Complaints

This profile includes complaints for Trex Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Trex Company, Inc.

  2500 Trex Blvd Winchester, VA 22601-6520

• 

  Trex Company, Inc.

  PO Box 921759 Norcross, GA 30010-1759

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About a year ago we had contractor install decking. The boards are warping up at bit joints. **** wont do anything says not installed correctly. We hired a pro who knew what he was doing

  Business Response

  Date: 11/21/2024

  We have investigated the claims made by the homeowner and have determined that the installer was not a TrexPro contractor and the issue that the consumer is experiencing with the product are related to installation that did not follow Trex installation instructions. **** is not responsible for installation errors because **** doesn't provide installation services. Trex is not the responsible party in this situation, and ************** Warranty specifically excludes issues related to improper installation.  

• Initial Complaint

  Date:08/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased Trex decking and railing systems for our new home at a cost of approximately $20,000. The decking was installed by contractors who have installed this decking before and according to the directions provided. The deck has has cupped and warped and pictures were send to Trex. They refused to even look at it and insisted it was an installation error and recommended we change the way it was fastened down, We did that and put in additional support where it was warping and cupping to no avail. **** again refused to accept their product failure and just started sending auto replies to your messages. The woman we dealt with was very rude and adamant it was not their issue. Very disappointing, they would not even send a representative to evaluate. The pro desk at ***** was very disappointed in them as well.

  Business Response

  Date: 10/02/2024

  We are sorry that Mr. Mcgrath has experienced these issues
  with his decking material. To propose a remedy, we request that Mr. Mcgrath
  please send us proof of purchase of the Trex decking including the date of
  purchase. If he could also let us know the approximate date of installation,
  this would be helpful. Lastly, Mr. Mcgrath is requesting monetary compensation.
  Could he please also let us know if he has already replaced the decking and is
  therefore seeking only monetary compensation, or if his decking still needs to
  be replaced? I will also send these requests directly to Mr. Mcgrath by sending
  an email to the email address provided in the BBB complaint. Thank you.

• Initial Complaint

  Date:08/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We returned 5 unused boards to ********** for refund with pictures as requested. **** denied the refund saying the boards were scuffed. The boards were not scuffed and they are designed to be indestructible outside with a 25 year warranty. The boards remained in the same spot the HD delivery man **** left them and they were never moved in less then than 1 month. The denial of our claim is unconscionable.

  Business Response

  Date: 09/03/2024

  **** does not sell directly to consumers, therefore **** is not involved with product returns from consumers. Mr. ***** complaint is that he tried to return 5 unused board to The **********, and they were rejected. We presume he purchased the boards from **************, and that he did not meet the requirements for a refund from *************** Mr. ***** says Trex rejected the return, but this is not true. **** is not involved in the sales between ************** and its customers. Based on the information provided, this appears to be a claim regarding the return policy of ***************

  Trex checked our customer service records, and we have no record of a complaint or warranty claim from Mr. ****** Mr. ***** does reference ***** 25-year limited warranty, and says the boards were rejected by ************** due to scuffing.Again, we presume that ************** return policy includes some requirements related to the appearance of the products, but this has nothing to do with Trex or ***** limited warranty. Mr. ***** says that Trex is designed to be indestructible outside with a 25-year warranty.  We believe Mr. ***** complaint relates to ************** return policy and not the **** product warranty. If Mr. ***** is looking to make a warranty claim, then Mr. ***** must follow the process stated in the Limited Warranty. However, the ************ Warranty does not say that the product is indestructible. The ************ Warranty for decking products is attached, and includes the process to make a warranty claim. It can be found at:  ***********************************************************
  

  Warranty Claims may also be submitted on-line at the following link: *****************************************************************
  

  Thank you,
  Trex Company, Inc.

  Customer Answer

  Date: 09/09/2024

  [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: 22122322
  
  I am rejecting this response because:
  
  
  Regards,
  
  *** *****
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 09/09/2024

  My wife and I received a call from our local ********** in ********** asking for picture of the end of the 5 boards we are requesting reimbursement for. We were told that the pictures had to be submitted to **** for approval to be able to return and be reimbursed for the purchase of the boards.  We sent the pictures.  After a few days after we received a phone call from the local ********** that Trex denied return and reimbursement because of the ends of the boards being scuffed.  The end of the boards were and are not scuffed.  There is reverse finger pointing by Trex and **********.  Trex is saying that ********** made the non-return decision and ********** is saying that Trex made the non-return decision.   Could the Better Business Bureau help to determine who made the decision and appeal to the correct party?  Maybe the two parties could talk to each other?  i would also like to advise that we spent $30,000 +- for the Trex materials.  This 

  *** D ***** ************ *************************

  09-09-2024

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This was a contractor job and I want Trex to replace the defected deck boards. I sent photos to Trex company showing the proof that the Trex boards are defected.I hired ************************* from Remi Construction Interior and Exterior Maintenance company to install my deck. He started on July 1, 2023. All trex materials were ordered from ****** in *******, **. ************************* was cutting corners and did not have the correct footing, beams, and several other violations. I fired him and has a pending lawsuit with PG County court. In December 2023, I hired ************************ from Fine Fences, LLC to complete the deck. After Fines Fences completed the deck, we noticed the deck always looked stained and/or dirty. After 2 power wash by Fine Fences the deck and it still looked the same. ******* got into contact with a Trex Representative who informed him to use a dish detergent to wash the deck before he power washed it. ******* did as instructed by the Trex Representative and still got the same result. ******* reached back out to the Trex Representative for a different resolution. Trex Representative told ******* that ************************* never registered the Trex supply for a warrant on the wood. I am asking Trex to review these photos and/or come inspect the deck for a resolution. Due to the size, I have attached the photos in another email.Im sorry for the concerns youve experienced getting your Trex deck installed. Based upon all of the photos provided, I do not see any warrantable condition presented. To further assist we have included cleaning instructions and our 10-step pressure washing guide.The Trex 10 steps process has been completed 3 times by the contractor (Fine Fences, LLC) and still gets the same results. There is no **** and/or red **** in my yard. How do I escalate this to the ** and/or CEO for a resolution? The Trex boards was defected prior to being delivered and installed on my deck. Trex need to replace my deck with new boards.

  Business Response

  Date: 08/13/2024

  We have reviewed the photos provided by ******************. The deck is dirty. There is not a defect with the material. We have previously provided ****************** with cleaning instructions which can also be found at ************************************************************ in the Care and Cleaning section. We note that ****************** is seeking remedy from **************** related to construction issues. If the cleaning that was performed in accordance with our Care and Cleaning Guide instructions was not effective, then is it possible that there was cement, concrete, mortar or stucco around the deck? Such particles could get hot or wet and cause a reaction on the decking surface that would make it difficult to remove the cement,concrete, mortar or stucco. If this is the case, **** suggests using Sakrete Concrete Dissolver (www.sakrete.com/products/concrete-dissolver [sakrete.com]). BE SURE TO FOLLOW MANUFACTURERS INSTRUCTIONS when using this product.
  Dirt on the deck is not a warrantable condition because it is not a defect within the Trex material. As stated in our Limited Warranty, Trex does not warrant that the product is stain-proof and does not warrant stain resistance resulting from abrasive compounds of acidic or basic pH, paints or stains,strong solvents, metallic rust or other abnormal deck use items, and non-food and non-beverage substances, including but not limited to, biocides, fungicides,plant food, bactericides, cement, concrete, mortar, stucco and colored chalk. We hope that ****************** can find out what his deck was exposed to that would have caused it to get dirty, and we are sorry that he has had a difficult experience with the original installer, but Trex is not the cause of this issue.

  Customer Answer

  Date: 08/13/2024

  [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: 21955704
  
  I am rejecting this response because: Trex boards were defected when they were brought from Lowes.  ********************** from Fine Decks, LLC, contacted the Trex representative in regard to the Trex boards being uncleanable. ****** followed the Trex cleaning instructions and performed the cleaning process three time with the same results. Trex company is looking for excuses and some alternate way to keep from fixing this problem with their defected boards. There was NEVER NO cement, concrete, mortar or stucco material around the deck. ****** can and will testify to this matter. ****** spoke with the Trex representative and Trex is making excuses and looking for any way to blame the deck company and/or me, but they know that these Trex boards are defected. Trex is saying dirt on the deck is not warrantable, but selling dirty defected the within boards are and should be warranty. Trex is the mind reasons that I am having a defected dirty board on my deck. I am still requesting Trex to replace the defected dirty boards. I will continue to fight this battle through the BBB. I will file a case with the Maryland State Attorney Office and the *** to fight this case. Trex need to stop looking to blame the builder and/or myself because they sold me a defected full set of dirty stain Trex boards.  

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

  
  

  Business Response

  Date: 08/20/2024

  ****************** says his contractor purchased the product from Lowes and that it was dirty when it was installed. Trex does not sell product directly to consumers, so Trex did not sell the product to ******************. It is not clear to us why the product was installed if it was dirty prior to installation. What is clear from the photos, and from Mr. ******** own statements to Trex and to the BBB, is that the product is dirty. Trex did not cause the product to become dirty. There is no defect with the Trex product. Furthermore,Trex specifically and clearly states in the ************ Warranty that Trex does not warrant that the product is stain-proof and does not warrant stain resistance resulting from spilled or otherwise applied food and beverage substances which are not properly cleanedwithin one (1) week of exposure. In addition, materials not covered includeabnormal deck-use items, and non-food and non-beverage substances. Trex maintains that this condition is not covered by the ************ Warranty. ****************** should be seeking remedy from the party that caused the deck to become dirty, which is not Trex.

  Customer Answer

  Date: 09/03/2024

  [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: 21955704
  
  I am rejecting this response because: I never stated I purchased Trex boards. The contractors purchased the Trex boards from ******. Trex keep talking about the boards are dirty. I am stating the Trex boards purchased from ****** were defected when they were purchased. Trex Representative that ************************ (Contractor) spoke with stated they are defected, but because there is no warranty, there is nothing he could do. I submitted the pictures to show the defected boards. Trex is making excuses and looking for any reasons to not replace these defected boards. I reach out to Trex headquarters, and the *** made the same statement that there is no warranty to cover the defected boards, but I could file a complaint to Trex, but I file my complaint through BBB for action and a resolution. I paid for defected Trex boards and all I am requesting to for Trex to do the right thing and replace the defected boards. Trex need to make this right.
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Trex deck cost $16,000 for material and $15,000 for my contractors labor. Within the first year, all of the fascia boards were severely warping, I have two sets of steps to get to and from the deck, and the fascia boards are pulling away from, the steps as well.Trex did send new fascia boards to ****** Lumber where I purchased the material. I was hesitant to replace the fascia boards with more **** product and requested a money reimbursement. I did receive a money reimbursement. I recently was able to get a contractor to come and give me an estimate to takeoff the old fascia boards and replace it with a new product, not Trex. I found out the job will be labor intensive as both sets of steps will have to be removed, etc. The labor alone is going to cost thousands of dollars , Costing three times the amount of the fascia boards material. Trex is refusing to absorb any of the cost to rip off the old material and replace it with new.

  Customer Answer

  Date: 06/25/2024

  Trex address:Trex Company,*************************************************************

  Customer Answer

  Date: 07/10/2024

  This is an estimate of what it will cost to repair my deck from another contractor.

  Customer Answer

  Date: 07/10/2024

  This is an estimate of what it will cost to repair my deck from another contractor.

  Business Response

  Date: 09/30/2024

  On July 28, 2022, ************** ****** signed the attached Offer letter and release in which she agreed to fully release ******** any further liabilities, losses, or claims relating to the affected Trex materialin exchange for the replacement material and/or cash settlement that she received. **** made this offer out of goodwill because it appeared that the issues Ms. ****** was experiencing were related to the settling of the substructure, not the Trex material. Even if Ms. ****** had not signed the attached release, the ************ Warranty specifically excludes labor by stating in bold, capitalized font: THIS LIMITED WARRANTY SHALL NOT COVER AND TREX SHALL NOT BE RESPONSIBLE FOR COSTS AND EXPENSES INCURRED WITH RESPECT TO THE REMOVAL OF DEFECTIVE PRODUCT OR THE INSTALLATION OF REPLACEMENT MATERIALS, INCLUDING BUT NOT LIMITED TO LABOR AND FREIGHT. The ************ Warranty is attached. Therefore, Ms. ******* claim is barred by the release she signed and also excluded by the ************ Warranty.

  Customer Answer

  Date: 10/06/2024

  [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: 21895304
  
  I am rejecting this response because:
  I had no idea at the time,that to remove the defective product and to reinstall new product, the cost was going to be just as much or more than the material.
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a wonderful dealer install a beautiful trex deck in 2022. Love the deck. Hate the lights. Over the past years different lights keep going dark. You are asked to send in lights to C/S. Yes they will replace. But come top find out that Trex wiring was defective and they have now changed to a more substantial product. I was promised the new product from out local NJ rep but that was over 6 weeks ago. And nothing. Put a call into the corporate office and still waiting. It my opinion if trex was an honest company they would replace all the customers who had lighting issues with the new product gratis.

  Business Response

  Date: 07/08/2024

  Replacement lighting was provided to the customer. The wiring is not defective and the reference to more substantial product is inaccurate. Trex consistently works on product development and the replacement product is the most recent product offering. After receiving replacement product, customer requested that Trex provide a contractor to install the replacement products. However, Trex is a product manufacturer. Trex does not provide installation services. **** has been working on assisting the customer so that the customer can select a contractor. 

• Initial Complaint

  Date:05/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new Trex deck on 9/1/2022. When I started to put my furniture out for this summer on April 2024,I noticed that there were several cracks in the boards. I called the installer PerfectView Remodeling. The owner ******************* stated that I was outside my 1-year warranty with them and to contact **** directly. I tried to enter a claim and had issue so sent an email which was picked up by one of your customer service reps. **** reviewed my information and told me that they couldn't help me and I needed to work with the contractor. I called the contractor again and he is not willing to work with me. So right now I have damaged deck boards for a deck that is less than ************************** $22,000. I put in a maintenance free deck because I have multiple sclerosis and can't continue to stain or paint a wooden deck. Can someone please help me to get these boards corrected? I have all of the pertinent emails back and forth between both the Trex customer service department and the contractor that originally installed the deck.

  Customer Answer

  Date: 06/06/2024

  I have all of the information you require.  Can it be faxed to you?  I do not have a way to scan the documents.  Please let me know right away as I understand I only have 10 days to respond. Thank you.

  Customer Answer

  Date: 06/10/2024

  See attached documentation.

  Business Response

  Date: 07/08/2024

  Trex Company is the manufacturer of the deck boards. Trex does not provide installation services. Unfortunately, the installer of this customer's deck did not use the recommended screws, per our Trex installation instructions. The installer also inserted screws near the ends of the deck boards which is specifically not recommended in the Trex installation guide. Additionally, the installer added strips of material and screwed them into the outside of the deck. The strips were cut too thin, which is also not recommended in the Trex installation guide. The customer said the installer is PerfectView Remodeling. It is the installer that failed to follow installation instructions which caused the cracking. Trex is not affiliated with, and has no control over, PerfectView Remodeling. However, **** has contacted the customer again to provide assistance in obtaining an appropriate remedy for their situation.

  Customer Answer

  Date: 07/10/2024

  In your message you say that you could reach out to Perfect View Remodeling on my behalf. I have tried to work with both you and Perfect View Remodeling. ******************* who is the owner keeps telling me that the issue is with **** and they need to take ownership of it. I am caught in between and I have no recourse at this point in time. Would it be possible for you to reach out to Perfect View Remodeling and light a fire under them to help me get this resolved. Every day I am finding more cracks where the screws were installed. Thank you in advance for your cooperation.

  Business Response

  Date: 07/17/2024

  I sent an email to the customer on July 8, 2024 and a follow-up email today requesting the documents related to the PerfectView Remodeling installation. We need these documents in order to provide assistance to the customer.

  Customer Answer

  Date: 08/02/2024

  [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: 21692787
  
  I am rejecting this response because:

  I emailed them the contract and the warranty and the individual actually received and said the warranty does not have any time frame. They actually sent out an inspector to look at the deck on 7/31/2024 at 4:30 PM. He said he has never seen spider cracks like that before. I feel like Trex should take responsibility and fix my deck. It appears to be a problem with the materials.
  
  
  Regards,
  
  ****** Page
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/14/2024

  We have replied directly to Ms. **** to resolve this matter.

  Business Response

  Date: 08/23/2024

  We have reached an agreement with Ms. ***** This matter has been resolved.

  Business Response

  Date: 09/03/2024

  Please update your record. This matter was fully resolved to the customer's complete satisfaction. Trex provided replacement product and assisted the customer with getting the installation issues resolved. Attached is the email from the customer thanking us and signing a settlement and release agreement. Thank you.

  Business Response

  Date: 09/03/2024

  Please update your record. This matter was fully resolved to the customer's complete satisfaction. Trex provided replacement product and assisted the customer with getting the installation issues resolved. Attached is the email from the customer thanking us and signing a settlement and release agreement. Thank you.

  Business Response

  Date: 09/03/2024

  Please update your record. This matter was fully resolved to the customer's complete satisfaction. Trex provided replacement product and assisted the customer with getting the installation issues resolved. Attached is the email from the customer thanking us and signing a settlement and release agreement. Thank you.

  Business Response

  Date: 09/03/2024

  Please update your record. This matter was fully resolved to the customer's complete satisfaction. Trex provided replacement product and assisted the customer with getting the installation issues resolved. Attached is the email from the customer thanking us and signing a settlement and release agreement. Thank you.

  Business Response

  Date: 09/03/2024

  Please update your record. This matter was fully resolved to the customer's complete satisfaction. Trex provided replacement product and assisted the customer with getting the installation issues resolved. Attached is the email from the customer thanking us and signing a settlement and release agreement. Thank you.

  Customer Answer

  Date: 09/05/2024

  I am rejecting this response that this has been completed. I have been in contact with **** directly and they are supposed to be getting materials to have my deck corrected by a certified Trex pro. I currently do not have a date of when this will be done and cannot certify that this has been completed until the damage deck has been replaced. I am truly at a loss. 
  
   Complaint: 21692787
  
  I am rejecting this response because:
  
  
  Regards,
  
  ****** Page
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dispute is that this material is so slippery I fell and I am 68 with cancer, my dog had to be put to sleep as she also fell and hurt her back. She was my service dog older with cancer and the Chinese splits was her demise. My contractor slipped and my other dog has slipped several times. Their solution was to put a coating on it, but was reminded that would effect my warranty. Even with the gap being set as listed in their manual the material swells when it rained and froze causing raising between the random cut boards and yet the spacing didn't change. I sent pictures showing that the ends they requested to cut prior to installation were flipped up also. I used tape as they requested as the gaps are so big that debris fills up. My deck is 16x40 with 2 sets of steps has fascia 2 8" rows going around it and their railing system. At the present time I had to lay outdoor rugs on the surface to allow my dog to go out. I have gone around and around with the person that I contacted from Trex and am hoping you can assist me. There forms are way to difficult to fill out. Why do I have to do extra's to resolve the horrible material that is so defective. Tape, rugs which they say will affect my warranty also!! I do need help here please to get my money back and have this dangerous material replaced. Sending pictures with tags of the leftover boards that were cut off showing the ends come flipped from the manufacture prior to cutting ends off as required. Also pictures of my boards with first cold spell flipping up and swelling out despite the fact that the gap is still open. According to Trex they expand in the heat and this was a winter rain and freeze in the NW.  *****************************

  Customer Answer

  Date: 02/03/2024

  I wanted a refund apparently I missed that part. 

• Initial Complaint

  Date:11/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought Trex Island Mist composite at the beginning of the year with plans to build a deck during the summer. Unfortunately due to family tragedies we were not able to start on the deck until late fall. When we got about moving the decking onto the joints we noticed most of the boards were raised at the ends and a few were a little warped in the middle. We had never really checked them over well when we got them, but considering the price and that this is their best line of product, we assumed it would be better quality. Well when I first contacted Trex they said to take all these pictures and measurements, which I did, and I sent them in. I was told thank you and they will be passed on to the warranty department and they will start the claim. Well I heard back a few days later and was asked to take more pictures, including one proving I own the house. The next day I was contacted and told they were rejecting my claim for some new boards because they could he fixed and still used. I was told I needed to buy a Bowrench and that would solve my problem. My first response was why do I have to do anything to fix an issue with your EXPENSIVE PREMIUM product? And besides the tool costing over $100 to purchase, not one of the stores, ***************** **** ******** none of them carry a Bowrench. So I have a deck waiting for boards and because Trex arbitrarily decided they were not going to honour and stand behind their product and even I was going to try and work with their faulty product, I cant get the tools and they wont sent me the resources to get the job done. I have sent two additional emails after they rejected my claim and I have not heard a word from them.

  Business Response

  Date: 12/06/2023

  We have spoken to ************************ and have offered him (5) 16' replacement boards, and will be sending him a formal offer letter.  We believe this will resolve this claim.

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trex Transcend Tree House 1x12 fascia was installed as part of a deck replacement project in early 2017. From the first year of installation, the fascia has deformed to the point where the warping and bowing is unacceptable. During the first year, the contractor made multiple trips to attempt to stop the warping of the fascia. I finally filed a warranty claim with Trex when it became obvious that the fascia could not be fixed. Within days of submitting the photos, Trex denied the warranty claim citing improper installation as the reason. The customer service representative stated requirements for the installation to include spacing screws every 12 inches even though Trex's own published Decking Guide specifies screws every 18 inches. In addition, the usage of construction adhesive was recommended. I subsequently provided additional photos showing that the fascia was still warped when screws were installed every 12 to 16 inches, which is less than the instruction guide states. I can only assume that Trex has experienced problems with its fascia material when installed according to its published guidelines of 18 inches and instructed the customer service representatives to quote a 12-inch distance as a reason for denying warranty claims.Trex made the determination to deny the warranty claim without actually sending any representative with a technical background to inspect the fascia material and observe the significant warping and deformation firsthand. As a degreed engineer, it is clear from my experience and classes in physics, strength of materials, engineering, thermodynamics, etc. that the Trex fascia material is not suitable for the environmental conditions of my deck. It is apparent that Trex Transcend fascia cannot tolerate cool evenings and direct sun exposure without deforming. The contractor has advised that he agrees with this observation and has ceased using Trex as fascia material for his projects.

  Business Response

  Date: 09/27/2023

  The homeowner's fascia was installed using deck screws and not fascia screws.  In our 2017 Installation Guide, it says "Use three Trex recommended composite decking screws every 12 inches."  The 18" reference is for fascia fasteners.  The screws appear to be all over the place on the installation, along with no gapping where the boards meet end to end.

  We have attached the relevant page of the 2017 Installation Guide.