Paragon Stairs

As a business owner, I hope the real business owner reads this. (I don't have a problem taking this down) I just wasn't given the access to speak to someone directly. It started with the salesman Mark Lanaro he sold the two stairs to me on 1/20/22. I stressed how important it was I receive at least by 2/2/22 for super bowl events at my restaurant/nightclub. He told me the stairs I bought were in stock and will be shipped out on 1/24 with a 7-day shipping to CA.

I called back on 1/26 and the rude CSR person that answered said that it was in. "production" and she doesn't have a date that it would be shipped. She said, "someone will call you by end of the day tomorrow". This was the beginning of my frustration. I got a sales call within an hour but can't get a call faster after I purchased the product. That's a bad sign right there. By end of 1/27 after not receiving a call from the manager Matt or the salesperson Mark, I called back again. CSR still had no date so I asked to speak to a manager again. Matt

Matt was irritated with my call right from the gecko. Pretty Condescending to a customer who wired $6900 8 days before. He was acting like he was doing me a favor. We had a lengthy argumentative conversation in which he implied that I'm making this up and the salesman never would say these things to me. Then he said you should read the DocuSign that says it would be shipped on the "week of the 24th" (This is true). And to add to this it would take 7-10 business days to get to CA.

I told him that I'm not looking for a discount I just need the product for the event. He didn't really care. He said it will be shipped the following day. I asked to speak to someone above him and he said is the owner. He is also the customer relations manager. I was stuck because I wired the money in cash. I should have paid with CC.

Today 1/28 I just got a text saying I will get the stairs on 2/7 late afternoon. Leaving me two days to install the stairs. This is not cool.

I am a supporter of small businesses. Which is why I bought it from Paragon. The same product is available at Home Depot for less and faster delivery.

I hope the owners read this and see that your employees are running wild with no respect for their customers.

I feel like I dodged a bullet. As a small business owner I know the power of reviews and I feel compelled to give my small experience that luckily ended the Business relationship Before it ever started. To begin, the follow up on my initial inquiry was aggressive, however, I am in the market for immediate services, so this time I didn't mind such tactics. Once contacted, I explained my project, the email recap of our conversation came immediately after the phone call and a zoom meeting was set for three days later. I was asked which time zone I lived in and my appointment was set for noon CST. Well that was yesterday, and I was going to reschedule due to builder issues, but was informed there now was no further appts so I decided to keep the appt at noon. I pulled over out of traffic and got on the call. I waited and waited, I tried calling but only email wa are turned telling me that a new sales rep would be handling my meeting. So I called( no answer) I emailed and said., I am on the zoom call waiting for you. He said "the meeting was for noon EST. OK... first let me say... I GET It... Mistakes happen, but he said it like I got it wrong. But I politely informed home that it was a mistake on their part that I had confirmed CST. ***Here is where I know I dodged a bullet.,, Chris states in email "I didn't make the appointment " Now this is telling of company that will scapegoat, who will throw their team member under the bus to justify a pretty simple miscommunication. I concluded that In the case of any error in my desired product, a product that would not only be a centerpiece of my hike., it is the center of saftey for a lifetime for my family and invited guest. This is just a well oiled marketing and sales Business that will never meet your family or see your home and isn't concerned with you as a customer and clearly not their own colleagues. In this time of unprecedented unrest in our country... I encourage others to seek elsewhere to find a company that is local to you and cares about integrity and community.

I ordered an exterior galvanized 2 story spiral stair set from Paragon Stairs in PA, also known as Salter Spiral Stairs and SS Industries, with nothing but trouble and mistakes from Paragon.

The major problem is the Center pole which when together is about 18 feet high, the column came in 2 pieces and they do not fit correctly together. One piece had a flange on it that is supposed to slide in the other. We had to grind out the inside of the bottom pole because all the galvanizing dripped in at the galvanizing factory, but no one checked if the pipes would fit together and it was just shipped out to us. We had to do a lot of grinding to get the excess galvanizing out of the inside of the 3 1/2" pipe and kept trying to fit the top column into the bottom one, over and over. We finally got it started and tried banging the column down where they went partially in to each other, and now they are stuck. Paragons engineers solution is they want me to try to cut the top pipe and try to bang it up and they will send us another 2 columns. The top column only went in about 2 1/2" of the full 9". These columns should fit perfectly and should slide right in just by the weight alone, this is a disaster. Also when you sign paper work for your order you are signing a non-conformance statement where Paragon is not responsible for any restitution for your addition expenses due to their fault, so be careful.

Besides the major problem with the 2 center columns here are more mistakes from Paragon:
1). All the holes in the spindals were drilled too small for the screws they sent that holds the aluminum handrail in so I had to buy different SS screws.
2). One of the platform railings was fabricated too long and a new one had to be made.
3). There is rust already forming at the welds on some of the steps.
4). There was excess galvanizing on the poles which I had to grind down to slide the steps on, compromising and defeating the whole purpose of hot dipped galvanizing.

We have spent hours trying to get this inferior product together. Now we have the center pole stuck which we cannot bang down anymore and cannot separate them, the engineer at Paragon suggested we drill a hole in the top column, slide a steel pipe through and try banging it up.

Paragon said the best course of action now is for them to send me 2 new columns which means we have to take apart the entire lower section which is already installed with the railing.

Extremely, extremely poor quality workmanship.

BBB Complaint number; *******
BBB of Metro Washington DC & Eastern Pennsylvania

Update;
I have given Paragon Stairs the cost that I will incur to completely take apart the stairs as they suggested due to their mistakes and put the new poles in. Paragon has offered me a lesser amount which we did not accept and our warranty would also been eliminated for any future claims.