ComplaintsforTAMKO Building Products, LLC

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Purchased a new home March '19 with TAMKO shingles that came with warranty. With in two years of purchase significant accumulation of shingles occurred. Under my warranty and as requested by TAMKO I sent the defective shingles to the company for review on May 14th, 2021. My claim number is *******. I did not hear back from the company for over twenty four months. In December of 2023 the Company sent a check offering to settle my claim. I proceeded to get a bid for a replacement roof that came back more than double what they offered to settle for. After receiving a bid for a new roof in February '24 I went back to TAMKO offering to settle for the cost of replacement for a new roof. TAMKO came back unwilling to settle and stuck to their original offer that was less than half the replacement cost. I would like TAMKO to reimburse for replacement of a new roof.

  Business response

  05/15/2024

  *** ****** has also brought a complaint through another agency regarding this same matter so TAMKO will be responding to *** ******** claim through that agency.  Thank you.

  Business response

  05/15/2024

  *** ****** has also brought a complaint through another agency regarding this same matter so TAMKO will be responding to *** ******** claim through that agency.  Thank you.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  TAMKO sent me a certificate for new roofing shingles after faulty shingles were placed on my home when it was built. There was a one-year expiration on the certificate, which I allowed to pass because we were considering selling our home, however, once we decided to stay (roughly four months later), we reached out to TAMKO and were told that we'd be receiving a new certificate. I have sent numerous requests for the new certificate to be sent but TAMKO's customer service is non-existent (e.g., e-mails from a master account and not an individual ... and now way to call in and speak to someone about the issue). My last three e-mails have been ignored and I have no recourse. I checked with the owners of three local DFW roofing companies and *all* said that TAMKO has a terrible reputation in their business and that TAMKO is ducking me. I have the documentation but it's larger than your 5MB limit so I need another way to send it.

  Business response

  03/19/2024

  This matter has been amicably settled.  Thank you.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home that has been covered with TAMKO shingles on the roof 2 1/2 years ago. A leak occured over the kitchen sink in June of 2023, and the roofer we had out to check for further damage revealed that the shingles looked much more worn than was reasonable given the age of the home. I reached out to TAMKO, they sent a kit to prove the claim that the shingles were faulty, and when I completed that step, they sent a check that was far too small to cover the cost of replacing the shingles. We have solar panels that will need to be removed, stored, and then reinstalled, new permit costs, and the tear-off and haul away to be covered. According to TAMKO, we are on the hook for everything but the shingles and "reasonable" labor. We have attempted to recover more than the company has offered for roof repair, but they are balking. The estimated cost to re-roof is ~$35,000.00. TAMKO offered us $19,000.00.

  Business response

  01/19/2024

  TAMKO's Warranty Services has been attempting to call *** *********** to discuss the settlement to his claim in accordance with the applicable limited warranty.  The representative has left two voice messages but have been unable to communicate as of this writing.  WS will continue to reach out to *** ************

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a house in AL in 2022. My wife and I are military and was stationed at a new base. The house had a new roof which was only installed less than 6 months and we were told it had a 25 year warranty. A couple of months ago, some of the shingles started to fall off and now I just see the blue plastic. I was surprised in that the roof was no more than a year old. I went through my closing documents and saw that TAMKO installed the roof and carried the warranty. I reached out to them and you can never speak to anyone. Someone did email me and ask when did I purchase the house. I told them 5 months after the roof was installed. They never responded again through email and just sent me a letter. The letter stated that since they did not know the house was sold to me that they could not honor the roof. I have purchased many houses and have never heard this. I reached out to my realtor and they said they have never heard this too. TAMKO advised me to contact my home insurance. Why when the roof is new and the shingles are falling off? This frustrated me in that we are Military just trying to serve our country and a company does not even honor their own product. They did not even ask for pictures or send someone out to look at the roof. There is no way that shingles should be flying off in less than a year of a new roof.

  Business response

  06/29/2023

  Please allow me to explain TAMKO's limited warranty.  Like most manufacturers who provide a long-term limited warranty, TAMKO has limitations on the transferability of the limited warranty. TAMKO provides a limited warranty as part of the original sale of TAMKO shingles that provides a remedy in case of manufacturing defects which directly cause leaks.  This limited warranty is printed on every package of TAMKO shingles so homeowners (and their contractors) can read the language of the limited warranty as they consider which brand of shingles to buy.  Like most manufacturers who provide a long-term limited warranty, TAMKO has limitations on the transferability of the limited warranty.  Notice of TAMKO’s limitation of the transferability (including the requirement to request the transfer within 30 days of the closing date) is conspicuously printed on the top of the limited warranty.  TAMKO’s rationale for the limitation of the transfer of the limited warranty, in part, is based on the fact that subsequent owners of a home have the opportunity to inspect the home (and its component parts such as shingles), negotiate the purchase price, and make subjective adjustments to the price based upon the home’s structural condition, market conditions, and various other factors.  Specifically, a subsequent owner has the opportunity to inspect the roof and take any issues into account as part of the negotiation of the price of the home.  It is part of the due diligence process in the purchase of a house that requires the purchaser to assume that responsibility and risk.  (TAMKO obviously is not a party to such negotiations, does not know whether any adjustments to the purchase price should have been made or were in fact made due to the condition of the roof, and cannot determine if the subsequent homeowner negotiated a fair and reasonable purchase price for the home.)  Therefore, TAMKO has chosen to provide a limited warranty that limits the transferability which is conspicuously printed on every bundle of TAMKO shingles.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased our new build home on 2/28/2020. In June 2020 there was a hail storm that came through and apparently we now needed a new roof. ***** **** the builder was absolutely no help and we had no option but to turn to our new homeowners insurance provider. They fought us a bit on having to pay for a new roof but finally agreed to put a new roof on. We had to pay a *% deductible which was a bit of money $*****. **** **** * *** ********* ******* * ** ***** *** ******* **** ******* ********* *** ******* *** ** ***** ** ********* **** *** *** **** **** *** ** **** *** ** ***** ***** ***** ***** **** ***** * ******* ***** ********* *** ********** ******* ***** * **** ******* **** ***** * *** ****** **** ********* ********* ******* ****** *** **** ***** ***** ** **** * ***** ******** ***** I reached out to Tamko and they indicated to me that this isn't covered under the limited warranty. I am now waiting for a copy of the limited warranty so I can take it to an attorney. We should have NEVER had to replace the roof out of our pockets when we owned the home for 4 months and again a new built home with a new roof on it. It tells me that the product should have NEVER been used in ** if it is inferior and people are having to reach out due to defective shingles. We want them to reimburse us for our deductible. They should honestly have to pay my insurance company the full amount of the roof. Due to their product being defective and inferior.

  Business response

  03/27/2023

  Attached please find a copy of the TAMKO limited warranty for shingles purchased in February 2020.  TAMKO provides a limited warranty as part of the purchase of TAMKO shingles. The limited warranty provides a remedy to the original consumer purchaser in the event a manufacturing defect causes leaks. The limited warranty is referenced in TAMKO’s marketing materials, available on our website and printed on the outside of the wrapper of every bundle of shingles so purchasers (and their contractors) can familiarize themselves with its terms as they consider which brand of shingles to buy.  

  As you review the attached limited warranty, you can see that it only covers damage caused by manufacturing defects causing leaks and expressly excludes hail damage (please see subsection 3 under the "Exclusions from Coverage" section on Page 1).  If your insurance company investigated the hail damage and had found a manufacturing issue, they likely would have declined your insurance claim as damage due to manufacturing defects of building products is a common exclusion to homeowner insurance policies.

  I hope this helps explains TAMKO's limited warranty with regards to hail damage.

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 30 year shingles on 02/06/2018. On Nov.23,2022 I had to have my roof soft cleaned due to mold and Algae See photos in closed/and warranty of 120 month algae cleaning relief.sent certified letter with evidence requested by Tamco. Tamco wanted me to remove sample shingles and send to them they were no defective and I would have to purchase a stack of shingles and hire a roofer to comply and it would cost me a additional $****** when I only spent $****** to clean when Tamco stated they may if the claim is accepted pay $****** for reimbursement for the shingle samples. I supplied all info except shingles which I should not have to pay an additional $****** to file my claim under the warranty. *** *** **********

  Business response

  03/20/2023

  TAMKO has spoken to Mr. ****** several times regarding this matter.  TAMKO cannot administer his warranty claim until he provides two shingle samples to verify: i) if his shingles were manufactured by TAMKO and; ii) to examine the shingles to see what is causing the discoloration.  The requirement of sending in samples in the event of a claim is printed on every wrapper of shingles that TAMKO manufactures and this is a necessary requirement that EVERYONE who files a claim must abide by to TAMKO can properly, timely and affectively investigate the claim.  Mr. ******** claim continues to be delayed because of his refusal to have his roofing professional safely obtain two shingle samples to mail to TAMKO in the self-addressed package that TAMKO provided in his claim kit.  If there is a manufacturing issue with the shingle samples, TAMKO will reimburse  Mr. ****** $****** (which is the same amount TAMKO provides for all claims and is sufficient cover the reasonable cost to have a professional roofer remove 2 shingle samples and replace them with 2 new shingles to continue to protect the integrity of the roof).

  If Mr. ****** wishes to continue his claim with TAMO, I would urge him to send in shingle samples for examination by TAMKO's lab.

  Customer response

  03/20/2023

  
  Complaint: ********
  
  I am rejecting this response because: I will not spend an additional $****** to remove additional shingles for your company to accept or reject my cleaning claim, when the cleaning claim is only $****** the shingles are yours so take the responsibility and pay the claim. If you want the shingles send a representative from your company and pay them the $****** not me then the problem will be solved.
  
  Sincerely,
  
  James ******

• Initial Complaint

  02/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I noticed some issues with my Tamko 30-Year roof shingles last Spring. After further investigation, I made Tamko aware and filed a warranty claim. They sent a settlement offer to pay for just the pro rata share of the shingles...none of the removal or replacement labor costs. After questioning their settlement offer, they sent me a copy of my "warranty" that I had never seen before. It states they won't pay for any removal or replacement. No one ever showed me that warranty language. Anyone would think they're getting a 30-Year guarantee that if the shingles fail, they'll be replaced. ******* ************* ******* ***** *** ** ******* ***** ****** ******* *** ****** ******** **** ****** *** **** ****** * ***** ** ****** 

  Customer response

  02/15/2023

  *********** ***********
  I failed to complete the Desired Resolution, which is I would like Tamko to pay for the cost to remove of the failed shingles and the cost to replace them with new, ones, as well as the cost of the shingles.
  
  As you will see, they cover their bases with Warranty language on the packaging. However, I k=never saw the packaging, but Tamko claims that a builder acts as the agent for the homeowner and therefore binds the homeowner to agreement with the warranty.
  
  I feel like the whole "30-Year Shingle" claim is false advertising, and had I known that, in the event the shingles failed, they would only pay for a pro rata share of the shingles and no labor, I would not have bought them.
  
  That's false advertising. The shingles don't last 30 years, and Tamko does nothing to ensure that they do last 30 years. The pull a "gotcha" with the warranty language. FYI, I never saw the warranty until I filed my claim with Tamko and they sent it to me. They cover their bases in the warranty language, but it's still deceptive advertising.
  *** **************** ***********************

  Business response

  02/24/2023

  I am writing in response to the claim submitted to the Better Business Bureau by Mr. *****. Please allow me to explain TAMKO’s position regarding this matter.
  
  TAMKO provides a limited warranty to purchasers of TAMKO shingles as part of the original sales transaction which provides a remedy to the purchaser in the event TAMKO shingles have a manufacturing defect directly resulting in leaks. Many manufacturers of consumer goods offer a limited warranty on its products and the consumer is free (if they so choose) read the limited warranty prior to making the purchase.  TAMKO prints its limited warranty on every package of TAMKO shingles it manufactures, has it available online at Tamko.com and provides printed versions that are available through distributors, so homeowners (as well as retailers and contractors) have the opportunity to read and compare our limited warranty to others as they consider which brand of shingles to buy. 
  
  The length of time the limited warranty is in effect is not an indication of how long the shingles will last. How long a shingle will last is difficult to accurately depict as many It is natural for roofs to age. The process begins as soon as the shingles are installed and exposed to the harsh elements of nature. The length of time the shingles will continue to perform their intended purpose of shedding water will depend on many factors, including weather, snow, intensity of ultra-violet radiation from the sun, pollution, and debris from nearby trees and many other factors.  Because no two buildings experience these and other aging factors in the same way, it is difficult to accurately predict the period of time the shingles will last. The limited warranty, subject to its terms and conditions, provides a remedy during the term of the limited warranty, in the event a manufacturing defect causes the shingles to fail to perform their intended purpose of shedding water.
  
  The applicable limited warranty has a Full Start Period of five (5) years from the date of purchase in which TAMKO provides a certificate for replacement shingles and a certificate for the reasonable cost of labor to install them (excluding tear-off, removal and disposal of old shingles).  After the Full Start Period has expired, the limited warranty states that TAMKO will provide a certificate for replacement shingles prorated to take into account the amount of time the shingles have been in use on the roof. I have attached a copy of the limited warranty for your review.
  
  Mr. ******* shingles were installed on August 12, 2009 and he initiated his claim with TAMKO on August 19, 2022.  The Full Start Period expired eight (8) years before his first contact with TAMKO. Further, Mr. ***** indicated that his roof was not leaking.  Nonetheless, TAMKO made a good faith effort to resolve his claim by providing a remedy in accordance with the limited warranty terms. TAMKO offered to replace the shingles, prorated for the 156 months his shingles were in service. The limited warranty proration takes into account that the shingles performed for the expired portion of the limited warranty term.
  
  Mr. ***** is requesting TAMKO ignore the terms of the limited warranty in his case and provide him a new roof at no cost to him.  This would not be fair to other TAMKO consumers whose claims are handled in accordance with the limited warranty.  TAMKO strives treat all of its customers fairly and equally by administering all claims in accordance with the terms of the applicable limited warranty. 

  ********* *** ******* ******* ***** * ***** ****** ******** ****** ***** ******* ************ ** *** ******* *** **** **** ** * ***** ** ******* ******** ***** ****** ******* ** ***** ** ***** *** **** ********** ***** ** ** * ***** ****** ********* ******* ******  TAMKO stands behind its roofing shingles. We are proud of our products  *** ****  ********** ****** ********* ******* ***** ********* ***** ****** ********. 

  Customer response

  02/27/2023

  
  Complaint: ********
  
  I am rejecting this response because their offer was not to "replace" my shingles as they state in their response. If they want to "replace" them, then they can feel free to go up on my roof and remove the failing shingles and "replace" them with new ones. But that's not what they've offered to do. They offered a certificate to pay for a pro rated amount of shingle materials. That's not "replacing" the shingles. Instead, they want me to bear the burden of the labor cost to "replace" them.

  Regardless of what Tamko says about the warranty language being on the package, I never saw the packaging.

  And there's a bigger issue here, in that Tamko uses deceptive marketing and advertising by using the "30-Year" and "50-Year" language. They know the general public believes the shingles will last that long, and they know that almost no homeowner buys the shingles or would ever see the packaging. They even admit they have no way of knowing how long their product will lasts, yet they continue to use that language. It's just deceptive and dirty. And yes, they do treat all claims the same...poorly...because that's how the system is designed. 

  
  Sincerely,
  
  Danny *****

  Business response

  02/28/2023

  The prorated material certificates are for "replacement" shingles and TAMKO offers a 30-year/50-year/lifetime limited warranty which is the length of term of the limited warranty where the homeowner has a remedy in the event of a manufacturing defect leading to leaks.  TAMKO makes its limited warranty available in many ways, as outlined earlier so homeowner, who care to find it to read it, would have no problem finding it at the distributors, online or simply taking the time to get a wrapper from their roofer and reading it.

  This claim was handled properly in accordance with the limited warranty.

  Business response

  03/07/2023

  TAMKO has nothing new to add.  The claim was settled properly and in accordance with the limited warranty applicable at the time the TAMKO shingles were purchased.  Thank you. 

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been attempting to get a hold of Tamko to speak directly to a representative and it's nearly impossible. We have called numerous times and every call you receive an automated phone machine. We have yet to be contacted back by Tamko to discuss our warranty claim by phone or email. I was successfully able to get one Tamko representative to answer the phone call but they did not support our call nor have the desire to help us in any way. This person directed our call to the "warranty department" which was again the automated voice recording. Very dissatisfied and disappointed by this level of customer experience. Our settlement claim was given to us via mail and the check given is one third of what a replacement roof will cost. Our roof is needing to be replaced due to a recall on Tamkos incompetent adhesive used to glue the granulesto the shingle. We have a new build home that was built in 2018. The cost of a new roof should not be something we should be facing with a house that is only 5 years old. Especially when we had no say in were the builder would purchase the shingles from. We are hopeful for a Tamko representative to call and email us back to resolve this matter within a reasonable time frame especially since it's already taken MANY days of our time to try to connect with this company. Sadly, we have no success thus far.

  Business response

  09/23/2022

  Business Response /* (1000, 5, 2022/09/02) */ A warranty Services Representative called Mr. *********** on Wednesday, August 31st but no one picked up so he left a message and advised him to call back and leave a message, and a WS representative would call them back as soon as possible. As of this writing, it does not appear he has called back. A WS rep will call him back on Tuesday of next week.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Requested a Tamko warranty claim for defective shingles on 4/15/2022. Warranty claim was approved and still waiting on a new roof over 2 months later. Tamko takes a week to respond to emails. Tamko does not have a phone number to talk with someone. It takes weeks to have a discussion, that could take only 30 seconds on the phone. Further, Tamko sends "preferred" contractors that charge the homeowner for permits. This should be covered under the warranty. Tamko said that out of pocket costs can be submitted for a review to reimburse. They need to resolve this by providing a contractor that does NOT charge homeowners. This is a warranty claim, and the consumer should not be held responsible for their defective products and costs associated. Further, Tamko needs to contact me. Taking days to a week to respond to a simple question, is unacceptable.

  Business response

  07/20/2022

  Consumer Response /* (2000, 6, 2022/06/24) */ 1 day after filing a BBB complaint, a Tamko representative called me. He explained that a permit cost varies by house size; therefore, that cost is pushed to the customer. The customer can submit this out of pocket cost for a review to reimburse. Had this been stated in the warranty kit, rather than stating "you will not have any out-of-pocket expense" (see full statement below) then that could have avoided confusion and this BBB complaint filed. The statement below is an inaccurate statement that Tamko puts in the warranty kit. Tamko needs to revise this statement to be forthcoming to the customer on out of pocket expenses in using a Tamko contractor. "If your claim is approved and falls within the Limited Warranty's Full Start Period (as described in the Limited Warranty), the same experienced certified TAMKO Pro roofing contractor will repair or replace all defective shingles on your roof1 in order to provide you with quick and dependable repair/replacement service. This will save you money as TAMKO will pay for certain additional items on your behalf (including both the cost of tear-off, removal and disposal of the current shingles on your roof as well as the cost of ancillary roofing products like underlayment, drip edge, nails, etc.) that would otherwise not be covered under the Limited Warranty, to ensure that you will not have any out-of-pocket expense for the repair/replacement." If you do incur the cost of a permit fee you may submit evidence that you have paid it for review.

• Initial Complaint

  04/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Recently we were approved for warranty claim regarding the shingles on our roof. I have requested multiple times to get a duplicate copy of the paperwork to turn into the contractor installing the roof (***********) and have gotten no response besides some vague emails. I have even given them permission to speak with my boyfriend Brandon ******** whom also lives in the home to handle this and he has not heard anything as well. I am concerned that by not hearing back from Tamko the one year warranty is going to expire and we will not get our roof replaced as it should be.

  Business response

  05/02/2022

  Business Response /* (1000, 5, 2022/04/13) */ TAMKO has confirmed the settlement package has still not been received by Ms. ******* so TAMKO has informed Ms. ******* that it is re-issuing the settlement package and sending it to Ms. *******. It will be sent via certified U.S. mail.

*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. ↩