Complaints

This profile includes complaints for Acorn Stairlifts Canada Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Acorn Stairlifts Canada Inc

  101 - 5555 North Service Rd Burlington, ON L7L 5H7

  
• 

  Acorn Stairlifts

  Winnipeg, MB R2X 2S8

  

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:14/11/2023

  Type:Billing 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.

  Purchased and had installed a Stairlift on October 12th, 2023 at which time we provided the final payment for the stairlift. $14,800 total paid. We requested a final invoice denoting paid from supplier, as it is a pre requisite to receive a government grant - showing as purchased and paid in full. After 4 reminders over the past month I have still not received a copy of the final invoice. Without this invoice the government refuses to pay our grant.

  

  Business Response

  Date: 14/11/2023

  Good afternoon,

  I apologize that you have not received your invoice for your stairlift. One was mailed out to you on Oct 24th. An electronic copy has also been sent out to you today. You are also able to access this information yourself by setting up your Acorn Club account. 

  Best regards,

  Customer Answer

  Date: 15/11/2023

  
  
  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.

  I did receive as denoted earlier to your Sales Representative,  Mrs. Jessica C.,  that we had received a letter (Post Office Stamped) 2023-10-27 containing a application for a maintenance contract, but no invoice was included,  as had been requested by earlier by email, and verbally to her on several previous occasions.

  (I assume this in reality is the document your are referencing, as to being sent on the 24th of October)

  This is what prompted me to raise a complaint with the BBB.

  In addition no mention had ever been made of Access to the Acorn Club account  , or that access to invoices was available there.

  I would recommend you provide further training to the Sales staff when confronted with this situation in the future to avoid such delays, and customer discontentment.

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:10/11/2023

  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.

  One and half year ago we had installed Acorn stairlift. Operation of this lift seized during warrantee. Repairman made a note on his invoice that LIFT IS PARKED OFF CHARGE POINT. Batteries were not recharging and were eventually ruined. This could only happened when the original installation was not properly adjusted. We have no knowledge how to do the repair and wouldn't even try it.
  Batteries were exchanged under warrantee but charging points were not adjusted. Second set of batteries were ruined. I contacted the company few times over the telephone. We also ordered new batteries at our expense. They cost over $ 300.00 and come from China. It takes over a month to get them.
  Now the Acorn Company is claiming that it is past the warrantee and we have to pay for repair. (Just to come to our house is $ 400.00 + repair and taxes.)
  We are claiming that the lift was never properly installed, and batteries will be ruined in short time.
  Even the second time, repairman recorded an error but did not fix it.
  Please help me to solve this dispute. Thank you.

  

  Business Response

  Date: 10/11/2023

  Upon review of your file you contacted our office on Oct 11th 2022 to advise you had been away for 3 weeks and the lift was dead. Upon the arrival of the tech to the home on Oct 14th the lift was not parked on the charge point; this is required for the batteries to recharge after each use. The tech did not have batteries on hand and did have to schedule a return visit which took place on Oct 20th. This matter was resolved within 9 days not 1 month. This replacement was covered under your 1 year manufacture guarantee. We have sent you several letters offering you extended warranty which would cover situations like these going forward however you have not replied. You reached out to us again in August of 2023 advising your lift was not working and you have declined to have service completed due to cost. Our service call fee is a set $400 (excluding parts) which we advised to all of our clients when discussing purchasable extended warranty options and our prices are non negotiable. 

  Customer Answer

  Date: 12/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Acorn Company is admitting that there is a problem with recharging batteries.  This problem is there since the installation. Once the batteries are depleted and not recharged, the lift will not operate. Those batteries has to be exchanged. ( Cost is over $ 300.00. )  We are now on the 3rd set of batteries.

  I have a question for Acorn representative:  Why the contacts were not adjusted when your serviceman was here for the first time and made a note about this problem. (Copy of his report is included. ).

  I am offering this solution:  We just received a new batteries and will  absorb this cost.  Acorn Company will adjust charging points without any cost to me and will guarantee that the batteries are recharging.  Depleting batteries takes some time and any problem might not show immediately.

  Sincerely,
    
  
  ****** *****

  

  Business Response

  Date: 14/11/2023

  There is no issue with the lift or defect with the charging system. The issue as explained, and confirmed by the completed work order uploaded, indicates that the lift was improperly parked off of the charging system causing the batteries to deplete. As per instruction on proper operation of the stairlift, found in user's manual and explained during demonstration, it is very clear that the lift must be parked on one of the charge points when not in operation.  Parking the lift improperly will result in the batteries losing charge, as in this instance. This is not a result of defect, this is a user related matter. 

  Customer Answer

  Date: 16/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Representative of Acorn Company is just confirming that the lift has to be parked on exact position to be able to recharge batteries.  There is no way any user of the lift can park on the wrong place.  This is all done automatically, the lift will stop at the proper places,  The lift seat can't be moved mechanically.  When this lift was first installed, the charging points were not exactly against each other, as your serviceman recorded.  (Difference of about 1cm).  The lift keeps stopping to soon to be able to charge the batteries.  It requires very simple adjustment.

  I suggest that Acorn serviceman will look into this matter and offer solution.  Than you.
  
  
  
  Sincerely
  
  
  
  ****** *****

  

  Business Response

  Date: 01/12/2023

  Thank you for taking the time to review the owners manual however your statement is not completely true. Although the lift does stop once it approaches the charge point if the button is not released once you hear the beep it can and will go past the charge point. Both times the technician arrived at the home the chair was not parked at the correct spot. This is a user error not a manufacturing defect. If the chair is at the charge point and charging it will display codes showing that it is charging. 

• Initial Complaint

  Date:20/09/2023

  Type:Billing 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.

  A tech came to my house Sept 18, his name is Morgan. He walked in turned the key on the chairlift and it worked. I advised that is strange as my mother did that over the weekend and nothing worked. The chair wouldn’t move but lights were on showing power. I assumed that was it and he would leave. I went to the basement and assumed he was leaving out the front door and my mother would show him out. The tech proceed to stay, took apart the chairlift and then demanded payment from my confused mother who didn’t know what was going on. I was in the house and at no point was spoken to. The customer service specialist Michelle states the cover of the chair was off and the tech had to fix this and there’s pictures for proof. This is * **** **** ***, not truthful at all!! I asked that this be escalated further. She told me management doesn’t take calls. She advised I was only able to speak with her. I said this was shameful they are charging this fee when NOTHING was broken or wrong. I said the last tech had the fee waived as it’s not right to charge for things like this. She said someone would call me back when I asked this to be escalated further. I asked for a timeframe she refused to give one stating they are busy with their jobs. I shockingly got a call 30mins later from Adrian operations supervisor of Canada who had already in this time been alerted to the complaint and investigated. She stuck with this fee stands you signed a work order, I did not sign. She said if my mother signed it too bad it’s signed and the tech isn’t going to come looking for you if there’s another adult there. I said it’s my house, my account and I should be the only one to approve anything to do with it. I asked to see the pictures of this evidence of a broken lift that they say the tech has and they refused. This company is disgusting and should be ashamed with their policies and practices in situations such as this. This should have been tech arrived nothing wrong no fee charged.

  

  Business Response

  Date: 20/09/2023

  Good afternoon,
  
  As per our conversation the service call out fee was advised before the technician was dispatched to the home. You called and stated that lift was not working; at which time our in-house tech confirmed the cost of service is $400 plus parts which would be chargeable once the technician arrives. The technician arrived at the home, was provided the key and turned the lift on and it began working however; upon further inspection of the lift he noticed the safety cover had come undone and the wire inside was loose. He reattached that wire and the cover. At the last service in June fees were waived as a goodwill gesture and not because they were not applicable. This previous act of goodwill did not negate any and all future call out fees. 

  Customer Answer

  Date: 20/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The tech walked in the chairlift was working and no service was required. The tech notes the cover was off and had to be reattached. The tech noted pictures were taken as proof. This is an absolute **** 
  

  If the wire inside was loose that’s the same thing that was “fixed” last time. 
  

  This company preys on the weak and vulnerable. The $400 for this “service” call is disgusting. When the tech entered my home and the chairlift was in fact working he should have left at that time, which I thought he was. 
  

  I honestly expected this answer given my interaction to resolve this already and based on other customers. This company **** *** ****** their customers and it’s repugnant. The level of “service” provided by these individuals is nonexistent. 
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:16/12/2022

  Type:Billing 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.

  Dec 2021, I purchased a stairlift for my mom to use when she visits from out of province. It was used for a few weeks at that time, and tested periodically for the next year. The weekend prior to her visiting Dec 2022, I tested it to discover it was not functioning. I tried to contact the company and realized they are closed weekends. Monday Dec 12, I was given a service appt for Dec 15 and assured this was the earliest possible service date. I was promised that the machine would be repaired in full on Dec 15, that the technician would have all the required parts in his truck and that the repair would be covered under warranty, as my warranty was valid until Dec 17. Within an hour of scheduling the service appointment, I received a call from Jason from warranty services, attempting to sell me the extended warranty. I had already received multiple calls and emails regarding the warranty, which sells for $695 for one year or $1595 for 4 years. The warranty promises to send a technician to your home within 24 hours of a breakdown, which the scheduler and Jason both assured me is not possible due to staffing shortages. I declined the warranty. Jason warned me that a standard service call costs $400 plus parts and labour.
  Dec 15, the technician came and completed the repairs. A piece of lego was stuck under the track, which caused the breakdown. When he left, the lift was in working condition, but he said he was missing a part, which he would return to replace. *** ******** document for service record which indicates the invoicing is under warranty. Dec 16, I received a call to schedule the follow up appointment, and was advised I would be charged $400 service call plus parts and labour for the follow up call. I declined the follow up.
  **** ******* ** ********* * *** ****** ********** ******* ********* *** ******** ********** ******* ***** **** ***** ******** ********* *** * ******* **** ****** ******* ******** ****** ** ******

  

  Business Response

  Date: 16/12/2022

  Spoke with client's husband directly and matter has been resolved. Client was advised that damage caused to the lift is not cover by manufactures warranty. Client was not charged on original visit because we were not able to complete the repairs required. After speaking with client we have decided to waive the return service fee of $400 and client will be responsible for the cost of the part. 

  Matter has been deemed resolved