof. This is an absolute **** 
  

  If the wire inside was loose that’s the same thing that was “fixed” last time. 
  

  This company preys on the weak and vulnerable. The $400 for this “service” call is disgusting. When the tech entered my home and the chairlift was in fact working he should have left at that time, which I thought he was. 
  

  I honestly expected this answer given my interaction to resolve this already and based on other customers. This company **** *** ****** their customers and it’s repugnant. The level of “service” provided by these individuals is nonexistent. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  16/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dec 2021, I purchased a stairlift for my mom to use when she visits from out of province. It was used for a few weeks at that time, and tested periodically for the next year. The weekend prior to her visiting Dec 2022, I tested it to discover it was not functioning. I tried to contact the company and realized they are closed weekends. Monday Dec 12, I was given a service appt for Dec 15 and assured this was the earliest possible service date. I was promised that the machine would be repaired in full on Dec 15, that the technician would have all the required parts in his truck and that the repair would be covered under warranty, as my warranty was valid until Dec 17. Within an hour of scheduling the service appointment, I received a call from Jason from warranty services, attempting to sell me the extended warranty. I had already received multiple calls and emails regarding the warranty, which sells for $695 for one year or $1595 for 4 years. The warranty promises to send a technician to your home within 24 hours of a breakdown, which the scheduler and Jason both assured me is not possible due to staffing shortages. I declined the warranty. Jason warned me that a standard service call costs $400 plus parts and labour. Dec 15, the technician came and completed the repairs. A piece of lego was stuck under the track, which caused the breakdown. When he left, the lift was in working condition, but he said he was missing a part, which he would return to replace. *** ******** document for service record which indicates the invoicing is under warranty. Dec 16, I received a call to schedule the follow up appointment, and was advised I would be charged $400 service call plus parts and labour for the follow up call. I declined the follow up. **** ******* ** ********* * *** ****** ********** ******* ********* *** ******** ********** ******* ***** **** ***** ******** ********* *** * ******* **** ****** ******* ******** ****** ** ******

  

  Business response

  16/12/2022

  Spoke with client's husband directly and matter has been resolved. Client was advised that damage caused to the lift is not cover by manufactures warranty. Client was not charged on original visit because we were not able to complete the repairs required. After speaking with client we have decided to waive the return service fee of $400 and client will be responsible for the cost of the part. 

  Matter has been deemed resolved 

• Initial Complaint

  03/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A few days ago, I called Customer Care Department of Acorn Stairlifts (1-888-228-3335) to have a new battery installed for my chairlift of 3 years old. I was quoted $50.00 for a new battery and labor charge. On May 31, 2022 a technician came to my place and installed a new battery. It took him 30 minutes to install the battery and he handed me an invoice of $470.00. I was stunned for the labor charge of $400.00 for 30 minutes. I gave him $470.00 but did not sign the invoice. When I called Acorn office about the $400.0 labor charge, a staff member (lady) told me that $400.00 is Acorn's flat rate which I have never been told in advance by Acorn when I called them for a quote.

  

  Business response

  14/06/2022

  Business Response /* (1000, 5, 2022/06/06) */ The standard service fee of $400 is applicable to all Acorn Stairlifts customers requesting service for a stairlift that is no longer covered under warranty. Customers that require a technician to be dispatched to their home, to service their lift, are made aware of this charge and must acknowledge these fees before a ticket is opened and an appointment arranged. Mr. ***** contacted our service department on May 30, 2022 at 11:18 am and advised our service team that his lift was not working. According to our records, and on a recorded line, Mr. ***** was informed and acknowledged the $400 service fee, plus the additional cost of the batteries. An appointment was subsequently made for May 31, 2022 at his request. Our service technician went and performed the services as requested by Mr. *****, diagnosed the cause of issue and replaced the batteries. Mr. *****, after completion of the service, advised the technician that he did not want to sign the work order. Mr. ***** provided a cheque to the technician for the full amount of $470. Later that day on May 31,2022, Mr. ***** called in and spoke with a customer support representative and was advised that the service callout fee was indeed standard, applicable and charged accordingly. Consumer Response /* (3000, 8, 2022/06/10) */ I was puzzled and dismayed about Acorn's response to you. Instead of presenting a truth to you, Acorn fabricated a story that "Mr. ***** was informed and acknowledged the $400.00 service fee (flat rate) on May 30, 2022 at 11:18 AM." The subject of $400.00 flat rate has never been brought up nor acknowledged by me during May 30 discussion. I can attest this at the court if necessary. I was informed of the $400.00 flat rate for the first time by the technician when he handed me the work order of $470.00 at around 10:40 AM of May 31, 2022. I gave a cheque 0f $470.00 to Eric, technician, without signing the work order because I did not want to hold him and I thought I can bring this matter to the attention of Acorn later. I certify the above statements made by me are nothing but truth. Truly yours, **** ** ***** Business Response /* (4000, 10, 2022/06/10) */ As per previously advised, the customer was advised of the service fee on a recorded call, this was acknowledged before the appointment was scheduled. The standard service fee of $400 is applicable to all Acorn Stairlifts customers requesting service for a stairlift that is no longer covered under warranty. Customers that require a technician to be dispatched to their home, to service their lift, are made aware of this charge and must acknowledge these fees before a ticket is opened and an appointment arranged.

• Initial Complaint

  16/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had ordered and installed a stairlift on January 10, 2022 for my parents, within 9 days of installation both of parents passed away. The stairlift did not even get used, I contacted the company to refund me for the stairlift, and explained the situation. they refuged and said I have to sell it privately. according to them I have 10 day from the date of order to request a refund. I had notified them on January 21 that both of my parents have passed away which is 11 day from installation. My father passed away on January 19, 2021. I would greatly appreciate it if you could get me a refund, even its partial one. thanks in advance for you help. i can be reached at XXX-XXX-XXXX ******** *****

  

  Business response

  29/03/2022

  Business Response /* (1000, 7, 2022/03/21) */ Acorn Stairlists does not sell, or rent, used stairlifts in business practice or model, and as such, unfortunately we are not in a position to buy stairlifts back from our customers once they are installed in the home. The property owner may choose to privately sell their lift and may contact tech support should they wish to receive a resale guide. Consumer Response /* (3000, 10, 2022/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The stairlift was installed on January 7,2022. Both of my parents passed away in January within 12 days of installation of the lift. My father passed away on January 19, 2022 and informed Acorn about returning the lift on January 21, 2022. They did not respond till February 16, 2022 and informed me it can only be returned within 10 days of purchase. None of their documents, purchase order, or the invoice indicate any return policy. where did the 10 day return policy come from and why are they talking about buying back rather than return. the staircase is brand new and was installed within a day of the order and therefor is not a custom made, it is prefabricated. how is customer expected to sell the stuff they specialize in the product, if their product is so good Acorn should not have any problem selling it. Like I said we willing to pay for the install and reinstall and stocking fees. The stairlift is $13k, not a small change for someone like me. especially when my parents did not survive to use it even for a week. I would appreciate your help. thanks ******** Consumer Response /* (3000, 11, 2022/03/21) */ Good afternoon I have heard back from Acorn Stairlift. Tammy G. phone 4 weeks ago and was going to call back after I explained that non of their documents says it's 11 day return. She was going to call back after talking with her supervisor. Now every time I phone they know it's me and tell me that Tammy is unavailable. Can you please help me with this matter. Thank you. ******** ***** Business Response /* (4000, 13, 2022/03/28) */ As stated: Acorn Stairlists does not sell, or rent, used stairlifts in business practice or model, and as such, unfortunately we are not in a position to buy stairlifts back from our customers once they are installed in the home. The property owner may choose to privately sell their lift and may contact tech support should they wish to receive a resale guide. As requested Acorn Sales has been notified regarding this matter.

• Initial Complaint

  31/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi : I am totally disabled person and a fully dependent on this lift.. I installed stairlift in june 10 2019 and I paid 10.000 dollars and I bought 5 yesrs extra extended warranty. I have had afew issues since I installed and its VERY hard to get appointment to send the technician to come over to fix the lift . In most cases I have to call a local technician to get it tun again (pay out of my own pocket). Recently I have big issues with the lift not going up properly strait or not coming back down easy. Sometimes its stop midway and I can't get it up or down till I disconnect and reconnect the power. 3 month ago I have big issues.. my lift stuck in midway.. I call at leas 3 time everyda for next 2 weeks and sometimes they answer. Sometimes they dont.. They promising to send technician at leas 5 time but no one showed up.. not even returned my call (I left too many messages). Today is January 27 2021 and I am still trying to call to get my lift fixed with no luck. I call many many time today...yesterday..day before yesterday. With no luck. PLEASE I NEED HELP.. TELL ME WHAT TO DO. My bedroom upstairs and I am stuck downstairs for last 3 month. I need help. Thank you

  

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2022/02/01) */ Unfortunatly we have had experienced longer than normal wait times as a result of unforeseen staff shortages due to the current climate and our COVID-19 protocol. We are doing all that we can to meet all of our customers needs as quickly and safely as possible. Mr. ******** lifts is scheduled to be serviced Feb 1st. Consumer Response /* (2000, 7, 2022/02/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I understand there's staff shortage.. But not for 3 month . Yes they came yesterday feb 1 for service after very long waiting

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 22, 2021 the "curved" Acorn stair-lift was installed Since the installation, the lift experiences random stoppages both, when using the remote control end when riding on the lift. The unexpected and unintended stops usually took place in six predetermined points, coinciding with junctions between straight and curved rail segments. The problem was frequently reported to the Acorn service department and several service visits were dispatched. At one point, I was told that they will dispatch a service only when the lift breaks down completely. In fact, the service was only dispatched after my writing to the UK Customer Relations Team. As the reported malfunction was random, it was not likely that it would happen during the technician's visit. Nevertheless, it did happen a few times and that was quickly dismissed as "user fault" and every time the technician's report stated that the unit was "tested and functioned properly". The technicians have not analyzed the fault report in the device's log, neither listened to my suggestions, but blindly tried to repair: replaced footrest, admitting that a connecting cable was pinched; replaced the control board, admitting that one of the cables was not fully plugged in. The fault log was not retrieved, and later I was told that the board was destroyed, so any evidence of malfunction was eliminated. Despite all repair efforts, the lift continues to randomly stop, and my wife, for whom the lift was installed, fears to use it, worrying that she might get stuck in the midst of the staircase, not being able to climb the stairs or get to the phone. Now the original warranty ends, and considering the fact that Acorn failed to deliver fault-free equipment, within the warranty period, I requested that the manufacturer's warranty is extended until the original fault is cleared. Acorn called me on December 22, to inform that they refuse to do so. They also promised to arrange another service, but this did not happen so far.

  

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2022/01/13) */ Mr ********* lift has been serviced multiple times at his request and each time a technician has reviewed the lift it was tested by Mr. ********* with the technician and there was no errors or stoppage. The diagnostics tool used by the technician confirmed no errors. The last visit by Acorn was done Nov 30th 2021 as requested by the customer and no issues with the lift was reported by technician. The last contact made with Mr.********* was made Dec 21st 2021 by our Tech Support Team advising that no warranty extension will be granted as they're no fault found with the lift and its operation. Consumer Response /* (3000, 7, 2022/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Despite all repair efforts, the lift continues to stop randomly. As the reported malfunction is random, it is not likely that it would happen during a short technician's visit. However, when it did happen a few times this was quickly dismissed as "user fault" and every time the technician's report falsely stated that the unit was "tested and functioned properly". Except of two instances, the technicians have not analyzed the fault report in the device's log. On November 24, 2021 the lift stopped midway and it could not be started. The following day the service technician replaced the control board without any troubleshooting or checking the fault log. Furthermore, the log was not retrieved and, as I was informed, the control board containing the only record of the malfunction was destroyed. It appears that the company didn't want to reveal the real fault recorded in the log. The lift is still not working properly and since the last service, it unexpectedly stopped 12 times, mostly in previously described predetermined spots. I believe that the fault is still there and it may be related to the cart hardware and/or installation. On December 21, I asked for another service and I was told that an appointment will be arranged, but still nobody called to do so. It is worth mentioning that from the very beginning I have purchased an extended warranty, but it is only fair to have all original faults cleared under the manufacturer's warranty. Business Response /* (4000, 9, 2022/01/18) */ Mr ********* lift has been serviced multiple times at his request and each time a technician has reviewed the lift it was tested by Mr. ********* with the technician and there was no errors or stoppage. The diagnostics tool used by the technician confirmed no errors. The last visit by Acorn was done Nov 30th 2021 as requested by the customer and no issues with the lift was reported by technician. The last contact made with Mr.********* was made Dec 21st 2021 by our Tech Support Team advising that no warranty extension will be granted as there was no fault found with the lift and its operation. Our office will be in contact to book a service appointment for Mr.********* to review the lift. Consumer Response /* (4200, 11, 2022/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) In this response, Acorn repeated the same message, which is just a brush-off without a substance. During the most of the service calls, the technicians did not use the diagnostic tool mentioned, so they could not verify or dismiss my reports of stoppage. I would like to see the log from the control board which was removed from my lift. It should contain the record of all usage of the lift, and possibly the reason for the stoppage. On December 21, 2021 Acorn promised to set up a service to review lift operation, and now, on January 18, 2022, they did so again, also, I was told that Mr. Martines will call me, but so far nobody contacted me. Since the last service on November 30, 2021, we experienced at least 13 unwanted stoppages of the lift. It appears that Acorn only pays attention to the reported issue if it is communicated via UK headquarters. This is how the footrest was replaced and how the main control board was replaced. Maybe, both replacements were redundant, because the original fault still exists in the system, but the service crew is unable to find it and does not want to admit that. Perhaps higher authorities should be involved in order to fix this problem once for all. **Update** We paid a lot of money for this device, not for a toy, but of necessity. We call for service when the lift malfunctions and expect that the fault should be corrected. The technicians try to persuade that the lift is errorless, and the problems are caused by "user's fault". This is ********* designed to hide their lack of skills and blame the customer for unjustified service calls. Only at the first service calls, the technicians checked the error log and determined that the safety switch on the footrest was activated, which might cause the stoppage. As I was sure that this never happened, they decided to replace the footrest. Later on, the same technician admitted that there was nothing wrong with the footrest, but the connecting cable was damaged during assembly, causing false signals. Similarly, while replacing the control board, he noticed that one of the connectors was not plugged in properly and that could have caused false signals and stopped the lift. Nevertheless, he continued with the replacing this board. I have a Master's Degree in Electronic Engineering, studied Physics at King's College of University of London, have a Profession Engineer accreditation in Canada and have over 40 years experience in troubleshooting and problem solving. I understand that identification of an intermittent problem is difficult and almost impossible in a field service scenario. The situation like that often requires a radical solution. Therefore, I requested that the lift's cart is replaced with a new unit that may be more reliable. Instead, they replaced the control board, and the fault is still there. This was a kind of "playing for time" tactics, waiting until the original warranty expires. As you know, I have purchased an extended warranty, but it is only fair to have all original faults cleared under the manufacturer's warranty. My wife, for whose benefit the lift was installed, avoids using it, because she fears that if she gets strangled in the midst of the staircase, she won't be able to climb the stairs or reach the phone to call for help. Now, she rides the lift only if this is absolutely necessary. Business Response /* (4000, 14, 2022/01/24) */ Contact was made Jan 18th 2021 with Mr.********* advising that a appointment will be made, based on current weather conditions and staff reduction we are attempting in every matter to send a technician for review as quickly as possible. The lift is working and not in breakdown. This lift has been repeatedly inspected for potential faults and each time a tech visited no faults found based on diagnostics and review of the lift in the customer presences. Customer claims that the errors occur after Acorns visit and cannot be replicated . Acorn scheduling will be contact to book a date and time. Consumer Response /* (4200, 16, 2022/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Acorn states that I claim that the errors occur after Acorns visit and that they cannot be replicated. Yes, the lift errors occurred after the last technician's visit, and I have a written record of the incidents. They could not yet be replicated by Acorn's technician, because they happened after the technician's last visit. Similar records of the lift errors were previously provided to Acorn and were dismissed by their technician, who, contrary to Acorn's claim, did not bother to check the device's error log in order to correlate it with my records. As per technician's statement, this log registers every lift travel and the reason for stopping, whether caused by a user action or by any error. It appears that the technicians concentrated on discrediting my complaints rather than finding the real fault. As reported before, even when a stoppage did happen in their presence (at least in three instances), they always blamed on us, claiming that this was a "user's error". As for now, since the last technician's visit here, I recorded 15 instances when the lift unexpectedly stopped. I am including this record herein. The statement that these errors could not be replicated is illogical, because they happened after technician's last visit and Acorn did not come here yet to attempt doing so. On December 21, 2021, Acorn promised to arrange a service call, and it took them over 5 weeks to set a date, and then cancelled the appointment and delayed for another week. The next appointment is set for February 2, 2022. We are looking forward to this visit, hoping that this time the complaint will be treated seriously. RECORD OF STOPPAGE AFTER LAST SERVICE 2021-12-03 16:18 lift called up with the remote - stopped at #2 2021-12-04 14:15 lift called up with the remote - stopped mid rail before #2 2021-12-08 16:45 lift called up with the remote - stopped at #1 2021-12-15 16:25 lift called up with the remote - stopped 12 inches after start 2021-12-16 17:33 lift called up with the remote - stopped at #2; 17:52 riding up on the lift - stopped at #1 2021-12-20 22:25 sent down with the remote - stopped at #4 2021-12-24 15:35 lift called up with the remote - stopped at #3; 2021-12-26 15:50 sent down with the remote - stopped at #4 2021-12-30 14:12 lift called up with the remote - stopped at #2; 2022-01-09 14:55 lift called up with the remote - stopped at #1 2022-01-12 12:55 lift called up with the remote - stopped at #2 2022-01-16 14:40 lift called up with the remote - stopped at #4 2022-01-23 13:49 lift called up with the remote - stopped at #1 2022-01-29 13:00 lift called up with the remote - stopped at #1 Business Response /* (4000, 18, 2022/02/02) */ The next appointment is scheduled for Feb 2nd, all findings regarding this matter will be reviewed with the technician once completed. Consumer Response /* (4200, 20, 2022/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Acorn's technician came on February 2; he was not able to reproduce the random fault. I asked for retrieving the device log for the date when the error occurred. The technician had difficulties with connecting the diagnostic tool to the lift log. He had to call his peers for help. He said that he hardly ever used this tool, so he did not have enough practice. This is inconsistent with the Acorn's claim that the diagnostic tool was always used for lift troubleshooting. When he finally accessed the log, he was unable to find any entry older than the current day or any relevant information. This was contrary to the previous statement that every trip is recorded in the log, which can be reviewed for errors. The information retrieved was useless for any diagnostic purpose regarding the faults reported by me. The technician noted my observation that the errors mostly occur when the rail incline changes, therefore this may be related to the levelling motor. Business Response /* (4000, 22, 2022/02/04) */ On Feb 2nd 2022 our technician completed a full review of the stairlift finding no errors with the stairlift when in operation with the customer present. Based on the comments made by Mr. *********, our technician concluded that there is no fault with the lift and that all information reported with regards to the stairlift and its operation to be true based on review. Acorn Stairlifts has done all that is needed and reviewed with countless technicians to address Mr.********* concerns. In order to resolve this matter Acorn Stairlifts will grant the additional 12 months once the current warranty expires as a good will gesture, subject to all terms and conditions of its use. Consumer Response /* (4200, 24, 2022/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I value the effort of the service department in attempt to identify the problem experienced in my lift. I realize that the fault is intermittent, so it is difficult to observe during sporadic and short testing by the technicians. As you may know, a few days after the last technician's visit, the lift unexpectedly stopped 3 times during one trip. I have immediately informed the technician about this incident. I still hope that eventually the issue will be resolved and my wife may continue using the lift without fear that she could be trapped on the staircase. Therefore, I appreciate and accept your "good will gesture" of granting 12 month warranty extension, but before closing this matter, may I ask for clarification: does this mean that my extended warranty will expire on December 22, 2026? What is the implication of the statement: "subject to all terms and conditions of its use"? Are there any additional terms and conditions I should be aware of? Could you please enter the new coverage expiration date into records displayed in AcornClub: MyStairlift. Business Response /* (4000, 26, 2022/02/09) */ The current warranty expires Dec 22nd 2025, an additional one year will be added to the account expiring Dec 22nd 2026. "Subject to all terms and conditions of its use" means that the warranty guidelines given in our pamphlets and on the customers warranty certificate are followed to keep the warranty valid, no other terms and conditions to be addressed. Once approved the warranty extension will be added. Consumer Response /* (2000, 28, 2022/02/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you, Acorn, for clarification. I accept Acorn's offer. This will give me a peace of mind that Acorn will continue their attempt to identify the problem I experience with the lift, without worrying about an extraneous cost of clearing the manufacturing defect. I still believe that the fault will eventually be cleared, and the unexpected stoppage will not happen anymore.

• Initial Complaint

  15/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought the chairlift in June 2021. A problem occurred in the last few weeks, and have phoned them for service or at least to check out what the problem is. We heard from the service person once and he said he would check his schedule and get back to us, it's being almost a week and several phone calls later and no response. They were all gunho to sell me the product but when I need service they don't respond. All I want to have thing checked before it causes a real problem and my handicapped wife gets into trouble with it

  

  Business response

  31/05/2022

  Business Response /* (1000, 8, 2021/11/15) */ This customer has requested service on Nov 10th 2021 and an appointment was booked for Nov 12th 2021, the customer called back in to advise that she made an error in scheduling and we booked the next available date as per the customer for Thursday Nov 18th 2021. Consumer Response /* (3000, 10, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is not exactly true , they never phoned us with the new date we had to phone several times to get the Nov. 18 date Business Response /* (4000, 13, 2021/11/22) */ As per the customers request the appointment was changed to Nov 18th 2021, the lift has been serviced and the job has been closed. Any further matters or service needed please contact the office. Consumer Response /* (450, 14, 2021/11/21) */ I would like to say that they did show up on the 18th. The service person was very nice and checked it out and made the necessary repairs. So far the unit is working as it should

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