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:09/07/2023
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.
We have been trying to get a warranty resolved for one of our customers since Feb 8th 2023 and cannot get a response as to where we stand with the warranty process.
Business Response
Date: 09/07/2023
This is being written in response to BBB Complaint ID # ********. We have reviewed ****************** complaint. It does not appear a claim was ever filed with our office. We can find no record of a residential warranty claim for the property address he provided. We respectfully ask ************** to contact our Warranty ***************** directly to open a warranty claim. One of our representatives will gladly guide him through the claim process. We can be reached at ************ during our business hours, which are Monday through Friday from 8:00AM 5:00PM ET. He may also file a claim online 24 hours a day, 7 days a week, at ***************************************************************** you for the opportunity to review and respond to this complaint.
Initial Complaint
Date:08/26/2023
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.
We had our roof replaced six months ago by Master Elite Contractor and Limited Golden Pledge warranty, including a workmanship warranty was issued. A certified inspector was hired by the homeowners and found a few issues with our roof, related to the violation of the installation instruction by GAF. Ridge cap is cracked and loose and vulnerable to wind-damage. The plumbing vent flashing is not seated correctly and will not shed water.It appears the shingles aren't far enough past the vent pipe. : Loose/damaged shingles around some of the valley flashing. Several ridge shingles are loose and not bonding well and vulnerable to wind damage. The wavy shingles you see are from the flashing not laying flat on the sheathing. This is at the valleys, ***** and drip edges. This not standard. After contractor assured me that "I have his and GAF lifelong warranty; ....I am requesting unnecessary repair, but he would do it for my satisfaction" he stopped communication. We reached out to GAF and filed the claim. *******************, claims examiner, informed me that the workmanship warranty per GAF is responsibility of the roof installer. GAF contacted the contractor (NW Builders and Renovations in ****** **), who failed to schedule a repair for 1+ months since the claim was open. As a Golden Pledge Warranty holder I demand from GAF to honor their promises and deliver a quality repair with a disciplinary actions taken towards the contractor, granted a Master Elite Contractor status despite of MULTIPLE (check BBB reports for aforementioned company) customers complains related to their professionalism.
Business Response
Date: 09/06/2023
This is in response to BBB Complaint ID# ********. We have spoken to the installing contractor, NW Builders this afternoon. The proprietor of the company personally spoke with the claimant on the evening of September 5, 2023. NW Builders is scheduled to make the repairs to the claimant's property on September 13, 2023 at 10:00AM PST. We thank you for the opportunity to respond to this complaint.
Customer Answer
Date: 11/13/2024

Complaint: 20525486

I am rejecting this response because:

Dear ********** I am writing to you regarding my complaint ID ******** against GAF, filed on 10/28/2024. BBB shared GAF response with me, recommending to contact **** N, the claim examiner. My complaint was not posted on BBB website. My review to GAF company, submitted 10 days before this complaint was not posted on BBB website. Furthermore, it was marked as Invalid/Duplicate complaint. I started this process with GAF refusing to honor their warranty in June 2023, filed an original complaint with BBB, received a generic response from GAF, and... roof is still not fixed a year later. This is not a duplicate complaint, but extended for a period of time warranty claim, which was not addressed by GAF, which other customers should be aware of. Yes, **** N, the claim examiner is the person I communicate regarding this warranty claim. I would like to receive an explanation for not being able to share my story and honest opinion with other customers. Our roof was installed by the certified GAF contractor, the warranty issued by the contractor states that GAF is in charge for providing the repair in case of the installation and materials defect. The Golden Pledge Warranty from GAF "covers certain GAF roofing products installed on your roof in the unlikely event that they contain a manufacturing defect. Misapplication of your GAF Products and flashings at valleys, dormers, chimneys, and plumbing vents is also covered" (GAF website). The installation was performed in December 2022. In April 2023 I hired the inspector and contacted GAF (**** N, person named as a GAF claim examiner in GAF response) in June 2023, after reports was emailed to the original contractor *********** and Rennovations and they refused to perform a repair. Today is November 2024, my roof is still not fixed. I have 2 other inspection reports (one is by GAF inspector) which found more problems with original installation. GAF appointed the Master Elite Contractor from the area to repair the issues with underlayment, but contractor found more issues, submitted the report and new invoice and GAF refused to pay, contacting the original contractor *********** and Rennovations, demanding them to fix the issue. This contractor refused to perform a small repair when contacted in 2023, and now GAF wants them to redo the entire roof which they practically ruined, for free. I asked GAF for an updated check list of the problems which need to be fixed, but **** would not respond to my emails and a phone calls. *******, his supervisor is not returning my phone calls either. I am hoping for BBB organisation support, but also plan to seek an arbitration before bringing this issue to the ******************** of ****************. I demand this information to be posted and other customers received access to it and understand that The Golden Pledge Warranty and Master Elite Contractor title issued by GAF are meaningless because this company does not support their sustainability, demonstrating inconsistent and unprofessional approach to the customers' claims.

Regards,

***** ***
Business Response
Date: 11/13/2024
This is in response to the rejection of BBB Complaint ID ********. The claimant has agreed to an in-person inspection with all parties present: Ms. ***** ***, ******* *********, GAF Field Inspector and NW Builders. At that inpsection, it will be determined what repairs need to be made. Ms. *** should contact Mr. **** ***** should she have any further questions or concerns.

We thank you for the opportunity to respond to this complaint.
Initial Complaint
Date:07/28/2023
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.
In April of 2022 I contacted GAF regarding repairs needed to my roof. The roof was put on in August of 2020 with a 50 year warranty under GAF. It is now over a year later, the damages got worse, and after at least 30 emails, and numerous phone calls, there are still no resolution in site. They sent out an employee in August of 2022 who documented the damage and submitted the report, but they have not assigned the work to be conducted yet. The claim # is Claim #******** - GP #******** - **********************.
Business Response
Date: 08/22/2023
This is in response to BBB Complaint ID# ********. We have secured a contractor to fully replace ******************** roof. We sent him his settlement offer on August 21, 2023. At this time, we are awaiting his executed agreement before we schedule ***** Roofing to perform the replacement roof. We thank you for the opportunity to address this complaint.
Initial Complaint
Date:06/30/2023
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 solar system with a new roof in November of 2019 from a company called ********/****. ********/**** filed a full bankruptcy and GAF Corp. took over their warranty obligations. My roof started to leak a few months ago and I filed a claim with GAF. They ignored my claim for several months not responding to my many attempts to contact them. They finally sub-contracted a local roofing company called Top Line Roofing, to check out my problem. Since then they say my problem is excluded from Warranty and have referred my claim to another division of GAF. I paid a lot of money for this new roof with a 25 year warranty. I feel scammed by ********/**** but seem to be out of luck on any help with warranty claim. I would appreciate help.
Business Response
Date: 07/12/2023
This is in response to BBB Complaint ID # ********. As a measure of goodwill, we have extended a one-time accommodation full release settlement to **************** based on the terms of the Limited Warranty on Liberty SBS Self-Adhering Materials. We emailed him the settlement offer on July 11, 2023. Once we receive his signed acceptance letter, we will process his settlement within 30 days. Thank you for the opportunity to respond to this complaint.
Initial Complaint
Date:05/15/2023
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.
In August of 2018 I purchased a home that needed a new roof installed on it. A company called DaBella Roofing did the actual installation of the roof which carried the GAF 50 year gold standard warrantee. Forward to April of 2023 and I discover that the plywood sheating that was installed over my porch is sinking into the posts, literally rotting. In addition I have sustained water damage at the apex of the roof in the hall of the home. I contacted the original roofing company and was informed that this wasn't their problem, I had to call GAF and they would save the day! On April 26, 2023 I called GAF and was told by the customer service representative that they would issue a claim number, which she did and it is Claim# ********. She also told me that someone would call me back within three business days to set up an appointment to have a local roofing contractor come and take a look at the roof. A week later, on May 4, 2023 I called customer service back and asked why I hadn't heard from anyone. The receptionist put me on hold for a while and then came back and said she was transferring me to **** who was my claim representative. This **** character was the rudest person imaginable! He told me it was NOT normal business practice to call new claimants within three business days and he didn't know when he was going to have time to address my concerns. I can't even get anyone in this company to call me back now! I paid Da ***** Roofing almost ****** for my roof and I feel like I was taken to the cleaners big time. Is there no way to require these companies to make good on their promises? I feel like GAF owes it to me to get someone out here to fix the roof regardless of whose fault it is, the roofing company or the actual products if they are substandard, and I don't feel I should have to pay any additional money! Good god, fourteen grand isn't enough to get from an old woman?
Business Response
Date: 05/24/2023
This is in response to BBB Complaint ID # ********. We are sorry to hear about the claimant's unfortunate experience with DaBella. As of this afternoon, we have engaged the services of *****'s Roofing in *************, ** to assist ******************** with her repairs. **** from *****'s Roofing will schedule a date and time for the repairs with ******************** directly. It is to be noted, however, that damage to the interior of the claimant's home is expressly excluded and disclaimed by the ********************* Warranty. Thank you for the opportunity to review and respond to this complaint.
Customer Answer
Date: 05/26/2023

Complaint: 20061899

I am rejecting this response because:

Although I have had one conversation with **** from Jimmys Roofing on 5/18/23 and I texted him pictures of the damage and relevant portions of my original contract, he has as of today, 5/26/23 not actually scheduled any kind of inspection or work to be done. So this is not a resolution, rather an attempted pacification.
In addition, regarding the interior water damage: Im not as concerned about the damage itself but rather WHY it has occurred now. What is the deficiency on the roof that is causing the water damage?
Because of these two major issues in my mind, there has been no resolution and little active response to my complaint.

Regards,

*****************************
Business Response
Date: 05/31/2023
This is in response to the rejection for BBB Complaint # ********. An appointment has been scheduled by *****'s Roofing with ******************** for Tuesday, June 6, 2023 to perform any warranty repairs to her roof. It is to be noted, however, that any repairs outside the parameters of her Silver Pledge warranty coverage will be the responsibility of the homeowner. Thank you for the opportunity to respond to this complaint.
Customer Answer
Date: 06/07/2023

Complaint: 20061899

I am rejecting this response because:
Although Jimmys Roofing did come to my house on June 6 to inspect the damage to my roof, no repair plan or date has been scheduled. As such I have not yet had any definitive action towards my roof repair. In my opinion so far all I have been given is a large word salad with absolutely no results.
I am still waiting for GAF to make their warranty good and I am anxious that time is of the essence. In north ***** where I live ******* are short and I am very afraid that the porch will collapse during another winter if it is not repaired properly soon.
A timely repair and/or replacement is a must for me to be satisfied with the outcome of this mess

Regards,

*****************************
Business Response
Date: 07/11/2023
This is in response to complaint # ********. *****'s Roofing has completed the repairs, and we have paid the contractor for their services. We have contacted the claimant to advise them the same. We trust the claimant is satisfied with this resolution. Thank you for the opportunity to respond to this complaint.
Initial Complaint
Date:01/06/2023
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.
3 leaky valley(s)GAF Mater Elite status is questionable for the roof that I had install in Jan 2018. I have 3 leaks that are visible and problemactic in which 3 separate GAF contractors have deemed bad workmanship. I paid over $40,000 and with that I should been afforded the opportunity to have my workmanship covered under the best warranty possible, but I was not afforded that opportunity. Our roof was registered with the basic warranty. I have also asked said company (***************** Roofing) to come out and fix the has been revealed and I have gotten/received all types of push back.***************** Roofing removed GAF from the equation by not offering/allowing me (home owner) to choose the higher value warranty. I should have been given a waiver form to acknowledge I refused a better warranty. I have contacted ***************** Roofing on several occasions within the initial 3 year period prior to this date and they have not solved the problematic valley(s). I should not have to pay out of my pocket if GAF is giving Master ************/status via GAF website to a company doing substandard work (workmanship). ***************** came higher recommended on your website. ********
Business Response
Date: 01/27/2023
In response to the complaint filed with the BBB on January 6, 2023 indicating that there are 3 leaking valleys: The customer initiated a ********************** claim with GAF on November 22, 2022 and GAF sent the customer information about how to submit the claim on the same day. To date, GAF has received no response from the customer. If the customer wishes to pursue a claim, they should return the claim form and requested documentation to GAF for review. If the customer has questions about the process or submittals, they can contact us directly at: ************
Customer Answer
Date: 02/01/2023

Complaint: 18697838

I am rejecting this response because:

I have attempt to call and speak concerning this matter as the GAF warranties only address leakage from faulty shingles, not from bad workmanship, in which GAF recommended ***************** as a top notch company that could install the said shingle(s). If GAF recommended such a faulty company they should help me with workmanship claim and removing ***************** from an Elite status

Regards,

Ace Pace
Initial Complaint
Date:11/18/2022
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.
25 year warranty on roofing shingles. Have been contacting warranty *** since 2015 about cracking and **************** keeps denying my claim without even looking at the shingles.
Business Response
Date: 11/18/2022

This is being written in response to BBB Complaint ID # ********.
GAF has reviewed this customer's claim history. The claimant opened 3 claims over the course of several years, but each time failed to provide any of the requested claim submittals. Each claim was closed due to non response from homeowner/claim inactivity. In July, 2022 claimant opened a 4th claim with GAF. The warranty coverage for the reported defect on the most recent claim expired in 2008 when the GAF Smart Choice Protection Period coverage terminated. As the coverage terminated 14 years ago, we are unable to provide the requested relief.
Thank you for providing us with the opportunity to review and respond to this complaint.
Customer Answer
Date: 11/21/2022

Complaint: 18434378

I am rejecting this response because:warranty given at time of purchase states I only have to send in photo and shingle. Then when you file a claim 20 more steps are added. this is deceptive business. Perhaps the warranty *** should look up on the internet the description of manufacturing defects degranulation. cracking. I believe my warranty covers manufacturing defects for 25 years.
Consumer affairs should check out their advertising practices and how they treat their customers. It is not necessary for them to have a copy of my deed or taxes

Regards,

*************************
Business Response
Date: 11/22/2022
This is being written in response to claimant's rejection of GAF's original reply to BBB Complaint ID ********.
Claimant has filed 4 claims with GAF. GAF has notified the claimant that the reason for the denial is because the coverage for the reported defect of cracking and peeling expired in 2008. All communications sent to the Warranty ***************** by this claimant came to GAF after the warranty for those defects had expired. As a result, we are unable to offer any relief under the warranty.
We hope this adequately explains our position in this matter. Thank you for your time and consideration.
Initial Complaint
Date:11/12/2022
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 GAF HD Timberline shingle roof installed on my primary residence in December 2014. My roof was installed by ARAC in ********, **. Replacing entire roof cost me $12,500. My GAF roof carried a 50 year warranty.In August 2022, noticed that several shingles had split (referred to as delamination) and fallen off my roof. I contacted GAF warranty department as well as ARAC. GAF had me conduct multiple steps to initiate the warranty process (numerous photos, warranty form and boxing/mailing, at my expense all the damaged shingles back to them). ARAC employees saw the damaged shingles and told me that they failed (delaminated). A separate roofer/roofing company also examined shingles and came up with identical reason for the issue. I received a correspondence from GAF Warranty *********** on 9/17/22 advising me that they would not honor my warranty claim and that there was no manufacturer defect according to their GAF Quality Lab. They claimed that high nailing was cause of issue. According to them, high nailing caused the adhesive holding the shingles together to delaminate (split) and fall off the roof. I shared their findings with 2 ARAC roofing experts as well as a 3rd independent roofing contractor. None of them agreed with GAF's assessment and none concurred that high nailing occurred. The shingles I submitted as well as photographs clearly showed nail holes made along the designated nailing strip.Despite GAF's initial claim rejection, I hired ARAC to repair my roof. The cost of doing so, including materials/labor was $450. I recontacted GAF requesting that they reimburse me $490 (repair cost of $450, plus cost to package and mail damaged shingles ($40)). They declined my resolution offer. I next asked that claim be escalated to supervisor. Two weeks later, after I followed up with them, GAF again, declined my warranty claim.Requesting BBB involvement to resolve issue and secure me my out of pocket. Expense of $490. Claim # ********.
Business Response
Date: 11/30/2022

This is being written in response to BBB Complaint ID # ********.
Claimant is seeking reimbursement from GAF for costs associated with repairs to his roof that are not covered by his GAF Limited Warranty. GAF reviewed all of the claim submittals and concluded that the improper placement of the nails directly contributed to the failure of the roofing shingles. The shingles were not defective. They did not perform as intended due to misapplication. GAF is unable to offer relief under the warranty.
We thank you for the opportunity to review and respond to this complaint.

Customer Answer
Date: 11/30/2022

Complaint: 18396166

I am rejecting this response because:

Their (GAF) response is same rhetoric they have given me since I first contacted them about this issue. I have had 4 separate independent roofers look at shingle samples from my roof and every single one of them states that the shingles were nailed/installed properly. The nail holes on shingles that fell off roof, align exactly with the corresponding nailing strips contained on the shingles themselves. GAF's actions are deplorable. They are using the same tactics that unscrupulous insurance companies would use; keep rejecting claim in hopes that claimant will ultimately just give up. That is not going to happen in this instance. Coincidentally, each roofer that I contacted locally about this issue shared with me their experiences with GAF, in that this type of claim refusal is common with them. They all stated how different it was when confronted with warranty issue with ***** Corning. What can BBB do at this point to assist in my claim?

Regards,

***********************************
Business Response
Date: 12/02/2022
This is being written in response to BBB Complaint ID # ********.
Claimant rejected GAF's initial response, however, our position in this matter remains unchanged. The evidence submitted in support of the claim shows that the nails were installed too high and did not penetrate the common bond of the laminated shingle. The shingle samples and photographs revealed no evidence of a manufacturing defect with the product. The nailing pattern is incorrect and the shingle components separated. As a result, we cannot approve a settlement under the warranty for this claim.
We thank you for the opportunity to review this claimant's most recent concerns. If there is additional evidence in support of a warranty claim, GAF will gladly review it.
Initial Complaint
Date:11/09/2022
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.
Roof leak. Unresponsive to claims. Filed a claim this spring due to a GAF elite contractor indicating the roof was installed improperly and due to a small leak. Had the contractor out to estimate removing an old coupla. After several months, I finally got GAF to send a rep to inspect and he concluded the roof was fine / said he felt the contractor was out to sell a new roof. He did not find a definitive cause of the leak, but thought a nail under one shingle directly below a valley may have rusted and be where the leak was so he caulked that. Fast forward ~3 months thru a very dry summer. Now that its raining again the roof is once again leaking. Multiple attempts to contact the claims rep ***** go unanswered (voice mails, emails, etc) along with contacts to general wty line. This is similar to what I went thru the first time. Put me on ignore and hope I go away seems to be the preferred approach to GAF warranty claims. My roof is leaking. Its raining. Its a minor leak, and Im able to keep a bowl under it for a while but a leak nonetheless and hopefully one that will not get worse while trying to come off of ignore once more with GAF. GAF has already admitted liability and attempted repairs unsuccessfully. There is no excuse for ignoring me.
Initial Complaint
Date:10/10/2022
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 house in October of 2020 that had a new roof installed with a warranty from GAF. I moved into the house in 2-2021 and have damage from wind. I called the company to file on the warranty and was told it was not valid because I did not transfer to my name within 12 months. How is a home purchaser supposed to know a warranty needs transferred???? This seems to me like an obvious attempt to get out of many warranties. I looked at previous complaints and I see others with this EXACT same complaint. WHY NOT AUTOMATICALLY ALLOW one transfer like you already do without the "formal" request?????? If GAF really wants to stand behind the warranty they sold WHY NOT?????? How about a CUSTOMER SERVICE accommodation for warranties "X" (3 or 5) years or less where GAF will allow one transfer *** where GAF split the cost to repair with customer who was not aware of the written transfer requirement?
Business Response
Date: 10/24/2022

This is being written in response to BBB Complaint ID # ********.
The claimant requested a warranty transfer from GAF and the request was denied. The request came in nearly two years after the purchase of the home. That is well beyond the time frame specified in the warranty. The requirement for notification of transfer of ownership is not unique to GAF and is standard industry practice. The 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.

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