ComplaintsforCertainteed Corporation

Building Materials

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Initial Complaint
09/25/2023
Complaint Type:
Product Issues
Status:
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.
On 5/11/23 we meet with ******** Roofing to inspect our roof. It was determined that our roof was discontinued and defective. On 6/9/23 we received communication from Fiberglass ******* Shingles re: Claim #*********. Documentation and photographs were sent to the Certainteed Claim Adminstrator. On 7/12/23 we requested an update on the claim. More information was requested and sent. On 7/19/23 we again requested an update. On 7/25/23 we received an email stating that the claim has been reviewed and completed. The settlement check will be sent. Please allow 3-4 weeks to receive that in the mail. On 8/23/23 we sent an email stating that it has been over 4 weeks and we have not received the check. No response. On 8/29/23 we called the Administrator, requesting an update. We were told that there was an accounting glitch and the check should be sent soon. On 9/14/23 we sent an email stating that it has now been over 6 weeks and we had not received the check. No response. On 9/25/23 we called the Administrator, requesting an update. Again we were told that there was an accounting glitch and the check should be sent soon. It has now been 2 months since we were told that a check would be coming. Still no check.
Business response
09/26/2023
Hello:
We apologize for the delay. This is not the norm for us not to pay on time. Normally it takes 3 weeks for a check to be processed and mailed, We are aware of your concern, and are trying to resolve as quickly as possible. You will receive your check as soon as we are able. Thank you, if you have any further concerns please call ************** for more information.
Customer response
09/26/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: It should not take over 8 weeks to get a check. A handwritten check can be completed in less than 10 minutes. What is the real reason behind this delay? This is not the way to run a business. I am going to contact the FTC (Federal Trade Commission).

Regards,

***********************
Business response
10/12/2023
This check was mailed to the homeowner on 9/28/23 on CK#****** I'm sure the homeowner has received this check by now.
Initial Complaint
08/22/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Since purchasing our brand new home, built new, in May of 2016, our roof has had multiple issues with shingles coming loose and flapping in the wind. In May of 2021, we had to pay to have a large section of our roof repaired due to faulty shingles. That section was repaired professionally but since then, multiple other times my husband had to climb onto the roof and reattach the shingles, many places and many times, in storms. In April of 2023, two other sections of our roof completely detached, after flapping around in a storm, and we decided enough was enough. We had the whole roof replaced with a product that was not the CertainTeed (************ product) brand shingles. So far we have had no issue with our shingles flapping or detaching. I filed a complaint with CertainTeed (************), on July 3, 2023. I sent them samples of the faulty shingles along with their "Roofing System/Shingle Evaluation Form". I sent them all the documention they required, which was quite a lot, and I communicated with their "Technical Services Department". After much back and forth, they determined that the shingles were not faulty. That was their first response. Their second response after being questioned further was that the shingles were "overdriven" when attached. After requesting a copy of the lab report, they relayed that the evaluation was done through their own laboratory. They did not send the shingles our for an independent review to an independent company. So, ************ determined that ************'s product, was not faulty. How convenient. In the meantime, we are out the cost of re-roofing our 7 year old home. I would like ************ to reimburse us for that cost. Our builder has since died and we do not have any information regarding who installed the roof. That is irrelevant to us since it is obviously a defective product. The adhesive seal on the shingle should have held up for longer than 7 years. It did not.
Business response
08/28/2023
Please call ************** Technical Service Dept to talk about your claim ********* concerns. Thank You
Customer response
08/29/2023
Update as of 9/29/23, 10:30 a.m., MST:
I contacted the "Technical Services Department" regarding their response to the BBB. They requested that we contact them this, which we did, at 10:30 a.m. MST. I spoke with ******* in the Technical Services Department. ******* proceeded to read the correspondence already sent to us by this company. We, my husband and I, explained to her that we already had ALL of the information she was reading and obviously that information was not satisfactory to us. We wanted to know what the response to the BBB complaint is and why we were instructed to call her department. She finally said she would escalate it and submit the shingle samples for "re-review" and we should have a response by the end of the day today or tomorrow. Thank you for your help in this matter. I will update with the response of the re-review later today or tomorrow.
Customer response
08/30/2023
8/30/23 12:00 p.m.
CertainTeed responded and requested yet another shingle, to be mailed at our expense, so they are able to do a "re-evaluation". They did not issue a prepaid label in order for us to submit yet another shingle. We've already spent $40 shipping several defective shingles to them in the original claim. They also requested at least 5 additional photographs (my email allowed 4) that show the condition of our shingles. Luckily I have several of the shingles that were removed when we replaced our roof. It seems that they think that their subpar shingles are still on our roof as they offered $50 to have one removed and replaced. They are not, our roof has been replaced, as I've stated many times. I responded with an email requesting a prepaid shipping label and included the photographs they requested. I will update with their response.
Customer response
09/10/2023
Hello,
I sent a couple of updates on this case since I first filed. Apparently they were not received if you are closing this file. This case has not been resolved. CertainTeed (*****-******) continues to claim their product is not defective and it was applied incorrectly. That is not the case and we have been corresponding with no adequate resolution. I am requesting this company honor their warranty claims and reimburse us for our out of pocket expense in replacing their defective product.
This case is still ongoing. Please update this file and I will continue to update as needed. If you do not hear from me, please contact me again before closing the case. Thank you for your assistance.
Customer response
09/14/2023
CertainTeed (************) has formally rejected my claim regarding defective adhesive applied to their shingles. I would like a mark against their company filed with the BBB that states that they do not honor warranty claims and are not a reputable business to deal with. Please respond to this note letting me know that BBB has received my complaint and has noted my concerns for CertainTeed's public business record with the BBB. Thank you!
Customer response
09/18/2023
Hello,
I did not receive a response to my last correspondence. I'd like to know how this complaint will reflect in the BBB's files regarding the ************ CertainTeed company. The issue was not satisfactorily resolved and this company does not honor any warranty for it's defective product.
Thanks and I'll look forward to your reply.
*** ******
Customer response
09/18/2023
I just noticed that the issue is being filed as "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied." That is incorrect. The business did not address the issues. We are definitely dissatisfied, to say the least. Also, the company name should be listed as "************, CertainTeed", not just CertainTeed. Please correct and let me know when that has been corrected. Thank you.
Initial Complaint
08/19/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I'm writing to formally complain against CertainTeed for mishandling my daughter's roof replacement claim. Our concerns include significant delays, poor communication, and payment uncertainties, leading to frustration. Seeking your intervention for a fair resolution. In the fall of 2020, a roof replacement endeavor utilizing CertainTeed Landmark shingles was undertaken by my daughter. Fears of potential defects prompted a discussion involving both the contractor and the CertainTeed Rep. During this meeting, the concerns regarding shingle issues were collectively acknowledged, ultimately culminating in the submission of a shingle sample for subsequent testing. Communication gaps and delays ensued. After a month, I contacted the Rep for the claim's status. The claim was approved via text, but no guidance was given. Rep mentioned a claim approval letter my daughter should've received, but hadn't. Despite assurances, the search for the promised letter yielded no updates. The Rep later conveyed readiness, pending the availability of necessary materials. In August 2021, the contractor informed us of receiving a labor check and shingles, which surprised my daughter since she hadn't been notified of claim approval. After two years, the roof remains unchanged. Our central concerns pertain to the payment process, particularly the unconventional practice of upfront payment to the contractor before the completion of the work. These concerns are amplified by the fact that the roof has not yet been replaced. Considering the prolonged duration and challenges, I believe CertainTeed mishandled this situation. A reputable company should uphold communication, prompt resolutions, and transparent payment. I kindly request your assistance to expedite a fair resolution, completing the roof replacement as agreed and addressing communication barriers.
Business response
08/23/2023
Hello
Thank you for contacting us and refer to this claim # for any more concerns : ********* We have contacted the Territory Manager about this claim to see why this happened. We will have them contact you asap. If you have any more concerns you can also contact Tech Services at **************
Initial Complaint
08/19/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Claim # ********* On August 27, 2010 I had a roofing company by the name of ****** ** ****** install CertainTeed Landmark class 4 shingles on my house which ***** **** accepted as a class 4 hail resistant shingle for up to a 2 inch diameter hail stone. On July 11, 2023 a ***** **** Claim Adjuster ******* ********* a 25 year inspection veteran inspected the shingles on my house for possible hail damage from an earlier storm. ******* ********* on Claim Number: *********** indicated that there was no hail damage but there was a condition called blistering on the shingles. ******* ********* contact information is *******************@*********.com ###-###-####, ext. **********. Blistering as I understand it is a manufacturing defect. During the manufacturing process impurities are trapped in the shingles and are released when installed and exposed to heat. Blistering leaves a crater with no surface stone and a hail stone leaves an indentation with surface stone in the indentation. From the year 2010 until 2023 I have always had a car in my driveway because I only have a one car garage. In those 13 years I have never had a claim filed with ***** **** for hail damage to my car. I would conclude that if there was sufficient hail damage to a class 4 shingle then I would have hail damage to my car. I am requesting that you honor your 50 year warranty due to blistering and replace the shingles on my house for clearly there are defects in the shingles placed on my house.
Business response
08/23/2023
Hello
We have also responded to the office of the Attorney General with a response explaining your claim was external damage such as hail, We also ran a hail report that shows significant hail between 2010-2018. If you have more concerns please reach out to us at ************** regarding your claim. Thank you, CertainTeed Technical Service Dept.
Customer response
08/31/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
The top issue to the shingles is an obvious manufacturing defect of blistering of class 4 hail resistant shingle that Certainteed even fails to acknowledge. Certainteed claims that the damage to my roof is hail damage.

Certainteed is failing to honor there 50 year warranty on there Landmark class 4 singles. Therefore I would like to request that a Certainteed report detailing the process that was used to establish Certainteed conclusion. Also I would like to request that a Certainteed factory representative be at my place at a mutually agreeable time so that the Certainteed factory representative can show me where the so called hail damage exists.

*****************************
Business response
09/06/2023
Hello: If you have any other concerns regarding our claim findings, call our Technical Service Dept at ************** Thank you
Customer response
09/11/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: I have had 3 roofing professionals inform me that there is a manufacturer defect in the shingles and certainteed is failing to honor there 50 year warranty.

Regards,
*****************************
Business response
09/12/2023
Hello: The samples you sent are showing signs of hail, see picture attached to this response, holes or circles with no granules are signs of hail, we suggest you contact your homeowners insurance for an evaluation of your roof concern. Blisters are caused by poor ventilation and are also external damage, and not a manufacturing defect and not covered under our warranty. Thank you.
Customer response
09/24/2023
This issue has not been resolved. The company has not proven there position. And the company is unwilling to compromise.
Initial Complaint
08/10/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Certainteed has refused to answer my shingle questions regarding my landmark shingle roof. I have only had my roof one year.Pic attached.
Business response
08/11/2023
Hello
We have started a 5 Star Warranty Claim for your concern, please contact us at: ************** Your Claim # is: *********
Initial Complaint
06/08/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I had my roof replaced in July of 2006 with Certainteed Landmark 40Plus shingles. I've noticed over the past 18 months that the granules keep falling off. I had a roof inspection this week and was told that there is a layer of granules in the gutter. The gutters were cleaned in January. This is supposedly a 40 year roof yet it isn't even lasting half of that!
Business response
06/12/2023
Hello
We have no record of your claim in our system please call ************** or you can start a claim at ctroof.com and we can address your concerns promptly.
Initial Complaint
06/03/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I filed a claim in 2022 under my warranty for solar panels manufactured by Certainteed. At first they claimed they no longer manufactured panels that fit my system and would have to manufacture some to fit. Since then they have stopped replying to my emails and they are not available by phone. Half of my solar panels have failed or are failing in a system that I spent $20k on in 2019, and Certainteed will not uphold the warranty I purchased. The panels are defective and it's obvious that they have no intention of honoring the warranty. I was promised they would be replaced.
Business response
07/05/2023
call: CertainTeed Solar Dept at ************** for any additional concerns re: claim ********* for assistance.
Customer response
07/19/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:

I have tried multiple times to contact Certainteed by email and phone and do not recieve replies nor have I ever been able to speak to a real person about this matter. I have been out of state on vacation, please do not close this complaint. It has not been resolved.
Regards,

******* ******
Business response
07/19/2023
Hello:
We will have our Solar team call you to help you resolve your concerns. If you have any direct questions please email us at *****@************.com Attn: Solar Dept.
Initial Complaint
02/03/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I had my roof replaced in November 2021 with Certainteed materials. The shingles were defective. Certainteed came in August 2022 , performed analysis of the shingles and agreed they were defective and will replace the roof as stated by the warranty.However, they would not tell us the amount and would only want to deal with a contractor. we gave them one. certainteed decided to issue an initial payment to him without our consent. we actually sent a note to them prior to that that we did not want them to do it. the contractor could not complete the work. we have decided to use someone else. all the contractor did was to have the shingles dropped at our place since November 30. certainteed would then tell us they paid him 14k without our approval. They would not work with another contractor. we jusr have learned that their budget to replace our roof was 20k while our original cost in Nov 2021 to replace the roof was 24k. if anything with the inflation, the cost should be higher. Also, we should not be held responsible for the amount they chose to pay the old contractor unilaterally. They need to settle with him. the check did not come from us.we need our roof replace asap as the shingles are defective. we do not want any damage to our roof. Dealing with them has been a nightmare. Poor customer service, they barely return calls or show any consideration.They have to support the entire cost of the replacement. their defective products has caused this nightmare to us.
Business response
02/17/2023
Hi ******* we have responded to this homeowner and their claim attached is the word doc version of our reply for you. If any questions let me know
Initial Complaint
01/19/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Bought the CertainTeed Presidential Roof. It came with a warranty of 50 years. It didn't even last 20 years and the ridge caps have blown away. I have had 2 roofing contractor out and both of them are in agreement that it was installed properly. I have sent and filled out all the warranty information to Certified. But for months we have been getting the run around. My husband and I are in our late 70's and we go over to the neighbors yard to retrieve our ridge caps from their yards. Anything you could do would be greatly appreciated.
Business response
02/03/2023
We have responded to your concern; we have sent a settlement release to your email. Please call Tech Services at 1-************ so we can further help you in this matter.
Thank you,
CertainTeed Tech Service Rep.
Initial Complaint
10/06/2022
Complaint Type:
Service or Repair Issues
Status:
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.
denied shingle warranty I moved in this house brand new construction in 2009 by 2014 one of the two roofs needed replaced shingles were sliding off like wet paper. I knew they were defective yet the company said no they were fine.Any idiot can see they were cracked curling and not worth two nickles I suffered many loses cause of this needed both roofs replaced prematurely repairing ceilings from water leakage and I want my money im out.I would like the company to contact me directly Im very upset
Business response
12/30/2022
11/29/2022
Dear *** *******,
CertainTeed LLC has received your correspondence dated November 2, 2022 and we have reviewed ******* *******'s file.
CertainTeed was contacted on July 11, 2018 regarding a shingle issue at the above-referenced property. CertainTeed promptly sent a warranty claim kit to the homeowner, which requests that shingle samples, photographs and a completed evaluation form be submitted to our lab. We received the requested samples and information in our lab on July 18, 2018.
An evaluation of the warranty claim was completed on July 19, 2018 and a determination was made to reject the claim per the terms of the Asphalt Shingles Limited Wind Warranty (5 years), which was in effect when the shingles were installed. A rejection letter was sent to the homeowner with a copy of the warranty.
I have enclosed a copy of the limited warranty for the specific product and year the shingles were applied for your review.
If I can be of any further assistance, please do not hesitate to contact me.
Sincerely,
Bob M*****
Technical Service Representative
Technical Service Department Roofing Products Group

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