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:07/03/2025

  Type:Sales and Advertising 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.

  It just seems odd to me that the chair's battery seems to die right on time every year. This is the third year I've had the chair lift and the battery is about to be replaced again for the second ******* will cost in excess of $800 after all is said and done. The cost of the warranty is roughly $800 per year. Even with the warranty the last battery plus installation cost me $565.

  Business Response

  Date: 07/11/2025

  We've completed a review of the client's account.  Typically batteries require replacement around the 2-3 year **** on average.  There are variables that come into play that may require earlier or later replacement timelines.  For instance, when the batteries required replacement in January 2024; the lift was found not parked on the charge station.  When replacement needed in July 2025 there was no fault found with the equipment. As a one time courtesy, the $300 charge for batteries paid on 7/3/2025 will be refunded back to the card used for payment.  

• Initial Complaint

  Date:06/28/2025

  Type:Customer Service 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.

  On May 28, 2025, we had an Acorn stairlift installed in my father's home. At the time of purchase, we were informed that if a prescription for the stairlift was faxed by my father's doctor within 15 business days of installation, we would be eligible for a $450 tax rebate.We promptly followed the instructionsmy father's primary care physician faxed the prescription on the same day as the installation and provided confirmation that the fax was successfully delivered.Since then, I have made at least five attempts to contact Acorns customer service to confirm receipt of the prescription. Despite calling during their stated business hours, I have not been able to reach a live representative. I have also left multiple voicemail messages but have yet to receive any response.Given the cost of this product, the lack of communication and support has been extremely disappointing. I would appreciate prompt clarification regarding the status of the prescription and the tax rebate.

  Business Response

  Date: 07/10/2025

  At the time of the initial complaint, our office had not yet received the needed prescription from the client nor their medical provider.  The client was contacted and they have since sent in the necessary prescription to remove the sales tax paid.  The refund was processed on our end this morning.  

  Customer Answer

  Date: 07/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ************

• Initial Complaint

  Date:06/23/2025

  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 vhave a special needs grand daughter who is confined to a wheel chair and unable to walk on 6-13-2025 stair lift stopped 3/4 of the way up the stairs called but no one there to help would have to wait until monday grand daughter was stuck in her bedroom until 6-17-2025 was told if there was a problem to call 911 6-17 they came and said battery was not charged so a charge was put on was told battery was fine paid $365 for call lift worked fine until 6-21-2025 the lift quit working again with the samr problem received a call today 6-23-2025 was told they could have someone there on 6-26 which means she is stuck in her bedroom until thenwas told no charge for service call have a feeling tthat tthe battery is no longer any good which will cost $300 so great to know that they are so caring with their customers

  Business Response

  Date: 06/27/2025

  We thank you for raising your concerns with us.  We certainly hope that the attending senior tech onsite 6/24/25 resolved all concerns.  As a courtesy, the manufacturer's warranty has been extended through November 30, 2025.  Please don't hesitate to contact a member of our support management team should additional assistance be required at ****************************************************************.  

• Initial Complaint

  Date:06/11/2025

  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.

  My husband ordered an Acorn chairlift on July 30, *********************************** November of 2024. I had to have it serviced once after installing it and used it many times. Now since May 27th it has had nopower and doesn't work. I called and trouble shooted on the phone with Acorn about the power problem June 3rd and they said they would send someone within 24 hours to look at it. Since then I have been getting nothing but a run around from them and today was told they will call me on June 16th to update me on when a tech can be here. I'm 72 years old and have stage 4 lung cancer and need the lift to get up the stairs to my condo. This is unacceptable to me. I want them to come and take it out and give me a refund so I can find some place local that will service me in a reasonable amount of time.

  Business Response

  Date: 06/20/2025

  We thank you for bringing your concerns to our attention.  We sincerely apologize for the delay in service.  Acorn is actively recruiting for additional technicians in your area so that we can provide a better response time for our clients.  A technician has serviced the stairlift on Wednesday, June 18th and all is operating as intended.  In light of the delay and as a good will gesture, Acorn has extended the warranty on your stairlift.  We appreciate you allowing us the opportunity to work your concern through to a positive resolution.

• Initial Complaint

  Date:05/19/2025

  Type:Product 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.

  On April 25, I contacted Acorn Stairlifts to remove my Chair because I needed additional space to have a new washing machine delivered. They agreed to remove the Chair on April 30, 2025 at a fee of $700.00. They requested $300.00 immediately and they debited my *********** credit card for $300.00 on April 25, 2025. After speaking with my son he said that was too much to pay. So on April 26, 2025 I called and cancelled the appointment and I was told my $300.00 would be refunded within 5 to 7 business days. I have called repeatedly to get this refund and today on May 16, 2025 I have decided to file a formal complaint because whenever you call there is no one there to take your call or give you a refund.

  Business Response

  Date: 05/20/2025

  Acorn regrets the delayed action in processing the customers refund. We notified the customer that refund was processed back to her credit card and she agreed to monitor her account for the credit. We also apologise that the customer was not able to speak with someone directly regarding this matter.

  Customer Answer

  Date: 06/01/2025

  Acorn Stairlifts paid me the $300.00 on May 21, 2025.  Thank you for helping me.  ******* **********

• Initial Complaint

  Date:05/01/2025

  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.

  CONTACTED ACORN FOR A STAIRLIFT ***AIR ON 4-23-25. OPTION PROVIDED 1) PAY $200 PLUS PARTS + LABOR, OR PURCHASE A 1 YR CONTRACT THAT WOULD COVER ALL PARTS + LABOR FOR ANY NECESSARY ***AIRS INCLUDING A SERVICE BEFORE THE EXPIRATION. I PURCHASED THE 3-STAR $ 695/CONTRACT. **** CAME OUT ON 4-25-25 TO ASSESS, HE CALLED HIS OFFICE TO EXPLAIN AFTER TELLING MY HUSBAND THAT EVERYTHING WOULD BE COVERED. HE HAD A CUSTOMER SERVICE PERSON ON THE PHONE (SPEAKER) + SHE TOLD THE **** TO TELL HIM IT WOULDN'T BE COVERED,THAT IT WAS OUR FAULT. THE **** TOLD HER THAT MY HUSBAND HEARD HER RESPONSE + SHE PROCEEDED TO YELL AT THE ****, SWORE + HUNG UP. MY MOTHER WAS IN *** SO I DIDN'T CALL UNTIL APRIL 28TH ASKING FOR A SUPERVISOR + AFTER A CUSTOMER SERVICE PUT ME ON HOLD + ASKED QUESTIONS + ***EATEDLY PUT ME ON HOLD FOR APPROXIMATELY AN HOUR, FINALLY A SUPERVISOR, ******* CAME ON THE PHONE. I HAD TO RE-EXPLAIN + SHE PROCEEDED TO PUT ME ON HOLD. AFTER SEVERAL MINUTES SHE CAME ON THE LINE + STATED THAT THE ****NICIAN WROTE THAT WE USED A POWERTOOL + DAMAGED THE STAIRLIFT RAIL; THEREFORE, THE CONTRACT WOULDN'T PAY FOR IT. THIS IS ABSOLUTELY NOT TRUE, THE ***AIRMAN TOLD MY HUSBAND EVERYTHING WOULD BE COVERED + WE DIDN'T USE A POWERTOOL ON THE RAIL...IT IS OBSERD! ******* TRIED TO SAY SHE WOULD REIMBURSE THE CONTRACT + WE COULD PAY FOR THE SERVICE + THEN ***URCHASE THE CONTRACT AFTER COMPLETION. I ADVISED HER: NO, AS WE DIDNT DO ANYTHING WRONG. WE PURCHASED A CONTRACT THAT EVERYTHING WOULD BE COVERED. AN HOUR WENT BY + ******* CALLED BACK + TRIED TO SAY WE COULD USE THE CONTRACT MONEY + APPLY IT TO THE ***AIR + PAY THE ADDITIONAL FUNDS. ONCE AGAIN, I ***EATED...NO AS WE DIDNT DO ANYTHING WRONG. IT IS RIDICULOUS, THEY SOLD A CONTRACT + THE *** WAS RUDE, UNPROFESSIONAL + LIED STATING THAT IT WASNT COVERED...NOW THEY ARE NOT ADHERING TO THE CONTRACT THAT WAS SOLD TO ME + WE NEED THE STAIRLIFT ***AIRED ASAP AND EXPECT IT TO BE ***AIRED ASAP UNDER THE CONTRACT THAT WAS SOLD.

  Business Response

  Date: 05/13/2025

  Acorn has been in touch with the client after reviewing the account.  Service to repair the lift was completed on 5/9/2025 and the labor and parts charges were covered by the purchased service agreement.  

• Initial Complaint

  Date:04/12/2025

  Type:Product 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 purchased an Acorn Stair lift on 12/17/2024. I was informed that if I had my doctor fax the company asap That I would have the $300 sales tax refunded. I contacted my doctors office on 12/17 and she supplied the info they requested and faxed back on the same day. This $300 has never been refunded. Secondly , on the day I purchased the stair lift I also paid $850 to have an automatic swivel installed on the lift. An installer came on 12/18 and despite my paying for the auto swivel I was told that it couldnt be installed on the lift because there was insufficient clearance so the $850 would be credited back to my credit card. As of April 10, I have received no refund and numerous attempts to call **************** have gone unanswered. Since Acorns customer service line is completely automated there are only 2 extensions to choose from when calling. One is for installation and the other for billing issues and everything else. In fact when the appropriate extension is answered all you hear is another automated voice who informs you that the person at that extension (whoever that may be since no person is ever identified) is not available but will return your call . Since it has been over 2 weeks that Ive been calling I even doubt that a live person is even at that extension. I have looked for alternate phone numbers to call but it doesnt appear that there are any. I have no problems whatsoever with the lift but if my experience is any indicator of their customer service I dont know how they remain in business. Perhaps my biggest mistake was paying off the chair within 4 months because I dont even have a bargaining chip any longer. At this point I am trying to obtain a refund of $1150 which I believe Im entitled to. I would sincerely appreciate any assistance that you can offer in this matter

  Business Response

  Date: 04/24/2025

  Thank your for bringing your concerns to our attention.  A full account review has been completed.  At time of stairlift installation; after it was noted that the power swivel wasn't being installed - the order price was adjusted to offset the $850 cost of the power swivel.  We will contact you directly by phone to go over the costs and refund amount so as to not put your financials in a public arena.   

• Initial Complaint

  Date:04/04/2025

  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.

  My mother passed away, so I asked Acorn to take back the Stairlift which is no longer needed. They refused to take it back and only offered to charge over $300 to take it apart and leave the materials in my house. In February 2017 it cost $3095 to install. We paid every year for maintenance and to keep up the warranty, which cost $295 in May 2024. I cannot believe that it is now worthless and cannot be used by someone else, and would just leave me to dispose of it. This seems to me to be a poor business practice. I would recommend that others check out Acorn's competitors before buying from Acorn.

  Business Response

  Date: 04/09/2025

  We offer our condolences for the loss of your mother.  Because our product is a regulated item and we are also the manufacturer; we only deal with new stairlifts.  We do not offer/accept returns for resale or for donation; this is indicated in our Terms & Conditions on the back of the original sales order form.  We've had many clients successfully donate or resale their stairlift second hand.  Acorn will gladly assist with removal and reinstallation labor to ensure the stairlift is installed to safe specification.  Please reach out ************************************** if you would like additional information.  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23160838
  
  I still contend that this is a poor way to do business, leaving the customer stuck with unneeded, bulky equipment. It is not helpful to offer to charge me $300 to disassemble the equipment and still leave it sitting in my house. The local *************** said they do not have anyone who needs it, and the local ** does not respond to my request to take a donation. I have no idea how your "many clients successfully donate or resale their stairlift second hand". Then the Acorn call center operator cannot give me any referrals to someone who needs a discount or free stairlift. My only recourse is to pay someone to haul it away as junk.
  CAUTION: BUYER BEWARE
  
  Sincerely,
  **** ********

• Initial Complaint

  Date:03/31/2025

  Type:Product 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 put a deposit for a stairlift for my home to help care for my Mom back in January 2025. My Mom became very ill and is eventually in need of Hospice. So, I had to place my Mom into a facility and requested a refund from Acorn Stairlift. I have had to call them three times since January for a refund. This is ridiculous! After speaking with several people, they promised a refund. Here it is March 2025 and still no refund.

  Business Response

  Date: 04/04/2025

  Acorn regrets the processing time for the $300 deposit refund.  The credit refund due was processed back to the original payment card on Tuesday, April 1st.  Please don't hesitate to reach out should you require further assistance.

• Initial Complaint

  Date:03/27/2025

  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.

  The left arm of my stairlift, which Acorn Stairlifts installed, broke this morning. Screws and plastic pieces fell off and the entire arm cover came off. This makes it impossible for me to get up from the chair since theres nothing to grasp on to with my left hand. I called to schedule a date/time for Acorn to come out and was told the first available date was July 8. Today is March 27! I stressed this cant wait over 3 months to be fixed. The *** again said that was the first opening. I asked what would happen if the stairlift had stopped workingwould I have to wait 3 months? His response was you have a nice day and he hung up! I live alone. I called my son who came over and managed to put the arm cover on so that he could tape it. But he said its just a temporary fix and certainly will not hold until July.

  Business Response

  Date: 04/09/2025

  We have reviewed the issue reported and understand where the mishap occurred.  The client's service request was entered as an annual maintenance inspection so it did not receive the correct priority level by our scheduling team with a sooner response/service time. The work request has been updated to a service call and rescheduled for a sooner appointment.  The visit was completed on 3/31/2025; Ms. ******* stairlift is now working as intended.  Acorn apologizes for the inconveniences incurred and have coached the agent for proper handling moving forward.