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:04/04/2024
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.
Defective roof shingles. Granules have come off in droves. I stupidly thought that it might be normal for asphalt shingles, so wasn't concerned until roof began leaking all over. Spent over a thousand dollars trying to get leaks repaired. Including paying two separate roofing contractors. Attempted contacting the roofing company that installed and they had gone out of business. Sent GAF samples on two separate occasions and they said roof was damaged because I included pics with tarps covering leaks and first sample had mastic on them from trying to stop leaking. Ceiling has collapsed in areas and have holes in ceiling throughout the house. How can they explain all of the leaks in areas where there is no damage. All of the shingles are pitted from losing granules.This has been a nightmare. I can't believe a company can casually dismiss legitimate claims and remain in business.
Business Response
Date: 04/05/2024
This is in response to BBB Complaint ID #********. ******************** initiated a claim with our office on October 10, 2023. Almost three months later, he submitted his documents, photographs and shingle samples to our corporate office for examination. ******************************** determined that the shingles met manufacturing specifications. Therefore, his claim was denied.

Shortly after, ******************** appealed his denial. We received a second set of shingle samples and additional photographs to re-evaluate his claim. However, based on the new evidence submitted, the outcome was the same. Sadly, his claim remains denied.

The claimant is welcome to submit new evidence to support his claim under the terms of his applicable warranty. Unfortunately, at this time, GAF does not have evidence to support a material defect claim. While we regret the claimant's dissatisfaction with the outcome, our position remains unchanged.

As always, we thank you for the opportunity to respond to this complaint.
Initial Complaint
Date:02/19/2024
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.
Went in for a interview 2/15/24 Interviewed by two supervisors. One supervisor asked me a question about my dad and a situation that happened while at work. I know nothing about the incident or how my dad conducts himself at work I was just there for an interview. *********** also kept pushing the topic of fighting during work. Fighting like if someone tried to fight me during work what would I do, he didnt like my answer of me not being a fighter or conducting myself in the matter of someone whos just trying to work so he repeated the question a few more times wanting me to change my answer I guess. I dont feel as if I was given the same opportunity to prove that I want to work for GAF like everyone else due to an issue supervisors may have with or against my dad. I cant speak for him nor will I ever try to.
Business Response
Date: 02/21/2024
This is in response to BBB Complaint ID # ********. We are saddened to hear about ********************** negative interview experience. At GAF, we take these complaints seriously. His matter has been escalated to our Employee Relations team. A Senior member of that team will be contacting ****************** directly to discuss his experience in greater detail.
We thank you for the opportunity to respons to this complaint.
Customer Answer
Date: 03/05/2024

Complaint: 21314090

I am rejecting this response because:

My complaint has been answer but not resolved.
I havent heard back from anyone.

Regards,

*****************************
Business Response
Date: 03/05/2024
This is in response to BBB Complaint ID # ********. This matter is currently under investigation. ****************** will be contacted once the matter is resolved. We thank him for his patience while we research this matter further.
As always, we thank you for the opportunity to respond to this complaint.
Initial Complaint
Date:02/15/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
Roof installed on 3/16/20, granules coming off since installed ,I thought losing some was normal at first but three & a half years later they are coming off excessively they are covering my ************* lawn,my gutters are full of granules, I called A First Choice roofing about the ************** said the shingles are defective & it is a GAF warranty problem I also call a ************ building inspector & when he examined the shingles he said they were defective, I called GAF claims and they sent me a claim package . AFirst Choice helped me put together the claim package, I sent them 2 defective shingles 60 pictures & 5 pounds of granules that I collected with a filter on my downspouts. My gutters have had to be cleaned out because they are loaded with granules. I filed this claim on 1/17/24 today on 2/13/24 they responded to me & said the shingles meet their standards & would pay to have the roof cleaned . Their standards must be pretty low because if that roof gets cleaned there won't be any granules left. From what I have been researching GAF is having alot of problems with their products.I am sending you pictures of this problem I am having along with a picture of the granules collected with just one hard rain .
Business Response
Date: 02/20/2024
This is in response to BBB Complaint ID # ********. Claimant spoke with our office on February 16, 2024. It was agreed that claimant would be sending in new photographs and shingle samples to appeal the claim denial. The evidence previously submitted to our office showed no sign of a manufacturer's defect. We will gladly reopen the claim once we receive the new evidence. However, based on the evidence submitted, the claim remains denied.
We thank you for the opportunity to respond to this complaint.
Customer Answer
Date: 02/21/2024

Complaint: 21296848

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

Regards,

*************************
Business Response
Date: 02/26/2024
This is in response to BBB Complaint ID # ********. The evidence the claimant sent into our office for evaluation showed no sign of a manufacturing defect. It was agreed that claimant would be sending in new photographs and shingle samples to appeal the claim denial. As we previously mentioned, we will gladly reopen the claim once we receive the new evidence. However, based on the evidence previously submitted, the claim remains denied.

We thank you for the opportunity to respond to this complaint.
Customer Answer
Date: 02/29/2024

Complaint: 21296848

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

Regards,

*************************
Initial Complaint
Date:01/16/2024
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 have a roof claim with GAF because of excessive granule loss on my GAF shingles. My roof was newly installed in Feb. 2017. I filed a claim in Nov. 2023 after a home inspection for new insurance revealed the defect in their product (my prior insurance dropped me because they are pulling out of Fl.). I was told by Jennifer at GAF that after I mailed in the sample shingles, I would have a resolution in two to three weeks. The shingles were mailed on Dec. 5 2023. It is now mid Jan. and my claim has still not been settled. I was advised by my insurance agent that I am un-insurable with the current condition of my roof, so it has to be completely replaced before the end of this month, and GAF refuses to call me back. I was told by Jennifer that her boss was going to overnight me the voucher for my new shingles two weeks ago, and neither Jennifer or her boss Melissa will call me back at all.
Business Response
Date: 01/17/2024
This is in response to BBB Complaint ID # ********. A settlement offer was sent to *** ******** earlier today. We are awaiting her executed agreement before we will process her payment. Once received, we will expedite the settlement to the claimant. We thank you for the opportunity to respond to this complaint.
Initial Complaint
Date:12/18/2023
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 warranty for the shingles for my house was never transferred over properly during closing in August of 2013. The shingles are failing in mass quantity after only 12 years! This is very disappointing. I called GAF and they had no interest in even filing a claim due to the warranty transfer issue. Does GAF stand by their products or not? What does it matter if the warranty transferred properly or not. GAF knows exactly when the product was installed and by whom. It is in their system. I am happy to provide any closing paper work as needed to prove the house is mine. The transfer of ownership has no bearing on the quality of your product. It just seems like an excuse to get out of paying for warranty issues. I understand that this is a material only warranty, but this was installed by a GAF certified contractor. It is failing WAY under expected life span. Thank you and I look forward to your response.
Business Response
Date: 12/28/2023
This is being written in response to BBB Complaint ID # ********.
The claimant requested a warranty transfer from GAF on System Plus warranty 417897. The request came in over ten years after the purchase of the home. Since the request was made well beyond the time frame specified in the warranty, Mr. **************;request to transfer the warranty was denied. The requirement for notification of transfer of ownership is not unique to GAF and is standard industry practice. The transfer requirement is fully outlined in the applicable warranty.

We regret that this customer is disputing our policy, however, our position remains unchanged regarding the request for transfer.
As always, we thank you for the opportunity to review and respond to this complaint.
Initial Complaint
Date:12/11/2023
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 purchased a new roof that came with a 15 year warranty -there has been issues for years never totally resolved and I had to have my ceiling repaired 2 times now they are saying warranty expired they have no responsibility hence my kitchen ceiling is ruined again ! I need the leak where its coming from found . I feel the shingles are faulty or materials were ..they have years of notes which I have called about this .
Business Response
Date: 12/27/2023
This is in response to BBB Complaint ID # ********. Claimant has had several claims with GAF since 2016. However, the warranty coverage for misapplication on her most recent claim expired on June 10, 2022. As we explained to **************, the 30 year warranty on her Timberline shingles remains in full force and effect until June 10, 2037. She is more than welcome to send in photographs and shingle samples to determine if the shingles on her roof are defective. However, since her misapplication coverage lapsed over a year ago, we are unable to offer relief under that portion of the warranty.

Thank you for the opportunity to review and respond to this complaint.
Initial Complaint
Date:12/01/2023
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.
claims ********, ********, ******** There are three homes involved in this complaint. We hired a contractor approved by GAF and used their products for the roofs. However, the top sections of each roof failed within a year. The company did not come to inspect the work when it was done per guarantee but sold the contractor all the products. The rain came through the **** causing the under insulation to swell and the seams to open. The *** also did not work as expected, leading to water pooling on ********* and adding to the problem. As a result, all three homes, including mine, have severe roof damage both inside and out. Two of us have open ceilings, damaged walls, floors, and even mold. GAF sent a district manager who promised to take care of the issue and also sent two roofers. However, now GAF is claiming that they are only responsible for their products and not the extensive damage, including the plywood and the additional products needed to fix the problem. The roofer they assigned is refusing to provide an estimate. GAF is pressuring us to sign a settlement agreement without knowing the costs involved. This situation has become a total nightmare, and the company has been unresponsive. We can no longer use our master bedroom since the ceiling had to be removed, and even our newly remodeled bathroom ceiling is leaking. We had to pull out all the insulation as it was soaked. I have tried to resolve the issues for all three homes in good faith, but the company has not cooperated and we are left with seeking legal council over this. Two of us have health conditions due to the mold that is accumulating. They had originally agreed for them to replace and fix the exterior but the agreement they have given is unacceptable considering the damages. I have hundreds of photos and videos. When it rains, the rain comes straight in. The roof had put a tarp up, but GAF reps and roofers damaged it when assessing the damage.
Business Response
Date: 12/20/2023
This is in response to BBB Complaint ID # ********. Settlement offers were sent to three claimants. These offers were calculated in strict accordance with the terms and conditions of the applicable Golden Pledge warranty. Claimant is seeking compensation above and beyond what the terms of the warranty allow. While it is regrettable that the claimant is not satisfied with our offer, our position in these matters remain unchanged. Our offers of settlement based on the terms and conditions of the applicable warranty remain open to each claimant.

Thank you for allowing us the opportunity to respond to this complaint.
Customer Answer
Date: 12/22/2023

Complaint: 20945952

I am rejecting this response because:

Gaf is responsible for the exterior damage of the flat roof on all three homes, due to the fact that they never inspected the job, they authorized The Roofer and sold him products, but never followed up, and the damage has gone on for almost a year. We have faulty, ***.,seams that cracked and damaged the underlining in the wood, causing extensive damage to the interior at approximately $6000 per unit.
gaf sent out to roofers who tore up the tarp and further caused damage to the interior of the homes by leaving the roof exposed.they sent letters saying they would take care of this issue, as well as district manager, who came out twice, and also promised to take care of the situation Four months ago.
The rain has further damaged. The interior and mold, has settled in causing health issues. We did receive a settlement that only approved for Gaf product, and the roofer they chose would not give us an estimate on what else would be needed, which leaves us with exposure. The settlement offer was inadequate, bullying, and also a sham because the roof was not slanted correctly and they know that this will have to be done to meet code. Both roofers that came out.(The ones that they choseboth want me that this matter will have to be fixed, that the *** failed, and that water got underneath and damaged everything else. I have the estimate for one of the roofers and it was extensive so we know whats involved. This matter goes beyond the warranty and the product itself as it failed, the company failed, and since we were at having to assume the damage of the interior, because insurance will not touch this We thought we were pretty fair having them fixed just the outside. At this point we will go after interior and exterior , and health cost, as well as a mold inspection, and re-tarping the units if this is not taken care of immediately. I have pictures. I have videos. I have emails, text, voicemails, and have no problem taking this as far as I can. I have made an appointment with the new station and will go that route as well.

Regards,

*************************
Business Response
Date: 01/08/2024
this is in response to BBB Complaint ID # ********. As a measure of goodwill, we have settled the claims for all three roofs to include tarps, pluwood decking replacement and flat roof replacement. This settlement goes above and beyond what the warranty allows. We are waiting for the signed releases to be returned to our office in order to process the settlements. Again, we thank you for the opportunity to respond to this complaint.
Initial Complaint
Date:11/29/2023
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.
12/19/22 GAF Shingles were purchased from ********** and was installed on my roof by my contractors roofers. 9 months later I had to get on my roof to see the color of my electrical vent that was not working, when I notices the granules of the shingles I could see down to the black part of the shingle when it was woodshake (a brownish color) all over the roof not just one or two spots . I contacted GAF sent in 3 actual shingles off the roof for them to evaluate and 125 photos. I was told they said it was not manufactory defect but "physical" I called the supervisor and asked what did she mean, She side from the roofers or HD disruption. I told her impossible bc it is ALL over, at the time she said she only send 4 photos but noticed there was 125 I sent in, and that they would review the rest. I spoke to her a week later and she said she was waiting for a supervisor to review but she "didn't like the way the photos looked" I asked if I needed a better camera or anything like that and she said no the pictures were fine but she didn't like the way they looked as far as the roof but that she would speak with a supervisor a week later and I get a call yesterday 11/28/23 and she tells me after they looked again they feel like it is **********s fault for distribution, meaning how they stacked or handled the merchandise I asked if I could get a letter stating that she said "oh no we can't do that , that is what we speculate " I could send you 50 different photos of messed up shingles that I am having a hard time with who is to blame and I don't care if ********** stacked these pallets 5 high , I don't see how that could mess up so many shingles. the GAF lady even said the roofers might have seen the shingles were damaged and still installed them. I told her with my whole heart I do not believer the roofers would have put on damaged shingles. No tree over my house, no bad storms, no hurricanes and I have a 15k dollar roof that is damaged and no one taking responsibility
Business Response
Date: 12/04/2023
This is in response to BBB Complaint ID ********. GAF has reviewed the photographs and shingle samples submitted by the claimant. The evidence presented was tested in our laboratory, and met our manufacturing specifications. The granule loss evident in the photographs appears to be the result of physical damage, which were most likely damaged either during or after the installation of the product.

The claimant is welcome to submit any new evidence in support of her claim under the terms of the warranty. However, at this time, GAF has no evidence to support a material defects claim under the terms of the warranty. While we regret the claimant's dissatisfaction with the outcome, our position remains unchanged.

We thank you for the opportunity to respond to this complaint.
Initial Complaint
Date:11/02/2023
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.
Had a new roof installed by a roofer that went out of business. Filed a claim with GAF because the shingles were not installed correctly. I've got a Golden warranty that GAF doesn't want to honor. I've asked for someone to come out to inspect the roof and they want me to tear of the shingles and send in a sample. The issue is not with the shingles it's with the installation that the warranty covers. I've called and emailed multiple times, send pictures, and GAF doesn't care.
Business Response
Date: 11/09/2023
This is in response to BBB Complaint ID ********. It is our understanding that the claimant's contractor has gone out of business. As a result, the matter has been assigned to a GAF Field Inspector. The inspector will schedule a date and time for the inspection with the homeowner directly. We hope this will resolve the issue. We can assure the claimant that GAF will honor the terms and conditions of his Golden Pledge warranty.

Thank you for the opportunity to respond to this complaint.
Initial Complaint
Date:10/30/2023
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.
Purchased a 40 year roof material that only lasted 17 years. We also purchased an extended warranty. We filed a claim but GAF continues to ignore our request.
Business Response
Date: 11/10/2023
This is in response to BBB Complaint ID # ********. Claimant has accepted our cash offer in the amount of $3,419.28. He should be receiving a hard copy check in the mail within 1-2 weeks. We consider this matter closed.
Thank you for the opportunity to respond to this complaint.
Customer Answer
Date: 11/10/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

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

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