Arrowhead Stairs A Richard-Marcus Corp

repeatedWe contacted them for an estimate for replacing our carpeted stairs with wood and replacing wooded ballasters with iron. We received a call back within a couple of days. The estimate was done promptly and in a detailed matter although stain choice was never very clear. Once we set the date we asked numerous times about staining and then were told that they didn't provide staining, we'd have to find someone on our own. They said they could refer us to a number of firms who provide staining for their customers. We asked repeatedly, via voicemail and email, for a list of vendors. Finally, the day before the work was to take place, we got a list of people, accompanied by a lengthy disclaimer for any problems resulting from the staining. Rather than have the work done the next day with no idea who was going to stain the raw wood, we cancelled the installation.

I have a standard L shaped staircase with painted components. I wanted to replace it with stained wood and black iron balusters. After reviewing several websites with before and after photographs I decided to go with gothic globes and knuckles. A project manager came to my home and showed me a very good quality baluster and recommended a pattern that would fit my staircase better. We agreed on two knuckles to one globe pattern. Upon inspection of the blauster and subsequent quote I approved the work to be done. The work started in the morning and when I returned that evening the project was mostly complete. At first I was very excited but when I inspected the iron balusters they were not near the quality as the ones I was shown and the pattern was not as we agreed. The baluster I was shown were very good quality, solid, and heavy. The ones installed were lesser quality, hollow, and light. I confronted the project manager and he had the pattern changed quickly but he was hesitant to change out the balusters. After repeated requests for them to correct the situation I was not able to get the project manger to confess the wrongdoing. He just kept trying to blame the warehouse. I felt very strongly that I had been baited and switched. I then turned my complaint to the company owner David Harrison. We exchanged several emails. I explained the situation and expressed my frustration and that I felt that I had been baited and switched. I put a stop payment on my check and counteroffered $1800 for the $2400 job. David stated that they were not a bait and switch company. David finally came to my home to inspect the work. He brought a sample case of balusters that I was never shown by the project manager. He stated that he had done this kind of work for many years prior to starting his own company and I could see he knew what he was doing. I tried to describe the baluster that I was shown. He left and assured me he would look into it. The next day an installer came to my home to correct some installation issues and a requested us to pay $1800. It was as though they just wanted to forget the baluster issue. Since then I have had the wood work stained and it looks ok but it's not the quality I wanted from the project. My advise to anyone doing a stair remodel is to realize that components can vary greatly in quality and price. Take pictures and note the quality of what you're getting. Try to keep a baluster and newel as a sample and compare it to what is installed. If they give you excuses don't go any further with them. You may also want to opt for prestained wood work if at all possible. Stair remodels don't usually include the staining or painting. Unless you're a seasoned wood finisher be prepared for that expense. The contractor claimed to sand the wood down but I can tell you what you get is a long way from being ready to finish. Lastly, my advise is to stay away from Arrowhead Stairs.