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:04/18/2025

  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.

  New England Stairlift (a division of Boston walk-in bath and stairlift) was hired to remove a stairlift from my home They are the same company that installed it in 2021 There removal process was pretty straightforward- set up an appointment for removal and theyll come and remove it When asked what the value of the stairlift would be I was told that once they get it back to their shop the lift will be inspected and then I would receive a call and they would give me its value I was not comfortable with this from the start but was reassured that this is the way theyve been doing business for a long time without any problems They were a reputable company I was told over the phone When I asked what factors help determine the lifts value I was told that - wear and tear, and having the units remotes and manual hand gear were what determines the value However the value would be no more than $450 I was confident that the stairlift was in great condition because it was rarely used since it was installed and I had I had the remotes and gear I had it installed as an added safety measure to help my elderly mother but she decided to just live on the first floor of her house and not bother with the upstairs at all Once it was removed I never received a phone call from them regarding the value of the lift I called them and was told that it would take a month to evaluate the lift then I would receive a call I did not receive a call a month later So I called them back and was told that they were sorry and that they will get a check out to me asap My reply to this was - you havent even told me the lifts value yet! How can you tell me a check will be mailed?I was told they would call me back- they didnt I called them back the next day and asked whats going on I was told that someone would get back to me Nope Didnt happen After many more phone calls I was able to get a value of the lift - it was $400 Still no check three months and 10 phone calls later

  

  Business Response

  Date: 04/22/2025

  Thank you for  the opportunity to respond to this complaint. At the time of the submittal of this complaint, the check payment in question was already cashed out of my bank to the customer.  The customer was told that it had been mailed by 2 different people, but he wouldn't believe it and became accusing and upset.  We have texts of such language. I feel that this should be removed from my bbb profile due to harassment by the customer and the fact that he cashed the check and still filed a complaint knowing that he cashed it out at ************** on the posted dated of 04/17/2025, a copy of which is submitted. The complaint was filed a day after.

  We remove stairlifts that we installed at no charge to the customer and we also offer a small rebate for the stairlift. We are not obligated to take back a used stairlift, A customer can sell it or donate it to a cause of their choosing.  Some people just throw it out to the curb. This customer chose to have it removed at no cost to him and to get a rebate check for it.  

  Thank you again for allowing my response.