Your elevator company isn't lying to you; they're just not telling you the whole truth. When you hear statements like "this part is obsolete" or "you can't terminate this contract," they sound reasonable. They might even be technically accurate. But they often mislead property managers into decisions that cost thousands more than necessary.
Here are 5 statements elevator vendors make that sound legitimate but leave out critical context you need to know.
1. "This part is obsolete"
What they mean: "We don't stock it anymore."
When an elevator company tells you a part is obsolete, they're usually referring to their own inventory and supply chain. The part may no longer be manufactured by the original equipment manufacturer, but that doesn't mean it's unavailable.
Aftermarket suppliers, elevator repair houses, and fabrication shops can often source or rebuild components that OEMs classify as obsolete. Independent service providers have networks for these parts that the major manufacturers either don't maintain or don't want to use.
What you should do: Before approving an expensive replacement, ask: "Who else can source this part?" Get quotes from independent providers. Even if the part truly is unavailable, you deserve to know all your options before committing to a five-figure upgrade.
Learn more about navigating obsolescence claims
2. "Full maintenance covers everything"
What they're hiding: Exclusions buried in the contract.
Full maintenance contracts sound comprehensive. The vendor handles all repairs, all parts, all labor. But nearly every full maintenance agreement includes exclusions: components and systems that are NOT covered even though you're paying the premium rate.
Common exclusions include machines, cab interiors, certain electronic boards, and vandalism damage. For machine room-less (MRL) elevators installed between 2000-2005, machine coverage is especially critical to verify. MRL machines can seize from internal bearing failures, and replacement is one of the most expensive repairs you'll face. Controller boards alone can run $8,000-$12,000 plus labor.
What you should do: Read the exclusions list before signing. Ask specifically: "Are machines covered? Are controller boards covered? What about cab interior damage?" If major components are excluded, you're not getting the warranty you're paying for.
Compare full maintenance vs. examination contracts
3. "You can't terminate during the contract"
What they don't mention: Modernization voids the contract.
Early termination clauses are real. Canceling a 10-year contract in year 2 can trigger penalties equal to 50% of the remaining contract value: four years of payments for nothing.
But here's what elevator companies rarely volunteer: modernization voids the contract entirely. When you replace the controller or perform a major upgrade, the equipment changes so significantly that the existing maintenance agreement no longer applies. The contract is voided, not terminated early.
If a vendor tells you "you'll owe 50% for early termination" while you're planning a modernization, they're either mistaken or deliberately obscuring your leverage. You cannot be charged an early termination penalty on a contract that no longer exists.
What you should do: Know your exit options. If you're considering modernization, that's your window to renegotiate service terms or switch providers without penalty.
Explore contract exit strategies
4. "Our SLA guarantees 30-minute response"
What they're implying: Premium, differentiated service.
Service level agreements (SLAs) with guaranteed response times sound like added value. A 30-minute entrapment response during regular hours and 1-hour response during overtime are realistic, responsible benchmarks.
They're also industry standard. Most reputable elevator companies already hit these targets without a written guarantee.
The difference is whether the SLA is contractually binding with penalties if the vendor fails to meet it. When response times are written into a contract as guaranteed commitments, the elevator company will charge a premium. That premium is justified for Class A office buildings or high-traffic retail where downtime is costly. But if you're paying extra for an SLA and there's no penalty clause for missed response times, you're paying for marketing language.
What you should know: Ask: "What happens if you miss the SLA?" If the answer is vague or there's no financial penalty, the guarantee is worth exactly nothing.
5. "The independent can't handle your equipment"
What they want: To eliminate competitive pressure.
This statement plays on reasonable concerns. You don't want to hire a service provider who lacks the technical expertise or parts access to maintain your elevators properly.
But the claim that independents can't service your equipment is almost always false. Most elevator systems can be maintained by qualified independent providers. The only genuine exception is truly proprietary equipment where the OEM has exclusive training programs and parts access; those cases are rare.
What's actually happening: your current vendor doesn't want you shopping around. The moment you get a competitive quote, you gain leverage. Independent providers are often 20-30% cheaper than OEMs on major work, and OEMs frequently match competitive quotes when they know you're comparing options.
What you should do: Get the competitive quote. Even if you decide to stay with your current provider, you've now established market-rate pricing. Compare the proposals apples-to-apples: same scope, same coverage, same terms. Then negotiate.
Stop Negotiating Blind
These statements aren't outright lies. They're incomplete truths that serve the vendor's interests more than yours. The elevator industry runs on information asymmetry: vendors know the game, and most property managers don't.
Before your next contract renewal or vendor conversation, know what you're actually agreeing to. Upload your maintenance contract to the Contract Scanner to see the full picture: exclusions, termination clauses, coverage gaps, and leverage points you can use.
You don't need to become an elevator expert. You just need to ask the right questions.