OP, there are a couple of things that might be wrong. First the pull down ladder may not have been installed correctly, as I recall ours had 2 screws in each end and 3 screws in each side, with wedges to square up the unit in the rough opening. Second, if the person accidentally stepped on the drywall ceiling, it may have pulled away from the rafter. Lastly, if the weight limit was exceeded the ladder frame may have split, if this is the case, IMHO, you need to get a new ladder installed.
There are several handymen in the area that should be able to help you. I cannot make recommendations as I typically do my own work. Also, there might be a sticker on the unit with a help line from the original manufacturer.
Send me a PM with your phone number if you would like to discuss further.
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Pennsylvania, for 60+ years, most recently, Allentown, now TV. 
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