Business Profile

Elevator Service

Otis Elevator Company

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Otis Elevator Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

48 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:07/18/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Our elevator is broke and the elevator repair service has left us stranded. This building is 5 stories with 10 foot ceilings. And full of disabled and elderly, I'm 74 and live on the 5th floor pray there's no fire or emergency!
Business Response
Date: 07/18/2025
Good Morning *****,
Thank you for reaching out and bringing this to our attention.
Could you please confirm the address of the property where the elevator is located? We’re not finding *** * ***** ** in our system. But if this is regarding the ***** ******* *********, listed in our records as *** ******** ***, our local management team has confirmed that Otis technicians are currently onsite working to restore elevator service. Updates will be shared with building management as progress is made.
We apologize for the inconvenience and appreciate your patience as we work to resolve the issue as quickly as possible.

Kind Regards,

Otis Customer Care
Initial Complaint
Date:06/02/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
A few years ago our Condominium HOA had a contract with the local Otis Elevator Service. They under-performed or did not show up, causing issues with our code compliance, etc. Consequently we ended the contract and hired another service company a few years ago.
They continue to harass us and send fictitious invoices for services not performed. We have cleared this up several times with copies of all communications of service cancelation, etc. and have been told it was solved.
Thanks,
*****

Contact for them below:

Otis Elevator Company
*****
***** ** *** ** ***** ****
**** ***** ******** ** *****
and
***** ******
***, ******** ********
****** *** *********** Coordinator
M: ###-###-####
Toll Free No. ###-###-####
Business Response
Date: 06/03/2025

Good afternoon Linda,

Thank you for reaching out and bringing this to our attention. This feedback has been received and escalated to our Upper Management to assist.

Kind Regards,

Otis Customer Care
Initial Complaint
Date:06/02/2025
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
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.
Two elevators in my condominium building contracted with and installed by Otis in March 2024, installation completed as of mid November 2024, have had noise issues from the beginning in my unit as well as hallway requiring multiple adjustments over a seven month period. It is my understanding from board members that one or both noisy motors were replaced and possibly a muffler system installed resulting in reduced but not eliminated intrusive noise in my particular unit 2H which the wall in the guest bedroom is adjacent to. As a result each time the elevators ascend/descend a high buzzing can be heard in my unit as well as the elevator door clicking shut.
Mine seems to be the only unit affected due to varied configuration of
the building units. The noise is intermittent but present on and off when both elevators run consecutively. On an early week day morning during these past months a visit by an Otis team along with our board President proved disappointingly inconclusive when the noise was not present due to low activity. This unfortunately resulted in perceived exaggeration on my part. After multiple follow up calls with the board President and condominium management company over several weeks Otis sent a specialized team member who was able to isolate the noise while in my unit and having a coworker operate the elevators sequentially. This noise was then clearly heard and the team member acknowledged there is a problem.
Unfortunately, the condo board and management company have allowed this issue to go on for six+ months due to lack of urgency on their parts. Meantime, I have been living with this noise which can be heard throughout my two bedroom unit. At this point Otis has stated they will require an additional $30,000 to the $350,000 paid (by special assessment) before they would undertake efforts to eliminate the noise coming into my unit.
Otis has not fulfilled their fiduciary duty to complete this job satisfactorily within the contract terms.
Initial Complaint
Date:05/09/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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.
Complaint Summary:
Otis Elevator Company has repeatedly failed to acknowledge the termination of their services despite multiple formal notifications. They continue to bill our organization for services that have not been provided and for contracts we have explicitly declined.

Complaint Details:
Our school district previously utilized Otis Elevator Company for elevator services. However, in 2022, we formally notified them, through me as Superintendent, our Accounting Department, and our Maintenance Department, that their services were no longer needed. Despite these clear communications, they have continued to send us invoices and statements for new contracts covering the 2023, 2024, and now even the 2025 school years.

To be clear, Otis Elevator has not performed any services for our district since at least 2022, and we have explicitly informed them on multiple occasions that we do not require or authorize further service agreements.

We are formally requesting that Otis Elevator immediately cease all contact with our organization, cancel and zero out any outstanding balances on their statements related to these unauthorized contracts, and close our account permanently.

Resolution Sought:

Immediate cancellation of all outstanding invoices and unauthorized contracts.

Written confirmation that our account has been closed with a zero balance.

Cessation of all future contact with our organization.
Business Response
Date: 05/09/2025
Good afternoon,
We have received the complaint and will send this information to the local office and our billings department for them to review and provide us with more information.
We will report back as soon as they provide that.
Regards,
Otis Customer Care
Customer Answer
Date: 05/16/2025

Complaint: ********

I am rejecting this response because:

Sincerely,

**** ********
We still have not heard from them.
Business Response
Date: 05/30/2025
Good morning,
The local ream responded and informed us they were able to speak with the customer, Mr. **** ********, who sent the non-renewal letter for this account. Otis is currently processing the letter to effectively correct the billing for this account.
Kindly reach out if you have further questions.
Regards,
Otis Customer Care
Customer Answer
Date: 06/02/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution to date is satisfactory.

Sincerely,

**** ********
Initial Complaint
Date:04/09/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
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.
Customer Number: ********

Almost absolute absence of service (or response) as promised by the contract, despite numerous attempts to contact the business. The "Absolute Worst" service of ANY National Business I have encountered in decades.

The Otis national office responds but even they appear unable to have the ****** **** office do their job.
Business Response
Date: 04/18/2025
Hello,

This message has been acknowledged and escalated to the team and the current account representative has reached out to the customer to work through resolving his concerns. The first recent communication was sent to the local team by Otisline (our national dispatching center) on 4/8/25, then this message was filed 4/9/25. The account representative believes any previous communications may have going to a previous account representative who is no longer with the company, causing a delay in response.

Thank you for bringing this to our attention and we are always happy to assist!
Kind regards,
Otis Customer Care
Customer Answer
Date: 04/21/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, pending actual resolution of the issue of service and service agreement.

Sincerely,

**** ****
Initial Complaint
Date:03/21/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
I just received another past due balance - late fee invoice from Otis on a property I sold in 2020 (copy attached). I have responded to these threats over and over showing that the property sold (and has subsequently sold again) and they need to contact the owner.
Business Response
Date: 04/04/2025
Hello,

We thank you for taking the time to reach out regarding your concerns. We
have reached out to the local team on 3/21, including upper management, on your behalf. We will follow up with them and provide an update here as soon as possible. We thank you for your
patience during this time.

Otis Customer Care
Initial Complaint
Date:02/21/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
I am a small business owner- a dentist and I used to be a tenant at **** ****** *** *** ****** ******** ** ***** , till December 2023. I have not occupied the building as a tenant for over a year now. I have emailed and called OTIS Elevator company multiple times over the last year to take me off the bill and transfer the title to the current responsible party, the owner of the building. I received a email threatening sending me to collections in Jan 24, 2024. Then after I spoke with Otis. I received an email confirmation from an employee Abigail T******* on 2/7/24 saying the transfer was in process to the owner of the building. Since then there has not no response or resolution and I keep getting the bills for elevator maintenance which has now amounted to over $6000. I keep receiving bills every few months, and Otis is not resolving this issue or responding to my request to transfer out of my name. I have no choice but to complain to get this resolved asap, after a year of reaching out to them. I am attaching emails that confirm that they were in the process of transferring over the account to the owner of the building **** ******.
Business Response
Date: 03/07/2025
Hello,

Thank you for bringing these concerns to our attention. We reached out to the local Otis team on February 21, 2025, regarding this issue. We will request an update from the team and report it here for your reference.
Thank you,
Otis Customer Care - Escalation Team
Initial Complaint
Date:02/11/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Our elevator for the building went down on September 28; after hurricane Helene; Otis elevator came and said we need a new control panel andnew cab from the damage. ******** insurance was able to cover the $240,000 in repairs. Otis required 50% down payment, which we reluctantly provided. To this state nothing has been done; communication has been minimal; we have seniors with disabilities on upper floors that areunable to use the stairwells.
Business Response
Date: 02/11/2025

Good afternoon ******,
Thank you for reaching out and bringing this to our attention. We apologize that this has been your experience.

We reached out to our local team including our Director of our **** ******* area. They have informed us that they have reached out on their end and will be onsite this Friday, 2/14/25 for the repairs.

Kind Regards,

Otis Customer Care
Customer Answer
Date: 02/15/2025

Complaint: ********

I am rejecting this response because:

Sincerely,

****** **********
Customer Answer
Date: 02/15/2025
No repairs were made yesterday. Only a rep from Otis came to tell us that we had to get a special electrician to fix something that is needed, even though the contract we signed with Otis had the entire job included. They also said that we had to install a platform for the control panel instead of placing it on a wall (which was also in the contract) so now they say the cab is on back order and the elevator will not be operational until May!
original date was later February for completion and as of today nothing has been completed. The five story building has two stairwells and the residents, including me are between 70 and 90 years old. Three of our residents have not been able to make it down stairs since September!!! This company is a complete disaster and they have lied to us and have shown no signs of any repairs even though they have our $120,000 for over 4 months with no results. We are tired, it’s getting hot in the stairwells and it’s time for Otis to get the job done as originally planned and promised. We signed a contract with them and they are now saying we need to get things done first before they can even start the process. This is by far a very bad situation for us elderly folks who have no idea what to do next.
also if anyone in the building needs an appliance such as a refrigerator, there is no way to get it delivered to their home.

Customer Answer
Date: 02/18/2025
William from Otis called me today and attempted to tell me everything was going along just fine; he said they’re still waiting on parts even though Otis manufactures the parts. On Friday, they sent a 35 year veteran of Otis technical department who basically changed the design of the control panel because it couldn’t be done the way William and his counterpart initially told us and inserted it in the contract that was signed. Why after 18 weeks did they decide to send an expert who changed the project??? He also just told me that there wasn’t much of a delay in building the platform and it’s not a big deal. Along with some what he called minor electrical work that needs to be done first. Again, nothing has been done to this date. He also claims that we are the only and first elevator repair being done post hurricane Helene and we are first on their list ! Another lie! All a bunch of lies and crooked people who have no interest in showing honesty and integrity to their customers. There are zero buildings in my zip code with a non operating elevator. We went from February completion to maybe May!!!
I have contacted my congressman about this serious issue and I will not stop
Many of my neighbors in this building will be filing complaints to our congressman shortly
Business Response
Date: 02/18/2025

Good evening ******,
The feedback has been received and escalated accordingly. Otis is
providing elevator updates directly to the board and coordinating with them
directly on jobsite preparation. It is of our utmost importance that this
elevator is modernized as soon as possible.
Kind Regards,
Otis Customer Care
Initial Complaint
Date:12/11/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Our company attempted to use Otis' repair service included in our contract agreement on 9.14.24 but the tech never showed up. However Otis billed us for the service which we immediately contacted them for to dispute. The account manager at the time acknowledged the dispute regarding the tech not showing up and requested that the service be reversed or credited from someone they cc'd on the email. That was as far as it went. We never received confirmation from any parties that the invoice was cleared. Since then we continue to receive statements plus subsequent finance charges for it being unpaid on top of it. I have reached out continuously since August attempting to connect with someone who will clear the charges and remove their fees for the service never rendered but it's met with a dead end every time. The business has not tried to resolve the matter. In this time the teams have seemingly been restructured and we received a new account manager who has also not resolved the issue. Provided on our statements there is contact information which states "for any questions concerning this statement, please contact ###-###-#### or **********************************" which after endless attempts to connect with this person, many emails and weird responses, this person is seemingly the most unreliable contact and unintelligible. This should be a simple clearing of charges for a service not provided and acknowledge by Otis and removing fees tacked on.... but this charge is still be requested while accumulating late fees.
Business Response
Date: 12/11/2024

Good Afternoon *****,

Thank you for reaching out and bringing this to our attention. We apologize that this has been your experience. We have reached out to our local office and they are already working to resolve the issue. They are in contact with our billing department and are working to remove the charges. We will provide updates here as they become available.

We greatly appreciate your patience and apologize again for any inconvenience.

Kind Regards,
Otis Customer Care

Business Response
Date: 12/12/2024

Good Afternoon *****,

We just wanted to inform you that our General Manager of the ******* Branch approved the removal of the charges yesterday and our Billing team is taking action. Please do not hesitate to reach out with any questions or concerns.

We look forward to hearing that the issue has been resolved.

Kind Regards,

Otis Customer Care
Initial Complaint
Date:12/11/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
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.
Receiving calls from this business's number about an outstanding balance of $9,462. I have personally never done business with this company, as I am a single person who does not own any sort of business or anything that would require me to purchase any of their products. I have received two calls regarding this, on 11/25/24 and 12/11/24, and it's frankly incredibly frustrating to have my heart rate spike over a charge in which there is absolutely no way I would have amassed it. I have never spoken to anyone from OTIS in my life and I would like them to stop contacting me.
Business Response
Date: 01/06/2025
Good afternoon,
We have informed our accounts receivable department. At the moment we are awaiting their response on their course of action to resolve this. We will provide more information as soon as they reply.
Regards,
Otis Customer Care Team
Customer Answer
Date: 01/09/2025

Complaint: ********

I am rejecting this response because:
I am still receiving calls from this company. I DO NOT WANT TO BE CONTACTED whatsoever. I will not accept any calls from this company, because I refuse to be shoehorned into paying a debt I do not owe. I am an individual who barely makes enough to cover my portion of rent. I do not owe a random elevator company money.

Sincerely,

****** ********
Business Response
Date: 01/15/2025
Good morning,
We are happy to share that the collections department has resolved the issue.
They had tried to reach ****** ******** via phone, but had been unable to reach them so they left a voicemail.
They continued to research until they found the account that was linked to the phone number provided and they made sure the phone number was removed. They also added a note instructing to never call that number.
For any questions, feel free to reach them at *************************
Have a wonderful day!
Regards,
Otis Customer Care
Customer Answer
Date: 01/15/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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Otis Elevator Company is NOT a BBB Accredited Business.