Before you call: try the quick checks

Many stops have a simple cause, like the key switch being off, the seat not swiveled back to riding position, or something touching a sensor. These checks take about five minutes:

• Stairlift Not Working? 11 Quick Troubleshooting Tips
• Bruno Stairlift Beeping or Won't Move? Check These First
• Why Is My Stairlift Charger Light Red?

Step 1: Find the brand, model and serial number

The brand name is usually printed on the seat back, the rail end or the power unit cover. The serial number is on a label attached to the lift itself, so check under or behind the seat, around the carriage that rides the rail, and on the charger near the top or bottom of the stairs. Take a clear photo of any label you find.

If you still have the owner's manual, the brand and model are on the cover, and many owners wrote the serial number on the registration page.

Step 2: Find out who installed it (if you can)

It helps to know who put the lift in, because the installer may have records of the model, the install date and past service. Look for:

• A dealer sticker on the rail, the seat or the charger.
• Paperwork: the sales receipt, warranty registration, or an inspection tag if the lift is in a commercial building.
• If the lift came with the house, ask the previous owner or the real estate agent.

For a Bruno lift, Bruno's North America service department (1-800-882-8183, from the Bruno owner's manual) can point you to an authorized Bruno dealer. Not sure whether we installed it? Call us with the address and we'll check our records.

Step 3: Gather what we'll ask for

• Your name, phone number and the address where the lift is installed (the city is enough to start).
• Brand, model and serial number, plus photos of the labels and of the lift on the stairs.
• What it's doing: beeping, flashing, a display code, a noise, or not moving at all; when it started; and whether it's on a straight or curved staircase, indoors or outdoors.

Step 4: Call or open a ticket

Call 877-392-2531 (Monday–Friday, 9–5 Eastern) or open a support ticket any time at support.ezable.com/portal/en/newticket. Our team will call you to talk it through. If we can service your lift, we'll schedule a technician visit. If we can't, we'll tell you so on that first call and point you to the right place.

Why the brand matters

Manufacturers sell parts through their authorized dealers, and Bruno's warranty requires that its lifts be installed and maintained by an authorized Bruno dealer. Michigan also requires stairlifts to be installed by a manufacturer-trained and certified technician or an elevator journeyman or contractor. That's why we ask for the brand first: it tells us whether we can get the parts and do the work properly.

Acorn stairlifts: we can replace the batteries on Acorn lifts, but we can't get Acorn parts. For any other Acorn repair or part, contact Acorn Stairlifts directly at 1-888-563-0410.

Where we provide service

Michigan's Lower Peninsula, from our locations in Traverse City and Kentwood. See Where Is EZ Able Located?

Questions we hear

My lift came with the house. Can you still look at it?

Call us with the brand, model and serial number. Whether we can service it depends on the brand and model, and we'll tell you on the first call. If we can't, we'll point you to the manufacturer or an authorized dealer.

There's no dealer sticker on my stairlift. How do I find out who installed it?

Check your paperwork and the charger first. For a Bruno lift, Bruno's service department at 1-800-882-8183 can point you to an authorized dealer. You can also call us with the address and we'll check whether it's one of ours.

Will a lift company void my warranty if they didn't install the lift?

The warranty terms come from the manufacturer. Bruno's warranty requires that installation and maintenance be done by an authorized Bruno dealer. If your lift is still under warranty, start with the dealer who sold it or the manufacturer.

Related help

• How Do I Request Stairlift or Lift Service?
• Stairlift Care: Simple Maintenance Tips
• What Are Michigan's Rules for Buying a Stairlift?
• Stairlifts in Michigan
• Help Center Index: browse all topics