ComplaintsforAcorn Stairlifts, Inc.

• Initial Complaint

  10/09/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Acorn rep visited me at my home last week and collected a $1000 deposit to install a stairlift. I was told someone would contact me the next day or so to schedule a date for installation of stairlift. I waited 2 days, no call. I then tried calling them over the course of three days, leaving voicemail. No response. Nobody answering phone yet as of this writing. I emailed them requesting my deposit back, no response. I'd like help getting my deposit back which I see they cashed the very next day the rep was here!

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/10/18) */ Acorn acknowledges the customer's complaint regarding inability to schedule installation of their stairlift. Unfortunately, Acorn Stairlifts had a systems outage and was unable to contact the customer to setup a date of install. Once the system was back up and running, the installation of the stairlift was scheduled for, and completed on October 15th, 2021. Consumer Response /* (2000, 7, 2021/10/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) The original complaint by me has been 100% resolved. The company went out of their way to make things right for me, even though the "problem" turned out to be not their fault. I am completely satisfied with them.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  gave me salesman's card and recommending I call. Card says $200.00 for recommending. I called and was told to be sure and call them first and tell them I was recommended by my sister, IO did, made sales appointment and subsequently had a $13,000+ stairlift installed. When I called and asked them to send my sister her check they told me no check because she didn't have an account with them (she has no lifts at her house). At no time was this ever said as a proviso for payment. I have talked to them twice and they insist I don't qualify because my sister has no account with them. I have repeatedly told them that no one ever said, nor does the card say anything about having an account with them to recommend them. My sister helped me finance this chairlift - I am a 79 year old with MS and a limited income. What they are doing is just wrong.

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/10/18) */ Acorn acknowledges the customers complaint regarding the $200 referral program. The bottom of the business card does state, "With qualifying purchase". Since Mrs. ********'s Sister did not purchase a stairlift from Acorn, she is not eligible for the $200 referral. Consumer Response /* (3000, 7, 2021/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) "With qualifying purchase" doesn't indicate the referee specifically - it seems to indicate the person purchasing the unit which I did. This is very misleading. Business Response /* (4000, 10, 2021/10/28) */ Acorn stands by its original response stating the customer is not eligible for the $200 referral because there was no qualifying purchase. Acorn considers this matter closed. Consumer Response /* (4200, 12, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The "coupon offer is misleading" and a false come-on.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  See attachment

  Business response

  10/18/2021

  Business Response /* (1000, 5, 2021/10/18) */ Acorn Acknowledges the customer's complaint regarding inability to service the stairlift within a reasonable time. Management has reviewed the case and authorized a $250 refund for the Annual Service Agreement purchased by the customer. We are currently experiencing a systems outage. Once the systems are up and running, the refund will be issued. Consumer Response /* (3000, 11, 2021/11/30) */ Forwarded message From: <*******@verizon.net> Date: Wed, Nov 24, 2021 at 12:16 PM Subject: Re: BBB Complaint Case# ******** (Ref#XXX-XXXXXXXX-XXXXXXXX-X-XXXX) To: *****@findbbb.org <*****@findbbb.org> After clos to a month we have not received the $250 refund. I have called today and awaiting a response after Acorn said they have no record of a payment. What do I do? *** ******** XXX-XXX-XXXX Business Response /* (4000, 14, 2021/12/03) */ Acorn is still trying to receover from a systems outage that affected our phones and computer systems which resulted in a delay in processing the customer's check. The check was processed and mailed December 2, 2021.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased an Acorn Stairlift for my mother 5 years ago. It has been unreliable from the start and we had to have it repaired often. The last straw was 2.5 weeks ago when the chair stopped mid stair and we could not get it restarted. My 82 year old mother sat on the chair until I could get her down. My complaint is that the company touts that they will be there within 24 hours to repair the chair, when in reality that is not true. The first date scheduled for repair was 5 weeks out. After complaining, it was scheduled for 2.5 weeks out. We pay an annual premium of $872.51 for an insurance to cover repairs. We have made the decision to remove the stairlift and have put my mother in an assisted living facility due to the unreliability of this stairlift. I have requested a pro-rated refund on the premium since we will no longer need their service. They have refused the refund. They have breeched the contract since they can't repair the chair in a timely manner.

  Business response

  10/21/2021

  Business Response /* (1000, 5, 2021/10/21) */ Acorn acknowledges the customer's complaint regarding inability to schedule service in a timely manner. Unfortunately, due to the ongoing pandemic Acorn is experiencing a technician shortage and is working to rebuild the service team nationwide. Acorn aims to provide service within 24-48 hours dependent upon scheduling availability. Upon management review, Acorn has agreed to refund $872.51 for the annual service agreement purchased by the customer. However, Acorn has attempted to contact the customer, but have not received a response. Please contact the customer care team at ************** to finalize the refund. Consumer Response /* (2000, 11, 2022/01/21) */ -------- Forwarded message --------- From: ********** <************************> Date: Thu, Jan 20, 2022 at 1:29 PM Subject: Fw: Resolution To: Better Business Bureau <*************************> I filed a complaint #******** reference #111-22003712-********-6-110. Just wanting to report that after the complaint, Acorn Stairlifts made contact with me and they completely resolved this issue. They refunded the entire insurance premium which was more than we had requested. Thank you for helping us get this resolved.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I entered into an agreement with Acorn Chairlift of Orlando Florida at the end of August. I paid $800 down with the balance to be paid when the work was done. On August 30th a a guy came to install and a few hours later we were told that they could not do the job. I was not pleased, but nothing wrong was done. On 9/7 my check cleared the bank, but I still have not received a refund. I feel that three weeks is long enough fr them to hold my money. I called and wrote emails but to no avail. they told me some work had to be done before the installation. I had the work completed after they broke the agreement. It was not til the day they came that I was told what had to be done. I had some electrical work done which cos $150-!70. I feel that $950 to $970 is owed to me.

  Business response

  10/27/2021

  Consumer Response /* (2000, 8, 2021/10/13) */ --------- Forwarded message --------- From: ********************************** Date: Tue, Oct 12, 2021 at 10:01 AM Subject: To:******************** Last weekend I received a check for $800 inn the mail. They didn't say why the helf the funds for over a month before returning to me. I apologize for not contacting you upon receipt of the check. Thank you, ***

• Initial Complaint

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We just purchase a 3 star service from Acorn Stairlift and after they did the first maintenance the chair started to fail randomly. Call customer service today 9/20/21 and they jut will be able to send a technician 10/06 when it is supposedly within the first 48 hrs. My mom uses the chair everyday several times and it's just a huge problem for her if she got in the middle of the ride or at the second floor. These I explained to them several times and to a 2 different reps, no help or even an intention to help us in this situation

  Business response

  10/28/2021

  Business Response /* (1000, 5, 2021/10/05) */ Acorn acknowledges the customer's complaint regarding wait time for service. Due to the ongoing pandemic, Acorn is working to rebuild its service team nationwide. Acorn strives to provide service within 48 hours dependent upon scheduling availability. A service call originally scheduled for October 6th, 2021 was rescheduled for, and completed on September 24th, 2021.

• Initial Complaint

  09/11/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I tried filling this out three times and it keeps kicking me out so maybe you can call me Acorn originally sold me more of a left then I really needed it was much more expensive and it's been extremely Troublesome since it was put in it often has troubles won't work strands me upstairs and it takes up to 2 weeks to get a serviceman to fix it is pretty hard for somebody who is disabled to get downstairs when the lift that I paid $10,000 for should be reliable it's just constantly been trouble I highly recommend that nobody purchase a chairlift from this company

  Business response

  10/21/2021

  Business Response /* (1000, 5, 2021/09/27) */ Acorn acknowledges the customer's complaint regarding wait time for service. Due to the ongoing pandemic, Acorn is working to rebuild its service team nationwide. An initial service call was completed on September 20th, 2021 and a follow up service call was completed on September 24th, 2021 to return the stairlift to working condition. As a gesture of goodwill for the inconvenience, Acorn extended the customers Annual Service Agreement. Consumer Response /* (2000, 7, 2021/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Acron repaired my chair lift an extended my warrantee. I hope they are able to rebuild their service staff so they can reduce their service delays

• Initial Complaint

  09/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In mid August I called Acorn to report that my lift was completely inoperable. I am totally dependent on it at age 86 with a number of health issues including very limited mobility. The stair lift goes from street level to our third floor, with over 30 stairs that I have been unable to navigate. I purchased the premium maintenance program. The manual stated that under the plan a repairperson would be out in 24-48 hours. When I called for service I was given an appointment in two weeks. On the date of expected service, I was told that the mechanic was sick and my lift could not be repaired for another 12 days. Since I had been a prisoner in my own home for two weeks, I had to leave it for a place that did not require stairs. The repair is scheduled on September 14th, eight days from today, and I absolutely expect a mechanic to show up to make the repair so that I can return to my home. The least Acorn should do is adjust my maintenance contract to help remedy their inability to honor it

  Business response

  10/14/2021

  Business Response /* (1000, 5, 2021/09/21) */ Acorn acknowledges the customer's complaint regarding wait time for service. Due to the ongoing pandemic, Acorn is working to rebuild the service team nationwide. The Annual Service Agreement (ASA) does state priority assistance will be provided dependent on scheduling availability. A courtesy extension to the Customer's ASA has been granted. A service appointment was scheduled for, and completed on September 15th, 2021.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had products serviced a couple of months ago Now had to have one serviced again, and was charged a large sum of money Since this was such a short time I would think they would stand behind their products and thete would be either a small charge or none at all Also the charge for labor is huge, $250 an hour This is crazy! Very unhappy

  Business response

  10/11/2021

  Business Response /* (1000, 5, 2021/09/16) */ Acorn followed up with the Customer regarding service calls completed on June 8th, 2021 and August 8th, 2021. Since the service issues were related, Acorn agreed to waive the cost of labor for the second service. A refund in the amount of $250 was processed.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 14th, 2021, I purchased Acorn Stairlift (paid $10,236.25) and was installed in about a week after. This is the only way for my 87 and 85 year old parents could come from 2nd floor to the ground floor. They feel uncomfortable to sit on the chair while it's moving, it's making noise and scratching the rail. I called support, and to get a technician come and check took couple weeks. The tech suggested, take a cloth and wipe out scratched and can't do anything about noise and discomfort. Since then, the it started making more noise and continuously scratching the rail, and stopped couple times while may parents were using. Today I called for support to complain, and again it's answering machine and never know when they call back. After reading consumer reviews about this product and service levels, it's scared me and reaching out to BBB for help. After paying 10K , using for three months I am not happy with the product, their service response and also afraid my parents may fall.

  Business response

  10/06/2021

  Business Response /* (1000, 5, 2021/09/08) */ Acorn acknowledges the customer's complaint regarding scratching noises made by the stairlift and the wait time for service. Over time dust will become trapped between the surface of the rail and rollers inside the carriage. In turn, due to a buildup of dust, "black marks" may start to appear on the rail. Acorn suggests cleaning the rail with a microfiber cloth periodically to prevent a buildup of dust inside the carriage assembly. As with all mechanical devices, a moderate amount of noise is reasonably expected. When the stairlift docks onto the charging station, it will emit a slight noise due to a metal-on-metal design which is necessary to provide adequate power to charge the stairlift. Acorn is working to rebuild its service teams following a reduction in force related to the pandemic and regrets the delay in scheduling service. Consumer Response /* (3000, 7, 2021/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's brand new unit was installed in June. The sales person, took measurements for my mom and told us chair will be designed for her. Those measurements will help with the right chair configuration and ensure it is safe for her and drives well on the rail. The person who installed the chair, told us there is no such chair measurements and don't know what was told by the sales person. We complained about discomfort while riding and both my parents feel "falling forward" while riding. Also I have no doubt in my mind, it's design deficiency why the chair scrapes against rail when it moves back and forth. In a years time, after our 1st years, I have a feeling due to the improper design, the chain or other parts will start fail. I asked Sales person and also technician about maintenance plan and I was told to wait until one year completion. They said, someone will call from office and explain annual maintenance cost. Trust me, these guys are not telling truth and my concern is my parents may fall and injure if the chair breaks. The rubbing against rail is not a good sign and it will break and really worried. I am sure, there should be some history of repairs and complains and unfortunately I don't know. Coming to their support system really bad and always busy. I have a suspicion, the chair design is not right and it will not last long. Business Response /* (4000, 9, 2021/09/20) */ Acorn reiterates its original response and adds that the Installation Manager has spoken to the customer and addressed his concerns. A courtesy extension has been added to the customers warranty. Consumer Response /* (4200, 11, 2021/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yesterday, Turesday Sept 21st Nathan G***** (Operations Manager) called. I explained step by step from Salesman, Equipment Purchase and Support issues. I explained what was told by the Salesman (sizing chair to my mom's measurements), which is no more truth and there is nothing like sizing a chair instead they have only one piece of chair configuration. The tech, who installed the chair made a mistake and was angry redoing the work. In the process punched more holes to the stairs and did not record our statement expressing disconnect with what we were told by the salesman. It's brand new installation and dust accumulation for scratching the rail is not a reliable explanation. I told Mr. G*****, this scratching the rail surface is due to the faulty chair / rail design, and will cause severe wear and tear result in high cost repairs. Mr. G***** agreed to extend base warranty from one year to additional six months at no cost and observe. Mr. G***** also suggested to add extra legs to support rail and I suggested, since you have extended warranty, let's wait and see not punch more holes to the stairs. I also asked, have the installation work checked by someone other than who installed. Then we would know what's wrong (equipment or installation). When chair moves on a rail, it should move frictionless, if not it will scratch the rail surface. This is basic Engineering 101. Lastly I explained about support calls and it's a total disaster. After spending 13K+, started to reach out Acorn support from week 2nd and did not get anywhere, ended up reaching out to BBB for help. For the record, this unit either severe design deficiencies or chair not installed on the rail correct (one or both), and blaming dust is ridiculous response. Why should I (customer) have such a painful experience? I also asked about maintenance plan, and first time I heard there is one with one, two and three stars service and Mr. G***** promised will share by mail. I am waiting to see that document. My biggest concern is, someone other than Acorn should look at the unit design and installation and certify because, if it's not done right and we ignore there is a potential accident (my parents may fall/slip) and I will hold Acorn responsible. This is an opportunity to have this unit checked and installation work checked, and rectify to prevent such accident. In my mind, this unit is not a stable one and scratching rail surface should be seriously looked at by qualified engineers (outside Acorn).

*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. ↩