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Business Profile

Elevator Installation

Western Carolina Elevators

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Elevator Installation.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/12/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Two installment payments have been made. We have now been advised after many months of asking, that installation will cost $12,000, not $8000. While installation has been promised no outreach has been made after daily assurances. I have no confidence that this company is actually a going concern. The website telephone number is no longer connected. the owner only communicates via text.

    Customer Answer

    Date: 01/17/2025

     
    Better Business Bureau:

     

    the company did send someone out to install the final parts so the job is complete.  again, I think the company needs to be flagged as problematic - no a going concern and very difficult to work with

     

    many thanks

    ******


  • Initial Complaint

    Date:10/19/2023

    Type:Order Issues
    Status:
    Resolved
    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, May 3, 2023, ***********************, employee of Western Carolina Elevator Company of ****************************************************************************** *************) visited our home at ************************************************************** to determine if our existing elevator shaft would meet the requirements for that company to install an elevator. After measuring and visually inspecting the shaft, **************** assured us that the existing shaft was suitable for Western Carolina Elevator Company to proceed with this installation. Based on this assurance, we had **************** draw up the contract for the amount of $27,845.00, to include construction and installation of the elevator. We paid him $10,000.00 by check. On August 14, 2023, we sent an additional check in the amount of $10,595.00 in response to Western Carolina's invoice dated July 26, 2023. We hired a contractor to make the necessary modifications to the shaft to support the elevator. Discussions between our contractor and the "production team" at Western Carolina Elevator revealed that the existing shaft does NOT meet the size requirements for this installation. At no time did our contractor make any modifications to the shaft. **************** had mismeasured, and in fact admitted as much to our contractor. On August 25, 2023, we requested a full refund of $20,595.00, as the company is unable to fulfill the terms of the contract. As of today, we have been denied a return of our money. Their last offer was to penalize us with a ten percent "cancellation fee". This is unacceptable, as this dispute is entirely of Western Carolina's making.Since our initial discussions with ****************, we have been dealing with *******************************, Account Manager ************************************** or ************ TEXT ONLY). This is the only contact information we have, as she will not speak directly with us. We have also emailed the owner of the company, *****************, ********************************* and have not had the courtesy of a reply.

    Business Response

    Date: 11/03/2023

    Western Carolina Elevators has reached an agreement with Mr. and Mrs. *****

    Customer Answer

    Date: 11/06/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    Thank you. 

  • Initial Complaint

    Date:05/10/2023

    Type:Order Issues
    Status:
    Resolved
    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.
    Original Contract signed with a $10,000 deposit on 10/26/22. Full payment of an additional $10,395 made on 1/9/2023. No follow up on installation, no one will return calls. I have a feeling they are taking funds as a fraud and have no intention of providing the product that was fully paid for. Installation address: ******************************************************************************

    Business Response

    Date: 05/11/2023

    Good afternoon,

    Our company sent the required measurement forms needed to schedule installation on November 17th, 2022. When ************ paid his equipment payment on January 23rd, 2023, we followed up 2 days later on the progress of the required forms for installation.  We received the completed forms from **************** builder at the end of April 2023. We then reached out to ************ and his builder on 05/04/23 to let them know that we had received the forms and to let ** know once they had their landing doors were installed, a requirement for the elevator to be installed. They responded on 05/05/23 letting ** know that the doors were in and we then sent a virtual link to the contractor yesterday and replied to ************ today, 5/11/23.  Once the virtual inspection has been completed, we will then schedule ************ for installation of his elevator.

    Thanks,

    Western Carolina Elevators

    Customer Answer

    Date: 05/11/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

    I will follow up with your organization if we require additional follow up help. We greatly appreciate your help, they will not return phone calls and their mailbox is full, it has been rather frustrating.

    Thank you. 

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


  • Initial Complaint

    Date:04/21/2023

    Type:Product 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 submitted a $10,000 deposit after the company came to the site and measured the stairway to ensure an elevator can be installed. They assumed me in email that the specified area will fit a certain sized elevator. I signed a contract and paid the $10,000 deposit. After many reviews and discussions with builder and structural engineer it was determined the elevator cannot fit in specified area. I requested a refund and they initial said it was mailed and returned, then said I would have to take $8000 for a restocking fee, then sent a legal document saying I would only receive $7000. I am asking for the $10,000 returned as heir assurances that it could be installed is incorrect.

    Business Response

    Date: 04/24/2023

    Good Afternoon,

    Western Carolina Elevators sent **************** a cancellation agreement on 1/18/23.  Once we receive the signed cancellation agreement, we will promptly refund **************** his paid amount less restocking fee.

    Thanks,

    Accounting

  • Initial Complaint

    Date:04/05/2023

    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.
    Have Paid in FULL for elevator- promised install date MONTHS ago - NOW after $25K no calls or responses. Install lead says "owner ******** has taken point" and gave me her number - phone rings, goes to VM and mail box is full. Guess the sheriff and attorneys are next in grand theft / scam?

    Business Response

    Date: 04/24/2023

    This response was provided verbally to BBB.

    We have worked out an agreement with ****************** and his elevator will be installed by a third party we have recommended.  It is our knowledge that ****************** is content with this outcome and will be receiving his elevator as planned. 

  • Initial Complaint

    Date:11/21/2022

    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.
    They installed a bad elevator at my sister's house in *************, ** First time she got stuck it was because they installed a bad/cheap door Then they charged her to come back out and installed a new one-The tech said the first door should have Never been installed!She just got stuck again last week just before her knee surgery and had to call the police to get her OUT! Now they told her it would be at least 2 weeks before they would come out-She had knee replacement on last friday and she had to move out to stay with family because she can't get into her own house!!

    Customer Answer

    Date: 11/21/2022

    I will fax a copy of invoice and sister's name is *********************

    *** was through my brother *******************

     

    Thank you, *******************

     

     

    Customer Answer

    Date: 11/22/2022

    ********************* my sister paid them in FULL

    Business Response

    Date: 12/07/2022

    This response was provided verbally to BBB.

    The company does not recall a customer by the name of *********************. If the complainant can supply additional information like a copy of the contract.

Western Carolina Elevators is NOT a BBB Accredited Business.

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