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:12/04/2023

  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.

  Company installed faulty elevator which has required numerous repair calls. The elevator has NEVER worked properly. We have attempted to get the situation corrected. Each time the company is called to repair this damaged elevator, they wan to charge $250/hour to fix. They refuse to explain why we should pay $250/hour for an elevator that is faulty. They refuse to adequately repair. The elevator is very new and should not have this many problems. The elevator jerks to a stop then starts back up when moving from one floor to the next. We were told last time they came out this was fixed. However, this is still an issue.

  

  Business Response

  Date: 01/09/2024

  Unit was installed on January 6, 2022. A service call was made on July 21, 2022 unit was making noise technician found rails and guide shoes dry technician, lubricated rails and guide shoes ran unit and returned to service,  service ticket was given and signed off on by owner. Service call made on November 30, 2022 Elevator was stopping and starting intermittently during run, technician troubleshot and found loose wire on car gate contacts, technician tightened wires. Ran unit and observed normal operations service ticket given and signed off on by owner customer was billed for 2.5 hours at residential rate. Service call April 14, ********************************************************************************************************* materials, Customer only charged for 2 hours labor . ********************** call August 8, 2023 elevator out of service following power issues. Customer said he removed the disconnects and re-inserted them after a couple days. Lights on the circuit board were flashing prior to him doing so customer stated they had a power outage Upon further investigation, technician found that the guide shoes had been broken or worn. Technician turned the elevator off to get guide shoes  to be replaced. fault found on elevator was power failure customer charged two hours of labor for call out. August 15 , 2023 technician returned to replace guide shoes on the bottom of the unit examined rails and hardware cleaned rail system ran unit and re-examine guide shoes. Checked fault log no faults found returned unit to service no charge to the customer. August 25 ************ pack and also performed recall To the service relay module no charge to customer. December 1, 2023. ********************** call ********************** out of service upon inspection unit had power failure fault and door closed fault due to the door not being closed all the way by user technician cleaned all door Contacts adjusted as needed. Returned to normal service. Customer charged two hours of labor.

  Each service ticket was given to customer as a record with technicians findings 

   

  Customer Answer

  Date: 01/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The elevator was installed 1/2022 as company stated. The elevator is new and should not require the amount of repairs it has required since installation. The company has acknowledged the need to repair the elevator 7 times since installation with only time being due to power failure. The company has FAILED to explain why 6 service calls are needed on a NEWLY installed elevator within a short period of time. We have had to pay $1,552.50 in repairs/service calls since installation. The company has failed to adequately repair the elevator to prevent further cost. As of today, 1/9/2024, the elevator still has the SAME issues as service calls dated 11/30/2022; 8/15/2023; and 12/1/2023. The elevator stops and jerks when moving between floors. This is extremely scary. The company has come out 3 times and have advised us this has been repaired, but it has not. 

  The owner is not cooperative and agues instead of providing answers and solutions. I will state that ******* was very cooperative, but I did not get to speak with ******* the last time I called to discuss the issue. We want the company to repair the elevator. We don't want to have to call them out every 3 - 6 months for the same issue. It is not fair to have to pay $1,552.50 in repair cost for a new elevator. We want to know why this is happening. For our point of view, perspective, it feels as though the company just wants to make more money off of us through repairs. 

  How much more money will it cost before the elevator that was JUST installed is repaired? I do not think our request is unreasonable. 

  Regards,
  
  *************************
  
   

  
  

  

  Business Response

  Date: 01/25/2024

  Unit was installed on January 6, 2022. A service call was made on July 21, 2022 unit was making noise technician found rails and guide shoes dry technician, lubricated rails and guide shoes ran unit and returned to service,  service ticket was given and signed off on by owner. Service call made on November 30, 2022 Elevator was stopping and starting intermittently during run, technician troubleshot and found loose wire on car gate contacts, technician tightened wires. Ran unit and observed normal operations service ticket given and signed off on by owner customer was billed for 2.5 hours at residential rate. Service call April 14, ********************************************************************************************************* materials, Customer only charged for 2 hours labor . ********************** call August 8, 2023 elevator out of service following power issues. Customer said he removed the disconnects and re-inserted them after a couple days. Lights on the circuit board were flashing prior to him doing so customer stated they had a power outage Upon further investigation, technician found that the guide shoes had been broken or worn. Technician turned the elevator off to get guide shoes  to be replaced. fault found on elevator was power failure customer charged two hours of labor for call out. August 15 , 2023 technician returned to replace guide shoes on the bottom of the unit examined rails and hardware cleaned rail system ran unit and re-examine guide shoes. Checked fault log no faults found returned unit to service no charge to the customer. August 25 ************ pack and also performed recall To the service relay module no charge to customer. December 1, 2023. ********************** call ********************** out of service upon inspection unit had power failure fault and door closed fault due to the door not being closed all the way by user technician cleaned all door Contacts adjusted as needed. Returned to normal service. Customer charged two hours of labor.
  Each service ticket was given to customer as a record with technicians findings