Complaints

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

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  DME Elevators & Lifts

  1973 Ohio St Lisle, IL 60532-2146

  
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  DME Elevators & Lifts

  1922 University Lane Lisle, IL 60532

  
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  DME Elevators & Lifts

  9675 S 54th St Ste 4 Franklin, WI 53132-9825

  
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  DME Elevators & Lifts

  3880 Pendleton Way #700 Indianapolis, IN 46226-7626

  

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:03/04/2023

  Type:Delivery 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.

  DME Elevator ordered parts for my residential elevator repair. Technicians physically grinded parts in order to fit the elevator, thereby increasing risk, negating warranty, and recourse. Upon inquiring, techs stated that they had done this elsewhere. I filed a complaint verbally, in writing, and repeatedly via email. Upon replacing parts, technicians measured gap between elevator and floor and indicated we were out of compliance. Weeks later (after they had no answer for their modifications), DME sent an email and noted they cannot work on elevator as it has a recall per their measurements, and company that installed is no longer in business!DME extracted thousands of dollars from my family, modified new parts, and left us high and dry. My son will have quadriplegia, cp, and a seizure disorder for the rest of his life. We do not have a safe elevator for his transport because of DME's neglect.

  

  Business Response

  Date: 03/06/2023

  *********************, 

  Per our email on 2/8/2023 as well as in your discussions with our parts manager, we have reiterated that you we will of course stand behind the work we completed on 1/13/2023.  This includes our standard warranty of 30 days on labor and 90 days on the parts.  When ************** left your home the elevator was in working condition.

  On that same day we made you aware that there is a US CPSC recall in regards to space gaps, this is a separate issue entirely. Because the manufacturer of your elevator is no longer in business they are not a part of the recall. It is at your discretion to reduce the space gap on each landing to insure there is no risk of entrapment for young children.  You can go to the US CPSC and search elevator recall to learn more, or refer to our email sent on 2/14/23. 

  We take this hazard very seriously and highly recommend that you find a local provider that can help you with this and any future service. It is because of these excessive space gaps, some of the largest that we seen, that we have decided to no longer work on your elevator.  Again we will address and warranty work if needed.  Please understand that if your son is in a wheelchair the space gap issue is of no hazard to him but would be a concern to any other children living or visiting your home.  
  

   

   

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19541069
  
  I am rejecting this response because:you modified, ground down new parts x 4!  Your parts manager has been of no assistance. In one sentence he typed go to the original installer for recall.  In the next sentence, he typed, the original installer is no longer in business.  Bad attempt at humor.
  We paid for new parts, not modified via grinding tool in our driveway!  Further, *** asked five times to speak with a GM and/or owner.

  Your unapproved modifications place my family in danger.  Not acceptable.

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

  

  Business Response

  Date: 03/10/2023

  *********************, I think there is some confusion here.  There is the manufacturer of your elevator, *******, and then the company that installed your elevator.  Rarely they are the same, usually they are different companies.  The manufacturer, ******* Elevator, is out of business and that complicates things on 2 issues. We did not install your elevator and we do not know who did, which is why we suggested that you reach out to them in regards to the recall.  

   

  1. The Recall: What it looks like to us is that the elevator was not originally installed to code, which is why you have a significant space gap.  At the time of installation the state of ********* did not require final inspections.  However now the ** CPSC is enforcing the space gap issue and requiring that it be resolved. We cannot work on your elevator until that space gap is minimized.  

   

   2. The Roller Repair: The parts we replaced on your elevator were purchased according to your serial number and through Fox Valley **********************.  They are the new company that purchase some of *******'s remaining parts. The parts that exist for your elevator today are limited.  What we received is the best option you had to repair your existing elevator. Again because ******* is out of business the other option is to have a major modification on your elevator using parts from a company that is currently in business.

  At this time, can you please let us know what resolution you are hoping for?  We received your request from the credit card company as you are now refuting the charges = $2,767.08.  The parts and labor are something that needs to be paid as we did order your parts and put hours of labor into trying to fix the issue.  Again we understand there is frustration with having the manufacturer no longer in business, do you have a contact for who installed your elevator?  

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19541069
  
  I am rejecting this response because: My frustration is not because a company went out of business as you suggest.  My frustration is with your company extracting thousands of dollars from my family, working on a residential elevator that you knew had a recall, modified new parts, installed modified parts, billed thousands of dollars, then apprised me of the recall!  Trade places-how would you react to obviously deceitful tactics that place my family and visitors in jeopardy?!?  Your currect approach is not ethical, moral, or safe.

  Our preferred "resolution" as you asked:  1.  Resolve recall issue that you knew about.  Fix with unmodified parts.  Offer a reasonable part and labor warranty.  If unwilling, refund all our money, and know that safety concerns were expressed to your *************, your "parts manager," and now to you repeatedly!

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

• Initial Complaint

  Date:07/23/2022

  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.

  Wheelchair elevator fitted 18 months ago during that time we have had 2 failures components are not suitable for outdoor use service is a joke they come out when they want no emergency breakdown is offered

  

  Business Response

  Date: 08/02/2022

  ******************, 

  I've reviewed your account and see that we have serviced your wheelchair lift in March 2022 and again in July 2022.  ********** we were able to resolve the issue and get you back up and running.  Please don't hesitate to reach out to me directly if there is anything else we can help you with at this time. As needed I will address this with our team at our next service meeting, and bring this to the attention of the service operations manager. We want to do our best to ensure you are satisfied with the operation of your wheelchair lift.  

   

  Thank you, 

  *****************************
  
  Director, Customer Experience
  ****************************