Satisfaction Rating 1 /5
We had an Acorn Chairlift installed a few years ago by Acorn after my then 90 year old father, now 94 who had a fall and broke his hip at the time. We had acquired a brochure from the hospital for Acorn, Made the call, got the quote for $3000 and had no choice but to install the chair for dad. That process was smooth and easy and didn't have to pay until install. Shortly before the warranty expired (2 yrs?) my parents complained about problems with the chair, banging and clanging as it went up and down. When we visited we saw metal filings on the stairs that were obviously coming from the lift. We finally after many many calls had a service rep come to the house (the service fee was $150 as it was a few months after warranty expiring that we finally got through). Acorn needed a serial number that my parents couldn't read off the chair, thus the delay. The serial number location was not possible for them to get to (even if they could read the serial number). No serial number? no service. Finally an employee who apparently lives near my parents promised to "drop by" someday to have a look. No appt, just drop by. He assumed they would just be home.
He did finally show up (we wanted to be there to help my parents out) and never returned again with parts or an answer. We figure he wasn't employed by Acorn no longer. After again many, many calls we spoke to a normal person at Acorn who we were able to purchase a replacement battery pack. The lady said it is easy to install. Easy for us maybe, not for my 94 yr old father. My 20 yr old nephew was the only one available to help out and installed the 'easy to install battery'. not really. The chair has worked now for 3 months, still making noise but now not going down only up. A visit during Thanksgiving allowed us to see that dad walks down the now narrow staircase, grabbing onto to the handrail on the opposite side, because the chair doesn't always come down. I called today to ask for service. Again I got the run around, seems no department wants to hear about service, however, interestingly enough when I sent an email through their website for a "New Chair" request, at 9:30am Monday morning I received a voice mail with all the numbers I could reach for sales.
WOW. When I called for service and was transferred to tech support (I asked for service dept by the way), I was not allowed to transfer over to arrange a service call unless I provided a serial number once again. My parents are very old and not very able, can't read the serial number for me and they are now walking down the stairwell.They didn't care to ask what the problem was or even show any concern for dad. That is just horrible customer service and looking at the other reviews I have the same feelings for this company. They can sell and install their product really well, but good luck with getting service. It's obviously going to be someone disabled or senior who will need the help. They really need to have a look at who their customers are and have service in place regardless of having the serial numbers. Anyways, even when you do they are useless. Not my opinion, but the truth.
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