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Business Profile

Stair Builders

Snyder Stairs, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Stair Builders.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:09/11/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    I purchased stair railing materials from Snyder Stairs, LLC which included paying the company ($225.00) for freight shipping. The 8 foot rail ($196.32) came damaged from shipping. I contacted the company on July 16, 2023 and they said they would send out a replacement rail. I then received a bill from ***** requesting payment for freight shipping. I have since contacted the company numerous times about the shipping bill as well as the replacement rail and they are no longer responding to my concerns.

    Business Response

    Date: 09/14/2023

    Looking to resolve this issue. We recall the initial request for a replacment railing due to damage. Our intent in any similar situation is always to send a replacment. You can veiw the attached file that shows a draft email within our organization confirming information regarding ******'s damaged railing. Being that it was left a draft I can make the assumption it unfortunetly was never sent. We apoligize for any undue stress this has caused and are entirley willing to resolve this concern. We do not see any information pointing to numerous attempts to contact. Had we recieved a call by telephone from ****** we would of been more than happy to assist. 

    As for the additonal frieght bill via ***** we do not have enough information to determine the reason for that. We use a 3PL company to facilitate our shipping. In past experiences involving replacments we have not had any instances where an additonal bill was sent to the customer. Typically, to my understanding ***** credits the 3PL for not delivering products in original condition. With more information we can ***** and resolve this issue as well. 

    We recieved a charge back for $400 in regards to ******'s original order. We are willing to send a replacment, but we can not both refund partial payment and send a replacment. 

    Customer Answer

    Date: 09/15/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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. 

    Regards,

    *************************

Snyder Stairs, LLC is NOT a BBB Accredited Business.

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