R RESOURCES
What to Ask Your Elevator Company: 10 Questions
10 must-ask questions for your elevator vendor. For contract reviews, bid processes, or quarterly meetings.
Interview Guide — Free Download
10 Questions Every Property Manager Should Ask
Whether you're evaluating a new vendor, reviewing your current contract, or sitting down for a quarterly meeting, these questions cut through the sales pitch and get to what matters.
Before Signing a Contract
1. What specifically is excluded from this contract?
Don't just read what's covered. Read what's NOT covered. Ask the rep to walk you through the exclusions list line by line. This is where surprise bills come from. If they can't answer clearly, that's a red flag.
2. What is your guaranteed response time for entrapments vs. non-emergency callbacks?
Get specific numbers in writing. "We respond quickly" is not an answer. Look for: 30 min - 1 hour for entrapments, 2-4 hours for routine callbacks. Ask what happens if they miss the window -- is there a penalty or credit?
3. How many PM visits per year, and what does each visit include?
You need a defined maintenance schedule with specific tasks per visit. Monthly visits for high-traffic buildings, quarterly minimum for low-rise. Ask to see the Maintenance Control Program (MCP) they'll implement.
4. What is the cancellation process, and what does it cost to exit early?
Know the notice window (how many days before expiration you must cancel), whether there are evergreen auto-renewal clauses, and the early termination penalty. Some contracts charge 50%+ of the remaining value.
During a Bid Process
5. Who is the assigned mechanic, and what is their experience with my equipment type?
The company's reputation doesn't matter if the actual tech assigned to your building is inexperienced. Ask who it will be, how long they've been with the company, and whether they're familiar with your specific equipment (brand, age, controller type).
6. How do you handle parts procurement, and what's your markup?
OEM parts can have 30-60 day lead times. Ask whether they stock common parts locally. Ask about their markup structure -- you should know what you're paying above wholesale cost. Transparency here separates good vendors from bad ones.
7. Can you provide references from buildings similar to mine?
Same building type (residential, commercial, mixed-use), similar equipment age, comparable number of units. Call those references and ask one thing: "Would you hire them again?" That answer tells you everything.
At a Quarterly Review
8. What is our callback trend over the last 12 months, and what's driving it?
If callbacks are increasing, something is wrong -- either the maintenance isn't effective, the equipment is aging, or both. Ask for the data. A good vendor tracks this and brings solutions proactively.
9. Are there any components approaching end of life that I should budget for?
Controllers last 15-25 years. Door operators last 10-15 years. Hoist ropes need replacement every 10-15 years. A good vendor tells you what's coming BEFORE it fails. If they never mention capital planning, they're not looking out for you.
10. What would you do differently if you owned this building?
This question reveals whether they're thinking about your interests or just billing hours. A vendor who answers honestly -- even if it means recommending less service -- is one worth keeping.
How to use this guide: Print it out before your next vendor meeting. Check off each question as you ask it. Take notes on the answers. Compare responses if you're evaluating multiple vendors. The vendor who gives you the clearest, most direct answers is usually the one who does the best work.