They've been servicing our elevator for over twenty years. Which is how many years we've had this elevator. It's a passenger one that fits four, maybe five people, with a latch screen door. It's a rarity to have this in this neighborhood (Chinatown) which makes parking for the service crew challenging. This is why I try to make early appointments, preferably before noon, knowing they and their staff are East Bay based. My window for a Monday morning was between 9 am and 11 am. I was just calling their office around 10:40 am to check on the guy's status when I got a call waiting flashing. The technician told me that he was in front of the building so I ended my call with their office person and told him that I will open the door in a couple minutes as I was on the 3rd floor. It was the first time for this tech on working so I walked him floor by floor in checking the contacts, the panel response, and other potential issues with the elevator. The building is four stories high plus there is a basement station for the elevator. He was very thorough and did not find any issues. All told, he was done in a little over twenty minutes. Thanks to Neal this time and the other numerous times to Anthony and other service guys who have helped us here. Always nice to know who to call for this and possible repairs... knock wood on the latter. read more

Jean Sanchez provided the worst customer service. She provided very little help and wasn't accommodating at all. I cancelled my work obligations only to find out that the repair person couldn't make it 10 minutes prior to his expected arrival. read more

after two missed appointments and two failed attempts to fix elevator they do not pick up the phone anymore because I called them incompetent. Elevator is broken for a month. When I eventually reached out to them and shared my disappointment, Service manager Brandi Castro instead of apology called me rude in email and copied her supervisor. Can you imagine? they can't fix, they do not pick phones, and they call clients extremely rude seems that this is just their normal practice. Stay away from them as far as you can. On Fri, Nov 9, 2018 at 9:50 AM Brandi Castro brandi@acmehe.com wrote: Wayne, wayne@acmehe.com As you can see from Michael's email to the home owner he is extremely rude and berates me each time we speak. In the email he calls me useless, incompetent and asks weather I qualify to be human. He does the same and worse over the phone. Instead of getting scheduling done he attacks me verbally during each call. He cannot control himself and so with your permission I asked do not speak to him any longer. His timeline and assumption of why things happen a certain way are false. read more

Run as fast as you can away from this company. They have stranded my wheelchair bound mother in the basement of my house because they are so inept and just lie about everything. This is the 3rd elevator company I have used and without a doubt the most disorganized, lying bunch of people I have ever met. They were bought out by a company over a year ago and every single person I have run across in my construction business lets me know how horribly they have been treated by this company - they cannot keep people so they have no ability to meet deadlines. I cannot speak to their quality since I IT HAS BEEN OVER A YEAR AND I CANNOT GET THE STUPID ELEVATOR INSTALLED. How inept must you be??? read more

This review is for customer service, not for the quality of their home elevators. My late mother (died on 6/25/2021), had a chair lift installed in September 2017. It worked well during her final 4 years of life, and never broke down. My sister and I needed to remove the chair lift in preparation for selling mom's house. I called on 7/13/21, 7/27/21, and 7/28/21. I have yet to get a scheduled removal of the chairlift. When I politely complained about the slow response time on 7/28/21, the receptionist got snarky. She told me that only one person is assigned to scheduling and he was busy doing inventory. I doubt it takes more than two weeks to respond to a simple request. Do not use this company if you expect decent customer service and a response within 2 weeks. read more

I love my stair lift. This morning I had a problem with it. I called ACME and they sent a repair man out a few hours later. The chair lift works perfectly again. Thank you for great service. read more

I needed them to remove the chairs which was part of the contract and they cancelled once and never showed up for the second appointment and never called. read more

Don't do business with these people. I needed a stairlift removed from a condo that I bought. The stairlift was a 2 year old Stannah Outdoor lift in Rossmoor (Senior Citizen Community in Walnut Creek). I found someone in the community who needed it, contacted Acme to see what they would charge to uninstall/re-install, they stated that their policy is that they don't untinstall /re-install used units unless the owner is moving to the address where it would be re-installed. Nothing like helping out the Senior Citizens these days. Sad!!!! read more

Do yourself a favor and buy another brand. The problem with Acme is that because the parts are so hard to get no one wants it when you don't need it anymore. You can't even find a charity to give it to. Acme won't take it back unless you agreed to a maintenance contract with them when you bought it. I was the trustee for a man who bought this product when he was quite elderly. He used it for two weeks. After he died, because he did not have a maintenance contract in place, Acme wanted no part of taking the lift back. We had to haul it to the dump. Other products are in demand and once you are finished using them it is easy to find a charitable organization who will come and remove them and give you a nice donation deduction at the same time. read more

If you don't all ready have a contract with this company, run, don't walk to their closest competitor. This company has HORRIBLE customer service. We are in contract with them for a public building we manage as volunteers and unfortunately have had countless bad experiences with them. The technicians are great once they get there but it is like pulling teeth to get them scheduled. My most recent experience was when they failed to contact us when the elevator failed a state required test. Hence, we had no warning that repairs couldn't be made by the state deadline and that penalties should be forthcoming. I only found this out when I called in to discuss a completely different matter (that nobody had answered the emergency number the night before, which of course is another common problem with the company in that calls and messages are routinely ignored). The office staff offered no apologies for sitting on this important information and also refused to provide an explanation to the state on our behalf until I called the state who told me to insist they send an email explaining the problem and requesting an extension of time to comply. The end result was that we needed to replace the whole elevator to pass the state requirements so, given our time constraints we contracted with them to do the job which cost about $15,000. They set a two day schedule to do the install once the equipment arrived. After the two days came and went, I contacted the office to verify completion, only to be told that they needed 4 more hours and that I was being moved to the back of the line because the technicians had moved on to other jobs. When I checked to this, I was told that I should be happy because I could be assured that it would at least be done by my extended compliance date two weeks hence. When I complained that want good enough because I needed an operational elevator for upcoming events, and that they needed to do better because it was they who under estimated the installation time needed, the clerk told me that it wouldn't be fair for the people behind me to get bumped so that they could finish my job! When I pointed out that they wouldn't have to be bumped if the company would just stand behind it's promises even if it meant paying their techs overtime, I got nothing but silence. So now I wait and scramble to cancel meetings and other important events, long ago calendared, that require elevator access for our very elderly population who cannot tackle 3 flights of stairs. Finally, I have asked on several occasions to speak to the owner/president about these problemsn bad company policies and poor customer service, but he is never in and has never returned my phone calls. If he had called, maybe I would not have had to write this review. So, save yourself the frustration that comes with doing business with this company and hire someone else. You won't be sorry. read more

I purchased a stairlift for my parents. Wes and his staff took the stress and confusion throughout the purchase and installation process. We are very happy with the ease and quality of the lift. But more importantly, my parents are completely satisfied. Do yourself a favor like I did, please give them your business. You will not be dissappointed! read more

Do not use this company. I'm in the middle of trying to get an exterior wheelchair lift for months. It has been one glitch after another, one miscommunication after another, one error after another. And no, we still do not have correct drawings. I regret the day I called them. read more

Acme is unresponsive and unreliable. I have a hillside elevator that Acme was in service contract for from 2013 (as well as with the previous owners before we moved in). For 2014, they were supposed to maintain the elevator on a schedule, but would need constant reminders and would only send out a technician when I asked them. Apparently, they recognized this and changed their service manager who committed so fixing the issues, and let me know they were short staffed but he was fixing it. As a result, they never did all the service they were supposed to. In 2015, the same problems continued. Shockingly, in the last service they did, the technician found a problem, but NEVER told me about it or left a note. He simply documented it in their system. When my elevator broke as a result, they discovered that there was an issue that was discovered but no one did anything, nor did they let us know. It gets better. When the elevator broke, they washed their hands off it and recommended we find another company to fix it - and made a recommendation for someone is Seattle (we are in San Francisco). This is when Acme had replaced most of the unit a few years ago and were the only ones that are knowledgable about it. Final straw - I just got invoices for the 2015 service contract, where they never did a service and dropped me when I needed them like a hot potato. I also got an invoice for the 2016 contract. From what I can gather, all Acme wants is to get paid for maintaining the elevator when things are going well, and not do any work, let alone be relied upon when things break under their service contract. read more

My grandmother insisted I share this review for her, "Jesus serviced my chair lift and did a wonderful job. He was very patient and understanding and prompt getting to my house. He is an excellent representative of Acme Home Elevator - Janice M". Thank you Jesus! read more

We love ACME for our new home's elevator service and maintenance. Their service representative, Kekoa, came and did a complete service of our elevator. He was professional, on time, listened to our concerns and addressed everything in such a timely manner. They also installed our elevator. I really appreciate their professionalism and easy scheduling. read more

Stannah chairlift is not trouble free. Breakdowns are frequent and Acme repair service is slow.

I spoke to a nice woman on the phone who was very knowledgeable about the stairlifts. She offered me a consultation and it was so easy. When I get the my family details ironed out I'll absolutely use acme read more

My employer recently had Acme install a chair lift. I am so impressed with this company and the lift they installed. It operates quietly and the ride is smooth. Zach was our sales person. He was knowledgeable made recommendations based on needs. I appreciate his insight. Anthony installed the lift. He was great. He thoroughly explained and demonstrated features. He had the lift installed in short order. The lift was about half the cost of what we were expecting. Acme had it installed within three business days. They have a 24 hour call center to assist lift owners. I highly recommend this local company. read more

I agree with the other reviewers - run, don't walk, as far as you can. We had a very shoddy installation that is now a huge white elephant/death trap in our home. We have little kids, and this is a major safety hazard. We have repeatedly called the company, and they will not come out to correct the issues unless we prepay thousands of dollars. I don't know how they're still in business. read more

I put my house up for sale so I contacted Acme about buying back my old lift. They did. Unfortunately, I've developed more knee problems. My 2 story house is too difficult to live in without the stair lift. I called Acme to see if they still had my old stair lift. I got lucky, they did. It's only been a few months without the lift. Scott came out right away with very attractive pricing, I re-bought my lift on the spot. I love these people! What a terrific company to do business with, I was treated like an old friend. read more

We have had an ACME chair lift for a number of years. It was a lifesaver for my mother-in-law. We pay the fee to have it maintained yearly and it is worth it. When I call I get quick and pleasant service. The technician, Kori, who maintained the chair lift last month was very skilled and knowledgeable, answered our questions thoroughly and was focused and pleasant. read more

I am sure the stairlift that this company installs is a God-send to families with members who are not ambulatory...but...when that lift needs service or a question needs to be asked to anyone in the office, the descent into Hell begins. The staff is rude, calls are not answered or returned, and appointments and promises are broken without apology or concern. Like so many who have documented their experiences with Acme on Yelp, I an shocked that they are still in business. read more

After researching alternatives, we chose Acme Elevator to install a elevator in our San Francisco flats. The entire Acme team ( sales, operations, customer service, service agreement personnel and the service team) far exceeded all of our expectations in all aspects of the process. Wes Rockhold and his entire team were a "pleasure" to work with!!!!!! read more

This is an update to a review I wrote on Acme Home Elevator back in May. Subsequent to my posting, Wesley and I met to discuss the problem I had. Wes was very pleasant and willing to listen to my concerns. He indicated that he would be talking with his employees about this incident to get things straightened out and to proceed with the removal of the chair lift. Wes followed through on this and kept me updated as to when specific steps would be scheduled. The work was completed to my satisfaction. read more

My mother-in-law broke her hip and is recovering from surgery. We need a lift for a few weeks or months but nothing long term. (Thankfully) I absolutely love that acme RENTS stair climbers. I have a free consult set up later this week. Everything about this company is effortless and "one-stop shop". The woman who answers the phone is very educated and kind. I definitely would recommend acme to my friends and family. read more

Our family required a home elevator for my mother that has Stage IV cancer. My father paid them a deposit of over 50% of the amount, and they installed a temporary elevator that my mom could use to get up and down the stairs. Weeks later, they finally showed up to finish the installation while my father was at work. They finished around 1 pm, and called my dad to tell him he needed to pay right at that moment. My father told them that he was at work, and he also wanted to look at the final product make sure there were not any issues. They demanded immediate payment, despite the fact my dad had paid them a hefty deposit, and they had not informed us that this is their payment policy. Subsequently, they turned off the elevator. They trapped my mom downstairs until my father could pay them. Then they left to go to a different job!!! My father returned from work shortly thereafter and then waited for them to return so he could pay them. He tried calling the manager, and the sales associates, and no one would return his phone call. Finally, they returned and received payment from my father and turned on the machine for my mom. I am appalled at their customer service, and their attitude towards my very sick mom. This company is exploitative, unresponsive, callous and unprofessional. Do not use them. read more

Acme Home Elevator provides home stairlifts for the handicapped and elderly and other types of home elevators and access lifts. Acme is the Western states distributor of Stannah Stairlifts, manufactured in England. I urge you to not purchase a Stannah Stairlift because once it is installed, Stannah USA and Acme collaborate to make routine maintenance and repairs outrageously expensive. They do this in three ways. First, they charge high prices for a service visit and second, they pad the service work to make multiple trips at your expense. In my first experience, I was advised it would cost $450 and two trips to replace two batteries when the drive distance from their Benicia shop was 20 miles each way. I found the same batteries at my local Ace Hardware store for $22 each. The task involved removing 4 screws and one cover panel to access and replace the batteries -- a 10 minute task. In a second experience, my neighbor needed to replace a broken two-way joystick switch. The repair involves removing 4 screws and one cover panel, unplugging the broken switch and plugging in the new switch. When my neighbor tried to purchase the switch from both Stannah USA in Boston and from Acme in the Western states, the answer was "We do not sell parts to consumers. We make all repairs ourselves." My neighbor is in her upper 80's, lives on Social Security, and is now house bound by the need for a $25 part which is made in England that I would gladly install for her. The real crime here is that Stannah Stairlift and Acme customers are poor, elderly, often in the final year or two of life, often have large medical bills, and are unable to shop for themselves. If you live in Canada or the USA and need a Stairlift, you will be well served to avoid Stannah and All Stannah Distributors, such as ACME, in the selection of a Stairlift. Other good Stairlift brands are available, but learn if you can buy parts for local independent repairmen to make repairs before selecting a brand. Written April 2012. read more

We thought we needed to install a home elevator because of a medical issue that had suddenly come up. Scott, the representative of Acme came over within a day, provided knowledgeable and professional advice. Ordering the elevator gave us an immediate sense of freedom and independence. As it turned out, the physical therapist who came over convinced us that this medical issue would probably be resolved shortly and our needs probably would not be helped by using the elevator. The company cancelled our order without cost. But were another issue to come up we would turn back to this company immediately. It gives us the freedom to know that in the future we will not face the prospect of moving elsewhere just because of the problem of the staircase. read more

We completed everything for an install and were told 12-14 weeks. Considering we were having people visit who needed to use the elevator we hoped it would be earlier. 14 weeks and our event came and went. Now we are being told up to 20 weeks with no specific date. In addition they make you sign a contract where we get penalized if we are late but they don't. Would recommend not signing a contract with them, without a reciprocal penalty clause. Or find someone who adheres to their commitments. read more

Acme is non-responsive, and very difficult to work with. They have not finished putting in our elevator, they don't return calls and emails from our contractor, and they do not communicate well. Their employees leave the jobsite without telling anyone when they'll be back. Their scheduling department won't let our contractor know when their employees will be coming next. Our new elevator is basically installed, but we have been waiting 6 weeks for them to schedule an inspection to get it approved.. read more

I called Acme to ask about removing the stairlift so I could remove the ancient carpeting. They said that under no circumstances was I to allow the carpet installers to disconnect anything, so they just cut around the supports and left it that way. I called Acme again today, (they never called me back as promised) and got a very different story which included a price of well over $1,000 to unscrew the supports, remove a 4" square of carpet under them, and screw them back in. She claimed it was 7 hours of labor to perform this task... triple the amount of time it took to install the damn thing years ago. Now I know why they didn't want the carpet guys to do it for free. Jean, the service manager who didn't want to take my call on Monday (when the installers were still in my home), said she was not responsible for any misinformation given to me by her receptionist. Calling a handyman instead. read more

Fast sales, slow installation, repairs should have been covered at no cost but repairs for one hour labor and service fee was $339 and the chair still not operate correctly. read more

Would have been 5 stars but has a problem in the beginning. Stair life was ordered and date set for install. On the date of the install I got a call saying the rails arrived broken and needed to be reordered. Never received a call with a new date. Out of frustration, I emailed the salesman and never got a response. Finally called the company and received a call from Wayne who actually was responsive and promised a follow up. He did call the next day with a rough date of install. Finally arrived for the install and that's when things really went well. Gentleman name Anthony came and was not only personable and professional, but went out of his way to explain everything he was going to do. He was so clean and neat and did not even leave as much as a dust mark anywhere! He took me through all the controls and do's and don'ts so I felt very comfortable in having my 95 year old dad come for a visit! If I were the Acme owner I would make sure that Anthony is paid so well he would never go anywhere else. He is a 5 star pro! read more

The customer service is terrible. They act like they are doing you such a big favor and are full of excuses as to why they cannot work on your equipment. Please try to find another company to do your work. read more

Terrible customer service. I have paid over $500 for a two year service contract but they will not come service my stairlift because I have had carpet replaced since it was installed. I had scheduled them to come take the stairlift off while the carpet was laid, but they never showed up (even though it had been scheduled 3 weeks in advance). Now I can't get anyone to come service the stairlift or even call me back on what I can do about problems we are having. They seem to be the only ones in the area to handle Stannah chairs. I would never go through this company again. read more

Installed it for the agreed upon price. Showed up and completed work on time and followed up with calls to make sure all was well. Would definitely use them again read more

We had a wonderful experience with Acme. We needed a chair lift installed and Acme was able to make it happen quickly and professionally. We met with Zachary, he was professional, great at explaining the product and how it would be installed. He also met with me on short notice and squeezed me into his schedule a day earlier than planned. I was impressed with his knowledge of the product line and how the chair lift was going to be installed. He was able to give us many options and helped us pick the best one for our situation. Then Kelly came out to install the chair lifts since we ended up purchasing two. He was kind, efficient with his time and extremely professional. He also stayed late to make sure both chair lifts were installed the same day. Kelly personally followed up with me to make sure everything was working properly and we believe everyone involved with this project went above and beyond the call of duty. I would highly recommend Acme in Benicia to anyone in need of a chair lift system. read more

Just had Acme install a curved stair chair lift and all went very nicely. From Tim who initially came out a couple of months ago, to the installers, to Kasey in the office when I had a warranty clarification question. All were professional, kind and considerate, and all handled any bump in the road promptly and to my complete satisfaction. Recommend Acme highly. read more

Failed to show up for an appointment to quote on home elevator purchase and installation. No call or email from them to cancel or reschedule. read more

We recently had a stairlift installed in our home that has a curved stairs. Tim Hickson came and explained everything about the product and service. He was knowledgeable and very courteous. There was no pressure to buy as we were looking at the product for future use. A few months later we did install the chair lift. Tim did tell us that it takes 6 weeks to manufacture the lift. We ordered the chair 51/2 weeks before we needed it. Tim tried to expedite the order but it took a full six weeks. The only negative is when we tried to find out where the order was at 5 weeks he was unable to secure that information. Then we finally get a call from the manager that the order came in on Friday but he was off Friday and Monday and it is now Tuesday and they would install it the next day. So I can not give them 5 stars do to the follow through with communication. The product works great and the initial sales person Tim was fantastic. The people who did the install were also great. read more