Business Profile

Building Materials

Certainteed Corporation

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Building Materials.

Complaints

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

Customer Complaints Summary

45 total complaints in the last 3 years.
20 complaints closed in the last 12 months.

If you've experienced an issue

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: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:
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.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Certainteed Corporation is NOT a BBB Accredited Business.