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.
20 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:02/05/2025
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.
We paid G&G Roofing $11,550 for the new roof in June 28 2022. My insurance company cancel my insurance because of the roof which was two years old. G&G roofing knew of the problem with the shingles and told me to file a claim with Certainteed . They made a offer of $3633.50 and 25 sg ft of shingles whish I would have to pay to put on my roof. Certainteed knew the shingles were bad. I got insurance this year because my agent sent them the report from the city that the roof was not old.
Business Response
Date: 02/07/2025
Please call ************** for further information regarding your claim.
Initial Complaint
Date:02/01/2025
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.
Certainteed management has failed to administer a concise and consistent residential shingle warranty claim policy and procedure. The Delay, Deny, Defend tactics must end and Certainteed must honor their warranty promises.We live in The Villages, *******, a retirement community where a lot of homes were built around the same time (2014) using the same contractors and building materials. A number of neighbors noticed excessive granular loss on their shingles and filled a warranty claim with Certainteed. The first warranty claims in our neighborhood only required a Certainteed qualified contractor to inspect and take pictures of the house roofs showing the defective shingles with granular loss. The contractor pictures were then submitted to Certainteed to be qualified for warranty replacement. A number of neighbors had their roof shingles replaced under Certainteed's warranty policy where Certainteed paid a pro-rated amount that included shingles and labor. Then in June, Certainteed changed their requirements to include restrictive and unreasonable requirements to fulfill the warranty claim. Many of our neighbors gave up at this point.We went through and fulfilled Certainteed's demands only to have them ask for additional information over and above what they asked for in their June letter.The delay, deny, defend tactics must end. The warranty claim must be honored just like the other neighbors without restrictive and unreasonable requirements. Please help us with ensuring Certainteed makes good on their warranty promises.
Business Response
Date: 02/20/2025
Good Morning,
We apologize for the inconvenience, we will further review your claim and will notify you on any next steps that need to be taken.

Regards,

Roofing Warranty and Technical Services
P: ************
E: **********************************************************
************************

Customer Answer
Date: 02/21/2025
[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: 22886663

I am rejecting this response because:

Thank you for your response received by us on Thursday, February 20, 2025 regarding any next steps that need to be taken. We have satisfied all the 'next steps' required to deserve Certainteed's shingle warranty promises.
In April 2024, we provided pictures of our roof taken by your qualified roofing contractor just as many of our neighbors had done to receive their warranty replacement roof. But that was no longer good enough. Now your 'next step' required us to remove a full-sized shingle from our roof (with pictures and a completed shingle evaluation form) and mail it to Certainteed - ********, *** We did that. Certainteed committed a written report in three to four weeks. We waited four weeks only to have more 'next step' requirements placed on us. Now we had to provide 'proof of ownership' and an 'aerial roof measurement report'. We completed both by the first week of February, 2025. We have satisfied all the 'next steps' required by Certainteed.
Your next steps to be completed on or before Friday, February 28, 2025 is to email us a list of Certainteed qualified contractors for us to contact for reroofing our house and the pro-rated amount for labor and shingles that Certainteed will pay that is equivalent or better than our neighbors received in 2023 and early 2024.
I'm confident we can resolve this matter quickly and to our mutual satisfactions.
CR0899090
**** and ***** *******

Regards,

**** *******

Customer Answer
Date: 02/24/2025
On Friday, February 21, 2025 we received a letter from Certainteed ******************* that they are going to honor our warranty claim. Thank you for your help in resolving this matter.
**** and ***** *******
Initial Complaint
Date:11/11/2024
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 called the claim department of CertainTeed Solar in early September that I have a broken solar panel thats not performing. I received a claim number by mail: CR0907249. On 10-1-2024, I contacted them again by phone requesting they fix the broken solar panel.On 10-16-2024, I called the company and talked to a man named ****. He said they would take care of it within one or two weeks.On 10-30-2024, after not hearing from them, I called them again and talked to **** again, and he told me they didnt take care of it yet? And I said no. He said Ill see what I can do.On 10-31-2024, I sent an email to ************************************* complaining of the broken solar panel, and never heard back from them.
Business Response
Date: 11/19/2024
Please send email or call us at ************** re: your concerns. We did reach out to another roofer for your claim on Nov 13, 2024 Thank you
Customer Answer
Date: 12/05/2024
Complaint # ********

Following my complaint regarding the defective solar panel and the BBBs intervention, I received an email from Solar, RPG on 11/20/2024 indicating that they do not have a credentialed Solar Contractor in my area. They stated that if I could locate a contractor in my area, they would assign the investigation to him.

I found a reputable solar company in my area, and I emailed the information to Solar, RPG on 11/26/2024. The local solar contractor whose name and information I gave them was:
******** ******
PV Project Manager
*************************************************
Direct Line:************ (text or call)
*******************************
************************************
Company Number: ************** ext. 115
On 11/27/2024, Solar, RPG requested from ******* information needed to review the claim. The same day ******* provided the requested information to Solar, RPG.

On 12/4/2024,I contacted CertainTeed to inquire about the status of my claim. Only after my call to Solar, RPG, did they acknowledge receipt of the information needed to review my claim.
As of 12/5/2024,I am still waiting for CertainTeed to approve the claim/greenlight the work so that ******* can replace the defective solar panel.
Thank you for your continued help on this matter.
Best,
****** ******

Customer Answer
Date: 01/13/2025
TO BBB
I WOULD LIKE TO EXRESS MY SINCERE THANKS FOR YOUR HELP IN RESOLVING MY CASE.
THE DEFECTIVE SOLAR PANEL WAS REPLACED YESTERDAY (JAN 11) AND IS WORKING AS EXPECT.
BLESSINGS.
Initial Complaint
Date:10/01/2024
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.
Warranty claim for 2 out of **************************** Jan 2018 by Solar Help ******. Panels were examined in Jan 2024 by **********************, Revolu Sun discovered not to be producing. Claim #CR0904146 on 25-year warranty filed online 7-03-2024 for replacement of inoperable panels. Multiple phone call follow-ups *************) made by me: 7-9-24(******), 7-29-24(****), 8-20-24(****), 9-16-24(******). with no progress toward resolution. CertainTeed does not communicate status nor returned phone calls.
Business Response
Date: 10/01/2024
Hello we have forwarded your concern to our *********** you can also send a direct email to them at: *********************************************************************** Thank you.
Customer Answer
Date: 10/07/2024
[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: 22354018

Only an interim response from company. Not a resolution or satisfaction of issue. Awaiting complete response from companys solar ***** to replace defective panel per warranty.

Regards,

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

Business Response
Date: 10/16/2024
Hello please email the solar **** re: your concern at: ************************************ Thank You
Initial Complaint
Date:09/20/2024
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 have a CertainTeed - SureStart Plus 5-Star Warranty on our roof. It leaked and the contractor CertainTeed had look at it determined it was improperly installed and that they should replace it under the warrantee. They had a contractor (Tekline Roofing) proposing to do so that then decided not to move forward with it. On 5/23/24 they said they were "in the process" of finding another but have not replied further to our emails since that time.
Business Response
Date: 09/23/2024
Hello Please call our 5 Star team at ************** re: your concerns so we can address them.
Customer Answer
Date: 10/07/2024
I responded to the company but did not realize you needed a response also after their initial message. I would like you to reopen this case as our roof is still not repaired.
Business Response
Date: 10/23/2024
Hello
Please call ************** with your existing claim number so we can address your concerns and let you know the next steps please. Thank you
Customer Answer
Date: 10/28/2024
[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: 22314297

I am rejecting this response because: I have made many efforts to reach out to the company and gotten very occasional responses that they "are looking" for someone to replace the roof. On 9/24 they said they "found someone" and requested an estimate, but I have had no further follow up or response sense then.

Regards,

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

Business Response
Date: 10/30/2024
Hello
We will have a *** from our 5 Star Team to reach out to you asap to clear up your concerns. Thank you
Customer Answer
Date: 11/02/2024
[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: 22314297

I am rejecting this response because: it has been a year and we still don't have a replacement roof. Also, no one from certainteed has reached out.

Regards,

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

Business Response
Date: 11/08/2024
Hello, we have sent your request to our Territory manager and to the roofer who is helping us with your claim, we are asking them to respond asap, and to you. Its best you email us directly with your concerns at *************************************************************
Thank you
Customer Answer
Date: 11/13/2024
[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: 22314297

I am rejecting this response because:
It has been a year and we are still waiting

Regards,

**** Street

Business Response
Date: 11/20/2024
Hello
WE hear your concern, and awaiting an answer from the Roofer, once attained we can proceed with this claim. Thank you.
Customer Answer
Date: 12/09/2024
[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: 22314297

I am rejecting this response because: the roofer was here weeks ago and we haven't heard further from you. At every step you would seem to be dragging your feet. Meanwhile it keeps raining.

- ***************

Business Response
Date: 12/11/2024
Hello:
WE have contacted the Roofer who was there, and they need to fill out the work order with details and pictures, we are still waiting for his reply, so we can review and respond to you promptly. We have notified the Territory Manager on this. Please email any concerns to **************************************************************
THANK YOU, TECH SERVICES
Initial Complaint
Date:08/26/2024
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.
Contractor replaced the entire roof June 29, 2022. April 23, 2024, insurance home inspection revealed CertainTeed Landmark / Mojave Tan Shingles have a substantial granules loss throughout the entire roof. The roof installation is LESS THAN 2 YEARS. At a financial cost to me, multiple times provided requested paperwork, photos and shipped shingles to CertainTeed. Pro ********************************* Sandford FL installed the roof and also acknowledged the substandard shingles. CertainTeed denied the claim stating hail, foot traffic or some other outside source none occurred during the LESS THAN 2 YEAR period. Requested examples of other outside source since my home is in an open area with no shrubbery or trees in close proximity to my home request not answered.
Business Response
Date: 08/29/2024
Hello - Please call us at ************** re: your concerns so we can assist.
Customer Answer
Date: 09/03/2024
[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: 22199493

I am rejecting this response because: Have telephoned several times before without a resolution other than send more photos and shingles which is costly. I will telephone again as requested in the business response.

Regards,

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

Business Response
Date: 09/06/2024
Hello
We are in receipt of your samples and both have shown external damage, and testing shows no Manufacture defects of the product. Feel Free to contact us at **************
Customer Answer
Date: 09/13/2024
[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: 22199493

I am rejecting this response because: Other than a defect, what would cause a massive loss of granules, over a vast number of shingles, in less than a 2 Year period? No storms, foot traffic, or other occurrence happened during the less than 2 years of the installation.

Regards,

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

Business Response
Date: 09/18/2024
Hello
We will set up an on site inspection with you to schedule to evaluate your concerns more closely, any questions please contact ************** Thank you.
Customer Answer
Date: 09/25/2024
[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: 22199493

I am rejecting this response because: At the very beginning of the complaint, I requested an inspector to be onsite with my roofer and insurance inspector. CertainTeed replied that they did not have an inspector. CertainTeed inspector arrived at my home 9/20/2024. He would not provide any information due to his concern of possible legal litigation. More' than once,I have' called your telephone number and left messages that were not returned. Waiting on CertainTeed to provide results of their inspector's finding.

Regards,

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

Business Response
Date: 09/30/2024
Hello
Thank you for responding to us, we are putting your claim under re-evaluation, we will get in touch with you after it is completed.

Customer Answer
Date: 10/10/2024
[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: 22199493

I am rejecting this response because: I am waiting to assess the re-evaluation.

Regards,

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

Business Response
Date: 10/16/2024
Mr ********* we have sent you our re-evaluation release, via email did you get this. If not contact us at ************** Thank you
Customer Answer
Date: 10/24/2024
[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: 22199493

I am rejecting this response because: I did receive the re-evaluation and I am currently getting a clear understanding of all that the re-evaluation entails. I will soon contact you on your telephone.

Regards,

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

Business Response
Date: 10/30/2024
Mr ********* we have emailed you our settlement offer on 9/30/24, We are not sure why you have not received it via email. Call ************** if you have NOT received it so we can resend. Thank you
Customer Answer
Date: 11/12/2024
Have' received documents from the company and resolution is satisfactorily progressing.
Initial Complaint
Date:07/11/2024
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 Roofing Shingles - Warranty Claim # CR0898214 Dear Sir,On February 27, 2024 I filed a warranty claim with Certainteed regarding defective shingles on my roof. On March 28, 2024 I again contacted Certainteed and provided photo's of my roof. Certainteed confirmed that they had received all the necessary information to process my claim. . I was informed that an inspector would be in contact with me. My roof was finally inspected on April 16, 2024. Following the inspection I was informed that Certainteed would process my claim within approximately 3 weeks.On June 14, 2024 I received a letter from Certainteed admitting that a portion of the roofing shingles were defective and offering one bundle of shingles as compensation.I contacted Certainteed and informed them that this offer was totally unacceptable.My house was constructed in 2015 at the same time as all the other homes on my street. My neigbours have filed claims with Certainteed and received compensation for complete roofing single replacement The shingles on my roof are from the same batch of defective shingles as my neighbors homes Certainteed had a manufacturing problem with the Shingles made at this time. A roofer cannot select and replace just a few shingles and retain the integrity of the roof. Certainteed cannot garantee that the remaining shingles on my roof are defect free.After a heavy rain a quantity of granules from my shingles are found in the gutters of the house. This indicties that the shingles are continuing to degrade.I am seeking your help to obtain an acceptable Warranty compensation package from Certainteed. This should be equivalent to the package given to my neighbours on the same street and in the same neighborhood. (approximatly $15,000)As more claims are filed it is apparent that Cetainteed and not honouring their Warranty Commitment on the homes that are filing later in the process. Thank you for your help and assistance.***********************
Business Response
Date: 07/12/2024
Hello:
Please call ************** with your concerns, we had an on site inspector inspect your home and only found 2 shingles with a concern for splicing. Is why the settlement only reflected this. They also found some blue green algae on the roof, which falls under our 10 year algae warranty for a cleaning paid by us. Please call for further details. Thank you
Initial Complaint
Date:06/12/2024
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 had CertainTeed LandMark roof shingles installed in December 2005. The warranty was for 30 years. Recently, in our front porch ceiling cracks appeared in the drywall from rainwater. I contacted CertainTeed with pictures of the ceiling seeking their honor of the warranty. The companies reply was that I hire a roofer to inspect the roof and send them the damaged shingles for their inspection. The leak in the shingle must be small and identifing the shingle(s) would be almost impossible. Sending them the defective roof singles would expose the roof to serious leaking. The company's demand to honor their warranty is unworkable and unreasonable and a practice to deny warranty claims. A number of attempts to resolve this has been without any resolution. Last contact with CertainTeed the week of May 20, 2024.
Business Response
Date: 06/14/2024
Hello please call our Technical **** to discuss your concern. ************** If you have a leak please call a roofing contractor to investigate why its leaking to cause issues. If its the shingles you will have to start a claim and send us the shingle so we can evaluated why. If its anything other then the shingles that is not covered by our warranty.
Customer Answer
Date: 06/17/2024
[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: 21764652

I am rejecting this response because:
Its the companys reply that caused me to file this complaint. Totally unacceptable.

Regards,

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

Business Response
Date: 06/18/2024
Hello:
We have reviewed your claim and all labor and materials have been settled, Please contact your roofing contractor. Thank you
Customer Answer
Date: 06/25/2024
[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: 21764652

I am rejecting this response because: *********** has had no settlement discussions with me but claims there is a settlement. They need to detail fully what they are ready to pay for labor and materials to settle this claim. If they are willing to pay the labor and materials to replace the singles on our front porch roof, that will be acceptable to me, BUT there are no details, whatsoever, as to what the alleged "settlement" is, and thus the offer is unacceptable.

Regards,

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

Business Response
Date: 06/28/2024
Hello we did send you a letter explaining how the process works, we need to know what is causing your leak, if its the shingles you need to submit a shingle in the worst condition, so our lab can evaluate your concerns. Looks like all we have are photos showing your internal leak. We need a sample off your roof and pictures of the roof showing that the shingles are causing this. Have you contacted a roofing contractor to assist you? Nothing can be processed with out all the paperwork, form, pictures and sample, once received we can move forward. CR0900390 Thank You
Customer Answer
Date: 07/02/2024
[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: 21764652

I am rejecting this response because: their position remains the same, the warranty procedures are unreasonable and unacceptable.

Regards,

*******************************
Initial Complaint
Date:06/05/2024
Type:Product 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 has provided a faulty product as follows:1) Heavy Granule Loss: The shingles are shedding granules at an alarming rate, which is reducing their lifespan and effectiveness.2) Lack of Resistance to Algae/Fungus: Despite claims of resistance, the shingles have rapidly developed algae and fungus growth, leading to unsightly stains and potential structural issues.CertainTeed has claimed that granule loss is due to "foot traffic" and "possible hail damange", yet provided no evidence of either claim. To investigate the baseless claims, I hired an independent roofer to inspect the roof. He confirmed the heavy granule loss and noted that there was no evidence of foot traffic or hail damage, contrary to the company's claims. He claimed the product is faulty based on his inspection. Regarding the shingles being Algae/Fungus resistant, in the letter from CertainTeed I provided, they acknowledged the shingles have failed to protect against Algae/Fungus and recommended I have my roof power washed to clean off the Algae/Fungus as their letter states, "Since the shingles on your roof were Algae/Fungus resistant, CertainTeed LLC is extending a monetary adjustment to have your roof cleaned by a professional."Having my roof cleaned by a professional will accelerate the issue with granule loss and CertainTeed has stated, "Please keep in mind that the fungus staining might reoccur at any time and periodical inspections of your roof will allow you to take preventative measures before it gets too severe."This is unacceptable for a roof that's only 9 years old and this is the second time within the past 3 years we've contacted them about these issues.
Business Response
Date: 06/14/2024
Hello Please call our 5 Star ************** **** at ************** re: your concern on claim CR0876493, or email them at ***********************************
Customer Answer
Date: 06/17/2024
[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: 21804967

I am rejecting this response because: My wife *****, spoke to **** from CertainTeed on 6/17/2024. He said, "it is under review." She said, "I need a reply in 10 days from you." He then said, "I can look at it." CertainTeed is standing by their original resolution for me to pay a company to have the roof "soft" cleaned per their instructions. She said, "that is not acceptable and will further ruin my roof. More granules will come off my roof and it was stated in CertainTeed original email that it FAILED the algaecide warranty" My wife also said, there is no reason a roof of 9 years or any roof needs cleaned."My wife also asked so this is not under review as you said in the beginning of this phone call, this is your resolution. **** said, "yes."

Regards,

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

Business Response
Date: 06/18/2024
Hello:
Our 5 Star Team has offered to clean your roof of the Algae with a settlement release. Please refer to our algae warranty for details for 2015 Limited Warranty on line at www.ctroof.com The success rate is very favorable to have this done. Please call ************** to discuss further.
Customer Answer
Date: 06/25/2024
[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: 21804967

I am rejecting this response because: ONE: the warranty states resistant to algae for up to 15 years. My roof is 9 years old. Therefore, the warranty has failed and should be replaced. Not only has it failed that but TWO, the roof has also lost most of its granules and is discolored. Not due to external factors i.e., foot traffic or hail-neither of which I have had. THREE, their remedy of cleaning will deteriorate the roof more and they did NOT offer to do it. They told me to hire someone and give them their recipe for the solution and then it it meats their standards then they would reimburse me. Also, anyone who is a homeowner does not yearly clean their roof. I would like the shingles on the roof replaced.

Regards,

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

Customer Answer
Date: 07/03/2024
************ provided not resolution and they just don't care. They should at least reimburse me for the materials if not come clean it themselves. They want me to get someone, pay them and then they will decided if it is correct and if it is not they don't reimburse me. ************ is horrible and does not stand behind their warranty. The shingles clearing have algae and its only 9 years old. They are discolored and shingle granules have all but disappeared. All of this you do not need to be a roofer to see. I would also like EAS roofing mentioned they have/had used this companies materials.
Initial Complaint
Date:05/29/2024
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:
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A roof on our home was put on in 2009, CertainTeed shingles were used by the **************** We purchased a SureStart Plus Warranty, which covers materials, labor, tear off and disposal for 15 years. This expires on 6/15/24. Our insurance company says this is not hail damage. CertainTeed says it is an external source, such as foot traffic or an outside source. We have had 3 different companies out to look at the roof, with each one stating it is a manufacturer defect. This has been created with an I-Pad, I will create a 2nd complaint from a PC to send pics and warranty certificate.
Business Response
Date: 05/31/2024
Please call ************** re: your concern on Clam CR0893067
Customer Answer
Date: 06/13/2024
Hello,
CertainTeed has sent an email stating they are replacing all materials and labor for our roof. Please accept our apologies for not completing this before end of Business day. Hopefully the Complaint can be removed from the ** website. Thank you for assisting with the issue.
Sincerly,
*****************

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Certainteed Corporation is NOT a BBB Accredited Business.