Complaints

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:05/14/2025

  Type:Product 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.

  Installed their decking when we built our home 25 years ago. Now we have a cracked board and a board that is chipped. Our decking is no longer manufactured per them. Won’t get into the weeds, but they wanted me to essentially sign a Non-Disclosure settlement. It was a measly settlement and I think it’s ludicrous for them to tell me the only way I’ll get this measly settlement is to sign.
  
  We installed their product because of their warranty. You’re out if it’s no longer manufactured!
  
  Photos were sent to them numerous times and they always came back requesting more or for them to be sent another size. At one point, I honestly thought it was their intent to bombard you with additional requests so you would just drop the issue.

  Business Response

  Date: 05/27/2025

  Our representative has contacted ******** *******; an amicable agreement has been reached to which the customer has signed in agreement.

  We appreciate the opportunity to work with your office while striving to gain the customer's satisfaction.

  Kind Regards,

  Tim D****

  SR. Technical Customer Service Manager

  TimberTech

   

  Customer Answer

  Date: 06/25/2025

  
   
  ID ********, Timber Tech I apologize for not getting back with you with regards to my complaint. My husband had back surgery and I’ve been consumed with him. My complaint has been taken care of. We appreciate what you did for us on this. Thank you
  
  

  Customer Answer

  Date: 06/25/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** *******
  

• Initial Complaint

  Date:04/27/2025

  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 have emailed over and over regarding a fading issue with our deck components. No reponse.

  Business Response

  Date: 04/28/2025

  Mr. ********,
  Can you please identify the email address which you have been submitting messages to? The last correspondence that we have been able to track dates back to June 2023 and was related to a drink rail installation. We would be happy to work with you to assess your current concerns. The most efficient way to submit a product concern is through our website portal: ****************, Alternatively, we will also have a representative reach out to you at the email address you have provided as part of your BBB complaint.

  Kind Regards,

  T** D****

  Sr. Technical Customer Service Manager

  TimberTech

  Customer Answer

  Date: 04/28/2025

  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, reasons for rejection are included below.

  
  

  
  

  Im happy to provide the emails once you call me. I note I didn't get a bounce back. 
  
  
  Regards,
  
  
  ******* ********
  
  

  Business Response

  Date: 04/30/2025

  Mr. ********,

  Please confirm that you still have additional concerns after speaking with and emailing with our representative A** A****** on April 28. Based on her feedback, your concerns regarding deck mats, and care and cleaning were addressed. If you have additional concerns, we would be happy to work with you in order to address directly. We value our customers and look forward to regaining your satisfaction.

  Thank you for selecting TimberTech products.

  Best Regards,

  T** D****

  TimberTech

• Initial Complaint

  Date:01/30/2025

  Type:Product 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.

  In 2021 I purchased Timbertech composit decking for my home from *** ****** ** in ***** **
  The original product shipped from this company was very damaged and appeared to have been so before wrapping it to ship
  they replaced the entire shipment and we installed the products according to the conversation with their product rep.
  After the first 2 years I started to notice some cracking splitting.
  Presently those issues have gotten much worse and in fact are now also swelling/twisting and pulling apart.
  I have tried contacting company and have filed a complaint with them #********
  the company has responded by telling me to contact their rep AMY A****** at ###-###-####
  My wife and Myself have called several times and always get a recording saying to leave message and they will call back (they don't call back)
  I realize this company is not a member but I am trying to resolve issue before having to take legal action.

  Business Response

  Date: 02/10/2025

  Dear ******* ***********,

  I write to you in response to BBB Complaint ID ********, TimberTech Complaint Reference Number ******** submitted by **** **** of *********** **.

  We apologize for the complications in reaching *** **** in order to gather further details of the product concerns. Our representatives initially emailed on 12/12 with follow up email on 12/17. A voice mail was left at the provided number on 12/20 and follow-up emails sent on 12/23 and 1/3. 

  Our representative was able to reach *** **** on 1/31 via email with additional conversation via phone. We have requested additional photos to better illustrate the concerns with the decking and *** **** has noted that the additional information will be provided once the snow melts in order to take the requested photos. An additional email follow-up was sent on 2/6 to check in on the status of the request for additional information.

  We look forward to working in conjunction with *** **** and your office to reach a resolution for the stated product concerns.

  Kind Regards,

  Tim D****

  Sr. Technical Customer Service Manager

  Customer Answer

  Date: 02/15/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** ****
  

• Initial Complaint

  Date:05/30/2024

  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.

  I ordered Timbertech legacy boards in mocha. The boards I received came in 2 completely different colors. I contacted the supplier and requested replacements. The replacement boards had the same very obvious color difference. The 16 foot boards were a totally different color than the 20 foot boards. When comparing the colors to samples, I believe they sent me two completely different colors (mocha and espresso) -- see attached photos. The supplier agreed that the color variations were far outside of normal limits.
  
  This has cost me weeks of delay in my project and thousands of dollars in labor costs, as some of the boards were installed on my deck.
  
  These boards were a premium product at over $100 EACH. I have requested to be refunded for the boards as this is a second story deck and a huge fall risk for my young children.

  Business Response

  Date: 06/11/2024

  Options of proposed resolutions have been presented to the customer, we are awaiting a response and signed resolution documentation in order to proceed with processing.

  Kind Regards, 

  Tim D****

  TimberTech/The AZEK Company

• Initial Complaint

  Date:01/11/2024

  Type:Product 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.

  In 2017 I puchased timbertech decking by **** to redo my front porch. In 2022 I noticed it starting to discolor where the sun hits it. By early 2023 the discoloring had componded to a light gray and the decking is a dark walnut color. one of the reasons we purchsed this product was they claimed it would not discolor. in October 2023 I contacted the co warranty department about the problem. I had to clean the decking with their cleaner which I did and after several contacts was told to send them a sample of the product so they could test it. after their test they said they could not prove the product was defective but they couldnt disprove it ether so they will refund my money for the product. I complaind that there are two issues with that plan, 1. the product cost has raisen quite a bit since 2017 and # 2 I will have to pay someone to remove and reinstall the decking which looks like around $2500. The diffence in the decking cost is approx $600 so total out of my pocket will be $3100. This is my problem, why should thier product defect cost me money? It should not. ******* their warranty manger and I dicussed this and he was not willing to compensate me for anything other than the material cost in 2017. After I objected I was told that is our final offer. Under that statement I felt I had no recourse other than to except their offer and sign their settlement offer letter. However After thinking about it, I have not cashed their check as I feel its just not right. Can you help me with this issue?

  Business Response

  Date: 01/18/2024

  To whom it may concern:
  
  Thank you for the opportunity to address the concerns of *** ***********. We look forward to working with your office. The TimberTech Limited Warranty states the following:
  
  **********************************************************
  
  *If Manufacturer
  determines Purchaser’s claim is valid, Manufacturer will, at its option,
  either replace the defective Products or refund the portion of the
  purchase price paid by Purchaser for such defective Products (not
  including the cost of its initial installation).
  This warranty shall not
  cover, and Manufacturer shall not be responsible for, costs and expenses
  incurred with respect to the removal of the defective Products or the
  installation of replacement materials, including but not limited to labor
  and freight. The foregoing remedies are the Purchaser’s SOLE AND EXCLUSIVE
  REMEDY FOR BREACH OF ANY WARRANTY.
  
  As defined above from the TimberTech Limited Warranty; the
  manufacturer will, at its option, either replace the defective products or
  refund the portion of the purchase price paid by the purchaser. On December 13th,
  the following options were presented to *** *********** in efforts to amicably
  resolve his product complaint. These options include material replacement via
  credit which would include any pricing increases between the date of the
  original purchase, to current date; or a reimbursement would be issued as
  defined below.
  _______________________________________________________________________________________________________________
  From: TT Warranty Claims
  [*****************************]
  Sent: 12/13/2023 2:58 PM
  To: **********************
  Subject: RE: [External Sender] RE: TimberTech Warranty
  ********    * *    **    * ********************************* *
  
  ****,
  
        The options that I can offer you for
  the warranty claim are as follows.  
  
  Option 1.  I can provide you a board for board
  replacement of all of originally purchased material as well as the fasteners
  based on the original invoice.  I will cover the material being
  shipped to the retailer, there may be a delivery fee from the retailer to your
  location that would be your responsibility.  You may choose from the
  Terrain, Reserve, Harvest, or Landmark Collections.  The remainder of the
  originally purchased material warranty carries over to the replacement
  material. The replacement material would be warrantied until 2042.  The
  removal, disposal, and reinstallation costs would be your responsibility. 
  The material can be recycled or disposed of in whatever manner is appropriate
  for your community.  
  
  Option 2.  I can provide you with a full refund of
  the originally purchased material in the amount of $2003.00 plus the shipment
  reimbursement of $93.00 for a total of $2096.00.  This would come with
  a full release of the remaining warranty.  No future claims on this
  material would be reviewed or honored.  You can leave the material
  installed and would not need to remove it unless you decide to do so.  The
  costs would be at your expense for removal or replacement.  
  
  If a refund is provided and the material is removed, and you
  purchase new TimberTech material it would come with a new full warranty
  depending on which type of material is purchased.  The Pro line materials
  have a 25 year warranty for manufacturing defects and the Advanced PVC line has
  a 50 Year warranty for manufacturing defects.  The material would need to
  be installed per the installation guidelines for each type of material as they
  have differing installation methods and techniques. 
  
  
  Please give me a call to further discuss to alleviate any
  confusion or delays in providing information to you.  
  
  Respectfully,
  GlenRay V*****
  Technical Customer Service Specialist
  
  Contrary to the stated complaint, an offer to accommodate
  full material replacement at today’s pricing was extended as detailed above.
  *** *********** signed in agreement of option 2 with full release of the
  Limited Warranty.
  
  That being said, TimberTech values its customers and strives
  for customer satisfaction. Therefore, we will extend the offer to compensate
  *** *********** an additional $600 which is stated to be the difference between
  the original purchase price and what it would cost to purchase the same amount
  of material at today's price.  This would be in addition to the check previously issued in the amount of $2,096.00.  This payment will be issued upon
  notification of acceptance and closure of the BBB Complaint referenced as
  Complaint # ********.
  
  Kind Regards,
  Tim D****
  Sr. Technical CS Manager
  TimberTech

  Customer Answer

  Date: 01/18/2024

  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, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  **** ***********
  

  Customer Answer

  Date: 01/23/2024

  Per consumer response,

  ************* We are making progress, however there is a matter of $3000 to remove and reinstall the decking, again, I dont feel that should be my responsability particually since the product is only 5 years old

  Business Response

  Date: 01/23/2024

  As noted in the prior response, and referenced to the Limited Warranty documentation, which was in place at the point of purchase, the Limited Warranty covers provisions for replacement materials only, labor is specifically defined as a Limitation and exclusion in the Limited Warranty. 

  The TimberTech Limited Warranty states the following: **********************************************************
  
  If Manufacturer
  determines Purchaser’s claim is valid, Manufacturer will, at its option,
  either replace the defective Products or refund the portion of the
  purchase price paid by Purchaser for such defective Products (not
  including the cost of its initial installation).
  This warranty shall not
  cover, and Manufacturer shall not be responsible for, costs and expenses
  incurred with respect to the removal of the defective Products or the
  installation of replacement materials, including but not limited to labor
  and freight. The foregoing remedies are the Purchaser’s SOLE AND EXCLUSIVE
  REMEDY FOR BREACH OF ANY WARRANTY.

  Many professional installers offer labor warranties as part of their business offering. However, the complaint filed by *** *********** notes that the material was self-installed. To show our commitment to customer service, we will agree to labor assistance in the amount of $1,000. This action is taken beyond the provisions of the Limited Warranty. This is in addition to the $2,096 full material reimbursement which *** *********** has signed a full release in acceptance, as well as the $600 material reimbursement previously referenced. 

  As noted in the prior response, offers of both full replacement materials (at no cost) or financial reimbursement were originally offered, to which *** *********** elected to accept his choice of reimbursement with full release of the Limited Warranty.

  Kind Regards,

  Tim D****

  Sr. Technical Customer Service Manager

  TimberTech

   

  Customer Answer

  Date: 01/23/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. apable. 

  Additional amounts over the original refund for material of $600 and $1000 for labor is acceptable. I did origenally install it myself but at 76 years old and a few health issues I will have to contract it out. I would like to thank Timbertech for working with me on this. 
  
  
  
  Regards,
  
  
  
  **** ***********
  
  

• Initial Complaint

  Date:09/21/2023

  Type:Product 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.

  Our GC bought and installed TimberTech Express Rail cable railing in June 2023. It was very difficult to install, but the main problem is that it started rusting within 1 month. The product is advertised as Aluminum and rust resistant, yet they put unpainted/unsealed steel balustrades in. NO mention of that in the description or specifications. Their warranty essentially excludes installing it anywhere;
  (10) discoloration, rust, or tarnishing caused by exposure to corrosive
  elements or atmospheric contaminates such as salt spray, salt air, chemicals, and pollution*
  
  So unless you install it in a vacuum, you aren't going to be in an environment free of contaminates, salt, chemicals and pollution. It would be one thing if it was as-advertised Aluminum and rusted, but it wasn't. Additionally, they do not exclude selling the product to areas near coastlines, etc. Nor do they provide any warning not to install near areas of high chemical, salt, pollution or other contaminants.
  
  Here is the website description;
  Made from powder-coated aluminum, TimberTech aluminum railing delivers a durable, corrosion-resistant design with stylish, wrought-iron-inspired aesthetics. Plus, with its pre-assembled, panelized design, our aluminum railing is simple and straightforward to install.

• Initial Complaint

  Date:08/22/2023

  Type:Product 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.

  I purchased ********* ***** TimberTech decking on 7/18/23. Total order was $8515.74. The purchase was made from ** *********** ***** *** *****, *** ***** **** ************ ** *****.
  Halfway through the installation it was discovered that the 20' lengths were a different color than the 16' lengths.
  I contacted NO MAINTNCE DECKS and they acknowledged the problem after seeing pictures and samples that I brought to them.
  Thus far they have been unable to rectify the problem due to the fact that the area rep, Mark D******, hasn't been responsive to their calls. I myself have left 2 messages with Mark and have not received a call back.

• Initial Complaint

  Date:08/08/2023

  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 filed a warranty claim for a crack in a single TimberTech deck board. The company is only willing to reimburse for the cracked board ($60 US) if we sign a non-disclosure agreement (NDA). I do not believe that we should be forced into signing a NDA in order for the company to honour their warranty.

  Business Response

  Date: 08/08/2023

  Our company was notified of the concerns regarding the non-disclosure agreement on 8/6/2023 at 9:58am and a revised document without the non-disclosure verbiage was resent on 8/7/2023 at 8:05am. 

  The resolution document is specific to the claim referenced as Case # ********, and defines that the balance of the Limited Warranty will remain in place: "provided that nothing herein releases the TimberTech Limited Warranty we have been given".

  Please let us know should there be any additional questions or concerns. We value our customers and work to respond in a timely manner as illustrated above. We look forward to receiving the signed resolution document to bring closure to this matter.

  Kind Regards,

  Tim D****

  SR. Technical Customer Service Manager

  TimberTech/The AZEK Company

  Customer Answer

  Date: 08/09/2023

  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, reasons for rejection are included below.
  

  Although the company has removed some of the wording they still want remove our ability to make public any potential future issues that may arise. This is unacceptable.

  Also, the company was first notified of our objection by an email sent July 30th. They responded with a slightly modified NDA.
  

  The agreement I attached was the final version version that we received on August 7th.

  Once again, an NDA or similar should not be required for a simple warranty claim.

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

  Business Response

  Date: 08/10/2023

  *** *******,

  A follow-up revision of the proposed resolution document has been sent on 8/9/2023 at 5:46pm.  Please confirm receipt and let us know of any additional questions. Upon agreement, the signed document can be returned to *** ****** for processing. 

  Kind Regards,

  Tim D****

  The AZEK Company/TimberTech

  Customer Answer

  Date: 08/12/2023

  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, reasons for rejection are included below.

  Although, the company has revised their release I am concerned about signing anything that will impact my ability to make future warranty claims. The board splintered on its own. It was not subject to weight or abuse. Based upon the companies initial response, I suspect that this is a known issue and that they are trying to protect themselves from future claims.

  I have listed below the revised text that they submitted on the evening of August 9th.

  I  hereby release and discharge *** ************* ***, its directors, officers, employees, agents, servants, affiliates, parents,
  subsidiaries, successors and assigns ("TimberTech Releasees"), from all claims and demands which I now have or may or can
  hereafter have against the TimberTech Releasees, for, on account of or in anywise arising out of any transaction or event
  which has occurred prior to the date hereof, including any and all claims and demands for, on account of or in anywise arising
  out of the TimberTech Deck on my home, provided that nothing herein releases the TimberTech Limited Warranty we have
  been given which I acknowledge does not cover aesthetic, installation, labor, color or weathering issues.
  This Release is executed by me solely for the consideration above expressed, without any other representation
  whatsoever. The above contains the whole of the compromise agreement between myself and TimberTech and has been
  carefully read and understood by me before signing.
  
  I acknowledge that TimberTech, in providing the aforesaid consideration to me, does so without admitting any liability to
  me on account of said TimberTech Deck but that it does so simply as a matter of compromise of claims made by me and in the
  interest of customer satisfaction.

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

  Business Response

  Date: 08/14/2023

  The referenced resolution document is specific to the current claim and the provided text from the document states “, provided that nothing herein releases the TimberTech Limited Warranty we have been given ”

  the balance of term of the Limited Warranty will remain in place.

  Please let us know of any additional questions or concerns. We would be happy to discuss directly as well to address any concerns.

  Kind Regards,

  Tim D****

  SR Technical Customer Service Manager

  TimberTech

  Customer Answer

  Date: 08/19/2023

  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, reasons for rejection are included below.

  Although the release/NDA was modified, the revised version still has terminology that may undermine potentially greater value future claims (should additional deck boards fail).

  I am not willing to sign there release and do not believe that I should have to. The company should honour their warranty with no strings attached.
  

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

• Initial Complaint

  Date:05/17/2023

  Type:Product 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.

  Deck was installed 2021, starting spotting in the fall of 2021, 2022 a bit worse, currently the entire deck is white, spotted and fading.
  The warranty office would like us to go out and buy a harsh chemical and deck brush and scrub the area, If that doesnt work they want us to cut off a piece of the deck and send to Ohio.

  Customer Answer

  Date: 05/25/2023

  Consumer has confirmed that this matter has been resolved.
  

• Initial Complaint

  Date:03/16/2023

  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.

  after researching composite decking, fastening options, different companies products and their claims we chose Timber Tech decking with hidden fasteners. I do the structural engineering for my company knowing materials expand & contract I chose TT's hidden fasteners to allow some movement instead of face screwing & locking boards to the joists. I felt face screwing was a fail point. Oct.2021. selected a TT dealer that supplied all materials would also build & install knowing their knowledge/expertise of this product & many years in business. having structural background I was on site daily to observe, my house is 1mi. from my business. the deck was built on undisturbed red clay dirt only a few feet off the ground. the installers were meticulous stringing the joists, using an electric planer to shave crowns etc. 2 sides of the deck (1 long 58' & 1 short 24') have 2x12 plates lag bolted to the concrete foundation walls not just freestanding posts. the finished product was excellent. 6 months later we started to notice unusual places in the deck. I contacted SVH, they returned to look at issues. SVH contacted their supplier rep. he came on site, crawled under the deck and told me directly he had not seen this failure before. TT then sent a rep. & from the moment I started showing her problem areas she was placing blame on the structure and install, we weren't up on the main deck yet, she did not go under the deck. I received an email from TT that this was a structural/installation issue not material failure, I disagreed, they said I should contact a structural engineer. I did. The engineer I chose is the best in our area and used by our City. I first sent him TT's install guide to review before inspecting. His report states it's not a structural issue but material failure. TT denies. They then offered a settlement that focused on a small area, minimal labor comp. and face screwing?? does this mean the TT clips aren't sufficient for install? bad warping, ramping, cuping

  Business Response

  Date: 03/31/2023

  Dear **** ********

  Please see the attached respond to *** ********* complaint. We look forward to working with your office.

  Kind Regards,

  Tim D****

  Sr. Technical Customer Service Manager

  TimberTech

   

  Customer Answer

  Date: 04/06/2023

  hello ****, I will try to be brief. Timber Tech / Azek (TT) from the beginning kept ******* ****** Hardware (**) out of the loop.
  
  I requested they deal directly with **, that was not an option. I have spent many hours on this, complied with requests etc.
  
  First TT claimed they would not send a rep as I requested. 8-8-22 doc TTfirstResponse.
  
  9-13-22 TT requested to send a rep. doc TTfirstSiteVisit, this is the lady placing blame before she went on the main deck.
  
  TT response on11-9-22 TT denied any product failure told me to hire a structural engineer doc TTfirstSiteVisit also. I hired the SE and sent the report.
  
  12-5-22 TT requested to send a technical rep and finally included SV hardware doc TTsite2Visit. The Tech disputed the Structural Engineers findings and documented the info that the BBB received.
  
  TT then offered a resolution that in no way would make the deck right only working on small areas shown in doc TT_proposed_fixareas  sent to me from SV, in addition SV came to my house showing me what TT wanted them to do, removing parting boards and face screwing as I stated in the original complaint doc SVfaceScrewResponse. TT denies face screwing.
  
  doc TTFalseMeasure shows a level with 1/4" gap underneath it. this is because the level is on the end of the board that is ramping up off the joist. you can see the boards ramping circled in red.
  
  I hired prominent builder **** ******, provided him TT's BBB docs and he came on site to look at all TT responses, he disagrees with their findings. doc*******
  
  attached is SV hardware labor only quote, no decking or firepit remove/install doc_SV_laborQuote
  
  This has become a sickening experience, I bought this product in good faith, it has cost me much time and money with responses and paying for experts. what more should I have to prove??
  
  Please let me know you received this. I appreciate your help!

  Business Response

  Date: 04/24/2023

  Dear **** ******** 

  I would like to speak to *** ******* to work towards an amicable resolution. I have left a voice mail with my contact information at the number provided **************. I look forward to working with *** ******* and your office to see if we can regain the satisfaction of our customer. 

  Tim D****

  TimberTech/The AZEK Complany

  ###-###-####

  Customer Answer

  Date: 05/01/2023

  here are the documents, TT decking and decking materials with Tax. Labor from SVH to remove / re-install new material. ****** fire pit removal and re- install.   TOTAL $25,024
  

  Customer Answer

  Date: 09/01/2023

  Consumer has confirmed resolution with the business.