ComplaintsforCustom Home Elevator & Lift Co., Inc.
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Complaint Details
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Initial Complaint
10/20/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
In January 2023 an elevator was installed in our church. To date Oct, 20th of 2023, it still does not operate properly. Our church has elderly and handicapped members in it whom have gotten stuck multiple times. We have weddings and funerals where grandmothers and grandfathers have to have their wheelchairs carried up the steps because the elevator does not work. I have called multiple times requesting the elevator to be fixed. The company sends one service tech out whom is afraid to get inside the elevator to try troubleshoot the operations fearing he will get stuck and nobody will be there to unlock the door from the outside. This has happened twice now. I left a voicemail requesting a call back once again two days ago. I have not heard back from them yet again. We have been extremely patient and have tried every measure to get this resolved but seem to be getting nowhere. Unfortunately I have no other choice but to contact the Better Business Bureau. If this does not resolve our issues I will be requesting permission from my board to seek legal action. Please understand I am left with no further course of action. If this company reads this, please call ****** ****** to resolve the issue. You have my number, just check your voicemail. ****** ******Business response
01/29/2024
We apologize for the delay in responding, this matter has been resolved with the customer. Please let us know if you have any questions. Thanks.Customer response
01/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
The elevator still does not work consistently. It gets stuck at the place shown in the photo. I reached out to the company and was told that I would be contacted after the holidays to come out and fix the elevator yet again. This never happened.
Regards,
****** ******Business response
03/15/2024
We've been out several times, the last time was March 13th, we're waiting on parts and once we have those parts we'll return to finish the job. Customer is aware of the situation. Once everything's finished we'll be able to check the status remotely and stay on top of any issues. Thanks.
David Hand
Customer response
03/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. The business has ordered a part to be placed on the elevator for diagnostic purposes only in hopes that they will be able to find out why the elevator is not working. They attempted to install the part on 3/13/24 but was unable to complete installation. I am told they will be back to complete installation at a later date. The elevator is still not functioning. After the installation of this part is completed it will still not be fixed as this part is simply a diagnostic tool, not a fix. I do feel that the company is attempting to resolve the matter but I would like this case to remain open until the elevator is fully functional. Thank you for your assistance in finding resolution in this matter.
Regards,
****** ******
Initial Complaint
04/18/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Can not get off safe at bottom of stair lift. Fix. replace or refund.Business response
04/19/2022
We have tried with our service department, the salesman, and myself (the owner) of the company by reaching out to Mr* ********** by many phone calls and emails. Unfortunately, for some reason Mr. ********** will not take any of our calls or call us back. He needs to contact his case manager at the ******* ** ***** (COA) who approved of this stairlift with the wishes and permission of Mr. ********** on February 24th, also Mr. ********** paid us and signed off his approval on the installation on March 7th.
We are open to meet with Mr. ********** and the ******* ** ***** (COA) case manager to discuss further. Again, he needs to contact his case manager by making a phone call or answering a phone call to get this started.
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Contact Information
11431 Williamson Rd Ste B
Blue Ash, OH 45241-4216
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.