ComplaintsforAmeriGlide Distributing 2019, Inc.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an Elite elevator installed in August of 2020 for my home to accommodate a disabled family member. The elevator is no longer working and I have contacted Ameriglide to have the elevator serviced. I contacted Ameriglide ******* in April and was told that they no longer service elevators that they sold and installed. I then emailed the ** of Sales and was given the name of a service person who could help. After 3 months, Ameriglide has yet to send anyone to fix the elevator. I've contacted the manufacturer of the elevator and they tell me that Ameriglide is liable for all service on an elevator that they originally installed.

  Business response

  06/28/2023

  We apologize for any inconvenience you are experiencing.  We will have our customer service team reach out to see if we can schedule you for repairs.  

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My elderly mom purchased the Rav2 stairlift in summer 2021. We live in same home and it was installed by the company in our home. The unit no longer works. After much difficulty determining who to call for the warranty service, finally spoke to a rep at ****** who quoted a price for technician to come and service. I called ******* on May 16, 2023 and on May 26, 2023 stating we want to have unit repaired. No one has returned my call. My mother is 88-years-old and needs to use this stair lift daily due to back issues and arthritis problems. How can we get the company to respond and repair the chair? Thank you.

  Business response

  06/12/2023

  Our customer service department will be reaching out today to facilitate a repair.  Thank you for reaching out

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ameriglide deducted money from my credit card without approval. They knew they were not supposed to deduct the money from the account because after they deducted the money they didn't send a quote or any other documentation or receipt until after the item arrived at doorstep. The items have been returned in full but the company refuses to return the funds they deducted from my account without my approval.

  Business response

  05/30/2023

  We apologize for all confusion regarding the purchase of your stair lift.  After your son purchased the stair lift it was brought to our attention that he had used the customers credit card without approval.  We have been trying to refund the credit card on file but it appears the credit card has been cancelled.  Please contact our customer service team so that we can properly refund the customer.   **************

• Initial Complaint

  03/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My mom purchased a stair lift ..it was delivered 9 days ago..the sales person told us the installer would track our package and the day it arrived the installer would contact usits been 9 days and no one contacted us..I have called ameriglide and I get the run around..my sales person was *****************************..we want the stair lift installed asap as promised and we paid for installation.

  Business response

  03/20/2023

  We have been informed by installation company that they should be scheduled this week 3/20.  Sorry for any delays

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ordered a curved stairlift from Ameriglide on September 14th of 2022. We are a small remodeling contractor that serves the needs of Senior citizens and disabled individuals in the Chicagoland area. So this lift is for a customer. Being a custom stairlift, they require it to be paid in full up front. So we charged our customer a order deposit, and purchased the lift in full on September 14th 2022. The order total was $9, 97.00. We completed our digital measurements with much difficulty due to Ameriglide sending the wrong material in the measure kit. We had to measure twice (prolonging the order process) . Once we finally got this completed and sent in, we thought we were just waiting for the lift to be produced. They has told me approx **** weeks from the time they get the measurements. It got a little fishy when I was asking for a update on delivery times early January. The representative that I ordered from was no longer with the company, and the other representative that I was communicating with about the measurements and drawing was not returning my phone calls or emails. Since January, I have spoken and emailed with several individuals from Ameriglide. They were supposed to be working on tracking down the order, but I never get a response back. Last I was told was they gave all the information to their supervisor. I even reached out to the director of operations, but still get no response. My client is a very large Nationwide Not-For-Profit. The end user is a disabled individual that needs this lift to enhance her life. I have simply asked for a refund to my corporate credit card several times, but again, no responses.

  Business response

  03/15/2023

  We have initiated a return of funds to customer.  

• Initial Complaint

  11/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In February of 2022 we purchased a Victorian ODE and paid in full $16,495 to Ameriglide including delivery fees . After waiting 7 months and hearing many... many excuses, ( of which correspondence we have electronic copies) , we finally received an incomplete shipment on Sept 27th . A second and still incomplete shipment was received Oct. 7th or 8th . Missing parts that we know are missing from supplied drawings are 2 heavy duty L shaped Brackets and their mounting hardware. We also asked for assembly instructions and a complete parts list so we can ascertain if we do in fact have all the parts . They have promised to supply these items and now we are at the point where they have stopped email conversation with us They are not answering our emails or returning phone calls left on answering machines . We did not want to involve you , but now we can see that we have run out of options . If they do not provide all the parts , the assembly and operation manual , the parts list , then we want a complete refund of our money and they are responsible to come and pick up the elevator . Please respond with whatever options we have . Thank you ****** *** ******* **** , ****** WA.

  Business response

  11/21/2022

  Mr ***** parts have shipped.  Purolator #***********.  We apologize for all delays

• Initial Complaint

  11/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Ameriglide installed 2 stairlifts in my home. One worked fine, the other did not. After several weeks and requests, the installer from finally came out. He could not fix it. Said it needed a part. I called the installation company and was informed they were waiting on Ameriglide. Please note both the installation company, DelStal and Ameriglide are in Raleigh and I am in ***  I called ***** at Ameriglide and told him what DelStahl had just told me. His reply? “I guess I better start reading my emails”. ***** called me back and said he would have the part sent directly from Ameriglide. DelStahl called me and Ameriglide had finally sent the warranty info to the manufacturer and that they would be sending the part out in a few days. This was early October. I have called both Ameriglide and DelStahl every week. They blame each other and take no responsibility for anything. They actually forget what they have previously told me. Meanwhile I am trapped in my house. I am riddled with arthritis and have trouble walking which I need a stairlift to use stairways. PLEASE HELP ME

• Initial Complaint

  10/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a Hercules 750 Lift from Amerglide. I cannot get service or anyone to return my call. My 86 year old Mother cannot do sees and I purchased this for the comfort of her being able to get to the basement so she can drive herself to Church. I have tried for two weeks to get the lift service. All, I am getting is lip service from them. They give me phone numbers that isn't even in service. I want a service tech on sight or return the lift at the expense of Amerglide and no restocking fee since they say on their greeting 110% Guarantee.

  Business response

  10/13/2022

  The verticle platform lift purchased from customer was purchased without any installation.  The customer is assuming the installation.  It appears in this situation the customer did not install the unit correctly.  Ameriglide clearly states we do not have warranty on labor or service.  We will support the customer by setting up an appointment with our tech support and they can trouble shoot directly with the customer.  Also we will honor all warranties on parts.  

• Initial Complaint

  10/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a UP stairlift through sales Rep ****** ********* The stairlift was paid in full for 10,000 dollars. The stairlift was installed at the end of June 2022. The technician who put the stairlift in was great and knowledgeable. However, the chair constantly beeps even though it is in end-of-track mode. We checked the wires and made sure all was connected. In addition, the chair as it moves up and down the track is ridiculously slow and actually gets stuck on the track and stops and won't restart causing my mom to have to get off and try to walk up or down the stairs. When sitting on the chair it feels like it leans too far forward and the footrest can drag on the ground. I emailed ****** our sales rep to find out he left the company. I then called the number on the website and was transferred to a "tech' three times each time disconnected. The fourth time the rep stated they didn't service the "UP" chair and to call back to the sales number. I called back and they sent me to a tech who was unable to even find my file because they were having a hard time finding ******** paperwork from his clients. Seriously? I spend 10,000 dollars just 2 months ago but you cannot find me? I then reached another tech who was amazing and offered no excuse but stated that the type of chair is new and no one has been trained on it. The tech couldn't offer me a direct service department line because they do not have one! So they sell chairs they know nothing about and have no service department to service them as well! I was told that he would try his best to get someone to help me and call me back. Huh?OMG, what kind of company is this? No service department, they do not know about their product, and they have no idea who can help me. I am not impressed with the product either it seems like it is really slow and going to fall off the track at any moment as it wobbles back and forward. No response as of yet from the company.

  Business response

  10/03/2022

  We have two technicians scheduled to travel to residents 10/6 Thursday.  Techs will be calling to schedule the time.  

  Customer response

  11/14/2022

  
  Complaint: ********
  
  I am rejecting this response because: This is my second complaint. We contacted Ameriglide in May asking for a chairlift to be placed in my home for my elderly parents moving in July of 2022. They took my money, came and put it in, and vanished. The chair does not work, beeps all the time regardless of what you do, and the chair gets stuck in transition and refuses to go. My mom had to crawl up the stairs during the night because she came down for a glass of water and the chair refused to go up all the way. My dad got stuck at the top of the stairs and was unable to get out because it was at the point of tilting to go down and was in between stairs. I called and talked to their Rep ***** who was gracious enough to come out and stated it needed adjusting because it was tilting forward, and needed everything tightened down. Less than 2 months later the chair again isn't working and has left my parents mid-stair. This unit is a piece of junk and I would like someone to come out and replace it or give us our money back. Good luck trying to get a person to complain to either as all they have is a sales number. Oh and do not forget they also will tell you they do not repair nationwide only sell them nationwide. My parents are not mobile and will end up falling down the stairs to their death with this thing. I paid 10,000 for this chairlift and expect better quality than this.
  
  Sincerely,
  
  ****** *****

  Business response

  11/21/2022

  We will be replacing the unit.  Our Director will be reaching out shortly to schedule removal and replacement.  We apologize for any and all inconveniences. 

  Customer response

  11/22/2022

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

  Customer response

  04/10/2023

   
  Complaint: 18159276
  
  I am rejecting this response because:This is my third filed complaint. The company agreed to replace the unit and came in November and removed the unit that no longer worked. They then stated they would send someone out to measure the stairs. Noone came. Then in February, someone came to measure. Then Crickets. After dozens of texts, phone calls, emails, and millions of excuses the chairlift was delivered with a different model 3 weeks ago. one week later after much prodding, a tech named ***** showed up to install the unit. So 6 months after the removal of the faulty chairlift they finally replace it. However, during installation it was discovered it needed to be programmed (arrived broken). The installer quit mid-install and said ***** would come in the morning to finish the installation. ***** never showed. I called; was told the stairlift is from ******* and tech support is from ****** and they need to coordinate tech support with the technician.2 weeks to the date no calls, no technician, and no completion of the product. I have emailed and called a dozen times and been told the same thing, but no new info. or installation time. We sit again with no answers, no help,no installation, and half a chairlift not even fully installed. We got this lift for my dad last July because he was very ill and couldn't take stairs and is 82. Now my dad is on hospice and has sat looking out the window upstairs for the last 6 months and asks daily about his stairlift. He wants to go outside and be able to visit with family before he dies. I have conveyed the importance of the chairlift to the rep and the company as well as the installer.Nothing.My dad has been given about a month and still no chairlift. This company takes no accountability for their actions, doesn't give a rip about families or circumstances, and they have no accountability for their failures.My dad will most likely die without being able to get downstairs or go outside because these inconsiderate people do not care at all.I feel sorry for my dad.
  
  Sincerely,
  
  ***********************

  Business response

  04/10/2023

  The new unit is expected to arrive and be installed this week of 4/10

• Initial Complaint

  09/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My 93 year old mother has an Ameriglide stairlift that was installed 2 years ago. She has mobility issues, as well as congestive heart failure. She is limited to the first floor of her house, and needed the stair lift to access the second floor bathroom for showering. Over 1 month ago, the stairlift stopped working. We called Ameriglde, and were given a number to a 3rd party service that they use for repairs. The name of that company is *******. My sister called right away, and was told that someone would call back to make a service appointment. Well, a couple of days went by, and no call back. I was at my mother's visiting, and decided to call back to see what the delay was. I left a voicemail, and someone did finally call back quickly. They said that in order to even schedule an appointment, they would need $270 up front. My mother did not feel comfortable in doing so, and so she wanted me to give her my phone so that she could let the customer service rep aware of that. She said she would not pay that money until she had a date and time for service. The rep at ******* hung up on my mother. Totally unaccepatable, and an extreme case of elder abuse! I called back, and someone else answered the phone, and I asked this rep the name of the person who hung up on my mother, so that I could report them. Well, that rep hung up on me! It has been well over a month since my mother has been without her stairlift. One of my brother's and my other sister have all called numerous times, with a promise that someone would be calling back to schedule an appointment. My sister has had an email exchange with one of the customer service reps at Ameriglide, named *******. She basically emailed my sister the other day, explaining that the reason we have not received a call back, is that I, as well as my mother, were being difficult. So untrue! ******* should have made things right with us, and instead, failed miserably. Customer should always be right! Period!!!!! Poorly run business!!

  Business response

  10/12/2022

  ******* is the national service company for ameriglide.  Labor and service is not covered by Ameriglides warranty and is clearly stated.  The customer would need to reach out to ******* to set up service.  We have directed this complaint to them on the customers behalf.  Unfortunately customer would have to pay the labor.  

*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. ↩