Complaints
This profile includes complaints for Stannah Stairlifts, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:12/04/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On October 16, 2019, we purchased a Stannah Chairlift for our two-story townhome, Model # *** (Invoice 1248, $ ***** paid-in-full) directly to the company. Stannah recommended and installed model # *** When the original service agreement expired, On October 26, On October 6th of this year, in accordance with our Service Agreement with Stannah, we requested that our chairlift be serviced. Two days after the service technicians completed the service on October 8, 2023, the chair stopped functioning. On October 17, one of the service technicians returned to our residence with one part but was unable to get the chair to work stating that they didnt have the right part in any of their warehouses, that they would get it in ********Both my husband and I need the chairlift. I am 79 years of age, and my husband is 86. I have had both knees replaced and have a fracture in my lower back with a collapsed vertebrae. I also suffer from Osteoporosis.In spite of numerous phone calls to Stannah Chairlifts, there has been no response, and the chairlift is thus still not functioning.
Business Response
Date: 06/04/2024
******'s stairlift was fixed and the problem resolved on Jan 3, 2024 and we currently have good relations with this customer.Customer Answer
Date: 06/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
Date:10/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In November 2021, my mother purchased a stairlift from Stannah, which came with a buyback program. The policy stated that if she returned it within 1 year of purchase, Stannah would refund $1000. My father passed away on September 25, 2022, and we called Stannah 2 days later to set up removal of the stairlift and to get the refund. They told us that the policy changed in June and that the refund would be only $500.Business Response
Date: 10/12/2022
Hello,
We understand your frustration with the limitations of our buyback policy, but unfortunately we have recently had to reevaluate what we can continue to offer while still covering our operating costs. We are sorry for the effect this change has had on you. While we wish we could offer more, Stannah is still one of the few companies that offers a buyback.
Sincerely,
The Stannah Team
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