Customer ReviewsforResidential Elevators, LLC

This is the worst company to deal with. On Christmas Eve after shopping, my wife and I were stuck in the elevator between floors for 45 minutes. After rising up the power inside the elevator went out. The emergency telephone line in the elevator didn't work. We were able to contact a neighbor because I had my cellphone with me. And 15 minutes later we were being pulled out of the elevator. After calling them I was told there would be a $695 to get a technician out to the house and they would call me back. As typical with this company, they never called back. They do not care about their customers. After several days of nothing I called this morning and was told that they cannot come out to look at the elevator until January 5th. They are also aware of the medical issues in my family where one member has difficulty using stairs. They do not care. The biggest kicker is that no other company can service the elevator due to proprietary software. Do not ever purchase an elevator from this company. You will regret it. I have asked to speak with an owner, and they will not allow it. I am currently trying to find another elevator company that can retrofit the unit and never use them again.

Mr. ************* are terribly sorry for this experience. The phone line needs to be activated for safety reasons as discovered by this incident. The phone company needs to give the elevator phone line service. The builder of your home ran a Cat5 or Cat6 phone line up to our controller that our elevator phone is tied into but it needs service from the phone provider. The lack of follow up and call back is unacceptable and being reviewed internally. It seems that your house experienced a power surge. The notes from the technician on 1.5.23: "Upon arrival elevator was stuck between 1st and 2nd floor. Elevator was not getting power at cab, cartop, or controller. Drive and both power surges had power. Cranked elevator up and checked voltages at 24v power supply. Power supply was not getting 120v. Inspected the issue was due to a blown main connection board. Changed out board and tested elevator. Checked over unit for any other issues. *** is active. Checked locks and safeties. Elevator runs as should no other issues."This account is now marked as "Medical Necessity" for future call ins. Our director of **************** will be calling you today to discuss your situation.

ABSOLUTELY DO NOT USE THIS COMPANY! I wish there was an option for zero stars. They are great at selling and installing elevators. Once they have your money the train comes off the tracks. We had one installed last year in our home in **************. It has been out of service three different times already and most recently almost 3 months and counting. This Company has you held hostage due to the fact that they manufacture their own elevators, and they will not let other elevator service companies buy parts from them. Apparently, they do not stock parts either because every time we have had an issue their call center says parts are ordered but it will be 4 to 6 weeks. I highly recommend reading additional ****** reviews as well as ******** reviews before making your decision to use Residential Elevators llc.

We have reviewed this service history and are terribly sorry for the frustration we have caused. We will have a technician, with parts, onsite Monday *****. Are you available this day? May we send parts direct to your home?Our manager in the area has looked over this work history and has identified an action plan to resolve your issues. Once this repair is done on Monday, the manager will swing by this month to conduct a full quality inspection of the unit.

Ordered 3 story elevator in Sept 2021 to replace existing 2 story elevator they said could not be extended. Elevator was delivered and placed in carport area below beach house. Installers wouldnt show up. After numerous complaints, they sent someone to install elevator about Jan 2022. By this time, the sheaves and unpainted parts are *****. Installer took more than a week and kept calling engineers trying to get it to work. After he released it as being serviceable, elevator popped going up and down and rubbed the elevator shaft. *** scheduled a technician to come out a week later and he was able to get it working after several hours of adjustment, but he had to order new sheave and cable. A few weeks later he came back and installed sheave and cable and had the elevator working. Due to hospitalization, we werent able to use it for over a month and when we tried to use it it stopped. Called and complained to REI and they sent senior installation team to work on elevator. After about 6-8 hours with 3 men, they were able to get elevator working. Next trip to beach house the elevator failed again. This time it was supposedly someone had brushed against Run/Stop switch enough to stop elevator. No one was standing near switch when it failed though. Next time the elevator would not work, the technician said it was the gate switch and asked if it was off the old elevator because it was an old switch, it wasnt.Next time we used the beach house, the elevator would not call to ground floor. Technician came out and covered the black powder coated structure with painters tape so elevator would not stop between floors. The most recent failure trapped my wife and I in the elevator between 2nd & 3rd floors requiring us to crawl out, not easy over 70. I called Monday 9/11 and told them it was broken again. They said they would have dispatch call me. Called Wed 9/13 and told them to have dispatch call. Received email, I am scheduled for 9/20.Filing DTPA suit.

******************,We will have a technician on your elevator 9.20.23.

Elevator wouldn't work. Service call fixed elevator however, was charged for preventive maintenance in addition to the fix when it was not requested. Company claims I did so I have no options. But why would I ask for preventive maintenance when the elevator wouldn't work. I simply wanted the elevator to operate. Since when is the customers word not worth anything.Be careful of companies that add on services not requested.

************** conducted a full preventative maintenance after the repair was completed. Typically, a preventative maintenance is only applied if requested by customer. Customer paid in full at time of service, and this is the first we are hearing of charge dispute. We are willing to work with customer.

Very sorry to have contracted this company to install elevator.After install (3 months ago) and waiting another month to have it inspected (cannot blame this 100% on them) it has been "in service" for apx. 2 months.Of this time, it has broken down now for the 4th time. With out of service days ranging from a few (2-3) to 10, with the newest one ongoing at 7 as I type, earliest date offered at this point is another 14 days out.This brings the equipment's actual running time to about equal its broken-down time.As it is not a luxury item in this case as I am ambulatory with only external stairs as much a danger as it is an annoyance. (company was informed many times of this)The "warranty" is amusingly counted from the install date, bad enough, but recent phone calls for service have come with the caveat of "there is your final balance outstanding" (10%) if we send a serviceman will you give him a check.Tied to this is the final paperwork from inspection has not been produced, nor has any billing been sent.Why would I be inclined at this point to pay them in full for a non-working undocumented item, all of 2 months old with a 50% broken-down record?BUYER BEWARE

Update from 6/03/2022 Well after a 12 day wait a service tech showed up took all of 5 minutes to turn the elevator back on. He informed us at the time that the sales rep would show up to put in a code to prevent this from happening again. Spoke to the rep noted that and also that the gate was jamming when closing (ok when opening) He asked about final payment, (2,100$) to which I requested my final paperwork (which was a separate 500$ charge) he responded that he would look into it, not to be heard from again. This brings us to date 7/18/2022 and can report that once again the elevator is broken down, though in fairness it did work for about 4 weeks. Have once again called company and rep (today) short leash to file a report yes, but feel they have earned it at this point. Should they fix it in a timely fashion I will note that in next update. Will update as things develop people should know what they are getting into before they make what all told is a about a 35,000$ "investment"