"Response par excellence!"

Our experience with Handicare Stairlifts was, overall, mostly excellent. From our first call, the surveyor's efficient, friendly visit, the delivery of the stair lift components, and the arrival of the installation engineer, all went well.
However, being the Thursday before Easter, the engineer found that one of the rails was badly damaged and required replacing and made all the necessary calls to arrange it.
We then received a sympathetic call from Ellen Vicary, who was told of the urgent need as my wife has great difficulty with stairs. Ellen said she would arrange what she could to expedite a solution and that we would hear next from her Resource(?) colleagues with a new installation date. A lady from Resource later called to advise that installation would now be Friday 25th April (8 days time), because of the Easter break, and was completely unmoved when I told her we were considered Urgent/Priority because of my wife's limitations.
I went back to Ellen, who really 'pulled out the stops'.
We were extremely grateful that, on the Good Friday, their driver drove down early from Birmingham to Mid Sussex at 08.30, to deliver the new rail etc., and engineer, Gary, arrived later for the installation, which was fully completed and demonstrated by mid-afternoon. So, a terrific effort by Ellen and her Handicare colleagues.
However, having read some of the reviews about questionable after-sales service, I have noted Ellen Vicary's name as an 'in case of need' contact.

"Please do not buy anything from these…"

Please do not buy anything from these they make the disabled persons lift worse not better.
One of the worst companies ever dealt with. Got stairlift 6/3/24. Broke down 25/3/24, then again next day and again 28/3/24. After over 20 more breakdowns we said it needs a full replacement. A lady phoned back and said an update should fix this and we agreed one last try. 18/3/25 it was done and less than a month later broke again. Now going to trading standards as they won’t replace it

"Very focused on customer care including…"

Very focused on customer care including after service.

"This company is completely unfit to install stairlifts"

This company has given us no support with the stairlift that we purchase from them since day one. They charged over £4500 for their product which is basically unfit for purpose. If I could give a lower score of 1 they would receive a minus rating.
Let’s begin at the Sales stage; they arrive promising the customer what they say is the best product and with the best aftercare but then once the product has been installed the problems begin. Our stairlift was installed just prior to Covid so whilst the World suffered the two years of the pandemic our warranty came close to its end date and this company refused to honour their obligations of the annual services that the stairlift should have received during these 2 years. Eventually, after a lengthy debate on the phone, we finally got them to reluctantly honour a one off service under the existing warranty but with them trying to apply all the hardball sales tactics and get us to pay out to extend the original warranty that we had never benefited from. When their engineer did arrive I asked him to remove or cover his muddy, wet work boots to protect our new stair carpet - he refused and came up with an excuse that Health & safety prevented this and promptly left without conducting the service after I said that the install engineer used covers on his shoes! We rung the company and complained but got no apology or rational regards the engineers rude behaviour so left it unimpressed and requested a new appointment. Another engineer eventually arrived and set about the service. I explained that I was experiencing a very slow rise & decline, asking if the speed of travel could be increased? He said “of course” and simply placed and superglued several small magnets to the rail without explaining the purpose? Another repair he conducted was to tighten both arm rests as they were lose and would not stay upright. In doing this he removed both the arm covers and admitted damaging the fitting clips on both but said not to worry he would order replacements and that they would get sent out in the post and that I could easily clip them back into place upon receipt. Here we are 3 years on and we still don’t have them despite asking the company for them on at least 2 occasions since. Oh and just to say the magnets fixed upon the rail did not increase the speed, it’s still as slow as it always been. We have spoken with them since about a faulty on/off switch, the uneven rails at the mid joint section, the strange noises it makes during travel, the excessive movement between the chair and rails, a broken electrical charging point, the seat cushion splitting, and yesterday we phoned them again to report a battery charging fault - only to be told that they would not send out an engineer as we no longer had a warranty with them, that there was a shortage of engineers in our area and that their warranty customers came first? I was then informed that if I were to pay £175 call out fee, there and then, they could send an engineer out to look at it? whilst I went to get my payment card I was placed on hold, eventually the call was resumed and I was told No you can not have an engineer as there was none available in our area and the best they could do was recommend a 3 party local company the may help (Able World, whom it turned out wouldn’t help us when we rang them! No better than Handicare, it turns out).
Handicare as a company really needs to get its act together. No one buys a stairlift as a ‘want’ they buy it as they cannot manage the stairs and it’s a necessity. This company does not live up to its word, their customer support is rude, uncooperative, unsupportive and offer little to no aftercare whatsoever. Their attitude is “no warranty, no support” but even when one does have a warranty it doesn’t provide you with any support for an expensive stairlift which is unfit for purpose that they fitted and was paid top price. SHAME ON YOU Handicare you show no respect to your customers whatsoever. Your constant negative reviews highlight the lack of support you actually offer to the vulnerable disabled clients that put their faith in you and their monies into your pockets.
So my message to all and especially the South Wales disabled community that may be in need of a stairlift (or other disability aids) is AVOID THIS COMPANY at all costs that way you can avoid a lot of stress as well as being treated as a second class citizen just by buying else where.

"Excellent all round service from initial enquiry to installation all done within one week "

We needed a stairlift installed
Someone mentioned age uk
I contacted on line,overnight
Received a phone call next morning and surveyor came next day, measured up and told me the price
I confirmed order same day
Two days later the installation was carried out.
They phoned early in day to say delivery van had broken down.
This delayed installation (by one hour)
Their communication was excellent
The installation was carried out quickly, efficiently and neatly
When the fitter left you wouldn't know he had been
He was courteous, tidy, communicated what he was going to do and got on with it
He was clean and tidy the installation didn't take long and when completed was demonstrated well with advice on what to do if any issues
I was very impressed by one feature in particular which is that when stairlift reaches top stair it automatically rotates for easy exit BUT CAN BE LOCKED IN POSITION TO PREVENT ACCESS TO STAIRS
THOROUGHLY RECOMMEND THIS EQUIPMENT AND COMPANY
THANK YOU FOR YOUR HELP

"Great friendly and excellent service"

After making one call the service was exceptional. We had to have a radiator moved which they were able to do. From survey to completion everything was carried out on time and efficiently

"Excellent"

Excellent. Gave us 2 hr notice of arrrival. Efficient and clean. Most importantly gave a great explanation of how to use our new zip wire

"I took out a 1 year warranty on behalf…"

I took out a 1 year warranty on behalf of my father, unfortunately he passed away less than 5 weeks after the service plan started.
I spoke to the service team initially and then a manager that informed me no refund was available as they simply didn't do refunds.
Extremely robotic in his approach and very little empathy shown to my situation.
His only real response was no stairlift company provide refunds, I suggested Handicare should break the mould, show some good will even suggesting a small refund but he wasn't interested Informing me I was hostile in my approach which simply wasn't the case.
I paid in full for my dad's service plan which was just over £330 for the year, payment in full was the only option meaning there is no escape from the draconian non refund policy.
Handicare didn't send the reminder letter out to myself as requested the year previous, it was sent to a 86 year old with dementia, I had to retake the contract late after receiving an answer phone message.
You recieved a payment in full for a 52 week service plan which I terminated after sadly my dad passed away less than 5 weeks into the agreement.
Instead of harping on about terms on conditions, set the standard and show some empathy, a token gesture would have been the morally right thing to do, greatly appreciated and saved you recieving this review which I feel is wholly justified.
Maybe take a look at your business model, I sadly never used your service within the contracted period so I feel you keeping the whole amount is really poor on your behalf.

"Superb service from Handicare"

Superb service from Handicare. Excellent communications, polite, pleasant and patience consultant and installer. Equipment seems very good quality. Easy to use even for my 80 year old non-techy mum! Fully recommended.

"Absolute Top Class Service "

The service was superb from the first phone call to instillation.
Straightforward, clear information.
Absolutely NO hard sell or pressure.
Less than a week (6 days) from the initial call, 1-2-1 personalised service to installation.
Everyone we dealt with was friendly and helpful from day one.
To top it all the price was very reasonable.
Can not recommend these guys enough.
10/10 top class service