Stannah Stairlifts USAReviews of stannah-stairlifts.com

Response from Stannah Stairlifts USAAug 7, 2018

Hello Mr. McNamara, We sincerely apologize for the inconvenience. The error that required us to re-design your stairlift should not have happened. We can assure you that your rail re-make was given the highest priority, however 3-4 weeks is typical to design, manufacture, ship and install this type of stairlift. We will double check with all of our employees to make sure that this is 100% clear, but if someone did tell you that, we apologize for giving you inaccurate information. As to the issue with your footrest, are you still having trouble? We didn't receive a phone call about that; but if it's still a problem, we will be happy to address that for you when we come to install the second lift on Friday (or sooner, if you'd like). Once again, we're sorry that things got off on the wrong foot. We hope that once the new stairlift is installed, we can begin to change your opinion of our company and provide you with quality service going forward. Sincerely, The Stannah Team

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

Response from Stannah Stairlifts USAMar 9, 2017

Hi Mrs. Grace, We're sorry that you weren't happy with the follow-up process after your installation. We try our best to answer all of our customers' questions and make sure that they understand how to use their stairlift at the time of installation. We apologize that we did not do the best job of this in your case. Our records show that you have since been in contact with our team to discuss these issues. Do you have any more questions for us? We'd be happy to help in any way that we can! Sincerely, The Stannah Team

Response from Stannah Stairlifts USAOct 6, 2016

Hello Mr. Ebner, We apologize for the confusion during this process. We understand and are aware that our stairlifts require permits for non-residential installations in the state of Massachusetts; however the vast majority of our installations are for residential homes, which do not require permitting. Given this fact, we do not hold a Massachusetts building contractor's license. We're still able to install stairlifts in non-residential buildings, like yours, however it is the responsibility of the building owner or property manager to obtain the necessary permits. This would have been something clearly marked on the quotation and order form you received. As to the specifics of the outlet placement, the representative you've been dealing with will be reaching out in order to help resolve the building inspector's query. Finally, we're sorry that you've taken exception to our accounting department's efforts to obtain final payment. However, per the agreed upon contract, payment was due in full at the time of installation. Nevertheless, we want to help you to resolve these issues, so that you can enjoy the full use of your stairlift without encumbrance. We will make every effort to assist you in the coming days in the hope that we can satisfy your needs and improve your opinion of us as a company. Sincerely, The Stannah Team

Response from Stannah Stairlifts USAJan 20, 2015

Hello Mr. Simons, We're sorry about the confusion. A completed invoice, detailing your purchase, will be sent out in today's mail. We hope that this clears up all outstanding issues, but if you have any other questions or concerns regarding your account, please contact our office by phone or email ([email protected]). Sincerely, The Stannah Team

Response from Stannah Stairlifts USAJan 14, 2015

Hello Ms Kain, We're sorry that you had a negative experience with one of our technicians. We're constantly trying to improve as a staff and we encourage you to call our office with any feedback that can help us serve you better. As for 24 hour service, experience has proven that this is not a practical option for us or our customers. While we understand the desire for around the clock support, the cost to staff and manage a weekend/evening service team has proven to be prohibitive for both our company and our customers. As always, our answering service is available for troubleshooting and assistance outside of regular business hours. We always respond to calls during the week within 24 hours. We hope that this has answered some of your questions, but we invite you to call our offices if you'd like more information on the structure of our company and our safety regulations. Sincerely, The Stannah Team

Response from Stannah Stairlifts USAJul 8, 2014

Mr. & Mrs. Stasiak, We understand your frustration and offer our sincerest apologies for having to reschedule your annual service. Our service department does its best to arrive within the agreed upon time frame, but occasionally, unforeseen complications arise during the course of a given day. When these situations do come up, we try to rearrange the schedule to the best of our ability. Unfortunately, this will sometimes mean postponing non-urgent appointments until the next day. Please call our office and we will make sure that we get someone out to service your stairlift as soon as possible. Sincerely, The Stannah Team

Response from Stannah Stairlifts USAJun 25, 2014

Hi Tasha, We're sorry that you and your mother had that experience. We want all of our customers to feel safe and secure in their homes and, with that goal in mind, we've designed a reliable product that isn't prone to breakdowns. When issues do arise, our policy is to provide service within 24 hours. However, it is true that we do not provide 24/7 service and are closed on the weekends. This is a standard practice in our industry and is done in order to minimize costs for the stairlift owner. That is not to say that we abandon our customers over the weekend. When our offices are closed, our answering service is trained to troubleshoot and guide you through common issues that may occur. If your lift is still not working and you require help or if there is an emergency, the answering service will contact 911 and make sure that no one is trapped up or downstairs for an extended period of time. We would then handle the necessary repairs the following Monday. If you'd like to speak with someone in our Franklin office regarding these policies, we encourage you to contact us at (508) 520-7878. Sincerely, The Stannah Team