Complaints

This profile includes complaints for Fiber Composites, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fiber Composites, LLC

  181 Random Dr New London, NC 28127-8735

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  Fiber Composites, LLC

  198 Random Dr New London, NC 28127-8735

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:06/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Fiberon warranty claim #**** has been submitted; after several communications with ***** ******** without resolution I requested claim to be escalated per chain of command on 5.6.2025 but did not get a response.Year of transaction was 2010 when I purchased Veranda gray composite boards with a 20 year warranty. Around ****************************************** the color between individual boards as well as flaking and inconsistencies with the roughness of the boards which I did not think appropriate for 7 year old boards. I filed a warranty claim mid 2021 as the problem continued to worsen exponentially. The claim was denied because some of the issues were due to improper installation, however, the roughness and fading had nothing to do with installation but fiberon failed to acknowledge this. Come 2024 I had several bids for replacement decking which I was told regardless of how this was installed this crumbling effect of your boards should not have happened. With that information I reopened my case and I was told by a fiberon employee that he couldnt talk about it but that they had improved their boards since then. He referred me back to ***** but my claim was still denied in whole. I wish to be reimbursed for the untimely wearing of my deck surface.

  Business Response

  Date: 06/30/2025

  Thank you for bringing this concern to our attention. 
  We received Mr. ******** claim #**** on June 7, 2021, and after review of the concerns noted of the material performance, the attached letter ******, ******* ************** Setback- fading-surface tears) was provided to him on June 11, 2021 along with the attached 2007 Veranda Decking Installation Instructions and the 2010 Veranda 15-year warranty in effect at the time of purchase. The letter detailed that concerns with the cracking and splitting of the material were related to improper installation of the material in failing to meet the required fastener setbacks, that fading was not a warrantable concern, and that surface tears were in line with expectations for the age of the material. We did make a recommendation to apply a topical stain or sealer to address the color concern and this also would have extended the performance of the material. The final disposition of the claim advised we were not able to grant a claim for the material.
  In March of 2025, Mr. ****** sent updated photos and asked for a secondary review, and after evaluating the submitted photos, it was determined that our original disposition remained to be valid, and if our recommendations had not been followed 4 years earlier, then additional deterioration was to be expected. We advised that we remained unable to grant a claim for the material due to improper installation and unwarranted concerns. 
  As of today, this position remains in effect and we are still unable to provide any relief under the warranty as the issues are either not covered or are a direct result of failing to follow the installation instructions. 
  Please let us know if we can offer any additional information. 

  Customer Answer

  Date: 07/01/2025

   
  I am rejecting this response because:

  1. Warranty is 20 year for Armorguard. Issue reported 6/2021 - 11 years into warranty.

  2. Company claims 20 year no fade warranty.

  3. The purpose of composite is so you don't have to restain like wood needs to be.

  4. A Fiberon employee divulged that this earlier product was substandard and has since been modified.

  5. Contractors have stated they have never seen anything like this.

  6. I respectfully request a Fiberon representative visit my site.

  
  

  Business Response

  Date: 07/07/2025

  Thank you for sharing Mr. ******** response, but we must advise that he has a misconception concerning his material coverage as noted in his response. He has advised that the Veranda ArmorGuard decking carries a 20-year warranty and that it is also warranted against fading, which is correct. However, the product Mr. ****** purchased is not the ArmorGuard decking as the ** decking was not offered until spring of 2011, nearly a year after his purchase was made. Therefore, his assertions about the warranty and the coverage applying to his material are incorrect. The product installed on his project is the Veranda Color Match decking, which is an uncapped composite material, not a plastic coated one like the ArmorGuard. 

  Mr. ******** Color Match decking carried a 15-year limited warranty in 2010, which we have previously provided a copy to Mr. ****** and a copy was also attached to our previous response. It did not cover staining or fading of the material, and was also specific that the material must be installed according to our instructions in order to be valid. His coverage in place at the time of filing his claim just before the 11th year since installation was past would only have been at 60% of his original purchase, and again, this would have been reliant upon the material being installed according to our instructions.

  We appreciate the opportunity to correct this misconception and hope this information serves to provide a better understanding. 

  Customer Answer

  Date: 07/10/2025

   
  I am rejecting this response because:

   

  -my purchases were made through 6/2011

  
  -Several of these issues are irrespective of install such as mold, vertical and horizontal cracking, separation of boards lengthwise, uneven fading, excessive scaling  which has been noted to have led to successful lawsuits and recalls.

  
  -site visit requested for complete evaluation
  

  
  

  Business Response

  Date: 07/15/2025

  Thank you for once again providing the consumer's response to the complaint. We have reached out to a third party inspection agency, **********, and have requested that they perform an inspection on this project. The inspector should reach out to Mr. ****** direct in the next 2-3 weeks in order to schedule the site visit. He will be there to gather information, photos, measurements, etc. and will not offer any resolution at the time of the visit. He will be there to act as an independent agent only and will report their findings and provide us with photographs and details after the inspection is complete. We will provide an additional update to this complaint upon receipt of the inspections results. 

  Customer Answer

  Date: 07/18/2025

   
  Better Business Bureau:

  As Fiberon has agreed to a site visit by a representative,
  this resolution is satisfactory to me at this time.
  
  Thank you. 

  
  

• Initial Complaint

  Date:10/29/2024

  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.

  On June 1st 2024 I ordered approx 84 Fiberon deck boards from ***********I returned 37 damaged deck boards on Aug 23, and couldnt find undamaged replacements at the store. Most of the boards had defects.I decided to special order the replacement boards (at a higher cost) to ensure the boards came directly from Fiberon. After receiving and inspecting the replacement boards, I found 28 of the 35 were either; scratched, damaged, defective, or both.Fiberon required a rigorous warranty claim for the refund of the scratched boards. Part of the claim process, I had to spend around two hours taking pictures of the scratched and defective boards (in addition to the time i spent inspecting the boards).Ultimately I was refunded for the damaged boards; however I was still mid way through my deck project and without boards to finish. Additionally, I had to alter my initial design to accommodate for the lack of boards and keep the project going with the remaining unscathed boards on hand.I didnt realize this at the time; the alteration (based on the inconvenience of damaged boards) changed my planned length requirements. I now needed (15) 20 foot boards and (12) replacement 16 foot boards.After going back and forth with **********, the assistant store manager personally pulled (12) 16 foot boards from inventory, and told me to order the (15) 20 foot boards when i picked them up. Upon inspecting the carefully pulled boards in daylight, 7 of the 12 were scratched. ********** didnt have enough on the shelf. However, it turned out they received a new (unopened) shipment the prior day.We found the pallet and started sifting through the boards. Many boards were defective and/or scratched. Initially I was going to go to ********** corporate for the time and lack of consideration in pricing for the MANY hours spent dealing with this. I realized at that point I was holding the wrong company accountable. Fiberon has quality control issues with their products.

  Business Response

  Date: 11/05/2024

  Thank you for notifying Fiberon of this customer's ongoing concern. Mr. ***** originally filed a claim requesting 12- 16' boards and 15- 20' boards as replacements for ones he received that were damaged or had issues. Regrettably, the invoice for Mr. ******* purchase that was submitted for the claim only showed a original purchase of 35- 16' boards and no 20' material. Because the invoice did not show he had purchased what he was requesting for replacement, we did agree to provide a credit for 28- 16' boards to his retailer, nearly his entire order, so he could re-order replacement material. Mr. ***** signed a release (Claim Settlement Agreement attached) accepting our offer, and we have considered this claim to be complete since the credit was provided to his retailer. If he wishes to receive replacement 20' boards, he will need to provide a receipt showing that he actually purchased these to be entitled to replacement material. 

   

  Customer Answer

  Date: 11/05/2024

  As stated above (initial email); the ********************************* the initial design. Based on all the unusable scratched boards received, I was forced to scraped the design.
  

  Initially I was going to take the matter up with the retailer; however, after seeing a brand new unopened pallet, it became obvious fiberon had a quality control issue.

  Ill file a better business bureau complaint against ********** too - since theyre the ones carrying your defective products.

• Initial Complaint

  Date:10/22/2024

  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.

  Fiberon has known manufacturing issues that they have not resolved. Im a contractor who purchased their decking and the board coloring was not all the same on a deck that was installed. All the boards were not the same color even though they were labeled as such. The color in question is bungalow.The retailer stated that it was a common issue and Fiberon was very much aware of it. I called Fiberon and talked to them about the issue on 9/20. I put an official warranty claim in on 9/27 as that is when I was directed to do so. I still have no resolve. Its going on a month.They didnt even give me a claim number or begin the claim till almost three weeks after I sent in the initial claim request. Even though I had contacted them via phone and email for updates prior to that.They just keep brushing me off and stalling. The customer service has been horrible and unprofessional. Nobody follows thru as they say they will. They would not connect me with anyone in management and have been stalling the claim which has felt retaliatory due to my frustration on the initial call. Where they stated my frustration wasnt going to get me far etc The area sales manager will not respond to any communications either. The customers deck still sits unfinished waiting for Fiberon to send replacement boards, as they will not just reimburse the faulty boards. At least that is what I was told. I have lost time, money and customer credibility. Furthermore their 4x4 post sleeves dont fit most 4x4 pressure treated posts as advertised. Unfortunately it appears I will have to take legal action to get the reimbursement that is owed. I can no longer leave the customers deck unfinished waiting on ******************** and their replacement boards that may never come. I also have the cost of labor for having to take the deck apart and put back together to replace the boards. I am out at least a few thousand dollars between boards and labor. Its unfortunate this is the way they conduct business.

  Business Response

  Date: 10/29/2024

  Good afternoon,

  Thank you for notifying us of this complaint. We have continued to work with this customer on resolving their claim, and received final documentation to be able to do so on 10/29. Upon receiving a copy of the receipt for replacement material they had purchased, we were able to draft and forward a Claim Settlement offer to them for reimbursement of the material along with a courtesy labor contribution as well. This claim will be able to be completed once we receive the signed agreement back from them so we can process a reimbursement check through our Accounting department. 

  Thank you.

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

• Initial Complaint

  Date:07/07/2024

  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.

  In 2013, we purchased Fiberon decking material through a contractor that we hired to build a new deck. The contractor purchased the Fiberson deck material through Adobe Lumber in ***************. In 2023, we filed a warranty claim for the replacement of all decking material due to severe fading. After several emails with customer service, our claim was denied. We reached out to an account **** ********************** who agreed, based on photos, that the deck was severely faded. Fiberon has refused to honor the lifetime warranty that the product carries.

  Business Response

  Date: 07/15/2024

  At the time in which ****************** states the material was purchased, the material did not have offer a lifetime warranty, but a 25 ************ Residential Warranty.  This warranty is a pro-rated warranty.  This means that, after a specific amount of time, the percentage of material that is covered progressively decreases based on years from original purchase date.  As previously stated to ******************, Fiberon requires a copy of the retailer invoice for the material itself that is being claimed.  ***************************** has not submitted a copy of the retailer invoice for the Fiberon decking being claimed.  As this is a required document to file a warranty claim, the claim was denied. 

  Also an issue that was seen in the pictures submitted, the decking project offers no ventilation or airflow under the deck.  Unobstructed airflow and ventilation is required for the Fiberon decking material.  This improper installation will allow the material to start to swell and eventually cause warping of the material. This would not be covered due to the improper installation of the material.

  Thank you.

• Initial Complaint

  Date:11/30/2023

  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.

  The company has delayed paying me a warranty claim #**** for a long time. As the company requested, on Sept 13, 2023 I signed and sent them a warranty claim settlement agreement for an amount of $107.92, and they confirmed the receipt of the agreement. It has been over 2 months but I have never received the payment agreed upon. I followed up a couple times by customer rep ***** *************************************************** but I never heard back.

  Business Response

  Date: 12/08/2023

  Thank you for notifying us of this consumer's complaint. We did receive a signed agreement from the consumer on September 13th accepting our offer of reimbursement. The submission, however, did not include a completed **9 form for us to be able to process the check request for the consumer. We have sent the consumer another copy of the **9 to be completed and submitted to us so we may provide them with their reimbursement. We will do so as soon as they return the completed form to us. 

  Thank you.

  ***************************, Supervisor

   

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Contractor purchased this Veranda decking from *********** the distributor of Fiber Comp in March 2023. I paid him $3,800 for this purchase. Weather prevented him getting to the job as soon as we liked but he finally got to it and last week realized he miscalculated the volume needed to complete the job. He went to ********** to purchase the balance only to be told the manufactured discontinued this decking TABRDVCGG16. He was not told that. I called Fiber Comp last week explaining my situation as I have about 3/4 completed deck. They were cooperative and advised this product was discontinued in March, but no one advised the contractor. I asked for assistance in locating any of this product that i needed 25 boards. They got back to me to advise they located just that amount and that I would have to order through **********. I was advised the $28 per board was now $38 for another $1,000. And told by ********** that delivery would be 15 days. I called Fiber Comp back yesterday asking why the delay if the boards were located. They advised the factory stated this would be a 30 day lead time. What happened to the locating of the boards? I emailed Fiber Comp last night asking for some assistance with a better delivery time and not understanding what the delay and it would seem I was being charged a setup fee due to being charged more per board. I really wish the executives realized it is the consumers that pay their salary. Why not disclose this product was being discontinued IN ADVANCE? I am ultimately going to be screwed in replacing a brand new deck because I won't be able to replace damaged ones. END OF DAY, I wouldn't have purchased this product had I known it was going to be such a HUGE pain. I agree, the contractor errored in his count, but I am still the consumer paying salaries. All I want is some assistance in getting the boards that i was told were located on Friday, 5/12/23.

  Business Response

  Date: 05/23/2023

  Thank you for bringing this concern to our attention and we apologize for any inconvenience. Our sales support team has been actively working with your local ********** on getting the remaining material necessary for your project on order and delivered for you. Unfortunately, the store associate on several occasions entered the incorrect part numbers in the system so the order did take several attempts to be successfully complete. The team is now working on arranging the logistics for delivering the materials to the store for you and the sales associates should be able to provide updates as they are entered into their system. As this material will ship from the factory direct, it will require some extra time to be able to group several orders to ship together to minimize the cost of freight.

  As to the concern for the price increase in the material, this is due to the order having to be shipped as a special order. When the material was in-stock in the store, it was priced according to bulk purchasing by ********** with full truck and train load quantities delivered to their distribution centers, who then forwarded to the store locations on trucks with other store inventory items. Regrettably, now that the material has to be shipped individually as a special order, the cost of the fright to do so is factored into the cost, leading to the increase in price. This is true of any decking product that is special ordered by a store and is not limited to just this order. 

  We appreciate the customer choosing ******************** and Veranda for their project and are diligently working to supply this customer with the material necessary and we hope to have delivery in the next 2 to 3 weeks once we are able to arrange a carrier.

  Thank you.

  Customer Answer

  Date: 05/24/2023

   
  I am rejecting this response because:

  I was told the product was located so I still am not understanding why I must wait 30+ days for this product.  The explanation doesn't seem logical.  It doesn't take this much time to retrieve inventory and move it.  I work in the transportation industry for over 30 years and if I was to tell our customers they had to wait this time frame for available inventory they would find another source.  However, I am not in that position due to the circumstances of only one manufacturer of a 3/4 finished project that has cost me $4,000.  

  Even ********** has on my invoice has a window delivery of 15 days.  I am not trying to difficult, I am really not.  Again, no idea this product was discontinued until the contractor attempted to purchase more product.  Now the contractor is taking no responsibility for not ordering enough product.  Not sure how that works?   

  Every accountable party to this project has waived responsibility and I am left at the mercy of each accountable party with no assistance to resolve.  Where is this fair?  Why does no party seem to care about the payor of their wages?    

  I am pleading for some prompt assistance!  PLEASE!  I just want the product to finish the project.  I have so many people counting on me to provide summer fun!  I have a short 1 minute video that provides the mess that I have on my hands, but I doubt any party is interested in seeing this disgrace!!!

  Please advise.  Thanks.

   
  

   

  
  

  Business Response

  Date: 05/26/2023

  Good morning,

  Thank you for your response. We are sorry if your contractor made an error in calculating the amount of material necessary for your project, but Fiberon is diligently acting to get the material necessary to complete your project to your store location. In order to deliver product to a *********** an accurate PO must be received, and this took several attempts to occur. The correct information has now been received and we are working on securing transport to the store. Fiberon does not employ its own transportation so we must contract with a carrier for delivery from the factory to *********** This is the process currently being completed so your material may be delivered. If the information in the ** system is showing approximately two weeks, this would likely be accurate and the system will be updated as the transportation is secured and then the material is shipped.

  We appreciate your patience while we continue to try to resolve your concerns. 

  Customer Answer

  Date: 05/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution very disappointing.  I spend over 5 hours on Saturday trying to call numerous Home Depots trying to find any inventory left as I did prior but expanded my search and was giong to hire a U haul; still to no avail. 

  I don't know if the *** and the contractor are being straightforward, but I was told today the boards will not be in **********, ** until next Thursday, 6/9 which is just shy of the 30 days from my order date of 5/12.

  I can't tell you how important it should be to the mfr when they 'discontinue' high ticket items that need many quantities, to have the retailer give notice to the consumer.   How hard to offer a placard to say, "DISCONTINUED ITEM" or "LIMITED SUPPLIES DUE TO DISCONTINUED ITEM"? 

  Then to my dismay on top of ALL this fiasco, the contractor has just been another thorn as he didn't gave me the correct quantity that will leave me still short of completing this project.  I am going to end up with my old wooden deck to become a multi colored composite deck after $11k+.  How would this make anyone consumer feel?   
  
  Thank you. 

  
  

• Initial Complaint

  Date:04/28/2023

  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 have a Fiberon Tropics deck that was installed in 2009. By 2015 the ends of the boards were curling and splitting. The deck was well ventilated. The boards were 'insulated' by commercial rubber strips at all joists and timbers to prevent rot.After a few more years pieces started to crack at the ends.The curled ends present a very serious tripping hazard.

  Business Response

  Date: 04/28/2023

  All claims need to be submitted to our warranty department through the Fiberon Warranty Portal - see link below to submit your warranty claim.

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

  Thank you.