I am writing this review that nobody will have such a bad experience with this company.
Owner of the company “Stair Stars” Gus came to write the contract and Sebastian came for measurements and I gave a deposit $1600, everything looked very promising and very friendly. Few weeks later for the installation Marcello came with maybe 5 guys, removed the old staircase and they were installing the new. I saw that something is not correct, and I had a contractor in my house doing renovation of the basement and I asked him to take a look, so he was asking questions about certain details and then Marcello got very angry and nasty and even wanted to stop installing the stairs that nobody should look at his job until he finishes. Stairs were covered with plastic so many details even I didn’t see. I was hesitating to pay them $1295 at the installation. When they left I looked closer and I was not satisfied with their work at all, next day I called the office and few days later Sebastian came and I asked him to make the stringers same width and the depth and according the O.B.C. and other finishes at top and middle landing, they even cut the support for the mid landing. Sebastian agreed that second stringer is huge and he said he will be comfortable with 5” deep intrusion cut on both stringers and I agreed (he should have reviewed 5” intrusion cut and the sizes of the stringers with structural engineer if he was not certain about the cut, and he did not mentioned the wavier that time), now one stringer is deeper than the other and different width (as you see it on the picture), I have never seen staircase with 5 risers with two different stringers on one run, both were always same. Few days later they brought new stringers but I was told that before the installation I have to sign the wavier that they won’t be responsible for the changes of stairs, because according to them stairs follow the standards. I did not sign. I called couple of times Gus on his cell phone (first time when I called he answered right away), now no answer at all. I called the office every day, got some kind of excuses, finally Rocio answered my call, she said that changes are not negotiable and if I want to have some changes done I have to sign the waiver that I am going to be responsible for the safety, I asked her to come over and see the staircase, she came with Sebastian and I told them make the stairs look nice and safe and stringers same size, stairs ready for finishes, but we did not got to any conclusion on friendly way. Even I asked Rocio if she would be happy in her house with this kind of stairs, no answer, and I asked for references, but she said why I am going to bother her customers, so she refused. So now on left side stringer is 2” wide and intrusion cut is 3”, on right side is 2.5”wide and intrusion cut is 9” and at the bottom stairs stringers are 1+” wide it should be 1.5” wide because they are not supported and I want to use this space for drawers from the first time as I have mentioned to Sebastian. Stairs are only nailed to landings (should have bolts) and even the left stringer from top landing to middle landing is not fasten to the landing at the bottom and the wall. Nails are visible, and these stairs look much worse than my 60 years old stairs. This staircase should be ready for the finishes, but it is not, they look ugly, unfinished. I don’t think this company should be proud of their work. Please see the pictures. I would never ever recommend this company to anybody.
- Company Response
Stairs are manufactured as per industry standard procedures and as per Ontario Building Code requirements. Customer interpretation of OBC is incorrect. This fact was brought to customer's attention and was ignored. Customer requested unsafe procedures and for that reason a waiver was requested by Stair Star. Stair Star do not manufacture unsafe stairs and as we explained on that opportunity, safety is not negotiable. I hope this customer remember this statement.