Complaints

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

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  Residential Elevators, LLC

  2958 Wellington Cir #100 Tallahassee, FL 32309

  
• 

  Residential Elevators, LLC

  2910 Kerry Forest Pkwy, D4-1 Tallahassee, FL 32309-6892

  

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:01/22/2025

  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.

  I have an elevator installed by this company. I had a service issue, and the earliest they could schedule me was 3 months out. After waiting 3 months, they stood me up 3 times with no call no show. I have to drive 2 hours to meet them at this house and sit there waiting all day for them to ultimately not show up or call me. The elevator is also proprietary so they are the only ones that can work on it. It is unprofessional and frustrating to deal with this company. It is also even more frustrating that they don't tell you they are the only ones that can service it so you are locked into using them despite the awful service.

  

  Business Response

  Date: 02/04/2025

  Our Customer is in a region that was heavliy affected by Hurricanes; we fully understand the need for resources and urgency.

  Customer is correct that there was a scheduling change to the initial appointment scheduled for 1/10/2024. The subsequent appointment was scheduled for an appointment on 1/21/2025, however per account record, customer seems to not have responded to appointment confirmation calls the day prior to scheduled appointment and the day of scheduled appointment. The assigned Service Technician attempted these reach outs to the phone number provided - ************. Customer also was emailed a 24 Hour Notice, (appointment reminder), via the email address provided, ************************************** on 1/20/25. 

  At this time, we are scheduled for 2/8/2025 to complete appointment request. 

• Initial Complaint

  Date:12/04/2024

  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.

  On July 29th, 2024, I called Residential Elevators to report that the gate of my elevator would not open. Upon calling, I was informed that there was actually a recall on the motor for my elevator and that a service technician would go in to do both services at once. A month and a half later, I have still heard no update, so I call again to have them tell me they JUST received the part and I was on their “list of people to call and schedule”. My appointment was scheduled for October 19th. October 18th rolls around and my appointment is cancelled with no explanation other than the service technician has been double-booked (not sure who would have taken priority over someone who has been waiting for almost three months already). They reschedule me for December 4th. December 4th comes around and this time the service technician calls me telling me they have to cancel my appointment because they haven’t received the motor. I was told the motor had been received back in September. I was given no rescheduling date and no notice of when the service technician would supposedly receive this part. There is somebody in my household who is disabled, making a functional elevator a necessity and not a commodity.

  

  Business Response

  Date: 12/17/2024

  Customer's elevator service repair was completed on 12/4/2024; elevator was left fully functioning and working properly. Customer is aware of resolution and supplied payment due for parts used at time of the Service visit. 

• Initial Complaint

  Date:10/31/2024

  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.

  I have a residential elevator that was installed by this company in my home. The elevator is not working and I notifed them back in AUGUST as to the problem. They have yet to come and repair it. Instead, they continue to make service appointments a couple of weeks in advance and confirm the appointment the day prior. Then, on the eve of the appointment, they send an email with a cancellation and a new date for a few weeks later. They offer no explanation for the cancellation and never even call to advise or explain. We continue to take off of work in preparation for the appointment which is then cancelled with no reason given. Each time this happens I call them and they promise me that the next appointment will take place. It has yet to happen. They just now cancelled my appointment for early tomorrow morning after confirming it earlier today. This is the FIFTH time. This is unacceptable and unprofessional and I have had enough. They should be held accountable for the way that they conduct business. I need the elevator that they installed repaired. I know this is a luxury item to have in a home but we have it for a reason and need it to be operational. Thank you.

  

  Business Response

  Date: 10/31/2024

  We understand the frustration caused by the changes in appointment dates. We were able to confirm that an appointment is now scheduled for November 7, 2024, and we have informed the customer of this date. We have also provided context on the prior rescheduling, and we have conveyed to the customer that this account will remain a top priority. Our team is committed to ensuring a smooth experience as we move forward with customer, with the goal of achieving complete satisfaction.

  Customer Answer

  Date: 10/31/2024

  Yes, they called me this morning and scheduled an appointment.  They are very good at scheduling an appointment.  The problem is that they cancelled the last 5 appointments.  I would like to keep this open until they actually show up as scheduled on 11/7/24.  If they do then I will close out the complaint.  I believe that this is the proper way to handle the issue.

  Thank you.

  Customer Answer

  Date: 10/31/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22494572

  I am rejecting this response because:

  Yes, they called me this morning and scheduled an appointment.  They are very good at scheduling an appointment.  The problem is that they cancelled the last 5 appointments.  I would like to keep this open until they actually show up as scheduled on 11/7/24.  If they do then I will close out the complaint.  I believe that this is the proper way to handle the issue.

  Thank you.

  Regards,

  ***** ******

  

  Business Response

  Date: 10/31/2024

  We look forward to completing the service on confirmed date provided today, and will await our customers update regarding. 

• Initial Complaint

  Date:09/30/2024

  Type:Customer Service 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.

  Since acquiring my home in 2012, I have experienced ongoing issues with the elevator installed by the company.
  
  Service calls regularly take up to three weeks, leaving us without access to key areas of the home for extended periods. .
  
  The breakdown in service communication has been just as frustrating. Calls to your customer service line often result in long wait times, with the same response: “someone will call you back.” But that call rarely happens, and days are wasted with no follow-up. I’ve had to call repeatedly just to secure a basic appointment, and even when I do, repairs are either delayed or ineffective. For example:
  
  April 11th: A repair was performed.
  June 12th: The E-brake was malfunctioning, and the elevator remained unusable until June 21st.
  July 12th: Cables were adjusted that should have been checked in the previous visit. Then, we are told we need new cables. But they have to be ordered and there is no eta.
  August 13th: The elevator broke again while attempting to reach the third floor, resulting in more delays and frustration.
  Most recently, this past weekend. We filled out the online service request online service request, only to receive no call or email back. Then we call the 800 number, to be told we will receive a call back to schedule an appointment. No call was given to us and we received an appointment date of October 16th. I called again, because no one was courteous enough to call us. I get another operator that says we will receive a call by the end of the day. Should we all guess if I received a call? No. There’s no sense of urgency, and to get quicker in-person service, I am expected to pay a substantial fee. The last repair, which was ineffective, cost $1,080. This is unacceptable, particularly when there’s no way to expedite service unless we pay exorbitant fees.
  
  We are completely dependent on their company, which offers poor service and lengthy wait times, leaving us effectively “held hostage.”.

  

  Business Response

  Date: 09/30/2024

  Prior to the Hurricane that was prepared for, and then impacted our Office in ************ ** and Service Technicians in the field, (Wednesday 9/25 - this morning, 9/30/2024), *** ********* had been communicated with on multiple occasions in regard to scheduling timeline, job completion requirements and our understanding of his viewpoint regarding need & desire for sooner appointment dates. Provision of direct contacts for questions and needs has also been given to *** *********, and auto responses were sent so all customers would be aware of Office closure and Staff availability if they emailed or call while our Office was closed. 

  At this time our next known appointment to complete the current Service need is 10/16/2024. We also have *** ********* on our Urgent Request and Cancellation lists. We look forward to positive resolution of the known Service concern and will continue to ensure that *** ********* is aware of all related to.

   

  Thank you, 

  ******* **** ******
  Director, Customer Service
  Phone: ***** ********
  Email: ********************************
  Mailing Address: **** ***** ****** **** * ***** ************ ** *****

   

  Customer Answer

  Date: 10/01/2024

  The concern is that they are not addressing how many times they have been out to service the same problem. 

  They constantly bill for supposedly fixing the issue. Then weeks later, the same issue occurs. Another bill with the issue, including overtime/priority service billing. 

  They're blaming the storm, but not addressing that they have a limited staff. Hence, clients waiting weeks on end for service. Being held hostage because they cannot sub the work out to a local company or hire more staff to address the issues. We have a paper trail of how this company has handled requests for the last 36 months. 

  

  Business Response

  Date: 12/16/2024

   

  Hi, *****. 

   

  In response to the rejection of this complaint, *** ********* was assisted and responded to prior to and post his original BBB submission. 

   

  The elevator's last service was completed per scheduling on 10/16/2024 and there have been no reach outs to Residential Elevators for any service needs since that time.

   

  Attached is a copy of the Service Report for the service and repairs completed on 10/16/2024 which does offer suggestions to customer, based upon how the Elevator is used, (this is in harmony with the elevator being within customer's business use venue).

   

   

  Thank you, 

   

  ******* **** ****** Director, Customer Service Phone:***** ******** Email:******************************** Mailing Address:**** ***** ****** **** * ***** ************ ** *****   SEE ATTACHED

  
  

• Initial Complaint

  Date:08/20/2024

  Type:Customer Service 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.

  This company refuses to repair an installation error for an elevator they installed. I have an elevator shaft with a foot of hydraulic oil that I have been trying to get them to repair since May (3 months now). I have had a total of 6 appointments now be rescheduled without telling me. Now I am scheduled for this morning and the tech did not show up. I was scheduled last week and the tech showed up without the parts. I am in ********** and their call center is in *******. I call and wait for 45 minutes for the call center employees to have no idea what I'm talking about with no notes or history on my file. The manager is unhelpful as well as she does not know how to manage her team whatsoever. She has also rescheduled my appointment time without letting me know or confirming with me.

  

  Business Response

  Date: 09/03/2024

  I have called the telephone number within complaint- ************** - to reach ********************** and left a Voicemail today with my direct contact information. We have completed with full resolution the last appointment scheduled on 8/20/2024, and there have been no issues reported since. ********************** is also not the named account holder, however a copy of the Service Report for the 8/20/2024 visit has been emailed to the account holder's email address. This matter shows resolved. 

   

  Thank you, 

  ********************************
  Director, Customer Service
  Phone: **************
  Email: **********************************
  Mailing Address: *********************************************************

• Initial Complaint

  Date:08/21/2023

  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.

  Residential Elevators performed the first maintenance check of our elevator on 6/23/23 and the technician said that the rope was twisted & he will order a replacement, but didn't say there were any issues with using the elevator. On 6/30/23, our elevator completely stopped working and when we call customer service, they said it was due to the twisted rope and they were waiting on the part to get delivered to the warehouse and they would schedule a follow up appointment. I asked if they can send someone to check the elevator to make sure that the issue was truly the twisted rope and nothing else, but they refused. On 7/6/23, they scheduled the follow up appointment on 7/21/23. The morning of 7/21/23, customer service emails me to tell me that it's a two person job and one of the technicians didn't show up to work so they have to reschedule to 8/1/23. By this time, I have a called customer service a few times to speak to a manager and they say a manager will call, but they never did. I called customer service again on 7/21 to complain about the last minute cancellation and customer service argues back with me. I email our community service manager to ask if we have any other options to fix our elevator and they reached out to a Salesperson who called me explaining he would escalate the issue. On 8/1/23, the same day as our appointment, the technician calls to say that they don't have the tools to fix our elevator so again they need to reschedule. Customer service said they have to physically mail the tools from ******* to **********. I contact the Salesperson and our community manager again to let them know how frustrating this experience has been with the last minute rescheduling, poor planning & lack of communication. They say they keep escalating and someone will contact me, but I have to keep reaching out to them for an update. Our appointment is now scheduled for 9/14/23 & who knows if that will remain. I want a refund & for them to fix our elevator.

  

  Business Response

  Date: 08/22/2023

  *** *******

  We are terribly sorry for the delays this ordeal has caused you. The entire repair bill will be waived and we will refund the $425 you have paid so far. The parts required as well as the tools are in market. We are working to mobilize a team as early as this week. We are shifting schedules around quite a bit to accommodate your request. The appointment is still on for 9.14 and you will hear from me later this week with an updated timeline.

  
  Thanks,
  Residential Elevators

  Customer Answer

  Date: 08/28/2023

  I have not received the refund nor has anyone from Residential Elevators called me to provide an update if our appointment can be sooner than 9/14/2023.

  

  Business Response

  Date: 08/29/2023

  The refund for $425 has been issued as of Aug 29 at 3:30:53 PM EDT. It will take 3-5 business days to post back on your credit card. Sept 14th repair is still confirmed. We are still working to move this up. 

• Initial Complaint

  Date:07/13/2023

  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.

  There was a recall regarding the door gap (between closed door and elevator grating. I filled out all paperwork a year ago which included measurements. I have made multiple phone calls and been told by their representative that someone will call me back - never happened. This is a safety hazard that Residential Elevators acknowledged via the recall and said they'd send, free of any charge, the space guards.
  Secondly, we put in a service request several months ago case #067370. After waiting for months the appointment was cancelled on the day of. Unfortunately no other elevator repair company can work on these elevators. I have elderly family that CAN NOT do stairs and literally have to crawl up the stairs since the elevator has been inop.

  

  Business Response

  Date: 07/14/2023

  Mr. ********
  

  We apologize for the miscommunication on our end that has called you delay and inconvenience. Our customer service manager spoke to you yesterday and we will be sending one of our techs to your come on August 8th. He will verify door gap measurements and repair your elevator.

  
  Thanks you,

  Team Residential Elevators

  
  

  Customer Answer

  Date: 07/18/2023

  
  
  

   

  
  

   Complaint: 20317091

  
  

  I am rejecting this response because: per the business reply an appointment was set for August 8. Today ****** showed up unannounced to perform repair??? Unfortunately we are 5 hours away. This company is unprofessional and inadequate. We need a firm appointment date for repair and gap guards for recall.

  
  

  Regards,

  
  

  **** *******

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 07/20/2023

  Our customer service representative was communicating that we had ****** in the area. You appointment is still set for August 8th. We were trying to help out and respond quicker than we originally thought. Your appointment is August 8th. 

• Initial Complaint

  Date:03/27/2023

  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.

  There was a recall regarding the door gap (between closed door and elevator grating. I filled out all paperwork a year ago which included measurements. I have made multiple phone calls and been told by their representative that someone will call me back - never happened. I have sent multiple e-mails (nearly one every six weeks) with no replies. This is a safety hazard that Residential Elevators acknowledged via the recall and said they'd send, free of any charge, the space guards. I have attached the initial receipt of the form for the door gap guards

  

  Business Response

  Date: 03/30/2023

  This request for space guards was fulfilled on 3/29/2023. UPS Tracking #: ******************

  
  We apologize for the delays. 

• Initial Complaint

  Date:11/29/2022

  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.

  Took a $6500 deposit to perform work on our elevator and then didn't perform the work. Refused to refund the money.

  

  Business Response

  Date: 12/01/2022

  The project has been drawn out and we were not able to complete
  the work due to issues on our part as well as *** ****. There was more info we
  needed from the Field after the initial visit and this ran issuance of the work
  order behind. Additionally, the house was under construction/renovation and we
  realized later on 10/24 the client/GC did not have the newly hung doors
  properly prepared for the install of the elevator's safety mechanisms. We had a
  Technician by the site, free of charge, on 10/24 to instruct tradesmen on the
  prep. As the project required a team, scheduling was behind and it took longer
  than expected to get it on the calendar.