Stair Lift Mess
Discussion
Apologies for long post - Not sure if there's much to be done but any general advice appreciated. (apologies for lack of detail, I've not been involved other than hearing the woes)
My Dad lives on his own out in rural Norfolk and has been stuck downstairs for the past 18 months or so due to issues with his legs.
He responded to an advert from a local company who could install a stair lift in his place - the stairs are quite narrow and do a 180 halfway.
A designer from the company came out and there was some discussion about the best way to fit the lift. Anyway, Dad went ahead and had it fitted.
The installer showed him it working once finished and got my Dad to sit in it to lift him up - now it is very tight and as they went up, the installer had to move my Dad's foot out of the way of the newel post for clearance.
My Dad is a reasonable fellow so thought this would be fine - it is not! He cannot move his foot himself at this point so when it gets caught, the lift simply stops! He is left stranded.
He has tried (don't laugh!) a scarf round his foot to try and move it with his hands - no luck and has been left stuck until neighbours have come round!!
The lift company said they would chop out some of the newel post to help which my Dad refused as its a period property with original staircase.
The designer came back the other day and said to my Dad that it wasn't fit for purpose and he would look at an alternative along with a reduced cost for the changes but when he spoke to the MD that all changed.
He now says theres nothing wrong with it and changing it would cost £2700.
I suspect theres little in writing apart from a few emails back and forth with most things done face to face.
Any suggestions for where to go for independant views on stairlift installations? any other thoughts? Should lifts just stop halfway with no way of getting back up or down? That seems mad!!
What sort of recourse does he have?
Original costs have all been paid in full
My Dad lives on his own out in rural Norfolk and has been stuck downstairs for the past 18 months or so due to issues with his legs.
He responded to an advert from a local company who could install a stair lift in his place - the stairs are quite narrow and do a 180 halfway.
A designer from the company came out and there was some discussion about the best way to fit the lift. Anyway, Dad went ahead and had it fitted.
The installer showed him it working once finished and got my Dad to sit in it to lift him up - now it is very tight and as they went up, the installer had to move my Dad's foot out of the way of the newel post for clearance.
My Dad is a reasonable fellow so thought this would be fine - it is not! He cannot move his foot himself at this point so when it gets caught, the lift simply stops! He is left stranded.
He has tried (don't laugh!) a scarf round his foot to try and move it with his hands - no luck and has been left stuck until neighbours have come round!!
The lift company said they would chop out some of the newel post to help which my Dad refused as its a period property with original staircase.
The designer came back the other day and said to my Dad that it wasn't fit for purpose and he would look at an alternative along with a reduced cost for the changes but when he spoke to the MD that all changed.
He now says theres nothing wrong with it and changing it would cost £2700.
I suspect theres little in writing apart from a few emails back and forth with most things done face to face.
Any suggestions for where to go for independant views on stairlift installations? any other thoughts? Should lifts just stop halfway with no way of getting back up or down? That seems mad!!
What sort of recourse does he have?
Original costs have all been paid in full
Thanks for all the advice folks - I'll try and address some points
Pics are difficult - I would need to get there which is some distance from me but if not sorted when I do, then I will.
There is no way he will entertain altering the newel posts - they are original, chopping them in any way will not be repairable. They are not painted.
I get that the lift should halt if an obstruction is detected - but then not to be able to reset it from the seat seems crazy. There is no chance he will get stuck right now as he's not using the lift.
personal pendant alarm - yes absolutely. I just need to convince him he needs it and then get him to carry it. We gave him a mobile phone once as the equivalent, its turned off and in a drawer.
The installer has BHTA and Trading Standards logos on their site so thanks to those mentioning them - thats a good avenue to investigate. He has now decided to speak to a solicitor now to takes things further.
The industry bodies is very useful - thanks
The seat does not allow movement to the side I believe - he is pretty stuck in position as i understand it
Oddball - many thanks for that explanation, it really helps. I will ask him but I believe there was no drawing before, just a discussion. Then when the installation was done, a trial where they moved his foot.
I've looked at email correspondence and he wrote to them within 3 weeks of installation stating not fit for purpose and needed a solution so thats good that he made them aware very soon after.
I'll update again once I speak to him
thanks
Pics are difficult - I would need to get there which is some distance from me but if not sorted when I do, then I will.
There is no way he will entertain altering the newel posts - they are original, chopping them in any way will not be repairable. They are not painted.
I get that the lift should halt if an obstruction is detected - but then not to be able to reset it from the seat seems crazy. There is no chance he will get stuck right now as he's not using the lift.
personal pendant alarm - yes absolutely. I just need to convince him he needs it and then get him to carry it. We gave him a mobile phone once as the equivalent, its turned off and in a drawer.
The installer has BHTA and Trading Standards logos on their site so thanks to those mentioning them - thats a good avenue to investigate. He has now decided to speak to a solicitor now to takes things further.
The industry bodies is very useful - thanks
The seat does not allow movement to the side I believe - he is pretty stuck in position as i understand it
Oddball - many thanks for that explanation, it really helps. I will ask him but I believe there was no drawing before, just a discussion. Then when the installation was done, a trial where they moved his foot.
I've looked at email correspondence and he wrote to them within 3 weeks of installation stating not fit for purpose and needed a solution so thats good that he made them aware very soon after.
I'll update again once I speak to him
thanks
Vaud said:
LivingTheDream said:
personal pendant alarm - yes absolutely. I just need to convince him he needs it and then get him to carry it. We gave him a mobile phone once as the equivalent, its turned off and in a drawer.
You could compromise with him... get one and attach it to the chair "just while we get this silly thing sorted" then it isn't about him (and he doesn't have to carry it)PF62 said:
LivingTheDream said:
A designer from the company came out and there was some discussion about the best way to fit the lift. Anyway, Dad went ahead and had it fitted.
So the designer decided that their design would work for the stairwell.LivingTheDream said:
The installer showed him it working once finished and got my Dad to sit in it to lift him up - now it is very tight and as they went up, the installer had to move my Dad's foot out of the way of the newel post for clearance.
Except when it was fitted, it didn't. The designer had messed up.
LivingTheDream said:
The lift company said they would chop out some of the newel post to help which my Dad refused as its a period property with original staircase.
Not what was asked for originally and if it had been suggested then your father would have probably declined to buy. LivingTheDream said:
The designer came back the other day and said to my Dad that it wasn't fit for purpose and he would look at an alternative along with a reduced cost for the changes but when he spoke to the MD that all changed.
He now says theres nothing wrong with it and changing it would cost £2700.
So they can fix it without cutting the newel post, but they don't want to because it will cost them money to do fix the designer's mistake.He now says theres nothing wrong with it and changing it would cost £2700.
If it was me the company would be sending a letter suggesting they fix it before I got someone else to do so and took them to court for the costs.
Thats pretty much where we are - He's asked them to sort it (and even said he would contribute). They're saying no (or quoting a ridiculous figure to fix)
elanfan said:
Just tell the installers that the newspapers both national and local will love a story like this, ask if they really want to go there. TheCusader in the Express would I’m sure get involved.
True - not sure the old man would fancy that idea. Not really his style but we'll see.Thought I should update this thread
We decided to simply pursue the 'not fit for purpose' stance and since Dad had emailed the company within 30 days to state this, assumed should be simple.
Dad instructed a solicitor as we were getting nowhere going back and forwards and ,maybe unsurprisingly, the first response was simply full of lies!!
They said they had not received the 'not fit for purpose' email - although they had received all the others.
They said the issues with Dad's foot catching was a result of deterioration of his health - not true.
They said they had designed it to be fitted differently but Dad had refused as it would limit access to his Bicycle (which is under the stairs) - Seriously! He can barely walk around downstairs - He hasn't used the bike in years!
What an awful company - happy to take a large percentage of Dad's remaining liquid assets (and then suggest charging more for alterations) and to lie about the whole process in order to keep it.
We decided to simply pursue the 'not fit for purpose' stance and since Dad had emailed the company within 30 days to state this, assumed should be simple.
Dad instructed a solicitor as we were getting nowhere going back and forwards and ,maybe unsurprisingly, the first response was simply full of lies!!
They said they had not received the 'not fit for purpose' email - although they had received all the others.
They said the issues with Dad's foot catching was a result of deterioration of his health - not true.
They said they had designed it to be fitted differently but Dad had refused as it would limit access to his Bicycle (which is under the stairs) - Seriously! He can barely walk around downstairs - He hasn't used the bike in years!
What an awful company - happy to take a large percentage of Dad's remaining liquid assets (and then suggest charging more for alterations) and to lie about the whole process in order to keep it.
Ha!! Whilst typing that update out we've had another update.
The MD has phoned and said they will be there tomorrow to remove the whole thing and they will refund his money!!
Lets hope they stick to it
Dad will be down a few quid through solicitors fees but at least the result is good - fingers crossed.
Whats really galling is the approach this company takes - particularly with the vulnerability of its target market.
Any places worth putting an honest review - that won't get removed by them? I'd like to feel that we have put this in the public domain for others to get a view from both sides.
Unfortunately, given the target market (particularly in that area of the country) - online probably won't get viewed unless its by relatives but worth a try.
Any places worth putting an honest review - that won't get removed by them? I'd like to feel that we have put this in the public domain for others to get a view from both sides.
Unfortunately, given the target market (particularly in that area of the country) - online probably won't get viewed unless its by relatives but worth a try.
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