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: ***
I am rejecting this response because:I am not looking for a rebate on new shinglesI would like assistance with the great cost of labor for re-roofing my houseThey say they have the best warranties in the business, but will not even stand behind their product for years
Regards,
*** ***

From: Revdex.com of Metro Washington DC
arial;"> Date: Fri, Apr 25, at 9:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: *** ***
---------- Forwarded message ----------
From: ***, *** *.
Date: Fri, Apr 25, at 8:AM
Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***
To: "[email protected]"
I have received your communication and have reached out to the homeowner to start a warranty claim. The homeowner has no previous claim/s
With CertainTeed.
Thank you
***
CertainTeed Consumer Service
Window Technical Support
Belden Rd
Jackson, MI
Email: ***
Fax: ***
If you need to make a new claim you can submit your information by going to
warranty.certainteed.com

In order to understand which roof planes are of concern, I emailed an overhead roof survey (produced by *** Technologies) to *** *** yesterday (6/16/14)In my message, I asked *** *** to identify the specific planes of concernOnce we receive his response, we will be better able to
provide him with the approriate amount of field and accessory needed to repair his roofAlso, we will be providing reimbursemen for the labor
-*** ***, Field Technical Manager, CertainTeed Roofing, ###-###-####
ref: CertainTeed File #***

Claim ***
A response was sent to Revdex.com 6/5/
Thank you
RPG

[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: My house was built in 2012 with a warranty of 20 years and I bought the house in FEB 2013. The Manufacture sent someone out to repair it so the rain wouldn't get in the house anymore. Only after one year, the shingles do not stick and a light wind blows the off. The Builders say it isn't on them. I did not hire anybody to come check. [redacted] sent a roofing guy down and he said that the shingles were defective. Certainteed say it isn't on them, so whose is supposed to repair my roof. All I want is my roof replaced with good shingles, nothing more. Thank yoy for your help.
Regards,
[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:
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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

January 14, 2016
Dear [redacted],
CertaidTeed Corporation has received your correspondence dated January 13, 2016 and we have reviewed [redacted]'s file.
CertainTeed was contacted on November 6, 2015 regarding a shingle issue at the above referenced property. CertainTeed...

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 lab. We 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 2015 asking for the supporting documentation in the form of 2006 printed dealers invoice or if that was not available we would accept an [redacted] document or Satellite Survey. To 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 installed.
If I can be of any further assistance, please do not hesitate to contact me.
Sincerely,
Bill H.
Technical Service Roofing Products Group

May 6, 2014
Dear Revdex.com of Metro Washington DC &, Eastern Pennsylvania:It has been brought to our attention that you are concerned about the condition or performance of these shingles. It may be possible that we did not receive the most representative samples under the initial...

evaluation.In order to re-evaluate this claim, we request that they submit at least 5 additional, close-up, photographs that clearly show the condition of your shingles and two (2) full shingles (one shingle = 12"x36") for a proper evaluation.We will reimburse them an additional $50.00 for the assistance in removal and submittal of the shingles. Please submit an Invoice for removal and submittal of the samples.After we receive the photographs and samples, they will be advised of our findings.If 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,

September 10, 2014
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 kit. Once 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

From: [redacted] <[redacted]>Date: Mon, Apr 25, 2016 at 9:51 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 informational. Thank you![redacted] Gonzalez ###-###-####
Sent from my [redacted]

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

To Whom It May Concern:
CertainTeed will dispatch a Techncial Field Representative to the homeowner's address to review the issues that are being claimed with the roofing shingles. The representative will contact the homeowner prior to the visit to schdule a time.
Sincerely,...


Technical ServicesCertainTeed Roofing

Buyers of home with CertainTeed organic shingles beware - I recently (2016) purchased a home with CertainTeed Organic shingles and the roof was flagged as prematurely aged in the home inspection report. I found the class action lawsuit website and purchased the home with the confidence that I would be able to recoup some if not all of my loss (the shingles were only 15 years old). Apparently I did not interpret the fine print properly and I will receive NO compensation. I have a lovely new replacement roof but had to foot the bill on my own - be sure to build in the cost of replacing the roof if you purchase a home with Certain Teed organic shingles - and don't waste the 80+ hours collecting and filling out the claim form - all you will receive is a nice apologetic rejection letter.

June 5, 2015
Dear [redacted]:
I have taken the opportunity to review his claim.
The original warranty settlement sent to you is based on the Limited Asphalt Shingle Warranty which was in effect for when the shingles were applied. The additional rebate was offered as a goodwill gesture and provides assistance if you decide to replace the shingles on their roof.
The warranty settlement was based upon shingle value costs, based upon the 2008 Limited Warranty, to recover the roof, with pro ration for the service months used. The cost of labor to recover is provided during the first 60 months only. Roof tear off, flashing and metalwork are not covered on this product. I have enclosed a copy of the CertainTeed Asphalt Shingle Products Limited Warranty for the specific product and year the shingles were installed.
In 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 Warranty.
Sincerely,
Carl N
Technical Services Representative Roofing Products Group

June 20, 2014
Dear [redacted]:
I am responding to your concerns regarding the warranty settlement made by CertainTeed on the roofing shingles for our shared consumer, **. [redacted].On June 2 2014 we received samples and information regarding the issues The [redacted]'s have been having on their roof. The shingle samples received were [redacted] 30 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 normal weathering characteristic of thick-tab heavyweight shingles. Heavyweight 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 used. The cost of labor to recover is provided during the first 60 months only. Roof tear off, flashing and metalwork are not aniered on this product. The 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 consumer. CertainTeed was pleased to extend above and beyond the terms of the limited warranty as a goodwill gesture to The [redacted]’s offered 22 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 $2000.00 for assistance in the labor. The [redacted]’s had accepted this settlement with a signed release. If you have any questions regarding this information please contact the Technical Services Department at the address or phone number listed on this letterhead

May 20, 2015
Dear [redacted]:
I am responding to your concerns regarding the warranty settlement made by CertainTeed on your roofing shingles.
The settlement offer was based upon shingle value costs of replacement material to recover the roof, with pro ration for the service...

months used. The cost of labor to recover is provided during the first 60 months only. Roof tear off, flashing and metalwork are not covered on this product. I have enclosed a copy of the CertainTeed Asphalt Shingle Products Limited Warranty for the specific product and year the shingles were installed. The warranty settlement that we provided you is in compliance with the terms of the Limited Warranty and you are not entitled to any additional compensation.CertainTeed understands that a reroofing project can present certain financial constraints. Therefore, we are pleased to extend a special rebate coupon for $15.00 off/square (1 square is equal to 100 sq.ft.) for any of our roofing shingles.
Please see attached new coupon with instructions. This new coupon cancels any and all previous coupons. This coupon is in addition to the original settlement offer. If you have any questions regarding this information please contact the Technical Services Department at the address or phone number listed on this letterhead.
Sincerely,Carl N
Technical Services Representative Roofing Products Group

January 18, 2016Dear [redacted],
Certain Teed Corporation has received your correspondence dated January 5, 2016 and we have reviewed [redacted]'s file.
CertainTeed was contacted on...

November 4, 2015 regarding a shingle issue at the above referenced property, CertainTeed promptly sent a warranty claim kit to the homeowner, which requests that shingle samples, photographs and a completed evaluation be submitted to our lab. We received the requested samples and information in our lab on December 18, 2015.An evaluation of the warranty submission was completed on December 31, 2015 and a determination was made to deny the homeowner for being non-transferable per the terms of the Asphalt Shingles Limited Warranty, which was in effect when the shingles were installed. [redacted] is the 3rd subsequent owner therefore a denial letter was sent to the homeowner on December 31, 2015.
I have enclosed a copy of the limited warranty for the specific product and the year the shingles were applied.if I can be of any further assistance, please do not hesitate to contact me.
Sincerely,
Bob M. 
Technical Service Representative

[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:
February 13, 2015
The Revdex.com
Attention: [redacted]
Thank you for the response from CertainTeed that we received
on February 3, 2015.  We wonder why
CertainTeed is trying to avoid full responsibility of their Five Star Warranty
terms of 50 years for material, labor, tear-off, and disposal and 20 years
workmanship by presenting inaccurate information in at least two cases: 1. [redacted]
roof and 2. 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.
1. [redacted] Roof -The CertainTeed statement about the [redacted] is
inaccurate.  The fact is that there have
never been any leaks from the deck since 2006 and CertainTeed is welcome to
non-destructively test the deck as it is today to confirm that fact.
2. 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]

January 30, 2015Revdex.com,
We are prepared to assist [redacted] with this issue. However, the complaint fails to mention that there is an enclosed roof deck at the top of this roof. That deck has an [redacted] (“rubber”) roof and has been the subject of leaks which we have...

documented with photographs and on-site inspection. The [redacted] roof was not manufactured by CertainTeed and is not covered by CertainTeed’s warranty. There is no evidence of any shingle defect or shingle application issue that would allow water infiltration to cause the plywood to delaminate. The same cannot be said about the [redacted] roof. [redacted] has previously engaged another contractor to make structural repairs to areas above the shingled roof, including the deck supports and the “half-wall” sidewalls which serve as the deck enclosure.CertainTeed is not responsible for any damage that resulted from the leaks related to the upper roof deck, including any possible damage to the plywood rood deck covered with shingles.
In the interest of helping a customer resolve an issue, we will arrange for a joint on-site inspection by our local inspector and a (different) certified roofing contractor. Please have [redacted] contact our department at ###-###-#### to schedule the inspection. Any shingle workmanship issues that could cause a leak will be repaired at CertainTeed’s expense.
Sincerely,
Pete K
Supervisor, Technical Services CertainTeed Roofing