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:01/12/2024
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.
We have been asking for a refund for overpayment of contract and service terms. Due to Otis' negligence and failure to file inspection reports in a timely manner, we have incurred violations and civil penalties totaling $15,000. The oldest violation dates back to 2008, failure to file Cat 1. 2015 failure to file Cat 5. 2020,2021 and 2022 failure to file amended CAT 1 report. We have been given the run around time and time again. We are a small church that cannot afford 15,000 in penalties for something that is NOT our fault. We paid them to do their job on inspecting and they failed to follow through with their reports. Why should we be penalized for that?
Business Response
Date: 01/29/2024
The local Otis team has been in communication with ***** *** **** at ****** ***** ********* ****** on 1/10/24 via email correspondence and provided her with thorough details regarding the fines they received and showing that they are not the result of Otis. Customer ***** *** **** replied to the local team on 1/10/24 stating that she would reach back out the local team after she confirms more information with her team on her end.
Customer Answer
Date: 01/29/2024

Complaint: ********

I am rejecting this response because: We still have not yet received our refund for overpayment. Violations have yet to be resolved with no update.

Sincerely,

****** ***** ********* ******
Business Response
Date: 02/13/2024
The local office has been working with the customer. Otis has successfully resolved the issue with the customer by addressing the violation concerns and and taking care of the refund.

We appreciate our customer's cooperation in resolving this matter and thank them for doing business with Otis.
Initial Complaint
Date:12/15/2023
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.
In April, 2022, our chapel elevator began to malfunction trapping people inside. Between April 11 – 27, the Otis technician came four times to repair the elevator but did not resolve the problem. On May 5, 2022, Otis technicians came for the annual state inspection which had to be postponed since the elevator still malfunctioned. On May 14, 2022, our church paid $2613.96 for the annual contract fee which would begin in June. On May 20, 2022, the technician came again, but the elevator still wasn’t functional.
All summer and into the fall, we cancelled and adjusted programming since the elevator wasn’t working. In June, 2022, the supervisor called to say that they couldn’t fix the elevator and we would have to buy a new one.. We never heard from them again – no more visits- no more attempts at servicing, or repairing, or giving a bid on a new elevator.
On Oct. 2, 2022, we sent a letter to Otis summarizing the failure of Otis to uphold their service agreement and request a refund. We ended our relationship with Otis. We didn’t hear back from them.
After receiving monthly bills, we sent an e-mail on Sept. 12, 2023, summarizing their failure to repair the elevator. We received no response. On Oct. 9, 2023, we received an email that our contract had automatically renewed and that we would have to keep paying them. The bill for October, 2023, included fuel charges and fees for not paying. We received NO service since May, 2022, and under these circumstances, feel that they failed to hold up their end of the contract. We are a not-for-profit church and cannot afford to pay a company that doesn’t do the work they were supposed to do. We would like for them to stop sending bills and recognize that our relationship has ended.
Business Response
Date: 12/19/2023
Good afternoon,
We have been in communication with the local office, and this was the response from Leslie K********, the general manager for that location:
"I have reviewed with the team and here’s what we discovered.
The unit was installed in 1969 and is an original ***** ***. At the time
the team did everything they could to address the situation. We replaced
several boards on the elevator, but the unit is obsolete. The OEM does
not support the software, there are no upgrades. As for not providing a
proposal for a mod, I am not sure exactly where the ball got dropped, but I am
very sorry about that.

We never received any letters regarding the cancellation of
their contract. In fact, until this year, we received no written
communication from this customer. I have reviewed with all the members of
my team and none have received any documentation.

That said, I am sorry that our relationship has gone this
way. I have directed my team to cancel the contract prior to the roll
over 2023. We will also remove all remaining invoices from their account.

Thanks,"
I hope this helps clarify the situation. Kindly let us know if there's anything else we can do on our end.
Regards,
Rubi G*******
Customer Advocate

Customer Answer
Date: 12/20/2023

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.
We truly appreciate your consideration of our concerns about our chapel elevator. We are thankful for the resolution you proposed and feel that the matter is settled satisfactorily.

Sincerely,

***** ****** *******
***** ****** ************ ******* *********** **
Initial Complaint
Date:12/12/2023
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.
I live in a building, **** ***** ** *******. The Otis elevators have been malfunctioning for two years (the entire time I’ve lived here). They are always, I mean always, down for one reason or another. We have been told by our management that Otis continually comes to “fix” the elevators, but there has never been a real solution. They go out for days, weeks and months at a time. If they do work, they quickly go down again. Otis is allegedly always here but nothing gets fixed.

People have gotten stuck in the elevators constantly. It is causing overcrowding in the one working elevator in the building. They allegedly always come to fit but they are never fixed in the long or even medium term. They’ll “work” on it all day and they’ll work for a couple hours before going down again.

It is causing a very dangerous situation in the building. Overcrowding and people getting stuck, not to mention tenants paying rent for something that does not work.
Business Response
Date: 12/13/2023
We thank you for taking the time to reach out regarding your concerns. We have contacted our local team and the account manager of the **** ***** account has informed us that they have responded to a service request on 12/11/23 and 12/12/23 and have been in constant communication with property management regarding their service requests and equipment issues. Otis will continue to communicate and work with property management. Your best recourse is to continue working with your property management as they will have the most updated status on repairs. We thank you for your patience during this time.
Thank you,
Otis
Customer Answer
Date: 12/14/2023

Complaint: ********

I am rejecting this response because:
This has been an ongoing issue for approaching two years (or maybe even longer). The incidents on December 11 and 12 are only the latest. I have lived in this building since March 2022, and at least one elevator has been out of service most of the time I’ve been here. Our building keeps calling Otis, they come, and then the issue resurfaces. They had to come again on December 13, meaning they came three straight days, never fixing the problem long term. In the countless number of times Otis has come to fix the problem (I would not be surprised if it’s over 100 times since I’ve been here), there has never been a permanent solution. Sometimes they claim it’s a parts issue. It is outrageous there has never been a long term solution. The elevators are subject to break anytime. People have and will continue to get stuck in a suddenly inoperable elevator. The whole building is always forced to share one working elevator (if one is even working) which creates so many issues, including overcrowding. There has not been any efforts whatsoever to permanaty fix this problem that has existed for nearly two years.

Sincerely,

**** *****
Initial Complaint
Date:10/30/2023
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.
Otis elevator is absolutely non responsive. I have received a violation from the *** for a negligent inspection and have tried repeatedly to contact Otis with NO response. It is absolutely ridiculous. I have contacted my service rep and his superior by email and phone and NO response at all. This us a 3000 dollar violation that Otis is responsible for.
Business Response
Date: 10/30/2023
Good afternoon,
It seems the customer did not provide a complete address or customer number so that we can identify the account and inform the local team and follow up on this. Can you please provide this information?
Thank you in advance.
Have a wonderful day!
Regards,
Rubi G*******
Otis Elevator (Customer Advocate)
Customer Answer
Date: 10/31/2023
Our building ID is ********
This violation was sent this week and covers the period during which Otis serviced this elevator and was responsible for all inspections as per our contract.
We were released from our contract with Otis two weeks ago as we were very unhappy with their service.
Business Response
Date: 11/06/2023
Thank you for the information you shared. We understand that these
notices can be alarming. These notices relate to the Department of Building’s
(***) new and recent enforcement initiative regarding fines for unfiled or
untimely filed Affirmation of Corrections for Periodic and CAT 1 inspections.
This new *** initiative is different from prior *** precedent. As an elevator
industry, the industry is engaging with the *** to get more guidance from the
*** regarding these notices, which we anticipate receiving from the *** over
the next coming weeks. We appreciate your patience and understanding, and we
will communicate more information regarding the ***’s position as soon as it is
provided to us.
Respectfully,
Otis Customer Care
Customer Answer
Date: 11/06/2023
The interesting thing about this response is that at first they told me they weren’t responsible and now they need more time. Meanwhile I have a violation that is expected to be paid by the elevator company that was under my employ at the time that filed the affirmation past the due date which is why I’m receiving the violation in the first place.
i don’t accept this answer as the only answer is that they will pay the violation as it’s 100% their responsibly to do so.
It’s not my problem that these are “next wave violations” from the ***. Nor is it my concern that they need time to process these violations sent out.
Otis is 100% responsible for this violation and must pay it ASAP.
Initial Complaint
Date:10/19/2023
Type:Order 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.
We have an on-going 20 year old contract with Otis Elevator for monthly routine inspection and maintenance. Over the past 4 years we have had only 4 such inspections, despite repeated phone calls and emails requesting that they honor the contract for which we pay.
Initial Complaint
Date:09/14/2023
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.
In May of 2021 I contacted Otis to repair my residential elevator. They sent a quote in June of 2021, and sent a serviceman and apprentice in late November 2021. I spoke with the Account Manager in early December 2021 about the work not providing what was quoted and he agreed to lower the invoice to $900. I contacted them again in March of 2022 asking that the invoice reflect the agreed upon $900 and and I was sent a revised invoice that I promptly paid. In April 2022 I received a quote for a work order to install new relays that I asked for some changes with more details and then I signed off on. They responded that they would get the order processed and then let me know when they would be able to come. That was towards the end of April of last year and I have not heard from them since. Since April of 2022, despite having paid the corrected invoice in full, I have continued to receive invoices. The invoices first had the work paid for and then have added additional work never done and interest on the unpaid amount. I have discovered that the original invoice had Customer Number #******** and the paid invoice has the customer number #********. The subsequent invoices have the Customer Number #********. I contacted the Otis Customer Service line and they told me that I would need to speak with my Account Manager. I spoke and then emailed my new Account Manager in May of 2023 and she assured me that the invoices would be cleared and that they would contact their technicians and get back to me about the still needed repair. I never heard back and the invoices have continued. I reached back to the Customer Service line and they informed me that the Account Manager has left the company and said I would need to resolve matters with the newest Account Manager. I emailed the new Account Manager and have gotten no response. Based on other complaints, it appears that billing for services not delivered is standard for Otis. I hope that is not the case.
Business Response
Date: 10/02/2023
Good afternoon,
We have been in communication
with the local team. The regional sales manager informed us that they spoke
with the customer. Otis will credit the maintenance invoices because the unit was
shut down; thus, the company hasn't been able to perform any maintenance since.
The customer informed him they still wanted Otis to work on their elevator. He
is having a meeting to go to the site and perform a survey on what's required
to return the unit to service. We will continue to work to resolve this for our
customers.

Kindly let us know if you have further questions.
Regards,
Rubi G*******
Customer Advocate

Initial Complaint

Date:08/30/2023

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.

I live in *** **** *********** ******* in ****** ****** **. We have had frequent trouble with our elevator for years. Otis Elevator is supposed to perform weekly maintenance, yet the elevator breaks down frequently, and we are told that parts may take a week or more. Last week, two separate incidents of entrapment occurred. Then the elevator broke down completely.
This is a five story bldg with disabled people, elderly people, and parents with small children. There are over 80 steps for residents to the top floor where the laundry is located. Otis does not respond with urgency. We are told that the parts are unavailable or some such excuse; yet Otis is an enormous company. We were without the elevator for more than a week just a couple of months ago. They cannot seem to get it right and have a laissez-faire attitude toward repairs. I have a disability that makes climbing the stairs to and from my unit extremely difficult, slow, and painful. A fifth floor resisdent is in a wheelchair. He is effectively trapped.
I have tried contacting Otis, but they will speak only to property management here. With no other avenue of complaint open, I am reporting to the BBB.

Business Response

Date: 09/13/2023

Hello,

On 8/30 the local team responded to our team. They has been in communication with property management via email correspondence and were aware of the lead time needed to complete the job. The unit was placed back in service on 8/30. The office administrator from the *** *** *********** responded stating the elevator is working and the residents are very happy.

Thank you and have a wonderful day,

Otis

Customer Answer

Date: 12/18/2023

On December 15, 2023, the elevator in the condominium building went out again. The elevator goes out in one way or another at least twice per month for the last year. Sometimes the onsite property attendants can "reset it", but often Otis Elevator has to come out. In the meantime, the people in the bldg have to use the stairs. I am disabled and live on the fourth floor. There is a man on the fifth floor in a wheel chair. People have bicycles, groceries, strollers, holiday packages... to take down. To get to my apartment requires climbing 64 outdoor cement steps. To the fifth floor, there are 80 steps. Otis cannot seem to keep the elevator running. Yesterday, the property mngmt notified them of an urgent repair. That was approximately 36 hours ago, and we have have no elevator service. I filed a BBB complaint about the exact issue several months ago, apparently to no effect. Otis has the contract for elevator maintenance, but they do not keep it running or maintained. I called the company dispatch to file a complaint and was told someone would call back. Of course, they did not. This problem has a severe impact on the lives of everyone in this building as well as delivery people and staff. One neighbor had a water delivery scheduled and had to cancel it bc the water company does not allow their employees to climb 80 steps with a 60 lb. bottle of water. Local grocery stores will not deliver to the doors of those above the 3rd floor.We are all fed up with the extremely poor customer service from Otis Elevator.

Business Response

Date: 01/24/2024

To ********* ***** and Whomever it May Concern,

The Maintenance Team and Board of Trustees at *** ****
Condominiums are fully aware of the numerous proposals submitted by Otis from May
2016 – December 2023 regarding solutions to their non-reliable units. These
proposals include solutions related to issues related to swing doors, oil viscosity,
oil temperature, machine room temperatures, etc., all items of which are excluded
from the elevator maintenance contract in place. Currently, *** ****’
Maintenance Team and Board of Trustees has a clear understanding of potential
resolutions for their units.

We continue to work closely with their team to determine the
best course of action to rectify their location’s issues. However, the solution
options we have provided to help alleviate many of the issues (of which have
been brought forward within this BBB complaint) have been met with resistance
by the property representatives. It is noteworthy that we have recently worked
with *** ****’ Board of Trustees to proceed with proposals to install tank
heaters on two elevators, and we will continue to monitor the improvement of
these units once the tank heaters are installed. Furthermore, it was relayed
that a load test is needed for their elevator that continues to leak oil, and also
that numerous units within their buildings have warped swing door frames which
need to be addressed soon.

Otis will continue to work to rectify the issues being
experienced by the units at *** ****’ locations. However, it will take a
concerted effort on behalf of *** ****’ Board of Trustees and Maintenance Team
to act and ultimately allow Otis to perform the necessary work to improve their
units.

Furthermore, please see the
following areas of note regarding the customer’s complaint:

- The unit was 10 gallons low on oil upon inspection. A static test was completed on the elevator by the field mechanic which did not indicate a leak. It has been recommended that we complete a full load test to further investigate the cause of oil loss.

- There is a safety protocol within the controller’s software that places the car into viscosity mode when the oil dips below a certain temperature. This prevents calls from being received for approximately 30min until the tank is heated to the required temperature. This is misinterpreted by the tenants who believe the unit to be shut down so by the time the mechanic arrives for a service request the unit Is back in service. Tank heaters have been proposed which would prevent the unit from going into viscosity mode by maintaining a stable temp.

Best Regards,
Otis Elevator

Initial Complaint
Date:08/24/2023
Type:Order 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.
Good morning.
I tried to fill out your online form but it wouldn't go through. Please
let me know if you need further information.

**********
********** ******* had an annual contract with Otis Elevator to maintain our
Elevator. They were responsible for three elevator maintenance visits a year to
the *******. They did not come any times. Thus, I requested that they cancel
the contract. They didn't. They continue to bill us. I had to sign another
elevator contract with another company in order to maintain our elevator. We
are a non profit public *******, we cannot afford to pay two companies! I have
spent an inordinate amount of time emailing and calling Otis with no virtually
no response and no headway. They continue to send us invoices for a contract
they are not executing. Additionally, when we did call them because we had a
problem with the elevator, they did not respond. Each month, when I receive the
invoice from them, I remind them that I have requested that they stop invoicing
us as they are in breach of the contract. My last contact was on August 9th
when, in response to my email, they sent me a contract "buy out." I
responded to this email with a phone call that was never returned and an email
asking them to call me. Neither were responded to. Please see this email
attached. They have never been in our building since the contract was instated.
I just need this to end. I'm hoping that you can help.

I am requesting that Otis cancel our contract
with no fees.
Business Response
Date: 09/11/2023
Hello,
We thank you for bringing this to our attention. We have reached out to the local team regarding your concerns. The account manager responded Friday evening 9/8 stating she has cancelled your account. It may take up to 30 days to process but all invoices will be removed.
Thank you,
Otis Customer Care
Customer Answer
Date: 09/13/2023

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:08/10/2023
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.
We sent notice to Otis Elevator July 29, 2021 that we wanted to cancel our maintenance contract with them which was expiring October 31, 2021. We gave them them required 90 days notice. They then sent us a statement that we renewed and owed for our October 2021 contract. We responded to their invoice by notifying the person listed on the statement and she said she would take care of it. We then got a past due notice. In October of 2022, they sent us another statement saying we owed finance charges and another years contract price. I called Sumedh which was the person listed on that statement and she said and I quote "It was a mistake. They have multiple systems and it is automated. I am removing the contact info and am 100% positive you won't get another statement." We continue to get a statement every month from a different person every month. We responded just last month and have another statement saying we owe 2 years contracts and 2 finance charges. We have done everything we can to get rid of these statements. We owe nothing legitimate to Otis Elevator and do not know how to make this stop.
Business Response
Date: 08/15/2023
Good morning,
We reached out to the local team and received a response. Richard B*******, the general manager for Otis' Midwest - Western region, informed us that this contract has been canceled and the account is free and clear. They show a zero balance in the system and should no longer receive a statement.
We apologize for any inconvenience this may have caused our former customer. Richard sent an email to the customer but had not received a response as of yesterday.
Kindly let us know if there is anything else we can do on our end.
Have a wonderful day!
Regards,
Rubí G*******
Customer Advocate
Otis Elevator
Initial Complaint
Date:08/02/2023
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.
In June of 2022, I contacted Otis Elevator by mail, email and phone to cancel our service contract after not being happy with their service or lack of. For over a year I have continued to receive emailed invoices as well as mailed invoices with letters about cancelled late fees. We do not have an agreement with them and would like all contact (email and mail) to stop.
Business Response
Date: 08/04/2023
We have reached out the local office regarding this concern. The account manager stated that the contract has been officially cancelled and the customer should not be receiving anymore invoices going forward.
We thank you for bringing this to our attention. Please do not hesitate to reach back out to Otis should you receive anymore invoices.
Customer Answer
Date: 08/09/2023

Complaint: ********

I am rejecting this response because: I just received an email with invoice today: Wed., August 9 2023. Clearly they did not do as they said.

Sincerely,

******* ********
Business Response
Date: 08/09/2023
Hello, the account manager stated this cancellation process can take up to 30 days to officially take into effect. In the meantime, please disregard any invoices you received from Otis. If after 30 days you are still receiving invoices please reach back out to Otis so that we may continue to look into this further.
Thank you for your time and patience,
Otis Customer Care
Customer Answer
Date: 08/09/2023

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.