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 customers. The 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 manufacturer. The document is not a release of warranty, it is a release of the claim and acknowledgment of the stated warranty. Further, the document notes the following:
· The 25 Year Limited Warranty on your TimberTech Deck remains in effect; your willingness to work with us will in no way negate your existing 25 Year Limited TimberTech Deck Warranty.
At 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 offer.
Kind Regards,
[redacted] WARRANTY MANAGER** [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.TimberTech provided a letter that did not provide any resolution or path to resolution in response to my complaint.
My complaint simply asked TimberTech to stand by their product based on their claim that the product was defective and make me whole for a year long process to repair a deck that was new. Their response is that they will not stand by their product. After admitting defective deck boards and providing replacement product for all defective boards with the exception of the skirt boards (Timber Tech didn't provide replacement skirt boards stating "they aren't defective so we won't provide replacement boards") are shifting their position stating that "a warrantable condition was not present."
My TimberTech deck was new, TimberTech admitted that their product was defective, TimberTech refused to pay for the labor to replace the defective boards and fought to deflect responsibility for over 12 months before finally admitting and providing replacement boards. In November 2015 the deck was replaced, on February 5, 2016 TimberTech requested I sign a release to accept replacement product in return for silence. None of these issues were adequately addressed in their response.
My expectation is that TimberTech would resolve this issue as requested.
Regards,
[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]
May 9, 2014
font-family: Arial, sans-serif;">
[redacted]
[redacted]
Dear [redacted],
I write to you in response to the notification of complaint dated May 5, 2014 submitted on behalf of [redacted]; reference ID # [redacted].
The complaint is specific to mildew growth on the deck surface. As communicated in the document sent to Ms. [redacted] on August 1, 2013 in response to her original TimberTech complaint, mildew is specifically addressed in the TimberTech Installation and Maintenance Guide.
Per Page 14 of the TimberTech Installation and Maintenance Guide:
Basic Cleaning Recommendations -- Floorizon, TwinFinish, ReliaBoard,
DockSider and BuilderBoard
Although TimberTech products are low-maintenance, TimberTech recommends periodic cleaning of your deck to help maintain the beauty of the product. For best results a cleaner like eco-friendly Corte Clean (www.corteclean.com) is recommended. Follow the manufacturers’ application instructions.
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.
Per Page 15:
Dirt, Grime, Tannin and Mildew Stains
TimberTech products are formulated to inhibit mildew growth and minimize staining. Rinse off your TimberTech products periodically with a hose. Even if it 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 surface is the best method for combating mildew. Ensure that water drains effectively from your deck. Keep weep holes clear and unclogged on TimberTech Floorizon planks. For TimberTech XLM, Earthwood Evolutions, TwinFinish, DockSider and ReliaBoard, be sure that gaps exist between planks to allow for drainage.
Additionally, the complaint references comparison to a competitor’s product, Trex. Per the Trex Care and Cleaning Recommendations available at http://www.trex.com/trex/groups/content/@mktgtechsvc/documents/document/trexmd_0...⇄
TREX® DECKING AND RAILING GENERAL CARE AND CLEANING GUIDE
(COMPOSITE AND PVC)
All exterior building materials require cleaning. Trex recommends basic cleaning with soap and hot water or a commercially available deck cleaner twice a year. This will help maintain the beauty of Trex decking, fencing, railing, and trim.
Based upon the details of the complaint, the deck has not received periodic maintenance cleaning since the original installation date of October 24, 2011. The recommendations made to Ms. [redacted] in the response to her TimberTech complaint are consistent with the TimberTech Care and Cleaning Recommendations which were in place and documented at the original date of purchase. As mildew prevention is a part of basic care and cleaning, it is defined as an exclusion from the TimberTech 25-Year Limited Residential Warranty:
Per the TimberTech 25-Year Limited Residential Warranty:
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 TimberTech Products beyond normal use, or in an application not recommended by the TimberTech installation 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 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.
We appreciate the opportunity to work with your office to bring an amicable closure to this matter. Based upon the points referenced above, we will not be able to honor the consumer’s request for reimbursement.
Best regards,
Tim Davis
Warranty Manager
TimberTech
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.Same offer, different day. I DO NOT accept this as resolution. As previously stated, I would accept the DeckMax without signing a release.
Regards,
[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.]
Revdex.com:
Thank you so very much for your help in resolving this matter!!
Mr. [redacted]'s response is entirely accurate as far as it goes. In the acceptance letter that I signed he indicated that I would be receiving paperwork to reflect the terms agreed to (one of which was this email to you). Having said that, he indicated that it would take 2-3 weeks for me to receive the package. While I have no reason to believe that I won't receive the package (it's only been a week), or that there will be anything objectionable in it (Mr. [redacted] and Mr. [redacted] were very forthright and good to work with) I can't say it has been fully resolved as of this date.
Regardless, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Again, thank you for your assistance!
Regards,
[redacted]
October 22, 2015
[redacted]
Reference ID #: [redacted]
class="MsoNormal">
Customer Information:
[redacted]
Dear [redacted],
I write to you in response to the complaint submitted by [redacted]. Reference ID# [redacted].
Upon the submission of [redacted] warranty claim on
8/27/2015, contact was initiated to the number provided with the TimberTech
Warranty Claim by [redacted]. The number provided was [redacted]; calls
were placed on 8/28, 9/4, and 9/14. We were unable to contact the consumer at
the provided number.
An alternate number was provided with the submission of the
complaint to your office, our representative was successful at contacting Mr.
Stuetelberg at this number and a replacement transformer was direct shipped on
9/25/2015 to close the complaint.
A replacement lighting transformer has been provided at no
charge, therefore closing Revdex.com Reference ID# [redacted] and TimberTech Claim #
[redacted]
We appreciate the support of your office. Please contact me
with any additional questions.
Best Regards,
[redacted]
Warranty Manager
TimberTech
[redacted]
Reference ID #: [redacted]
Dear [redacted],
I write to you in regards to the response submitted by [redacted], [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. With the addition of the transformer purchase price of $[redacted], the total
reimbursement would be in the amount of $[redacted]. As defined below from the
Limited Warranty, the warranty shall not cover, and TimberTech shall not be
responsible for, costs and expenses incurred with removal or reinstallation, including but not
limited to labor and freight.
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]
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 customers. The 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 manufacturer. The document is not a release of warranty, it is a release of the claim and acknowledgment of the stated warranty. Further, the document notes the following:
· The 25 Year Limited Warranty on your TimberTech Deck remains in effect; your willingness to work with us will in no way negate your existing 25 Year Limited TimberTech Deck Warranty.
At 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 offer.
Kind Regards,
[redacted] WARRANTY MANAGER** [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.TimberTech provided a letter that did not provide any resolution or path to resolution in response to my complaint.
My complaint simply asked TimberTech to stand by their product based on their claim that the product was defective and make me whole for a year long process to repair a deck that was new. Their response is that they will not stand by their product. After admitting defective deck boards and providing replacement product for all defective boards with the exception of the skirt boards (Timber Tech didn't provide replacement skirt boards stating "they aren't defective so we won't provide replacement boards") are shifting their position stating that "a warrantable condition was not present."
My TimberTech deck was new, TimberTech admitted that their product was defective, TimberTech refused to pay for the labor to replace the defective boards and fought to deflect responsibility for over 12 months before finally admitting and providing replacement boards. In November 2015 the deck was replaced, on February 5, 2016 TimberTech requested I sign a release to accept replacement product in return for silence. None of these issues were adequately addressed in their response.
My expectation is that TimberTech would resolve this issue as requested.
Regards,
[redacted]
Per customer, complaint has been resolved.
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]
May 9, 2014
font-family: Arial, sans-serif;">
[redacted]
[redacted]
Dear [redacted],
I write to you in response to the notification of complaint dated May 5, 2014 submitted on behalf of [redacted]; reference ID # [redacted].
The complaint is specific to mildew growth on the deck surface. As communicated in the document sent to Ms. [redacted] on August 1, 2013 in response to her original TimberTech complaint, mildew is specifically addressed in the TimberTech Installation and Maintenance Guide.
Per Page 14 of the TimberTech Installation and Maintenance Guide:
Basic Cleaning Recommendations -- Floorizon, TwinFinish, ReliaBoard,
DockSider and BuilderBoard
Although TimberTech products are low-maintenance, TimberTech recommends periodic cleaning of your deck to help maintain the beauty of the product. For best results a cleaner like eco-friendly Corte Clean (www.corteclean.com) is recommended. Follow the manufacturers’ application instructions.
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.
Per Page 15:
Dirt, Grime, Tannin and Mildew Stains
TimberTech products are formulated to inhibit mildew growth and minimize staining. Rinse off your TimberTech products periodically with a hose. Even if it 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 surface is the best method for combating mildew. Ensure that water drains effectively from your deck. Keep weep holes clear and unclogged on TimberTech Floorizon planks. For TimberTech XLM, Earthwood Evolutions, TwinFinish, DockSider and ReliaBoard, be sure that gaps exist between planks to allow for drainage.
Additionally, the complaint references comparison to a competitor’s product, Trex. Per the Trex Care and Cleaning Recommendations available at http://www.trex.com/trex/groups/content/@mktgtechsvc/documents/document/trexmd_0...⇄
TREX® DECKING AND RAILING GENERAL CARE AND CLEANING GUIDE
(COMPOSITE AND PVC)
All exterior building materials require cleaning. Trex recommends basic cleaning with soap and hot water or a commercially available deck cleaner twice a year. This will help maintain the beauty of Trex decking, fencing, railing, and trim.
Based upon the details of the complaint, the deck has not received periodic maintenance cleaning since the original installation date of October 24, 2011. The recommendations made to Ms. [redacted] in the response to her TimberTech complaint are consistent with the TimberTech Care and Cleaning Recommendations which were in place and documented at the original date of purchase. As mildew prevention is a part of basic care and cleaning, it is defined as an exclusion from the TimberTech 25-Year Limited Residential Warranty:
Per the TimberTech 25-Year Limited Residential Warranty:
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 TimberTech Products beyond normal use, or in an application not recommended by the TimberTech installation 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 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.
We appreciate the opportunity to work with your office to bring an amicable closure to this matter. Based upon the points referenced above, we will not be able to honor the consumer’s request for reimbursement.
Best regards,
Tim Davis
Warranty Manager
TimberTech
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.Same offer, different day. I DO NOT accept this as resolution. As previously stated, I would accept the DeckMax without signing a release.
Regards,
[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.]
Revdex.com:
Thank you so very much for your help in resolving this matter!!
Mr. [redacted]'s response is entirely accurate as far as it goes. In the acceptance letter that I signed he indicated that I would be receiving paperwork to reflect the terms agreed to (one of which was this email to you). Having said that, he indicated that it would take 2-3 weeks for me to receive the package. While I have no reason to believe that I won't receive the package (it's only been a week), or that there will be anything objectionable in it (Mr. [redacted] and Mr. [redacted] were very forthright and good to work with) I can't say it has been fully resolved as of this date.
Regardless, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Again, thank you for your assistance!
Regards,
[redacted]
October 22, 2015
[redacted]
Reference ID #: [redacted]
class="MsoNormal">
Customer Information:
[redacted]
Dear [redacted],
I write to you in response to the complaint submitted by [redacted]. Reference ID# [redacted].
Upon the submission of [redacted] warranty claim on
8/27/2015, contact was initiated to the number provided with the TimberTech
Warranty Claim by [redacted]. The number provided was [redacted]; calls
were placed on 8/28, 9/4, and 9/14. We were unable to contact the consumer at
the provided number.
An alternate number was provided with the submission of the
complaint to your office, our representative was successful at contacting Mr.
Stuetelberg at this number and a replacement transformer was direct shipped on
9/25/2015 to close the complaint.
A replacement lighting transformer has been provided at no
charge, therefore closing Revdex.com Reference ID# [redacted] and TimberTech Claim #
[redacted]
We appreciate the support of your office. Please contact me
with any additional questions.
Best Regards,
[redacted]
Warranty Manager
TimberTech
[redacted]
We have decided to accept this settlement. The settlement letter is signed and in the mail...
today. Thank you.
Regards,
[redacted]
March 2, 2015
Cincinnati
Revdex.com
[redacted]
Cincinnati, OH 45202
Reference ID #: [redacted]
Dear [redacted],
I write to you in regards to the response submitted by [redacted], [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. With the addition of the transformer purchase price of $[redacted], the total
reimbursement would be in the amount of $[redacted]. As defined below from the
Limited Warranty, the warranty shall not cover, and TimberTech shall not be
responsible for, costs and expenses incurred with removal or reinstallation, including but not
limited to labor and freight.
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]