Trex Company

[redacted] has filed a claim against Trex for "surface flaking" on his Trex decking boards 0pt"> On April 7, 2010, the U.SDistrict 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 $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

We are bit confused by [redacted] ***'s claim [redacted] made a warranty claim in September 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 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

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] 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 TrexThe Trex local representative also promised thatThey 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 situationPlus the deck is built on the Trex metal support which consists of metal posted sunk into the ground, so the deck is essentially groundedAt this point I will arrange an electrician but I do insist that Trex refunded the $plus tax that I was promised Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] 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 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 cent per linear foot ($300-400) does not even cover the cost to have the defective decking removed and disposed ofIn 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 wellThank you for your consideration [redacted] Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Tier and Tier do not make me whole That would just provide for payment of the $deck cleaner I was required to buy I submitted my claim on 5/13/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/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]

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 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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is 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,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, 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 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 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]

[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 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 month period In order to be eligible for Tier Relief, which provides for a 20% refund of the original purchase price, a claimant must meet the Tier 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 Relief because they did not submit all of the required documentation Upon request of class counsel, Trex reconsidered, and elected to provide Tier Relief to the clamant Trex tested the claimant's sample for Tier Relief, and it did not meet the requirements Accordingly, the claimant was provided Tier Relief The claimant now wants additional compensation from Trex beyond that provided by the terms of the settlement Trex cannot do this

Mr [redacted] is incorrect in his assertion that there has been a recall of 1st generation Trex product manufactured prior to There has been no such recallThe fascia on Mr***'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 deckPin 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***'s claim due to the improper installation.Mr [redacted] can reattach the fasica to his deck by the use of screws

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] 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 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 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,reimbursement for the decks & stairs that were built with Trex product Regards, [redacted]

Under the settlement, there were tiers of relief for which consumers could try to qualify for Tier and 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 or Tier without having to send in a sample

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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] ***

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

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] 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 year warrantyIf we had been told that this product was inferior, we would have chosen something elseI really do not know that there were any other options in the Building Supply Office in which we purchased the productI have spoken again with the Building Supply Company and have been told that they were under the same impression concerning the warrantyThey were unaware of any problems or that there was a Class Action Lawsuit going on at this timeThe "rep" that calls on this company has never informed them of the problems going on with this productI was never notified by Trex concerning the Class ActionI 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 months old and materials that total over $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] ***