ComplaintsforOwens-Corning

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint with Owen's is what I feel is 'deceptive advertising'. Owen's supplies a list of independent contractors based on your location. These contractors are placed in a tier list and at the top is 'Platinum Preferred Contractors'. They state that PPContractors "Owens Corning Roofing Platinum Preferred Contractors are the top tier of our exclusive network and meet strict standards for professionalism, reliability and unparalleled craftsmanship. Only they can offer our best roofing system warranty". I hired one of these contractors to put a new roof on my home June 11, 2024. They were also installing the Venture inflow and ridge vent by Owens. This is a somewhat newer system and I wanted to make sure it was installed per Owens directions. Because I researched the vent system I had an idea how it was to be installed. As the roof was installed my husband took progress photos. The photos showed me that the vent instructions were not followed. The manager from the roofing company came a week later to address my concerns. He saw the photos and told me that Owens now lets them install this way. I called Owens and was told directions had not changed. Two and a half months later they finally admit they were wrong. Two weeks ago I pointed out other issues. One still involves the inflow vent, again they say I am wrong. Owens tells me I have to deal with contractor for first 2 years to fix issues. How can someone fix something they refuse to admit is wrong.Owens is lying when they say PPC 'unparalleled craftsmanship'. This PPC company has no idea how to install Owens products. The only answers Owens could give me since they don't inspect roofs is to get my own inspection. Now I have to do that, file with BBB against the roofer and get a lawyer to get me out of a financial contract so I have money to have another new roof put on. The stress I have had in the last 3 months trying to get some help from Owens and contractor is ridiculous!! PPC is a joke!!!

  

  Business response

  09/16/2024

  Hello, we apologize for any inconvenience you may be experiencing. However, the legalese of your warranty clearly state that any workmanship issues inside of two years must be handled by the original contractor. You are welcome to have an inspector come out to review the install, however the original installer must be the ones to make the repairs. Additionally, I have attached a copy of your warranty. You will need to continue working with your original installer for any repairs. 

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am extremely dissatisfied with Owens Corning’s refusal to honor the warranty on my 30 year architectural shingles that have been installed for only four years. I submitted all of the information and numerous pictures taken by the roof inspector. Drone pictures were also submitted. The shingles are clearly defective with excessive degranulation. The Resolution department responded that the shingles are “within manufacturing specifications,” but refused to provide said “manufacturer specifications.” In the meantime, I am left with shingles that have excessive granule loss and will cause my roof to fail prematurely. When I chose my roofing shingles, I truly expected that a corporation such as Owens Corning would honor their warranty and not leave homeowners with a disaster of a roof, requiring me to have to pay for a new one.

  

  Business response

  09/16/2024

  Hello - based on additional review of the photographs submitted, Owens Corning will be awarding a partial approval, the front slopes only, please allow 2-3 business days for your Resolution Specialist to reach out to you with the details. Thank you

  Customer response

  09/16/2024

  
  Complaint: ********
  
  I am rejecting this response because the roof shingles are defective throughout the roof, as it was explained to me by the roofer. A partial repair with mixed matched shingles will be an eyesore and could also damage the decking.

  
  Sincerely,
  
  ********* ****

  

  Business response

  09/16/2024

  Hello - As you can see the photos you submitted appear to be next to a sidewall/siding which would be the front of the house. At this time, the front facing slopes are approved. Again, a Resolution Specialist will be calling you with detail and information on how to dispute the back slopes. 

  Customer response

  09/27/2024

  
  Complaint: ********
  
  I am rejecting this response because the labor amount that was offered is insufficient for Owens Corning’s preferred contractors. 
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3 years ago I had a brand new roof installed using Owens Corning shingles by a licensed contractor and approved by City of Colton inspector. Some of the shingles in a 9 by 5 have holes in top part of shingle caused by normal bird droppings.Not caused by a flock of birds but by occasional birds that may sit on chimney and leave. This is not normal as I have had house for 36 years since new and former roof which was original since new that never happened. Three different roofers looked at this problem and say they have never seen that happen. I have requested Owens Corning replace those shingles only in 9 by 5 area and they refuse when in reality the whole roof has same batch of shingles which I believe are defective. They keep giving me excuses like their lab r tested my shingles when I never sent them the shingles they only wanted pictures and I hired a roofer to take some off and photo them front and back as they requested. They say it's an act of God as in you know hurricane tornado earthquake etc. These are normal birds that's like saying the sun is an act of God. Furthermore normal bird droppings are not anywhere in their warranty. Can you advise me or help me with this. Owens Corning has recently been sued in class actions for other issues and lost. This seems to be their m.o. deny until they are pushed.Thank you

  

  Business response

  09/09/2024

  Hello - after an extensive review of the photographs provided to Owens Corning, the loss of granules on your roof is different shapes and not consistent with typical granule loss. As you have stated you have birds that will sit up on the chimney, bird droppings are acidic and will cause the issues you are seeing. This is not the result of a manufacturing defect. We apologize for any inconvenience. 

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I installed a bundle of new roofing shingles from Owens Corning (purchased at Lowes). Four of the shingles were defective: 2 had holes in them and 2 were frayed. I provided photos, returned the damaged product, and sought warranty relief from the manufacturer, Owens Corning. They claim the shingles were not defective and refused to honor the warranty. No reasonable person could conclude that new shingles with open holes cannot be defective.

  

  Business response

  09/06/2024

  Hello - based on review of the photographs and shingle ***** the lab confirmed there was no manufacturing defect. However, as your request is reasonable, our ******************* will issue a check in the amount of $43. Issuing this check in no way admits there is a manufacturing defect or any fault on Owens Corning part. I hope that this is a satisfactory outcome. Thank you.

  Customer response

  09/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new house where the roof has been replaced less than a year ago. The seller told me that the roof has a 25 year warranty. 5 months later the roof licked. I called the warranty company (Owens Corning), and the representative told me that the warranty is voided, since it was not transferred within the 60 days of purchase. I reread the warranty, and this requirement is indeed there, but it is hidden so well. It is placed into "Other Structures" section. I can only assume that it is done with the malicious intent. The representative was well prepared for this outcome, so I was left to think that this is a common practice.

  

  Business response

  08/12/2024

  Hello - If you can verify what year your roof was installed we would be happy to send you the correct warranty legalese. In the legalese you will notice a section referred to as "What about Transferability" - as you stated it is clear there on what is needed to proceed. The warranty must be transferred within 60 days of taking ownership of the home, a fee may be applicable depending on the type of warranty and the installation date. We apologize for any inconvenience. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Failed to honor extended warranty after providing a receipt for the extended warranty.

  

  Business response

  07/16/2024

  Hello, it is the responsibility of the contractor to register and pay for the extended warranty within 60 business days of the installation. Based on review of your notes, you have contacted Owens Corning several times about this matter and as recently as 7/11/2024. This matter is currently under review. Thank you.

  Customer response

  07/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This has become nothing more than a tennis match between the Platinum Preferred Contractors and Owens Corning, as each party continues to place the responsibility on the other.
  
  Owens Corning state their Platinum Preferred Contractors are a select group of an elite roofing professionals that are the best in field and must pass a workmanship inspection to assure they do quality work and because of their high standards, Platinum Preferred contractors are the only ones who can offer the Platinum Protection Limited Warranty and you can trust your home with a member of the Owens Corning Independent Network of roofing contractors.
  
  I did “Trust” and “rely” on Owens Corning’s representation of their Platinum Preferred Contractors SO…
  
  Why was my roofing work subcontracted to an unlicensed contractor who is not a Platinum Preferred Contractor?
  Why were the shingles bent over the ridge of the roof for days?
  Why wasn’t the Decking not properly prepared?
  Why wasn’t the Underlayment installed correctly?
  Why was three layers of Ice and Dam installed in Valleys?
  Why wasn’t the damaged, bent, rusted flashing replaced?
  Why weren’t the Ridge-vents installed?
  Why wasn’t the Drip edge installed correctly?
  Why were the Architectural shingles racked and installed from different directions?
  Why were the incorrect offsets used and not consistent with the shingle application?
   Why were the incorrect amount of fasteners used?
  Why weren’t the correct nail patterns used?
  Why was the wrong flashing installed incorrectly over my garage?
  Why didn’t they finish the work?
  Why did they fail to pass inspection with the local Building Department?
  Why does this contractor remain on their Platinum Preferred Contractors list?
  
  This is not the same depiction of what Owens Corning's advertisements paint their Platinum Preferred contractors to be.
  
  What is truly insulting is Owens Corning still feels this contractor is worthy to be one of their Elite Roofing Professionals.
  
  The contractor now promotes they only use Certainteed roofing products.
  
  THREE YEARS AND NO ANSWERS IS TOO LONG.
  
  Owens Corning were provided with a receipt I received from their Platinum Preferred Contractor’s attorney for the Platinum Protected Limited Warranty showing it was registered and paid by the contractor.
  
  Owens Corning needs to honor the Platinum Protected Limited Warranty and stop stalling.
  
  If Owens Corning chooses to maintain I only have a standard warranty they must provide me with an explanation why the receipt provided to me from their Platinum Preferred Contractor’s attorney is not valid.
  

  
  Sincerely,
  
  ****** ******

  

  Business response

  07/18/2024

  Hello, again as we stated this is currently under review. You have already contacted the appropriate team regarding this matter who is working on it diligently. Please remain patient as that team is working as quickly as possible to resolve this issue.Thank you.

  Customer response

  07/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: As I previously stated this issue is over three years old. As a result of OC and their preferred contractor shifting the blame back and forth my home has sustained a substantial amount of damage from the faulty work and material installed. The current estimated damages are over $150,000 and yes that is correct One hundred and fifty thousand dollars.
  
  Please keep in mind this does not include the cost to replace the roof or the damage that has yet to be determined once the remediation and repairs begin.
  This also does not include damages caused by new areas of the roof that have since failed to prevent water from penetrating the infrastructure of the home.
  
  The longer this matter goes on resolved the longer my home will continue to incur damages.
  
  Sincerely,
  
  ****** ******

  Customer response

  08/02/2024

  They have not reached out to me other then sending me a copy of the previous warranty to my complaint. 

  

  Business response

  08/06/2024

  Hello - based on further review of your warranty at this time you have the Standard Product warranty. Thank you.

  Customer response

  08/06/2024

   
  Complaint: 21983471
  
  I am rejecting this response because:

  Once again, this does not answer my question. I understand that shingles come with a standard warranty.
  

  AGAIN MY QUESTION IS:
  Is the Owens Corning receipt from their Platinum Preferred Contractor for the extended warranty known as the Platinum Protected Warranty I received VALID or NOT?
  This is a simple question.
  Please stop responding to my question by stating I have a standard warranty.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 2014 I had Sears Home Improvement install an Owen’s Corning Roofing system. March 9, 2024 We removed the ceiling drywall in one room and found wet insulation. The next day it rained and water was coming in and dripping from 2 rusty nails we put about 4 buckets to catch the water. I contacted Owen’s Corning on March 18, 2024 ( since I have a warranty which covers workmanship. I was told I would need to contact one of their Owen’s Corning preferred roofing contractor network member, from a list they provided to me, which I did. On March 25, 2024 Steve and his colleague from Sunny Mac came to my home and inspected my roof. The sent me the report which stated the roof tiles were not installed properly as the shingles are buckling and cracking and not adhering They also felt the entire roof should be replaced. ( I will enclose the report with photos) I submitted Sunny Mac’s findings and photos as well as my photos inside of the leaking. Today April 15, 2024 I received email from Owen’s Corning denying my claim and said this is due to roof maintenance??? I called Sunny Mac who said roof shingles do not buckle and crack nor do all the nails rust from roof maintenance. I have all reports which I tried to download but it said file is too big but I will try to correct. I just can’t believe after 10 years I need a whole new roof and they are not taking responsibility. I have no trees in my yard so no branches nor leaves on my roof. This is not acceptable. If my file don’t go through please let me know so I can resend. Please help me

  

  Business response

  04/16/2024

  Hello, based on the review of the photos that have been received it appears the issues is dried up sealant around the chimney/pipe boot which is considered roof maintenance. These items break down over time and should be corrected. Your contractor does mention several other issues that were poorly documentated in the photos, such as "cracks, shingles no longer sealed." Please see the attached document, as we will need more photos to review for any potential manufacturing defects. I would suggest several photos through each slope showing shingles not sealed as well. Please call 1-800-ROOFING with any questions.

  Customer response

  04/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Hello, I'm not sure what photos came through so I will send with this email. First, let me say the pipe on my roof and chimney are not part of my dispute as THEIR contractor just listed all findings. My issue is the quality and or installation of the shingles installed on my roof. They are cracked and buckling and not adhering to the roof  and you can see the rusty nails,  this is where the water is coming into my home and I have buckets covering my floor when it rains due to leaks in my roof. Let me also say these leaks are not even close to the pipe or the chimney stack. I received an email from Owens Corning asking for more photos of the roof and they said I need to remove 2 tiles  where it is buckling and take photos. I did contact a 2nd Owens Corning contractor who will be out here April 24, 2024 to  take the photos that were requested. When I receive those photos I will send to you as well as Owens Corning. Also I'm not looking to be reimbursed the full $16,000 I paid but I need a new roof and feel they need to take responsibility for their work and quality of their product. After only 10 years I should not be in need of a new roof. The email also suggested the photos were not up to standard, well again I used the contractor they told me to use.
  
  Thank you,
  
  Sincerely,
  
  ******** ******

  

  Business response

  04/18/2024

  Hello and thank you for the additional information you have supplied us. The photos and report were originally received, however the video was not, so that has been uploaded to the claim for you. I appreciate you also going more in depth about what you and your contractor have seen. Please inform us immediately once the new photos are taken and sent in so that they can be reviewed immediately. If the additional contractor is charging you to come out, Owens Corning will cover up to $250 to have them do so, please submit an invoice from them so that they can be covered. Thank you.

  Customer response

  04/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did not click on accept business response because it said it would close out my case. Which I do not want closed until this matter is resolved.
  I appreciate the response and I will be in touch next week with new photos as requested. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our contractor purchased Owen's Corning shingles for us on 5/8/2021, and replaced our old roof, we paid the roofer around $17,000 for the whole project, not sure how much he paid to Owen Corning. however after only about one years, I noticed that a lot granules got washed down by rain, I thought it could be normal for newly installed roof(but actually our roofer told us they cleaned the roof with blowers after installation). On 11/23/2023, my husband got on top of the roof to clean chimney and found the shingles were in a terrible situation, just after two and half years, many parts of shingles lost all granules and only the fiber mesh are left. we contacted our roofer (RP Construction LLC, [email protected]), communicated with them back and force since then, they come to checked the roof and took two pieces of shingles and filed a claim to Owen Corning However, Owen Corning sent us installation fee and a voucher which can only cover about 2/3 of the whole roof, though manufacturing defects are shown clearly in these shingles. We demand Owen Corning to relace all these defected shingles. Documents has been submitted to Owen Corning

  

  Business response

  04/02/2024

  Hello - Please see the attached warranty legalese, Owens Corning's obligation is to assist with removal and replacement of the approved defective material. It appears you have spoken with your Resolution Specialist on 3/4/2024, who stated we needed additional clear photographs of the other areas on the roof that have not been approved. If you or your contractor are not able to get the photos needed, we would be happy to order a drone to come out and fly as soon as possible. This is a third party company, they do not make any determinations, that we work with and at no expense to you. You can either reach back out through here or contact your Resolution Specialist to get this ordered. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty denied when it clearly states shingles can handle wind 130 mph when we didnt get that

  

  Business response

  03/04/2024

  Hello, after a review of your claim it appears it was claimed for both granule loss and blow off. Granule loss over the life of your shingles is considered normal wear and tear, the lab did not see any excessive granule loss for the age of your roof. Regarding any blow off, the shingle you have installed on your roof (Supreme) has a wind resistance of 60 MPH, if fastened correctly. Based on the review of the photos, you can clearly see the fastener placement well above the common bond area of the shingle. Based on this information the claim has been denied. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had a roof leak and my roofer determined the shingles were faulty sealing and were still under warranty. I contacted Owens corning in July 2023 and was told it would be considered a manufacturer defect. They would reimburse me $150 to have my roofer remove a few of the faulty shingles and submit my pictures and statement from roofer. I could go ahead with repairs to fix the leak to prevent damage or wait on the claim to be processed. I was told due to proration I would be entitled to approximately 76% of the cost of materials. I had my roofer do the repair and the leak was fixed. He also found that the left over package of original shingles also contained some faulty shingles. Owens denied my claim #********, saying that it was due to improper installation and out of warranty. Tried to get answers from Owens corning but seemed to be given run around. I spoke with the area sales manager ******* who tried to help but then I no longer was getting a response from him. My roofer, BBG enterprises *** ******* , also tried reaching out to Owens corning as well as sales reps but was unsuccessful. I feel that I should be given the $150 Owens told me as well as 76% of the cost of the shingles that needed to be replaced.

  Customer response

  01/16/2024

  Here is a copy of my warranty. Thank you.

  

  Business response

  01/23/2024

  Hello -

  Claim ******** was opened up for Non-Seal, the wind warranty period for your shingles are 10 years. Blow off outside of 10 years is not covered per the terms of your warranty. Additionally, you submitted photos from left over shingles, these clearly showed sealant was applied to these shingles. If you believe there are any additional issues with your roof, we would request clearer and better photos of your roof for review. Blow off and non-seal are no longer covered. Per the warranty we will reimburse up to $150. A check for the contractor coming out will be mailed out. 

  Thank you.

  Customer response

  01/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

*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. ↩