ComplaintsforBallard Custom Elevators Inc.
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Complaint Details
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Initial Complaint
06/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a home with a ballard elevator in it in Dec 2021. It is not June 2022 and the elevator is not working. They sent two guys out early in the year. The first guy clearly didn't know what he was doing and tried to hand wave away like we didn't know how to operate an elevator. Then i showed him that the elevator could not even be summoned. Then he just said "it needs a new part" and went on his way. Silence for months then i call again and they send another guy and he says, "I fixed it". But then first time I go to use it it does not work. Then he says "Needs a part" This is back to April and now we hear nothing even though not only did it never work since it was new, it is under maintenance contract and they are not maintaining it.The elevator needs fixed and to be working properly.Business response
07/07/2022
In response to the homeowner's complaint if we may explain. All of our technician are properly licensed in the **************** and have many hours of rigorous training. We get many calls when a new homeowner takes possession of the home and they try to open the outer door of the unit before it comes to a complete stop which will set off a safety feature and shut the unit down. It happens all the time and our Technician's are instructed to show a client what to listen for and how to properly open the door because usually the builder does not do this, it is a courtesy.
The part that was needed is called a PLC and at that time we received a batch from the manufacture ( 6 total) that had been programmed from the factory incorrectly. It took 6 months for the manufacturer to correct the issue and get a new batch sent back to us. There was communication with the client during this time, it probably was not what he wanted to hear but we cannot install a part we do not have in our possession.
We sent a service agreement to the homeowner and they did not sign or pay for the maintenance. It is unfortunate that it took so long for us to receive the part we needed to fix this issue, but as soon as we had it we replaced it. Many businesses are having the same issue with getting parts and having them in stock. It makes our jobs very hard to keep timelines like before, but this is the state of affairs at this point in time and we all have to make adjustments. Our goal is safety and customer satisfaction, always. We apologize for not being able to accomplish that in this situation.
Customer response
07/07/2022
Better Business Bureau:
I have reviewed the response and while I note that they kept telling me that the part was not available...until I filed the complaint...at which time it appeared instantly and was installed. The issue is addressed now.
Sincerely,
***********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.