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Complaint Details
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Initial Complaint
07/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a Stannah chairlift installed late last year (new not used) and it stopped working in June, when I reported the problem and someone came to repair it they could not fix it because "they didn't have the part" after waiting for a response for nearly 2 weeks I finally got them to "admit" they now had the part and sent someone out again however they were over 2 hours late, stayed less than 5 minutes and said they didn't have the part. When I called they said the worker felt unsafe because the area wasn't clean. I had the area cleaned and have photos of the area, installed an air purifier and when they showed up this week they spent less than 5 minutes claiming the area smelled like something died. I found this out when I called back to their office In truth it looks like they have no idea how to repair the chair. I have discussed this with a number of other contractors and that is their opinion also. They are extremely difficult to contact and reading other yelp reviews etc. I can see why the complaints are there;Additionally I had to have my semi invalid wife brought down by EMTs who not use their guerny but had to use the blanket carry technique to take her to the hospital.
Business response
07/25/2022
His complaint is far from the truth, we have tried to help him. Its not that his house has items thrown everywhere and needs cleaning, its the fact that its not sanitary.
Attached is a letter we had our attorney send him along with an attachment of the exterior of his home. If you zoom in you can see the house is disgusting to say the least. Look at the front door and window ledge and screens.
Customer response
07/26/2022
Complaint: 17510035I an rejecting Acme's response and laughing at the photo of the front of my house complaining about the front door, etc I have had 2 chairlift companies come in to give me an estimate to put in a new chairlift and I asked them expressly if they had any problems with the cleanliness of the area or the smell and they laughed. They both thought it was either a delaying tactic or that they had no idea had to fix the problem and hope that I will go away. Attached is the response I sent to their "Legal Rep" who is not an attorney. Unofficially they both told me that they heard numerous complaints about Acme with one reason after another they couldn't do the work.
Sincerely,***************************Initial Complaint
05/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Acme is our Elevator *************** About 2 yrs ago, they came to fix the elevator and said since there is renovation going on in the hotel, call them when it is done. Each quarter, I paid my $990 for the service (which they did not have to service anything because the elevator was down). But I paid the $990. each quarter because I needed the elevator fixed when renovation was down. Otherwise, I would not have service and they would fix the job per our service contract.On April 11th, I had an appointment for them to service the elevator. They were a no show. Then when I called the office, they said they are no longer going to service our property.So I paid this money for 2 years, and now that I need service, they decided not work on my elevator. This is completely not right and not a good way to do business.Business response
06/02/2022
Hi ******,
They paid $990 semi-annually for quarterly service FM agreement including callbacks, parts, etc. They were billed in March, which we credited.
Acme Home Elevator is no longer doing any commercial work, we sent a letter to all of our clients explaining the situation and are in the process of sending out refund checks. ************ will be receiving a refund check of $3,960.
Regards,
***********************
Branch Manager
Stannah Stairlifts
Acme Home Elevator
2477 **********. Ste D
*********, ** 94533
DD: ************Customer response
06/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
************ - *******************************
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.