The Otis Elevator Company is an American company that develops, manufactures and markets elevators, escalators, moving walkways, and related equipment.
Otis Elevator (otis.com) has a 1.2 out of 5 rating on OK.one, based on 74 user reviews collected here. It is listed under Construction & Manufacturing and its reputation is poor. 93% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews; 18 of them were added in the last 12 months. Last updated 2026-08-31.
If you ever want to modernize your elevators DO NOT opt for Otis. No other company wants to take over the contract due to the fact that they can't get the proper supplies from Otis and Otis DOES NOT respond to service requests any more. Several years ago they were a good company but have fallen apart over the past 2 years and have the very worst service I have seen in my many years of dealing with vendors!
I can only repeat our experience with previous one star reviews. Otis were supposed to install 2 new lifts in our apartment block. The time given was 6 weeks for each lift. The first one took 8 weeks. The second one is still not finished . Otis employs subcontractors who, in our case were unable to speak English or Dutch and clearly had no idea about installing the lifts. They were not managed by anyone from Otis. Elements were wrongly ordered, causing a 2 week delay on starting the second lift. No work was done and very little in the last 4 weeks . The new date for completion was yesterday but it failed the completion test. Otis clearly don’t care. We are left on hold while the subcontractors find a solution. The seems to be no end to their incompetence. Based on this experience Iwould never recommend this company to anybody
Well everything that everyone said in the 213 previous 1 star reviews is absolutely true. Irresponsible, lie all the time, have more stories than Disney, over charge, continuously do not show up to appointments, waited 5 hours one day after three calls with supervisor saying they were on their way. Wonder how a company with such bad a record survives? We own 19 apartment buildings each with multiple lifts, Otis will never set foot in them!!!
What a bunch of Amateurs ! 9 months from placing an order for immediate work, still waiting AVOID & pay extra to go elsewhere 45 years in the industry, I've never come across anyone even remotely as BAD
They could stop committing fraud for one thing. They never showed up to service our elevator. Charged us for service calls that were never made. Our log in book they are supposed to fill out has not been touched in 2 years. I have never seen them in several years. They owe us money and will not return calls. They are a fraudulent, scam company. Do not use them. Date of experience - Never saw you in 4 years.
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.
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