In the complex world of building management, where safety and operational efficiency are critical. It is surprising how many property owners and managers are consistently paying for elevator maintenance services but rarely receiving elevator maintenance. It makes you wonder these questions; Why does this happen, and why do people allow it to continue? This issue has become so widespread it is mindboggling.
The Illusion of Security: The Elevator Maintenance Contract
One reason property owners and managers keep paying for unreceived services is a false sense of security from elevator maintenance contracts. These contracts are supposed to ensure regular service, reliable operation, and safety compliance. Unfortunately, many contracts are biased in favor of the service provider. This leads to complex commitments that are hard for non-experts to understand or enforce. As a result, there’s often a big gap between what is promised and what is delivered. This leaves a building without service and dealing with elevator issues.
The mere existence of a contract can create a false sense of security to all building owners and property managers. Building managers and owners might believe that as long as they have a contract in place, their responsibility is fulfilled and their elevators are covered. This belief leads to trust where managers fail to actively verify that the services paid for are indeed being provided and in most cases, they are not being provided as the building owners have thought. The assumption is that the elevator service provider will uphold their end of the deal, but in reality, without monitoring and oversight, these contracts often lead to inadequate service. The elevator service providers might neglect their intended obligations, showing up only when there’s an issue that the building alerted and with this, it is questionable if they show up at all. If the building does call the elevator service provider because they have an elevator issue this is called a callback and not part of preventative maintenance. When a building is only receiving callback maintenance there is usually a significant amount of deferred maintenance that is simply not being done.
The Complexity of Elevator Maintenance Contracts
Elevator maintenance contracts are often filled with complex legal and technical jargon that can be overwhelming for any building owner and property manager to understand. These contracts are so difficult to understand by a non-elevator expert to interpret the numerous exclusions, conditions, and terms that make it difficult to know what services are actually included. The elevator service provider contracts usually state that the elevator service provider will show up systematically and or periodically which means there is no set frequency to receive maintenance. Without a thorough understanding of these documents, building managers may not fully comprehend their rights or know how to enforce the provisions of the contract.
This lack of clarity is a significant factor in why services are often paid for but not received. The complexity of these contracts allows service providers to get away with providing minimal service while still collecting full payment. However, the elevator service provider is actually following the contract with the building. The building had agreed to these terms and conditions provided in a contract by the service provider. This is a key time to engage with elevator consulting services to help bring on a new elevator maintenance service contract. An elevator consultant understands the many intricacies of a new elevator maintenance service contract that will have turns and conditions to ensure service is provided and the building is getting what they’re paying for.
The Industry’s Mystique: Dependency on Service Providers
The elevator industry is unique in that it creates a significant dependency on elevator service providers. Unlike other building systems, where in-house maintenance teams might handle issues, elevators require specialized knowledge and equipment. As a result, building personnel are required to rely entirely on their elevator service provider for all information and maintenance tasks. This reliance creates a significant imbalance of power, where the elevator service provider holds all the technical knowledge and may use this to their advantage, providing minimal service while charging for more extensive work and in some cases unnecessary work. The lack of transparency and accountability in this relationship leaves building owners and managers in the dark about what they are truly paying for. Using an elevator service monitoring software like the ElevatorApp can help a building track the services that they are receiving and will also give the building elevator maintenance data to make decisions about their elevators.
The Comfort of Having a “Contract”
Beyond the contractual and industry-related reasons, there is also a psychological component that plays a crucial role. The idea of having a maintenance contract in place provides a comforting illusion of protection. Property managers may feel reassured knowing they have an elevator service contract, even if that service is not being fully realized or they have to pay overtime fees when called out. The fear of not having a maintenance contract—of being without any support in the event of an elevator failure—is so daunting that many prefer to maintain an inadequate contract rather than face the uncertainty of finding a better alternative. It is also a requirement in some states to have an elevator maintenance service contract in place. This fear-driven decision-making leads to the continuation of flawed contracts year after year, with little motivation to change until a significant issue arises usually with a hefty price tag.
The Hidden Costs of Neglect
When elevator maintenance is not performed as agreed, the consequences can be severe to a building. Beyond the immediate risk of equipment failure, there are long-term financial implications if an elevator or escalator is not serviced as required. Poor or no maintenance can lead to frequent breakdowns, increased repair costs, and even the need for early modernization—all of which could have been avoided with proper upkeep of the equipment. Moreover, inadequate maintenance can lead to safety hazards, potentially exposing building owners to legal liabilities and compromising the safety of tenants and visitors. This is extremely frustrating for building owners and property managers. It is often at this point that the building or the property manager will engage with an elevator consultant for elevator consulting services. An elevator consultant will work on behalf of the building to solve any issues they may have however sometimes the building has let the issues go on for so long that the remedy can be quite expensive for the building.
How to Ensure You Get the Service You Pay For
To avoid falling into the trap of paying for services without receiving them, building owners and property managers need to take a proactive approach:
1. Engage an Elevator Consultant
An independent elevator consultant can audit your current maintenance agreements and ensure you receive the services you’re paying for. These consultants provide an unbiased assessment and can negotiate better terms with service providers or recommend more reliable alternatives.
2. Leverage Transparency Tools
Implement tools like the ElevatorApp, which offers real-time tracking of service activities. This software ensures that all contracted services are performed and helps prevent overcharges and missed maintenance tasks.
3. Regularly Review and Understand Contracts
Don’t let your contracts auto-renew without a thorough review. It’s crucial to fully understand every clause and ensure that the service provider is meeting their obligations. If necessary, include penalties for non-performance and clearly define the scope of work.
4. Educate Yourself and Your Team
Gaining a basic understanding of elevator maintenance and what should be included in your contract is vital. This knowledge will empower you to manage your service provider more effectively and hold them accountable for the services they are contracted to provide. An elevator consultant can guide you through this process.
Taking Control of Elevator Maintenance Services
The widespread issue of paying for elevator maintenance services and not receiving them is rooted in a combination of complex contracts, industry dependency, and a false sense of security provided by these agreements. However, by taking a proactive and informed approach, building owners and property managers can regain control, ensuring they receive the full value of the services they pay for. Ultimately, it’s about moving from complacency to action—demanding transparency, accountability, and the service you deserve to protect your property, your tenants, and your investment.