Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a spiral staircase from paragon and went through a very long and expensive process of permit approval. The staircase was Mis engineered when my contractor attempted to install the rail and it did not fit Paragon sent a brand new rail which fit, but immediately started peeling. My contractor contacted paragon and paragon sent another rail. The rail they sent started peeling (paint) immediately upon installation.. my contractor called paragon again and they sent another rail which had the exactl same peeling/buckling problem. My contractor was told that paragon changed the paint formula, but they offered no further help. I’ve called several times and e mailed them and they have never responded. The last message and e mail I left the. Was November 11, 2022, and they still have not responded. Their website is misleading and fraudulous because they know their product peels, but they still sell it. Thank you for any help.******************* ************

  

  Business Response

  Date: 12/29/2022

  Very sorry to hear the powdercoating  on those replacement handrails failed.  Corrective options are as follows: we can provide a preformed replacement handrail.  Preforming would eliminate the need for uncoiling which lessens the chance of failure.  Beyond preformed replacement, we could also provide a replacement in black vinyl, or we can provide monetary compensation should you choose to have the handrail refinished onsite by a 3rd party.  Please contact customer service at ************ to get started.

  Customer Answer

  Date: 02/06/2023

  Thank you! I’ve been trying to reach paragon stairs, left messages and e mailed and finally was able to reach someone named ****, she said that there was no record of this complaint/resolution in her system.
  The message BBB received,  and forwarded to me stated that there were 3 options for resolving:
  1. New metal handrail
  2. Vinyl 
  3.  Monetary compensation.
  I called paragon today (again) to let them know my choice is vinyl, and she said she had to open the request and requested that I re send the pictures.
  It seems that this has not been resolved, and they’re ping ponging the issue back and forth.
  I will have my husband, ***** re send pictures of the failed paint, but this is not the resolution Paragon sent to BBB..
  
  Thank you
  ****

  

  Business Response

  Date: 02/10/2023

  A complimentary handrail is on order and expected to ship shortly.

• Initial Complaint

  Date:11/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1 Sep 2022 I ordered stairs $1887.41 from Salesman Brian A*******. I asked salesman twice if stairs can be delivered in front of my cabin which is down a narrow road on steep hill. He twice told me it could. I told him I’ve  ordered from other places and have to rent truck to take down hill/ road BUT he assured me it could be delivered. So I ordered from company even though $100 less expensive then ***** since wouldn't need to rent truck. When it came the time to arrange with shipping company delivery date I Told them about narrow, hilly road. They said they would have to leave at top of hill. I called company and sales man 28 Sep. Eventually the sales department told me to get a refund. I requested refund 28 sep. Called about 14 October because didn't have refund. They told me then my refund would be $500 less then expected 15 percent restock fee and shipping costs. I told them to process refund and I will file complaint with BBB and Attorney General about company lies and not telling initially that my refund is only partial. Its been over month and half I have no refund. Company doesn't answer my emails. Plus called several time and cant get status of refund from customer service.

  

  Business Response

  Date: 12/02/2022

  With respect to ****************'s complaint that she was misled about our ability to deliver to the front of her cabin, Salter Spiral Stair sales & design team members communicate our standard delivery method as curbside delivery.   Curbside delivery is defined as: the carrier will bring the package to the recipients address, pull the truck up to the front of the house or driveway, load the package(s) onto the lift gate on the back of the truck, lower the lift, and push the package(s) onto the sidewalk in front of the house or driveway.  If there is no incline / decline or stairs leading to the property, the carrier may wheel the package(s) to the door using the pallet jack.  Curbside delivery is further referenced in the FAQs and shipping confirmation communication that is sent to every customer via email prior to delivery of the product.
  
  With respect to ******************* complaint that Salter Spiral Stair was unresponsive to her requests for timely refund processing, we have documented communication between Salter Spiral Stair and ******************* on 10/14/22, 10/25/22, and 11/7/22.  In each correspondence, ******************* expressed dismay that our return policy did not permit a full refund while requesting her refund be prioritized over all others.  We responded with reiteration of our return policy.  We further explained our refund processing was delayed 1-2 weeks due to ERP migration and apologized for the inconvenience.
  
  Given *****************'s level of frustration, we've taken the added step of refunding all funds previously withheld following product return.  As of 11/16/22, ******************* has now received two refunds totaling $1,887.41 (equal to full amount paid).