ComplaintsforTAMKO Building Products, LLC

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The shingle installed is a TAMKO Heritage Weathered Wood, Date of Installation July 20, 2016,  by a certified installer. The issue is, I have excessive granule loss as noted by the large amounts of granules in the gutters, as well as wind damaged shingles that were damaged within the 110mph wind rating. TAMKO offers a 10-year limited warranty - "Full Start Period",  my roof is right around 8-9 years old right now.   I can only assume they are trying to stall us until we are over the 20 year mark which will put us in - "After Full Start Period" meaning labor would NOT be covered, only the cost of materials.   This is a terrible way to do business, there is no reason to deny this claim other than Tamko not wanting to stand behind a known faulty product.

  Business response

  10/15/2024

  TAMKO's claim system does not show that a claim has been initiated by the individual who initiated this complaint.  She should email ****************** to initiate a warranty claim. The date the claim is initiated by the original purchaser of the shingles is that date that determines whether a claim is within the Full Start Period. 

  Business response

  10/21/2024

  This claim was initiated by an individual who was not the original purchaser of the shingles, and the limited warranty was not transferred by the seller or the buyer when the house was sold in 2019.  A letter was mailed on July 8, 2024, which stated the claim was denied as there is not a remedy available under the terms of the limited warranty.  As explained in the letter, the limitation of the transferability of the limited warranty is based, in part, on the fact that subsequent owners of a home have the opportunity to inspect the home, and its component parts (including the roof), negotiate the purchase price, and make subjective adjustments to the price prior to consummation of the sale based upon the home’s structural condition, market conditions, and various other factors. Specifically, a subsequent owner has the opportunity to inspect the roof and take any issues into account as part of the negotiation of the price of the home. It is part of the due diligence process in the purchase of a house that requires the purchaser to assume that responsibility and risk.  TAMKO is not a party to such negotiations, does not know whether any adjustments to the purchase price should have been made or were in fact made due to the condition of the roof, and cannot determine if the subsequent homeowner negotiated a fair and reasonable purchase price for the home based upon its structural condition and various other factors, including, but not limited to the condition
  of the roof. Taking all these issues into account, TAMKO made a decision to provide a limited warranty that includes a limited transferability period for subsequent homeowners.

  Customer response

  10/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:  although the home was sold in 2019, it was sold to a family member (me) and my grandmother (former owner) still lives at the address.  She was also not made aware of any law suit for the faulty shingles sold by Tamko and used on our home at **** *********** **.  Smyrna TN, before the sale.  I can and did provide proof of prior owner still residing in the home.  Lastly, if the law suit Tamko settled included this shingle and they did not notify all users of that product then they are not released from doing the r ok ght thing.  If they are a reputable company then why would they not want to do the right thing by the consumer.  I have a faulty shingle on my home which is designating faster then its supposed to.  Please do not stick me with the coat of a complete replacement with not assistance.    
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tamko Building Products LLC is now taken over two months to even approve the replacement of a roof that is less then 6 years old. I feel that Tamko Building Products LLC is taken so long is because I am a person of color and they think they just push this off and push it off and they will not have to honor the warranty on this 6 year old roof. If I was a white man this would have been done 2 months ago.

  Business response

  10/09/2024

  This complainant had sold her home to a new buyer and therefore, does not have a remedy under the limited warranty.  It is the new owner of the roof who needs to pursue a warranty claim if warranted. 

  Customer response

  10/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: I still owned the house for 3 weeks before the house sold and yet they would not get the claim done in that time. The new owners have started a new claim and it has been just about 2MONTHS and yet the warranty company has not gotten the claim done yet.... This roof was only 5YEARS OLD....The new owners are like me people of color and the warranty company is doing the same thing to them as they did to me. It is clear that this warranty company has it out for people of color.. One more thing I am a man nor a woman.... I have told them that some many times and yet they do not care and still call me a woman.... You see what I mean.... Just not right....
  
  Sincerely,
  
  ******* ****

  Business response

  10/15/2024

  TAMKO considers claims confidential between TAMKO and the homeowner.  Since you are no longer the homeowner and the limited warranty was transferred to the individual who purchased your home, you are no longer entitled to a remedy under the limited warranty and TAMKO will only discuss the particulars of a claim with the current owner who is working with TAMKO on their active claim.  TAMKO administers all claims in accordance with the terms and conditions of the limited warranty with all homeowners who are treated equally and equitably according to the limited warranty and the law. 

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When small winds blew some shingles off of my roof, I hired a licensed roofer to come and replace. The roofer indicated to me that these shingles were defective because of the wear on the shingles would only get me another 4 years at best (this is a brand new 3 year old home). So at best, I would have to replace the shingles by year 7. This house was purchased with 30 year architectural shingles from Tamko. Their customer service should be rated at 0. They take no responsibility for anything and deflect repeatedly. They said their lab said no issue. I asked for the lab report and they refused, so I’m supposed to take a call takers word. I asked for the company to hire a roofer of their choice to come out and inspect the roof for themselves and be fair about their product. That all I am asking for is to be made right, nothing more, nothing less.

  Business response

  09/04/2024

  We cannot locate a claim searching the claimant's last name.  Could the claim have been initiated under a different name?  If we can locate the claim number, we will gladly take a look at the claim to make sure it was administered correctly and in accordance with the applicable limited warranty.  The owner can also provide additional shingle samples and/or photographs, if he believes the samples/photographs do not represent the issue he believes he is experiencing.  For safety's sake, TAMKO always recommends homeowners use professional roofing contractors with fall protection devises to get on to roofs to get photographs and samples.  The claimant may email TAMKO's Warranty Services at ****************** to request an additional shingle sample bag or ask any questions he may have.   

  Customer response

  09/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I provided a Tamko Claim number that was obtained from their company.  For them to claim that they couldn't find the claim, they did ZERO research since it's their claim number.  I already sent their warranty packet, which cost me $24 in shipping.
  
  Sincerely,
  
  **** ******

  Business response

  09/09/2024

  *** ******** claim was found and reviewed.  When the claim was initiated, *** ****** spelled his last name - ******* - so the search using his last name as spelled in his BBB complaint did not result in any findings.
  

  Regarding the claim - *** ******'s samples from his roof were reviewed and found to not be exhibiting any manufacturing issues.  Further, his county experienced two tornadoes since the roof was installed. It was also noted that the shingle samples were improperly applied and nailed outside the nail zone. TAMKO cannot warrant against items outside of its control, such as improper application, extreme weather conditions, and other circumstances. TAMKO excludes coverage of such items that can affect the performance of the shingles. On August 27,2024, TAMKO Warranty Services returned a voice message from *** ****** and the representative reviewed the reason his claim was denied including that high-nailed shingles typically will result in blow-offs. *** ****** said he was aware his shingles were installed wrong by the roofer but said his is not upset anymore about the blow-offs but believes the shingles have lost too many granules.  The shingle samples he submitted however had sufficient granules to protect the shingles and were weathering as expected.  *** ****** requested records from the lab and it was explained to him that the lab records themselves are proprietary and never released; however, the letters, dated July 2, 2024 and August 27, 2024 from TAMKO to *** ******, re-stated the lab's findings.

  If *** ****** believes the shingle samples and/or photographs he submitted were not representative of the issues he is experiencing; he may submit additional samples and/or photographs for review as the applicable limited warranty remains in full force and effect.  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  TAMKO has a known defect in their Heritage series shingle, which is well documented and has been a part of a class-action lawsuit. My roof is 10 years old and is deteriorating (curling, cracking, and loss of granules) causing leaks. Three independent roofing companies have verified the roof is failing and needs replacement. At the time the roof was installed (2014), it had a 30 year warranty. I filed a claim with the warranty department at TAMKO, clearly outlining the concerns I have with the roof, documenting the inspections, and references to the known manufacturer failures. The claim was immediately denied and the attached letter was sent. Upon receiving the letter, I spoke with an agent who would not acknowledge any known issues and would only state that the warranty wasn't transferred properly. When I pressed him about the specifics in the email, he could not address them or speak to them, only stating that it was not transferred. I asked to have a TAMKO inspector come to verify my claim. He refused saying they had no inspectors. He indicated that he would be able to send out a self-test kit, but only within the first five years. I asked for the kit to support my concerns, he refused. In early spring 2014 we noticed a small water spot on our ceiling. Shortly after that, we began to notice several more, totaling 8 large sports across four different rooms in our home. We had independent roofing contractors come to our home (Roylaty Roofing 7/3, Integrity Roofing 7/5, Pyramid Roofing 7/8, and Home Pride Roofing 7/12) come to our home. Each indicated severe cracking, peeling, and granule loss. Each also indicated a total roof replacement was necessary. The roof is 10 years old and should not be at it's end of life. I filed a claim with TAMKO on 7/8. TAMKO sent a denial letter dated 7/9. Spoke with TAMKO on 7/12 as soon as I received the attached claim denial letter. They refused to accept any responsibility, claiming the warranty should have been transferred.

  Business response

  07/22/2024

  Like most manufacturers who provide a long-term limited warranty, TAMKO has limitations on the transferability of the limited warranty.  TAMKO provides a limited warranty as part of the original sale of TAMKO shingles that provides a remedy in case of manufacturing defects which directly cause leaks.  This limited warranty is printed on every package of TAMKO shingles so homeowners (and their contractors) can read the language of the limited warranty as they consider which brand of shingles to buy. 

   

  
  Notice of TAMKO’s limitation of the transferability (including the requirement to request the transfer within 30 days of the closing date) is conspicuously printed on the top of the limited warranty.  TAMKO’s rationale for the limitation of the transfer of the limited warranty, in part, is based on the fact that subsequent owners of a home have the opportunity to inspect the home (and its component parts such as shingles), negotiate the purchase price, and make subjective adjustments to the price based upon the home’s structural condition, market conditions, and various other factors.  Specifically, a subsequent owner has the opportunity to inspect the roof and take any issues into account as part of the negotiation of the price of the home.  It is part of the due diligence process in the purchase of a house that requires the purchaser to assume that responsibility and risk.  (TAMKO obviously is not a party to such negotiations, does not know whether any adjustments to the purchase price should have been made or were in fact made due to the condition of the roof, and cannot determine if the subsequent homeowner negotiated a fair and reasonable purchase price for the home.)  Therefore, TAMKO has chosen to provide a limited warranty that limits the transferability which is conspicuously printed on every bundle of TAMKO shingles.

  *** ****** indicated the shingles were installed in 2014 and he purchased the property in September 2021. TAMKO has no records of either *** ****** nor the seller of the property transferring the limited warranty; therefore, there is no remedy available to *** ****** under the limited warranty.  I am enclosing a copy of the applicable limited warranty for your review.  I do hope this helps *** ****** understand TAMKO's position.
  

  Business response

  08/20/2024

  TAMKO strives to treat all of its customers equally and uniformly by abiding by the terms of the limited warranty when administering claims.  Providing special treatment for *** ****** and ignoring the limited warranty that everyone else abides by would be disingenuous.  TAMKO has nothing further to say in this matter beyond the responses provided earlier.  

  Customer response

  08/20/2024

  TAMKO has proven that they do not treat every customer equally as evidenced by their willingness to allow only some customer's access to inspectors, testing kits, etc.  I was denied all of these options despite repeated attempts to secure them.  TAMKO should be ashamed of their lack of customer focused communication, willingness to have an open and productive dialogue, and lack of curiosity in exploring a mutually acceptable resolution.  

  This is a poor example of service, and it's my hope that customers continue to fight for themselves and expose TAMKO for the poor manufacturer and customer service organization that they are. There are plenty of these voices currently echoing my sentiment, and there will be more in the future.  For a company that prides itself on self-proclaimed integrity, when opportunity to do the right thing presents itself, TAMKO has revealed who it really is...an organization who relies on corporate attorneys to respond to customer service complaints, an organization who uses its clout and money to bully its customers, and an organization who lacks integrity.  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Purchased a new home March '19 with TAMKO shingles that came with warranty. With in two years of purchase significant accumulation of shingles occurred. Under my warranty and as requested by TAMKO I sent the defective shingles to the company for review on May 14th, 2021. My claim number is *******. I did not hear back from the company for over twenty four months. In December of 2023 the Company sent a check offering to settle my claim. I proceeded to get a bid for a replacement roof that came back more than double what they offered to settle for. After receiving a bid for a new roof in February '24 I went back to TAMKO offering to settle for the cost of replacement for a new roof. TAMKO came back unwilling to settle and stuck to their original offer that was less than half the replacement cost. I would like TAMKO to reimburse for replacement of a new roof.

  Business response

  05/15/2024

  *** ****** has also brought a complaint through another agency regarding this same matter so TAMKO will be responding to *** ******** claim through that agency.  Thank you.

  Business response

  05/15/2024

  *** ****** has also brought a complaint through another agency regarding this same matter so TAMKO will be responding to *** ******** claim through that agency.  Thank you.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  TAMKO sent me a certificate for new roofing shingles after faulty shingles were placed on my home when it was built. There was a one-year expiration on the certificate, which I allowed to pass because we were considering selling our home, however, once we decided to stay (roughly four months later), we reached out to TAMKO and were told that we'd be receiving a new certificate. I have sent numerous requests for the new certificate to be sent but TAMKO's customer service is non-existent (e.g., e-mails from a master account and not an individual ... and now way to call in and speak to someone about the issue). My last three e-mails have been ignored and I have no recourse. I checked with the owners of three local DFW roofing companies and *all* said that TAMKO has a terrible reputation in their business and that TAMKO is ducking me. I have the documentation but it's larger than your 5MB limit so I need another way to send it.

  Business response

  03/19/2024

  This matter has been amicably settled.  Thank you.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home that has been covered with TAMKO shingles on the roof 2 1/2 years ago. A leak occured over the kitchen sink in June of 2023, and the roofer we had out to check for further damage revealed that the shingles looked much more worn than was reasonable given the age of the home. I reached out to TAMKO, they sent a kit to prove the claim that the shingles were faulty, and when I completed that step, they sent a check that was far too small to cover the cost of replacing the shingles. We have solar panels that will need to be removed, stored, and then reinstalled, new permit costs, and the tear-off and haul away to be covered. According to TAMKO, we are on the hook for everything but the shingles and "reasonable" labor. We have attempted to recover more than the company has offered for roof repair, but they are balking. The estimated cost to re-roof is ~$35,000.00. TAMKO offered us $19,000.00.

  Business response

  01/19/2024

  TAMKO's Warranty Services has been attempting to call *** *********** to discuss the settlement to his claim in accordance with the applicable limited warranty.  The representative has left two voice messages but have been unable to communicate as of this writing.  WS will continue to reach out to *** ************

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a house in AL in 2022. My wife and I are military and was stationed at a new base. The house had a new roof which was only installed less than 6 months and we were told it had a 25 year warranty. A couple of months ago, some of the shingles started to fall off and now I just see the blue plastic. I was surprised in that the roof was no more than a year old. I went through my closing documents and saw that TAMKO installed the roof and carried the warranty. I reached out to them and you can never speak to anyone. Someone did email me and ask when did I purchase the house. I told them 5 months after the roof was installed. They never responded again through email and just sent me a letter. The letter stated that since they did not know the house was sold to me that they could not honor the roof. I have purchased many houses and have never heard this. I reached out to my realtor and they said they have never heard this too. TAMKO advised me to contact my home insurance. Why when the roof is new and the shingles are falling off? This frustrated me in that we are Military just trying to serve our country and a company does not even honor their own product. They did not even ask for pictures or send someone out to look at the roof. There is no way that shingles should be flying off in less than a year of a new roof.

  Business response

  06/29/2023

  Please allow me to explain TAMKO's limited warranty.  Like most manufacturers who provide a long-term limited warranty, TAMKO has limitations on the transferability of the limited warranty. TAMKO provides a limited warranty as part of the original sale of TAMKO shingles that provides a remedy in case of manufacturing defects which directly cause leaks.  This limited warranty is printed on every package of TAMKO shingles so homeowners (and their contractors) can read the language of the limited warranty as they consider which brand of shingles to buy.  Like most manufacturers who provide a long-term limited warranty, TAMKO has limitations on the transferability of the limited warranty.  Notice of TAMKO’s limitation of the transferability (including the requirement to request the transfer within 30 days of the closing date) is conspicuously printed on the top of the limited warranty.  TAMKO’s rationale for the limitation of the transfer of the limited warranty, in part, is based on the fact that subsequent owners of a home have the opportunity to inspect the home (and its component parts such as shingles), negotiate the purchase price, and make subjective adjustments to the price based upon the home’s structural condition, market conditions, and various other factors.  Specifically, a subsequent owner has the opportunity to inspect the roof and take any issues into account as part of the negotiation of the price of the home.  It is part of the due diligence process in the purchase of a house that requires the purchaser to assume that responsibility and risk.  (TAMKO obviously is not a party to such negotiations, does not know whether any adjustments to the purchase price should have been made or were in fact made due to the condition of the roof, and cannot determine if the subsequent homeowner negotiated a fair and reasonable purchase price for the home.)  Therefore, TAMKO has chosen to provide a limited warranty that limits the transferability which is conspicuously printed on every bundle of TAMKO shingles.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased our new build home on 2/28/2020. In June 2020 there was a hail storm that came through and apparently we now needed a new roof. ***** **** the builder was absolutely no help and we had no option but to turn to our new homeowners insurance provider. They fought us a bit on having to pay for a new roof but finally agreed to put a new roof on. We had to pay a *% deductible which was a bit of money $*****. **** **** * *** ********* ******* * ** ***** *** ******* **** ******* ********* *** ******* *** ** ***** ** ********* **** *** *** **** **** *** ** **** *** ** ***** ***** ***** ***** **** ***** * ******* ***** ********* *** ********** ******* ***** * **** ******* **** ***** * *** ****** **** ********* ********* ******* ****** *** **** ***** ***** ** **** * ***** ******** ***** I reached out to Tamko and they indicated to me that this isn't covered under the limited warranty. I am now waiting for a copy of the limited warranty so I can take it to an attorney. We should have NEVER had to replace the roof out of our pockets when we owned the home for 4 months and again a new built home with a new roof on it. It tells me that the product should have NEVER been used in ** if it is inferior and people are having to reach out due to defective shingles. We want them to reimburse us for our deductible. They should honestly have to pay my insurance company the full amount of the roof. Due to their product being defective and inferior.

  Business response

  03/27/2023

  Attached please find a copy of the TAMKO limited warranty for shingles purchased in February 2020.  TAMKO provides a limited warranty as part of the purchase of TAMKO shingles. The limited warranty provides a remedy to the original consumer purchaser in the event a manufacturing defect causes leaks. The limited warranty is referenced in TAMKO’s marketing materials, available on our website and printed on the outside of the wrapper of every bundle of shingles so purchasers (and their contractors) can familiarize themselves with its terms as they consider which brand of shingles to buy.  

  As you review the attached limited warranty, you can see that it only covers damage caused by manufacturing defects causing leaks and expressly excludes hail damage (please see subsection 3 under the "Exclusions from Coverage" section on Page 1).  If your insurance company investigated the hail damage and had found a manufacturing issue, they likely would have declined your insurance claim as damage due to manufacturing defects of building products is a common exclusion to homeowner insurance policies.

  I hope this helps explains TAMKO's limited warranty with regards to hail damage.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 30 year shingles on 02/06/2018. On Nov.23,2022 I had to have my roof soft cleaned due to mold and Algae See photos in closed/and warranty of 120 month algae cleaning relief.sent certified letter with evidence requested by Tamco. Tamco wanted me to remove sample shingles and send to them they were no defective and I would have to purchase a stack of shingles and hire a roofer to comply and it would cost me a additional $****** when I only spent $****** to clean when Tamco stated they may if the claim is accepted pay $****** for reimbursement for the shingle samples. I supplied all info except shingles which I should not have to pay an additional $****** to file my claim under the warranty. *** *** **********

  Business response

  03/20/2023

  TAMKO has spoken to Mr. ****** several times regarding this matter.  TAMKO cannot administer his warranty claim until he provides two shingle samples to verify: i) if his shingles were manufactured by TAMKO and; ii) to examine the shingles to see what is causing the discoloration.  The requirement of sending in samples in the event of a claim is printed on every wrapper of shingles that TAMKO manufactures and this is a necessary requirement that EVERYONE who files a claim must abide by to TAMKO can properly, timely and affectively investigate the claim.  Mr. ******** claim continues to be delayed because of his refusal to have his roofing professional safely obtain two shingle samples to mail to TAMKO in the self-addressed package that TAMKO provided in his claim kit.  If there is a manufacturing issue with the shingle samples, TAMKO will reimburse  Mr. ****** $****** (which is the same amount TAMKO provides for all claims and is sufficient cover the reasonable cost to have a professional roofer remove 2 shingle samples and replace them with 2 new shingles to continue to protect the integrity of the roof).

  If Mr. ****** wishes to continue his claim with TAMO, I would urge him to send in shingle samples for examination by TAMKO's lab.

  Customer response

  03/20/2023

  
  Complaint: ********
  
  I am rejecting this response because: I will not spend an additional $****** to remove additional shingles for your company to accept or reject my cleaning claim, when the cleaning claim is only $****** the shingles are yours so take the responsibility and pay the claim. If you want the shingles send a representative from your company and pay them the $****** not me then the problem will be solved.
  
  Sincerely,
  
  James ******

*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. ↩