Kim C.
My Stannah stair lift is not working
My Stannah stair lift is not working. Even though there are website claims assistance, 365 days, even Christmas Day, they cannot have someone here to repair it for six days. Yes six days. My mother is 95 about to be 96… And she is stuck in the basement in her bedroom unless I carry her up the stairs. This is not acceptable. When asked to speak with a supervisor, I was told that no supervisor would be available for five days. Yes, five days. I do not recommend Stannah. Their service is not what the website claims.
Response from Stannah Stairlifts USAJul 21, 2025
Hello Kim, We’re sorry to hear about your experience and understand how important the stairlift is for your mother’s mobility. According to our records, your first call was received on Wednesday afternoon. Our team identified an error code that is often resolved over the phone, but you declined to troubleshoot and instead requested immediate in-person service. Due to the holiday closure and no weekend service, we offered the next available appointment on Monday, June 24th, and assured you we’d monitor for any earlier availability. During a follow-up call, the conversation became difficult due to inappropriate language and a sudden disconnect. We are committed to providing respectful and effective support, and we ask that communication remains courteous so we can assist you as efficiently as possible. Regarding your comments about our website, we’d like to clarify that we do not advertise service 365 days a year or on holidays. Our hours of operation, excluding holidays and weekends, are also outlined in the sales contract provided at the time of purchase. We’re pleased to know that our technician was able to visit on Monday the 24th and successfully repair the stairlift. If you need any further assistance, please don’t hesitate to reach out. Sincerely, The Stannah Team