Nationwide Lifts of Mass

I have held off writing this in hopes they would acknowledge the magnitude of problem and discuss compensation, but they seem determined not to face reality. It has been an utter nightmare from the start and the nightmare continues to this day. The elevator was installed for mobility reasons. I have multiple sclerosis and have trouble climbing the stairs; i will soon not be able to do it at all. The elevator began breaking down about a month after installation. It was down 36% of the time---five periods totalling 130 days---between 9/25/14 and 9/25/15. It has been down and unusable 82 days so far---around 30% of the time if I divided right---in 2015 (I am writing in early October). At our first party, in fall 2014, four people and a dog got stuck between floors for over an hour. It has happened several times since. Sometimes the elevator "falls" and scares the wits out of us. (They say it isn't really a "fall" so let me rephrase it: alarmingly rapid descent with whooshing noises.) Once the cab bashed so hard against the shaft that the ceiling ripped apart from the walls. I had to come home from work one day because my wife and daughter were stuck between floors. Don't get me wrong; they do their best when people get stuck, someone is here in an hour to 90 minutes. That's not the problem. The problem is that the thing can't be relied on---that's putting it mildly, it's been broken six of the last ten weeks. I increasingly need to rely on it and don't know what I am going to do. These things happen I guess. The rep and repair person are trying their best. But, and this is my real complaint, they act like these are growing pains, the kind of thing we'll look back on later and laugh at how upset we got. The rep suggested that I ought to be happy because all the repairs so far have been free. Which reminded me that they will soon NOT be free. These guys will be charging $150 (off hours is $200 or more) for repairs to a product that really should have been ripped out and replaced. You'd think it couldn't get any more outrageous, but tonight it didl. The warranty is supposed to be for 12 months after inspection. I assumed that meant after it PASSED inspection (January 2015), but no! They started the clock at a FAILED inspection in September 2014 which they felt wasn't their fault. Their generous offer to me tonight, get this, was that they would extend the warranty until January 2016, the time we had assumed it would end all along. I am sorry to say these things. But it's just been awful. It promises to stay awful for a long time. PS To top it off we were told the fault was hours because we had failed to sign a separate maintenance warranty that (i) we never received (ii) they never mentioned (iii) wouldn't have kicked in until a year after installation anyway. We were further told that we were overusing the elevator in taking 241 trips over a period last month that it wasn't used at all, because we were waiting for the repairs to occur after a breakdown.