Trex Company, Inc.

a year ago

I think Trex is an ok product. It warping already and wouldn’t hold up to a rubber chair leg being pulled across it on day 1. My issue is the contractors that they approve to be builders. Look at these pictures and tell me they are acceptable. Missing plugs and the contractor used super glue to connect the ends and mating surfaces. I called customer support and they said that super glue isn’t an approved technique. The mating surfaces aren’t even flush. I’d like someone to call me and help me get replacement material and find a contractor that knows how to use this stuff.

4 months ago

I do not recommend Trex based on my recent experience with their customer service. We ordered Trex decking material for our deck, but the material that was delivered was completely the wrong color. Because of the mistake, I had to drive all the way to Aptos to speak with the supplier. The supplier acknowledged the issue but told me that Trex would need to address it directly. A Trex representative later came to inspect the material and admitted that the color was incorrect. While the material was eventually returned, the situation caused significant inconvenience and additional costs. The workers had already carried the decking to the first floor and then had to bring it back down. The project was delayed, and I incurred extra labor expenses because of Trex’s mistake. I requested compensation for these additional costs, but my request was denied. What disappointed me most was the lack of concern and accountability. Not once did anyone apologize for the inconvenience, delays, and extra expenses caused by this error. The mistake itself was frustrating, but the poor customer service and lack of responsiveness made the experience even worse.

8 months ago

Terrible customer service!! My deck was only 7 years old and had an issue with fading. Trex agreed it was a defect and was covered under the 25 year warranty and will replace the faded deck however they WILL NOT COVER THE LABOR TO REMOVE AND REPLACE THE DECK!! Trex expects me the customer to pay to have the deck replace and can't guarantee this will not happen again. The customer should NOT have to pay the labor for a product that has failed under warranty!! Very unhappy and unfortunately I will have to take further action to get this issue resolved!!

5 months ago

Replacing our Trex! I have made two claims since installing and both were denied. This is what you should expect from a product that you expect to last! Don’t buy the fact that they offer a warranty it is not worth the paper they write it on.

8 months ago

I am absolutely blown away by Trex Decking Corp! We recently went through a warranty claim on our original Trex Decking, and while the process requires some patients and diligence, providing photos, and original receipts, and following the steps – it was 100% worth it. Trex honored their word, providing full replacement guarantee! The entire Customer Support Team was professional, but I have to give a big thank you to Todd Reigel and Michael Wilhelm in Customer Support. They were exceptional to work with, kept things moving, and made sure everything was handled perfectly. Our new deck is officially installed, and it looks fantastic! If you are looking for a company that actually stands by their product and their customers, look no further than Trex!