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Business Profile

Home Elevators

Custom Home Elevator & Lift Co., Inc.

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Custom Home Elevator & Lift Co., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Custom Home Elevator & Lift Co., Inc. has 17 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    • Initial Complaint

      Date:10/20/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In January 2023 an elevator was installed in our church. To date Oct, 20th of 2023, it still does not operate properly. Our church has elderly and handicapped members in it whom have gotten stuck multiple times. We have weddings and funerals where grandmothers and grandfathers have to have their wheelchairs carried up the steps because the elevator does not work. I have called multiple times requesting the elevator to be fixed. The company sends one service tech out whom is afraid to get inside the elevator to try troubleshoot the operations fearing he will get stuck and nobody will be there to unlock the door from the outside. This has happened twice now. I left a voicemail requesting a call back once again two days ago. I have not heard back from them yet again. We have been extremely patient and have tried every measure to get this resolved but seem to be getting nowhere. Unfortunately I have no other choice but to contact the Better Business Bureau. If this does not resolve our issues I will be requesting permission from my board to seek legal action. Please understand I am left with no further course of action. If this company reads this, please call ****** ****** to resolve the issue. You have my number, just check your voicemail. ****** ******

      Business Response

      Date: 01/29/2024

      We apologize for the delay in responding, this matter has been resolved with the customer. Please let us know if you have any questions. Thanks.

      Customer Answer

      Date: 01/29/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

      The elevator still does not work consistently. It gets stuck at the place shown in the photo. I reached out to the company and was told that I would be contacted after the holidays to come out and fix the elevator yet again. This never happened.
      Regards,

      ****** ******

      Business Response

      Date: 03/15/2024

      We've been out several times, the last time was March 13th, we're waiting on parts and once we have those parts we'll return to finish the job. Customer is aware of the situation. Once everything's finished we'll be able to check the status remotely and stay on top of any issues. Thanks.

       

      David Hand

      Customer Answer

      Date: 03/18/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********. The business has ordered a part to be placed on the elevator for diagnostic purposes only in hopes that they will be able to find out why the elevator is not working. They attempted to install the part on 3/13/24 but was unable to complete installation. I am told they will be back to complete installation at a later date. The elevator is still not functioning.  After the installation of this part is completed it will still not be fixed as this part is simply a diagnostic tool, not a fix. I do feel that the company is attempting to resolve the matter but I would like this case to remain open until the elevator is fully functional. Thank you for your assistance in finding resolution in this matter.


      Regards,

      ****** ******

    Custom Home Elevator & Lift Co., Inc. is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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