Elevators are one of the most critical systems in any commercial building, but few property managers, facility engineers, or asset managers truly understand what is in their elevator maintenance contract until there is a problem.
And by then, it’s usually too late.
As an elevator consulting firm that has reviewed thousands of contracts, The Elevator Consultants has seen how vague language, lack of performance-based maintenance specifications, and missed compliance clauses can quietly drain budgets, increase liability, and reduce vertical transportation uptime. These maintenance contracts have been written this way on purpose. They are written to protect the elevator service provider.
Let’s unpack the hidden risks buried in many elevator maintenance service agreements and show you what to look out for before it costs your building thousands.
Why Elevator Maintenance Contracts Are Not “One Size Fits All”
Every building is different; a hospital running 24/7 demands very different elevator performance than a five-story office building. Yet many elevator service providers offer generic maintenance contracts with broad language, leaving you exposed when service does not match your needs or their promises. The operational needs of the building must be addressed, as well as the equipment, traffic flow, usage, and location, among other characteristics, all of which must be addressed when engaging in a service contract.
Key Problems With Generic Contracts:
- Lack of service level guarantees
- Limited response time commitments
- Vague component coverage
- Minimal performance metrics or KPIs
That is where elevator maintenance consulting comes in. An elevator consulting firm can help you identify these contract gaps, align terms with your building’s needs, and protect your bottom line.
7 Hidden Risks to Watch For in Your Elevator Maintenance Contract
1. Vague Definitions of “Preventive Maintenance”
Not all “maintenance” is equal. Many contracts state that preventive maintenance will be provided, but fail to define how often, how thoroughly, or which components are covered. This gives the vendor wide discretion and often results in a “break-fix” model instead of true preventive care.
What to ask:
“How many hours per month, per unit, are specified for maintenance?”
“What’s the checklist of tasks for each visit?”
“What is covered and not covered in my contract?”
2. Limited or No Performance-Based Language
If your contract does not tie service to outcomes like uptime, callbacks, ride quality, response time, or leveling accuracy, you’re at risk of paying for poor performance.
A performance-based maintenance specification aligns service incentives with your building’s goals: fewer callbacks, faster response times, and extended equipment lifespan, all with lower elevator cost.
3. Exclusion of Key Components
Some contracts exclude vital elevator components from coverage, especially in older elevators, putting you on the hook for expensive repairs.
Common exclusions include:
- Controllers
- Door operators
- Hydraulic jacks
- Hoist ropes
- Emergency phones or communication devices
4. Hidden Cost Pass-Throughs
Review your contract for language around “parts not normally stocked,” “obsolete,” or “non-covered services.” These vague terms can lead to high markups on basic parts or labor, expensive repairs, and, in time, premature modernization.
Look out for:
- Travel time billed separately
- After-hours or weekend surcharges
- Sundry charges
5. No Audit or Reporting Requirements
How do you know the vendor is actually doing the elevator work you are paying for?
Many contracts lack transparency or third-party audit rights. Without regular, documented elevator audits or access to maintenance logs, you’re relying solely on the vendor’s word.
Consider working with an elevator consulting firm to implement real-time elevator monitoring like the ElevatorApp. The building can also use an internal manual process that will allow your team to keep all the maintenance being conducted on the elevators. Keep in mind it is a code requirement for the building owner to keep the maintenance control program (MCP) records. It is common for managers and owners to think that the elevator companies keep the records, which is actually a myth.
6. Missing Code Compliance Language
State and municipal codes change frequently. If your elevator provider is not required to inform you about new safety codes or, worse, if the contract says compliance is your responsibility, you may be exposed to legal and safety risks. In elevator maintenance contracts, it is up to the building owner to keep the elevators compliant. It is the building owner who gets fined unless you write it in your contract that the elevator service provider will inform the building owner of all upcoming code requirements.
7. Ambiguous Renewal Clauses, Evergreen Clause, and Escape Terms
Some contracts automatically renew without your approval and require 60–90 days’ notice for cancellation. Others impose penalties or require lengthy notice periods, limiting your flexibility if the provider underperforms. It is important that the building owner keeps on top of renewals since the automatic renewal can lock a building owner into a 3, 5, or more contract term.
What Can You Do to Protect Your Building?
- Get a Contract Review
Have an independent professional elevator consulting firm review your current agreement. We can identify vague terms, exclusions, or cost exposures that you might miss.
- Implement Performance-Based Specifications
Replace boilerplate language with performance-based maintenance specifications that define expectations around uptime, response time, and preventive maintenance standards.
- Audit Service History
Use invoice reconciliation and service audits to compare billed services to actual elevator logs and activity. This ensures you are not overpaying or receiving substandard service.
- Negotiate Terms Based on Your Needs
Elevator maintenance should match your building type, traffic patterns, and risk profile, not the elevator vendor’s generic model.
Key Takeaways
- Most elevator maintenance contracts are written to protect the elevator service provider—not your building.
- Hidden risks include vague language, exclusions, lack of performance standards, and poor transparency.
- A qualified elevator consulting firm can help you renegotiate contracts, implement performance-based specs, and protect your investment.
- Always review renewal clauses and ask: “What am I really getting for what I’m paying?”
FAQ
What should I look for in a good elevator maintenance contract?
Clear elevator preventive maintenance schedules, performance metrics (uptime, callbacks), KPI’s, and code compliance responsibilities should be spelled out.
Can I get out of my current elevator contract?
Most contracts have cancellation clauses with specific notice periods. An elevator consultant can help review options and avoid penalties.
How can I verify if the vendor is doing the work I’m paying for?
Review service logs, request activity reports, or engage an elevator consulting firm for an audit or real-time monitoring solution.
What is a performance-based maintenance specification?
It’s a contract structure that ties maintenance services to measurable outcomes like uptime, leveling accuracy, or response time. Including mitigating additional expenses.
Why should I hire an elevator consulting firm?
They bring independent expertise, protect you from biased vendor language, and help reduce costs while improving safety and performance.