Zero stars -- this place is a complete disgrace. I spent over $600 on balusters and shoes here, only to find out a week later that 30 pieces were missing. When I went back to resolve the issue, the owner couldn't have been more rude, arrogant, or unprofessional. Instead of simply checking with his employee (who packed my order), he immediately accused me of trying to scam him out of $30 worth of material. That's right -- after spending hundreds of dollars at his store, I was insulted and treated like a liar over a few missing items. I had no choice but to pay again for what they failed to provide. To make it worse, during my next visit they almost gave me extra parts -- proof that they clearly can't count or manage inventory to save their lives. This owner has zero respect for customers, zero accountability, and zero sense of professionalism. If you value your time, money, or dignity, stay far away from this place. Count every single piece before leaving -- because once you walk out, they'll deny everything and blame you for their own mistakes. Avoid this business like the plague. UPDATED after the dishonest owner's reply to my review: Unbelievable dishonesty from this owner. He wasn't even in the store when I came in. I explained the situation politely to the lady at the counter and handed her my receipt -- which she held for the entire 20 minutes I was waiting. She said we needed to wait for him. When he finally arrived, he greeted me and even made a joke, but the moment I explained the issue, his attitude flipped completely. Suddenly, he got defensive, rude, and accused me of trying to scam him for $30. Seriously? I have both receipts -- the original and the second one showing the missing $30 item. The proof is right there. And here's the kicker -- I also brought back a baluster and a shoe that were the wrong ones, and he swapped them without a problem. If I supposedly didn't have a receipt, then why did he exchange those items for me? His own actions prove he knew my purchase was legitimate. This owner is unprofessional, disrespectful, and flat-out dishonest. Making up lies over $30 is pathetic. At your age, you'd think you'd have learned some integrity by now. read more

Michael Keenan is highly unprofessional and misleading! Stay away from this place they use the wrong stain when they come out to stain your stairs and they damage the products upon delivery and do a bad job of installation. Find a quality stair company this place is full of lazy workers and incompetent employees. . . #MichaelKeenan #StairSolutions read more

The "PRODUCT" is beautiful....but the "WORKMANSHIP" is sloppy, unprofessional & unacceptable!!!! Kathy (Sales/Marketing Specialist) initiated our transaction. She was extremely professional & thorough throughout the entire project. Mike Keenan managed the installation. His team had to demo our stair-wall in order to install the cable rail-system we purchased. The demo/ installation went quite well HOWEVER, once the job was complete, I was extremely dissatisfied with the condition of my walls/stair case. Their Agreement (contract) states "paint & painters caulk is not part of the estimate/labor"..... however, I would NEVER have imagined that after demoing a wall in my home, that their contractors would leave my home in the condition it was left (pictures attached). Their work is "SLOPPY", "UNPROFESSIONAL" & "UNACCEPTABLE"!!! This was not just a simple job for a painter to come in and "paint & caulk" - this required MAJOR repairs!!!! I sent an email with my concerns/questions to both Kathy & Mike the day of the installation. I attached pictures of the work that was done & asked if either of them could "CALL ME BACK" when available, because they are ALWAYS busy, only to receive a very condescending "email response" from Mike, which was VERY disturbing & upsetting. This was his exact response: "Hi Nicole - Yes, the wall repair takes a number of visits by your painter. When spackling the sheetrock there is typically 3X visits to apply spackle, wait to dry-sand smooth, then do it again. Once all is smooth the wall will need paint. Should still be a good amount of construction in Avalon. I would ask one of the painters to complete the wall work. These items are not included in our Agreement - but we did apply the first coat and some caulking. How do you like the new look? Makes the stone wall come alive, right? Very much appreciate your business." Hmmmmm......so this is how you respond to your customers??? My questions were valid. The photos I submitted justified my concerns & I would have expected & appreciated a PHONE CALL from Mike saying he would either "come out & do an inspection to make sure that I am completely satisfied with the installation" versus sending a condescending response via email. I maintained a very high level of professionalism throughout this entire process, however this is NOT how I expected to be treated "AFTER" my installation. I am thankful I had a contractor who "could" repair the DAMAGES to my wall/staircase (an additional expense of $400) but I am completely dissatisfied & bothered by the fact that Mike had this "matter of fact" approach & complete DISREGARD towards my concerns. Customer Service goes a long way & this is certainly not how I would have expected to be treated "after" my installation!!! read more

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My husband went in the store this morning and was appalled by the experience he had. He was greeted by Kathy Tuton and her immediate question was "What's your budget?" He responded that he wasn't driven by price so much as quality of work. We're in the process of an extensive renovation and have received numerous estimates for projects and the first question we've consistently been asked is what exactly are we looking for, not what can we afford. When he let her know that he had gotten other estimates and was looking for another, she immediately told him that he should go with one of the other companies - that Stair Solutions would most likely be more expensive than the others. Frankly, he left feeling like he had been racially profiled and treated accordingly. Our business was clearly not valued and we will be moving forward with another company as Kathy so rudely suggested. Lastly, he let Kathy know that he sent in photos of the project online over a week ago in hopes of getting a response, which he never did. She looked at the photos he showed her and said she'd seen them before - so, why did no one respond?? Yeah, we're all set with this place. Reading other reviews on here are not surprising. Clearly this place is consistently unprofessional. read more

This company, specifically Mike and Kathy are very unprofessional and manipulative. They installed the wrong handrail system at my clients home. Kathy acknowledged this was an error on their end and apologized for it saying that they would make it right. That is where the ball got dropped. They have yet to make it right. I would heed the warning left by many others here sharing their experience. There are several other companies throughout Atlanta that are kind and honorable and work with integrity. Basically, the absolute opposite attributes that this company possesses. read more

Kathy and the team at Stair Solution were great to work with. They guided us through replacing our traditional stair rails and balusters with clean and modern cable rails. The result is amazing. The installers were very careful to minimize disruption and "collateral damage". We're very happy with the results. read more

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I can only speak to my interactions with Kathy, over 2 visits. I was also the only customer in the showroom each time, so I don't know how she behaved with others. These were my experiences: I was ridiculed for wearing a mask. I was discouraged from asking for prices. I was told to wait for help while she and a co-worker watched non-professional YouTube videos. I do not recommend supporting a business with poor customer service. read more

Review Part 2 To: Mike Keenan ironmike@stairsolution.com Subject: Re: Baluster Delay Mike, I am extremely upset with your comments on the phone. I am not accustomed to having an owner of a company believe it acceptable to raise his voice at me or blame me for his errors. Yes I do have the voicemail from Kathy saying you would be here on Thursday and up to half of the balusters would be installed on Friday. Telling me you are not a company, just 4 people is not an excuse. I hired a company, your company to do a job and you did not live up to your part of the agreement. I did not hire a guy named Mike. I made a purchase from Stair Solutions. As far as I knew you were just a salesman within the company. I have very little faith or confidence that if there is an issue in the future I could count on you to take care of It. This is not very comforting. The stairs were to be installed in one day, Thursday. Problems with your suppliers or shipping is not my concern. As the customer I don't need to know issues with your business or profits. Trying to tell me you are basically selling me items at cost is an insult to my intelligence. Everyone makes a profit on what they sell or you wouldn't, couldn't stay in business. The fact remains: 1. You did not install the stairs as agreed upon. 2. Your installation crew did not wrap the open staircase leaving my husband and I to do this work to ensure the safety of our family and pets. 3. I took an additional day off from work to be here for the second phase of the install and no one called to tell me you would not be here on Friday. Yes, I have the voicemail from Kathy telling me the installers would be here Thursday and would install up to half on the balusters on Friday. Since you said you wanted to hear that voicemail, I can only assume you were insinuating I was lying about the phone call. Now you are telling me that the project will not be complete until Monday and that is only IF the materials are delivered. Then you will personally come out to complete the install at our convenience. My convenience was Thursday when everything was supposed to be installed. It was your responsibility to make sure you had or could get the materials needed for a job before scheduling. Not only did you schedule without the materials, your company did not communicate the delays to me. I would suggest that you do not owe the installers for the part of their job they did not complete. Since they only installed half of the balusters you would and should deduct a portion of their pay. They did not secure the area for the safety of my family which you confirmed was part of their job. Therefore I do see room for compensation. A day off from work cost me 288.00. My time is just as valuable as yours and your installers. I will talk this over with Eric and wait for your reply so we can decide how we want to handle this from this point forward. On Oct 5, 2012, at 3:35 PM, "Mike Keenan" ironmike@stairsolution.com wrote: Hi Lynne, First, please call me to plan a time I can wrap the openings in your staircase. The Crew should have called for the plastic wrap to install. Leno install the 2nd Floor balusters (except 1) to close gaps. Typically the staircase does not create issues, but I want to wrap it right away. The Crew said the iron was in transit and they didn't know a time to schedule with you until the truck arrived. The Handrail system is installed to IRC Code. I discussed the handrail height specifically with Eric during my site visit. Disregarding the Customer is not in my DNA. I promise to call the moment the iron arrives on Monday to install the remaining pieces. Again, I will install the iron ANY time that is convenient so time no further work is missed. Thanks, Mike Mike likes to post answers. Explain this one away like I am the liar, you SOS. read more

Poor customer service and rude response when reported. Never spend money with such poor service.

They seemed really lazy and difficult to work with. Trying to get them to bid on a $15k job, but they wanted me to send in other competitive quotes vs come out and take their own measurements. Better options out there. read more

The end product is beautiful but getting there is the hard part. Mike came out measured etc we got new railings and new steps. Day of install we find out Mike had measured 1/2 of the steps incorrectly. All the steps going down to basement were bigger. So they stained on site. When it was all finished I loved it then started to notice several problems. The stairs they stained on site were much lighter. You could see nail holes in the steps. Railing post wasn't square, and railing wasn't even on both ends. I sent mike an email. Never responded. Sent Kathy an email never responded. Called and Kathy said to send Mike pictures. I'm not sure if i called or he called but he said the stairs are the same shade and must be lighting. I assured him no they are lighter. I felt like he was dismissing my concerns!! Kathy just said tell the crew the problems when they get there. 2 months later we had 2 other steps installed. They fixed all the problems. Crew was great . Mike and his people in the office need to respond and learn how to deal with problems . Communication was pathetic and not even a call afterwards to see if everything is ok. That's terrible customer service!! read more

Stair Solution - General Contractors Near Me - Alpharetta, Georgia

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My wife and I are planning on having stair renovation at our new home and I start to talk to multiple stair companies asking for options and estimates. Among all stair companies, Stair Solution is the largest in size but the LEAST responsible company. The owner Mike Keenan had never returned our emails or phone calls regarding our project. Nevertheless, one of his sales member, Kathy Tuton has been great with us. She is very patient, ultra helpful, and very accommodating in regards to our budget and needs. People who have residential stair needs, please stay away from this stair company, the owner is probably only interested in large projects given his company's size. read more

Great service . They do have huge variety of Balusters and also sell separate one piece if you Brooke only one. read more

Stair Solution has been great to work with. We just had hardwoods, hardwood staircase and iron balusters installed and I cannot tell you how beautiful this looks in our home! Everything matches perfectly and the iron designs we chose look fantastic! From the minute we visited the showroom, we were greeted very professionally and everyone made us feel like home. Mike and his team answered all of our questions and concerns. The install was planned a short week later and now our house looks brand new and more open. I highly recommend Stair Solution and the entire team to anyone looking for new stairs and iron balusters. read more

BAD EXPERIENCES!!! Please read all the comments in yelp and google before making any decision for your project. I found all the bad comments and owner's excuses to those comments after my project is ended. My recommendation to Stair Solution is anyone working with customers know the result and regret of being defensive with customers. Creating great experiences through wonderful customer service takes confidence, empathy, patience and keeping the promises. I wanted to share my experience to warn potential customers. We visit the showroom and talked to Sales lady. She told us that the project will take a day. When we asked over and over about the timeline, she promised and convince us about the timeline. She told us that we will get crew of 3 and they will work all day to finish it. They (crew of 2) started working on April 30th. When I asked them whether they will complete the job in a day on late afternoon, they told me that it will take more than a day to complete the project. First day of project, they were able to retrofit the stair treads, riser and post with the rail for first floor. They did not do anything for second floor (post, rail and balusters). When I asked them what time they will come for next day, I was told that I must wait 2 days. They had another job to do. I called the office and talked to someone. She told me that I must wait. I was surprising to hear that I must wait 2 days without any protection for the second floor. I sent an email to owner asking who will be responsible in any unwanted accident. Of course, I did not get any response. Basically, I was forced to take a risk without having any post, rail and baluster on the second floor. Then, I talked to owner. He was implying that was my mistake to think that the project will be completed in a day. Also, he was implying that I interrupted crew's work by showing all the issue created by the crew. The crew was ignorant and not responsive. They were keep telling me that it is not done. After keep showing and telling them about the misaligned handrails, all the nail heads, and wrong cut on treads, they were just not paying attention what I was showing or telling them. I spoke and raise my concerns to Mike. But he was offensive instead of accepting their mistakes. He had excuses instead of helping to resolve the issues. After 2 days over, the second crew came to work on it. They were busy with correcting what was done from the first crew. We had too many issues such as first oval treads were cut wrongly (more than an inch gap in both side), trim on the side of treads were not flushing, nail heads were visible, gap between treads and risers. And the worst one was a lot of squeaks and cracking noise which was not the case previously. I showed owner all the issues when second crew came home. I was told that they will fix all the issues and complete the job on that day. They went to lunch and come back and left at 5:30 without finishing the project. Maybe, they could spend 2 extra hours max to complete the job, but they did not. Of course, I called the office to set up another time. They told me that they can come next Tuesday. I told them either Saturday or Monday. I did not get any reply. Then, I called the office again. I was so frustrated with how they were handling the issues. I went on Saturday to talk to owner. He was telling me that why I did not tell his crew to finish the job. I told owner that they did not listen to me when I told them the project needs to be completed. Owner responded to me that he is not making any money from the project. And he has to send crews multiple times to my home. I could not believe what I was hearing. I told him that I made a mistake to trust and believe what they sold. They promise one day job and his crews were not finishing the job on time. Finally, the crew came to put the balusters and do some touch up to complete the task on Monday. After, I took another day from my work to finish the mess they made on the wall. THEY ARE NOT PROFESSIONAL. IT WAS A FRUSTRATING EXPERIENCE. THINK COUPLE OF TIMES BEFORE MAKING A DECISION. I DO NOT RECOMMEND. read more

I would like to share my experience to warn potential clients. My husband and I are planning on having stair renovation at our house, My first impression with Kathy Tuton ( Sales/Marketing Specialist ) is that she has knowledge on the products. Before I continue I want to advise anyone or everyone to STAY AWAY FROM THIS COMPANY. we decided not to used their services. This review is only based off of the customer service disrespectful, unethical and rude behavior. We visited their showroom several times, the first time we explained that we want an specific type of stairs. We asked Kathy for a quote, well she did for sure the only problem is that she quoted me with something else. The problem was that we were ready to pay half of the money for them to start the project when my husband realized it wasn't what we asked for. That's when the nightmare starts. Kathy show her real side she was beyond rude, unprofessional and unpleasant, basically my husband leave the place. On top of that she sent us an e-mail apologizing for her behavior but blaming us for this confusion. I don't know what kind of work they do, but if it's anything like their customer service I would stay as far away as possible because there are many other highly qualified people out there. read more

Although I have never used this company, I asked for a competitive bid. The bid was within $100 which I told Mike Keenan. His response ( I have X'd the company he bashed) : On Nov 7, 2017, at 5:22 PM, Mike Keenan ironmike@stairsolution.com wrote: Nancy, Thank you for contacting us. We are not the cheaper version of the builder grade XXXXXXX . Hope your project goes well. Thanks, Mike Actually, Stair Solutions materials were less expensive but the labor was more. The response just took me by surprise. Trash another company on your way out.... WOW. read more

Mike Keenan is unprofessional and a very rude man. I highly recommend going elsewhere. Mike is a nightmare to work with and I now understand the bad reviews he has gotten from other customers. He over books his projects then adds extra costs to make up for the extra time it took his crew to finish the job. My experience with Mike is very similar to the other bad reviews he's gotten from past customers. At the start he was very friendly until I gave him half the money to start the project, soon after that it took about six weeks to have my stair case completed. He would not return my calls or texts when I had concerns or needed to talk to him about finishing the job. I finally had to email him to explain to him that I did not think I was responsible for the extra cost. Only then did he call me back but, instead of trying to work things out, he threatened me on the phone to take me to court and to show up at my doorstep and take all the materials back out of my house, then he hung up on me and would not answer when I tried calling him back. He only continued to send threatening texts until I warned him that I will call the police if he didn't stop. It took several weeks to have my staircase completed. I am very happy with the quality of the work but I would never recommend this company to anyone because of unprofessional-ism of Mike's company. As the other reviewers posted, I'm sure Mike will respond back to this review taking no responsibility for his actions and he will put the entire blame on his customer. My only purpose to post this review is to warn others of this bad business owner and his capability of threatening his customers to get his way. read more

First let me say that I did not actually utilize them to do the stairs, so this review is based off of the customer service or lack thereof. I contacted this company a few months ago to get a quote for an investment property I am renovating. I'm from South Florida so I have never really dealt with stairs in the past and therefore my terminology is not proficient regarding stairs. Anyhow, when I called, I felt as though they were talking down to me because I am not familiar with the anatomy of a staircase. During the convo, I did not feel as though my questions were being properly answered; the layout of the staircase is abnormal so I asked if someone could meet me at the property to discuss options and take measurements. I was told that they do not come to the property to quote, that they quote off of pictures. How odd. Because of this odd quoting style, I ended up having to take several pictures as well as sending over the final plan proposal since they would not come out to the property. I asked for 2 quotes: one for vertical and one for horizontal railings. A few weeks later I was sent a picture and a quote for only the horizontal. I asked for the horizontal and did not get a quote for that. I also asked if this included the railing at the top and they could not answer that question, as they had never been out to the property to know what the top was/looked like. I also felt as though they were pushing me off and stating that I would not be ready for stairs for several more months (6+), which was not the case. Needless to say, I ordered some rails off the internet and had my crew install them for about what they had quoted for just the railing portion and not the top of the stairs. read more

Stair Solution did a great job with our stair remodel. They really helped us capture our vision and delivered a wonderful finished product.

I used Stair Solution to update our old staircase. We had wood balusters and oak railings and stair with carpet in the middle. The job scope was to replace the balusters with iron, and replace the railing, newells and treads with a stain to match our new flooring. I could not be happier with the process. The team arrived on time, got right to work and worked efficiently. they checked me several times to make sure I was happy with each of the stages. They were very polite and friendly, and cleaned up after they were finished. The finished product absolutely transformed by house. Reading the other reviews, I didn't experience any of this. Mike and staff were always polite and worked through several design suggestions and changes. Very thorough in developing the estimate. I highly recommend them! read more

I wish I never used this company. Mike Keenan will not take any responsibility for his behavior or work ethics nor the work of his staff. In addition, he will continue to increase the price on you, during the project. I paid in cash nearly $3,000 for my stairs to be remodeled. However, I was quoted an estimate of a lot less. Find another company; DO NOT USE STAIR SOLUTION. read more

after getting an estimate, I emailed a couple of questions but never heard back from the salesman so I went elsewhere.

Totally Satisfied!! I knew I wanted Iron Balusters but had no idea how to choose the style or pattern. I went into one small company that had a little bit to look at and did not help much at all. I felt that I had to pull teeth to ask questions instead of getting advice or assistance and felt that I inconvenienced them by walking in. I went to Stair Solution and was impressed not only by their beautiful showroom, but by the help I received while there. They answered all my questions, explained the whole process, helped me choose just the right balusters for a pattern I loved. They followed up with me on my baluster count to finalize the pattern, provided the estimate and installed the following week. Their crew was terrific, kind, neat and did a Fantastic job! I had 132 balusters and they were done in one day. I'm So Glad I went with Stair Solution; there is no comparison...Check them out for Yourself! read more

I am a Realtor and so often have work in homes before they are listed and some that just want to update their stairs or banisters. Mike has been wonderful to explain all the options for the best costs to my sellers and buyers I have as clients. I was so excited to see how competitive his costs were! The showroom was fabulous. It is not to be missed. My next step is to have some work done in my own home! Work has already begun for 2 of my clients, and they could not be happier. The work will certainly help the value of their homes before they are listed. I am so pleased that I have given his name to all my agent friends and their clients. I know they will be as happy as I am. Friendly service and great competitive pricing is a great combination. The website gives lots of information and style photos. Thanks, Mike for all you do. read more

We went to the showcase and was greeted by Kathy. She was helping another customer who was confused with their pattern and she was raising her voice at them trying to tell them that the pattern they wanted was incorrect. It was very uncomfortable. We started to leave and she asked if she could help, she was very unprofessional. We ended up going back to pick out the spindles and she was so unpleasant to work with and rude. She had a rude, snappy response for every question I had. I will not use this company for the spindles. Kathy was beyond rude, unpleasant and unprofessional. read more

We had a fantastic experience with Stair Solution. They went out of their way to work with our short timeline and completed the work when they said they would. The work is beautiful, and we couldn't be happier with the result. It's been a pleasure doing business with them. Highly recommended. read more

After dragging us around for a couple of weeks, including a visit to their showroom where the woman working was clearly not interested in spending more than a few minutes with us discussing our job, this company basically decided they didn't want our business because it wasn't worth their time to refinish part of our stairwell not covered by carpet and replace the handrails. They also only told us this after we didn't want to upgrade to one of their premium woods. Go with another company! read more

I could not even get past the rudeness on the phone. I have contacted 4 people to give me an estimate for the job that needed to get done in my home. Three out of four came out to look at the actual job and give me an estimate. When I spoke to Kathy on the phone she argued with me and said that their business does things differently and I should come to them. Seriously? She was also In quite a hurry to get off the phone and seemed annoyed by my questions and not knowing what all the terms where for balusters and newels. Even after her rude behavior on the phone I gave them the benefit of the doubt and sent her the images and information she asked for. This was on a Thursday. When I called Friday to confirm she received the email she was once again rude and said she had other customers in front of me and that they don't work on weekends so I probably won't hear anything until Monday. Jeez, I just wanted to know she received my email. Finally, she emailed me back Tuesday without a quote. She wanted to know my address and said that they don't choose stain colors for customers. So it took three business days to get a rude, unhelpful email back. I wrote clearly that I wanted her opinion between 2 specific colors to match the existing rails. After all they are the professionals, right? Every other company that came out gave me suggestions since this is their profession and are more familiar with the stain colors. That's why you hire a professional right? Anyways, I don't know what kind of work they do, but if it's anything like their customer service I would stay as far away as possible because there are many other highly qualified people out there. read more