Stairlift - claim for hotel

goldygash

my parents have had their new stairlift for 3 weeks and it stopped working on Friday evening. The emergency engineer came out and diagnosed a faulty board, but as this is not a part he carries he will have to order it and will not be able to get until next week. My parents are unable to use the stairs at all without the stairlift and have no toilet downstairs. They have had to book into a hotel for 2 nights, and I suspect that will have to be extended. Is it possible to claim these costs back from the stairlift company?

Newly_retired

Poor service, but to answer your question, somehow I doubt it, but it is worth asking. Maybe they will be paid as a goodwill gesture. 

I am wondering how your parents managed before the stair lift was installed.

FatherTireseus

Newly_retired said:

I am wondering how your parents managed before the stair lift was installed.

I wondered that too, if the parents couldn’t manage the stairs just three weeks after a stairlift was installed.  But of course it could be a new stairlift replacing an existing one.

I’m afraid I too don’t know the answer, do they have a contract or sales brochure that specifies what happens in the event of a breakdown?  

As Newly_retired says, it’s worth asking but I too doubt the company would cover the entire cost of a hotel stay.  

It seems a pretty poor show if it’s broken down within a month of installation.

Savvy_Sue

What's the Service Level Agreement on the maintenance contract?

My mother always thought those costs were high, but she recognised that she'd be stuck without it. What I don't remember is what was covered, and what timescales were in the SLA, e.g. engineer to arrive within X hours, equipment to be fixed within Y hours, and any contingency for if it couldn't be fixed that fast.

goldygash

Thanks all, yes it is a replacement stair lift with the same company that they have been with for the last 10 years. My Dad is going to call them in the morning to get the status on the part and will discuss compensation for the hotel costs. 

400ixl

Is it an expense their house insurance may cover?

Ms_Chocaholic

Could they use a commode.