Complaint Frequently Asked Questions (FAQs) - Elevator Safety Review

1. How do I file a complaint?
2. What information do I include with my complaint?
3. Where do I send the complaint?
4. What happens after I file a complaint?
5. Does the contractor receive a copy of the complaint?
6. What happens if the contractor does not respond to the complaint?
7. How long does an investigation take?
8. Who do I contact if my elevator is not working?

1. How do I file a complaint?
If you wish to file a complaint against a licensed elevator mechanic, contractor, elevator renovator mechanic, contractor or accessibility lift mechanic, please complete a complaint form to the best of your knowledge and ability.

2. What information do I include with my complaint?
In addition to the specific information requested on the complaint form, you should attach a copy of the contract (front and back of all pages) and proof of payment to the contractor or mechanic, such as copies of both sides of each check. In addition, please include any e-mails or other correspondence between you and the contractor or mechanic. You may also include pictures or other evidence of the mechanic’s workmanship. You may also attach a mechanics name and/or licensing information. Please make sure to fill out the complaint form completely and to sign it. You should also keep an original copy of all documents that you plan to send to the board.

3. Where do I send the complaint?
You can mail or hand-deliver your complaint and any additional documentation to 1100 N. Eutaw Street, Room 121 Baltimore, MD 21201.

4. What happens after I file a complaint?
After the board receives your complaint, it is reviewed to determine if the Elevator Safety Review Board has jurisdiction over the complaint, and is assigned a complaint number and complaint file is created in our complaint system. The parties’ contact information is put into the database and the contractor’s license information is added to the complaint file. In approximately two weeks, you will receive a letter from the board confirming receipt of your complaint.

5. Does the contractor receive a copy of the complaint?
After the complaint is reviewed by an Elevator Safety Review Board team member, the contractor is sent a copy of the complaint along with a Notice of Complaint/Order to Respond. This document notifies the contractor and/or mechanic of the complaint and requests a written response to the complaint within 30 days.

6. What happens if the contractor does not respond to the complaint?
If the contractor and/or mechanic does not respond to the complaint, the board’s complaint committee may take further action in the form of fines, suspensions, and revocation of licenses.

7. How long does an investigation take?
Each complaint is unique by nature and will be reviewed and handled as such. The complaint committee works diligently to close and resolve complaints, but the complaint process will take a minimum of 60 days, and could take as long as a year for matters to be resolved.

8. Who do I contact if my elevator is not working?
If your elevator is not working or requires service please contact the Division of Labor and Industry at 410- 244-0977.