Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Acorn Stair lift on 12/17/2024. I was informed that if I had my doctor fax the company asap That I would have the $300 sales tax refunded. I contacted my doctors office on 12/17 and she supplied the info they requested and faxed back on the same day. This $300 has never been refunded. Secondly , on the day I purchased the stair lift I also paid $850 to have an automatic swivel installed on the lift. An installer came on 12/18 and despite my paying for the auto swivel I was told that it couldnt be installed on the lift because there was insufficient clearance so the $850 would be credited back to my credit card. As of April 10, I have received no refund and numerous attempts to call **************** have gone unanswered. Since Acorns customer service line is completely automated there are only 2 extensions to choose from when calling. One is for installation and the other for billing issues and everything else. In fact when the appropriate extension is answered all you hear is another automated voice who informs you that the person at that extension (whoever that may be since no person is ever identified) is not available but will return your call . Since it has been over 2 weeks that Ive been calling I even doubt that a live person is even at that extension. I have looked for alternate phone numbers to call but it doesnt appear that there are any. I have no problems whatsoever with the lift but if my experience is any indicator of their customer service I dont know how they remain in business. Perhaps my biggest mistake was paying off the chair within 4 months because I dont even have a bargaining chip any longer. At this point I am trying to obtain a refund of $1150 which I believe Im entitled to. I would sincerely appreciate any assistance that you can offer in this matter

  Business Response

  Date: 04/24/2025

  Thank your for bringing your concerns to our attention.  A full account review has been completed.  At time of stairlift installation; after it was noted that the power swivel wasn't being installed - the order price was adjusted to offset the $850 cost of the power swivel.  We will contact you directly by phone to go over the costs and refund amount so as to not put your financials in a public arena.   

• Initial Complaint

  Date:04/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother passed away, so I asked Acorn to take back the Stairlift which is no longer needed. They refused to take it back and only offered to charge over $300 to take it apart and leave the materials in my house. In February 2017 it cost $3095 to install. We paid every year for maintenance and to keep up the warranty, which cost $295 in May 2024. I cannot believe that it is now worthless and cannot be used by someone else, and would just leave me to dispose of it. This seems to me to be a poor business practice. I would recommend that others check out Acorn's competitors before buying from Acorn.

  Business Response

  Date: 04/09/2025

  We offer our condolences for the loss of your mother.  Because our product is a regulated item and we are also the manufacturer; we only deal with new stairlifts.  We do not offer/accept returns for resale or for donation; this is indicated in our Terms & Conditions on the back of the original sales order form.  We've had many clients successfully donate or resale their stairlift second hand.  Acorn will gladly assist with removal and reinstallation labor to ensure the stairlift is installed to safe specification.  Please reach out ************************************** if you would like additional information.  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23160838
  
  I still contend that this is a poor way to do business, leaving the customer stuck with unneeded, bulky equipment. It is not helpful to offer to charge me $300 to disassemble the equipment and still leave it sitting in my house. The local *************** said they do not have anyone who needs it, and the local ** does not respond to my request to take a donation. I have no idea how your "many clients successfully donate or resale their stairlift second hand". Then the Acorn call center operator cannot give me any referrals to someone who needs a discount or free stairlift. My only recourse is to pay someone to haul it away as junk.
  CAUTION: BUYER BEWARE
  
  Sincerely,
  **** ********

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put a deposit for a stairlift for my home to help care for my Mom back in January 2025. My Mom became very ill and is eventually in need of Hospice. So, I had to place my Mom into a facility and requested a refund from Acorn Stairlift. I have had to call them three times since January for a refund. This is ridiculous! After speaking with several people, they promised a refund. Here it is March 2025 and still no refund.

  Business Response

  Date: 04/04/2025

  Acorn regrets the processing time for the $300 deposit refund.  The credit refund due was processed back to the original payment card on Tuesday, April 1st.  Please don't hesitate to reach out should you require further assistance.

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The left arm of my stairlift, which Acorn Stairlifts installed, broke this morning. Screws and plastic pieces fell off and the entire arm cover came off. This makes it impossible for me to get up from the chair since theres nothing to grasp on to with my left hand. I called to schedule a date/time for Acorn to come out and was told the first available date was July 8. Today is March 27! I stressed this cant wait over 3 months to be fixed. The *** again said that was the first opening. I asked what would happen if the stairlift had stopped workingwould I have to wait 3 months? His response was you have a nice day and he hung up! I live alone. I called my son who came over and managed to put the arm cover on so that he could tape it. But he said its just a temporary fix and certainly will not hold until July.

  Business Response

  Date: 04/09/2025

  We have reviewed the issue reported and understand where the mishap occurred.  The client's service request was entered as an annual maintenance inspection so it did not receive the correct priority level by our scheduling team with a sooner response/service time. The work request has been updated to a service call and rescheduled for a sooner appointment.  The visit was completed on 3/31/2025; Ms. ******* stairlift is now working as intended.  Acorn apologizes for the inconveniences incurred and have coached the agent for proper handling moving forward.

• Initial Complaint

  Date:02/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two stair lift units were installed and purchased on 1-11-25 at the home residence...total amount paid *********.....customer informed about state sales tax refund of ****** would be mailed as check to owner if doctor's office faxed a prescription form for stair lifts within 15 business days to Acorn office ....our understanding from doctor's office is that the form was promptly faxed as required ....no check has been received at customer home address to date ....customer has left multiple voicemails on ******************** customer service line with no response......

  Business Response

  Date: 02/21/2025

  There was an administrative oversight causing the delay in processing the sales tax refund.  We have processed the $654.08 refund check and sent it via *** Next Day Air to the client.  We apologize for the inconvenience that the processing delay caused.  

• Initial Complaint

  Date:02/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ACORN Stairlift on September 12, 2024 and according to their referral program I was to receive a $200.00 discount. I sent them a letter on December 2, 2024 and the party that made the referral contacted them several times but I never received the $200.00 discount.

  Business Response

  Date: 02/14/2025

  Matter resolved, complaint sent to the US office.

  Business Response

  Date: 03/03/2025

  Acorn regrets the delay in processing the discount due to an administrative oversight.  A check in the amount of $200 is being sent to the client today 3/3/2025 to resolve this matter.  We welcome the client to reach out if there are any further concerns via email at ****************************************************************.  

• Initial Complaint

  Date:02/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have the Acorn stairlift and it stranded me. This poses a great safety risk when you have the chair solely because you can't walk and the chair just dies and leaves you stranded on the stairs and ou have to call 911 for assistance because you can't walk and get off the lift. This is a huge egregious error on the part of the company as you cannot make equipment that endangers the life of they very people you sell this c*** to. There should be a safety feature built in that forces the lift to return to the docking/charging station if there is ANY MECHANICAL/TECHNICAL ISSUES AT ALL. This company and their rude uncaring employees is a disgrace. They should be heavily fined for selling equipment that ENDANGERS the lives of those who pay thousands of dollars for a service they desperately need. The people who use this are handicap and should not be treated with such disregard. If they are going to make a worthless piece of equipment that could endanger your life when stranded with no help because of their equipment failure then should be forced to put that in writing so you know up front it could endanger your life. People that have no one around to help are just left out to dry when things like thia happen. You could ****************** and serious injury yourself or die when things such as this occur. The company doesn't seem to care as long as they get their money they don't care if you get injured or dies because of their equipment. They don't have a conscious.

  Business Response

  Date: 02/27/2025

  Acorn received the request for breakdown assistance on Saturday, February 15th.  The client was scheduled for the soonest appointment date available on Tuesday, February 18th.    At every service visit or annual inspection the technicians complete a thorough check of the entire lift to ensure every component is working as intended.  A service was completed on August 26, 2024 and the battery voltage and charge rate tested within proper specification so there was not a need to replace the batteries at that time.  Much like vehicles (and numerous other items) there is an average life span for batteries however many variables come into play as such, batteries are not replaced unless determined needed during testing.   Acorn understands the clients frustration incurred when the lift stopped mid-travel and will forward the feedback requesting a design/function change to research and development at our parent company in the *** 
  
  

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purschashed a Acorn Swivel 180 Stairlift System. It cost me $10,300.00. The 2 issues I have with this company is the following. 1.) They provide you with a 1 year grantee. After that they provided you with a free home inspection to make sure everything is working fine. Well, I setup for them to come by, but unfortunately I was at the hospital the 2 times they where supposed to have come by. But they always call you a day before to confirm the appointment. So either that said, once I was released from the Hospital. I called Acorn and ask them to come. I explained that I was in the hospital. Acorn said that being they try to come over 2 times and I wasnt available they could not offer the free in home visit. That if I want they to come out. They would have to charge a $300.00 service fee plus $95.00 per hour labor cost, plus what ever needs to be repaired. I explain, since I had the lift, Ive have only used it twice. Due to the rest of the time I was in and out of the hospital. I told I would provide them with the medical paperwork. Acorn, said we are sorry but there is nothing else they can do for me. 2.) I come to find out, that after paying all this money for the equipment. They gave me battery that are 4 years old. On top of that they give you the thin battery pack instead if of the double battery pack. The reason they do that, is because they know that after about 1 year of use. The battery goes dead. And thous you have to setup a service which costs you $800 plus the cost of the battery which can run you between $500 to $1000. Because they are suppose to provide you with the double pack rechargeable battery pack instead of the thin battery pack on which the battery they provide you are anywhere from 3 to 4 years old. Thats another way they scam seniors out of money. At this point all I want is for Acorn to come out and get the stairlift to start working. Being, I had the battery replaced for the correct ones and installed.

  Business Response

  Date: 01/28/2025

  Acorn has made multiple attempts to reach the client by phone previously upon receiving the complaint report in effort to work through and resolve the client's concerns.  We were able to speak to the client today and have arranged for a service appointment on February 6, 2025.  We are covering the labor fee since the annual inspection was never completed in 2023.  

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To receive service on the chairlift I purchased I am required to pay ****** maintenance fee yearly, which I did pay. The company harasses you until you pay with multiple phone calls and emails. Well I called in December they said scheduling would call me back. I told them at that time the chair was making odd noises and I am only available on Mondays and Thursdays. When I called them back in January, I was given the date of April 2nd. Explained again I was only available on Mondays and Thursdays and was given April 10th. That is four months out for a service call. That is totally unacceptable. If they cannot service their products any faster then four months then they should stop selling. I don't know if you can help me get a earlier service date but I would appreciate any help or advice you can give me. (I paid ******** for the chair and ****** annually for service)

  Business Response

  Date: 01/08/2025

  We have reviewed the issue reported and understand where the mishap occurred.  The client's service request was entered as an annual maintenance inspection so it did not receive the correct priority level by our scheduling team with a sooner response/service time. The work request has been updated to a service call and rescheduled for January 20, 2025.  Acorn apologizes for the inconveniences incurred and have coached the agent for proper handling moving forward.  

• Initial Complaint

  Date:11/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is on behalf of my 94 year old father who has difficulty climbing stairs. He has an Acorn Stair Lift in his home that stopped working. I called and was told it would cost $295 for a Service Call and $80 for the battery. The total charge including tax was $405 paid on Nov. 4, 2024. The Service person came, supposedly checked everything and replaced the battery. Nov. 13, 2024, less than 2 weeks later, it stopped working again. I called and was told it was the motherboard. This time the charge would be $295 for another service call and $500 for the motherboard. I questioned why the motherboard was not checked or I was not told it needed replacing on the 1st visit and why I was being charged an additional $295 in less than 2 weeks time. I was also told if any other problems occur, there would be another $295 charge to come out, plus the cost to fix whatever else they might find. They then proceeded to sell me a 1 year maintenance plan for $750.60, including tax, because it would be cheaper than the $800 plus tax cost if they just came out to fix it the second time. I paid a total of $1155.60. I had no choice but to pay because my father needs the stair lift. I SHOULD NOT HAVE TO PAY FOR TWO $295.00 SERVICE CALL CHARGES BECAUSE THE SERVICE TECHNICIAN FAILED TO DIAGNOSE BOTH PROBLEMS ON HIS INITIAL VISIT. It is a shame the only way Acorn can make money after your initial purchase the item is by charging outrageous prices for repair to vulnerable consumers. BUYER BEWARE!

  Business Response

  Date: 11/27/2024

  Acorn regrets that the 3 ************ Agreement was not offered at time of the initial phone call on October 11, 2024.  This did lead to an extra service/labor charge for one of the service visits completed.  The *** (motherboard) was checked at time of service on 11/4/2024.  Unfortunately, with a stairlift that is 8 years old (much like other products such as appliances or vehicles for example); parts may test fine one day and have an issue present itself another day.  We have reached out to the client and are refunding the extra service/labor fee that was collected.