How is the other office doing the copy/monitor? If they are doing the "mapping" of one family for another, that could explain why they are seeing different things, since they would be using different families. Is that what they are doing? More information would be helpful.
By "models" do you mean "families"?
Yes, but do you know which method is the other office using? Who is the other party? MEP? There is "copy original" and "mapping" (replacing). Usually they would use "copy original" if your families have connectors. Otherwise, they might do the mapping to replace your families with their "equivalent" (not identical) families with connectors. Some other offices don't even bother with that but just place families that just have connectors and/or fittings and no other geometry. That's the reason for my questions.
Is there any chance you could upload the family so we can try to replicate the issue on our end? Otherwise it's really only speculation without root.
The model is attached here as well as a picture of what is happening. It is hard to see, but in the copy the component is losing it's elevation.
I created a project in Revit 2014, placed this family, then linked this project into another project, did copy monitor with "copy original". As I was expecting, the family did not "lose its elevations" (How can a family made of solids "lose" its elevations?). I don't think there is any issue with the family. It might be some visibility setting or section depth, etc, on your clients' side.