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:05/05/2025

  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.

  Owner of company didn't know we have audio camera. His blocked us. We don't know who to call to fix chair lift that has 5 year warranty. Just installed last year due to nerve problems

  

  Business Response

  Date: 05/10/2025

  We are responding to the complaint filed by Ms. ******* ***** regarding repair issues and a disputed amount of $10,000.
  Ms. ***** purchased a stair lift in June 2024 for $4,844, which was financed through Foundation Finance. We are unclear where the $10,000 figure originates, as it does not reflect any actual charge or invoice.
  Since installation, we have made two in-home service visits at no charge, both related to user-caused damagenot manufacturer defects covered under warranty.
  The first visit occurred approximately three months after installation and was due to the unit being unplugged, which had been clearly explained not to do during the installation tutorial.
  The second visit, on May 6, 2025, involved food (specifically peanut butter) on the track and a spoon lodged in the chassis, which caused the lift to beep and malfunction. This is considered negligence, not a warranty issue.
  After the second visit, Ms. ***** was notified via text that eating or drinking on the lift causes damage and future service calls related to misuse would be billable. She responded with profanity and later posted a one-star ****** review.
  Due to repeated damage and belligerent behavior, we have decided to discontinue further free service.
  We provided proper installation, training, and two no-cost service calls despite the issues being outside warranty coverage. Again, we are unclear on the $10,000 dispute, as her total purchase was $4,844 nearly a year ago.
  
  

  

  Business Response

  Date: 05/16/2025

  We have serviced Ms. ****** stairlift on two separate occasions at no charge, despite the service issues not being covered under warranty.

  As previously communicated to the customer, the manufacturers warranty does not include complimentary service visits for damage resulting from misuse or user-caused issues. This includes everything that was outlined to you when the lift was installed and the subsequent 2 free of charge service calls that happened in less than a years time .

  
  Ms. ***** has been advised to review the documentation provided at the time of installation and to contact the manufacturer directly for any future service needs.
  
  We remain committed to supporting our customers within the terms of their warranty agreements and providing fair, professional service.
  
  
  

  

  Business Response

  Date: 05/26/2025

  Ms.*****

  We have chosen not to service your stairlift due to you unwillingness to pay for damage you caused .

  You may contact the manufacture for any
  service needed,