ComplaintsforWestlake Royal Building Products
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
17/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Back in 2017, I had a new outdoor deck installed in my backyard. We contracted a local company ******** ***** ********* *** ****** ***) to install the deck as well as other landscaping done in the project. We decided to use **** decking as the material. We paid a premium to other decking products at the time due to how real this composite decking looked like real wood. We loved our deck and have had little to no issues until this past winter. Since 2017, our deck has been through freezing cold Pennsylvania winter days and 100 degree Fahrenheit summer days with no visible issues. Beginning in December, we noticed some discoloration on a few planks near the center of our deck. As winter ended and spring began, we have noticed even more planks with discoloration throughout the entire deck. In early March, I began researching what warranty I may have on this product. According to their website, there is a 25 year warranty for the owner of the home the product is installed in. Upon reading this, I contacted their customer care on March 10, 2024 and received a response from Mohamed H. (********************). He asked what was causing the discoloration. I responded that I wasn’t sure as we had had no issues with the deck and only hose it off to clean it every spring because it has been looking great up until this point. He advised that I register my deck and file a claim on their Warranty & Claims site. On March 12, 2024, I registered the product and filed a claim and was advised that I would get a response in 24-48 hours. I did not receive a response in 24-48 hours. On March 19, 2024, I contacted Mohamed again (since he was the only contact I had) and asked how long past the 48 hour window could it take for a response. He said it should take 2 business days but could take longer depending on the circumstance. On April 1, I contacted Mohamed again and did not receive a response to my emailToday, it is April 16, 2024 and I have received no response.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
6 total complaints in the last 3 years.
4 complaints closed in the last 12 months.