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March 2024 by Valjean T.
Chair stopped working again. I have experienced no customer service after evening hours and weekends. I have very seldom received a response when I have left messages. If you are lucky to get a response the wait time for service is not immediate even if it is an emergency. Example:My father can't climb the stairs and the chair has stopped moving. The remotes won't work even though they have new batteries. If you get this chair, remember the customer service as we have experienced is slow. You may have to call several times before you get a response if you have left a message.
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March 2024 by Annette H.
DON'T BUY THIS STAIRLIFT! My Acorn Stairlift was installed 8 months ago. Until yesterday, it worked beautifully. It stopped working and immediately I called Acorn customer service. The SOONEST appt to have it looked at is 7 days away! Despite trying to get a manager involved and multiple hours on the phone with customer service. My husband is now stranded downstairs with no bed and no shower. Be aware that this is something to think about when you purchase this or anyother lift. At least ASK about the service repair time. For a company that promotes to handicap/disabled persons, ACORN is not very empathetic to how their lengthy repair times will impact their customers. They need more repair persons!
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February 2024 by Karen M.
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 contacted Acorn to request assistance in re-attaching the lift supports on January 15, 2024. However, despite numerous calls and assurances, we have yet to receive any satisfactory resolution. After multiple attempts to reach out, we were finally connected with Mike, who claimed to be the top contact at Acorn. Unfortunately, the conversation with Mike and my husband this week was extremely unpleasant, and even after several weeks, we are still unable to get Acorn to come and repair the lift. It is imperative to note that this stairlift is my mother's sole means of accessing essential areas of her home, including her freezer, extra food, and laundry. The prolonged delay in service has severely impacted her daily life and independence. It is unacceptable that Acorn Stairlift cannot fulfill its obligation to service lifts in Sioux Falls. If they are unable to provide adequate support in this area, they should cease selling their products here altogether. At this point, we are not seeking monetary compensation; rather, we demand that Acorn fulfills their contractual obligations promptly. It is evident that Acorn Stairlift is in breach of contract, and we urge the Better Business Bureau to intervene and ensure that appropriate action is taken to rectify this situation. Thank you for your attention to this matter. We trust that the Better Business Bureau will investigate this complaint thoroughly and assist us in achieving a resolution.
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February 2024 by Suzanne W.
We've had the Chairlift for a few months and it's broken down twice. Each time it takes a quite awhile to get the service team out to fix it. This last time, we were told that it's going to take five weeks to have it repaired and that's because we live in the state of Washington, which has evidently not got enough service repairman. I'm very frustrated. WHEN it works, it works fine.
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February 2024 by ChevyNova S.
Customer service is horrible. Mom was stuck upstairs for 3 days before they had someone come out
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February 2024 by James M.
WARNING: DO NOT PURCHASE an ACCORN Stairlift. Unfortunately, I made the mistake of reading all the ads and listening to the salesman lie about their service. I have owned my stairlift exactly one year. The first 7 months were great then multiple issues began. The first two times we were scheduled and abruptly the appointments were cancelled and rescheduled for a week later. I called and complained, and they did send out a tech the next day. My wife is disabled and has the terrible disease ALS. Cannot use her arms and has limited usage of her legs. However, this doesn't matter to ACCORN. My wife was trapped upstairs for 3 days on the second issue. I now have another issue and they cannot come out for 5 days. Their service is deplorable. I've called another company to replace our unit with another company. I guess I will just write-off the $10,400. To repeat, DO NOT PURCHASE from ACCORN.
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December 2023 by Barbara S.
After submitting a complaint to the BBB and locating an email address for the President of Acorn, I received a call, and a Maintenance Tech came out that day. It was a very simple fix, and luckily we had already paid our $500 or $600 annual maintenance fee, or it would have been so overpriced for service. However, just to add a few more details: 1) The Service Tech called making a very strange noise after I said "hello" on the phone, and not responding with a hello, or telling me who it was. I was about to hang up, as we get around 8 calls every day from irreputable sources. After I said hello a 2nd time, he finally came around to answering in a normal voice and identifying himself. Not a good way to connect with customers, if you want them to stay on the line. 2) He said, you asked for an "AI", so I'll do that for you. I asked what that was. He said an annual maintenance. I thought, great, since he came all the way out for 2 minutes of work, that would at least make the trip worthwhile. He was there for another 20 minutes or so. But, during that time, I walked past him about 8 times, and he was always on his ipad, and then asked me to sign and initial in multiple places on a form where he had marked "yes" to testing: - the remotes (he did not have those), - the rollers, - clean motor brush, - remove seat, - racking screws checked/tightened, - battery voltage, - charge rate, - top limit switch, - bottom limit switch, - final limit switch, - carriage safety up, - carriage safety down, - carriage seat swivel, - footrest up side, - footrest down side, - perch/sit stand arm safety, - seat belt checked, - seat bolts tightened/adjusted, - hand winding wheel supplied (have never seen a hand winder, nor know where/how to use one on this chair) - Charge pins/Pts Checked/Tightened He may have checked a battery voltage when I wasn't watching, or a charge rate, but I know he did not check or tighten any screws, clean a motor brush, check rollers, check the remotes, the hand winding wheel (which I don't know if she even has),..... When I read the form and said you haven't done these things, he told me that portion of the form was between him and the company; I was just to read the 3 line "Technician Report" and was signing off on that, even though he wanted my initials in each section of the form. Most of the 20 minutes was the Tech on his ipad and then chatting about other things, which was fine, if he actually did the "annual maintenance" he wanted me to sign off on. The reason I am posting this addition is because if you have an Acorn Stairlift, and if you are talked into the "annual maintenance agreement" (which, if you are only using it a few times a day, I don't think you will get any benefit from), (1) make sure they actually do the work, and (2) unless it is broken, I don't see the value of the $500 - $600/year cost. The only reason we paid for it this year was because they were already going to charge us around that much for a one-time maintenance, and, as a fluke, we had issues 9 months later. Normally, if not abused, we have only had to replace the battery a few times over 11 years, and we found a handyman to do it for $50. He retired, so now we are paying the exorbitant maintenance costs to Acorn. They are severely overcharging for their maintenance, and it takes many hours of your time, and potentially weeks to wait for them to offer service, where someone can be left stranded, so if you have an alternative, I would strongly consider that.
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November 2023 by Rana B.
The company advertises itself as the world's best stairlifts, but their customer service leaves much to be desired and I would not recommend them to anyone who depends on assistance to go up or down stairs. Excellent sales and installation. But... They have clearly not invested in customer breakdown support. Our stairlift from the ground floor to our upstairs bedroom shut down half way up the staircase on the Tuesday before Thanksgiving. Customer support advised me that the earliest they could get a tech to our house was one week later! This has happened before. Do not schedule breakdowns near the end of the week or near holidays.
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November 2023 by Cailin O.
Wish there was a zero star option. AVOID this company at all costs. Service appointments are impossible to get, all they talk about is how I have to pay for the battery - yes yes, you have said that already. I've officially waited 16 months for my "annual" check-up and now they want me to wait another 4 months because their technician quit. Do yourself a favor and do not fall for this scam of a company.
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November 2023 by M R.
BEWARE! May seem like a good choice since initial cost is lower than other companies who sell and install chairlifts.....however...after one year you must purchase service coverage or chance paying over $250.00 plus parts for service. spent one hour with customer service - very poor. Shop around, my friends.....
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September 2023 by Douglas S.
I installed an Acorn stairlift one year ago at great expense and it's already breaking down. I called to have a service technician and the earliest they can schedule is three months out. What garbage! I should have gotten a Bruno and avoided this junk!
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August 2023 by Lisa S.
Acorn is the worst company relative to customer service. I had scheduled an appointment and was fully prepared to buy a stairlift from Acorn. However, the company began calling me every two to three hours to confirm my appointment, beginning four days prior to my scheduled appointment. I confirmed the appointment three times and even called directly to Acorn to confirm the appointment so I wouldn't continue to get automated calls. Acorn continued to call. I cancelled my appointment, and guess what? Acorn has called me three more times to see if I want to reschedule. I asked to be placed on the DO NOT CALL list and yet they still call. I tried to file a complaint with Acorn via phone and their customer service reps are RUDE. And trying to get through on their published customer service line is next to impossible. You have to leave a message. Please look at other companies ---
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August 2023 by David Yeager
These folks are ripoff artists. They take your money and then they don't answer the phone or they pick it up and hang it up. If you need a reliabe stair lift, DON"T GO HERE. THEY WILL STEAL YOUR MONEY and PROVIDE NO SERVICE!
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September 2022 by Frank D.
We have an Acorn lift for my 92 year old mother. Occasionally, it breaks down. I have been buying the yearly service plan (around$800) to ensure continuity of service and function. For this, the tech will change the batteries and do a yearly check And supposedly be on call for breakdowns. The typical wait (once you can get them on the phone) on a service request is two weeks! We are talking about a 92 year old having to climb and descend the stair she is afraid to for two weeks. What is the purpose of this item if not for safety? What stair climber company can beat this service? We are trying now to find that company. I am not happy.
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September 2022 by Adrienne J.
I'm updating my review of 8/29/22 only to report that after many hours of nobody answering the support/service line I was finally able to leave a voicemail. You can't make this stuff up! The first guy said would I please hold, then ten minutes later I was sent to voicemail hell. I hung up. The second person called me back to confirm that my appointment for ordinary maintenance had been moved from June 21st to August 30th--no call no show, and ultimately to November 28th. The third person called me back to explain that if it's an emergency they get right on it, but since my call was for ordinary service and not an emergency they would eventually get to me. I asked the big question: "If you don't answer the phone how do you know whether it's an emergency?" Guess what--no answer! Then and I don't know whether its karma or what, two friends have now asked me to recommend a chairlift company, they each need one! Needless to say I sent them to a local company that I had a great experience with. (Accessibility Solutions, Albany NY). So I don't know how much money they save by not answering the phone, but they have taken quite a loss just with me. I will update on November 28!
