Modular Tech Systems (Stairkit.com)

I have never written a review before but felt compelled to do so after dealing with Jerry Mueller. I had a similar experience to the other negative reviews on here. I was trying to support a Canadian company, but what can you do. Seriously, find somewhere else, this guy isn't worth the time.

I have never written reviews but this guy named Jerry Mueller really deserves it. A long story short: simply run away; buy this stuff in Home Depot in US or elsewhere, if you can.The owner is arrogant, rude and extremely unprofessional with no clue how to behave with customer; he thinks he is a monopoly in Canada for the product he sells so he can laugh at customer and hung up on customer who was ready to place an order but reasonably asked for discount. Now the story: I was going to purchase a spiral staircase SKY030. It sold, among others, in Home Depot in US (not in Canada because of building code issues) and this company Stairkit in Surrey BC- looks like the only place you can buy this thing in Canada as DIY project since this company is the only dealer for this product in Canada, unlike in US where you have many sources (and therefore competition). At the time of my purchase, Home Depot in US offered 10% discount to this product. This discount made the price of Home Depot significantly better that the price offered by Stairkit (when converted to CAD from US and even adding WA 8% tax). I live in the Lower Mainland so for me it is a little difference to drive and collect this product from Surrey or drive little more to Bellingham, WA and collect it from Home Depot. Therefore, for me, it was reasonable to ask for discount so I could purchase the product locally from Stairkit. Literally, I said: "Yes, I am ready to place an order but can you make a discount?" I was going to explain reason I asked for the discount but I had been interrupted immediately by a loud laugh (!!!) and then the phone line disconnected. I was stunned; I have never experienced anything like that. So I called couple times again- maybe it was accidentally disconnected? Jerry did not pick up the phone. So to find out what was going on , I called from another number: he answered! I said "Hi Jerry, it is Dmitri; the phone disconnected..." Then Jerry hung up again! I was speechless. In the follow up email, Jerry stated the following: "I refuse to compete against Home Depot in the USA" "I do not appreciate you starting off the conversation demanding a 10% discount because you saw it on a website in a foreign country." and: "I own my own business so I can select my customers – my business does not wish to meet your ‘expectations’ which are unreasonable to me." You get it right? Never ask for discount this guy:- he will "not appreciate" it and will laugh at you and hung up on you as his answer to you. Incredible "customer service"... Instead of politely explaining to me over the phone that he does not match prices (which is totally his prerogative as an owner of the business, no question about that), he simply lauded at me and hung up on me- that was his immediate reaction! He hung up on me twice! So it was not just a single spontaneous reaction- it is the way he behaves when customer merely asks for discount! He is (looks like) a monopoly in Canada so he behaves like an arrogant rude monopoly who thinks customer has no where to go to buy except his company. I do own my own business so I know what it is about communication with customer, I would never allow to myself to behave such way toward customer- even in case I don't agree with them. This speaks volumes about his attitude toward customers. Thankfully, Jerry, I am not your customer and will never be, even in case you offer it to me for free- just no way... Thankfully, Jerry, not only you can select customers, but I also have choice where I can buy this product- you are not a monopoly for people who live close to the border with US- we can (and will) buy there.

Complete lack of customer service. Very similar to the other review here, I asked whether there was any room for improvement in the quoted price for a spiral stair kit and Jerry became rude, unprofessional and aggressive. I would have been happy to pay 20-30% more to support a local business but frankly, this is not a business - it's a phone number to a man who believes you need him more than he needs you, and he is very comfortable becoming insulting and disrespectful if you ask any questions about the pricing. For a product that would have shipped directly from the manufacturer in Europe to myself, I thought it was reasonable to ask about pricing. I would have been satisfied with a response as simple as "no, that's the best we can do" but instead got an aggressive rant and was told to go buy the product elsewhere. Well, that's what I did and it earned me great service and a lot of money saved.

Purchased two kits from Jerry and was happy with the product. For another project I purchased a third kit and it had a different railing system with short sections that joined together, and subsequently came apart. Jerry was of no help - I suggested substituting the one piece from the previous kits I had purchased but was told they couldn't do that. He recommended I get someone local to make a wooden handrail! We wound up using 1 1/4" ID 100 psi poly plumbing pipe to make our own handrail after being abandoned by this business. Currently awaiting two kits I ordered from someone else...would not recommend this company.