Complaints

This profile includes complaints for Silver Cross's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Silver Cross

  298 Speers Rd Oakville, ON L6K 2E9

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  Silver Cross

  35 - 2700 Dufferin St York, ON M6B 4J3

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:16/05/2023

  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 paid $14,000 for a stairlift because I am disabled due to ALS. I can't walk up the stairs. The lift is very jerky and the company refuses to fix it. My husband visited the showroom and the one they have on display is not jerky at all. They did a bad job on the places where they joined the rails. They refuse to fix it after we spent all that money.

  Business Response

  Date: 24/05/2023

  We understand that our client is not
  completely satisfied with the ride of their ********* 2000 stairlift, however
  the ride quality has been reviewed by Silver Cross and ********* and is not
  outside of the norm for these lifts.
  
  These are large pieces of equipment
  that are custom manufactured in sections to match the homeowners staircase.
  These lifts operate on a metal rack and pinion drive system with 12 heavy duty
  plastic rollers controlling the motors orientation on the rail. To support the
  weight of the user, reduce lateral movement of the motor unit, and to propel
  the lift up/down the stairs, these rollers are in very tight contact with
  the metal rail system. Due to the rollers being snug against the rail system,
  any change or transition in the rail will result in a bump, which is what the
  client is experiencing. There will always be a noticeable bump when the motor
  unit transitions from one section to another. Just like driving a car, when you
  transition from new asphalt to an older section there will be a bump,
  regardless of how seamless the transition may appear visually. The magnitude of
  this bump can be perceived differently to everyone, but we have done everything
  we can to minimize this for our client. 
  
  These stairlifts are manufactured
  and tested prior to leaving the factory. During installation, they are set up
  to exact manufacturer specifications, down to the millimetre, resulting in the
  best possible appearance and ride quality. Despite this, following our
  customer's complaint, we have visited this job on multiple occasions to work
  with the manufacturer’s technical support to minimize these bumps. We adjusted
  rail heights, re-joined rail sections, and filed off any potentially excessive
  weld. This action resulted in improved ride quality, but not to the
  satisfaction of our client. Silver Cross management and ********* Technical
  Support have reviewed pictures and videos of the ride quality and confirmed it
  met and exceeded acceptable limits.