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  • FIRST POST
    • metrobus
    • By metrobus 5th Jan 12, 9:10 AM
    • 1,346Posts
    • 670Thanks
    metrobus
    Acorn stairlift hard sell warranty
    • #1
    • 5th Jan 12, 9:10 AM
    Acorn stairlift hard sell warranty 5th Jan 12 at 9:10 AM
    3 weeks ago I had a acorn stairlift installed for my 86 year old mother.

    I had read a few reviews of stairlifts and online guides and contacted [TEXT DELETED BY FORUM TEAM] to send a Acorn stairlift salesman around.

    The salesman came and I paid the deposit then the balance on fitting.

    Since then my mother has been bombarded by Acorn over the phone and by letter to take out extended warranties.

    She is not in the best of health and gets nervous and confused on the phone,the salespeople are putting scare stories in to her head saying the stairlift could easily break down,this is just weeks after we paid 3500 for it.The warranty is around 800.

    I wish now we had gone to a company that was not going to bombared us with cold call hard sell warranty salesmen.

    I would advise to leave Acorn stairlifts well alone unless you want similar treatment.
    Last edited by MSE Investigator; 30-07-2015 at 10:54 AM. Reason: Pending investigation
Page 1
  • TAFFY-DUCK
    • #2
    • 15th May 12, 11:16 AM
    Rogue Stairlift
    • #2
    • 15th May 12, 11:16 AM
    My wifes aunt who was 89 at the time, was ejected from her stairlift at the top of her stairs. Ejected over the armrest and down some 12 stairs. The fitter said not my fault and the company who made the lift said not faulty? The seat also came tetached and followed her down the stairs.....lucky not dead. It has taken her one year to recover.
    The fitter not from the company who made said lift, but contracted to supply and fit, said he would buy back the unit as...not fit for purpose. No contact from maker, but did contract a company to test this unit....it was removed and tested....report found no fault...I looked at the report and it was...IF..BUT..WHAT..YOU COULD DRIVE A BUS THROUGH IT.
    The makers paid 15.000 to the inspectors, are they going to hang out to dry the PAYMASTER........NO.
    DO YOU KNOW OF A STAIR LIFT THAT HAS GONE ROGUE...
    email me.
    • woodbine
    • By woodbine 15th May 12, 5:48 PM
    • 18,345 Posts
    • 24,709 Thanks
    woodbine
    • #3
    • 15th May 12, 5:48 PM
    • #3
    • 15th May 12, 5:48 PM
    3 weeks ago I had a acorn stairlift installed for my 86 year old mother.

    I had read a few reviews of stairlifts and online guides and contacted [TEXT DELETED BY FORUM TEAM] to send a Acorn stairlift salesman around.

    The salesman came and I paid the deposit then the balance on fitting.

    Since then my mother has been bombarded by Acorn over the phone and by letter to take out extended warranties.

    She is not in the best of health and gets nervous and confused on the phone,the salespeople are putting scare stories in to her head saying the stairlift could easily break down,this is just weeks after we paid 3500 for it.The warranty is around 800.

    I wish now we had gone to a company that was not going to bombared us with cold call hard sell warranty salesmen.

    I would advise to leave Acorn stairlifts well alone unless you want similar treatment.
    Originally posted by metrobus
    just write to them and make it crystal clear if they dont stop harrassing her you will inform the police
    Last edited by MSE Investigator; 30-07-2015 at 10:54 AM. Reason: Pending investigation
  • stiltz
    • #4
    • 19th Dec 12, 3:45 PM
    • #4
    • 19th Dec 12, 3:45 PM
    My wifes aunt who was 89 at the time, was ejected from her stairlift at the top of her stairs. Ejected over the armrest and down some 12 stairs. The fitter said not my fault and the company who made the lift said not faulty? The seat also came tetached and followed her down the stairs.....lucky not dead. It has taken her one year to recover.
    The fitter not from the company who made said lift, but contracted to supply and fit, said he would buy back the unit as...not fit for purpose. No contact from maker, but did contract a company to test this unit....it was removed and tested....report found no fault...I looked at the report and it was...IF..BUT..WHAT..YOU COULD DRIVE A BUS THROUGH IT.
    The makers paid 15.000 to the inspectors, are they going to hang out to dry the PAYMASTER........NO.
    DO YOU KNOW OF A STAIR LIFT THAT HAS GONE ROGUE...
    email me.
    Originally posted by TAFFY-DUCK
    Hi Taffy Duck...I've just read your post and that is UNBELIEVABLE! Ejected???? 12 steps?? That is so dangerous! I work for a home lift company called Stiltz Lifts and we don't do stairlifts but listen if you need any help or have any questions then let me know. Hope the Aunt is ok. Regards.
  • tigerhouse
    • #5
    • 26th Oct 13, 11:32 AM
    acorn stairlift / buyer beware
    • #5
    • 26th Oct 13, 11:32 AM
    back about easter time this year my wife at 51 years young had to retire due to various ill health problems, we had to get a stairlift asap due to her unable to climb stairs, now we live in a 1st floor maisonette we rang them up & a rep came round within 24 hours, on opening the front door he said to me that the stairs looked very narrow & they would have to import one from holland at a cost of 7,000 -told him straight off that if we are talking that kind of money then he can back in his car, he said he would take some measurements etc, we then had the whole " double glazing " routine from him, gave us a dvd to watch- fronted by that dr hilary of t.v fame, all very glossy etc, we had to opt for a curved version & after various phone calls to " head office ' he quoted 5,400 , we pointed out to him as my wife is registered disabled she is entitled NOT to pay v.a.t on these products, ( there was no mention of this in the sales patter ) but it was going to save us 800 ,we had to sign a form with my wife's registration number, now even though he had these forms in his case, he seemed reluctant to mention this upfront, so we duly paid a 50 % deposit we were told the installation would be within the week, we asked about extended warrantys etc, but was repeatedly told that that engineer would discuss all the options after installing, so we went ahead as i did not want to stress my wife with endless salesmen etc, the install was fine - took about 3 hours, then after being shown how to operate to stairlift came the bomb shell an ( 4 ) year extended warranty was 1600, they offer a bronze /silver / gold level of service but the gold one at 1600 is the one they keep pushing & pushing they do, the lift only comes with a one year warranty, and since easter hardly a week goes by without a call from them to sign up, to be fair the lift gives my wife the freedom she needs & its great for any heavy shopping etc, but the whole experience leaves a lot to be desired.
  • D007
    • #6
    • 29th Oct 13, 1:54 PM
    • #6
    • 29th Oct 13, 1:54 PM
    just write to them and make it crystal clear if they dont stop harrassing her you will inform the police
    Originally posted by woodbine
    I think you should call the head office and ask them to leave your mom alone. Sometimes it happens that the sale managers bombard the customers to earn more money without the order from thу head office. Maybe they can give you a paper where you can sign that you don't need additional warranties or whatever. If nothing helps call the police and let them clear up if the salesmen can make those calls all the time.
  • paul66beetle
    • #7
    • 26th Feb 15, 1:35 PM
    Get independent advice & read reviews.
    • #7
    • 26th Feb 15, 1:35 PM
    Which? have a buyers guide. Not sure if it is much help. I would always recommend getting about 3 quotes and seeing if they are trading standards approved or a Which? Trusted Trader. Do your research first and read the online reviews.

    http://www.which.co.uk/home-and-garden/staying-independent-at-home/guides/how-to-buy-the-best-stairlift/

    Someone mentioned middleman and passing the jobs on to Acorn. Personally I would strongly recommend Prestige Stairlifts if you are in the South East. They don't have salesmen just qualified engineers and the advice they give is impartial and you are under no obligation to buy or take out extended warranties and your details wont be passed on. They do the work themselves and don't act as middlemen. They definitely won't give you the hard sell. Not sure if they cover your area though but give them a ring.

    http://www.prestigestairlifts.co.uk/index.html

    Look at companies local to you, because in the event of a breakdown you will want someone to come and repair it quickly. Also check if there are any recommended companies that work with the council. Sometimes you can get grants and help towards them.

    Also dont forget that disability products are exempt from VAT.
    • SailorSam
    • By SailorSam 26th Feb 15, 2:06 PM
    • 21,259 Posts
    • 36,776 Thanks
    SailorSam
    • #8
    • 26th Feb 15, 2:06 PM
    • #8
    • 26th Feb 15, 2:06 PM
    I've got an Acorn stairlift, not quite sure where the key is but it must be somewhere around the house.
    My Mum had it fitted about 3yrs before she died, they told her they would buy it back if there came a time when it wasn't needed anymore. After my Mum died we got in touch with them to see how much they'd give us. They said then, that they re-buy, but they help us to sell. They offered us 'free' printed post cards that we could ask some of our local shops to put in their windows. Then after we found ourselves a buyer they'd come and take it out and refit it in the buyers house. They wanted a couple of hundred pounds to remove it and then they'd charge the other people a couple of hundred to fit it in their house.
    So after all the messing about we may have got about tuppence if we'd sold it. I decided it was better to leave it where it is, one day i may be glad of it myself. Or if i sell the house, and the buyer is an older person, they may be glad of it.
    Even though it hasn't been used in 9yrs now it hasn't stopped Acorn phoning to remind us that i haven't paid the maintenance contract, or to offer the latest up-to-date stairlift at a discount.
    Liverpool is one of the wonders of Britain,
    What it may grow to in time, I know not what.

    Daniel Defoe: 1725.
  • paul66beetle
    • #9
    • 26th Feb 15, 2:44 PM
    • #9
    • 26th Feb 15, 2:44 PM
    You can get the stairlift removed for free. http://www.prestigestairlifts.co.uk/stairlift-removal.html

    Like you said though, its worth keeping in if its not the way. If you've lost the key I think replacements can be obtained quite easily. There should be a plastic winding key and a little key for the switch (these are usually left in)
  • paul66beetle


    The plastic winding key..

    Looks like they sell for about 15 on Ebay. http://www.ebay.co.uk/itm/Acorn-Brooks-Stairlift-Hand-Winding-Tool-mobility-equipment-/181659258982?pt=LH_DefaultDomain_3&hash=item2a4bbc 5066
    Last edited by paul66beetle; 26-02-2015 at 2:48 PM. Reason: Ebay link
  • ChrisCD
    I've had to deal with some mildly irritating phonecalls from Acorn over the last couple of weeks. The 4 year warranty on my mothers Brooks stair-lift runs out in August (Acorn now own Brooks, seemingly) and they contacted us with an offer of 50 off the 595 cover fee.

    Don't have a problem with that as such, but the girl who phones keeps insisting that the only method of payment they can do is over the phone and that my mother (90 years old with hearing problems and slight dementia) has to do personally. This is actually nonsense, as they do have the opportunity to pay by cheque on the forms, something someone of my mums generation is far happier with.

    Twice I've requested that they post us the forms when they've phoned and twice we've received nothing. I eventually asked them to email me the forms which they finally did yesterday.

    I think as well as the phone calls, the most irritating thing about these warranties is their insistance you can only take out 4-5 year contracts with one payment with no opportunity to spread the payments. 500 is a lot of money for a single payment,particularly for an elderly person of limited means.

    Does anyone know if there are any reputable companies out there that offer alternative cover with better payment options?
    • wild666
    • By wild666 14th Mar 15, 12:10 AM
    • 134 Posts
    • 92 Thanks
    wild666
    The item must be fit for purpose for at least 6 years (England) & 5 years (Scotland) I bought a freezer and had a call saying what if it broke one day outside warranty so I said 6 years and a day then I'd buy another one to which they replied no a year and one day to which I replied then I would contact the seller and hold them responsible for the fault, end of call.
    But a stair lift may only be used twice a day if all facilities are on the ground floor and I'm sure they test them to withstand been used a lot more than twice a day as old people do forget things like walking sticks and have to go back up or down to get them.

    These company's that use hard sell tactics don't deserve to keep in business but somehow they do. Once they are told it must be fit for purpose for 5 or 6 years they should leave people alone.
    I often pull the wool over cold callers eyes by saying XXX call monitoring service please state your full name and the number you are calling from if you are on the persons approved list you will be connected to them if not the call will be disconnected, works every time.
    Someone please tell me what money is
  • Sarah717
    My mother had Acorn Stairlifts calling her for months offering extended cover and used hard sale by telling her if she does not take cover she will miss out on offer and pay more in parts if has breakdowns!! Eventually my mother gave up as she did have a fault and so paid for a 5 year cover as they told her it would be cheaper even though she is 91!!! I was fuming when I found out and when I rung to cancel they said sorry no refund as out of 14days and because they attended to look at the fault which was a faulty fuse!!! I researched all over internet and found a company through a forum like this who would be happy to re claim the money back as the cover was mis-sold, after 3 weeks we got a cheque of 595 as Acorn agreed to refund and the company referred us to a different company who gave us a 2 year cover for a very good price!! The claims company who won us the money back was called Streamline Claims from Leeds, so speak with them and you might get some money back too? Also does anyone know any companies who sell walk in baths or showers at a good price?? Thanks
    Last edited by Sarah717; 19-03-2015 at 12:05 AM. Reason: Spelling mistake
  • ChrisCD

    I think as well as the phone calls, the most irritating thing about these warranties is their insistence you can only take out 4-5 year contracts with one payment with no opportunity to spread the payments. 500 is a lot of money for a single payment,particularly for an elderly person of limited means.

    Does anyone know if there are any reputable companies out there that offer alternative cover with better payment options?
    Originally posted by ChrisCD
    Interestingly enough, the form they emailed me offers a Bronze, Silver and Gold cover. Both Bronze and Silver cover actually do 12 month covers for around 250, which is far more manageable if your the sort of person who prefers to stagger payments. But of course, they don't tell you that when they phone.
    • Terry Coleman
    • By Terry Coleman 16th Sep 15, 4:35 PM
    • 1 Posts
    • 1 Thanks
    Terry Coleman
    I too have had the hard sell. It would be less irritating if I wasn`t having a battle with Brooks about the noise my lift makes. After only 3 days use the ride has become noisy and harsh with significant vibration from the gears engaging on the track. It also has a lurch when starting as if the motor is moving in the frame. An "engineer" and I use the term loosely, was sent and the first thing he stated was "they all make that noise" which is strange as my old Brooks lift most certainly did not ,and neither does my neighbours which is the same model! A "senior" engineer is being sent in a couple of weeks to "have a look" If he says the same, then Brooks can take their goods away and give me a total refund. The "hard sell" agent was told after the 3rd call, to, in no uncertain language to take their service deal and shove it...it`s way to expensive for what they are offering
    • stevesouthend
    • By stevesouthend 19th Oct 15, 8:14 PM
    • 1 Posts
    • 1 Thanks
    stevesouthend
    similar problem
    My father , in his 80's bought an Acorn stair lift. After install he was constantly bombarded with calls about the extended warranty.
    After 4 years of minimal use the chair started making a beeping noise. He phoned Acorn to request an engineer to come and check the chair over. He was quoted 340.00 call out fee then a figure in excess of 30 per hour. Feeling he had no option my father booked the repair. The fault was obvious. The batteries had reached a stage where they no longer held a charge.
    Cost for two new batteries was 50 each. On the internet I found a site supplying official batteries for Acorn stair lifts at 17.00 each.
    After paying out well over 400 he was then bombarded with calls about buying a warranty for 500. They offered to help him by taking 250.00 now and 250.00 in a month.
    This company is exploiting the elderly and the office of fair trading should look in to the way it trades.
    • Marktheshark
    • By Marktheshark 19th Oct 15, 8:19 PM
    • 5,521 Posts
    • 6,921 Thanks
    Marktheshark
    Sounds like a rouge company worth avoiding.
    • cattermole
    • By cattermole 20th Oct 15, 2:34 AM
    • 3,395 Posts
    • 4,292 Thanks
    cattermole
    Sounds a nightmare!!

    I know my Dad rented one when my Step-Mum became terminally ill.

    I don't know how this works out cost wise over a long period, but I would imagine it eliminates the worries of maintenance as it's included in the rental. Plus they take it out again very quickly if needed.
    Think of all the beauty still left around you and be happy - Anne Frank
    • Engineer Fanta
    • By Engineer Fanta 19th May 17, 10:50 AM
    • 1 Posts
    • 0 Thanks
    Engineer Fanta
    Engineer
    Some time ago, I worked as a repair and service engineer for Acorn Stairlifts and I can sympathise with many of the complaints I have read here. I used to hear it first hand from many an angry Acorn customer or relative several times each week. Of course I personally could not get involved in the financial side, and I had to distance myself from it. But I was very aware of the Acorn hard sell tactics and quite frankly I was disgusted. I can't really add any more.
    As for the reliability of the product...There are two main types of stairlifts.
    The straight lift, originally made by Brooks but now marketed as an Acorn can, and has been, an excellent workhorse for many years. Service and repair, if needed, is fairly simple and straightforward. Overall, it is good value for what you get, but being the cheaper option (if it can be fitted) Acorn will try and guide you away from it if they can. Thats business I guess, but sharp practice in my opinion.
    The curved lift is a very different proposition. Although having been sold for many years, in my opinion these stairlifts had many inherent design faults that caused stupid and very annoying breakdowns. Most of these problems could have easily been remedied if Acorn had only listened to the service engineers, but when I left the company there appeared to be no research into these constant problems. To sum up this product. .. If you got a good one, it was OK i guess. If you got a bad one, it could be a little horror and I saw quite a few of those I can tell you!
    One tip (which they don't tell you) NEVER go away for a few days and leave it switched off with the key at the front. This will flatten the batteries due to a ridiculously stupid battery charging system. Whether or not they have done anything about this since I left the company, I know not.
    To be honest, I have advised people not to touch this particular stairlift with a bargepole. The Stannah , although more expensive, is far more reliable in my opinion. Also, they back off from the hard sell tactics and, I'm told, are much more pleasant to deal with.
    If you're wondering....yes, Acorn can make life hell for the service engineers too, but that's another story!

    • BlondeHeadOn
    • By BlondeHeadOn 19th May 17, 11:05 AM
    • 2,188 Posts
    • 2,958 Thanks
    BlondeHeadOn
    The item must be fit for purpose for at least 6 years (England) & 5 years (Scotland) I bought a freezer and had a call saying what if it broke one day outside warranty so I said 6 years and a day then I'd buy another one to which they replied no a year and one day to which I replied then I would contact the seller and hold them responsible for the fault, end of call.
    But a stair lift may only be used twice a day if all facilities are on the ground floor and I'm sure they test them to withstand been used a lot more than twice a day as old people do forget things like walking sticks and have to go back up or down to get them.

    These company's that use hard sell tactics don't deserve to keep in business but somehow they do. Once they are told it must be fit for purpose for 5 or 6 years they should leave people alone.
    I often pull the wool over cold callers eyes by saying XXX call monitoring service please state your full name and the number you are calling from if you are on the persons approved list you will be connected to them if not the call will be disconnected, works every time.
    Originally posted by wild666

    ^^^ This ^^^^

    Contact CAB or the Consumer Helpline if you need more info or help with this.
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