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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 4-25-23 my old stairlift was removed and a new one was installed at my residence. I needed help to get into the seat and said this would not work.. The next day, 4-26-23, the company removed it and installed another. This seat is worse that the first and I still need help to get on it. I called that night to complain, no one called back. No one returned my call on 4-27-23. I called today 4-28-23 and was told that the owner, *****************************, said there was nothing that could be done. This company was contracted by the *********************** located at Coatesville PA to install this device as I am a veteran who in wheelchair and 76 years old. The VA has also been informed of this problem.Business response
05/02/2023
I am the owner of Stair Ride Company, ***************************** is a very experienced employee. Stair Ride Company serves several thousand veterans in the greater Philadelphia area and many thousands more non-VA customers.
Stairlifts are largely standard items regardless of the brand. On occasion an individuals body type or disability may make not allow him to safely use a stairlift. It is my impression that, unfortunately, this is exactly the situation here.
Customer response
05/18/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
Regards,
*********************
On May 2nd the lift stopped and i was stuck for 2 hours at the top of my stairs. **** did show up to fix the problem-the foot rest and said he would work on making a foot rest that would cover a larger area. No new foot rest has arrived as to date.Jack new from the beginning as to how i got on and off the stair lift. I guess they don't have an ADA seat or one that would require you to transfer into from a wheelchair.
The seat structure makes it difficult to get on. In the past I have made adjustments to seats given me. But, this one is very difficult to work with.
Business response
06/21/2023
Stair Ride has been diligently working with the customer and his prosthetics representative at the ** Medical Center. The ** has recently approved installing different equipment which will be procured, prepared and installed shortly.
I
Customer response
06/27/2023
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.