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. Yet, they rarely receive actual 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. They think their elevators are covered. This belief leads to trust where managers fail to verify that services paid for are indeed provided. However, 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 intended obligations, showing up only when alerted. Moreover, it is even questionable if they show up at all.
If the building does call the elevator service provider because they have an issue, this is called a callback. It is not part of preventative maintenance. When a building is only receiving callback maintenance, deferred maintenance accumulates.
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. Property managers also struggle with understanding them. These contracts are so difficult to understand by a non-elevator expert. The numerous exclusions, conditions, and terms make it difficult to know what services are included. The elevator service provider contracts usually state systematic or periodic show-ups. This means there is no set frequency to receive maintenance. Without a thorough understanding of these documents, building managers may not fully understand their rights. They may not 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 provide minimal service while 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 by the service provider. This is a key time to engage with elevator consulting services. They help bring on a new elevator maintenance service contract. An elevator consultant understands the many intricacies of a new elevator maintenance service contract. Their insights ensure service is provided and the building gets what they pay 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. They also need specialized equipment.
As a result, building personnel are required to rely entirely on their elevator service provider for all information. All maintenance tasks also depend on them. This reliance creates a significant imbalance of power. The elevator service provider holds all the technical knowledge. They may use this advantage by providing minimal service while charging for more extensive work. In some cases, unnecessary work is charged.
The lack of transparency and accountability leaves building owners and managers in the dark. They often do not know what they are truly paying for. Using an elevator service monitoring software like the ElevatorApp can help a building track the services they receive. It will also give the building elevator maintenance data to make informed decisions about their elevators.
The Comfort of Having a “Contract”
Beyond the contractual and industry-related reasons, there is also a psychological component playing a crucial role. The idea of having a maintenance contract provides a comforting illusion of protection. Property managers may feel reassured knowing they have an elevator service contract. This happens even if that service is not being fully realized or they have to pay overtime fees when called out. The fear of being without a maintenance contract is daunting. Many prefer to maintain an inadequate contract to avoid uncertainty. It is also a requirement in some states to have an elevator maintenance service contract. This fear-driven decision-making leads to the continuation of flawed contracts year after year. There is 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, costs increase. Poor or no maintenance can lead to frequent breakdowns, increased repair costs, and early modernization needs. Proper upkeep could have avoided all these. Moreover, inadequate maintenance can lead to safety hazards. This potentially exposes building owners to legal liabilities. The safety of tenants and visitors is also compromised. This situation is extremely frustrating for building owners and property managers. It is often at this point that the building or property manager engages with an elevator consultant. An elevator consultant works on behalf of the building to solve any issues. However, sometimes the building has let issues persist too long. Therefore, 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 need to take a proactive approach:
1. Engage an Elevator Consultant
An independent elevator consultant can audit your current maintenance agreements. They ensure you receive the services you’re paying for. These consultants provide an unbiased assessment. They 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. It 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.