Business ProfileforWestlake Royal Building Products

Back in 2017, I had a new outdoor deck installed in my backyard. We contracted a local company ******** ***** ********* *** ****** ***) to install the deck as well as other landscaping done in the project. We decided to use **** decking as the material. We paid a premium to other decking products at the time due to how real this composite decking looked like real wood. We loved our deck and have had little to no issues until this past winter. Since 2017, our deck has been through freezing cold Pennsylvania winter days and 100 degree Fahrenheit summer days with no visible issues. Beginning in December, we noticed some discoloration on a few planks near the center of our deck. As winter ended and spring began, we have noticed even more planks with discoloration throughout the entire deck. In early March, I began researching what warranty I may have on this product. According to their website, there is a 25 year warranty for the owner of the home the product is installed in. Upon reading this, I contacted their customer care on March 10, 2024 and received a response from Mohamed H. (********************). He asked what was causing the discoloration. I responded that I wasn’t sure as we had had no issues with the deck and only hose it off to clean it every spring because it has been looking great up until this point. He advised that I register my deck and file a claim on their Warranty & Claims site. On March 12, 2024, I registered the product and filed a claim and was advised that I would get a response in 24-48 hours. I did not receive a response in 24-48 hours. On March 19, 2024, I contacted Mohamed again (since he was the only contact I had) and asked how long past the 48 hour window could it take for a response. He said it should take 2 business days but could take longer depending on the circumstance. On April 1, I contacted Mohamed again and did not receive a response to my emailToday, it is April 16, 2024 and I have received no response.