8 Customer Reviews
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Review from Melinda D
1 star18/02/2024
My 1 star is not based on the sales and installation of a stairlift *** ** **** **** *****, purchased 5 years ago. It was the best few thousand dollars spent to have the freedom to not be trapped on 1 floor of your house. Extended warranty has been purchased and getting someone here every year for service is challenging but eventually happens. 4 days ago lift was serviced. Battery replaced as the lift sounded like it was about to cak out. Less than 24 hours later the lift doesn't work at all. ** ****** spoke to someone on Friday and told them the lift doesn't work. No one said we will come soon or we can't help you until Monday. Some transparency would have been nice. Today is Sunday. My mother has been stuck on the 2nd floor since. We have called and called with no answer and no response to the messages left. Although your website claims you are open. Customer service at it's finest. Your company ****** ** ******* ** how you service a product relied upon by the most vulnerable. Elderly and disabled. ********** ***** ****** **** ** ****** ******** ************** ** *** * ***** ****** **** ** ** *********** **** **** ** ******** **** *****Review from Vivienne S
1 star11/12/2023
** ******* *** * ****** ** we chose Acora Stairlifts to install a stairlift so he could access the lower level of our home. This was helpful for him to exercise and not be on the same floor all the time. ** ** ********* ** *** **** ***** The Acorn salesperson was friendly but did not provide accurate information resulting in corrections. After the installation of the stairlift on several occasions, stalled and did not move. These experiences were stressful. As a result, we had numerous service calls. The problem has now been rectified. To compensate us for our stress and inconvenience, we have been offered an additional one-year warranty that costs $1,350.00. Their brochure doesn't show this price for a curved stairlift. The difference between the credit being offered to us and a four-year warranty is $1,645.00. We have been trying to communicate this to the very insulting customer service representative by detailing everything in writing and even sending registered letters to the management. Yet, we keep getting the same insulting response from the customer service representative who claims it was our fault that the stairlift did not work properly. She has not read our communication and keeps saying they have made a decision and will not change. I would appreciate a senior person taking an interest in our case and speaking with us personally. We do not appreciate being insulted by the customer service person who keeps saying the same words over and over. She has disrespected us so we do not wish to continue any communication with her. Surely someone in senior management will take an interest in our situation and speak with me. This will be very much appreciated. Thank you.
Acorn Stairlifts Canada Inc Response
18/12/2023
Upon review of all documents and email correspondence regarding this matter, The 1 Year additional coverage given is fair and this matter has been deemed resolved. As per the Operations Manager.Review from Robert B
1 star19/10/2023
Installation went well but follow up service was inadequate. We had a problem and were given a run around when we called for service which was finally scheduled a week later for a senior who was not able to use it in the meantime.Acorn Stairlifts Canada Inc Response
03/11/2023
Thank you for taking the time to submit your review. Our services are booked based on urgency and those with fully broken down lifts will be addressed first before a functioning lift. Although this method may not accommodate all of our clients all the time; this is the best practice to ensure those is dire need are addressed right away. The last communication with our office your lift was fully functioning even though 1 charge point was not connecting the second charge point would still charge your lift in the meantime.Review from Alban M
1 star27/04/2023
Acorn Stairlift is a "Rogue" Company and not to believe in what the Sales Person says. Please request them to attach a picture from their brochure to the contract before signing the contract and paying them a deposit. They show you and recommend one picture and then bring another product to install which is against the National Fire Code and Building Code. Because it blocks the hallway from front door to the back door. They do not follow any codes. Since, I was aware of these codes, I could quote. When you reject the product, they do not refund your deposit. They do not answer your letters, emails and phone calls. ***** ******** Ajax. OntarioReview from Julie M
1 star17/01/2023
Overall I feel like I was hustled by a finely tuned team of experts who specialize in ******** desperate people. We paid about $13,000 for a "curved" chairlift, with a rail so high off the ground it is terrifying. The initial salesman did not advise us that Acorn does not buy back or remove the device when no longer needed or if rejected by the purchaser. He also did not inform us that it has to be in continuous use or the battery drains, requiring a costly ($250) visit from Acorn to recharge it. He told us that the installers would show the user how to use it, which didn't happen. I was told to worry about the warrantee when the first year had lapsed. I did, and then was horrified at the prices they charge. Basically, I was told that it's the same as buying a warrantee for a car and in this case it's clearly a lemon. After explaining that ours wasn't in use and hours of to and fro over negotiations, an employee told me to turn it off and that they would honor the extended warrantee offer (which is lower than their staged levels of warrantee purchasable once the extended warrantee lapses) if the person I had it installed for decided to use it. However, when that happened, they denied they had said it. So I'm now stuck with a piece of unsightly useless junk without a warrantee and they are laughing all the way to the bank. Reading the reviews and complaints here and elsewhere makes me really glad I decided not to purchase warrantee. I'm hopeful there are less scurrilous companies and people out there who sell stair lifts. ********* ** ****** *** ********* ******* *****Review from Lavinder R
1 star19/08/2022
Bought gold warranty from day one. Was having knee replacement surgery on August 09th. Called around August 02nd for service call. No response. Called again on August 17th. Was guaranteed a call back same day from ''a manager''. Nothing. Called August 19th. 'Don't worry Sir, we will take care of it'. I am using the lift after a knee replacement and paid a huge amount for the warranty but when it comes down to servicing the warranty I hear nothing or every excuse in the book. ******** ****Review from Rupa G.
1 star15/10/2021
I am desperately trying to get hold of them since last 2 months for servicing and they say they will call me back but so far no one has called back. Initially when they sold it they were okay but lately it has gone bad. I have a warranty as well. I am very unhappy because I have seniors aged 90+ and if the lift fails it will be really bad and dangerous for them. I would appreciate a quicker response regarding the service callAcorn Stairlifts Canada Inc Response
25/10/2021
Customer has been contact and appointment has been booked at the customers earliest availability.Customer Response
02/11/2021
Thanks to BBB and Acorn stairlift yes the company contacted me and today they came in to service it and are going to replace a damaged part soon.
Review from Don K
2 stars15/10/2021
I was told both myself and my tenant would get a referral fee when a second chairlift for my tenant was installed. I already had an Acorn stair lift but my new tenant said another one was needed as a condition of moving in. They have refused to pay the referral fees claiming that since both chairlifts are at the one address they don't need to pay. . . inspite of what we were told. Told by the manager after many phone calls over 3 month period that it is "company policy"
Customer Review Rating
1.13/5stars
Average of 8 Customer Reviews
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