ComplaintsforResidential Elevators, LLC

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a residential elevator that was installed by this company in my home. The elevator is not working and I notifed them back in AUGUST as to the problem. They have yet to come and repair it. Instead, they continue to make service appointments a couple of weeks in advance and confirm the appointment the day prior. Then, on the eve of the appointment, they send an email with a cancellation and a new date for a few weeks later. They offer no explanation for the cancellation and never even call to advise or explain. We continue to take off of work in preparation for the appointment which is then cancelled with no reason given. Each time this happens I call them and they promise me that the next appointment will take place. It has yet to happen. They just now cancelled my appointment for early tomorrow morning after confirming it earlier today. This is the FIFTH time. This is unacceptable and unprofessional and I have had enough. They should be held accountable for the way that they conduct business. I need the elevator that they installed repaired. I know this is a luxury item to have in a home but we have it for a reason and need it to be operational. Thank you.

  

  Business response

  10/31/2024

  We understand the frustration caused by the changes in appointment dates. We were able to confirm that an appointment is now scheduled for November 7, 2024, and we have informed the customer of this date. We have also provided context on the prior rescheduling, and we have conveyed to the customer that this account will remain a top priority. Our team is committed to ensuring a smooth experience as we move forward with customer, with the goal of achieving complete satisfaction.

  Customer response

  10/31/2024

  Yes, they called me this morning and scheduled an appointment.  They are very good at scheduling an appointment.  The problem is that they cancelled the last 5 appointments.  I would like to keep this open until they actually show up as scheduled on 11/7/24.  If they do then I will close out the complaint.  I believe that this is the proper way to handle the issue.

  Thank you.

  Customer response

  10/31/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22494572

  I am rejecting this response because:

  Yes, they called me this morning and scheduled an appointment.  They are very good at scheduling an appointment.  The problem is that they cancelled the last 5 appointments.  I would like to keep this open until they actually show up as scheduled on 11/7/24.  If they do then I will close out the complaint.  I believe that this is the proper way to handle the issue.

  Thank you.

  Regards,

  ***** ******

  

  Business response

  10/31/2024

  We look forward to completing the service on confirmed date provided today, and will await our customers update regarding. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company refuses to repair an installation error for an elevator they installed. I have an elevator shaft with a foot of hydraulic oil that I have been trying to get them to repair since May (3 months now). I have had a total of 6 appointments now be rescheduled without telling me. Now I am scheduled for this morning and the tech did not show up. I was scheduled last week and the tech showed up without the parts. I am in ********** and their call center is in *******. I call and wait for 45 minutes for the call center employees to have no idea what I'm talking about with no notes or history on my file. The manager is unhelpful as well as she does not know how to manage her team whatsoever. She has also rescheduled my appointment time without letting me know or confirming with me.

  

  Business response

  09/03/2024

  I have called the telephone number within complaint- ************** - to reach ********************** and left a Voicemail today with my direct contact information. We have completed with full resolution the last appointment scheduled on 8/20/2024, and there have been no issues reported since. ********************** is also not the named account holder, however a copy of the Service Report for the 8/20/2024 visit has been emailed to the account holder's email address. This matter shows resolved. 

   

  Thank you, 

  ********************************
  Director, Customer Service
  Phone: **************
  Email: **********************************
  Mailing Address: *********************************************************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Residential Elevators performed the first maintenance check of our elevator on 6/23/23 and the technician said that the rope was twisted & he will order a replacement, but didn't say there were any issues with using the elevator. On 6/30/23, our elevator completely stopped working and when we call customer service, they said it was due to the twisted rope and they were waiting on the part to get delivered to the warehouse and they would schedule a follow up appointment. I asked if they can send someone to check the elevator to make sure that the issue was truly the twisted rope and nothing else, but they refused. On 7/6/23, they scheduled the follow up appointment on 7/21/23. The morning of 7/21/23, customer service emails me to tell me that it's a two person job and one of the technicians didn't show up to work so they have to reschedule to 8/1/23. By this time, I have a called customer service a few times to speak to a manager and they say a manager will call, but they never did. I called customer service again on 7/21 to complain about the last minute cancellation and customer service argues back with me. I email our community service manager to ask if we have any other options to fix our elevator and they reached out to a Salesperson who called me explaining he would escalate the issue. On 8/1/23, the same day as our appointment, the technician calls to say that they don't have the tools to fix our elevator so again they need to reschedule. Customer service said they have to physically mail the tools from ******* to **********. I contact the Salesperson and our community manager again to let them know how frustrating this experience has been with the last minute rescheduling, poor planning & lack of communication. They say they keep escalating and someone will contact me, but I have to keep reaching out to them for an update. Our appointment is now scheduled for 9/14/23 & who knows if that will remain. I want a refund & for them to fix our elevator.

  

  Business response

  08/22/2023

  *** *******

  We are terribly sorry for the delays this ordeal has caused you. The entire repair bill will be waived and we will refund the $425 you have paid so far. The parts required as well as the tools are in market. We are working to mobilize a team as early as this week. We are shifting schedules around quite a bit to accommodate your request. The appointment is still on for 9.14 and you will hear from me later this week with an updated timeline.

  
  Thanks,
  Residential Elevators

  Customer response

  08/28/2023

  I have not received the refund nor has anyone from Residential Elevators called me to provide an update if our appointment can be sooner than 9/14/2023.

  

  Business response

  08/29/2023

  The refund for $425 has been issued as of Aug 29 at 3:30:53 PM EDT. It will take 3-5 business days to post back on your credit card. Sept 14th repair is still confirmed. We are still working to move this up. 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was a recall regarding the door gap (between closed door and elevator grating. I filled out all paperwork a year ago which included measurements. I have made multiple phone calls and been told by their representative that someone will call me back - never happened. This is a safety hazard that Residential Elevators acknowledged via the recall and said they'd send, free of any charge, the space guards. Secondly, we put in a service request several months ago case #067370. After waiting for months the appointment was cancelled on the day of. Unfortunately no other elevator repair company can work on these elevators. I have elderly family that CAN NOT do stairs and literally have to crawl up the stairs since the elevator has been inop.

  

  Business response

  07/14/2023

  Mr. ********
  

  We apologize for the miscommunication on our end that has called you delay and inconvenience. Our customer service manager spoke to you yesterday and we will be sending one of our techs to your come on August 8th. He will verify door gap measurements and repair your elevator.

  
  Thanks you,

  Team Residential Elevators

  
  

  Customer response

  07/18/2023

   

   Complaint: 20317091

  I am rejecting this response because: per the business reply an appointment was set for August 8. Today ****** showed up unannounced to perform repair??? Unfortunately we are 5 hours away. This company is unprofessional and inadequate. We need a firm appointment date for repair and gap guards for recall.

  Regards,

  **** *******

  

  Business response

  07/20/2023

  Our customer service representative was communicating that we had ****** in the area. You appointment is still set for August 8th. We were trying to help out and respond quicker than we originally thought. Your appointment is August 8th. 

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was a recall regarding the door gap (between closed door and elevator grating. I filled out all paperwork a year ago which included measurements. I have made multiple phone calls and been told by their representative that someone will call me back - never happened. I have sent multiple e-mails (nearly one every six weeks) with no replies. This is a safety hazard that Residential Elevators acknowledged via the recall and said they'd send, free of any charge, the space guards. I have attached the initial receipt of the form for the door gap guards

  

  Business response

  03/30/2023

  This request for space guards was fulfilled on 3/29/2023. UPS Tracking #: ******************

  
  We apologize for the delays. 

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Took a $6500 deposit to perform work on our elevator and then didn't perform the work. Refused to refund the money.

  

  Business response

  12/01/2022

  The project has been drawn out and we were not able to complete the work due to issues on our part as well as *** ****. There was more info we needed from the Field after the initial visit and this ran issuance of the work order behind. Additionally, the house was under construction/renovation and we realized later on 10/24 the client/GC did not have the newly hung doors properly prepared for the install of the elevator's safety mechanisms. We had a Technician by the site, free of charge, on 10/24 to instruct tradesmen on the prep. As the project required a team, scheduling was behind and it took longer than expected to get it on the calendar.

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