Complaints

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• Initial Complaint

  Date:09/09/2022

  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 bought the ***** CRE-**** chair lift on 7/26/22, and the crew came to install it, but they had no power cord or hardware for the installation. According to the schematic, the power cord was to be installed on the opposite wall, and the crew would not do that. An electrician came twice to put in the wall socket at my expense. Their office looked at the schematic and agreed it was to be on the wall in the schematic. Yesterday, the crew came out, insisted I pay the balance even though the unit was not hooked up. I already paid $8,944.83, the chair lift costs $13,246.39. I owe the balance, and the crew removed the fuse so I could not use the lift and departed. I've called repeatedly to the company, no one will call me back. I have this equipment blocking my staircase, unusable, I am 90 years old, a veteran of the Korean and ******* Wars, and I have COPD. They treated me like dirt, totally disrespectful. I'm a retired licensed contractor, and the way this company left the job is a total disgrace.

  Business Response

  Date: 09/10/2022

  There was a problem with the initial installation of ****'s stairlift. The manufactured did not send the correct brackets that make us come out a second time and delayed the installation by 2 weeks. **** blames us for this and instead of even trying to understand just gets mad and unreasonable. The electrical outlet is his responsibility that he had 4 weeks to get installed. Yes he did call my office and was initially told the incorrect side to install the outlet. However, I was very clear with him when we signed the contract as to the side that the stairlift would be on. He also signed a drawing that showed the side of the stairlift. Per out contract final payment was due upon completed installation. We did complete the installation on September 9th. When asked for payment **** refused and said he wanted to make us wait like he had to wait. Per the contract that is not an option so the stairlift was not left operational until he decided to pay his balance due. We also had problems with him claiming that we were late to the installation. We do not guarantee appointment times. We do promise to call and we did call when we were 30 minutes late. However he thought for some reason that we were to start the installation 3.5 hours earlier. This was never told to him and in fact we called twice to remind him prior to the appointment the time that the installation would start. **** claims that he has called many times since yesterday. That is simply not true. He certainly may have thought that he called but I checked my digital phone system and the las call for **** was on the day of installation prior to the installation. 

   

  He simply need to pay the remaining balance and then we will make operational and train him on th usage of the stairlift. 

  Customer Answer

  Date: 10/05/2022

  I am rejecting this response because:

   

  speaking with the secretary to tell her the electrical outlet must be installed on the right side. The stairlift has been partially installed on the right side of my staircase (photo from their brochure attached). My electrician phoned the office twice to explain and verify that the outlet must be installed on the right side of the staircase (going up the stairs). The invoice dated 07/26/22 states under description "left side", my electrician spoke with the estimator/draftsman and explained why it must be on the right side of the staircase (going up the stairs). After his two visits for which he charged me each time, he installed the outlet on the right side, the same side as the stairlift. 

  I had my personal check made out on 8/30/22 for the balance due, and I stopped the installers because they were putting the rechargeable power unit on the left side of my staircase. 

  I want the work completed as it has been several months since I paid over two-thirds of the use

  
  

  Business Response

  Date: 10/05/2022

  We agreed to reduce our price by $300 to pay for the electrician's time and we are scheduled to complete the installation tomorrow Oct 6th.