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Business Profile

Stair Lifts

Freedom Stairlifts LLC
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

This profile includes complaints for Freedom Stairlifts LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Freedom Stairlifts LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:12/22/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      This chair lift was not installed according to code. AND THAT IS WHY THE ROLLER GUIDES ON THE ***** ITSELF KEPT ON BREAKING. Had to call another company to come and lower the guide rail to the height according to code, and also so the roller guide on the seat stop breaking. There were many parts that were changed. Also my mom was hitting her head on the upper platform every time the chair lift went to the 2nd floor. As stated in the invoice i had to pay for a complete rebuild of the rail in order to lower it so the chair roller guides did not break anymore. And most importantly that my mom did not hit her head anymore on the 2nd floor platform. How could someone do this, to a senior who has dementia and alzheimer's, is beyond my imagination.

      Business Response

      Date: 04/10/2024

      Good afternoon,

      This stairlift was installed on September 21, 2022.  I have attached pictures of signatures that were signed the day of installation for approval before we begin and approval of the work being completed.  Before we collect payment, a demonstration was given along with two people trying the stairlift to make sure there are no issues.  I have also attached pictures as proof of the stairlift being tested in the home.  In the invoice, it clearly states that we gave you a 6 months warranty for parts and labor.  During these six months not once have we heard from the customer of any issue.

      The first time we heard from you was on Sun, July 30, 2023 notifying us you are having trouble with the stairlift.  You mentioned it had an A1 code and running slow.  A1 code means that everything is normal but batteries are not charging.  That was rectified over the phone.

      Then the following time you reached out was on Tue Sept 19, 2023.  We tried to schedule you for a service call but you were not available and you needed time to figure out your schedule but we never heard from you again till Wed, Nov 29, 2023.

      On Wed Nov 29, 2023, you reached out stating that we did not install the stairlift according to code.  We never refused to service the stairlift.  The problem was that you refused to pay for our services.  Also, not once was it ever mentioned that your mom was hitting her head while using the stairlift.  Your mom even tried the stairlift during the demonstration, which I have attached pictures as proof.

      We've been nothing but completely professional and very quick to respond whenever you reached out to us.

      I also have additional proof of the times during communication.

    Freedom Stairlifts LLC is BBB Accredited.

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