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2.1 18 Reviews

Acorn Stairlifts Complaints Summary

5 Resolved
13 Unresolved
Our verdict: When using services from Acorn Stairlifts with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Acorn Stairlifts reviews & complaints 18

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Acorn Stairlifts - My 93-year-old mother is at risk due to their lack of service

This is the formal complaint I filed against Acorn Stairlift with the Better Business Bureau regarding its failure to provide timely service for my 93-year-old mother's stairlift in Sioux Falls, SD. My mother has been relying on this stairlift for years, and when we recently had new floors installed, two of the supports had to be unscrewed. We promptly...

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4:10 pm EST

Acorn Stairlifts Bought an outdoor Acorn Stairlift and have had nothing but trouble with it.

We purchased it approx. 5 years ago and have had problems every time we trun around. It took forever for them to send a repair person even thought I needed to go to work every day. I asked how I'm supposed to get home at night and they basically said to stay at a friends house. They also said to sweep any light dusting of snow off the rail before using it. How do you sweep the snow dusting and try to operate the stairlift at the same time if you are handicapped and have an oxygen machine you are trying to hang on to at the same time?

On the fourth year, I called to check on the price of a part. They basically gave me a high price. They did tell me about purchasing an extended warranty and I finally did that. They finally came and fixed the chair. We are now into the 5th year and I am not purchasing any more warranties. I called and asked for the price of batteries and she told me $70.00 each but they would have to send a tech. to replace them at a cost of $250.00 per hour. She could not give me a date as to when they could come and install the batteries unless I gave her the ok. I bought the batteries from Amazon at $25.00 each. In all the time we have had the chair lift, they never initiated a visit to just go over the chair to check it out. We've always had to have an issue with it for them to come and look at it. They are quick to come if you want to purchase a chair but not so much if you need repairs. These chairs do not belong outside in any Northern states.

Desired outcome: There is no desired Outcome. People purchase these chairs for a reason. They are supposed to be free to come and go but sometimes these chairs hold people back from trying to lead a halfway normal life.

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2:50 pm EST

Acorn Stairlifts Maintenance plan/bill ripoff

I purchased a stairlift for my husband in November 2020. In December of 2021 I was informed that in order to keep the warranty on my chairlift I needed to purchase a yearly maintenance plan in the amount of $795. Initially, I declined, because after paying over $15K for this lift, I felt the plan was way overpriced.

However, the salesperson relentlessly, called me two to three times every week. I purchased the plan and was told someone would contact me to schedule an appointment to inspect my stairlift.

I have called this company at least 3 times throughout 2022. Each time I was assured someone would be contacting me to schedule an appointment. The next to the last last call was on September 22, 2022 and I spoke with a manager name Jodi. She once again assured me that someone would be contacting me to schedule an appointment, she blamed on COVID. I requested 2 weeks ago for a full refund from this company.

First of all, $795 a year for an inspection after paying over $15K is a scam. How dare they take advantage of handicap individuals, many with a limited income. Additionally, to add insult to injury take the money and NEVER provide a service. A complete rip-off! In the meantime, I don't know if the machine needs adjusting or not and my handicapped husband and handicapped mother uses it often.

I have asked for my money back and the company has yet to respond. So disappointing. I would never recommend this company to anyone.

Desired outcome: Refund of my money and a free inspection.

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1:18 pm EDT
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Acorn Stairlifts No-Show for service appointment--Account # 710915

I was scheduled for the initial first-year service on 6 October 2022. I purchased the curved stair lift and it was installed in October 2021. On 6 October 2022, I called to confirm the arrival time of Acorn's service person and was told by a receptionist that Dominique had allegedly left a message on my phone on 27 September 2022 changing my appointment to 19 January 2023. I never received such a message. It is my belief that no such message was ever sent and if I had received it I would have responded accordingly, as I had requested a change in the original appointment of 13 October to 6 October 2022 with your representative Vanessa because of a scheduling conflict.

Desired outcome: I understood this to be a reputable and professional firm. As an early customer of the service agreement, I was given a three-month extension. I'd appreciate an additional three-month extension and a response.

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12:48 pm EDT

Acorn Stairlifts Stairlift

Would not purchase this unit!

Our 80 yr old friend who is handicapped bought this over 5 years ago and works about 10% of the time. Service is a joke and usually takes 3 weeks to schedule a service call which is totally unacceptable when she has to literally crawl up the stairs.

Each time service has been called the chair works for around a month and then back to waiting three weeks to get service again.

Very poor design from our viewpoint and would use another vendor but unfortunately already spent $10,000.00 plus yearly service plans and does not have the funds to replace this.

Company does not seem to realize as when you are dealing with seniors that are disabled, response to failure and stable design is of the utmost importance and this does not seem to be a concern!

When you call the main number you will be on hold for min 15 minutes then it just disconnects after several attempts just gave up.

Desired outcome: Replacement

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1:02 pm EDT

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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2:05 pm EDT

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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8:14 pm EDT

Acorn Stairlifts acorn stairlift 130 and 180 models

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 problem is the limit switches rust and corrode very easily and you will be stranded without a stairlift.

The seat base of the newer model seat has a potential of cracking at the pressure points of the base which is a major safety concern. The FDA and CPSC have already been contacted and they are investigating them as part of possible recall. Acorn currently going around and replacing these seat squabs without telling their customers the reason behind it.

The same new style seat of the 130 and 180 tend to cut the wires at the armrest from folding the arm rest up and down. The company came out with a replacement kit but the problem is still happening. Due to their design flaw the company will come out for ridiculous service charge of $250.00 to replace it with another kit that will cut the wires in a few months.

We cannot let this company continue the rip off their customers. Please contact the Girardi Keese Lawfirm at [protected] if you've been affected by Acorn Stairlifts.

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Acorn Stairlifts send broken parts at no exchange

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 acorn
their said is the mother board again. I called several times nothing
happens I mean 750$ is allot of money when you live on Social Security which their say not refund nor
send me another board. Not calling me back nothing. I am setting here
very limited in walking have a out hip and 5 disk out on my lower back I
differently need my chair back. I read on your feedback a women had the
same problem she bought a brand new one and Acorn never fix it for her.
Acorn calls them self the number 1 stair-lift company which their not.
I will not stop until I get my 750 $ back or a brand new board. I will
put them on Rip of and more sites from the inI 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 acorn their said is the mother board again. I called several times nothing happens I mean 750$ is allot of money when you live on Social Security which their say not refund nor send me another board. Not calling me back nothing. I am setting here very limited in walking have a out hip and 5 disk out on my lower back I differently need my chair back. I read on your feedback a women had the same problem she bought a brand new one and Acorn never fix it for her. Acorn calls them self the number 1 stair-lift company which their not. I will not stop until I get my 750 $ back or a brand new board. I will put them on Rip of and more sites from the Internet to let people know how much Acorn think and do for their people. Internet to let people know
how much Acorn think and do for their people. Also their Customer service is very bad normally the customer is the King but their treating you like a peace of ### . I will also write to the General Attorney and let them know what kind of business these company is doing.
Sincerely Karin Tivoli

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Acorn Stairlifts advantage of seniors

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 means for a 10 day old unit they will pay $900.00!
How can the price of this unit drop 92%? This company is a group of sharks.

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Acorn Stairlifts - price fraud

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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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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Acorn Stairlifts acorn stairlifts is ripping off senior citizens!!

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 convention.
Any stairlift dealer will charge you $3, 000 right from the beginning, so as not to try to rip you off!
If you don't buy from them, their telephone sales dept.will hound you until you do.

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Don Shapiro
Orlando, US
Apr 13, 2012 3:26 am EDT
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The business doing these horrifying tactics to our seniors here in the U.S., Acorn Stairlifts, is based from the U.K., with a small office in Florida.

Imagine for a moment you are at an car repair store & you are getting your brakes repaired. The auto technician comes out & lets you know that you have two options. You can either have the normal brakes put on your car, however for a few hundred dollars more, there are the heavy duty brakes that your vehicle really needs. Naturally, you purchase the heavy brakes, because you need the best value for your money. You pay & drive off from the auto shop with your brand new heavy duty brakes.

What would you do if you found out that the mechanic lied to you, and instead of installing the heavy duty brakes, he actually only installed the regular brakes. You paid 200 dollars extra for better brakes, but you got the cheaper ones installed on your vehicle. How upset and outraged would you be?

Acorn Stairlift pricing is doing the same exact thing as described above. Their SuperGlide 120 straight stairlift, has a weight limit of 294 pounds. If you weigh more than 294, then Acorn tells you that you have to spend $250 extra for a heavy duty unit, that has a weight limit of 350 pounds. You are told that no other options are available.

When your new heavy duty Acorn Stairlift is installed, the Acorn technician, puts a sticker on your stairlift, stating that it is a heavy duty unit. This is where the outright fraud takes place. Former Acorn Stairlifts technicians tell us that there is absolutely no difference between the regular unit, and the heavy duty unit . No difference at all-period. The only difference is the sticker that states the unit is now a heavy duty model. How can this be, as the company representative wrote up an invoice stating that you paid for and were going to receive a special, higher costing unit? The same former Acorn installation technicians also told us that Acorn Stairlifts cost just $485 to manufacture, which is just a fraction of what the company charges for their units. The average going price for an Acorn stairlift is averaging at about $2500.

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joanib
, US
Mar 04, 2011 9:52 pm EST

If your nephew sent this, why isn't he working for Acorn?

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lembit
Carlisle, GB
Dec 27, 2010 11:56 pm EST

A load of garbage, I know this is a post from my nephew who works for Stannah stairlifts.

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concious life
, US
Dec 29, 2009 10:12 pm EST

Totally agree with this complaint. It is wrong that there is so much variance in the selling price of the Acorn. If the chair should be sold for $3000, then everyone should pay $3000. Integrity is lacking when fairness in pricing is not offered equally to all customers. It is bad enough that Medicare will not normally cover this type of expenditure for the handicapped but is shameful to prey on the unsuspecting.

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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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lembit
Carlisle, GB
Dec 27, 2010 11:59 pm EST

he needs to wind his head in..

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lembit
Carlisle, GB
Dec 27, 2010 11:58 pm EST

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

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Acorn Stairlifts warranty worthless

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 warranty--for which we paid extra. Acorn alleges dealer is responsible (Stairlifts Online US); dealer alleges Acorn is responsible--no one takes responsibility. We are out over $2, 000 and are stuck with a stairlift that does not work. An independent electrician couln't repair the stairlift. We don't want others, especially elderly and disabled, to go through what we've been through.

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JulieNashville
nashville, US
Jun 26, 2014 9:32 am EDT

This is a scam you are correct! The PHONE Call to them is a waste of your time and effort. DO NOT buy this. Our thyseen kemp went bad and we bought this. lasted 3 weeks, 2 years old. The "board" c78 is bad. a new board is $600! A computer board for a complicated hvac unit is $50. AND has a 3 year warranty! This is a simple board and $600 is ROBBERY and no warranty.

Get yourself a mini elevator installed in a closet somewhere these stairlifts are a rip off. you can reach me a RentNashville@aol for more info 6.26.14

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P bl
Aurora, US
Aug 14, 2013 3:08 pm EDT

I am a physically disabled woman who can no longer get up and down the stairs. I cannot walk, so I have to crawl (literally)! I have had this stupid chair for a tear and a 1/2, and had so many problems since. I called their 888 number, and a supposed representative answered (a woman) and told me that all reps were busy assisting other customers. So, she asked me for my name, phone, and address, and told me that someone would call me back within 24 hours. I told her that I will just wait for someone to get on the line because I am not going to wait another day for someone one to call me back. She said that is the only way its going to work, so she gave me another phone number to call (866 #), and guess who answered the phone? SHE DID! I couldn't believe it! I asked if there was someone else that I could speak to her besides herself out of the entire call center, and she said no. that she was the only one! No Supervisor or anything! I was furious! I told her that if I do not hear from anyone by the end of the day, that I will contact my lawyer. They are scammers! I will not quit until this matter is resolved in my favor!

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Clayobx
, US
May 28, 2013 1:48 pm EDT

We agree with ALL NEGATIVE comments! We just paid $250.00 for a service call. Chair is 8 months old. There was a bad limit switch, under warranty but Acorn would not warranty the switch because I installed the lift myself! The faulty switch has nothing to do with the installation, it was FAULTY! Donot buy an Acorn product, period!

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dellmar
Mebane, US
Jul 02, 2012 3:46 pm EDT
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I agree. We had one installed 1 year ago July 2011. Acorn has made 10-12 repairs on the chair lift since including replaceing the entire rail/track, motors and battery packs. Acorn is now insisting that we purchase an extended warranty for ... $1, 926.00 for 4 years (which is a bargain?) up front. We are disabled and cannot afford this in one payment. They apparently do not have confident in their product. What was that other company's name...?

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manny63
Hyde Park, US
Jun 11, 2010 2:45 pm EDT
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I agree with these customers. I live in Boston, MA. Purchased an Acorn lift 3 months ago and today they are calling from Florida asking me to purchase an extended warranty. 1395.00 for 4 years. I had to laugh at the girl. We are on soc security and cannot afford something like that. I asked her if they had no faith in these units to last more than one year. Then she said maybe they have a better deal for people on soc security, like 800.00 or so. I got rid of her real fast. Told her a warranty for this unit was not worth more than 79.00 for three years. Needless to say that ended the conversation. What a RIPOFF! I can buy a 10 year warranty for a car for under 500.00.
V. Williams

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Daisy Roy
Epsom, GB
May 13, 2010 9:55 am EDT

Acorn are abissmisal even in the UK too!

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Michael Glover
, NZ
Apr 21, 2010 12:44 am EDT

I wrote about Acorn some 439 days ago. Since that time, the new Representative based in Auckland, has been here and fixed the wretched thing!

I also had a call from him at 7:55 am today, demanding that I remove my post on this website; which is extraordinary, because it took more than two years for Acorn to get around to making this thing work. I don't appreciate hysteria at that hour, nor do I like their attitude (at any hour).

So, for the record... I E-mailed my initial enquiry to Acorn Australia and that was responded to by Mr Jack, from Acorn's Sydney office. He put me in touch with their New Zealand agent, Pandect Electric Solutions, who came and measured up the track length and quoted for two stair-lifts. I accepted the quotation of nearly US$10, 000 and the equipment was subsequently installed. Pandect, the Acorn sales agent for New Zealand, was then sold to a new owner.

The outside stair-lift began leaking gear oil from the gear casing nearly 12 months after purchase, so I complained and requested service under warranty. A couple of local contractors turned up, who said we have never seen anything like that and promptly left. Sometime later, they returned and replaced a socket on the indoor unit and removed the outdoor unit off it's rail and returned it Christchurch. Subsequently, a service unit was sent, which was refitted to the rail, but it was faulty in so much as it would go down, but not up. Pandect sent me a bill for about US$350, which I refused to pay.

After negotation, the original owner of pandect agreed to sort the matter out and the bill was quietly dropped, but I was left with a stair-lift that was useless... in so much as it would go down, but not up. I went to every Government agency that I thought might be able to help me, I called Mr Jack in Sydney, but he refused to take my call. So I posted my concerns on this web-site.

Subsequently, Acorn set up an office in Auckland and out of the blue, I had a phone call from this new Representative. So... he went off with an ear-full and said he would try and sort it out. Months later he came and actually fixed it, two and a half years after the stair-lift had died on it's rail.

The initial gearbox fault was well known to their service department... it was caused by the factory incorrectly torquing the casing bolts on the gearbox in initial assembly. Which left Acorn in breech of New Zealands Consumer Guarantees Act (1994) in so much as; the goods were not fit for the purpose for which intended, were not of merchantable quality, did not do what they were intended to do, did not last for a reasonable time, did not match a trade sample (good grief!). They also breech the Act, by their inability to supply parts (yep, Superglide 120 is superceded and there are no parts: apparently), which The Consumer Guarantees Act says they must do for a period of at least 5 years after purchase.

Which brings me their warranty. Their warranty is in addition to that given by The Consumer Guarantees Act (1994) and because the goods are being used privately, they cannot contract out of it. But their lifetime warranty on the gearbox and motor brings little comfort, because travel and labour to actually fix it, are excluded. I feel for anyone living in a Country without strong consumer laws.

So todays phone call... I was shouted down and threatened by Acorns local agent and he demanded that I remove my post of nearly a year and a half ago. Not bloody likely sunshine. You can go forth and multiply (or words to that effect)... but of course, I have already told you that!

I stand by my original statement... if you are in the market for a stairlift, go and see Stannah FIRST! Each and every one of them come with a 10 year unconditional warranty; which is absolutely priceless!

Michael Glover,
R.D. 4
Thames 3574
Phone me +[protected] Mobile +[protected]
E-mail michael.glover@clear.net.nz

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stairliftguy
, US
Apr 05, 2010 3:50 am EDT

As far as I know the only thing that is under the lifetime warranty on Acorn is the gear box and motor. Everything else - circuit board, switchs, wiring, etc only has a one year warranty. But, Acorn advertises all the time that their Stair lifts comes with a life time warranty. It does, but only for the gearbox and motor - read the warranty! Or go online and read it.
Most of the authorized technicians are independant contractors and do not work for Acorn, so they do usually charge a fee for repairs.
I believe if you look at the warranty on Acorns it will say in writing that labor is not included in the warranty. Actually I think it says if any component should fail, due to faulty manufacture, during the first year of ownership, Acorn will replace it free of charge. After that first year is up, you have to pay for whatever is not working.
I don't work for Acorn, but I do repair a lot of different stair lifts, including Acorn and I always charge for my services. I try my best to repair it without having to replace parts, but sometimes the circuit boards, as well as other items do go out and you have to replace them. In the last 3 years I have replaced 5 circuit boards in Acorn. My customer pays whatever the parts cost from the factory, I don't charge extra for it like some repair people do.
I am a repair person, but I don't charge a cent if I can't repair it. I have been known to replace the whole unit when it something I can't figure out.
Don't ever take a extended warranty on any product, no matter what it is. Just tell them no.

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temterature 5
port glasgow, GB
Jan 09, 2010 5:53 am EST

we live in scotland, and just before christmas 2009 purchased an acorn stairlift. it was installed and is working fine so fa.r. what is annoying me is the fact that i was infact asked to recommend the stair lift to friends etc even before the thing was installed. now, we are being telephoned frequently and being asked if we wish to take out an extended warranty for a very hefty sum of money. we paid quite a lot of money for this stair lift. at no time were we advised of any extended warranties or how much it would cost. another very annoying fact was that the caller ( who never supplied either his name or the company he worked for), refused to listen to anything i had to say. i told him i didnt want his 4year warranty because it was too expensive. his comeback was to say that i should take out a 10year warranty as it would work out cheaper over the years! he also asked for bank account details. very private info that is none of his bloody business. i feel this is borderline harassment. the man refuses to be told. in future if he phones me i will be giveing him short shrift. if i had been informed of warranties and their cost before i even thought of purchasing the stair lift, then i'm very sure i would have declined and looked else where. at the moment the stairlift is working fine, but i do feel the company should be upfront about ALL costs before anyone signs on the dotted line. there should be no hidden costs. this has all left a nasty taste in my mouth. i was very impressed with acorn initially, but they have went way down in my estimations.

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adam26
, US
Oct 08, 2009 11:36 am EDT

If it's advertised on TV, it's either a scam, a ripoff or very poor quality. ALWAYS, ALWAYS Google it for complaints, before loosing your money.

ComplaintsBoard
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7:01 am EDT

Acorn Stairlifts customer service

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 disconnected, and I do not have my chair. I wanted Acorn to send me a new chair, then they could proceed with gettting the old chair back from THEIR DEALER. Acorn would not help me in any way. Acorn wanted me to spend another 2200.00 to purchase another new chair from them. So now I am stuck trying to track down THEIR DEALER to get my chair back.

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elevator55
, US
Aug 14, 2016 8:33 pm EDT

I was a dealer for Acorn for 10 years with poor customer service for their product. When I have problems I call the local Florida office and get my sales rep, which changes on a daily basis due to the turn over rate with Acorn. All sales rep are told not to help with replacement warranty parts and also they tell me that I cant speak to anyone else above them. I can agree that out of every 10 lifts I buy I get a good one and all others are junk. The Acorn company has came in my area and sold to my neighbors telling them to buy direct and save from local dealers. What they forget to tell my neighbors is they don't service anything and you will have to contact local dealers for repairs. Here's the problem, they promise all these warranties but expect the local dealers to cover, and when the customer saves the couple dollars on the direct sale and install we charge them extra to make up our lost in sales.
My professional opinion is to read these story's and stay away from Acorn Junk.

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marion griner
Baltimore, US
Oct 10, 2014 1:19 pm EDT
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my aunt had a lift installed 9/7/14 and got home on 10/8/14 from rehab and tried to use the lift for the first time---she wanted to get the chair adjusted to feel safe while in the chair and was told that a service guy would not be able to come until next thursday
- meaning she would have to sleep down stairs in a chair for a week- very sad---they took her paid in full check but can not help her til next week- did not buy this product

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ARichardson
Orlando, US
Apr 17, 2014 5:05 am EDT
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If you are still having problems with your stair lift here is Acorns contact numbers http://www.acornstairlifts.com/us/locations.php
I have owned an Acorn lift for many years using it roughly twice a day with no problem. I cannot understand all these comments that are not trying to solve your problem

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lwfcwrb
Catonsville, US
Jan 24, 2014 10:11 pm EST
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Consumer's Original Complaint :
My father is 87 years old and has a broken stairlift for a month. I am unable to find anyone to fix it.
In 2010 I purchased a stairlift from Acorn Stairlifts from American Medical Equipment. About a month ago, my father hit a pair of slippers and the stairlift did not stop as it does on the commercial. I call American Medical and they do not have anyone to fix it. I was told to call Acorn. I called them. My first call I was told to call where I purchased it. I told them that I could not do that. They transferred me to someone who told me that they do not repair but that they could give me a list of numbers of repair people in Maryland. I called all the numbers and everyone was out of business or told me that they did not fix the lifts. I called Acorn again and was told they could not help me unless I "pretended" I was buying a chair. I hung up, I called back and a lady answered and gave me a phone number to call. I called that number and said that I needed more numbers to call. The man "Richard" said I don't know why they gave you numbers to call. We fix the chairs in Maryland. He gave me a number to call. I called that number. I was told..."I don't know why he told you that we fix them, we dont" They gave me another number to call. I called that number and the man said "I will save you money and tell you how to fix it" Take the lift to the top and clean out the cup and then duct tape something or other. I will have to charge you a lot of money if I come out.

Consumer's Desired Resolution:
If Acorn does not fix their own product, then I would like them to come and replace the chair. I do not think I should have to pay for something that is guaranteed not to happen. The commerical says that if the chair comes in contact with something it will stop. it does not say if the chair runs into something, it will run over it and we wont repair it...I want a replacement, My father cannot stay upstairs forever.

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jerryantic
Yorktown Heights, US
Dec 08, 2012 1:18 pm EST

We own an Acorn Chair Lift for 9 years and use it twice a day. Recently, in the process of placing my wife's foot on the footrest, the plastic cover broke. It is simple to replace, but the model we own is no longer available, including that part. If anyone has this part for sale, I would be interested. Thank you

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verticle solutions
North Providence, US
Jun 29, 2012 4:10 am EDT

I am in RI and have repaired many acorn lifts they are very simple to use and repair, one of the main problems that people are not aware of is the batterys in the armrest near the controlls go dead like every other remote controll, if you have a problem go to the just answer website and ask for the verticle solutions expert

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Jim Bajada
Los an, US
Sep 17, 2011 6:00 am EDT

Lies lies and more lies. They scam and pressure sell seniors. I have seen it done to my neighbor. She got an acorn lift that worked for a week. Now she is waiting for service (13 days). I got them on the phone and it seems like the are too busy installing new units. We filed a claim with BBB and it seems like it somehow not there.

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Stairlift Lady
Austin, US
Feb 15, 2011 10:32 pm EST

I am not sure where to begin. I am an Acorn dealer and would not sell any other stairlift product. The lifetime warranty is on the motor and gearbox only and is covered by Acorn, not the dealer. These must be replace by a qualified person. HOWEVER, you can box up the carriage and send it back for the replacement. I hope that people will find a dealer in their area and buy that way. We also give one year free service on all sales. I have never seen an Acorn advertised for $1595. There is no possible way they could sell them for that price. Just not true. Parts are only available to dealers or through tech support. How would you know what to order? There are dealers all over that can fix your stairlift. In New York there are several dealers. Look on the internet!

I guess people are not happy unless they have something to complain about. Most of this is just bogus junk. If you are in Texas, check out Allstar Stairlifts of Texas. We are honest, reliable and our customers are very happy with their lifts. Linda

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Russ3775
, US
Dec 28, 2010 10:43 pm EST

What a joke they are. Yes, we bought direct from Acorn, so what.
They still should respond to any service question, or have at least a parts list that one could order a replacement part and put the DAMN thing in yourself. Because there is no qualified technicians any where
near you, may all be back in the UK!
Once I thought Acorn was the "Caddilac" of stairlifts, HA what a joke that was.
R. Harrison

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CircleofFriends
New Windsor, US
Dec 09, 2010 8:54 pm EST

I have an outside Acorn stairlift which is the only way my sister can get to the outside world. When the stairlift works it works great. But when you need assistance it's tough to get someone to answer calls. I bought directly from Acorn but we live in NY and of all times for it to break down it has been winter temperatures. When I do reach them by phone they are very helpful but solving a problem is another story. It appears they do not have enough tech staff or repairmen to meet the needs.

ComplaintsBoard
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3:24 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Acorn Stairlifts potential death trap

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 installed, my father who is unable to walk, had to go without a bathroom for the 14 weeks. Acorn was unresponsive to phone calls and messages, it took them weeks to return calls and to update us on the status of the stairlift and installation. When the stairlift was finally installed on June 3, 2008, they were hours late for the appointment and to boot it was improperly installed. The stairlift is supposed to be design to work off of a battery unit in case of power outages or failures. However, during a power outage on June 14, 2008, only a week and a half after the lift was installed, the unit did not work. My father was unable to get up to his bedroom or the bathrooms on the second floor. More importantly reversed this situation, what if my father had been on the second floor and there was an emergency and he needed to get out of the house. He would not have been able... because the unit was not properly installed and function as it was designed to. I have placed several calls to customer service to have a rep come out and repair the unit that they just installed. However, I am once again getting the run around with noone returning my calls, or getting a schedule appointment. All customer service will tell me is that oneone from technical support will get back to me, but they can't tell me when ! This is a critical and hazardous situation, if a fire were to break out during the night or the power was to go out again and we had to evacuate the house quickly, my father would never be able to get out !. We would never be able to get him off the second floor. This is potentially a life threatening situation, and I can't get anyone to return my phone calls or come out to repair the product that they just installed and is under warranty. You would hope that in matters that could potentially be life threatening that a company would be more responsive in correcting their mistakes or problems with their product.

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Dallas Grant
, US
Jun 10, 2016 12:06 pm EDT

I purchased an acorn stair lift that is less than two years old and completely useless. The company wanted to sell me a five year warranty for $1100 and still charge $267 plus parts for someone to come fix it. I really regret buying this shoddy product. I should have shopped around. I found Spinlift.com that charges half the price and a 3 yr. warranty comes with it. A service call is 179.00and no sales tax. No sales tax on the lift either. I don't know how responsive they are to problems, but can't be any worse than acorn. Do not buy from acorn. I got mine in Sep 2014 and it is inoperative.

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Elizabeth and William Dorn
, US
Oct 05, 2015 1:40 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

We had our chair lift less than two years when the batteries died. We called and the repairperson replaced the batteries.
As we had been told by the salesman that batteries would last from three to five years, we asked if we would have to
pay for the batteries or if there was a rebate as our batteries were less than two years old. We were told no. Not only
did we have to pay the full price for the replacement batteries, but we had to pay $250 for them to be installed. I
believe it would be fair to pay only for the time until the batteries died, including the battery cost and the installation
cost.
$250 is a steep price to pay for repairs. We also paid another $250 because of a repair due to the track not functioning.
So - $500 for repairs in less than two years. This is not fair customer service. I am quite disappointed.

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ajaybyrd
lackawanna, US
Jul 23, 2012 8:19 am EDT

It amazes me that some people seem to be blaming the consumer. Saying things like "if you would have checked on it first..." As if they somehow deserve shoddy products, or nonexsistant service because they decided to trust a company outright. Thats like saying, "well, if you had done a background check on that man, and asked the people around him what they thought before that date, you wouldnt be dead now...oh well, too bad for you, you should have done your research.". How rediculous! The company has the obligation to treat the customer right, and its sad that we now have to research everything in order to get proper customer service. But i am glad that i decided to check this out...i will surely be looking somewhere else for a similar product.

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chrisr323
, US
Jun 23, 2011 1:12 am EDT

Ummm may I ask a question? Why would you buy something from a dealer when you can buy directly from the manufacturer? I would not trust a dealer with an investment like that, my mom has an acorn and its working PERFECT for the last few years. I called once for a new remote that was needed because mom broke it and it came in the mail 2 days later for a miniscule charge. Oh and by the way when I called them they were nothing but nice to me too.

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keith edwards
manchester, GB
May 16, 2011 5:00 pm EDT

after paying for a gold cover you do not answer the phone, nor am i able to leave a message, if nothing is done about this i will be forced to take the matter further. it still isnt working correct, and it will mot get any better without some attention. IT ONLY WORKS WHEN IT WANTS TO.

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keith edwards
manchester, GB
May 16, 2011 4:52 pm EDT

i have tried to contact you on the number you gave me but all i got was please call back later or try again lines are busy.i have payed a lot of money for this service, and i must say i am very disapointed it is still not working, so what do i do?

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Iain Dunn
Lochwinnoch, GB
Mar 31, 2011 5:13 pm EDT

Have now had Acorn stairlift for 15 months and wish I had never heard of them. Have now had engineers out at least 15 times to repair/replace numerous faulty parts. The matter is now in the hands of my Solicitor as I have had my fill of this Company. Must be one of the worst in the industry.

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Craig Eman
Brighton, US
Sep 07, 2010 7:11 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Odd message I got about this post on Sept 6th. Some Acorn dealer in Texas wanted to disagree and call me a liar that I was never an Acorn Dealer...hmmm. I have all the invoices and problems and irate customers that can confirm my troubles during this time frame that I posted my comments.

Interesting that the commenter still would not recommend to anyone to call Acorn Direct sale office to buy one, but to call her in Texas, because she is the only one in the whole State who sells Acorn? Really? Let's call Acorn direct and see what they say when asked for someone to install in Texas?

Here is the answer: If I want to buy a DIY stair lift I can get it shipped to me anywhere. Then install it anywhere. They now have operations in Houston & Dallas.

So it depends which sales department you talk to. DIY sell the US anywhere, except where the State Atty, General has told them they can not offer that without a State licensed mechanic.

Acorn stores seems to be the new plan to sell in larger markets. If the lady who posted is a Direct store she may have some points. If she is an independent dealer, then she is in for some surprises from our friends at acorn.

If I mis-understand any of the information provided by the Acorn Sales Associate or in any way have mis-stated the facts or their sales plans or anything else, I am most happy to retract my comments.

I just offered my experience with Acorn Stair lifts back in [protected]. It kinda stays online for ever. If another Acorn Sales person has any unbiased statements, please add them to this post. That is why it is here.

Customers will sift through the Sales speak and the real customer problems.

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jakew025
Lexington, US
Aug 11, 2010 9:30 am EDT

I feel sorry for all the people who have had problems with Acorn, but seriously you should have done your research before making a purchase of thousands of dollars. It is obvious that Acorn is a marketing and sales company that has little interest in their products after purchase. My suggestion would be to find a local company in your area that carries the product you want and then research them. See if they service their products, check their bbb record, ask to speak with past customers of theirs, do your research. Don't complain when you get shammed by a company such as Acorn. If you are smart before you buy then you probably would not have had the problems you are dealing with now. And as far as Acorn goes, their stairlift is not high quality anyways. If you want a well built stairlift, you should look at Bruno or Thyssen Krupp.

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Iain Dunn
Lochwinnoch, GB
Jul 25, 2010 6:45 am EDT

I purchased an Acorn stairlift for my disabled wife in December 09. Since installation I have had an engineer out on at least 8 occasions to fix various faults - fantastic! - after only 7 months use. Acorn personnel show total apathy towards my complaints. Their only concern appears to be trying to force me into an extended warranty costing almost £1500. On one occasion they tried to charge me £20 (£10 post & Packing, believe it or not!) to replace a broken key, a key so flimsy that you get stronger ones on sardine tins. Will the chair last out until the end of the warranty period? I'm not holding my breath.
This is the worst Company I have dealt with in 40+ years for ANY commodity.
Be well warned - if you require a stairlift PUT ACORN AT THE BOOTOM OF YOUR LIST. THEY ARE A TOTAL DISGRACE TO THE INDUSTRY.

ComplaintsBoard
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2:23 pm EDT

Acorn Stairlifts poor quality of materials and horrible installation of custom home stairs

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 the type of stairs I wanted as far as a craftsman style, with square balusters and square newel posts. He called me a few days later to set up an appointment to meet with him and stated I should bring a check for $2500 as that was ½ of the job based on the original estimate of $4546. Over the phone he stated to me that the price was for; the stairs 1st to 2nd floor in Oak and 3 box newels @ $300 each. When I met with him on 1/4/08 he showed me the estimate and we changed the type of wood from Oak to Poplar which he stated would be close to the same price, and I was told if we needed 2 more newel posts it would be $250 additional per newel. But he would not come to measure until a deposit was made to them. I signed the original estimate and gave him a check for $2500.000. He talked how it was a family business and all about his family, that they were good catholic people. A few weeks later his son Larry III came to our project location and took the measurements; I stated to him that I felt that the stairs would run into an existing column. He said to me that he was the best in the business and knew what he was doing, that we would be completely satisfied with the work. On 2/12/08 I received a much higher quote of $6188 on the stairs as well as a drawing showing how the stairs would lay out. As he drew it, the existing column, he showed being over further than it was and he stated we would need 2 additional newel posts at the start of the stairs, he also stated that I should remove a second non load bearing column as he felt it wouldn’t look right. Being that he is supposed to be the professional and knew how to measure for stairs (the best in the business) and that I had already expressed my concern at the column being in the way I trusted in his accuracy. When asked why the price was so much more I was told that, I was not quoted on what I wanted but on standard parts and that because he told me to remove the second column I would need even more materials. I was upset by this and requested to discontinue work with them as I felt that I had been misled not to mention the job was now coming very close to another estimate I had gotten for pre finished stairs (these were not prefinished and I was not told this until he was their measuring). He began to get very abrupt with me, telling me that “they already had a lot of money into the job and that now I was just wasting his time. That if I wanted to go elsewhere he would now have to deduct and unspecified amount of money for all the work they had done.” (Which I didn’t understand as I have received many free estimates in the course of building this house). I was really beginning to feel strong-armed and uncomfortable with the whole deal. He spoke to me in a manner that was neither professional nor fair. My husband and I decided that we would let them finish the job so as not to loose money for them just giving us a quote, since we were not told upfront what the cost of a quote would be, they could feasibly keep as much of our money as they wanted. I sent him the additional money to make up the ½ down based off of the new estimate. It was at this time that he stated I was verbally abusing him and no longer wanted to deal with me but would deal only with my husband and assured my husband that he would be completely satisfied with the completed work. When the installer came to put in the stairs we received a phone call that “the stairs ran into the column and how would we like them to handle this.” Being that they were supposed to be the best in the business we were not sure why it was our problem now that they measured wrong and why we were supposed to figure out how to remedy the problem. My husband had to leave work early in order to meet with the installer. I was very frustrated as I had specifically told him at the time of measuring that this would happen. We were told to move the column, and that the column was not in this spot when he measured and so forth. My husband spoke with Larry III and explained to him how to handle the issue with the stairs and the column, and stated that the newel posts were not needed as the column serves this purpose and that there is no room for them due to the column. Since I had explained this in the beginning we didn’t feel we should have to pay for the newel posts. He gave my husband the run around, and as my husband was to busy at work to play phone tag, I called to explain how unfair I felt he was being to charge us for his mistake. He gave me a hard time over the phone raising his voice and finally said “Why does everything have to be such an issue with you Kim, huh, why does everything have to be such an issue with you; ok Kim, you win, I’ll credit you the $500 ok, you win is that what you want” and then hung up on me. He told the installer that he must receive the remaining payment in full that same day, which made no sense, because the installer had not even started, It took the installer 4 days to complete the install, he left after the first full day and went back to Missouri and returned with his son who was their during the entire time. We had been back thruought the weekend and the stairs were not nearly complete by the end of the day on Sunday. Because we live 45 minutes away from the project we were unable to get there, upon his completion. We paid as requested even prior to us seeing the work completed. After completion we saw the stairs and to our disappointment, we found some of the materials that were brought out for the install were substandard. Some of the balusters were gouged; others had stains on them as if discolored from being tied and stored for a long period of time. The installer even stated that the materials had been sitting around for a few years. He said that a few years back the owner, Larry III was going through a divorce and was trying to hide money and so he purchased a bunch of material and it has been sitting in storage. This information was never shared with Larry Pecor III at the request of the installer. The balusters were not lined up evenly, which the installer blamed on poor materials. The third stair was not level and a return piece was cut and installed incorrectly. My husband went through marked and counted the affected balusters and called Larry III with a count so that when the installer came back he would have what he needed. My husband told him we would need 3 dozen balusters. During the installation, the installer stated it would have been easier to install if a wall had been built and the column wrapped prior to install. We had specifically asked Larry III if we should go ahead and do this ahead of time and he told us not to. The installer came out the second time with only 13 balusters. The installer also said per Larry; that he would be back on 4/7/2008 with more balusters and to complete the return piece. My husband spoke with Larry III a day or so later and asked him to come and look at the issues that were left with the stairs, and expressed his concern with how the whole job was starting to look reworked and damaged. Larry said he was planning to be in the area about the same time as the installer and would call my husband. My husband called Larry on Friday 4/4/2008 and left 2 messages. When we had not heard back my husband called again on Monday 4/7/2008 and Larry proceeded to tell him they were not going to complete the job since he had deducted the $500.00 for the newel posts and “Your wife is a ###” so basically we were out of luck. As it stands now the stairs are incomplete and we still have stained, warped and gouged balusters, and an incomplete return at the bottom of the stairs and just a nightmare of a mess. We do not want them back in our home as I will not be called a ### and then let them into my home to do who knows what. As far as him not wanting to finish the job because he gave me a credit for the 2 newel posts, he took those with him. I do not have them so; I do not understand that statement. I will be contacting another stair company for an estimate to complete the job; I would like to be reimbursed by Chicago Stair also doing business as Acorn Stair for the work. I will now have to pay someone else to finish and repair the work I have already paid Chicago Stair to do. I have a Final Waiver if Lien signed by them stating that they completed the work. The last we heard from them is that they were going to put a lien against us, and I’m not really sure why. I paid $6100.00 for these stairs and just paid another $900.00 to have them reworked. The new company stated they would have done the job for $4500.00

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Oceansnaps
, US
Nov 19, 2023 2:43 pm EST
Verified customer This comment was posted by a verified customer. Learn more

We have two chairs, both installed by Acorn. Both are broken now, service is almost non-existent. Service tech did show up and fix one, left the other broken. Never returned, The one he fixed broke again, and they continue to sit in our house un-useable.

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Acorn Stairlifts contacts

Phone numbers

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Website

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