Acorn Stairlifts
reviews and complaints

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.

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.

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.

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.

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.

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?

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.

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

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.

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!

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.

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.

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