April 7, Re: Revdex.com Complaint ID [redacted] - [redacted] Dear [redacted] Thank you for the notification of complaintI am pleased to follwith an update that an amicable resolution has been reached with Mr [redacted] to bring closure to the TimberTech Warranty Claim referenced as [redacted] and Revdex.com ID [redacted] Mr [redacted] returned the signed letter of acceptance on 4/5/ Best Regards, [redacted] CC: [redacted] ***
Upon further review of the Complaint filed by Ms [redacted] , we must maintain our stance as the complaint submitted is not a warrantable issue (prior response defining history is attached)We have offered in good-faith to assist with providing complimentary cleaner/conditioner at no charge as we value our customersThe referenced cleaner/conditioner is proposed as an aid in blending the aesthetics of material originally purchased (2008) with planks replaced due to a reported spill on the deck surface In Ms [redacted] response, she notes that she must sign a release in order to accept the coupon redeemable with the cleaner/conditioner manufacturerThe document is not a release of warranty, it is a release of the claim and acknowledgment of the stated warrantyFurther, the document notes the following: · The Year Limited Warranty on your TimberTech Deck remains in effect; your willingness to work with us will in no way negate your existing Year Limited TimberTech Deck WarrantyAt this time, the TimberTech complaint has been closed as inactive, however, it can be reactivated at any time if Ms [redacted] should decide to accept the resolution offerKind Regards, [redacted] *** WARRANTY MANAGER [redacted] * [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Reference ID #: [redacted] I write to you in response to the complaint submitted by Mr [redacted] A warranty claim was filed on July 28, on behalf of the homeowner by [redacted] , the original selling retailer and installed sales Care and cleaning recommendations were provided to [redacted] via a CPG International, LLC (hereinafter “CPG”) Sales Representative and the claim was closed as cleaning is not a warrantable issue.On October 9, 2015, a call was received by CPG from [redacted] requesting that the claim be revisited for cleaning and reported inconsistencies in the surface pattern of the deck planksA site visit was performed by representatives of [redacted] and CPG on October 29, Demonstrations were performed on-site to illustrate how to clean the referenced “difficult to clean” areas and recommendations of how to aid in the aesthetics of surface abrasions were presented [redacted] representatives informed us that the cleaning recommendations would not be acceptable to the consumer so a verbal offer was made to cover the associated expenses of a one time, professional cleaning service in good-faith to service the customer [redacted] representatives again stated that cleaning would not be acceptable to the consumer and requested a joint concession between CPG, and [redacted] to gain the satisfaction of Mr [redacted] The requested concession was comprised of CPG crediting for the originally purchased decking to allow replacement; and [redacted] would cover the labor expenses associated to the removal and replacementThe offer of credit for the originally purchased decking materials was documented by CPG on November 4, and presented to [redacted] to obtain Mr [redacted] ’s signature of consentThis document was signed by Mr [redacted] on November 16, At his own discretion, Mr [redacted] decided to change the color/style of the decking to an alternative TimberTech productThis decision was made beyond the agreement which was signed by Mr [redacted] on November 16, This decision resulted in upcharges as the product chosen is a premium priced product beyond that of the original purchaseAdditionally, this change in color resulted in the originally installed trim boards no longer matching the installationThe TimberTech 25-Year Limited Residential Warranty states that if TimberTech determines a Purchaser’s claim is valid, TimberTech will at its option, either replace the defective TimberTech Products or refund the portion of the purchase price paid by Purchaser for such defective TimberTech Products (not including the cost of its initial installation)Although a warrantable issue was not present, TimberTech/CPG Building Products has fulfilled the obligations of the Limited Warranty in its entiretyAdditionally, the obligations of the release signed by Mr [redacted] dated November 16, have been fulfilled via credits to [redacted] as documentedCPG Building Products considers this complaint closed and no additional action will be taken beyond the material credits to [redacted] as agreed upon by Mr [redacted] , which have been fulfilledThank you for the opportunity to work with your office in closure of this matterBest Regards, [redacted] ***Warranty ManagerTimberTech [redacted]
September 18,
Cincinnati Revdex.com
West 7th Street, SteCincinnati, OH
Reference ID #: ***
Dear *** ***,
I write to you in response to the complaint submitted by *** ** ***, *** *** *** *** *** ** ***
The TimberTech Warranty Complaint referenced as # *** has been closedAn amicable resolution has been achieved between the ***’s and *** *** ***
Mr*** signed accepting the resolution on September 8,
We appreciate the support of your officePlease contact me with any additional questions
Best Regards,
Tim D***
Warranty Manager
TimberTech
###-###-####
Tim.D***@CPGBP.com
TIM D*** WARRANTY MANAGERp : ###-###-####
CPG BUILDING PRODUCTSPrairie Avenue
Wilmington, OH
TimberTech representatives are currently in negotiations with Mr*** to reach an amicable resolutionA formal resolution will be documented for the ***'s review the week of May, 5,
We look forward to working with your organization to reach and amicable and satisfactory
resolution
Best regards,
*** ***
Warranty Manager
TimberTech
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowWe are interested in working with TimberTech on a resolution, however, their solution to only replace the fasteners is not acceptable The warranty on the product is years and this particular product was discontinued and the subject of a class action lawsuit due to defects with the product Our deck has experienced fading, substantial warping, and discoloration which is consistent with the exact issues under which it was discontinued I believe that it is appropriate that Timbertech stand behind its product They advertise the product as maintenance free and long lasting, yet the deck is not The deck needs to be replaced due to the warping and because they discontinued the line due to the defects we are unable to only replace the portions that are several impacted The entire deck needs to be replaced We have had three contractors out to look at the deck and they have all concurred that the entire deck needs to be replaced due to the defective product
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
The lights and the transformer cost was more than the ***$ offered I would consider $*** to cover the cost of the lights, the transformer and the electrician bill to install If Timbertech would like to replace again the lights that do not work and a new transformer and they pay for the electrician I would accept that as well, as long as the new lights came with a year warranty starting from the date re- installed
Regards,
*** ***
An agreement of resolution has been reached with Mr. [redacted]. The materials have now been removed and returned to the original point of retail purchase for reimbursement of the purchase.
It has been a pleasure working with your office during this resolution...
Reference ID #: [redacted]
Dear [redacted],
I write to you in response to the complaint submitted by [redacted]. We are very sorry to hear of the reported complaint
regarding the TimberTech DeckLites purchased by the [redacted]’s. We strive for
consumer satisfaction, as illustrated in the prior replacements provided via
the TimberTech DeckLites 5 – Year Limited Warranty.
Based upon the invoice provided by the installing contractor
as part of the original complaint, a total of 10 lights were purchased at
$[redacted] each. The invoices provided are dated to reflect a purchase date of July
19, 2013. Therefore, reimbursement would be in the amount of $[redacted]. A release document for reimbursement in the amount of
$[redacted] is attached. Upon receipt of the signed agreement, a reimbursement
check will be issued directly to the [redacted]’s.
Per the TimberTech DeckLites
5 – Year Limited Warranty:
If TimberTech
determines that Purchaser’s claim is valid, TimberTech will, at its option,
either replace the defective TimberTech Products or refund
the portion of the purchase price paid by Purchaser for such defective TimberTech Products (not including
the cost of its initial installation). This warranty shall not cover, and TimberTech shall not be responsible
for, costs and expenses incurred with respect to the removal of the defective TimberTech Products or the
installation of replacement materials, including but not limited to, labor and freight. The foregoing remedies are the
SOLE AND EXCLUSIVE REMEDY FOR BREACH OF
ANY WARRANTY.
We value the [redacted]’s as our customers and once again
apologize for the inconvenience. We look forward to working with your office to
carry-out this amicable resolution.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Reference ID #: [redacted]
TimberTech Complaint ID#: [redacted]
class="MsoNormal">
Dear [redacted],
I am in receipt of your letter dated September 28, 2015
regarding the complaint from [redacted] of 8977 [redacted].
Ms. [redacted] submitted a complaint and photos to our office
on February 23, 2015. The complaint submitted by Ms. [redacted] identified that
seven deck planks of 16’ length were replaced due to a stated fluid spill on
the deck. The complaint pertained to aesthetic variation between the originally
installed materials and the seven replacement planks. The original decking installation
was reported to have occurred on October 30, 2008.
Our representatives advised Ms. [redacted] that her deck had
experienced weathering. All decking products, natural and man-made, will
experience weathering. Weathering occurs as a function of environment,
moisture, sunlight, heat, time and other variable, which vary by
region/geography. Normal weathering is an aesthetic issue and not a product
performance or product warranty issue.
We suggested a product, Deck Max E², to Ms. [redacted] to
enhance the aesthetics of her deck. We want our customers to be satisfied, and
in the interest of customer service, we offered, as a one-time courtesy, a
coupon to be used to acquire one (1) bottle of the Deck Max E² product at no
charge. This product is easy to apply and will enhance the aesthetics of their
deck. It can be applied periodically, at intervals of personal preference and
would be their responsibility going forward.
If Ms. [redacted] finds this offer acceptable, they would need
to acknowledge the points in the attached letter by signing. A signed copy can
be returned to us in via email to [redacted]
or via fax to [redacted]. If you require any further information, or have any
questions, please do not hesitate to contact me.
Sincerely,
[redacted]
Warranty Manager
TimberTech
[redacted]
July 2, 2014
Dear [redacted]
I have reviewed the complaint submitted on behalf of [redacted] and [redacted]y. I have reviewed our complaint database, a complaint has not
been submitted by the consumers directly with...
TimberTech to allow us the opportunity
to review and address their concerns.
Per the TimberTech 25-Year Limited Residential Warranty:
Obtaining Warranty Performance: If
Purchases discovers a defect in the TimberTech Products during the Term,
Purchase must, within thirty (30) days from the discovery of the alleged defect
but no later than the end of the Term, notify TimberTech in writing, at the following
address:
TimberTech Limited [redacted] Attn: Claims Department
Purchaser must include in this
notification proof of purchase and a statement explaining the defect.
TimberTech may request additional information. After reviewing all information,
TimberTech will make a determination regarding the validity of such claim. If
TimberTech determines that Purchaser’s claim is valid, TimberTech will, at its
option, either replace the defective TimberTech Products or refund the portion
of the purchase price paid by Purchaser for such defective TimberTech Products
(not including the cost of its initial installation).
A more current and time sensitive method of submitting a complaint
is via the web-based Warranty Claims Center [redacted] ). The complaint along with all supporting documentation, photos, and
invoices can be uploaded via the web-site for faster processing.
In order for any additional action to take place, a
complaint must be filed via one of the methods detailed above to allow
TimberTech the opportunity to review all required supporting information to
make a determination.
We look forward to working with your office and Mr. and Mrs. [redacted].
Best Regards,
[redacted]
Warranty Manager, TimberTech
Please see the attached response to complaint ID [redacted].
Best Regards,
[redacted]
Warranty Manager
May 1, 2015 Cincinnati...
Revdex.com [redacted] Cincinnati, OH 45202 Reference ID #: [redacted] Dear [redacted], I write to you in response to the complaint submitted by [redacted]
[redacted] Regarding the complaint specific to surface mildew: As noted within the TimberTech Installation and Maintenance Guide applicable to the installation date of 2009; the Care and Cleaning Recommendations are located on Page 32. I have provided the excerpt specific to Mildew below: Basic Cleaning Recommendations Although TimberTech products are low-maintenance, TimberTech recommends periodic cleaning of your TimberTech deck to help maintain the beauty of the product. For best results a cleaner like eco-friendly [redacted] [redacted] that contains or is mixed with Sodium Hypoclorite. Follow the manufacturer’s application instructions. Power washing will enhance results when cleaning your TimberTech deck. 1500psi is the recommended maximum for TimberTech products. A fan tip nozzle should be used along with the proper cleaning product. Spray in the direction of the brush/grain pattern to avoid damaging your decking. Use caution not to damage the material and always take the proper safety precautions when operating a power washer. Mildew TimberTech products are formulated to inhibit mildew growth and minimize staining. Wash your deck periodically with a cleaner like eco-friendly [redacted] [redacted] that contains or is mixed with Sodium Hypochlorite. Follow the manufacturer’s application instructions. Rinse off your TimberTech deck periodically with a hose. Even if your deck appears clean, it is important to prevent build-up of pollen/debris. Mildew stains may occur where moisture, pollens, and/or dirt are present. Mildew needs a food source to grow, which can be grass, pollens, dirt, debris, wood and wood resins. Maintaining a clean, dry deck surface is the best method for combating mildew. Ensure that water drains effectively from your deck. Keeping weep holes clear and unclogged on TimberTech Floorizon Planks. For TimberTech Earthwood, TwinFinish, ValuPlank, DockSider and XLM planks, be sure that gaps exist between planks to allow for drainage. The 25 – Year Limited Residential Warranty is detailed on Page 34. Environmental surface mildew is noted as an exclusion. Exclusions from Warranty Coverage: TimberTech does not warrant against and is not responsible for, and no implied warranty shall be deemed to cover, any product failure, product malfunction, or damages attributable to: (1) improper installation of the TimberTech Products and/or failure to abide by TimberTech’s installation guidelines, including but not limited to improper gapping; (2) use of the TimberTech Products beyond normal residential use, or in an application not recommended by TimberTech’s guidelines and local building codes; (3) movement, distortion, collapse or settling of the ground or the supporting structure on which the TimberTech Products are installed; (4) any act of God (such as flooding, hurricane, earthquake, lightning, etc.), environmental condition (such as air pollution, mold, mildew, etc.) , or staining from foreign substances (such as dirt, grease, oil, etc.); (5) variations or changes in color of the TimberTech Products; (6) normal weathering due to exposure to sunlight, weather and atmosphere which can cause colored surfaces to, among other things, flake, chalk, or accumulate dirt or stains; or (7) improper handling, storage, abuse or neglect of the TimberTech Products by Purchaser, the transferee or third parties. Regarding the reference to specific elevation and ventilation requirements: The [redacted]’s deck is constructed with TimberTech Tongue and Groove deck planks marketed as Floorizon. TimberTech Floorizon has specific elevation and ventilation requirements defined within the TimberTech Installation and Maintenance Guide: Page 3: As noted in the TimberTech 25 – Year Limited Warranty, the warranty coverage is contingent upon installation in accordance to the defined requirements in the TimberTech Installation and Maintenance Guide: Exclusions from Warranty Coverage: TimberTech does not warrant against and is not responsible for, and no implied warranty shall be deemed to cover, any product failure, product malfunction, or damages attributable to: (1 ) improper installation of the TimberTech Products and/or failure to abide by TimberTech’s installation guidelines, including but not limited to improper gapping; Purchaser is solely responsible for determining the effectiveness, fitness, suitability and safety of the TimberTech Products in connection with their use in any particular application. Additionally, as defined within the requirements specific to Floorizon deck planks: Failure to provide adequate ventilation may result in failure of the deck surface and will void the warranty. Within the [redacted]’s complaint, there is a reference to TimberTech literature and web illustrating decks with ventilation less than this stated requirement. As defined above and quoted from the Installation and Maintenance Guide; these requirements are specific to TimberTech Floorizon deck planks. Floorizon should not be used for applications where the deck joists are less than 12” from the ground or the deck is enclosed, and proper ventilation cannot be achieved. For these application use TimberTech Earthwood, TwinFinish, ValuPlank, DockSider or XLM. All TimberTech photos which illustrate on-grade applications are constructed with the applicable product to meet the proper installation criteria. As no warrantable issues are present, TimberTech has closed the [redacted] Complaint [redacted] as non-warrantable. Supporting photos submitted with the original warranty complaint: Best Regards, [redacted] Warranty Manager TimberTech
My Timbertech deck is one year old. It looks terrible, white spots all over. Tried contacting the company and submit a warranty claim. Can't get them to talk to me. This deck was almost $10,000.00. Submitted the claim 7/25/14 and they still refuse to answer my inquiry as to what is going on with the warranty.
April 7, 2014
Re: Revdex.com Complaint ID [redacted] - [redacted]
Dear [redacted]
Thank you for the notification of complaint. I am pleased to follow-up with an update that an amicable resolution has been reached with Mr. [redacted] to bring closure to the TimberTech...
Warranty Claim referenced as [redacted] and Revdex.com ID [redacted] Mr. [redacted] returned the signed letter of acceptance on 4/5/2014.
Best Regards,
[redacted]
CC: [redacted]
Dear [redacted]
Reference ID #:
[redacted]
I write to you in
response to the complaint submitted by Mr. [redacted]To reach an
amicable resolution, a revised settlement document was presented to [redacted]...
[redacted]
on November 20, 2015. This revised document clarified the specific items being
addressed as Warranty Claim # [redacted]
[redacted] signed
in acceptance of this offer on November 20, 2015. An executed copy of the
agreement has been provided to [redacted] and this claim will be considered
closed upon processing of the pending payment.Thank you for the
opportunity to work with your office in resolution of this matter. Best
Regards,
Kind Regards,
[redacted]
TimberTech
The complaint referenced as ID # [redacted] focuses to requests placed by TimberTech for verification of the date of acquisition of the property located at [redacted]. TimberTech products purchased on or after January 1, 2005 are covered by a 25 – Year Limited Warranty. This Limited...
Warranty is transferrable one time within the first five years from the date of purchase. Per the Limited Warranty:• This warranty may be transferred one (1) time, within the five (5) year period beginning from the date of original purchase by the Purchaser, to a subsequent buyer of the property upon which the TimberTech Products were originally installed. Given that the deck was reported to have been purchased/installed in 2007 by the original owners, and the property was subsequently purchased by the Ecker’s in 2014; the term of warranty transfer would have been expired.
The claim submitted related to surface spotting and warping of the products.
The referenced surface spotting is mildew which is addressed in the TimberTech Care and Cleaning Recommendations and is also defined as an exclusion of the Limited Warranty.
The lack of proper elevation and ventilation can result in, among other things, moisture and heat build-up that can contribute to mildew, algae, warping and cupping of the deck surface.
Photos submitted with the complaint illustrate lack of the required elevation. The skirting illustrated further impedes the required 12” minimum elevation from the bottom of the framing structure.
The trim boards which appear to be pulling from the deck structure appear to be a result of screw shear. TimberTech did not manufacture decking screws in 2007 at the point of this installation. We would recommend the use of a Stainless Steel Composite Deck Screws (#8 x 2 1/2”) to repair this installation. The use of stainless steel will aid in preventing recurrence of shear.
Additionally, we would recommend removal of the perimeter skirting to aid in providing the maximum available ventilation and airflow beneath the deck surface to avoid further failure of the deck surface.
Each of the complaints addressed above are not warrantable issues per the TimberTech 25 – Year Limited Warranty; therefore TimberTech rejects the request for replacement of the decking.http://timbertech.com/resources/warranty-and-care/care-and-cleaning - (Although TimberTech products are low-maintenance, TimberTech recommends periodic cleaning to help maintain the beauty of the product. Follow the cleaner manufacturers’ application instructions and always rinse thoroughly.
o A power washer can be used when cleaning TimberTech products. The recommended maximum pressure is 1500 psi for TimberTech decks. A fan tip nozzle should be used along with the proper cleaning product. Spray in the direction of the brush/grain pattern to avoid damaging the product. Use caution not to damage the material and always take the proper safety precautions when operating a power washer. Cleaners that are recommended for periodic cleaning or use with ReliaBoard®, TwinFinish®, and DockSiderTM) are: Wash Safe Spray and Clean Composite Deck Cleaner Resist Mist Composite Deck Cleaner Corte Clean Super Deck Composite Deck Cleaner Thompson’s Water Seal—Oxy Action)
Kind Regards,
[redacted]
CPG Building Products/TimberTech
Reference ID #: [redacted]
I write to you in response to the complaint submitted by Mr. [redacted]A warranty claim was filed on July 28, 2015 on behalf of the
homeowner by [redacted], the original selling retailer and...
installed sales.
Care and cleaning recommendations were provided to [redacted] via a CPG
International, LLC (hereinafter “CPG”) Sales Representative and the claim was
closed as cleaning is not a warrantable issue.On October 9, 2015, a call was received by CPG from [redacted]
requesting that the claim be revisited for cleaning and reported
inconsistencies in the surface pattern of the deck planks. A site visit was
performed by representatives of [redacted] and CPG on October 29, 2015.
Demonstrations were performed on-site to illustrate how to clean the referenced
“difficult to clean” areas and recommendations of how to aid in the aesthetics
of surface abrasions were presented. [redacted] representatives informed us
that the cleaning recommendations would not be acceptable to the consumer so a
verbal offer was made to cover the associated expenses of a one time,
professional cleaning service in good-faith to service the customer.
[redacted] representatives again stated
that cleaning would not be acceptable to the consumer and requested a joint
concession between CPG, and [redacted] to gain the satisfaction of Mr.
[redacted]. The requested concession was comprised of CPG crediting for the
originally purchased decking to allow replacement; and [redacted] would
cover the labor expenses associated to the removal and replacement.
The offer of credit for the originally purchased decking materials was
documented by CPG on November 4, 2015 and presented to [redacted] to obtain
Mr. [redacted]’s signature of consent. This document was signed by Mr. [redacted] on
November 16, 2015.
At his own discretion, Mr. [redacted] decided to change the
color/style of the decking to an alternative TimberTech product. This decision
was made beyond the agreement which was signed by Mr. [redacted] on November 16,
2015. This decision resulted in upcharges as the product chosen is a premium
priced product beyond that of the original purchase. Additionally, this change
in color resulted in the originally installed trim boards no longer matching
the installation.
The TimberTech 25-Year Limited Residential Warranty states that if
TimberTech determines a Purchaser’s claim is valid, TimberTech will at its
option, either replace the defective TimberTech Products or refund the portion
of the purchase price paid by Purchaser for such defective TimberTech Products
(not including the cost of its initial installation).
Although a warrantable issue was not present, TimberTech/CPG
Building Products has fulfilled the obligations of the Limited Warranty in its
entirety. Additionally, the obligations of the release signed by Mr. [redacted]
dated November 16, 2015 have been fulfilled via credits to [redacted] as
documented.
CPG Building Products considers this complaint closed and no
additional action will be taken beyond the material credits to [redacted] as
agreed upon by Mr. [redacted], which have been fulfilled.
Thank you for the opportunity to work with your office in closure
of this matter. Best Regards,
[redacted]Warranty ManagerTimberTech[redacted]
[redacted]
April 7, Re: Revdex.com Complaint ID [redacted] - [redacted] Dear [redacted] Thank you for the notification of complaintI am pleased to follwith an update that an amicable resolution has been reached with Mr [redacted] to bring closure to the TimberTech Warranty Claim referenced as [redacted] and Revdex.com ID [redacted] Mr [redacted] returned the signed letter of acceptance on 4/5/ Best Regards, [redacted] CC: [redacted] ***
Per customer, complaint has been resolved
Upon further review of the Complaint filed by Ms [redacted] , we must maintain our stance as the complaint submitted is not a warrantable issue (prior response defining history is attached)We have offered in good-faith to assist with providing complimentary cleaner/conditioner at no charge as we value our customersThe referenced cleaner/conditioner is proposed as an aid in blending the aesthetics of material originally purchased (2008) with planks replaced due to a reported spill on the deck surface In Ms [redacted] response, she notes that she must sign a release in order to accept the coupon redeemable with the cleaner/conditioner manufacturerThe document is not a release of warranty, it is a release of the claim and acknowledgment of the stated warrantyFurther, the document notes the following: · The Year Limited Warranty on your TimberTech Deck remains in effect; your willingness to work with us will in no way negate your existing Year Limited TimberTech Deck WarrantyAt this time, the TimberTech complaint has been closed as inactive, however, it can be reactivated at any time if Ms [redacted] should decide to accept the resolution offerKind Regards, [redacted] *** WARRANTY MANAGER [redacted] * [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
Reference ID #: [redacted] I write to you in response to the complaint submitted by Mr [redacted] A warranty claim was filed on July 28, on behalf of the homeowner by [redacted] , the original selling retailer and installed sales Care and cleaning recommendations were provided to [redacted] via a CPG International, LLC (hereinafter “CPG”) Sales Representative and the claim was closed as cleaning is not a warrantable issue.On October 9, 2015, a call was received by CPG from [redacted] requesting that the claim be revisited for cleaning and reported inconsistencies in the surface pattern of the deck planksA site visit was performed by representatives of [redacted] and CPG on October 29, Demonstrations were performed on-site to illustrate how to clean the referenced “difficult to clean” areas and recommendations of how to aid in the aesthetics of surface abrasions were presented [redacted] representatives informed us that the cleaning recommendations would not be acceptable to the consumer so a verbal offer was made to cover the associated expenses of a one time, professional cleaning service in good-faith to service the customer [redacted] representatives again stated that cleaning would not be acceptable to the consumer and requested a joint concession between CPG, and [redacted] to gain the satisfaction of Mr [redacted] The requested concession was comprised of CPG crediting for the originally purchased decking to allow replacement; and [redacted] would cover the labor expenses associated to the removal and replacementThe offer of credit for the originally purchased decking materials was documented by CPG on November 4, and presented to [redacted] to obtain Mr [redacted] ’s signature of consentThis document was signed by Mr [redacted] on November 16, At his own discretion, Mr [redacted] decided to change the color/style of the decking to an alternative TimberTech productThis decision was made beyond the agreement which was signed by Mr [redacted] on November 16, This decision resulted in upcharges as the product chosen is a premium priced product beyond that of the original purchaseAdditionally, this change in color resulted in the originally installed trim boards no longer matching the installationThe TimberTech 25-Year Limited Residential Warranty states that if TimberTech determines a Purchaser’s claim is valid, TimberTech will at its option, either replace the defective TimberTech Products or refund the portion of the purchase price paid by Purchaser for such defective TimberTech Products (not including the cost of its initial installation)Although a warrantable issue was not present, TimberTech/CPG Building Products has fulfilled the obligations of the Limited Warranty in its entiretyAdditionally, the obligations of the release signed by Mr [redacted] dated November 16, have been fulfilled via credits to [redacted] as documentedCPG Building Products considers this complaint closed and no additional action will be taken beyond the material credits to [redacted] as agreed upon by Mr [redacted] , which have been fulfilledThank you for the opportunity to work with your office in closure of this matterBest Regards, [redacted] ***Warranty ManagerTimberTech [redacted]
September 18,
Cincinnati Revdex.com
West 7th Street, SteCincinnati, OH
Reference ID #: ***
Dear *** ***,
I write to you in response to the complaint submitted by *** ** ***, *** *** *** *** *** ** ***
The TimberTech Warranty Complaint referenced as # *** has been closedAn amicable resolution has been achieved between the ***’s and *** *** ***
Mr*** signed accepting the resolution on September 8,
We appreciate the support of your officePlease contact me with any additional questions
Best Regards,
Tim D***
Warranty Manager
TimberTech
###-###-####
Tim.D***@CPGBP.com
TIM D*** WARRANTY MANAGERp : ###-###-####
CPG BUILDING PRODUCTSPrairie Avenue
Wilmington, OH
TimberTech representatives are currently in negotiations with Mr*** to reach an amicable resolutionA formal resolution will be documented for the ***'s review the week of May, 5,
We look forward to working with your organization to reach and amicable and satisfactory
resolution
Best regards,
*** ***
Warranty Manager
TimberTech
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowWe are interested in working with TimberTech on a resolution, however, their solution to only replace the fasteners is not acceptable The warranty on the product is years and this particular product was discontinued and the subject of a class action lawsuit due to defects with the product Our deck has experienced fading, substantial warping, and discoloration which is consistent with the exact issues under which it was discontinued I believe that it is appropriate that Timbertech stand behind its product They advertise the product as maintenance free and long lasting, yet the deck is not The deck needs to be replaced due to the warping and because they discontinued the line due to the defects we are unable to only replace the portions that are several impacted The entire deck needs to be replaced We have had three contractors out to look at the deck and they have all concurred that the entire deck needs to be replaced due to the defective product
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
The lights and the transformer cost was more than the ***$ offered I would consider $*** to cover the cost of the lights, the transformer and the electrician bill to install If Timbertech would like to replace again the lights that do not work and a new transformer and they pay for the electrician I would accept that as well, as long as the new lights came with a year warranty starting from the date re- installed
Regards,
*** ***
An agreement of resolution has been reached with Mr. [redacted]. The materials have now been removed and returned to the original point of retail purchase for reimbursement of the purchase.
It has been a pleasure working with your office during this resolution...
process.
Best Regards,
[redacted]
TimberTech
December 19, 2014
Cincinnati Revdex.com
[redacted]...
[redacted]
Reference ID #: [redacted]
Dear [redacted],
I write to you in response to the complaint submitted by [redacted]. We are very sorry to hear of the reported complaint
regarding the TimberTech DeckLites purchased by the [redacted]’s. We strive for
consumer satisfaction, as illustrated in the prior replacements provided via
the TimberTech DeckLites 5 – Year Limited Warranty.
Based upon the invoice provided by the installing contractor
as part of the original complaint, a total of 10 lights were purchased at
$[redacted] each. The invoices provided are dated to reflect a purchase date of July
19, 2013. Therefore, reimbursement would be in the amount of $[redacted]. A release document for reimbursement in the amount of
$[redacted] is attached. Upon receipt of the signed agreement, a reimbursement
check will be issued directly to the [redacted]’s.
Per the TimberTech DeckLites
5 – Year Limited Warranty:
If TimberTech
determines that Purchaser’s claim is valid, TimberTech will, at its option,
either replace the defective TimberTech Products or refund
the portion of the purchase price paid by Purchaser for such defective TimberTech Products (not including
the cost of its initial installation). This warranty shall not cover, and TimberTech shall not be responsible
for, costs and expenses incurred with respect to the removal of the defective TimberTech Products or the
installation of replacement materials, including but not limited to, labor and freight. The foregoing remedies are the
SOLE AND EXCLUSIVE REMEDY FOR BREACH OF
ANY WARRANTY.
We value the [redacted]’s as our customers and once again
apologize for the inconvenience. We look forward to working with your office to
carry-out this amicable resolution.
Best Regards,
[redacted]
Warranty Manager
TimberTech
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Reference ID #: [redacted]
TimberTech Complaint ID#: [redacted]
class="MsoNormal">
Dear [redacted],
I am in receipt of your letter dated September 28, 2015
regarding the complaint from [redacted] of 8977 [redacted].
Ms. [redacted] submitted a complaint and photos to our office
on February 23, 2015. The complaint submitted by Ms. [redacted] identified that
seven deck planks of 16’ length were replaced due to a stated fluid spill on
the deck. The complaint pertained to aesthetic variation between the originally
installed materials and the seven replacement planks. The original decking installation
was reported to have occurred on October 30, 2008.
Our representatives advised Ms. [redacted] that her deck had
experienced weathering. All decking products, natural and man-made, will
experience weathering. Weathering occurs as a function of environment,
moisture, sunlight, heat, time and other variable, which vary by
region/geography. Normal weathering is an aesthetic issue and not a product
performance or product warranty issue.
We suggested a product, Deck Max E², to Ms. [redacted] to
enhance the aesthetics of her deck. We want our customers to be satisfied, and
in the interest of customer service, we offered, as a one-time courtesy, a
coupon to be used to acquire one (1) bottle of the Deck Max E² product at no
charge. This product is easy to apply and will enhance the aesthetics of their
deck. It can be applied periodically, at intervals of personal preference and
would be their responsibility going forward.
If Ms. [redacted] finds this offer acceptable, they would need
to acknowledge the points in the attached letter by signing. A signed copy can
be returned to us in via email to [redacted]
or via fax to [redacted]. If you require any further information, or have any
questions, please do not hesitate to contact me.
Sincerely,
[redacted]
Warranty Manager
TimberTech
[redacted]
July 2, 2014
Dear [redacted]
I have reviewed the complaint submitted on behalf of [redacted] and [redacted]y. I have reviewed our complaint database, a complaint has not
been submitted by the consumers directly with...
TimberTech to allow us the opportunity
to review and address their concerns.
Per the TimberTech 25-Year Limited Residential Warranty:
Obtaining Warranty Performance: If
Purchases discovers a defect in the TimberTech Products during the Term,
Purchase must, within thirty (30) days from the discovery of the alleged defect
but no later than the end of the Term, notify TimberTech in writing, at the following
address:
TimberTech Limited [redacted] Attn: Claims Department
Purchaser must include in this
notification proof of purchase and a statement explaining the defect.
TimberTech may request additional information. After reviewing all information,
TimberTech will make a determination regarding the validity of such claim. If
TimberTech determines that Purchaser’s claim is valid, TimberTech will, at its
option, either replace the defective TimberTech Products or refund the portion
of the purchase price paid by Purchaser for such defective TimberTech Products
(not including the cost of its initial installation).
A more current and time sensitive method of submitting a complaint
is via the web-based Warranty Claims Center [redacted] ). The complaint along with all supporting documentation, photos, and
invoices can be uploaded via the web-site for faster processing.
In order for any additional action to take place, a
complaint must be filed via one of the methods detailed above to allow
TimberTech the opportunity to review all required supporting information to
make a determination.
We look forward to working with your office and Mr. and Mrs. [redacted].
Best Regards,
[redacted]
Warranty Manager, TimberTech
Please see the attached response to complaint ID [redacted].
Best Regards,
[redacted]
Warranty Manager
May 1, 2015 Cincinnati...
Revdex.com [redacted] Cincinnati, OH 45202 Reference ID #: [redacted] Dear [redacted], I write to you in response to the complaint submitted by [redacted]
[redacted] Regarding the complaint specific to surface mildew: As noted within the TimberTech Installation and Maintenance Guide applicable to the installation date of 2009; the Care and Cleaning Recommendations are located on Page 32. I have provided the excerpt specific to Mildew below: Basic Cleaning Recommendations Although TimberTech products are low-maintenance, TimberTech recommends periodic cleaning of your TimberTech deck to help maintain the beauty of the product. For best results a cleaner like eco-friendly [redacted] [redacted] that contains or is mixed with Sodium Hypoclorite. Follow the manufacturer’s application instructions. Power washing will enhance results when cleaning your TimberTech deck. 1500psi is the recommended maximum for TimberTech products. A fan tip nozzle should be used along with the proper cleaning product. Spray in the direction of the brush/grain pattern to avoid damaging your decking. Use caution not to damage the material and always take the proper safety precautions when operating a power washer. Mildew TimberTech products are formulated to inhibit mildew growth and minimize staining. Wash your deck periodically with a cleaner like eco-friendly [redacted] [redacted] that contains or is mixed with Sodium Hypochlorite. Follow the manufacturer’s application instructions. Rinse off your TimberTech deck periodically with a hose. Even if your deck appears clean, it is important to prevent build-up of pollen/debris. Mildew stains may occur where moisture, pollens, and/or dirt are present. Mildew needs a food source to grow, which can be grass, pollens, dirt, debris, wood and wood resins. Maintaining a clean, dry deck surface is the best method for combating mildew. Ensure that water drains effectively from your deck. Keeping weep holes clear and unclogged on TimberTech Floorizon Planks. For TimberTech Earthwood, TwinFinish, ValuPlank, DockSider and XLM planks, be sure that gaps exist between planks to allow for drainage. The 25 – Year Limited Residential Warranty is detailed on Page 34. Environmental surface mildew is noted as an exclusion. Exclusions from Warranty Coverage: TimberTech does not warrant against and is not responsible for, and no implied warranty shall be deemed to cover, any product failure, product malfunction, or damages attributable to: (1) improper installation of the TimberTech Products and/or failure to abide by TimberTech’s installation guidelines, including but not limited to improper gapping; (2) use of the TimberTech Products beyond normal residential use, or in an application not recommended by TimberTech’s guidelines and local building codes; (3) movement, distortion, collapse or settling of the ground or the supporting structure on which the TimberTech Products are installed; (4) any act of God (such as flooding, hurricane, earthquake, lightning, etc.), environmental condition (such as air pollution, mold, mildew, etc.) , or staining from foreign substances (such as dirt, grease, oil, etc.); (5) variations or changes in color of the TimberTech Products; (6) normal weathering due to exposure to sunlight, weather and atmosphere which can cause colored surfaces to, among other things, flake, chalk, or accumulate dirt or stains; or (7) improper handling, storage, abuse or neglect of the TimberTech Products by Purchaser, the transferee or third parties. Regarding the reference to specific elevation and ventilation requirements: The [redacted]’s deck is constructed with TimberTech Tongue and Groove deck planks marketed as Floorizon. TimberTech Floorizon has specific elevation and ventilation requirements defined within the TimberTech Installation and Maintenance Guide: Page 3: As noted in the TimberTech 25 – Year Limited Warranty, the warranty coverage is contingent upon installation in accordance to the defined requirements in the TimberTech Installation and Maintenance Guide: Exclusions from Warranty Coverage: TimberTech does not warrant against and is not responsible for, and no implied warranty shall be deemed to cover, any product failure, product malfunction, or damages attributable to: (1 ) improper installation of the TimberTech Products and/or failure to abide by TimberTech’s installation guidelines, including but not limited to improper gapping; Purchaser is solely responsible for determining the effectiveness, fitness, suitability and safety of the TimberTech Products in connection with their use in any particular application. Additionally, as defined within the requirements specific to Floorizon deck planks: Failure to provide adequate ventilation may result in failure of the deck surface and will void the warranty. Within the [redacted]’s complaint, there is a reference to TimberTech literature and web illustrating decks with ventilation less than this stated requirement. As defined above and quoted from the Installation and Maintenance Guide; these requirements are specific to TimberTech Floorizon deck planks. Floorizon should not be used for applications where the deck joists are less than 12” from the ground or the deck is enclosed, and proper ventilation cannot be achieved. For these application use TimberTech Earthwood, TwinFinish, ValuPlank, DockSider or XLM. All TimberTech photos which illustrate on-grade applications are constructed with the applicable product to meet the proper installation criteria. As no warrantable issues are present, TimberTech has closed the [redacted] Complaint [redacted] as non-warrantable. Supporting photos submitted with the original warranty complaint: Best Regards, [redacted] Warranty Manager TimberTech
My Timbertech deck is one year old. It looks terrible, white spots all over. Tried contacting the company and submit a warranty claim. Can't get them to talk to me. This deck was almost $10,000.00. Submitted the claim 7/25/14 and they still refuse to answer my inquiry as to what is going on with the warranty.
April 7, 2014
Re: Revdex.com Complaint ID [redacted] - [redacted]
Dear [redacted]
Thank you for the notification of complaint. I am pleased to follow-up with an update that an amicable resolution has been reached with Mr. [redacted] to bring closure to the TimberTech...
Warranty Claim referenced as [redacted] and Revdex.com ID [redacted] Mr. [redacted] returned the signed letter of acceptance on 4/5/2014.
Best Regards,
[redacted]
CC: [redacted]
Dear [redacted]
Reference ID #:
[redacted]
I write to you in
response to the complaint submitted by Mr. [redacted]To reach an
amicable resolution, a revised settlement document was presented to [redacted]...
[redacted]
on November 20, 2015. This revised document clarified the specific items being
addressed as Warranty Claim # [redacted]
[redacted] signed
in acceptance of this offer on November 20, 2015. An executed copy of the
agreement has been provided to [redacted] and this claim will be considered
closed upon processing of the pending payment.Thank you for the
opportunity to work with your office in resolution of this matter. Best
Regards,
Kind Regards,
[redacted]
TimberTech
The complaint referenced as ID # [redacted] focuses to requests placed by TimberTech for verification of the date of acquisition of the property located at [redacted]. TimberTech products purchased on or after January 1, 2005 are covered by a 25 – Year Limited Warranty. This Limited...
Warranty is transferrable one time within the first five years from the date of purchase. Per the Limited Warranty:• This warranty may be transferred one (1) time, within the five (5) year period beginning from the date of original purchase by the Purchaser, to a subsequent buyer of the property upon which the TimberTech Products were originally installed. Given that the deck was reported to have been purchased/installed in 2007 by the original owners, and the property was subsequently purchased by the Ecker’s in 2014; the term of warranty transfer would have been expired.
The claim submitted related to surface spotting and warping of the products.
The referenced surface spotting is mildew which is addressed in the TimberTech Care and Cleaning Recommendations and is also defined as an exclusion of the Limited Warranty.
The lack of proper elevation and ventilation can result in, among other things, moisture and heat build-up that can contribute to mildew, algae, warping and cupping of the deck surface.
Photos submitted with the complaint illustrate lack of the required elevation. The skirting illustrated further impedes the required 12” minimum elevation from the bottom of the framing structure.
The trim boards which appear to be pulling from the deck structure appear to be a result of screw shear. TimberTech did not manufacture decking screws in 2007 at the point of this installation. We would recommend the use of a Stainless Steel Composite Deck Screws (#8 x 2 1/2”) to repair this installation. The use of stainless steel will aid in preventing recurrence of shear.
Additionally, we would recommend removal of the perimeter skirting to aid in providing the maximum available ventilation and airflow beneath the deck surface to avoid further failure of the deck surface.
Each of the complaints addressed above are not warrantable issues per the TimberTech 25 – Year Limited Warranty; therefore TimberTech rejects the request for replacement of the decking.http://timbertech.com/resources/warranty-and-care/care-and-cleaning - (Although TimberTech products are low-maintenance, TimberTech recommends periodic cleaning to help maintain the beauty of the product. Follow the cleaner manufacturers’ application instructions and always rinse thoroughly.
o A power washer can be used when cleaning TimberTech products. The recommended maximum pressure is 1500 psi for TimberTech decks. A fan tip nozzle should be used along with the proper cleaning product. Spray in the direction of the brush/grain pattern to avoid damaging the product. Use caution not to damage the material and always take the proper safety precautions when operating a power washer. Cleaners that are recommended for periodic cleaning or use with ReliaBoard®, TwinFinish®, and DockSiderTM) are: Wash Safe Spray and Clean Composite Deck Cleaner Resist Mist Composite Deck Cleaner Corte Clean Super Deck Composite Deck Cleaner Thompson’s Water Seal—Oxy Action)
Kind Regards,
[redacted]
CPG Building Products/TimberTech
Reference ID #: [redacted]
I write to you in response to the complaint submitted by Mr. [redacted]A warranty claim was filed on July 28, 2015 on behalf of the
homeowner by [redacted], the original selling retailer and...
installed sales.
Care and cleaning recommendations were provided to [redacted] via a CPG
International, LLC (hereinafter “CPG”) Sales Representative and the claim was
closed as cleaning is not a warrantable issue.On October 9, 2015, a call was received by CPG from [redacted]
requesting that the claim be revisited for cleaning and reported
inconsistencies in the surface pattern of the deck planks. A site visit was
performed by representatives of [redacted] and CPG on October 29, 2015.
Demonstrations were performed on-site to illustrate how to clean the referenced
“difficult to clean” areas and recommendations of how to aid in the aesthetics
of surface abrasions were presented. [redacted] representatives informed us
that the cleaning recommendations would not be acceptable to the consumer so a
verbal offer was made to cover the associated expenses of a one time,
professional cleaning service in good-faith to service the customer.
[redacted] representatives again stated
that cleaning would not be acceptable to the consumer and requested a joint
concession between CPG, and [redacted] to gain the satisfaction of Mr.
[redacted]. The requested concession was comprised of CPG crediting for the
originally purchased decking to allow replacement; and [redacted] would
cover the labor expenses associated to the removal and replacement.
The offer of credit for the originally purchased decking materials was
documented by CPG on November 4, 2015 and presented to [redacted] to obtain
Mr. [redacted]’s signature of consent. This document was signed by Mr. [redacted] on
November 16, 2015.
At his own discretion, Mr. [redacted] decided to change the
color/style of the decking to an alternative TimberTech product. This decision
was made beyond the agreement which was signed by Mr. [redacted] on November 16,
2015. This decision resulted in upcharges as the product chosen is a premium
priced product beyond that of the original purchase. Additionally, this change
in color resulted in the originally installed trim boards no longer matching
the installation.
The TimberTech 25-Year Limited Residential Warranty states that if
TimberTech determines a Purchaser’s claim is valid, TimberTech will at its
option, either replace the defective TimberTech Products or refund the portion
of the purchase price paid by Purchaser for such defective TimberTech Products
(not including the cost of its initial installation).
Although a warrantable issue was not present, TimberTech/CPG
Building Products has fulfilled the obligations of the Limited Warranty in its
entirety. Additionally, the obligations of the release signed by Mr. [redacted]
dated November 16, 2015 have been fulfilled via credits to [redacted] as
documented.
CPG Building Products considers this complaint closed and no
additional action will be taken beyond the material credits to [redacted] as
agreed upon by Mr. [redacted], which have been fulfilled.
Thank you for the opportunity to work with your office in closure
of this matter. Best Regards,
[redacted]Warranty ManagerTimberTech[redacted]
[redacted]