330% increase in annual stairlift rental

squash_girl6

In Nov 21 my father in law was discharged from hospital after treatment for a septic leg. We arranged for the installation of a stairlift with a company called TKE. The agreement was to pay an initial installation fee and then a rental charge of £450 annually thereafter to include annual maintenance (although this has been difficult to arrange). Every year since installation we have had to remind the Company to raise the annual rental invoice - this year after prompting we have received an annual invoice for £750. After querying this with the Company they have said the £750 rental is actually for each 6 month period, we can either buy the stairlift for £1,200 (we have already paid a total £2,196 since installation), or opt for it to be removed free of charge. It is clear to us that my 101 year old father in law needs a stairlift for safety reasons and feel that his vulnerability is being exploited unfairly but we are not sure of what action we can take. 

eskbanker

To what extent was the original agreement documented, especially with regard to the potential for cost increases?

pinkshoes

squash_girl6 said:

In Nov 21 my father in law was discharged from hospital after treatment for a septic leg. We arranged for the installation of a stairlift with a company called TKE. The agreement was to pay an initial installation fee and then a rental charge of £450 annually thereafter to include annual maintenance (although this has been difficult to arrange). Every year since installation we have had to remind the Company to raise the annual rental invoice - this year after prompting we have received an annual invoice for £750. After querying this with the Company they have said the £750 rental is actually for each 6 month period, we can either buy the stairlift for £1,200 (we have already paid a total £2,196 since installation), or opt for it to be removed free of charge. It is clear to us that my 101 year old father in law needs a stairlift for safety reasons and feel that his vulnerability is being exploited unfairly but we are not sure of what action we can take. 

You need to check the wording on the original agreement. I very much doubt it has a clause that allows such a large increase, as that would be an unfair term. 

This sounds odd. Have you checked the accounts for the company?

£750 for 6 months vs buying it for £1200 indicates potential financial problems and they need cash. 

squash_girl6

All we have is the brochure left with us by the sales surveyor on which is written to purchase the stairlift with 2 years warranty included was £1647 or to rent would be £450 annually including warranty. When we queried this year’s increase with TKE they claimed they had sent a letter notifying us of this but we never received any communication. They have emailed us with the clarification of our options but have not included a copy of the increase in rental charges letter they claim to have sent previously.

Alderbank

Saying 'they need cash' is a truism. All businesses need cash. That's how they work.

I am familiar with several stairlift companies. They are saying the model your father-in-law has chosen (not necessarily his own stairlift, but the same type) has turned out to be expensive in terms of callouts, repairs, etc. Many of them turn out that way.
They would prefer him to move the loss-making maintenance contract to another contractor.
Not unfair and not illegal.

saajan_12

Agree the key will be what they committed to in rental renewals.. it would certainly be wise to have controls around the rental rate for a good period of time especially where there's frictional costs to move / install. However if they only contracted for 1 year and the subsequent years were at discretion then there may not be.. same as netflix or travel insurance could hike their prices after your minimum term is up. 

Unless you can find that original contract and it says something helpful, this may well be no good options. While the £1200 is (relatively) cheaper now, remember they are budgeting in not having to remove and dispose of the lift, which can be costly and can devalue a house if sold with it in place. 

Aylesbury_Duck

Given the need to rely upon this company for any future spares or repairs, is it worth having it removed once you've identified a suitable replacement from another company?  At 101, I would have thought that (with respect), your father-in-law is unlikely to live independently at home for another three years, so buying it wouldn't appear to be economically sensible.

Being pedantic, it's a 233% increase, not 330%.  Still a huge hike, though.