Backyard America

Review: We purchased a Trex Pergola from this company. It was designed not to rust or require maintenance. Within less than one year of installation, it has begun to rust. We have contacted the installer and the manufacturer. Both are blaming one another for the problem and no one has done anything to resolve it. It has been less than one year since we bought it that we filed the original complaint with both companies.Desired Settlement: I would like them to repair the rust spots and paint this structure so it does not continue to rust.

Business

Response:

RE : Revdex.com Case #[redacted] - [redacted] AMC Nursery & Landscaping purchased the 18' wide x 14' projection Trex Pergola w/ Shadetree Canopy on 5/17 /2014. Structureworks Fabrication was notified by [redacted], of the rust and discoloration issues on June 22, 2015 with pictures for review. We reviewed the pictures, and we were able to see that the capital and base trim pieces were not installed according to our installation guidelines. They are shipped as one piece, but the pictures show that they were installed as separate pieces and an unknown type of adhesive was used to piece them back together. It is our determination that the adhesive appears to be causing the discoloration on the columns. This can be fixed by sanding and cleaning the area and applying touch up paint. Trex Pergola has three types of metal in the structure; Aluminum, Stainless Steel, and Galvanized Steel. The threaded rods in the columns are galvanized steel, if the rods are cut during installation there will be small metal shavings/dust, that if not properly cleaned and removed, can cause rust to form. We specifically mention this in our installation instructions and we also include a Yi'' x 2" plastic cap that should be installed on the threaded rod to keep it protected and prevent rust from forming. We recommend using the provided 2" screws to install the capitals, and it looks like they were installed with trim nails. This could also be causing rust to appear. This is also easily remedied by sanding and cleaning the rust from the columns, and applying touch up paint. The rust and discoloration issues are not a manufacturer's defect. These issues appear to have been caused by the installation of the product in a way other than recommended in our installation guidelines. We sent [redacted] two quarts of paint to make the needed repairs and shipped it to them on 7/31/2015 . If additional paint is needed to make the repairs we would be happy to send more. We were informed of the issues on June 22, 2015 and we received pictures from [redacted] on June 23rd. We emailed [redacted] and [redacted] with the same determination as above. We asked AMC landscape for additional photos, but were not provided those. We sent paint at no charge, and explained the process of repairing to [redacted]. We have been in constant communication with [redacted] and we responded to each of Mr & Mrs [redacted]'s emails.

Review: I purchased/ordered [redacted] on October 7, 2014, in the amount of $9,000.00. (Please note that on the Additional Complaints Details page I put the purchase date of 10/7/14 because this is the date I ordered and paid for the pergola, but it wasn't delivered until 11/12/14.) The order was delivered on November 12, 2014. The order was unloaded on November 13, 2014, and unpackaged on the morning of November 14, 2014. The product has numerous paint issues. I can provide photos of these issues. Backyard America touts a special paint process as one of their big selling points called the [redacted]. They also guarantee this process. [redacted] Nearly every rafter (there are 19) has numerous paint bubbles, most likely from moisture under the paint.

These areas will peel quickly.

Most of the stringers (14) have deep scratches where the paint has been removed and in some cases the underlying fiberglass is scratched.

I informed Backyard America of this damage on 11/14/14, the day the shipment was unwrapped.

Its been 1 week and there is still no action on the part of Backyard America.

They requested 2 professioanl bids to correct the paint.

I provided them with two bids.

They have done nothing.

I have to call them and chase them, and have sent several emails.

My project is in limbo and the workers have been sent home until this is resolved.

Time is of the essence to come to a conclusion.Desired Settlement: My first choice is a full refund of the $9,000 because the product is defective. If they do decide to accept a return and refund my full purchase price, I do not want to have to pay shipping charges for the return. My second choice is for them to over-night me a check for the cost to fix the paint issues.

Business

Response:

In response to complaint[redacted]: