Complaints
This profile includes complaints for Lifeway Mobility's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 17 total complaints in the last 3 years.
- 7 complaints filed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/02/2026
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a stair lift from lifeway mobility a week ago the end of August 2026 there are several problems that repeat even after they're fixed. I don't want it and it sounds like they're not willing to do much about it. It's used but there was some kind of warranty
Business Response
Date: 09/04/2026
We're sorry to hear for the initial issues you've had with the lift and that you were longer wanting it in your home. You originally reached out to us regarding a missing remote, which we said we would replace for you. The following day, you followed up to let us know that you found the original remote, but that it did not seem to be working properly. In addition, you had mentioned you were unhappy with the speed and "bulkiness" of the unit.
We offered some reasonable alternatives to address your concerns, but you had declined both - 1. We would purchase back the lift for $500 or 2. Apply the amount paid for the used unit towards a new unit, only requiring you to pay for the difference (from what the used costed you). However, this complaint you submitted was prior to our visit yesterday, where we did a a full system diagnostic on the unit, including a speed check, and replaced the remote. Our technician confirmed that the lift was operating properly and with the manufacturer's specifications.
Each concern has been addressed with the most recent service visit, while also offering two alternative options.
Initial Complaint
Date:08/13/2026
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The installation of our new stairlift on 7/29/26 did not go smoothly at all. The installer, Shane PREMOVED, arrived and within 5 minutes, needed to use our powder room where he proceeded REMOVED, which necessitated the lighting of fragrance candles and use of Lysol aerosol to dissipate the smell. The installer also did not use any disposable boot covers over his work boots (unlike the salesperson, Steve HREMOVED, who initially sold us the stairlift) when entering our home and during the installation of the stairlift. We had to vacuum the stair runner and mop the hardwood floor after he left. His initial measurement for the rail placement was incorrect, so he had to drill new holes and left two unsightly holes on the first step of our staircase. We had to go to REMOVEDto get wood filler to repair the holes after he left. Finally, the installer forgot to bring two new remote controls for the stairlift. He gave us two dirty and scuffed up remote controls (which we initially refused) but reluctantly accepted after he promised to ship us two new remotes. We contacted our salesperson, Steve HREMOVED, immediately after the installation regarding the new remotes and he said it would be no issue to have them shipped. It has been over two weeks and despite follow-up calls and texts to Steve (who is no longer responding), we have not received the new remotes as promised. We paid nearly $6,000 in full for our brand new stairlift and reasonably expect all components and accessories to be in new condition. If this issue isn’t resolved (the delivery of two brand new remotes as promised), we cannot recommend this company and would advise others to look elsewhere for a stairlift.
Sincerely,
REMOVEDBusiness Response
Date: 08/18/2026
We're very sorry that your experience fell below the 5-star experience we strive to provide to every customer we serve. Your concerns will be addressed to ensure they don't occur again in the future. Regarding the 2 remotes, our manager had those mailed out today. Two new remotes are always included with the installation of a new stair lift, so we apologize that was not what you initially received. In the future, please contact us through our main local number (this number is on the sticker that was placed under the seat of your stair lift) for the quickest response. Steve has been out temporarily, which is why he had not gotten back to you. Please reach out if you do not receive the remotes soon.
Initial Complaint
Date:05/07/2026
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am the Power Of Attorney for the REMOVEDestate at REMOVED. REMOVEDpurchased a stair/chair lift from Lifeway Mobility in REMOVED.. REMOVEDhas had several problems with the chair/stair situation over the last several months that they have taken their sweet time in repairing. This last problem they are blaming on REMOVEDsaying he broke it. Regardless we have a disabled man who is 86 years old with REMOVEDthat is unable to get to his bedroom or bathroom because they are dragging their feet with the repairs needed. REMOVEDhas been out of commission with this chair situation for several weeks now and they don't seem to care. It's always "were waiting on a part". This chair lift has a one year warrantee and it has been less than one year. This is unacceptable. We feel that they sold REMOVEDan inferior product and are not willing to back it.Business Response
Date: 05/22/2026
We apologize for the inconvenience and delay in resolving the issue with the stair lift. Our local team was recently out to diagnose the issue and found that the power footrest was not functioning, thus causing the stair lift itself to become inoperable. We learned that there had been some issues previously on occasion with the footrest control, leading REMOVEDto use manual force on the powered mechanism.
We've submitted a replacement request with the manufacturer, although they determined the failure was not warrantable because of the direct force used on the powered footrest mechanism. However, to help support the customer, we will be waiving the service labor fee and only charging for the replacement part itself. The part arrived yesterday, and we have REMOVEDon the schedule for the completion of the repair. We look forward to completing this so that REMOVEDcan use his stair lift again.
Initial Complaint
Date:04/27/2026
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We were going to have a walk in shower installed but because it was going to take 8 weeks and my husband was being released from rehab and would need a shower sooner. We canceled on time, James BREMOVEDconfirmed it and said we would be refunded with 7-10 days. It has been almost 30 days ans we have not received the check to refund the shower.Business Response
Date: 04/27/2026
Hello, we're sorry for the delay in getting your refund check sent. It took longer than usual to get the refund processed internally. However, our local manager confirmed today that the check was sent out late last week and that it should arrive within the next couple of days.Initial Complaint
Date:02/10/2026
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Lifeway Mobility has failed to properly diagnose, repair, or document issues with a medically necessary REMOVEDstairlift used by my quadriplegic niece. The lift has been unusable for months, and Lifeway’s explanations and documentation have been inconsistent and unreliable.
Lifeway serviced the lift on July 10, 2025 for a mechanical failure. Shortly afterward, the lift again became non-functional. We reported the issue in November, yet Lifeway did not send a technician until December 22, 2025. During that visit, the technician diagnosed a motherboard failure but marked the project as “Substantially Complete,” which Lifeway claims means “usable.” The lift was not usable at any point.
The December certificate lists a “Total cost for parts and repairs: $1,219.20,” but Lifeway now states this does not include labor and that a new quote must be issued. This contradicts their own written document and raises concerns about accuracy and transparency.
On February 10, 2026, I spoke with Jake (Customer Care Coordinator). He stated that motherboards “can fail at any time,” that the December certificate “does not include labor,” that there is “no warranty,” and that he needs to “look into it.” These statements conflict with the July and December records and do not explain why early signs of failure were not detected during the July service.
This lift is essential for a quadriplegic family member. The July and December failures appear connected, the December certificate is inaccurate, and Lifeway has not provided a clear or timely plan to restore safe access.
Desired Resolution:
Lifeway should cover the cost of the motherboard and labor, or provide the repair at a significantly reduced cost. Given the likely connection between the July and December failures, the inconsistent documentation, and the medical necessity of the lift, it is not reasonable for the homeowner to be charged another $2,000+ for a problem that should have been properly identified and resolved.Business Response
Date: 02/10/2026
The initial service provided in July was not related to the issue found in December. During the July service, our technician replaced the REMOVEDnut on the platform lift, which had nothing to do with the board. In September, we were called out again because the lift was down. However, when our technician troubleshooted the lift with the manufacturer, we found it to be working without any issues at that time. The lift had surpassed the labor warranty at this time, so there was a $250 charge, but the customer refused to pay it.
Two months later (late November), we received another call from the customer and squeezed in a service call the day before Thanksgiving. The manufacturer had a skeleton crew that day because of the holiday, which forced us to reschedule to a later date in December.
On 12/22, our technician diagnosed an issue with the board of the lift when troubleshooting with the manufacturer. The customer again refused to pay for the service call, and a new board was not ordered by our team because a 50% desposit is required on parts over $100. The technician completed a temporary fix that would allow the lift to work properly for a short period of time, but stated that a new board would still be needed for the lift to work long-term. Yesterday, the lift failed.
Customer Answer
Date: 02/13/2026
Complaint: REMOVED
I am rejecting this response because: Lifeway’s response is inaccurate,
incomplete, and contradicted by their own service records. The lift has been
completely non-functional since July 2025, and their repeated misdiagnoses,
delays, and unprofessional conduct have left my mother and quadriplegic niece
without safe access for more than half a year.
1. "The initial service provided in July was not related to the issue
found in December."
This is false. The July visit was a major mechanical repair, not a simple REMOVED
nut replacement as Lifeway now claims. Their own July certificate shows
installation of new REMOVEDnut drives, greasing of the screw drive, and safety
testing — a repair costing $1,762.08, which we paid in full. The lift failed
within days of this repair and has been dead ever since. A repair that fails
immediately is absolutely related to the ongoing failure and raises serious
concerns about workmanship and proper diagnosis.
2. "In September, the lift was working without any issues."
This is not true. The technician performed no repairs, did not restore
functionality, and simply claimed the lift was "working" despite my
mother reporting it was completely dead. The lift has not worked since July. We
did not pay the $250 because no work was performed and the lift remained
non-functional.
3. "We squeezed in a service call before Thanksgiving."
This visit resulted in no repairs. The technician looked at the panel, did
nothing, and told my mother to call back after the holiday. Again, no payment
was made because no service was provided.
4. "On 12/22, our technician diagnosed an issue with the board."
This is misleading. The technician did not diagnose anything independently. He
had to call REMOVEDagain, left the home for three hours due to a stray cat, left
his tools and master key on the lift, and returned with a light bulb, which did
not fix anything. The lift did not work at any point during or after this
visit. We did not pay for this visit because no repair was completed and the
lift remained dead.
5. "A new board was not ordered because the customer refused to pay the
deposit."
Lifeway’s own December certificate lists a "Total cost for parts and
repairs: $1,219.20," contradicting their claim that a new quote was
required. My mother declined to pay because the diagnosis was inconsistent,
unprofessional, and the lift had not worked since July despite multiple visits.
We have paid only for the July repair, which failed immediately.
Summary
The lift has been dead since July 2025. We paid only for the July repair, which
failed within days. Every visit after July resulted in no repairs, no restored
function, and no value provided. Lifeway’s BBB response misrepresents the facts
and ignores the hardship caused to a household with a quadriplegic family
member who depends on this lift for safe access.
I am rejecting the business’s response because it does not address the ongoing
non-functionality of the lift, the failed July repair, or the repeated service
visits where no repairs were completed. My family has been without a safe,
working lift since July 2025, and this has created a serious hardship for my
quadriplegic niece, who relies on this equipment to safely leave our home for
medical care and essential needs. Given that the July repair failed within days
and the lift has remained non-functional ever since, I am requesting a full
refund of the $1,762.08 paid for that repair. I am requesting a resolution that
reflects the full service history, the failed workmanship, and the impact this
has had on our household.
Sincerely,
REMOVEDBusiness Response
Date: 02/17/2026
We fully understand the impact
these types of solutions have on our customers’ lives and are sorry for the
inconvenience. Our team has done its best to provide service as soon as
possible once notified and has remained committed to solving the issue.
The July visit was to
repair/replace the REMOVEDnut as originally stated. Whenever we replace an REMOVED
nut on a vertical platform lift, it involves greasing the rails and running
safety tests. This is required to ensure it is working properly again and is safe
for the customer to use. There were no other mechanical issues identified
with the unit during that visit, and it was operational after our technician
completed the safety testing. If it did, in fact, fail immediately as you
described, we were never notified of that. We did not hear from you or your
family regarding any further issues until September (2 months after the REMOVED
nut was replaced)
During the September visit,
there was no repair done because, upon troubleshooting the lift with the
manufacturer, it began operating like normal, and they could not replicate the
stated issue. When the technician left the home, it was functioning, and he said
to call our office if the lift stopped working again. If the lift became
non-functional again immediately after this visit, we were not notified until 2
months later (late November). Our team would have been happy to come out sooner
if notified.
The November visit resulted in
no repairs because the technician was unable to get hold of someone at REMOVED
due to their office operating on a skeleton crew the day before Thanksgiving.
We’re required by contract with REMOVEDto troubleshoot their units with their
tech team to determine the issue and order the correct part if needed.
As stated above, the technician
called REMOVEDagain during the December visit because we’re required to do that
when diagnosing an issue with a REMOVEDvertical platform lift that we’ve
installed. The lift was not permanently fixed because it was determined that the
motherboard needed to be replaced. We did all that could be done at that time.
To order the motherboard (the fix recommended by REMOVEDto solve the issue
with the unit), a 50% deposit is required, but that was not paid.
You’ve shared that the lift has been
dead since July, but there have been almost 2-month gaps each time we were
contacted regarding the lift not working. For example, in the original
complaint, you stated, “Lifeway serviced the lift on July 10, 2025, for a
mechanical failure. Shortly afterward, the lift again became non-functional. We
reported the issue in November, yet Lifeway did not send a technician until
December 22, 2025.” There was a technician at the home in September,
November, and again in December.We’d like to assist in getting
the lift in operating condition again, but that requires a deposit for the new
motherboard and the amount due for the September service visit (we did not charge for the November or December visits).Customer Answer
Date: 02/17/2026
Complaint: REMOVED
I am rejecting the business’s response because it does not
accurately reflect the service history, the repeated failures of the lift, or
the delays and misdiagnoses that have left my family without a working platform
lift since July 2025. The business’s narrative omits key facts, contradicts
their own documentation, and shifts blame onto my elderly mother instead of
acknowledging the pattern of failed workmanship.
1. The lift had multiple failures before July, not just one.
Lifeway’s response ignores the fact that the lift required repairs in March
2025, failed again in June 2025, and my mother immediately notified Lifeway at
that time. Despite her call, Lifeway did not send a technician until July,
demonstrating a significant delay in response. This was not a single isolated
issue. It was a pattern of recurring failures and slow response times that
Lifeway was already aware of.
2. The July repair was a major repair covered by a 90-day
warranty, and the lift failed again within days.
The July service was not a simple REMOVEDnut replacement. Their own July
certificate shows installation of new REMOVEDnut drives, greasing of the screw
drive, and full safety testing — a repair costing $1,762.08. The lift failed
again within days, well within the 90-day warranty period. Lifeway was
obligated to return and correct the issue at no charge. Instead, they are now
attempting to charge for the September visit and blaming us for their own
delays.
3. My mother DID notify Lifeway immediately after the July
failure, including reporting a loud mechanical noise.
Lifeway claims they “were never notified,” yet my mother called after the loud
noise and reported that the lift had failed again. Lifeway did not respond
promptly. The next visit did not occur until September, which contradicts their
claim that they were unaware of the issue. Their own service history shows they
were notified and simply did not respond in a timely manner.
4. The lift was NOT working in September, and no repairs
were performed.
Lifeway states the lift “began operating like normal,” but this is not
accurate. The technician performed no repairs, did not restore functionality,
and left the lift in the same non-functional condition. The lift did not work
when he left, and it has not worked since July. We did not pay for this visit
because no repair was completed.
5. Lifeway’s delays between visits were not caused by us.
Lifeway repeatedly references “two-month gaps,” implying we failed to contact
them. This is misleading. My mother contacted them after each failure, and
Lifeway took weeks to respond each time. The delays were on their end, not
ours.
6. The November and December visits resulted in no repairs
and no restored function.
In November, the technician could not reach REMOVEDand left without diagnosing
or repairing anything. In December, the technician again failed to diagnose the
issue independently, left the home for hours, returned with a light bulb that
did not fix anything, and left the lift completely non-functional. No repairs
were completed during either visit.
7. Lifeway’s explanation of the motherboard issue raises
serious concerns about their July workmanship.
If the motherboard was failing, it should have been detected during the July
safety testing. A failing motherboard typically presents error codes,
inconsistent power, or operational irregularities — all of which should have
been identified during a proper post-repair test. Furthermore, if the
motherboard was truly the root cause, it should have been detected during the
September or November visits. The fact that Lifeway failed to identify any
electrical issue during two separate service calls, yet suddenly claimed to
discover it in December, demonstrates inconsistent diagnostics and a lack of
proper troubleshooting across multiple visits. This pattern further undermines
confidence in the accuracy and thoroughness of their assessments.
8. The lift has been dead since July 2025, despite multiple
visits where no repairs were completed.
Lifeway’s response does not address the core issue: the lift has been
non-functional for more than half a year, and every visit after July resulted
in no repairs, no restored function, and no value provided.
9. Lifeway began calling my mother directly after the BBB
complaint was filed.
Lifeway began calling my mother on Friday immediately after the complaint was
submitted. Given the ongoing issues and the need for clear documentation, we
are choosing to communicate through the BBB platform to ensure all information
remains in writing.
Requested Resolution:
Given that the July repair failed within days, was covered by a 90-day
warranty, and the lift has remained non-functional ever since, I am requesting
a full refund of the $1,762.08 paid for that repair. At this point, due to the
repeated failed visits and ongoing delays, we will be hiring a qualified
contractor to properly diagnose and repair the lift.
Sincerely,
REMOVEDInitial Complaint
Date:12/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a stair lift from this company in February or March of 2025. On December 25, 2025 the unit sparked and it stopped working. I called the company and of course it was closed so I left a message! Since no one called me I called them again on December 26, 2025 and was told no one could come to repair the unit until January 12, 2026! My husband has cancer and is unable to climb stairs which is why we purchased the stair lift! This is creating pain and suffering for him as he has to sleep on a recliner. This company that deals with people who purchase a stair lift because it is necessary for their daily life does not have an emergency service to accommodate the people who have spent a lot of money to make their life a little easier! And they have no sympathy or remorse! Therefore I am filing this complaint! Thank you so much!Business Response
Date: 12/29/2025
We appreciate you taking the time to share your feedback. We're sorry that the earliest available service appointment is January 12th. Lifeway Mobility does not offer emergency service, and we're unaware of any other stair lift companies that offer emergency service. We understand your concern, and our local team will reach out directly if any cancellations allow us to move your service call up to an earlier date. You're at the top of our list for that. Thank You.
Customer Answer
Date: 12/29/2025
Complaint: REMOVED
I am rejecting this response because:I am severely ill and unable to access my bed and bath and I do not feel that every effort has been made to service the unit that I purchased in good faith and paid for! At the time of purchase it was not told to me that in the event of an emergency nothing is set in place and I would just have to wait for service no matter how long it took!
Sincerely,
REMOVEDInitial Complaint
Date:12/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We rented a stair lift from this company in March 2025. The contract said that the rental fee was $250 a month and that if, after six months, we wished to purchase it, we could pay $500. We called in early November to say we wished to purchase it. By the time the company got back to us it was 11/10/2025, 3 days past the day they normally charge our credit card the rental fee. They then charged the $500 purchase fee. So we were paying to rent the lift for the month we purchased it. When we asked that they reimburse the rental fee they refused. Also, they charged us tax for both the rental fees and the purchase price on every charge to our credit card, but no where in the contract do they say that the fee is plus tax. We are disputing the $250 rental fee for November and the taxes throughout the rental and purchase that we were not told they were charging in our contract. The account is in the name of REMOVED, my disabled spouse.Business Response
Date: 12/23/2025
Hello,
We will provide a refund of $250 for the November rental fee, even though the communication received regarding the buyout of the unit came after the recurring charge was processed for the following month (November). The sales taxes cannot be refunded as tax is charged on product rentals in the state of REMOVED.
Thank You.
Initial Complaint
Date:07/15/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Chairlift was installed on May 31, 2025. When I talked to the sales rep Matt RREMOVEDI was very clear that my mom does not walk at all and we need to transport her using a hoyerlift to get her on/off the chairlift. At no time was there any question that this would not work or any concerns brought up about that process. Once the hoyerlift was installed and we tried using the hoyerlift on the top step it was clear this would not work. The hoyerlift did not fit under the chair and we could not get my mom back on the chairlift. I texted Matt to let him know this problem and asked if they could extend the rail 8-12 inches so we could get the hoyerlift under it. The answer to this was no it was not possible. The solution suggested by Matt was to purchase a custom stairlift for an additional $4000 for a total of $8000 for 5 steps of rail. That was not a good solution and I told him we would not be doing that. In the mean time my 97 year old mother passed away on June 30, 2025. She never got to use the chairlift and was not able to spend any time outside to enjoy summer as was our goal for having the chairlift. I asked them many time fore removal and a full refund less the cost of installation. I received no replies to my request. I then reached out to investigate legal intervention. This was going to be my last step if they did not do the right thing and refund us for a product that was never used. None of the paperwork states anything about no refunds. I am looking for full refund and removal of the unused stairlift.Business Response
Date: 07/15/2025
Hello REMOVED,
First and foremost, we're very sorry for the loss of your mother.
Mindy from our local office in AREMOVED, just reached out to you and left a voicemail, as well as a follow-up email. The local team was unable to install additional rail to the lift due to safety concerns, and we were unaware of the hoyer lift install at the time we sold you the stair lift. We had provided Bruno's number to confirm that our suggested option was the only safe solution based on the setup of the ceiling lift.
A refund has been processed in full for the stair lift you purchased. It typically takes 1-2 weeks for the refund to be processed. Please reach out to our local team when you'd like to have them remove the stair lift
Customer Answer
Date: 07/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
Sincerely,
REMOVEDInitial Complaint
Date:12/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband and I purchased a Lifeway Mobility Stairlift on October 23, 2024. Total cost: $15,100. We made two deposits withdrawn directly by the company from our bank account in the amount of $9,150. The Stairlift needed modification in order to properly fit our stairs. The resulting attempts were unsatisfactory. Part of the equipment extended into the hallway. My husband is 90 years old and suffers from mobility problems and a severe aortic valve stenosis. He is on blood thinner. The cardiologist warned that any bumps could cause a life-threatening blood clot. After two attempts, a portion of the equipment still extended into hallway. Stairlift was removed. Spoke with the Sales Consultant on November 11th. He said he had told me about no refund which he might have. I don’t recall. Then said he spoke with manufacturer who stated it would fit. Based on that assurance, I approved reinstallation. Installers returned November 25. They wanted to make sure I wanted installation because it would be the same as before. I couldn’t believe it. I said, of course not. Installers called the operations manager to inform him of the situation. After speaking with the installers, the operations manager said that he was going to issue a full refund. He said he would have a staff member contact me. I thanked him. I felt he was very sympathetic to my situation. I also thanked the installers for their kindness and honesty. Shortly afterwards, I received a call from the staff member that the operations manager was trying to reach me. His supervisor told him no refund would be issued. Operations manager said he would to speak to the supervisor again. No call back. Left a message wishing him a happy Thanksgiving holiday and to call when he was available. As of today (December 15) no call from him or his supervisor.Business Response
Date: 12/16/2024
We apologize for the delay in communication. Unfortunately, a full refund could not be provided because of the nature of the lift in that the rail is customized to the specific staircase. This is stated on the contract. We waived the remaining balance ($5,950) that would have been due after the installation. The stairlift was installed within manufacturer specifications both times.Customer Answer
Date: 12/17/2024
Complaint: REMOVED
I am rejecting this response because:
There was no installation. The manufacturer made assurances it would “work”. The company’s website website viewed does not state “no refund” policy. The photo in company’s brochure shows equipment positioned out of potential harm’s way. The stairlift is designed for those with mobility problems such as my husband. Safety should be priority.Sincerely,
REMOVEDInitial Complaint
Date:10/18/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
These people are only out for money. I have had the worst experience with this company and I will never recommend them. I was looking for a stair lift for my mother who was in the hospital at the time and very ill. I could not really afford a stair lift, but it would have been necessary for my mom when she came home so I had to make the sacrifice. I had a sales rep named Mike JREMOVEDcome out to answer questions and give a quote. I specifically asked him if in the event that my mother should theoretically pass and never get to use the lift, would I be able to return it and get a refund. He told me I would be able to get it returned and refunded minus the install fee with no problems, as long as it wasn't used or very lightly used. Unfortunately, my mother ended up passing away the day after the lift was installed. I called the office and was told I could only receive maybe $400-500 max and that they couldn't take it back! I told them what Mike told me, and they said that's never been how they do things! I called Mike and left a message, and no response. The office told me they had to speak with Mike and the manager and that I would receive a call back, and I never did. So now I have not only lost my mother, I have lost $4200 and have a stair lift I can not use. Mike made me feel like I could have peace of mind no matter what happened with my mom, but obviously these reps will say whatever they have to in order to make a sale and do not care about you or your situation.Business Response
Date: 10/18/2024
Hello,
We've spoken to this customer directly and have provided a full refund (minus installation), which was the customer was told during the initial consultation. We sincerely apologize for the miscommunication and frustration. However, we've made sure to respond to this immediately and make things right for the customer.
Sincerely,
Lifeway Mobility
Customer Answer
Date: 10/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
Sincerely,
REMOVED
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