The Acorn stair lift ran into my mothers door jammed the door, could not open or close for 3 night because a technician wasn't available to repair.
My mother bought a stair lift from Acorn last May 12. It's now one month later and this happened this last weekend: The stair lift was taken upstairs at 11:00 am on Friday, June 13th and on the trip back down the machine ran into the entrance door of her home. The lift is now jammed into the door and the door cannot open or close. Called Acorn for help and was told that a technician would not be able to get there until Monday morning. I then called and complained that not only can my mother not use her bathroom or bedroom because they are upstairs she can't also shut her front door. Her door was unsecured and unlocked for three days. She was scared to death and I was OUTRAGED!!
My mother has had this lift for one month and has already paid for 2 technician calls, each $250. After the fact of this terrifying incident, Acorn came into the home and installed a pin that took 3 minutes to put in place. This pin would have stopped the lift from coming in contact with the door and should have been installed the day she got the lift. My mother is 81 years old and has had multiple surgeries and the one place she should feel secure is in her own home. The fact that she had to sleep on he couch and not have a bathroom is one thing but not to have her door secured for three night is outrageous. I am asking for compensation for the technician fees and pain and suffering from not being able to live her life normally in a secured home because of this lift jammed into the door.
On May 12, 2015, Acorn Stairlifts ("Acorn") installed a stairlift in customer's apartment. The configuration of the lift, based on the unique layout of the apartment, was agreed to by the Customer. At the time of installation, Acorn provided a demonstration and an explicit explanation on the proper use of the lift including an explanation that the hinged rail needed to be fully extended prior to riding the lift. The Customer fully understood the proper use of the lift and the fact that, given the configuration of her apartment, the lift user could not ride the lift down while the front door was fully open at 90 degrees.
The lift worked exactly as intended following installation, and it has never malfunctioned. Although the lift has not malfunctioned, Acorn agreed to complete two service calls to repair the Customer's lift due to clear misuse of the lift. The first call was the result of the lift being operated without fully extending the hinge causing the carriage to be driven into the hinge resulting in a blown fuse. The second customer service visit was the result of the lift getting jammed into the front door when the landlord rode the lift down with the hinge fully extended while the front door was open causing the carriage to make contact with the edge of the open door and blow a fuse on contact. In both instances, the lift operators admitted to operating the lift improperly and thus both service calls were chargeable services as the issues were caused by the users, and not by any lift malfunction. The landlord and/or another gentleman present at the time offered to re-hang the front door so that it could be closed, and offered to pay for the service call since he had misused the lift, however the Customer's daughter declined both of his offers. After each service call, the Acorn representative again reviewed with the Customer the proper way to use the lift.
On Friday, June 12, 2015, the Customer's children reported the second incident to Acorn and Acorn responded and advised that a technician was available on Monday (6/15) to inspect and service the stairlift. This timeframe was not satisfactory to the Customer's children so they sent a flurry of calls and emails to Acorn on Friday and Saturday.
On Monday, June 15, 2015, an Acorn representative responded to the Customer's apartment and worked on the lift. Because Acorn did not have a technician available on Friday, Acorn offered, as a courtesy, to refund the service fee for the work performed on the lift. Acorn also made several suggestions, prior to installation and at each visit, on ways to resolve the issues caused by the close proximity of the front door to the stairs and the repeated misuse of the lift. These suggestions included:
Adding a door hinge pin so that the front door would not swing open a full 90 degrees and be in a position to clash with the rail when a user rides the lift to the bottom;
Reverse the swing of the front door to swing out so that Acorn could adjust the rail and allow users to ride down to the bottom of the stairs without the need for a hinge;
Reverse the swing of the front door to the opposite side so as to eliminate the need for the hinged rail;
Acorn informed the Customer they were willing to help with the cost to make the necessary adjustments to the front door if needed in order to provide the Customer and any other users with the safest solution. Despite Acorn's numerous efforts to satisfy the Customer's issues, the Customer's son has been unwilling to reach a resolution. In fact, he has launched an online campaign against Acorn, asserting numerous misrepresentations and threating to publish further complaints to the general public. In response to his harassing and threatening emails, and to avoid further repeated misuse of the lift, Acorn offered to remove the lift and fully refund the Customer. The Customer did not respond. Instead, her son filed the instant Complaint with the BBB.
(The consumer indicated he/she DID NOT accept the response from the business.)
What an INSULT to elders!!
Acorn Starlift should have installed the PIN on the first day of installation. They knew the configuration of the apartment when they installed the lift. This disastrous, unsafe and unsecured situation would never happened to begin with and my mother would not have to go through the trauma of her door being jammed for three solid days and nights.
It is not the responsibility of the landlord to fix a problem that was caused by Acorn. My sister didn't want the landlord to take the door of its hinges because she thought that Acorn would send a technician to repair the lift being jammed into my mother's entrance door.
This is an insult to elders! HOW DARE YOU BLAME THIS ON MY MOTHER MISUSE!! These are people who are disabled and some on multiple medications and they have been through ENOUGH. There only concern should be press a button and the lift activates. Acorn should take all precautions and safety measures so these things don't happen.
Ps. This is a direct quote form their National Legal Counsel for Acorn!!
"Your insistance on copying acorn executives is pathhetic. I again invite you to call me so we can discuss any concerns you have
Acorn Stairlift.. SHAME ON YOU!
Final Business Response
To date, Acorn Stairlifts ("Acorn") has taken several steps to try and resolve the Customer's son's concerns. Acorn has waived one of the service fees, offered to refund the June 15 service fee and covered the cost of making adjustments to the front door. There has been no productive response back to Acorn from the son. Instead the Customer's son continues to threaten to "publish" his experience without a meaningful dialogue on resolving his differences. In an effort to see if there is in fact a middle ground, Acorn spoke directly with the Customer and she confirmed she is satisfied with the response by Acorn.
Despite Acorn's numerous efforts to satisfy the Customer's issues, the Customer's son has been unwilling to reach a resolution or engage in any fruitful dispute resolution discussions. He has instead pursued an online campaign against Acorn, asserting numerous misrepresentations and threatening to publish further complaints to the general public. He has also rejected Acorn's counsel's invitation to discuss his concerns. In response to his harassing and threatening emails, and to avoid further repeated misuse of the lift, Acorn even offered to remove the lift and fully refund the Customer. Acorn received no response. Instead, the son filed a Complaint with the BBB and continues to send emails to Acorn entitled "I'M BACK", yet refuses to engage in any meaningful dispute resolution. Given the Customer's confirmation to Acorn that she is satisfied with the lift, Acorn does not believe there is any merit to this complaint filed by the Customer's son.