Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid Viewrail $13,768 as a deposit for a stairs system build including installation. We had significant challenges working with their *********************** in which it took several months providing designs, each of which had errors which we needed to flag and correct.Errors included:- Repeatedly having the railing on the wrong side of the stairs;- Providing designs which afterwards turned out to be unviable and inaccurate;- Using incorrect measurements despite coming out twice to measure;- Rather than taking into account how the stairs would be implemented in the space, offer up solutions that included an unsafe step (11") onto their stairs platform. We had to flag repeatedly to address this to their engineer.We cancelled our contract as we lost our trust in the accuracy of their design work. During this time we escalated to our sales teams and the executive of the company but received no response - we felt completely blocked. However, the company intends to keep $5,500 for work delivered, despite the low quality of this effort. We believe this is unfair and does not represent the value of the work delivered. No actual materials were sent to production, or delivered, and the engineering work was not of the quality or timeliness to give us the confidence to proceed.

  

  Business Response

  Date: 03/04/2024

  We have refunded the customer today in the amount of $8,268.66. The customer paid a total of $13,768.66 for a 50% down payment on his $27,537.32 order. We sent out a certified installer to perform measurements at this property on 4 separate occasions to take/retake measurements and assess the job site. Each time the certified installer visited the site, there were changes made such as moving headers and even entrance directions. Each time changes were made, that meant revisions needed to be made by our engineers, making this job nearly impossible to complete. The multiple revisions made by our engineers and visits/measurements by our certified installer cost Viewrail time and money, and therefore, Viewrail reserved our right to withhold an engineering fee, in the amount of $5,500 from the 50% deposit made by the customer, for the services and work performed.

  Customer Answer

  Date: 03/05/2024

   I am rejecting this response because:
  
  Viewrail did make a refund to us earlier today. However, the refund total is not acceptable to us, for the following reasons:

  - Viewrail notes that we repeatedly changed things such as headers, beams and entrance directions. Each of these changes were made in request of their engineering team. We did not initiate any of these changes ourselves. In addition, Viewrail also measured the header height incorrectly, resulting in us having to re-measure it and provide them with updated information.

  - We incurred additional costs of $4,000 with our main contractor to develop a platform, requested by Viewrail's engineering team. Had Viewrail informed us earlier on of a viable stairs design, without us consistently having to call them and engage them for any type of response, we would have been able to avoid these expenses, which turned out to be unnecessary.

  Attached to this update, I have included our escalation messages to Viewrail to escalate these concerns, and ask for assistance.

  The inadequate engineering support from Viewrail was insufficient, caused us additional expense and essentially made it impossible for us to trust their work. I cannot consider them keeping $5,500 an appropriate response to our issue.

  

  Business Response

  Date: 03/13/2024

  In our continuous efforts to ensure customer satisfaction, ********************** has made the decision to issue a refund for the $5,500.00 that was retained in engineering fees from the original payment. The original payment was taken on 8/14/2023 in the amount of $13,768.66 and a refund was issued on 3/4/2024 in the amount of $8,268.66. The final refund was issued today, March 13, 2024 to the original form of payment. Please see attached refund receipt.

  Customer Answer

  Date: 03/14/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you to Viewrail for working with us through this issue. I'll also update the review I left on Yelp to note that the company brought this to a satisfactory conclusion.

  
  

  Thank you.

• Initial Complaint

  Date:05/23/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I was not sure whether to hit accept or reject on this case.   I must have selected the wrong company on the pull-down list.  The correct name and contact information is:   VIEWRAIL, ****************************************************************   Tel.:  ************.]
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 05/21/2023

  Hello BBB, This complaint has nothing to do with BAY VIEW RAILING AND ORNAMENTAL **  This customer purchased said product from **********************. That business has no association with BAY VIEW RAILING ***  Please remove this complaint from our records. Thank you, *****,  VP BAY VIEW RAILING AND ORNAMENTAL ***

  Customer Answer

  Date: 05/23/2023

  I placed an order for a deck rail system back on 11/20/2022, order ****** was quickly acknowledged. The system was delivered in January of this year, and I unpackaged it in early February, preparing to install it. I noticed there were missing parts, so notified Viewrail for the first time on February 8th. Viewrail has acknowledged their error, and claimed they want to remedy the issue. After many weeks of non-action, I asked for the kit to be returned, which they refused to do. Since February, I have averaged more than 3 e-mail contacts per month looking for an update. My latest e-mail of 5/3/2023 seeking an update has gone unanswered. Along the way the President and VP of sales have been included in e-mail contacts. They have not helped resolve the problem. I am seeking to get the needed parts within 7-days, or an immediate refund. I feel that I have been ****** patient these 4-mos., and perhaps that I am being taking advantage of because I am an elder.

  

  Business Response

  Date: 06/06/2023

  Hello,

  One of our senior managers spoke to ***** and helped to ensure that we met the customer's time frame that he communicated would be acceptable via BBB. The order was received on 6/5/23 and the customer stated that everything looked to be accounted for in a conversation with one of our managers. The next step is installation. We made sure to send the proper instructions and offer installation support if and when needed. 

  Viewrail is committed to customer satisfaction and getting this project installed and serving our customer as designed.  If anything else is needed please do not hesitate to let us know.

  Customer Answer

  Date: 06/21/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  The supplier has provided the solution to the problem, and I would like to close this complaint.

  Thank you.