ComplaintsforAcorn Stairlifts, Inc.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My 87 year old mother is currently living with me, she had her acorn stair lift installed at my home, it started to malfunction and was unable to go up the steps where she resides. we called Acorn and it took them 3 weeks to come out to fix the chair, My mother who is on a fixed income had to pay $350.00 for the repair as she could not afford to keep up the service contract. One week after the fix, the chair malfunctioned again with the same problem, we called them and it took them 2 1/2 weeks to get out to fix the same problem , AGAIN . They proceeded to charge her another $250.00 for the the repair. A repair the was just paid for less then one month ago. This is just taking advantage of the the elderly, who has no choice but to pay the extorsion monies to fix a piece of vital equipment they need to live. other people should be aware of this company and how they treat their customers, let alone the elderly. Its a shame

  Business response

  02/11/2022

  Business Response /* (1000, 5, 2022/01/17) */ Acorn could find no issues with the lift on the second visit and no error codes were presented. However, as a gesture of goodwill, Acorn will refund the service fee for the visit.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My mother purchased an Acorn stairlift in October 2018 I believe she paid $3500 for it. Some months ago she was using it when the upper safety cover to the motor caught on an uneven lower hinged rail pulling the upper safety cover off rendering the chairlift useless. I called Acorn who sent a technician out and he said the fee would be (I believe) $250 for the service call. My mother refused to pay. The tech called the company and they said it was broke because of wear and tear. The tech told me he felt the stairlift was not installed correctly as the lower hinged rail did not touch the floor as it should have. The tech took pictures and left. I called and spoke to a supervisor (Kadeem) who looked at the pictures and said he spoke to his supervisor and they would repair the lower hinge for free and drop the service call fee as well. Another tech came and made temporary fix and said the entire rail needed to be replaced. The replacement was scheduled for October 13, 2021. As a gesture of good will my sisters and I paid for a one year warranty. October 13th came and went. I called Acorn and was told their computers all crashed or something like that and they would call us within two weeks to reschedule the appointment. Needless to say it is now December 28th and I have never heard back from them. Yesterday I called and left a message. They have not called back.

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2022/01/17) */ Acorn experienced a complete computer/phone failure in October and regrets that these technical issues caused a schecduling delay for the customer. Service was completed January 7 and the hinge rail was replaced Consumer Response /* (2000, 7, 2022/01/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am grateful that Acorn stairlift responded to my issue and did repair the faulty part. I do wish Acorn would have been more responsive before I resorted to contacting the BBB.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2018 I purchased an Acorn Stairlift Love the purchase. Had one maintenance service successfully. had a second prepaid @ $265.00, Paid on AMEX, Service was to occur on October 13, 2021. Did not reschedule in spite of prepaid, I am Customer number XXXXXX. All attempts to complete date for service maintenance failed in spite of contacting Better Business Bureau and experienced no response. Today I tried again and now have a maintenance date, January 27, 2022 between 12pm and 5pm. Am submitting report to you because I do not trust Acorn that this service event will occur. If it does, I will notify you ASAP. Thank you. Ruth *****

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/12/21) */ Acorn is still recovering from staffing shortages related to the pandemic and as a result has, for the most part, been scheduling only essential breakdown/installation services. A note has been added to the schedule not to move the customer's appointment scheduled for January 27,2022. Consumer Response /* (2000, 7, 2021/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) have Jan. 27 date scheduled. If it occurs, I am satisfied. I have y

• Initial Complaint

  12/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought this stairlift and chair for $10,143 in 2016 for my wife, who is handicapped and can barely go up the stairs to our bedroom. Soon after the first year, the chair stopped working, and every several months requires repairs. We have spent thousands of dollars on repairs. Many of the repairs keep repeating themselves, like batteries every six months and wiring repairs. Sometimes the chair would stop working for weeks at a time and then start working again, even without any repair. It got to a point where we just got tired of calling for repairs. This is causing my wife great distress and putting her in danger, as sometimes she has no choice but to go up and down the stairs. She already fell once. Just in October 2021 we spent $500 on repairs by this vendor, and again as I am writing this complaint the chair is not working.

  Business response

  01/31/2022

  Business Response /* (1000, 5, 2021/12/21) */ We are unable to consider a removal with a full refund as requested. The lift was installed in May of 2016. The annual inspection was completed in June of 2017. The client had previously purchased a 2* contract to cover the lift from May 25, 2017 through May 25, 2018. The client did not renew their coverage leaving the five service visits completed between October 2018 and December 2021 as chargeable; we did, however waive the charges for the job completed on 12/13/2021. As a gesture of good will, we will extend gratis coverage for their stairlift through June 2022. Consumer Response /* (3000, 7, 2021/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This chair broke down 7 times in the last 5 years, and this does include other many numerous temporary breakdowns that resolved themselves after a few hours or a few days. We just feel that we were sold a lemon. While the offer to cover the product until June 2022 is much appreciated, we would like the company and it's management to consider these additional circumstances and act accordingly on them, and perhaps consider to replace the chair with a new one that might be more dependable for our loved one. This is what we are looking for with regards to a stairlift , dependability and reliability, and want to know that we have a product we can trust. Please help us rebuild this trust. Thank you, The Zafrir family Complaint Response Date bumped because: Holiday Business Response /* (4000, 9, 2022/01/12) */ The customer's assertion that some of the breakdowns resolved themselves is an indication that the stairlift is not being used correctly since stairlift breakdowns do not resolve themselves. Acorn will offer the customer a complimentary visit to re-demonstrate the stairlift to the user and the courtesy extension of the ASA remains in place. Consumer Response /* (4200, 11, 2022/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regarding "that the stairlift is not being used correctly", it's just one button that controls moving the chair all the way down to the end position or to the very top of the stairs. The problem is that sometimes the chair gets stuck and stops to work, then later works again. It could have been related to poor battery quality - which has already been replaced at least 3 times and one of those times the battery was only one month old and still needed replacement. We would like the courtesy gratis coverage extended throughout 2022, and also if the chair will break more than once during this period, to be offered the option to trade it in for a new one at cost basis purchase price.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My father purchased curved stairlift 11/02/2020 for my mother's use. She passed away in February 2021. He continued to use the stairlift and was very happy with it. He received information regarding an Annual Service Agreement from Acorn. He and I discussed this and agreed he should purchase the 2* coverage for $450 + tax. He contacted Acorn, spoke to Jim and was upsold. He purchased a 3* 12 month service agreement on October 18, 2021. The cost was $858.60 including tax. I understand that the contract stated you had 30 days to cancel the agreement. My father went into hospital on 11/12/2021 and moved into hospice and passed away 11/29/2021. I began working through his papers. I contacted Acorn on 12/09/2021 about cancelling agreement and receiving some type of refund. I spoke to many people at Acorn including supervisors of the service department. All staff were professional at all times. I received the same message from all I spoke with, "Your father signed a contract and the system won't let us cancel the agreement." The 11/12 date (last day he used stairlift) was within the 30 days. I never thought to contact Acorn on 11/12 to cancel the agreement as I was focusing on my dad. I stated that my father was in hospital within the 30 days and I wasn't thinking about his service agreement with Acorn. I also stated that my dad was happy with the stairlift and installation but I will never recommend Acorn due to the inflexibility and unwillingness to make any exceptions re a cancellation of this agreement. I also stated that if I had stuck with a local company I am sure I would be treated with more compassion. This is quite a bit of money and based on the unique circumstances I would think something could be done. There must be someone at Acorn with the authority to "override" the system - a system that I am told will not allow for a cancellation of an agreement to occur.

  Business response

  01/18/2022

  Business Response /* (1000, 9, 2021/12/21) */ In light of the circumstances, Acorn has made an exception to its policy and has agreed to a billing adjustment for the customer's daughter. She will contact us to specify the refund method she prefers.

• Initial Complaint

  11/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have owned an Acorn Stairlift since 2014 and have always been satisfied with my experience. I have always purchased the yearly service agreement which now cost 600.00 per year. Included with this purchase of the agreement is one maintenance visit per year. I called on 10/27/2021 to schedule this year's visit and have been unable to reach anyone to schedule this visit. I have tried every phone number I can find for this company and no one picks up. On the few times it has picked up it is an answering message which says the mailbox is full. My service contract expires today and I am concerned about two things - 1. I have not received my service visit which the contract calls for and in effect I have already paid for and 2. I have not been able to secure a new service contract for the next 12 months which I usually purchase during the service visit or soon after it happens. My stairlift is currently working but I am very dependent on it and want to make sure it is in good order. Anything the BBB can do would be greatly appreciated.

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/12/02) */ Acorn regrets that the customer has had difficulty reaching the company. We have had a systems outage and our phone lines and computer systems are still being restored. Contact was made with the customer and an appointment has been scheduled for 12/11/21.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an Acorn Stairlift a little over two years ago. This year, I did not purchase a warranty. A few months ago, due to health complications, I gained 60 pounds in just a few months and my stairlift was not working right. I was told it was due to my weight gain and that I would need a service call and would need to purchase special batteries for the lift to accommodate my weight. I was agreeable to this and the lift was serviced on September 21, 2021 at which time I paid $250 for a service call and $111 for the batteries; the grand total was $361. In less than one month, the lift started malfunctioning. I called Acorn three times without receiving any response, The third call I made to them was on October 24, 2021. The next day I finally reached a live representative. He told me I was not operating the lift correctly; which was ridiculous; I had successfully operated the lift for over two years. Also, my weight had dropped since the new batteries were installed so that was not the issue. The new batteries, I had been told, would handle the problem. This representative was named Tim and he told me that I would need to pay another $250 to Acorn to come out and service the lift. I did not feel this was legitimate and felt that since the repair had been made less than one month before the lift started to malfunction that Acorn should stand by their work and repair the lift at no additional cost to me. I live on disability and have several health issues that necessitate my using the lift, but I cannot afford to continue paying Acorn unreasonable fees if they will not stand by their work.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/12/06) */ A complimentary service call has been scheduled for December 8. Customer will be responsible to pay for parts only. Consumer Response /* (2000, 7, 2021/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) The technician from Acorn came on December 8, 2021 and got the stairlift working again. There was no charge for the service and the stairlift is now working better than it ever was before.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Oct. 1, 2021, we had a stairlift installed. This is the type that goes around a corner and folds up. At the time, the tech had to reprogram it more than once, and mentioned that sometimes one of these lifts may have a problem. Six days later was our first problem. We were told to change the battery in the remote, which seemed to solve the issue. Two weeks later, the chair again didn't "recognize" the charger or was not completely on a charging station. After repeated trips up and down, it somehow stopped chirping and was fine as long as we didn't try to fold it up against the wall. Two weeks later, today - Nov. 15 - we have the same problem. The soonest it can be fixed is 8 days from now, and the tech admitted it would probably work only a few days until it was fixed. For the amount of money for this lift, and the number of problems in only 6 weeks, this seems like a lemon to me. I would like the chair replaced, and a new one installed. This is an unconscionable way to treat particularly vulnerable customers who depend on these lifts for mobility.

  Business response

  11/23/2021

  Consumer Response /* (2000, 6, 2021/11/18) */ Due to a tech's willingness to give up some of his day off from work, my stairlift has been checked out and fixed, we hope permanently. As long as the proper working condition continues, I am satisfied with the much earlier response provided by this good-hearted person, and consider this complaint closed.

• Initial Complaint

  11/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Assisting a friend, we explored the market availability of various vendors' in-home stairlifts and, partially based upon Acorn's "Help a Friend To Get Their Home Back with an Acorn Stairlift . . . AND RECEIVE $200.OO!"* incentive, we recommended the Acorn product to her Subject stairlift was installed 2021 /11//05. When we called 1 (866) 518-3520 to request the advertised incentive of $200, we were met with stone-walling and summarily rejected, ostensibly because we didn't own a stairlift of our own (where did that come from?). Your BBB A+ rated company's excuse for reneging on their advertised $200 "help a friend" amount is fraudulent and we want to solicit your assistance in encouraging Acorn to fulfill their promise (*) with qualifying purchase We "helped a friend", she qualifyingly purchased/installed on 2021/11/05 and we promptly petitioned for advertised incentive. Please have Acorn direct their $200 check to ************************************************************** appreciate your assistance, *****

  Business response

  01/31/2022

  Business Response /* (1000, 5, 2021/11/29) */ The referral program requires that the person making the referral to a potential new customer be an established Acorn customer that made a qualifying purchase. In this instance the person requesting the referral incentive was not an Acorn customer, did not make a qualifying purchase and is not due a referral fee. Consumer Response /* (3000, 8, 2021/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) We recently sent you an e-mail attachment which makes reference to needing a qualifying purchase. We are not at all interested in your BBB A+ vendor making up an unpublicized/bogus roadblock to renege on paying an incentive to someone who followed the qualifying parameters as stated: "Help A Friend To Get Their Home Back with an Acorn Stairlift AND RECEIVE $200.00!*" * With qualifying purchase Seems to us that our convincing a friend to spend $10,800 to install subject stairlift more than qualifies for the incentive as advertised Appreciate your assistance in effecting a resolution in favor of this writer, ****** Business Response /* (4000, 15, 2022/01/21) */ Acorn stands by its original response to this complaint. Consumer Response /* (4200, 17, 2022/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is astounding that you permit a member of YOUR Better Business Bureau to promise (subject to a qualifying purchase) a $200 "help a friend to get their home back with an Acorn Stairlift" incentive and then renege on that advertised program. Suddenly conjuring up an undisclosed "disqualifier" when our friend made a $10,800 qualifying purchase, which we had recommended partially due to subject incentive, is not only despicable but borders upon fraudulent We have previously provided you with supporting documentation; it's time for Acorn to stop stone-walling this customer's complaint. Please have your "A+" member send their long overdue incentive check to us as advertised thanks, *****

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband used the acorn chair lift , he has only one leg and needs to get to dialysis. I have tried and left 3 messages in the past 3 weeks for a service call. No one calls me back. Thus is my husbands only way out of the apartment. I need acorn to reply and service his lift.

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/11/18) */ Acorn acknowledges the customer's complaint regarding difficulties scheduling an Annual Inspection. Unfortunately, Acorn Stairlifts had a system outage and was experiencing difficulties receiving phone calls and scheduling service calls electronically. Once the systems were back up an Annual Inspection was scheduled for, and completed on November 12th, 2021. Acorn regrets any inconvenience this may have caused the customer.

*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. ↩