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Business Profile

Elevator Service

H.E.R.M. Incorporated

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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  • Initial Complaint

    Date:10/30/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Copy of last email says it all…
    Dave— the purpose of this email is to document the record to date of my elevator repair…1. On 10/18/2025 you sent me an email, stating in part…“”based on what you have told me I think we should be able to check out the elevator and get it up and running properly.“ On 10/22/2025 your company sent Rich, who I latter found out is a subcontractor for HERM to do the repair. Rich told me that the problem was bad rollers which needed to be replaced or repaired. subsequently you were unable to secure the necessary rollers from the manufacturing company because you are not an authorized service shop. I was also unable to secure the rollers because I was not in the trade. Your email to me of 10/22/2025 outlined several options available to me, including the last one which said that Rich could repair the existing bad rollers at time and material. On 10/24/25 my email to you said I would make a decision shortly between repair and replacement, but that I needed the price that he would charge for Rich to do the repair. I was disappointed to read your 10/26/20 25 email to me recommending that I hire Accredited to do the work. Additionally if I wanted to do the repair, your email explains that Rich is a subcontractor and “he would do the repairs on his own“. The agreement would be between Rich the individual and me—not HERM and me. So where do I stand? 2. I was charged $615 for the service call and $230 for a warranty, a total of $845, and then was told that I should get another company to do the repair. In good faith I paid your company this money on the same day Rich came to my home. I upheld my part of the agreement by paying you, but you did not/could not hold up your end. Therefore, please use this email as my request to refund my $845. it is NOT reasonable that I must tack on your very high “diagnostic fee“ of $615, to the fees I must pay another elevator repair company.Please let me hear from you at your first convenience. **** ******

H.E.R.M. Incorporated is NOT a BBB Accredited Business.

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