Salter Spiral Stair

The order shipped out with the carrier last week the carrier was missing pieces of the shipment that got misplaced at the terminal the pieces has since been found and the shipment is scheduled for delivery tomorrow.  The customer is aware.

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].[redacted].com>Date: Thu, Aug 20, 2015 at 2:49 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]" <[email protected]>This is correct I did get my refund back. Thank you for your help.  Thank you,

Following his initial purchase of a full stair, customer chose to purchase a second custom handrail from Salter Spiral Stair after learning to the carrier (separate entity trucking company) had misplaced their custom handrail while in transit.  Rather than allow the carrier time to locate and...

deliver the misplaced handrail, the customer took it upon himself to purchase a replacement.  Salter Spiral Stair neither forced nor required the customer to purchase a second handrail nor did Salter Spiral Stair enter into any agreements, written or verbal, to reimburse costs to do so. With the second handrail successfully delivered, and after learning that the handrail from the initial order was ultimately located and delivered (but damaged in transit), Salter Spiral Stair filed a loss claim with the carrier with the intent of recouping loss and forwarding any applicable reimbursements from said loss claim to the customer to help offset their voluntarily added expense.  Unfortunately, as of Monday October 17, 2016, the loss claim has yet to be approved by the carrier.  Customer having signed the carrier’s Proof of Delivery form as free and clear of damage upon delivery is likely a contributing factor in the claim having not been approved to this point.Salter Spiral StairCustomer Service Management[redacted]

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.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: As stated in previous response. My loss is $480 not including the hassles of the last 4 months. This company has spoken in it's actions over the last 4 months clearly. That is the only reason I filed a complaint. I will settle for $480.
Regards,
[redacted]

Ms. [redacted]
Salter Spiral Stairs has address ever issue [redacted] and [redacted] have encountered since their purchase of their stairs on 8/28/2014.
1) The client ordered a breakup platform to get the maximum headroom. They did not like the way the platform look so we sent them a flange on 10/7/2015 . The client claimed he never received the flange so we manufactured another flange and mailed it to the client on 12/30/15.
2) The client ordered a continuous sleeve stair which they received. The hubs were not improperly welded. There is a small variants in size from hub to hub. The hubs are powered coated and should not be sharp.
Our Customer Service department has responded and fix everything issue we could possible correct. Again, 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]

Date Sent: 4/21/2015 3:43:22 PMThis customer is stating false 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.

Sal Inzone9:58 AM (3 minutes ago)to me Mary, Thank You for speaking with me. We first offered the customer to have the...

stairs returned back to us and he declined. Then we offered the difference between the smooth treads and diamond plate treads which is $242 (see the link below to our website to show you the difference.[redacted]
 Then we offered the customer $700 with a settlement agreement and he declined as well. We are still on track to give the customer $737 with a settlement agreement, $458 over our cost. I don’t know where the customer got the difference of cost of $767. We show it all on the website. Please let me know a reasonable solution for him. We 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[redacted]Salter Spiral StairCustomer Service Manager[redacted]Collegeville, PA 19426Toll Free: ###-###-####

Ms. M[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 1/4 inch from the rest of the column, and exposing a sharp edge/corner. Numerous photos and documentation have been forwarded to both Dave with Salter and Revdex.com. We 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 $6000.00. 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]###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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]

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 up. Although 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 10/13/15.
For the safety gate, we ship approximately 15-20 Safety gates a week to contractors. Yes, 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 contractor. They insisted and demanded install instructions because they will not hire a contractor to install the safety gate. The safety gates DO NOT need to be welded. We do all the welding prior to sending the safety gate out. 95% of the work is done for the customer. All the customer needs to do is screw hinges onto the pole and attach the safety gate to the hinges. We give it approximately 15-20 minutes to install. Attached is the assembly for the safety gate. Also attached is a photo from another customer with a safety gate. It is 2 hinges only to a center column. The hinges will be sent later this week. We went through and the hinges should have been included in the hardware box. Showing on our inventory, they were sent with the kit. We did not charge for an extra set of hinges.
The touch up may have came damaged which was out of our control. The customer did not advise us that the can was dented and still went ahead and proceeded to open the can. We order the cans from our supplier. We ordered a can on 9/22 which the customer states was the wrong color. We ordered another can from our supplier on 10/7 which we shipped to the customer as well.
They did not contact us as the hardware was not powder coated 1 year later. This stair shipped 11/26/14 and a call to customer service came in on 9/22/15 that the hardware was not powder coated. Salter went ahead, even though this was 30 days after the stair was purchased, powder coated hardware and sent them at no charge.
The [redacted]s should have checked the inventory and parts prior to installation. They had 9 months to take a look at the stair prior to installation. We apologize they incurred additional costs, although those costs could have been eliminated if they would have checked the stair during the 9 months they had it and we could have addressed them within those 9 months.

We are waiting for the customer to supply us with a signed template on how big of a diameter their stair is. We produced a [redacted] label on 11/20/15 so the customer will not have to pay anything to ship the template. As 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]. <[redacted].com>Date: Thu, Aug 20, 2015 at 2:49 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]" <[email protected]>This is correct I did get my refund back. Thank you for your help.  Thank you,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 events. I have documentation that proves that I ordered an aluminum handrail in the purchase price. They stated that "the customer did not order a handrail when placing the order." I can provide proof that I did order an aluminum handrail. The order they shipped did not contain a handrail. I have already provided the call history dates and persons I spoke with. They did offer that I could purchase a new handrail from them plus shipping to Arizona in December of 2014. 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 me. The 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 best. I 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 own. It took me a couple of weeks to find a replacement handrail that had to be shipped from the east coast. I 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.com. Thank you for this service!
Regards,
[redacted]

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

Good AFternoon, We have made several attempts to reconcile with [redacted], we also offered her a refund and in order to issue the refund we ask customer to sign a release.  This our company policy on all refunds is to have the signed release from the customer, [redacted] refuses to sign.Once [redacted] signs...

the release we will issue her a refund for the agreed upon amount.

[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]

Customer inquired about purchasing a spiral stair on 6/17/14. We reached out to the customer, [redacted], on 6/18/14 to verify he was interested in purchasing a spiral stair. At that time, we left the customer a voicemail at 11:35am and also emailed him:
"Hi [redacted],
I just left you a voicemail. I'm...

sorry I missed you. I called to schedule an appointment with a member of our design team who will be able to provide you with a price and a customized drawing for your project. Please call me at ###-###-#### or ###-###-#### or reply to this email to let me know a better time that I can reach you."
We spoke with customer on 10/9/14. It seems that the Customer wanted a Custom, Non-Standard stair. It was 2- 6 foot diameter stairs. We were able to discuss with the customer options of the stair in 5 different phone calls and emails. We confirmed and finalized what the customer was looking for (type of stair, the look, the height, the well opening, etc.) on 1/28/15.
The drawings, treads, finish, handrail type, code, etc were sent on paper on 1/29/15. The customer signed the documents in 20 days. In that time, we expect the customer to review the documents with architects, engineers, construction crew and whomever else was involved in the project before signing the documents. The customer had the option to decline the drawings at any given time.
Customer purchased the stairs on 2/18/15. The stair drawings and order form were signed on 6 different sections with [redacted]’ signature. We had the customer sign the floor to floor, riser height, diameter, tread degree, code and stair notes. Please see attachment of his contract.
Signature #1 states the financial and shipping of the stair on page 1.
Signature #2 verified the 1st stair (floor to floor (in)), Riser height, Diameter, etc) and Signature #3 for the 2nd stair verified the same.
Signature #4 states the customer acknowledges and agrees that Customer has reviewed and does hereby agree to the documents included in this package as Production Documents and the Terms and Conditions set forth above and under the "about us" section of the Company's Website.
Signature #5 and #6 verified the customers’ rotation of the stair (going up the stair and going down the stair), openings, platform dimensions, degrees of the tread and the number of treads.
Terms and Conditions on our website: Return and Exchange policy of Company Product: Customer may return or exchange new and unopened Company Product in accordance with Company’s Warranty and Returned Goods Policy in effect on the date each order is accepted and as authorized by Company on a Return Good Authorization, with the exception of non-standard, custom Products which are not returnable. All returns or exchanges must be authorized by a Salter representative before being returned.
The stair was shipped on 2/27/15. The proof of delivery shows the customer signed “Free and Clear.” The customer has not reached out to us since he received his stair. The customer called us on 9/28/15 at 6:16pm EST (213 days later) to let us know “He received the wrong size stair” and left this message with our receptionist. Our customer service team called the customer back on 9/29/15 at 2:01pm EST which at that time, the customer stated he wanted to exchange the stair for a smaller stair, a 5 foot diameter stair.
It seems that the customers’ desired Outcome/Settlement contradicts with the Customer’s state of the Problem. He states in his desired outcome/settlement “Business was given the opportunity to resolve the situation with no response which is a complete lack of respect for this customers and the situation that was created out of error” although in his Statement of the Problem, the customer acknowledges he received a response by email “that the company, production manager, and CEO were not interested in taking the stairs back.”
At this time, we did offer the customer a discount if he wanted to purchase another stair of $1,500. The customer declined this option. At this time, due to the time (213 days) it took to contact us and being a custom stair, we are unable to return/exchange the stair.
Salter Spiral Stair

Good Afternoon, 
In response to the complaint every stair we produce is custom and made by hand.  When the initial contact between The [redacted] occurred a rework was put into our system to start the new production of the new piece.  The date we received contact from the...

[redacted] was 6/30/14, that is the date the rework was initiated. Since everything is custom we had to generate a new order for the rework and fit it into production.    The [redacted]'s were informed of the process and the timeframe with the rework.  Also our customer service department was in contact with them and even notified when the order has shipped.  As of date the customer since received his railing. 
Any questions please let me know.  Thank you.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If...

no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]We are rejecting this response because our desired outcomes have not been met. 1. We would like a replacement open grate platform that fits our existing stair kit and post as absolutely soon as possible and at no cost to us for production or shipping, as verbally agreed. We would like it to be overnight delivered if possible. 2. We would like a full refund for the cost of our stair kit and replacement platform and all shipping incurred since our June 4, 2015 order with their company. Salter Spiral Stairs' most recent response to our complaint only serves to highlight that it is their employees that are not talking to one another, not us. The email exchange they attached is incomplete and misleading.The facts are as follows:[redacted] sent photos to Sal I[redacted] on 10/19 and 10/20 via email to inform him that the replacement platform was the wrong size once again. She sent these emails to Sal I[redacted] as he was the individual with whom she had spoken in September to reorder this replacement that had just been delivered. Simultaneously, [redacted] left phone calls with the desk at Salter Spiral Stairs, and it was Dave L[redacted] who returned her calls. Dave L[redacted] and [redacted] talked several times over 10/19 and 10/20 regarding the specs for a third replacement platform. [redacted] also facilitated a conversation between Dave and the contractor directly to reconfirm dimensions. We also offered to triple check and approve the manufacturing specs before production if that would be helpful. Salter did not take us up on this offer. On 10/22 and 10/30 [redacted] received emails from Sal which were puzzling. He asked if the spacer had been received (we had yet to receive even a date for when it was going into production or delivery target), he asked about the photos (which were what Dave L[redacted] had called me in response to and we had talked at length about). It became clear from the emails that Sal sent that there were communication failures within Salter regarding what contact the company had had with us and what the current status of our order was. As for our communications as a married couple regarding this situation, [redacted] was the initial name on the account with Salter on behalf of our household, and we made this complaint in his name for clarity and continuity between that order and this complaint. However, [redacted]’s work and travel across time zones make him more difficult to reach, so this fall, after Salter's failure to deliver a correctly sized kit delayed the project considerably, we decided that it would be best if [redacted] became more involved, so that we (the clients) were available for communications between our contractors and Salter Spiral Stairs without delay on our end. [redacted] has been in communication with Jon and visa versa at every step of our interaction with Salter. No phone call to Salter is made without both of us understanding the call that is about to be made, and we follow up with each other after each communication. The email account that we use to communicate with Salter is a joint accout to which we both have access. Similarly, this complaint is being made by both of us, and we are both involved in every step of this process. That Salter is insinuating that we are the ones with the communication problem is laughable.Regards,[redacted] and [redacted]