Customer ReviewsforOtis Elevator Company

We have a contract with Otis which began in 2018. It automatically renewed in 2023. We have paid for services which have not been provided since March of 2022. We were assured that services not performed and violations as a result would be resolved. We requested that the contact be cancelled for non performance in January of 2024. We met with Otis representatives who made the same assurances as the previous year. They have admitted that the services have not been provided and inspections long overdue haven’t been performed. They have received payment for these services. They refuse to terminate the contract and are threatening to charge us for early termination. I seems to me this goes beyond breach of contract, it is fraud billing for services not provided and are furthermore trying to extort money from our nonprofit company to terminate the contract.

Otis is an incompetent company that cannot fix an elevator for the life of them. In my high rise condominium our one elevator has been down for almost 2 months and they keep saying they are waiting for parts. They come to fix it, it works for one day and then it’s down again. This is unacceptable work and they need to be accountable for their awful work.

Questionable (or outright fraudulent) back office billing practices. Charges for service calls for "full maintenance" customers on components that should be covered, while they are in an advanced state of failure (i.e. component running past their MTBF specification as per technician). Service manager will not authorize module replacement even though the failure mode, when it happens, will cause a customer entrapment. Billing office will claim "act of god", even though the responding technician(s) state otherwise. Office not refund the disputed invoices, and threatened to escalate to collection. Failing parts were allowed to remain in service due to the State of CA temporarily suspending elevator inspections for over a year. The state inspector agreed with me as to the fault when we finally had our inspection, and wrote it up in the report. But only after repeated being invoiced by Otis for about a year for this same issue. Scheduled PMs may have also been skipped during this time too. The "clipboard" was not updated. BTW, I am not referring to overtime or "fuel and trip charges" (another story). I fully expect to have to pay a different rate for after contract business hours. The technicians are competent. This review is about the back office billing and apparent company policy.

I would give less than one star if this was a choice. Our two floor elevator stopped working after Hurricane Ian. The technician came out and told us he didn't have the proper equipment/wasn't qualified to assess the damage. We did not hear from them again. We called to get a status and another technician was sent and he said the same thing. We called again and another tech was sent and still nothing was one. We wanted the car lifted so the water could be pumped in the pit. They sent someone on a Saturday and did not notify was until they were already at the building. We were then told that they did not bring the proper equipment to lift our particular elevator despite the fact they had been servicing our elevator for the entire 16 years we have had it. They left. We were then told that we need write them a check for 298,000.00 before they would do anything and that they needed to replace every part of elevator in case floodwater touched it. We are a small local business. We were also told that no one else could service our elevator because were under contract with them. They have been billing us 11,000.00 for the above service calls even though they did not do anything. The only people that I can discuss/dispute this with are our service reps. On multiple occasions, they assured me that they agreed that the bills were unreasonable and they would get them waived but their manager was out of town. This dragged on for months and then they just stopped calling me back. They really have been awful. Do not use Otis Elevator.

A****** ** **** I am an Operations and Maintenance Manager in a two-story building located in ***** *** we have an annual maintenance contract with Otis that doesn't cover any service. the services they provide are excluded and billed separately every time you need support for maintenance or repair. we pay a yearly fee of US$3,500. from July 2022 to June 2023. yesterday we received a letter from OTIS to pay a one-time impact fee of US$125. to help offset the unexpected cost burden related to logistic and fuel costs. We ask why we had to absorb the lack of planification and leadership from a company that did not respond to any calls or emails to deal with customers. this is a bad example of doing business in the United States, Better Business Bureau needs to take immediate action against this company.

We have an annual maintenance contract with Otis Elevator that we paid in full in May. In November we received an "invoice" for $125.00 stating a "logistics and fuel impact fee" due to inflation. The following is a quote from the letter that came with the invoice..." In lieu of a permanent price increase we ask that you pay this one- time impact fee to help offset the unexpected cost burden related to logistics and fuel costs." I took this to mean that they would like us to give them an extra $125 even though it wasn't part of our contract. We are a non-profit (church) and decided not to give extra money to a company that charges hunrded$/Hr. for repairs that are not included in our maintenance agreement. Otis sent the "invoice" to collections and we are now receiving letters from the collections agency. I have spent a lot of time waiting on hold with Otis and finally talked to a third party who said that I would be receiving an email from a supervisor to see if we can resolve this issue. Several days later I have not received the email. Besides this occurrence my experience with Otis technicians has been good and their service has been good. So my experience with the local operations has been good but Corporate seems to be money hungry with poor communication.

Otis marked up the cost provided by ****** ***** to Otis by 437%. It is normal for a provider to markup a 3rd party invoice (10%-15% is typical). Otis' markup is abusive & unprofessional. Our 12 unit condo assoc accepted Otis' reco to replace the hydraulic oil in our elevator, consistent w/their reco to do so every 10 yrs. This work is not part of our standard service & must be paid for outside the normal maint contract. Otis does not provide T&M costs for its services, they only provided a fixed price of 9,750 (later agreed to reduce the 1-time fixed cost to 9,250). The proposal included an addt'l optional fixed cost of 2,500 to remove & dispose of the oil according to EPA standards, after requiring the HOA to obtain an EPA number. Realizing there is no person in our HOA who could remove, transport & dispose of the oil properly, we agreed to pay the 2,500 fee. Otis did not provide any basis for this cost. We do not dispute the rationale to pay a fee for the removal / disposal service. Otis replaced the oil in our elevator on 09/26/22. They left 2 large heavy bags of dirty oily rags in our garage & did not return to pick them up, though the team that did the work should have taken their trash w/ them, rather than soil our bldg. Otis hired SK to come to our bldg 3 days after the oil was replaced (09/29/22). We asked the SK rep to take away the dirty oily rags left by the Otis but it was not his job. SK sent a copy of the $465.49 invoice they sent to Otis, to our PM company. We requested a credit from Otis since we had to dispose of their trash, & expressed our dissatisfaction about the outrageous markup on the SK invoice. Otis refused to offer any credit since we agreed to the 2,500 cost. I replied to the rep's email to say that if he had disclosed the costs & their markup, we might have considered an alternative. I report this egregious, abusive behavior by Otis in hopes that other customers will be informed of this unreasonable & unprofessional behavior.

I would not recommend Otis elevator service to anyone. Horrible customer service on every single level. They are not experienced enough. Rude. Dismissive. Otis technicians came out for a routine fire alarm inspection, and they broke the elevator. Over a month later our elevator is still broken. Since our contract is nearing an end, they have completely given up on trying to repair it. I've reached out multiple times to talk to someone other than our sales rep. They keep saying someone will reach out to me, but I have not heard from anyone. Otis is not equipped to work on ********* elevators, even if they tell you they have a technician with ********* experience. They will tell you what you want to hear just to shut you up

WORST CUSTOMER SERVICE OF ANY COMPANY I HAVE EVER DEALT WITH. STAY AWAY FROM THIS COMPANY.

Terrible business relationship Don’t pay their invoices. Don’t answer calls. And do not return voice mail messages. Been trying to collect for 2 years. Stay away from dealing with this company **** * * ********