Complaints

This profile includes complaints for Lifeway Mobility's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Lifeway Mobility has 29 locations, listed below.

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• 

  Lifeway Mobility

  40 Weston St Ste A Bldg 40 Hartford, CT 06120-1538

  
• 

  Lifeway Mobility

  666 Upper Maple St Unit D Danielson, CT 06239-1439

  
• 

  Lifeway Mobility

  21 E Main St Ste B Westborough, MA 01581-1467

  
• 

  Lifeway Mobility

  12405 Montague St Pacoima, CA 91331-2122

• 

  Lifeway Mobility Chicago, formerly EHLS

  210 W Campus Dr Ste B Arlington Heights, IL 60004-7829

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  There was no installation. The manufacturer made assurances it would “work”. The company’s website website viewed does not state “no refund” policy. The photo in company’s brochure shows equipment positioned out of potential harm’s way. The stairlift is designed for those with mobility problems such as my husband. Safety should be priority.
  

  Sincerely,

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

  ould be the same as before. I couldn’t believe it. I said, of course not. Installers called the operations manager to inform him of the situation. After speaking with the installers, the operations manager said that he was going to issue a full refund. He said he would have a staff member contact me. I thanked him. I felt he was very sympathetic to my situation. I also thanked the installers for their kindness and honesty. Shortly afterwards, I received a call from the staff member that the operations manager was trying to reach me. His supervisor told him no refund would be issued. Operations manager said he would to speak to the supervisor again. No call back. Left a message wishing him a happy Thanksgiving holiday and to call when he was available. As of today (December 15) no call from him or his supervisor.

  

  Business Response

  Date: 12/16/2024

  We apologize for the delay in communication. Unfortunately, a full refund could not be provided because of the nature of the lift in that the rail is customized to the specific staircase. This is stated on the contract. We waived the remaining balance ($5,950) that would have been due after the installation. The stairlift was installed within manufacturer specifications both times.

• Initial Complaint

  Date:10/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  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,
  
  
  
  ******* *****ow 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

  Date: 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

• Initial Complaint

  Date:10/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.

  

  Business Response

  Date: 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 [email protected]. 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 Answer

  Date: 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

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Date: 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

  Date:04/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.t 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

  Date: 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.

  

  Business Response

  Date: 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

  Date:02/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.

  

  Business Response

  Date: 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.