Business ProfileforALACO Ladder Company

Purchased an interior loft ladder for $2549 in 2019. With two years remaining on the warranty, the finish of the metal handrails ($582) is peeling and rusted. Alaco Ladder was provided photos of the defective finish. They refuse to replace the rails, claiming that rusted finish with two years remaining in the warranty is normal. Communication with Alaco Ladder is problematic. After advising that I would be contacting the BBB, they finally responded. Each subsequent email contained a different and often contradictory reason why they had no responsibility to replace the defective parts. Their replies included but was not limited to: 1. Claim that the finish on the rails was not warrantied for 5 years 2. Claim that the finish isn't covered by Warranty at all because it is neither "materials or workmanship" 3. After I pointed out the absurdity of #2 above, they next claimed that a different warranty policy exists--however it is "not documented" and thus can't be shared with me. In this version of the story the finish was warrantied for 60 days 4. An offer to send me some "touch up paint" so I could cover up the rust. Paint is not an appropriate or effective solution for defective coating. Ideally I would like replacement hand rails. If Alaco doesn't want to stand behind their own warranty and replace them, then I want $582 refunded.