I own Daniels Floors. We get our stair components from Stair Solution. Mike and Kathy always go above and beyond to help me serve our clients. I know a lot of other contractors who also count on Stair Solution for the largest inventory of stair parts. They let us check out samples to take to our clients and respond to inquiries immediately. That helps me respond to my clients in a timely manner. They have gone out of their way to go get stair parts for me when we were in a time crunch on jobs. I definitely recommend Stair Solution for stair parts. All materials are first quality. This is what customer service should be!
Posted: 7/11/2015 • Link to this review
After dragging us around for a couple of weeks, including a visit to their showroom where the woman working was clearly not interested in spending more than a few minutes with us discussing our job, this company basically decided they didn't want our business because it wasn't worth their time to refinish part of our stairwell not covered by carpet and replace the handrails. They also only told us this after we didn't want to upgrade to one of their premium woods. Go with another company!
Posted: 6/30/2015 • Last edited: 7/14/2015 • Link to this review
Response for the Owner - It's been our experience that attempting to match Red Oak Handrail and Stair Treads to Brazilian Cherry Flooring using stain color does not go well. We recommended replacement with Brazilian cherry wood for a better match. This review is unwarranted especially since we have not extended an Estimate, we have not visited their home or completed work on their behalf. These folks did not like our professional advice. Our Customer Service is excellent and our Showroom is very helpful.
Stair Solution just completed installation of an Arke Kompact Stair Kit. The crew arrived on a Saturday and worked all day, then returned Monday to complete the job. We were hoping they could finish on Saturday, but they needed another day. The guys laid rubber mats to protect our new floors and plastic to limit dust, were very thoughtful to clean up and vacuum before leaving. The Showroom was really helpful and gave us further detail the website did not depict. Called around Atlanta, but no other company had a Showroom to see the product and get answers. We love the new staircase into the kitchen from the back of the house.
Posted: 11/03/2014 • Link to this review
We installed new bamboo floors that did not match the color of the stairs, so we decided to replace everything. Talked to a few companies we found on the Internet including Stair Solution. The price seemed high, but after talking with Mike we agreed to give him the job. The Crew arrived about 9am and started moving stuff out of the way then Mike pulled out a few things to show stain color. We were concerned because they stained everything in their shop beforehand - but the colors were a good match. Leno and the guys worked hard all day, not even sure they took a lunch break. We planned to reuse the wood pickets but didn't want to paint each one again, so we upgraded to iron balusters. The folks were done at the end of the day and staircase looked great. Stair Solution did a good job for us.
Posted: 11/01/2014 • Link to this review
Thank you for your review. We have over 3500 satisfied Customers which generally do not post anything because they're Happy too :-)
We had many issues & some were addressed, but not all of them & it seemed that their solution was more wood putty. The newels from the 1st to 2nd landing were not properly aligned. The miter joints on angle moldings were poorly fitted & as finished carpenters they should not have accepted this lack of attention to detail. The newels as they were cut to the right height had some tear out on the wood at the base of the newels & the angle molding between the 1st & 2nd landing had some tear out & damage during the decorative routing process. The crew spoke ok english but seemed to not understand my questions or concerns & this was very difficult. Mike visited our house initially to estimate the job & then a 2nd time to get the guys started. Then, once we started having issues with the quality of work, Mike requested we email a list of concerns & pictures, but the same guys came back & the issues were never fully resolved. As for Mike's response to this review, a lot of his statements are false. My husband & I never visited the showroom, the 1st time I ever met Mike was 10/9 to estimate the job, the 2nd time was to get the guys started 10/16, the only time Mike contacted me by phone was 10/24, but only after my review. The crew never asked my husband to check their work before leaving but encouraged us to make a list of any remaining issues. We did agree to give the crew another chance but we came to a realization that our time and energy was now more important.
Posted: 10/24/2014 • Last edited: 11/01/2014 • Link to this review
EXPERIENCED with RESPONSIVE CUSTOMER SERVICE
Each and every phone call is answered within 2-3 rings during business hours by a live person, who is friendly and knowledgeable. Beginning July 9th prior to the installation, we helped the customer through 8-9 estimate revisions and many phone conversations. Alissa met with me at her home two (2) times and talked with me many times on the phone. During the installation I introduced the installers and discussed the key points of the project. The price they paid was very good - all the products were priced better than Internet buys, and the Labor was charged for 2 days, but the Crew spent 3-1/2 days on the project. The Price originally quoted was $ 2,000 less, but increased after Alissa added Hardwoods to the staircase and angle wall. On the 3rd day, the Crew asked the husband to check everything before leaving, which he said it looked great. Alissa complained and we returned within 3 days for touch ups. Alissa said she wanted to look closely at everything before we applied the final coat of Polyurethane, which she did.
Prior to writing this response I called Alissa and asked her to give us another chance to send me her 5 top issues, which she agreed to do - but we never heard back from her, In fact, Ms. Lewis prefers to only communicate through bad reviews and will not answer her telephone. The after pictures represent top-notch carpentry that look fantastic with Iron Balusters, Box Newels, Hardwoods and Oak Risers.
After finding Stair Solution via google, I called to inquire about updating my wooden balusters to iron...contemplating on going to hardwood staircase. I didn't know options until reviewing their awesome, user friendly website, then made the call. From there, I received professional guidance, advice, and a recommendation to visit the showroom for multiple choices to be sure I knew what I was getting (not sight unseen)!. Greeted with a warm welcome, calling me by name. They offered a variety of design choices & colors. I was able to send them pics without taking my time to do an on-site estimate and they provided the quote based on my choices. Once I picked a Stain Color for the hardwood steps, Mike provided a sample back to be sure I was satisfied and measured for accuracy. The install was done within 5-7 days of my final choices. Install was perfect and Wow...what a difference! So glad I went with these Stair Professionals. Highly Recommend!
Posted: 3/15/2013 • Last edited: 4/01/2013 • Link to this review
Stair Solution tries to make the entire project convenient for you by coming over and doing the entire stair replacement in one day which is great. The only trouble I had was trying to get them back out to fix up some minor oversights. It was completely understandable, and once they did come out about a month or so later (holidays so neither one of us could meet up) they completely fixed up any and all problems I had for free. So I would definitely recommend them, just make sure before the crew heads out that you are comfortable with the result because they are very busy and it might be a bit before they can come back out. Thanks Stair Solution!
Posted: 1/16/2013 • Link to this review
On Oct 5, 2012, at 3:35 PM, "Mike Keenan" ironmike@ stairsolution.com wrote: Hi Lynne, First, please call me to plan a time I can wrap the openings in your staircase. The Crew should have called for the plastic wrap to install. Leno install the 2nd Floor balusters (except 1) to close gaps. Typically the staircase does not create issues, but I want to wrap it right away. The Crew said the iron was in transit and they didn't know a time to schedule with you until the truck arrived. The Handrail system is installed to IRC Code. I discussed the handrail height specifically with Eric during my site visit. Disregarding the Customer is not in my DNA. I promise to call the moment the iron arrives on Monday to install the remaining pieces. Again, I will install the iron ANY time that is convenient so time no further work is missed. Thanks, Mike Mike, a copy of your email. Fact Checker or Liar? If I had enough space I would pst my emails to you, too.
Posted: 10/08/2012 • Last edited: 10/14/2012 • Link to this review
DELIGHTFUL Experience - READ another review, no customer is ever too difficult. This customer's comments deserve the AJC.com FACT-CHECKER to rate what is said in their review versus their installation and their lies about me yelling on the phone, really?? The iron shipped from Texas and was expected on Friday, but was not delivered by the trucking company until Monday. The customer was NOT ASKED to stay home Friday, we said the iron was expected and we would call as soon as it arrived. We said we would wrap a barrier on their staircase immediately, while we wait for delivery of the iron, but they said no. Monday (2 days later) the iron arrived at 12:30, the customer was called within 5 minutes. We said we would install the iron at anytime of day convenient to their schedule. At 5:30 we installed their iron (same day), offered a $ 198 discount which they used a credit card for payment. The BEFORE and AFTER pictures show a dramatic change to their home and our installation quality was such an improvement. We have the before and after pictures of this project available for anyone to view in our Showroom. Our custom color stain matches their pre-finished floors and looks really nice.
We are extremely happy with Stair Solution. From the time we entered the showroom and during the installation process. I would suggest that you make an appointment to see the Showroom! They have so many choices and designs. It's so nice when you can see everything in front of you and know all your options. The install team was extremely professional and left my home clean (you could not tell they had been there !). The staff was very helpful and VERY accommodating to our busy schedules. Great company and product. Thank you!
Posted: 7/26/2012 • Link to this review
Made an appointment for them to come out to estimate a job for me, which entailed them removing about 50 plain iron balusters and replacing them with decorative ones. After working a 12 hour night shift the night before and having to go to work again that night, I woke up and got dressed to meet with them. They call me 15 minutes before the appointment to ask me to e-mail them pictures of my staircase because they didn't think the job would be big enough to make it worth their while to come out. REALLY, they couldn't have called me that morning to say this. So their time is more important than mine????
Posted: 7/12/2012 • Last edited: 7/15/2012 • Link to this review
VERY PROFFESSIONAL to call in advance of an appointment to determine if a project justified. We provide free estimates, however when you sell Stair Parts at Contractor Pricing how do you justify selling a few Scrolls (mixed in with existing iron) to pay for the gas? It's just as ridiculous as a hospital charging $20 dollars for a 10 cent aspirin. We respect our client's time and provide advice when projects are not a good fit for our service.
The estimate was decent so I hired them to install new balusters, newels and handrails. I had them prestain the wood to match our new wood floors which looked good. I also special ordered with them white oak so the stain matched. Few days before install they told me the quote they gave me over the phone was wrong for the newels and the cost was 3x as much so I let them talk me into using red oak instead. I wish I had white oak so the stains matched, but it is not that bad. What bugs me is they rushed the install of the newels and thus I have bad cuts into the stair treads which were solid white oak treads. When I brought this to their attention they said they were in there busy season, but would get it taken care of. Called and emailed several times, but the issues were never taken care of. I suggest if you use this company make sure everything is perfect before they leave and watch their installers for mistakes.
Posted: 7/07/2012 • Last edited: 7/13/2012 • Link to this review
Installation was 1 year ago (July 2011). The White Oak quote was 3X times the Red Oak Newel costs. Customer did not have the budget for white oak. We rec'd this email 3 months ago (March 21, 2012). "I am considering is changing the newels all together. This is not any fault of yours since I picked the style, but these .. squares catch my arm all the time as I run up and down these things and thinking It might be better to put a smooth surface one on instead. I love the look, just our life style does not work for this. That and the red oak just stands out too much from the white oak floors and handrails".
Our new hardwood floors did not match the color of our staircase. We've seen other homes in our neighborhood replace wood picketts with iron, so we decided to call a few companies for a quote. We visited Stair Solution's Showroom in Windward and picketed the perfect iron design. They installed hardwood steps, refinished the handrail to match the floor color. Thses guys are professionals from the design help to the installation. They even laid down rubber mats to protect my new floors. We are very pleased and I'm sure you will be too.
Posted: 6/21/2012 • Link to this review
The balusters that Stair Solution installed turned out beautiful. Money well spent. The entire process was professional and well coordinated. I have and would recommend them again.
Posted: 2/16/2012 • Link to this review
We hired this company for a baluster and stair renovation. I would rate the company higher but for two issues. First, two stair treads and three risers at the bottom of the stairs had two different stain colors. Second, and extremely important; NO customer service after the job. We called twice and emailed three times with only one email response. His email indicated that wood absorbtion and lighting were the factors. The manager apparently has no desire to come out and look at the problem with me. If you use this company I would withhold payment until you are satisfied with the job. Based on my experience you will not get any further service after you have paid, even if the issue(s) could be easily resolved. I will not use this company again and will also pass my thoughts through our HOA.
Posted: 2/11/2012 • Last edited: 7/13/2012 • Link to this review
BEST CUSTOMER SERVICE, they simply did not like the resolution. All calls & messages recieve a timely response. This Do-it-yourself customer installed his own hardwoods, but was uncomfortable tackling the staircase. We spent considerable time with Design and Installation advice. Pre-installation calls were daily asking advice, even where to buy product Lumber Liquidators did not stock. My Craftsman installed Solid Oak Stair Treads and Risers tight, every cut - seamless. Handrail was remove & re-installed (correcting builder short-cuts)during the installation. The stain process was consistently applied, however Mother-Nature (wood) accepts stain diferently (lite & dark). Even factory pre-finish wood has variation. WE DO NOT ACCEPT deposits or payments in advance - Payment is expected when the work is complete - This customer paid by AMEX the DAY AFTER work was completed.
I had them replace a stair banister in a rental property. First, the crew was a little late(not a huge deal). The post was cut shorter than it should have been to come up from the floor, and I was in a time crunch, so they just mounted the post on the top of the flat part (which left a hole in the floor tile to be patched). It looked okay but didn't feel as stable. When I emailed the company to ask if they would promise to fix it if it became unstable, they did not respond to my concerns. One other minor thing: the crew left dirty handprints all over the walls. The end result did look nice, and the crew was nice. I just wasn't impressed with the bad measuring and customer service (at least via email). Update: After seeing my review posted on Kudzu, Mike got in touch with me to make things right. In fact, he sent someone out in two days to put the post where it belonged. The stairs look and feel SO MUCH BETTER now! I'm so glad to amend this review, and now I think the work will stand the test of daily use over time. Plus, it made my tenant happy. Thanks, Mike.
Posted: 12/03/2011 • Last edited: 12/19/2011 • Link to this review