Complaints

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:04/07/2023

  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.

  To Whom It May ********* am writing to file a formal complaint against TKE for their failure to provide the agreed upon services as per our contract. As a paying customer who has been using the company's ********************** maintenance services for over a year, I am extremely disappointed with the lack of follow-through on their part.The agreement clearly states that two visits for checkups per year are to be carried out, yet not a single one was done over the past year. Despite making payments for the entire year, no services were provided. We only became aware of the issue when the company finally did come out and informed us that the elevator was not working. When a repairman was sent to inspect the elevator, they failed to fix it, but still gave us a bill for the service.We immediately contacted the sales representative who we signed the contract with and informed him of our situation. We requested either a credit for the year of missed services or to have the following year comped, as per the original agreement. The representative assured us that he would call us back, but we never heard back from him. We sent follow-up emails but received no response.Frustrated by the lack of response from the sales representative, we contacted the corporate office about a month later. Someone eventually called us back and we provided them with all the necessary information. They assured us that they would look into the matter, but it has been several weeks now and we have yet to hear back from them.As a paying customer, we expect better service and communication from [Company Name]. It is unacceptable that we have had to pay for services that were never provided, and it is even more disappointing that the company has failed to address our concerns.

• Initial Complaint

  Date:03/14/2023

  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.

  Pacific ************** (***) went into contract with TK Elevator (TKE) on 5/17/2021 for design, manufacturing & installation of an elevator. TKE staff have been dishonest, evasive and attempted to bully *** with threats into submitting to their demands and increased costs. TKE did not inform *** that the elevator material arrived until much later and issued a change order to retroactively back charge *** for storage. To avoid storage fees, Contract allows for elevator materials to be stored onsite with a four-hour delivery charge. After two months of asking when they will deliver the materials and no response, TKE informs *** that if they deliver the material, it will be considered a mobilization, therefore it will cost us $3500 to remobilize to install the elevator. Contract states that after 10 days there is a $100/day storage fee, and if we want to store the materials onsite, there is a four-hour delivery charge. There is only a $3500 remobilization cost if they come for installation, and they have to pull off the job for any delays caused by others. *** should not have to pay any back charged storage fees when they did not notify us that materials arrived and should not have to pay remobilization cost if they deliver the materials to the jobsite.We believe TKE's *****************, Director of Operations for CA Region, directed staff to obtain more money if we want the elevator installed, knowing that we have already paid 75% of the Contract and it is a long lead item which is too late for us to get elsewhere.

  Business Response

  Date: 03/17/2023

  TKE and *** entered into contract on 6/23/21, based on contract execution, as the manufacturer and installation provider of the 4 stop hydraulic unit at the Waring Garden Apartments.  Throughout the project *** has been unable to maintain their project schedule, ready the site as detailed in the contract, or at a minimum, prepare the site for receipt of the material.  As outlined in the Material Release Form (attached) signed by ***********************, the original request was to have material on site as of June 1, 2022 and project complete by October 1, 2022.  Based on TKE's site visits and correspondence with site superintendent *****************, it was recommended that the unit be pulled from manufacturing as the site was not on schedule and the storage accrual cost would have been over $33k upon estimated site mobilization.  At that point the customer had agreed, to which TKE removed the unit from manufacturing and pushed to an October date at the customer's recommendation, while also absorbing the $5k pull back fee from manufacturing.  Upon receipt of material in October, and while also conducting multiple follow *** to assist in reading the site, the customer was notified in November (attached email) of the outstanding items as well as storage accrual based on contract and MRF terms (attached).  At no point from November to February had the customer requested early delivery based on re-mobilization cost outlined in the contract, or acknowledged the fact that the unit was accruing storage cost day over day.  Upon updating the storage cost and the local Operations Manager, ***********************, reaching out to the customer, the feedback was that they didn't feel they should be responsible to pay any storage, nor mobilization fee despite contract language as signed and agreed to by ************************  At not point did ************** take ownership of the inability to ready the site, re-familiarize himself with the contract terms, or reach out to Director of Operations ***************** to discuss.  Rather, the storage cost continued to accrue with minimal correspondence or acknowledgement under the precept that *** would not be responsible for cost.  To date the storage accrual cost is calculated at $15,295 and after receiving this complaint, ***************** reached out directly to ************** to gather understanding of the situation and negotiate a reconciliation. The mutually agreed upon settlement was that TKE absorbed 60 days of storage cost, as well as concede a portion of the storage cost, whereas *** would be responsible for $7,920 of storage delay costs.  Additionally, the site will need to be ready for installation and delivery of material, inclusive of being protected from the elements, by the week of 3/20/23 to avoid an additional storage cost.  Should either of those conditions not be met, *** acknowledges they will be responsible per the contract terms agreed to by ***************