ComplaintsforGreen Bay Decking LLC
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Complaint Details
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Initial Complaint
07/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased and built a home with **** Homes in 2017 and a composite deck was installed by this company according to **** homes. They told me to contact the manufacturer since it was a lifetime warranty as I have 3 boards cracked- literally one is cracked in 2 and one board has a hole in it where my Pellet Grill sat. I don't care about the discoloration as much as I do the composite deck falling apart. I have emailed the company via the warranty ticket on 7/5/23, I did not receive a response so I emailed again and attached pictures on 7/12 still nothing so on 7/14 I called and was told someone who reach out to me which they have not. This company does not respond back to emails or return calls regarding their warranty. The sad part is I work for a homebuilder and I am so glad we use Trex because this company WILL NOT follow up. I have also contacted **** Homes about their lack of follow up when a homeowner has issues.Business response
08/17/2023
To Whom It May ************** DuxxBak Composite Decking, we pride ourselves on delivering quality products and standing by our warranty. We are truly disappointed to learn of the recent concerns expressed by a customer regarding our product and customer service.
We take these matters seriously and have already begun an internal review to understand where the breakdown in communication occurred. We have opened case *********************************************************************************** line with our warranty to rectify the situation.
In addition, we are reviewing our customer service protocols to ensure timely responses in the future, and we appreciate the Better Business Bureau's role in holding us accountable to the high standards we set for ourselves.
Thank you for bringing this matter to our attention. We are committed to resolving it to the satisfaction of all parties involved.Customer response
08/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Once I receive a call & solution to this problem I will close this case. While I do appreciate the letter acknowledging that no one responded to my complaint, I will need to wait and see if anyone actually follows through and contacts me to come and see the issues Im having with this deck.
Regards,
*********************Initial Complaint
07/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a composite deck ("*******" product) on our new house. One of the boards split open and needs replacing. I sent pictures to my home builder, **************** Homes. ********************* arranged for factory rep. to inspect and replace. ******************* (******* Sales Rep) and *************************** (****** Lumber Rep) came to my house, inspected and took pictures of split board. They agreed that it was defective. ******************* suggested I file a warranty claim for defective product. I filed a warranty claim with pictures and waited for about 2 weeks but got no response. I called company headquarters in ********* to find the status of my claim. I was told to call ******************* (National Sales Manager) for assistance. After much effort I got in touch with him. He agreed to replace the board. After 2 months of waiting, nothing had been done. I've called, send text messages, but have not received a response back. Green Bay Decking hasn't agreed to anything in writing and hasn't responded to my phone/text requests to resolve this warranty claim. I am requesting that they agree in writing to provide the necessary materials and labor to replace the defective board within 60 days.Business response
08/10/2022
see attached
There are installations problems that resulted from installtion causing one board to crack
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.