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

  #7 777-64 Avenue SE Calgary, AB T2H 2C2

• 

  Otis Elevator Company

  1908 Woodman Center Dr Kettering, OH 45420-1165

• 

  Otis Elevator Company

  1212 W Cass St Tampa, FL 33606-1342

• 

  Otis Elevator Company

  1931 Market Center Blvd Ste 127 Dallas, TX 75207-3338

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: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.

  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: 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)

  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:

  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 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.

  
  lchair. 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 

  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.

  
  
  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,
  
  
  
  ****** **********ested 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

• 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.

  
  
  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: 08/04/2023

  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.

  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,
  
  
  
  ******* ********

• 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.

  
  
  Complaint: ********
  
  
  
  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,
  
  
  
  **** *** ********

  dents 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 *** ****** **, signed by ***** ****** Our HOA is *** ******** ***** **** **** ***** ***** ******** **.

  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. 

  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.

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

• 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 ********* ** office. 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 #******** date 11/1/2022 customer number ********. 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. ***** * ******. *** ******* ********* ***** *******