Complaints

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:08/15/2024

  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.

  No response on updates for a down elevator they are supposed to repair.

  Business Response

  Date: 09/03/2024

  Regarding the elevator at Weston Park II #2; the issue with the elevator was due to vandalism of the 3rd floor hall call button. The elevator was not pulled out of service due to the vandalism.  The issue was resolved the same day that the complaint was filed, Thursday, 8/15/2024.
  
  Regarding the elevator located in the parking garage. We do not currently have that elevator under a service contract, nevertheless we summited paperwork to have it under contract. We are currently awaiting a returned signed service contract for the parking garage elevator.

• Initial Complaint

  Date:10/26/2023

  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.

  We have engaged Mowrey Elevator Co. to modernize elevators for a client at several locations. This work was scheduled to begin, in some cases, in 2018, and has not been completed to date. There have been multiple attempts to contact the company point of contact and his superior, with no response. Schedules are occasionally provided by the foreman but are never adhered to. Overall these projects are in their 5th year of construction, with no end in sight. I need a verified contact and a construction schedule that will be FOLLOWED on ALL of these projects so that we can close them out. I will upload two of the emails we have sent regarding schedule. I will try and locate the others. Unfortunately we couldn't email the VP, but we left multiple voicemails for him and on the main company line, with no callback or response.

  Business Response

  Date: 10/26/2023

  The customers contract was signed in July of 2019 with the process of submittals taking place as required by the specification. any equipment cannot be ordered without the return of approved submittals. in September of 2020 a request was sent for the return of the approved submittals so the ordering process could begin. Over the course of the next 2 years in phone conversations with the customer representative the request was again made for the return of approved submittals. Finally in May of 2022 we began ordering equipment without the return of approved submittals. Unfortunately the pandemic had come and gone, in that timeframe, which has resulted in major supply chain issues in every facet of manufacturing. The delay for some of the materials has been duly noted with the customer. Now that some of the delayed materials have arrived and a new schedule with confirmed dates is being written and submitted to customer. Please note that to this date approved submittals for 2 of the projects have yet to be received.  The two projects that were awarded in 2018 were completed in 2021. In no way does Mowrey Elevator Company feel like it has done anything out of the norm for this project to warrant a complaint to the BBB. in fact if it was not for Mowrey Elevator moving along without the return of approved submittals this project would not be as far along as it is.

  Customer Answer

  Date: 10/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20781969. We do not agree with their version of how the projects have gone to date. We are unaware of any outstanding shop drawings and the jobs were put on hold by the client due to COVID-19, hence the delays. Also, MULTIPLE calls and messages left at the main Marianna Office number and to Dan Redmond were ignored and not returned. That being said, they have provided an updated schedule on their remaining projects. Our contact with the company appears to be communicating better as well (at least this week). We find that this resolution (the updated schedule and communication) is satisfactory. Should this schedule not be upheld, or communication deteriorates again, a new complaint will have to be opened.
  
  Sincerely,
  
  Francis Constantinople