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Business Profile

Elevator Service

Otis Elevator Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Elevator Service.

Complaints

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

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Otis Elevator Company has 126 locations, listed below.

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    Customer Complaints Summary

    • 48 total complaints in the last 3 years.
    • 17 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:12/11/2024

      Type:Billing 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.
      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:
      Resolved
      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:

      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: 01/06/2025

      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

      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,



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

    • Initial Complaint

      Date:09/20/2024

      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.
      This case has not been resolved.  I am not sure why it has been closed.  Please reopen it. 

      Business Response

      Date: 09/23/2024

      Hello,

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

      Otis Customer Care

      Business Response

      Date: 10/14/2024

      Hello, 

      On Monday, 10/7, the local Otis office Administrator responded stating they are in the process of clearing out the customer's balance as this was an internal error on Otis's side. They stated to please allow 14 business days for processing. We thank you for your patience during this time.

      Otis Customer Care

    • Initial Complaint

      Date:09/17/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.




      Sincerely,



      ***** *******May 13th and was informed that the software had not come in. On June 4th, I contacted Otis again was informed that the parts should be in the following week, and someone would be out. Another contact was made on June 17th and a tech was finally send out on the week of June 24th to install the software. This was done; however, the elevator still did not run properly. Otis was re-contacted by phone, email and yet no further response or solution has taken place. Because of the necessity of having an operable elevator in our facility, it is imperative that we get this problem resolved. Therefore, we are requesting an immediate full refund from Otis in order that we may seek assistance via other means. Our facility cannot continue to not have an inoperable elevator because of disabilities and health issues of our parishioners.

      Business Response

      Date: 09/20/2024

      Hello,

      Thank you for bringing this to our attention. We have reached out the local team with the customer's concerns on 9/17. The account manager, Kennedy C****** informed us on  9/17 that he reached out and spoke with the customer directly and provided them with an update. They are providing the customer with an additional proposal that is needed. The account manager will continue to communicate with the customer, providing updates along the way till all issues are resolved. 

      Please let us know if we can be of any further assistance.

      Respectfully, 

      Otis Customer Care

    • Initial Complaint

      Date:08/22/2024

      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.
      We need the service elevator fixed it’s been 3 months.. it really makes our job harder without the elevator.. they have had plenty of time to fix this problem.. **** they could have made the part by now.. money is not a issue.. we have hotels across the ****** ******.. something needs to happen fast..!!

      Business Response

      Date: 08/27/2024

      Good afternoon,

      After speaking with the local team and the general manager of this area we were able to ascertain that the building has elected to leave this elevator shut down until the modernization, as that was the quickest option for repair. The building signed a modernization contract back in February for this unit to be replaced by Otis. The team anticipates the modernization will start at the end of the year. This was done in accordance with the agreement reached by the building and Otis.

      I hope this helps answer any questions.

      Regards,

      Otis Elevator

      Customer Advocacy Team

    • Initial Complaint

      Date:07/19/2024

      Type:Billing Issues
      Status:
      Resolved
      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.




      Sincerely,



      ***** *****suspended until our invoices are paid. For 1 year we have been trying to pay the invoices at the actual true rate they are suppose to be at and are getting no where. Our property cannot suffer long time frames of unfixed elevators due to the demographic that lives here.

      Business Response

      Date: 07/30/2024

      Hello,

      We thank you for reaching out to us and bringing your concerns to our attention. We reached out to the local management team on 7/22/24 regarding your concerns. The account manager replied the same day.

      Per the account manager there were
      some invoices billed awhile back at the wrong rate. After
      negotiations were made, the customer had paid their portion of our agreed upon
      amount. The account manager recently had submitted a write-off to waive the remaining open amounts
      on two invoices. Those were submitted at the end of May and have
      been processed. He has relayed all of this information to the customer directly.

      Thank you,

      Otis Customer Care

    • Initial Complaint

      Date:06/25/2024

      Type:Billing 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.


      Complaint: ********



      I am rejecting this response because we just received another invoice in the mail today. The 10/20/23 charge for $225 was removed from the invoice, which was then reissued. This was listed in the original complaint. There is a $95 fuel surcharge for 5/22/24 - our contract ended 1/1/24. We did finally receive the 10/17/23 invoice and will be paying that this week.



      Sincerely,



      ******* ******es over the last year as we have been dealing with billing issues since October of 2023 and he has failed to address any of these.

      We have not been paying the new invoices that we have been receiving, but would like help in ensuring we stop receiving them and finally resolve this.

      Business Response

      Date: 07/10/2024

      Hello,

      We thank you for bringing this to our attention. We have reached out to the local team, including upper management regarding your
      concerns. We will follow-up with them and ask that someone be in touch with you soon to get these issues resolved. We will also continue to post updates here.

      Thank you,

      Otis Customer Care

      Business Response

      Date: 07/30/2024

      Hello,

      On Tuesday 7/16, the Otis General Manager stated that she spoke with customer ******* ****** regarding
      the complaint. She stated she explained the situation that the cancellation had been
      processed and she has written off the outstanding balance
      on the account. 

      We thank you for reaching out to Otis.

       

    • Initial Complaint

      Date:06/20/2024

      Type:Billing Issues
      Status:
      Resolved
      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.




      Sincerely,



      **** **

      Business Response

      Date: 07/05/2024

      Good morning, 

      Thank you for bringing these concerns to our attention. We have reached out to the local office, including upper management, regarding your concerns. Someone will be in touch with you soon. We will also be sure to update you here as well once we have more information. 

      Thank you,

      Otis Customer Care

      Business Response

      Date: 07/08/2024

      Hello,

      On 6/21 the account manager stated she has reached out to the customer and insured her that her account was not going into collections. They are working on getting the account cleared and will continue to communicate with the customer directly.

      Thank you,

      Otis Customer Care

       

    Otis Elevator Company is NOT a BBB Accredited Business.

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