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Complaint Details
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Initial Complaint
05/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We hired ********* to build us a quality deck made of Trex product. Construction started July of 2021. The total cost of the deck is over $40,000.00 The deck build time was off due to the fact that according to ********* they had 9 worked all walk off the job in one day to "start a competing company" according to ***** our project manager. We believe this may have contributed to the quality of workmanship on our project. We did not have workers familiar with installation of Trex. As colder weather came, some of the boards on the deck started to lift. Also, due to inconsistent cut lines where boards meet, we have lifting there as well at the cutlines. The screws on the deck are not properly placed nor did they use the type according to Trex. Many places where they placed screws are now welting around the s**** and cracks and chips at the s**** are concerning. When ********* refused to admit that their poor construction was causing the issues we filed a warranty issues with Trex, thinking that the lifting of the boards and warping of boards is a Trex issue. Trex had us send them over a dozen photo's and we were told by ******************************* the Trex claims agent that ********* did not build the Trex Deck according to their directions and because of that, we have no warranty with Trex as ********* did not put the deck together according to Trex standards. We have a claim number with Trex. Claim#******* ********* was recommended as a "Pro Builder" on the Trex website so we felt confident they would give us our dream deck. Also, the wrong kind of screws were used as well according to Trex guidelines. They were to use composite screws and they did not. We have a residential business, the deck is out front where hundreds of people walk past and see the deck. We were hoping for a show piece, something to be proud of and we did not get that. As of this date, ********* has not addressed or responded to our concerns. We left VM's and emails as well with no response.Business response
07/11/2022
The issue has been addressed with client
The manufacturer (Trex) will provide new material, Deck guru will cover labor cost.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.