A recent test by the DISQ Institute and the German Association for Consumer Studies (DtGV for short) shows that stairlift manufacturers differ significantly in terms of service, price, advice and quotation and make many mistakes. How good is the service and advice at stairlift companies?
Supporting people we care about in old age is a given. With mobility aids in the home, health problems can be better managed. Purchasing a stair lift is very beneficial for people with prosthetic joints, significantly reduced mobility or a disability, because navigating a multi-story household is often a challenge. Purchasing a stair lift can be an arduous process for many reasons. A stair lift allows older people to remain independent. Before deciding on a purchase, take the time to compare different manufacturers at your leisure.
Stair lift providers in the test at the DISQ Institute
In the test period from June to August 2017, the company examined 5 stairlift companies. With the help of mystery tests, a total of 215 service contacts were made (a total of 43 per provider).
Subsequently, the on-site consultation and the appointment by phone were analyzed. The service quality is composed of the following sub-areas.
- On-site consultation including quotation documents
- Telephone service
- Service by email
- Internet presence
- Shipping quality
- Price test
- Number of offers
In the DISQ study, all stairlift companies that operate nationwide were considered. The tests took place in various German cities, but most frequently in Berlin, Hamburg and Munich.
Photo: tkelevator.com | © ThyssenKrupp AGIn 50% of the on-site visits, the test persons expressed a justified complaint (e.g. because of long waiting times or unclear prices of the stairlifts offered). The aim of the DISQ test was to analyze the service of stairlift companies from the consumer’s point of view.
rank | company | points | test verdict |
|---|---|---|---|
| 1 | Sanimed | 87.6 | very good |
| 2 | Hiro Lift | 82.2 | very good |
| 3 | AS Senior Products | 76.3 | good |
| 4 | Lifta | 68.5 | satisfactory |
| 5 | Thyssenkrupp | 63.9 | satisfactory |
During the mystery tests by phone and e-mail, the following topics were clarified. Subsidy to the stairlift, Tax deductibility, Installation options and rail systems, Different seat variants, Operating elements, Power failure, Design options of the stairlift.
If you spend a little time getting quote comparisons, you will end up with a quality stairlift that will allow you to stay in your home without having to call on outside help.
Stairlift manufacturers tested by DtGV
DtGV – Deutsche Gesellschaft für Verbraucherstudien mbH is a manufacturer-independent institution that tests sellers or retailers of products and services. DtGV awards the best providers with a test seal and pursues the primary goal of supporting consumers in their purchasing decisions with objective analyses. The DtGV’s focus is on tests of customer service and the range of products and services offered.
Test winner Lifta | Photo: © Lifta GmbH | Press imageThe DtGV recently took a closer look at the stairlift manufacturers ThyssenKrupp, Garaventa Lift, Hiro Lift, Lifta and Sanimed in a detailed test. To this end, the undercover testers arranged on-site appointments to assess the quality of advice and service. For this purpose, the testers invited representatives of individual companies to their homes to discuss the installation of a stair lift. All of the manufacturers in the following list sell their products either directly to consumers or through a certified network of dealers and installation teams that can guarantee the manufacturer’s adherence to quality standards.
The following stairlift manufacturers were tested
No. | Manufacturer |
|---|---|
| 1. | Garaventa Lift |
| 2. | Hiro Lift |
| 3. | Lifta |
| 4. | Sanimed |
| 5. | ThyssenKrupp |
| 6. | A&P Stairlifts |
| 7. | Acorn Stairlifts |
| 8. | Hawle Stairlifts |
Particularly in the on-site consultation showed in part serious deficiencies. The testers noticed that topics such as warranty, safety and maintenance were rarely addressed. In addition, some stairlift manufacturers were unable to provide specific answers to the testers’ questions. In the area of advice, Lifta achieved first place with a score of 2.1, while A&P Stairlifts came in second with a close “good”. All other stairlift providers could not really convince here.
Test winner Lifta | Photo: © Lifta GmbH | Press imageThe service quality was the focus of the test and was rated “Good” by DtGV for all stairlift providers. In the area of service, the stairlift manufacturers showed only a few weaknesses. A point of criticism of the DtGV testers was that the affiliation of the customer advisor to the enterprise was often not clearly recognizable. Thus customer advisors wore in most cases no firm clothes un no name plate. However, customers were treated in a friendly and courteous manner by all stairlift providers.
The DtGV testers criticized above all the “offer preparation” of the individual offerers. Here none of the enterprises made it beyond one “satisfactorily”. For example, an alternative rental financing model was offered in only ten percent of cases. In addition, the testers found considerable price differences. The price difference between the cheapest and second cheapest provider was more than 800 €. As test winner the testers selected the stairlift manufacturer Lifta, followed by Hiro Lift and A&P Treppenlifte in third place.
What was tested?
Category | Description | Rating |
|---|---|---|
| Service | Were the test customers treated friendly and courteous? | 50% of total |
| Advice | How detailed and individual was the advice? | 50% of total |
You should never be pressured into buying a stairlift and always get multiple quotes. In addition, it is advisable to determine what features you want your new stairlift to have. Since costs can increase due to on-site structural conditions, you should invite all manufacturers to a free on-site appointment so you can estimate costs more accurately.
rank | company | points | test verdict |
|---|---|---|---|
| 1 | Lifta | 86.7% | 1.9 | Good |
| 2 | HIRO LIFT | 84.6% | 2.0 | Good |
| 3 | A&P Stairlifts | 82.2% | 2.2 | Good |
| 4 | ThyssenKrupp | 81.5% | 2.2 | Good |
| 5 | Acorn Stairlifts | 81.5% | 2.2 | Good |
| 6 | SANIMED | 79.3% | 2.4 | Good |
| 7 | Hawle Stairlifts | 77.7% | 2.5 | Good |
| 8 | GARAVENTA Lift | 72.6% | 2.8 | Satisfactory |
The on-site appointment and the estimate should always be free of charge – only dubious companies demand an expense allowance here. Also promises such as “delivery immediately” or “installation today” should be checked in a personal meeting. A stairlift is always a custom-made product and must be adapted to the individual needs of the customer. The delivery time and price also depend on how complicated the installation of the stairlift is. It may also be necessary to comply with building regulations.
Lifta covers a wider range of price ranges than many other stairlift companies by offering a versatile model lineup and selling all stairlifts with standard and upgrade options. Lifta’s subsidiary “Der Treppenlift GmbH” offers include used and factory reconditioned lifts, as well as heavy duty models that can support greater weight. All Lifta stairlifts share the following common features.
- Infrared remote controls can transmit signals through obstacles
- Joystick controls can be installed in either the right or left armrest
- Chairs that can be locked with a key
- Manual swivel seat
- Manual fold away
- Available for straight and curved stairs and outdoor use
- Emergency stop sensors
- Emergency reverse function
- Stair mounting for easy installation
Tips: Since a stairlift including installation can cost up to 15,000 €, you should also find out about possible partial or installment payments, as almost every manufacturer offers 0% financing. A comparison of offers can save money and is worthwhile before you decide on a stairlift manufacturer. It is also recommended to ask the relevant building authority whether the installation of the lift must be approved in advance.
Stiftung Warentest: Tips and recommendations for stairlifts
For the product group stair lifts, the consumer organization “Stiftung Warentest” has unfortunately not yet carried out a provider comparison. However, we expect this shortly. Stiftung Warentest provides some tips and recommendations that you should consider when buying a stairlift.
Photo: © Test.deAccording to the Stiftung Warentest, you should personally test the lift model in question. It should also be tested and certified by TÜV. In addition, it is absolutely necessary that stairlift companies look at the conditions on site to be able to make a serious offer. This is the only way to determine which model is even a possibility. An on-site appointment will also give you an overview of various factors that influence the price of a lift. In addition to the complexity of the staircase and the number of turns, the rail guide and the desired product features are also crucial. The simpler the installation, the cheaper the price of the lift. The same applies to the stairlift itself: those who do not need extras will pay significantly less.
Stiftung Warentest also provides tips on how to save money and claim subsidies when purchasing a stairlift. If the medical necessity of a stairlift is certified by a doctor, you can deduct the costs from the tax under certain conditions. In addition, according to Stiftung Warentest, you should apply to your care insurance fund for cost coverage in order to secure the subsidy of up to 4,000 €. If a major barrier-free conversion of your own home is planned, which includes the purchase of a stair lift, you can apply for a low-interest loan from the Reconstruction Loan Corporation (KfW Bank), according to Stiftung Warentest.
Seal of approval: TÜV seal, CE mark and GS test seal
You can tell how safe a stairlift is, whether new or used, by its certification and quality seals. When buying a stairlift, you should therefore also look for quality seals such as the TÜV seal, the CE mark and the GS test seal. Every stairlift must have at least the CE quality seal. The sale of stairlifts without the CE mark has not been permitted in Germany since 01.01.1997. When buying a used stairlift from abroad (e.g. via eBay), you should check whether it complies with the CE directives and has a CE mark.
Photo: © tuvsud.com / Press imageSome manufacturers of stairlifts can also present a TÜV test seal. This proves that the stairlift has passed the technical testing and safety inspections, especially those required by state laws or regulations. The TÜV is an independent institution that inspects lifts for safety risks and effects of use and wear. Stairlifts with TÜV seal meet high quality requirements and withstand great stress in daily use. However, a technical inspection of stairlifts by the TÜV is not required by law. A TÜV inspection is only necessary if the stairlift is located in a public building. An inspection by a TÜV expert is also possible for used stairlifts and in our opinion, definitely recommended.
Photo: © VTT Studio / ShutterstockIn addition to technical certificates, which mainly distinguish the safety of stairlifts, there are also service seals of approval that you should pay special attention to. Stairlift manufacturers and suppliers can also have their customer service tested by TÜV. Thus the TÜV distinguishes a particularly good service of a company with the seal “TÜV service tested”. During the test, particular attention is paid to consulting and technical competence, accessibility, installation and customer service. Since the purchase of a stairlift is an investment, good customer service by the stairlift provider is the be-all and end-all of a good business relationship.
In addition to the installation, the stairlift company should also be responsible for the regular maintenance of the lift and be available at any time in case of technical failures through an emergency service. The stairlift company that carries out the installation of the lift should ideally be awarded the test mark “Geprüfte Fachkraft Barrierefreie Installation und Montage”. This test mark is awarded by the “Wohnen im Alter” (“Living in old age”) coordination office in Cloppenburg in cooperation with SGS-TÜV GmbH. It confirms that fitters who carry out the conversion or installation of a stairlift have been specially trained.
Photo: © A-photographyy / ShutterstockIn addition to national certificates, there are also Europe-wide quality seals for stairlifts. For example, the European Platform and Stairlift Association awards stairlift manufacturers for compliance with uniform ISO standards for quality assurance. A stairlift gives older people a new kind of independence. But the freedom to move around your own home at any time without restriction comes at a price. There are currently more than 80 different stairlifts from over 20 companies with prices ranging from 3,000 to over 15,000 € – depending on the equipment and installation costs. Before you decide on a new stairlift, you should take the time to compare the different manufacturers at your leisure.
