ComplaintsforAcorn Stairlifts, Inc.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  According to the contract purchased 0n 18Oct23 for my 130 Acorn T700RH Stairlift, I was to receive annual service to include one annual service visit, all replacement parts covered, all labor costs covered and all call-out fees included. On several occasions, I have spoken with an Acorn Stairlift representative (SEE ATTACHMENT) and each time was given a different reason of why no one had scheduled my preventative maintenance and to date (30Sep24), the annual service still hasn't been accomplished. Note: Each time I spoke with a representative, I was told that someone would call me to schedule the appointment, but no one never called and I had to then contact them once again. I'm very disappointed that Acorn Stairlift recently emailed me my renewal contract to begin in Oct 2024, but hasn't completed the 2023 agreement. I definitely do not want to renew my contract and request a refund regarding my 2023 payment because the ******************************** its entirety.

  Business response

  10/18/2024

  On 10/1/24 after receiving the customers complaint, we reached out to confirm an appointment for 10/15/24, and left the customer a voicemail stating so. On 10/3/24, the customer called back and was informed of the appointment in which he stated he wanted a refund instead, but was advised that the time to request the refund had already passed. We called the customer again on 10/14/24 to confirm the appointment for 10/15/24. The customer stated that he wished to cancel the appointment due to not hearing our response from the BBB, and being out of town. The agent advised him that the appoints are scheduled far out an if he wished to reschedule for a later date that she could take care of it. However the customer declined. Since the customer was within his coverage period, we contacted the customer and offered him gratis extended coverage, to which he accepted. He informed us that he would call back on a later date to schedule a time for an appointment. 

  Customer response

  10/21/2024

   
  Complaint: 22358238
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 10/20/2024 6:41:38 PM
  

  After reading the "Message from the business", I accepted the proposal but did not see the entire proposal agreed upon and want to ensure there are not any misunderstandings.  My impression of the proposal is the following:

  1.  I will receive a one year maintenance contract at NO cost which includes the same procedures listed in the past contract.

  2.  The contract will include the one maintenance inspection that is owed in the past.

  3.  Another maintenance inspection is included in the new contract for the ********* season.

  
  
  Sincerely,
  
  ****** ****

  Business response

  10/21/2024

  1.  I will receive a one year maintenance contract at NO cost which includes the same procedures listed in the past contract.-CORRECT!
  2.  The contract will include the one maintenance inspection that is owed in the past.- CORRECT!
  3.  Another maintenance inspection is included in the new contract for the ********* season.- CORRECT!

  We also gave the customer a call to confirm his understanding.

  
  
  

  
  

  Customer response

  10/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have an Acorn stairlift installed in our home for a 90-year-old senior. She was told if she purchased the aftercare program she would get annual maintenance and support in the event of a breakdown. She purchased and has paid for the aftercare program for four years. The aftercare program promises annual maintenance and attendance within 24 hours for breakdown issues. The stairlift quit working on 5 Aug 24. We called the support number and was told they no longer had staff in *********** and would need to fly someone here to fix the issue. We have called weekly and have been provided with two dates that someone would arrive to resolve the issue. These dates have come and gone without the issue being resolved. We also have not received the annual maintenance as promised. Acorn employees have indicated that there are other seniors in *********** that are also waiting for support. I believe we have been more than patient considering ****** (where they have staff) is only 6 hours away by car. Bottom line is this company sold a product to a senior citizen who needs the chairlift to work and they took the payment, but they are not providing the service. And they do not appear willing to get the issue resolved.

  Business response

  10/07/2024

  Acorn regrets the inconveniences and inconsistencies that were caused by the information that was given to the customer. Our records indicate that all appointment dates given to the customer were of future dates even beyond the current date. Our first availability for service given to the customer was 11/5/24. Three days later the appointment was pushed up to 10/11/24 because of an opening due to a cancellation. The next day another cancellation came through and we were able to reschedule service for 10/1/2024. Although we have many installers and technicians in ********, we do not employ one that lives in ****** and we apologize for any misinformation that was given to the customer regarding such. The service was completed 10/1/2024 and the stairlift is running to specifications. 

  Customer response

  10/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *******

  Customer response

  10/07/2024

  We want to thank the BBB for their follow through.  I'm confident that without your involvement this issue would not be resolved today. Thank you for your support.

   

  Rod

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The stairlift is displaying an F1 code and will not move until it is cleared. It was cleared as a result of turning off and on after being inoperable for 24 hours. My ******************************************************* the meantime a great risk. The lift is obviously unreliable and needs repair. I bought a service contract and tried to schedule service for two days with no call back and after 3 more calls was told travel needed to be arranged and earliest service was oct 24, today being sept 17. If I knew this company wouldnt service their product in a timely manner I would have spent the over $10000 elsewhere. I dont understand how they can sell service contracts and then not provide prompt service as is required by handicapped customers.

  Business response

  09/25/2024

  Acorn regrets the inconveniences that were caused by our delay for immediate scheduling. The battery was replaced on the customers stairlift and maitenance was completed on September 20, 2024. The stairlift is running to specifications. 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sales *** never told me I would be left with a track sticking a foot into my hallway creating a major trip hazard! I bought this chair for a person with mobility issues and this was the answer!!! I called the sales *** who never returned any calls. The company stated that they will take the stairlift back but will not refund my money! This is ridiculous. This company cares only about commission and sales. I wouldn't recommend them to anyone. I very wrongly assumed they were the experts and would help me make the best choice. I wasn't told or warned of this or offered any other options. My hallway is now a hazard with a horrible eyesore and I'm stuck with it? I will never recommend them to anyone.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  While I have had no issues with my stairlift itself, I unfortunately do with Acorn customer service. They were certainly efficient and courteous at the outset, during the actual purchase process. That subsequently dissipated.I have been trying for months now to schedule my one-year maintenance check, which was supposed to occur in August 2024, as agreed to during the initial purchase. I originally tried to schedule ahead of time since my schedule was already filling up for August. Each time, I was told that a Technician would call me when in my area, instead trying to sell me additional items, such as an extended warranty, which I clarified several times that I am not equipped to purchase at this time. (It makes me wonder if they are going out of business, without staff to do the job promised yet relentlessly trying to get more money instead.)I continue to get the run around and increasing rudeness (including unreturned calls and exemplified impatience) upon my follow up, with the same response and not even the courtesy of a ballpark estimate as to when this Technician is supposedly going to call. From a customer service perspective, that should at least be done, instead of just placing me on some indefinite drift based on their own lack of interest (certainly in maintaining a previously satisfied customer) that they are not making money off of anymore, coupled with their own lack of convenience in living up to initial promises made.It is disappointing that I have been made to feel badly for merely asking them to live up to their obligations, as communicated. Upon referring to other reviews, it seems that lack of customer service is a common complaint.

  Customer response

  09/17/2024

  Issue resolved and case should be dropped.  Maintenance check conducted today on 9/17/24.

  Business response

  09/18/2024

  We wished to respond to this complaint with the following statement. Thank you,

   

  Acorn agrees that the customer followed the process by requesting her annual service prior to the ending of coverages, but was not scheduled in a timely manner. We aim to ensure satisfactory experiences in hopes that customers are pleased to do business with ********************** We apologize for the inconveniences that the customer experienced while waiting for the maintenance of her stairlift. An agreement was made and the lift was serviced on September 17, 2024. Our technician compliments the customer for keeping the stairlift in excellent condition.

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased stairlift based on advertisement claim that the unit would be installed as a single rail with no seam. See attachment indicating the length. This was verified with Acorn *** ********************** Installation ended up being in two sections. As a result, there is a series of loud thumps when motor goes over connection of the two sections. Acorn installation *** indicates advertised rail length is incorrect, and it refers to total length of rail with seams. ***** time I use the stairlift and experience the thumps, it reminds me of the incorrect statements in its advertising and the incorrect statement by its ***resentative. In retrospect, I should have refused the installation and sought out a competitor's product. I'm not sure what to do, other than share my unfavorable experiences when friends ask how I like the Acorn lift.

  Business response

  09/13/2024

   Acorn regrets that the customer was given misleading  information. Our operations manager is making special arrangements to accommodate the customers unique request. We reached out to the customer to make him aware of the arrangement and he has agreed to wait until the time period that we have been given to do so. 

  Customer response

  09/18/2024

   
  Complaint: 22254046
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 9/13/2024 5:15:19 PM
  Acorn has promised to replace the two sections of rail with a single rail, which should resolve my issue.  However the single rail must be shipped from the **************, taking 4-6 weeks. I would prefer that we wait until after the installation before considering closing the case

  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a Acorn stair lift about a year in a half ago it has only been used around 10 times and has been serviced 3 times for not working and took 3 to 4 weeks for a tech to come to me. Now it is broken again and requesting that I pay ****** for a tech to come because I am out of warranty.The customer service center said it sounds like it is safety mode and they refuse to talk me through the programing of it.

  Business response

  09/13/2024

  A service technician was dispatched to the customers address on September 11, 2024. After reviewing the job, it is determined that Acorn will issue a full refund to the customer for costs incurred on that visit. A voicemail was left on the customers primary contact number informing them of our decision.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  acorn refuses to repair under warranty the uneven joints in the rail system. Their techs state that the joints are normal, and no repairs will be done. I feel that the joints are not normal and could be repaired. I am seeking refund of purchase and removal of stairlift

  Business response

  09/09/2024

  Acorn's Stairlifts supplies their customers with a  Limited Warranty for a period of one year from installation date covering defects in stairlift material and workmanship. It is also mandatory that customers that desire a lifetime warranty maintain an annual service agreement that includes a yearly maintenance service by our certified technicians. Because the customer has reservations over "bumps and vibrations" he hears while operating his stairlift, we offered to cover his equipment for a period of 4 yrs and the customer declined. Our cancellation policy requires the customer to request cancellation within 3 business days of the order for a no obligation return. Although the customer called outside of the 3 day requirement, we offered to remove and issue the customer a partial refund, to which he also declined. Because there are no deficiencies in the equipment and the stairlift is running to specifications, Acorn is unable to come to an amicable solution.

  Customer response

  09/09/2024

   
  Complaint: 22153432
  
  I am rejecting this response because:I was not informed of a 3 day time period, I expressed concerns about these issues at the time of install and was told that it would get better, and it did not, that put me past the 3 day time. I did accept the part of settlement to remove the stair lift and only asked if they could do better on the refund amount, ***** said he would check with upper management and call me back. this is a example of their customer service of not calling back the customer when they promised they would.

   

  
  Sincerely,
  
  ***************************

  Business response

  09/10/2024

  Update- An order form was signed by the customer on 3/11/2024 that states our cancellation policy. We reached out to the customer after receiving his reply. We reached an agreement with the customer to issue a partial refund and scheduled a technician to go out on 9/25/24 to remove the stairlift.

  Customer response

  09/11/2024

   
  Complaint: 22153432
  
  I am rejecting this response because: Only a correction to the part of their  response that stated that they reached out to me, they did not. I had to call ***** after their BBB response and accept a " rejected deal" that was not rejected by me. Just letting you know that Acorn has a problem of twisting words and flat lying, need to record what was said to customer service .
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/7/23, my husband and I bought a stair lift from Acorn. We paid $11,216 On August 14, 2024 the lift quit working in the middle of our staircase and put out an error code of F7. The users manual said that when this error occurs we must call the company immediately and not attempt to fix it ourselves. I did so and after two days the company called back and said a technician can come on August 31. When I said we need it fixed sooner, she replied that there is no technician in the ********* area and the technician would have to travel.The chair cannot be moved and is sitting in the middle of the staircase, making it difficult for us to get around it. It beeps every 40 seconds to remind us that it is off its charger. Ive turned it off and pulled the plug, but it continues beeping. The last time the lift stopped working, we had to wait 11 days before the technician came and fixed it. At that time he told us that there is only one repair person in ****** and **********!After we had the product for a year, a technician came, but only after cancelling twice and rescheduling. He told us that that the company can't find technicians who will do this work. *** tried to get someone else to fix it, but nobody will fix an Acorn stair lift. It has to be an Acorn employee.I am 80 years old and about to start chemotherapy for lung cancer. My husband is 87 and has balance issues. He used to fall on the stairs until we got the lift. It is dangerous for us to be without our stair lift. This is an untenable situation. We would like to replace the stair lift at this point, but that will be incredibly expensive and wed be without a stair lift for many weeks. Can you hurry them along or suggest any relief for us?Thank you.*******************

  Business response

  08/28/2024

  Acorn deeply regrets the inconveniences that the customer experienced while attempting to schedule a service for her stairlift. Field technicians do not have visual calendars of our daily schedules and provide conflicting information as a result. We were able to get the customers stairlift serviced on August 21, 2024 and it is running to specifications. 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 28Th of 2023 I purchased and had installed a Acorn Stairlift in My home. Serial number ************ with the Manufactures Extended warranty, Which was valid until July 28Th of 2024.In late June of this year i was contacted about renewing the extended warranty by a Acorn representative, I opted for the one star warranty plan in the amount of $****** sent a check on 7/15/2024. I was contacted the next day by ***** a account advisor the next day also offering extended warranty coverage, she thoroughly advised me that the 1 star plan was not good for me. I Then contacted my bank attempted to stop payment on the check, the check was processed anyway by acron stairlift. On August 24th of 2024 i called to schedule maintenance on the stairlift because of mechanical issues.I was told the extended warranty was still active and the visit was covered with no out of pocket cost to me. The visit was scheduled for the 29th of July one day after the warranty expiration date. when i questioned the matter the service department assured me since it was scheduled before the date it was not a issue. The appointment went as scheduled and the stairlift was serviced as needed i was then told that i was being charged the full $****** i had paid for a extended warranty for the single 30 minute visit the check had cleared before stop payment could occur. when i contacted them to question and discuss the matter the representee on the phone was very combative, tried to over talk me constantly to the point i asked to please be quiet so i could talk. she could not explain why i was charged or why the visit was not covered as had previously told to me before hand . i would like the ****** repaid to me as i had sent an email alerting the account advisor that i had stopped payment on the check and been advised by their own representee to cancel the 1 star warranty. i also do not feel that i should have been charged for a service call / annual inspection that was to be covered.

  Business response

  09/10/2024

  Acorn apologizes for the inconsistencies in information that was relayed to the customer. The customer is correct in that he should not have been charged a fee of $295 for the service visit on 8/24/24. We did not invoice the customer for that visit. We are sorry to hear that the customer stopped payment on the purchase of a service contract due to misinformation. I called the customer but was unable to reach him. Ultimately, after a lengthy review over the customers account, an email was sent to the customer asking him to call me personally to extend an offer. We look forward to resolving this complaint expeditiously.

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