ComplaintsforGAF

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a roof installed on 07/29/2008. The total cost was $7,145. I paid $250 for a GAF Smart Choice Warranty, which I understand has expired. I also paid $395 for a 30 Year Architectural Upgrade. I purchased the GAF ELK Timberline shingles. About 1 year ago I started getting algae/moss on the roof. this year the entire back roof is covered. I am the only house on my street with this issue and my roof is newer than any neighbors. I feel the shingles were defective. Prior to replacing the roof back in 2008 the old roof never had this issue. I submitted a warranty claim and was told this was not covered. I would like to know what the 30 Year Architectural Upgrade covered.

  Business response

  06/05/2024

  This is in response to BBB Complaint ID ********* *** ***** filed a claim with our office on May 21, 2024. Her roof was installed August 14, 2008.  Per the terms of her System Plus Warranty (the "Warranty") dated June, 2008, the Algae Discoloration on the Warranty denotes a 10 year coverage if she purchased shingles labeled with the StainGuard logo.  A copy of the Warranty is attached for ease of reference.

   

  Since the claim was filed beyond the ten year Algae Discoloration warranty period, *** ******* claim will be denied. In addition, moss is not provided for under the terms of the Warranty.

   

  We are sorry *** ***** is not satisfied with the outcome of her claim, however, our position remains unchanged.  We thank you for the opportunity to respond to this complaint.

  Customer response

  06/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: I realize the warranty expired, however i feel the shingles that were installed are defective The condition of my roof is deplorable.   I do not expect any further response from GAF.  I will never use this company again and would never recommend them.
  
  
  
  Regards,
  
  ******* *****

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my roof completely rebuilt, including all new sheathing. I purchase GAF 2 part asphaltic rolled roofing system (Peel & does not Stick) product for the roof material. The new roof covers roughly 1800 sq ft. cost about $5,500.00 in materials and about the same in labor. Less than 12 months after installation, the 2 part roof material system de-laminated, forming lifted ridges running perpendicular to the rolled direction. I have contacted GAF technical support 3 times asking for advise on why it occurred and how to fix it. GAF representatives were very carful to listen and then said , " we cant give advise on that application , we only advise on how to install. " all of them said the same thing. Probably dictated by their legal department because of the defective material. All of the representatives and technical advisers told me to file a claim.Filing a claim involved the legal department and takes months to resolve if they decide to do something. In the mean time you get to wait and deal with leaking roofs and mold developing.If they would just send a referral to a contract that can fix it. Why cant they give advise on a product that can repair a delamination problem.All I want is advise on how to fix the defect in their product. GAF is totally unresponsive in support and advise. Terrible product support for a defective product.

  Business response

  05/10/2024

  This is in Response to BBB Complaint ID ********. ************** contacted our office on May 9 on two separate occasions regarding his recently installed Liberty SBS product.  He asked the Technical Support Representative how to repair a delaminated product.   GAF is unable to offer repair advice via telephone. We suggest that the homeowner consult with a qualified roofing professional for repair recommendations.  We can, however, provide printed GAF Application instructions on any product that we manufacture. We can also assist ************** to file a warranty claim if he feels the product may be defective. In the event that the homeowner suspects a manufacturing defect, we advise opening a claim so that we may assess the product for any potential defects.
  
  
  If ************** chooses to file a warranty claim, he can call our Warranty ***************** between the hours of 8:00AM - 5:00PM EST Monday through Friday at ************, or file a claim on our website, 24 hours a day at ************************************************************************. In addition, if he wishes to seek the assistance of a GAF Certified Contractor in his local area to assist him with repairs, he can visit our website at *******************************************************************************************************.
  
  
  We thank you for the opportunity to respond to this complaint.

  Customer response

  05/13/2024

  
  Complaint: 21689958
  
  I am rejecting this response because: 1) GAF technical support would not suggest a contractor that was experienced in their Liberty Peel & does not stick rolled roofing.

  2) GAF technical support's standard answer to my request for information to repair their defective (delaminating) peel and doesn't stick roofing product was, "you can file a claim if you think it is a product defect".  If I would jump through all the hoops to file a claim, I might get an answer from their legal department in about six months, and then If I would be so lucky to get a favorable response, GAF only reimburses for the product if you have the receipts.  

  GAF's  second standard answer to request for product repair is, " We don't give advise on repairing the product, we only give instructions on installation. Probably as a result of their legal department dictating what they can say in an attempt to reduce their liability. 

  3) If you ask about any of GAF's other products like " Asphalt Adhesive Primer for Rolled Roofing, you get the same dodge the bullet answer, which is to direct you to the standard one page fits all product installation guide.  

  Defective product, and false advertising for lifetime warrantee that is useless.  Even if you get reimbursed for the useless products, you will have to pay a contractor to remove their old product at great expense and then INSTALL NEW ROOFING. You'll be lucky if no water damage occurred while waiting for their reimbursement  

  GAF should have a competent engineering department that could diagnose and recommend procedures to correct or repair defective materials. 

  What a rip off. I wonder how many billions GAF has stolen from people around the world. 
  
  
  Regards,
  
  *******************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The GAF Claim Number is ********. I filed a claim in October 2023 because my 40 year Elk-Z ridge shingles are cracking, splitting, and leaking. After sending in supporting documents, samples and pictures, GAF determined it to be a manufacturing defect. I have sent several emails and left several voice mails, but cannot get the company to send me a settlement payment. Calls back to GAF claim rep have gone unanswered. This is very unprofessional that GAF confirms they have defective shingles and then stops responding and not resolving claim.GAFs timely response with expedited timeline for resolution is expected without any further delays.

  Business response

  04/18/2024

  This is in response to BBB Complaint ID # ********.  We are sorry that this claim took longer than expected to resolve.  ****************** claim has been finalized, and his settlement offer has been emailed to him.  Upon receipt of his executed agreement, we will begin processing his settlement.  

  We thank you for the opportunity to respond to this complaint.

  Customer response

  04/25/2024

  
  Complaint: 21578489

  GAF Warranty Claims completed roof evaluation of roof claim and sent offer letter to us on April 18, 2024. 
  
  On April 18th, we signed GAF Claim offer Letter and asked GAF to confirm receipt and when payment will be issued. GAF has not sent a settlement payment. Email to GAF claim rep has gone unanswered. Cannot accept GAF's response until settlement payment is received.
  
  Regards,
  
  ***********************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Defective roof shingles. Granules have come off in droves. I stupidly thought that it might be normal for asphalt shingles, so wasn't concerned until roof began leaking all over. Spent over a thousand dollars trying to get leaks repaired. Including paying two separate roofing contractors. Attempted contacting the roofing company that installed and they had gone out of business. Sent GAF samples on two separate occasions and they said roof was damaged because I included pics with tarps covering leaks and first sample had mastic on them from trying to stop leaking. Ceiling has collapsed in areas and have holes in ceiling throughout the house. How can they explain all of the leaks in areas where there is no damage. All of the shingles are pitted from losing granules.This has been a nightmare. I can't believe a company can casually dismiss legitimate claims and remain in business.

  Business response

  04/05/2024

  This is in response to BBB Complaint ID #********.  ******************** initiated a claim with our office on October 10, 2023. Almost three months later, he submitted his documents, photographs and shingle samples to our corporate office for examination.  ******************************** determined that the shingles met manufacturing specifications. Therefore, his claim was denied.
  
  
  Shortly after, ******************** appealed his denial. We received a second set of shingle samples and additional photographs to re-evaluate his claim.  However, based on the new evidence submitted, the outcome was the same.  Sadly, his claim remains denied.
  
  
  The claimant is welcome to submit new evidence to support his claim under the terms of his applicable warranty.  Unfortunately, at this time, GAF does not have evidence to support a material defect claim. While we regret the claimant's dissatisfaction with the outcome, our position remains unchanged.
  
  
  As always, we thank you for the opportunity to respond to this complaint.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went in for a interview 2/15/24 Interviewed by two supervisors. One supervisor asked me a question about my dad and a situation that happened while at work. I know nothing about the incident or how my dad conducts himself at work I was just there for an interview. *********** also kept pushing the topic of fighting during work. Fighting like if someone tried to fight me during work what would I do, he didnt like my answer of me not being a fighter or conducting myself in the matter of someone whos just trying to work so he repeated the question a few more times wanting me to change my answer I guess. I dont feel as if I was given the same opportunity to prove that I want to work for GAF like everyone else due to an issue supervisors may have with or against my dad. I cant speak for him nor will I ever try to.

  Business response

  02/21/2024

  This is in response to BBB Complaint ID # ********. We are saddened to hear about ********************** negative interview experience.  At GAF, we take these complaints seriously. His matter has been escalated to our Employee Relations team.  A Senior member of that team will be contacting ****************** directly to discuss his experience in greater detail.

  We thank you for the opportunity to respons to this complaint.

  Customer response

  03/05/2024

  
  Complaint: 21314090
  
  I am rejecting this response because:
  
  
  My complaint has been answer but not resolved. 

  I havent heard back from anyone. 

  
  Regards,
  
  *****************************

  Business response

  03/05/2024

  This is in response to BBB Complaint ID # ********.  This matter is currently under investigation.  ****************** will be contacted once the matter is resolved.  We thank him for his patience while we research this matter further.

  As always, we thank you for the opportunity to respond to this complaint.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Roof installed on 3/16/20, granules coming off since installed ,I thought losing some was normal at first but three & a half years later they are coming off excessively they are covering my ************* lawn,my gutters are full of granules, I called A First Choice roofing about the ************** said the shingles are defective & it is a GAF warranty problem I also call a ************ building inspector & when he examined the shingles he said they were defective, I called GAF claims and they sent me a claim package . AFirst Choice helped me put together the claim package, I sent them 2 defective shingles 60 pictures & 5 pounds of granules that I collected with a filter on my downspouts. My gutters have had to be cleaned out because they are loaded with granules. I filed this claim on 1/17/24 today on 2/13/24 they responded to me & said the shingles meet their standards & would pay to have the roof cleaned . Their standards must be pretty low because if that roof gets cleaned there won't be any granules left. From what I have been researching GAF is having alot of problems with their products.I am sending you pictures of this problem I am having along with a picture of the granules collected with just one hard rain .

  Business response

  02/20/2024

  This is in response to BBB Complaint ID # ********.  Claimant spoke with our office on February 16, 2024.  It was agreed that claimant would be sending in new photographs and shingle samples to appeal the claim denial.  The evidence previously submitted to our office showed no sign of a manufacturer's defect.  We will gladly reopen the claim once we receive the new evidence.  However, based on the evidence submitted, the claim remains denied.  

  We thank you for the opportunity to respond to this complaint.

  Customer response

  02/21/2024

  
  Complaint: 21296848
  
  I am rejecting this response because: The roofing company that installed the roof still says the roof is defective, the Pinellas county building inspector says the roof looks like it is 15 years old but it's only 4 years old the granules are coming off in enormous amounts , their decision to clean the roof will make the problem even worse, I am sending more samples of the shingles to the company & more pictures with the help of the company that installed the roof & says it is defective, why would the roofing company that installed the roof say it is defective & it is the responsibility of GAF to stand behind their product ?? I am also having an independent roof inspector inspect my roof to see what he says, my home owners insurance might not ************** if this 4 year old roof doesn't pass inspection. Their product is defective & they need to stand behind their product. 

  
  
  
  
  Regards,
  
  *************************

  Business response

  02/26/2024

  This is in response to BBB Complaint ID # ********.  The evidence the claimant sent into our office for evaluation showed no sign of a manufacturing defect.  It was agreed that claimant would be sending in new photographs and shingle samples to appeal the claim denial.  As we previously mentioned, we will gladly reopen the claim once we receive the new evidence.  However, based on the evidence previously submitted, the claim remains denied.  

  
  We thank you for the opportunity to respond to this complaint.

  Customer response

  02/29/2024

  
  Complaint: 21296848
  
  I am rejecting this response because: I just had a private company inspect my roof & am waiting for roofing company to come to my home & take off two more shingles.
  
  
  
  Regards,
  
  *************************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a roof claim with GAF because of excessive granule loss on my GAF shingles. My roof was newly installed in Feb. 2017. I filed a claim in Nov. 2023 after a home inspection for new insurance revealed the defect in their product (my prior insurance dropped me because they are pulling out of Fl.). I was told by Jennifer at GAF that after I mailed in the sample shingles, I would have a resolution in two to three weeks. The shingles were mailed on Dec. 5 2023. It is now mid Jan. and my claim has still not been settled. I was advised by my insurance agent that I am un-insurable with the current condition of my roof, so it has to be completely replaced before the end of this month, and GAF refuses to call me back. I was told by Jennifer that her boss was going to overnight me the voucher for my new shingles two weeks ago, and neither Jennifer or her boss Melissa will call me back at all.

  Business response

  01/17/2024

  This is in response to BBB Complaint ID # ********.  A settlement offer was sent to *** ******** earlier today.  We are awaiting her executed agreement before we will process her payment.  Once received, we will expedite the settlement to the claimant. We thank you for the opportunity to respond to this complaint.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The warranty for the shingles for my house was never transferred over properly during closing in August of 2013. The shingles are failing in mass quantity after only 12 years! This is very disappointing. I called GAF and they had no interest in even filing a claim due to the warranty transfer issue. Does GAF stand by their products or not? What does it matter if the warranty transferred properly or not. GAF knows exactly when the product was installed and by whom. It is in their system. I am happy to provide any closing paper work as needed to prove the house is mine. The transfer of ownership has no bearing on the quality of your product. It just seems like an excuse to get out of paying for warranty issues. I understand that this is a material only warranty, but this was installed by a GAF certified contractor. It is failing WAY under expected life span. Thank you and I look forward to your response.

  Business response

  12/28/2023

  This is being written in response to BBB Complaint ID # ********.
  The claimant requested a warranty transfer from GAF on System Plus warranty 417897.  The request came in over ten years after the purchase of the home.  Since the request was made well beyond the time frame specified in the warranty, Mr. **************;request to transfer the warranty was 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.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new roof that came with a 15 year warranty -there has been issues for years never totally resolved and I had to have my ceiling repaired 2 times now they are saying warranty expired they have no responsibility hence my kitchen ceiling is ruined again ! I need the leak where its coming from found . I feel the shingles are faulty or materials were ..they have years of notes which I have called about this .

  Business response

  12/27/2023

  This is in response to BBB Complaint ID # ********.  Claimant has had several claims with GAF since 2016.  However, the warranty coverage for misapplication on her most recent claim expired on June 10, 2022.  As we explained to **************, the 30 year warranty on her Timberline shingles remains in full force and effect until June 10, 2037.  She is more than welcome to send in photographs and shingle samples to determine if the shingles on her roof are defective. However, since her misapplication coverage lapsed over a year ago, we are unable to offer relief under that portion of the warranty.
  
  
  Thank you for the opportunity to review and respond to this complaint.

*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. ↩