Dave
Bruno Stair Lift
When we ordered our stair lift on 3/19/25 we were told they don't stock the unit, it takes 7 to 10 business days to get the unit and then installation within 1 or 2 days. On 3/20/25 we received a call that they had a unit in the warehouse and installation was scheduled for 3/21/25. The gentleman arrived to do the installation on 3/21/25 and after about 2 hours he had bad news. The chair he had was for installation on the right side and ours was on the left side. So, he left with the track installed awaiting a chair. We called a number of times to see when they expected to get the chair, but no one could give a good answer (evidently the person who normally does this was on vacation then sick). Installation was eventually completed on 4/10/25, 16 workdays after purchase. Most frustrating about this was the lack of communication from Arrow Lift, we could deal with installation about twice as long as "promised". After installation was completed we found some grease spots on the stair carpet and the unit seems noisy (like a "quiet locomotive). We are waiting a little longer to touch base with Arrow Lift about these things.
Response from Arrow LiftApr 21, 2025
Dear Dave, Thank you for your honest and detailed feedback. We’re very sorry for the mix-up during the initial installation and, more importantly, for the lack of clear communication that followed. We understand how frustrating it must have been to be left waiting without a reliable timeline, especially after things got off to such a promising start. While delays can occasionally happen, it’s our responsibility to keep clients informed every step of the way—and it’s clear we fell short there. We also appreciate you mentioning the grease spots and the noise you’re noticing. That’s something our team can definitely take a look at, and we’d be happy to follow up whenever you’re ready. We really do appreciate your patience throughout the process, and we hope the lift is now helping make daily life a little easier. Please don’t hesitate to reach out when you're ready for a technician to check in. Best regards, The Arrow Lift Team