Salter Spiral Stair

Good Afternoon, The customer was missing hardware and balusters from her shipment We have since sent out all missing items to the customer and from our last contact with the customer she is happy.We feel this matter has been resolved

Washington DC" aria-label=" " #cccccc;"> Revdex.com of Metro Washington DC ---------- Forwarded message ---------- From: *** < [redacted] > Date: Tue, Jul 22, at 6:PM Subject: complaint # [redacted] To: [email protected] The issue I wrote about has been resolvedThe stairs were delivered on 7/21/and installed on 7/22/After many calls and several written complaints, I was contacted by an executive of the company who offered me a refund of 1/of the delivery costs as compensation for my troubleThat has been credited to my credit cardAlthough I still think the customer service is terrible (I did not get a promised return call again, today when I questioned the completeness of the shipment) and I still believe the product and service are NOT as represented on their website, I am satisfied with the refund and have decided to rescind my complaintThank you for your response and for contacting the manufacturer [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I cant understand Spiral Stairs responseThey clearly did not communicate during the project process and have no basis to make that claimI can document only one email (dated 8/28/14) that originated from them The other three were all in response to my inquiryThe only time they spoke to me by phone is when I called them which was on a weekly basisI have no less then calls into Spiral Stairs to ask for help and updates however most calls were a disappointment due to lack of resolution and broken promises.On Sept 4th I finally received the four piece of railings (that were ordered for the second time in May) however two of the pieces are cut wrongI looked at the email sent to Spiral Stair from May with the diagram attached and it clearly shows the correct sized railingsI have lost the entire spring and summer use of my deck because I cant get a CO until I have the railings installedThis can easily be resolvedAll I need are two straight railings 1/4"This should not take another four months Regards, [redacted] ***

Salter Spiral Stair has went above and beyond in accommodating [redacted] and [redacted] ***Per the attached contract, [redacted] and [redacted] ordered a breakup platform which shows weld beams They were dissatisfied with the breakup platform so Salter Spiral Stair went ahead and made a flange to cover that upAlthough they did not order or pay for a cover, Salter Spiral Stair went ahead because they were dissatisfied, did not charge them, made a cover and shipped it out on 10/13/ For the safety gate, we ship approximately 15-Safety gates a week to contractorsYes, we did not have installation instructions because contractors are aware how to install them [redacted] and [redacted] ***, per our conversation with Salter Spiral Stair, did not have a contractorThey insisted and demanded install instructions because they will not hire a contractor to install the safety gateThe safety gates DO NOT need to be weldedWe do all the welding prior to sending the safety gate out95% of the work is done for the customerAll the customer needs to do is screw hinges onto the pole and attach the safety gate to the hingesWe give it approximately 15-minutes to installAttached is the assembly for the safety gateAlso attached is a photo from another customer with a safety gateIt is hinges only to a center columnThe hinges will be sent later this weekWe went through and the hinges should have been included in the hardware boxShowing on our inventory, they were sent with the kitWe did not charge for an extra set of hinges The touch up may have came damaged which was out of our controlThe customer did not advise us that the can was dented and still went ahead and proceeded to open the canWe order the cans from our supplierWe ordered a can on 9/which the customer states was the wrong colorWe ordered another can from our supplier on 10/which we shipped to the customer as well They did not contact us as the hardware was not powder coated year laterThis stair shipped 11/26/and a call to customer service came in on 9/22/that the hardware was not powder coatedSalter went ahead, even though this was days after the stair was purchased, powder coated hardware and sent them at no charge The ***s should have checked the inventory and parts prior to installationThey had months to take a look at the stair prior to installationWe apologize they incurred additional costs, although those costs could have been eliminated if they would have checked the stair during the months they had it and we could have addressed them within those months

Sal Inzone9:AM (minutes ago)to me Mary, Thank You for speaking with meWe first offered the customer to have the stairs returned back to us and he declinedThen we offered the difference between the smooth treads and diamond plate treads which is $(see the link below to our website to show you the difference[redacted] Then we offered the customer $with a settlement agreement and he declined as wellWe are still on track to give the customer $with a settlement agreement, $over our costI don’t know where the customer got the difference of cost of $We show it all on the websitePlease let me know a reasonable solution for himWe would like to still keep our A+ rating and trying to do everything we can to keep that rating and satisfy the customer Sal I***Salter Spiral StairCustomer Service Manager [redacted] ***Collegeville, PA 19426Toll Free: ###-###-####

Date Sent: 4/21/3:43:PMThis customer is stating information and has told our customer service team to stop contacting him This customer also submitted a chargeback with his credit card company As stated before we offered to make the handrail, discount the piece etc

Good Morning, ** [redacted] did not commuincate the new pieces where incorrect I will forward the information to our customer service manager and have him reach out to ensure the correct pieces to *** We stand behind out products and resolve the railing issue with ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: As stated in previous responseMy loss is $not including the hassles of the last monthsThis company has spoken in it's actions over the last months clearlyThat is the only reason I filed a complaintI will settle for $ Regards, [redacted]

Revdex.com of Metro Washington DC Attachments11:AM (minutes ago) to me ---------- Forwarded message ---------- From: Kelly N [redacted] < [redacted] > Date: Thu, Jul 31, at 11:AM Subject: ID [redacted] - [redacted] To: "[email protected]" Good Mornning, I received a notice in the mail that the above customer submitted a complaint with the Revdex.com We have been in contact with the customer and she has received her stair as of 07/21/14, see attached bill of landing We also gave [redacted] a credit on her shipping cost due to the delay of her stair She attached credit card receipt showing the refunded amount of $ We have worked and communicated with Sue on the progress of her order and even issued her a refund for the inconvenience Any questions please let me know Thank you Kelly N [redacted] Salter Spiral Stair

MsM [redacted] :Salter Spiral Stairs has still not addressed nor fixed the offset issue with breakup platform and continuous sleeve An improper weld during manufacturing is making the spacer on continuous sleeve stick out over 1/inch from the rest of the column, and exposing a sharp edge/cornerNumerous photos and documentation have been forwarded to both Dave with Salter and Revdex.comWe contracted and paid for continuous sleeve and this is not what we received It is defective due to poor workmanship and needs to be addressed and fixed ASAP We are not talking about a cheap spiral kit purchased from [redacted] or [redacted] *** We ordered a custom copper vein diamond plate spiral stair case, in excess of $This complaint and lack of customer service has gone on FAR TOO LONG Please review our responses and you will see that Salter has been less than honest in their responses (documentation available via shippers) and they have not bothered to address or resolve this problem.Thank you, [redacted] and [redacted] ***###-###-####

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Kim messed up the order and submitted the order without the new drawing with an Added 10” railIt has now been done at wood shop and its in powder coating for a new column extensionIts almost doneCustomer is happy now because we didn’t charge her for the 10” rail and im giving it to her for free

I am very happy with the design of the Salter staircase I ordered, and it looks as good as I had hoped now it is (almost) installed I have a very big problem with their customer support, my story is as follows: I ordered a steel staircase with oak treads, and a steel railing to go around the hole Installation moved along well until I got to the railings They were cut to size but had unfortunately being sized for a staircase without wood treads - they were too short Sal in customer support proposed a bracket to remediate (rather than replacement railings) and I accepted for a quick solution I am still waiting, and am planning on going to a welding shop to lengthen the railings so I can complete the job Great looking staircase, *terrible [redacted] customer supportSuggest you look elsewhere

Ms [redacted] Salter Spiral Stairs has address ever issue [redacted] and [redacted] have encountered since their purchase of their stairs on 8/28/1) The client ordered a breakup platform to get the maximum headroomThey did not like the way the platform look so we sent them a flange on 10/7/The client claimed he never received the flange so we manufactured another flange and mailed it to the client on 12/30/2) The client ordered a continuous sleeve stair which they receivedThe hubs were not improperly weldedThere is a small variants in size from hub to hubThe hubs are powered coated and should not be sharpOur Customer Service department has responded and fix everything issue we could possible correctAgain, the stair were built and manufacture per the contract signed by the client on 8/27/2014.Thank you for your time Lynn P [redacted]

We have reached an agreement with the customer that resolves this complaint

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Please be advised that the offer from Salter Stair offered incorrect history of the order and the sequence of eventsI have documentation that proves that I ordered an aluminum handrail in the purchase priceThey stated that "the customer did not order a handrail when placing the order." I can provide proof that I did order an aluminum handrailThe order they shipped did not contain a handrailI have already provided the call history dates and persons I spoke withThey did offer that I could purchase a new handrail from them plus shipping to Arizona in December of Only after I contacted and disputed the charge with my credit card company and called Salter stair to tell them I wanted to return the order did they make me any offer to help meThe only offers made after that required a contractual release that I could not agree to and when I contacted my credit card bank to discuss the offers they told me not to talk to Salter Stair to let them deal with it.This company has failed to provide adequate customer service and seems confused at bestI just want to move on and have this settled I am willing to settle for the full purchase price of the handrail I had to find on my ownIt took me a couple of weeks to find a replacement handrail that had to be shipped from the east coastI will drop the disputed charge with my credit card bank if they settle with me and considered my case closed if they pay $480.00.Other consumers need to make an informed choice when they work with this company that is why I chose to contact Revdex.comThank you for this service! Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:I have not received them, and have had no communication as to when they will arrive Payment to my contractor has not been addressed Regards, [redacted]

We are waiting for the customer to supply us with a signed template on how big of a diameter their stair isWe produced a [redacted] label on 11/20/so the customer will not have to pay anything to ship the templateAs soon as we receive the template, we will be able to produce a new platform at no cost to the [redacted] We have tracked the template through [redacted] and today (11/24/15) the template has not been sent yet

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] From: [redacted] , [redacted] *Date: Thu, Aug 20, at 2:PMSubject: RE: (External) You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: "[email protected]" This is correct I did get my refund backThank you for your help Thank you,

***,
Please see the attachmentsThe first attachment is a PDF of the refund agreement for ***Also attached is an email that *** is refusing to sign the refund agreement
Thanks!
Sal I***
Salter Spiral Stair
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