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Mylen Stairs, Inc.

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Reviews Mylen Stairs, Inc.

Mylen Stairs, Inc. Reviews (9)

This order is ready and will be picked up from our warehouse.. It will be picked up today the Bill of Lading number is Load ID# [redacted]

Stairs are shipped out to [redacted].  We have reached out to him several times last week and he has not responded to any of our calls or emails.  According to the tracking information for his shipment a delivery appointment is scheduled and [redacted] will be recieving his stairs today.If [redacted] has any concerns he can please call myself or our customer service team back so we may address.

Customer in Texas just hoping we can resolve issue that I have been working on for weeks. every time I call they are always in a meeting or busy . They however do have a good product but no one is perfect and we all make mistakes . Lets be positive and get the mistakes taken care of . Stairs newel post needs to get resolved . Customer in Texas with upset client.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint...

has NOT been resolved because:

Mylen Stairs has failed to send the stairs on the first promised date which was the week of * March 2015, Mylen Stairs has also failed to send the stairs on the second promised date which was the week of * April  2015, Mylen Stairs still has not sent the stairs on the 3rd promised date which was April ** 2015. Mylen Stairs is also refusing to cancel my order and refund me the money.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: We ordered stairs for our condo at the beginning of March. We were told, and the contract stated that the stairs would be shipped on March *, and that the funds would only be retrieved from our accounts on the shipping day. The funds have been withdrawn the next week. However, it is now April ** and our stairs we are told are still in production. Every time we call and talk to Customer Service, especially the person responsible of our order, [redacted], we are being lied to and promised things that never happen.

This company has no dignity and honor, they do not understand customer service and have no problem lying to consumers over and over again. They are [redacted], period.

Consumer BEWARE.Desired Settlement: Free Fast Shipping Of our stairs. Respect the contract. Gives our Stairs and our money back.

Business

Response:

This order is ready and will be picked up from our warehouse.. It will be picked up today the Bill of Lading number is Load ID# [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Mylen Stairs has failed to send the stairs on the first promised date which was the week of * March 2015, Mylen Stairs has also failed to send the stairs on the second promised date which was the week of * April 2015, Mylen Stairs still has not sent the stairs on the 3rd promised date which was April ** 2015. Mylen Stairs is also refusing to cancel my order and refund me the money.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Stairs are shipped out to [redacted]. We have reached out to him several times last week and he has not responded to any of our calls or emails. According to the tracking information for his shipment a delivery appointment is scheduled and [redacted] will be recieving his stairs today.If [redacted] has any concerns he can please call myself or our customer service team back so we may address.

Review: ordered a set of stairs from this company on 5/**/14,was told 2-4 weeks for delivery,paid them in full,was told by [redacted] the stairs are ready to be shipped,got a call telling me there is a problem, they never went out to be galvanized when I was told they where,and they going to gavanizer 0n 7/**/14and being shipped on 7**/14 called on 7/**/14stairs still not shipped,constently being lied to, will never do bussines with them againDesired Settlement: want my stairs,and discount

Business

Response:

Good Afternoon,

In regards to the consumer complaint we have been in touch with [redacted] regarding the production schedule of his stair. We custom make each stair for our customers. We strive to hit the target week of when it was to ship. But due to custom pieces of his stair and a delay from the galvanizer we unfortunitly did not hit his ship week. Between [redacted] and myself we have spoke to the customer regarding the delays and projection ship dates. As of now he stair has shipped please see attached bill of landing and an email to [redacted] showing his tracking information for his order. His order was orginally scheduled to be picked up on Monday 07/**/14, but due to the carrier getting the shipment late into their system it could not be picked up until the next day. Tuesday, the carrier New Penn hit capicity on their truck and was not able to make the pick up. The order is going out today, see email chain. We also took on the cost of a lift gate for the [redacted] so he did not have to worry about off loading the shipment when it arrived.

We have communicated with [redacted] and kept him informed on the order and the shipping details.

Review: On May [redacted], 2014 our contractor ordered spiral stairs from Mylen Stairs for our rental property. In early June, the contractor was in email and phone contact with the [redacted] for Mylen Stairs, to make a change to the order. In short, we needed the stairs to descend in a counterclockwise manner in order to make full use of the space and have the optimum entry and exit point for the stairs. Faxes and signatures were exchanged, with a diagram showing the revision to the order which I have a copy of. At that time, there seemed to be some confusion, as the [redacted] sent over the original drawing of the clockwise stairs, but the contractor was assured through phone conversations with the [redacted] that this was just an error and he understood that the stairs needed to be counterclockwise (thus requiring the revision to the original order). The stairs were delivered on July [redacted] but we discovered after a full day of installing the stairs that Mylen sent the wrong stairs that descended clockwise (this was only discovered when we tried to install the pre-fabricated metal railing). I emailed the [redacted] on July [redacted] about the issue, requesting that the correct stairs be sent, but did not receive a reply. I emailed twice on July [redacted], again no reply. When I emailed another member of the Mylen staff on July [redacted], he told me that the [redacted] and the contractor had worked out a solution, which was not true.

We ended up spending another two days taking down the stairs and adjusting the entry and exit points to have the stairs descend clockwise. This was far from optimal and caused a great deal of aggravation and expense. In the end I ended up with stairs that were not what I wanted, but I could not wait any longer given tenants were due to occupy the home in one week. When I called Mylen on July [redacted] to speak to the [redacted]'s supervisor, I was told by a Mylen employee that the [redacted] is basically in charge and does not have a supervisor. I asked to speak to the [redacted], who spent the entire conversation making excuses for why he never responded to my emails. I said the Mylen customer service was downright terrible, he was dismissive. He then blamed the error on the contractor, stating he had a signature on the drawing of the clockwise stairs dated June [redacted]. I said I had exactly the same thing with the revised counterclockwise direction – and explained that the contractor said there was some confusion on what was faxed by the [redacted] that day. I stated clearly that the bottom line was that it was the job of the [redacted] to ensure the order was correct – which he did not. Why would we have needed a revision if the stair direction had stayed the same?

At no point did Mylen take any responsibility for the error or attempt to make amends. I want to ensure that other customers know that Mylen Stairs does not operate with integrity and does not value good customer service.Desired Settlement: I would like to be compensated for the fact that I did not receive the correct product. I also want to ensure that other customers know that Mylen Stairs does not operate with integrity and does not value good customer service.

Business

Response:

Good Afternoon,

Following is our response to the above complaint... The above client is a customer of our customer's. Our customer [redacted] placed the order with us on 05/**/14. From the beginning of the order it was always to be a clockwise stair per [redacted]. See attached signed drawings showing the position of the stair. [redacted] and [redacted] has several conversations discussing the status of the stair, etc at which point nothing was mentioned about the change of direction of the stair. [redacted] stated in his final conversation with [redacted], he was aware that he ordered the incorrect stair but was going to make it work since he was installing it. I feel we have fullfilled his order to what he signed and agreed upon. If [redacted] had miscommincation from his clients that should not reflect on us. We completed what [redacted] ordered and had it shipped out to him, which he also installed in his customers home.

Any questions please feel free to reach me at the below number.

Thank you.

Mylen Stair

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This simply does not make any sense. Attached please find email correspondence

between the Mylen [redacted] and the contractor dated June * and June **. Both emails are titled “[redacted]

Revised” with attachments titled “[redacted]_Leal_Model_Rev1” and “[redacted]_Leal_Model_Rev2”. If there were never any revisions to the

original order placed in May, why would there have been this email exchange in

June? The emails also demonstrate that

there was some confusion regarding the stair direction with one of the attached

diagrams showing a clockwise descent and the other a counterclockwise

descent. I have also attached the

correct version (counterclockwise descent) with the contractor’s signature and

date that was faxed to Mylen. Once again, the [redacted] did

not take responsibility for ensuring that the correct order was placed and

shipped.

It is even more discouraging to me to see that the company

continues to sidestep the truth and therefore sidestep their responsibility.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Per the [redacted] of Mylen STair:

On 4/** I was contacted by [redacted] in regards to a spiral

staircase. At which time he explained he was a contractor bidding a job. I gave

him an estimate for a Builders Econo Interior spiral staircase for a 5’

diameter with a clockwise rotation, on 5/** he contacted me to order it. I had

him sign and date the order and sign the rendering of the rotation of the

spiral. On 6/** he contacted me and asked if it was too late to change the

rotation and that the owner hadn’t made up her mind. I stated it was close and

if he wanted it changed it had to be quick. I then sent him a rendering of a

counter clockwise spiral and said if you want it changed sign this and return

it to me before end of day Thursday since Friday I would be out of the office.

Thursday morning I got a fax from him with the original diagram of a clockwise

rotation. So I left the order as it was. On July [redacted] I was contacted

by [redacted] and was told the handrail was wrong. After a few minutes and a few

pictures from [redacted] I noticed he had installed the treads backwards and was

trying to install the handrail upside down. I then told him he was installing

it backwards. And that he was installing it counterclockwise and had ordered a

clockwise rotation. His exact words to me were (Please don’t tell the owner

that) I explained to him that he would need new treads, platform and handrail.

After his conversation with the homeowner [redacted] called me to tell me the owner

had not paid him and was rejecting the stairs. I immediately sent him the order

that had been signed by him on 6/** showing him that he had indeed sent me a

confirmation of the clockwise rotation. Where he was left speechless.

Shortly afterwards I received a copy of the second diagram for a counter

clockwise rotation with [redacted]s signature on it from the homeowner. Which only

proved to me that they had signed documents after the fact.

Please see attached drawing outlinging the clockwise stair that was order and the fax confirmation of which it was receievd.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is simply further proof that this business is not to be

trusted. In their original response to

my complaint they stated that the contractor had never requested a revision to

the direction of the stairs. Now the

[redacted] conveniently remembers (once I submitted proof) but still takes

no responsibility for ensuring a correct order.

I submitted the two emails with my last response showing two attachments designed by Mylen with different stair directions. It was

the responsibility of the [redacted] to ensure that the order was correct

before it was placed, particularly given that the two attachments showed a

different stair direction (clearly an error made by the [redacted]). It is the least any customer could expect,

especially when spending thousands of dollars.

As I explained in my original complaint, the contractor first installed

the stairs in a counterclockwise direction, assuming that the order had been

placed correctly and that the correct stairs had been shipped. It wasn’t until the railing did not fit that

we all realized it was because Mylen made an error and sent stairs that

descended clockwise instead of counterclockwise. As I described in my original complaint, this

resulted in a great deal of aggravation and an end result that was far from

optimal.

It remains clear that Mylen Stairs does not

operate with integrity and has no regard for high quality customer service. Others

should be aware before making a purchase with this company.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I first called [redacted] in early [redacted] having discovered an emblem on an existing spiral stair system at a customers home. We planned to replace the existing wood hand rail on the porch with 3 pieces of [redacted] pipe to match the stair system. I contacted [redacted] by phone and was directed to [redacted] with whom I dealt thereafter. After some confusion and the return of two incorrect orders, [redacted] finally understood that I was ordering three 1-1/2" by approximately 74" steel galvanized pipes to be used as a railing, not a stair system. Shortly thereafter, I was called by someone else at [redacted] and told I would need help getting the delivery off the truck as it weighed over 100 pounds. Confused, I called [redacted] and discovered that the order was filed incorectly. He resolved the problem and the order arrived without incident in [redacted]. The charge to my credit card was $491.25. In mid [redacted] of this year my clients decided to replace two more existing wood handrails with [redacted] galvanized pipe. I contacted [redacted] by phone, was told [redacted] no longer worked there and was forwarded to [redacted]. I explained to [redacted] what I wanted: two 1-1/2" X 94-1/4" pipes and that I had ordered a similar product a year ago. On [redacted] I received a docusign order from [redacted] for a complete stair system. I emailed him, explained that he misunderstood my request. He resent the order a week later- this time the order was for a ballustrade. I called [redacted] back and emailed him explaining that the document was wrong again and that I was loosing confidence. On [redacted] a charge from [redacted] for $491.25 appeared on my credit card statement. I thought it strange that two pipes cost the exact same amount as three just twelve moths before. I mentioned it to [redacted] on the phone and he said he would take care of it. [redacted] resent the order correctly on [redacted], I signed it and hoped for the best. Weeks had gone by since I received the first and second, incorrect docusign orders and I was due to leave the country on [redacted] for four weeks for work. I called [redacted] and left a message explaining that I needed the order to arrive on the cape by [redacted]. I did not receive a call back from him nor did he respond to my emails. I did get a message from [redacted] calling from a transport company on Thursday,[redacted] telling me that they had the order and would need help getting it off the truck as it weighed over 250 pounds. I called [redacted] back that afternoon but was routed to her voice mail. I explained that I was sure that two pipes could not weigh 250 pounds, that I was leaving the country the following Tuesday and needed to resolve this before I left. I did not get another call from [redacted] but did receive a call from another women on Wednesday after having arrived overseas. I explained I was overseas, driving in traffic, that the call was costing me a bundle and that the order was wrong - she replied that I had signed for it, I had authorized its delivery, that it had to be right and that I had to accept it. Baffled I explained that I ordered two pipes - she insisted the order was correct, was put on a pallet and that was why it must be so heavy, She said it needed to be delivered as I was incurring significant storage fees and a penalty. After more than five minutes on the phone, I hung up and decided to try to resolve the problem with [redacted] by email. I then received a slew of emails from a number of different people forwarded by [redacted] indicating I was responsible for the order and must accept it. I responded to [redacted] emails in great detail explaining my whereabouts, how to communicate with me and my concerns about the order. Later, I discovered that [redacted] had edited each of my emails and none of the other individuals knew I was overseas and could not be reached by phone, only by email and text. I again explained to [redacted] that the order must be incorrect - it could not weight 250 pounds. He insisted it was right. So, out of concern about the outrageous storage fees I was told I was responsible for, I arranged to have my customer meet the delivery truck. He waited three hours and when the truck arrived he asked to open the box - It was an entire ballustrade. He rejected it and sent it back. I emailed [redacted] and explained that, as suspected, the delivery was wrong. I never heard from [redacted] again. After returning home I contacted [redacted] and spoke with [redacted]. He explained that [redacted] had been let go and he would take care of everything. I explained much about the ordeal to him and he promised to get me the two pipes and resolve the overcharge to my credit card. Two weeks ago THREE 1-1/2" pipes, not two, arrived without warning or invoice and no adjustments have been made to my account. Needless to say I find it remarkable that you folks are still in business. I've never had such an agonizingly difficult purchasing process marked by stunning errors at every turn with any vendor in 39 years in the business. I am reluctant to file complaints about any business being aware that everyone makes mistakes. However, in this case, the mistakes were so numerous and costly and no adequate solution has been reached. I incurred overseas phone expenses and lost work productivity due to the fifteen to sixteen hours I have spent trying to resolve the problems with this purchase. I would be happy to forward all email correspondence (more than 27) and phone records at your request.Desired Settlement: Where do I start. As well as an apology and recording of the event with the Revdex.com, Myeln should credit me the balance due and pay to have the third pipe returned to them.

Consumer

Response:

At this time, I have not been contacted by [redacted] Stairs Inc. regarding complaint [redacted].

Sincerely,

Business

Response:

The business has responded. Please read below:

In regards to [redacted], it looks like there was a lot of back and forth between [redacted] and [redacted]. According to our records his initial order was shipped out to him at the specified date he requested when submitting his order. When orders are placed we ask the customer what ship week are they aiming for and we push to have the orders sent out during that week. This was completed at [redacted]' request. Once the order shipped the carrier called [redacted] to schedule his delivery and he left the country and did not notify us of this. The carrier then proceed to hold the order until he returned at no cost. When the carrier was reaching out to [redacted] to reschedule the shipment he was not returning their calls. Finally after some back and forth the order was scheduled for delivery. After the initial delivery occurred it was noticed by [redacted] that the tubing was incorrect size. Once the issue was reported to our customer service team the rework of the tubing was submitted to production and were resent to the customer. The tubing was sent out on 07/**/14 via FedEx and delivered to [redacted]. We have not heard back from [redacted] since the rework items were sent out and were under the impression that all if ok with the order. Last contact our customer service had with [redacted] was he wanted a refund of some sort for the delay in getting him the correct tubing.

Review: I purchased a circular stair kit from Mylen. I provided the necessary dimensions and configuration requirements. The stair kit that I received cannot be installed as is due to incorrect sizes of several components. I have sent several email requests to Mylen to request a resolution to the problem however they will not respond.Desired Settlement: I require replacement components of the correct dimensions in order to complete the installation. If Mylen is not willing to provide replacement parts then I will have local craftsman make the necessary modifications and Mylen will reimburse me for expenses. In either case I need to have a resolution ASAP because I am in the midst of a residential remodel project.

Business

Response:

[redacted]

I reviewed the case for [redacted]. Our customer service team has fulfilled his complaint. On 2/*/14 we remade the drop platform for his spiral stair along with his posts. Each spiral stair is custom made for that customer and takes time to remake the pieces. We shipped out the remake order to him on 04/**/14.

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Description: STAIR BUILDERS

Address: 105 G P Clement Dr, Trappe, Pennsylvania, United States, 19426-2044

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