ComplaintsforAcorn Stairlifts, Inc.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an Acorn Stairlift December 28, 2023.We paid a $300.00 down payment to our salesman and the final $3198.00 to the Field Technician. My Customer/Inquiry # ******** My Order/Job # ******** After the tech left, we looked through the brochures and found a card stating, Recommend a Friend and you both get $200.00. Well we called the office and gave them the name of our friends, **** and *****************************. They bought one for her mother. and they did receive their check in just a few weeks, we received nothing. We called again, explaining that we paid the amount due in full after installation and there was nothing mentioned at that time of a $200.00 discount. After 5 months and over 5 phone calls at least we haven't heard one word back from them! With the annual revenue of over $75 million and top employees earning over $250K, Is it really too much to ask what we feel we are owed, $200.00?

  Business response

  05/22/2024

  Acorn regrets the delays in processing the customers referral fee. The customer has been notified that a check was mailed out to them via **** The tracking number has been provided.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Jan 16, 2024, **** ************** (************************) paid Acorn $500 deposit for installation of motorized chair for the office. They have refused to communicate with us on when the work will be done. We would like a refund immediately and no longer wish to do business with this firm. I have reached out to *********************************** and ******************* for updates and no reply.

  Business response

  05/08/2024

  Acorn deeply regrets our failure to communicate with the customer regarding proceeding with the installation of their stairlift. The county that the customer lives in required a license that ******************** was not required to have on other local installations. During our time of research and submissions in obtaining those licenses, the customer reached out to us for various updates but did not receive a response. Acorn sincerely apolgizes for not communicating with the customer through each step. A full refund was processed back to the customers credit card. 

  Customer response

  05/13/2024

   
  Complaint: 21655895
  
  I am rejecting this response because:

  the credit Acorn said they had processed has not been received as of this date.  I reached out to them on May 9 to find out the status but they did not respond to my inquiry. 
  
  Sincerely,
  
  *************************

  Business response

  05/16/2024

  A refund was processed on May 8, 2024 and a credit was disbursed back to the credit card on the customer's account. After the customer notified us of not receiving the credit, we searched our records to determine the issue. We were informed by the customer that there is an issue with their account on their end. We have reached out to the customer for updates regarding the matter, however, she has not returned our calls nor responded to our emails. An email was also provided to the customer detailing the refund transactions. 

  Customer response

  05/22/2024

  I just saw the refund deposit requested was posted.  This is what we required to close the case.  The last response from Acorn was that I did not respond to calls nor emails.  I did not receive any calls from and I responded promptly to all emails received.  Very disappointed in this firm and their integrity.  

  Customer response

  05/22/2024

   
  Complaint: 21655895
  
  The requested refund posted to our account today so this issue can now be closed.  There was a delay as the refund was posted to a card that was cancelled.  If Acorn had communicated with us, this also could have been avoided.  I did not receive phone calls they indicated were placed and I did respond to all emails promptly.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2017 we had a stairlift installed by Acorn. Every year we have paid a $250.00 plus tax for an ********************* (Our renewal notice is ******.) Every year I have to remember to call Acorn to remind them to call me to schedule the service. I can never schedule it when I make the initial call because I am told they can't schedule it until "a technician is in the area." I think that is a poor way to run a business! Our last "service" was on January 9, 2023. I have called at least 10 to 12 times to schedule another "service" to no avail. Acorn is now over 3 months late doing our stairlift service. I paid for NEXT years service on 3/15/24, but still haven't received last years service (Jan 2023-Jan 2024). Please help!! My land line is: ************. ***************************

  Business response

  04/22/2024

  We regret not returning the customers call in a timely manner. Our records indicate that the customer requested an annual inspection on March 4, 2024. The annual inspection was completed on April 18, 2024. The terms and conditions of our ************** Contracts states that the customer must call to request and schedule the annual inspection. We look forward to receiving the customers call to schedule their next appointment. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  fulfill annual maintenance agreement

  Business response

  04/23/2024

  Acorn reached out to the customer and confirmed an appointment for an annual inspection on May 2, 2024. 

  Customer response

  04/23/2024

   
  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

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased and had installed a stairlift 4-5-2019. Also signed up for and purchased the annual maintenance program and I have paid for this service every year, even when I didn't get it because of covid. One year we did not receive the "required" maintenance service because of covid but in 2022 I had repeatedly called for the service and finally placed a complain with BBB and received the service immediately after you contacted Acorn. I have since been trying my best to get the annual inspection maintenance that should have been done in 2023. I have talked with several differnt people and told someone would call me to set up an appointment for the service but never have received a call. I have tried calling different numbers in different departments because most often the service department recording says the voicemail is full and can't take anymore calls. I have been treated as a pest and spoken to like they were angry I bothered them. When I told the one man I had to file a complaint before with the BBB he said "oh don't do that, I'll have someone call". Nothing happened. The last person I talked to also acted angry and said she would have someone call me back for an appointment, that was 3-26-2024. Now here we are in 2024 waiting for service I paid for to be done in 2023 and I'm sure I will be receiving a bill for the maintanence plan for 2024 and I am afraid not to pay that for fear that will negate my contract. I am hoping you can contact them again and get my annual service done as I am awaiting a hip replacement and my husband has ***********, WE NEED THIS STAIRLIFT. I do feel that an adjustment to the 2023 service I paid for but did not receive, $270.25, should be made before I have to pay again for 2024.

  Business response

  04/23/2024

  Acorn regrets the challenges the customer received while attempting to schedule a service visit. An annual inspection was completed on April 18, 2024. The parts that were replaced at the time of the visit exceeded the cost of the purchased plan. We provided those parts as a complimentary and to show our appreciation. 

  Customer response

  04/23/2024

   
  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

  04/10/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Bought stairlift two years ago and has constantly stopped working over eight times. Leaves me to crawl up the stairs! Paid for insurance and have to keeping paying for battery over and above the insurance plus pay $800 for insurance each year.

  Business response

  04/22/2024

  Acorn regrets the issues that the customer has experienced since the installation of their stairlift. ************** was on site on April 11,  2024 to service the stairlift and found corrosion due to a previous  liquid incident. The liquid caused a sticky substance to develop and effected a positive connection for charging for each use. We were able to clean and repair the unit. Also, we scheduled a follow up visit to place a new part on the lift for extra measure. That part was replaced on April 17, 2024. The customer has purchased a service contract for the past two years that covers batteries for free. The stairlift is now running to specifications. 

  Customer response

  04/22/2024

   
  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

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a chair lift installed in my home for my wife. The chair lift doesn&#**;t finish on the floor. It finishes closer to the last step. If it stopped in the middle of the platform, it would be much more accessible. She cannot get out of the chair without my help to get into her wheelchair. It is a 4X4 foot platform. The rail needs to be a little longer to get it to that point. The door is to the left. It makes it very complicated when it could be easier. They came out to look at it. They agreed with me about this. The measurement was not correct from the beginning. They said whoever measured it in the beginning, they measured it wrong. The materials they come out with for installation are already cut. I want them to repair this.

  Business response

  04/10/2024

  The customers stairlift was installed January 25, 2024. On the day of installation, a demonstration was performed and the customer opted to use the stairlift himself. Suitability was fine as the customer made 2 trips up and down the staircase without concerns. Since the installation, the customer finds a navigation issue with the position of the stairlift and his wife's wheelchair once the stairlift reaches the bottom of the staircase. The only way to accomodate  the customers request for accessibility is to remove the straight stairlift and replace it with a curved unit, so that he has more space to walk around once the lift is at the bottom. We have discussed this option with the customer. The current lift is running to specifications. 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had an acorn stair lift put in almost 2 years ago. I am very happy with the product, but I am unhappy with the company. I have been receiving phone calls for nearly a year, sometimes five a day, asking if I want to service contract. I have not answered the phone as I screen out such calls. I am on the no call list and though I know Ive done business with this company I want them to stop calling me. today they sent a person out to Service stair lift. I never made an appointment and I am outraged that they would send someone to my home without my asking them to if I receive a bill I will let you know I will fight it with every ounce of energy I have in my body. Please put a warning out to those people who do business with this company that they will be harassed after purchasing the product. I want the company to stop calling me and stop sending people out to me and to leave me alone. On the last phone call to me from the company I told them as much. Thank you.

  Business response

  04/04/2024

  Acorn apologizes for the number of unwelcomed calls the customer has received. An attempt was made to make an appointment with the customer on 3/26/2024. We left a voicemail notifiying the customer that a technician would be in the area the following morning and that we would be able to service her stairlift. Although we did not receive a call back, we did a courtesy door knock to attempt to provide service. We have placed this account on do not call status. When the customer wishes to receive inspections or service, she may contact our customer service department. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased stairlifts from Acorn for my parents several years ago. My mom's name is *******************, her address is *********************************************************, her phone number is ************. We pay yearly maintenance fees that are close to $1000 for each stairlift. We were told that this fee is necessary in order to ensure that the stairlifts function properly. The fee covers an annual check up/maintenance. And if there are any problems, they are supposed to send a technician right away to fix it. They were just there a couple of months ago for the annual check up. However, last week, one of the stairlifts broke. My father has severe dementia and can barely walk. He is now stuck on a different floor than his handicap bathroom and the kitchen. My mother is still recovering from a knee replacement and has had to go up and down the stairs carrying my father's stool and urine, food, soiled laundry. She now feels like she hurt her knee. My father has not showered in days. My brother called Acorn multiple times before they even picked up the phone. Then he had to wait another day for them to call back with an appointment time. We were we would have to wait another two days before they could come, today. This morning, they canceled saying they need to wait for "the part" to arrive. I'm not sure how they know what "part" is needed when they haven't examined the machine. And they should have all parts readily available anyway. I want the technicians to come fix the machine immediately, and I want a refund of our service fees because they have not given us what they promised. Even all the yearly check up appointments were a hassle to schedule. The technicians consistently arrive late, change the appointment time. Reaching someone on the phone is an all day project.

  Business response

  03/27/2024

  Acorn apologizes for the inconsistencies that caused the cancellation of service. The code that was reported at the time of the breakdown is part specific. The part was ordered, however it did not arrive in time to the scheduled technician. Because we could not determine the exact time of delivery, we rescheduled the customers appointment to the next day with a technician from another area that had the part available. We regret the inconveniences. As a gesture of good will, a gratis extension of 180 days has been added to both 3* contracts with a new expiry date of 10/9/2024.

  Customer response

  03/29/2024

   
  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

  03/14/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Acorn is not fulfilling its annual maintenance under its maintenance contract. We have been calling for 4 months for maintenance that should have been performed in 12/23 under a paid maintenance contract.

  Business response

  03/20/2024

  Acorn apologizes for the incoveniences the customer experienced while attempting to schedule an annual service. A technician was dispatched to the customers residence on March 18, 2024 and completed the service. The stairlift is running to specifications.

  Customer response

  03/25/2024

   
  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.

  Acorn did indeed respond promptly to my complaint filed with BBB. Their technician arrived promptly after BBB's complaint notification noted elsewhere herein, and I found the work performed to be completely satisfactory.

  Acorn has a very good reliable product but needs to seriously improve their Service Contract Response.

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

*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. ↩