ComplaintsforLifeway Mobility

• Initial Complaint

  10/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  These people are only out for money. I have had the worst experience with this company and I will never recommend them. I was looking for a stair lift for my mother who was in the hospital at the time and very ill. I could not really afford a stair lift, but it would have been necessary for my mom when she came home so I had to make the sacrifice. I had a sales rep named Mike J****** come out to answer questions and give a quote. I specifically asked him if in the event that my mother should theoretically pass and never get to use the lift, would I be able to return it and get a refund. He told me I would be able to get it returned and refunded minus the install fee with no problems, as long as it wasn't used or very lightly used. Unfortunately, my mother ended up passing away the day after the lift was installed. I called the office and was told I could only receive maybe $400-500 max and that they couldn't take it back! I told them what Mike told me, and they said that's never been how they do things! I called Mike and left a message, and no response. The office told me they had to speak with Mike and the manager and that I would receive a call back, and I never did. So now I have not only lost my mother, I have lost $4200 and have a stair lift I can not use. Mike made me feel like I could have peace of mind no matter what happened with my mom, but obviously these reps will say whatever they have to in order to make a sale and do not care about you or your situation.

  

  Business response

  10/18/2024

  Hello,

  We've spoken to this customer directly and have provided a full refund (minus installation), which was the customer was told during the initial consultation. We sincerely apologize for the miscommunication and frustration. However, we've made sure to respond to this immediately and make things right for the customer.

   

  Sincerely,

  Lifeway Mobility

  Customer response

  10/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  10/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  9-30-2024 Dear BBB, This really is not a "complaint." But your mediation would be helpful. Both my Mother and I are disabled seniors. We need accommodation under the Americans With Disabilities Act. We do not use phones. Can you help us reach Lifeway Mobility, a company which makes chair lifts for disabled persons? We are interested in getting information on them. Erica R******* of Lifeway Mobility sent us a form letter saying they will call us. We replied, again asking for ADA accommodation, to use email to reach us. She ignored us. We emailed her again. She ignored us. We rarely have a caregiver available. They called. The first time, Lifeway's system rejected their call. They called again and no one answered. Can you ask Lifeway to email us. We do not want to work with Ms. ********. ********* ***** pronouns - One - ********* - **.

  

  Business response

  10/01/2024

  We're sorry for the inconvenience. This has been shared with our local team and have asked that some one reach out to you asap. Thank You.

  Customer response

  10/08/2024

  Mr. *********,

   

  I did not receive any message from you before today. Lifeway replied insisting they send someone to my house. I replied asking to come to their showroom. They ignored me. This makes 2 different episodes and 4 messages I have sent to Lifeway asking to come to their showroom. They ignored me. I will not buy from Lifeway.  Please acknowledge you received my message and will enter this into the record. 
  

   

  ********* *****

   

  

  Business response

  10/09/2024

  Hi ********* *****,

  Thank you for reaching out. We received your complaint and upon reviewing your information in our system, one of our team members did reply to your email re your question to visit our showroom in ********* **. The reply was sent on 10/2 and read as follows from Patrece:

  Hello ********* *****,
  
  Our ******** office does have stair lifts for customers to try and get a better understanding of the options. 
  
  When the specialist does the onsite evaluation they will take measurements of the staircase and get a better idea of your mother's needs.
  
  They will then inform you of our safe solutions for her specific needs and staircase then provide you with a quote.

  We're not sure why that message made it to your inbox, but it does show as "sent" to your email address, which is certsponsor@gmail.com. If you have a different email address that we should be reaching out to, please let us know. We'd be more than happy to assist you and your mom in our local showroom.

  Thank You!

  Customer response

  10/09/2024

  
  Complaint: ********
  
  I am rejecting this response because for 5 times I told them I we want to come see their stair lift installed and working. x5 they disregarded this and insisted on sending someone to my home. As I stated in the last go around, I am done with Lifeway. I will not buy from them. Lifeway is to stop contacting us.

  BBB, thank you for your attempt to help.
  

  ********* *****

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a stairlift for $13,500 on 2/2024 from Lifeway Mobility, to assist with compromised mobility. Before I made the purchase, I would get weekly follow up calls to check up on my status regarding purchase. After purchase, I had a problem (still under warranty) with the stairlift when it became inoperable on 7/5/24. I reached out to my sales representative who assured me that someone from the service dept would contact me to resolve the issue. My son had to physically carry me downstairs and disconnect the power for more than 3 hours before it started working again. I didn't receive a call back from the service dept until 7/19/24, when I was informed that 8/2/24 was the next available appt. No call no show for the 8/2/24 appointment! Today 8/13/24 at 1:30 I tried to use the stairlift, again it is inoperable. I called the service department no human available to speak with only a voicemail. I am often at home alone and cannot function without the stairlift. I am distressed by the incidents and feel the stairlift is not trustworthy. What's the point of having a warranty if the equipment cannot be serviced? How would anybody feel if they were the ones stuck on a stairlift. Is my request for service being ignored or deemed insignificant because of my disability and/or age? My income is very limited only ****, I spent every penny I had to purchase this equipment only to be taken advantage of and disregarded, how disgraceful & cruel. The “service” department is disgusting and a complete fraud, I want the money I paid to be refunded.

  

  Business response

  08/19/2024

  We're very sorry for the issues with the lift that you've experienced and the inconvenience. We understand you're frustration and apologize for the no show as well. This has all been address with our local team.

  All that being said, our service team confirmed there was a service visit on 8/15 with one of our technicians. He reset the unit and cleaned and greased the gear rack when he was there. There were no issues with the batteries on the unit. The lift was running properly after he was done with his work.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ********* ***** **** ***** ** *** ************** *** Consumer had a stair lift installed outside his home on 7/12/2024. Consumer is handicapped. He paid almost $14,000. It broke that same evening. Consumer has been trapped in his home ever since and has been told service can't be out for another week. The installation was done poorly and the unit was damaged. He tried to speak to a manager on 7/13 and his call went to voice mail and no call has been retuned. He called the corporate office on 7/15 and was told a GM by the name of Jeff would call back, but he has not called. He was told by the **** ** ********* that the business should have pulled a permit, which they didn't do. He was told it would be $12,000 out the door and he was charged $1800 more. He has pictures of the damage and shoddy workmanship. Customer service has been rude..

  

  Business response

  07/16/2024

  Sorry for the issues and inconvenience. It is stated on the agreement form that the permit is the responsibility of the customer as we do not handle permitting for stairlifts. This was explained during a call made to the customer this morning (7/16). A technician from our local team will be out on Friday to service the lift. The part of the unit was damaged was not anything that our technician did wrong. It was damaged during shipment and the manufacturer is going to provide a replacement for that piece.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Lifeway Mobility was called to perform year maintenance on my mothers mobility chair. The charge was initially $200.0 not $250 to perform the service. The technician was there for about 10 - 15 minutes and rode the chair up and down the stairs and wiped it off with a disinfectant wipe that I provided. I inquired as to what was the service that I am being charged for and and what did he do for $200.0 other than wipe of the chair which we do in general cleaning every week. He gave me a check list of thins he allegedly performed in the 15 minutes that he was there. I watched and he did nothing more than wipe the chair and the rail off with a wipe. Telling me the bill was $250.00 and he could not give me a receipt. I had to get one from the office. I contacted the office (a less than professional person) to ask why I was being charged so much money for a maintenance service that he DID NOT perform and informed them that I was not going to pay $250.00 for a whip off of the equipment that I paid of $3000.00 for less than two years ago the same of which had to be serviced three times after the initial installation. I understand that the bi annual maintenance should be done ever two years but I called about a squeaking problem and the checklist is not an accurate account of what the technician did. He did not explain anything to the person who uses the chair or even asked. When I challenged the discrepancy in the cost of the service the price they told me over the hone and the amount of money the tech wanted in cash without the ability to provide a receipt the customer service representative became a little hostile and told me "WELL WE WON'T PROVIDE SERVICE FOR YOU AGAIN". They did not provide service he did a surface inspection of the chair and rode it up the stairs. $250.00 charge for a service not performed is a scam and literally theft to the senior who expects to have a functional chair. She is 101 years old they did not provide a service or receipt

  

  Business response

  05/08/2024

  We're sorry for the inconvenience and issues you've had with your stairlift. Our local Manager called you directly and has voided the charge of the maintenance check. Please contact us directly at ###-###-#### with any additional questions or concerns.

  Customer response

  05/09/2024

  I did speak with a party who identified themselves as management. They offered to send another technician out for maintenance.  I issued a stop payment on the check and chose to search for another company should I require service of this chair.  As noted in my initial complaint I can wipe the dust off myself with a disinfectant wipe.  They cost about $5.00 a container not $275.000.  I did not trust the response and I do not trust the company especially since I paid cash for the chair less than 2 years ago. A believe about $3000.00.  No further action is required a stop payment was issued so my cost for this fake maintenance was a $30.00 bank fee.

  

  Business response

  05/14/2024

  We've issued a credit for the service call. Our team attempted to reach back out to the customer to send a technician back out at no cost, but we've not heard back. 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased ********** **** in Oct, of 22. Live in raised rancher (stairlift from basement to upstairs) have used maximum 25 times. In Nov. of 23 stairlift failed to operate. Paid technician to come out. Lift worked until Jan. of 24. Stairlift got stuck in the middle of stairway, Called Technician and was told they dont install these anymore due to the amount of problems they have had. He thought he could do an exchange to a ***** at no additional cost. After many attempts by text the issue has not been resolved. No customer support and our Salesman who advised getting the Handilever has since retired. I have tried to resolve this to no avail and would like to have this exchange to a ***** . The company is owned by Rockwood and their motto is always do the right thing so hope this is true. Very very frustrated customer.

  

  Business response

  02/07/2024

  We appreciate you taking the time to share your feedback. We're very sorry for your experience thus far and for the issues that you've experienced with the Handicare stairlift. Our technician was correct that we no longer install Handicare stairlifts. However, we had been installing that type of stairlift  in 2023 and we want to do our best to make things right for you. Our Operations Manager will work with you on resolving the issues that you've outlined. Thank You.

  Customer response

  02/07/2024

  I have tried to communicate with technician to no avail and now he is out on maternity leave. I’ll feel satisfied once operations mgr gets back to me 

   

  

  Business response

  02/22/2024

  We're sorry for the issues you've experienced with the Handicare stairlift. Per our local team member, we will be out to your home soon to assess if the stairlift can be repaired. If not, we will provide options regarding a ***** stairlift.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Summary: Last minute change in internal process leading to stranded elderly! We’ve been very loyal customers of ****/Lifeway Mobility for ~8 years. We are moving houses and I had been in regular contact with sales for a few months (3-to-4) to get estimates & timelines for our new house. We were estimating new chairlifts and then to save really high costs, we’re moving chairlifts from one house to another. So approx. 3 weeks before our move—I reached out to our sales contact and I was emailed that there’s a change in plans. There are some internal processes and another group (service department) will need to handle my case. That group requires a technician to come out which is mandatory and I was informed it will cost me another $250 only to evaluate if my existing equipment that they provided, installed, and maintain can be moved…and the first available appointment is July 10, which is one week AFTER our planned move. After this evaluation, we can set up another time to do the actual move of the chairlifts or we will be told if they’re not compatible and if we need to buy something else. So now we have two elderly 80+-year-olds who will be stuck to either change the move date or will not be mobile without a chairlift, and all the company can say is “sorry, this is out of my hands” and try to make it our fault that we have changed requirements and that we should have reached out sooner…and keep passing the buck to another department. It is a HUGE problem for us, but there is no empathy at all and absolutely no urgency to help us. We are at their mercy. I’ve been trying to contact the service department lead that was copied on the email for a week, and all she wrote back 4 days after initial contact was the same July 10 date, without any courtesy to call back. I’ve left voicemails and emails. If this is how they treat LOYAL customers, imagine what happens to others? I guess they have the entitled right to do this as there are only 2 providers in this mobility space in our area.

  

  Business response

  06/27/2023

  Thanks for taking the time to share your feedback and being a loyal customer. Our service manager has been in contact with you to accommodate your needs the best we can based on the date you reached out to us. You left a voicemail on Friday and she reached back out to you yesterday (the following Monday) to work with you. She has offered to waive the fee for you to evaluate the staircases in your new home to determine the best solution(s). We apologize for the potential inconvenience, but we can only do so much when other installations are already scheduled for other customers. We will do our best to accommodate and Sarah and the local team will continue to work with you.

  Customer response

  06/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while Sarah the Service Dept. Manager it’s correct that I reached out to her on Friday and she responded Monday, I have previously been working with their sales person Bob C***** for 3+ months and then Katie S**** for a week who was introduced as their service department manager earlier…who never called me back.

  Nonetheless, I’m happy to work with Sarah, she always has been and is responsive and straight forward.

   

  But the only thing as a customer that I don’t know how to respond to is…you’re asking if I’m ok in accepting the response from the business—but I don’t really have a choice except to wait until July 20 to get the installation done, so I’m not sure what else I could be doing except to accept the appointment date provided.

  I would like to receive a final all-in price from Sarah and Team, at their earliest convenience.

  Sincerely,
  
  ***** *****

• Initial Complaint

  04/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Started in 2019 *** ************ totally ruined my home electricity and plumbing. 2021 **** was hired to repair and complete job, thus company never had City permits to do job left my home with serious plumbing issues and walked off the job in 2022. The work was to install handicapped wheelchair bathroom and bedroom

  

  Business response

  04/10/2023

  For the work we were hired to complete for this job, everything was permitted, inspected, and passed inspection. We left the home when our team was asked to work on issues/problems from work that we did not complete.

  Customer response

  04/27/2023

  I just had a conversation regarding the above case number. I have attempted to e-mail the Company and mt e-mails have been returned as blocked.

  I have attempted to contact the company leaving messages until my telephone number was blocked.

  This company was hired by ********** ********* ******* ******* ************ **********.  The Insurance Company had me find 4 different contractors starting in 2018. 3 of the companies were taken off the job by *** **** ** *******, and the company above negociated a contract with ********** Attorney at the Time **** ******** located in *******. The company was to repair all work done incorrectly by the other 3 companies and install a wheelchair handicapped bathroom. ********** refused to give me or my Attorney at The Time any documentation on the contract. No supervisor was on site and the job was left with electrical problems that did not get repaired . In 2022 ********** hired a electrican who had to rewire my entire home from work done incorrectly. The only reason inspection was passed by City is due to company stating they were only installing bathroom. When inspector got here he only checked the water in the sink in the bathroom installed and 1 outlet in the bathroom. They were never taken to basement area to inspect plumbing. This room had no plumbing nor electrictity or heat. I am now still receiving greasy water from bathroom and washing Machine, not enough vents to keep room warm, and low water pressure. The water had to turned off to install a hot water tank. This was done without my knowledge the worker never told me he was cutting off the water. The workers were ordered by **** to rod the main pipe but they never did. All solar electrical lighting I purchased due to no exterior lights ********** Insyrance Company refuses to reimburse me for over 4 years woth no lighting. Im a disabled Senior and have been fighting with Travelers for over 5 years due to my Attorney retiring. ********** refuses to speak with me over the telephone to resolve this issue. 

  Looking forward to what legal rights I have since **** admitted they left the job before all work was completed.  A copy is also going to **********.  I have emails where I informed ********** Insurance of all these issues before the 1 year warranty ended. But if electricty was just completed doesnt that mean the job is still open? The Company when I was speaking to them they they could not do anything unless it was approved by The Case,Manager ***** *********, not The Attorney who negociated and signed off on the 4 contractors.

   

  ***** ***** **** * ******* **** ******** ******** ***** ************

  

  Business response

  05/01/2023

  Hello,

  Again, all of the work that were originally hired to complete for the job was all permitted, inspected, and passed inspection. The issues that she reiterates are not from the work that we did at the site. I'd appreciate the BBB's assistance with closing this out at this point.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We had a stairlift installed for my in laws. We are renting it, but they said we could purchase it at a later time no problem. My husband first starting calling them in July with no response. I spoke with someone there in August and explained we wanted to purchase it. The woman I spoke with promised to send an invoice in the mail, but it was never received. Then I started calling and leaving messages, with no response. The stairlift broke and we had a terrible time getting ahold of them to come out and fix it. When they finally did respond we had to wait 4 days until they could come out and fix it. My in laws need it to go upstairs to their bedroom and bathroom. I spoke with repairman when he arrived to repair it, and he promised to have someone get in touch with me, again no response. We had it installed this summer, we pay $132.50 a month, I first called on 8/13 (Carmen) the e-mail was sent on 9/22, the repairs were done on 9/29, and our invoice # is ****.

  

  Business response

  10/18/2022

  ****, thanks for taking the time to share your feedback. We're very sorry for the inconveniences and lack of communication. This falls below Lifeway's standards for customer service as we strive to provide everyone with a 5* experience. We acknowledge that we fell short here, but we're now in communication with a family member to provide details on the buyout option for the stairlift. We also tried reaching you directly, but ended up leaving a voicemail. Please don't hesitate to reach back out if you have any further questions or concerns at this time.

  Customer response

  10/25/2022

  To whom it may concern:
  
  
  The business has reached to us and provided us with the information we needed to make our decision. We need to discuss the purchase with our other family members at this time. We do request a valid phone number for the business, so we are able to follow up with them to move forward with the purchase in the near future. 
  
  
  Thanks for your assistance in advance.
  
  
  Sincerely,
  **** *********** 
  ************
  

  Customer response

  10/26/2022

  ***** **** ******************************* ***** ******** ******* *** **** **** ** *** ********** *********************** ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********  

  To whom it may concern:

   

  The business has reached to us and provided us with the information we needed to make our decision. We need to discuss the purchase with our other family members at this time. We do request a valid phone number for the business, so we are able to follow up with them to move forward with the purchase in the near future.

   

  Thanks for your assistance in advance.

   

  Sincerely,

  **** *********** 

  ************

  Sent from my iPhone

  

  Business response

  10/26/2022

  Our main local phone number for that location is ***** ********. You can also reach out to Amanda directly (she was the local customer care representative assisting with your family's request to purchase the lift) by dialing that same number and entering her extension - ****.

   

  Thank You!

  Customer response

  10/26/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  Okay, thanks so much!

  Sincerely,
  
  **** ***********

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have a ********* curved stairlift installed by ******* in 2016. Lifeway purchased ******* and continues as *********'s authorized service. Since April the remotes have not worked on the stairlift and despite several calls and work on three visits to site they have not been able to fix the problem yet have charged us $300 and wanted to charge us $500 more which we refused. They are now blaming ********* for poor communication and sending wrong parts and each time parts are sent they are still wrong leading to more delays and no communication to us. My wife and I both need to use this stairlift and call it with the remotes daily and so one of us must walk up or down stairs. We are each 79 years old and she had a stroke. I have complained many times to bot Lifeway and ********* on phone and now in writing with no result. All we want is a working stairlift that does what it is supposed to do. How about replacing what we have with the same model? We probably won't live another 7 years.

  

  Business response

  10/12/2022

  We’ve been working closely with the manufacturer regarding this customer’s stair lift. We received a new mother board, receiver and remotes from the manufacturer and are scheduled going to install the new components tomorrow, 10/13/2022. The manufacturer believes this should resolve the issues that the customer had been experiencing with the lift. Our team has have talked to the customer about this and he is aware of what the plan is for tomorrow. I’ll provide further correspondence after the upcoming appointment

  

  Business response

  10/17/2022

  ** *****

  Our technician performed the repair for this customer on Thursday, October 13^th. The stairlift is operating again as it should.

  Customer response

  10/17/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩