Residential Elevators Review

I cannot recommend this company. From the first issue we had with the elevator we had difficulty reaching a person and it took days to return our call. Warranty work has taken months to schedule. We recently received a letter from the company telling us that if we continue to operate our 8-10 year old elevator, without immediately replacing many parts, we are risking serious injury, and or death. I think this is an inappropriate scare tactic being used to terrify people who are dependent on their elevators and it disgusts me. We called to ask how much the average age-related service would be and they would not provide a rough estimate and wanted to charge us for a service call to obtain a quote. We will be obtaining quotes from other companies to replace and upgrade all necessary parts with non-proprietary systems so that we no longer need to depend on this company for anything.

Not a good choice if someone in your household is handicapped and seriously depends on this elevator. Their estimate for my repair is a YEAR from my first call. It took several days just to get a service call scheduled then another three weeks for the technician to arrive. All he could do was measure the automatic gate & place the order.

After waiting 3 weeks without contact I called & was told the parts order had not been approved until over 2 weeks after the technician’s visit and it would take up to another 8 weeks to have the parts manufactured! I cannot say that Residential Elevators.

Extremely Poor Service - Avoid this Company at All Costs I cannot stress enough how terrible my experience has been with this elevator company. From start to finish, it has been nothing short of a nightmare.

I strongly advise everyone to stay away from this company and save themselves the frustration and inconvenience I have endured. My elevator malfunctioned on the 1st of the month, and I immediately contacted the company to schedule a technician's visit.

To my disbelief, they provided me with an appointment that was scheduled a staggering 30 days later. This inexcusable delay already showed a lack of urgency and respect for their customers.

Just when I thought the situation couldn't get worse, on the 26th day, I received a call from the company notifying me that they were postponing my appointment until the 15th of the following month.

This sudden change without any reasonable explanation left me speechless and utterly disappointed.

Finally, on the 15th, a technician contacted me via text message, informing me that he had too many tools in his vehicle and needed to return them to the office before he could come to my place. He promised to visit the next day.

The next day came, and after waiting for six long hours, I reached out to him, only to be informed that he couldn't make it and that I should reschedule with the support line. It was beyond frustrating to be given false hope and left hanging without a functional elevator.

I contacted the support line once again, but my attempts have been futile so far. It has now been a staggering 60 days since my elevator went out of service, and the company has shown no signs of resolving the issue or providing any satisfactory assistance.

This level of negligence, unprofessionalism, and complete disregard for customer satisfaction is unacceptable. No one should have to go through what I have experienced with this company. Spare yourself the headache and choose a more reliable and customer-oriented elevator company.

Agree with above reviews 100%. Their customer service is the worst. Almost impossible to get someone on the phone. They disconnect or just hang up. Couldn’t get service for over a month.

I’m afraid to get in the elevator anymore as it is so unreliable. Hoping to find someone else to do servicing. Can’t believe BBB gave them an A+ rating.

Purchase and installation went acceptably. The sales rep those many years ago was attentive. Operation is acceptable IF AND ONLY IF you are not elderly or a kid. There are times you must employ cool problem solving when the door locks up.

Since buying ours some years ago, service has declined. Service technicians turnover frequently. The ones on duty ask forgiveness that home office constrains their service visits.

Most recently I called home office customer service because our elevator locked up and I needed a priority service visit. I am considerably handicapped and can’t use the stairs in our home. With difficulty I reached the customer service rep in charge of my state.

The attitude was company centric (what we’re willing to do) versus customer centric. I was told on the 6th of the month that even though I thought it was an emergency, being handicapped and unable to negotiate stairs, the first they could come was the 31st of the month. TWENTY-FIVE days!

"That’s the best we can do” I was told in a ho-hum manner. I don’t know anything about Residential’s current competition but buyer beware on all. As being in the cab and the door won’t open is a panicky feeling. And not having service which can’t respond for three weeks (and service rep who could give a rip) leaves you feeling very alone.

Do not buy an elevator from this company!! Recently bought a two story house and decided to put in an elevator so we could more easily access the second story and make it possible to age in place. My contractor recommended based on prior experience with this company.

Unfortunately much has changed about this company, the sales person who was in charge of managing the build left the company and no one followed up with us for months and only then because I called multiple times leaving messages with everyone from sales, service and human resources.

When the installation people came out they said there were mistakes made in the design of the shaft (which was ok'd by previous sales person). That cost us in terms of money, more than $3000 and time.

The installation was finally completed and then it breaks, we wait over two weeks to get service and it works for four days. We wait another two weeks and no one shows up to repair it. I have had to withhold payment and I am requiring that they put in writing they will service at their cost any problems we have.

So far no one at the company is responding except to say "that is not my job". What a nightmare! I have around $50k tied up in this project and it doesn't work.

How can a company who is supposed to be providing an ADA product/service be allowed to continue their business when they leave people literally stranded without any follow up.

DO NOT USE THIS COMPANY. I have multiple properties that were built/spec’d with elevators. I used Residential and a competitor. Residential was not very good on the front end but my complaint is about the ongoing support.

The company issued a recall in November stating the elevator is unsafe affecting an elderly handicapped tenant. I have placed dozens of calls to try and schedule the component replacement.

They never return messages and have failed to frankly do anything when I “catch” someone answering their phone. They have left me no other option after six months but to take legal action.