Unfortunately that is the normal sound of the Brake when it is out of adjustment. If adjusted properly they make a soft clunk not heard out of the hoist-way. Kone has write-ups on proper Brake adjustment, perhaps you need to find out if building management just has an oil and grease contract and not a maintenance contract. If it is an O and G contract they have to pay for Kone or who ever is servicing your elevator to come out and adjust the Brake.
