Business Profile

Building Materials

Certainteed Corporation

Headquarters

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Complaints

This profile includes complaints for Certainteed Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

43 total complaints in the last 3 years.
19 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:08/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our roof was done less than 8 years ago...we had severe granular loss. Went through the process of a claim....they offered to replace the shingles however, will not pay for other parts, labor, disposal etc....Our project 8 years ago was roughly ********* now with what they are offering we'll still have $8000.00 out of pocket cost--we cannot afford that...
Business Response
Date: 08/06/2025
Hello,
I am responding to your correspondence regarding the warranty settlement made by CertainTeed on your roofing shingles.
The warranty settlement is based upon reasonable costs of replacement shingles and labor to install new shingles with no prorated reduction for the first 10 years after installation. The cost of roof tear-off, disposal,flashing, metalwork and all other roofing cost are not covered on the Landmark Product. A copy of the Limited Warranty for the specific product and the year your shingles were applied is attached.
If you have any questions regarding this information, please call Roofing Warranty and Technical Services at ************** or email *********************************
Sincerely,
*******
Technical Service Representative
CertainTeed Roofing
Customer Answer
Date: 08/21/2025
We are working directly with the sales *** for Certain-****...still work in process.
Initial Complaint
Date:07/13/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Built new construction home on 2021. The house has Certaineed Monogram double 5 siding in midnight blue which is discontinued. The siding is faded, discolored in many areas. I started a warranty claim and Certaineed made me submit a sample. Had to remove a 3 foot piece of siding from the home a ND mail it to them. A warranty claim was denied and reason Certaineed claimed the fading and discoloration was from a external source. I asked Certaineed to send a *** to the home to inspection but they refused. I've has 3 Certaineed siding installers state this most certainly should be covered. Most claim this is the reason they "Certaineed "discontinued the color in D5 Monogram. Whatever the case....not sending a *** out is terrible customer support. Im in disbelief and extremely disappointed in the company. Due you due diligence before making a decision which product and company will stand by their product.
Business Response
Date: 07/14/2025
Mr. *********,
Sorry for you dissatisfied. But there is no need for an inspection as we received an actual sample from you home and photos. The sample and the photos clearly show external staining(see attached photo). And inspection would not tell us any ******** can clearly see something was spray onto the siding and created run marks.
And our warranty does not cover external staining.
This was discuss with you on the phone with several representatives.
Best Regards,
CertainTeed Siding
Customer Answer
Date: 07/14/2025
[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: 23592539

I am rejecting this response because: The business is choosing to make a determination from one Section of siding 3 feet in length. They are refusing to send a field representative to see the entire condition of the faulty siding. This is the main complaint. Nothing but prescribed power washing with mild detergent as indicated on Certaineed website from a power washing company was conducted. Again, I respectfully request an in person inspection from a field representative to get the scope of the problem.

Regards,

***** *********
Initial Complaint
Date:07/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In late March I learned that the homeowners insurance denied coverage on my home due to my roof. I kept getting letters from my mortgage company stating they were about to insure my home and I found that strange being that I switched to a new company back in December of 2024. I called my insurance person and he said they wouldnt insure me due to the shingles on my house lifting and curling the entire roof. I had the company that did my roof to come out and inspect and they said the same thing. I sent off the samples in early April with the request paperwork. CertainTeed said they didnt get the paperwork so I emailed it. They have denied fixing my roof twice due to normal wear and tear when my home was completely finished being build December of 2022. There is no way in a little over 2 years the roof should be doing this.
Business Response
Date: 07/18/2025
Hello,
Please find the attached information we emailed to ****** ******** on the claim at ****************************************************************************************************

If we can be of any further assistance, please contact us at the address or phone number listed on the letterhead.

Sincerely,
**** ******
Technical Services Department
Roofing Products Group

Customer Answer
Date: 07/21/2025
[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: 23523369

I am rejecting this response because: I have only been in the home just over 2 years, the all of the shingles are lifting and curling. I have all the documents to back that up. The company that installed my roof said referred me to filing the claim for the shingles. This is unacceptable, and I am not willing to settle with just normal wear and tear with a newly built home. All I want is for all the shingles to be replaced and all cost are covered to do so. I will go as far as contacting the local news stations to get the word out about what I have had to go through. This is not right!!

Regards,

****** ********

Business Response
Date: 08/04/2025
Please find attached information for Claim # CR0915177.
CertainTeeds *********************** Warranty affords protection against manufacturing defects in the shingles quality and composition.

Sincerely,

Technical Services Department
Roofing Products Group

Customer Answer
Date: 08/07/2025
[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: 23523369

I am rejecting this response because: I am rejecting this response because: I have only been in the home just over 2 years, the all of the shingles are lifting and curling. I have all the documents to back that up. The company that installed my roof said referred me to filing the claim for the shingles. This is unacceptable, and I am not willing to settle with just normal wear and tear with a newly built home. All I want is for all the shingles to be replaced and all cost are covered to do so. I will go as far as contacting the local news stations to get the word out about what I have had to go through. This is not right!!

Regards,

****** ********

Business Response
Date: 08/11/2025
Hello,

Please find the attached letter we sent to Ms. ******** for her claim.

If we can be of any further assistance, please contact us at the address or phone number listed on the letterhead.

Sincerely,
**** ******
Technical Services Department
Roofing Products Group
Customer Answer
Date: 08/15/2025
[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: 23523369

I am rejecting this response because I need my shingles to be replaced and the labor to be taking care of, and I am going to reject this every time until it is done. I am in the process of doing an interview with the local news station about this is well. I feel like I am asking for something so simple.

Regards,

****** ********
Initial Complaint
Date:06/29/2025
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is over the CERTAINTEED Landmark Woodscape Premium Series Roofing Shingles, Designer Series, with a LIFETIME LIMITED WARRANTY AGAINST MANUFACTORING DEFECTS.When purchased/installed on 11/03/2010 this product was advertised a having exceptional value with high performance values and most importantly, concerning this complaint, LASTING BEAUTY that EDURES TIME AND WEATHER, due to its thickness, that assures its beauty.Earlier this month I submitted a claim (# CR0917213) detailing what can be considered a manufacturing defect and has been acknowledged by CertainTeed as such in their settlement document.When I purchased the MAX DEF MOIRE BLACK shingle, it advertised as having more DEPTH OF ***********, that color has washed out significantly with areas alternating between a lighter and darker grey.These 50-year Shingles look terrible after a relatively short period of time (15 years) and make the overall appearance of my home significantly diminished. They made a settlement offer of $434.07 which I rejected and found to be insultingly unacceptable.This roof when initially installed cost approximately $********** it will cost me $15,000 to ********** fact, I used a Credentialed Roofing Contractor found on their website that was authorized to put on CertainTeeds Roofing System to maintain their warranty.I had requested to speak with an authorized representative who could negotiate a more reasonable settlement but was ignored and told that their offer was legally compliant with the warranty given at the time.This is clearly a manufacturer material defect that was present on the day it was manufactured. There are no other factors responsible for this damage. I would have never purchased this PREMIUM system had I known that its appearance would deteriorate to such a level in such a relatively short time.I will attach their offer and warranty and a roof photo and will provide any other documents that you may require. Thank you.
Initial Complaint
Date:06/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
CertainTeed installed my roof in 2010, and I was informed by their customer service that the warranty is valid for 30 years. Recently, however, the roof began to leak, and upon inspection, the issue was found to be the result of a manufacturing defect in the roofing materials.I subsequently contacted CertainTeeds customer service department to report the problem. Unfortunately, the resolution offered was a prorated reimbursement of only $600. This amount is substantially below the estimated replacement cost of approximately $20,000, as provided by multiple roofing contractors. Given that the roof has been in service for only 15 yearshalf of the stated 30-year warranty periodthe prorated compensation should reasonably reflect 50% of the replacement cost, not merely 3%.In light of these circumstances, I respectfully request that CertainTeed fulfill its warranty obligations and assume appropriate responsibility by covering a fair and reasonable portion of the replacement cost.I have provided all the supporting document and a roof sample to CertainTeed and here is the CertainTeed Claim#: CR0918296
Business Response
Date: 06/12/2025
Hello,
Please find attached information we sent to the homeowner for Claim # CR0918296

Sincerely,
**** ******
Technical Services Department
Roofing Products Group
Customer Answer
Date: 06/13/2025
[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: 23442324

I am rejecting this response because:
1. The roofing material provided by your company has been deemed defective by a licensed contractor who conducted an inspection on our behalf. A sample of the defective material has been mailed and confirmed as delivered to your office. This issue is not the result of normal wear and tear. Therefore, we are requesting a refund to cover the appropriate cost of replacing the roofing.

2. According to your customer support, the ********************** comes with a 30-year warranty. Since our roof was installed in 2010 and has only been in use for 15 years, we are entitled to at least a 50% refund of the replacement cost to fairly reflect the remaining warranty period.

3. We are aware that other customersincluding several in our neighborhoodhave experienced the same issue with your product. In many cases, these customers received refunds covering 80% to 100% of their replacement costs. We are simply asking for fair and consistent treatment in our case as well.

Regards,

******* ****

Customer Answer
Date: 07/11/2025
I haven't heard anything from the company since I responded to the company's response back to 6/13. Can I get an update on this matter?
Thanks,
Initial Complaint
Date:05/11/2025
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Certainteed Select Shingle Master put a new roof on my home and in my contract and guaranteed me a 5 Star Warranty. THE DAY THEY INSTALLED IT I REALIZED THEY WERE NOT installing my new roof in compliance with Certainteeds Manufacturing Guidlines, and reached out to Certainteed Tech Support. They sent me the TECHNICAL SPECS for overhangs, Roof Deck Spacing, and Roof System Ventilation. And told me if my deck was not installed in compliance with Certainteed's Technical Guidelines, my warranty would be voided. Certainteed promotes in multilple online sites, Five STar Written Documents, Master Crafsman Shingle Operations Manual, etc. that Shingle Masters will install my roof in accordance with Certainteen Manufacturing Guidelines. Your warranty brochure states you warranty workmanship. Certainteeds' Master Craftsman Shingle Operators Manual, Edition 6 page 2 States: " SELECT Shingle Masters are able to offer 5 - Star Warranty Coverage Which includes workmanship. All recommended procedures are required when offering 5 Star Warranty's. "When I told this to the Select Shinge Master/Company that installed my roof, they refused to correct all the mistakes. I reached out to Certainteed's **************** MULTIPLE TIMES (10 or more), Certainteeds Regional Managers, etc. I requested that they come see my roof with decking that has gaps, cracks, holes much larger than 1/8 inch, no sheathing, wrong underlayment, overhangs as large as 1 3/4 inch, inproper ventilation, no air intakes, they closed my ridge vent, etc. etc. I requested that Certainteed view my roof. They refuse an then they don't anwer any emails, texts or calls. BECAUSE THE ROOFER CAN NOT BUY MY WARRANTY - it would be fraud if they did, CERTAINTEED refuses to even look into the matter. THEIR SELECT ********************** is a large client. I AM ASKING CERTAINTEED TO VIEW THE WORK OF THERE SHINGLE MASTER AND MY CONTRACT! I have Inspections from other Certainteed ************************ Engineer, ****.
Business Response
Date: 05/21/2025
Hello. To better assist you with concerns regarding your roof, please call Roofing Warranty and Technical Services at ************** or email ********************************* Thank you.
Customer Answer
Date: 05/31/2025
[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: 23315910

I am rejecting this response because:
They requested I contact their Warranty office. I already have done this at least 15 times. And again recently. They deny any responsibility for their s
Certified Select Shingle Master not adhering to them Manufacturing Installation Guidelines, that they refuse to inspect the work they did, and/or get involved in anyway. I have offered Certainteed to have their Regional *** come view the work, or meet with the Engineer, or other Inspectors I have paid to substantiate my claim. The Technical support person states if the roof was not installed by Certainteed Manufacturing Guidelines, the company would not would be vkid. They refuse to send me a copy of there 5 star warranting legal guidelines. They absolutely refuse to stand behind CERTAINTEEDs CERTIFIED SELECT SHINGLE MASTERs Poor workmanship. They don't even take formal complaints and investigate.
I was told by an Engineer and another Certainteed roofer said anyone can be a CERTAINTEED Select Master Shingle Master if they take the written test. Yet their marketing makes it look like if you hire one you will receive a roof that is guaranteed to be installed by their guidelines.
I want Certainteed to inspect my roof and confirm what the Engineer confirmed, my roof was not installed by Certainteed Manufacturing Guidelines. Its the right thing to do, if Certainteed cares about their consumers.

Regards,

***** ****
Initial Complaint
Date:04/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I put in a warranty claim on shingles that were on my manufactured mobile home. My home was manufactured in 2016. This year, I noticed 2 spots on my ceiling in separate rooms. I checked the roof and found that the shingles were faulty which caused my ceiling to be damaged. Certainteed asked for a claim form to be filled out and a shingle sample to be mailed to them. I sent all the requested information to them only for them to deny my claim. My home isn't even 10 years old and it's no coincidence that this happened in 2 places on my roof and ceiling. These shingles were supposed to be under warranty for 20 years yet I'm not even 10 years in and they've denied a claim for what is very obviously faulty shingles. There was no offer of any resolution. Just a flat out denial. Another example of a company making customers jump through hoops for a warranty claim only to deny it. They set all these requirements and requests for information with no intent of actually following through with their obligation to remedy faulty products or workmanship.
Business Response
Date: 04/30/2025
Please find attached the claim form that was sent to ********** ****** on 4/30/2025.

If we can be of any further assistance, please contact us at the address or phone number listed on the letterhead.

Sincerely,
**** ******
Technical Services Department
Roofing Products Group
Initial Complaint
Date:03/13/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a Certainteed solar system (Apollo II Tile 63W) that has repeatedly failed for the past 18 months. Company was contacted and issued a warranty number back January 8, 2024. Panels were replaced last summer (2024) but almost immediately failed again. Finally, I was instructed by the contractor hired by Certainteed that no new panels were available to remedy the problem. Months go by with no Certainteed return calls and they sent a letter offering to buy out the warranty. However, documents were submitted to Certainteed on February 11, 2025 per their request and no response from the company.
Business Response
Date: 03/14/2025
Good Morning,
The release for the claim has been received and payment is currently being processed.

**** ******
Technical Services Representative
CertainTeed Roofing Warranty & Technical Services
Customer Answer
Date: 03/14/2025
[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: 23062562

I am rejecting this response because: there has been zero communication from Certainteed regarding the payment, especially the calculations to arrive at the settlement. I asked many times in phone messages and emails that I wish to discuss the specifics of their settlement numbers. The solar system has not worked since the fall of 2023 when we contacted the electrical contractor who was tasked as the Certainteed representative to remedy the system failure. They were contacted several times over the past 18 months by myself and were not able to correct the faulty system.
Bottom line here is - I want to know their settlement offer and how it was calculated before they issue any type of payment. The cost of my solar system was significant and I believe that my request is more than reasonable.
Regards,

***** *******

Business Response
Date: 03/20/2025
CR0896293- The system settlement letter was sent to the customer via email on 3/15/2025. And a response to his inquiry about the settlement was sent via email this morning (3/20/2025). Attached is the warranty that applies to the customer's Solar installation.
Customer Answer
Date: 04/03/2025
Certainteed offered a satisfactory settlement (buyout) of the warranty for their product. I still maintain their timeliness was slow and communications poor.
Business Response
Date: 04/04/2025
Your signed settlement agreement was received. Please allow 3 weeks to receive the payment in the mail.
Initial Complaint
Date:03/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I own a home in The Villages, ******* that I go to in the wintertime. It is the largest seniors community in the country. On Oct. 22, 2024, I received a letter from Certainteed-Saint Gobain, *************************************************** (Tel.: **************), the national shingles manufacturer company This letter provides instructions to file a warranty claim with its roofing technical services department. Per this letter and when I returned to The Villages in December 2024, I supplied via email to the required email address (below) on January 8, 2025 required photos of my roof with the required form properly filled out that this letter requested. It is now TWO MONTHS LATER. and I have heard nothing! This is despite my doing the following: sending 3 emails (dated 1-8-25, 1-22-25, 2/6/25) to the specified email address **************************************** without hearing back at all, AND also placing 3 phone calls to the 800 number listed above, speaking first with **** and then with **** twice ((1/29/25, 2/6/25, and 2/14/25). Each time I was told my claim was "under review" and acknowledging having received my photos and form, though the last time I was in addition told by **** a claim is resolved within 2-6 weeks. It seems like this company is undertaking a delay, delay tactic, if not a scam of some description, as to seniors in *********************** all in order to avoid processing and avoiding having to decide warranty claims for their shingles. I have heard abut these delays from others. Can the BBB undertake some sort of investigation in order to get to the bottom of what this company is doing with claims being filed as to its shingles, certainly as to my claim. Thank you.
Business Response
Date: 03/26/2025
Good Afternoon,
The attached PDF was emailed to **************************** on 3/17/2025. This provided Mr. ******** the status of re-evaluation of his claim number.
If you have any additional concerns about your roofing shingles, please contact the Technical Services Department at email address or phone number listed below.

Regards,
**** ******
Roofing Warranty and Technical Services
P: ************
E: **********************************************************
************************
Initial Complaint
Date:02/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were reviewing our house warranty folder on communications with CERTAINTEED. After debating many months on whether to proceed with a complaint, here it is. CERTAINTEED is making it extremely difficult to proceed with our roofing warranty claim and for them to honor it. Our claim was submitted to them, March 19, 2024 at *************************************** As instructed by CERTAINTEED, photos were submitted within that email by a qualified roofing company that inspected and took the photos showing excessive granular loss. Many neighbors already had their warranty honored by submitting their photos. Now, CERTAINTEED wants us to remove and send roofing shingles to them! After many phone calls, I believe we were and are getting the run around. We live in The Villages, *******, a retirement community. I truly believe that by CERTAINTEED adding this additional requirement it is meant to discourage us and others from pursuing a warranty claim. CERTAINTEED needs to step up and honor our roofing warranty claim which they did for other neighbors. Any help you can provide for this warranty to be honored by CERTAINTEED is appreciated. Thank you.
Business Response
Date: 03/12/2025
Hello-In order to process your claim, CertainTeed requires a full-size sample and additional photos. We will resend the information letter originally sent in May 2024. If you have any further questions, please call **************. Thank you.
Customer Answer
Date: 03/13/2025
As per CertainTeed's request for the shingle sample and photos, they were sent to CertainTeed via ***** with an ETA to arrive at CertainTeed on Friday, March 14, 2025.

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Certainteed Corporation is NOT a BBB Accredited Business.