Kudos Stairlifts

Thank you for taking the time to let us know the difference the stairlift has made to your wife. Very pleased to read your comments on the installation. Kind Regards, Neil - Client Focus Team

Dear Mr Pierrepont, Thank you for your comments. I am of course disappointed that you are not happy to receive the buyback you wanted. I appreciate your comments on the quality of product and installation, and I am also pleased to hear that the stairlift made a difference to your Mother. From our records, I can see that you have owned the stairlift for just under 12 months, and have not experienced any issues with the stairlift during that period. I would like to discuss your comments with you further with a view to reaching an agreeable resolution, however, must respond on here also. Looking through your records and history, I can see that we provided quotations for more than 1 option, we are as you will be aware able to offer up to 5 straight stairlift models, and is noted that a curved option would have been the recommended option for your mother, including new, refurbished or if appropriate rental options. The quotations were left with you for your preferred options as you had some other companies to receive quotations from also and needed to discuss the option with other family members, I am confident you would have had a similar conversation with all. I will state also that your visit was conducted by one of our surveyors, not a salesman as you mention, an employed staff member and not a commission-based salesman as some of the others that visited would have been. Our office spoke with you the next day as arranged and it was indicated by you that your preferred option was the Homeglide stairlift, although another model was also discussed which you said you had already received a quote for and had no interest in as the features of the homeglide would be better for your mother. You mentioned also that if you did decide on a curved lift it would not be with us as you had received lower quotations albeit for other models to what we could offer, but did not disclose prices or models, stating the straight option would be your preferred choice. We organised a call back at 1 pm as you wanted to know what discounts we could offer should you place an order with us, and also allow us to check the survey detail and ensure fit. You also requested specific days for installation. This call was made, a deal was offered, including organising the installation at a suitable date after you had organised a dedicated power point for the lift yourself. You are correct in saying that your lift was installed by the manufacturer installation team, this is normal in certain areas as we work in partnership. Your late mother's stairlift was installed in August 2018, August is a key time for annual leave and we did have 2 installers with school-age children booked on holiday who would cover that area. Also please be advised that we have service engineers based in Leicestershire and Nottinghamshire so do have full coverage for our customers. I note also that from the date of installation you had no need to call us with any questions, or for a breakdown or issue with the lift so would have not experienced our speed of response should the need arise from a locally based service engineer. I would say that this is a testament to the quality of the product you chose and the high standard of installation delivered. Our terms do state clearly what we can offer and under what circumstances. Like you, many people do choose new over reconditioned/ 2nd hand units, and at the time of your request, we had more than the allocated quota in stock, all obtained through our buyback policy. It seems also that you have either misunderstood, or something has been miscommunicated, as some of your comments are incorrect. I will be happy to discuss this with you should you wish too, perhaps we can reach something agreeable to us both. Please feel free to contact me directly. We can fully support relocation, removal, etc in all areas that we provide stairlifts, and for existing customers, this will be without charge. James

Thank you for your review, I'm glad the installation went well and we look forward to seeing you again. Kind Regards - Neil, Client Focus Team

Dear Mr Green, Thank you for taking the time to leave us a review. I'm very pleased to see that we were able to get things sorted for you. Feel free to call us should you require any further assistance. Kind Regards, Janay - Client Focus Team

Thank you very much for your review! I'm very pleased that we were able to help your Mother and your kind words are much appreciated. Kind Regards, James - Client Focus Manager