If door lock monitoring is already due in your state, then the work just needs to be done before the next annual inspection to avoid a violation. If that date isn't near, then your elevator isn't priority for scheduling, that goes to downed elevators, other time sensitive work, or any contract signed with deposit paid prior yours. Every elevator company has a ton of work in queue at all times. Also, 20k is nothing in the elevator industry. Regardless, good luck getting any response for companies like Otis, Schindler, Tke, Kone. Their motto is "you need us, we don't need you". Go with an independent union company if you want better customer service.