Mrs. S.
i got my stairlift a week ago
i got my stairlift a week ago. Within my first week, my oxygen tether got caught in the chain and jammed the lift. I checked your website and found that you provided service 24/7 , "even o n Christmas day". I called and was told there was a long wait and was put on hold with DEAD AIRSPACE. (no indication that I was in line for the next operator) After twenty minutes, thinking I had been disconnected, I called again and agreed to an automated callback. Two hours later, I called again and a woman finally answered. I told her my problem and she offered me service for the following Monday. I replied that service was supposed to be 24/7 and she replied (sarcastically) that someone would be in contact with me for service that day.(Saturday). PLEASE NOTE THAT YOUR MESSAGE STATES THAT CALL IS BEING RECORDED so you can easily verify authenticity of this complaint. About an hour later, your service person(Brad) called to say he was on another call in Mass but would be back in about two hours. He checked in with me again on his way back to CT. Brad arrived, unjammed what was left of the oxygen tether, and made several other adjustments to the newly installed chair. Brad was courteous, intelligent, knowledgeable, and a perfect Rep of your company. Then he told me that the service call was $225.00 because it was a Saturday and considered an emergency. I'm not sure Brad believed me when I said that i 'assumed' that a charge, if any, would be minimal because the chair was so recently installed. I was never told about the $225 charge. Please check the telephone record to verify this. I wrote the check for $225, thanked Brad, he left and I had an operating chair again......I am very angry abut the deceit of your company in strapping your customer to this unexpected, unreasonable service fee. Elaine Strickland
Response from Stannah Stairlifts USAJul 10, 2018
Hi Mrs. Strickland, We're sorry that you ran into trouble with your Stannah during your first week. While it was not due to any problem with the actual stairlift, we still understand that it's frustrating to need repairs so early on. First, to address your reference to service provided "24/7, even on Christmas Day". We think you visited our UK site by mistake. While our parent company is able to provide 24/7 service throughout England, like most stairlift companies operating in the US, we have to charge an additional fee for emergency service (outside of business hours) in order to maintain sufficient coverage. During the first year after purchase, parts and labor charges are covered under normal circumstances; but the $225 you were charged is necessary for weekend service, so we can have techs available for emergency service. This should have been clearly explained to you at the time of installation or during your phone call with our answering service. We apologize if this was not done clearly. Our team will look into the issues with your first call and work to correct any mistakes made by the answering service. Nothing was done with any ill intent, but unfortunately we can't waive this charge. Please call our office, if you'd like further clarification. Sincerely, The Stannah Team