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Business Profile

Vinyl Decking

TimberTech Limited, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vinyl Decking.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:08/09/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 my timbertech decking in 8/2014... when i first received delivery, we noticed that the planks were wavy and not completely straight. I contacted the decking superstore where i purchased it, and they told me that its ok that it would all straighten out once in the sun and heat and that it was normal.
    During install, All the boards, never layed flat... the boards were always warped so my installer did the best he could to fasten the boards, but they were so irregular there were always high and low spots... because of the waves the boards came in. He sometimes had to cut the longer boards to use as shorter boards just so the boards were flat. The boards never came flat...

    In april of 2020, i contacted Blair from decking superstore, and he agreed that the decking should be replaced under warranty... Blair told me the rep would be able to take care of it, but when i did, he said he was not able to go out there during covid and to make an online claim. I did make an online claim, but I was then stuck at the proof of purchase upload. The rep closed my case because i could not produce a proof of purchase. I have contacted my installer and the retailer and they do not have my purchase history because they did not have a computer database at the time of my purchase back in 2014. Everything was done by hand then.

    So now after covid... i went to the decking superstore today, and now they tell me that the rep is no longer with the company and that i need my proof of purchase in order to start a claim. Blair was telling me that the product is a 30 year warranty and that timbertech can tell that this product is still is within its product life cycle warranty, that timbertech should be able to warranty their product.

    Business Response

    Date: 08/10/2022

    To whom it may concern, 

     

    The customer has filed a new/current product complaint on 8/9; and correspondence has been sent requesting a material count/dimensional drawing in place of the purchase invoices since they are not available. Once this requested information is provided, additional review and consideration will be given.

     

    Kind Regards, Tim D****

    The AZEK Company/TimberTech

    Customer Answer

    Date: 08/10/2022

    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 for the time being. I sent the material count and dimensional drawing as they have asked. Thank you for giving me this chance to plead my case. 



    Regards,



    ******* ***

TimberTech Limited, LLC is NOT a BBB Accredited Business.

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