Business Profile

Elevator Service

Otis Elevator Company

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Elevator Service.

Complaints

This profile includes complaints for Otis Elevator Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

45 total complaints in the last 3 years.
15 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/09/2025
Type:Customer Service Issues
Status:
ResolvedMore 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.
Customer Number: ******** Almost absolute absence of service (or response) as promised by the contract, despite numerous attempts to contact the business. The "Absolute Worst" service of ANY National Business I have encountered in decades. The Otis national office responds but even they appear unable to have the ****** **** office do their job.
Business Response
Date: 04/18/2025
Hello,

This message has been acknowledged and escalated to the team and the current account representative has reached out to the customer to work through resolving his concerns. The first recent communication was sent to the local team by Otisline (our national dispatching center) on 4/8/25, then this message was filed 4/9/25. The account representative believes any previous communications may have going to a previous account representative who is no longer with the company, causing a delay in response.

Thank you for bringing this to our attention and we are always happy to assist!
Kind regards,
Otis Customer Care
Customer Answer
Date: 04/21/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, pending actual resolution of the issue of service and service agreement.

Sincerely,

**** ****
Initial Complaint
Date:03/21/2025
Type:Billing 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.
I just received another past due balance - late fee invoice from Otis on a property I sold in 2020 (copy attached). I have responded to these threats over and over showing that the property sold (and has subsequently sold again) and they need to contact the owner.
Business Response
Date: 04/04/2025
Hello,

We thank you for taking the time to reach out regarding your concerns. We have reached out to the local team on 3/21, including upper management, on your behalf. We will follow up with them and provide an update here as soon as possible. We thank you for your patience during this time.

Otis Customer Care
Initial Complaint
Date:02/21/2025
Type:Billing 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.
I am a small business owner- a dentist and I used to be a tenant at **** ****** *** *** ****** ******** ** ***** , till December 2023. I have not occupied the building as a tenant for over a year now. I have emailed and called OTIS Elevator company multiple times over the last year to take me off the bill and transfer the title to the current responsible party, the owner of the building. I received a email threatening sending me to collections in Jan 24, 2024. Then after I spoke with Otis. I received an email confirmation from an employee Abigail T******* on 2/7/24 saying the transfer was in process to the owner of the building. Since then there has not no response or resolution and I keep getting the bills for elevator maintenance which has now amounted to over $6000. I keep receiving bills every few months, and Otis is not resolving this issue or responding to my request to transfer out of my name. I have no choice but to complain to get this resolved asap, after a year of reaching out to them. I am attaching emails that confirm that they were in the process of transferring over the account to the owner of the building **** ******.
Business Response
Date: 03/07/2025
Hello,
Thank you for bringing these concerns to our attention. We reached out to the local Otis team on February 21, 2025, regarding this issue. We will request an update from the team and report it here for your reference.
Thank you,
Otis Customer Care - Escalation Team
Initial Complaint
Date:02/11/2025
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.
Our elevator for the building went down on September 28; after hurricane Helene; Otis elevator came and said we need a new control panel andnew cab from the damage. ******** insurance was able to cover the $240,000 in repairs. Otis required 50% down payment, which we reluctantly provided. To this state nothing has been done; communication has been minimal; we have seniors with disabilities on upper floors that areunable to use the stairwells.
Business Response
Date: 02/11/2025

Good afternoon ******,
Thank you for reaching out and bringing this to our attention. We apologize that this has been your experience.

We reached out to our local team including our Director of our **** ******* area. They have informed us that they have reached out on their end and will be onsite this Friday, 2/14/25 for the repairs.

Kind Regards,

Otis Customer Care
Customer Answer
Date: 02/15/2025

Complaint: ********

I am rejecting this response because:

Sincerely,

****** **********
Customer Answer
Date: 02/15/2025
No repairs were made yesterday. Only a rep from Otis came to tell us that we had to get a special electrician to fix something that is needed, even though the contract we signed with Otis had the entire job included. They also said that we had to install a platform for the control panel instead of placing it on a wall (which was also in the contract) so now they say the cab is on back order and the elevator will not be operational until May!
original date was later February for completion and as of today nothing has been completed. The five story building has two stairwells and the residents, including me are between 70 and 90 years old. Three of our residents have not been able to make it down stairs since September!!! This company is a complete disaster and they have lied to us and have shown no signs of any repairs even though they have our $120,000 for over 4 months with no results. We are tired, it’s getting hot in the stairwells and it’s time for Otis to get the job done as originally planned and promised. We signed a contract with them and they are now saying we need to get things done first before they can even start the process. This is by far a very bad situation for us elderly folks who have no idea what to do next.
also if anyone in the building needs an appliance such as a refrigerator, there is no way to get it delivered to their home.

Customer Answer
Date: 02/18/2025
William from Otis called me today and attempted to tell me everything was going along just fine; he said they’re still waiting on parts even though Otis manufactures the parts. On Friday, they sent a 35 year veteran of Otis technical department who basically changed the design of the control panel because it couldn’t be done the way William and his counterpart initially told us and inserted it in the contract that was signed. Why after 18 weeks did they decide to send an expert who changed the project??? He also just told me that there wasn’t much of a delay in building the platform and it’s not a big deal. Along with some what he called minor electrical work that needs to be done first. Again, nothing has been done to this date. He also claims that we are the only and first elevator repair being done post hurricane Helene and we are first on their list ! Another lie! All a bunch of lies and crooked people who have no interest in showing honesty and integrity to their customers. There are zero buildings in my zip code with a non operating elevator. We went from February completion to maybe May!!!
I have contacted my congressman about this serious issue and I will not stop
Many of my neighbors in this building will be filing complaints to our congressman shortly
Business Response
Date: 02/18/2025

Good evening ******,
The feedback has been received and escalated accordingly. Otis is providing elevator updates directly to the board and coordinating with them directly on jobsite preparation. It is of our utmost importance that this elevator is modernized as soon as possible.
Kind Regards,
Otis Customer Care
Initial Complaint
Date:12/11/2024
Type:Billing 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.
Our company attempted to use Otis' repair service included in our contract agreement on 9.14.24 but the tech never showed up. However Otis billed us for the service which we immediately contacted them for to dispute. The account manager at the time acknowledged the dispute regarding the tech not showing up and requested that the service be reversed or credited from someone they cc'd on the email. That was as far as it went. We never received confirmation from any parties that the invoice was cleared. Since then we continue to receive statements plus subsequent finance charges for it being unpaid on top of it. I have reached out continuously since August attempting to connect with someone who will clear the charges and remove their fees for the service never rendered but it's met with a dead end every time. The business has not tried to resolve the matter. In this time the teams have seemingly been restructured and we received a new account manager who has also not resolved the issue. Provided on our statements there is contact information which states "for any questions concerning this statement, please contact ###-###-#### or **********************************" which after endless attempts to connect with this person, many emails and weird responses, this person is seemingly the most unreliable contact and unintelligible. This should be a simple clearing of charges for a service not provided and acknowledge by Otis and removing fees tacked on.... but this charge is still be requested while accumulating late fees.
Business Response
Date: 12/11/2024

Good Afternoon *****,

Thank you for reaching out and bringing this to our attention. We apologize that this has been your experience. We have reached out to our local office and they are already working to resolve the issue. They are in contact with our billing department and are working to remove the charges. We will provide updates here as they become available.

We greatly appreciate your patience and apologize again for any inconvenience.

Kind Regards,
Otis Customer Care

Business Response
Date: 12/12/2024

Good Afternoon *****,

We just wanted to inform you that our General Manager of the ******* Branch approved the removal of the charges yesterday and our Billing team is taking action. Please do not hesitate to reach out with any questions or concerns.

We look forward to hearing that the issue has been resolved.

Kind Regards,

Otis Customer Care
Initial Complaint
Date:12/11/2024
Type:Billing Issues
Status:
ResolvedMore 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.
Receiving calls from this business's number about an outstanding balance of $9,462. I have personally never done business with this company, as I am a single person who does not own any sort of business or anything that would require me to purchase any of their products. I have received two calls regarding this, on 11/25/24 and 12/11/24, and it's frankly incredibly frustrating to have my heart rate spike over a charge in which there is absolutely no way I would have amassed it. I have never spoken to anyone from OTIS in my life and I would like them to stop contacting me.
Business Response
Date: 01/06/2025
Good afternoon,
We have informed our accounts receivable department. At the moment we are awaiting their response on their course of action to resolve this. We will provide more information as soon as they reply.
Regards,
Otis Customer Care Team
Customer Answer
Date: 01/09/2025

Complaint: ********

I am rejecting this response because:
I am still receiving calls from this company. I DO NOT WANT TO BE CONTACTED whatsoever. I will not accept any calls from this company, because I refuse to be shoehorned into paying a debt I do not owe. I am an individual who barely makes enough to cover my portion of rent. I do not owe a random elevator company money.

Sincerely,
****** ********
Business Response
Date: 01/15/2025
Good morning,
We are happy to share that the collections department has resolved the issue.
They had tried to reach ****** ******** via phone, but had been unable to reach them so they left a voicemail.
They continued to research until they found the account that was linked to the phone number provided and they made sure the phone number was removed. They also added a note instructing to never call that number.
For any questions, feel free to reach them at *************************
Have a wonderful day!
Regards,
Otis Customer Care
Customer Answer
Date: 01/15/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ********
Initial Complaint
Date:09/20/2024
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.
Previously, we were under contract with Otis Elevator. The **** of the **** ****** fired them for a material breach of contract for failure to perform quarterly inspections that had been paid under an annual maintenance contract. The elevator malfunctioned due to lack of service. We hired another vendor, **** ********, who is our current vendor for elevator maintenance. Otis Elevator's account manager admitted that they were not servicing our elevator due to a glitch in their dispatching system. Otis Elevator hasn't serviced our elevator in years but they continue to charge annual maintenance fees and send harassing emails.
Business Response
Date: 09/23/2024
Hello,
We thank you for taking the time to reach out regarding your concerns. We have reached out to the local team, including upper management, on your behalf. We will provide an update here as soon as possible. We thank you for your patience during this time.
Otis Customer Care
Customer Answer
Date: 09/30/2024
This case has not been resolved. I am not sure why it has been closed. Please reopen it.
Initial Complaint
Date:09/17/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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.
The elevator at our facility stopped working. Because Otis is the manufacturer of the elevator, I contacted them in March 2024 to find out the problem. Since we did not have a service agreement with Otis, a quote was given on March 22nd we were required to pay $1,378.56 for a service order just to come and look at it. Therefore, we immediately hand delivered the payment on March 25, 2024. However, Otis did not come to look at it until April 15, 2024. At this time, we were told that the problem was in the software which had to be ordered. I requested a quote and on April 17, 2024, a quote was provided by email with a price of $1,980.65. We accepted the quote and once again hand delivered a check in the amount of $1,980.65 to Otis on April 19, 2024. On April 25th , I contacted Otis again because we had not heard from them concerning the software. We were informed that someone would be out the following week. Since no one came out the following week as promised, I contacted them again on May 13th and was informed that the software had not come in. On June 4th, I contacted Otis again was informed that the parts should be in the following week, and someone would be out. Another contact was made on June 17th and a tech was finally send out on the week of June 24th to install the software. This was done; however, the elevator still did not run properly. Otis was re-contacted by phone, email and yet no further response or solution has taken place. Because of the necessity of having an operable elevator in our facility, it is imperative that we get this problem resolved. Therefore, we are requesting an immediate full refund from Otis in order that we may seek assistance via other means. Our facility cannot continue to not have an inoperable elevator because of disabilities and health issues of our parishioners.
Business Response
Date: 09/20/2024
Hello,
Thank you for bringing this to our attention. We have reached out the local team with the customer's concerns on 9/17. The account manager, Kennedy C****** informed us on 9/17 that he reached out and spoke with the customer directly and provided them with an update. They are providing the customer with an additional proposal that is needed. The account manager will continue to communicate with the customer, providing updates along the way till all issues are resolved.
Please let us know if we can be of any further assistance.
Respectfully,
Otis Customer Care
Customer Answer
Date: 09/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******
Initial Complaint
Date:08/22/2024
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.
We need the service elevator fixed it’s been 3 months.. it really makes our job harder without the elevator.. they have had plenty of time to fix this problem.. **** they could have made the part by now.. money is not a issue.. we have hotels across the ****** ******.. something needs to happen fast..!!
Business Response
Date: 08/27/2024
Good afternoon,
After speaking with the local team and the general manager of this area we were able to ascertain that the building has elected to leave this elevator shut down until the modernization, as that was the quickest option for repair. The building signed a modernization contract back in February for this unit to be replaced by Otis. The team anticipates the modernization will start at the end of the year. This was done in accordance with the agreement reached by the building and Otis.
I hope this helps answer any questions.
Regards,
Otis Elevator
Customer Advocacy Team
Initial Complaint
Date:07/19/2024
Type:Billing Issues
Status:
ResolvedMore 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.
I am the Property Manager for a community for adults with delveopmental disabilities. On 07/14/2023 and 08/04/2023 we had service calls during our normal business hours-which is indicated in our contract. The tech was at the property for mere minutes to make the repairs. When we received both bills, Both had rates of 2 OT hours resulting in a substancial $1800 charge on both bills. On 08/18/2023 I wrote a certified letter to Otis Headquaters after no resolution from our local reps. Fast forward to 05/03/2024 I was finally sent "corrected" invoices taking off the OT, but instead they changed it to 2.5 HRS @ $450/HR. I again disputed this charge as I showed video proof that the techs were on the property for a few minutes. Derek N***** called my Assistant Manager and let her know he would be clearing the amounts of the hourly work and just bill the actual repair. As of today 07/19/2024 those have not been sent to us after numerous inquries. We were notified via Otis that our service is suspended until our invoices are paid. For 1 year we have been trying to pay the invoices at the actual true rate they are suppose to be at and are getting no where. Our property cannot suffer long time frames of unfixed elevators due to the demographic that lives here.
Business Response
Date: 07/30/2024
Hello,
We thank you for reaching out to us and bringing your concerns to our attention. We reached out to the local management team on 7/22/24 regarding your concerns. The account manager replied the same day.
Per the account manager there were some invoices billed awhile back at the wrong rate. After negotiations were made, the customer had paid their portion of our agreed upon amount. The account manager recently had submitted a write-off to waive the remaining open amounts on two invoices. Those were submitted at the end of May and have been processed. He has relayed all of this information to the customer directly.
Thank you,
Otis Customer Care
Customer Answer
Date: 07/31/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Otis Elevator Company is NOT a BBB Accredited Business.