Business Profile

Roofing Materials

GAF

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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.
42 complaints closed in the last 12 months.

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The 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:06/20/2025
Type:Service or Repair Issues
Status:
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.
Since November 2024 I have been engaged with the warranty department at GAF. My frequent contact was ******** *******, and recently her manager *** ********* ******** will not return email or phone calls, *** will not return phone calls.The roof on our home is warrantied for 30 years, at 15 years the entire south facing roof is ********** claim number with GAF is ********.The fiberglass mat is exposed on all the tab ends of the south facing shingles.GAF position is that this wear is caused by physical damage by walking on the roof.The roof is a 10/12 slope and cannot be readily walked upon.Going through the process ******** advised me to contact one of GAF master elite installers to properly remove shingles for return to GAF for analysis as my removal of shingles was not acceptable.Campo Roofing was contacted, a master elite installers of GAF who has installed over 11 million square feet of GAF shingles.******* ********************** Roofing in ********* Ohio properly removed shingles and photographed much of the roof.******* wrote to ******** and stated that the wear and color loss on the shingles was ABNORMAL for the shingles.Still GAF replied that the shingles were physically damaged and warranty claim is denied.******** can be reached at ****************************.What I am asking for is that GAF honor the warranty and replace the 42 square of shingles on our home.I have kept records of all the photos and emails interacting with Which are numerous.The phone calls I didn't record but understand that GAF records the phone calls.Thank you ****** ******
Business Response
Date: 06/25/2025
This is in response to BBB Complaint ID # 23497365. Mr. Stoila filed a claim with our office on December 10, 2024 for a complaint of "granule loss, exposed fiber". His claim requirements were fulfilled on February 10, 2025. His claim was evaluated in our Quality Assurance Laboratory. It was determined that his shingles did not exhibit a manufacturing defect. Rather, the granule loss and exposed fiber were due to the result of physical damage. Ms. Tiffanie Walters, GAF Claims Examiner, advised Mr. Stoila he can submit new evidence if he wished to appeal his claim. On April 29, 2025, we received additional samples for review. Once again, it was determined that the shingles on Mr. Stoila's roof exhibited physical damage, which is not covered under the terms of the GAF Shingle Limited Warranty.
After receipt of his complaint, we pulled both sets of his samples for another evaluation. The final evaluation determined that the shingles are not defective and exhibit physical damage. Therefore, we are unable to offer Mr. Stoila relief under the terms of the Limited Warranty.
We are sorry he is not satisfied with the outcome of his claim, however, we must repsectifully maintain our position. We thank you for the opportunity to respond to this complaint.
Customer Answer
Date: 06/25/2025

Complaint: 23497365

I am rejecting this response because:
GAF contends that physical damage is the caused of the exposed fiberglass glass mat.
Yet GAF cannot prove physical damage, their position is to use this verbage. Ms. Walters explained that physical damage is from walking on the roof installing Christmas lights.
I can assure GAF and the BBB that no one was walking on this 10/12 slope roof.
Further every tab on every shingle shows some degree of exposed fiberglass mat.
It would seem highly unlikely to step on every tab and damage the tab.
From my point GAF saying physical damage is like GAF saying UFO exist. GAF cannot prove anything about UFO. In my opinion GAF is avoiding liability.
I would request the BBB to ask Ms.Walters to provide the April 2,2025 letter from Anthony Galewood of Campo roofing, where Galewood states that my shingles show abnormal wear and abnormal color loss.
Campo roofing is a Master Elite installer for GAF. Galewood states he has seen millions of square feet of shingles, the condition of our roof is abnormal for a roof of 15 years .
Our roof carried a 30year warranty.
Further as I discussed with GAF only the south roof shows the failure condition of exposed fiberglass mat. The North and West side do not show the failure condition of exposed mat.
Everyone knows that the South side is the sunny, hot ,UV side. I live in North East Ohio and NE Ohio is not known for desert like sunshine.
The shingles are failing.
The fiberglass mat is supposed to be at the interior of the shingles, not exposed on the outside of the shingles.
The exposed fiberglass mat will continue to increase as water and heat will expose additional mat.
GAF owe warranty on the material and labor to replace the 42 square of shingles on our roof.
Lastly I would urge the BBB to Goggle,- GAF exposed fiberglass mat. I did that today and found hundreds of posts from individuals with the same problem as we have, and guess what GAF said that the problem was physical damage.
I'm hoping the BBB can move GAF in the direction of goodness and get GAF to warranty their product.
Note I have my copy of the Galewood letter should Ms. Walters be unable to find hers.

Regards,

George Stoila
Business Response
Date: 06/30/2025
This is in response to the rejected response for BBB Complaint ID # 23497365. We have evaluated Mr. Stoila's claim three times. Each evaluation results in the same denial. We are sorry Mr. Stoila is not happy with the outcome of his claim, however, our position remains unchanged.
We thank you for the opportunity to respond to this complaint.
Initial Complaint
Date:05/07/2025
Type:Service or Repair Issues
Status:
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.
In May 2024 I hired a roofing company to replace my roof. They offered products from GAF that came with a warranty that includes misapplication coverage. In December of 2024 I had a different roofing company take a look at the roof following an inspection by a home inspection company, as I wanted to ensure the work that the original ****** had done was complete and well-executed. The second ****** noted that the ridge vent was installed crookedly and it had been crushed in several places as well as having exposed nails.I contacted GAF in January 2025 to file a claim. As of now, May 2025, my claim is still pending and no inspection of the ridge vent has been done. I have called and emailed numerous times over the months, even contacting a supervisor. I only ever get told the same thing, that they are waiting for the roofing contractor to get back to them and they should have an answer by the end of the day. I paid for the warranty and I expect the terms of the warranty to be respected.
Business Response
Date: 05/08/2025
This is in response to BBB Complaint ID # ********. A technician from Couvreurs ******* will be visiting the claimant's home on May 8, 2025 at 6pm to investigate the issue. We spoke with the claimant, who will contact our office to report the outcome of that meeting. When we spoke to her this morning, she was happy to hear from a technician. We are sorry this claim is taking so long to resolve, but we will be moving forward with a solution for the claimant.
We thank you for the opportunity to respond to this complaint.
Customer Answer
Date: 05/13/2025

Complaint: 23299198

I am rejecting this response because:
The roofer did, in fact, come by on Thursday evening to evaluate the roof, specifically the ridge vent. He confirmed that it was not installed properly. He also recommended changing it out for maximum vents, although that isn't completely necessary, rather what the standard is in my area. He told me that he would submit his report and recommendations to GAF and I would be hearing back from them. It is now Tuesday and I haven't heard a word from GAF. It looks like I will have to chase them again to keep this moving.

Regards,

******* ***********
Business Response
Date: 05/27/2025
This is in response to BBB Complaint ID # ********. We have been in communication with the claimant. The roofing contractor will be doing the repairs to her roof on 5/30/2025. We have advised her to contact us to let us know that the repairs have been completed to her satisfaction.

We thank you for the opportunity to respond to this complaint.
Customer Answer
Date: 06/06/2025

Complaint: 23299198

I am rejecting this response because:
The roofer finally came by and replaced the badly installed ridge vent, however, he didn't finish the job and doesn't return my messages.
It makes sense now why he was so reluctant to put anything in writing. He never intended to do anything but the bare minimum.

Regards,

******* ***********
Business Response
Date: 06/09/2025
This is in response to BBB Complaint ID # ********. The claimant has been provided with 3 options to move forward. They are:
1. Get the Maximum vents installed, and she will have a Silver Pledge warranty (10 year workmanship warranty).
2. Get Master Flow turbines installed, in which she will retain your Golden Pledge warranty.
3. Get the ridge vents redone correctly (this is the option GAF recommends).
Against our recommendation, the claimant has chosen option #1. Once we confirm the repairs have been made, we will be in contact with the claimant about the warranty coverage. We reached out to her on Friday, June 6 and we are awaiting her response.
We thank you for the opportunity to respond to this complaint.
Initial Complaint
Date:05/01/2025
Type:Service or Repair Issues
Status:
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.
They are not fulfilling a warranty I purchased for their product.
Business Response
Date: 05/06/2025
This is in response to BBB Complaint ID # ********. Currently, we are waiting on a repair estimate from ************************************* and Sheetmetal for the north facing plane on her roof. Once received, we will be in a positino to move forward with repairs.
We thank you for the opportunity to respond to this complaint.
Customer Answer
Date: 05/10/2025

Complaint: 23272279

I am rejecting this response because: The claim was initiated eight months ago. The roof should have been fixed.

Regards,

***** ********
Business Response
Date: 05/12/2025
This is in response to BBB Complaint ID # ********. We are still waiting on a repair estimate from ************************************* and Sheetmetal for the north facing plane on her roof. Once received, we will move forward with repairs. We have communicated this information to Ms. ********************** thank you for the opportunity to respond to this complaint.
Initial Complaint
Date:04/18/2025
Type:Service or Repair Issues
Status:
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.
Very simple: Trying to register for the GAF Roofing warranty on the GAF website is impossible. Have tried to do it several times over the past year to no avail. I would simple like to register my roofing project with GAF.
Business Response
Date: 04/21/2025
This is in response to BBB Complaint ID # ********. Did the roofer charge you a registration fee for a System Plus, Silver Pledge or a Golden Pledge? If not you would have the Shingle and ***************** Warranty. That warranty is automatic, in full effect as soon as the roof is completed and requires no registration at all. If, in the unlikely event you should ever need to file a claim with us, we will ask you to provide us with proof of product purchase, installation and quantity. All of that information should be on the contract from the roofer. Keep that in a safe place for as long as the roof is on your home. If you still wish to fill out an online registration form, feel free to click here: *****************************************************************************************************;
If you have any questions or concerns please feel free to contact us at ************** during our regular business hours: Monday through Friday 8:00 to 5:00 Eastern.
We thank you for the opportunity to respond to this complaint.
Initial Complaint
Date:02/11/2025
Type:Service or Repair Issues
Status:
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.
Subject: Complaint Against GAF – Warranty Claim No. ********

Dear Better Business Bureau,

I am submitting this complaint against GAF regarding the settlement of my warranty claim (Claim No. ********). I purchased GAF roofing materials with an applicable Limited Warranty, expecting full coverage as outlined in their terms. However, the settlement offered by GAF is unfair and does not adequately address my claim.

Complaint Details:
Name: ****** *********
Address: ***** ** **** **** ***** ******** ** ***** Warranty Claim Number: ********
Issue: My claim was approved, but the compensation offered is significantly lower than expected due to GAF’s prorated calculation.
GAF’s Settlement Offer: 14 squares of Royal Sovereign shingles via a material voucher, excluding sales tax and delivery costs.
Additional Hardship:
Due to the defective condition of my GAF roofing materials, my homeowner’s insurance was denied.
To retain my insurance coverage, I was forced to pay $3,000 out-of-pocket to a roofer for repairs.
The issue with my roof is not due to natural causes or negligence on my part, but rather a material defect in the GAF products.
Concerns:
The prorated compensation fails to cover the necessary repairs or replacement costs.
The settlement does not include key costs such as taxes and delivery, placing an unfair financial burden on me.
GAF is requiring me to sign a release, preventing any further claims, despite the inadequate settlement.
I have attempted to resolve this matter directly with GAF, but their response has been unsatisfactory. I am seeking a fair resolution that properly compensates me for the defective roofing materials and honors the warranty as originally promised.

I request BBB's assistance in mediating this dispute to ensure that GAF provides a more reasonable resolution. Please let me know if any further information is required.

Thank you for your time and assistance.

Best regards,
****** *********
Business Response
Date: 02/12/2025
This is in response to BBB Complaint ID # ********. Ms. ********* filed a claim with our office on November 12, 2024 for the complaint of "extreme granule loss". Her claim was evaluated by our quality assurance laboratory, and it was determined her shingles did exhibit a manufacturers defect.

Per the terms of the applicable warranty, "GAF..., warrants that your GAF Roofing Shingles will remain free from manufacturing defects that adversely affect their performance during the applicable Smart Choice® Protection Period or that cause leaks for the remainder of the applicable warranty term and that your GAF Accessory Products will remain free from manufacturing defects that adversely affect their performance during the applicable warranty term. When asked if her roof was leaking during the claim intake, Ms. ********* said her roof was not leaking. After she received her claim kit, she chose to pursue the claim with the full understanding that her claim could potentially be denied since her shingles were outside the Smart Choice® Protection Period and her roof was not leaking.

The Smart Choice® Protection Period is 5 years (60 months) for Royal Sovereign® Shingles. Her roof is over six years old, which is beyond the Smart Choice® Protection Period. However, as a measure of goodwill, we chose to settle the claim as if her roof did exhibit leaks. In the event of a manufacturing defect, the GAF limited warranty on the shingles provides 100% coverage for the GAF materials and the labor to install them for the first five years (60 months). After the 60 months have lapsed, labor is no longer covered. GAF’s contribution to you will be based on either providing you with replacement GAF Products, or at GAF’s choice, reimbursing you for the reasonable cost of replacement GAF Products. The amount of replacement GAF Products or reimbursement provided to you will be reduced to reflect the use you have received from your GAF Products. The amount of use will be calculated by dividing the number of months which have elapsed since installation to the date of claim by the number of months in the warranty term. A copy of the warranty is attached to this correspondence for ease of reference.

From the date the shingles were installed until the date the claim was, Ms. ********* received 24% use (72 months) of the shingles, which leaves 76% remaining under the warranty term. The settlement was calculated by multiplying 18 squares (total number of squares on the roof) by the reasonable replacement cost of the Timberline Natural Shadow shingles ($107.70) by 76%. Since the shingles were installed in November, 2018 and the claim was filed in November, 2024, the shingles are beyond the five year protection period and therefore entitled to receive either a check for $1,473.33, or a material voucher for 14 squares of Royal Sovereign shingles.

We are sorry that Ms. ********* is not satisfied with the settlement, however, since we have fulfilled our obligation under the terms of the warranty, we must respectfully maintain our position. We than you for the opportunity to respond to this complaint.

Customer Answer
Date: 02/18/2025

Complaint: ********

I am rejecting this response because:

Thank you for your response and for the time taken to address my complaint. However, I am still dissatisfied with the settlement offer provided, and I would like to further explain my position.
While I understand that the Smart Choice® Protection Period has expired, and that my shingles are outside of the warranty coverage, the issue of "extreme granule loss" still significantly impacts the performance and appearance of my roof. I appreciate that you are honoring a portion of the warranty as a gesture of goodwill, but I feel that the loss of granules, which I believe to be a manufacturing defect, is a serious concern that goes beyond the timeframe of the warranty.
Additionally, I am disappointed that the labor costs are not covered beyond the five years, even though I am still dealing with a roofing issue directly tied to the product's quality. The roofing material was not properly fulfilling its intended purpose, and I am now left with having to pay for replacement materials without any assistance for labor costs.
Given these circumstances, I respectfully request that you reconsider the settlement offer, possibly extending further assistance or offering an additional solution that might address the labor costs or provide a more favorable resolution. I would appreciate your continued support in this matter.
Thank you again for your attention, and I look forward to hearing from you soon.

Regards,

****** *********
Business Response
Date: 02/19/2025
This is in response to the rejection of BBB Complaint ID # ********. While we understand the claimant's position, we do not deviate outside the terms and conditions of the applicable warranty. We explained in detail how we arrived at the settlement offer. Again, we are sorry that she is not satisfied, but since we calculated her settlement in strict accordance with the terms and conditions of the applicable warranty, our position remains unchanged.

We thank you for the opportunity to respond to this complaint.
Initial Complaint
Date:02/07/2025
Type:Service or Repair Issues
Status:
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.
Our issue is that ******** *******, warranty claims examiner with GAF, has ruled that although four roof samples from a GAF test came back determining the samples defective that GAF will repair only a small portion of the roof where the samples were taken. We noticed the loose shingles around 08-01-24.

We believe that the entire roof should be replaced since the samples tested defective.
Business Response
Date: 02/10/2025
This is in response to BBB Complaint ID # ********. Mr. **** advised GAF in his correspondence dated February 3, 2025, that he now considers his claim a "legal matter". We have asked him to advise his attorney to send GAF a letter of represenation so we may proceed with his claim. Until then, the claim is on hold. We thank you for the opportunity to respond to this complaint.
Customer Answer
Date: 02/10/2025

Complaint: ********

I am rejecting this response because:

We appreciate GAF response. We will not hire an attorney for this issue. We will handle this Complaint without legal representation. We are not lawyers. You will only speak to us about this Claim. We did say that we will file a Claim on this Settlement, but we did not say that we would sue GAF in court.

We ask GAF to submit a written transcript of the telephone conversation we had with ******** ******* on Wednesday 01-29-25.

We are ready to discuss this matter with GAF in writing through the BBB.

Regards,

******* ****
Business Response
Date: 02/13/2025
This is in response to Mr. ****'s rejection for BBB Complaint ID # ********. We told Mr. **** that in order for us to move forward with the claim, we would require additional photographs showing the extent of the issue. He has pushed back, saying he is not going to pay ****** Roofing to take additional photographs. He doesn't have to. As long as we get the photographs showing the extent of the issue he is complaining about, we can move forward with offering his a larger settlement than the 4 shingles he noted on his claim form which, at the time, he claimed as having the issue.

While the shingle samples tested defective, we require photographs showing the extent of the issue. If Mr. **** refuses to provide us with the photographs, we will settle his claim for small section of the roof that shows the issue. He should be contacting ******** ******* with his decision. She can be reached at ************* **** ****, or ** ************************.

We now consider this BBB matter closed. As always, we thank you for the opportunity to respond to this complaint.
Initial Complaint
Date:01/30/2025
Type:Service or Repair Issues
Status:
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.
In 2018, we purchased an entire roof replacement for just over $13,000 for 59 squares to a roofer who offered us a warranty for GAF Weather Stopper Integrated Roofing System. The installer registered the warranty. GAF acknowledges this. Inspection was performed by a local GAF certified roofer who discovered hundreds of square feet of defective shingles. He charged me to remove and replace samples which were sent to GAF. After multiple additional requests for photos it was determined by GAF themselves that these were defective shingles. They offered me $500 "standard settlement" for a a replacement that will cost more than 10 times that much - and that isn't for the entire roof. The cost to remove and send them samples was $250. When I inquired about this arbitrary number, I was told that was a "standard settlement". No consumer should buy GAF shingles thinking that this warranty has any value whatsoever. They are crooks who are making marketing and sales claims that will not be honored. Stay away from GAF shingles. I offered to have their local GAF certified roofer provide an estimate form replacement. They declined and are taking a "take it or leave it" posture. There are too many documents and photos to upload to this site. My files on this are extensive.
Business Response
Date: 02/03/2025
This is in response to BBB complaint ID ********/ Mr. **** filed a claim with our office for granule loss on October 7, 2024. His photographs and samples were evaluated in our Quality Assurance Laboratory, and determined that his shingles were exhibiting splicing. A shingle splice is a seam or joint where overlapping sheets of roofing material are joined together. The end result has a frayed appearance. Splicing only affects approximately 5-6 shingles. GAF offers a standard settlement remedy of $500 to repair these few shingles. GAF did not find granule loss throughout his roof on the 12 close range photographs he submitted.

Mr. **** is more than welcome to appeal the outcome of his claim by providing new photographs and shingle samples if he feels strongly about granule loss being present on his roof. GAF is more than happy to re-evaluate his claim.

We thank you for the opportunity to respond to this complaint.
Customer Answer
Date: 02/13/2025

Complaint: ********

I am rejecting this response because:

This complaint against GAF has since been updated but NOT yet resolved.

As GAF reviewed supplied photos and samples more closely, they agreed there was more damage and for different cause than they first acknowledged. We have agreed to my soliciting an estimate for a local certified GAF installer. That installer was here for measurements on Saturday February 8. I am waiting for written estimate to forward to GAF Warranty Department.

Thank you.

Pat ****

Pat ****
Senior Project Developer
*************** **************
**************

Regards,

******* ****
Business Response
Date: 02/19/2025
This is in response to BBB Complaint ID # ********. As Mr. **** stated, we are waiting for the estimate for the affected areas. Once he receives this estimate, we ask that he emails it to [email protected] with a CC to [email protected] to expedite processing.

We thank you for the opportunity to respond to this complaint.
Initial Complaint
Date:12/30/2024
Type:Sales and Advertising Issues
Status:
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.
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
Date: 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 Answer
Date: 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
Date: 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
Date:12/23/2024
Type:Service or Repair Issues
Status:
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.
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
Date: 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
Date:12/05/2024
Type:Service or Repair Issues
Status:
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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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,

**** **** ********

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Pat **** Senior Project Developer	************* ********** ************

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