The Otis Elevator Company is an American company that develops, manufactures and markets elevators, escalators, moving walkways, and related equipment.
Is Otis Elevator legit?
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.
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!
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.
The customer service is the worst I have had in 25 years of owning commercial property. The only time you hear from them is when they want to upgrade the car or the controls or some other part of the elevator. Calling the 800 number to place a service call is a joke. Terrible. Always dealing with someone different. I can't rate their service low enough. My contract is also auto renewing. You need to give written notice at least 90 days, but not more than 120 days from the end of the term. What kind of BS is that? No one to blame but myself for signing that kind of term.
I have been trying to work with Otis for four years. They are absolutely awful. They do not answer calls and are now stating they don’t work on residential elevators (which they never told me in the past). Never use them. It is simply dangerous.
Shocking service. No responses, no answers, no help with serious issues and extortionate fees.
Stay clear of Otis and use another lift company you will have constant headache with these cowboys.
The Warranty is not a warranty. It is a profit center for Otis. There is no benefit to the consumer. They will collect from the consumer monthly and then charge more for repairs than other suppliers using OEM parts.
horrible - do NOT sign up for service contract with this company. they just collect money but do not do any routine work. then anything breaks, they want to charge you. Read your contract- they take advantage of small businesses and individuals.
Otis lifts are a disgrace they fit the lift and from week one there has been nothing but problems with the lift.
This has been going on for three years. How can a company be so bad at looking after its products and how come building firms are still employing them. It's a scandal.
Greyfriars Quarter Block I, Gloucester.
Rubbish! (OTIS based in England)
I have had a insurance inspection on 03.12.19, there was a defect that they must have rectified by 03.01.20. After several emails and phone calls the defect is still outstanding. The repair department is a nightmare to deal with. They are delaying it intentionally because I have asked them why they can't get this issue resolved. Very unprofessional and incompetent.
What a nightmare company.
We have a ten year contract with Otis to service 6 off lifts at our development in Aberdeen.
We reported the lift breakdown on December 28th. They told us it would be repaired within 3 days, but have failed to appear on numerous occasions. Their latest excuse is they are waiting for delivery of a part from France and it is delayed due to transport strike. They claim there is only one supplier, which I find hard to believe.
This is very poor service from Otis. How is it we are just being advised of this further delay now? I find it hard to believe there is only one supplier based in France who can supply a door closures. Would they would send parts from France to repair an Otis lift in USA?
I have complained to Otis in Aberdeen & UK head office, no reply so I complained to European head office and USA no reply.
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