ComplaintsforLifeway Mobility

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ********* ***** **** ***** ** *** ************** *** Consumer had a stair lift installed outside his home on 7/12/2024. Consumer is handicapped. He paid almost $14,000. It broke that same evening. Consumer has been trapped in his home ever since and has been told service can't be out for another week. The installation was done poorly and the unit was damaged. He tried to speak to a manager on 7/13 and his call went to voice mail and no call has been retuned. He called the corporate office on 7/15 and was told a GM by the name of Jeff would call back, but he has not called. He was told by the **** ** ********* that the business should have pulled a permit, which they didn't do. He was told it would be $12,000 out the door and he was charged $1800 more. He has pictures of the damage and shoddy workmanship. Customer service has been rude..

  

  Business response

  07/16/2024

  Sorry for the issues and inconvenience. It is stated on the agreement form that the permit is the responsibility of the customer as we do not handle permitting for stairlifts. This was explained during a call made to the customer this morning (7/16). A technician from our local team will be out on Friday to service the lift. The part of the unit was damaged was not anything that our technician did wrong. It was damaged during shipment and the manufacturer is going to provide a replacement for that piece.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Lifeway Mobility was called to perform year maintenance on my mothers mobility chair. The charge was initially $200.0 not $250 to perform the service. The technician was there for about 10 - 15 minutes and rode the chair up and down the stairs and wiped it off with a disinfectant wipe that I provided. I inquired as to what was the service that I am being charged for and and what did he do for $200.0 other than wipe of the chair which we do in general cleaning every week. He gave me a check list of thins he allegedly performed in the 15 minutes that he was there. I watched and he did nothing more than wipe the chair and the rail off with a wipe. Telling me the bill was $250.00 and he could not give me a receipt. I had to get one from the office. I contacted the office (a less than professional person) to ask why I was being charged so much money for a maintenance service that he DID NOT perform and informed them that I was not going to pay $250.00 for a whip off of the equipment that I paid of $3000.00 for less than two years ago the same of which had to be serviced three times after the initial installation. I understand that the bi annual maintenance should be done ever two years but I called about a squeaking problem and the checklist is not an accurate account of what the technician did. He did not explain anything to the person who uses the chair or even asked. When I challenged the discrepancy in the cost of the service the price they told me over the hone and the amount of money the tech wanted in cash without the ability to provide a receipt the customer service representative became a little hostile and told me "WELL WE WON'T PROVIDE SERVICE FOR YOU AGAIN". They did not provide service he did a surface inspection of the chair and rode it up the stairs. $250.00 charge for a service not performed is a scam and literally theft to the senior who expects to have a functional chair. She is 101 years old they did not provide a service or receipt

  

  Business response

  05/08/2024

  We're sorry for the inconvenience and issues you've had with your stairlift. Our local Manager called you directly and has voided the charge of the maintenance check. Please contact us directly at ###-###-#### with any additional questions or concerns.

  Customer response

  05/09/2024

  I did speak with a party who identified themselves as management. They offered to send another technician out for maintenance.  I issued a stop payment on the check and chose to search for another company should I require service of this chair.  As noted in my initial complaint I can wipe the dust off myself with a disinfectant wipe.  They cost about $5.00 a container not $275.000.  I did not trust the response and I do not trust the company especially since I paid cash for the chair less than 2 years ago. A believe about $3000.00.  No further action is required a stop payment was issued so my cost for this fake maintenance was a $30.00 bank fee.

  

  Business response

  05/14/2024

  We've issued a credit for the service call. Our team attempted to reach back out to the customer to send a technician back out at no cost, but we've not heard back. 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased ********** **** in Oct, of 22. Live in raised rancher (stairlift from basement to upstairs) have used maximum 25 times. In Nov. of 23 stairlift failed to operate. Paid technician to come out. Lift worked until Jan. of 24. Stairlift got stuck in the middle of stairway, Called Technician and was told they dont install these anymore due to the amount of problems they have had. He thought he could do an exchange to a ***** at no additional cost. After many attempts by text the issue has not been resolved. No customer support and our Salesman who advised getting the Handilever has since retired. I have tried to resolve this to no avail and would like to have this exchange to a ***** . The company is owned by Rockwood and their motto is always do the right thing so hope this is true. Very very frustrated customer.

  

  Business response

  02/07/2024

  We appreciate you taking the time to share your feedback. We're very sorry for your experience thus far and for the issues that you've experienced with the Handicare stairlift. Our technician was correct that we no longer install Handicare stairlifts. However, we had been installing that type of stairlift  in 2023 and we want to do our best to make things right for you. Our Operations Manager will work with you on resolving the issues that you've outlined. Thank You.

  Customer response

  02/07/2024

  I have tried to communicate with technician to no avail and now he is out on maternity leave. I’ll feel satisfied once operations mgr gets back to me 

   

  

  Business response

  02/22/2024

  We're sorry for the issues you've experienced with the Handicare stairlift. Per our local team member, we will be out to your home soon to assess if the stairlift can be repaired. If not, we will provide options regarding a ***** stairlift.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Summary: Last minute change in internal process leading to stranded elderly! We’ve been very loyal customers of ****/Lifeway Mobility for ~8 years. We are moving houses and I had been in regular contact with sales for a few months (3-to-4) to get estimates & timelines for our new house. We were estimating new chairlifts and then to save really high costs, we’re moving chairlifts from one house to another. So approx. 3 weeks before our move—I reached out to our sales contact and I was emailed that there’s a change in plans. There are some internal processes and another group (service department) will need to handle my case. That group requires a technician to come out which is mandatory and I was informed it will cost me another $250 only to evaluate if my existing equipment that they provided, installed, and maintain can be moved…and the first available appointment is July 10, which is one week AFTER our planned move. After this evaluation, we can set up another time to do the actual move of the chairlifts or we will be told if they’re not compatible and if we need to buy something else. So now we have two elderly 80+-year-olds who will be stuck to either change the move date or will not be mobile without a chairlift, and all the company can say is “sorry, this is out of my hands” and try to make it our fault that we have changed requirements and that we should have reached out sooner…and keep passing the buck to another department. It is a HUGE problem for us, but there is no empathy at all and absolutely no urgency to help us. We are at their mercy. I’ve been trying to contact the service department lead that was copied on the email for a week, and all she wrote back 4 days after initial contact was the same July 10 date, without any courtesy to call back. I’ve left voicemails and emails. If this is how they treat LOYAL customers, imagine what happens to others? I guess they have the entitled right to do this as there are only 2 providers in this mobility space in our area.

  

  Business response

  06/27/2023

  Thanks for taking the time to share your feedback and being a loyal customer. Our service manager has been in contact with you to accommodate your needs the best we can based on the date you reached out to us. You left a voicemail on Friday and she reached back out to you yesterday (the following Monday) to work with you. She has offered to waive the fee for you to evaluate the staircases in your new home to determine the best solution(s). We apologize for the potential inconvenience, but we can only do so much when other installations are already scheduled for other customers. We will do our best to accommodate and Sarah and the local team will continue to work with you.

  Customer response

  06/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while Sarah the Service Dept. Manager it’s correct that I reached out to her on Friday and she responded Monday, I have previously been working with their sales person Bob C***** for 3+ months and then Katie S**** for a week who was introduced as their service department manager earlier…who never called me back.

  Nonetheless, I’m happy to work with Sarah, she always has been and is responsive and straight forward.

   

  But the only thing as a customer that I don’t know how to respond to is…you’re asking if I’m ok in accepting the response from the business—but I don’t really have a choice except to wait until July 20 to get the installation done, so I’m not sure what else I could be doing except to accept the appointment date provided.

  I would like to receive a final all-in price from Sarah and Team, at their earliest convenience.

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

• Initial Complaint

  04/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Started in 2019 *** ************ totally ruined my home electricity and plumbing. 2021 **** was hired to repair and complete job, thus company never had City permits to do job left my home with serious plumbing issues and walked off the job in 2022. The work was to install handicapped wheelchair bathroom and bedroom

  

  Business response

  04/10/2023

  For the work we were hired to complete for this job, everything was permitted, inspected, and passed inspection. We left the home when our team was asked to work on issues/problems from work that we did not complete.

  Customer response

  04/27/2023

  I just had a conversation regarding the above case number. I have attempted to e-mail the Company and mt e-mails have been returned as blocked.

  I have attempted to contact the company leaving messages until my telephone number was blocked.

  This company was hired by ********** ********* ******* ******* ************ **********.  The Insurance Company had me find 4 different contractors starting in 2018. 3 of the companies were taken off the job by *** **** ** *******, and the company above negociated a contract with ********** Attorney at the Time **** ******** located in *******. The company was to repair all work done incorrectly by the other 3 companies and install a wheelchair handicapped bathroom. ********** refused to give me or my Attorney at The Time any documentation on the contract. No supervisor was on site and the job was left with electrical problems that did not get repaired . In 2022 ********** hired a electrican who had to rewire my entire home from work done incorrectly. The only reason inspection was passed by City is due to company stating they were only installing bathroom. When inspector got here he only checked the water in the sink in the bathroom installed and 1 outlet in the bathroom. They were never taken to basement area to inspect plumbing. This room had no plumbing nor electrictity or heat. I am now still receiving greasy water from bathroom and washing Machine, not enough vents to keep room warm, and low water pressure. The water had to turned off to install a hot water tank. This was done without my knowledge the worker never told me he was cutting off the water. The workers were ordered by **** to rod the main pipe but they never did. All solar electrical lighting I purchased due to no exterior lights ********** Insyrance Company refuses to reimburse me for over 4 years woth no lighting. Im a disabled Senior and have been fighting with Travelers for over 5 years due to my Attorney retiring. ********** refuses to speak with me over the telephone to resolve this issue. 

  Looking forward to what legal rights I have since **** admitted they left the job before all work was completed.  A copy is also going to **********.  I have emails where I informed ********** Insurance of all these issues before the 1 year warranty ended. But if electricty was just completed doesnt that mean the job is still open? The Company when I was speaking to them they they could not do anything unless it was approved by The Case,Manager ***** *********, not The Attorney who negociated and signed off on the 4 contractors.

   

  ***** ***** **** * ******* **** ******** ******** ***** ************

  

  Business response

  05/01/2023

  Hello,

  Again, all of the work that were originally hired to complete for the job was all permitted, inspected, and passed inspection. The issues that she reiterates are not from the work that we did at the site. I'd appreciate the BBB's assistance with closing this out at this point.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We had a stairlift installed for my in laws. We are renting it, but they said we could purchase it at a later time no problem. My husband first starting calling them in July with no response. I spoke with someone there in August and explained we wanted to purchase it. The woman I spoke with promised to send an invoice in the mail, but it was never received. Then I started calling and leaving messages, with no response. The stairlift broke and we had a terrible time getting ahold of them to come out and fix it. When they finally did respond we had to wait 4 days until they could come out and fix it. My in laws need it to go upstairs to their bedroom and bathroom. I spoke with repairman when he arrived to repair it, and he promised to have someone get in touch with me, again no response. We had it installed this summer, we pay $132.50 a month, I first called on 8/13 (Carmen) the e-mail was sent on 9/22, the repairs were done on 9/29, and our invoice # is ****.

  

  Business response

  10/18/2022

  ****, thanks for taking the time to share your feedback. We're very sorry for the inconveniences and lack of communication. This falls below Lifeway's standards for customer service as we strive to provide everyone with a 5* experience. We acknowledge that we fell short here, but we're now in communication with a family member to provide details on the buyout option for the stairlift. We also tried reaching you directly, but ended up leaving a voicemail. Please don't hesitate to reach back out if you have any further questions or concerns at this time.

  Customer response

  10/25/2022

  To whom it may concern:
  
  
  The business has reached to us and provided us with the information we needed to make our decision. We need to discuss the purchase with our other family members at this time. We do request a valid phone number for the business, so we are able to follow up with them to move forward with the purchase in the near future. 
  
  
  Thanks for your assistance in advance.
  
  
  Sincerely,
  **** *********** 
  ************
  

  Customer response

  10/26/2022

  ***** **** ******************************* ***** ******** ******* *** **** **** ** *** ********** *********************** ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********  

  To whom it may concern:

   

  The business has reached to us and provided us with the information we needed to make our decision. We need to discuss the purchase with our other family members at this time. We do request a valid phone number for the business, so we are able to follow up with them to move forward with the purchase in the near future.

   

  Thanks for your assistance in advance.

   

  Sincerely,

  **** *********** 

  ************

  Sent from my iPhone

  

  Business response

  10/26/2022

  Our main local phone number for that location is ***** ********. You can also reach out to Amanda directly (she was the local customer care representative assisting with your family's request to purchase the lift) by dialing that same number and entering her extension - ****.

   

  Thank You!

  Customer response

  10/26/2022

  
  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. 
  

  Okay, thanks so much!

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

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have a ********* curved stairlift installed by ******* in 2016. Lifeway purchased ******* and continues as *********'s authorized service. Since April the remotes have not worked on the stairlift and despite several calls and work on three visits to site they have not been able to fix the problem yet have charged us $300 and wanted to charge us $500 more which we refused. They are now blaming ********* for poor communication and sending wrong parts and each time parts are sent they are still wrong leading to more delays and no communication to us. My wife and I both need to use this stairlift and call it with the remotes daily and so one of us must walk up or down stairs. We are each 79 years old and she had a stroke. I have complained many times to bot Lifeway and ********* on phone and now in writing with no result. All we want is a working stairlift that does what it is supposed to do. How about replacing what we have with the same model? We probably won't live another 7 years.

  

  Business response

  10/12/2022

  We’ve been working closely with the manufacturer regarding this customer’s stair lift. We received a new mother board, receiver and remotes from the manufacturer and are scheduled going to install the new components tomorrow, 10/13/2022. The manufacturer believes this should resolve the issues that the customer had been experiencing with the lift. Our team has have talked to the customer about this and he is aware of what the plan is for tomorrow. I’ll provide further correspondence after the upcoming appointment

  

  Business response

  10/17/2022

  ** *****

  Our technician performed the repair for this customer on Thursday, October 13^th. The stairlift is operating again as it should.

  Customer response

  10/17/2022

  
  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.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  01/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My elderly husband suffered a severe stroke in March and in early April the ******** ******** physical therapist said that the home would need an outdoor ramp for wheelchair use. Lifeway Mobility was the only call-back. We used the ramp throughout the spring and summer. Then, as the cold weather approached, we called the ADA van company in the area --- the Hartford Transit District --- to arrange direct pickup from the front door of our home where the ramp is. They asked for photos and sent two "safety" representatives to our home for inspection. The safety team reported that the ramp was not safe, was dangerous in bad weather (ice and snow), and that it needed replacement. They would NOT be picking my husband up at the front door!! Mr. Matt R******** the salesman, said he could go down to the town hall and get a building permit as it was to code; (This was the FIRST mention of a building permit!); he adamantly stonewalled and absolutely refused any change to the current unit without further funding. Since I had not taken out a permit for the job previously but always had in the past for home improvements, I immediately contacted the the Town of Manchester Building Inspection Department who came to inspect and reported it NOT TO CODE. I am very fearful of using the ramp in bad weather.

  Customer response

  02/11/2022

  NEXT THURSDAY OR FRIDAY AFTERNOON (2/17 OR 2/18) WOULD BE FINE FOR AN APPOINTMENT.  ANY TIME AFTER 1:00 PM WOULD BE GOOD.  THANK YOU.

  
  

  

  Business response

  02/11/2022

  We are so sorry to learn that the ******** were experiencing issues with their ramp installation.  We would like to send our Regional Operations Manager and an experienced Ramp Technician out to visit the property to evaluate the work and discuss possible reconfiguration of the ramp to meet their needs. Please call our Regional Operations Manager directly at: ************ *** *****

  Customer response

  02/11/2022

  
  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.

  NEXT THURSDAY OR FRIDAY AFTERNOON (2/17 OR 2/18) WOULD BE FINE FOR AN APPOINTMENT.  ANY TIME AFTER 1:00 PM WOULD BE GOOD.  THANK YOU.

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

  Customer response

  02/17/2022

  Last I called the District Manager in response to his message and left a message to come by on Thursday or Friday afternoon of this week and I have not heard back yet.  What is the next step?

   

  ******** *******

*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. ↩