Great company, they have continued to show up when I needed them to. The technicians help me a lot.

I have never lived in a condo where the elevators weren't repaired in 2 to 3 hours MAX. There is no sense of urgency. Our condo has been without power all day long and zero estimated time of repairs. Actually, it was 830 am, then 1030 am, then 1130 am and then it was left blank. We have three towers and six elevators and not one working. You have elderly, you have disabled, and you have people with injuries or ailments. You can't expect them to walk up and down multiple times until the elevator is going to get fixed for days. You're better off calling the Department of health to put in a complaint for Otis as it's a safety and health issue!!! This is utterly unacceptable!! ZERO stars. Probably short staffed, the overused excuse. HIRE people then read more

Otis services our elevator and they are very professional. We had a small issue so I called the phone number and yes it went to the mainland operator. However, she was very helpful and professional. The local tech came out to our community the very next day. He did a wonderful job on fixing the issue. Our local representative Daniel also did a great job on helping me in understanding the details. He was very professional and patient. I appreciate both the tech and Daniel a lot. Thank you both. read more

I'm a board member at a large 41 story building in Kakaako. The building has a current contract with Otis. We hired an elevator consultant to evaluate our current elevator situation in preparation for putting the contract out for a new bid. The consultant found that Otis had NOT been fulfilling the terms of the current contract. There was a long list of deficiencies including such things as the call boxes in the cabs not operating. Huge huge safety issue. Over two months later they have not fixed the deficiencies. Much of the problems we have with the elevators can be attributed to lack of maintenance. We put the contract out to bid, and every unionized elevator company on the island showed up for the required pre-bid walk except Otis which blew us off. Then later they asked if they could still bid. When their bid came it, it was 33% higher than all other bids. The arrogance and incompetence of this company is just mind-blowing. read more

No longer user friendly with increased time consuming service call, hard to understand trouble call responder...

Don't call the listed phone number - it rings on the east coast and they have no idea what you are talking about in Hawaii -I asked to be connected to the Hawaii office and they gave me the same phone number which rings in the mainland. I explained this to them and they have no idea what I am talking about or what to do. I just want to talk to Honolulu technician - they connect me to another mainland person - unbelievable!! Terrible!! No wonder they have low ratings!!! read more

If they can have no star I would give them zero stars. They came to fix the elevator and new problem came up right after they fixed it. It was clearly their fault. Yet they wanba charge us for everyt everything. I believe some one would sue the for bad workman ship and bad business. read more

Not surprised only one and a half stars. Unfortunately our building (condo) currently has a contract with Otis. Residents not happy and Otis will be addressed at the next board meeting. It seems they never really fix anything but rather just put a band aid on it. You know like how the city fixes potholes. And according to one of their techs, (who shall remain nameless) we pay BIIIIIIIG MONEY$ for their service. But it doesn't show. Don't know if the new techs are lacking knowledge on the older elevators, or if the older techs lack knowledge on the newer elevators. It's like they really don't take their jobs serious when seen on our property. Time for a change. read more

Giving this review on behalf of my father. Absolutely unacceptable that he put in a request for a technician to come out to retrieve his HOUSE keys that fell through the elevator shaft and after the initial call it took him three more calls and ELEVEN DAYS for someone to come out and collect the keys for him. When he asked why it took almost TWO WEEKS for them to come out the technician simply told him "you were last on our urgency list". Oh and the bill? $400!!! Are you kidding?! This man is 75 years old and is out of work due to COVID and lives in a Veterans Assistance building. He needs someone to come out to help him get the keys to his home that he lives in with two small children and you are ELEVEN DAYS behind and charge him $400?! Not okay. Period. read more

Let me write a real review on actual care and customer service that this company provides, not just the kindness of a couple of employees. I'm being generous with 2 stars. The only reason it's 2 stars is because the technician, that checks the elevators In the buildings I manage, is a very nice and knowledgeable person. He is very willing to help if he is on site. One of my buildings has an elevator that seems to go down quite often. We pay for the "elite" service which is supposed to provide us with certain advantages. 1 being that they always arrive to help fix within an hour. That seriously never happens. I called early afternoon and 3.5 hours later they show up. Gues what? It needs a part, and if miraculously they have it on island, it's billable as time and a half since it's now after normal business hours. This part has been causing trouble on and off for months yet nobody found the problem back then? Next building, next problem. The elevator breaks down, oh no, union holiday while the rest of us work, guess what? Time and a half. At like 345.00 an hour.. I've worked in construction for a long time. And never have I seen such bigger babies than the elevator techs in the union. Not many choices when it comes to companies to choose from on the islands. Just wanted everyone to see they aren't as great as some would think. read more