Complaints

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

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• 

  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:09/19/2022

  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 had a new roof installed 12/2017 and purchased the golden pledge warrantee with the roof. Supposed to be a lifetime warrantee. Cleaning my gutters last fall I noticed the installers did a poor job and installed many areas of shingles hanging over the drip edge excessively. *** allowed is maybe 3/4 inch, where I have areas that are between 1 and 1 1/2inches. The problem with this is the shingles are bending and starting to crack and will eventually break off. Contacted GAF got a claim number last fall promised inspections and still haven't received one. Been patient ,checking in periodically would get a response with no luck on an inspection but the return emails have stopped from their end. I don't believe they have any intention on rectifying this issue, just given up on my claim. claim #********

  Business Response

  Date: 09/23/2022

   

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

  GAF was having difficulty finding a local resource to conduct the inspection needed for this claim.  As a result, the matter has been assigned to a GAF Inspector.  The inspector will schedule a date and time for the inspection with the homeowner directly.  

  We hope this will resolve this matter and we assure the claimant that GAF will honor the terms and conditions of the warranty.  

  Thank you for the opportunity to review and respond to this complaint.

  Customer Answer

  Date: 10/04/2022

  
  Complaint: 18048249
  
  I am rejecting this response because:
  I did get the inspection and now waiting for the repair.
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/18/2022

   

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

  A GAF Inspector met with this homeowner on 9/26/22.  After the inspection, a report was generated outlining the necessary scope of work.  GAF is in the process of preparing the Work Order.  We ask that the claimant afford us a reasonable time frame to move this matter forward.  Claimant will be contacted shortly regarding the final disposition of this claim.

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

  Customer Answer

  Date: 10/20/2022

  [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. Wether they follow through or not remains to be seen.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/25/2022

  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.

  Purchased a Gaf roof from a Master Elite Contractor backed by Gaf. Purchased a ************** and the Golden Pledge Warranty. I have three leaks in my house and called into the warranty claim over 5 months ago. Gaf has dragged out the process by stating they cannot find the shingles to do the repair due to them being discontinued. They have send multiple contractors and now the latest their own inspectors. All taking pictures of the same roof over the past 5 months dragging out the process. I have heard multiple excuses and the contractor they sent states he has never seen Gaf not stand behind their Golden Pledge Warranty. Buyer beware before you consider buying Gaf products and especially their warranty, they are a bait and switch company which is why they are the largest in the industry at this type of customer service. The follow up is absolutely embarrassing, I would expect more from a company of this size. 5 months in and they have dont absolutely nothing to address the leaks.

  Business Response

  Date: 09/07/2022

   

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

  Claimant is correct.  GAF did have to send out one of our ************* Representatives (inspector) to ensure the roof was thoroughly and ******************.  We have been in contact with the homeowner.  The claimant reported a new leak on 9/2/22 and he wanted to be certain it was included in the inspection report.  GAF has sent the information to a repair contractor and we are awaiting their response.  Upon receipt of the contractor's response, GAF will notify claimant accordingly.  

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

  Customer Answer

  Date: 10/05/2022

  
  Complaint: 17766650
  
  I am rejecting this response because:
  
  I filed a complaint and missed the request for response and t was closed out.   I am not satisfied as they lied in their response.   Can I p,ease have this opened back up.
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/23/2023

  This is in response to BBB Complaint ID # *******.  We sent the homeowner a settlement offer in October, 2022, in which he has two options to choose from.  First, is a $5,000.00 cash payment. The second is for replacement material of 96 squares of replacement GAF shingles of his choice, and 16 bundles of Timbertex Ridge cap.  Shortly after this offer was emailed to Mr. ******* he chose to retain counsel to represent him.  If **************** wishes to reopen his claim, he is free to call our Warranty ***************** at ************ during our normal business hours, which are Monday through Thursday from 8:00AM - 5:00PM Eastern, and Friday from 8:00AM - 4:00PM Eastern.

  Customer Answer

  Date: 08/23/2023

  
  Complaint: 17766650
  
  I am rejecting this response because:

  I have had numerous calls to them.  I have purchased the most expensive shingle they have that has a lifetime warranty.   Also purchased their Golden Pledge Warranty which claims to be the best in the industry.   They have sent out numerous roofers all to which come back with, they cant obtain the shingle to do the work due to them discontinuing the line.  They are offering me the shingles to redo the roof but not the labor, I cannot spend 50k in labor when I already paid for a new roof and bought the, as they claim the best in the industry warranty.  I am sure there are many out there considering their products, I am shocked just as the roofers that they send to my house that they will not honor their warranty.   I only want what is best for my house and that is to have the roof done right, which is why I paid for the extra warranty and they lifetime shingle.  I am not looking for a cash payout to go away.   Thanks.
  

  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/28/2023

  This is in response to BBB Complaint ID # *******.  GAF extended an offer we believed to be commensurate with the nature of his claim and the express terms of the limited warranty. We understand he has rejected that settlement offer, and has retained an attorney to further represent him in this matter. His claim remains open at this time. ******************** Golden Pledge Warranty remains in full force and effect. Again if he is experiencing a new leak, he should contact the Warranty ***************** during normal business hours.