Complaints

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• Initial Complaint

  Date:20/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2022 i spoke with ElPro regarding quoting & installing an elevator oil cooler at our facility. Their quote was much better priced than others (11K instead of 30K). Because of the difference in price, I asked a lot of questions including: how will the machine fare being installed outside in winter? Response: "The cooler is fine outside, and it would only kick in when the temperature of oil reaches a certain temperature. And this temperature can be set by your elevator contractor or you. It's just on a thermostat." They installed the oil cooler in June 2023 - it took longer than promised but it was done on July 6, 2023. In May 2024 I noticed that the machine wouldn't start anymore so i requested a maintenance call. Had to follow up 4 times with our contact to get a technician out mid-July. Provided all sorts of logs and documents for Elpro to follow up with the manufacturers. When i followed up again in August, i was told that the unit is not under warranty anymore and they would be taking no further action. When i tried to get repairs done on the unit (with another supplier), they explained to me that the unit was never meant to be installed outside and i need a full replacement for $30K.

  Customer Answer

  Date: 20/09/2024

  Excerpt from contract: "Warranty: We warrant the materials provided and the work performed by us under this contract against defects in material and workmanship for a period of one year from the date the elevation unit is placed into service and we will make good any such deficiency by repair or replacement during normal working hours, subject only to a charge for traveling time and expenses if more than one hundred miles from our nearest **************** provided that you give us prompt notice of any defect. This warranty does not include repairs or replacement made necessary by the wear and tear of normal use, or by misuse, accidental damage or lack of proper maintenance, nor does this warranty obligate us to pay for work done by others."

  Business Response

  Date: 14/11/2024

  Lets start with why it started so long.  We only quoted to install the oil cooler.  That is it.  We installed it and left and waited for there electrician to wire to the oil cooler.  She could not get an electrician to do this job. She asked if we could send our electrician to do the job.  Which we did.  She did not pay for this.  Now for the cooler itself.  Once the oil cooler was in service it became part of the elevator and was supposed to be serviced by there current elevator provided.  They called us and said the unit wasn't working.  We sent a tech out to site to look into this.  They had numerous power outages on the building and the elevator.  This was reported in the log book.  The oil cooler had to be reset numerous times due to the power outage.  We tested the motor on the cooler and it had a blown leg in the motor which was caused from the power outages so we advised her that this is not covered under warranty.  She feels it should be.  But according to the manufacture this is not covered.  

  Customer Answer

  Date: 14/11/2024

   
  Complaint: 22311347
  
  I am rejecting this response because:

  1- To the electrician comment: ***** ***** of ElPro says in his email of June 21 2023: "Typically, we don't do this, but I guess *** (the technician) said that he would take care of it for you.  So, we have about an hour left to complete this wiring."  Since the wiring had not occured by July 6, I emailed ***** again saying: " I can arrange an electrician, but since it was part of the quote and ElPro is meant to commission it, I would prefer to go through you.  However, if it will take months I will make other arrangements." 

  2- I ordered the oil cooler in Dec 2022, it was installed in June 2023 after multiple follow ups.  Surely this lack of scheduling and follow through on ElPro's part constitutes a pattern.

  3- The warranty on parts covers the parts that the machine is made of.  The fact that the manufacturer doesn't cover "parts that don't work" is not accurate, and also not the reason i was given when i followed up with Elpro on repairs.  Elpro advised me that the manufacturer wouldn't cover the repairs because it was out of warranty TIME.  Which if ElPro had followed up in a more timely manner it wouldn't have happened.   

  I believe that since it took ElPro 6 months to install the machine and 4 months to respond to my request for service and repairs, they should be required to complete the repairs. 

  Sincerely,
  
  ********* ********-********