We hired American Stairs & Railings to build a custom staircase and railing for our home. Immediately upon delivery, we raised concerns that they didn't look correct. They insisted everything was built properly.
Still, when we attempted installation, it became clear the measurements were off. Wanting to move forward, we offered to pay them an additional fee to install the staircase properly, since they were adamant that they'd fit. Following the owner's instructions, we even temporarily secured the stairs with 2x4s so their team could come back and complete the install with the railings a month later.
Instead, they cancelled on us with just one day's notice. We brought in two other stair companies (WoodHaven and Specialty Stairs & Rail), both of which confirmed the obvious: the staircase was built to the wrong measurements and wouldn't work.
Rather than taking responsibility, American Stairs told us we could receive a refund, but only if we return the stairs in the same condition they were delivered, knowing full well that would leave us without access to our upstairs for 10+ weeks while we wait for new stairs.
We're now left with a half-installed, unsafe staircase with no railing, a serious safety concern with two small children in the home. Despite giving American Stairs & Railings multiple opportunities to make things right, they've shown no accountability or professionalism, leaving us in a costly, unfinished, and hazardous situation. read more