Otis Elevator Reviews 460

I would less than 1 star if I could
We have 4 lifts in our building
1 has been out for about a year
One stuck on level 20
One stuck on level 12 and this is our fire emergency lift
And one is operating for a building with 450 apartments 700-800 residents it’s disgraceful the service and standard expected.

Shocking service.
Lift out of order at care home, promised attendance, no show then was told engineer was on site but wasn’t.
Promised call back with an update, nothing.

Lifts break down at least once a week. Total shamble.

I would give no star or even minus if there is an option. I am a resident at an newly built apartment block with Otis lift installed, and the lift has been faulty for 2 months now. I would never have thought that a lift would be faulty requiring a good amount of repair work in less than 2 years after being installed, and it is still not fixed after two months. The customer service 0800181363 is useless, incapable of providing updates and communicate to customers. The customer service asked me to contact the relevant team managers instead, and of course none of them I can get hold of. Home owners, avoid buying a property with OTIS lift at all costs!!!

Do Not Use, if I could give them no stars, I would. We were charged for twice yearly services without them coming out to our premises. We said we wouldn't pay the invoices without the completed service reports and they just sent debt collection agencies to recover the money for work never completed. Emailing them is no use as they don't reply, when I telephoned, there was noise that sounded like a day nursery in the background. When I tried to cancel and close our account they were evasive and when I finally got through to someone, I was told that I would have to speak to our 'sales manager' to close the account. This is a person I didn't even know existed and have never met. They renewed the contract at the start of this year without even getting in touch with us, no one from my company had signed any paperwork, and on looking around in the market place we found we were being very overcharged. I have still had no confirmation that account has been closed and despite best efforts there has been no contact from them.
The company we have in now was appalled at the state of our lift and couldn't see how it could have passed the inspections Otis had signed off on (when they eventually turned up)
I would not use them again and I would not recommend them to anyone.
Very annoyed

Approached by Otis UK to work for them...2 weeks later told unsuccessful.Terrible,they approach people to come and work for them then say sorry.No wonder their engineers are leaving them in huge numbers.

Terrible. Very rude, no communication, and complain about their own work load. Avoid at all costs.

I would give less than one star if this was a choice. Our two floor elevator stopped working after Hurricane Ian. The technician came out and told us he didn't have the proper equipment/wasn't qualified to assess the damage. We did not hear from them again. We called to get a status and another technician was sent and he said the same thing. We called again and another tech was sent and still nothing was one. We wanted the car lifted so the water could be pumped in the pit. They sent someone on a Saturday and did not notify was until they were already at the building. We were then told that they did not bring the proper equipment to lift our particular elevator despite the fact they had been servicing our elevator for the entire 16 years we have had it. They left. We were then told that we need write them a check for 298,000.00 before they would do anything and that they needed to replace every part of elevator in case floodwater touched it. We are a small local business. We were also told that no one else could service our elevator because were under contract with them. They have been billing us 11,000.00 for the above service calls even though they did not do anything. The only people that I can discuss/dispute this with are our service reps. On multiple occasions, they assured me that they agreed that the bills were unreasonable and they would get them waived but their manager was out of town. This dragged on for months and then they just stopped calling me back. They really have been awful. Do not use Otis Elevator.

My building’s elevator has been out of order since the 3rd of June. The repair date has been pushed back a few times now. We need to wait another week and a half for a fix. In total, the wait time is looking like it will be a month at best. This is not acceptable. There are over twenty flats in the building and 8 stories to climb to get to the top floor. Yet meanwhile, OTIS has told us that their response times are only measured on when they first get called out to an incident, not how long it takes to repair.

I got stuck In an otis gen 2 elevator for around 2 hours engineers was not picking up any calls alarm was very anoyying and making me panic more and It was very hot In there.

Escalator at the Co-op Chipping Norton out of action AGAIN. More than a week this time. It breaks down with regular monotony. Surely the engineering can be improved?

Well have been trying to get a quote since mid - november.. numbers are either disconnected, no answer, left message, even with now the state manager and 1 week later still no answer and a new message. Try this phone number and press 5, number is not connected. It is almost funny how difficult it is to obtain a quote.. Finally mid december got them to come out to view and then were going to send me the quote the following week. That did not happen, i appreciate it is X-mas and new year, but it is over a month later and still i cant email or speak to anyone. I cant tell you if i recommend as i can't get a quote for them to do a job, but i do suggest that you take a week off and call them each hr daily on various numbers until you can get a response. I think it is now 5-6 different people who have not called me back now, so its not even one unorganised person. Never used them before, so can't be personal.. at a loss...

DOUBLE check your Otis contract carefully - They claim NO LIABILITY for consequential damages, special or consequential losses.
They might also LIMIT 3rd party claims to 25% of the contract value.
It might be a standard practice for Otis, but DOBULE CHECK your contract.

Our personal experience has been that there is delay from Otis at almost every step and the contract absolves them. This ALMOST ALWAYS results in consequential damages. We were under the assumption that it's a reputed company and they might stick to their timelines and safety precautions but it was a lesson hard learnt for us.

If you are a developer or a builder or just want a lift for your home, my Lawyers advice has been to make provisions for:

1. Delays upto 12 weeks from the promised date of completion. Almost always include a liquidated damages clause if you foresee a significant consequential loss from delay of delivery or execution.

2. Inadvertent 3rd party claims which might occur. Please note that Otis's contract MIGHT limit the contract value so the developer/builder might be held accountable for 3rd party claims.
Eg of accidents from Otis are listed below:
Could not paste any links due to trust pilot's limitation

OTIS MIGHT CONTRACTUALLY LIMIT THIRD PARTY CLAIMS- PLEASE DOUBLE CHECK.

My company award them PO for total replacement project, it already a year, not yet complete, incompetent staff, delayed project schedule, no urgency.... it's really suck. Not recommend

We had a horrible experience today, we live at Avalon Community I’ve been stuck in a Otis elevator for about hour and half, one of us over 80 years old women, who got really sick, after we called the emergency number in it and after several attempts someone named Melissa answered the phone sounded sleepy, playing games that couldn’t hear us asking the same question over and over again, just ingnoring the emergency call a elevator business should be taking care more seriously, people can get hurt in it.

I'm a building manager and we've been dealing with OTIS for years.
Their service turned from bad to absolutely WORST!
Elevator in one of our building constantly breaks down. Mind You the building is only 3 y.o.
Techs come, spend 5 minutes resetting it and then it breaks down within a few hours after they leave. I place a service request again and then have to wait for a few days for them to come.
Right now elevator is not working (down since last Saturday) and today is Friday. OTIS said they won't be able to send techs till sometime next week!
We only have one elevator and older people and people with infants suffer the most not mentioning residents who move in and out with furniture and such but OTIS doesn't care!

AVOID AVOID AVOID!!!
Safety Hand Rail Been missing off our lift for years
Can't get Any Service from this company to come out and repair -

We have been using Otis elevator for years and couldn't be happier. They are always on time, and very respectful of your time. They are very thorough, prepared, and expert in their repairs. If you're lucky enough to live in the Ellicott City, MD area, ask for Randy Roberts, he is absolutely the best and has superior customer service skills. It's employees like Randy that will keep me a loyal Otis customer.

Appalling service on a commercial lift. The engineers do not turn up when stated, the regular service visits do not go ahead and more dangerously, reports are incorrect. A report received stated a lift was safe to use, however, it had been noted as requiring urgent repair. If we had trusted the written report received we could have a serious safety issue on our hands. Repairs are charged for, then the same repair appears on the next service visit (was work carried out??). Constantly blaming other lift providers. Please, please avoid. How they are still operating is beyond me. Lengthy delays on replying to queries despite the huge annual contract fee. Extremely poor service.

Your customer service in the UK sucks, your operator shadiya was so rude today on the 31st of October 2021, I am on the wheel chair and she was racist to help me. I will be taking this to the officials and report Otis company to the action fraud and Met police. This is the racist case and you and your company have been reported and the general public should know about it.