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:09/11/2023

  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.

  3rd complaint regarding Richmond Elevator. Richmond continues to send unqualified representatives to service ************* Condo. We requested a minor change in the open/close elevator door timing. This was approximately 8/30.As a result of again sending a rep who did not know how to properly adjust elevator timing we end up again with no service. We are a property with the majority of senior residents and no elevator service is a major hardship.We have come to realize this is a way for Richmond Elevator to position a new elevator. They are trying hard to get us to make an investment in this. It is not an option for us. This business owner is sending unqualified representatives who are damaging our property every time we need service. They service a problem while creating another problem every time we need service. Unethical approach for this business owner to gain a new very expensive contract.The elevator has since been fixed with correct timing. The new problem is the elevator open and closing door noise and jumping. This was not happening before the last service event. My request is for this problem to be fixed.

  Business Response

  Date: 10/04/2023

  We have been the service company of record since ****. Through these 25 years weve provided full and comprehensive elevator service 7 days a week - 24 hours a day emergency service.

  *********************** is correct in that we experienced a rash of trouble during the recently. Each time the elevator broke down a service technician was dispatched and at various times a Superintendent. Locating the root cause of a breakdown can sometimes can be a needle in haystack particularly when the elevators are nearing 40 years of age. This was the case at ****. We took the extraordinary step of rebuilding the entire control system and replacing the hoistway landing system at **** ******** order to arrest the problem we were encountering. No easy task when replacement parts arent readily available for this equipment. Bare in mind the service life of a residential elevator encountering moderate traffic is between 20 and 25 years.

   

  There are 2 separate buildings with this account ***** & ***** and each has the same model of elevator. The elevators were manufactured and installed by ****** Elevator. ****** Elevator went out of business in the early 90s. They are hydraulic elevators with ****************** that are buried in the ground. This technology is no longer employed. The cylinders of contemporary hydraulic elevators are placed alongside the elevator not in the ground. They are referred to as a holeless design. The holeless systems are safer by design because it allows you to monitor the entire hydraulic suspension system for corrosion and oil leaks.

   

  We have provided a great deal of hydraulic services on these in ground cylinders over the years including reconditioning of the hydraulic cylinder and seal replacement. We also replaced control valves, pump motors and pumps. We routinely conduct a complete evacuation of oil and lint and cleaning of the hydraulic system. This is followed by replenishment of the existing oil through a special filtration cart.

   

  The control system is relay logic (approximately 100 relays per elevator).  Many of the relays are critical to keeping the elevator running reliably. Relay logic control systems are completely phased out in the elevator industry these days. Solid State **************************** ***** are the industry standard for elevator systems these days.

   

  There is only one elevator per building to rely upon which further exacerbates the aggravation when a breakdown occurs.

   

  Im addressing the complaint at this time knowing we have resolved the problem we were encountering. Subsequently we met with the Board on Managers, the Managing Agent and the Superintendent to discuss the elevator service. We listened to all of their concerns and we presented our concerns and recommendations. The discussion addressed issues that need to be dealt with in the near and distance future. For the immediate concerns both elevator control systems will be rebuilt by replacing relays and the landing systems will also be replaced. For the long run we will present the Board with a comprehensive Modernization specification and proposal for upgrading of both elevators.

   

  I hope this addresses your complaint and enables you to understand the challenges we face with keeping you elevators running reliably and safely.

   

  For the record our Technicians are licensed by ************** and ***. Thery are members of ************** having been trained in the apprenticeship program.

   

• Initial Complaint

  Date:04/06/2023

  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.

   For a week 3/26-3/31 the elevator required service due to elevator door not opening and closing correctly. This issue then locks the elevator causing no movement. It is an unsafe situation. A rep from Richmond came in on Monday 4/3 and looked at the elevator. Did no work at all and left. The problem continues. This company unfortunately doesnt seem to care about servicing and resolving problems. Over and over again they send unqualified people who either do not care to do the work or do not know how to correct the problem. And every time we are charged for their service.

  Customer Answer

  Date: 05/02/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Richmond Elevator Company has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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