Viewrail Avis 395

Somewhat of a unique circumstance here - not reviewing the product as of yet, rather company policies that should rub anyone the wrong way.

I engaged Viewrail during the design phase of my home construction - it happened to be right during a promotional sale period where I ended up putting a deposit on 50% of the project cost to lock it in. Unfortunately (and through no fault of my own or Viewrail), the permitting took far longer than expected and to add on, we experienced one of the worst winters in decades that further postponed the construction of my home.

Cutting to the chase - over a year after placing the deposit, I'm now close to ready to ask for the stairs to be manufactured. I was told that given how long after the promotional umbrella it's been, that they have assessed a 1% total project cost PER MONTH fee on top of the agreed upon price until the project is released to manufacture. It's a hefty fee that could be considered as a cost of tariffs, or general price increases - however in this case it was confirmed the price model didnt increase and so the 1% is purely punitive for not following through quick enough.

To make matter worse - when considering if I should just cancel the project due to cost increases, they would asses a 25% total project fee for cancellation (even though they have not yet manufactured anything - and so no loss on their end).

Since they already have my deposit, I'm left with no options; either take the loss to the 1% per month penalty, or the 25% cancellation fee.

Three railing poles were the incorrect angle. They sent three poles that were also wrong and then wanted to charge me 50% for three more poles. Don't use this company, they have poor quality, over priced products and terrible customer service. Paid approx. 15,000 and still don't have correct angles on poles. They want more money to correct. 1 is the lowest i could rate.

Our staircase is part of the architectural design that is not only visible in the front elevation but is also a statement piece in the great room. So it was very important to us that it was just perfect.

The customer service provided by view rail during the design phase meant that when the parts arrived at the house, the staircase was built within a few hours and was to specification.

Yes, we did have an issue with a couple of stair treads but the folks at view rail corrected the issue.

The integrated tread lights not only provide ambiance but they light the treads beautifully so that older folks do not have difficulty in using the stairs.

Very happy with our purchase and love the comments I receive from my guests.

This is my second project with Viewrail and 100% pleased with product, sales rep, installation guides, and customer service....when I messed up some of the "crimps" and was short a couple of connectors, Viewrail had appropriate parts sent overnight which allowed me and my team to finish the project on time.

all directions and schematics were clear on assembling the railing. Parts were clearly labelled and matched with the schematics. Assembly was easy.

These folks are my people. I’ve worked with viewrail for 5-6 years now and they are all amazing people. From the top dog (Len Morrison) and all the way through the company. Austin W, Damon W, Elle C and so many others I’ve worked directly with. Dealing with the group in engineering, manufacturing and shipping is a very pleasant process. They really do treat you like family.

I took on a project replacing an old oak handrail mounted to a kneewall along the interior stairs in my home. I did a number of web searches and found the Onyx Rod Railing by Viewrail. The product was exactly what I was looking for. I didn't have much luck finding a local ironworks fabricator that could construct something similar. So, I decided I would take this on as a DIY project. Working with the Viewrail team was absolutely amazing! A sales rep setup an intro call to discuss my project. After providing some basic measurements, I was promptly provided with a quote. Next, a Project Manager & Designer were assigned. Detailed drawings were provided along with installation guides. Communication was excellent throughout the process, and all of my questions were promptly answered. The delivery was well coordinated and delivered by Viewrails own semi-truck.
This company was among the BEST that I have ever worked with. Professional, Prompt, Knowledgeable staff with every level of engagement.
My new Railing System is a very modern "look" and very solid. I am so pleased with Viewrail and I highly recommend them.

From start to finish Viewrail made me feel like I was the only customer they were working with. The communication, follow-up and ongoing updates were the best I have received from any company involving a project. Jeff Walters was my project coordinator. He went above and beyond to provide the best experience throughout the whole process, and I am absolutely satisfied with the finished glass paneled rail.

I actually checked out a competitors product but decided buying American was the way to go. And was I glad I did. Viewrail’s product, service and quick responses were exceptional!! Dustin Osos was the best! The wire system went together easily enough, though the wire measurements took me a little to figure out…. Hint the videos and instructions are actually right on. Returns were easy peasy and no hassle.
I’d recommend everyone seriously consider buying this product.

Viewrail makes a top notch product which is expertly manufactured and delivered. From start to finish, hats off to the entire team. And, having just finally installed my floating stair system, I can definitely say it fit like a glove and complements my new home even better than I imagined!

We love they way our railings came out. I worked with ViewRail to come up with a parts list. Everything was professionally delivered, and it came with everything needed, including specialty tools. The personalized instructions made for a smooth install. I installed myself, and while time consuming, it wasn't that hard. I found everything to be of good quality, the only exception would be the phillips head screws, which stripped easily. But there were plenty of extras included along with other options to secure the rails.

Connor made the process so easy! I told him what I was looking for and he was able to guide me through the whole process. The kit came with everything I needed and the instructions were great. I would recommend this company!

Very happy with our Viewrail experience. The stairs and rails are the highlight of our home. The installers were great to deal with.

Scott and his team were extremely helpful in providing a beautiful white oak handrail that is now the focal point of our entryway balustrade which gets plenty of compliments. Best of all, I was able to take a road trip to Goshen and pick up the rail directly and see their operation and meet a few of the kind people who craft the rails. Overall, a very pleasant experience and highly recommend.

Everything went smoothly and the end product really impressed the homeowners. The installer did a great job.

Your client rep, Elle Carpenter, was excellent! She was always able to explain the situation and/or details down to my level. The whole process was stressless thanks to her! Product looks great!

I had a top-notch experience with Vewrail across the board. Beginning with the shopping experience, their website is beautifully designed, with inspiring photos and easy navigation. Once placing an order into the quote process, the experience went to the next level with hands-on customer service with Connor and guidance through the entire process. As a designer, I appreciate how seamless it was for me to share with my client. My Viewrail order of the Express rail in standard black was reasonably priced, well below a couple of competitors, where I would have to go through a middleman, a local distributor. The fulfillment was a breeze, thanks to timely communication throughout the delivery.
I will be returning to Viewrail again for my next project for business or personal.

I worked with Kevin to purchase a new railing. After trying to reach out to him to fix an expensive mistake he made, I was ghosted.

Charolette from Customer Service was very helpful and responsive.

A salesman should work with you from start to finish. Kevin was just out to get my money and once he did I didn’t matter.

From design to shipping to finished product, Viewrail was exceptional in all aspects. The design team (Jony and Erica) was prompt and responsive to questions. Shipping was much faster than I anticipated and the Viewrail instructional material was excellent. The finished product (Express horizontal cable railing) exceeded my expectations. I highly recommend this company.

Really good support services through the design and purchaseing process. Viewrail boxes and parts are really well labelled and color coded. Bar code for instructions Is good. Missing isolation separators for the SS rods from the order. Called and they are shipping them. Overall good system.