Complaints

The 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:07/31/2026

  Type:Service or Repair Issues
  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.

  If there is such a thing as an Acorn stairlift lemon, I think i have one. Numerous problems since install on 10/9/25. Installation procedure was not accomplished per the initial sales order. Instead of against the wall, it in now partially blocking the hallway. Acorn sent a tech to try to accomplish repositioning the lift. REMOVEDsaid it was not going to work per the sales proposal. Since my wife needed the lift, we decided to work around this inconvenience. Since then we have had numerous problems such as wiring being improperly located and causing lift to stop working, Tech relocated wiring. Now, we have had numerous instances of lift just stopping and failing to proceed. Also, on one visit the tech noticed what he thought was used or dented equipment that was installed. This was corrected on a subsequent service call. Latest instance was 7/29/26 when lift stopped working midway down steps. REMOVEDthat was supplied with lift to manually lower or raise lift does not work. Lift now dead in stairway and we have to be very careful walking around it. Just sits there and "Beeps". Called service REMOVEDand was told that they could come out on 8/5/26. A full week after lift broke down again. I feel this is unacceptable and would like a refund of my purchase price or a complete new unit installed with an extended warranty of at least 2 years. My wife and I are in our 80's and decide to purchase a stairlift in order to stay in our home longer. E-mail sent to REMOVEDon 12/1/25 describes all the problems up to then went unanswered.

  Business Response

  Date: 08/17/2026

  We've attempted to reach out to REMOVEDregarding his reported concerns/issues with the stairlift.  We were advised that he has retained legal counsel; we are awaiting further communication and will work towards an amenable solution at that time.

• Initial Complaint

  Date:07/20/2026

  Type:Order Issues
  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.

  Acorn chair lift is under yearly maintenance. Fees are paid promptly and fully. Unfortunately, the work (maintenance) is not being performed on a yearly basis as the maintenance contract specifies. This year, 2026, the service has been delayed twice REMOVEDdate was moved to July), which places any service beyond the 1-year agreement. Additionally, I am being told the service must be moved to October. That makes the service more than 6 months late.The Acorn web site says yearly maintenance is important, I have paid for yearly maintenance, and the service is not being performed.

  Business Response

  Date: 08/04/2026

  Acorn regrets the delay in scheduling and completing the annual maintenance inspection as requested.  A technician is scheduled for August 4, 2026 to complete the necessary service.  As a gesture of good faith, we are offering a 6m gratis extension of your current annual service agreement.  Please don't hesitate to contact us at REMOVEDor REMOVEDif further assistance is needed.  We thank you for your business.

• Initial Complaint

  Date:07/15/2026

  Type:Service or Repair Issues
  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.

  Nature of Complaint:Defective installation, repeated unsuccessful repair attempts, ongoing safety concerns, failure to adequately resolve complaint, and refusal to respond to request for removal and refund.Desired Resolution:Removal of the chairlift from my home at no cost to me and a full refund of all monies paid.Complaint Details:On October 27, 2025, Acorn Chairlift installed a stairlift in my home. From the date of installation, the equipment has experienced recurring operational and safety-related problems that have required numerous service calls and repair visits.The initial installation appeared improper. The installer spent much of the installation consulting Acorn by telephone and was onsite for approximately eleven hours. On November 13, 2025, an Acorn technician confirmed that the rail had been improperly installed and required complete realignment. The chairlift became inoperable due to rail-related error codes until repairs were completed on November 19, 2025.The problems continued throughout 2026. I have given Acorn numerous opportunities to repair the chairlift. Since installation, there have been multiple service calls and technician visits addressing recurring problems involving improper installation, rail alignment, operational failures, charging issues, ride quality, and safety concerns. The chairlift has not performed as represented, and I no longer have confidence in its safety or reliability.I am requesting assistance in obtaining the following resolution: Removal of the Acorn chairlift from my home at no cost to me. A full refund of all monies paid for the chairlift and installation. Written confirmation from Acorn regarding the resolution of this matter.I have maintained records of service calls, technician visits, photographs, and communications with Acorn and am prepared to provide supporting documentation upon request.

  Business Response

  Date: 07/23/2026

  Acorn has been in touch with the client and has worked out an amenable solution for the complaint received.  We are scheduled for August 12, 2026.  We thank the client for working this through with us.

• Initial Complaint

  Date:07/02/2026

  Type:Service or Repair Issues
  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 contacted acorn stair lift on May 18. We signed the contract. They did not install it till June 9 and in the meantime, my mom we put it in for my mom she couldnt walk anymore. She went in the hospital and when she came out of the hospital, she still could never walk again so we had to call hospice because she stage four metastatic breast cancer that has gone to her bones and her back was all fractured, and the tumors were all over her spine, and we tried calling them and asking them for some sort of a refund and they wouldnt help us. My mom passed away on July 1 and we contacted them June 12 or 13th. You know I understand we bought it. I do understand that but theres gotta be some sort of compassionate refund because my mom passed away. We bought it for her to be able to get up and down the stairs and she died while she was in hospice.

  Business Response

  Date: 07/14/2026

  We offer our condolences for your loss.  Unfortunately due to our client demographic, the circumstance presented is not unique and the premature passing does present itself periodically. As such, Acorn Stairlifts does not solicit clients. Those interested in our product must make the first contact. Acorn is unable to consider your request for stairlift removal with a refund. As previously offered we can dismantle the stairlift from the staircase and waive the service/labor charge; however, the stairlift would be left onsite for client storage. Please reach out to a member of our support team at REMOVEDif you would like to arrange a dismantle appointment.

  Customer Answer

  Date: 07/15/2026

   
  Complaint: 25008776
  
  I am rejecting this response beca because you should stand by your products and offer a refund, especially in the face of someone dying we never even used it and we contacted you numerous times before she passed away and no one ever responded. I will make sure if you dont do something at least give us half back. I will put the worst review out there for you and youre just out of line by not at least responding and given us half of our money back we can deal with the loss of the piece that goes up the stairs, but the rest of it come on youre supposed to be a business that has a heart and helps people and you dont care so Im not gonna let this go until you at least give us half of our ,
  
  REMOVED

  Business Response

  Date: 07/23/2026

  With sympathy for the loss of a loved one; our response remains unchanged.  We are unable to provide a removal/return/refund for the stairlift purchased and installed.  If needed, Acorn can arrange an appointment to dismantle the stairlift from the staircase at no charge; however , the stairlift would be left onsite.  Any member of our support team can facilitate this request - REMOVEDor email at REMOVED

  Customer Answer

  Date: 07/28/2026

   
  Complaint: 25008776
  
  I am rejecting this response because:IT WAS NEVER USED HOW CAN YOU BE SO COLD HEARTED. SHE DID NOT HAVE REMOVEDSO ON TOP OF A STAIRLIFT WE NEVER USED BUT PAID FOR WE HAD TO PAY FOR HER FUNERAL , WHAT IS THE BIG DEAL FOR YOU TO REFUND HALF OF THE MONEY, WHEN YOUR ANNUAL TURNOVER FOR LAST YEAR WAS ALMOST 300 MILLION DOLLARS
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:05/28/2026

  Type:Service or Repair Issues
  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.

  Stairlift installer was not forthright with his responses to my elderly mother-in-law's concerns regarding corroded and scratched parts being installed in the system. He stated the parts were new when they clearly were not. The stairlift also did not function smoothly while in operation on the stairs. This was also brought up to the installer who quickly brushed off the question saying, "they all work this way." Therefore, because my mother-in-law does not feel safe using the stairlift and has lost trust in the product and company, she is not using it and wants it removed with a full refund. This had been communicated to Acorn and they stated they will send an installer over to replace all defective parts. (They state the parts are stored "on another island" and had been subjected to a moist-corrosive environment - so why were these parts installed in the first place?). This is not acceptable to us and we have demanded they remove the stairlift and refund us. We also told the company that we would be reporting this to the BBB. Please assist in any way possible.

  Business Response

  Date: 06/18/2026

  We have tried on multiple occassions to reach Mr. REMOVEDto further review and discuss the concerns reported.  We've not been able to speak further to the client to work towards a resolution.  We respectfully request that Mr. REMOVEDreach out to us at REMOVED.

• Initial Complaint

  Date:05/20/2026

  Type:Service or Repair Issues
  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.

  This company coaxed my REMOVED2023. The contract was for $675 which she's never received any servicing and due to her dementia has moved to a senior facility. I would like her to receive a full refund as she 1) was not in mental capacity to enter such contract 2) never received the service and does not need the service. Originally, we requested to just have the lifter removed at no charge, they refused. So now we want a full refund.

  Business Response

  Date: 06/03/2026

  Thank you for bringing your concerns to our attention.  We've reviewed Ms. REMOVEDaccount.  The service contract that she purchased was on February 12, 2026.  The provided Power of Attorney was not placed into effect until March 2, 2026.  We are unable to honor the request to refund the contract purchased however we will complete the removal requested at no additional cost.  Please reach out to a member of our support team at CSSpecialistsUS@acornstairlifts or at REMOVEDto make scheduling arrangements.

  Customer Answer

  Date: 06/03/2026

   
  Complaint: 24868974
  
  I am rejecting this response because: We have already removed the lifter at an additional cost to my mother. She's had to move from the home into a senior care facility due to her dementia/Alzheimer's and we had to remove the lifter so the property could be viewed by potential renters.  Therefore, we would like a full refund as originally requested. 
  
  Sincerely,
  
  REMOVED-REMOVED

  Business Response

  Date: 06/04/2026

  We understand that the stairlift has been removed however we are unable to consider your refund request/cancellation for the service contract purchased.  The initial request for cancellation was made on May 20, 2026 via phone call to our office after requesting information on cancelling the scheduled appointment on June 2, 2026 and about arranging a removal. On this same phone call, REMOVED-REMOVEDcame on the line to request cancellation not due to a medical incapacitation but rather due to selling the home. This is outside of our 30-day cancellation period.

  Customer Answer

  Date: 06/04/2026

   
  Complaint: 24868974
  
  I am rejecting this response because:  My mother was incapacitated at the time she made the agreement therefore whatever contract was sold to her was invalid.  While I obtained power of attorney later, that does not invalidate that she was able to enter into any contractual agreement as she is 82 and suffering from dementia.  Furthermore, no work was ever performed on the lifter, no battery replaced, no nothing.  As a result she should receive a refund.  Anything less is fraudulent and exploitation of older adults.  I'm curious how many others have complaints due to this company's refusal to refund monies when work was never completed.  I reject this response and again request a full refund to my incapacitated 82 year old mother.
  
  Sincerely,
  
  REMOVED-REMOVED

• Initial Complaint

  Date:05/09/2026

  Type:Service or Repair Issues
  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 inquired about the acorn stair lift. So they sent a sales representative by the name of REMOVEDto give me a quote. My mother who is 88 years old had a bad fall in our driveway at our home. The mortality rate for her was 88% for a fall and significant damage. We live in a 2 story house and both bedrooms are upstairs. He was here on a Saturday afternoon 4 days before mom was going to come home. So you could imagine my concern and fear of her falling again trying to get upstairs? I was looking for something to keep her from falling again but this time it could be worse and even mean possible death. My main issue was to keep her safe. I listened to the sales pitch from REMOVEDbut was floored by the price. But I thought I could get REMOVEDand REMOVEDadvantage plan to pay for it. So I gave him my credit card and he charged it for starting the process of getting the stair lift. You can imagine that when I found out that I was not going to get help from REMOVEDor my REMOVEDadvantage plan. I couldnt afford REMOVEDdollars for this. So early Monday morning I texted REMOVEDaround 6:18 am to not proceed with the permit process. That I couldnt afford it. Although he didnt respond to my message. We both have iPhones so I could see the message was delivered and he read it 4-13-2026 . I just assumed he was taking care of my request. However he called me back over 3 hours later and told me that the permit process has been completed. And I quote him it happened faster than I thought it would. He gave me the phone number to call and ask about cancellation of the permit. I was told that she couldnt. I told her I was going to dispute the charge and she told me go ahead . So I did. But they sided with the merchant again!? Really didnt know why . I provided them with all my documents and to no avail .

  Business Response

  Date: 05/21/2026

  We completed a thorough account review and have reached out to the client about their concerns.  Due to the $305 chargeback submitted by the client, we are unfortunately at a stand still until REMOVEDand REMOVEDcloses the dispute.  Once closed, Acorn has agreed to refund the $305 back to the client should the funds be returned to our account.  

• Initial Complaint

  Date:05/07/2026

  Type:Service or Repair Issues
  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 have called 4 times for a service call and they keep telling me that they will send a service man to complete my service agreement but they have not contacted me yet and my time is almost up to claim my service agreement that is in the contract.

  Business Response

  Date: 05/21/2026

  Acorn regrets the delay in scheduling the annual maintenance inspection.  The visit has been completed on 5/15/2026 and all is operating as intended/to specification.  

• Initial Complaint

  Date:03/31/2026

  Type:Service or Repair Issues
  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.

  3/31/2026 - A techncian came to my home to do maintenance on a stair lift.I have two stair lifts. After I instructed him not to do maintenance on my other stairlift, he proceeded to take pictures of it indicating it was a government requirement for safety.I want the pictures removed from his phone and have a principal call me with an apology and indicate what repremands will be forthcoming to the technician.

  Business Response

  Date: 04/14/2026

  We appreciate you bringing your concerns to our attention. While onsite, the technician did note that you had another stairlift that was manufactured by Acorn.  Since we are a regulated device, it is protocol for field technicians to photo document equipment serial numbers and the installation photos for proper record keeping.  We regret that you had a difficult experience with the attending technician and that the reason for the photos wasn't properly explained.  

  Customer Answer

  Date: 04/15/2026

   
  Complaint: 24701485
  
  I am rejecting this response because:

  I need proof that the business is required to take photos of other stairlifts in the home. Please note that Acorn DID NOT install the other stairlift.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 05/01/2026

  There is not a specific requirement outside of our internal policies/procedures that the attending technician followed for documenting the serial number and taking photos.  We understand the the stairlift in question was not installed by Acorn however it was manufactured by Acorn.  Should the stairlift ever require service attention in the future, we won't have to burden you to provide any of this documentation since the technician captured this information at the time of servicing the other stairlift that is in your home. 

  Customer Answer

  Date: 05/01/2026

   
  Complaint: 24701485
  
  I am rejecting this response because:

  The technician indicated that the inspection was required by the government. The vendor's response indicated that it was an internal requrement.

  Who is telling the truth?
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/05/2026

  Type:Service or Repair Issues
  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.

  I'm looking to see if I have any grounds for getting a refund this company based on making the purchase after being provided sales-pitch information that's not holding up today. I have a unit that's last than two months old and it doesn't work! Now that I need it serviced, I was told the earliest available date is three days from now--inconsistent with what the sales agent informed me when pitching purchase of this unit. With the unit being less than two months old--plus real use didn't begin until five weeks later, I'm concerned about the quality of this unit--did I pay for a renewed unit versus a brand new one, etc. This is a medical device needed by my wife for daily functioning and this company is treating it like no "big deal". I was informed that my service request was placed at the highest priority level, so if that's true, hate to know how long the response time is for standard submission for service. Bottomline, would like to have my money returned because the service quality and unit is not meeting the expectations as presented by the sales REMOVEDTotally unacceptable for a supposed to be new unit with less than five weeks use....

  Business Response

  Date: 01/13/2026

  We thank you for raising your concerns with us. The attending technician on January 6, 2026 resolved the issue with the part that had an unexpected and untimely failure.  As a courtesy, the manufacturer's warranty has been extended through February 10, 2027.  Please don't hesitate to contact a member of our support management team should additional assistance be required at REMOVED

  Customer Answer

  Date: 01/14/2026

   
  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.  Seeing the unit is new and with less than 2 months use, I appreciate Acorn extending the manufacturer warranty to 10 Feb, 2027. 

  
  Respectfully,
  
  REMOVED