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Business Profile

Elevator Installation

Right Way Elevator Maintenance, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Elevator Installation.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/03/2025

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They keep sending me invoice for services that were never done. I had engaged them back late 2024. I then wrote them canceling any contract I had as I never received anything back from them. I have called & emailed them multiple times to quit sending invoices for work they never performed. They have complete ignored me.

    Business Response

    Date: 04/08/2025

    I apologize for this happening to you. It is not our intention to bill someone or to show up to a property where we do not have a contract. However, an agreement was signed and fully executed, and we are trying to fulfill our obligation to the contract. We have been contracted to provide monthly service and each month we show up and we are not permitted access. this has happened each month since the contract began.

    If the customer wishes to cancel the contract they may do so at the end of the term per the contract. or they may pay 50% of the balance of the contract and we will also cancel it. To cancel the customer must send a certified letter outlining the reason for the cancellation and the date they wish the contract to end. e-mails or verbal cancellations cannot be accepted. this is also written into the contract this customer signed and agreed to.

    Until the contract is canceled per the terms of the agreement, we intend to honor that contract, and we would expect the customer to do the same. 

    We are here to help. If this customer wishes to discuss this further, we are always available at ************. 

     

  • Initial Complaint

    Date:11/15/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Installed elevator lift with constant breakdowns for long periods of time. Repairs never seem to eliminate the problem. **** has been out of service for months and company has not completed any work with the excuse of parts.This is the only lift for an 80 unit 55 and over condo complex. A repair would be great a replacement of the unit for the one that was promised originally would be better.

    Business Response

    Date: 12/04/2024

    Dear BBB, In response to the claims in the letter we received. We installed a new wheel chair lift in 2018. It came with a one year warranty. It is now 2024 almost 2025 and we are still maintaining it and covering the parts under warranty. Not only that but we discovered the battery system was bad after 6 years, this is common. We replaced it for free. This was not a warranty issue but we still did it.  We purchased the lift from a third party and they only provide a one year warranty but they are still warrantying their product and sending us replacement parts for free. It is true, the parts have been hard to get and there are long lead times for replacement parts but this is quite common since COVID. This is a systemic problem in the entire industry. we intend to repair the unit and return it to service as quickly as possible. The real tragedy is that they have an 80 unit senior facility and they went with a single wheelchair lift to accommodate the building handicapped instead of installing a commercial elevators. in the elevator shaft that was architecturally designed for a new commercial elevator. This was not our recommendation it was a financial decision made by their board of directors. Our intention is and always has been to provide them with a functioning unit. We are working closely with the manufacturer to get replacement parts but the lead times are out of our control. We do not make them up as we go along, they are valid. We are at the mercy of the ***** I am happy to address any concerns of the client and have been very responsive to ***** who is the property manager. If there is anything else I can answer please let me know. 

    Customer Answer

    Date: 12/04/2024

     
    Complaint: 22559222

    I am rejecting this response because:

     

    Only parts of this is accurate. The lift wasn't installed until 3/31/2020. The shaft he is speaking about was looked at by many companies including Right way and the measurements were off and they could not but a car in the shaft. The gentleman who answered this is angry that we finally reached out to someone for help. He has never been to the property to see exactly what we have to accurately answer you. 

    Sorry for any inconvenience this might cause you.

    Sincerely,

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

    Business Response

    Date: 12/05/2024

    I am not angry at all, I am indifferent to this issue. I want to help and have agreed to fix the unit at my cost. Im not sure what else I am supposed to do. I may have the dates wrong, I am looking at a folder that was provided to me. I was not here when this incident occurred. Right Way Elevator will always do what is right. We pride ourselves on having integrity in a market where that has lost its appeal. We do monthly maintenance on all of our units. That is also not the standard that this industry lives up to much any more. When I was contacted regarding this issue, I personally agreed to oversee it until it was resolved. I still plan to do that. 

    Customer Answer

    Date: 12/05/2024

     
    Complaint: 22559222

    I am rejecting this response because:

    The facts are incorrect. We have been paying for maintenance service monthly. If it was serviced properly we would not be having this conversation. It was purchased in ********************* March 2020. Since installation it has been out approximately 34 times. Each time for a week or so at a time. The last  call in June 2024 and was not functioning until November 27. On Thanksgiving November 28 it stopped again. Still no service as of this writing. Last winter we had to place a ladder in the car to get a woman out. 

    In Rightway response he claimed the Board would not spend the money to put an elevator in an existing shaft. The 
    true story is. The shaft was built in 1974 and builder ran out of funds so no elevator was ever there. In 2019 the Board decided to get something. After 4 or 5 elevator companies and an engineering company came out to look we were told they could not but a car in the existing shaft. Rightway being one of the companies. So we then went with a wheelchair lift. The one we thought we purchased was not what was installed. After it was installed ( which took days or weeks to do) they told us there was nothing we could do about it being incorrect. A month or so after installation when it let breaking down a gentleman from Rightway had a meeting with us about putting one in the shaft. The price was exorbitant and we were already into the first project to the tune of ******+. That was cost of lift and all concrete and building work that had to be done. The warranty was for more than a year but that is neither nor there as we pay a monthly service contract and for parts. The battery part that they spoke about was replaced by ****************, their maintenance person put them in. The first lasted about 4 years and now lasted months. If you need any further information please do not hesitate to contact me.

    ************  or ********************


    Sincerely,



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

Right Way Elevator Maintenance, Inc. is NOT a BBB Accredited Business.

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