Complaints

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• Initial Complaint

  Date:28/12/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  PVE Elevator installed Dec 11 to 15. Damage that the installers knew about not reported to me as the customer. I discovered it after they left. The gouge is on a very prominent finished part of the elevator and significantly impacts the aesthetic of the unit which costs almost 90,000 dollars. The installers should have told me about but instead they attempted to cover it up with touch up paint that made the aesthetic look even worse- I informed Lance ******** and he said he would look into it. I never heard back from him and then two days later I got an email from Alex his “project manager” This is the body of the email : “ Hi Kevin. We have hired a company to come and re-paint the panel that is scratched . They have your number and will call you to confirm a date ( Dec 27 -29 ) when they will come by to take a sample of the color they need to match. Work Is scheduled to be performed on January 5th, 10 am start. If anything changes, I will let you know . Thanks. Alex ****** Project Coordinator * ************ * **************************” There was never any discussion about options - and they decided on their own to tell me what the plan was with dates etc - no mention of sending anyone for an assessment. When I pushed for better options they hung up on me - I did say that I am holding back the final payment until this is resolved - They are searching for the cheapest repair possible after trying to **** the damage and treating the customer like he is a “problem” and is being “unreasonable” for being angry.
  

  Business Response

  Date: 08/01/2024

  Hybrid Elevator Inc. is a family owned and operated business that takes pride in installing top quality accessibility products. We strive to be fair, and equitable in all our dealings to ensure client satisfaction.

  We recognize that a residential elevator is a substantial investment and always take care to provide a smooth installation and customer service experience. Unfortunately during the installation process, a painted part was scratched. While we completely understand ************************ frustration with the scratch that occurred during his elevator installation, his communications with our company have been completely inappropriate and disrespectful.

  As soon as Hybrid Elevator **** was notified about the scratch, we presented several options to rectify the issue. Option 1. Hire a professional on-site powder coat repair specialist to assess and re-paint the scratched part (this was also the recommendation from the manufacturer of the product). Option 2. Install a custom cover plate. Option 3. Explore alternate options to find a mutually agreeable solution.
  

  Despite our efforts to rectify the issue promptly, ********************* was irate and verbally abusive towards our staff.  In spite of our attempts to calm him down, ********************* continued to become increasingly *********** and began *********** legal action and questioning the intent and ethics of our company.

  After several inappropriate and ********** phone calls to our administrator, I spoke with ********************** on the phone personally and iterated that we would like to work together to find a mutually agreeable solution, as long as we could maintain respectful communication. ********************** continued to be ***********, so I asked him not to call back unless he was able to communicate respectfully.

  This final phone call occurred on Friday Dec. 22nd,the day before our office closed for the holidays. Over the holidays, ********************* repeatedly called and texted several of our staff members including on Christmas eve, and Christmas night until 2 AM. Finally, a police report was filed with the *************** and a cease-and-desist message was sent to **********************

  I plan to reach out to ********************** today and offer one final chance to communicate respectfully in the hopes of resolving the issue. However,if he is not able to communicate respectfully, we will maintain our request for ********************** to cease and desist all communications with our company.

  Sincerely,

  Jade D**********
  General Manager
  Hybrid Elevator ****

  Customer Answer

  Date: 09/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The explanation from Hybrid is inaccurate and does not reflect what actually happened.

  First - the scratch

  is not a scratch it is a large ***** out of a portion of the visual final finish that is very visible.

  Stephan and his installation team knew about this defect and DID NOT report it - on top of that he attempted to ***** ** ** so I wouldnt notice until most likely final payment was made.

  If they had just been HONEST and reported to me right away this whole thing could have been avoided most likely.

  Instead after I report to Lance - see picture of text - he said he would respond- which he never did - DAYS later I received the email from Alex-

  in this email Alex did not offer any explanation or apology- he also was very unclear on the companys intentions- not once did they present powder coating as a possibility- they referenced color match - thats all-not even factory supplied coating.

  They also set dates for their repair of there own choice without consulting with me.

  The communication with the company did not start out poorly- it was only when THEY hung up on me because I was questioning their approach to this matter that I got upset.

  In the end my being very upset is A NORMAL response to being gaslighted by Hybrid who initially attempted to ***** ** their mistake.

  The cost of a real repair of the if  powder coating doesnt work - could be up to 1/3 the cost of the entire 80,000 plus dollar elevator as the section would have to be replaced.

  I have been in contact with PVE - who manufactured the elevator and I am willing to allow Hybrid to attempt a repair with filling and sanding and powder coating the entire section - if it meets factory standard I will release the final payment - I would also like a confirmation on the missing top cap on top of the elevator that Stephan said to us was ordered because it was missing.

  Hybrid is making this out to be a case of them doing everything they could to resolve this situation which is just not true and is not backed up with the facts.

  Of course I was extremely upset by their actions and attitude towards me - I responded in kind as they were the ones who cut off communication without listening to all the facts - 

  it was only in retrospect they are saying they presented the powder coat option - this was not even discussed - the email from Alex above is proof of that - 

  Hybrid attempted to hide this damage - they then tried to do less than a factory finish repair on a ****** dollar elevator- they then tried to ***** me by saying they werent going to discuss the circumstances surrounding what happened and they presented options that were not adequate.

  They then are crying foul because the customer got very upset.

  At no point have they acted in good faith and this recent option of a professional powder coat company was NEVER mentioned.

  As mentioned I will accept HYBRIDS attempted repair but only if the result is a factory finish.

  And further I do expect an apology from hybrid for their initial ***** ** of this damage and then their ********** **** on the response to me which is completely inaccurate.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/01/2024

  Hybrid Elevator **** has gone above and beyond to resolve this issue amicably with **********************. ************************** behavior continues to be concerning as his communications are inflammatory, ********** and inappropriate. I have attached files showing the call history between ********************** and an employee of Hybrid on December 26th, 2023 starting at 1:03 AM. I have also attached sample text messages from ********************** to our employee showing his ******* behavior. These files represent a small portion of the communications with **********************.

  As previously stated, a police report has been filed for ********** with the ***************. A formal cease and desist letter will to be sent to ********************** from our legal representation.

  It is unfortunate that this situation has escalated unnecessarily to this extent. We have exhausted all options to resolve this issue amicably and must cease any further communication with **********************. Any further correspondence will be between our respective legal representation.
  

  Sincerely,

  Jade D************

  General Manager

  Hybrid Elevator ****

  Customer Answer

  Date: 09/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have said in my previous communication that I would accept the attempt to properly repaint to factory standard-

  The **** officer did not say I did anything illegal and after that conversation I have only communicated respectfully-and he stated the matter was closed.

  i detailed my position in the last response and stated I think an apology for the initial ***** ** of the damage was warranted.

  again - I stated I WOULD accept the attempt to repair -

  it appears now that Hybrid is trying to get out of said repair.

  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/01/2024

  To clarify,

  An acceptable repair would be a professional powder coat of the entire affected piece of the elevator after the gouge is filled using at least automotive level filling and sanding -Surface prep and final finish should match the factory finish and be unnoticeable compared to the rest of the elevators finish.

  kindly 

  *************************;