Complaints

This profile includes complaints for GAF's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

GAF has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  GAF

  1 Campus Dr Parsippany, NJ 07054-4407

• 

  GAF

  1361 Alps Rd. Bldg 11-2 Wayne, NJ 07470

• 

  GAF

  1073 Main Street Millis, MA 02054-1404

• 

  GAF Corp

  6200 S Zerker Rd Shafter, CA 93263-9612

• 

  GAF

  21594 Anchor Bay Dr Noblesville, IN 46062

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:11/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 filled a claim with GAF on August 16, 2024. The claim was because of an issue with shingles that were placed on our house's roof in 2017. The shingles are guaranteed against such things as severe algae growth, which is now covering a good part of our roof. GAF's warranty is for 10 years.I have not heard one word back from GAF regarding my claim in any way. I have sent countless emails and have left countless voicemails requesting a status update on my claim. No response. Just silence.

  Business Response

  Date: 11/18/2024

  This is in response to BBB Complaint ID # ********.  The asdsigned claims examiner, ******* ******, reached out to the claimant, advising we were missing items to proceed with his claim. Specifically, the proof of installation and the proof of product quantity.  These documents are necessary to determine the appropriate settlement amount.  Please forward these documents to ***************************************** so we can move forward with preparing the settlement.

   

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

  Customer Answer

  Date: 12/03/2024

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

  Business Response

  Date: 12/03/2024

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

   

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

• Initial Complaint

  Date:10/31/2024

  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.

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

  Business Response

  Date: 11/01/2024

  This is being written in response to BBB Complaint ID # ********.

  
  The claimant requested a warranty transfer from GAF on Silver Pledge Warranty 4111154.  The request came in over 18 months after the purchase of the home.  Since the request was made beyond the time frame specified in the warranty, ***** **** request to transfer the warranty is denied.  The requirement for notification of transfer of ownership is not unique to GAF and is standard industry practice.  The transfer requirement is fully outlined in the applicable warranty.  
  
  We regret that this customer is disputing our policy, however, our position remains unchanged regarding the request for transfer.

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

  Customer Answer

  Date: 11/01/2024

  
  Complaint: 22497182
  
  I am rejecting this response because: I did not purchase the house, it was passed to me from my dad so I was not aware of the 1 year time frame to change to my name. I'm not satisfied with the outcome but there's nothing much that can be done now.
  
  
  
  Regards,
  
  ***** **

• Initial Complaint

  Date:10/25/2024

  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.

  GAF shingles were put on, and just after 12 years there are 4 areas of the home leaking with water damage to the ceilings. I filed a claim and I had to do all the work finding someone to remove shingles, count and look for loose shingles, look for leaking areas and take pictures. I had to spend money to send all this required material to them via UPS. Then they wanted an estimate to repair these areas by hand sealing the defective shingles. Both the roofer and myself agreed that had sealing was not the proper way of fixing this problem. There would just be continuous problems with shingles breaking. The estimate sent to them was for the proper way of fixing these areas by removing all defective shingles and replacing them with new. This estimate was for $9,600 and GAF would not accept it and would only give $2400 for hand sealing. The claim was opened in July, it is now October. A contractor opened up one of the areas in the kitchen to try and determine where one of the leaks was coming from. During the night a bat came into the kitchen from the attic. My cat was able to catch and kill it but we were put on a 10 day rabies watch . I had to have both cats vaccinated again and examined by a vet. I had already spent money on vaccines when they had their annual checkups. Luckily the bat was negative for rabies. They don't promptly return calls nor do they immediately respond to emails. Week after week goes by with no response. In the meantime every time it rained I had to think about the water leaking into the home. I have had two different roofing companies tell me they no longer use GAF because of the lack of response to warranty and claim issues. This response from GAF is unacceptable for a roof that would continue to be a problem year after year.

  Business Response

  Date: 10/29/2024

  This is in response to BBB Complaint ID ********.  Ms. ***** submitted a claim with our office on July 30, 2024.  Based on the evaluation of the submitted evidence, it was determined that there was a sealant issue present with her shingles.  Per the terms of the applicable System Plus Warranty, "Failure To Seal/Blow-Offs/Wind Damage: What Is Covered/Sole And Exclusive Remedy.…If your shingles or ridge cap shingles do fail to seal, blow off, or suffer wind damage, GAF will reimburse you for the reasonable costs of replacing the blown-off or damaged shingles or ridge cap shingles and hand sealing any unsealed shingles or ridge cap shingles. Costs related to underlayment, metal work, and flashings are not included. GAF’s maximum liability under this paragraph is to reimburse you for the cost of hand-sealing all of the shingles and ridge cap shingles on your roof." We offered the maximum payout of $100/square for hand sealing.  We also offered, as a measure of goodwill, an additional $100 to ship the shingles to us.  Shipping shingles is normally performed at the expense of the claimant.

  We are sorry Ms. ***** is not satisfied with her settlement. However, our position remains unchanged.  Her $2,500 settlement is firm and non-negotiable.  If she would like to receive the settlement, she will need to sign the offer letter and email it back to Ms. Tiffanie Walters at [email protected]

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

  Customer Answer

  Date: 10/29/2024

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

  Business Response

  Date: 10/29/2024

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

   

  Thank you for the opportunity to respond to this complaint.

• Initial Complaint

  Date:10/17/2024

  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 licensed roofing contractor installed a GAF product on our home. In 11/2023 a warranty claim was filed regarding failure of the shingles. All requested information from GAF including samples and multiple pictures, forms, and quotes from both the contractor and homeowners were provided in a timely manner to the assigned customer claim worker. Additional forms and pictures were provided as requested. This process was extremely slow and significant delays between provided information from the homeowner and response from the warranty department were noted. I often had to reach out to obtain status updates or see if additional information was needed. Starting in 5/2024 communication from GAF was no longer provided despite multiple attempts. A response for status update was received 8/2024 after multiple attempts at contacting. This response was to request the same information that was already provided. I was assured that the file had been completed and sent to management for review 8/2024. No additional communication was received. Additional emails were sent and a phone call was made 9/2024 to the warranty department where I was assured a call back from a supervisor. No communication has been received via any method as of 10/2024. At this point it must be assumed that GAF is not planning to honor the warranty and I am requesting assistance with a resolution.

  Business Response

  Date: 10/18/2024

  This is in response to BBB Complaint ID # ********.  A settlement offer was emailed to Mr. ******* earlier today.  We apologize for any inconvenience this claim has caused him.  Upon receipt of his executed agreement, we will process  his settlement offer.

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

• Initial Complaint

  Date:10/17/2024

  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.

  PURCHASED ROOFING GAF SHINGLES ON 2-26-18. {$6,984.54} PURCHASED THESE SHINGLES BECAUSE GAF HAD A 10 YEAR WARRANTY FOR MOLD AND MILDEW. PURCHASED EVERYTHING THAT WAS REQUIRED FROM GAF FOR PROPER INSTALLATION TO RECEIVE FULL WARRANTY. THIS MOLD BEGIN TO BUILD WITHIN 6 YEARS WELL WITHIN 10 YEAR WARRANTY PERIOD. SENT CLAIM FORM IN WITH ALL REQUIRED PICTURES AND INFORMATION ON 6-15-24. AND RECEIVED E-MAIL THAT ALL INFORMATION WAS RECEIVED AND THEY WOULD GET WITH ME ON THE NEXT STEPS THAT WOULD BE REQUIRED.NEVER RECEIVED ANY VOICE MAILS OR E-MAILS AS OF YET. MADE ATTEMPTS TO CONTACT GAF THE LAST BEING ON 10-8-24 ASKING TO BE CONTACTED WITH CURRENT STATUS ONCE AGAIN LEAVING PHONE AND E-MAIL ADDRESS. HAVE HEARD NOTHING. MY ONCE BEATUIFUL SHINGLES ARE MUCH WORSE NOW DUE TO NO ACTION BEING TAKEN BY GAF. I THOUGHT BY BEING PROACTIVE I COULD GET THIS ISSUE RESOLVED BY GAF BEFORE THEY GOT TO THIS POINT. THEY SHOULD BE HELD FULLY RESPONSIBLE FOR CLEANING AND SEALING MY SHINGLES AND RESTORING THEM TO THE ORIGINAL STATE.

  Business Response

  Date: 10/17/2024

  This is in response to BBB Complaint ID# ********.  We apologize for the delay in processing *** ******** claim.  This afternoon, the assigned Claims Examiner, **** ******, called and emailed *** ****** requesting an algae cleaning estimate.  We are waiting for the estimate to be sent over to us.  Once received, and the costs are in alignment with our reasonable cost payout, we will process the payment directly to *** ******.

   

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

  Customer Answer

  Date: 03/31/2025

  
  Complaint: 22424143
  
  I am rejecting this response because:
  
  PURCHASED GAF SHINGLES QUALIFING FOR ALL WARRANTIES {A ************. WARRANTY- NON-PRORATED COVERAGE FOR THE FIRST 10 YEARS} BY FOLLOWING ALL GAF GUILDLINES DURING THE PURCHASE PROCESS AS WELL AS FOLLOWING ALL INSTALLATION REQUIREMENTS. WARRANTIES COVERED FOR WIND DAMAGE, MANUFACTURY DEFECTS, AND ALGAE GROWTH. EXPERIENCED ALGAE GROWTH ON A PORTION OF MY ROOF AT A PERIOD OF 6 YEARS WELL WITHIN THE 10 YEAR WARRANTY TERM. PLACED A CLAIM RECEIVING A CHECK FROM GAF TO COVER THE COST OF CLEANING. THE CHECK STATED UNDER THE HEADING OF ENDORSE HERE BY SIGNING BELOW, THE UNDERSIGNED RELEASES GAF MATERIALS CORPORATION FROM ANY AND ALL CLAIMS ARISING OUT OF OR IN CONNECTION WITH THE ROOFING MATERIALS PREVIOUSLY INSTALLED ON PROPERTY OWNED BY THE UNDERSIGNED. GAF SHOULD NOT REQUIRE SUCH TERMS IN ORDER TO RECEIVE FUNDS FOR HONORING ANY WARRANTY. BY SIMPLY ENDORSING THIS CHECK USED TO COVER THE CLEANING PROCESS OF MY ROOF DUE TO ALGAE GROWTH I WOULD AGREE TO RELEASE GAF FROM FUTURE WARRANTIES THAT I CONTINUE TO BE ELIGIBLE FOR. BY NOT AGREEING WITH THESE TERMS STATED ON THE CHECK I AM NOT ABLE TO ENDORSE THE CHECK TO RECEIVE THE FUNDS FROM GAF TO COVER THE WARRANTY COVERAGE FOR THE CLAIM FOR ALGAE GROWTH THAT WAS GUARANTEED BY GAF AT PURCHASE. GAF SHOULD NOT BE ALLOWED TO STATE ANY SUCH TERMS ON THE CHECK. ONCE MY ROOF IS CLEANED GAF WOULD REMAIN RESPONSIBLE FOR FUTURE CLEANINGS WITHIN THE 10 YEAR WARRANTY PERIOD ON THIS PORTION AS WELL AS OTHER AREAS AND ADDITIONAL WARRANTY COVERAGE FOR WIND DAMAGE AND DEFECTS.

   

  BY NOT AGREEING WITH THESE TERMS STATED ON THE CHECK I AM NOT ABLE TO ENDORSE THE CHECK TO RECEIVE THE FUNDS FROM GAF TO COVER THE WARRANTY COVERAGE FOR THE CLAIM FOR ALGAE GROWTH THAT WAS GUARANTEED BY GAF AT PURCHASE. GAF SHOULD NOT BE ALLOWED TO STATE ANY SUCH TERMS ON THE CHECK. ONCE MY ROOF IS CLEANED GAF WOULD REMAIN RESPONSIBLE FOR FUTURE CLEANINGS WITHIN THE 10 YEAR WARRANTY PERIOD ON THIS PORTION AS WELL AS OTHER AREAS AND ADDITIONAL WARRANTY COVERAGE FOR WIND DAMAGE AND DEFECTS. GAF NEEDS TO HONOR THESE WARRANTIES WITHOUT EXPECTING TO BE RELEASED OF FUTURE WARRANTIES THAT CONTINUE TO BE IN PLACE. IT MAKES ME QUESTION COMPANIES THAT PLACE TERMS SUCH AS THESE IN SMALL PRINT HOPING THAT CONSUMERS WOULD BE SO THRILLED TO RECEIVE THE FUNDS AND DON'T TAKE THE TIME TO NOTICE THE SMALL PRINT WHICH WOULD THEN BE ENDORSED RELEASING COMPANIES OF THEIR RESPONSIBILITY
  
  Regards,
  
  *** ******

  Business Response

  Date: 04/02/2025

  This is in response to BBB Complaint ID ********.  We have sent the claimant a letter, which supersedes the language on the back of the check.  We trust this letter will satisfy the claimant's concerns.

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

• Initial Complaint

  Date:10/10/2024

  Type:Customer Service 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.

  Claim No.: ******** I had some H3233**3434**353134H from them that was damaged by the weather and there is supposed to be a lifetime H31**303835363538**38H on them. They were supposed to give me payment for the damaged H3233**3434**353134H. This has been on since March 2024. I contacted them several times and they have given me the runaround. I talked to ******* ******* and the last thing I heard is that the case when through her supervisor. Now they are stonewalling me and won&#**;t call me back. I would like for them to send me payment for the damaged H3233**3434**353134H.

  Business Response

  Date: 10/29/2024

  This is in response to BBB Complaint ID ********. We have been in contact with Mr. ******** regarding his warranty claim.  Unfortunately, the estimate he submitted exceeded the allowable costs for his issue.  We emailed him asking him to provide a revised estimate without the accessories. A hand seal estimate normally ranges in between $50-$100/square.  Once we receive the revised estimate, we will be in the position to proceed with his claim evaluation.

   

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

• Initial Complaint

  Date:08/26/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:06/04/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:05/09/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:04/15/2024

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  ***********************