What to Do When Your Elevator Breaks Down

Stay Calm and Act Fast

An elevator breakdown is one of the most stressful events a building owner or manager can face. Whether passengers are trapped inside or the unit simply stops working, the situation demands a quick, calm, and organized response.

At BROUSS Elevators, we handle hundreds of emergency calls every year across South Florida. Here's our expert guide on exactly what to do when your elevator breaks down.

If Passengers Are Trapped Inside

This is the highest-priority scenario. Someone is stuck, scared, and possibly in medical distress—especially in Florida's heat.

Step 1: Communicate Immediately

Use the elevator's intercom or emergency phone to speak with the trapped passengers. Reassure them that help is on the way. Ask if anyone needs medical attention.

Step 2: Call Your Elevator Service Company

Contact your elevator contractor immediately. A qualified technician must perform the rescue—never attempt to pry doors open or operate the elevator manually unless you are certified to do so. At BROUSS, we respond to entrapment calls in under 2 hours, and often much faster.

Step 3: Call 911 If Necessary

If a passenger reports a medical emergency, claustrophobia, or extreme distress, call 911 in addition to your elevator service provider. Fire departments can assist with elevator rescues, but a trained technician ensures the safest extraction.

Step 4: Keep Communication Open

Stay in contact with the trapped passengers until help arrives. Let them know the technician's estimated arrival time. Remind them that the elevator car is a safe space—it will not fall.

If the Elevator Is Simply Not Working

When the elevator stops running but no one is trapped, the situation is less urgent—but still needs prompt attention.

Step 1: Verify the Problem

Check if the issue is on all floors or just one. Is the elevator responding to calls at all? Are the doors opening and closing? This information helps your technician diagnose the problem faster.

Step 2: Post "Out of Service" Signage

Immediately place clear signs on every floor to prevent people from waiting for an elevator that won't come. If your building has multiple elevators, direct traffic to the working units.

Step 3: Call Your Service Provider

Report the issue to your elevator contractor with as much detail as possible: when the problem started, any unusual sounds or behavior, and whether the elevator is stuck on a specific floor.

Step 4: Assist Residents and Visitors

In buildings with elderly or disabled residents, arrange assistance for those who cannot use stairs. This is especially important in South Florida's multi-story condos and senior living facilities.

What NOT to Do During an Elevator Breakdown

• Don't try to fix it yourself. Elevators contain high-voltage electrical systems and heavy mechanical components. Only certified technicians should work on them.
• Don't force the doors open. This can cause injuries and further damage the elevator.
• Don't use the elevator after a partial recovery. If the elevator starts working again on its own, keep it locked out of service until a technician inspects it.
• Don't ignore recurring issues. If your elevator has broken down more than once in six months, it's time for a thorough inspection or modernization assessment.

Prevention Is the Best Strategy

Most elevator breakdowns are preventable with regular maintenance. Worn parts, misaligned doors, and aging control systems can all be identified and addressed before they cause a failure.

A comprehensive maintenance contract with a reputable service provider is the best way to minimize breakdowns, protect your tenants, and avoid expensive emergency repairs.

BROUSS Is Here When You Need Us

Emergencies don't wait for business hours—and neither do we. BROUSS Elevators offers 24/7 emergency service across Miami-Dade, Broward, and Palm Beach counties with guaranteed response in under 2 hours.

Save our number now: 786.308.9128. When your elevator goes down, BROUSS gets it back up—fast.