Bay View Railing & Ornamental, Inc.

To: Revdex.com of WisconsinBay View Railing Comanufactures hundreds of railings to satisfied customers every yearWe strive for customer satisfaction and do go out of our way to correct any issues they may have.I was a bit surprised to see this complaint was made since we were working with this customer
towards an acceptable conclusion.As I stated to this customer 1) we provided a top quality railing at a reduced price since they were a repeat customer2) the railing was placed in the ONLY acceptable location because a) to prevent concrete cracking and b) to prevent pedestrians from twisting ankles on the step edges.I did not realize the customer was so determined to have the railing so close to edge of stairsI would have declined this job if this was so.What does this customer desire for an acceptable conclusion?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I would like Bayview Railing to refund the complete down payment, and no other items or service will be due by Bay View Railing (option B). Please advise how this will be handled. With the refund by overseen by Revdex.com or will Bayview Railing contact us directly to arrange this?
Regards,
*** ***

Bay View Railing and Ornamental Inc. serves several hundred customers each year by providing quality, custom made railings, gates, fences, and other metalwork.We pride ourselves in giving the customer what they want after presenting the most options in designs and colors. My initial meeting...

with Ms. [redacted] I presented many options including the style which we have manufactured. The railing is a basic "stick" style, legs and top rail only. I had suggested the 1 inch square material as this is very fitting for elderly to hand grasp and because this is their main reason for the railing. I thought this was the style Ms. [redacted] wanted.  The proposal/ contract we forwarded to Ms. [redacted] reflected this design and color and was approved, signed, and down payment forwarded to Bay View Railing. Only after receiving the signed contract did we manufacture this railing. It does meet all details of the contract.We have been given awards by Angies List almost every year and again pride ourselves by giving our customers "a custom quality product at a reasonable price".We propose 2 options to clear this unfortunate misunderstanding: A) Bay View Railing will remove the 2 scrolls from current railing and recoat with a "different" silver coating and then install as originally agreed upon. We will NOT change the posts and/ or top rail however. This would also require payment in full on day of installation. B) We will refund the complete down payment to Ms. [redacted] and no other items or service will be due by Bay View Railing.We had been discussing options with Ms. [redacted] and are very surprised at this complaint.Again, with hundreds of satisfied customers per year, we strive for complete customer satisfaction.Chris    VP of Bay View Railing Co.

This response is in regards to the complaint of our customer, [redacted].Bay View Railing Co. offers a top quality product with professional sales and service and we strive for complete customer satisfaction.In consideration of the issue Thiesen has with where we installed the railing, we agree to waive the final payment for this railing.As we wrote earlier, we were in the works of coming to terms with Thiesen and we had already come to this conclusion here at Bay View Railing Co. before this complaint was sent to Revdex.com.We also feel this was an unwarranted complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was very clear on where I wanted the railing placed.  The new steps are identical to the old and this was the location of the railing for the last several decades. I now understand that Bay View Railing is not able to install a railing where we originally discussed.  But the time to tell me this was in response to my early emails to them - when I asked if they could install the railing off the steps.  Or when we agreed to 5.5" from the grass.  Or when they got to the property and realized they could not install anywhere but the steps.  Not after the railing was installed.  Since Bay View Railing installed the railing in a location I did not agree to, I would like the remaining $295 of my bill (I have already paid $300) to be cancelled.  This was an error on their part.  They did not contact me when they realized they could not place the railing where we had agreed.  They have damaged my new concrete by drilling holes in an unapproved location.  I am willing to pay for half since I need a railing at my rental property, and I have little time to find another solution before winter arrives.  I hope they also find this to be a fair, acceptable resolution.
Regards,
[redacted]

Thank you - if you could please email a final invoice that shows you've waived final payment (for my records) I would appreciate it.

Review: Below is our most recent communication with this business. We have had several telephone conversations over the last four months with them as well regarding this issue. Photographs of the peeling paint and rust were attached to this latest email.

To: [redacted] Bay View Railing and Ornamental

Attached are photos of the failure of the paint finish and resulting rust damage

on our railing. In several phone conversations over the last few months you

have assured us that you will take care of this at no cost as we notified you

within our warranty period. We are still waiting and are getting concerned that

the weather will soon be too cold for the necessary repair and refinishing.

When we purchased the railing from you in December of 2009 for almost $1,500.00 you

stated "... the paint finish is backed by Bay View Railing for a period of 5

years. If in that time the finish breaks down, we will refinish at NO COST to

you. Spot rust from chips from shovels, etc. are not included... We give our

customers a quality product and we always stand behind it years after

installation... Thank you for your business and please consider this your

warranty."

As you can see from the photos, the damage is not due to chips from shovels,

etc. It is a complete failure of the paint finish.

Again, we ask, when our railing will be repaired and refinished?Desired Settlement: Our expectation is that our railing with have all rust removed and will be repainted before the end of October, 2014.

Business

Response:

Per the previous contact with the customers on the dates specified, we acknowledged their claim about the railings and have had their information on our list for touch up since that time. We do not set an immediate time frame for doing the touch ups unless there is a safety issue. We schedule our touch ups based upon when we are in the area. We understand the time and temperature sensitivity of our coatings and will have the touch up completed within a reasonable time frame.

Consumer

Response:

This matter won't be resolved until the railing is "touched up." If they haven't been in our area in the past six months or so, what is the likelihood that they will be in our area in the near future? We "accept" their words that they acknowledge responsibility, but we won't be satisfied until the work is done. Again, our desired outcome is to have this completed by the end of October before cold weather hits. The rust damage is already significant, and going through a winter in this unprotected condition could cause further damage to the metal. At this point, as evidenced by the photos that we provided to the business, the railing already requires more than a touch up. We've certainly been more than patient regarding this matter and are expecting some action in the next three weeks.

Business

Response:

Per the previous email, we will be out to fix the paint issue before the end of october (weather permitting). I have the work scheduled for either friday afternoon or mondayafternoon. Any direct questions or scheduling conflicts, if the customer chooses to be home during the work, can be directed to my cell phone at [redacted]

Review: I contacted Bay View railing after seeing a yard sign next to a railing that they (presumably, based on the sign) installed. The railing was the exact style I wanted for my front stoop. I received quotes from multiple companies but ultimately went with Bay View railing because I believed the example I had seen was evidence that they could deliver exactly the style of railing that I wanted.

[redacted] the salesperson/owner came out to my house for an initial consultation. I showed a picture of the railing I wanted and described the location of the property where I had seen it. He responded that he knew exactly the house. We discussed the layout of a railing for our home (how to install without obstructing the mailbox, pros and cons of going into the concrete vs. putting a footing into the grass). He also recommended that I have our front walk mud-jacked prior to installation. He wrote a quote for a 1 inch square railing with stainless paint. Based on our conversation, I believed that this quote was describing the railing that I had requested. While I realized that the layout the railing would differ (L shaped for our stoop vs. straight for the example railing I had cited) I believed that I was purchasing a railing that was identical in style.

After mudjacking the front walk I signed and returned the contract. I waited approximately 6 weeks for fabrication of the railing. When they arrived to install it on 11/2 the railing that was delivered was completely different from the example I had shown. Rather than a stainless look, it was a shiny gray. The uprights and the hand rail were the same size and shape, while the example had a distinct "hand rail" appearance with a flat top. The delivered railing had decorative swirls included, while I had admired the other for it's minimalist appearance.

I sent the installers away and immediately contacted the company. They claimed that they had delivered a "high quality railing" and "exactly what was written in the quote" and became very defensive, stating at one point that the contract would hold up in court (I had hoped to resolve the issue with this phone call!). They offered to discount the price or insisted I should pay more for the railing I originally requested. I replied that I would discuss with my husband and call back. My husband called back the next day. They said that they needed time to consider options and would follow up with him within the week. They did not do so. He called 2 more times and left messages, his phone calls were not returned. Today he called from another number and they answered the call. When he identified himself and again asked how we can resolve this they insisted they never saw a photo and that the railing they delivered is perfectly fine.

My elderly father-in-law lives with us and has difficulty with the step in front of our house. He will become homebound when the weather turns if we do not have a railing installed.Desired Settlement: I would like either a refund of our deposit ($287.50) or delivery of a railing that looks like the example we provided.

Business

Response:

Bay View Railing and Ornamental Inc. serves several hundred customers each year by providing quality, custom made railings, gates, fences, and other metalwork.We pride ourselves in giving the customer what they want after presenting the most options in designs and colors. My initial meeting with Ms. [redacted] I presented many options including the style which we have manufactured. The railing is a basic "stick" style, legs and top rail only. I had suggested the 1 inch square material as this is very fitting for elderly to hand grasp and because this is their main reason for the railing. I thought this was the style Ms. [redacted] wanted. The proposal/ contract we forwarded to Ms. [redacted] reflected this design and color and was approved, signed, and down payment forwarded to Bay View Railing. Only after receiving the signed contract did we manufacture this railing. It does meet all details of the contract.We have been given awards by Angies List almost every year and again pride ourselves by giving our customers "a custom quality product at a reasonable price".We propose 2 options to clear this unfortunate misunderstanding: A) Bay View Railing will remove the 2 scrolls from current railing and recoat with a "different" silver coating and then install as originally agreed upon. We will NOT change the posts and/ or top rail however. This would also require payment in full on day of installation. B) We will refund the complete down payment to Ms. [redacted] and no other items or service will be due by Bay View Railing.We had been discussing options with Ms. [redacted] and are very surprised at this complaint.Again, with hundreds of satisfied customers per year, we strive for complete customer satisfaction.Chris VP of Bay View Railing Co.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like Bayview Railing to refund the complete down payment, and no other items or service will be due by Bay View Railing (option B). Please advise how this will be handled. With the refund by overseen by Revdex.com or will Bayview Railing contact us directly to arrange this?

Regards,

Review: In August of 2012, I ordered custom made railings for residences at [redacted], and for [redacted] in [redacted]. The warranty states that "The paint is warrantied for a period of 1 year from the date of installation and covers painted finish from any defects that result from the workmanship of the as installed finish." In June of 2012 I noticed that spots of rust were appearing on both sets of railings, and some paint was peeling off. I called Bayview and spoke twice with [redacted], who had originally sold us both railings. On August 2, 2013, Mr. [redacted] assured me the warranty was valid, and that the problems would be taken care of within 2 weeks. By September 5, 2013, nothing had been done. I called again and spoke to Mr. [redacted] for the second time, and he assured me that the probem would be taken care of within 2 weeks. In early October, nothing had been done yet. I called again and no one answered the phone, so I left a message asking for a return call. No call ever came. I called again today, and no one answered the phone, so I left another message. No call has come yet.Desired Settlement: The porch rails at both places need to have the rust areas properly removed and be refinished to their original condition, as [redacted] told me they would be.

Business

Response:

[redacted],