Business ProfileforResidential Elevators, LLC

Residential Elevators performed the first maintenance check of our elevator on 6/23/23 and the technician said that the rope was twisted & he will order a replacement, but didn't say there were any issues with using the elevator. On 6/30/23, our elevator completely stopped working and when we call customer service, they said it was due to the twisted rope and they were waiting on the part to get delivered to the warehouse and they would schedule a follow up appointment. I asked if they can send someone to check the elevator to make sure that the issue was truly the twisted rope and nothing else, but they refused. On 7/6/23, they scheduled the follow up appointment on 7/21/23. The morning of 7/21/23, customer service emails me to tell me that it's a two person job and one of the technicians didn't show up to work so they have to reschedule to 8/1/23. By this time, I have a called customer service a few times to speak to a manager and they say a manager will call, but they never did. I called customer service again on 7/21 to complain about the last minute cancellation and customer service argues back with me. I email our community service manager to ask if we have any other options to fix our elevator and they reached out to a Salesperson who called me explaining he would escalate the issue. On 8/1/23, the same day as our appointment, the technician calls to say that they don't have the tools to fix our elevator so again they need to reschedule. Customer service said they have to physically mail the tools from ******* to **********. I contact the Salesperson and our community manager again to let them know how frustrating this experience has been with the last minute rescheduling, poor planning & lack of communication. They say they keep escalating and someone will contact me, but I have to keep reaching out to them for an update. Our appointment is now scheduled for 9/14/23 & who knows if that will remain. I want a refund & for them to fix our elevator.