Complaint / review text:
I had a wood deck removed and replaced with a Synthetic Trex Deck which was the top of the line (most expensive) decking material available from Trex. I selected a Gold Pro installer (who has now been elevated to Platinum level). The deck was installed improperly, using nails instead of the screws required by Trex. The boards began to pop soon after the install. The steps did not line up, and were uneven. The posts were not perpendicular, and instead were slanted. There were shims put in each of the spaces to try to level the uneven steps. He did not stagger the boards, and left weak spots that sagged in the middle of the deck. After contacting TREX, the installer sent another man out to replace some of the nails with screws. He only replaced the ones that were popping out, so many new boards are popping. The screws were also silver screws which are not the recommended screws for the decking. They are not flush with the boards. I sent the photos to TREX, and although the rep from TREX agreed with me via email, TREX continued to keep the installer at the GOLD level... And now Platinum.
Obviously the TREX rating is completely dependent on the amount of material an installer purchases, and has no connection to the satisfaction of the clients. DO NOT TRUST their installer ratings. Every time I walk out on my new deck, I hate it... And think negatively about TREX. I have asked other contractors to correct the mistakes, and nobody will touch it.