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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Submit a Complaint

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: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:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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,
*****************
Initial Complaint
Date:05/23/2024
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.
After researching several roofing companies, we chose ***************** Roofing (***) to install a new roof on our house. Contract was signed on Sept 30, 2023. Initial payment of $7824.00 was made on 10/01/2023 leaving a balance of $9084.02 payable upon completion. Replacement roof decking (as needed), architectural shingles, and new gutters on our home were installed on Oct 18, 2023. Within 30 days, we observed that the new shingles had broken corners and bare spots. We, consequently, contacted the *** representative, *******************, who visited our house on Dec 29, 2023 and inspected the roof. He commented that the new Certainteed shingles had come from separate manufacturing lots and that he would consult with the Certainteed distributor representative. ************* and the Certainteed representative visited our house on Feb 20, 2024. ******, a *** employee, came to our house on April 12, 2024 to remove sample shingles to return to the Certainteed manufacturer for analysis and determination of corrective action. We contacted *** on April 24, 2024. Defective shingles had not yet been transferred from *** to Certainteed. After viewing the plywood underlayment decking from inside our attic, we noticed several sheets of decking were severely damaged. Other roofing professionals have noticed that the decking is very weak and spongy. As a result, the roof was found to be leaking in several places in the attic. The new *** provided kitchen stove exhaust hood roof vent is not the correct roof vent for this project. Several roofing contractors have noticed that "H" decking clips were missing or not installed on the new plywood sheets as required by Ballwin City Building Code. It is our request that *** replace all decking, shingles, kitchen exhaust hood roof vent, and guttering before water damages our ceilings, plaster board, and attic insulation at their expense. We feel that all shingles installed on Oct 18, 2023 need to be replaced to avoid a patchwork appearance.
Business Response
Date: 06/17/2024
CR0901711
Hello:
Please call us at ************** re: your roof, if this roof has been applied within 1yr, please let us know.

Thank you
Initial Complaint
Date:05/23/2024
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.
Shingles are failing at a rapid rate on my house. These were ***************************** 2013 to 2014 time frame. They were installed properly a s the failure is due to poor product construction. the nails are not pulling through or anything. the shingles are legitimately splitting in half and sliding leaving the top half still on the house and exposing the shingle below nail strip.
Business Response
Date: 05/24/2024
Hello **************
Please send in your information on claim CR0902080 so our lab can evaluate your concern. Once received we can process your claim. If you have any questions pls call us at **************
Initial Complaint
Date:04/17/2024
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 has agreed to provide materials and labor to replace my 4 y.o. roof, under warranty. However, they are not agreeing to cover the cost of removal and disposal of the existing roof. The deterioration of the shingles is through no fault of ours. And, they should bear the cost of the entire roof replacement. I have got estimates ranging from $10,600 to $22,900 for this job. They are, only, willing to provide $5400, plus materials. current roofing
Business Response
Date: 04/18/2024
Hello: We are waiting on 3 broken down estimates for this claim CR0898071 (Materials and non CT items must be separated from any Labor), we will need that in order to continue with our evaluation process. Any Questions call **************
Initial Complaint
Date:02/14/2024
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.
Two weeks ago I noticed water stains on the ceiling of my master bedroom. I reached out to the contractor who installed the roof Universal Roofing and Contractor to inspect. I was informed by the inspector that the seal on the shingles broke causing water to leak into the house. The roof which is approaching 9 years since installed in 2015, is still under warranty by CertainTeed the manufacturer. After sending CertainTeed all the required documents and the shingle sample for evaluation, I was promptly notified of the outcome. CertainTeed concluded that their shingles are of top rated quality and the contractor was at fault for the way they installed the shingles. An online search of the CertainTeed Landmark shingles used on my roof, revealed multiple complaints that the shingles, although of good quality, the seal broke way before the life expectancy of the shingles. Further research of the Landmark shingles used, revealed CertainTeed discontinued production in 2020. There are now 2 ceiling water stains in 2 bedrooms in my house. I am asking CertainTeed to send their own inspector to inspect the roof and uphold their promises as any company of good faith. The shingles on my roof will not withstand a ******* hurricane this year.
Business Response
Date: 02/21/2024
Hello
Pls call a1-800-345-1145 regarding your claim cr0896910 Thank you

Customer Answer
Date: 02/22/2024
I have done the back and forth with CertainTeed. They have my phone number, email address and home address. They can contact me at any time. The roofing contractor, Universal Roofing, has called and agreed to repair the leaks and seal any loose shingles. I am grateful, however, this will not solve the core issue with *******. Patching a broken roof will result in everyone being in the same situation in a matter of months. ************ shingles will have to be replaced with Shingles that can at the very least be strong enough to last 10 years. I encourage CertainTeed to send their own inspector to evaluate the seal on the shingles.

Complaint: 21272551

I am rejecting this response because:

Regards,

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

Business Response
Date: 02/23/2024
Hello
We have sent you an explanation of your complaint on February 7, 2024. If you want to send another sample for our review please do and we can re-evaluate your claim. Thank you
Customer Answer
Date: 02/24/2024
I have sent multiple pictures showing broken seal shingles and a sample shingl to CertainTeed. I have had my roof inspected by the contractor and an independent adjuster. Despite CertainTeed knowing for quite some time that their Landmark shingles was flawed, they concluded that it was the fault of the contractor who installed *******. No amount of pictures or sample shingles I send, will result in a different conclusion from CertainTeed. I am confident that their inspector of good faith, will inspect ******* and conclude that the multiple leaks resulted from the shingles.

Complaint: 21272551

I am rejecting this response because:

Regards,

*****************************
Initial Complaint
Date:01/25/2024
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.
BBB spoke with consumer and consumer would like the complaint filed against Certainteed Corp.
Business Response
Date: 01/25/2024
********** is responsible for the crew and installation of your roof. Which was done correctly and is not the issue for your claim. We are not responsible for the warranty of the shingles themselves that is covered by the manufacturer CertainTeed Corporation. This is why it clearly states on your contract with ********** that the surestart warranty is backed by CertainTeed.
********** has made every possible effort in supporting your claim against CertainTeed's shingle product for this past year. ********** has handled every effort in your claim process possible, from the Contractor's position, and has been your biggest advocate to be properly compensated for your shingles based on the warranty CertainTeed marketed to you (the homeowner) as well as ********** (the contractor). **********'s effort is clearly evident per the attached copies of the letter written on your behalf to CertainTeed, on-site efforts (sending in shingle samples, making on-site assessments, etc), and other forms of documented efforts on **********s part. The reason you have to deal with the CertainTeed company is because they are the shingle manufacturer and the one responsible for the manufacture defect you are experiencing.
Customer Answer
Date: 01/25/2024
[BBB Transcription via Mail]
Bought a 40 year shingle to be put on my house from *************Construction. They stated that it was under full replacement warranty for 15 years backed by guaranteed. After 13 years the stone was falling off and fiberglass sharde showing. Contacted Riverbrook about it and was told I was to file a claim. After trying to get them to come out to tare off a couple of shingles to send in. In June they sent out a guy that does repairs for them and had him remove 4 shingles to send in. He said that the shingles were delaminating and the roof should be replaced.
Business Response
Date: 01/29/2024
Hello
Please contact our ********* **** at ************** re your claim: *********. You have a 40yr warranty but years 8 thru 40 are only prorated. You are past the sure start period of 7yrs. Thank You
Customer Answer
Date: 01/29/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*****************************
Initial Complaint
Date:11/16/2023
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.
Good Afternoon, RE: Certainteed File Claim # ********* We had our roof replaced in its entirety using Certainteed Landmark shingles. The shingles are under warranty. We've followed all instructions, provided pictures, receipts, invoices and sent a large package of the faulty shingles to Certainteed in accordance with the instructions provided by the organization. They've taken measures to make it difficult for a consumer to complete a request, and continuously asked for more documentation, which appears to be a method used by the organization to deter people from filing warranty claims. I've made several calls and sent multiple emails, in which I continually received a runaround asking for additional documentation of which all has been provided.After providing invoices, receipts, pictures, and sending roof samples of the shingles to their facility as evidence that the shingles were faulty, they decided to discriminately decline the claim, stating the shingles weren't faulty.Due to the shingles failing on my property, I hired a contractor, who used the same brand "Certainteed", in accordance with instruction provided by Certainteed to repair my roof.The roof is located on my home residence at ***************************, East Northport, NY ****** and had been leaking due to the failure of the Certainteed Landmark Shingles.I'm requesting to be reimbursed for the cost of materials, labor and shipping cost incurred for mailing the shingles via **** Tracking# ********************** as requested by Certainteed, in order to complete this claim.Delivered, Front Desk/Reception/Mail Room ********, ** ***** November 6, 2023, 12:19 pm **** Tracking ************************************************************************************************************* ********************* *************************************, East Northport, NY ************
Business Response
Date: 11/17/2023
Hello:
Please contact our office and speak with a Tech Service Rep re: your claim. at ************** so we can further evaluate your claim.
Customer Answer
Date: 11/17/2023
Called and spoke to a representative at 2:27pm est on 11/17/2023 at ***********.
They stated someone will review the complaint from the better business bureau and they will have someone return my call.
Customer Answer
Date: 12/04/2023
[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:
Please reopen this complaint as I haven't received a response or resolution from Certainteed (the business).

Regards,

***** ****
Business Response
Date: 12/05/2023
Hello:
We have responded to your concerns via email today please check your email. If you have any more questions you can call us at ###-###-####
Customer Answer
Date: 12/05/2023
[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 the email response because, Certainteed is making false assumptions to negate the validity of the warranty claim to avoid having to compensate for the damage caused by faulty Certainteed LandMark shingles which did not stand up to normal weather / environment conditions.
This organization, makes it difficult to file a warranty claim, makes and ascerts false assumptions about product not neing installed or used properly (regarding the products sold) to purposely avoid covering and backing up their products with a warranty.
Regards,

** ****
Customer Answer
Date: 12/12/2023
[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 called Certainteed at the phone number provided 1-800-345-1145.
They continue to give a runaround stating they analyzed the roof shingles submitted and didnt find any issues with the shingles, when it was/is evident the shingles disintegrated and failed.

The company is intentionally denying claims based on false assumptions to avoid paying out on warranty claims.
Regards,

** ****
Customer Answer
Date: 12/12/2023
[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 called Certainteed at the phone number provided ###-###-####.
They continue to give a runaround stating they analyzed the roof shingles submitted and didnt find any issues with the shingles, when it was/is evident the shingles disintegrated and failed.

The company is intentionally denying claims based on false assumptions to avoid paying out on warranty claims.
Regards,

** ****
Customer Answer
Date: 12/12/2023
[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 called Certainteed at the phone number provided ###-###-####.
They continue to give a runaround stating they analyzed the roof shingles submitted and didnt find any issues with the shingles, when it was/is evident the shingles disintegrated and failed.

The company is intentionally denying claims based on false assumptions to avoid paying out on warranty claims.
Regards,

** ****
Customer Answer
Date: 12/12/2023
[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 called Certainteed at the phone number provided ###-###-####.
They continue to give a runaround stating they analyzed the roof shingles submitted and didnt find any issues with the shingles, when it was/is evident the shingles disintegrated and failed.

The company is intentionally denying claims based on false assumptions to avoid paying out on warranty claims.
Regards,

** ****
Customer Answer
Date: 12/12/2023
[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 called Certainteed at the phone number provided ###-###-####.
They continue to give a runaround stating they analyzed the roof shingles submitted and didnt find any issues with the shingles, when it was/is evident the shingles disintegrated and failed.

The company is intentionally denying claims based on false assumptions to avoid paying out on warranty claims.
Regards,

** ****
Business Response
Date: 12/19/2023
Hello:
We make note of every phone call that has come in on a claim and the last call from you was on 11/10/2023 Please call us at 1-************ to discuss your claim. Thank you

Customer Answer
Date: 12/21/2023
[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've been in direct communication with the company, pending a final response and resolution. See emails attached.

Regards,

***** ****
Business Response
Date: 12/22/2023
Hello
We have contacted this homeowner with a good will gesture to satisfy his troubles on 12/21/23 he has not responded to our release we have sent him. We try our best to be fair and conduct the best customer service we can.
Thank you
Initial Complaint
Date:10/30/2023
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.
Several years ago, we installed a solar system on our roof with Certainteed Panels through a Colorado solar company called *******. We initially agreed to take on the $20,000 of debt to install the system because of the 20-year warranty on the Certainteed panels that was promised to us. I figured that product guarantee warranted the huge debt we were incurring and if there were any issues with the product it would be remedied quickly. Over the first few years, nearly 50% of the panels failed. It was not an electrical issue. We would wait patiently as ******* found time in their schedule to come out and replace the panels. All the while, we were generating less solar energy that we paid for each and every time and had to pay out larger than anticipated electrical bills. On a side note, we operate a small hydroponic farm that relies on this energy and the failed solar panels have hurt our business's bottom line.In the summer of 2022, I reached out to ******* to report several more underperforming panels. When I did not hear a response from my usual contact, I assumed he didn't work there any more and started to reach out to ******* directly. When I received no response from them, I contacted the manufacturer directly assuming that the warranty would come in handy. I later learned that our installer was out of business. When I began the search for another company in the area to service our broken system, no one would touch it because they were not the installer. We had many options for solar installer and systems, and chose Certainteed based on their company's promises which they haven't kept. When I have called in, I've basically received a "we're working on it" with no actual help or callback from them. They've showed no initiative that they are actually trying to help me. Certainteed has allowed us to have a underperforming system with no attempts at sending someone to fix the system in 1.5 years. Their warranty is useless and I feel we were dupped and lied to.
Business Response
Date: 11/07/2023
Hello
Please send us an email ***************************************************** or call ************** to discuss further re: your claim. We would be happy to assist.
Customer Answer
Date: 11/17/2023
I did respond to them via email as they requested and they closed the complaint on me. This was the email I sent them per their request to the email address they provided:
Several years ago, we installed a solar system on our roof with Certainteed Panels through a Colorado solar company called *******. We initially agreed to take on the $20,000 of debt to install the system because of the 20-year warranty on the Certainteed panels that was promised to us. I figured that product guarantee warranted the huge debt we were incurring and if there were any issues with the product it would be remedied quickly. Over the first few years, nearly 50% of the panels failed. It was not an electrical issue. We would wait patiently as ******* found time in their schedule to come out and replace the panels for free. All the while, we were generating less solar energy that we paid for each and every time and had to pay out larger than anticipated electrical bills. On a side note, we operate a small hydroponic farm that relies on this energy and the failed solar panels have hurt our business's bottom line.
In the summer of 2022, I reached out to ******* to report several more underperforming panels. When I did not hear a response from my usual contact, I assumed he didn't work there any more and started to reach out to ******* directly. When I received no response from them, I contacted Certainteed directly assuming that the warranty would come in handy. I later learned that our installer was out of business.
When I began the search for another company in the area to service our broken system, no one would touch it because they were not the installer AND we couldnt find any one certified with Certainteed.Additionally, none of the solar technicians could believe our story of how many times the panels had failed and seemed to believe Certainteed has a bad reputation. We had many options for solar installer and systems, and chose Certainteed based on their company's promises which haven't been kept. When I have called in, I've basically received a "we're working on it" with no actual help or callback. Certainteed has shown no initiative that they are actually trying to help me. Certainteed has allowed us to have an underperforming system with no attempts at sending someone to fix the system in 1.5 years. At one point, a Certainteed employee speculated that ******* had put faulty used panels on our roof. I would like to know what is going on. I literally got pregnant and now have a 7 month old baby in the amount of time that has elapsed since our system was functioning.
Your warranty is useless and I feel we were dupped and lied to. Again, we have had to pay the loan payment for the solar system AND a large electrical bill because of the underperforming panels that have not been fixed since the summer of 2022 (and all of the other times that panels failed and were replaced by *******). Meanwhile, every other home and business we know with solar panels has never even had a single issue in years of ownership AND paid less. I would like to discuss removal of the system from our home with a full refund of not only the cost but the interest on the loan we have paid since you are not holding up your end of the warranty. I have contacted the Better Business Bureau and the impersonal response was to email this address. I will be awaiting your reply before rejecting business response in the BBB system.

***********************
***********************************
Wellington, CO *****
Customer Answer
Date: 11/17/2023
Please advice if I should file a new complaint. I followed their instructions and they again will not work with me. Extremely unsatisfied.
Business Response
Date: 12/06/2023
Hello:
We have responded to your concern via email and offered you 2 options that need a response, if you have any questions re: this letter please call us at 1-************ Thank You.
Initial Complaint
Date:09/25/2023
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.
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
Date: 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 Answer
Date: 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
Date: 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
Date:08/22/2023
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.
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
Date: 08/28/2023
Please call ************** Technical Service Dept to talk about your claim ********* concerns. Thank You
Customer Answer
Date: 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 Answer
Date: 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 Answer
Date: 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 Answer
Date: 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 Answer
Date: 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 Answer
Date: 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.

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Certainteed Corporation is NOT a BBB Accredited Business.