ComplaintsforOracle Elevator

• Initial Complaint

  07/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 22, 2023 I reached out to Oracle to discuss an overpayment. Oracle had issued two invoices that were paid in error on our end. The second invoice resulted in an overpayment of $2,561.50 for contracted elevator repair work at our community. I've attached email conversation and requests. We are now nearly 3 months later, without a resolution. I'm seeking immediate reimbursement in the form of check to the business address.

  Business response

  07/31/2023

  Dear Sir or Madam,

  I am the General Counsel of Oracle Elevator.

  We have reviewed the complaint.

  In response, we have agreed to provide the requested credits and are processing those through our Accounts Payable system.

  Please do not hesitate to contact me if you have questions in the meantime.

  Sincerely, 

  *******************

• Initial Complaint

  12/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We, at the Suntree Business Center, have paid Oracle Elevator for 6 months of services (April-October) that we never received along with inspections that never happened. When we started inquiring 4-5 months ago after recognizing our elevator was out of compliance, the service manager for Oracle sent fraudulent reports, which we would be happy to supply, to 'claim' they did (3) inspections. We asked for further proof (GPS through their program which was confirmed was in existence by the Regional Manager) they did not comply with the request. We are 100% confident they did not perform the inspections because when an inspector arrives at our building, they must be given a key/assisted by our Maintenance Supervisor to the elevator room, log in and inspect the elevator thus updating the maintenance log within the Elevator Room. This too was confirmed in an email of Oracle's protocol by Jose, the service manager. Once we were provided the fraudulent inspection reports and escalated to the Area Branch Manager (whom did nothing but avoid our calls and emails), we requested immediate termination of contract and reimbursement for services not performed. After numerous more calls and emails to the Customer Service Associate (Jose O), Area Manager (Terry O'D) and Regional Manager (Mike W), we have not received any resolution which is why we are contacting BBB. We want to make sure other companies do not go through a same situation like we have as we've been out of compliance and liability for an elevator that has not been serviced since April 2021. We are now actively hiring another elevator company even though Oracle will not give us anything in writing releasing us from their current lease which was advised by our attorney. Any help would be appreciated.

  Business response

  02/09/2022

  Business Response /* (1000, 20, 2022/02/09) */ Good afternoon. I wanted to provide some clarity and Oracle's stance regarding Mr. *****'s recent BBB submission (CASE# XXXXXXXX). Oracle Elevator had recently acquired Mr. *****'s service provider (Premier Elevator) in March 2021. He is claiming in his submission to the BBB that Oracle did not perform service for 6-months which is false statement. He was also under the impression that his service agreement was a monthly agreement, which it was not. The contract in place stated that service visits would be performed on a systematic basis, not monthly. Let me also note the fact this was not an Oracle service agreement. I (Terry O'D) got involved with the situation a dealt with ****** directly on this matter. I had several phone conversations and communicated with him through email. I also provided him an exit strategy (which he wanted) by allowing him to cancel his service agreement penalty free, which could have resulted in him paying thousands of dollars. I think this was a very nice gesture being that he had 3-years of life remaining on the contract. We, Oracle, did own up to the fact that we owed him a few service visits and I tried in every way to make this up to him, but he wanted no part of it. I did point out to MR. ***** that the payment he made every month for our services was not just for monthly visits. Oracle elevator offered on-call and callback service (24/7) as well provided parts coverage to his elevators. These were items he fails to mention in his case. I would also like to point out that from March to October we only received one callback at his building (replace a button) which is indicative that we were doing our job at his building. In close, I would like to say I tried in every way to work with ****** to resolve this matter. He was unreasonable and unwilling to part ways on good terms which I tried very hard to do. I think his comments and approach to this matter is unprofessional and uncalled for. His comments do not represent what we stand for at Oracle, especially the folks mentioned in his post. Either way we wish him the best and hope for another opportunity in the future to change his mind about our company.

*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. ↩