Trex Company, Inc

We do not believe the Trex product is defective in any way.  Notwithstanding, as a gesture of goodwill, we are going to offer the homeowner replacement materials.  An offer letter was mailed on June 3, 2014.

Trex does offer a 25 year fade and stain warranty, but only on our newer generation capped products, such as Trex Transcend and Trex Enhance.  We do not offer this warranty on our Trex Accents product, because this product will stain under certain circumstances.  We disagree...

strongly that the consumer was deceived.  Attached is a copy of the 25 year fade and stain warranty that was in effect in 2012 when the consumer purchased the Trex Accents product.  The Warranty is clear that it only applies to the Trex Transcend and Trex Enhance products. 
We do have instructions on how to clear Trex Accent product which can be found on our website at [redacted]

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 Complaint: [redacted]
I am rejecting this response because the warranty that was presented to me when I purchased this product was the warranty for what I have just learned is the higher grades of Trex decking.  I purchased my decking with the understanding fading and staining would be covered under the warranty that was presented to me, this is why I feel deceived.  If I would have known fading and staining wasn't covered I wouldn't have purchased this product.
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because:
When I purchased the Trex product in June 2012, I was not told that there was a "first" or next "generation" product.  It was advertized as being "low" or "no" maintenance and that there was a 25 year warranty. If we had been told that this product was inferior, we would have chosen something else. I really do not know that there were any other options in the Building Supply Office in which we purchased the product. I have spoken again with the Building Supply Company and have been told that they were under the same impression concerning the warranty. They were unaware of any problems or that there was a Class Action Lawsuit going on at this time. The "rep" that calls on this company has never informed them of the problems going on with this product. I was never notified by Trex concerning the Class Action. I only learned about it wihen I called in regard to the problem I am having.
I have spoken with the claims department, but have learned from them that they only assist in filing a claim (paperwork required).  So, it sounds like Trex is not willing to stand behind their product or warranty.  On a deck that is only 18 months old and materials that total over $8500 and Trex is only (maybe) going to give me a fraction of what I have paid for a product that they knew was inferior.  It is outrageous for a company not to stand behind a product that they clearly misrepresented.
Regards,
[redacted]

[redacted] has filed a claim against Trex for "surface flaking" on his Trex decking boards.  
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On April 7, 2010, the U.S. District Court for the Northern District of California issued a Final Order approving a class action settlement covering the same defect affecting the Trex product installed at [redacted]'s home.  Copies of the relevant documents can be found at www.trex.com/legal/classactionsettlement.aspx.
Pursuant to the terms of the settlement, Trex has agreed to replace any decking boards suffering from the defect, and provide a labor payment in the amount of $0.18 per linear feet of replaced product.  The offer made to [redacted] is consistent with these terms.
Trex has replaced tens of thousands of decks under the terms of the class action, and is legally obligated to apply those same terms to every claimant.  We cannot pay [redacted] any more for labor than what is provided for in the settlement.
 
Trex Company

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received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The Trex product that was installed cost in excess of $20,000 this included Trex decking, Trex railing, Trex spindles, Trex fasteners.  This did not include any labor and/or structural materials to install the decking, which alone cost over $10,000.  In response to the class action settlement, I did receive a 40% off coupon to replace the decking, however, why would I want to incur more costs for a deck that is only 3 years old?  I purchased Trex composite decking over standard wood decking because of its superior quality and low maintenance.  This product clearly did not meet its lifespan nor the standards that Trex Company advertises.  To re-do the deck, not only would I have to pay 60% of the new product (using the 40% off coupon), but also any additional costs, like labor (demo of old and replacement of new).  Why should I be responsible for any of these costs?  Trex offers a 25-year warranty, however, is not standing by their product.  We contacted the company within the first year.  At this time, we were told to just clean the decking with a Trex authorized cleaner.  We have done this cleaning now numerous times and the problems re-appear within weeks.  In my opinions, this is definitely a manufacture defect.Regards,
[redacted]

The homeowner filed a claim under a class action settlement, and did not comply with the requirements for relief, even after being notified of the deficiency in her filing.  Under the terms of the settlement, there is nothing further Trex can do.

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 Complaint: [redacted]
I am rejecting this response because:
The distributor/dealer and contractor are doing what they can to assist me, but the price and amount of the difference between the deceptive samples and replacement material needs to be refunded by Trex. The Trex local representative also promised that. They would!
Trex only suggests grounding and for an arid environment, the City does not suggest it or require it, and I live near the ocean so there is not a dry environment situation. Plus the deck is built on the Trex metal support which consists of metal posted sunk into the ground, so the deck is essentially grounded.
At this point I will arrange an electrician but I do insist that Trex refunded the $550.00 plus tax that I was promised.
Regards,
[redacted]

Under the settlement, there were 3 tiers of relief for which consumers could try to qualify for.  Tier 1 and 2 did not require any samples to be sent.  The homeowner elected to try to qualify under Tier 3, which did require a product sample.  The homeowner could have elected to qualify under Tier 1 or Tier 2 without having to send in a sample.

[redacted] filed a claim on behalf of a condo association with Trex Company under the terms of a class action settlement which covered alleged defects in Trex's product due to mold growth.  The settlement provides for certain Tiers of relief, and requires a claimant to meet certain...

requirements for the various Tiers. 
In order to be eligible for Tier 2 Relief under the settlement, which provides for a 40% rebate certificate for the purchase of Trex's newer generation composite product, a claimant must clean their deck, and mold must reappear to a certain level within a 3 month period.  In order to be eligible for Tier 3 Relief, which provides for a 20% refund of the original purchase price, a claimant must meet the Tier 2 requirement, and in addition, they must send Trex a sample from their deck, which must fail to meet a certain specific gravity requirement (as tested by Trex).  Trex originally denied the claimant Tier 2 Relief because they did not submit all of the required documentation.  Upon request of class counsel, Trex reconsidered, and elected to provide Tier 2 Relief to the clamant.  Trex tested the claimant's sample for Tier 3 Relief, and it did not meet the requirements.  Accordingly, the claimant was provided Tier 2 Relief.
The claimant now wants additional compensation from Trex beyond that provided by the terms of the settlement.  Trex cannot do this.

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close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  I sent the letter and information far enough in advance if there was a problem with it or something was missing, they should have contacted me then, not wait until after the deadline. 
Regards,
[redacted]

Mr. [redacted] is incorrect in his assertion that there has been a recall of 1st generation Trex product manufactured prior to 2009.  There has been no such recall.
The fascia on Mr. [redacted]'s deck is pulling away from the deck.  This is caused by the fact that the installer used pin nails...

to secure the fascia to the deck. Pin nails are not a recommended fastener for Trex products.  In Trex's Installation Guidelines, we list recommended fasteners, which are screws.  If screws had been used, instead of pin nails, the fascia would not be pulling away from the deck.  We denied Mr. [redacted]'s claim due to the improper installation.Mr. [redacted] can reattach the fasica to his deck by the use of screws.

We have approved the homeowner for Tier 2 recovery under the 2013 Trex Mold/Color Class Action Settlement.  Correspondence has been sent to the homeowner.

Review: Trex decking boards are absorbing moisture resulting in the product expanding,warping and popping off screw headsDesired Settlement: The product being replaced.

Business

Response:

We do not believe the Trex product is defective in any way. Notwithstanding, as a gesture of goodwill, we are going to offer the homeowner replacement materials. An offer letter was mailed on June 3, 2014.

Review: In June of 2010 we had a Trex Transcend deck installed to replace our old deck.

That winter the 6 and 12 inch fascia boards cupped. We contacted the contractor and he reached out to the supplier ([redacted]) and the Trex rep. Emails were exchanged, but no action was taken. There was discussion about the screws used and how the boards were already cupped prior to installation. There was discussion about the 2010 installation guide – but no verification that the anyone had a copy of it!

Nothing changed in 2012.

In 2013, I contacted Trex directly and started a claim because nothing else was being done at that point.

I completed an extensive pile of documents along with pictures and proof that we own the property and sent the packet off to Trex.

I didn’t hear anything from the company so I called back again. The customer service representative said that they couldn’t do anything – they stated that the boards needed 3 screws, I think asked for a supervisor and discussed the pre-cupping of the boards and noted that the boards on the side of the deck were only 6 inches, not 12 and those were also cupping. He was not very friendly, but finally said they would send out an inspector.

I received a call from the inspector in August prior to receiving the letter from Trex stating that they were sending an inspector. The inspector said the only day he could make it was that Sunday – so I scheduled with him – not very convenient for the customer (for a 3 hour deck inspection!). Keep in mind that we do not have a large deck and we are talking about an expensive inspection by an inspector from Colorado – for a few fascia boards on the deck. I tried to call Trex the day I received the letter – left a message and they never called me back – I asked that a copy of the report be sent to me.

Again – I did not hear anything back until October – when I received a letter that stated the same thing about the screws and the 2010 installation guide – which I still have not seen a copy of – and was not to my knowledge provided to the contractor – if you don’t have the guide or know about it – how can you follow it? They also commented on other issues with the deck – but how can they say that affected the issue back in the winter of 2010-2011?

If they are providing a warranty on a deck that costs 3 times that of a typical deck – a 25 yr warranty…they should be required to inspect the deck for installation issues or have the consumer provide additional proof information from the contractor vs. what has happened above. This situation is so wrong I did not know which issue to select from the drop down. How can a company treat its customers like this?

At this point - the supplier, [redacted] has agreed to replace the boards in the Spring of next year and the contractor will need to come back and install - but I don't think this is right - I believe that Trex should take care of this issue and restore the warranty. I still haven't received anything stating that the warranty is completely void - what about if we have any issue with anything else on the deck?Desired Settlement: We would like the deck fixed so that the warranty is reinstated for the next 25 years. We would also like a complete copy of the inspectors report .

Business

Response:

Trex arranged for an inspection of this deck on August 25, 2013. The inspection confirmed that the fascia boards were not installed properly. Our Installation Guidelines call for attachment every 12 inches with 3 screws. The homeowner's fascia was only installed with 2 screws.

Notwithinstanding this, the homeowner has said that the supplier has agreed to provide replacement fascia materials. Even if the materials were defective (which they are not), our Limited Warranty provides for replacement of materials only, and not labor to install them.

Consumer

Response:

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Review: [redacted]

I am rejecting this response because:They have failed to provide any proof that they provided those instructions to the supngplier or to the contractor that installed the deck. They brought the inspector in 3 years after the entire event started with one of their sales reps. They failed to take care of the issue in a timely manner and are now saying 3 years later that it is not their responsibility. Regarding their limited warranty - I believe they should now cover the materials and labor because they failed to address the issue immediately when it happened and because they failed to inspect the deck after installation to ensure the warranty was valid. It's too easy for companies like this to charge three times what a normal deck would be and promise a grand warranty that they never plan to cover. How many other customers are in the same boat because a company like Trex is allowed to continue operating. Why aren't they being held accountable?

The supplier should not need to cover the materials - Trex should be willing to take care of the issue with their materials. The contractor we worked with has over 30 years of experience and shared in the emails sent to the rep details about why those boards failed stating that 3 screws would not have made any difference. In addition, the smaller boards on the side of the steps failed in the same manner one more screw would not have made any difference and Trex did even consider replacing those.

Regards,

Business

Response:

With respect to the consumer's claim that we failed to provide proof that we provided installation instructions, Trex cannot do this. We sell our products through retail, and we do not know the identities of every purchaser of the product. Our installation instructions are available at retail and on our website, but there is no way for Trex to confirm that each consumer actually receives them. If a deck is installed by a contractor, it is the contractor's responsibility to make sure the deck is installed properly.

We do want to clarify one issue with the consumer. It appears the consumer may be under the mistaken impression that their warranty is void. This is not correct. The warranty is still applicable to the deck. It simply doesn't apply when an issue is caused by improper installation.

We regret that we will not be able to satisfy this consumer.

Consumer

Response:

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Review: [redacted]

I am rejecting this response because: of all the previous statements. The screws that were used broke off they did not hold the materials on to the deck and because of the materail used to make the boards it would not have made a difference if 2 or 3 screws were used. You can see that based on the smaller boards used on the side of the steps. Regarding the warranty - I want to know exactly what it is suppose to cover and how much and for how long - because as far as I can see - it is worthless. If you are not going to stand behind your product - then don't offer a warranty - buyers beware! And we were only asking for a as couple of boards to be replaced...what if it had been the entire deck? After the inspection that was done - tell me what the warranty still covers?

I am still asking for Trex to step up and stand behind their product. If you are going to offer a warranty don't hide behind blaming it on the contractor - you could have your sales rep do a much better job of sharing exactly what needs to be done for customers upon installation - that was NOT done in this situation.

I would not recommend this product to anyone.

Regards,

Review: We made the decision to build our deck with the Trex material. We went through [redacted] (the [redacted], UT store number [redacted]), which is the authorized retailer in my area. Over the last 3 months, the experience that I have had working with [redacted] through your local supplier has been nothing short of ridiculous. Through many orders, I have received product that was different colors, damaged product, and multiple deliveries of product that wasn't what was ordered, all causing significant delays in our deck build and hours dedicated by my contractor that he couldn't work because the product delivered was inaccurate or damaged. This project has been delayed close to a month because of the delays due to wrong deliveries and damages. I have spent over $7,000 with trex so far.

It started off very poorly when the supplier had told [redacted] that my first large order of decking would be delivered on the following tuesday from when I ordered it. That day came and I had come to find out that it wasn't delivered and that they were "backed up because of a special they were running." That delivery came 5 days later, after the promised delivery date. Ever since that, we have had issue upon issue with the product delivered and delivery errors. We did have one representative from Trex come out to our home to inspect the material that had come in a much darker color than the other material. He agreed it was off and promised to send the correct color. He did that but the future orders came with the same color that was not consistent with the rest of the deck. [redacted] continuously blamed their "supplier" which is why I am also coming to you with the complaint.Desired Settlement: I would like to know what is going on with your supplier in our area and notify you of the experience I have had with this very large order of trex. (over $7000)

Business

Response:

The homeowner has been provided a remedy that we believe has satisfied him.

Review: I purchased Trex "Accents" composite deck boards in August of 2005 for a slightly larger than 10' X 10' deck. We now have the following issues with the TREX boards:

1. Extreme color fading

2. Deterioration of board composition, with flecks of saw dust like particles predominant on the board surfaces

3. Swelling of the boards

4. Persistent mold on all the boards

5. Loss of 'wood grain" on most boards leaving a solid plastic look to the deck

The fading was something that was mentioned when we purchased the product but we did not imagine it to be so stark a difference. The central basis for this complaint is that we were told that TREX was a "maintenance free" product unlike a comparable wood deck. It was further claimed that it would always maintain its beauty over the years because of the quality of the composite materials used in the manufacture process. We were told a simple rinsing occasionally was the extent of effort needing for maintaining the deck.

For my part I have kept the deck up with consistent leaf and debris removal and the recommended occasional rinsing with water. The small deck is off our master bedroom and is seldom used so there is very little foot traffic on it everl.

I contacted the Customer Support staff at TREX to voice my concerns and disappointment with their product. They provided a link to download the "Concern Form" as well as a list of the numerous requirements to submit the form. I complied with all the steps and documents needed with the form and sent them to TREX. They rejected my claim and gave me instructions for cleaning my deck implying that it was a problem with keeping the deck clean.

I am very unhappy with not only TREX's response to my complaint, but their lack of accountability for their false claims and poor product quality. After receiving the letter rejecting my claim I went to the Internet to see if I was the only one with TREX related problems. I found that there are many customers out there who have the same or worse problems with the TREX Accents composite boards. Not surprising they all were convinced by the advertised lack of required maintenance to buy the TREX brand boards even though the product was much more expensive than the comparable wood products.

The other common factor in all these cases was the poor to bad response from TREX to these customer concerns. It seems that instead of accepting responsibility for the product faults and helping customers rectify their situations, TREX consistently put the blame on the consumer and/or provided minimal or no compensation. Even with a recent class action settlement due to mold, there are many stories indicating that TREX continues to limit their culpability as they find reasons to minimize payouts.

I am only going to the Revdex.com because the TREX company is unable to see a claim like mine as an opportunity to prove that customer satisfaction is important to them. Promises should only be made to customers if the company plans to stand behind them. As I have plans to replace the deck, my resolution for this problem would be compensation from TREX for the warranted value of the TREX boards.

Thank you for your help.Desired Settlement: Compensation for replacement of the TREX boards.

Business

Response:

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

Review: I purchased Trex Accent Saddle Decking for a deck that is approximately 1,000 square feet including Trex railings as well as spindles. I chose Trex because of its reputation, durability, quality, and outstanding warranty.

Over the short period of time, I have started to have more and more problems including disappointing staining, extreme fading, multiple scratches, and re-appearing black sports. Food dropped such as pretzels, chips, or even clear apple juice was immediately apparent and after quickly cleaning up, the marks remained. Even soap and water did not remove the stains.

Fading has become more and more evident to the point where after cleaning the deck it appears white in color. It is noticeably lighter and in time, I assume, will only become lighter and lighter. This only increases my issue as I purchased a deck for its color.

Multiple scratches appear all over the deck due to people moving chairs. We have attempted to put numerous pads, chair protectors, glides, and even tried unsightly tennis balls, yet scratches are still made. These scratches are not intentional and are rather from someone picking up a chair and moving it to sit up or down.

The deck has been cleaned now numerous times with the Trex recommended cleaner, [redacted] Premium Deck Cleaner. The cleaning began in an effort to remove re-appearing black spots that continued to cover the entire deck space. These black spots appear on all deck boards, stairs, railings, and spindles. When cleaning railings and spindles, the entire surface is cleaned, yet some of the spots disappear---only to reappear within weeks.

The black spots reappear at greater darkness and seem to multiply.

I chose Trex not only because it is a quality product but also because of the company in that it stands behind its product. I am now questioning this thinking.

I also wrote to the company and made multiple phone calls, to only receive a letter stating excuses/reasons that are beyond the company's control of the product. I have asked for a representative to visit the property where the deck is located as well as to speak to a representative, all to have been told that it is not possible.

Lastly, I was included in a class-action suit and received $18.00 for a refund of one bottle/container of deck wash. Trex claimed even though all evidence was sufficient for the claim, a claim could not be made as the integrity/structure of the deck was not impacted nor was the evidence enough to receive a refund or repayment.Desired Settlement: The product's materials has been changed so new decking material that is now purchased does not have this problem. Desired outcomes include a percentage back on the purchase price or even better, complete removal and replacement. Half of a deck's cost is the labor to install. My family does not have the money to do this, so part of the problem remains not being able to afford only new decking but installation costs as well.

Business

Response:

We have approved the homeowner for Tier 2 recovery under the 2013 Trex Mold/Color Class Action Settlement. Correspondence has been sent to the homeowner.

Consumer

Response:

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Review: [redacted]

I am rejecting this response because:The Trex product that was installed cost in excess of $20,000 this included Trex decking, Trex railing, Trex spindles, Trex fasteners. This did not include any labor and/or structural materials to install the decking, which alone cost over $10,000. In response to the class action settlement, I did receive a 40% off coupon to replace the decking, however, why would I want to incur more costs for a deck that is only 3 years old? I purchased Trex composite decking over standard wood decking because of its superior quality and low maintenance. This product clearly did not meet its lifespan nor the standards that Trex Company advertises. To re-do the deck, not only would I have to pay 60% of the new product (using the 40% off coupon), but also any additional costs, like labor (demo of old and replacement of new). Why should I be responsible for any of these costs?

Trex offers a 25-year warranty, however, is not standing by their product. We contacted the company within the first year. At this time, we were told to just clean the decking with a Trex authorized cleaner. We have done this cleaning now numerous times and the problems re-appear within weeks. In my opinions, this is definitely a manufacture defect.Regards,

Business

Response:

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.

Review: We had a deck installed with Trex decking installed in 2008. The price for just the product was $3817.00 plus labor. We noticed there was discoloring, green and black, on the decking soon after. We were advised to use [redacted] Deck Cleaner. We purchased the cleaner, cleaned the deck and the discoloring went away temporarily. We received a letter in the mail that there was a Class Action Settlement because of a problem with the decking. I sent in the information they requested on April 16, 2014. I received a letter stating they needed more information, which I sent on May 15, 2014. I stated I would not purchase more cleaner since it didn't resolve the problem. We still have the container and some of the cleaner, however we no longer have the receipt. I then receive a letter onto June 30, 2014 stating they needed more information from us, including a sample of the decking, which I would be more than happy to send in, however they stated they claim has since been closed and they can no longer do anything for us. We still have a discolored, moldy deck and no one at Trex wants to help us out with. We were also told, they have a 25 year warranty, obviously they don't stand behind their warranty. When someone spends that kind of money on a product that is supposed to be a great product and company and then turns out that they don't stand behind their product just because we can't produce a receipt is unacceptable.Desired Settlement: I would like the deck boards replaced, labor included or a refund for some if not all of the defective decking we purchased

Business

Response:

The homeowner filed a claim under a class action settlement, and did not comply with the requirements for relief, even after being notified of the deficiency in her filing. Under the terms of the settlement, there is nothing further Trex can do.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I sent the letter and information far enough in advance if there was a problem with it or something was missing, they should have contacted me then, not wait until after the deadline.

Regards,

Business

Response:

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.

Consumer

Response:

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Review: [redacted]

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 $30 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 [redacted] (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,

Review: Summer of 2007 I had a 14 1/2 X 11 1/2 trex deck installed. In the Spring of 2012 I noticed the surface of the decking begin to stain and peel/blister. March 8 of 2013 I submitted a claim for the refund of the cost of the decking material ( $3600 ) The trex company hires an independent contractor ( [redacted] ) to inspect decks and provide the company a report . The contactor has 60 days from the acceptance of the claim ( March 8 2013) to perform the inspection. The inspection has not taken place in a timely manner. I have contacted the Trex company and the inspector numerous times. My claim representative is [redacted] and his manager is [redacted]. I just would like my money refunded so I can replace my defective deck with a more reliable product. The Trex company has between $40-$65 million set aside torresolve claims. I am asking for a very small amount of this. Please help me!! The product was not tested long enough to see what would happen once the decking material was exposed to the elements. In the summer the decking was impossible to walk on due the extreme hot surface...I was mislead that the trex product was maintence free and would last a life time!Desired Settlement: Refund

Business

Response:

[redacted] submitted a warranty claim to Trex. Her decking boards do have a defect, so under the terms of our Limited Warranty, we have agreed to replace them. [redacted] also claims her railing is defective. However, there is no evidence that they are defective, so we have not agreed to replace the railings.