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Complaint Details
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Initial Complaint
12/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On October 16, 2019, we purchased a Stannah Chairlift for our two-story townhome, Model # *** (Invoice 1248, $ ***** paid-in-full) directly to the company. Stannah recommended and installed model # *** When the original service agreement expired, On October 26, On October 6th of this year, in accordance with our Service Agreement with Stannah, we requested that our chairlift be serviced. Two days after the service technicians completed the service on October 8, 2023, the chair stopped functioning. On October 17, one of the service technicians returned to our residence with one part but was unable to get the chair to work stating that they didnt have the right part in any of their warehouses, that they would get it in ********Both my husband and I need the chairlift. I am 79 years of age, and my husband is 86. I have had both knees replaced and have a fracture in my lower back with a collapsed vertebrae. I also suffer from Osteoporosis.In spite of numerous phone calls to Stannah Chairlifts, there has been no response, and the chairlift is thus still not functioning.
Business response
06/04/2024
******'s stairlift was fixed and the problem resolved on Jan 3, 2024 and we currently have good relations with this customer.Customer response
06/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
10/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In November 2021, my mother purchased a stairlift from Stannah, which came with a buyback program. The policy stated that if she returned it within 1 year of purchase, Stannah would refund $1000. My father passed away on September 25, 2022, and we called Stannah 2 days later to set up removal of the stairlift and to get the refund. They told us that the policy changed in June and that the refund would be only $500.Business response
10/12/2022
Hello,
We understand your frustration with the limitations of our buyback policy, but unfortunately we have recently had to reevaluate what we can continue to offer while still covering our operating costs. We are sorry for the effect this change has had on you. While we wish we could offer more, Stannah is still one of the few companies that offers a buyback.
Sincerely,
The Stannah Team
Initial Complaint
05/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of the transaction: Deposit Aug 5 - measured for chair - September 24 Remeasured Amount of money you paid the business: ***** Recommended Remove cost Stone Wall ******** Nature of Dispute is Return of Deposit and Damages Total $3,075.00 Whether or not the business has tried to resolve the problem: NO Medical Home Visits - Nurse and Physical Therapy July 2021 to March 2022 Aug 5 - Saleperson measured for stairlift Aug 26 - Installer stated wall (cement) had to be removed for Installation of Chair Sept 24 - Saleperson remeasure - No callback about Installation March 3 - Spoke to Manager ********************* requesting refund plus damages No contact March 22 - Sent certified letter requesting refund and damages (less use of room in basement) Due me $3,075.00Business response
05/20/2022
Hi *****,
We've received your message and would like to resolve this situation to the best of our ability. After checking in with your sales advisor and our sales manager, it sounds like there was quite a bit of confusion with this situation. The sales advisor was confident that your staircase had been made suitable for installation and all issues had been resolved. However, the sales manager was under the impression that you were going to be sending in some pictures to illustrate a potential issue with the stairs, but we never received anything. We would love to resolve this issue and install a stairlift on your stairs, if possible. Or, if you prefer, we could certainly refund your deposit. Please give ********************* a call at ************** and we can begin the process of resolving this issue. In the meantime, please accept our sincerest apologies for the confusion and inconvenience this situation has caused. We hope we can make this right for you in the coming days.
Sincerely,
The Stannah Team
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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