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

  212 W Newberry Rd Bloomfield, CT 06002-5305

• 

  Otis Elevator Company

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

• 

  Otis Elevator Company

  5625 Dixie Dr Pensacola, FL 32503-2296

• 

  Otis Elevator Co.

  3005 50th St Ste 500 Lubbock, TX 79413-4143

• 

  Otis Elevator Co.

  8745 Eastex Fwy Beaumont, TX 77708-1307

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: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.
  
  REMOVED
  REMOVEDhad an annual contract with Otis Elevator to maintain our
  Elevator. They were responsible for three elevator maintenance visits a year to
  the REMOVED. 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 REMOVED, 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 REMOVED, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  REMOVED

• 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 BREMOVED, 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 GREMOVED

  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: REMOVED
  
  
  
  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,
  
  
  
  REMOVED

  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 REMOVED, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  REMOVED

• Initial Complaint

  Date:07/28/2023

  Type:Order 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.

  Hurricane Ian on Sept. 28, 2022 destroyed the entire first floor of our 8 story condo along with our two elevators. I am disabled so this means I am unable to access my home on the 5th floor until we have an elevator. Once the mud, water and rubble were removed, our REMOVED(HOA) notified Otis in REMOVED, for restoration of the elevators. Otis demanded full payment of $588,800.00 before they would even order parts. Otis and our HOA signed a contract on Oct. 18, 2022 for complete repair and replacement of the elevators. Our HOA paid in full in Dec. 2022 as soon as we could get the money. It has been 10 months since the hurricane, 9 months since the contract was signed, and 7 months since they were paid in full, yet Otis has done nothing and, without an elevator, I, as a disabled person, have not been able to access my home for 10 months. The condo is for residents who are 55+ so there have been a number of serious falls on the stairs by residents who have attempted to go to their homes. every time our HOA contacts Otis they promise a completion date that they do not meet. The promises have been for May, then June, then July, then August and now September. And we have no faith September will be met. They have had our full payment and done absolutely nothing. I want to get back into my home. Please make them do the promised work for which they have been paid. The contract was between Otis Elevator Company in REMOVED, signed by REMOVEDOur HOA is REMOVED.

  Business Response

  Date: 07/28/2023

  The local team has been in communication with property management. Unfortunately, Otis did
  encounter supply chain delays but the local team provided an update to the customer earlier
  this week and plan on being onsite within the next 2 weeks. Otis is continuing to communicate and work with property management. 

  Customer Answer

  Date: 07/28/2023

  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because:

  Yes, the local office again made a promise for some kind of action in 2 weeks as they have done about 10 times in the past. They failed to comply in every one of those situations and have still done nothing.  The HOA board keeps us informed of the excuses and failures of Otis to live up to promises.  You are incorrect in saying that the local office of Otis committed to complete the work in 2 weeks.  After numerous calls, emails and false promises over the past 9 months, Otis committed to finally START Phase 1 of the rebuild within two weeks.  They continue to tell us that they are WAITING FOR the elevator cab and doors and have given no date for that. Obviously, we can not operate an elevator without a cab and doors.  Otis is a huge worldwide company with a market cap of $37.21 billion and issued their earnings report for the second quarter a couple days ago reporting net sales of $14 billion and adjusted profit of over $2.25 billion. I would expect that with that kind of dominance, Otis has the clout to get parts for an elevator in less than 9 months and yet they have been making excuses and still have no dates for delivery of the parts or completion of the rebuild.  I would like to get into my home on the fifth floor and it is only Otis that is preventing that from happening while I continue to pay the full fare for HOA fees and assessments, taxes, a land lease and utilities. I strongly suggest that Otis use its clout to demand that the needed parts be provided.  I would like a commitment on the date of delivery of all the parts and the completion of the rebuild and I would like the complete rebuild to be ASAP as Otis has had full payment for the job for over 7 months

  
  
  
  Sincerely,
  
  
  
  REMOVED

  Business Response

  Date: 07/31/2023

  We are sorry to hear you are not satisfied. This has been brought to the appropriate OTIS party and your local contact.  We thank you for your patience. Your best recourse is to continue working with your property management as they will have the most updated status on parts and repairs. Otis is continuing to communicate and work with property management. 

  Customer Answer

  Date: 07/31/2023

  I am in daily contact with property management. They have been patient and it has gotten them nowhere.  We have a simple question which requires a simple date for an answer and we need action.  Promises from your local office have been plentiful and never acted upon.  please provide, in response to this complaint, or to property management, a date for receipt of the necessary parts, the cab and doors, and completion of the rebuild.  When will people who cannot climb stairs get into their homes? It has been over 9 months since Otis signed a contract to rebuild the elevators and you have had full payment for over 7 months with no action.

  REMOVED

• Initial Complaint

  Date:05/22/2023

  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.

  I am a 100% disabled veteran. We purchased our home that was equipped with a residential elevator. The elevator was stuck therefore Otis Elevator Company REMOVEDoffice. The service tech could not repair or correct the problem using his cell phone and NOT correcting the stuck elevate. The service tech informed us that he could contact the elevator manufacturer which he did not but we received a bill for $1,226.35. Invoice #REMOVEDdate 11/1/2022 customer number REMOVED. Please note we did get the elevator repair from a local company and only an internal battery was causing the stuck door. That repair/replacement and inspection was $175.00. The Otis tech never explained the bill or costs and never completed the repair. I feel strongly that Otis Elevator is in violation and this bill should be negated. Disabled veteran retired. Thank you. REMOVED. REMOVED

• Initial Complaint

  Date:03/30/2023

  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.

  The appartment building in which I live hired Otis to renovate the elevator system, change electric parts and the inside of the elevator as well. The contract predicted works to star in November 2022 but they only started in late February 2023. After dozens of complaints, the company delivered large boxes of parts that were placed in the building's garage and that have being lying there for about 2 monts. They have postponed the deadline many times and OTIS workers are not even showing up at the building anymore. Moreover, OTIS was hired to renovate both elevators, but so far they have only started the first with about 5 months of delay.
  As we have tried to get an answer to REMOVEDmanagers for months but they simply fail to give any information or schedule, I am resorting to the parent company to see if anything could be done. It is a 10 store building and we have already payed nearly half of the value of the full contract without receiving any of the accorded deliverables.
  I would like your help in order to adress this issue and ask the REMOVEDbranch of OTIS to simply comply with the contract.
  Thank you

• Initial Complaint

  Date:03/06/2023

  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.

  Otis creates AUTOMATICALLY RENEWING contracts with NO NOTIFICATION of contract end or renewal. So, if you have a service contract with Otis, beware!
  I am a new manager at my company. I have been here a year. During that year, we were contacted by Otis sales rep that it was time to change the hydraulic fluid in our elevator. That would be a charge of $8,750 not including removal of the old fluid - so about $12,000 in all. We already pay Otis nearly $5000 a year for a service contract. So, After having another company take a look, and tell us this was not needed, we declined the service.
  Our billing cycle ends in March, so In January I contacted the company to respectfully decline the service to continue and they made me aware that a contract was signed in 2004 that automatically renews.
  They have not once reminded us of the rollover renewal - which after the initial 2 years, was every 5. So - we have been serviced by them nearly 20 years, how many managers do you think my company has been through since 2004? Several.
  Otis tells me they are not required to contact me about renewal. Even though it is the ethical thing to do. They want to charge me $7000 to get out of the contract. Why? They don't have equipment here - why would they need to charge me anything?
  Otis should let me out of this ridiculous contract - at no charge!

  Business Response

  Date: 03/06/2023

  Hello,

   

  We are in receipt of your concerns.  We will be in contact with our local team, including upper management
  regarding your concerns. Someone will be in touch with you soon. 

   

  Thank you,

  Otis Customer Care 

  Customer Answer

  Date: 03/13/2023

  
  
  Better Business Bureau:
  
  
  Otis will not allow us to get out of the contract at no charge until 2026. Their sales people find the time to contact us to sell us more services, but not to remind us of contract renewal - so unethical.

  They have agreed to change the type of service we receive to be a lower cost until the end of the existing contract, so we begrudgingly accept that resolution.

  
  
  Sincerely,
  
  
  
  REMOVED

• Initial Complaint

  Date:01/24/2023

  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.

  I do not have enough characters in this field to adequately explain the issues. I attached a write-up and the applicable invoices to properly explain the offensive situation.
  
  Thank you for your time and attention.
  
  REMOVED

  Business Response

  Date: 01/24/2023

  This complaint has been received and attachments and email was sent to the local team to be in touch.  Customer Advocate will give status update also as we are able.

• Initial Complaint

  Date:12/21/2022

  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.

  On 12/16/21 the REMOVEDsigned a contract with Otis Elevator for modernization of the elevator in our building at REMOVED.
  Throughout the process, which was completed on August 4, 2022, Otis demonstrated poor and contradictory communication, resulting in delays and overcharges.
  • On 10/20/20, Otis installed a phone to bring our elevator into REMOVEDcompliance. 6 months later, when we agreed to have Otis perform a modernization, that new phone was not compatible with the new control panel. Their response was to offer 2 free months of maintenance (on top of the 12 months free) to compensate for phone removal, a savings of $750 (vs. cost of $1,781.74).
  • No mention of an additional dedicated phone line was ever communicated to us by Otis.
  • No statement of work was ever provided. This should have identified the requirements for the Saratoga to replace the smoke detector and provide a dedicated phone line.
  • When the dedicated phone line issue was identified by the inspector, we were told that the line had to be run into the control panel; even pointing out the place where it would be terminated. Then, when the line was installed, the story changed to our only needing to have a phone line dedicated to the elevator, that the emergency phone and the fire monitoring could share a line.
  • Delays caused by Otis’ failure to communicate requirements resulted in two separate change orders, totaling $6,300 (an additional expense of 6.6%). This additional expense is unwarranted as the REMOVEDAssociation was not at fault due to Otis’ failings.
  • Since the modernization has been completed, we have had 11 service incidents with an average response time of 34 hours and 39 minutes. Clearly unacceptable for a building with only one elevator.

  Business Response

  Date: 12/21/2022

  Thank you for bringing this to our attention . I will advise the local team of this concern. We will be in touch in the following days.