Paragon Stairs

Paragon Stairs was contracted for a modern basement remodel. During our initial consultation we were asked if we had blueprints and or photos, which we did. Those were sent along with 3D renderings to Paragon. At this same time, we discussed that there would be no walls around the staircase so it would need to be self-supporting. This was also shown on the drawings and renderings. Our salesperson was friendly and responsive during the process. After placing our order, we received somewhat frequent updates on its progress. Delivery was on-time and set-up via a reputable LTL Carrier. The stairs arrived in a single large box and a tube for handrail. Several months prior to installation we found the installation instructions and reviewed them with our contractor, this was our first indication of possible issues. The instructions clearly showed that the landing (platform) attached to a wall, which we did not have. An email was immediately sent to our salesperson who quickly replied that there was not a problem, the stairs only mounted to the ceiling joist at the top and a base plate at the bottom… As you’ll read later, this is not accurate. Day of Installation: 1: All hardware, nuts, washers, bolts, had been painted black to match the stairs. Unfortunately, they were all stuck together. It appears they had been bagged while still wet. A hammer was required to un-stick nuts and bolts while washers were much more difficult. They would require repainting after installation. 2: Stair Treads were delivered as raw wood, unfinished. This was never discussed during the initial design/sales process and greatly adds to the cost of the stair build. To properly finish these treads, they should be finished the same as a hardwood floor and as they are visible from all sides, they should be finished on 4 sides. For us this added an additional $1800. 3: As we started to install the stairs, we found that the landing would indeed need to mount to a wall or other supportive structure. As stated at the start of our review it was made very clear to our Paragon Salesperson that our space would have no walls to mount the landing. It was also noted that the landing would not clear a structural steel support column that had be clearly identified on the blueprints. 4: Paragon was immediately contacted about all these issues at 10/25/2019 at approximately 10:46 am. We forwarded to them copies of all original communications plus new photos and measurements to aid in finding a solution. Communication over the next 11 days was often non-existent unless we initiated a phone call. We were then presented with a possible solution, which initially didn’t work and needed to again be modified. The modified version did appear to partially work but left the issue of the landing not clearing the support column. Ultimately, they would need to redesign and fabricate a new run of stairs to clear the support column. 5: The second run of stairs were specified at 42”, which Paragon said would work within the space. However, while trying to resolve other issues they informed us that they didn’t work. During the initial design, we were told the cable rail would terminate at the ceiling and we would be provided with wall brackets to mount the handrail above this point. We were told this was incorrect and wasn’t an option they had. Their first solution was to have us cut the treads down to 36”, which is a considerable amount of wood to scrap considering how expensive it was. Cutting down the tread would allow the cable rails to extend all the way up, including within the walled in area above the platform. Several days later we are told no other solutions were available and we would need to deal with what we have. We informed our customer service rep that this solution was unacceptable and not what we were sold we would like to return it for a refund. Approximately 24 hours later we were contacted by a higher-level Paragon Rep who stated they could indeed find and fabricate a solution. They were again informed that their time had run out, we secured a new provider, and we wanted to return the stairs. They then stated that we signed off on this design and a return was not an option, despite their multiple errors and omissions. Paragon has made some attempts to fix their issues and the first customer service rep I spoke too was helpful. However, they couldn’t not, in a timely manner, resolve all of these issues in a satisfactory manner or one that gave us the stairs we were sold. In conclusion, if I had to do this project again, I would not use Paragon, nor could I recommend them. It’s my opinion that working with a local trades person who both fabricates and installs their product is the better solution in the long run.