Trex Company, Inc

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Complaint: ***
I am probably going to reject this response because: Trex has finally after years of discussion offered to replace all the decking materialsHowever they have only offered about dollars of the labor cost to remove and dispose of their faulty decking and replace it with their new prodictWhen I purchased the Brasilian decking in It was the top of their lineTheir replacement offer is their least expensive product..'select' as they call itI have had one contractor give a verbal estimate of approximately 2,to remove, dispose of, and replace the deck with the new materialThat also includes worth of Trex deck screwsI have another contractor coming in the next few daysOnce I have their written estimates I will forward them to youI have attached their offer for you and their first offer from I appreciate your involvement
Regards,
*** ***

The consumer has complained about mold spots and color fading on his Trex deck. (Because of the nature of the claim, we believe the consumer has our "first-generation product", which was sold under the trademark "Trex
Accents". We discontinued the manufacture of this product at the end of 2013. Beginniing in 2010, we started selling the "next generation product", which has a protective shell that resists staining (including mold) and color fading.)
As a technical matter, the growth of mold on a first-generation Trex deck is not due to any defect in the material, but rather environmental conditions. Trex fully discloses that Trex first-generation boards, like any exterior surface, require periodic cleaning, and mold growth may occur if the necessary environmental conditions are present. We also include instructions on how to clean mold in our Product Guides and on our Website Our limited warranty specifically excludes mold
With respect to the consumer's claim regarding color fading, Trex fully discloses in its Product Guides and on its Website that its first-generation boards “weather”, and that the weathered color will be “faded”. Our limited warranty specifically excludes color claims. The consumer alleges that Trex represented that the boards "would not fade in color from light or weathering exposure." This is not true. (We do provide a fade and stain warranty on our next-generation products, but as stated above, we believe that the consumer has the first-generation products.)
As a legal matter, we recently settled a nationwide class action regarding mold and color issues. The documents can be found at ***. We advised the consumers of this class action in telephone calls on April 30, May and May 5, 2014. We also advised the consumer that the last day to file a claim was May 27,
*** ** ***
Chief Administrative Officer, General Counsel & Secretary

*** *** has two issues:
1. Refund of the difference between product he originally purchased and replacement product. As we understand it, the dealer and the contractor have worked out a resolution where *** *** will be provided a refund
2. Static
electricity. Attached is a page from our Installation Guide. We do advise consumers that in rare cases, static electricity may occur. We also advise that the deck can be grounded by an electrician to resolve the issue. This is not due to any defect in the product. *** *** will need to hire his own electrician to resolve this.
Trex Company

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Complaint: ***
I am rejecting this response because:I looked on my receipt and the sales person has a code which is ***.
Regards,
*** ***

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Complaint: ***
I am rejecting this response because: Part of their "requirements" involved me sending them pieces of my deck, which simply is not possible
Regards,
*** ***

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Complaint: ***
I am rejecting this response because: I sent in paperwork and other information needed in the first letter I was then told I needed to go and purchase more deck cleaner (which I knew wouldn't work) and I told the Trex representative I wasn't wasting another $on a product that wasn't going to work I have some of the cleaner in my home, however I don't have the receipt for it and that wasn't good enough I also told them I had a sample I could send them but they said without the receipt it wouldn't do any good It sounds to me that they have some connection with *** (the cleaner they wanted us to purchase yet another time) because why would they have us waste more money on the cleaner just because I didn't have the receipt Obviously there is a problem with the actual product When it was first installed I had called into the company and they told me to use the cleaner then, which we did and it made no difference Never once did they mention there was a problem then They stated it must be something with just our product It all doesn't make any sense and sounds like they are trying to cover something up
Regards,
*** ***

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Complaint: ***
I am rejecting this response because:
First - the issue of Breach of Warranty - Trex already undergone a Class Action lawsuit regarding flaking - and in that class action lawsuit - it specifically covered the reasons for why they were in Breach of WarrantyBut when a warranty states that something will "not split, splinter, rot or suffer structural damage" - the fact that my deck HAS flaked and has surface rotting/flaking - shows that the warranty didn't last and by that alone, is in breach of their warrantyYou may find the specifics here:
***
Second: They claim that the warranty states they would refund the "purchase price" according to their response belowPlease see the attached invoice from my Deck Contractor that installed my deck and you will see that I was charged $7,combined between deck boards and stairs aloneTheir offer was for $which is nowhere near my "purchase price" if they were to come up in their offer to at least compensate me for the ACTUAL purchase price of what I paid my contractor then, I might be content, at least with that offer I could find a decent decking company to do the workTrex's own information online states their product is "better" and therefore more expensiveMatter of fact - I would probably be happy with the material price I paid from my contractor, because right now, I'm taking a loss, no matter what way you look at itNow I have to pay more money to build my deck again - because Trex's product didn't live up to its own warrantyAt least if I am reimbursed for the material costs of the Trex decking, I'm not taking a loss per se.
Third: I take offense to Trex implying that I am the one that caused this damageTrex knows that they have faulty material in the past - even if it was in another plantBut I'd like to know why they think I would maliciously damage my deck just to get another one? Whether or not material is shipped from one plant to another, doesn't mean that their still can't be defective merchandise in another plant.
Fourth: I was told my the customer service agent that I could contact some decking agencies to get some "quotes" and send those to Trex for pricing/numbers, what I'd like to know, is why isn't this part of the whole claims process? if I had been told to do this at the start, I would have done soI was also told to go to a lumber yard and get a quote from there - but again, that isn't in the claims paperwork either.
Regards,
*** ***

We have arranged for delivery to the claimant on July 21,

On July 1, 2014, we spoke to the customer, and have sent her a letter addressing her issues

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 Complaint: [redacted]
I am rejecting this response because:
Nothing
should preclude Trex from making its customers whole.  Thousands of
dollars have been spent on Trex products and installation less than 10 years
ago.  Should Trex not have had such a significant defect in their product
during this production period we would not have to be replacing the entire deck
at significant expense.  If we only had to replace a few boards due to a
warranty issue we could simply get it done.  We are looking at having to
replace all the deck due to this Trex manufacturing defect at a significant
expense.   The 0.18 cent per linear foot ($300-400) does not even
cover the cost to have the defective decking removed and disposed of.
In good
faith we would like to think Trex would stand behind their product as
advertised and make good on this with us.  We appreciate the offer to send
replacement boards yet we believe that Trex should step up and cover the
removal and replacement costs as well.
Thank you
for your consideration
[redacted]
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because:
My complaint was not about mold, it was about fungal growth and swelling so I refuse to settle for something that applies to mold.  There is fungal growth both below and above the decking material and as Trex admits, substantial water gain so that the boards no longer have space between them.  I have no interest in spending more money on a product that has failed (they are going to make more money off of me) and the company is unwilling to uphold their warranty.   
Trex no longer manufactures this product because of these problems and there are two class action lawsuits related to my problem that I do not qualify for -
Flaking:  [redacted]
Swelling   - [redacted]
Mold and color fading [redacted]
While my decking has swelled at least 1/8 on each side I will never meet the criteria for the 2nd class action lawsuit because the boards are completely swollen together.  If they are still claiming that Sundecks improperly installed the deck, we need to bring them into the discussion. However, I don't see how 1/8 inch swelling is acceptable since it completely closed the gap between my boards. Please see attached photos for the evidence of both fungal growth and swelling.  I had a mycologist identify the material growing on the decking material as a "wood decaying fungus."  I currently have a sample out for DNA analysis to support this claim.  Fungal growth and water adsorption to fill a 1/4 inch gap do not equate to normal wear and tear but rather a product failure. Please see attached product warranty information.  
Regards,
[redacted]

We regret that the claimant is not satisfied with the relief provided under the terms of the class action settlement.  However, Trex is now legally bound by this settlement, and cannot provide any further remedy.

Subsequent to the claimant's reply to the Revdex.com, we have communicated with her.  Our offer to the claimant is consistent with the terms of a 2010 national class action settlement.  We regret that the claimant is not satisfied with our offer, but we are legally bound by the terms of the settlement in what we can provide.

We are bit confused by [redacted]'s claim.  [redacted] made a warranty claim in September 2010 regarding a light spot on his deck (that was installed that month) that occurred as a result of the use of a certain cleaner on the deck used to remove crayon...

stains.  At that time, we advised [redacted] that the faded areas should become less noticeable as the deck weathers.
[redacted] now says that he installed a deck in June 2011, and that the deck has faded in color unevenly.  (I can only assume that [redacted] replaced the deck that he installed in 2010.)
Please note that with respect to color fading and color variation on Trex decking products, Trex settled a nationwide class action in 2014.  Copies of the relevant documents describing the settlement can be found at [redacted].  Since [redacted] had previously submitted a warranty claim with Trex, we had his address, and an actual copy of the Settlement Notice was mailed to [redacted].
With respect to any claims for color fading or color variation, such claims are governed exclusively by the terms of the settlement.  Under the terms of the settlement, the time period to have submitted a claim has passed, so we regret that [redacted] would not be able to file a claim. 
 
Trex Company

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 Complaint: [redacted]
I am rejecting this response because:Tier 1 and Tier 2 do not make me whole.  That would just provide for payment of the $15 deck cleaner I was required to buy.  I submitted my claim on 5/13/14 but was not given a claim number as of yet.  I was told that everything had to be PERFECT by the cutoff date of 5/27/14 in order to qualify for Tier 3, which I deserve.  Cutting pieces of my deck is not acceptable.  Someone can come down and inspect my deck at anytime if they want to see the discoloration/mold damage, that the cleaner did not repair.
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because:The response from the Trex representative is inaccurate and I have a complete copy of the documents we submitted plus a CD of the 160 photos supplied of the required 6+ month cleaning requirement.  How is this company able to misrepresent their product to the public and not stand behind their warranty.   There are a multitude of forums on line with dissatisfied Trex customers, and we all have the same issue during a 6 year period of inferior product.  Why wasn't there a recall?  The automobile industry does it, as man others.  We have a health concern and  safety concern with Trex.  The good news is they have ceased production of the particular line of product.  But now 70,0000+ (Trex estimation) customers are at risk.  How can this company continue to conduct business selling inferior product and not fulfilling their claim of a warranty that is non-existent?
Trex needs to be held accountable, and we want a $375,000 reimbursement for the decks & stairs that were built with Trex product.
Regards,
[redacted]

The consumer did submit a claim form under the class action settlement, but did not provide all of the documentation and the product sample necessary to be entitled to relief by the cut-off date of May 27,2014.  Therefore, we will not be able to process his claim.

We spoke to the store manager of the [redacted] store where the product was purchased, and he spoke with the salesperson identified on the receipt.  The sales person does not recall the conversation with the consumer, but is fully knowledgable on the differences in the various Trex products.  The store manager does not believe he would have advised a consumer that the fade and stain warranty covered the Accents product.

The homeowner's first claim to Trex under the class action settlement was postmarked April 17, 2014.  On May 1, 2014, we sent to the homeowner the attached letter noting the deficiencies in the filing.  The homeowner was seeking Tier 3 Relief under the settlement, which requires that the homeowne clean their deck usiing a prescribed product and procedure, and then mold reoccuring within a 3 month period.  As of their April 17, 2014 filing, the homeowner had not done this.
The deadline for submitting all information under the settlement was May 27, 2014.  As of the deadline, the homeowner did not submit all required documentation.  The settlement was announced in August 2013.  The homeowner waited over 8 months to file their claim.

We will be reaching out to the consumer to discuss a resolution of this claim.