Complaints

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

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Otis Elevator Company has 126 locations, listed below.

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  Otis Elevator Company

  212 W Newberry Rd Bloomfield, CT 06002-5305

• 

  Otis Elevator Company

  1908 Woodman Center Dr Kettering, OH 45420-1165

• 

  Otis Elevator Company

  341 Southport Cir Ste B Virginia Bch, VA 23452-1183

• 

  Otis Elevator Company

  101 Corporate Blvd Ste 105 West Columbia, SC 29169-4665

• 

  Otis Elevator Company

  5625 Dixie Dr Pensacola, FL 32503-2296

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:03/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 appartment building in which I live hired Otis to renovate the elevator system, change electric parts and the inside of the elevator as well. The contract predicted works to star in November 2022 but they only started in late February 2023. After dozens of complaints, the company delivered large boxes of parts that were placed in the building's garage and that have being lying there for about 2 monts. They have postponed the deadline many times and OTIS workers are not even showing up at the building anymore. Moreover, OTIS was hired to renovate both elevators, but so far they have only started the first with about 5 months of delay. As we have tried to get an answer to ********* managers for months but they simply fail to give any information or schedule, I am resorting to the parent company to see if anything could be done. It is a 10 store building and we have already payed nearly half of the value of the full contract without receiving any of the accorded deliverables. I would like your help in order to adress this issue and ask the ********* branch of OTIS to simply comply with the contract. Thank you

• Initial Complaint

  Date:03/06/2023

  Type:Order 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.

  Otis creates AUTOMATICALLY RENEWING contracts with NO NOTIFICATION of contract end or renewal. So, if you have a service contract with Otis, beware! I am a new manager at my company. I have been here a year. During that year, we were contacted by Otis sales rep that it was time to change the hydraulic fluid in our elevator. That would be a charge of $8,750 not including removal of the old fluid - so about $12,000 in all. We already pay Otis nearly $5000 a year for a service contract. So, After having another company take a look, and tell us this was not needed, we declined the service. Our billing cycle ends in March, so In January I contacted the company to respectfully decline the service to continue and they made me aware that a contract was signed in 2004 that automatically renews. They have not once reminded us of the rollover renewal - which after the initial 2 years, was every 5. So - we have been serviced by them nearly 20 years, how many managers do you think my company has been through since 2004? Several. Otis tells me they are not required to contact me about renewal. Even though it is the ethical thing to do. They want to charge me $7000 to get out of the contract. Why? They don't have equipment here - why would they need to charge me anything? Otis should let me out of this ridiculous contract - at no charge!

  Business Response

  Date: 03/06/2023

  Hello,

   

  We are in receipt of your concerns.  We will be in contact with our local team, including upper management regarding your concerns. Someone will be in touch with you soon. 

   

  Thank you,

  Otis Customer Care 

  Customer Answer

  Date: 03/13/2023

  
  Better Business Bureau:
  
  Otis will not allow us to get out of the contract at no charge until 2026. Their sales people find the time to contact us to sell us more services, but not to remind us of contract renewal - so unethical.

  They have agreed to change the type of service we receive to be a lower cost until the end of the existing contract, so we begrudgingly accept that resolution.

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

• Initial Complaint

  Date:01/24/2023

  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 do not have enough characters in this field to adequately explain the issues. I attached a write-up and the applicable invoices to properly explain the offensive situation. Thank you for your time and attention. ***

  Business Response

  Date: 01/24/2023

  This complaint has been received and attachments and email was sent to the local team to be in touch.  Customer Advocate will give status update also as we are able.

• Initial Complaint

  Date:12/21/2022

  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.

  On 12/16/21 the ******** *********** signed a contract with Otis Elevator for modernization of the elevator in our building at *** ***** **** *** ****** ** *****. Throughout the process, which was completed on August 4, 2022, Otis demonstrated poor and contradictory communication, resulting in delays and overcharges. • On 10/20/20, Otis installed a phone to bring our elevator into *** compliance. 6 months later, when we agreed to have Otis perform a modernization, that new phone was not compatible with the new control panel. Their response was to offer 2 free months of maintenance (on top of the 12 months free) to compensate for phone removal, a savings of $750 (vs. cost of $1,781.74). • No mention of an additional dedicated phone line was ever communicated to us by Otis. • No statement of work was ever provided. This should have identified the requirements for the Saratoga to replace the smoke detector and provide a dedicated phone line. • When the dedicated phone line issue was identified by the inspector, we were told that the line had to be run into the control panel; even pointing out the place where it would be terminated. Then, when the line was installed, the story changed to our only needing to have a phone line dedicated to the elevator, that the emergency phone and the fire monitoring could share a line. • Delays caused by Otis’ failure to communicate requirements resulted in two separate change orders, totaling $6,300 (an additional expense of 6.6%). This additional expense is unwarranted as the ******** *********** Association was not at fault due to Otis’ failings. • Since the modernization has been completed, we have had 11 service incidents with an average response time of 34 hours and 39 minutes. Clearly unacceptable for a building with only one elevator.

  Business Response

  Date: 12/21/2022

  Thank you for bringing this to our attention . I will advise the local team of this concern. We will be in touch in the following days. 

• Initial Complaint

  Date:12/12/2022

  Type:Order 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.

  It has now been 17 months since we have had a regular maintenance visit, although these should be every three months. We are, nonetheless, continually being billed for 'service' as well as an occasional extra 'fuel charge.' The one emergency call we had to make cost us an additional $1,291, though perhaps this would have been avoided if the regular maintenance had been done. I am increasingly concerned about the safety of our elevator. Regular email and calls have resulted in a few promises for service (none of which have happened). Recently, however, these attempts have ellicited no response.

  Business Response

  Date: 12/27/2022

  Our technician and checked with our customer on 12.22.2023 and completed maintenance.  We will have the OTIS team reach out and advise regarding fees in the coming days.

  Customer Answer

  Date: 12/27/2022

  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.

  After filing the complaint, I was contacted immediately by Otis in order to begin looking for solutions to the problems. The maintenance provided for the elevator on 12/22/22 was thorough  and completed in a respectful and friendly manner. Thank you!
  
  Sincerely,
  
  *** ********* *******

• Initial Complaint

  Date:11/11/2022

  Type:Order 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.

  To whom ever it may concern, We have Otis elevator quarter maintenance service for quite few years now. We have always been having issues with the company work and billing practices. First of they always have a 4% yearly hike on the r***s regardless or inflation or deflation. Just recently we ended up getting a invoice of $125 and the reason being inflation. My question is we end up paying 4% more than the past year due to increase and decrease in overall performance of the company. We have on several occasions otis breaching the contract. 1. They would make us pay the quarter payments but never actually have a tech for a visit as promised. I HAVE FRIENDS AND FAMILY IN THIS BUSINESS WHO USE OTIS AND THEY HAD THE SAME COMPLAIN SO I AM NOT THE ONLY ONE WHO IS BEEN FOOLED. When asked the local tech supervisor he st***d that we were never on the schedule for quarterly services, so why charge us for it and pay free money to this greedy company. 2. Secondly past month we get $125 invoice which should not been invoiced as we pay 4% per year r*** hikes anyways every year. Also it is not st***d in the contract besides 4% hike. When called the local office and the corpor*** no one respond the call. SO SINCE WE HAVE JUST PAID FOR QUARTERS WHICH THE TECH DID NOT SHOW UP WE WOULD LIKE TO GET REIMBURSED FOR THAT AS ITS A BREACH OF CONTRACT, GET OUT OF THE CONTRACT. We want to resolve this issue by getting out of the contract as this company does not stand on promises

  Business Response

  Date: 11/28/2022

  Hello,

  We have reached out to the local team on 11/11/22 regarding this concern. Will continue to work with the local team for a resolution and will post an upd*** as soon as we receive one.

  Thank you,

  Otis

  Customer Answer

  Date: 12/02/2022

  
  Complaint: ********
  
  I am rejecting this response because, the overall work output on this case is very slow. I have sent the final termination notice to Darcell T*** email who is the account manager. 
  That way Otis doesn't find a way to keep us bounded in the terms even with giving notice. Just giving the heads up to BBB.org. 
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/04/2022

  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.

  ****** ***** ** **** ******* ** *******, has 1 elevator. It has been broken since September 6 2022. This is unacceptable. They are forced to use fire doors to let disabled in. Otis figures this is ok and they can take their time. This is unacceptable. Disabled customers are forced to race around the store and get their stuff and pay to be able to get out a fire door. By Otis refusal to fix the only elevator for ******, Otis is saying that if you’re disabled you are no longer allowed to shop here. This is blatant discrimination. This is not the first time Otis has done this and won’t be the last.

  Business Response

  Date: 10/04/2022

  Good morning,  We apologize for the inconvenience this has caused.  I am forwarding this concern to the local team for timeline of these repairs . 

• Initial Complaint

  Date:07/15/2022

  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.

  On 02/24/2022 I contacted OTIS Elevator to perform the yearly CAT 1 Test and repair the issues noted in the report from the Inspection Company. I informed of the 90 deadline given to avoid lock out of our elevator. I was referred to several members of the staff before receiving communication that they would be in touch with a date to complete the work on 2/24/22. After some time i inquired and did not receive communication back until 3/25/2022 stating they were transferring me again to another member of the staff to start the process over again. That same day the new member assigned to our "account" affirmed she would be in touch later in the day with arrangements. They sent a proposal to be signed 3/28/22 which had to wait our legislative body to meet to officially approve the proposal. The proposed prices was 3X the price from the previous year. The Legislative Body signed the proposal, reluctantly, with a requirement that 100% be paid upfront. We asked for verification that the proposal covered the work that needed to be done as outlined in the Inspection Report provided. We were assured it did. On 4/14/2022 I was told they would get me date for the work to be performed by the end of the next week. I made several phone calls to numerous members of the staff and finally got a number for the General Manager. After numerous phone calls and empty promises one of Legislative Board members was able to secure a tech team for our site on 7/7/22. I contacted the Inspection Company to let them know the work was finally complete based on acknowledgement from OTIS. The follow up Inspection was performed 7/12/22. It was found that the repairs were not performed. OTIS was once again contacted numerous times about the issue. I received communication 7/13/22 that it would cost an additional $1050.00 for another service call and repairs outlined in the original Inspection Report.

  Business Response

  Date: 07/15/2022

  We wanted to reach out to you and inform you that we are in receipt of your concerns.  Your business is important to us. We will be in contact with our local team, including upper management regarding your concerns. Someone will be in touch with you soon.