Business ProfileforAcorn Stairlifts, Inc.

I purchased stairlifts from Acorn for my parents several years ago. My mom's name is *******************, her address is *********************************************************, her phone number is ************. We pay yearly maintenance fees that are close to $1000 for each stairlift. We were told that this fee is necessary in order to ensure that the stairlifts function properly. The fee covers an annual check up/maintenance. And if there are any problems, they are supposed to send a technician right away to fix it. They were just there a couple of months ago for the annual check up. However, last week, one of the stairlifts broke. My father has severe dementia and can barely walk. He is now stuck on a different floor than his handicap bathroom and the kitchen. My mother is still recovering from a knee replacement and has had to go up and down the stairs carrying my father's stool and urine, food, soiled laundry. She now feels like she hurt her knee. My father has not showered in days. My brother called Acorn multiple times before they even picked up the phone. Then he had to wait another day for them to call back with an appointment time. We were we would have to wait another two days before they could come, today. This morning, they canceled saying they need to wait for "the part" to arrive. I'm not sure how they know what "part" is needed when they haven't examined the machine. And they should have all parts readily available anyway. I want the technicians to come fix the machine immediately, and I want a refund of our service fees because they have not given us what they promised. Even all the yearly check up appointments were a hassle to schedule. The technicians consistently arrive late, change the appointment time. Reaching someone on the phone is an all day project.