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

36 total complaints in the last 3 years.
17 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: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.
Initial Complaint
Date:08/19/2023
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.
I'm writing to formally complain against CertainTeed for mishandling my daughter's roof replacement claim. Our concerns include significant delays, poor communication, and payment uncertainties, leading to frustration. Seeking your intervention for a fair resolution. In the fall of 2020, a roof replacement endeavor utilizing CertainTeed Landmark shingles was undertaken by my daughter. Fears of potential defects prompted a discussion involving both the contractor and the CertainTeed Rep. During this meeting, the concerns regarding shingle issues were collectively acknowledged, ultimately culminating in the submission of a shingle sample for subsequent testing. Communication gaps and delays ensued. After a month, I contacted the Rep for the claim's status. The claim was approved via text, but no guidance was given. Rep mentioned a claim approval letter my daughter should've received, but hadn't. Despite assurances, the search for the promised letter yielded no updates. The Rep later conveyed readiness, pending the availability of necessary materials. In August 2021, the contractor informed us of receiving a labor check and shingles, which surprised my daughter since she hadn't been notified of claim approval. After two years, the roof remains unchanged. Our central concerns pertain to the payment process, particularly the unconventional practice of upfront payment to the contractor before the completion of the work. These concerns are amplified by the fact that the roof has not yet been replaced. Considering the prolonged duration and challenges, I believe CertainTeed mishandled this situation. A reputable company should uphold communication, prompt resolutions, and transparent payment. I kindly request your assistance to expedite a fair resolution, completing the roof replacement as agreed and addressing communication barriers.
Business Response
Date: 08/23/2023
Hello
Thank you for contacting us and refer to this claim # for any more concerns : ********* We have contacted the Territory Manager about this claim to see why this happened. We will have them contact you asap. If you have any more concerns you can also contact Tech Services at **************
Initial Complaint
Date:08/19/2023
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.
Claim # ********* On August 27, 2010 I had a roofing company by the name of ****** ** ****** install CertainTeed Landmark class 4 shingles on my house which ***** **** accepted as a class 4 hail resistant shingle for up to a 2 inch diameter hail stone. On July 11, 2023 a ***** **** Claim Adjuster ******* ********* a 25 year inspection veteran inspected the shingles on my house for possible hail damage from an earlier storm. ******* ********* on Claim Number: *********** indicated that there was no hail damage but there was a condition called blistering on the shingles. ******* ********* contact information is *******************@*********.com ###-###-####, ext. **********. Blistering as I understand it is a manufacturing defect. During the manufacturing process impurities are trapped in the shingles and are released when installed and exposed to heat. Blistering leaves a crater with no surface stone and a hail stone leaves an indentation with surface stone in the indentation. From the year 2010 until 2023 I have always had a car in my driveway because I only have a one car garage. In those 13 years I have never had a claim filed with ***** **** for hail damage to my car. I would conclude that if there was sufficient hail damage to a class 4 shingle then I would have hail damage to my car. I am requesting that you honor your 50 year warranty due to blistering and replace the shingles on my house for clearly there are defects in the shingles placed on my house.
Business Response
Date: 08/23/2023
Hello
We have also responded to the office of the Attorney General with a response explaining your claim was external damage such as hail, We also ran a hail report that shows significant hail between 2010-2018. If you have more concerns please reach out to us at ************** regarding your claim. Thank you, CertainTeed Technical Service Dept.
Customer Answer
Date: 08/31/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

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

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

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

Complaint: ********

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

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

Complaint: ********

I am rejecting this response because:

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

******* ******
Business Response
Date: 07/19/2023
Hello:
We will have our Solar team call you to help you resolve your concerns. If you have any direct questions please email us at *****@************.com Attn: Solar Dept.
Initial Complaint
Date:02/03/2023
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.
I had my roof replaced in November 2021 with Certainteed materials. The shingles were defective. Certainteed came in August 2022 , performed analysis of the shingles and agreed they were defective and will replace the roof as stated by the warranty.However, they would not tell us the amount and would only want to deal with a contractor. we gave them one. certainteed decided to issue an initial payment to him without our consent. we actually sent a note to them prior to that that we did not want them to do it. the contractor could not complete the work. we have decided to use someone else. all the contractor did was to have the shingles dropped at our place since November 30. certainteed would then tell us they paid him 14k without our approval. They would not work with another contractor. we jusr have learned that their budget to replace our roof was 20k while our original cost in Nov 2021 to replace the roof was 24k. if anything with the inflation, the cost should be higher. Also, we should not be held responsible for the amount they chose to pay the old contractor unilaterally. They need to settle with him. the check did not come from us.we need our roof replace asap as the shingles are defective. we do not want any damage to our roof. Dealing with them has been a nightmare. Poor customer service, they barely return calls or show any consideration.They have to support the entire cost of the replacement. their defective products has caused this nightmare to us.
Business Response
Date: 02/17/2023
Hi ******* we have responded to this homeowner and their claim attached is the word doc version of our reply for you. If any questions let me know

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