ComplaintsforAcorn Stairlifts, Inc.

• 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,
  
  *******************

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the Acorn Stairlift in Feb ********************************************** climbing up the stairs. When I climb up my heart rate is often 200 when I reach the top. The initial contact with the company was good, the installation was scheduled quickly and the technician seemed knowledgable and competent. The company called me in Jan 2024 and said my 1 year installation anniversary was up in Feb and my unit should have a check up. She also discussed us purchasing a service agreement from them, which costs ~$700/year-and that without it the cost of a service call and replacing the batteries, etc. My *********** discussed it and decided to purchase the service agreement. The lady said a technician would be out to do the 1 yr check when "one was in the area". I waited a month and then called in to schedule an appointment. That lady said we should just wait since we would be traveling soon, because upon return, the batteries would be dead anyway and have to be replaced. This was not acceptable to me due to my elevated heart rate problem and because the unit was making a clicking sound when it passed over the big brackets attached to the steps. Besides, she had said it should be checked after 1 year of use. There was some discussion and finally they made an appointment for a technician to come out yesterday (3/13) between 12 and 5. The guy did not come. No one called to cancel the appointment. Now after reading dozens of reviews online (which mirror my experience exactly) I suspect I will be told the technician quit, or had covid, or that he was behind so had to drop the last appointment of the day. I would not be upset if they had the courtesy to notify me that they could not keep the appointment. I sure wish I had found the dozens and dozens of 1 star reviews before I decided on Acorn. The chair makes my life much easier and has probably saved me from falling down the stairs, but I have a bad feeling that I am facing customer non-service from ********************.

  Business response

  03/21/2024

  Acorn Stairlifts received the following message from the customer after filing this complaint:

  I erroneously entered a complaint with better business bureau. I looked at my calendar wrong and thought my appointment for service was this past week. I discovered my error an hour later and contacted BBB again to retract my complaint, telling them it was MY error. They said they had already forwarded it to you. Please accept my apology, I was just confused about the time of appointment, and I thought your service guy had not shown up, nor cancelled the appointment. Mea culpa!! I look forward to seeing him this Wednesday, the 20th. thank you.

  Acorn commends the customer for making this correction and look forward to providing consistent support. The customers stairlift was serviced on 3/20/2024 and is running to specifications.

  Customer response

  03/31/2024

  An hour after I submitted the original complaint, I discovered I was in error about the day of the appointment with Acorn. I was horrified that it was my error. So I came to your website and requested that my complaint be deleted, that it was an error on my part. I got a response back from you that it had already been sent to the company.

  It looks like you have a breakdown in communication at the BBB, which is unfortunate. Most customers as well as businesses depend on accuracy in handling stuff like this, so I'm not sure why I am getting a message from you weeks later that you are closing this because I have not responded.  So, yes the case has a resolution because there really was not a case. And I suspect if I am ever in a similar situation again, I will not try to resolve it with BBB. 

  Happy Easter people. 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  NOV 2023 Purch 5 star service agreement to repair damage to existing chair lift Damage from mudslide. This was specified & agreed to when agreement was purchased I purchased agreement over phone and was not provided with a copy LATE NOV 2023 Tech came to my property (chair exterior) I was traveling abroad & could not contact Acorn or answer calls. He inspected chair left voice mail stating need to order new main circuit board DEC 2023 My husband removed chair from railing it was dangerous sitting at the street level Having guests for holidays DEC 2023 Tech returns to install new board say cannot work on it as chair has been removed Requests another tech who does installations DEC 23 or JAN 24 Install tech returns inspects chair. States it cannot be made to work by replacing main circuit board too much other damage to op systems. It was covered entirely by mudslide, wiring is missing, etc. Probably able to get it to power up but not certain that all else will function properly. Tech calls Acorn asks pricing to replace chair. Quote $2,000 "reduced price" as I already purch 5 star svc agree I am not able to pay amount did not move forward MARCH 2024 Ready to move forward Call Acorn request price be given in writing. Told best price is $4,200. I am unable and or willing to pay this I request refund for the service agree purchase Must talk to diff depart I call many times. Never get connected to right ***** Nobody knows how to handle this. Finally talk to someone who says he will write an email to ********** aftercare ***** Says policy is svc agree can't refund after 30 days. I was never provided copy of agreement Got one call back from rep with same call back message as usual giving main phone number never direct extension. Nothing specific about my request Each time I call nobody has notes on my account I must explain again. Every time get same result rep ****** know how to handle it and transfers me elsewhere. Often to voicemail that can't take messages

  Business response

  03/21/2024

  Acorn deeply regrets the misinformation given to the customer by our agent. This complaint has prompted retraining within our service ******************** to become more knowledgeable about damages surrounding natural disasters and acts of God. A full refund was issued back to the customer's credit card on 3/14/2024, and we have scheduled a service visit with ************** for 4/2/2024. We sincerely apologize for all inconveniences. 

  Customer response

  03/21/2024

   
  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.
  Thank you for yoru assistance.
  Sincerely,
  
  ***********************

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called Acorn when my mother's chair lift stopped working. Without a functioning chair lift, my mother is confined to the upper floor of her house. Acorn initially scheduled an appointment 10 days into the future. Acorn then had to reschedule that appointment and delay it for another week. During all of this time, my mother was confined to her room.When the technician arrived, we were told that the battery needed to be replaced. This $80 battery was replaced in approximately 15 minutes, and we were charged a $295 service charge for those ***************************************************************************** the house and replace its battery, and he informed me that this would incur another excessive service charge.The technician also told us that he is the only Acorn technician servicing 9 states.When we installed this chair lift, we placed our trust in Acorn to provide reasonable, professional service on their equipment. Their inability to service our chairlift in less than 2 weeks is inexcusable, especially since my mother was confined to the upper floor for all of this time. Furthermore, that service charge was exorbitant for the work performed, and it was completely unreasonable to demand a second service charge to perform work on additional equipment in our home.Acorn has betrayed our trust as consumers and unethically exploits a vulnerable, elderly market segment. They need to hire and train more technicians so that repairs may be conducted in a timely manner and their clientele will not be so severely inconvenienced for such long periods. And they need to revise their service charge policy to avoid exploiting elderly and physically disabled customers.At a minimum, we would like the technician to return to service our second chair lift, pro gratis. We consider that a reasonable request given the service charge we have already paid.The technician was friendly and professional. Our complaint is solely due to stated company policy.

  Business response

  03/26/2024

  A second service was provided on 3/21/24 and the stairlifts are running to specifications. Acorn listens when our customers provide feedback in hopes of providing quality service. As a result of the issues surrounding this complaint, our entire field support was readvised of our billing rates on services and how to provide accurate quotes in instances like this. We apologize for any inaccurate information that was given by **************. We are in the process of hire more technicians to fulfill service on breakdowns in areas that we are short on techs. The technician that serviced this customer is one of those.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've had an Acorn stairlift for multiple years. I usually pay $250 for my annual renewal. Last year, they assigned a person to continue to work with me until I paid for the annual renewal; she said she would be my personal go-to person. Then, that person would call untill I mailed my check in. I never heard from her again. I waited thinking they would call to schedule an appointment, but not until I called several months later to schedule my annual visit. Now, this year, I'm having to pay $295 for the same service. No one called, which is fine, but when I called to get an explanation today of when this price increase happened, all I was told was that it was last year. No notices were sent out to let us know of the $45 increase. That is an 18% increase! Most seniors would not know it was coming and have to plan for this to be able to afford it. At least an email, something, but nothing was done and we only found out when the invoice arrived.

  Business response

  03/08/2024

  Acorn appreciates feedback from our valued customers. This customer has taken measures to preserve the quality of her stairlift for ten years through service contracts without a rate increase. During the pandemic, transportation costs rose exponentially as did the cost of parts and supplies. Acorn took measures to ensure that our rates remained the same in spite of inflation. Like many businesses, we were left with the injuries. We mail out invoices 30 days in advance of renewal policy periods to notify the customer of both the renewal date and the renewal rate. We deeply apologize for any and all inconveniences.   

  Customer response

  03/11/2024

   
  Complaint: 21400128
  
  I am rejecting this response because: I understand your position, and all the excuses in the world does not explain the lack of communication with your customers who have to pay the extra charges.

  I understand that everything as gone up, a simple letter letting the person know even with the invoice that due to higher costs the current invoice is higher would have been better than nothing, or an email letting customers know that prices have gone up. 
  
  Sincerely,
  
  **************************************

  Business response

  03/14/2024

  We appreciate the feedback and are reviewing your concerns.

  Business response

  04/02/2024

  Acorn again, apologizes for any and all inconveniences.We mail out invoices 30 days in advance of renewal policy periods to notify the customer of both the renewal date and the renewal rate.    

  Customer response

  04/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me due to you consistenly repeating the same message,

  and I know I can get no further with this issue. 
  
  Sincerely,
  
  **************************************

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  WED.2/28/2024 called company to come out to get estimate for stair lift. for my spouse that is a Veteran ,Appt made for fri.3/1/2024..Salesman(****) arrived @ approx. 4pm was here 2 and 1/2 hrs. left @ approx.6:30 pm. Specifics( Have Daycare parents coming in & out this door, will the door open& close ,plus that is the steps the lift was to benefit due to vehicle in back, use back entrance Was informed ,needed 1/2 inch cut off kitchen door..Was trying to get installed as soon as poss, due to my husband appt.@ end of week. needing to go to Total cost$$3774.61...Paid $300 deposit. Company to install. Tues. 3/5/2024...Issue when installer arrived, Door will not open all the way. Spoke to super(Management)"****"stated more expensive lift.$7.000.00 difference, which would be over $10,000.00( absolutely wld not help with that cost,we were willing to pay the money my spouse really needs it(& he"s a Veteran.( it was the companys error, then he states my house is llisted as a Business( Not understanding that( based on that now, stating can"t do a business.,but you literally was here to install. We should have been told that when you were here, 3/1/2024.,Now I have to cancel my spouse appt. Cancelled my help previous because this lift was to be installed today that would have taken care of the problem. VERY POOR BUSINESS COMMUNICATION.. What is my VETERAN HUSBAND SUPPOSE TO DO..IMMEDIATE REFUND IF YOU ARE REFUSING TO DO THE ****

  Business response

  03/08/2024

  Acorn regrets not informning the customer in a more timely manner that the codes in her state does not allow installing stairlifts in daycares. A check has been mailed to the customer refunding her deposit in full. An email was sent to her with the tracking number. 

  Customer response

  03/08/2024

  Court house has been notified,I have a letter stating residential,there is not an issue with Daycare in my home.have letter from ************** as such.HAVE NO IDEAL WHERE THAT CAME FROM.however would like to express to Company to have there installers more Respectful & not be smoking marijuana coming into homes.Disrespect.Pretty scary that you are @someones home to install.My spouse had some issues with cough& breathing after that smell that still lingered after installer left.REFUND. ASAP

  Customer response

  03/09/2024

   
  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

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Acorn Stairlifts is allowed to sell their product in states where they do NOT have service technicians. My parents stairlift has completely stopped working and I cannot get an answer from Acorn as to when they will have a service technician coming to look at the lift. If there is a part that needs to be replaced, then this will further delay repairs as the part will have to be shipped to my parents and then we will wait for the technician to return to repair the lift. Stairlifts are a mobility product, and it is incredibly important that the lifts be repaired quickly!!

  Business response

  03/19/2024

  Acorn apologizes for any inconveniences that the customer experienced while trying to schedule a service visit. Our records show that a confirmed appointment was canceled on January 10, 2024 due to the customer calling and stating that he had fixed the issue himself. The next appointment available after that date was March 18, 2024 in which the annual inspection was performed and completed. The stairlift is running according to specifications.

  Customer response

  03/20/2024

   
  Complaint: 21390238
  
  I am rejecting this response because: There were two (2) separate problems with the stairlift, that occurred back-to-back. First the arm broke on the chair, which we were able to fix ourselves so that is why the repair appointment in ******* was cancelled. Almost immediately after that the chair became immoveable, an F1 code appeared on the chair. When we called Acorn, we were told the motherboard needed to be replaced. Having to call the service center, multiple times a day for a week straight to get a person to schedule a repair is inexcusable! We then had to wait nearly 2 weeks as there is no repair person in the state my parents reside. When the repairman arrived, he told us that the chair was actually operational this whole time. That we could have to talked through resetting the chair so the F1 code would go away and let the chair work. My parents struggled for weeks to use the stairs of their home only to find out that chair worked, it just needed to be reset. 

  We went ahead and had the repairman replace the motherboard but to have not told us how to reset the chair is inexcusable! 

  
  Sincerely,
  
  T ******

  Business response

  03/20/2024

  We appreciate the feedback and are reviewing your concerns.

  Business response

  04/02/2024

  Again, we apologize for any and all inconveniences. Our phone recordings document that an agent attempted to troubleshoot with the customer but was unsuccessful at resolving the problem. Therefore, a support ticket was created and an appointment was scheduled. We regret not being able to provide service within the time frame stated by the complainant.

  Customer response

  04/04/2024

   
  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 needs better technical support!

  
  Sincerely,
  
  T Dayton

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Acorn stairlifts we're supposed to move my used earlier to my friend's house and my friend was also going to buy an additional one my sterileth would have cost them half of what they paid for the one that Acorn put in now remember I'm the one that recommended Acorn to them then they go and they install a new one and not do the old one to save my friends money first now because of what they charge them for the other one they can't afford the other one to their basement they also did not give them the discounts the **** and other discounts they were supposed to get they also came to service my stairlift and charge me $700 and the man did not stay here for even 20 minutes they're supposed to stay long enough to make sure the stairlift can go up and down by battery twice six months after the first man was here I had to have somebody else come out because the thing was not working properly he replaced the batteries and the motherboard they both were bad the first man didn't even stay long enough to check these items I would never recommend Acorn stairlift to anybody again

  Business response

  03/08/2024

  Acorn regrets the instances the customer has experienced with our service. We were first made aware of the customers issue with the battery after it was disconnected it due to a power outage. When the technician arrived and made an assessment, it was determined that new batteries were needed. The customer declined to purchase new batteries and wanted to see if the batteries would recharge on their own since power had been restored. Therefore, the technician was no longer needed. So he left. We have been unable to reach the customer regarding the referral fee. We left a voicemail and look forward to him reaching out for steps on how to retrieve referral fees. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Acorn Stairlift regarding their failure to provide timely service for my 93-year-old mother's stairlift in ***********, **.My mother has been relying on this stairlift for years, and when we recently had new floors installed, two of the supports had to be unscrewed. We promptly contacted Acorn to request assistance in re-attaching the lift supports. However, despite numerous calls and assurances, we have yet to receive any satisfactory resolution.After multiple attempts to reach out, we were finally connected with ****, who claimed to be the top contact at Acorn. Unfortunately, the conversation with **** and my husband today was extremely unpleasant, and even after 36 days, we are still unable to get Acorn to come and repair the lift.It is imperative to note that this stairlift is my mother's sole means of accessing essential areas of her home, including her freezer, extra food, and laundry. The prolonged delay in service has severely impacted her daily life and independence.It is unacceptable that Acorn Stairlift cannot fulfill its obligation to service lifts in ***********. If they are unable to provide adequate support in this area, they should cease selling their products here altogether.At this point, we are not seeking monetary compensation; rather, we demand that Acorn fulfills their contractual obligations promptly. It is evident that Acorn Stairlift is in breach of contract, and we urge the Better Business Bureau to intervene and ensure that appropriate action is taken to rectify this situation.Thank you for your attention to this matter. We trust that the Better Business Bureau will investigate this complaint thoroughly and assist us in achieving a resolution.

  Business response

  03/04/2024

  Acorn regrets the challenges the customer has experienced while attempting to get her mothers stairlift repaired. We were able to make arrangements for an appointment on March 4, 2024. An annual inspection was completed and the stairlift is running to specifications. 

  Customer response

  03/04/2024

   
  Better Business Bureau:
  
  I appreciate Acorn dispatching an installer to address my mother's stair lift today. However, the significant delay, from requesting service on January 15th, 2024, to receiving it on March 4th, 2024, remains a major concern. This delay severely impacted my mother's life, restricting access to essential areas like her food, freezer, and laundry. This experience raises broader concerns about Acorn's service network in geographically large areas with limited personnel. Similar delays could disproportionately affect vulnerable individuals relying on functioning stair lifts for daily activities. I urge Acorn to reconsider their sales practices in regions with limited service coverage. Offering stair lifts in areas where prompt service is not readily available creates undue hardship for customers. Additionally, exploring solutions like temporary service options or partnerships with local contractors could significantly improve response times in such regions. I hope Acorn will take these concerns seriously and implement meaningful changes to ensure their customers receive timely and reliable service, regardless of their location. Thank you for your attention to this matter. Complaint ID: ********.
  
  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. ↩