ComplaintsforAcorn Stairlifts, Inc.

• 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,
  
  *********************

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am 72 years old with severe heart problem cannot do stairs without chest pain. I spent $3,100.00 for stair lift from Acorn Stairlifts on 9-7-2022. It is cracked and not working properly I called in November and they said first appointment February now they canceled and said we have no idea when we can come. I tried calling 3 times talk to manager but they put you on hold then hang up. I on fixed income and we cannot move to one floor this condo has 2 set of steps without chair lift working I cannot get to bathroom or bedroom. I am very upset going into hospital again on March 4 for my heart for another procedure without chairlift I cannot function. This money is a lot for us on fix income and cannot afford to buy another stairlift were very distraught. Please help Acorn phone number is ************ in ******* *******.

  Business response

  03/04/2024

  Acorns technician arrived to service the stairlift and found that a s**** had been broken. Repairs were made and the annual inspection was completed on February 29, 2024. The stairlift is running to specifications. We appreciate the customers dedication.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My one-year anniversary date for purchase of our stairlift was January 2024. I am entitled for a free maintenance visit during the first year. This has not been provided. In addition, I was sold a maintenance agreement for Year 2. I scheduled a service visit for February 19 (tomorrow). I was just notified today that this visit has been rescheduled for March 19, a month from now. This delay constitutes a failure to provide timely service pursuant to my original warranty and my existing service agreement. The service, for which I paid over $900, will not be provided until 25% of the contract period has expired. I would expect a more timely service date and an extension of my service agreement to a date one year beyond provision of service.

  Business response

  03/04/2024

  Acorn apologizes for the delays in scheduling the customers service. The annual inspection was completed on February 29, 2024 and the stairlift is running to specifications. We appreciate the customers dedication.

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Acorn installed a stairlift on 10/31/23 for my 103-year old father. It was never usable because the doorknob on the front door prevented the ramp from descending properly. We had another Acorn employee visit on Feb 1, 2024. They agreed it was improperly installed and that the staircase was too narrow for their equipment. Acorn will not give us a refund. And, they will charge us to have it removed. They will not return our phone calls.

  Business response

  03/04/2024

  We arranged a visit with the customer for March 5,  2024 and also discussed the details of a refund with the customer. We were able to come to an amicable agreement.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/14 I had a service technician come out for my stairlift. He replaced a year old osg part. It's a year old. He showed me the grooves in it. I called this morning and spoke to **** about some kind of break on this part pro rated. No dice. He only tried to sell me an expensive policy. I do not feel a year old part should be bad. It's 350. For a service call and I feel they just was charging what they can.

  Business response

  02/28/2024

  Acorn agrees that the customer is due a refund on the part that was replaced. A check was mailed out to the customer on 2/27/24. We appreciate the customers patience in the matter. 

  Customer response

  03/01/2024

  When I receive check I will close complaint.

  Customer response

  03/07/2024

   
  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

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, my name is *******************************. I am writing because I am having an issue with Acorn Stairlift. My father had terminal cancer and was in and out of the hospital for just about two years. Towards the end he started to lose use of his legs and was having difficulty going up and down the stairs. After one of his most recent releases from the hospital he was limited to the first floor of the house unable to make it upstairs to his bedroom. My mother was very stressed and not really of sound mind and tried to solve this problem. She called Acorn Stairlift because she thought that that would help aid in his recovery. She made a rash decision and agreed to the first company she saw on the internet. After her children found out we told them not to allow signing of any contract without one of us present. They came when we were unable to be there and had her sign a contract. Before the lift was installed his son and son-in-law were able to carry him up to his bedroom. Three days later the lift was installed and not even a week after that we had to call an ambulance to take him back to the hospital. At the end of that hospital stay he was transported back home by ambulance and brought to his room by paramedics where he was put in hospice.After hearing how expensive this lift was I contacted the salesman to ask about a payment plan or an option for a prescription. I was told by him that neither was an option and that if I wanted I could open up a new credit card to put the balance on there. That would??ve been nice to know before they requested payment in full the day of installation, when the credit card took at least one week for approval. After my father passed away, not even a month after installation, I tried to contact Acorn about a possible refund or even partial refund seeing as we had the lift for about a month and it wasn't used. Acorn never returned my calls. My sister finally reached someone and was told we should donate the $12,000 piece of equipment to a charity. My mother spent her entire savings just hoping she could help her husband of 50 years. She was not in the right mental space to make that decision, she just was trying to do anything to help him. I contacted her bank to see about canceling the check, and was told it was cashed so it was too late. I did however find out that the check she made out to the company was dated 10/18/73. That just goes to show what kind of head space she was in. After finding this out I did a little research and found that any check dated after 6 months usually cannot be cashed. This check was dated more than 50 years prior. She was never contacted by the company or the bank to see if this ??50 year old? check for $11,839.79 was actually legit.My father was a ******* Police officer for nearly 35 years. My mother was a ********************* teacher for nearly 40 years. I've been a member of ************ for 32 years, and my husband has also been a member of ************ for 18 years and a Teamster for 3 years. I Campaigned for the governor in his last election and was invited to the inauguration. All I??m asking for is a little help. I've contacted the BBB who told me to call the ************************** I've contacted the **** who told me to call the *******************************************, and I've contacted the governor's office. I understand that a complete refund isn't reasonable. However, with labor costs and other fees aside, I believe that a large portion of the $12,000 piece of never used equipment is reasonable. Please, all I??m asking for is some help with this situation. We just lost our father to a long hard fight with cancer and feel we were taken advantage of in a time of weakness.

  Business response

  03/08/2024

  Acorn assists many families through the transition of their loved ones and are extremely sympathetic in each case. We received an inquiry from our customer, the mother, on 12/13/2023 regarding purchasing our equipment, which stated they were referred to Acorn by their neighbor ********** husband and wife expressed an imminent need for the stairlift as the husband was using a ****** and not able to climb the stairs. We were able to arrange an appointment to install the stairlift for 12/18/2023. The mother paid a deposit on 12/13/23.  On 12/15/2023, 2 days after the mother paid the deposit, the customers daughter called to inquire about a payment plan for the remaining balance. She called once regarding insurance, and then a second call was made to inquire about payment plans. At that time, we were not made aware of any stress or inabilities to make decisions regarding the purchase of the stairlift. On 12/18/2023 the stairlift was installed and a demonstration was shown to both the mother and the father. We did not receive any communications from the family regarding the equipment until 1/31/2024, which was 9 days after the customers husband passed away. Since then, we have been contacted numerous times requesting a refund from both the daughter and daughter-in-law of the customer. This complaint was filed by the daughter-in-law. Each time, they were told that we are not in the practice of taking equipment back when a user becomes deceased. After a few attempts at getting a refund due to the father not using the stairlift as a result of death, the customers daughter then implied that her mother solely made the decision to purchase the stairlift under stress and that the check was written with a stale check date. However, the customers bank honored the payment. In a final attempt to retrieve the funds paid for the stairlift to be placed back in the users estate, the bank was pursued to reverse the transaction back to the customers account after two months. We are exploring the necessary avenue to take in resolving this matter directly with the customer. To date, the customer herself has not contacted us since the equipment was installed. 

*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. ↩