Pollock Lifts Omdömen 

We needed a lift for a new extension to future proof our house, it had to be a good looking and a quality product this ticked all the boxes looks great in our house very please thanks to all involved

I would not recommend purchasing a Pollock through floor lift. I purchased a through floor lift installed in February 2020. Within 2 weeks of installation the automated door and door latch stopped working leaving me unable to get into the lift or travel between floors when the latch breaks while I am in the lift. Engineer called out and "fixed" the issue. But the same fault developed again and again and again and again. I think a total of 7/8 times the same fault has occured requiring engineers to be called out.

This is clearly a manufacturing fault OR a design fault with this model of lift. It is unreasonable and dangerous to expect disabled people to have a lift only workable for 3 hours after an engineer has "fixed" the fault before it breaks again (yes this is how long the "fix" lasts). I have repeatedly complained during the past several call outs for the entire door mechanism, automation and latch parts to be replaced but they have refused to do this. Last time a senior engineer instead of replacing the parts just updated the lift software but the lift has broken with the same fault in less than 2 weeks leaving me once again without a lift.

An unreliable product with severe design and/or manufacturing flaws. Additional lack of common sense from the support team does not help - it's obvious parts or entire lift needs replacing if the same parts fail 8 times in a row and are failing more frequently in a shorter duration it means you can't repair it. I have now requested the entire lift be replaced with a new lift. If it is not a flawed product, a new lift will resolve all the issues. If a new lift fails with the same problem it confirms a substandard and flawed design and I would expect removal of the lift at Pollock's cost and a full refund on the lift and installation which will allow me to purchase a more reliable product from a more reliable vendor.

I feel strongly that, the Control Panel Buttons were badly designed, ill thought out and not fit for purpose. How anyone can expect back lighting to penetrate seemingly solid metallic button centres, which hold the aforesaid Icons, is a mystery to me!

On Page 9 of the printed Companion colour brochure I was given, there is a picture of a control panel, showing exactly what, I consider, has been needed on my lift all along. In the picture the SIX (FIVE ON MY LIFT) different coloured buttons, with Icons, are illuminated from behind – none of the pretty, dazzling coloured circles around each button, currently in my lift. I understand from the User Manual, that "The Pollock Homelift range has been designed, developed and manufactured to BS5900:2012".

The Manual continues by referring to five EC Directives, which seem to include matters of Safety...

Does anyone else have the illumination problem? I can only imagine that, in spite of the printed colour brochure, Pollock supplied a panel which was old stock and which was the subject of past customer complaints!?

I have sent numerous emails to Pollock to try to explain my problem, with no satisfactory conclusion. Maybe, because they now consider me to be a nuisance, they hope that I will go away. Either that, or the expense of supplying and fitting, up-to-date and re-designed alternatives to countless Pollock Lifts, is too daunting for them. My last two emails to Pollock over the space of two months, have yet to be answered.

I would mention, in all fairness, that, apart from the matter of the control buttons, the lift is fine. Thank you.

This Pollock lift was installed in my place at Rockwood house in November 2019 for a young boy living with cerebral palsy. And it has been from one problem to another since then. Even the engineer who was given the responsibility to install it then made the job worse as he had no complete tools to carry out the job and was determined to leave it incomplete due to his travelling for a night out for that weekend.
Now the lift is totally broken down and couldn’t be fixed even after much effort was given by a lift engineer who found a lot of errors in the lift including no safety measures, especially in an emergency, to allow for any trapped user to escape. Some parts were ordered from pollock and the special delivery was paid for but alas, that couldn’t happen. Their customers service is so poor that you can get hold of them on telephone only to leave a message for them to call back in which they missed some times. Imagine, I have been lifting the boy upstairs for over two weeks now and counting. I don’t understand buying a lift that cannot serve you for more than two years.

I’m very impressed with my lift .its very quiet and not at all unsightly.and such a help to me .thank you also for the men who installed it they carried out the work expertly and we’re very pleasant. Even hovered up after themselves,so thank you Sam and jack

We were very pleased with the service we received from Pollock’s. Neil came to do the feasibility test and he was very pleasant and helpful. I was speaking to Becky and Tyler who were also very helpful. Gary came to install the lift and he worked unobtrusively and was considerate of my husbands condition. Gordon came to do the final inspection and he was warm and friendly and chatted to my husband who had worked for a firm in Carrickfergus in the 70s.

We had a pollock lift fitted 12 months ago. The lift hasn't worked properly since the day it was fitted. my husband has been stuck in it 3 times in the last month. We are waiting for a engineer to come and fix it yet again. Supposed to make my husbands life easier not harder

Writing on behalf of elderly friend. Completely useless. Lift keeps breaking down and the support they give you is nil. The workers who are supposed to fix your lift are ignorant and use excuses to not fix it for you. I do not recommend Pollock Lifts. You have been warned to go elsewhere for a lift. Nothing but ignorant and lying people/workers.

I needed a lift for a tricky location in my rambling Edwardian house. After looking at several companies I settled on Pollock's as they offered a side mounted cabin which seemed perfect for my location. That's when the fun started. The lift would be sharing a lobby with the ground floor toilet! The house has four generations in residence including three young children and an energetic spaniel!! Meanwhile a new doorway would need to be cut through a 14 inch brick wall to access the lift from the main hallway. This was going to be a long way from a simple through- the - ceiling job.
Pollock's were brilliant. They came up with practical solutions for all problems. Every one involved was a delight to deal with. As for the lift itself what a great piece of kit. Smart, elegant design that looks and feels really sturdy. I could not be more satisfied. I would not hesitate to recommend Pollock's for both their products and service.

Having previously written the review below.
'For a company that provides products to a vulnerable client group, based on the experience my father had I would not recommend them to anyone …

I wanted to update potential buyers on the continued failings of Pollock lifts. Yes, they did respond to my review saying if I would like them to investigate the points raised to send an email. I sent the first email on 15th April and having not got a response I sent a 2nd email this time with a delivery receipt and read request acknowledgement just to be sure they had received it. I have confirmation it was received and read on 20th May yet still no response!
Publicly replying to a review and then ignoring the email is not the way a professional company with a social conscience manages issues especially when they are supplying products and services to a vulnerable client group. Perhaps you should try investigating the problems so that you can learn from them maybe then future customers will not have to endure the same experience. Disappointing does not even begin to express my feelings on Pollock Lifts lack of empathy and customer service.

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