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:06/28/2023

  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.

  Hillside Lifts, LLC installed a hillside tram elevator lift 5 years ago. Their warranty clearly states a 15 year warranty on structural components. Several of these structural components are starting to fail. Hillside Lifts, notably its principal owner refuses to honor the warranty and refuses any communication with me. Outsides estimates are anywhere from $15-25,000 to correct these structural warranty items. Some of the warranty items also now concern me as to structural liability issues for my property.

  Business Response

  Date: 07/13/2023

  **************** is untrue in his complaint.  He is correct in stating that his product is under warranty; however, his product is most definitely not failing.  Hillside Lifts stands by our products and our work.  In the event that there was an issue with his product, it is in our best interest to make it right as word-of-mouth is our best form of advertisement.  **************** uses his product often and at no time has he had an equipment failure or needed additional service from us to make any repairs.  We have met with the customer at his home to discuss his claims.  The product he was provided works as it should.  His outside estimate is from a competitor that has a failing business and is in desperate need of work causing them to overcharge customers as they have done numerous times in the past.  It is unfortunate that there are other companies out there that do this.  We will continue to work with **************** to let him know that he is being influenced by a desperate competitor and that we will stand by our work if an issue ever arises.  

  Customer Answer

  Date: 07/15/2023

   I am rejecting this response because:

  statements by business:

  product most definitely not failingMrHoefs is splitting hairs.  He inspected tram on 7/13 @1130 hrs.  He agreed that many rails were defective and that all rails and posts were to be replaced.  He mentioned Id be embarrassed to have my name on this system. 
  

  At no time in past has there been equipment failure or need for repair this is patently untrue and I assume his business records are innacurate.  One repair was by Hillside for safety cable replacement and another repair was by ****************** because Hillside wouldnt return my call.  

  we have met with customer at his home and the product works as it shouldagain, splitting hairs.  *************, again, during the site visit verbally agreed that all rails and post were to be replaced under warranty.

  ************* said that he would perform the warranty work the week beginning 7/17.   I queried him at noon on 7/14 but have heard no concrete plans yet.  

  After 10 months of pursuing this issue,,,I, too, look forward to working with Hillside in addressing their warranty obligations.

  I forgot to add in my response to Hillside Lifts response to my original complaint. Looking at his response time stamp, his response was approximately 1 hr after he inspected my warranty claim. And yet, his BBB response mentions NOTHING about his verbal commitment to me to have ALL rails and POSTS replaced. He verbally emphasized to me, "I'd be embarrassed to have this tram reflect on my quality product"!!!
  How can he not mention this in his response unless he is simply trying to obfuscate? This type of bait and switch is what I have dealt with for 10 months.
  
  

  thank you  

  
  

  Customer Answer

  Date: 07/21/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Hillside Lifts has fulfilled its warranty obligations. 

   

  Please close this case file.  Thanks much for your help.