ComplaintsforCharleston Home Elevators

• Initial Complaint

  10/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  5/4 Initial visit Remi/ Charleston Home Elevator (CHE) 5/30 signed and sent contract with $10,000 deposit. 6/5 CHE stated we owed 2,205 more. We stayed our ck had cleared for $10,000. 6/14 All work that needed to be completed on the elevator shaft by homeowners contractor and electrician was complete. Contacted Wes at CHE to tell him ready for walk thru. After multiple times trying to get in touch w/ him, finally had date set for walk thru 6/27. Wes cancelled the morning of. 7/25 , nearly a full month since walk thru had been cancelled, Wes came for site visit. Paid equip payment of $9745. Heard nothing for full month. 8/28 Growing concerned, started reaching out to get confirmation on installation. Difficulty getting responses. 9/12 Finally given number for Michele P., owner of Remi Elevators. Who is affiliated with CHE. She did not respond until second message was left a week later. 9/19 Michele asked if inspection had been done. We had been ready for inspection since 6/14, didn’t actually get scheduled until 7/25 and on 9/19 we were being asked if it had been done. 9/29 I followed up for install and was told Wes was no longer on project. My contract was signed by him and I’d given $ to him. I’m now to work w/ REMI Was told prices are now very high and install had gone up to $10,000, a $3500 increase from quote. Asked me to sign change order for price. I will not sign a change order for additional expense. The hold up for production/ installation was all due to CHE and Remi as homeowners quickly completed preparation of shaft and continually attempted to keep both CHE and REMI on schedule. Sent email stating want installed and operational elevator by Oct 31 at quoted price giving deadline for them to respond to request. They did not begin responding until after set day. Now states she will do for $8000. At this point I no longer trust this company. Still don’t have date and have not been provided with insurance/ licensing documentation of installers.

  Business response

  10/17/2023

  Good morning, this person does not have a contract with Remi. Their complaint needs to be taken with the company they purchased from and removed from our profile. Please ask them to provide a contract to you. Please let me know if you need anything else from me.
  
  Thank you! 

  Customer response

  10/18/2023

  Contract signed for purchase and install with Charleston Home Elevators. 843-991-8291

  wes@charlestonhomeelevators.com

  4000 Faber Place Drive Suite 300

  N Chs SC 29405

   

  Business response

  10/27/2023

  Charleston Home Elevators has reached an agreement with Mrs. N****** to install her elevator. 

  Customer response

  10/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  The agreed upon resolution says elevator will be installed by the end of January at the original quoted price.
  Sincerely,
  
  Lisa N******

  Customer response

  01/22/2024

  We entered a contract in May of 2023 for an elevator at our residence. We promptly made sure all requirements were met at the residence for the installation. Have still not had a date set for installation. At one point installation was discussed at an inflated price from original contract. We do not want to close complaint until elevator is fully operational and installed. We have paid for the elevator in full.  Complete project or full refund.

  Business response

  02/07/2024

  On or about May 4, 2023, Ms. N****** contracted with Charleston Home Elevator to purchase a custom-made elevator for installation in their house for an agreed upon price of $26,245.  Pursuant to the contract, Ms. N****** owed a deposit of $10,000, an additional payment of $9,745 upon shipment of the equipment, and a final payment of $6,500 upon installation. Ms. N****** paid the deposit and equipment costs.

  Ms. N****** requested that the Charleston Home Elevator representative complete a site visit to her home. Although a site visit was not necessary to complete installation, Charleston Home Elevator agreed to do so. This request contributed to a delay in the installation of the elevator, on the behalf of Ms. N******. 

  Charleston Home Elevator attempted installation of the elevator in September 2023. Charleston Home Elevator informed Ms. N****** that the installation had increased due to a rise in labor costs, and a change order was submitted in the amount of $10,000. Ms. N****** refused to sign the change order. Ms. N****** proposed installation of the elevator by a third-party installer of her choosing. Charleston Home Elevator agreed to this proposal, but Ms. N****** was unable to secure an installer.

  Charleston Home Elevator is currently negotiating a cancellation of the contract. Although Charleston Home Elevator's contract with Ms. N****** provides that the deposit is "non-refundable upon cancellation of this contract," Charleston Home Elevator has agreed to refund the entire payment made by Ms. N******, subject to a 10% restocking fee. Charleston Home Elevator expects that this matter will be resolved shortly.  

  Customer response

  02/07/2024

  Complaint: ********
  
  I am rejecting this response because it does not include factual information of which I have documenting paperwork about the stated necessity of a walk through prior to installation and a date for installation was never set. Customer also never stated they would hire third party for install. This was proposed by Charleston Home Elevators to us as an option. I did call around to see if there was a local installer and discovered difficulty in finding  anyone to warranty the work when they themselves do not  sell the elevator or have a relationship of good faith with this company, therefore they would not be willing to install. The company said per their contract that installation may be subcontracted to an authorized third party installation company by CHE. I have never received any goods or services from Charleston Home Elevator and will not pay a restocking fee. 
  
  Sincerely,
  
  Lisa N******

  Business response

  02/20/2024

  Charleston Home Elevator requires a virtual inspection performed prior to scheduling an installation at a customer's home. However, the requirement for the virtual inspection does not necessitate that Charleston Home Elevator perform the inspection. An inspection can be performed by a third party. Ms. N****** requested that the Charleston Home Elevator representative perform the inspection in person.
  
  Pursuant to the terms of the contract, Ms. N****** attempted to locate a different entity willing to install the elevator within Ms. N******'s timeframe. Unfortunately, Ms. N****** was unable to locate a company willing to install the elevator within her timeframe. Charleston Home Elevator is committed to resolving this matter. As a result of this transaction, Charleston Home Elevator ordered and assembled a custom-built elevator to fit Ms. N******'s specifications. Despite delays beyond Charleston Home Elevator’s control—and even though the elevator purchased by Ms. N****** was custom-built and will result in a financial loss to Charleston Home Elevators— Charleston Home Elevators is willing to refund a majority of the amount paid to it for which Ms. N****** has not already received a refund.  Charleston Home Elevators will agree to the requested refund, minus a 10% restocking fee. 

  Customer response

  02/20/2024

  
  Complaint: ********
  
  I am rejecting this response because it is not accurate to the details of case/contract.
  
  Sincerely,
  Lisa N******

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