Roofing Materials
GAFThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for GAF's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 99 total complaints in the last 3 years.
- 41 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/20/2022
Type:Service or Repair IssuesStatus: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.
Warranty for GAF Roofing SCAM. We have been dealing with this company for over a year due to excessive granular loss on the roof. In my case as in others, GAF sent out a standard form letter - which has been received by other complainants - that this is due to "foot traffic" though no one gets up on the roof. I am in my 60's and not prone to getting up on the roof. Their "schtick" is to have you remove sample shingles and then send them to a lab which then determines in every case that people are walking all over your roof. After several attempts to get them to come out and physically look at the roof, they finally sent out an inspector to take photos of the roof in June 2022. ******, who is employed by GAF, came back with the same answer even after I stood on a ladder pointing out the granular loss in the gutters and bare shingles on the roof. This company has literally hundreds of complaints against them - many in my area of southwest ******* - even after settling a class-action lawsuit. Buyer beware.Business Response
Date: 06/22/2022
This is being written in response to BBB Complaint ID # ********.
GAF has performed both a rooftop inspection and a laboratory analysis/evaluation of the sample shingles from the roof. The material is not defective. It was the conclusion of both the inspector that examined the roof and the lab technician that evaluated the samples that the material was damaged during or after application. The samples show evidence of post application insult. They did not exhibit any manufacturing defects.
We regret that the claimant is disappointed with the outcome of our claim investigation. That said, based on both the observations of our inspector and lab technician, our conclusions and the claim disposition remain unchanged.
We thank you for the opportunity to review and respond to this complaint.
Customer Answer
Date: 06/24/2022
Complaint: 17451239
I am rejecting this response because: I am not the only complainant out there concerning the problem with shingle deterioration after 5 years. GAF sends out the same form letter answer no matter the case. They claim that this is due to foot traffic, but I am not prone to getting up and walking on my roof, nor evidently is the complainant from ********** who has a pitched **** that would be impossible to walk own. We intend to acquire an independent roof inspection and intend to pursue this further.GAF Golden Pledge Claim Number: 30145490
Golden Pledge Warranty Number: 01084440
Dear Mr. ***** *****************:
This letter is to confirm that the inspection of your roofing system for the roof complaint
reported to GAF has been completed.
GAF Field Inspector, *************************** did not observe any manufacturer defects of granule loss.
He did observe what appears to be foot traffic damage. I have attached photos and a copy of
your warranty for your reference.
Please be advised that the roof conditions reported to GAF appeared not to be due to a
problem with your GAF shingles or your GAF Golden Pledge registered products.
GAF apologizes for any inconvenience resulting from your problem. Please be assured that your
GAF Golden Pledge warranty remains in full force and effect according to the terms and
conditions. We are closing this warranty claim, and if you have any questions or concerns
regarding your roofing system or the Golden Pledge Warranty coverage, please contact this
office.
Sincerely,
*******************
*******************
Warranty Claims Examiner
Regards,
*************************Initial Complaint
Date:06/17/2022
Type:Service or Repair IssuesStatus: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 March 28, 2022, our contractor ******* Construction purchased $3500 worth of roof materials to repair a 30-year-old roof. At the completion of the installation, the shingles turned 2 to 3 different colors. We filled a warranty claim immediately with GAF because the shingles were damaged. We did everything they requested of us, only to find out they feel that the contractor purchased 2 different colors of shingles. I have never been so humiliated in my life. ************************* answered questions the way a theft has been taught to answer. We sent pictures, in the pictures, you can see different colors in the shingles. all over the roof. We need help.Business Response
Date: 06/20/2022
This is being written in response to BBB ****************************************************** that the shingles "turned 2 to 3 different colors" after the installation. GAF evaluated the claim submittals and determined that there was a mix of 3 different color shingles on the roof. GAF shingle colors are given a unique Color Code which is clearly printed on all bundle wrappers. You cannot mix colors on the same roof without creating inconsistencies in appearance. The pallets are flagged "Do Not Mix". The color variation on the roof is the result of mixed color codes. Claimant has warranty coverage for material defects. The shingles submitted for evaluation showed no evidence of defective manufacturing. There are multiple color codes on the same roof. The colors are not intended to match or compliment each other. GAF expressly cautions installers to never mix and match colors on the same roof.
Thank you for the opportunity to review and respond to this complaint.
Initial Complaint
Date:05/11/2022
Type:Service or Repair IssuesStatus: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.
Not sure what that is on the roof even after a rain that streak that you see is still there its not the sun I took this today at 6:30 PM its at the front of the house I went to the window and Ive seen it there for the last month but thought it mightve been the sun and I totally ignored it but today its still very visible its not going anywhere. I dont know what it could be but these shingles were just put on in October 2021 theyre not even a year old yet.Business Response
Date: 05/12/2022
This is being written in response to BBB Complaint ID # ********.
We have reviewed the complaint and it does not appear that a claim was ever filed. We can find no record of a claim for the property address provided.
We respectfully ask that the homeowner contact GAF directly to open a warranty claim. A representative from GAF will gladly guide the customer through the process. The number to call is **************. The Warranty ***************** is open Monday through Friday from 8:30 to 5pm (Eastern Time).
Thank you for the opportunity to review and respond to this complaint.
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