Legacy Stairs & Millwork Inc

Mrs *** will have her stair delivered next week and I'll be calling her once my schedule is complete either today or tomorrow
Have a great day!
*** ***
Office Manager

Complaint: ***
I am rejecting this response because no action has been taken as of yetLet's see what happened next weekI think offering a money back as opposed to replace sing the entire set of stairs would have been cheaper but I guess this is what they would rather doSilly if you ask me, but I will accept once I receive something as a resolution to this issueSo far their Credibility has been tarnished and I won't believe it until it's finally in my home
regards
*** ***

I'm sorry I've been out (pulled my back out) went to ER and have not been in the office
We very much would like to get the resolved as wellWhat do you need from Legacy Stairs & Millwork Inc
Sincerely,
*** ***
Office Manager

Complaint: ***
I am rejecting this response because: The response is a complete lieI was upset the stairs were not delivered on 6/2/As per *** that was when they were supposed to be deliveredThe reason I was upset was because no one ever contacted meOn June Friday morning I called and spoke to ***She never called meEverShe sent email very poor customer relationsAfter they delivered the wrong set of stairs I asked *** to NOT deposit my C.O.DCheck because the stairs I signed for was not mineWhen they delivered my stairs I was not at homeMy yr old daughter let the take the wrong ones out of the garage and place the correct ones in the garageI wasn't able to inspect the stairs upon deliveryIn the morning my husband and I saw the worm holes in the 2nd tread and the crack in the string caused by a nail protruding through the wood from behindWhoever made the stairs missed his mark while nailing in the step and it cracked the side stringerI could not believe they were insisting this is acceptable for #pineThey were not willing to do anything except fill it hole with wood filled and glue the crackOf course I was upset, I didn't just pay all this money for a new set of repaired stairsI finally said I spoke to *** he assured me they were not depositing my checkWell they lied and deposited it immediately after I called to complain about the damagesI was very upset and I was speaking to *** when the boss *** got on the phone and told me to stop calling and complainingHe said I will repair the stringer and replace the tread but that's itI didn't want the stringer repairedI wanted it replacedI purchased NEW why should I have to settle for anything lessThey would NOT replace it and the pictures are attached to show the shabby job which is completely unacceptable.
Regards,
*** ***

I'll be able to respond to [redacted]'s complaint either later today or early tomorrow. Both [redacted] and [redacted] are at a Memorial Service this morning and I'd like the opportunity to review this case with them both.
Legacy Stairs & Millwork, Inc is also looking to have this resolved.
Sincerely,
[redacted]
Office Manager

Complaint: [redacted]
I am rejecting this response because:
Again I reject you response, please feel free to show me you phone bill where you called me on June 6th at 8am. I can show you mine which will just confirm who is credible here. The fact that you said I was screaming was so ridiculous and outrageous I didn't have enough room to respond before. [redacted] seems to be very good at passing the buck and making other people look wrong for her mistakes. Then when a customer is clearly upset because 2 employees lied the owner jumped into the middle of a conversation he knew only one side of and was extremely disrespectful and completely unprofessional. Yes they did replace one tread but I still have a split stringer which is the main part of the stairs. The glued it back together and it's still quite visible. Why should I have to pay for damaged stairs. You should have replaced the stringer since your builder is the one who caused the damage in the first place by missing the wood with a misplace nail from the underside and it split the first step. Absolutely visible as the photo show even after your attempt to fix them instead of replace it. If I purchased such cheap stairs then what's the big deal, why didn't you just replace the cheap stringer I supposedly bought. You seem to contradict yourself [redacted]. You should quit while your still far behind. Lies always catch up with you. Pictures tell the truth. Tell the Revdex.com my pictures are lying. I don't think you can. 
Regards,
[redacted]

Good Afternoon,
You can inform Mrs [redacted] that we will be replacing the 9 riser stair Red Oak tread, YP#2 stringer & risers. We will deliver only.
The 9 riser stair she doesn't want can be discarded as we will not pick up, only deliver.  I hope to have the new stair week of 8/11/2014.  
Again Legacy Stairs & Millwork Inc made every effort to fix the stair by making a new Red Oak tread and fixing the stringer.
I will be out of the office tomorrow if you need anything else from me I'll respond on Monday the 4th have a great week-end!
Sincerely
[redacted]
Office Manager

At this time I'm unable to respond, [redacted] (owner) is on his honeymoon and [redacted] is on vacation. Both returning on Monday the 7th I'll be sure to inform them of this rejection from [redacted].
We did replace the tread, again regarding the check it was deposited same day rail/stair was delivered. All our cod checks from days delivery are deposit not just [redacted]'s I can't say I'm sorry enough. However she also received her rail material cod balance included in stair check.
With regards to emails all our customers are notified via email (I send cod invoice for reference) and called which I spoke to [redacted] with delivery. It's a back system that works for other customers and business without a problem.
Sincerely
[redacted]
Office Manager

attached is the signed contract for standard stairs ordered/signed by [redacted] she chose the Red Oak treads and YP#2 risers & stringers(YP#2 is the lowest quality material for stairs).  This was also told to her by [redacted] in their conversation that for an additional $150.00 she could have...

a Red Oak & Poplar stair which is better quality stair. Yellow Pine #2 has notches it's the nature of the species.  The order was placed towards the end of the week and our stair orders need to be in by Monday 12:00 pm
unfortunately it fell on Memorial Day weekend which put the order behind.  We also had our CNC machine break down putting all our stair orders behind.  I ([redacted]) called [redacted] on June 6th 8:04am to confirm delivery on Monday the 9th of June and mailed her the cod balance for stairs and rail parts. She told me about being upset that the stairs were a week late and put her behind. I told her that I was sorry and apologized with explanation of what had happened.
That Monday, June 9th,2014 we delivered stairs, I had a part time helper due to our driver being out sick.  When the mistake of wrong stair delivered was noticed by [redacted] our driver was already in PA delivering stairs, upon return we picked up the wrong stair and delivered the correct one. Then [redacted] called about the stairs not to her satisfaction and being held up  an additional week.The unsatisfactory factors, by the customer, of the stair were aesthetic imperfections.  One of the imperfections were worm holes in a tread which we replaced with a brand new tread. The second imperfection was a raise in a notch of the stringer which was caused by a nail, we removed the nail with a screw. The notch was then sanded flush. The structural strength of the stair was satisfactory, the measurements were exact & after the replacement of the new tread , the stair was in absolute acceptance.  Regarding the check deposit [redacted] was out on the road and spoke to [redacted] and she email sent, unfortunately I didn't see that until after the check went to the bank. I again apologized. The stair balance was $400.00 and the rail parts $200.00
When she again called the office (screaming) [redacted](owner) spoke to her calmly but she was relentless, he asked her to please lower her voice, he also explained the YP#2
to her and that for the additional cost of $150.00 she would have a first quality stair. [redacted] then left the office to pick up the stair, had our shop fix and replace tread in question, and the stair was then returned. [redacted] delivered it back that afternoon and spoke to the general contractor who stated that he wasn't even ready for the stair to be installed so I cant see her being upset.

Complaint: [redacted]
I am rejecting this response because:
My contractor tried calling, spoke to [redacted] who said he would return his call but he never did. That was almost 2 weeks ago. They are continuing to make false statements and my patience for lies has a very low tolerance. I have submitted all the photos if they don't resolve this soon I will be forced to call an attorney. I am giving them one last option. 
Regards,
[redacted]

Review: I placed a customed order for stairs, first the C.O.D. delivery is set back a week and they never called me I had to call them. Then they delivery the wrong stairs. With that [redacted] agreed NOT TO DEPOSIT my check until my order was delivered and signed for. I never approved or signed for the delivery of these stairs I was not at home when they were actually delivered. If I was they would have been rejected because they were damaged. The only thing they would do is to repair them. Why would I pay over $1,300 for repaired stairs I could have repaied the ones I had. I was very upset. Then I found out they lied to me and deposited my check and paid in full for the stairs. I was furious,and I had every right to be. I have cracked stairs with worm holes and all I have it an offer for a patch job. I didnt want that,I wanted it replaced with new parts to match the order I placed. They refused. They came and repaired the stairs with glue it looks absolutely horrible, I will be taking him to small claims court to see if I can get something back so I can get the actually staircase that I want not one that was put back together with glue which was also donew very poorly and I have all the pictures to prove everything I have stated. The owner [redacted] is disrespectful and should be ashamed of himself the wway he spoke to a woman on the phone , threatened her if she doesnt shut up he is going to hang up and not do anything. He also said and I qouteI will repair them or do nothing for you, your choice. What kids of choice is that when you have all of my money and I have nothin but a damaged set of stairs because your guys dont know where to hammer their nails. Horrible experience, ZERO stars WOLD NOT RECCOMEND TO ANYONE. Can not be trusted, they lied right to my faceDesired Settlement: I want to be refunded for the one set of stairs. I want that set replaced. Idont want that set installed in my home

Business

Response:

attached is the signed contract for standard stairs ordered/signed by [redacted] she chose the Red Oak treads and YP#2 risers & stringers(YP#2 is the lowest quality material for stairs). This was also told to her by [redacted] in their conversation that for an additional $150.00 she could have a Red Oak & Poplar stair which is better quality stair. Yellow Pine #2 has notches it's the nature of the species. The order was placed towards the end of the week and our stair orders need to be in by Monday 12:00 pm

unfortunately it fell on Memorial Day weekend which put the order behind. We also had our CNC machine break down putting all our stair orders behind. I ([redacted]) called [redacted] on June 6th 8:04am to confirm delivery on Monday the 9th of June and mailed her the cod balance for stairs and rail parts. She told me about being upset that the stairs were a week late and put her behind. I told her that I was sorry and apologized with explanation of what had happened.

That Monday, June 9th,2014 we delivered stairs, I had a part time helper due to our driver being out sick. When the mistake of wrong stair delivered was noticed by [redacted] our driver was already in PA delivering stairs, upon return we picked up the wrong stair and delivered the correct one. Then [redacted] called about the stairs not to her satisfaction and being held up an additional week.The unsatisfactory factors, by the customer, of the stair were aesthetic imperfections. One of the imperfections were worm holes in a tread which we replaced with a brand new tread. The second imperfection was a raise in a notch of the stringer which was caused by a nail, we removed the nail with a screw. The notch was then sanded flush. The structural strength of the stair was satisfactory, the measurements were exact & after the replacement of the new tread , the stair was in absolute acceptance. Regarding the check deposit [redacted] was out on the road and spoke to [redacted] and she email sent, unfortunately I didn't see that until after the check went to the bank. I again apologized. The stair balance was $400.00 and the rail parts $200.00

When she again called the office (screaming) [redacted](owner) spoke to her calmly but she was relentless, he asked her to please lower her voice, he also explained the YP#2

to her and that for the additional cost of $150.00 she would have a first quality stair. [redacted] then left the office to pick up the stair, had our shop fix and replace tread in question, and the stair was then returned. [redacted] delivered it back that afternoon and spoke to the general contractor who stated that he wasn't even ready for the stair to be installed so I cant see her being upset.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The response is a complete lie. I was upset the stairs were not delivered on 6/2/14. As per [redacted] that was when they were supposed to be delivered. The reason I was upset was because no one ever contacted me. On June 6 Friday morning I called and spoke to [redacted]. She never called me... Ever. She sent email very poor customer relations. After they delivered the wrong set of stairs I asked [redacted] to NOT deposit my C.O.D. Check because the stairs I signed for was not mine. When they delivered my stairs I was not at home. My 14 yr old daughter let the take the wrong ones out of the garage and place the correct ones in the garage. I wasn't able to inspect the stairs upon delivery. In the morning my husband and I saw the worm holes in the 2nd tread and the crack in the string caused by a nail protruding through the wood from behind. Whoever made the stairs missed his mark while nailing in the step and it cracked the side stringer. I could not believe they were insisting this is acceptable for #2 pine. They were not willing to do anything except fill it hole with wood filled and glue the crack. Of course I was upset, I didn't just pay all this money for a new set of repaired stairs. I finally said I spoke to [redacted] he assured me they were not depositing my check. Well they lied and deposited it immediately after I called to complain about the damages. I was very upset and I was speaking to [redacted] when the boss [redacted] got on the phone and told me to stop calling and complaining. He said I will repair the stringer and replace the tread but that's it. I didn't want the stringer repaired. I wanted it replaced. I purchased NEW why should I have to settle for anything less. They would NOT replace it and the pictures are attached to show the shabby job which is completely unacceptable.

Regards,

Business

Response:

At this time I'm unable to respond, [redacted] (owner) is on his honeymoon and [redacted] is on vacation. Both returning on Monday the 7th I'll be sure to inform them of this rejection from [redacted].

We did replace the tread, again regarding the check it was deposited same day rail/stair was delivered. All our cod checks from days delivery are deposit not just [redacted]'s I can't say I'm sorry enough. However she also received her rail material cod balance included in stair check.

With regards to emails all our customers are notified via email (I send cod invoice for reference) and called which I spoke to [redacted] with delivery. It's a back system that works for other customers and business without a problem.

Sincerely

Office Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Again I reject you response, please feel free to show me you phone bill where you called me on June 6th at 8am. I can show you mine which will just confirm who is credible here. The fact that you said I was screaming was so ridiculous and outrageous I didn't have enough room to respond before. [redacted] seems to be very good at passing the buck and making other people look wrong for her mistakes. Then when a customer is clearly upset because 2 employees lied the owner jumped into the middle of a conversation he knew only one side of and was extremely disrespectful and completely unprofessional. Yes they did replace one tread but I still have a split stringer which is the main part of the stairs. The glued it back together and it's still quite visible. Why should I have to pay for damaged stairs. You should have replaced the stringer since your builder is the one who caused the damage in the first place by missing the wood with a misplace nail from the underside and it split the first step. Absolutely visible as the photo show even after your attempt to fix them instead of replace it. If I purchased such cheap stairs then what's the big deal, why didn't you just replace the cheap stringer I supposedly bought. You seem to contradict yourself [redacted]. You should quit while your still far behind. Lies always catch up with you. Pictures tell the truth. Tell the Revdex.com my pictures are lying. I don't think you can.

Regards,

Business

Response:

I'm sorry I've been out (pulled my back out) went to ER and have not been in the office.

We very much would like to get the resolved as well. What do you need from Legacy Stairs & Millwork Inc.

Sincerely,

Office Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

My contractor tried calling, spoke to [redacted] who said he would return his call but he never did. That was almost 2 weeks ago. They are continuing to make false statements and my patience for lies has a very low tolerance. I have submitted all the photos if they don't resolve this soon I will be forced to call an attorney. I am giving them one last option.

Regards,

Business

Response:

I'll be able to respond to [redacted]'s complaint either later today or early tomorrow. Both [redacted] and [redacted] are at a Memorial Service this morning and I'd like the opportunity to review this case with them both.

Legacy Stairs & Millwork, Inc is also looking to have this resolved.

Sincerely,

Office Manager

Business

Response:

Good Afternoon,

You can inform Mrs [redacted] that we will be replacing the 9 riser stair Red Oak tread, YP#2 stringer & risers. We will deliver only.

The 9 riser stair she doesn't want can be discarded as we will not pick up, only deliver. I hope to have the new stair week of 8/11/2014.

Again Legacy Stairs & Millwork Inc made every effort to fix the stair by making a new Red Oak tread and fixing the stringer.

I will be out of the office tomorrow if you need anything else from me I'll respond on Monday the 4th have a great week-end!

Sincerely

Office Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because no action has been taken as of yet. Let's see what happened next week. I think offering a money back as opposed to replace sing the entire set of stairs would have been cheaper but I guess this is what they would rather do. Silly if you ask me, but I will accept once I receive something as a resolution to this issue. So far their Credibility has been tarnished and I won't believe it until it's finally in my home.

regards

Business

Response:

Mrs [redacted] will have her stair delivered next week and I'll be calling her once my schedule is complete either today or tomorrow.

Have a great day!

Office Manager