Baluster Installation, Railing Installation, Railing Repair, Stair Installation, Stair Repair, Staircase Design
Ashburn, Bluemont, Charles Town, Dulles, Hamilton, Hillsboro, Leesburg, Lincoln, Lovettsville, Middleburg, Paeonian Springs, Philomont, Purcellville, Round Hill, Shannondale, Shenandoah Retreat, Sterling, Upperville, Waterford, DC Metro, Maryland, Virginia, West Virginia, Some PA
Please accept our sincere apology. We are very sorry that your experience with Loudoun Stairs was less than superb. We strive to provide each and every customer with the best customer service and quality products. In this regard, we failed. We regret that we provided you with a poor customer experience.
As Loudoun Stairs specializes in wooden handrail products, the steel railings for your project were subcontracted to a steel company that claimed to specialize in the manufacturing and installation of steel railings. Upon the delivery of the railings it was ultimately agreed upon by Loudoun Stairs, your architect, and your contractor that the workmanship of the railings provided by our steel subcontractor were unsatisfactory. In response, Loudoun Stairs fully refunded all money paid by your contractor and also offered to supply new stair treads to replace the ones that the steel company had drilled holes in. Loudoun Stairs fully accepts responsibility for the poor workmanship by its steel subcontractor and we have taken steps to improve our subcontractor vetting process.
Once it was determined our steel subcontractor did not have the capability to complete your project to our level of satisfaction, it was agreed with your contractor that Loudoun Stairs would step away from your job and allow your contractor to deal directly with a steel railing manufacturer of its own choosing. You mention in a review that Loudoun Stairs filed a lien against you for the railing. Please note this is not factual. Loudoun Stairs would never file a lien against a customer to whom we supplied unsatisfactory products. The lien for the railing was filed by the steel subcontractor without our knowledge. The legal actions taken by the steel subcontractor were beyond the control of Loudoun Stairs. We began working diligently in April 2017 with our own counsel to have the lien removed at our own expense . We understand your frustration as this caused delays in having work completed in your home. We have refined our processes and procedures to ensure that this type of situation never happens again. Again, please accept our deepest apology as we work to remove the lien.