‘Stair lift company ripped off my 94-year-old mom’

Q

Aid 4 Mobility recently installed a used outdoor lift at my house for my 94-yearold mother, who lives with me. My mother paid $2,500 for this lift and has had problems since the day she got it.

We found that the company installed an indoor carriage — the part that moves up and down the track — outside, even though her receipt says “outdoor lift.”

Numerous calls to Aid 4 Mobility, the Better Business Bureau, the state attorney general and Acorn (the manufacturer) have left the issue unresolved. This is clear financial exploitation of a senior citizen, and no one is willing to step up to the plate and fix the problem.

We want the correct outdoor carriage installed. Also, given what we have gone through, we’d like a new carriage, with Acorn’s full warranty to help with issues in the future. However, we do not want the company who did the initial work on our property. They should pay for the cost though.

This is simply ridiculous how no one will step up, accept blame and fix the problem. To add to this, my husband is terminally ill. I work full time and am the sole breadwinner while caring for my husband and my 94-year-old mother. I do not have time for all these forms, letters and phone calls. I need for this problem to be resolved. — Darlene Marks, Mansfield, Mass.

A

I’m so sorry to hear about your personal circumstances, including the incorrect stair lift. I wish I could wave a magic wand and make your mother’s stair lift troubles disappear, but I can’t.

The reason? You did everything by phone. Your phone call to the installer, a small family business called Aid 4 Mobility, and to the manufacturer, won’t be documented. So when you chose to appeal your case — whether to the attorney general, BBB or me — you have no evidence that you gave Aid 4 Mobility or Acorn a chance to fix the problem.

I understand that you’re trying to fix the problem quickly. If I were in your position, I would, too. But by making phone calls, you’re setting your case back. Now, when you get to the next representative, you have to explain the problem all over.

You’re correct to worry about an indoor lift being installed outdoors. Although both units are similar, outdoor units are weatherproofed to ensure water, dirt and temperature changes don’t damage the control boards and motor. The seat is different. Outdoor units have marine-grade vinyl padded seats and weather-resistant covers. Bottom line: You can’t safely use an indoor unit outside.

I strongly suggested that you establish a written paper trail. Separately, my nonprofit organization’s research department got involved, furnishing you with a contact for Acorn. The manufacturer responded within 20 minutes of receiving your email and offered to send your mother a brand-new outdoor unit.