Pat C.
Posted
Very disheartened
The UP Stairlift was installed on 9/26/25 and I then determined that the seat and the footrest cannot be adjusted for a shorter stature person. Second, upon installation the installers encountered difficulty demonstrating the stairlift. The joystick on the armrest would not move the chair up and down the stairway. It was determined they would order and replace the defective joystick so I had to use the 2 handheld remotes until the joystick was replaced. Used the stairlift 4 times. When I called for the stairlift to come down from the second floor, I was unable to get the stairlift to transport my husband up the steps. The result was he had to crawl up the stairs to get a shower. I reached out to Lifeway on Saturday morning 10/11/25 but I didn't receive a callback until Monday morning 10/13/25. In the meantime I emailed the sales person and the installer who left his business card. The email to the installer bounced back as he no longer worked for the company and the helper installer reached out to me on Monday morning. I followed his instructions but the stairlift wouldn't operate. Earliest appointment available for repair was Thursday 10/16/25. Shane came along with Eric on Thursday and after 4 hours of reconfiguring the rail and speaking with a rep for the UP stairlift company it was determined the seatbelt was defective interfering with the operation of the chair. They also told me it wasn't the joystick on the armrest. Long story short. They had ordered a new seatbelt assembly which they will have to return and install at a later date. My husband was now able to now use the stairlift with the armrest joystick but his legs dangle (which is very painful for him) because he cannot reach the footrest. I think you should measure your clients inseams or make the seat and footrest adjustable as not everyone is over 5 and 1/2 feet tall. This and the speed of the unit make it a lot to be desired. I purchased the UP Stairlift because it had some features necessary due to the configuration of my stairway but the seat issue is really disheartening. For $16000.00 I expected better. Pat Cocozza
Response from Lifeway Mobility· Oct 22, 2025
Thank you for taking the time to share your feedback. We're very sorry for the issues you've experienced with your UP lift and the inconvenience. We were unfortunately shipped the wrong unit by the manufacturer initially, and then ran into some of the other issues that you had shared since. We've also passed along your concern regarding the distance between the seat and footrest. It is part of our process to note the user's height for this exact reason during the consultation, and we apologize if that was not done at that time. We're committed to making things right and ensuring your husband has a comfortable stair lift to use to safely and easily navigate the stairs. Our team will be out again on Monday to work towards getting the remaining issues resolved.