ComplaintsforAcorn Stairlifts, Inc.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased the stairlift in February of 2018 when my then 94 year old mother moved in with us. We had no problems the first year when it was fully under warranty. It was only after the warranty expired and we had to start paying for the extended warranty each year that it became necessary to have more than the annual servicing that is covered by the basic extended warranty. In most cases, we were able to get service within a week of the time I called them for service. However, last week, the stairlift completely stopped working and the error message was not something that I was able to fix (like so many times I have done before). This error message said that it must be taken care of by a certified service tech. So I called Acorn. I got a service tech almost right away and explained the problem. He confirmed that we would have to have a service call, but instead of scheduling the service call during our phone conversation (which was the normal procedure in the past), he said that a scheduling person would have to call me back. It has been a week since I spoke with the service tech person and I have not received a return call. In the meantime, I have used Acorn club in an attempt to schedule a service call, as well as trying to call multiple times. No one has ever answered any of my additional calls or responded to my request via Acorn club. My mother is now forced to try to climb down the stairs if she has to go to the doctor. We have cancelled multiple appointments in the past week in hope that the stair lift would soon be repaired and we could reschedule those appointments, as it is dangerous, exhausting, and very frightening to my mother to have to try to go up and down the stairs without her stair lift.

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/11/04) */ Acorn acknowledges the customers complaint regarding difficulties scheduling service for the stairlift. Unfortunately, Acorn Stairlifts had a systems outage and was unable to schedule service calls electronically. A service call was manually scheduled on October 23rd, 2021 and completed on October 28th, 2021. Acorn regrets any inconvenience this may have caused the customer. Consumer Response /* (2000, 7, 2021/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Despite them showing up at the house with no more than a call letting me know they were almost at our house, the stairlift was repaired. I certainly hope the service improves soon.

• Initial Complaint

  10/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had made an appointment for service back in September for a problem with our Acorn Stairlift. The customer service person scheduled it for 10-23-2021 between 8am &12noon. this was almost a Month from the time I called. The time slot came and went without a service person or a call or text. I called Acorn and they are not answering calls, I left my number , no response as of yet. I paid $11,000.00 for this and I do expect a level of service after the sale.

  Business response

  11/19/2021

  Business Response /* (1000, 5, 2021/11/08) */ Acorn acknowledges the customer's complaint regarding not receiving a call to reschedule service originally scheduled for October 23rd, 2021. Acorn has been having computer and telephone systems issues. Acorn regrets any inconvenience this may have caused the customer. A service call was rescheduled for, and completed on November 5th, 2021. As a one-time courtesy, a 25% discount was applied to the cost of the service. Consumer Response /* (2000, 7, 2021/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, the service provider showed up on time and completed the service needed. I did Not receive the 25% discount on the service call as the technician didn't have a record of that. I was satisfied with his work so I didn't push the issue.

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Acorn Stairlifts failed to honor a scheduled appointment to remove the stairlift they had installed in my mother's home last year. I have tried to reach them by both email and phone, but nobody has replied or answered. In fact, every Acorn telephone I have tried has had an unending wait and permanent hold, without anyone to answer their calls. It is terrible "service" or, rather, entirely lacking in any service at all.

  Business response

  11/23/2021

  Business Response /* (1000, 5, 2021/11/08) */ Acorn acknowledges the customer's complaint regarding a service call scheduled for October 7th, 2021 not being completed. Unfortunately, Acorn Stairlifts had a systems outage and was unable to verify scheduled service. Once Acorn had the ability to reschedule service, a removal was rescheduled for, and completed on November 5th, 2021.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been calling Acorn since Monday 10/20/21 (over 48 hours now) to get someone to my home to fix a Stairlift that is inoperable. I am unable to use this stairlift and have been confined to the 2nd floor. The issue is the armrest broke. This is the 4th time an armrest has broken since install 08/16/16. Acorn will say that I should lift up out of the chairlift by placing my hands and arms to the very back of armrest and lift up. Not easy when one has upper body issues and arthritis. Should have told me this when chair installed 08/23/16 or before selling it to me as I would have done more shopping for another stairlift. And for Acorn knowledge I do push up by placing hands to the back of armrest and armrest still has broken twice. My stairlift does not work and as of 10/20/21 7pm, I have been calling and leaving messages 6 different phone numbers since 1pm Monday 10/18/21 to fix lift and no callback. This issue was true before the Covid no callback. I'm stuck on 2nd floor.

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/11/01) */ Acorn acknowledges the customer's complaint regarding the armrests on the stairlift. The armrest was repaired on October 27th, 2021. Acorn advises the customer to use the very back of the armrests to push up and exit the stairlift once it reaches the bottom or top of the staircase. Acorn recommends the customer have a grab bar installed near where the stairlift parks to assist with exiting the stairlift. Acorn recently experienced a systems outage and has higher than normal call volumes. Acorn regrets the inconveniences the customer had with attempting to get through to the customer support department. Consumer Response /* (3000, 7, 2021/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have never had a good turnaround response from this company. And even with a grab bar installed one still has to get up somewhat to reach it. Why is the handle on the chair plastic without much support. Maybe they should try and get up out of a chair with their arms to the back and weak shoulders and legs. Business Response /* (4000, 11, 2021/11/15) */ Acorn reiterates its original response.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Charles S**** came to see my Mom on Wednesday, 10/13. He told her the stair lift would fit and we went forward with the purchase. It was installed on Friday, 10/15. Once I got home and thru use, we discovered how it really did not fit. It is not practical to leave the stairlift at the bottom as we cannot open our door. It is not practical to leave the stair lift at the top cause then it is hard to step onto the landing of our apartment. It is impossible to carry groceries or bags safely with the chair left on any step. Our staircase is narrow and product should not have been said to fit. I call to schedule removal. Not even looking for a refund. I just want it out of the house. First I am told yesterday their system is down and once up I will get emailed the paperwork to schedule refund. Now today I am told they are behind and to call back in a month. That is unacceptable. I paid $3200 for this and they come to install right away. Now I just want it out and no effort is made to handle.

  Business response

  11/12/2021

  Business Response /* (1000, 6, 2021/11/02) */ Acorn has contacted the customer and found a resolution to the issue the customer was experiencing. On October 29th, 2021, a service call was completed and the existing installation was modified to better suit the customer's needs. The customer signed off on the work report and a removal is not necessary. Consumer Response /* (2000, 8, 2021/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My in-laws ages 96 & 88 purchased the acorn stairlift 2/8/18 cost of $11,000. It's been serviced 2 time since. They also purchased a $400 ins. For service over warranty The lift quit working 10/10/21 I have called and left a msg. Stating I need repairs ASAP on 4 different times the company has never responded. I've contacted 4 different lift repair services which all said the same thing, they can't work on Acorn because they can't get parts. I feel this company is in fault of selling and not servicing PLEASE HELP

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/10/22) */ Acorn acknowledges the customer's complaint regarding difficulties scheduling service for their stairlift. Unfortunately, Acorn Stairlifts had a systems outage and was experiencing higher than normal call volume. At the customer's request a service call is scheduled for November 9th, 2021.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a lift chair installed for my step-dad in November 2019 for around $14,000, he passed away 3 weeks later. My mother since lives by herself in a 3 level home and is 87 years old. It had stopped working a year ago and I was told she needed a "new battery". They came out and installed one. Once again the chair stopped working and we called them out for repairs. AGAIN, needed a new battery and apparently some other part. They were there September 30, 2021... JUST COMING OUT is $250 but the total billed paid was $619.34!! It stopped working a few days ago, it didn't even make it 3 weeks. Customer service said it would be another $250 to come "look" at it. I've been trying to reach out to customer service for 2 days, they leave you on hold and then disconnect the call. We are talking about disabled people and seniors with fixed income. This is a total rip off and if my mother falls and hurts herself, guaranteed there will be a law suit. I'm going to start a civil suit.

  Business response

  11/19/2021

  Business Response /* (1000, 5, 2021/10/29) */ Management reviewed the customer's account and a courtesy service call was scheduled for October 22, 2021.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing this for my parents listed above. Bought a new Acorn chairlift and it was installed on 7/21/20. Had to have repaired multiple times including new wiring in the first year. Still experiencing the same problems. We have been calling Acorn for more than 2 weeks now for repair but they don't call us back. We Never. Finally got a call today from Cheryl who said she would fill out a ticket for repair and someone would call us right back. No one did. I waited all day. Tried calling back. No answer. My parents are 89 years old. My mom needs the chair to get upstairs where their bedroom is. She was stranded today. Please help us. We paid $3400 for this chair and it is not working again. We can't get anyone to help us. We need a replacement immediately.

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/10/28) */ Acorn acknowledges the customer's complaint regarding repeat service calls and the difficulties calling Acorn. A service appointment scheduled for, and completed on October 21st, 2021 found a loose connection between the transformer and extension wire. A terminal block was installed between the wires. Recently, Acorn had a systems outage and was experiencing higher than normal call volume and sporadic inconsistencies where incoming calls were not making it through to the customer support team. Acorn regrets not being able to identify the root cause fault on the initial service visit and understands the customer's frustrations regarding not being able to get through to the support team. Consumer Response /* (2000, 7, 2021/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Acorn called me the next day to make an appointment to repair our chair lift. They had to install a new part and I'm happy to say that the chair is again working. I was hoping for a replacement chair since we have had many service calls since the new chair was installed a little over a year ago (7/20). As long as the chair continues to work, we are satisfied with the repair. If it breaks again, we will want to reopen this case and pursue a replacement.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been experiencing ongoing operational issues with my Acorn Stairlift chair for months now with no resolution. I will be 92 in December 2021 and require the chair to get from one level to anther in my house due not only for my age but heart and other health issues. I have had multiple technicians come to my home, none of which can repair my chair to work consistently. Most recently, I had a scheduled appointment for Wednesday, October 13, 2021 of which no one showed up. On Saturday, October 16 a technician arrived and the chair worked less than 24 hours and it's inoperable again. I've written emails to the Acorn, most recently went with no response. The company continues to state long appointment times but in the case of an emergency such as mine, I would expect immediate assistance. I cannot cannot go up or down my steps without this chair - period. I am unable due to my health issues and my age.

  Business response

  11/15/2021

  Business Response /* (1000, 5, 2021/10/25) */ Acorn acknowledges the customer's complaint regarding difficulties with scheduling service for the stairlift and lack of response to emails. Unfortunately, Acorn Stairlifts had a systems outage and was unable to verify all scheduled service for October 13th, 2021 and is still having problems with email service. A service call was subsequently scheduled for October 16th, 2021 and a follow up appointment was scheduled for, and completed on October 21st, 2021. Acorn regrets not being able to fix the customer's stairlift on October 13th, 2021 due to the systems outage.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased an Acorn stairlift fir approx 10,000.00 last Dec. we were given a number for repairs and service and were told someone would call about servicing and a service plan after about 9 months. No one called and after repeated calls we are unable to reach anyone regarding service-they keep you on hold and then hang up. Can't reach Acorn sales either. Don't know if they are out of business or what. My 89 year old husband can't get to his room without it so we are very concerned and need to be able to get in touch and confirm that the service we were promised will be done.

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/10/22) */ Acorn acknowledges the customer's complaint regarding difficulties scheduling service for the stairlift. Acorn's telephone and computer systems have been operating sporadically recently. Also, due to the ongoing pandemic, Acorn is experiencing a technician shortage and is working to rebuild the service team nationwide. Once Acorn's service team is rebuilt, a service appointment will be scheduled for the customer. Consumer Response /* (2000, 7, 2021/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Acorn called the day after my complaint and were very nice and understanding. I am aware of the problems and am sympathetic. I believe they are doing their best at this point with severe staffing shortages. They have promised to call as soon as they can get a handle on things and I will cooperate with them.

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