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:12/21/2022

  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.

  Shoddy maintenance service on building elevator. Building elevator out of service for multiple days, multiple times in the last less than 2 years.This puts all elderly tenants in the building at risk of falls when climbing stairs up and down and people are unable to go grocery shopping even.

  Business Response

  Date: 01/18/2023

  *************** to the complaint filed by ****************** on 12/19/2022 that was mailed to our office by you on 12/31/2022. Please note: 1. East Coast Elevator LLC has been in business for 10 years and has never received a complaint through BBB. 2. What proof does ****************** have that shoddy service was performed? Or is ******'s compliant due to an inconvenience that he/she experienced? Is Sudhir an elevator expert? 3. East Coast Elevator LLC maintains over 15 elevators for the same building owner, and we have never received a single complaint from any of their tenants. 4. The elevator system was purchased by East Coast Elevator LLC from Alliance Elevator. Alliance Elevator used a pump manufacture that East Coast Elevator was unfamiliar with. The pump failed only 2 years after that elevator was installed. The normal life span for a pump is ***** years. As a result of the pump failure, other components were affected compounding the problem. East Coast Elevator worked tirelessly to secure the new components on an expeditated schedule. As a matter of fact, one of the other owners of East Coast Elevator drove after hours to ************** Airport to pick up the new components rather than wait for a delivery service to bring the components to the job site. East Coast Elevator did everything in its power to minimize the down time caused by premature component failure and not due to "shoddy" service. In closing, an elevator is like an automobile. Comprised of many mechanical and electrical components. They can't last forever. Regards,

  Customer Answer

  Date: 01/18/2023

  
  Complaint: 18609046
  
  I am rejecting this response because I do have proof that East Coast Elevator has provided less than expected quality service. Following are all the instances the elevator has been out of service or in questionable state in the last approximately 2 years:
  

   

   2/27/21- out of service for 24 hours.

   3/6/21- out for maintenance

   3/8/21- out all day (after maintenance on 3/6)

   3/16/21- Stuck on the 3rd floor, uneven, until 3pm.

   12/12/21- Broken

   12/13/21- Out multiple days.

   4/2022- Out for 10 days.

   12/21/22- Scheduled for maintenance for 1 day, but out for 9 days.

   1/11/23- Scheduled to be out of service for maintenance for 20 minutes, but was out for multiple hours.

   

  Does this look like the **** of good workmanship and quality of service? I don't think so.

   

  I recognize that the elevators are like automobiles comprised of many electrical and mechanical components, and they break from time to time. As someone who has been in the ********************* business for over ************************* Electrical Engineering, as a matter of fact, I am an expert! Most importantly, as a tenant in the building, I am the recipient of East Coast's poor performance and attitude.
  

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

  Business Response

  Date: 02/10/2023

  Please note my response to ******************'s 2^nd complaint:

  
  

  1. 2/27/2021. The door operator received too much power from the controller. Elevator put back in service same day.
  2. 3/6/2021. Maintenance.
  3. 3/8/2021. Manufacture defect. We had to improve the original design.
  4. 3/16/2021. Debris in the door track created service call. 
  5. 12/12/2021. Manufacture defect.
  6. 12/13/2021. Ditto
  7. 4/20/2022. Ditto
  8. 12/21/2022. Ditto
  9. 1/11/2023. Ditto.

  As I stated in my previous email, East Coast Elevator bought the entire elevator system from Alliance Elevator. We fixed all the issues we were having with this elevator manufacture. ******************'s complaints are unfounded due to his lack of knowledge about elevators.