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:10/25/2022

  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 89 ,./ year old parents with life threatening illness and orthopaedic conditions, require the use of their two Acorn stairlifts. The primary lift sounds as if it is jumping the track and leaves black shavings along the rail with each use. At this point whatever is being worn/shaved down is likely at its breaking point and then we may have injury to a parent and a completely non-functionning lift.
  Due to the repeatedly scheduled appointments after the last cleaning where the tech did not fix the issue, Acorn has repeatedly scheduled appointments only to cancel them close to the date then reschedule months out and the cancellation cycle repeats itself...multiple times.
  There are patients too sick and/or their caregivers too busy, as well as elderly not savvy enough to pursue their rights with similar problems with Acorn.
  My parents have a service contract which these delays run out the clock on - and across numerous consumer websites this is a very common complaint against Acorn. Quite a scam in the making. It's purportedly due to a staffing shortage, though originally we were told it was an employee with a family issue and they did not know when they'd return to work.
  If employee shortage is the issue perhaps Acorn is not a strong enough company and needs to look at its recruitment /hiring practices, pay-structure and ability to retain its workers. A strong/healthy company can do that.
  It's appalling that Acorn, in the business to help the injured, infirmed and elderly, is actually causing strife to the very customer base which they court and take money from. It seems as though it is time for a class action in order to hold them accountable.
  This is frustrating for my family but I cannot help but think of all of those people who don't have an advocate to try to help them navigate, not that it seems to help - Acorn is failing.
  Shame on Acorn.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/09) */
  Acorn has struggled to find qualified technicians in recent years. Progress is being made in our recruiting efforts. A technician was dispatched to inspect the stairlift on 10/27/2022 and found no issues. An annual maintenance was provided and the stairlift is operating to specification.

• Initial Complaint

  Date:10/15/2022

  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 paid the annual maintenence fee but can not get a repair man.My stair runs like a car dragging its muffler on the ground.They said they do not have anyone in the area to fix it December 7th.Last month they said Oct.27th.If you call them and tell them you want to buy a $10,000chair they will be at your house before you can hang up the phone.If you are 92 and a minority Dec.7th is the earliest we can fix it so I guess you will have to stay upstairs or downstairs with no toilet.I want a service mechanicASAP
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/26) */
  Client initially reported an issue on 8/19/22 and was scheduled for 9/19/22. On 8/24/22 user's son cancelled the upcoming appointment. The service ticket was reopened and service was completed 10/21/2022 and the stairlift is operating to specification.

• Initial Complaint

  Date:10/07/2022

  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.

  I purchased 4 separate Acorn Stairlifts, in October of 2020, to get my wife, who has Dementia, from the first floor to our third floor bedroom. I was told when I purchased the stairlifts that Acorn would provide an annual maintenance of the lifts in one year as part of the purchase price. In 2021 I received a call about purchasing a maintenance agreement for 2022 which would again include an annual maintenance of the lifts. I told them I hadn't received the original annual maintenance. the person selling the maintenance agreement told me the batteries in the lifts only had an expected life of 14 to 16 months on average and that a battery change was included in the agreement so I purchased 4 agreements for $400 each. In August of this year I called to set up the annual maintenance but was told "there was no one to maintenance the lifts in our area, but was connected to someone who could schedule someone to come out if there was a problem. I was scheduled for October 21st, 2022. I have just received an email suggesting I purchase next years annual maintenance agreement and looking at the details of the agreement it says an annual maintenance is included. Can you please help me.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/24) */
  The lifts were serviced October 21, 2022, and are operating to specification. Acorn regrets the delay in servicing which was due to a lack of qualified technicians and prioritized breakdowns over service. As a courtesy to the customer, the service agreements have been extended until October 2023.
  
  
  Consumer Response /* (2000, 7, 2022/10/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Stairlifts were maintenance within two weeks of the complaint being filed. The tech seemed knowledgeable and explained what he was doing. After completing the service he asked if I had any questions. The service agreement being extended was a pleasant surprise. I would like to thank the BBB; your communication with the company got results that my numerous phones didn't. Again thank you for your help.

• Initial Complaint

  Date:10/06/2022

  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.

  Stairlift transformer damaged by flood 10/1. Calls to service center x 4. Service center unable to answer calls and do not respond to messages left. No response from company in 5 DAYS. Still without stairlift. YET, the company service contract sellers have plenty of staff to make sales calls. ANY intelligent manager would be reassigning sellers to take calls from customer service needs and help organize company's response to customer needs. Customers are physically compromised and NEED those chairs operational. ACORN is poorly managed with insufficient response to physically needy customers!!!!!!!!!!!!!
  

  Business Response

  Date: 10/11/2022

  Consumer Response /* (2000, 6, 2022/10/07) */
  Service technician arrived today and repaired the chair lift to my satisfaction.

• Initial Complaint

  Date:10/05/2022

  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.

  04/22/22 installation
  broke Sept 15th
  today Oct 5th no resolution
  cannot get anyone on the phone. repair was scheduled for today. they told me (salesman) nothing is scheduled. liar of course. since trying to get someone. unbelievable
  I am handicap and cannot get the stairs.
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/20) */
  Service was completed October 5th and stairlift is operating to specification.

• Initial Complaint

  Date:10/04/2022

  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 called aircorn and stair lifts Incorporated several weeks ago to get service on my dad's Brooks stairlift. Brooks is manufactured and serviced by acorn stairlift. I complained that the local agent/ authorized dealer stated that Acorn had taken away his ability to get parts for the stairlift, and that I asked them to sell me the parts so we could get the stair lift repaired. Just like the authorized dealer told me, they no longer work through local authorized dealers and I would have to go through them. The local former authorized dealer told me that Acorn did this remove the expense of paying the authorized dealer, and this also increased their revenue at the same time. Acorn said that was basically their policy and the only way to get a service is to go through them.
  
  They asked me to fill out paperwork, which amounted to taking different measurements, and they also required many photos from different angles. I supplied all those things and I was having a hard time hearing back from Michael, or anyone else at acorn. I finally got a hold of Michael who said I would hear from him by the end of the day or the beginning of the next day. This was before the hurricane hit florida. At this point I've already had a hard time getting a hold of Acorn to get service on my dad's chairlift, it wasn't the Hurricanes fall, it is acorn's fault. Now I call and all I can do is leave a voicemail, which I've done many many times. I've also sent many many emails and nobody responds. Acorn is required me to jump through all these hoops, yet they are not there to facilitate an answer. They've basically sold us a product, that now I can't get service on it it's worthless. I'm asking for acorn to please refund the purchase price of the stairlift so we can go purchase one from someone else. Another company that will be able to service us. What Acorn did to their customer base just isn't right. Shame on you
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/18) */
  It appears that the client may have been misinformed by the dealer. Dealers purchase products from Acorn- Acorn does not pay dealers. Acorn no longer has dealers in NV but does service Brooks and Acorn Stairlifts in the state. Acorn's Orlando office was closed for several days during and after Hurricane Ian because the roads leading to the office were flooded and impassable. Acorn has been in touch with the client, applied for a permit for the stairlift since one had not been pulled by the dealer and is scheduled for a service visit on October 19, 2022. Since the client did not enter into a sales transaction with Acorn, Acorn will not be refunding the purchase price of the lift that was purchased from a dealer.

• Initial Complaint

  Date:10/03/2022

  Type:Customer Service 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 wish I would've read all of these complaints before spending money with Acorn. We received a call almost everyday asking if we wanted to buy the extended warranty. We finally decided it would be worth it, since we would receive a free inspection. The stairlift is only a year old, but sounds like it needs a tune up already. An inspection would be nice, to make sure my father is safe riding it everyday.
  
  1. Called 6 months ago - we were told technician was in a horrible accident and would be out for a month or so.
  2. Called again - FINALLY got an appt, between 12-5pm. (Took time off work to be at my parents and speak to technician) We received a call at 3pm, letting us know technician was sick. After waiting ALL DAY, they call at 3pm????? Appt. Re-scheduled.
  
  3. Our appt was for today and guess what - we received a call at 3pm again, but this time the excuse was a family emergency. AGAIN - WAITED ALL DAY AND TOOK TIME OFF WORK!!!!
  
  Appt. is re-scheduled, but at this point I really doubt anyone will show up. I bet we get a call at 3pm again, with some other excuse.
  
  The worry now is - what if it was broken and my father would not be able to access his bedroom upstairs? OR worse, he's stuck upstairs and we can't get him to doctor appts, because we can't get a tech to fix it???
  
  This is ridiculous!!!!
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/19) */
  The service was completed October 8, 2022 and the stairlift is operating to specification. Acorn has experienced challenges hiring and retaining reliable employees in the customer's service area and tegrets the delay in service.

• Initial Complaint

  Date:09/16/2022

  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.

  Bought new Acorn Stairlft 4/23/2021 with installation at cost of $9,844. Contract was to provide annual inspection and maintenance. NO inspection or maintenance has occurred.
  Scheduled four times and the canceled by Acorn "due to scheduling conflict.
  Acorn is apparently understaffed to provide support service promissed
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/03) */
  Acorn has been working through the outstanding annual inspections once it was safe to do so after Covid peaks. Unfortunately, due to much of Tennessee being rural this led to some scheduling issues.
  
  The client's annual inspection was completed Thursday, September 29th.

• Initial Complaint

  Date:09/13/2022

  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.

  I purchased a Stairlift September 26, 2017 from Acorn Stairlifts Inc. I have also purchased their Annual Service Agreement every year at a cost of $274.38 including tax. My chair was serviced on October 25, 2018. I was not able to get it serviced in 2019 I was told it was due to COVID, my 2019 would roll over and be effective until September 2020. I was good with that and my chair was serviced on January 8, 2020. I call for service/inspection before the end of my 2020 agreement ran out. I they were backlogged still do to COVID again I was told not to worry it would be honored through the 2021 agreement. I again paid September 29, 2021 for the 2022 service agreement. I have call a number of times then on June 6, 2022, I was told they were still short handed and the lady named Pat I was talking to said she would put in a service order. This was to be for the 2020 agreement! I was later called by someone asking for someone I had never heard of about service. When I told her who I was she said oh I have the wrong person please excuse the call. I ask well how did you get my number if I am not on scheduled for service. She could not tell me! So I have not been able to use the 2020 agreement as promised. Finally today I got someone to schedule an appointment for September 28, 2022. for service year contract 2020 Now I have paid 2021 and 2022 with 2023 being due shortly that comes to a total of $823.08. Something is wrong with this picture, I will have three years paid with this company that they will never full fill their agreement with me. They should refund one year and have the other year I have paid roll over to pay the 2023 service agreement contract year.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/09/27) */
  Client has been contacted, resolution accepted. Acorn will refund $274.38 for a one year 2 star agreement. Acorn will apply 6mths of gratis 3 star coverage.
  Refund request has been submitted, gratis added, coverage to expire on 06/06/2023.
  
  
  Consumer Response /* (3000, 12, 2022/10/22) */
  Complaint ID#:*********
  Business Name: Acorn Stairlifts, Inc.This case is not closed because Acorn Stair Lift Inc has not refunded my money as promised on the phone call with them. I was promised a refund would be sent for one year $275.00 The only thing they have done is service my chair on 10/10/2022.
  
  
  Business Response /* (4000, 14, 2022/10/24) */
  The refund check was mailed 10/21/2022.
  
  
  Consumer Response /* (2000, 16, 2022/10/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept as of today 10/28/2022 I finally received a refund check in the amount of $274.38. Posted marked 10/24/2022PM, Orlando FL 328, I am not sure of the actual date mail was processed, Acorn postmarked it 10/21/2022.

• Initial Complaint

  Date:09/11/2022

  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.

  We have purchased the acorn annual warranty which involves service visits. We have called 6 times over the last 6 weeks and no one has returned the call to schedule the service visit. I have an 84 year old disabled mother who is very dependent on the chair the chair has stopped several times on the tracks mid way down causing very stressful situations.
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 5, 2022/09/20) */
  Acorn has experienced a nationwide staffing shortage and has prioritized breakdowns over annual service. The client's lift was serviced 9/13/22 and is operating to specification. The reported stopping issues could not be replicated
  
  
  Consumer Response /* (2000, 7, 2022/09/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They came out the following day and serviced the machine.