ComplaintsforTrex Company, Inc.

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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.

  Customer response

  07/15/2023

  --------- Forwarded message ---------
  From: *** <***********************>
  Date: Sat, Jul 15, 2023 at 5:23 PM
  Subject: Complaint #********
  To: [email protected] <[email protected]>
  
  

  Trex has reached out to me with a settlement and Agreement Letter. 

  I am accepting the offer.

  I'm letting you know that Trex has resolved my complaint as long as they follow through.

  
  

  Thank you for your help,

  *****************************

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ordered top of line trex lineage Biscayne (they advertise as most popular) color, send me completely 2 different colors. Warranty department tells me its within their tolerance. They tell me the color in the back is the correct color yet all of the trim boards are the darker color. Took over a week for claims department to get back and is holding up my entire summer project. im lucky if this is done by September. Furthermore, trex only offered to send out new boards (only the darker section) with a small credit ignoring the fact i now have to pay for extra labor to rip up, dispose and install new boards!

  Business response

  07/13/2023

  We have reached a resolution with the homeowner.  

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 2022 we installed Trex fencing. Trex advertises that it's product is suitable in any climate and has a 25 year warranty. However, our Trex fence didn't even last one winter. Our cabin is located in Truckee, CA and we get considerable snow in the winter. The fencing brackets couldn't withstand the snow load and broke, resulting in a lot of damaged fence. When I filed a warrantee claim, I was told that snow is considered an Act of God and is therefore not a warrantable condition. I tried to respond back by phone and email to get clarification but received no response. I don't understand how snow at 7,000ft is considered an Act of God as it is known to happen every single winter. I also don't think they should be able to advertise that their product is suitable for any climate if it cannot withstand a typical mountain snow load.

  Business response

  07/14/2023

  Trex Fencing is designed and manufactured to withstand reasonable weight loads.  Notwithstanding, it is possible for extreme amounts of snow to cause the weight load to be such that a failure can occur.  It is also possible that there were installation issues that caused the fence to fail.  In any event, under our Trex Limited Warranty, which I have attached, our warranty clearly excludes "Acts of God", which snow would be considered.  

  Customer response

  07/17/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 1.  Trex has refused to provide a definition for the term "Act of God" which it is claiming as the reason why the warrantee is not liable. " In any event, under our Trex Limited Warranty, which I have attached, our warranty clearly excludes "Acts of God", which snow would be considered." I contend that snow in the winter in Truckee CA  does NOT meet the insurance's definition of an "Act of God" as snow is anticipated and expected in Truckee every winter.   
  
  2. Trex's claim that "trex fencing is suitable for all climates"  is clearly false advertisement if any amount of snow voids the warrantee.  Trex should be held to account for claiming its product "is suitable for any climate" if the fence cannot handle any snow load.  

  Regards,
  
  ***************************

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First, I've been a builder and doing design for 40 years and have an extensive background in building, architecture and engineering. So no stranger to any of this. Purchased Trex decking 2nd generation material 2016, built sub framing structure per Trex requirements. Deck planks started to CUP in the long direction, not deflect, there if a difference. Reported to Trex warranty dept. They declined my claim based on the gap at the end of the boards. Their first claim was on my framing where there were corrected by the pictures I sent of the framing. Again, I'm a builder why would I cheat on my own deck!!! Their review at best was based on pictures and no engineering data to support their position. I asked for it, never sent. Their claims manager has no experience in building or engineering and ret direction some other unqualified person. Simply put, this warrantee department is clueless and when its like that professionals like me wonder more about the integrity of this company's and service. The fact is this material has no reason to CUP in 6 '' dimension direction ( across the board) other than the stress on the lower groove lip that the concealed fastener places, therefore allowing the upper edge of the groove to CUP approx. 1/8'' allowing water to pond and therefore freeze creating a safety hazard. They claim that there fractions of an inch tolerances need to be met, really? If you're off by 1/16'' all boards CUP.. HAHA good one. Their denied claim is completely unsupported to any response they will respond to this complaint. Furthermore, this product even when flat does in fact allow water to freeze on it creating a hazard conditions and therefore should be removed from any used where freezing temps exist. As a professional stay away from this decking material and company if you are concern that their claims department is flawed as I witness. This material is not proficient enough to be used in cold weather and really questionable on it performance. 

  Customer response

  04/13/2023

  SEE ATTACHED 

  Business response

  05/24/2023

  Our Consumer Relations Department reviewed the photographs provided by **************** and determined that the issues with his deck are being caused by insufficent gapping at the time of installation.  Unfortunately, due to that, we denied ************************** claim.  

  Customer response

  06/06/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  ---------- Forwarded message ---------
  From: *********************** <***********************>
  Date: Mon, Jun 5, 2023 at 8:07 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Dispute Resolution Team <[email protected]>
  

  
  Again they stated a false statement due to no proof other than an obscure photo which determines nothing for material to curl in the short dimension. They cant produce engineering data that proves this material curls in the length of both sides of all boards. Material expands and contracts that is what the  gap is for. If the gaps were too close my fascia boards would be popping off all over, that isn't happening. 

  We believe the defect in this material is that the top side grove has no force holding in down therefore it can only curl up. The bottom of the grove has force on it with concealed fasteners,  applying pressure to that bottom grove to the joist below. This pressure allows the upper thin  lip of material to curl up just enough to cause ponding. 

  
  

  BBB please push this matter for a refund. Its defective material.
  

  
  Regards,
  
  ***********************
  

  Business response

  06/06/2023

  We disagree that the Trex boards are defective in any way.  However, as a matter of customer goodwill, Trex will agree to provide replacement boards to *** ****** under our Trex Limited Warranty.  Our Consumer Relations Department will be reaching out to *** ****** to arrange for the replacement product.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm basing this complaint on the facts The Trex deck was installed on or about 3/8/2018. It is 14X24 feet. A Trex approved contractor *** **** *********** ******* did the job **** ******** **. New Bern, NC ***** ********** In August 2022 while home with an injury I noticed bad fading on the deck. It appeared in front of the storm door and the sliding glass door. I gently cleaned the whole deck with soap and water suggested by the Trex Guide. After the deck dried, the fading was still there. I called the contractor and left numorous messages with no answer back. I then lodged a complaint with Trex on August 25th # *******. On September 6 I received a reply back by ****** **** with suspected actions that accused me of fault by using a rubber backed rugs and having Triple E glass on the sunroom windows causing the fading. Therefor the 25 Year warranty does not apply. This didn't make sense to me. I checked the warranty care guide supplied by Trex with NO mention of such accusations. I told her its unacceptable to not work with me. I asked to talk to a supervisor. I received a call back from ******* ******* a Trex Supervisor, I told her my complaint and that no one even came and looked at the damage. The pictures I supplied are what they based their conclusion on. I was very upset. I requested 10 1x5.5x16 Beach Dune Trex Enhance planks to replace the Trex boards that had faded. She continued to agreed with her employee and denied any compansation to work with me. I offered to pay for delivery and installation and asked she'd meet me half way by supplying the material. She would not budge. I need your help. ****** ******* 

  Business response

  02/09/2023

  We have reviewed the file.  The fading on ********************** deck is caused by the placement of a rubber mat and the Low-E glass windows.  We have notes in our Installation Guides that rubber mats can discolor the deck and that Low-E glass can char the surface.  The matters ****************** has raised with us are not caused by defective Trex material, and therefore we cannot cover them under our Limited Warranty. 

  Customer response

  04/06/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  February 18, 2023 
  
  Dear Dispute Resolution Team, 
  I truly appreciate your help with this complaint. What the Trex Company replied with is not true. I was never supplied " notes in an Installation Guide" nor would I be since I used their trained Trex contractor for installation. I was supplied with a warranty after the installation that has NO mention of "rubber mats prohibited" or building a deck off a sunroom that may have " Low-E glass charring the surface". This is a issue that the Trex Company should address with their Trex certified installer. 
  I stand by my request for compensation of the damaged Trex boards and ask that Trex reconsider my request of replacement of boards. 
  Thank You, 
  
  

  Business response

  04/07/2023

  The pdfs appear to be blank. 

   

  Business response

  04/13/2023

  Our Installation Guide and Care and Cleaning Guide, with the notes on rubber mats and Low-E glass, are available on our website. Our TrexPro Contractors are independently owned and operated, and we cannot always insure that they direct their customers to review the materials available on our website.

• Initial Complaint

  11/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted for a replacement decking (old was **********) and railings using new Trex decking / railings in July 2022 with a local contractor. After some delays, it was finished on Oct 11, 2022. The installer guy and his assistant washed down the decking to remove any dirt. I arrived home after a few hours later and noticed that water seemed to be laying in spots on the boards. It seemed that the water should have already been evaporated since it was quite warm. The next day, I called the contractor because there was a couple of small items that needed to be addressed. They sent out the install guy and he fixed the items I had questioned and we spoke about the water laying on the boards. (It was still laying on there) He stated that he thought it was kind of unusual that the water was laying (cupping) at the edges of the boards. It was then I started writing emails to the contractor about this problem. I didn't think it was a problem with the installation but rather the actual Trex boards themselves holding the water at the edges as if they were "cupped" (edges higher than the middle of the boards). After many emails back and forth with Trex (and copying the contractor),and sending pictures showing the water laying after raining, Trex sent back a request that we lay a level on the boards in several places and take pictures showing the water laying. It was obvious that the boards were "cupped" so that the water would stay at the edges until finally evaporating. Trex Company then issued an email stating that they felt it was the contractor's fault with the framing. There is no problem with the framing as anyone could see that it was the boards that were somehow "warped" or cupped that left the water laying. It is my concern that this water will freeze in these spots and become a hazard, especially when I explained to Trex that these spots of frozen water/snow would be a problem when emergency people come to my house (which happens often). I have lots of pictures.

  Business response

  11/30/2022

  The homeowner has made a claim alleging that water is pooling on his deck.  He alleges that the boards are "cupping."  He has sent us photographs.  We have reviewed the photographs, and we believe the problem relates to the substructure of the deck.  It appears the water is pooling along a joist in one area, which suggests an uneven substructure.  The homeowner has sent us photographs with a level lying on the boards.  In some of the pictures, the level is not touching a board at all, meaning that the boards are lower than the adjoining boards.  In some photographs, the level is even accross the board, showing no cupping.  The homeowner also sent us photographs of water on his deck, and in these pictures, it appears the water is evenly distributed accross the boards.

  We don't believe the boards are defective in any way.

  Customer response

  12/04/2022

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Both the installing contractor and myself have seen that the water is cupped on most of the boards. There is nothing wrong with the substructure as stated by Trex Co.  The previous decking never had water laying like this decking does. If you examine the pictures (which I have more of), there is no way you can come to any other conclusion other than the boards themselves are "cupped" and that is why the water is laying.  I have read reports on the internet where others have complained about the same thing (cupping, water laying). So, I do NOT agree with the finding and wish to continue further with this complaint.
  
  Regards,
  
  *********************
  

  Business response

  12/27/2022

  We disagree with *******************'s position that the decking product is defective.  We have stated our position in our previous response. 

• Initial Complaint

  11/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On November 17th, 2021, I purchased a large quantity of TREX Transcend Rail Kits after consultation with a ***** Pro Representative, regarding options available. The purchase was made from the TREX catalog, and was special ordered by ***** on our behalf. The purchase was to complete the construction of an ongoing new construction Project with columns and posts spaced 6ft (72inches apart). Specifically, qty15 6kits and qty1 8 kit. Copy of order attached. The materials were special order. Once they arrived, they were stored ready for installation. In July of 2022, installation was to commence. However, when attempting to install the first 6 kit it was noted that the length was short of the 6 (72) as represented in description and packaging (multiple places on the packaging, with photographs attached) and as such could not be fitted. On further investigation, it was revealed the rail lengths were only 67.5” or 4.5 short of the advertised and labelled length. The same is true of the 8'kits. They are in fact short by 4.4"Both the 6' and 8' kits are clearly labelled as such, in large My only remedy was to special order additional 8 length kits and discard almost 2 of railing. This caused a serious delay in the Project as I awaited another special delivery. It was also accompanied by significant cost as the 8 kits were over $100 more expensive than the 6 lengths I had anticipated using. I contacted TREX multiple times for assistance in resolving the issue and have been met with resistance.

  Business response

  11/29/2022

  The consumer has complained that our railing sections are shorter than noted on the packaging.  For example, he notes that the 6 foot railing section is only 67.5 inches long (and is therefore 4.5 inches short).  The use of "nominal" measurements is common in the industry for railing.  The railings are labeled "6 ft. x 36 in", but the actual length measurement of 67.5" is noted clearly on the package.  The reference to 6 feet in this case means that the center of the posts can be 6 feet apart.  Given that posts are generally 4+ inches in width, and the railing section attaches to the side of the post, the railing length of 67.5 inches will work with the posts 6 feet apart.  This fact is well known among contractors and "do it your selfers".  

   

  Customer response

  12/13/2022

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  

  ---------- Forwarded message ---------
  From: ******* *** **** ******* <*******@*********.net>
  Date: Mon, Dec 12, 2022 at 9:58 AM
  Subject: TREX complaint ********
  To: [email protected] <[email protected]>
  

  
  

  To whom it may concern,

  
  

  In response to TREX comment -  "The consumer has complained that our railing sections are shorter than noted on the packaging.  For example, he notes that the 6 foot railing section is only 67.5 inches long (and is therefore 4.5 inches short).  The use of "nominal" measurements is common in the industry for railing.  The railings are labeled "6 ft. x 36 in", but the actual length measurement of 67.5" is noted clearly on the package.  The reference to 6 feet in this case means that the center of the posts can be 6 feet apart.  Given that posts are generally 4+ inches in width, and the railing section attaches to the side of the post, the railing length of 67.5 inches will work with the posts 6 feet apart.  This fact is well known among contractors and "do it your selfers".  

  
  

  
  

  "...common in the Industry" is not a true statement. As an example the attached link to a ***** rail section clearly states 6ft means 6ft. *********************************************************************************************************************************************  In cases of other manufacturers (not TREX) where the rail sections must be used with posts of a certain dimension, and post spacing  it is made clear in the description. None of the TREX advertising, or packaging describes the minimum post size, or spacing. The claim of "... noted clearly on the package." Is disputable. It is listed in only 1 place and in small black letters whereas. 6ft and 8ft is in large red letters on most faces of the packaging. TREX claims posts are "... 4+ inches" whereas the minimum post size must be at least 4 1/2" inches and mounted no greater than 6' on center, again facts not made clear vby TREX.  The final TREX statement "This fact is well known among contractors and "do it yourselfers"".  This statement, even if true (which is disputable), does not relieve TREX of its obligations to describe and label their product clearly, for those who may not be aware of this well known fact.

  
  

  Per the complaint as submitted.  The description and packaging is not clear on the dimensions and requirements for spacing and post sizing.
  

  
  

  Regards ******* *** **** *******

  
  

  ******* *******
  

  
  Regards,
  
  ****** *** ******* *******
  

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We installed Trex decking in June 2020. The company claims their product is no/low maintenance. My decking has a faded look. They claim the product will not fade. I reached out to the company and submitted photos. They said it was dirty and gave cleaning instructions. We cleaned the decking numerous times as directed. The problem persist. The representative I spoke with, ********************* informed me this was hard water staining. Potentially environmental or from our home water source. They claim the product is waterproof and have warranty against staining. However, nobody with the company will help me. Our decking is 2 years old and looks awful! We know others with this decking and theirs does not look like this. They live in our neighborhood, have the same water source and have not had this problem. It seems as though our decking has a defect and was not sealed properly. However, Trex is unwilling to help us in anyway. Photos attached show our deck in its original state in photo one. The rest of the photos are as it is today. You can see how much the decking has changed. I also included what we had paid and purchased for the decking.

  Customer response

  11/08/2022

  ---------- Forwarded message ---------
  From: ********************* <*************************>
  Date: Tue, Nov 8, 2022 at 7:34 AM
  Subject: Claim number ********
  To: <[email protected]>
  

  
  

  Per your request below are the Trex warranties. 

  
  

  ************************;

  Business response

  11/11/2022

  We believe the stains on ******************'s deck are caused by hard water.  We provided instructions on the best way to clean this.  A copy of our instructions is attached.  **************** refers to our warranty against fading and staining.  There is no evidence of fading, and our warranty on staining only applies to stains from food and beverages.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: September 9, 2021 Amount paid to **** ********: $16,000 What **** ******** committed to provide us: A maintenance free long lasting Trex deck with a 20 year warranty because we used Trex premium product Nature of Dispute: Bottom step is split on two corners where was a nail installed to attached decking. This defect did not show until winter time when cold weather caused it to appear. There is no way the product will now last with the split for 20 years and hold up to the weather. Has business tried to resolve issue: We reached out to **** ******** several times and was assured by ******* ****** multiple times that he would be out to fix the step and has never showed up and is now not returning correspondence. We also reached out to Trex, receive a claim #*******. They said **** ******** was one of their premium partners and they would reach out on our behalf to resolve the issue. They asked for 16 days to get in touch with **** ******** and insured me that after 16 days, if no response they would move forward in a different way to resolve issue. We called back after 16 days and spoke with Caitlin Williams same person as original conversation and was told there **** ******** & Installations Co 25 Halina Way, Kunkletown, PA 18058 If you have any questions or concerns, please contact the BBB assigned to your complaint: BBB serving Metro Washington DC, Metro Philadelphia & Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington, DC 20005-3404 (202) 393-8000 Better Business Bureau® 8/25/22, 10:35 AM File Complaint against **** ******** * ************* ** | Better Business Bureau ******************************************************** *** was nothing Trex could do as **** ******** is an independent contractor. She did not let me know if they spoke to **** ******** or not. We have text messages and pictures with communications with **** ******** and Trex about this issue. We are asking to have the step board replaced and neither company is stepping

  Business response

  09/12/2022

  Our Trex sales representative, has spoken with **** ********, and **** ******** has said that they will come back to **************'s home to replace the step. They are attempting to schedule the date of repair with **************. Our sales representative will follow-up with **** ******** to make sure they schedule and complete the repair. 

  Customer response

  09/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Penn Builders contacted us Tuesday, September 13 and advised they would be out next Wednesday, September 21 to replace the cracked boards on the deck.  Our fingers are crossed he shows up.  Thank you for your assistance. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  03/15/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  My Trex decking is cupping and holding water. In winter a sheet of ice. Contacted Trex, they asked me to send pictures which I did. No representative come to look, only wanted pictures. End result was Trex told me it was installed incorrectly. What they told me that the installer didnt do, would have no bearing on cupping. What they said wasnt done was to toe-nail screws on iHeart sides of the board ends. There is no way you could see that from pictures. And toe-nail was for climates where the board would expand and contract frequently. The cupping is throughout the boards

  Business response

  04/08/2022

  We have conducted an inspection of **************'s deck, and should have the report back shortly.  We will respond to him accordingly.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩