ComplaintsforOrbit Stairs and Railings

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Orbit Stairs to install a railing, posts and wrought iron balusters. The work done was subpar. We noticed that under the railing there were holes drilled and screws missing. There was a crack in the rail that the balusters were screwed into. One baluster wasn’t screwed into the railing. Most of the balusters were out of plumb/crooked. The mitre cuts were abysmal with large gaps between them and not level with one another. To remedy all of his poor cuts, he applied wood filler in an abysmal manner to fix the sloppy cuts. On top of all of this there was sawdust all over the house and our newly refinished floors were scratched. He came back to fix the issues and made some of them worse. They continue to deny the scratching of the floors even though we have proof. The dispute is with respect to the damage to our hardwood floors as well as the poor and unsafe installation of the iron balusters and railing. The initial installation was done on January 15, 2024. They came back to do repairs and fix some of the work on February 1, 2024. The problems were still not fixed. The amount paid was $2192.20. They have not tried to resolve the problem at all.

  Business response

  18/03/2024

  
  We have a great reputation in the community for our years of experience with installing stairs and railings. We came highly recommended to this client from a repeat customer. 
  
  
  We apologized for their concerns with the January 15, 2024 install. We returned to address all issues on the first date the client was available, February 1, 2024. We installed a new handrail, new strip and a new spindle. We reinstalled all ten spindles on the stair rail. There were no problems with the landing rail. The client was present through this process. The client verbally confirmed satisfaction and sent us an email on February 1 stating, "Once again, thank you for coming back to fix the concerns we had.”
  
  
  Initially on January 15, the floors and stairs were NOT covered. We have a picture of the completed project and no scratches are seen. The client mentioned nothing about damage at this time. 
  
  
  Upon our return on February 1st, the stairs and floors were covered. We had not been shown or notified of ANY damage during this second visit. NO pictures have been provided showing claimed damages. Installing railings is a construction project  and we swept the area.  If they caused damage to floors that are outside of our control.  
  
  
  The total cost of this project was $2,192.00. All concerns had been rectified. ** ** ****** **** ****** *** *** ** ***** *** ******** ******** *** ******* ** *** ********** ** **** ** ******  
  
  
  Sincerely, 
  
  

  Customer response

  24/03/2024

  
  Complaint: **********
  
  I am rejecting this response based on the following ****************** **** ** **** ******** ** ***** *********

  ** **** **** * ****** ********** ** *** ********** ***** **** **** * ******* ** ******* ** ****** *** ***** ******* ******** **** ******** ***** *** **** ****** ** *** **** ***** ****** ********* **** *** **** ***** * ***** **** *****

  2) They were recommended to us. Not "highly recommended" to us. ******* ***************** **** *****

  3) They did not apologize for the damage to the floors nor for the abysmal work with the January 15th install. ***** *** ******* Never an apology. They only mentioned an "apology" after we left negative reviews for them. Also their "apology" said the following:

  "We apologize that you found there were issues with the job which were seen after a close inspection of the railing"

  So not only do they acknowledge there were issues, but their apology is that they are sorry we found there were issues? Never have they apologized for the issues themselves. ***** ******* **** ** * ********** ******** **** * ******** **** ** ***** ********** ** *** ***********

  4) The company **** ***** **** saying that we "confirmed satisfaction" via email but decided to leave out the fact that we also mentioned that there was still issues after they came back to fix things. A spindle/baluster was loose and they asked us if we could fix it. They also improperly patterned them and then **** saying we asked for them to follow an asymmetric pattern which is an asinine thing for us to request.

  5) They say they have a completed photo of the project ****** **** ***** ******** *** ******* ** **** ** *** ****** but we also have photos of the floors which show the damage. We mentioned the damage to them during the second visit and they denied it. They got angry *** ** ******* ** **** ********** ********** ** ******* **** **** ** *** ***** so we stopped. We are happy to provide photos showing the damage but have NEVER been asked for them.
  

  6) The area was never swept, vacuumed or cleaned in anyway which can be attested to by my wife who was present for both installations.

  7) We did not damage our floors. Orbit stairs did and we will continue to post bad reviews everywhere online as is our right until they do the right thing and rectify the issue.

  8) No concerns have been rectified. ** **** *** ** **** **** * *** ******* **** **** ** *** *** ** ** *** ****** ** **** ***** ******** ***** ***** *** ******** ** ***** **** **** ********* **** *** ********** **** ********** **** ***** *** ******** Everything we have said has simply been the truth. ***** ** **** *** ********* ***** **** ******* * *** ******** ******* ******** *** ***** **** *********** *** *** ****** **** ** **** ********** ******* ****** ** *** ***** Had they completed quality work they would have got a quality review. ***** **** *** **** ** *** ***** * **** **** **** ** ********* ** *** ****** ********* ******* ** **** ***** ********** **** *** *** **** **** **** ** **** ** ******* ******* ******* *** ****** ** ** **** ********** ** *** ***** ******* ** ** ****** ****** **** ******* ** *** *******

  
  We would like to move forward with the posting of this complaint as Orbit Stairs is lying through their teeth and the public needs to know to not engage in business with a company such as them. They have no plans to rectify any of the issues mentioned in our complaint as can be seen by their most recent response.

  Sincerely,
  
  ***** ******

  Business response

  19/04/2024

  The two issues left in this complaint as stated on February 22 are the floors and the pattern of the pickets.

   The floors were checked before final payment on January 15, 2024. In a review it was stated that there were gauges as well. If this was the case pictures would have been provided in this complaint or at some time. We did not see scratches or gauges. **** ** * **** 

  
  

  The first time the issue of the picket pattern was mentioned was in an email on Feb 6, 2024 which is 3 weeks after install. That is the pattern sold to them. We could have changed it on February 1, 2024 when we replaced the handrail, underneath strip a some pickets but it was not mentioned. This was not a mistake or error.

  
  

   We gave screws to the complaint to stop the movement of one spindle as well as a new piece of trim we cut so you would not see that the floor is not level. We said "let me know if you are not able to do that "(put the screw In). As you can see in the February 6, 2024 email this is no longer an issue.

  
  

   ** *** ** *** ********* *********** ***** *** *** ******** **** ******** *** ******** *** * ***** *** *** *** ***** * ***** **** **** ** * **** ***********

  
  

   We did ask for permission to take a picture on January 15, 2024 .

  
  

   It was not our intent to have repairs. We did not see them on January 15, 2024 and were not seen by the owners at that time. We returned to do repairs but the complaint is still using them against us.

  Customer response

  06/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The floors were checked and scratches were noticed. These were brought up during the return visit to fix the stairs. When the damage was brought up, ***** immediately denied it. He became angry *** ********** and rather than have him walk out without finishing the repairs ****** *** **** **** ******* ***** *** *** ** **** ** *** **** * ******** ************ I decided to not push any further.
  If he didn’t believe me, why didn’t he ask to see them. He simply denied it that day and didn’t ask for proof. *** ******
  

  I have photos ***** * **** ******** ***** I am sure he will say we caused these. It makes no sense to damage our own floors after paying almost $10,000 to have them refinished. It was caused by him and his wife and they know it.
  
  The picket pattern was only mentioned on Feb 6, because of all the other ********** repairs that we were trying to fix. **** ****** ** *** ** ***** ***** **** ***** ******* ** ************ ******** *********** ********* ** *********** He made another simple mistake. *** *** ** *** ********* ***** ********** **** ** **** ***** ***** ** *** **** **** **** ******** *** Given that he has our money; he has no reason to “need” to fix it. But we do not want it fixed by him. ** ***** **** ** ******* **** *********** *** **** ****** ** ********* ***** 
  

  They did give us screws and ask us to fix it ourselves. Wonderful solution for a contractor who can’t screw in balusters properly or check their work before they leave.
  *** * *********** ********* **** ****** ** ********* ** ******* ** ** ***** ******** ****** *** ** **** ********* *** ******* *** *** * **** **** ***** *** * **** ******* ** ***** *** * ** * ***** ***** *** *** ***** ****** *** *** **** *** **** ******** ** *** * **** ** ********* ***** **** * ****** ****
  
  Lastly, no permission was given to take photos in our home. I want to see something in writing that we signed off on. ****** *** **** ****** *** **** **** ** **** ** **** ******** ** *** ************ ******** ********** **** **** ***** **** **** ** ****
  
  All we want is compensation for the damaged floors.

  
  ***** **** **** ** ******** ** ******* ** **** ******** ** ****** *** **** ** **** ********** **** ********** **** **** *** ******* ** *** ******* ***** *********** *** ** ******* ** *****
  
  
  Sincerely,
  
  ***** ******

  Business response

  21/05/2024

  There is only one issue left.  We did not do any damage to the floors.  No pictures have been provided or shown to us.

  When we returned to the home to do repairs the floors and stairs were covered.  Why would you cover the whole area if there

  are scratches.

  ** *** ** *** ******* *** ***** see the invoice for the finishing the floor given to us.  They show the total cost of doing

  the whole house was $6,528.00 not $10,000.00.

  ** *** **** ******* *** *** *** ****** ******* ***** ** ****** ***

  We do not like our customers to be unhappy but in this case we think they are looking for a refund.

  Customer response

  05/06/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  *** ******** ** ***** ******* ***** ****** Damage was done to the floors. Images were provided in our previous response by the BBB ***** ******** *** ******** The photos don't lie. The negligence of orbit stairs damaged our floors, full stop.
  
  Yes we did cover the stairs when they returned. Why would we do such at thing??? Perhaps to prevent you from causing further damage considering you took no care the first time you came down. Not very difficult to figure out.
  
  ******* **** ***** ***** ** ***** ***** *** ** **** ** ******* ** *** *** *** ****** *** ****** ** ****** ** **** *** *** **** ** **** ***** ********** ******* *** ***** ****** *** ****** ***** ********** ** ****** *** ** ********* *** ** **** *********
  
  Not once have we ever asked in any of our correspondence for a full refund. Check the emails. We simply want a full apology and reimbursement to fix the damage they caused to our floors. Simple.
  
  *** *** *** ****** **** **** ********* ** **** ** **** ****** *** ** ******* **** ** *** **** ****** **** ** ******* ********** **** *** **** *** ****** ** *** *** ***** ** ******** **** **** **** **** *** ***** *** **** *** ****** ****** ** **** ***** **** ******* *** *** ******* ** ** *** ***** ***** *** ***** ***********
  
  
  Sincerely,
  
  ***** ******

  Business response

  13/06/2024

  Thank you for the pictures. This is the first time we have seen the floors that the client stated we damaged.

  we do not know if these photos are taken of the area that we worked. That said we would like to note that the

  floors are made with 2 inch planks and are 80 years old.  When the floors were sanded the nails that you can see

  in the pictures stopped them from being sanded further. From our extensive experience in construction we would say the pictures show areas that

  could not be sanded.  Some are not scratches but old wood.  Please note the they are small and you do not see bare wood. If we scratch them you

  would see bare wood and they would be longer . When we cleaned up  and from our picture no scratches are seem where we worked.
  
  We have shown that we have tried to satisfy this client and one has thanked us for it . ** ***** *** ** **** ** ** ** **** *** ***** ********* ***** ******** ***** ** *********

  Please close this file.

  Thank you

   

   

   

  Customer response

  19/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  **** ****** ** *** ******* ** **** *** ****** ** ******** *** *** ***** We welcome ***** to come visit the house to look at the scratches for himself as long as he does not damage everything else in our home. These photos are legit and if they were just going to deny them as being real, this was all a waste of time.

  The floors are not 80 years old. ** *** *** **** ***** *** **** **** ****** ** ******** ** *** ********* ** **** **** ******* *** *** ** *** ****** ** **** **** ** *** ** ****** *** ********** ***** *** ** *** **** **** **** **** **** **** ** * ***** *** ** ** ** ***** ***********
  

  "When the floors were sanded the nails that you can see in the pictures stopped them from being sanded further."

  The previous statement is incorrect. The nails were actually sanded down as well. Nails are made of steel and not indestructible. For someone with extensive construction experience, you should know that. **** ** *** **** ********* ************ *********** *** **** ***** ** **** ******** ** **** ******** ** ****** ****** ***** ****** ** * ***** ******* **** * ***** ********** ** ******** ** *** *** ******** ******* *******
  

  Scratches can be big and small. **** *** ** * *** ** ***** ****** *** *** *** *** ** ** *** ** *** ********** He has no photos himself to show that the floors we in great shape. Because they scratched them. Plain and simple. **** ** *** *** ***** ***** *** ***** *** ******* ** *** **** *** **** ** *** ****** *** ***** **** **** ***** 
  

  * ** *** **** **** ****** ******** ****** ** ***** ** ******* **** *** ******* ** *** ******* ******* If they wish to not pay restitution, then we will have to look into other means. Post the complaint. They are not willing to work with us.
  

  Sincerely,
  
  ***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩