ComplaintsforAcorn Stairlifts, Inc.

• Initial Complaint

  08/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had an Acorn Stair installed four years ago after I had spinal surgery. I couldn't go upstairs and this was our solution adding a stairlift. We receive a call each year to reup our service fee which insures that if we have an issue, they will come to our home and repair it. It also includes a once a year inspection to make certain that everything is in working order and that no parts are wearing out. We paid with a check and scheduled the appointment for August 3 between the hours of 8a.m. and 3 p.m. No one ever showed up or called to reschedule. I tried calling their number and no one every answered . They have our money but we have gotten no service or answer.

  Business response

  09/01/2021

  Business Response /* (1000, 5, 2021/08/23) */ Acorn Stairlifts acknowledges the customer's complaint regarding difficulties with scheduling an Annual Inspection (AI). Upon receipt of the complaint, an Acorn representative reviewed the customer's account to verify the status of the scheduled AI and provide the next available appointment to address the customer's concerns. A scheduling agent reached out to confirm a new date and time for the AI, which was completed on August 19th, 2021 to the satisfaction of the customer. Acorn Stairlifts regrets any miscommunication which may have delayed the date of service. Consumer Response /* (2000, 7, 2021/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) There was no difficulty in scheduling the appointment it was that it was scheduled and not kept the first time. And as I said in my original complaint, there was no call to inform me that they were not going to come. With the rescheduled appointment with Acorn chairlift I had a very prompt appointment and the everything went smoothly that day. I am very appreciative that this issue was resolved.

• Initial Complaint

  07/31/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company represented to me at that if the chairlift ever became inoperable they wouldn't leave us stranded. They would send someone in an emergencyto do repairs. The oppisite happened. We could not operate the chair to navigate our stairs and it was incessantly loudly beeping. We were told they wouldn't come out for until Aug 12. It is July 31 today. About the loud warning beeping ,the key won't turn it off pulling the plug from the wall won't stop it. He tells me there is nothing he can do. I ask isn't there a wire I can pull? He says he can't tell me that if I pull a wire If I damage the wires I'm responsible. He Tells us just to listen to this beeping there is nothing he can do. I asked for a supervisor,it was him. I asked who I could complain to it was him I asked for whoever was the next tier in the organization and I never gor him to give me a number or anyone else to contact or call.

  Business response

  09/01/2021

  Business Response /* (1000, 5, 2021/08/13) */ Acorn Stairlifts acknowledges the customers concerns with trying to schedule a timely service appointment. The customer reported issues with her stairlift on July 31st and at that time the customer was provided with the first available service appointment date. Additionally, during that call, the customer care representative offered to provide troubleshooting assistance and instructions on how to lower the volume of the safety alert beep. Upon receipt of this complaint an Acorn representative did review our upcoming schedule and was able to arrange an earlier appointment as requested by the customer. A certified Acorn technician completed a service appointment at the customer's residence on August 4th and the stairlift was returned to full functionality. Acorn apologizes for any inconvenience the delay in service may have caused the customer and as such Acorn would like to extend the customer's current Annual Service Agreement (ASA) for an additional 3 months for no extra cost.

• Initial Complaint

  07/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son recently worked with Acorn Stairlifts to install 2 sets of chair lifts in my split foyer home while I was away in the hospital. On the lower level, the rail for the chair lift blocks my primary means of exiting my home. It is equipped with a hinge to raise and lower it, but I am not capable of repeatedly doing this. I need the chair lift company to come and move the rail to the other side of the stairs so that I can get out of my home safely. I understand that it will cost more money and am willing to pay whatever it costs, but whenever I call I get put me on hold, which always goes to voicemail after a period of time, and they never return the messages that are left. I need them to send someone to my house to replace the rail with a non-hinge rail, and move it to the other side of my staircase.

  Business response

  08/16/2021

  Business Response /* (1000, 5, 2021/08/04) */ Acorn Stairlifts apologizes for any difficulties the customer had in scheduling an appointment to reconfigure his stairlift. Upon the receipt of this complaint our team reviewed the customer's account and found that a customer care representative had already reached out to the customer to discuss options of reinstallation before this notice was received. A service appointment was completed on Aug. 2nd and the customer's starilift was relocated as requested.

• Initial Complaint

  07/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a stairlift for my parents home in early 2020. We purchased an 3 year extended service warranty coverage. We were promised 24 hour response from Acorn that they would never be more than 24 hours without their stairlift. The lift broke July 1 and their earliest response was July 16. They will not answer their 24 hour service line or return messages left on it. My Dad is 89 with two strokes and my mother fell and broke her back and they had to call the fire department to get down to their main level and are sleeping on couches because they can not get to their bedroom.

  Business response

  08/13/2021

  Business Response /* (1000, 5, 2021/07/27) */ Acorn Stairlifts acknowledges the customers concerns with trying to schedule a timely service appointment. As stated in the terms and conditions of our Annual Service Agreement (ASA), Acorn does provide "Priority Breakdown Assistance" for our customers, however "response times and times for scheduled visits are not guaranteed..." Acorn does make every effort to schedule service appointments as soon as possible. Unfortunately, at this time service appointments are being scheduled out further than they have been in years prior as Acorn is still trying to recover from the effects of having to furlough much of our workforce during the pandemic in order to maintain the viability of the company. Like many businesses, Acorn is struggling to recruit employees, which is impacting our response times. A certified Acorn technician did complete a service appointment at the customer's residence as scheduled and the stairlift was returned to full functionality. Acorn apologizes for any inconvenience the delay in service may have caused the customer. It should be noted that Acorn does not offer 3 year extended service warranties. The customer purchased a 3* Annual Service Agreement.

• Initial Complaint

  07/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Acorn Friday July 2 to report problems with the stair lift. Called back July 4, called back July 6 and was told they couldn't repair my lift until July 21. The service has been continuity getting worse, when they started there were a lot of problems and service was preformed in 72 hours now it takes 2 to 3 weeks. The lift was installed as part of a remodel done by the VA.

  Business response

  07/22/2021

  Business Response /* (1000, 5, 2021/07/19) */ Acorn Stairlifts acknowledges the customers concerns with trying to schedule a timely service appointment. Unfortunately, Acorn is still trying to recover from the effects of having to furlough much of our workforce during the pandemic in order to maintain the viability of the company. Like many businesses at this time, Acorn is struggling to recruit employees. Additionally, the technician in the customer's area was absent due to an injury. However, our scheduling team was able to adjust technicians' schedules and offer an earlier appointment. A certified Acorn technician completed a service appointment at the customer's residence and the stairlift was returned to full functionality. Consumer Response /* (2000, 7, 2021/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) it appears to me that the complaint got them to service the lift quicker

*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. ↩