Business ProfileforTrex Company, Inc.

In July 2016 we purchased Trex Transcend decking in Spiced Rum and Lava Rock. We were replacing our 25yr old Redwood deck. It cost us $19,998.53 just for the materials. At the time Redwood would of been half the cost. But we were assured that Trex with it's 20yr warranty was worth it. The deck is now 7 yrs old and parts of it look worst than our 25yr deck did prior to replacing it. Last summer the deck started to show a whitish appearance on some of the boards. I cleaned them as suggested on the website but they didn't look much better. This summer more of the boards are affected with this white cast. And now I'm concerned.I contacted Trex customer service looking for a way to revive the color. Was told we had to make a claim which I did. I took pictures to show what I was concerned with. After making the claim I called back and spoke with *****. She received the claim and pictures. ***** stated by the pictures it was because of the LOW-E window that likely caused the problem. I asked how my window with dark screens can cause this problem 30ft away. It didn't matter because we had the Low-E window and she was going to close the claim. I asked if someone above her was available and she stated NO. It was up to her alone to accept or deny my claim. I asked where in the warranty is it stated that Low-E windows could cause a problem and void any claims due to discoloration. She stated that it was in the Installation Guide which she sent me a copy of pg 23, in the lower left hand corner is a small paragraph. It stated it could reflect more sunlight causing extreme heat which could cause charring. Nothing about this problem voiding the warranty and no suggestions on how to prevent charring was on pg. 23. I requested the transcript of our conversation for my records 2 times and I will for a 3rd time after I complete this complaint. Trex has not been transparent with the warranty. Low-E windows are very popular this should become a Class Action Law Suit.