Diamond Elevator Inc

I need to preface my review that I have a 2004 TK Flow I Stair Lift which we purchased from a firm in Santa Cruz, Ca. Unfortunately, that dealer went out of business and for the past 6 years, I’ve been looking for someone to get our stair lift going again. Imagine my utter delight when I discovered Diamond Elevator in the Yellow Pages. We were in desperate need of service because my 88 year old Mom could not get up the stairs anymore, was at an acute rehabilitation facility, and due to come home soon. Amy, in customer service, is top notch and got us an emergency service date. I was so relieved that this company knew all about the Flow and had a lot of experience with the product although it is all but obsolete here because the unit is only sold in Europe. Scott, the owner, did the call and was fabulous in figuring out our problem. He didn’t give up when he ran into technical issues. I realize the other reviewer here was unhappy but we could not be more pleased and satisfied at the professionalism, resourcefulness, and friendly service we received. The service charge was reasonable and well worth it. I cannot recommend Diamond Elevator enough for folks who want a company that’s been around a while, know what they are doing, and will likely remain in business for sometime because Scott’s sons are in this family-​owned business.

We had these folks install a stairlift about 7 years ago, when they were called TK Access. The manufacturer is ThyssenKrupp (a Dutch firm that makes elevators). The unit is a nice one, but the downside is that it is so computerized that any little problem requires a complicated fix. After the first year warranty was over, we started paying for annual preventive maintenance, and that kept going up in price, with fewer service calls included.
Recently the unit failed again — less than a week after a regular maintenance visit! Upon calling their office, and without them offering to come out to take a look, they just «diagnosed the problem» over the phone, and said that the motherboard needs to be replaced. It would be a $ 4,000 repair job and would take two months because it has to come from the Netherlands. WHAT?! We were desperate — my elderly mother who is wheelchair-​bound depends on this stairlift on a daily basis. We were really at a loss as to what to do. They said their schedule was so full that even if we want them to come out and quote us a new unit, it would take almost a week. And they never called me back to see if we were interested in a new unit. No follow up at all. I guess they don’t want (or need) our business. I cannot believe this is how they treat their customer who has been with them for this many years.
I am very disappointed at them. I do have to say though, the service techs that come out are quite nice. It’s a family-​run business, father opened shop, the sons are the techs.