ComplaintsforXena Builders Group, LLC

• Initial Complaint

  08/09/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We had a deck renovation done by Xena Builders on March 2021 where they installed new Trex decking with a RainTrexEscape system and were supposed to bring the deck up to code. They also replaced the risers on the staircase with trek plank . The city inspection failed and the RainTrexExscape system failed when it began leaking all over the place. We found that their were eighteen holes in the membrane where the deck screws missed the deck rafter and the deck leaked around every post and the attached decking . They came to bring the deck up to code, which they did, but when it came to do the repairs on the RainTrexEscape system they refused to take the boards off, instead they put butyl calk on butyl tape and tried slip it through the gap between the trex decking above the hole. When I asked them why, "they stated this is how Janek told us to do it." I told them this was not the recommended method by Rain Trex. Jan would not respond via text or phone call no matter how I tried.

  Business response

  12/17/2021

  Consumer Response /* (3000, 7, 2021/08/09) */ I would like to add, we gave Xena Builders Group, LLC the opportunity to repair the deck, however, when we discovered how they were attempting to apply butyl caulk and slivers of butyl tape between the cracks of the deck boards without removing the decking and cleaning the area, we asked them to stop since this was not the correct process to repair the leaks according to Trex. In my opinion what they were trying to do was a quick fix that may temporarily fix the issue, but its extremely doubtful this would survive a new england winter and ultimately fail again. We are frustrated with lack of pride of workmanship they provided. When we interviewed and hired them that they would do a great job and sadly we were disappointed on the outcome of their workmanship. We have lost confidence on them. We recently discovered that they did not use any tape flashing as recommended by Trex on the board adjacent to the house and it is why we not only have water coming through the deck against the house underneath the exterior light through the wall. You can see water coming through the each of the rail posts thru lack of butyl calk and butyl tape. I even referred Janek D****** to the Trex web page showing step by step installation instructions and repair. All my attempts have failed to get a a positive resolution from the Xena Builders Group who is owned by Janek D***** a resolution we can live with that would fix the problem. We now want to replace the whole RainTrexExcape system to ensure we will not have a leak occurrence again and damage the ceiling we are planning to add and cannot do until RainTrexEscape system is fixed. Images of RainTrexEsccape System they improperly installed and ruined. We want to have it replace with a new one. Business Response /* (1000, 17, 2021/09/07) */ My experience with ***** was difficult from the first day that we arrived to do the project, a very tyrannical approach to us. When it comes to a leaking situation that arrived during severe heavy rain this July after a few months since the job was complete , she refused to follow our recommendation when it comes to repairs. Radical solutions to solve the problems her way were unreasonable, and any solutions that came out from us were refused. We were put on the spot that either we do everything the way she wants it or we need to leave. We always do our best to have a project done as best as can be and have customers completely satisfied with the outcome. This project is the only one in my 20 years experience of doing this trade that I regret accepting to do it. Consumer Response /* (3000, 29, 2021/09/15) */ The response from Xena Builders LLC is contrary to what really happened. I have text messages that validate how we tried repeatedly to work with Janek D******. Janek wanted to do the repairs that were easiest on him verses what is what the RainTrex company recommended for a long lasting and durable method. When Janek D****** came to our home our first encounter was cordial where we expressed what we wanted to have done to the deck which were. Remove all the Mahogany Wood and Rails Install a RainTrexExcape System on the deck to prevent water from falling down through the deck with flashing Cover the whole deck with AZEK boards Replace the AZEK boards currently there Replace the stairs and rafters Extend the concrete base Add Solar Light Bring the deck up to code. Add Rain and Ice Shield to the wall of the attached to the house He agreed and wrote up a proposal and we signed it on September 04, 2020 and gave a check for $500.00 . They started the work on March 12, 2021 and finished the deck on March 18, 2021 and paid him the last check of $7,000.00. They collected their complete contract price of $20,846.00 We did have some email exchanges that we had mention that he didn't complete what he said he would but, my husband did the work rather than have him come out here from Gardner to do it. He said Thank you. On July 9, 2021 at 2:07pm I forward him a video that my basement remodeling contractor send me of water pouring through the 19 screws holes, from the rafters attached to the house where they had installed the flashing incorrectly, and from the posts holding the rails due to the flashing hadn't been installed properly. I sent photos showing all the screws protruding through the RainEscapeSystem membrane and water coming through the flashing against the house and posts around the deck. On July 28, 2021 at 4:48PM the Inspector who was doing the framing inspection during the remodeling of our basement, who had not come out following the deck work, saw the work on the deck and said, The deck failed the inspection and told us what needed to be done on the which I informed Janek D****** via Text. I asked Janek D****** repeatedly to let me know when he would be coming out since my current contractor wanted to install the ceiling on the deck with lights and Janek would not give me a date to relay to my present contractor. Janek showed up on Friday, August 6, 2021 to start the work. We greeted him cordially and his people started to bring the deck up to code and do the repairs on the TrexRain System. When I noticed how his contractor was doing the work I asked him what he was doing and I said, "The method he was using was not the recommended method recommended by Trex Rain Escape. He then proceeded to inform me, "This is how Janek D****** advised me to do it." I ask but what about the flashing around the house and the posts where the water was coming through. He said, I don't know, this is how Janek D****** told me to do it." I guess this meant ignore the flashing around the house and posts. This is what they were doing, cutting the littles squares about 1x1inch poured calk through the cracks of the deck boards and squeeze the butyl tape pushing with a wire over the hole. I said, this would not do. I called my husband, who then went out to proceed observe them doing the work and he finally asked them to stop because this fix was a Mickey Mouse solution with the goal of saving them time any money so that they could leave as quickly as possible. There were a minimum of nineteen deck screws which penetrated the RainEscapeSystem membrane which were not adhered to the rafter, each one a possible leak source, and they wanted to simply move the deck screw slightly left or right, creating nineteen new penetrations in the membrane and then apply some tape/caulk and cross their fingers that they adequately sealed not nineteen holes but now 38 holes. Everyone of those holes had limited visual and physical accessibility so there was no way to reliably confirm the holes were properly sealed. They must thought we were very stupid to be willing to except this level of shoddy repair. It may have worked temporarily, but there is no guarantee this was a long term solution. Even one of Janek D****** workers stated in front of me and our basement general contractor that he was embarrassed by the fact that nineteen deck screws were installed so poorly. If being called a tyrant because I want what I paid for, so be it. I didn't pay over $20K for a deck that leaks, I didn't pay for an improperly installed RainTrexSystem, I didn't pay for poorly installed deck screws which were not attached to the deck rafters. I won't except a shoddy repair simply because it hurts somebody feelings or involves more work than they is sufficient. This is my house not theirs, would they accept the same level of quality on their house, I expect not. We were always cordial with him and yes I got upset because there was only one method he agreed to do and that was the mention above. I have text messages that we relayed to him explaining the our current contractor would be willing to assist his crew at not cost and all Janek had to do was supply the materials and his two men. We tried extremely hard to work with and he refused. His response is and was a falsehood. We just want our money back to whom we have to pay a new contractor not 20,846.00 but 22, 403.22 a second bid was for 25,000.00 and 25,000.00 for the contractor I have remodeling my basement. The comments received from all three contractor were shock at the subpar workmanship. This is not only my opinion but others as well. I tried to as thorough as I could with not being emotional in order not to be accused of being a tyrant. Regards, ***** ***********

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