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Initial Complaint
12/30/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I bought a Home Depot peace of mind roof warranty back in 3/2006. The warranty is good for 20 years on the craftsman ship on the roof and the shingles are 50 year shingles. Well the shingles leaked and caused the wood to rot causing a dip in the roof. I contact the shingle (GAF) warranty claim business and they opened a claim and I called the Home Depot to report the issue. When I had the roof replace in 2006 I had all the roof wood replaced. GAF had a roofer come out and put a tarp on the roof for a temporary patch while the claim was in process. Well today I received a email stating that GAF is not backing the 50 year shingles that they sale because of the rotten wood. Well I would not have rotten wood if the shingles weren’t leaking. I want GAF to repair the roof as the warranty I bought in 2006 which is good for 20 years should cover it. But GAF is not backing there product.
Business response
01/10/2025
This is in response to BBB Complaint ID # ********. Mr. and Mrs. ***** filed a claim with our office on December 9, 2024, claiming there were "dips in the roof over the top of the bathroom area causing wet rotted wood and brown stains on the ceiling.". After an investigation by ****** *******, it was determined that there was ponding water, which was causing the rotted wood decking. The chimney also had deteriorated sealant which needed to be fixed. Neither of these items are provided for under the terms of the Home Depot Peace of Mind Warranty, therefore, the claim was properly denied. A copy of the applicable warranty is attached to this complaint for ease of reference.
We are sorry the claimants are not satisfied with the outcome of their claim, however since the items in question are not covered items, we must respectfully maintain our position. We thank you for the opportunity to respond to this complaint.
Customer response
01/10/2025

Complaint: ********

I am rejecting this response because: First off they never sent ****** out to the house it was *** *******. So they have no clue. Second off I have submitted paperwork to GAF stating a 20 year craftsmanship warranty. And the roof was purchased on 3/23/06. And to my calculations 20 years is not up. The so called ponding on the roof or dips in the roof would not have occurred if the shingles didn’t start leaking. All the wood was replaced when the new shingles was put on. And I have called several times and emailed and of course no response from GAF other then they are sending out a claim denial letter. I am obtaining a lawyer.

Regards,

**** *****
Business response
01/10/2025
This is in response to the rejection of BBB Complaint ID # ********. As we have previously stated, the decking is not a covered item on the warranty. GAF does not compensate for items that are not expressly outlined in the warranty. Should the *****'s seek legal counsel, please have them send a letter of representation to our office at **********************, to the attention of Claim ********.
Again, our position remains unchanged since the items in question are not covered under the terms of the warranty. We thank you for the opportunity to respond to this complaint.
Initial Complaint
12/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
New roof on 2-23-22, supposedly has a 25 yrs warranty, We call Classic roofing to let them know that our roof is leaking and they said to call the company that installed the roof GAF, We have been trying to get them to come to our house to fixe it and the want us to send them a piece of our shingles, or pay someone to do it to send them the piece of the shingle.. We explained to them that we a over 70 yrs old and live on our social security and do not have the money.. We told them that they should be the ones to come and check it out and they won't do it... We paid over $20,000.00 for this roof.. Do not use this company... I was just reading the reviews and we are not the only ones with this issue... We don't know what to do!.We sent them pictures of the leak and filled out all the forms and can't get a response from them... ************ is really bad for business. They are willing to do anything to do the work but then they just drop you like flies.
Business response
12/23/2024
This is in response to BBB Complaint ID # ********. Upon review of the ********** account, it appears that he was contracted the Shingle and ***************** Warranty (hereafter "Limited Warranty"). The Limited Warranty provides coverage against manufacturing defects in the GAF products installed on his property, which adversely affects their performance. GAF understands that he is not concerned with the quality of the GAF products installed on his roof, but rather their installation. Misapplication of the GAF products is not covered under the Limited Warranty. Therefore, we strongly suggest he works directly with a roofing contractor of hischoosing to assist him with a remedy.

We are unclear why Mr. ********** filed a complaint against GAF, when the heart of his complaint lies with the installing contractor, and not necessarily the product itself. This is ultimately a dispute between him and his contractor he hired to install his roof. We do have an open claim for Mr. *********** which will remain open for 270 days from the date he filed the claim. Should he choose to pursue the claim against material defects, we do require a variety of photographs, documentation, as well as shingle samples to be removed from the roof to be sent to our corporate office for testing and evaluation.
We thank you for the opportunity to respond to this complaint.
Initial Complaint
12/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In 2021 a GAF waterproofing product was applied to an external parapet wall of our historic commercial building in downtown ********, **. The product was applied by the neighbor's contractor - a "GAF GoldElite Commercial Contractor," without our knowledge. Within 2 years, cracks appeared. Repairing the wall, which is 1930s hollow concrete block, is time-critical because rain infiltrates the cracks and threatens the wall's structural integrity. Before repairing the wall, we must know what GAF product is on it. The contractor said he used GAF Unisil which, if true, is a silicone-based product, inappropriate for this masonry and which GAF told me is "removed through physical abrasion ... that may result in damaging the masonry." In contrast, GAFs *** **** told my consultant that GAF FlexCoat was used, an appropriate acrylic elastomeric, but which has application guidelines that must be followed to maintain the warranty. The ************* sheet says to apply to "new or unpainted surfaces: bare concrete, brick, stucco, or masonry must be structurally sound," This wall is painted charcoal grey atop 90 years of other paint and product. GAF ****************** confirmed that FlexCoat must be applied per data sheet for the warranty to hold.GAFs *** **** stopped answering my consultant's phone calls, who then sought guidance from GAFs **** ***** who initially offered to help with sample testing but thereafter stopped communicating. For over a month, my contractor phoned daily, without response from either GAF person. GAF is not to blame for the product applied to the wall but, in order for us to repair the wall, and/or apply to GAF for its warranty coverage, we must know what the product is. My emails with GAF ****************** and *************** span Dec 2022 - Sept 2024. My consultant first communicated with GAF Sept 10, 2024. I ask GAF to reconnect with me or my consultant, tell us what they know of the GAF product used and the warranty associated with it.
Business response
12/12/2024
This is in response to BBB Complaint ID # ********. *************** has questions about what product was applied to the external parapet wall, she should reach out to the installing contractor, or refer to the original contract for a detailed list of the items used on the wall. Ms. Niarchos should contact our *************** Team at ************ Option 4, Option 3 during business hours of 8:00 AM - 6:00 PM Eastern Time, or she can email the team at ******************************************************************* if she has further questions or concerns about the application of GAF Commercial products.
We thank you for the opportunity to respond to this complaint.
Customer response
12/14/2024

Complaint: 22647736
Thank you for replying, but please re-read the Complaint, because I've already done what you suggest. The installing roofing contractor told me, via email and phone, that he used GAF Unisil. GAFs *** **** said it was FlexCoat. If Unisil was used, removing it from a 1930s unreinforced concrete block wall will damage the wall If FlexCoat was used, it was not applied per GAF Data Sheet, and removing it will damage the wall. (None wiped off with various alcohol products.) Our structural engineer must know what GAF product was used before he can design a protocol to remove the coating, grind out whatever is in the cracks, and repair the wall. GAFs **** ***** offered to help, by testing a sample, then went silent. You suggest I contact GAF *************** Team - I did that, from Dec 2022 to Sept 2024. They, with input from GAF ************** are the source of the statements ... to expect damage to the wall while removing Unisil, and that the ************* sheet must be followed to retain the warranty.
You suggest I refer to the original contract. Again, as explained before, I did not engage the roofer and do not have access to the original contract. The work was done on our wall, without our knowledge. The priority now is to repair the wall - it is a single wall of historic masonry on a zero-lot line that is shared by two buildings. It is structurally threatened by water infiltrating the cracks. A GAF GoldElite Commercial Contractor applied GAF products in March 2021 and cracks appeared in July 2022. The roofing contractor says the roof product has a 20-year NDL warranty. Please advise what product was used.

Regards,

**** **** ********
Business response
12/27/2024
This is in response to BBB Complaint ID # ********. Again, if Ms. ******** has questions about what product was applied to the external parapet wall, she should reach out to the installing contractor, or refer to the original contract for a detailed list of the items used on the wall. GAF does not sell direct to consumers. Therefore, we would not have record of what was installed on the property in question.
Ms. Niarchos should contact our *************** Team at ************ Option 4, Option 3 during business hours of 8:00 AM - 6:00 PM Eastern Time, or she can email the team at ******************************************************************* if she has further questions or concerns about the application of GAF Commercial products.

We thank you for the opportunity to respond to this complaint.
Customer response
12/27/2024

Complaint: 22647736

I am rejecting this response because GAF is not answering the question, nor helping resolve the situation by consulting its local sales ***resentatives in ********, *******. I hope GAF is not being dismissive of BBB's role as intermediary to resolve consumer issues. For example, this GAF ***ly says "we would not have record of what was installed on the property in question." That is not correct. The local GAF sales *** has the receipt - he said GAF Flexcoat was applied, whereas the GAF Gold Elite Commercial Contractor said ****** was applied. Therein is the conflict - why can't GAF corporate find the answer. Both the local GAF *** and the local contractor are aware this is serious and have stopped answering phone calls and messages ... which is the reason I addressed this to GAF corporate. Does GAF corporate understand that the building's structure is at risk until we learn what product was installed and how to remove it. Yes, I already consulted GAF ****************** who said both Unisil and FlexCoat are inappropriate for this wall, but we must know which product was used in order to remove it safely. There is no way to test a sample (which we've taken) because the sample would contain a mix of products applied since construction in 1935. To be clear, I am not the purchaser of the GAF product. I am the owner of a zero lot line wall on which the GAF product was applied by the neighbor, without our knowledge or consent. Please find out what is on the wall.
Regards,

**** **** ********
Initial Complaint
11/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I filled a claim with GAF on August 16, 2024. The claim was because of an issue with shingles that were placed on our house's roof in 2017. The shingles are guaranteed against such things as severe algae growth, which is now covering a good part of our roof. GAF's warranty is for 10 years.I have not heard one word back from GAF regarding my claim in any way. I have sent countless emails and have left countless voicemails requesting a status update on my claim. No response. Just silence.
Business response
11/18/2024
This is in response to BBB Complaint ID # ********. The asdsigned claims examiner, ******* ******, reached out to the claimant, advising we were missing items to proceed with his claim. Specifically, the proof of installation and the proof of product quantity. These documents are necessary to determine the appropriate settlement amount. Please forward these documents to ***************************************** so we can move forward with preparing the settlement.

We thank you for the opportunity to respond to this complaint.
Customer response
12/03/2024

Complaint: ********

I am rejecting this response because:

Regarding my Complaint #********, the issue has not been resolved yet. I was in communication with GAF in response to their request for more information. I supplied that information and have, as yet, heard nothing regarding a solution. I have sent two more emails to the person handling my claim at GAF and he has answered neither.

Regards,

**** *********
Business response
12/03/2024
This is in response to BBB Complaint ID # ********. We apologize for the delay in communication. Certain members of the Claims team were out of the office due to the recent Thanksgiving holiday. Mr. ****** will be in communication with Mr. ********* regarding his claim within the next few days.

We thank you for the opportunity to respond to this complaint.
Initial Complaint
10/31/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The roof was installed in 2020 with GAF shingles and the silver limited warranty was included. Unfortunately for me, I was not made aware I needed to transfer the warranty to my name after I inherited the house within one year. I was 5 months late in doing so. Hurricane ****** blew off some of my shingles and it should have been covered under the warranty, but they deactivated the silver warranty and flagged me from trying to get any kind of warranty when I called on 10/31/2024 inquiring about the status of the claim (submitted on 10/11/2024). I did not receive any emails about the outcome. The GAF *** I spoke with suggested I called my roofers to have them do a name change since it was within the family, but they weren't able to do anything because of the flag. I think that's in poor taste. I highly doubt this is resolved due to the "fine print" but at least let it be known GAF are very strict and don't have people in mind. It's all about profit and avoiding paying out.
Business response
11/01/2024
This is being written in response to BBB Complaint ID # ********.

The claimant requested a warranty transfer from GAF on Silver Pledge Warranty 4111154. The request came in over 18 months after the purchase of the home. Since the request was made beyond the time frame specified in the warranty, ***** **** request to transfer the warranty is denied. The requirement for notification of transfer of ownership is not unique to GAF and is standard industry practice. The transfer requirement is fully outlined in the applicable warranty.

We regret that this customer is disputing our policy, however, our position remains unchanged regarding the request for transfer.

As always, we thank you for the opportunity to review and respond to this complaint.
Customer response
11/01/2024

Complaint: 22497182

I am rejecting this response because: I did not purchase the house, it was passed to me from my dad so I was not aware of the 1 year time frame to change to my name. I'm not satisfied with the outcome but there's nothing much that can be done now.

Regards,

***** **
Initial Complaint
10/25/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
GAF shingles were put on, and just after 12 years there are 4 areas of the home leaking with water damage to the ceilings. I filed a claim and I had to do all the work finding someone to remove shingles, count and look for loose shingles, look for leaking areas and take pictures. I had to spend money to send all this required material to them via UPS. Then they wanted an estimate to repair these areas by hand sealing the defective shingles. Both the roofer and myself agreed that had sealing was not the proper way of fixing this problem. There would just be continuous problems with shingles breaking. The estimate sent to them was for the proper way of fixing these areas by removing all defective shingles and replacing them with new. This estimate was for $9,600 and GAF would not accept it and would only give $2400 for hand sealing. The claim was opened in July, it is now October. A contractor opened up one of the areas in the kitchen to try and determine where one of the leaks was coming from. During the night a bat came into the kitchen from the attic. My cat was able to catch and kill it but we were put on a 10 day rabies watch . I had to have both cats vaccinated again and examined by a vet. I had already spent money on vaccines when they had their annual checkups. Luckily the bat was negative for rabies. They don't promptly return calls nor do they immediately respond to emails. Week after week goes by with no response. In the meantime every time it rained I had to think about the water leaking into the home. I have had two different roofing companies tell me they no longer use GAF because of the lack of response to warranty and claim issues. This response from GAF is unacceptable for a roof that would continue to be a problem year after year.
Business response
10/29/2024
This is in response to BBB Complaint ID ********. Ms. ***** submitted a claim with our office on July 30, 2024. Based on the evaluation of the submitted evidence, it was determined that there was a sealant issue present with her shingles. Per the terms of the applicable System Plus Warranty, "Failure To Seal/Blow-Offs/Wind Damage: What Is Covered/Sole And Exclusive Remedy.…If your shingles or ridge cap shingles do fail to seal, blow off, or suffer wind damage, GAF will reimburse you for the reasonable costs of replacing the blown-off or damaged shingles or ridge cap shingles and hand sealing any unsealed shingles or ridge cap shingles. Costs related to underlayment, metal work, and flashings are not included. GAF’s maximum liability under this paragraph is to reimburse you for the cost of hand-sealing all of the shingles and ridge cap shingles on your roof." We offered the maximum payout of $100/square for hand sealing. We also offered, as a measure of goodwill, an additional $100 to ship the shingles to us. Shipping shingles is normally performed at the expense of the claimant.
We are sorry Ms. ***** is not satisfied with her settlement. However, our position remains unchanged. Her $2,500 settlement is firm and non-negotiable. If she would like to receive the settlement, she will need to sign the offer letter and email it back to Ms. Tiffanie Walters at [email protected]
We thank you for the opportunity to respond to this complaint.
Customer response
10/29/2024

Complaint: ********

I am rejecting this response because: GAF's method of repairing the shingles is only a temporary fix. There will continue to be issues with these shingles every year and problems with the shingles that were not sealed down in the future.

Regards,
****** *****
Business response
10/29/2024
This is in response to BBB Complaint rejection ********. As we previously mentioned, the terms of the warranty are firm and non-negotiable. We are sorry to hear that Ms. ***** is dissatisfied with the remedy; however, we must respectfully affirm that our position remains unchanged, and her settlement offer of $2,500.00 remains as is.

Thank you for the opportunity to respond to this complaint.
Initial Complaint
10/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In 2021 a licensed roofing contractor installed a GAF product on our home. In 11/2023 a warranty claim was filed regarding failure of the shingles. All requested information from GAF including samples and multiple pictures, forms, and quotes from both the contractor and homeowners were provided in a timely manner to the assigned customer claim worker. Additional forms and pictures were provided as requested. This process was extremely slow and significant delays between provided information from the homeowner and response from the warranty department were noted. I often had to reach out to obtain status updates or see if additional information was needed. Starting in 5/2024 communication from GAF was no longer provided despite multiple attempts. A response for status update was received 8/2024 after multiple attempts at contacting. This response was to request the same information that was already provided. I was assured that the file had been completed and sent to management for review 8/2024. No additional communication was received. Additional emails were sent and a phone call was made 9/2024 to the warranty department where I was assured a call back from a supervisor. No communication has been received via any method as of 10/2024. At this point it must be assumed that GAF is not planning to honor the warranty and I am requesting assistance with a resolution.
Business response
10/18/2024
This is in response to BBB Complaint ID # ********. A settlement offer was emailed to Mr. ******* earlier today. We apologize for any inconvenience this claim has caused him. Upon receipt of his executed agreement, we will process his settlement offer.
We thank you for the opportunity to respond to this complaint.
Initial Complaint
10/17/2024
Complaint Type:
Service or Repair Issues
Status:
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.
PURCHASED ROOFING GAF SHINGLES ON 2-26-18. {$6,984.54} PURCHASED THESE SHINGLES BECAUSE GAF HAD A 10 YEAR WARRANTY FOR MOLD AND MILDEW. PURCHASED EVERYTHING THAT WAS REQUIRED FROM GAF FOR PROPER INSTALLATION TO RECEIVE FULL WARRANTY. THIS MOLD BEGIN TO BUILD WITHIN 6 YEARS WELL WITHIN 10 YEAR WARRANTY PERIOD. SENT CLAIM FORM IN WITH ALL REQUIRED PICTURES AND INFORMATION ON 6-15-24. AND RECEIVED E-MAIL THAT ALL INFORMATION WAS RECEIVED AND THEY WOULD GET WITH ME ON THE NEXT STEPS THAT WOULD BE REQUIRED.NEVER RECEIVED ANY VOICE MAILS OR E-MAILS AS OF YET. MADE ATTEMPTS TO CONTACT GAF THE LAST BEING ON 10-8-24 ASKING TO BE CONTACTED WITH CURRENT STATUS ONCE AGAIN LEAVING PHONE AND E-MAIL ADDRESS. HAVE HEARD NOTHING. MY ONCE BEATUIFUL SHINGLES ARE MUCH WORSE NOW DUE TO NO ACTION BEING TAKEN BY GAF. I THOUGHT BY BEING PROACTIVE I COULD GET THIS ISSUE RESOLVED BY GAF BEFORE THEY GOT TO THIS POINT. THEY SHOULD BE HELD FULLY RESPONSIBLE FOR CLEANING AND SEALING MY SHINGLES AND RESTORING THEM TO THE ORIGINAL STATE.
Business response
10/17/2024
This is in response to BBB Complaint ID# ********. We apologize for the delay in processing *** ******** claim. This afternoon, the assigned Claims Examiner, **** ******, called and emailed *** ****** requesting an algae cleaning estimate. We are waiting for the estimate to be sent over to us. Once received, and the costs are in alignment with our reasonable cost payout, we will process the payment directly to *** ******.

We thank you for the oppportunity to respond to this complaint.
Initial Complaint
10/10/2024
Complaint Type:
Customer Service Issues
Status:
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.
Claim No.: ******** I had some H3233**3434**353134H from them that was damaged by the weather and there is supposed to be a lifetime H31**303835363538**38H on them. They were supposed to give me payment for the damaged H3233**3434**353134H. This has been on since March 2024. I contacted them several times and they have given me the runaround. I talked to ******* ******* and the last thing I heard is that the case when through her supervisor. Now they are stonewalling me and won&#**;t call me back. I would like for them to send me payment for the damaged H3233**3434**353134H.
Business response
10/29/2024
This is in response to BBB Complaint ID ********. We have been in contact with Mr. ******** regarding his warranty claim. Unfortunately, the estimate he submitted exceeded the allowable costs for his issue. We emailed him asking him to provide a revised estimate without the accessories. A hand seal estimate normally ranges in between $50-$100/square. Once we receive the revised estimate, we will be in the position to proceed with his claim evaluation.

We thank you for the opportunity to respond to this complaint.
Initial Complaint
08/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Beginning in April 2022 we had a roofer and crew install new Timberline shingles on 5 buildings. The shingles were purchased at multiple Minnesota Home Depots locations but the shingles were all from the same lot number. They have been tested and confirmed to be from the same lot number.Four of the five townhomes have shingle color variations. A complaint was filed, a whole lot of pictures were emailed to them via their warranty claims department to the attention of *************************. Her contact info is *********************. There has been very poor communication from them. Only when I reach out to them do they finally respond telling me more photos are needed along with dates of pictures and labeling each photo with the home address. We have done this multiple times. At their request we sent a packet of information to them certified on 11-13-23 in which included shingle samples, photos and store receipts. This past spring they had one of their inspectors stop by to take additional roof pictures, on a day when some of the roofs still had frost on them. And the others didn't show discoloration on that particular day. The cloud/sun coverage has to be just so to catch the roofs showing discolored shingles. After this they denied the claim because the discoloration wasn't showing up on the day the inspector came to take pictures. I told him it wasn't a good weather day to take the pics but he said he was in the area and was asked to stop. The email denying the claim said if we disagreed, we were to send in more photos of the roofs giving the date and addresses. Which we have taken and sent them in May 2024 (pics were taken on April 3 and May 3 of 2024. This has been a very long and frustrating process. We feel GAF is leading us on, waiting for us to get tired of it all and just go away. We want some sort of compensation for having to live with their discolored shingles on our roofs. The homeowners have spent a lot of $ on discolored shingles.
Business response
08/30/2024
This is in response to BBB Complaint ID ********. ******** submitted several photographs since their claim was opened, however, they were informed numerous times that the photographs submitted did not show the reported condition. As a measure of goodwill, we are going to work with the evidence we currently have. The claim is currently in review with management. If the claimant has further questions or concerns, we strongly suggest they reach out to their claims examiner, *************************, at ***********************, or at ****************************************************. We thank you for the opportunity to respond to this complaint.
Customer response
08/30/2024

Complaint: 22198860

I am rejecting this response because: after sending in pictures of shingle discoloration and a number of months went by, more updated pictures were asked to be taken which I took and emailed in. More months passed and they had an inspector take pictures and he said discoloration wasnt detected. Recall that I said some roofs were covered with frost. Then a letter came from GAF denying the claim and if we didnt agree to send in more updated pictures, which I have, clearly showing recent shingle discoloration. Also, they were told that the discoloration only shows on certain days depending on cloud and sun coverage.

Regards,

Orchard ************************ C/o *******************
Business response
08/30/2024
This is in response to BBB Complaint ID ********. As we stated in our initial response, the claim is currently in review with management. If the claimant has further questions or concerns, we strongly suggest they reach out to their claims examiner, *************************, at ***********************, or at ****************************************************. She will be able to provide up to date information regarding the claim status.
We thank you for the opportunity to respond to this complaint.

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