ComplaintsforAmeriGlide Distributing 2019, Inc.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. Transaction Date: May 29th, 2024. 2.Delivery of Product, June 15th.3. Earliest Install date provided: June 29th.4. On July 2, I called the company because I couldnt get Stair Lift to operate. It was explained to me that buttons on product are in reverse order. I accepted the explanation.5. July 3, I called SalesRep and told him that my 93-year old Mother almost toppled out of the chair at the top of 15 flight staircase. The chair suddenly tilted and luckily my brother was there and caught her. He immediately told me that was an issue for the install division of the co.6. My brother then tried the chair to see if that would happen again. It did. This time we took precautions and made sure someone was there to stop him from falling out.7. At that time, I called the installer ********************* and he statedThat's what the chair does. He also stated that if I called the company they will pay for him to return to my house. He also stated that he is the only installer in the State of *******, and that he only works on weekends. 8. I waited until July 9th due to Holiday weekend, called company, spoke with *****. She said someone would call me that day. I told ***** that due to a faulty product and lack of service from her company that I would like a total refund. She said not to worry that I was within my refund period. No one ever returned my call.9. Called twice on July 12 at 2:00 pm and 4:00 pm and left detailed msgs. No one ever returned my call.10. Called July 19th and spoke with Ebony. I explained all issues. I told her that due to lack of any responses and having a faulty product with no services rendered, that I would like a total refund. She then stated that its a 5 day (from day I received product) refund policy. I asked her how can that be since they chose the delivery and install dates? I never signed anything with that verbiage.11. Mailed Certified Letter to them requesting a 100% refund.I am requesting the help of the BBB.

  Business response

  08/08/2024

  We are working on scheduling a return visit from the technician.  Expect a call shortly.   Thank you for your patience

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had been doing some research, so that we could have a stairlift installed at my church. Our church has two floors and when we have fellowships (food), unfortunately, some of our church members are not able to partake in these events. I had been talking to several different companies ;All the reps were courteous, but ***** from Ameriglide went above and beyond in his kindness and guaranteed that the stairlift could be installed by June 30th. I quickly realized that ***** was fibbing, so that he could get a sale. The stairlift was delivered on June 24th; I immediately email ***** from Ameriglide, and he responds with a number for the installation department. I call the installation department. I talk to a (unsure of spelling/pronunciation) ********/***** (not sure). I told her our stairlift had arrived the previous day, and we were needing installed as soon as possible. I told her ***** had given us a guarantee that the stairlift could be installed by the requested date. I said Respectfully, is there any way the stairlift be installed this week? ***** guaranteed that it could. She got so offended that I said that. I totally ruffled this womans feather because all the sudden she took a snarky tone with me. I did not want to argue with this woman; I just wanted to hang up and call ***** to see if he could do anything, so I just asked for her name, so I can keep track of everyone I talk to. She responded so horribly; this woman willingly demoted herself to the pettiest tone possible and said her name and for me to have a wonderful day. But, with sauce an immature tone. I was flabbergasted. Weve spent over $4000 and all of the sudden we get this type of customer service. I emailed ***** and no response. The stairlift was delivered on June 24, 2024. It is now July 5, 2024, and the stairlift still has not been installed. We still have not received a date for installation. I am so disappointed with the service from *********.

  Business response

  07/05/2024

  Thank you for your response.   Our team has been working day and night to find and locate your installer.   We have been trying to reach you directly to schedule the  install but it seems the calls are going directly to voicemail.   Is there another number you can be reached so we may schedule your installation?

• Initial Complaint

  06/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  September 2023 my partner ****, age 79, and I age 73, realized we were going to need an elevator in our three story home. We searched for a supplier and settled on AmeriGlide. We contacted a sales person, *******, and proceeded with the order. We paid $10,000 to get the process started. ******* requested that we send accurate measurements of the existing elevator shaft. I send measurement of width, diameter, and height. The height measurement was 33' 6". We were told that it would take three months to design and ship the elevator. In late December or early January I contacted ******* to determine progress. He said I had not completed the order form he sent in November. I searched records but could not find one. He sent the form to me with a drawing and requested that I pay the balance of approximately $9,750 to the company to begin the construction process. To save on shipping we drove to ******* in March, 2024. It was raining when we picked up the package. As soon as we arrived home we started the process of installing the elevator. Quickly we realized the elevator rails provided in the package were not long enough for our shaft. The rail measurements are 28' 7". We contacted ******* and was transferred to a Technician named ****. He said we signed the contract with the diagram attached and therefore we had to accept the elevator as it is or we could pay an additional cost for the needed rails. During this process we realized that the package did not include the necessary items such as a third story hall stop button to call the elevator to that floor. We complained that it was unfair of them to request additional money for parts we did not receive. During this process there were numerous failures to return calls from us or respond to emails in a timely fashion. We did finally agree to pay the difference and request that they send all parts necessary for the third story installation. With no response we contacted the main office five weeks ago. No response so far.

  Business response

  06/19/2024

  Thank you for your feedback on your purchase.  A customer care agent will be calling to get more details on your transaction so we may better assist you.

  Customer response

  06/19/2024

   
  Complaint: 21871038
  
  I am rejecting this response because:
  I have heard this many times from agents representing your company. My last email communication was with ******* after not hearing anything for two weeks. I contacted her again 11 days ago and was assured she would get back with me. Ive heard the same from **** and *******. No one gets back with me, its been months since this unfair situation began after picking up the elevator in ******* in March. You did not send the three story elevator I ordered and paid for. Give me a contact person other than those named above and a time to call. I dont want to wait more weeks for your contact. Give me someone with authority to solve this problem.
  Sincerely,
  
  *************************

  Business response

  07/11/2024

  ***************** thank you again.   Your parts have been ordered so your project can achieve 3 stories not 2.   These parts should ship the week of July 15th.   We apologize but these need to be fabricated and ordered.   We will be sending tracking information as soon as it becomes available from the manufacture.  

  Customer response

  07/12/2024

   
  Complaint: 21871038
  
  I am rejecting this response because: It's been five months since my concerns were voiced to AmeriGlide. Yesterday we again initiated a phone call to the corporate office. They took our card for the additional cost and the money has already been drafted from our account. We were told that parts would be shipped next week. Now we have another delay tactic with them saying the parts need to be made. They admit in their statement that they are sending the parts so we can have the three story elevator we ordered. 
  
  Sincerely,

  *************************

  Business response

  07/17/2024

  The tracking for your parts can be followed by using tracking 1ZC9526H6829305943 ***

  Customer response

  07/18/2024

   
  Complaint: 21871038
  
  I am rejecting this response because: *********** has not notified me of any tracking information. I checked the tracking number with *** tracking and they say the number does not exist. Just another delay technique.
  
  Sincerely,
  
  *************************

  Business response

  07/19/2024

  That is the *** tracking for your parts.  If you have any questions or more concerns please contact our customer service team.   Also please contact our customer service team if you would like a screen shot of your tracking

  Customer response

  07/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********: This time I checked with *** and the tracking number seems to be active and out for delivery. I tentatively accept the business response. I cannot fully accept the response until the package arrives and I know that all parts were sent.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 1st, 2024 I became aware of this company only by seeing 3 withdrawals in my bank statement, in a row with phone numbers : ************ (contacted same day, told all ******** canceled, but ******** stayed). Next ************ &************. These numbers refused to talk visiously, hung up , made future calls impossible (code needed).

  Business response

  06/10/2024

  Thank you for reaching out.   We will be having one of our customer care specialists reach out directly to help you resolve this issue.   Internally we were unable to locate the charges so may need some more information to ensure you get the proper credit.   We would also suggest reaching out to your bank directly for clarification.  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Im reaching out on behalf of my grandparents *********************************** My name is Sparkle. My grandma who is 88 years of age and I need your help. We purchased an outdoor stairlift chair from the company Ameriglide in ***************************************************************** ************ on January 3, 2024, installed on January 30, 2024. Upon installation, the technician notified me that the motor unit is not staying charged we are not able to use the equipment. This is a brand- new machine never being used. Upon contacting the company Ameriglide sent an email stating that I had to contact the manufacturer which is Bespoke in the ************** ****************. I did, however, explain to Ameriglide that I purchased this product from them, and I should not have to contact overseas to get assistance for a Product that I purchased through a third party. I also read the reviews on the Better Business Bureau after the fact, I noticed the complaints were similar to my complaint however not been resolved in a timely fashion (months) or resolved at all. My grandmother is disabled and cannot get out of the basement without this stairlift chair we paid $4134.60 which included shipping and installation. and now I cannot get the help that I need or talk to the necessary people to get the help that I need to get this either refund, replaced, or fixed in a timely matter. Also, there refund and return policy is only 5 days for refund however, you have to set up an appointment for installation and we didnt know there was a problem until well after the return policy date. Ameriglide is not taking accountability having the knowledge that there is a defect in the product they are ******.

  Business response

  02/26/2024

  We have received your request and a member of our customer service team will be reaching out directly to resolve.  We apologize for all and any delays in resolving this matter.

  Customer response

  02/26/2024

   
  Complaint: 21287594
  
  I am rejecting this response because: I have been contacted by someone already via text message  However there is a delay in communication and the issues has not been resolved. Beginning February 14, 2024  I was told from representative they were Communicating this forward and was  Working on getting a tech out with a service kit and some spare batteries. Will update you ASAP with more info as it becomes available today. Did not hear back again until  February 16th 2024 which  I was then told from representative. they were waiting for a technician From the manufacturer so make sure this issue is addressed correctly it should be resolved early next week at the latest. February 21, 2024 responds from representative Good morning. We shipped out a parts kit to the tech so they will have anything they made need to address your issue. They should be calling to set an appointment with you once they have that in their hands with more info as it becomes available todaytake the order and now waiting for the parts to be delivered to the technician in order to set up an appointment. I have not received a called. Today February 26, 2024 when I received the BBB responds from company to my complaint. I have not heard back on an appointment date from the technician as of yet.
  
  Sincerely,
  
  ***********************

  Business response

  03/04/2024

  The tech has not received the parts shipped from ******.  They will be reaching out shortly once received.   

  Customer response

  03/04/2024

   
  Complaint: 21287594
  
  I am rejecting this response because: There has not been any more communication concern this complaint until today. I think it was very convenient that I got a respond through the BBB today, after I contacted Ameriglide again via phone and email today. I will continue to reject until the situation is resolved. So that the line of communication stay relevant.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased by phone an Ameriglide Horizon Plus stairlift in September of 2022. I paid over $3000 for the unit, shipping, and install by Ameriglide. It didnt work for nearly 3 months after the installation and required new components. The technician struggled with getting it to work over several visits. I asked for a new unit but was denied. It stayed virtually unused until October of 2023 because my husband had regained his ability to walk. When we tested it because my stepfather with Alzheimers was coming to live with us It didnt work. I called Ameriglide to get it fixed again under warranty. They said they could no longer get parts and couldnt honor the warranty. They got me in touch with another companys technician by phone but the problem was too extensive for me to handle. The technician emailed Ameriglide and ccd me that Ameriglide needed to send someone out to repair it. Then Ameriglide said they were working on replacing it. Then they changed their minds and said the stairlift was under warranty but the labor costs were my responsibility and any parts I would have to procure. They would be willing to help me find a technician if one was in the area. They know this machine is defective but are unwilling to fulfill their warranty contract. The following is their email to me pawning off their responsibility and a copy of their online warranty for that product. It was never abused, incorrectly run, and my husband weighs 200 pounds.

  Business response

  12/11/2023

   Upon further review of her warranty we confirmed that labor costs, including service/diagnosis, is not part of the Horizon warranty.  The manufacturer has provided troubleshooting services directly with the customer and the manufacturer recommends a service ************ the unit for further diagnosis.  Any necessary parts will be provided directly by the Horizon, pending warranty approval from them

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spent over $20,000 for a dumbwaiter only to find out the company doesnt install it nor help you find someone to install it. Other companies that do install dumbwaiters were not willing to install someone elses product. So we had to figure out how to install it ourselves. It never worked correctly from the beginning and now after 3 months it doesnt work at all and no one is returning my calls or emails to get a technician here to fix it.

  Business response

  11/06/2023

  Thank you for reaching out to us.  Ameriglide will be more than happy to provide technical support for your situation.   If you would like please call us at  ****************.   Ameriglide will honor warranty for all of its parts.   

  Customer response

  11/08/2023

   
  Complaint: 20831749
  
  I am rejecting this response because:
  I have already tried to call several times and never get thru to anyone. Please have someone call me at ************ or email me at *************************************. 
  Sincerely,
  
  ***************************

  Business response

  11/08/2023

  Thank you for your information.   Our ************* team will be reaching out to you today

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a RAVE stair lift from Ameriglide in approximately 09/2020, that came with a 5-year warranty on all components and a 10-year warranty on the drive train. I purchased this lift from a ********************* (who no longer works for the company) who assured me that if there was ever anything wrong with the lift, that Ameriglide would repair it. This was important to me because the user can no longer use stairs and one of the major complaints of stair lift companies is lack of follow-through when/if the lift needs maintenance and/or repair. For about the last year, the chair started beeping intermittently (indicating an error message), but would stop beeping for long periods of time. Recently it has started beeping intermittently and will not stop (it beeps for about 30-seconds, stops for about 10-minutes and repeats this cycle over and over). I called Ameriglide, who then told me they don't service the chair and referred me to the manufacturer, Hamar. I called Hamar and they proceeded to tell me my lift chair was out of warranty, as the warranty is only for 3-years. I read them my warranty info directly from the Ameriglide Owners Manual which documents a 5-year warranty, yet they still insisted it was out of warranty. I have been back and forth with Ameriglide and Hamar for the past week trying to get this resolved. I even offered to send a copy of my owners manual where the warranty information is contained, but Ameriglide did not take me up on this offer. Today, I was given a different Warranty timeframe by Ameriglide changing it now for only 2-years, making my stair lift definitely out of warranty. I really do feel that Ameriglide is committing fraud by not honoring their warranty. The user is my *********** mother who must rely on the stair lift. Thus far it still works, but she is afraid to use it in fear it will break down mid stairway. I am hoping the BBB can intervene in this matter.

  Business response

  10/17/2023

  ***********,

        Ameriglide is looking into the information you have provided.   Ameriglide will be reaching out to you directly to resolve this matter.   We apologize for any confusion.  

  Customer response

  10/19/2023

   
  Complaint: 20740739
  
  I am rejecting this response because:
  Ameriglide has not contacted me as they told the BBB that they would. My lift chair is now inoperable leaving my 99 year old mother unable to access the home safely.
  Sincerely,
  
  *******************

  Business response

  10/24/2023

  The parts under warranty have been shipped via *** tracking 1ZXW72610341682557

  Customer response

  10/24/2023

   
  Complaint: 20740739
  
  I am rejecting this response because:
  Although I am in receipt of the parts that I am told will repair the stair lift. Diagnosis was done based on a phone conversations, which I dont have confidence in since it was based on my lay persons description of the problem. Additionally, the phone number given to me by Ameriglide for a company (Delstar) that is allegedly supposed to make the repair, goes to an extension that is unmanned. No company name or greeting. I have been calling this number since last week and even confirmed I had the right number with Ameriglide as I wasnt receiving any return calls. No return calls as of this writing.
  Sincerely,
  
  *******************

  Business response

  10/25/2023

  We are happy you have received the warranty parts.  We have communicated to the *************** the need for labor to repair the unit.  They will be reaching out shortly to handle the purchase of repair.  Delstal can be reached at ************ if you have any questions or concerns.  

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered placed and paid for on May 10. No guidance provided in measuring stairs even when I wanted to provide pictures of the stair case. As a result, not knowing or considering bottom of my stairs has a slight curve near bottom, lift system could not be installed. Lift system, still in original packing and unopened returned to Ameriglide. Advised Ameriglide and received a Return Authorization Request, which was signed and submitted back. The return authorization was for partial expenses of *******. I was charged restocking fee, shipping cost to and from. That was executed and submitted on May 26, 2023. No monies have been credited to my charge card.

  Business response

  09/25/2023

  Thank you for alerting us the refund has not been submitted.  We will be submitting today 9/25.  Expect the refund to be applied to card on file withing 3-5 business days.  

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Platinum stair lift in July 2021 from Ameriglide. Sales person assured us that service would always be available if we should ever need it. Retired military service vet, living in a two-story house, I rely on the lift to be able to live in my home. The chair has developed a charging problem. Called Ameriglide for a referral to a service person per their promise. Was told "We don't sell those anymore, this is not our problem, we don't know who you can get to fix it, perhaps call the manufacturer in ******* to help you." Basically go away and quit bothering us. Our promise to provide service means nothing to us. We just need someone to provide service so we can use the lift again.

  Business response

  08/17/2023

  Thank you for reaching out to us.  A customer service agent will be reaching out to you directly.  We will also work with possible dealers to see if we can get the parts needed for repair.

  Customer response

  08/17/2023

   
  Complaint: 20477325
  
  I am rejecting this response because: Company is unwilling/unable to provide any service despite their assurances to the contrary when we purchased the lift.
  
  Sincerely,
  
  *******************************

  This is the response I received from representative ***********************, who most interestingly sold us the stairlift with the promise that his company would always be available to service the unit!!

  *******************, 
  
  
  Thank you for reaching out to us about your Horizon stairlift.  We regret that we're unable to assist you with any parts or repair services you may need. The fact is we are unable to provide such services because we are unable to obtain parts from the manufacturer, Platinum, nor do we have service techs for Platinum products within the ****************.  This is a recent development which we regret we cannot overcome. 
  
  
  I appreciate your frustration, but we haven't any way to assist you with repairs or parts.  Ameriglide no longer sells the product nor do we have access to getting new parts from Platinum.
  
  
  We value all of our customers and wish them to be satisfied using our products.  We especially appreciate our veterans. If we could do more to assist you we would do so, however, we haven't any options. 
  
  
  We referred you directly to the manufacturer in hopes they would be able to assist.  That seems to have been an unsuccessful endeavor.  
  
  
  In response to your comments about reaching out to your State's *************************** and / or your local Congressman, I encourage you to do what you feel is necessary.  We encourage everyone to use the resources available to them whenever necessary.  For the record we haven't done anything wrong. Ameriglide has fulfilled its obligations associated with the sale of your Horizon stairlift. 
  
  
  Regards, 
  *********************;
  Director of Operations 
  Ameriglide 

  Business response

  08/18/2023

  Unfortunately we were unable to secure parts necessary

  Customer response

  08/18/2023

   
  Complaint: 20477325
  
  I am rejecting this response because:

  I was not requesting parts. I was merely asking for assistance in obtaining service for this unit which is conveniently 3 weeks out of warranty. I know that this company still has units in ******* that are under warranty and may need service so they are certainly aware of someone who can work on it. If not they are not in a position to honor their warranty which for a company that specializes in sales to the elderly would be serious indeed. They were happy to take thousands of dollars from us to purchase the unit, they should step up and honor their promise to service it.
  
  Sincerely,
  
  *******************************

  Business response

  08/18/2023

  We believe it would be highly unethical to charge to have a technician come out to the house and not be able to repair the product.  The technician along with our company has zero access to parts needed.  The manufacturer is no longer providing us with parts so that we can make repairs when needed.  We will continue to work on ways to accomplish this.  As of now, we no longer service the Horizon unit.  

  Customer response

  08/19/2023

   
  Complaint: 20477325
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  I paid this company a large amount of hard earned money and believed their assurances that they would always be available to service what they sold. They have clearly not lived up to their promises! Senior consumers beware!!

*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. ↩