ComplaintsforSilver Cross
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
16/05/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid $14,000 for a stairlift because I am disabled due to ALS. I can't walk up the stairs. The lift is very jerky and the company refuses to fix it. My husband visited the showroom and the one they have on display is not jerky at all. They did a bad job on the places where they joined the rails. They refuse to fix it after we spent all that money.Business response
24/05/2023
We understand that our client is not completely satisfied with the ride of their ********* 2000 stairlift, however the ride quality has been reviewed by Silver Cross and ********* and is not outside of the norm for these lifts.
These are large pieces of equipment that are custom manufactured in sections to match the homeowners staircase. These lifts operate on a metal rack and pinion drive system with 12 heavy duty plastic rollers controlling the motors orientation on the rail. To support the weight of the user, reduce lateral movement of the motor unit, and to propel the lift up/down the stairs, these rollers are in very tight contact with the metal rail system. Due to the rollers being snug against the rail system, any change or transition in the rail will result in a bump, which is what the client is experiencing. There will always be a noticeable bump when the motor unit transitions from one section to another. Just like driving a car, when you transition from new asphalt to an older section there will be a bump, regardless of how seamless the transition may appear visually. The magnitude of this bump can be perceived differently to everyone, but we have done everything we can to minimize this for our client.
These stairlifts are manufactured and tested prior to leaving the factory. During installation, they are set up to exact manufacturer specifications, down to the millimetre, resulting in the best possible appearance and ride quality. Despite this, following our customer's complaint, we have visited this job on multiple occasions to work with the manufacturer’s technical support to minimize these bumps. We adjusted rail heights, re-joined rail sections, and filed off any potentially excessive weld. This action resulted in improved ride quality, but not to the satisfaction of our client. Silver Cross management and ********* Technical Support have reviewed pictures and videos of the ride quality and confirmed it met and exceeded acceptable limits.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.