Complaints

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

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  That Elevator Guy LLC

  Cape Coral, FL 33991-1994

  
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  That Elevator Guy LLC

  PO Box 4358 North Fort Myers, FL 33918-4358

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:09/25/2023

  Type:Product 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.

  Date of Transaction: Quote 12/2/2022 Down Payment Sent 12/12/2022 Contacted and received a quote/contract to fix elevator damaged by ***************. Agreed to price and sent in signed contract for $18,934 with down payment 50% of $9,500. Lead time for repairs was 2-3 months which we agreed to. After contacting this company many time (emails and phone calls), they keep delaying. then in July, they finally came back out to verify repairs and then informed us that the pricing for the repairs parts had gone up substantially and that they would not honor our contract. Said they would be going to a show in September and maybe finding some thing there, but to look for another company to repair or replace. After the show, they said they didn't have any options. We requested return of our deposit which they agreed to but then after agreeing, sent an email stating they would be charging a $500 admiinstration fee. This wasn't in the contract and told them NO and to return our deposit along with interest for not honoring our contract and using our funds for now almost 10 months. They now won't answer emails for phone calls. Have not received the refund of deposit nor any communications as to when we can expect to see the money. I had to give another company another deposit to get on their schedule and order a new elevator.

  Business Response

  Date: 10/05/2023

  After hurricane *** we had 100's of clients, new and old, contacting us for quotes for insurance purposes and so forth. We were sending out **** proposal/contracts a day not knowing who was going to go with us so 3-4 months out seemed good.  Many people who live on the islands have raised homes and have elevators and so many were damaged, 100's of them and were are a niche industry so there are not that many companies. The signed contracts eventually started pouring in, which dramatically changed the time frame, along with shortage of help and delays in parts shipping.  That we cannot help, we did not anticipate getting so much work in such a short time.  This client has a 30 year old elevator they just don't make anymore, including the small hoistway they have.  In addition, the elevator trade show date we attended was 9/12.  On 9/13 the client informed us via email they found someone else and to cancel and return deposit.  This was done today on 10/5/23 as office help still on vacation.  Their claim is a lie and we do have their email as proof.  We did deduct $500 due to administrative fee's as every time we set foot on someone's property we have liability insurance, plus all the time we've already spent on this job.  This was not in the contract but it will be going forward, just in case.  We have not had anyone request their deposit back and did not anticipate that.  We have been a local family business for over 35 years and found you can't please everyone after a natural disaster.  Things take time, most people understand that, especially ones who have the luxury of owning a complicated home elevator system.