Pollock Lifts Reviews 

After a spell of illness it became apparent that my mum would benefit from the assistance of a stairlift. We contacted Pollock lifts for advice and within a few weeks the stair lift was installed.

As my mum had been shielding for the past twelve months I was concerned but I shouldn’t have worried as everyone i dealt with in Pollock Lifts made the process smooth and safe.

Everyone was so helpful and followed all current COVID rules. The young man who fitted the lift was amazing, professional and friendly. It is the best money we have spent. It has given us peace off mind and made my mums life much easier and enabled her to remain in her own home.

We would wholeheartedly recommend Pollock Lifts.

It was a pleasure to do business with such a professional and efficient company.

Royston Jones

From our initial enquiry, Pollock lifts have been informative, supportive, honest and professional. They have communicated with us regularly and have provided exceptional customer suppoert. Despite the problems of installing the lift in an 18th. century property with "wonky" walls, the installing engineers went above and beyond to ensure that the lift functioned correctly.
Exemplary customer service, a rare find.

The staff at pollock were very friendly and helpful when we were ordering a lift for my mum and they only took 2 days to install. This has made a huge difference for Mum to be able to keep her independence and stay in her own house. Thanks again

I have lost all confidence in my Pollock Lift, I had it installed for my late mother who only used it for a month before being taken into long-term care.
I live in a very large house and the lift has its own lobby on the ground floor which ascends to the far end of first floor landing so its totally unobtrusive and therefore I've not bothered having it removed.
Once a week I will send the lift up and down and over the past three years it's failed 5 times, each time the lift message centre says the following "Lift Stopped Stop Button Pressed" the lift is totally dead for 48 hours and then as if nothing had happened it returns to normal, I wouldn't dare have anyone ride in it because if this had happened with someone inside I'd have had to call the fire service to free them.
Now apparently this is a circuit board fault but as far as I'm concerned it's a design fault and were my mother still alive I'd have definitely had it it taken out and replaced with a more reliable product because Pollock's aftercare is non existent, this is a fault that should never have been able to happen in the first place.

Here's an update, it's Monday 26th April 2021 and I've just had the very nice engineers out from Pinnacle (who service Pollock Lifts) after two hours of investigation they have come to the conclusion that the main circuit board on the lift is at fault causing the entire thing to totally shut down without warning, they're ordering a new circuit board and as a extra precaution they are also ordering the loom that links the board to the in car buttons.
For such vital components to have failed when the lift is only 3 years old and had so little usage is totally disgraceful, thank God nobody became trapped! Obviously the lift is out of warranty so I'll be bearing the cost of these components myself but if you are planning on having a lift installed and you are paying for it with you're own money I'd definitely look elsewhere, this isn't a quality product and the materials used for the lift car are of the lowest possible quality so I can only assume these appalling standards also apply to the electronics controlling the lift, thank God I don't need to use it and with the benefit of hindsight I wish I'd bought someone else's lift please don't make the same mistake.

Further Update it's the 6th May and I've just had a response from Pollock Lifts, with the implication the problem is due to a lack of maintenance! Well Pollock Lifts for your information my lift has been serviced and an engineer has had to be called on several occasions, now because I don't personally use the lift I don't consider a breakdown an emergency and I'll wait for an engineer to come at his convenience. The trouble is because the fault is circuit board based it rights itself by the time he arrives and so he can't find what has caused the fault.
My lift has had this fault from new and it's a serious design flaw that results in a total stoppage of the lift, the lift it's totally unresponsive to any command from either the internal or external remote controls buttons because the circuit board thinks someone is physically pressing and holding the emergency stop button, it happens without warning during any part of the lifts travel and can last for 48 hours.

The service was absolutely fantastic. My grandmother had her lift installed and she said it was stress free and so professionally done. We would definitely recommend this business.

Very happy with our Lift, my wife needed a way to get upstairs and we did not like stairlifts, this seemed the best option, very well made and manufactured in the UK, made a big difference to our lives. Very helpful and friendly staff thanks everyone.

It does say something about a company if 66% of there reviews on this website are bad...
Our first Pollock lift was fitted around 2010, arranged by the council so we had no choice as to which product to use .Would never have chosen Pollock ourselves. This lift broke down countless times and every time delays in getting it fixed so after 2 years and at breaking point informed Pollock that we will report them to the Office of fair trading. Following this, the lift was replaced with a new one and although slightly better still broke on a regular basis and every time had to wait for a good number of days/weeks for it to be fixed.
Following is an account of the last breakdown:(bearing in mind that we have a service contract in place).
-Lift door doesn't want to shut so phoned Pollock Midlands office on 4th of Jan 2021 (AM) to report breakdown. Sub contracted engineer came out ( on the 4th)and disconnected door hinge so door can be shut manually in the interim as they have to order a new part.Now we had a half broken lift and never heard from Pollock again.
-Tue 23 Feb 2021: Door doesn't want to function at all . Phoned Pollock head office to ask when the repair would be done as we're in a desperate situation; our daughter (young adult who has complex needs, is quadriplegic and has no independent mobility) has to be dragged up and down stairs on bath seat which is dangerous and unsafe.Office said they would send someone out.
-Wed 24th 21: Phoned again and spoke to J.as no engineer yet? Apologised and said part will be ordered and possibly fitted on Thurs.
-Thurs 25th 21 no engineer?
--Fri 26th 21: Phoned again as no engineer yet. Spoke to person in spares dept who said he cant find any order on our name.
Went through whole weekend with broken lift.
-Mon 1st March phoned office again who said that engineer could only fit us in on Tue morning.
-Tue 2nd March 21 (AM)sub-contract engineer arrived and said he was sent wrong part? He phoned Pollock to order correct part.He also said that Pollock engineers carry all spares with them so they would be able to fix the lift on the day of visit in majority of cases. Then had phone call Tues PM from J to say this time Pollock engineer will be with us at 9am on Wed morning. He did arrive and fixed the lift (8 days after it broke)so the one star I gave was actually for him.
Wrote a letter to the Managing Director to inform how deeply unhappy we were with the service but this was a total waist of time. His response: They were not aware of the breakdown in Jan and he believes the lift is repaired now. Sugested we speak to J in future if we have a problem but then again she wasn't helpful either.
I do not know where to go to report this company as Office of Fair trading doesn't exist anymore. Possibly citizens advice? To be honest I don't have the time nor the energy to look into this on top of providing 24/7 care.
To summerise;
I don't think anything will improve unless there is first of all a change in company ethos where an understanding and realisation takes place that this lift is as important in maintaining a persons life as is the other medical equipment we have. Saying that, after 12 years with this struggle, I have little hope for this to happen...
Secondly to send out a Pollock engineer right from the start who apparently carry all spares with them, and not waste our time with sub-contractors.
My advice to the company: Please put a large warning on the front page of you're website to say that if anyone is totally dependent on a lift, then Pollock is not the right choice for you.
To those of you who are looking into buying a lift please choose carefully. Again if you are totally dependent on a lift, Pollock will not meet your needs. For the few who had a good experience and are new to this situation, I'm really glad for you and hope from the bottom of my heart that it lasts.
And for those like me trapped in a horrible situation and with our backs against a wall, I hope that somewhere, somehow there will be a solution one day.

Very poor attitude from pollock lifts..lift has broken after less than 48 hours of being installed. My parents contacted Pollok lifts to be told they weren't on their system therefor there was nothing more they can do..even after explaining my dads disability and need for lift I was told i would need to wait till after the weekend..luckily for my dad we found a service number and amazingly my dad was on their system..the person was very helpful and engineer arrived within 4 hours..

Thanks to Pollock lifts, my father law is able to stay in his own home.
Brilliant service from the start to the finish.
Many thanks
Jenny and the White family

The guys were clean and tidy, we are very pleased with the lift and the service provided for my parents, it really has made such a difference - thank you!

Had a lift installed 3 years ago by them and from the second day the problems had already started, Unfortunately every time it rains the lift doesn’t work and the process of repairs take ages.
In the past I have been stuck in the lift outside in the cold and rain waiting 6 hours for pollock to turn up to release me, Also they often can’t attend until it’s dark and then they say they can’t work in the dark.
If you are looking for a lift, I would avoid pollock like the plague!

Few months on and still no call regarding a missing part they keep telling me it'll be here in 2 weeks. Since June! Avoid this company. What a huge waste of money.

Had a lift installed approx 4-5 years now, have had problems since the 2nd day it was installed.
Lift as usual stopped working a few months ago. As usual lift services come out ordered parts which never arrive . Lift has now been stuck for 3 days so my 16 year old daughter has to sleep in the living room as she can't get to bed. Told my warranty now has run out and nothing can be done. Even though I'm still waiting for parts from the previous countless visits!
Anyone considering spending their own money on this company please seriously consider another .

My daugher has enough struggles in life without the loss of dignity

Such a ridiculous customer service ever.. Even the receptionist speaking too rude and waiting for a week to tell the right department to contact me back. If I want to pay the money is option to speak to them otherwise thats immpossible to speak to those people..

Fitting of Pollock lift took many days of coming and going over several months. Original order Details through Companion was not followed. Compliments to the guys who prepared the apperture - one and a half days. Engineers when they arrived were polite and efficient. On erecting the lift they found that one of the main parts was the wrong size and had to be re-ordered! Also for some reason the Engineers had been told that we didn’t want bars inside and on checking, found out this was untrue. So more weeks over the Christmas period for the job to be corrected. We ordered the lift on 13th October 2019 and completed with Invoice dated 30th January 30th 2020. We had already had to call for an Engineer to correct a problem a few months ago which was done efficiently.
As I write this today I am awaiting a call/visit from an Engineer to correct another problem. This latest problem was relayed to Companion a week ago Tuesday - 10 days ago - they were in touch with Pollick and I received a call yesterday to say they had an Engineer in the area and he would call in the afternoon. It’s now 24 hours later and no sign of an Engineer! Another weekend, unless he turns up, without a lift to use!
Sadly, although the lift itself is a great piece of kit, the after care is disappointing to say the least and there were many problems to overcome whilst it was being fitted. I can only hope that the latest problem is sorted without delay!

Pollock have what has to be the worst out of hours emergency call out system ever. I rang them at 4.16pm to let them know my through floor lift wasn't working and I needed an engineer to come out and fix it. The lady on the phone said I should receive a call from an engineer within the next 4 hours and she would mark the job as urgent. 7.40pm came and I still hadn't heard a word. I called back as I hadn't had to wait the full 4 hours in the past and I wanted to make sure that my original call hadn't been overlooked. I got told that an engineer had accepted the job and I should hear from him but a reminder would be sent. 8.45pm and I'm still waiting. 9.30pm the same. I have had to go to the local hospital to use the toilet as I couldn't get up the stairs and have had to miss my medication as that is kept upstairs. It is now 11.11pm as I write this and I still haven't heard a word. They are the most unreliable company I have come across and shouldn't be allowed to have anything to do with disability aids. They are getting contracts off councils purely because they offer a 5 year warranty and the council can save on costs. The lifts are forever breaking down with one problem after another. Anyone thinking about paying privately for a lift to be installed in their home should realistically think about spending the money on a Lego kit and building their own as it would be money better spent.

Salesman visited and provided a written quote and despite my asking him if there would be any further charges he said no and there were no mention of this on the quote and I paid a deposit of over £3,000. It was also confirmed by their surveyor a few days later that the price quoted was all in with no extras. Have now received a letter demanding a further £1000 for extras before they will proceed with my order. Have told them to cancel the order if they aren't going to honour the original price. I will be contacting my credit card company and placing the transaction in dispute.

MY EXPERIENCE WITH POLLOCK LIFTS

The sales man from Pollock Lifts came to my home on August 4th and I ordered a through-floor lift with him on that date. I was told by the salesman that delivery would be about 6 weeks from the date of order to allow for manufacture.

Then a week or so later a surveyor made an appointment to come around to take final measurements and answer any technical questions I might have.

I heard nothing from Pollock, so I telephoned them about 6 weeks after I placed the order. They told me fitting would be sometime during the week beginning 14th October. About two weeks later I recieved a letter from Pollock telling me this. I then received a phone call from a local building company on October 9th saying they would be round to look at my lift the following day. I explained that the lift hadn't actually been fitted yet, in fact it wasn't due to be fitted until the following week and I had no knowledge that a local builder would be involved. He was somewhat confused as he was expecting some kind of repair to an existing lift installation. I assume they got in contact with Pollock as bright and early the next morning (Thursday) a carpenter and an electrician turned up at my house.

Pollock told us, and it states on their web site, that the lift would be installed in 1 – 2 days. The tradesmen laughed at this saying their part of the job would take at least that and fitting the lift could not even be started until after that had been done. So 2 days is not possible. Pollock don't tell you that the preparation work is not included in the 2 days they state.

Their first problem was the fact that they each had different measurements for the hole in the ceiling/floor that they had to cut (not a reassuring start). After a phone call to Pollock they got that sorted and proceeded to cut the hole.

The next problem was with the electrics. The electrician said he needed to run a dedicated wire from the consumer unit (which is downstairs in the utility room) up to the lift (which would be upstairs, at the other end of the house). This wire would need to be in trunking. That would have meant trunking running up the wall in the utility room, up the wall in one bedroom to the loft and then down the wall in the room where the lift was to be fitted - even though he saw nothing wrong with running a spur. I have two issues with this: 1/ the surveyor lead me to believe the electricity for the lift would be supplied by simply running a spur off the socket that was in the wall less than a meter away from where the lift was to be fitted. 2/ It's a new house so I really didn't want ugly trunking stuck on the walls. If I had known that I wouldn't have placed the order. I had to email Pollock to say I understood the reasoning behind needing a spur, and I accepted the consequences of not using one (a fault with the lift would trip the whole ring main, so every socket in the house would be inactive until the system was reset). No dedicated circuit was fitted; they ran a spur.

Both of the tradesmen went home early on the first day as they needed a plumber to move 2 central heating pipes and a plumber was not available.

Then the electrician said he would not be available until lunch time on the second day (Friday) because his company had booked him on a job 30 miles away. He said he would return to my house for the afternoon on the second day. The carpenter phoned him (on the second day) to find out what time he would be arriving as he had got as far as he could until the next stage of electrical work had been done, only to be told that the job he was on had turned out to be more involved than expected and would therefore take longer to do, so he was unable to make it at all that day. The carpenter explained that he was unable to continue, so the electrician asked him if he (the carpenter) would complete the electrical work if he (the electrician) explained exactly what to do. We were not happy with this. I am sure the carpenter is able to do it but the electrical work should be completed by an electrician just as the woodwork should be completed by a carpenter. So the carpenter and plumber went home early as they couldn't move on to the next part of the job.

This left our spare bedroom in an unusable state for the weekend, in fact the carpenter asked us not to enter the room as it could have been unsafe (whole in the floor). On reflection it is a good thing it was the spare room and not our main bedroom.

Bright and early on day 3 (Monday) the carpenter and electrician arrived, finished their respective jobs in a couple of hours and left. At lunch time the lift installers arrived with the lift and started their part in the process. I pointed out some damage to the ceiling that had been done by the carpenter and told him the carpenter had said the installers would rectify it. The installer phoned his head office to arrange for their plasterer to come round, and was told they were not responsible for the damage, it was up to the contractor to repair it. I said that I didn't mind who repaired it, but I would not be paying the remainder of the bill until the repair had been carried out.

Again it was bright and early on day 4 (Tuesday) when the installers arrived, they put in a full day's work and almost completed their task.

Day 5 (Wednesday) started at 8:30. The installer told me that some switches that should have arrived the day before had not materialised, so they would be unable to complete the installation. They did what they could and left at around 10:30 – 11.00 after apologising profusely, saying it really wasn't their fault, and they could/would have finished if the switches had arrived. Maybe head office shouldn't have let them start a job if they couldn't supply them with the parts they would need to finish it?

This left me with a lift (that is inoperable) that was taking up a large chunk of my dining room with no idea when it would be finished. This 2 day job had already taken 7 day's (if you include the weekend). If the lift did come up into our main bedroom we would have been on the sofa for seven nights, something to think about if you are contemplating having a lift fitted.

At the time of writing (end of day 5):
My lift is in pieces and inoperable
I have no idea when the lift will be finished/operable
The damage to my ceiling has not been repaired
Pollock is still arguing with their contractors about who will repair my ceiling and when

I spoke to the local building company (contractors) on day 7 (Friday), they had arranged for a decorator to come around and repair the ceiling on Monday (day 8, not counting 2 weekends).
I then phoned Pollock to inform them and ask about the switches, the woman that deals with that kind of thing was not in that day, the customer service women would pass the message on, on Monday when she returns. She would then be able to update me about the switches.

Day 8 (Monday) arrived, so did the decorator. The decorator was polite and efficient, after a couple of hours she could do no more, she had applied filler where necassary but couldn't continue until the filler dried.

The decorator arrived when arranged (day 9, Tuesday) and found that another skim of filler would be needed to complete an invisable repair. This meant she could not paint the ceiling until the following day (day 10). Pollock told me the switches would arrive with me before 10 o'clock.

the following morning (day 10) and an engineer would be with me around the same time to fit them and finish the lift. The engineer arrived on time but the switches didn't, they should have been on the pre 10 van, buthad somehow been loaded onto an ordinary delivery van. They didn't arrive until 5.30 in the evening. The engineer had waited as long as he could but left just before lunch.

On Thursday (day 10) the engineer arrived and fitted the switches, demonstrated everthing and left. I recieved a phone call from the decorator saying she was stuck in traffic
(caused by an accident), the road was closed and she hadn't moved for an hour. She appologised, but she would not be able to make it to my house that afternoon, as planned, and she was fully booked the following day.
We arranged for her to come round and finnish off on Saturday even though that was her day off.

Day 13 (Saturday) she came to my house and finished up.

So from start to finish the lift installation took 17 day's if you include weekends, or 14 if you don't.

Four day's later and the display module is faulty, so I will need to arrange a day for an engineer to come around and repair or replace that (the display shows "going down" all the time. The lift was working as it should but the whole idea of the display is, when/if the lift fails the display will show what the problem is. If the display is not working it can not show what the fault is, no matter what is happening the display says "going down"). Yet another day stuck indoors waiting for the lift.

Well, the engineer (not Pollock, their contractor) came around and reset the lift. When he left the lift was working as it should. I used the lift to go upstairs that evening and when I got upstairs the display said "going up", not "fully up" or "door open" as it should have, just "going up". So the engineer had to come out again and reset the electrics again. This time it appeared to work fine.

On 11/11/19 I had more electrical problems, basically the lift stopped between floors, so I was stuck inside while we sorted out the emergency lowering procedure, the buttons were no-longer back lit and the lift didn't respond when they were pressed. There is a whole story to go with this but I have used up my character allowance here on trustpilot so I will leave you guessing the outcome :(