Home & Leisure, Inc.

RE : Revdex.com Case #*** - *** AMC Nursery & Landscaping purchased the 18' wide x 14' projection Trex Pergola w/ Shadetree Canopy 11px;">on 5//Structureworks Fabrication was notified by *** ***, of the rust and discoloration issues on June 22, 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 guidelinesThey 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 togetherIt is our determination that the adhesive appears to be causing the discoloration on the columnsThis 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 formWe 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 formingWe recommend using the provided 2" screws to install the capitals, and it looks like they were installed with trim nailsThis could also be causing rust to appearThis 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 defectThese issues appear to have been caused by the installation of the product in a way other than recommended in our installation guidelinesWe sent *** *** two quarts of paint to make the needed repairs and shipped it to them on 7/31/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, and we received pictures from *** *** on June 23rdWe emailed *** *** and *** *** with the same determination as aboveWe asked AMC landscape for additional photos, but were not provided thoseWe sent paint at no charge, and explained the process of repairing to *** ***We have been in constant communication with *** *** and we responded to each of Mr & Mrs ***'s emails

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.

In response to complaint[redacted]:
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SHIPPING DAMAGE:
[redacted] purchased a [redacted] from Backyard America on October 7th, 2014, in the amount of $9,000.00. The estimated lead time for his custom fiberglass [redacted] when he placed the order was four to five weeks. We provided an order acknowledgement by email that provided him an estimated shipping date of November 5th. The [redacted] was shipped on November 5th. We sent a shipping notification email that had tracking information, and specific instructions for receiving the shipment (email follows).
Shipping Notification Email Starts HERE:
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]  [redacted] 
 
Your PRO number is:       [redacted]
Your tracking number should be active within 12-24 hours
If your shipment is to be delivered to a residential address:  
When the shipment reaches a service center near your house, Old Dominion will call to schedule a date and time that is convenient for you to be available for delivery. Someone will need to be there to unload the shipment, one to two people are recommended; however, occasionally the driver will help. Your shipment will be delivered on a pallet; this can be easily unloaded by hand by cutting the straps and removing each box or part individually. Typically, individual pieces weigh around 45 pounds each. No special equipment will be needed for delivery. Please be sure to read the "All Shipments" section below.
 
If your shipment is to be delivered to a commercial address:  
Old Dominion will deliver your shipment during normal business hours. You may call the local service center to check the status of the shipment. Please be sure to read the "All Shipments" section below.
All Shipments:
?  Please be sure to inspect all parts, count all boxes, and note any damage or shortages to the shipment on the delivery receipt before signing, including whether the shrink-wrap was intact or not. Noting damage on the delivery receipt ensures that your damaged or missing parts will be replaced or repaired at no charge to you.
?  If the delivery receipt is signed without exception, the shipment is considered to be delivered in satisfactory condition. Replacement parts will not be provided free of charge if damage is not noted.
?  Even if the packaging arrives in good condition, there may be hidden damage to your material. Be sure to open and inspect all pieces.
?  Since the pallet is almost always longer than 4 feet, lift gate service is unnecessary and not included for your shipment; if this additional service is requested through Old Dominion, Backyard America will charge you a $35.00 lift gate service fee. 
If you have any questions please don’t hesitate to contact [redacted] or by email at: [redacted]  Thanks! 
The email clearly states that if there is any damage to the [redacted] when it arrives that the damage must to be noted on the delivery ticket with the freight carrier. [redacted] confirmed he did receive this email, however he did not read it prior to delivery.
The [redacted] was delivered on November 12th. [redacted] did not have anyone onsite to receive the [redacted], so the driver left the trailer onsite. [redacted] unloaded the [redacted] on November 13th, and signed the delivery ticket without inspecting the shipment or noting damage. On November 14th [redacted] opened the shipment and found damage. On Friday November 14th, after business hours [redacted] emailed and reported the damage to Backyard America, which did include pictures. On Monday November 17th, I explained that if he noted the damage on the delivery ticket, per our instructions, we could have remade the damaged components and shipped them to him right away. Unfortunately, he did not note the damage on the delivery receipt. Therefore, Backyard America is unable to cover the expense of repairing the damaged components.
PAINT WARRANTY CLAIM:
[redacted] originally reported to Backyard America that he had 12 decorative ends that had bubbles in the paint, and is now reporting that 19 ends have this issue. We offer the [redacted] Warranty on all painted products. Please see attached [redacted] warranty. 
Per the terms of the [redacted] warranty:
If 15% of the entire painted surface area of the [redacted] is failing, the repair or replacement of the affected areas will be covered as a valid warranty claim. There are three options Backyard America has to resolve any warranty claims: 
1. The defective components may be replaced.
2. The defective components may be packaged, shipped to Backyard America's factory for re-coating and then returned to the customer. (The shipping cost one way is covered under the warranty, the balance of the shipping cost is to be paid for by the customer.) 
3. The portion of the purchase price paid for painting of the defective parts may be refunded.
The issue at hand would not be considered a warranty claim because it does not meet the requirements of a claim per the [redacted] warranty. The total surface area of the claim is less than 1% of the total surface area.
We are, however, happy to cover reasonable costs associated with repairing the defective p[redacted] components as a courtesy.
We offer the following options to resolve this issue:
1. The defective components may be repackaged and shipped to Backyard America for re-coating. We will cover the cost of re-coating and return shipment. The cost to have the components packaged and shipped to Backyard America would be the responsibility of the customer.
2. We will refund the portion of the purchase price associated with painting the defective parts. This would result in a refund of $200.
3. We will provide a refund in the amount of $1,200 to have the defective parts re-coated locally by a contractor of the customer's choice. This is a reasonable charge to pay a local contractor for the labor on all of the defective parts. (The quotes for re-coating the parts that have been provided by the customer are extremely over-priced and would not be reasonable by normal construction standards. Both contractors confirmed that their price were much higher than their normal market rates due to the difficulty in doing work for the customer, as they both have in the past.)
We believe that despite this claim NOT being a valid warranty claim and Backyard America having no formal obligation to do anything, our offer to resolve this is fair and reasonable. 
 
 
[redacted]
[redacted]

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]: