UPDATE: 5/30 I spoke to Lifeway, again. While I was on hold, the representative did not have me muted. Turns out, there is in fact no ship date noted in their system, another lie. Furthermore, "the $2000 is off the table, Eric definitely won't accomodate that unless they remove the Yelp review". A lot of "I told her we need to stick to the contract" statements were made. Lifeway lacks integrity, honesty, and sensitivity to our circumstances. I don't understand how the leadership of a company (Eric) can have such blatant disregard when we are neck deep in grief.
I've been in communication with Bruno the manufacturer. I'm going to clarify whether this order was in fact placed on hold on 5/28 per our request (and verbal confirmation from our Lifeway rep Gio).
5/29 RESPONSE TO ERIC: These were the strange alternatives given during my follow up call with Lifeway today, and is a change in story after the initial conversation with Lifeway documented below.
While I understand the custom nature of this product, the manufacturer has NOT completed the product. My family member (whom the lift was purchased for, and your team was well aware) has passed away and we are heartbroken.
It's disappointing that Lifeway is choosing profit over ethics, especially when Bruno the manufacturer is in full support of the refund. Lifeway's lack of sympathy and condolences is clearly reflected in Eric's response; there is blatant disregard to the circumstances during such a tragic time in our lives.
5/29 ORIGINAL POST: At this time, I cannot in good conscience recommend this company.
A stairlift was ordered for a family member, and sadly that family member has now passed. Bruno (the manufacturer) has not completed the product. It is still in production and has several more weeks of expected construction.
I immediately notified our Lifeway representative Gio of the deceased family member. The next day, Gio called me to tell me that while he was able to pause the order, but Bruno the manufacturer was unwilling to refund the product despite not being fully made, and therefore the only 2 options would be to forfeit the $10,000 deposit in totality (and forfeit the product) or pay the additional $5,000 for a product that is no longer needed (and not yet made).
I reached out to Bruno the manufacturer directly. They were very surprised to hear this, supportive, and created an escalation case immediately.
I notified Gio that Bruno would be in touch due to the escalation case. I asked Gio at Lifeway, if Bruno was willing to complete a refund, would Lifeway honor this as well? Gio then gave me several strange alternatives, changed the initial statement and also said "hypothetically we can enforce the contract".
I hope that Lifeway, as a business, will do the right thing for the customer and not proceed to financially damage a widower in grieving... especially when funds from the initial deposit have not been fully used by the manufacturer. read more
