Certainteed Corporation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I have no record of receiving an overhead roof survey from CertainTeed on 6/16/14, as ** [redacted] stated The last email I received from him, dated 6/6/14, stated that he would order an [redacted] overhead measurement survey of my roof, but I haven't received anything since Regards, [redacted]

The address of the home in question is: [redacted] Tulsa, OK [redacted] [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

January 14, Dear [redacted] ***, CertaidTeed Corporation has received your correspondence dated January 13, and we have reviewed [redacted] 's fileCertainTeed was contacted on November 6, regarding a shingle issue at the above referenced propertyCertainTeed promptly sent a warranty claim kit to the homeowner, which requires that shingle samples, supporting documentation, photographs and a completed evaluation be submitted to o labWe received the requested samples and some of the information in our lab on November 30th, 2015.A letter was sent to the homeowner on December 1st and 22nd asking for the supporting documentation in the form of printed dealers invoice or if that was not available we would accept an [redacted] document or Satellite SurveyTo date we have not received this information to complete an evaluation of this warranty claim.Once all of the required information is received, a determination could be made to the homeowner per the terms of the Asphalt Shingles Limited Warranty, which was in effect when the shingles were installedIf I can be of any further assistance, please do not hesitate to contact meSincerely, Bill HTechnical Service Roofing Products Group

From: *** < [redacted] @ [redacted] >Date: Mon, Apr 25, at 9:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] Please make this informationalThank you! [redacted] Gonzalez ###-###-#### Sent from my [redacted]

June 20, Dear [redacted] ***: I am responding to your concerns regarding the warranty settlement made by CertainTeed on the roofing shingles for our shared consumer, ***.On June we received samples and information regarding the issues The ***'s have been having on their roofThe shingle samples received were [redacted] year shingles.Our evaluation showed minor granule loss and surface cracks, evident only in the "overlay" portion of the shingle, which does not threaten the integrity of the shingle and is at most a weathering characteristic of thick-tab heavyweight shinglesHeavyweight asphalt shingles with thicker layers of coating asphalt may show some aging in the form of minor granule loss or surface cracks The granule loss and surface cracks did not extend into the base shingle and has not compromise the waterproofing integrity of the shingle or otherwise impair its performance.If a settlement offer would have been offered it would be based upon shingle value costs of replacement material to recover the roof, with pro ration for the service months usedThe cost of labor to recover is provided during the first months onlyRoof tear off, flashing and metalwork are not aniered on this productThe warranty settlement that we would have provided them would have been in compliance with the terms of the Limited Warranty and they would not been entitled to any additional compensation.CertainTeed re-evaluated this claim in trying to assist our shared consumerCertainTeed was pleased to extend above and beyond the terms of the limited warranty as a goodwill gesture to The ***’s offered squares of new replacement [redacted] limited lifetime warranty roofing shingles along wittj all replacement ridge cap shingles, starter shingles and all underlayments to cover the roof along with $for assistance in the laborThe ***’s had accepted this settlement with a signed releaseIf you have any questions regarding this information please contact the Technical Services Department at the address or phone number listed on this letterhead

We are the Roofing department You must contact the siding group Thank you, RPG

September 10, Dear Revdex.com Metro Washington DC & Eastern Pa, : [redacted] will need to send in all the required information asked for reflecting the claim information paperwork kitOnce all of the information is received, we will follow up with him on the outcome after it is reviewed.Sincerely,Bill HTechnical Services Roofing Products Group

June 5, Dear [redacted] : I have taken the opportunity to review his claimThe original warranty settlement sent to you is based on the Limited Asphalt Shingle Warranty which was in effect for when the shingles were appliedThe additional rebate was offered as a goodwill gesture and provides assistance if you decide to replace the shingles on their roofThe warranty settlement was based upon shingle value costs, based upon the Limited Warranty, to recover the roof, with pro ration for the service months usedThe cost of labor to recover is provided during the first months onlyRoof tear off, flashing and metalwork are not covered on this productI have enclosed a copy of the CertainTeed Asphalt Shingle Products Limited Warranty for the specific product and year the shingles were installedIn view of the above, we hope you can appreciate and understand why we view our warranty extension or settlement and rebate, as appropriate in relation to the Limited Asphalt Shingle WarrantySincerely, Carl N Technical Services Representative Roofing Products Group

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: February 13, The Revdex.com Attention: [redacted] Thank you for the response from CertainTeed that we received on February 3, We wonder why CertainTeed is trying to avoid full responsibility of their Five Star Warranty terms of years for material, labor, tear-off, and disposal and years workmanship by presenting inaccurate information in at least two cases: [redacted] roof and Delaminated plywood My wife has health problems and continued delays of fixing the mold problem is accelerating deterioration of her health The CertainTeed response is an example of their continued resistance and delay to fulfill the responsibilities of their warranty [redacted] Roof -The CertainTeed statement about the [redacted] is inaccurate The fact is that there have never been any leaks from the deck since and CertainTeed is welcome to non-destructively test the deck as it is today to confirm that fact Delaminated Plywood – CertainTeed stated “There is no evidence of any shingle defect or shingle application issue that would allow water infiltration to cause the plywood to delaminate” however, CertainTeed failed to mention that about December 20, 2012, CertainTeed repaired the evidence of at least three sources of water infiltration from roofing defects which are in the area of the damage After a few years of delays by CertainTeed to respond to our complaints, they fixed flashing that had holes that had to be sealed, replaced or reset multiple nails that had backed out of the shingles and flashing, and replaced slashed shingles From this evidence one can only conclude that CertainTeed is responsible to repair the damaged plywood under warranty terms We paid for a Five Star Warranty and expect that CertainTeed will fulfill the terms of the warranty with no further delay and repair the source of water infiltration for the mold, the damaged ceiling, and the damaged plywood Sincerely, [redacted] , Case ID [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: All the information was sent to CertainTeed and they knew when these shingle were purchased and they sent the installation manual which showed that these shingles were installed correctly. When I first talked to [redacted] from CertainTeed he said that they weren't installed correctly. I mentioned that according to the installation manual that was sent by CertainTeed the shingles were installed correctly. [redacted] said that they were not installed correctly according to the 2004 manual which my contractor asked if the 2004 manual could be send... [redacted] said no. In my profession when I deal with warranty issues and ask for the information pertaining to the warranty it is always sent immediately. Why then would they send you a manually that has no copyright dates whatsoever on any page of the document. I would imagine that if YOU would ask them they could send you a manual with a 2004 copyright date on it. Seems to me that this company is not up front with providing information for it's customers besides these shingles are under 10 years old and it's impossible for normal shingles to have the issues that they are having, installed correctly or incorrectly. If it was an issue with incorrect installation of the shingles both sides of the roof would have the same problem. The complete roof would have the issue. After talking to multiple contractors they come to the conclusion that it's not an installation problem...it's a manufacturing problem with the product. I would put my faith in a licensed contractor that deals with shingles on a daily basis and has for over 40 years over a company that doesn't have the best interest of customers and won't admit that there is a problem with the shingles.Thank you for all your help in this matter. Regards, [redacted]

May 27, 2014Dear [redacted] ***:Thank you for contacting CertainTeed regarding your roofing concernAfter receiving your claim package, we forwarded your shingle samples to the Technical Services Lab for analysisThe shingles you submitted showed no manufacturing defectsThese shingles meet our rigorous quality standardsCertainTeed roofing manufacturing standards surpass those published by ASTM and Underwriters Laboratories.Although the samples you submitted show no manufacturing defects, we are nonetheless, concerned about your issuesOther factors such as installation, extreme weather conditions, ventilation, and roof deck characteristics all play a vital role in the performance of your roofing systemAs we have determined that your samples exhibit no manufacturing defects, we suggest that you investigate other factors for your reported concern.We recommend that you contact a roofing professional and review shingle application, roof deck characteristics and ventilation requirementsI have enclosed a copy of the application instructions to assist you and your roofing professional in the evaluation of your roofing systemAgain, thank you for bringing this matter to our attentionBy taking the steps outlined above, we are confident that your roof will continue to serve the purpose intended A record of your concern will be kept in our files should you need to contact us again in the futureIf you should have any further questions regarding this information, please contact the Technical Service Department at the address or phone number on this letterheadSincerely,Bill H [redacted] Roofing Products Group Technical Services Representative

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because:
Clear photos and shingles were already provded to the company onceI will not continue to compromise the integrity of the roofThe photos, and I can provide them to Revdex.com if desired, clearly show a defective shingleThe company is trying to get out of honering my warrantyMy next step is to provide the material to my attorneyRegards,*** ***

tab-stops: 0in" class="MsoNormal"> February 23,
File # ***
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*** *** ** ***
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*** *** ***
Thank you for bringing your roofing condition to our attention. We take all customer concerns seriously and work hard to handle them in a timely manner. Oils or minerals from the shingle stacked above may transfer to the face of the shingle below. Staining caused by oils or dust migrating from the asphalt in the shingles will weather out, however this process may take up to six (6) months depending upon the time of year and the amount of rainfall in your area
CertainTeed Corporation takes great pride in selecting the most durable and flexible asphalts for its roofing products to insure good long-term performance on your roofThe migration of oils from the shingle is a natural process that is triggered by heat and does not constitute a manufacturing defect. CertainTeed’s many years of experience in the roofing industry and our laboratory research tells us that this type of staining will be degraded by the ultraviolet rays of the sun and then disappear after being washed away by rainfall
We are requesting that you allow your new roofing shingles to weather through the end of April, If after this time the stain persists or shows no signs of lightening, CertainTeed Corporation will gladly settle your roofing claim as stipulated in our limited warrantyFortunately, our experience has been that the vast majority of customers notice an elimination of the stain well before the days is up
Please feel free contact our Technical Service Department at the phone number or address on this letterhead if you have any questions or if the stain persists after the weathering period or April 30,
Sincerely,
Pete K***
***
Roofing Products Group
Supervisor, Technical Services

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I do not know what this statement means: "CertainTeed Corporation will gladly settle your roofing claim as stipulated in our limited warranty."To me, these are simply more weasel wordsI am asking for a full refund so I can purchase a product that will stay on my roof and hire a contractor that will not purchase old/weathered and deteriorated materials to put on my roofSecondly, the staining/fading issue is only a symptom of the real issue that Certainteed is ignoringThese shingles were stacked/stored outdoors for at least yrs (I contend longer and Certainteed refuses to provide proof of MfrDate for this product)Thirdly, Certainteed did not even address my issue of continuing Wind Damage to these OLD shinglesI currently have more shingles blown off my roofThis will be the 5th return visit by my roofing contractor to repair my Highland Slate roof installed November AGAIN, my contention is this roofing material was old and weathered before it was nailed to my roofThat is why I am wasting my time and energy to stay home from work every time my roofer has to return to repair roof damage, and wasting my time fighting with Certainteed who continues to ignore my claim of aged/weathered, and failing materials in accordance with their claimed 110mph wind waranty
Regards,
*** ***

November 18, 2014Dear *** *** :We have completed the analysis of the shingle samples that were removed and submitted from the roof of this building.Our examination indicates that the shingles contain no manufacturing defects
However, there was evidence that the shingle samples were not applied according to CertainTeed's application instructionsThe fasteners that were used to apply the shingles to the roof deck were placed in or above the sealant stripe, instead of just below as required by CertainTeed's application instructions, which are printed on the back of all shingle bundlesAny higher placement of these fasteners may affect the longevity and effectiveness of the shingle and seal by allowing an excessive free area of the shingles to be lifted, and possibly, blown off by the windBased on these findings, we cannot make any warranty settlement according to the terms of the limited warrantyIf you have any further questions regarding this information, please contact the Technical Services Department at the address or phone number listed on this letterheadSincerely,
Bill H
Technical Services Roofing Products Group

[To
assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: their window and their warranty is still their responsibilitySome continued assistance in repairing or replacing faulty products should still be maintainedMy window was their productIf CertainTeed can simply walk away from the window business without respecting warranties, I predict there will be problems with their roofing products as well
Regards,
*** ***

June 5, 2014Dear Revdex.com Metro Washington DC & Eastern Pennsylvania;In regards to your letter, we have completed the analysis of the shingle samples that were removed and submitted from this roof,Our examination Indicates that the shingles contain no manufacturing defects
However, there was evidence that the shingle samples were not applied according to CertalnTeed's application instructions.The fasteners that were used to apply the shingles to the roof deck were placed above the required installation specifications, which are printed on the back of all CertainTeed shingle bundlesAny higher placement of these fasteners may affect the longevity and effectiveness of the shingle and the seal by allowing an excessive free area of the shingles to be lifted, damaged or possibly blown off by the wind.I have enclosed copies of the application instructions for the type of shingles on this roof.Based on these findings, we cannot make any warranty settlement according to the terms of the limited warrantyIf you have any further questions regarding this information, please contact the Technical Services Department at the address or phone number listed on this letterhead.Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:the offer is not a resolution, rather it is a step towards resolution
Regards,
*** ***

The response was sent to Revdex.com 6/18/
Thank you
***

July 30, Dear *** ** ***:We have completed the analysis of the shingle samples that were removed and submitted from the roof of our shared consumer, *** *** ***.Our examination indicates that the shingles contain no manufacturing defects, which was communicated in
our letter dated May 13,to *** *** ***In that letter we also state “We recommend that you contact a roofing professional and review shingle application, roof deck characteristics and ventilation requirements".CertainTeed's review of this claim showed that there was evidence that the shingle samples were not applied according to CertainTeed's application instructions.The fasteners that were used to apply the shingles to the roof deck were placed in or above the sealant stripe, instead of just below as required by CertainTeed's application instructions, which are printed on the back of all shingle bundlesAny higher placement of these fasteners may affect the longevity and effectiveness of the shingle and seal by allowing an excessive free area of the shingles to be lifted, damaged and possibly blown off by the windBased on these findings, we cannot make any warranty settlement according to the terms of the limited warrantyIf you have any further questions regarding this information, please contact the Technical Services Department at the address or phone number listed on this letterhead.Sincerely,Bill H*** Technical Services Roofing Products Group