Once again, Rose from Wallace & Sons came to my rescue after another power failure hit my NJ shore home. Even with the permanent full-house generator, these power failures are not kind to my elevator service. Rose, however, calmly, professionally and patiently worked with me over the phone to rectify the situation. This is not the first time but in the few minutes she reminded me (again) what I should do, the elevator was again quickly in operation. Thank you, Rose, you are always dependable, kind and a pleasure! JAK read more

Service person arrived at scheduled time and quickly diagnosed the problem and efficiently had the problem fixed. Service person was polite and easily explained what was wrong with the elevator. read more

BAD BAD BAD! It's extremely sad when you have to leave a bad review in order to get the attention of the company. My parents have been attempting to install an elevator in their home for 8 months. This company took their money and the elevator is still non functional despite having to bring in outside vendors who indicated everything about the installation was wrong. My parents are elderly and infirm; this has caused them serious hardship. Calls have gone unanswered; emails have not been responded to. Needless to say, this company is beyond bad - they're shameful. I would be afraid to get an elevator installed by them. DO NOT USE THESE PEOPLE - THEY HAVE AWFUL CUSTOMER SERVICE AND DON'T KNOW WHAT THEY ARE DOING!!! Incompetent, unprofessional and all around lacking any continuity in their work. read more

I took the time to write out the full story because this situation was really outrageous. Don't waste your money at Wallace & Sons. Shady business practices and shoddy work. TLDR: The technician completely missed a major issue and when the elevator broke less than two hours after he left, the company refused to send a tech back unless we agreed to pay another $370 service fee. The full story: We called Wallace & Sons Elevator Service Co. (apparently also known as Accredited Home Elevator?) because the elevator at the house we just moved into got stuck between two floors - right during the day of the move when we really needed it, of course. We contacted them because their sticker was on the mechanical box. We were panicking to have the elevator breakdown during our move-in and didn't think to research other options first. The technician arrived mid-morning, took a quick look and reset the machine from the basement controls. He suggested that nothing major was wrong, advised us to restore service to the emergency phone inside the elevator, and left. Less than two hours later, the elevator again stopped between floors when someone pushed the call button. As with the prior issue, nobody was riding in the elevator at the time that it broke down. We called back Wallace & Sons to explain that the issue had just happened again and request the tech to come back. Supervisor Roseann insisted that we would have to pay another $370 service charge. Roseann then interrogated us over the specifics of what had happened to the elevator, accused us of changing our story about where it stopped and what we did to try to fix it and then insinuated that we had caused the elevator to break again (no matter that we had already told her that nobody was riding inside/touching any buttons or doors inside when it stalled again!). It almost seemed like she was trying to cover up for the tech not doing his job or peg the blame on us in order to charge for another service call. We tried to explain that all of these details were beside the point - we were told by a technician that he had repaired the elevator and paid for it, and it was clearly still not working not even two hours later! So they took our money and did not provide the service. At this point, we were talking in circles and I was literally in tears. It was the worst customer service I have ever had, not to mention the worst quality repair service. I called back the next day to ask again if they would send a tech back to fix the elevator without charging a duplicate fee, or else refund our money because we had paid for service that we didn't receive. Rosann eventually said they would consider waiving a second service fee but only if the tech determined that the repeat breakdown was not caused by user error. I told her we couldn't agree to this stipulation (even though we had photographs proving that the elevator had stopped without anyone in it!) because the tech could simply make any statement. We were already wary of his judgement given that he hadn't identified the problem to begin with. Roseann said she would get more details from the tech, and then literally hung up on me. Of course, she never called me back. At this point, I'd had enough of trying to work with them. We contacted two other companies for quotes: South Jersey Elevator Repair and Home Elevator Repair & Maintenance (H.E.R.M.) Both were far more professional. We ended up scheduling a service call with H.E.R.M. a few days later. The tech immediately identified the issue (the arm that locks the elevator into place when it stops at a certain floor was broken) and also suggested two other minor fixes to help the machine run more smoothly. The manager there was prompt, communicative and polite. He also said his techs had handled calls from several customers who had bad experiences with Wallace & Sons, so we were clearly not the only disgruntled customers. We received email copies of every quote and receipt from H.E.R.M., plus detailed notes with the tech's findings. (Total contrast from Wallace & Sons, which never gave us anything in writing. We were told the fee - not including any potential parts - over the phone. The tech handed us a paper receipt with a note saying that the emergency phone line on the elevator should be activated, but it didn't even have a total written on it! And the charge on our card statement came from "Accredited Home Elevator." So confusing. I don't know if one company owns the other, but I would avoid either one!) Not only did we end up having to pay another company to do what was promised by Wallace & Sons, but the entire customer service experience was just horrific. I'm shocked they are still in business and will never, ever use them. If you're reading this, hopefully you will also take your business elsewhere! read more

The owner has posted a fictitious response to my post. There has not been any communication with this company and the lies from their management continues. We DO NOT have a "SERVICE CONTRACT" submitted as the owner states. This certainly adds validity to my initial post regarding their customer service issues and lies! Again, choose this company at your own risk! BTW...selecting 0 stars are not available. Had to select 1. read more

I unfortunately needed to have a complete "modernization" of our 18 year old elevator in Ocean City, Wallace couldn't have been any less professional and the quality of work was horrible. The elevator operates worse than before the modernization, making strange noises, not opening/closing in a timely fashion and the workers trudged dirt on my carpets, did not wear masks and cursed all day long to one another. This was approx. 1 year ago and now the elevator is completely non-functional. Despite Wallace doing the "modernization", I will be finding someone else going forward to service and repair their shoddy work. read more

Scammers! They charged me $371.00 to repair my elevator. I said on phone before hiring, how do you know what's wrong with it? They say, doesn't matter, that price repairs it. 15 minutes repair guy was there. Next day tenants stated not working again. They now state it's only a service call charge. I wouldn't pay any service $371 for 15 minutes. I make $25 an hour. These scammers make $1448.00 an hour. If the part was recommended June 2016. Why didn't your repair guy bring that part and call me to give ok to replace? Why did he spend 20 minutes there and do nothing. Why was I not emailed a receipt of actual work done. Why do I still not have a receipt of bill? Why did the following week I hire another elevator company in the area and haven't had a problem since? Why did your receptionist tell me on phone when I decided to use your company that $371 was to fix the elevator, I said how do you know what the problem is, she said it doesn't matter, we fix it for that price. Why when I call and say, then put the part on they suggested, your company wants to charge me another call. Your service guy never called me and asked if I wanted the part. I had renters in the unit, so nobody ever talked to me. Why is it you have the same bad reviews? I own a business and I have 80% great reviews. And the bad ones I respond by apologizing for the mistake and offer to rectify it... not blame the customer. If anything email my receipt Oh9ine@aol.com read more

When our Dumb Waiter malfunctioned at work, we were stuck! Luckily Roseanne and the team ad Wallace & Sons Elevator Service came to the rescue. Their service was quick, honest and they answered my many questions! Plan to use them again. read more

I would avoid this company if it all possible. We had our elevator first serviced by Accredited/Wallace. Spoke with Roseanne at the company. AFTER being serviced, our elevator started stopping in between floors and indicating an additional floor we did not have. Because we bought our house with the elevator installed, we assumed they had installed it. At some point they had put their sticker over the original installer sticker which was we learned Homelift in PA. After spending significant dollars with Wallace, we had to then spend over $500 with Homelift. Homelift indicated they had not cleaned the contacts, they had installed the improper power supply, they had not greased components- this meant we had to pay for the service/repair twice. Part of the issue is that when Wallace was there, the Wallace repairman replaced the faulty power supply without indicating on the invoice. I also neglected to call them right away after the ineffective/faulty repair service because it is an elevator we use infrequently (my bad). Here is our biggest beef. They should not be servicing elevators they have no parts for and no expertise. Roseann actually disclosed this to me I believe accidentally. After calling Homelift and speaking with Greg, the repairman came out and our elevator is now for the first time since we bought the house operating 100% properly. We called Roseann and asked for her to credit part of the bill we previously paid with them. She refused and basically accepted no responsibility for their ineptitude over the last three repairs/service visits. We thought we were extremely fair in only asking for a reduction in what she had charged- as we understand the difficulties of any small business. Here is the main takeaway - try and use the elevator repair company that actually installed your elevator. Take out your original paperwork hopefully left by your prior owners and figure this out. I'd like to note that the repairman at Wallace was a very nice gentleman. He was just set up for failure based on the parts on his truck and the fact they did not install our custom elevator. It is Roseann Wilkes we have the greatest issue with. Be cautious in using this company. read more

Scam Artists. - DO NOT USE After confirming a 348 charge for service. The lift was not serviced, the problem was not fixed and we were charged 500. They are impossible to deal with. They are dishonest and they lie, blaming their technicians and charging your card. DO NOT GIVE THEM your credit card!! read more

Shortly after some serious health issues that precluded my use of stairs, I visited my Summer home on Long Beach Island to recuperate. Upon arriving on a Saturday morning, we discovered our 4 stop elevator was out of service. We called Wallace & Sons and despite it being the weekend, after hearing how difficult it was for both me and my wife (who was undergoing knee physical therapy), Wallace dispatched a service person within one hour. Thanks Wallace. Bill W. read more

Our serviceman was on time, efficient, polite and explained the problem clearly and properly. Great service. R. Domal read more

As any other ordinary day, 2 weeks ago on Sunday, we were looking forward to our friends visiting! A very pregnant mama, an almost 2 year old & 6 additional family members arrived & utilized our elevator to join us on our main living area level; something they have done with each visit! One BIG problem...our friends GOT STUCK when the elevator came to an abrupt stop; between floors! Thankfully, within a few minutes, some heartfelt prayers, quick thinking & luck the elevator started working again & our friends, including several very young children, were lifted to safety while understandably being a bit shook up briefly!! We didn't dare use the elevator for the remainder of the day! Monday morning we called Wallace & Sons to inform them of the issue! ***We are writing our review only of the lovely woman named Roseanne who answered the phone! She is not an elevator tech yet she was more than happy to try & understand the problem & offer trouble shooting tips! AMAZING! She difinitely knew the workings of elevators! Rose was awesome! She took her time & walked us through detailed steps,often patiently waiting 'on-hold' while her several detailed instructions were followed! Rose was so kind & reassuring us throughout our call! Sure enough, instead of pushing the phone call off, she took the time to care! This awesome lady is a true asset to the company. Her customer relations skills are amazing! She went above & beyond her job as a secretary! Rose's genuinely kind assistance saved the day...AND our elevator! Thank you for caring Roseanne! You are a breath of freshair! Michelle F. read more

Our elevator is critical to us since we have elderly family living in the house. Thankfully Mike and the team at Wallace & Sons came to the rescue. They identified the problem quickly, repaired it efficiently, and even came back to check it again and answer questions. read more

Wallace and Sons were great in dealing with the issue and were very responsive in getting the elevator fixed in a very fast manner. Things were explained very well and everyone who works there from the technician folks to the team in the office is very pleasant to work with. read more

I have used this company for a few years, I began having a problem in Sept. and after three VERY expensive repairs the problem was not fixed. They then gave me an estimate for over 14,000.00 to gut my 9 year old elevator! I called Crown Elevator in Freehold and they fixed it in one visit by replacing an inexpensive switch. I will only be using Crown elevator from now on. read more

Do not use. Dishonest. First service charge was $372 to evaluate. They insisted the elevator needed a part. Wouldn't schedule the 2nd visit until I gave them $1,920 that day. I assumed the elevator was repaired after the 2nd service call. Got a call from my tenants stating that the elevator was indeed not repaired. Called company, they insisted they left me a message (never happened). Now they're saying another part is needed. Haven't heard from them since. Calling my cc company to file a dispute. read more

Office staff are pleasant and professional. The service technician took time with our annual maintenance and explained the process throughly. read more

The employees of Wallace & Sons Elevator are second to none. Several guys have been here for different tasks and each one has been professional, friendly, very knowledgeable and all around stellar. The office staff is very friendly, helpful and competent. We are very pleased with Wallace & Sons and look forward to a continuing relationship with them. read more

Really great, friendly, knowledgeable company. SO much better than the company who installed the elevator in price and service!

Warning. This company does not warranty anything they do. They charge for every house call even after the elevator was still not working. The repair department is rude and they do not have enough staff to service so you have to wait and be home for the "window" of time. Do not use them. read more

I had a similar experience to the previous reviewers. My unit is still under warranty and they want to charge me to look at it. They said warranty only covers "complete" mechanical failures. Elevator got stock a month ago.Had to turn power off and restart. Repair department said that is a software issue and is not covered. Unit also make noises that it did not use to make. They said that is not covered either. They would not send someone out to look at it unless I greed to schedule a maintenance call for $300. I too felt the service department is rude. Would not recommend Wallace/Accredited. read more

Let me add to the chorus of those unhappy with the service I received from Wallace and Sons. They are out of sight expensive and not responsive to questions about their bills. Find another alternative to these guys. read more

Had a problem with the elevator shifting forward in the shaft so that the door hung up against the door jam. Technician was professional and adjusted the cab. Also took out play. Agree with other reviews that first thing they do is ask for credit card. Standard call is about $350 plus parts. Luckily I did not need parts. Thought fee was a little high, but glad the repair was made with just an adjustment. Don't know what competitors charge. Will see if repair solved problem long term and if not will I have issues with them returning to stand by work read more

If I could give less than one star I would! Everything said in the earlier review is correct. Never trust a trade that forces you to pay in advance. Be careful because they also use other names eg. Accredited Elevator. AVOID! read more

Have to say that i've used this company for years and they have always shown both professionalism and honesty. Ive used others beve and have found Wallace & Sons to be the best. read more

My elevator floor was damaged in a basement flood, the company came out and inspected it, although it was working, the underside of the floor was growing mold. This was not a warranty issue and the builder covered the costs.They scheduled a floor replacement, which was a big job! The 2 service men were knowledgeable and efficient. The floor was completely replaced and the unit worked perfectly after putting it all back together. I was concerned initially because of the amount of work involved, but they did a great job! read more