The Baluster Company installed banisters for us in 2018. Within the first year, the detail work on the banister posts fell off (they were glued on).
Over the past couple of months, the banisters have become structurally unsound and dangerous. When I called the owner who sold us the railings, she said she would look up our file and call me back. Instead, her construction associate was the one who called us back and left a message. I called her back and left her a voicemail and asked her to call me, and not her construction associate, as she is the one who sold us the banisters and this is her business.
She then sent us the e-mail below telling us she is too busy to call us back and to deal with her construction associate. Bottom line - The banisters are unsafe and the owner/sales consultant is not willing to call us back to discuss this because she is "extremely busy". The lack of communication to not only make this right but to make the banisters safe is unacceptable.
This is her e-mail to my husband and myself -
Thank you for reaching out to us regarding your staircase. I did some research and the Baluster Company completed your staircase in 2018. I wanted to let you know the Baluster Company only guarantees the work and materials for a period of one year from the completion date. Unfortunately, you are well past that date and we will need to charge you a service call of $75.00 to come and see about any repairs.
Steve would be the one who would be setting the appointment to repair your staircase as he is responsible for the construction end of things and he sets his own appointments. He is the one who offered to call you as I am extremely busy. I am not sure what issues you have with him returning your call to set up such an appointment. If you would like to speak with him to set up an appointment for the repairs, please contact him. read more