Stairlift refuns

george1896

My parents ordered 2 stairlifts for my father to use but unfortunately my dad passed away before they were fitted.  We notified the company to say we would no longer require the stairlifts.  My parents had already paid 50% of the total cost amounting to £1595.  I have asked for a copy of the contract/terms and conditions to be sent to me.  As the stairlifts were never fitted I’m hoping there will be an option to have a refund but at the moment the company have said they need time to consider the situation.  I’m unclear on what our rights would be in what is a very difficult situation. 

neilmcl

How long ago did you purchase them and was it all done online?

I suspect you're going have to rely on the seller's goodwill on this one and whatever their T&Cs state.

george1896

The payment was made on 25th august 2021.  I believe the company came out to measure etc.  We are not expecting a full refund but it doesn’t look like any paperwork was provided which seems a little odd.  I can’t find any T&C’s on their website.

the_lunatic_is_in_my_head

How did your parents find this company and first engage with them?

TELLIT01

The company will have to work out what costs have been incurred so far.  Unless all elements were stock parts there may have been manufacturing costs for curved sections as an example.  If it's all standard stuff, their costs will be limited to the detailed measurements required to provide a quote.

bris

A contracts still a contract. Who's name is it it in? There is a problem if it's in your late fathers name as this would then form part of the estate and the executer would have to deal with it.


You need to know how the contract was formed, where and when and whether or not the cooling off period has expired or not.

You can get more information with these details.

Laz123

If it's a reputable company they should be sympathetic and only deduct admin costs and refund the rest. If you realise the company is dealing with elderly and disabled people they would be hard-hearted not to do this. If they don't consider this and don't refund it would be a good idea to post this story on social media and notify a body like Age UK. BTW have you supplied them with a copy of the death certificate. If not do so.

Money_Grabber13579

Laz123 said:

If it's a reputable company they should be sympathetic and only deduct admin costs and refund the rest. If you realise the company is dealing with elderly and disabled people they would be hard-hearted not to do this. If they don't consider this and don't refund it would be a good idea to post this story on social media and notify a body like Age UK. BTW have you supplied them with a copy of the death certificate. If not do so.

I’m not sure that the company should only be able to recover admin costs just because they are dealing with elderly people. If they have genuinely incurred other costs, they should be able to recover those too, as a relatively larger proportion of their customers must pass away before the contract can complete than with other businesses and so they’d quickly go bust.

If the construction of the stairlift has commenced and this has consumed parts that they can’t reuse anywhere else (because they’ve had to be cut to size for example) then this will likely form part of any amount which the company is entitled to retain, along with staff time spent to date.

Laz123

Money_Grabber13579 said:

Laz123 said:

If it's a reputable company they should be sympathetic and only deduct admin costs and refund the rest. If you realise the company is dealing with elderly and disabled people they would be hard-hearted not to do this. If they don't consider this and don't refund it would be a good idea to post this story on social media and notify a body like Age UK. BTW have you supplied them with a copy of the death certificate. If not do so.

I’m not sure that the company should only be able to recover admin costs just because they are dealing with elderly people. If they have genuinely incurred other costs, they should be able to recover those too, as a relatively larger proportion of their customers must pass away before the contract can complete than with other businesses and so they’d quickly go bust.

If the construction of the stairlift has commenced and this has consumed parts that they can’t reuse anywhere else (because they’ve had to be cut to size for example) then this will likely form part of any amount which the company is entitled to retain, along with staff time spent to date.

Good point but as I've had dealings with one of these companies I'll add my two pennyworth. We bought a curved one for my elderly mum for about £3k. After she passed it was still in very good nick and they bought it back for about £100. Why buy it back? Because many homes have quite similar stair specs and if they don't the company can still use the stairlift for parts or cut to fit. Don't be fooled into thinking these companies are altruistic because my cynical side doesn't believe they are.

JJ_Egan

Basic problem is stairlift or lift or electric scooter etc bought for the elderly .

They then go and die ,often with little use of the equipment .

Their are some small installers that may pay more for used . ( Often guys working for the bigger lift firms )

Bradden

Good point but as I've had dealings with one of these companies I'll add my two pennyworth. We bought a curved one for my elderly mum for about £3k. After she passed it was still in very good nick and they bought it back for about £100. Why buy it back? Because many homes have quite similar stair specs and if they don't the company can still use the stairlift for parts or cut to fit. Don't be fooled into thinking these companies are altruistic because my cynical side doesn't believe they are.

Are they claiming to be altruisic.. if not then it's hadly cynical to beleive they want to make a profit. How many companies claim to be altruistic?