ComplaintsforOtis Elevator Company

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am the Property Manager for a community for adults with delveopmental disabilities. On 07/14/2023 and 08/04/2023 we had service calls during our normal business hours-which is indicated in our contract. The tech was at the property for mere minutes to make the repairs. When we received both bills, Both had rates of 2 OT hours resulting in a substancial $1800 charge on both bills. On 08/18/2023 I wrote a certified letter to Otis Headquaters after no resolution from our local reps. Fast forward to 05/03/2024 I was finally sent "corrected" invoices taking off the OT, but instead they changed it to 2.5 HRS @ $450/HR. I again disputed this charge as I showed video proof that the techs were on the property for a few minutes. Derek N***** called my Assistant Manager and let her know he would be clearing the amounts of the hourly work and just bill the actual repair. As of today 07/19/2024 those have not been sent to us after numerous inquries. We were notified via Otis that our service is suspended until our invoices are paid. For 1 year we have been trying to pay the invoices at the actual true rate they are suppose to be at and are getting no where. Our property cannot suffer long time frames of unfixed elevators due to the demographic that lives here.

  Business response

  07/30/2024

  Hello,

  We thank you for reaching out to us and bringing your concerns to our attention. We reached out to the local management team on 7/22/24 regarding your concerns. The account manager replied the same day.

  Per the account manager there were some invoices billed awhile back at the wrong rate. After negotiations were made, the customer had paid their portion of our agreed upon amount. The account manager recently had submitted a write-off to waive the remaining open amounts on two invoices. Those were submitted at the end of May and have been processed. He has relayed all of this information to the customer directly.

  Thank you,

  Otis Customer Care

  Customer response

  07/31/2024

  
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The ***** ******* has cancelled services with Otis Elevator Company effective 1/1/2024. This was acknowledged by the account manager (******** ****), yet we continue to receive invoices for services no longer under contract and no longer being provided. Furthermore, we continue to be billed for an incorrect amount that was ammended for services provided in October of 2023. In this instance a fuel surcharge of $225 was added when the technician was already onsite for regular maintenance per our agreement. An updated invoice was paid, yet in a statement we just received they are requesting the difference. There is one outstanding invoice (************) which we believe we do owe. However, we never received it in the mail and have been requesting an invoice for it for months. As of now, it only shows up as an item in a statement without detailed information. I have reached out to Jancy V******* (NHQ accounts receivable, listed as contact per prior invoices received) multiple times over the last year as we have been dealing with billing issues since October of 2023 and he has failed to address any of these. We have not been paying the new invoices that we have been receiving, but would like help in ensuring we stop receiving them and finally resolve this.

  Business response

  07/10/2024

  Hello,

  We thank you for bringing this to our attention. We have reached out to the local team, including upper management regarding your concerns. We will follow-up with them and ask that someone be in touch with you soon to get these issues resolved. We will also continue to post updates here.

  Thank you,

  Otis Customer Care

  Customer response

  07/15/2024

  
  Complaint: ********
  
  I am rejecting this response because we just received another invoice in the mail today. The 10/20/23 charge for $225 was removed from the invoice, which was then reissued. This was listed in the original complaint. There is a $95 fuel surcharge for 5/22/24 - our contract ended 1/1/24. We did finally receive the 10/17/23 invoice and will be paying that this week.
  
  Sincerely,
  
  ******* ******

  Business response

  07/30/2024

  Hello,

  On Tuesday 7/16, the Otis General Manager stated that she spoke with customer ******* ****** regarding the complaint. She stated she explained the situation that the cancellation had been processed and she has written off the outstanding balance on the account. 
  

  We thank you for reaching out to Otis.

   

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Despite multiple assurances from the Otis Elevator representatives that our billing is current and that there is no remaining balance, we keep receiving statements indicating an outstanding balance on our account. We terminated the services agreement with Otis for 2023 and beyond.

  Business response

  07/05/2024

  Good morning, 

  Thank you for bringing these concerns to our attention. We have reached out to the local office, including upper management, regarding your concerns. Someone will be in touch with you soon. We will also be sure to update you here as well once we have more information. 

  Thank you,

  Otis Customer Care

  Business response

  07/08/2024

  Hello,

  On 6/21 the account manager stated she has reached out to the customer and insured her that her account was not going into collections. They are working on getting the account cleared and will continue to communicate with the customer directly.

  Thank you,

  Otis Customer Care

   

  Customer response

  07/08/2024

  
  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.
  
  Sincerely,
  
  **** **

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company has been un-responsive to requests for documentation. Company came out and put a lock on elevator without any regard for disabled residents who live in community. No representative has returned a single phone call.

  Business response

  05/14/2024

  Hello,

  We thank you for bringing this to our attention. We will be in contact with our local team, including upper management regarding your concerns. Someone will be in touch with you soon and we will also provide updates here. 

  Thank you,

  Otis Customer Care

  Business response

  05/15/2024

  Hello, 

  Yesterday, the account manager conveyed that he had engaged with the customer to discuss the situation. He assured that he will maintain ongoing communication to keep the customer informed of any developments. 

   

  Thank you,

  Otis Customer Care

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Otis elevator Terrible service, communication and maintenance. They charged me yearly premiums but did not come for 2.5 years to service my elevator. The standard is to provide maintenance every quarter. Then the elevator malfunctioned and they could not come for over a month. At that time it was fixed incorrectly and they had to come back again. In total my elevator was not functioning for about 2 months. They will not return my premium for the 2.5 years they neglected my elevator. I have an email with the service dates they came and they openly admitted they neglected to service my elevator.

  Business response

  04/04/2024

  Good afternoon, 

  There was a delay in getting material for a jack packing repair. To make up for the delay, we performed the repair on Overtime without added costs and also discounted the repair 50%. The packing had an issue, which we came back and repaired. Contract was expired, we offered 1 year of maintenance for free. He asked for 2.5 years, but we feel given the other discounts we gave a 1 year of maintenance for free was more than adequate. The customer was frustrated that we did not come more frequently to perform maintenance, but there are no set visits in the contract and we have performed maintenance contractually and to meet code. 

  Thank you, 

  Otis

  Customer response

  04/12/2024

  Response: the 50 percent discount for the repair is a lie since I was told by the technician that they always replace both seals at the same time for one price. Throwing in the seal for the second hydrologic is what is typically done.  When I called the state inspector he said every quarter is what is typically done and that is what my new elevator company does. Otis skipped inspection for 2.5 years and that is not acceptable regardless of the long contract that takes advantage of the consumer. If there is no action than a company like Otis will continue to take advantage of consumers.  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  OTIS has consistently joined our account with another ***** ************** ****** and continues to send us bills and harrasses us for payment, despite my multiple times showing them that the address on the bills is not our, and they need to be in touch with the other ******. They also attempted to charge us over $12k for a QUOTE they have us for work that we did not authorize and was then never performed. I told them if they reached out again about bills that our not ours, I would file a complaint with the BBB and get your assistance in resolving this, so they stop contacting us.

  Business response

  03/19/2024

  Good Afternoon,

  Thank you for bringing this to our attention. We apologize for the inconvenience and frustration this has caused. We will investigate and work with our local and billing team to address, and provide updates here to facilitate a resolution.

   

  Best Regards,

  Otis Customer Care

  Business response

  03/26/2024

  Good Afternoon,

  We reached out to our local team to assist. Please see our local account managers response below:

  The account was closed, with both contracts cancelled but the account still owe OTIS for past invoices. One being a regular time callback that they placed.
  
  I have found an additional email address for their ********** location: ************************ * which I have added into our system. I can update the Who’s Who as well to ensure that the invoices are being sent there. But the invoices they are contesting, should be paid for services rendered. 

  Best Regards,

  Otis Customer Care

  Customer response

  03/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  That email is NOT another office/another branch. That is an ENTIRELY DIFFERENT ******. We have NO OPEN INVOICES WITH OTIS.

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

  Business response

  03/29/2024

  Good Morning,

  We reached back out to our local team regarding this issue per our local representative Hannah:

  I have had a chance to speak with Amanda, and I believe I now understand how to fix this. I have updated the contact information within our system – and I will be reaching out to the ****** listed on the invoices for payment. I will also be reaching out to update the Who’s who to update the account in hopes to remove all contact information from the ****** of ******** from the account.
  
  After speaking with Amanda, it is clear that the ****** of Thetford is not associated in anyway with the ****** sited on the invoices. The accounts were combined due to a technical error during merging.
  
  Thank you all for your patience in this matter – I hope to see it resolved soon.

  We apologize again for the inconvenience.

  Best Regards,

  Otis Customer Care

   

   

  Customer response

  04/01/2024

  
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am handicapped and need the elevator in my home. For years Otis has given maintenance but now they don’t answer the calls and do not make appointments. I just need regular maintenance, but I get no response. Who do I contact?

  Business response

  02/27/2024

  Good afternoon,

  On Monday, February 19th, the account manager, Horace E********, informed us that he spoke with the customer on Monday of the previous week, and again on that Friday. He informed the customer that they are scheduling their preventive maintenance and will let her know when they will be on site.

  Kindly let us know if you have any questions.

  Regards,

  Otis Customer Care

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have been asking for a refund for overpayment of contract and service terms. Due to Otis' negligence and failure to file inspection reports in a timely manner, we have incurred violations and civil penalties totaling $15,000. The oldest violation dates back to 2008, failure to file Cat 1. 2015 failure to file Cat 5. 2020,2021 and 2022 failure to file amended CAT 1 report. We have been given the run around time and time again. We are a small church that cannot afford 15,000 in penalties for something that is NOT our fault. We paid them to do their job on inspecting and they failed to follow through with their reports. Why should we be penalized for that?

  Business response

  01/29/2024

  The local Otis team has been in communication with ***** *** **** at ****** ***** ********* ****** on 1/10/24 via email correspondence and provided her with thorough details regarding the fines they received and showing that they are not the result of Otis. Customer ***** *** **** replied to the local team on 1/10/24 stating that she would reach back out the local team after she confirms more information with her team on her end. 

  Customer response

  01/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: We still have not yet received our refund for overpayment. Violations have yet to be resolved with no update.
  
  Sincerely,
  
  ****** ***** ********* ******

• Initial Complaint

  12/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In April, 2022, our chapel elevator began to malfunction trapping people inside. Between April 11 – 27, the Otis technician came four times to repair the elevator but did not resolve the problem. On May 5, 2022, Otis technicians came for the annual state inspection which had to be postponed since the elevator still malfunctioned. On May 14, 2022, our church paid $2613.96 for the annual contract fee which would begin in June. On May 20, 2022, the technician came again, but the elevator still wasn’t functional. All summer and into the fall, we cancelled and adjusted programming since the elevator wasn’t working. In June, 2022, the supervisor called to say that they couldn’t fix the elevator and we would have to buy a new one.. We never heard from them again – no more visits- no more attempts at servicing, or repairing, or giving a bid on a new elevator. On Oct. 2, 2022, we sent a letter to Otis summarizing the failure of Otis to uphold their service agreement and request a refund. We ended our relationship with Otis. We didn’t hear back from them. After receiving monthly bills, we sent an e-mail on Sept. 12, 2023, summarizing their failure to repair the elevator. We received no response. On Oct. 9, 2023, we received an email that our contract had automatically renewed and that we would have to keep paying them. The bill for October, 2023, included fuel charges and fees for not paying. We received NO service since May, 2022, and under these circumstances, feel that they failed to hold up their end of the contract. We are a not-for-profit church and cannot afford to pay a company that doesn’t do the work they were supposed to do. We would like for them to stop sending bills and recognize that our relationship has ended.

  Business response

  12/19/2023

  Good afternoon,

  We have been in communication with the local office, and this was the response from Leslie K********, the general manager for that location:

  "I have reviewed with the team and here’s what we discovered. The unit was installed in 1969 and is an original ***** ***.  At the time the team did everything they could to address the situation.  We replaced several boards on the elevator, but the unit is obsolete.  The OEM does not support the software, there are no upgrades.  As for not providing a proposal for a mod, I am not sure exactly where the ball got dropped, but I am very sorry about that. 
  
  We never received any letters regarding the cancellation of their contract. In fact, until this year, we received no written communication from this customer.  I have reviewed with all the members of my team and none have received any documentation.
  
  That said, I am sorry that our relationship has gone this way. I have directed my team to cancel the contract prior to the roll over 2023.  We will also remove all remaining invoices from their account.

  
  Thanks,"

  I hope this helps clarify the situation. Kindly let us know if there's anything else we can do on our end.

  Regards,

  Rubi G*******

  Customer Advocate

   

  Customer response

  12/20/2023

  
  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.

  We truly appreciate your consideration of our concerns about our chapel elevator.  We are thankful for the resolution you proposed and feel that the matter is settled satisfactorily. 
  
  Sincerely,
  
  ***** ****** ******* ***** ****** ************ ******* *********** **

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in a building, **** ***** ** *******. The Otis elevators have been malfunctioning for two years (the entire time I’ve lived here). They are always, I mean always, down for one reason or another. We have been told by our management that Otis continually comes to “fix” the elevators, but there has never been a real solution. They go out for days, weeks and months at a time. If they do work, they quickly go down again. Otis is allegedly always here but nothing gets fixed. People have gotten stuck in the elevators constantly. It is causing overcrowding in the one working elevator in the building. They allegedly always come to fit but they are never fixed in the long or even medium term. They’ll “work” on it all day and they’ll work for a couple hours before going down again. It is causing a very dangerous situation in the building. Overcrowding and people getting stuck, not to mention tenants paying rent for something that does not work.

  Business response

  12/13/2023

  We thank you for taking the time to reach out regarding your concerns. We have contacted our local team and the account manager of the **** ***** account has informed us that they have responded to a service request on 12/11/23 and 12/12/23 and have been in constant communication with property management regarding their service requests and equipment issues. Otis will continue to communicate and work with property management. Your best recourse is to continue working with your property management as they will have the most updated status on repairs. We thank you for your patience during this time.
  Thank you, 
  Otis

  Customer response

  12/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  This has been an ongoing issue for approaching two years (or maybe even longer). The incidents on December 11 and 12 are only the latest. I have lived in this building since March 2022, and at least one elevator has been out of service most of the time I’ve been here. Our building keeps calling Otis, they come, and then the issue resurfaces. They had to come again on December 13, meaning they came three straight days, never fixing the problem long term. In the countless number of times Otis has come to fix the problem (I would not be surprised if it’s over 100 times since I’ve been here), there has never been a permanent solution. Sometimes they claim it’s a parts issue. It is outrageous there has never been a long term solution. The elevators are subject to break anytime. People have and will continue to get stuck in a suddenly inoperable elevator. The whole building is always forced to share one working elevator (if one is even working) which creates so many issues, including overcrowding. There has not been any efforts whatsoever to permanaty fix this problem that has existed for nearly two years.

  
  Sincerely,
  
  **** *****

*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. ↩