Complaints

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

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Otis Elevator Company has 126 locations, listed below.

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  Otis Elevator Company

  212 W Newberry Rd Bloomfield, CT 06002-5305

• 

  Otis Elevator Company

  6010 Triangle Dr Ste D Raleigh, NC 27617-4714

• 

  Otis Elevator

  609 Jefferson Ave Memphis, TN 38105-4911

• 

  Otis Elevator Company

  341 Southport Cir Ste B Virginia Bch, VA 23452-1183

• 

  Otis Elevator Company

  101 Corporate Blvd Ste 105 West Columbia, SC 29169-4665

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: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: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  **** ********

  We still have not heard from them.  

  vator 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

  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.

  
  
  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,
  
  
  
  **** ****

  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

• 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** **********

  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

  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