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:06/21/2024

  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.

  Signed a contract to install a stairlift on 5/2/24 at our summer house in **************. Acorn rep asked for a ****** deposit which we paid. The installer came on 5/15/24 when he put the track down on the staircase that the chair would travel on there was no way to get a cooler and luggage up the stairs it was much to tight. When the rep **** met with us I had a concern it would be very tight.The width of the staircase was 31 inches. I made the decision at that time not to move forward with the transaction, the installer did not blame me.He said someone from the company would call about returning our ****** deposit. I heard nothing from the company for two days so I called them. On 5/17/24 I spoke with a representative, after I told her my reason for the call our call was disconnected the line went dead.I tried calling back several times that day but couldn't get anyone to answer the phone. Finally I used our house phone a different number calling the same number and someone picked up on the second ring. I explained to her what had happened,she put me on hold then a male came on the phone and only said that 31" was enough room for the stairlift to fit, I explained that there was no way suitcases and coolers would fit with the rail in the middle of the stairwell. He finally agreed to send our ****** deposit back. On the 30th of May called Acorn back again, told them we never received our check. The women told me the check was sent out on the 24th of May and we should be getting it. On June 10th I spoke with the company again a women named ******* at ************ she told me the check was probably lost and would put a stop payment on the check and it may take awhile to get our check. This is where we are now, I just wonder how many people they have stolen money from through the years. If you have any questions please text or call me at ************.Thank you,****************

  Business Response

  Date: 06/26/2024

  Acorn deeply regrets the inconveniences the customer has experienced. Unfortunately, our records reflected an improper address and subsequently a refund check was mailed to that address, as well as a replacement check. We reached out to the customer to verify the correct address and a check was overnighted. The check has been delivered.

• Initial Complaint

  Date:06/19/2024

  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 an Acorn Stairlift that we purchased 11-21-18. We always purchase the the highest purchase agreement every year that covers everything and prioritizes service. Last week the track for the stairlift broke and we are unable to use it. I called Acorn and were told that someone would come out on Friday, 6-14-24. No one showed up on that date. That late afternoon I received an automated phone message saying that someone would come out on 6-22-24. I called them on 6-17-24 and was first told they would come out on 7-1-24 and then they changed it to 6-25-24. I explained to them that my wife and I cannot climb stairs and what are we supposed to do. I was told that we just have to not use the stairlift. I told them we have the plan that is supposed to prioritize us and the customer service person said "you are being prioritized". We can't wait almost two weeks to have someone come and repair our stairlift.

  Business Response

  Date: 06/24/2024

  Acorn regrets the delays the customer has experienced while attempting to schedule a service appointment. We appreciate the customers feedback and apologize for all inconveniences. The customers stairlift was serviced June 22, 2024 and is running to specifications.

  Customer Answer

  Date: 06/24/2024

   
  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:06/09/2024

  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.

  poor service; their advertisement on-line claims service all over *************. If it is not going to work please remove & $10,000 refund

  Business Response

  Date: 06/19/2024

  A technician arrived at the customers address June 14, 2024 to service and repair the stairlift. The stairlift is now running to specifications. We apologize for all inconveniences. 

  Customer Answer

  Date: 06/20/2024

   
  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,
  
  ************** And ***************************

• Initial Complaint

  Date:06/04/2024

  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.

  Acorn called my now deceased mother on April 16, 2024 and pressured her into a 3 year service contract on her stairlift. She was 85 in the later stages of stage 4 pancreatic cancer and was not in a good state of mind to agree to such a contract. A friend happened to be there during the call and said the tactics were very predatory. Attached is an email from my mother a few days later sharing the "invoice" where Acorn did an ACH debit on her bank account. She received no other documentation. I've tried to call Acorn 3 times and been on hold for over 30 minutes each time never reaching anyone. I called the sales rep who said he would have someone contact me and that never happened. I'd like to get. a refund for the contract.

  Business Response

  Date: 06/13/2024

  Acorn extends our sympathy for the loss of your mother. All incoming and outgoing calls to Acorn Stairlifts are recorded and stored for training purposes. We reviewed calls from this account in order to address the allegations of predatory practices. Acorn does not tolerate such practices and takes action upon finding that our policies are being violated. Several calls were reviewed from the customer as it appears she was the sole contact on this account. After the agent explained the coverage costs vs the cost of service calls and batteries to the customer, she agreed that it was more feasible to purchase the annual service contract and proceeded to make her payment. The attached document shows an invoice that was forwarded to the complainant (the customers son) 2 days later on April 18, 2024. Although Acorn feels that an order of cancellation should have been requested on the day that the complainant was made aware of the purchase which was 4/16/2024, we are willing to retroactively cancel the service contract and issue a refund outside of the terms of the cancellation agreement. We were not made aware of the dissatisfaction of the purchase until the complainant called on May 28, 2024, after the customer was deceased. A check is being mailed back to the customer via **** The complainant may reach out to our office for the tracking number. 

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21804183
  
  I am rejecting this response because:

  More Information Received:

  from: ****************** on 6/18/2024

  Relay Message

  Mark as Reviewed

  Sent Via:	Email (ODR)
  From:	*******************
  From Email:	*******************
  To:	BBB Serving ***************
  Subject:	More Information
  Date Sent:	6/18/2024 4:19:48 PM
  Date Read:	6/18/2024 4:28:32 PM
  Submitted w/ Complaint:	Acorn .pdf Files listed above be visible when complaint is viewed online.
  Attachments:

  
  
  

  No reach out from the company.  Can you provide any contact information including a name I can reach out to?

  Mark
  

   

  Business Response

  Date: 06/24/2024

  Acorn appreciates the feedback. The complainants initial request for refund of the payment for service contract was granted and a check was issued and delivered to the customers address on June 14, 2024. The complainant then requested communications with Acorn. We reached out to the complainant on June 20, 2024 and left a voicemail with our contact information. Acorn considers this complaint answered.

• Initial Complaint

  Date:05/28/2024

  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 complaint is on behalf of my husband, ****************************, re: Acorn Stairlifts failure to honor its policy of repairs under warranty. Renewal documents indicate:Stairlift Serial Number: *************** Renewal notice ******************************* Stairlift installed 03/25/2020 3*ASA, Quantity 1, Cost $795.00 2) Renewal notice ****** Acorn 180 Stairlift installed 03/25/2020 3*ASA, Quantity 1, Cost $845.00 Contract Number: ******** Contract Value: $876.49 Warranty Expiration: 03/25/2023 Mid-February 2023: ***** contacted Acorn, requested repairs. Acorn didn't respond. April 17, 2024: An Acorn agent named ******* called me: not *****. She said our warranty had expired; we had to pay $932.46 before repairs were done. I did not know the sequence of events, and I paid the warranty. ***** was furious. Our credit union restored the money and informed Acorn. ***** contacted Acorn, asked again for repairs. Acorn promised repair, post-warranty. No repairman came.After that, an Acorn person arrived, did no work. A chair lift part, shipped May 7, 2024, arrived at our house.Acorn gave us a repair date: May 23, 2024, between 12:00 pm and 5:00 pm. We waited. No one came. ***** called Acorn, was told nobody would come.My husband's position was, and is, that Acorn failed to honor their contract, failed to provide repairs when he requested repairs BEFORE warranty expiration. He continued to request the same repair, and Acorn still has not honored its warranty contract. We asked for repairs in mid-February, 2023, and were denied, without explanation. Acorn owes us repairs, under our initial warranty dated 03/25/20. Instead of honoring its warranty, Acorn has shifted us off to later dates. And still, no repairs. Our stairlift was installed in 2020. Acorn's policy is stated as: (state policy, give dates of service, dates of payment of warranty, failure of Acorn to serve, attempt by Acorn to collect warranty payment after failing to serve under warranty previously paid).

  Business Response

  Date: 06/07/2024

  In the complainants initial complaint, it was mentioned that they were unaware of the optional annual maintenance plans in order to maintain the lifetime warranty. Because we were unable to identify the account we asked that the customer reach out to us and they did so. After identifying the account holder, our agent went over our service plans and conditions with the caller. The caller was also informed that the welcome packet the customer received at install included information on our service contracts as well. On that call, the caller stated that they were going to further report that he believed the salesman did not initially inform him of the service plans, in addition to the complaint that was already pending. After reviewing the account, it appears that an email was sent to the complainants personal email address, that was provided by the complaintant on May 27, 2021, detailing our 3* service contract as well as an attached brochure covering all of our plans. The email, as stated, was the follow up to a phone conversation that was held minutes prior with both the complainant and the user in which he provided his email address to send the information to at that time. We reached out to the complainant  on 6/5/24 to assist him in finding the information. Acorn will assist the customer should any other concerns arise.

• Initial Complaint

  Date:05/24/2024

  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.

  tax refund never received.they told me to resubmit I did and they said it was a new prescription

  Business Response

  Date: 05/30/2024

  In limited states, the state law permits customers to receive a sales tax refund for the amount of sales tax paid on installations of stairlifts. On October 3, 2022 the customer signed a highlighted agreement that states the prescription must be submitted no later than 15 business days from the date that the stairlift was installed (see attached). Since we did not receive a prescription, no refund was applied to the customers account. On May 7, 2024, our team reached out to the customer on another issue. It was at that time that the customer first made us aware that he did not receive an expected refund from the 2022 installation. Even though it was outside of the 15 business days required to submit the prescription, we explained to the customer that if he provided the initial prescription that we would honor it and process the refund. On May 24, 2024 we received a prescription that was dated May 23, 2024, so we called the customer to explain that it had to be the initial prescription issued to him at the time of installation in 2022. The customer became extremely upset and the call ended. The customer has also canceled a free mandatory appointment required by his state. Should the customer provide the original prescription, Acorn will honor the refund.  

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21755594
  
  I am rejecting this response because:We faxed the orignal within the fifteen days to a fax in ******* and never received a response how am I supposed to get an original now?? can I have the Doctor date ii back in 2022 please advise Thank you  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/10/2024

  The customer states that the original prescription was sent within 15 days of the order, which was Oct 4, 2022. Once Acorn receives the prescription for customers that have already paid sales tax, a check is issued for the amount of the tax collected. The customer did not make us aware that he did not receive his expected sales tax refund during the fifteen day period, nor did he contact us to make us aware that the prescription was sent to us. Several calls were made between 2022 and 2023 in which we spoke to the customer however there was no mention of the refund that was never received. In May 2024, we begin reaching out to customer regarding a state mandatory inspection. On one of those calls, the customer made us aware that he never received his refund. He was transferred to our finance department and it was explained to him that he needed to provide the prescription from installation in order for us to process the refund. On 5/23/24 we received a prescription from the customer that was dated 5/23/24. Our finance department reached out to the customer, again, to explain that we needed the copy of the prescription that was originally sent in 2022. The customer may obtain a copy from his doctors office. Physicians may email prescriptions to ********************************** or may fax to ************. It is up to the customer to make sure that the document is both sent and received. Kindly.

• Initial Complaint

  Date:05/16/2024

  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.

  Please See Attachment

  Business Response

  Date: 05/21/2024

  Acorn is in receipt of this complaint and value the customers feedback.We would like to resolve this matter with the customer. However the author has not provided any information that would identify the account holder. Please have the customer to contact ********************** at ************ and speak with our ********************** regarding this complaint.

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21722220

  I am rejecting this response because:

  I have reached out to Acorn Stairlifts' ********************* as advised by their previous response to sufficiently Identify myself, draw a connection to this BBB claim and to inquire HOW (as their previous response stated) they "would like to resolve this matter" and they have not offered ANY resolution whatsoever.

  Sincerely, *******************************.

  Business Response

  Date: 06/10/2024

  In the complainants initial complaint, it was mentioned that they were unaware of the optional annual maintenance plans in order to maintain the lifetime warranty. Because we were unable to identify the account we asked that the customer reach out to us and they did so. After identifying the account holder, our agent went over our service plans and conditions with the caller. The caller was also informed that the welcome packet that the customer received at install included information on our service contracts as well. On that call, the caller stated that they were going to further report that he believed the salesman did not initially inform him of the service plans, in addition to the complaint that was already pending. After reviewing the account, it appears that an email was sent to the complainants personal email address, that was provided by the complainant on May 27, 2021, detailing our 3* service contract as well as an attached brochure covering all of our plans. The email, as stated, was the follow up to a phone conversation that was held minutes prior with both the complainant and the user in which he provided his email address to send the information to at that time. We reached out to the complainant  on 6/5/24 to assist him in finding the information. Acorn will assist the customer should any other concerns arise.

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21722220
  
  I am rejecting this response because:

  Notwithstanding, that Acorn Stairlifts is claiming to have sent me an email "detailing our 3* service contract as well as an attached brochure covering all of our plans" (which I have no record of, and to my knowledge, based on the date they provided would be roughly a year after the purchase of their products"), I purchased their products based solely on my in-person interactions with their representative, and on the information, guarantees and assurances he provided me personally. Cheifly among those was that I would receive an industry ***** lifetime warranty, with no other costs to me mentioned. On top of that, since this last response from Acorn I missed a call from them and subsequently called them back two times and left a message for them to contact me back, and have heard nothing in several days. Furthermore, Acorn claimed in their initial reply to this claim that they would like to "resolve this matter", and have offered bo such solution whatsoever. Therefore, I would like to offer my own solution of a full refund and the opportunity for them to uninstall and retrieve their Stairlifts from the property wherein they are installed at a time that is convenient for us both.
  

  
  Sincerely,
  
  *******************************.

  Business Response

  Date: 06/21/2024

  The complainant is correct that the information that was sent by email going over our coverages was roughly one year after the purchase of our product, at which time the manufacturers warranty expired. Upon expiration, service contracts are offered annually to ensure annual maintenance to keep the stair lift running properly. The complainants initial complaint was submitted on a survey form that is provided at the time of installation, along with the brochure of our coverage plans and other useful information. (See attached photo). The complainant outlined that Acorn failed to inform the customer of service contracts and that he was assured a lifetime warranty. Our phone records show a collection of ten voice calls and voicemails that were made to the customer during 2021 notifying them of annual service contracts (See attached). We made contact with the user, the complainants wife, and left several voicemails. An email was also sent as a follow up to one of these calls (See attached). We have provided more than a substantial amount of evidence that the customer and the complainant was informed of our service contracts. Acorn considered the initial complaint resolved since the complainant only stated he was never informed of and had no knowledge that a service contract was needed in order to maintain the lift for its life span. The complainant now eludes that the solution to his complaint is to provide a refund and removal. Acorn respectfully declines the complainants offer for a full refund. If the complainant no longer has use for the stair lift, he may contact our customer service at ************, to schedule a removal at the current removal rate. We appreciate your business and consider this complaint answered.

  Business Response

  Date: 06/21/2024

  We feel that we have answered the initial complaint. The complainant is the customers son in law and he no longer has a need for the lift and now has changed the nature of the complaint to wanting us to refund and remove after 4 years of having no issues. As shown in our final response to the rejection, the complainant states numerous times that he was not aware that a service contract was needed in order to maintain the lifetime guarantee. He also eludes that Acorn never mentioned service contracts to him. Yet Acorn has provided more than 12 instances over 4 years in which we made verbal contact, sent back up emails to conversations with the customer, and left voicemails regarding the service contract, yet the complainant continues to prolong the complaint and reject responses. Acorn declines the complainants unjustifiable offer to remove the lift and refund the costs. The stairlift was installed Jun 22, 2020 and to date, Acorn has no reports of issues nor service calls. All communications on the account are attempts to offer service contracts, in which the complainant denies ever receiving. Please see the attachments as included in our final response to the complainant. Acorn feels that upon review, The BBB will agree that we have satisfied the customers concern.

   

  Customer Answer

  Date: 06/30/2024

   
  Complaint: 21722220
  
  I am rejecting this response because:

  
  The latest response from Acorn contains completely baseless and inaccurate material and demonstrates an attempt to undermine my (a so-called "valuable customers'") character and the validity of my position.
  
  It is claimed that "The complainant is the customers son in law", this is completely false, as I am the homeowner of the property wherein the stairlifts were installed and am the person that paid for the purchase of these items. I do not, nor have I ever had an in-law living at said property (which is irrelevant).
  
  Furthermore, Acorn states that "the complainant states numerous times that he was not aware that a service contract was needed in order to maintain the lifetime guarantee. He also eludes that Acorn never mentioned service contracts to him". I have not "eluded" to such, It is my explicit position, made known repeatedly, ever since I was informed by Acorn of a "need to pay" to maintain a Lifetime warranty, roughly 1 YEAR after purchase (by email, if memory serves me correctly), at which point I called them (to the best of my recollection) to inquire, having never been informed of such; the Lifetime warranty being one of the biggest selling points (repeatedly emphasized by their sales rep) of their products over their competitors. Prior to this communication ~1 year later Acorn never mentioned service contracts to me, in my personal dealings with them, which is the basis for my choosing their products.
  
  Acorn Stairlifts is seemingly disingenuously emphasizing that they have repeatedly informed me (in pertinent part) of the disagreeable to me aspect of my need to pay to maintain the liftime warranty on the two stairlifts I purchased, conveniently failing to acknowledge that I was never informed of such, prior to the purchase, at the time of the purchase, nor at the install soon after the purchase, and that I was only positively informed about such ~1 year after the purchase, that such positive communications were NEVER a part of my decision making, that since I was positively informed I have NEVER demonstrated aggreement to the aspect in question, and If I was informed of such, at the time of purchase or before, or even during installation, it is STRONGLY LIKELY I would have gone with another vendor.
  
  Acorn claims that "Acorn has no reports of issues nor service calls", and that "All communications on the account are attempts to offer service contracts". This is because there have been no operational issues with the stairlifts to necessitate a service contract. Therein lies the rub. It appears as though Acorn is attempting to strong-arm and scam customers, like myself, into unnecessarily paying above and beyond the initial quote, by requiring that an annual "fee" be charged to maintain a lifetime warranty that (at least in my case) was never a part of any of the conversations that contributed to the purchase of their products.
  
  The source of my disagreement/discontent is not with issues concerning the products themselves (as sub-par as they are), but instead (as I have repeatedly made known to Acorn, ever since it was made known to me, again, ~1 year after purchase), is that, I was never personally informed, and therefore had no knowledge or meeting of the minds concerning a need to pay to maintain a lifetime warranty on the stairlifts at or before the time of purchase, and (again) it is HIGHLY unlikely that I would EVER agree to such.
  
  Furthermore, Acorn requested in their initial reply to this claim that I contact them by phone (which I have, as is evidenced in my previous reply) claiming that they would like to "resolve this matter". It is only after having spoken with them and there failing to offer ANY resolution at all that I rejected their initial response. HAVING STILL OFFERED NO SUCH RESOLUTION whatsoever, substituting for such, defamatory statements at my expense and a rejection to mine. I hereby reject their baseless and unjust claims and reinstate my previous offer to refund me the purchase price of the lifts and to remove them, at their option.
  
  I feel, providing full faith and credit to the integrity and discernment of the BBB, they will agree that you [Acorn] have failed to satisfy my concern, in good faith; as mere unfounded answers to the initial and ongoing complaint do not constitute the satisfaction or resolution of it.

  
  Sincerely,
  
  **************************************.

• Initial Complaint

  Date:05/15/2024

  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 purchased an Acorn Stairlift December 28, 2023.We paid a $300.00 down payment to our salesman and the final $3198.00 to the Field Technician. My Customer/Inquiry # ******** My Order/Job # ******** After the tech left, we looked through the brochures and found a card stating, Recommend a Friend and you both get $200.00. Well we called the office and gave them the name of our friends, **** and *****************************. They bought one for her mother. and they did receive their check in just a few weeks, we received nothing. We called again, explaining that we paid the amount due in full after installation and there was nothing mentioned at that time of a $200.00 discount. After 5 months and over 5 phone calls at least we haven't heard one word back from them! With the annual revenue of over $75 million and top employees earning over $250K, Is it really too much to ask what we feel we are owed, $200.00?

  Business Response

  Date: 05/22/2024

  Acorn regrets the delays in processing the customers referral fee. The customer has been notified that a check was mailed out to them via **** The tracking number has been provided.

• Initial Complaint

  Date:05/02/2024

  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 Jan 16, 2024, **** ************** (************************) paid Acorn $500 deposit for installation of motorized chair for the office. They have refused to communicate with us on when the work will be done. We would like a refund immediately and no longer wish to do business with this firm. I have reached out to *********************************** and ******************* for updates and no reply.

  Business Response

  Date: 05/08/2024

  Acorn deeply regrets our failure to communicate with the customer regarding proceeding with the installation of their stairlift. The county that the customer lives in required a license that ******************** was not required to have on other local installations. During our time of research and submissions in obtaining those licenses, the customer reached out to us for various updates but did not receive a response. Acorn sincerely apolgizes for not communicating with the customer through each step. A full refund was processed back to the customers credit card. 

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21655895
  
  I am rejecting this response because:

  the credit Acorn said they had processed has not been received as of this date.  I reached out to them on May 9 to find out the status but they did not respond to my inquiry. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/16/2024

  A refund was processed on May 8, 2024 and a credit was disbursed back to the credit card on the customer's account. After the customer notified us of not receiving the credit, we searched our records to determine the issue. We were informed by the customer that there is an issue with their account on their end. We have reached out to the customer for updates regarding the matter, however, she has not returned our calls nor responded to our emails. An email was also provided to the customer detailing the refund transactions. 

  Customer Answer

  Date: 05/22/2024

  I just saw the refund deposit requested was posted.  This is what we required to close the case.  The last response from Acorn was that I did not respond to calls nor emails.  I did not receive any calls from and I responded promptly to all emails received.  Very disappointed in this firm and their integrity.  

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21655895
  
  The requested refund posted to our account today so this issue can now be closed.  There was a delay as the refund was posted to a card that was cancelled.  If Acorn had communicated with us, this also could have been avoided.  I did not receive phone calls they indicated were placed and I did respond to all emails promptly.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/17/2024

  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.

  In 2017 we had a stairlift installed by Acorn. Every year we have paid a $250.00 plus tax for an ********************* (Our renewal notice is ******.) Every year I have to remember to call Acorn to remind them to call me to schedule the service. I can never schedule it when I make the initial call because I am told they can't schedule it until "a technician is in the area." I think that is a poor way to run a business! Our last "service" was on January 9, 2023. I have called at least 10 to 12 times to schedule another "service" to no avail. Acorn is now over 3 months late doing our stairlift service. I paid for NEXT years service on 3/15/24, but still haven't received last years service (Jan 2023-Jan 2024). Please help!! My land line is: ************. ***************************

  Business Response

  Date: 04/22/2024

  We regret not returning the customers call in a timely manner. Our records indicate that the customer requested an annual inspection on March 4, 2024. The annual inspection was completed on April 18, 2024. The terms and conditions of our ************** Contracts states that the customer must call to request and schedule the annual inspection. We look forward to receiving the customers call to schedule their next appointment.