What is typically included in a comprehensive commercial lift maintenance agreement, and what should it cost?

In the year 2000, comprehensive lift maintenance agreements at $5,500 AUD + GST were truly comprehensive — all-inclusive of parts and labour. However, adjusting for inflation, a simple two-stop lift with full coverage for all parts and labour would now cost approximately $10,700 + GST.

The current going rate for what is now marketed as "comprehensive maintenance" is between $4,500 and $5,000 AUD. It’s simple math, comprehensive maintenance today cannot be what it was in 2000!

The following explains how lift companies have reduced the scope of modern "comprehensive" agreements to remain profitable:

Modern comprehensive agreements are so cheap, they often exclude repairs on “obsolete items” or components that have “reached the end of their reasonable working life.” This typically covers most major components on lifts older than 10 years and many smaller parts that would usually require replacement earlier.

Major lift companies have reduced maintenance visits to 10-15 minutes. This allows only enough time to sign in, check buttons, listen for noises, and fill out maintenance forms. It does not allow for proper inspections of shaft equipment, cleaning contacts, or adjusting doors. This limited maintenance leads to reliability issues, wear and tear, and ultimately expensive repairs.

Most newer lifts offer remote monitoring, allowing companies to log in to the controller to assess electrical issues. While useful, this typically still requires a technician on site to resolve mechanical faults and complex issues.

Some companies are replacing physical maintenance visits with “virtual” visits, logging into the controller instead of attending site. This is now being used to replace every second maintenance visit. While a significant cost saving for the company, this practice is widely viewed as misleading.

Locking customers into 3-5 year contracts allows companies to inflate repair costs and lower service standards. The total cost of repairs can far exceed the apparent value of the contract when customers are locked in.

Not all maintenance agreements include a documented annual safety check to comply with WorkSafe requirements. These checks are essential, time-consuming, and must be carried out by experienced technicians.

When all these shortcuts are combined, companies can still generate significant profits from $5,000 “comprehensive” contracts at the customer’s expense.

Unfortunately, we are unaware of any current comprehensive agreements that truly include all parts and labour for lifts older than a few years. However, the following tips can help ensure you're getting good value:

• Insist on each maintenance visit being a minimum of 40 minutes. This allows time for cleaning, adjustments, and minor repairs.
• Do not accept “virtual” or remote-only servicing.
• Avoid lock-in clauses. This helps keep repair quotes fair and customer service accountable.
• Ensure all service visits are fully documented, including what was done on site and any issues identified.
• Request a documented annual safety check.

I trust this blog has been helpful in exposing some concerning industry trends.

Until next time,
Andrew Lewis
Director

Published: May 26, 2025