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Acorn Stairlifts
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Acorn Stairlifts
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13 complaints
5 resolved 8 unresolved
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Acorn Stairlifts - Customer service

I am writing to complain about the lack of customer service and follow through with Acorn Stairlifts. My 90-year old father has one of your stairlifts and it is essential for him in order to be able to still live at home. He pays the $695 fee for an annual service check up. He paid for this in June 2021 and has had his service appointment cancelled 3 times on him. Evidently Acorn doesn't have someone in the area to service him. When he calls Acorn he gets the run around and people don't return his calls or he is put on hold and no one comes back on the line. At this point he'd like his money back. I am planning on taking this further, contacting the Better Business Bureau and may small claims court if necessary.

Desired outcome: Either get our money back or get a service person out here.

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J
2:05 pm

Acorn Stairlifts - Removal of Stairlift

We had a stairlift installed on Friday, 10/15. Though the installer showed my mom how it worked and such, it really does not fit in our apartment. I am not sure why it was sold to us with a narrow staircase and a landing at the bottom where the track and chair prevent the door from opening right. I know my mom moved forward with it so my complaint is not in the lift itself. I will just say though that an ethical company would not have installed the lift without telling us that it would be tight and that we would have to accept that, even maybe in writing. I would respect that 100%. Instead, we were told it would "fit" and then you are stuck with it and paying the fee when the install is done. It is not like they install and are willing to take it out and leave when you say it does not fit.

Anyway, after trying it out Friday night, we realized how tight it was and how it was not easy to walk past no matter what step it was on. If it is on the top, it is hard to carry packages onto the apartment landing. We really wanted to keep it cause my Dad needs it. However, it is not practical and involves too many steps to bring it up before opening the door. Again, we went forward. I am not happy with how it was sold but we approved it. That is not my complaint though I feel it is shady.

I contacted the sales person Saturday morning to say I probably need it removed and my complaints. He said he told my mom there might be "issues". My mom said he said it would fit. It does not fit but not getting into the he-said/she said/. I confirmed with salesperson Monday morning I want it removed. He says he will tell the office. I get no call from the office so I call later Monday morning. I was told their system was down and they missed some appointments over the weekend so now they are playing catch up and only scheduling installations. I was told once they are done with installs that need to be made up as well as once system is up and running they will schedule removals.

I get no call back Monday. I call again late Tuesday morning. A woman tells me their system was down since October 6th. She says they are not scheduling removals still. Both times they are only scheduling installations. No reason given why only installations. Just installations. She connects me with a tech rep.

He gets upset cause I called yesterday and spoke with me. It was not like I was calling to be annoying on purpose. I said well I was never told the system would be down so long and also that removals would be so delayed. He says to call back in a month to schedule the removal and gets argumentative because I am having trouble understanding why installations can be done but removals can't. I feel they are picking to do installations cause that generates high revenue. They don't want removals cause they lose any hope of future revenue and lose a member of their service. Seems weird to segregate customers to not be serviced because of what they are asking for. To me, you service who you can service. When I am ready to spend $3200, they come in 1 day. Now I want removal and I get discarded like my call does not matter.

All throughout this, we were given a lift that does not fit and are stuck. I am losing at a minimum $3200 for this and not even making a complaint about the money. I was told numerous times the removal will not be free and said I will pay. Am I happy I have to pay that after spending $3200? No, but I just want this out in a timely manner. The company comes in 1 day to install but it takes over a month to schedule a removal. What kind of company is this to treat customers this way? And on top of that, the rep I speak with gets a little tough guy attitude. Like I need to fight with someone on the phone as an adult. All I am asking is for something to be removed that should have not been installed in the first place while you keep my money and I pay for removal. What am I doing wrong?

Desired outcome: i need system removed asap

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J
8:14 pm
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If you own an outdoor Acorn stairlift, an Acorn 130 or 180 from 2014 or newer you can qualify to be part of a class action lawsuit against Acorn Stairlifts. This company has been scamming and preying on the elderly for way too long. The outdoor model they sell is not meant to be used outdoors and when it breaks they charge you a ridiculous amount. The...

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S
11:26 am
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
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I bought a used Acorn stair lift last year December which work fine. I February as stop working and my electrician got in contact with acorn and was told that is the motherboard which cost 750$ plus shipping. the bord came and 2 brand new batteries as works for 2 to 3 days and quit. Got other brand new set batteries work 3 days quit. keep calling...

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O
10:33 pm
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Recently my in-laws purchased an acorn stairlift, and as others have pointed out, they will charge a different price if they feel they can take advantage of a situation. My in laws had a unit installed at a cost of $12, 000 and when my father in law passed away only 10 days later they told me they would give us only $300 per piece to buy back. This mean...

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D
4:26 pm
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We had an Acorn Stairlifts representative come out to our home, as we were thinking about getting a stairlift for my mother who lives with us. She is 80 years old, and suffers from breathing problems and can no longer walk up and down the stairs. Mom weighs slightly over 305 pounds. We decided to buy the stairlift, but we were told that because my mom...

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D
9:50 am
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The complaint has been investigated and resolved to the customer’s satisfaction.

Acorn Stairlifts - cancellations of delivery + other

What a terrible time we have had from Acorn stair lifts recommended by Age Concern. For my Parents age 90 & 84not in good health & mobility problems.
Acorn did not just contact us for all delivery dates as requested kept contacted parents who are elderly & very anxious & vunrable.
Kept cancelling just the day before delivery should have taken place, my parents have carers in to help them so timing & day was most important, as we had to be thier & live over a hundred miles away & to get time off work.
Acorn kept changing time & day, & when rearranged cancelled again.
Chair lift now fitted today after a lot of hagling on a mobile phone on our way to be at parents house to be thiere for the delivery. I wanted to cancell as so poor service, but they are in desparate need for this chair lift & to go down the route of organising with another was too much for my parents to cope with.
So be aware, Acorn cannot organise, need a good project manager.
We await to see how the servicing goes!

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Resolved

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4:59 pm
Verified customer This complaint was posted by a verified customer. Learn more
Featured review
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Acorn Stairlifts will send a "Surveyor" out to your home and charge you $4, 500 for a new Acorn Superglide including installation. If you don't buy it on the day their Surveyor comes to visit, they will call you the next day/week etc. and lower the price for the very same model to $3, 000, claiming a "Demonstrator Model" just became available from an AARP...

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W
7:53 pm

Acorn Stairlifts - acorn

i bought an acorn 3 years for my parents, and they love it. no complaints on their or my end, the sales person was polite and no pressure was implied. so lisa - your lesson is learned by dealing with a rinky dink local shop that is bound to close or skip town. for all others in the stairlift market, deal directly with the manufacture and not a medical bizzare store in town. i did my research and so should you. DEAL DIRECT.

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2 comments
L
Dec 27, 2010 11:59 pm

he needs to wind his head in..

L
Dec 27, 2010 11:58 pm

Nonsense, all wrong - my nephew is making this stuff up.. its spam

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8:39 am
Resolved
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From August 2007 to date, Acorn Stairlifts declines to honor its one year and lifetime warranty for a stairlift purchased December 2006. Contacted Acorn numerous times over many months, experienced many delaying tactics. Their authorized repairperson couldn't repair stairlift--and we had to pay extra for the repair visit. Acorn will not honor its lifetime...

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L
7:01 am
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I purchased a stair lift from Acorn Stair lifts. The chair lift required repair. I phoned Acorn to see who I should take the chair to. They sent me to their closest dealer to me which is in Indianapolis (60 miles away). The repair man made several trips, unable to fix the chair. Then he took my chair to his shop in Indianapolis. His phone number is now...

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V
3:24 am
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
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This review was chosen algorithmically as the most valued customer feedback.

When I originally ordered the stair lift from Acorn to be installed in my father's house, I was told that it would take 4-6 weeks to be manufactured and installed. It took them 14 weeks to delivered and installed the unit. Meanwhile, they had required a 50% deposit of $6, 000 dollars upon ordering. During the time that we waited for the stairlift to be...

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K
2:23 pm
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I had called Acorn Stair of Chicago on 12/28/07, I spoke with Larry Pecor I, he stated to me that they were the best in the business, I would be completely satisfied with the work that they do, and their price would never be beat. He asked me to get him a copy of the stairs from our blueprint; I did so and mailed it to him. Over the phone I had explained...

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1866 873 6574 1833 295 6749 More phone numbers
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