“I am so appalled and livid at the lack of professionalism within this company. My partner is a triple amputee war veteran, entirely missing both legs and one arm. We had a through floor lift fitted in May 2023, which we paid around £20,000 for, and less than 12 hours after it being fitted, it had already stopped functioning, as the door sensor was faulty - this issue has not been rectified. Since having it fitted 8 months ago, it has had one problem after another, and has not worked reliably as intended at any given point. Last night the lift stopped functioning all together, none of the service lights were illuminated, and the lift buttons were entirely unresponsive. I used the emergency lowering release to enable my partner to access the ground floor of our house today. Following calling the repair service at 8am this morning, my partner waited in for the engineer who arrived at 2:30. The engineer admitted that he had only been working for the company very recently, and that he was the single only person on call this weekend for the entirety of East Anglia!! He confessed that he had received absolutely no training or experience with in-home personal lifts!! After staying until 4pm, he left feeling terribly, and very apologetic that he in his own words, had 'no idea, what I'm supposed to be doing, or what I'm supposed to be looking at'. The engineer is not the one that should feel guilty, or apologetic, as he did all that he could, he was incredibly empathetic to the situation, and gave it his best efforts given that he has not had a single bit of training or experience. My partner now has 37 hours before he can even contact anybody else to come out, of which during this time he has no choice but to be isolated to the downstairs of our home, he will have absolutely no access to any washing facilities, nor will he have a bed to sleep in. His back is broken in 3 places, from being blown up in the Armed Forces, and he has frequent dislocations of his remaining shoulder, so sleeping on a sofa is not a viable option for him. As a company, you should be entirely ashamed to have not only put your engineer in a situation that was well out of his depth, by having him be the only person on call all weekend with no training or support, but to have my partner in a situation like this where he now feels utterly emasculated. The effects on his self esteem and mental health, have been dire, and he feels completely hopeless.”
“Total joke of a company, lift breaks down, door doesnt open and lights dont come on. Spoke to them on the phone at 12 noon, 6pm the same night still no engineer. Phoned up the emergency number to be told it would be a next day visit which was not mentioned on the phone. Engineer eventually comes out and guesses at the door solenoid, i was told to phone on the monday for an update, got told the service manager was in a meeting and would get phoned back, now at 3.30pm following day, still no phone call yet my wife is hurting herself manually opening the door and going into a through the floor lift with no lights. Disgusting customer services for people who are disabled, council need a new contract with a company who actually cares about service and not just money!
Update!! Today Wednesday 13th December, door goes and an engineer is at the door at 8.30am in the morning to "service the lift"! you couldnt write this stuff. He had been given the wrong number to phone me of his arrival and knew nothing of the repair. He phoned his office for an update on the part and was told they knew nothing of the part being available as know one has spoke to the service manager, thats some meeting he is in, he must have taken a sleeping bag! Company dont know there a** from there elbow and should not be working with disabled as they have no respect for them!!!”
“My brothers stairlift kept stopping and starting both up and down. This was friday 8am, phoned stannah and was asked are you ok until monday. When I said no, was told it would be passed to out of hours. This problem been
going on for 10 days, three engineers out and cannot find fault when they call. Just keep checking batteries and say they cannot find problem.”
“Rated 1 out of 5 stars
Updated 32 minutes ago
The last straw.
Never been happy with this - It finally fell apart and is blocking my cellar exit. This has to be the most poorly engineered and cheaply constructed thing we had ever bought. I got it for my late wife and since I am approaching 85 I kept it here. The foot rest had failed for the third time about a year ago and I decided nobody knew how to fix it so I never called it in,, the seat cover and the foot rest cover are falling off, the right seat rotation adjustment lever broke off, the safety switches are often intermittent and the hard stops work sometime and leave the chair half way up or down. I refused to spend any more money on it.The last straw was this morning when it jumped the track when I was on it and pitched me off,and some plastic pieces fell off from somewhere and now it is stuck and half tipped over. It cost us nearly $5,000 for about a year of trouble free operation.
Is this thing for real???.
I just want it gone!!!!
Oct 18 update:
Their promises mean absolutely nothing. No one has called or visited as promised me. (see last response) I called again and described its' dead condition after it had jumped off the track. I was curtly told that that nothing would be done until I paid more money It'is blocking my basement stairs. I am 84 and have to crawl around it every time I have to go out or do my laundry or buy groceries. They won't come out to fix it only to remove it. My experience with this company has been a complete disaster. Take my advice and go elsewhere. Their letters and promises mean absolutely nothing. Don't be fooled by these companies that take advantage of us elderly and handicapped.”
“Simon from the Norwich office was excellent. He was professional and friendly. He came to my parents house promptly, repaired the lift and explained the reason for the fault. Very good service.”
“worst customer service imaginable. They identified a safety risk with my installation, said they'd be in touch shortly with a solution. That was three months ago. I've chased and chased and either been ignored or passed on to someone else to ignore me. I'm now scared to use my very expensive lift.”
“I agree with other reviewers who have had a bad experience with Stannah. Installed a stairlift for my elderly mother n disabled brother. The stairlift broke down after 2 days. Engineer came fixed the problem. After 5 weeks it has another issue it keeps stopping frequently in both directions. Engineer came, said needed to replace a part (just like another reviewer had mentioned). This was beginning of last week. Not sure how long this will take. Been in touch with customer services who are of no help whatsoever.
We decided on Stannah stairlift due to its well known name but what a big mistake. Did my research but picked the wrong horse!!”
“It was a real horrible experience. There were a lot of issues with the products 2 months after the purchase. After many many trials to reach them, they came with a hammer to fix some of the issues. No way to discuss with them and use the warranty. Company to avoid as much as possible”
“My only difficulty has been to find details of where I can leave a comment! I am well pleased with the service I received when the young man called to deal with my stairlift, he also replaced the battery. My contract no: 6546234. Thanks”
“My 71 year old mum leaves on her own and the only way to get upstairs is via her lift. This broke down, which happens. She called the emergency number and an engineer attended quickly, but didn't really know what he was doing. He rushed around an told her what he thought the issues was and would have to order a part to fix the lift. Was told it would take until the following week to get the parts from North England (really!). Mum complained and managed to get them two days, when the next engineer turned up he took a proper look and send it was actually something else. Mum was again told that it would be a further week before the parts could be delivered as they don't work at weekends!!! Anyway she now has the parts and is waiting for an engineer (having called 3 times this morning before getting through to the emergency operator)... Just not good enough, people have lifts for a reason!!! Should be ashamed of the service you have provided Stannah...”
“Stannah installed a stairlift for my stepmother: after 7 months, it stopped halfway up the stairs and beeped loudly. She couldn't get it to move, but managed to get to the top of the stairs, with great difficulty. We visited & switched the stairlift off to stop it beeping. An engineer visited & said one battery was faulty; he replaced both. We were then invoiced, for £212.74! We have now explained to them five times that it was switched off after it had failed, but the company keep ignoring this completely and insisting that the battery went flat because it was switched off. They also have ignored the horrifying fact that my stepmother could have been stuck half-way up the stairs, possibly for several days, until someone next visited.
We no longer have any confidence in Stannah and definitely do not recommend them: instead of just admitting that they fitted a faulty battery, they are determined to ignore the facts and insist that we caused the problem, by switching it off after it had failed.”
