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Review by Michael W.1 year ago
CUSTOMER SALES, NOT SERVICE.
First of all, Paragon is just Salter Stairs. That doesn't mean much, they're nicely built staircases it seems to me. The Paragon designer was friendly and knowledgeable and the stair came pretty quick... but once they've cashed your last check.
The stairs I purchased were almost $15,000 with the $5,000 upgrade for teak treads for the marine environment in which I live. One of the teak panels (the largest one) warped and then split IN LESS THAN ONE MONTH after the stairs were installed, despite having followed all the instructions they sent for the care of the wood. Within a few more weeks at least half the stair treds had started to form cracks and splits.
They pledged to replace the broken panel at the top of the stairs but then their customer service department vanished. Zero responses and the replacement tred has never arrived 6 weeks later. $15,000 unfinished product. B
Basically do not buy your stairs from this company. There's a ton of other makers.
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Review by Aljosa1 year ago
Paragon Stairs was contracted for a modern basement remodel. During our initial consultation, we were asked if we had blueprints and or photos, which we did. We sent those, along with 3D renderings, to Paragon. We discussed there would be no walls around the staircase and that this was shown on the blueprints and renderings. Our salesperson was friendly and responsive during the process.
Several months before installation, we found the installation instructions and reviewed them with our contractor. The instructions clearly showed that the landing (platform) attached to a wall, which we did not have. We immediately sent an email to our salesperson, who quickly replied that there was not a problem. The stairs only mounted to the ceiling joist at the top and a base plate at the bottom. As you'll read later, this was not accurate.
Day of Installation:
1: All hardware, nuts, washers, bolts, had been painted black to match the stairs. Unfortunately, they were all stuck together. It appears they were bagged while still wet. They would require repainting after installation.
2: Stair Treads were delivered unfinished. This wasn't discussed during the initial design and added significant cost to our build. To properly prepare these treads, they need to be finished like a hardwood floor and as they are open design and on all sides. For us, this added $1800 to our total price.
3: As we started to install the stairs, we found that the landing would indeed need to mount to a wall or other supportive structure. As stated at the start of our review, it was made very that our space would have no walls to mount the landing. It was also noted that the landing would not clear a structural steel support column that had been identified on the blueprints.
4: Paragon was immediately contacted about all these issues. We forwarded copies of all original communications plus new photos and measurements to aid in finding a solution. Communication over the next 11 days was often non-existent unless we initiated a phone call. We were then presented with a possible solution, which initially didn't work and needed to again be modified. The modified version did appear to partially work but left the issue of the landing not clearing the support column. Ultimately, they would need to redesign and fabricate a new run of stairs to avoid the support column.
5: The second run of stairs was specified at 42", which Paragon said would work within the space. However, while trying to resolve other issues, they informed us that they didn't work. During the initial design, we were told the cable rail would terminate at the ceiling, and they would provide the with wall brackets to mount the handrail above this point. This was incorrect and wasn't an option they had. Their first solution was to have us cut the treads down to 36", which is a considerable amount of wood to scrap considering how expensive it was. Cutting down the tread would allow the cable rails to extend up, including within the walled-in area above the platform.
Several days later, they state no other solutions are available, and we would need to deal with what we have. We informed our customer service rep that this solution was unacceptable, was not what we were sold, and we would like to return it for a refund.
Approximately 24 hours later, we were contacted by a higher-level Paragon Rep who stated they could indeed fabricate a solution. We reiterated they were not able to resolve all their issues in a timely and satisfactory manner, that gave us the stairs we were sold. That we secured a new provider and wanted to return the stairs, they then stated that we signed off on this design, and a return was not an option despite their multiple errors and omissions.
In conclusion, if I had to do this project again, I would not use Paragon, nor could I recommend them. It's my opinion that working with a local tradesperson who both fabricates and installs their product is the better solution in the long run.
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