Certainteed Corporation

11/25/2014
Dear [redacted]:
This letter acknowledges receipt by CertainTeed Corporation of your fiber cement warranty claim.You may be aware that CertainTeed recently settled a class action lawsuit involving its WeatherBoards” Fiber Cement Siding, Lap Siding, Vertical...

Siding, Shapes, Soffit, Porch Ceiling, and 7/16” Trim installed on or before September 30, 2013. The case is named, In re: CertainTeed Fiber Cement Siding Litigation, MDL Docket No. [redacted], and was settled in the United States District Court for the Eastern District of Pennsylvania.In reviewing the information you submitted with your warranty claim, we have determined that you are a member of the class and you may have a claim eligible for compensation under the class action settlement. You can obtain more information about the class action settlement by contacting the Settlement Administrator at ###-###-#### or accessing the website www.certainteedfibercementsettlement.com. In addition, the enclosed Notice of Settlement provides more details about the class action and the settlement.
If you wish to contact one of the attorneys representing you as a class member in the settlement, they are listed below:[redacted]
[redacted]Sincerely,The Consumer Services Department

May 27, 2014Dear [redacted]:Thank you for contacting CertainTeed regarding your roofing concern. After receiving your claim package, we forwarded your shingle samples to the Technical Services Lab for analysis. The shingles you submitted showed no manufacturing defects. These shingles...

meet our rigorous quality standards. CertainTeed 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 issues. Other factors such as installation, extreme weather conditions, ventilation, and roof deck characteristics all play a vital role in the performance of your roofing system. As 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 requirements. I have enclosed a copy of the application instructions to assist you and your roofing professional in the evaluation of your roofing system.
Again, thank you for bringing this matter to our attention. By 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 future. If you should have any further questions regarding this information, please contact the Technical Service Department at the address or phone number on this letterhead.
Sincerely,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 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]

Review: I have a defecteive roof with 3 independent roofing estimates all with the same conclusion of "defective roof - needs replace". I have an active/open claim with comainy, claim number is [redacted]. Sent photos and samples and roof is clearly cracked and defective. I have all documented material. My house is leaking water. Company is denying me warranty coverage. I now need to pay fully out of pocket for warranty coverage.Desired Settlement: Prr-rated material costs.

Business

Response:

May 6, 2014Dear 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,

Consumer

Response:

[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] Review: [redacted]I am rejecting this response because:

Clear photos and shingles were already provded to the company once. I will not continue to compromise the integrity of the roof. The photos, and I can provide them to Revdex.com if desired, clearly show a defective shingle. The company is trying to get out of honering my warranty. My next step is to provide the material to my attorney. Regards,[redacted]

Business

Response:

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Fri, May 9, 2014 at 9:02 AM

Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: RPG Tech Services <[email protected]>

Date: Fri, May 9, 2014 at 9:01 AM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].

To: "[email protected]" <[email protected]>

RE: Claim [redacted] – [redacted], [redacted]

Complaint # [redacted]

The homeowner was sent correspondence 5/6/14 to resubmit samples.

Thank you

RPG

Review: Purchased new mobile home (double wide) from [redacted]"s Mobile Home in [redacted] KY in Novemebr of 2012. For over 8 months the roofing shingles are breaking apart. and falling off the roof. Made contact with [redacted]'s Mobile Home and was told that they warrantied the product for one year to make a contact with the shingle manufacturer. The Shingle has a 15 year waerranty. Called CertainTeed and completed their request for pictures and shingle samples and measurements. Spent over $40.00 plus shipping. CertainTeed is telling me that there is not a problem with the shingles. And have suggested that it is a nailing problem. But the shingle breakage is not in the nail area. It appears that the shingles are of inferior quality.Desired Settlement: I have had this problem with their shingles and would not want to replace them with the same product. I will consider the cost of this repair to directed toward the replacemnent of the roof shingles with a metal roof.

Business

Response:

July 30, 2014Dear [redacted]:We have completed the analysis of the shingle samples that were removed and submitted from the roof of our shared consumer, [redacted].Our examination indicates that the shingles contain no manufacturing defects, which was communicated in our letter dated May 13,2014 to [redacted]. 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 bundles. Any 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 wind.Based on these findings, we cannot make any warranty settlement according to the terms of the limited warranty. 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,Bill H[redacted] Technical Services Roofing Products Group

Review: I bought a maunfactured home in 2013. The home was built in 2012, but the singles have blown off three times. It has 20 year shingles on it, so there must be a defect with them. I have had a Roofing Specialist come out and say that there is a defect with the shingle and that is why they aren't sticking and that they were nailed to high on each shingle.Desired Settlement: Replace with a better Quality shingle.

Business

Response:

May 27, 2014Dear [redacted]:Thank you for contacting CertainTeed regarding your roofing concern. After receiving your claim package, we forwarded your shingle samples to the Technical Services Lab for analysis. The shingles you submitted showed no manufacturing defects. These shingles meet our rigorous quality standards. CertainTeed 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 issues. Other factors such as installation, extreme weather conditions, ventilation, and roof deck characteristics all play a vital role in the performance of your roofing system. As 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 requirements. I have enclosed a copy of the application instructions to assist you and your roofing professional in the evaluation of your roofing system.Again, thank you for bringing this matter to our attention. By 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 future. If you should have any further questions regarding this information, please contact the Technical Service Department at the address or phone number on this letterhead.Sincerely,Bill H[redacted] Roofing Products Group Technical Services Representative

Consumer

Response:

[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]

Review: [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,

Review: We bought CertainTeed windows a few years ago for our newly constructed home. The first time it got cold outside several of the windows had defects in them.Particularly a half moon dome window in the front of our house. It looks like someone forgot to clean it at the factory. You would need to see this window it is unbelievable. We have contacted this company and its representatives several time through the years with no response back. We even went on line and filed a complaint with Certainteed website and we still got no response. Theses windows came with a guarantee we were told. Good luck to others who purchase these windows. The lumber yard that I bought them through does not sell them anymore.Desired Settlement: Replace the defective windows, I was told they had a guarantee. Or give us the money back so we can buy some quality windows.

Business

Response:

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Fri, Apr 25, 2014 at 9:29 AM

Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted], [redacted]. <[redacted]>

Date: Fri, Apr 25, 2014 at 8:26 AM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].

To: "[email protected]" <[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

*. [redacted]

CertainTeed Consumer Service

Window Technical Support

803 Belden Rd

Jackson, MI 49203

Email: [redacted]

Fax: [redacted]

If you need to make a new claim you can submit your information by going to

warranty.certainteed.com

Review: A roof was purchased from CertainTeed Roofing CO. that began to deteriorate in less than half of the guaranteed time. Since, several attempts have been made to rectify this problem. Refusal by the company to resolve this issue has led me to warn others of their organic shingle product, and poor customer service. (CertainTeed organic roofing shingles)Desired Settlement: My roof needs to be replaced, due to deterioration of inadequate product through CertainTeed Roofing company.

Business

Response:

October 30, 2013

**. [redacted]

The Revdex.com Of Metro Washington DC St Eastern Pennsylvania

1411 K Street NW 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

Your communication to CertainTeed Corporation concerning the captioned complaint has been referred to me for response.

**, [redacted] filed a warranty claim with CertainTeed concerning her Custom Sealdon 30 roofing shingles and the claim was received by CertainTeed on February 14, 2013. After evaluation of her claim form and shingle sample, CertainTeed determined that **. [redacted] was a class member for purposes of the CeltainTeed Organic Roofing Shingle Class Action Settlement This settlement was approved by Judge [redacted] of the United States District Court for the Eastern District of Pennsylvania on August 31, 2010. According to the terms of the Settlement Agreement, CertainTeed determined that **. [redacted]'s claim was not eligible for compensation as she was a second owner and did not submit her claim by October 3, 2011, as required under the terms of the Agreement. A copy of CertainTeed's March 25, 2013 letter to **. [redacted] informing her of this decision is enclosed.

On April 22, 2013, CertainTeed received a letter from **. [redacted], a copy of which is enclosed, requesting an appeal of CertainTeed's decision. CertainTeed forwarded a copy of her claim file and appeal request to Independent Claims Administrator for review. On October 23, 2013, the Independent Claims Administrator sent a letter to **. [redacted] advising her that her claim had been properly evaluated by CertainTeed in accordance with the provisions of the Settlement Agreement, specifically stating that as a purchaser of a building on with CertainTeed organic shingles had been installed at the time she acquired the building (March 2008), she was required to submit her claim within one year of the Effective Date of the Settlement Agreement (by October 3, 2011). Since her claim was submitted on February 14, 2013, she was not entitled to compensation under the Agreement. A copy of the Determination of Independent Claims Administrator is also enclosed.

In summary, **. [redacted]'s warranty claim was properly handled and received a full independent review. If you have any other questions or need further information, please contact me.

Sincerely,

Review: In 2004 Certain Teed Horizon shingles were installed on the roof of my home. The grit has almost completely come off since that time. The product has a 25 year warranty. Certain Teed knew this product was defective years before 2004. Now they tell me that I can only get a pro-rated amount for the cost of the shingles only. They will not cover any labor costs. Of course, the cost of labor to remove and re-shingle is the major cost. I believe since Certain Teed knew this product was defective and still allowed it to be used that the corporation should also be liable for the labor costs involved in replacing their defective product.Desired Settlement: Pro-rate the shingles and completely pay for labor costs required.

Business

Response:

September 10, 2014Dear 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

Review: 2 separate and independent roofing inspectors have found our shingles to be defective and in need of replacement. Our home is 5 years and 1 month old. This company is the manufacturer of our shingles. They state: "granule loss and cracked shingles do not compromise the waterproofing integrity or performance of the roof." This company has merely seen 2 removed shingles and has not physically inspected our roof. A certified "CertainTeed Master Installer" is inspecting our roof tomorrow. After viewing JUST PICTURES, the "CertainTeed Master Installer" has also stated the shingles manufactured by CertainTeed are defective and in need of replacement.Desired Settlement: 1 - Stand behind your product

2- In doing so, cover the replacement of our roof at no less than 80% of the total cost. (25 years - 5 years = 80%) In order for our family to feel that CertainTeed has done "the right thing," we would be happy with a 100% replacement cost absorbed by CertainTeed.

3- Replace our shingles with a product that has no history of defective manufacturing.

Business

Response:

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

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

the offer is not a resolution, rather it is a step towards resolution.

Regards,

Business

Response:

June 20, 2014Dear [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

Review: This complaint is in regards to shingles that I purchased manufactured by Certainteed.In 2004 the garage that I own was shingled with Certainteed brand shingles. The shingles on half my garage are now shrinking and separating on one side of the building. I sent the following letter to CertainTeed along with pictures and shingles include: I had a contractor look at the shingles, he removed and replaced two shingles. He said in his 42 years of being a contractor he has never seen anything like this. The shingles look like they are shrinking and one even pulled apart! As you can see from the pictures, this is one of the shingles that were taken off and sent to you. The contractor also looked at the structure and said Nothing is moving inside or outside. He also mentioned that it would be nice to have someone from CertainTeed come out to look at this because, to find shingles that are actually shrinking would be impossible, you would have to send in one whole side of the roof and have it checked. I received paper work from CertainTeed including a manual of installation and a cover letter saying that they wouldnt cover the shingles so I called the number on the bottom of the letter head and talked to [redacted]. He said that they were installed wrong and that shingles do not shrink. CertainTeed sent the document; CertainTed Shingle Applicators Manual which I looked over and according to their manual the shingles were installed correctly so I called [redacted] again. I mentioned that according to the manual the shingles on my garage were in fact installed correctly. [redacted] said that the shingles were not installed correctly in 2004. I had my contractor call [redacted] to discuss the installation of the shingles. He said that the shingles were installed according to the instructions on the back of the shingle buddles and also to the specifications of the manual that was sent to [redacted]. [redacted]s only comment was that the shingles were installed incorrectly and that it wasnt the way the shingleswere installed in 2004. The contractor asked [redacted] if CertainTeed had the instructions for installing these shingles in 2004? [redacted] mentioned to my contractor that they do haveinstructions somewhere and when asked if he could send them to [redacted], [redacted] said he wouldnt send them. I, my contractor and a building supplier have looked for the 2004 installation documents but could not find any at all. The documentation that CertainTeed sent me show that the shingles were in fact installed correctly to their specifications. I dont believe a consumer should have to go through the aggravation of trying to provethere is an issue with these shingles. The shingles are only 9 years 7 months old and theyhave a guarantee for 30 years. I have talked to [redacted] twice and the contractor once aboutthe installation of these shingles and [redacted] would only say that they were installed wrong. I have talked to other contractors and they have all said that was the way theyinstalled shingles also. When I asked for documentation for installing 2004 shingles, [redacted]said he couldnt provide any.Desired Settlement: I think that CertainTeed should have to pay for replacement of the entire roof. The contractor estimated for replacement cost to be 3,549.00. I believe a fair settlement would be half that cost or 1.774.50.

Business

Response:

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 bundles. Any 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 2004 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 warranty. 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,

Consumer

Response:

[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]

Review: [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,

Business

Response:

Claim [redacted]

A response was sent to Revdex.com 6/5/14.

Thank you

RPG

Review: November 22, 2013

Survey or Customer Satisfaction team,

Please find enclosed my completed survey regarding our roof work in early 2013. I received this survey about 3 weeks ago, over 9 months from the completion of the work. The postmark was dated 10-29-2013. I have taken the time and effort to assemble this document and the enclosed supporting documentation because the way this warranty work was handled was totally unprofessional. **. [redacted]. [redacted] was the “Field Technical Manager” assigned to our warranty case.

1. Poor communication to the consumer, including long delays in responses from **. [redacted]. My initial contact with CertainTeed took place on June 25, 2012.

2. Refusal by [redacted] telephone operators or receptionists who answer the phone to let me speak to [redacted]s’ manager or supervisor, [redacted], or anyone else at the company who might have been able to assist me. I spoke to “[redacted]” on the phone on 9/25/12, she said she would send an email to **. [redacted]. I do not know if this was done, but **. [redacted] never followed up with me by phone or e-mail. This woman also told me that **. [redacted] had “updated” our file, but I had not received any communication with him since August 29,2012.

3. **. [redacted] showed up at our home August 29 and was climbing around on the roof with NO prior notice to the homeowners that he would be doing so, and did not even give the courtesy of knocking on the door to notify the homeowner he was present. This was especially surprising since he had to travel across the country to visit our location.

4. Pressure by **. [redacted] to force the homeowner to add costly roof vents, need for these was unable to be verified by anyone other than **. [redacted]. While I do understand that **. [redacted] is supposed to be a roofing specialist, he demonstrated a significant lack of understanding of the climate in the high desert in Colorado. Roofing and vent standards for homes on the east coast are in no way comparable or relevant to homes built in a state where the average, relative humidity is 12%. We had added vents already when the CertainTeed roof was put on originally, in August. 2006- We were assured by the roofing company at that time that the additional vents were in keeping with building standards in our state. I was unable to find any information about specific requirements of roof vents in [redacted] County, CO.

5. Verbal and written implication that the homeowner’s refusal to add roof vents would result in either the work not being done at all, or being done but with NO warranty moving forward. See your documentation, letter from **. [redacted] dated 10/18/12. There was no specificity provided about vent needs. If the shingles produced by CertainTeed are not able to perform to the warranty standard given at the time of purchase in all parts of the United States, then perhaps regional variables need to be accounted for with production of shingles engineered for the significant weather/climate variables. Even though these roof vent demands created a financial hardship, the homeowners did comply. We felt that we had no choice, especially because there was no one else at CertainTeed with whom we could discuss the situation, or who would act as our advocate.

6. Assurance in writing of a tiinelv resolution of the root damage covered by warranty (4-6 weeks, see email on page 1 of attachment). Due to changes in the work authorization because of the steep pitch of our roof, the final authorization was not given until Dec 18th, 2012. (Sec your document dated 12/18/12.) The delays by [redacted] pushed the work into the fall/winter season where weather

is often a problem. Weather did, in fact, delay to work into February of 2013. It took over 7 months from my informing Excel Roofing- of the damage until the work was completed.

7. Because of the poor communication and delays, we had to spend a significant amount of time functioning as the “general contractor” for these roofing repairs.

Prior to the pre-mature failure of our 50 year shingles, we had manv people in our neighborhood inquire about our roof. People walking or driving by would stop to ask what type of roofing material it was as they expressed how nice it looked, how different it was, and how much it improved the appearance of our home. We know that CertainTeed dimensional shingles were put on at least Vi dozen homes nearbv because of our recommendation. We now feel very uncomfortable with similar conversations, and feel some sense of responsibility to our neighbors in our immediate vicinity. We would feel very badly if their shingles also fail, and they get dragged through a knothole to get their roof repaired the way we did. Many of our neighbors who have CertainTeed shingles did, in fact, inquire about our roof replacement. We had to dodge the direct questioning and did not want to leave anyone with a negative impression of their shingles or the shingle manufacturer. What a tough spot wc were put in!

Getting the warranty work on our failing shingles was an extremely unpleasant and stressful ordeal and we hope it never has to be repeated.

It is also our hope that your company will respcct the time and effort taken to fully and thoroughly respond to your survey. It would be nice if your systems/practices and staffing could be improved so that other consumers will not have to experience the same unpleasantness that accompanied the warranty work on the 50 year dimensional shingles purchased in good faith from CertainTeed.Desired Settlement: Unspecified

Business

Response:

December 3, 2013

Dear [redacted]:

In response to your letter November 25, 2013, we received a signed a release from our shared consumer agreeing for CertainTeed to pay for a replacement of the parts of the roof that may have been having issues.

CertainTeed has honored its responsibility per the terms of The Limited Asphalt Shingle Warranty reflecting the year and type of shingle that has been installed on this roof.

If our shared consumer has any issues with any other part of the roof they should contact CertainTeed at once to further investigate these matters.

Sincerely,

Review: House is completely falling apart. Cannot reach builder after many attempts!!!

Location [redacted], [redacted], TN [redacted] on Lot * in [redacted] Subdivision is falling apart. Builder or any of the subcontractors involved with building this house cannot be reached or is out of business. The CertainTeed Fiberboard Siding is defective, along with several other issues of the house. The house was built in October 2010. I bought it new in March 2011 and now I have over $25,000 in repairs needed when the siding itself is under a 50 year warranty that CertainTeed will not honor because they are in a class-action lawsuit. I have tried contacting the builder to discuss all the other issues the home has had in addition to all the siding needing replaced and still I cannot reach anyone. I am meeting with an attorney on Monday regarding all the financial burden this has put on me and my familyDesired Settlement: I want all of my siding on my home replaced at not charge. It was defective when the builder put it on. I want my septic system that is in the front of my yard that is sinking to be fixed along with the landscaping and dirt replaced where the septic area is sinking. I want my air-conditioner to be fixed considering I have paid over $1,700 just in repairs to it. I have had leaks and everyone of my faucets in the ENTIRE HOUSE had to be replaced. I want reimbursement for that. I have a "lemon

Business

Response:

11/25/2014Dear [redacted]:This letter acknowledges receipt by CertainTeed Corporation of your fiber cement warranty claim.You may be aware that CertainTeed recently settled a class action lawsuit involving its WeatherBoards” Fiber Cement Siding, Lap Siding, Vertical Siding, Shapes, Soffit, Porch Ceiling, and 7/16” Trim installed on or before September 30, 2013. The case is named, In re: CertainTeed Fiber Cement Siding Litigation, MDL Docket No. [redacted], and was settled in the United States District Court for the Eastern District of Pennsylvania.In reviewing the information you submitted with your warranty claim, we have determined that you are a member of the class and you may have a claim eligible for compensation under the class action settlement. You can obtain more information about the class action settlement by contacting the Settlement Administrator at ###-###-#### or accessing the website www.certainteedfibercementsettlement.com. In addition, the enclosed Notice of Settlement provides more details about the class action and the settlement.If you wish to contact one of the attorneys representing you as a class member in the settlement, they are listed below:[redacted]

[redacted]Sincerely,The Consumer Services Department

Review: My roof was replaced with Certainteed shingles in December of 2011. During the following two years I had to have the shingles replaced/repaired multiple times. I was told by the roofing professional that I paid to repair my roof that the tar strip on the back of the shingles did not seal properly upon the installation. During cooler temperatures the corners lift up. In the fall of 2013 I filed a complaint with Certainteed with paperwork provided to me by my roofer who has been installing roofs for 30 years. I included the required shingle samples. I received a letter dated 12/3/2013 and signed by Bob M[redacted] stating that the shingles were not defective. He also stated that I should "contact a roofing professional and review shingle application, roof deck characteristics, and ventilation requirements". I have had the roof repaired at least once since then and currently have shingles that have been ripped off and are in need of repair.Desired Settlement: I would like to have my roof replaced. The roof cost me $22,400 which doesn't include the multiple repairs I have had to have done over the past several years.

Business

Response:

November 18, 2014Dear [redacted] :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 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 bundles. Any 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 wind.Based on these findings, we cannot make any warranty settlement according to the terms of the limited warranty. 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,Bill HTechnical Services Roofing Products Group

Review: We purchased our home in 10/11. The home has a Certainteed asphalt roof. For over a year, shingles have been blowing off of our roof. Our roofer, [redacted] of [redacted] in [redacted], NV, sent in samples of our shingles to Certainteed as he felt strongly that there were specific areas of the roof that were defective and delaminating. (Claim # [redacted]). We have sent in at least 2 samples and even had the Certainteed rep [redacted] to our home. [redacted] agreed that they appeared defective per [redacted]. However, the 3 letters I got back from the company reps keep stating that it is an application problem (Feb 6, 2013, June 20, 2013, July 25, 2013 letters from various Certainteed Technical Service Reps in [redacted], PA). My roofer [redacted] and a second evaluation by [redacted] both agree that the shingles are delaminating and defective. The nailing is still in place and this is clearly NOT an application problem. The fasteners are not involved in the area of the problem. Since the shingles are blowing off the roof only in certain areas, [redacted] feels that it must have been a bad batch that we got in those areas. Some areas of the roof are not blowing off at all. My roofer could have just charged me for the repairs and been on his way months ago! However, he believes that I should make this complaint to the Revdex.com so Certainteed will do the right thing. I am more than happy to get a third evaluation by a roofer.Desired Settlement: New shingles to replace all the defective areas on the roof AND refund cost to pay the roofing company for the repairs.

Business

Response:

...

Business

Response:

June 20, 2013

Dear [redacted]:

We have completed the analysis of the shingle samples that were removed and submitted from your roof. 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 Instructions,

The fasteners that were used to apply the shingles to the roof deck were placed above the sealant stripe, instead of just below as required by CertainTeed's application instructions, which are printed on the back of all shingle bundles. Any higher placement of these fasteners allows an excessive free area of the shingles to be lifted, and possibly, blown off by the wind.

The samples also showed that there Were missing fasteners. In either case, this will cause the shingles to distort and prevent proper sealant-to-sealant contact, I have enclosed copies of the application Instructions and CertainTeed's Asphalt Shingle Limited Warranty for the specific product and year your shingles were applied.

Based on these findings, we cannot make any warranty settlement according to the terms of the limited warranty. 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,

Technical Services Representative Roofing Products Group

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: The shingles purchased for our home were buckling and found to be coming up after only a couple of years. They are Certain-Teed Landmark 30-yr. arch. shingles - We contacted our builder and he told us to contact a bonding company. The bonding company said there was nothing they could do - so we got in touch with a roofing company and they advised us to contact a local representative of Certain-Teed. Both the roofing company rep and the product rep advised us that there had been other issues of the same at the time. We have provided all the necessary product samples and estimates to Certain-Teed - and they admit their shingles were in fact delaminating. However, they are only offering to compensate us for $2,080.00. Based upon the claim of being warrantied as 30-yr shingles we purchased them for our new home (we did not take possession of the home until 6/26/2007) - and have tried to get them to realize that they should absorb the entire cost of re-doing our roof. If the product that we purchased would have been what it was supposed to be then we would not be having to re-do our roof - it would be a non-issue. Given the fact that the shingles are faulty and thereby the reason for the need to re-roof - we believe that Certain-Teed should be the one who financially rectifies the situation. All we expect is to have them stand completely behind their product of being guaranteed for 30-yrs.Desired Settlement: Certain-Teed should absorb the entire cost for removal/replacement of roof.

Business

Response:

June 17,2013

Revdex.com of Metro DC & Eastern

PA-141 1 K. Street NW, 10th Floor Washington, DC 20005-3404

Attn, [redacted]

Re; [redacted]

Our Claim# [redacted] Your ID #[redacted]

Dear **. [redacted],

CertainTeed Corporation has received your correspondence dated June 17, 2013 and we have reviewed **. [redacted]'s file.

CertainTeed was contacted on January 24, 2013 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 .form, be submitted to our lab. We received the requested samples and information in our lab on March 25,2013.

An evaluation of the warranty claim was completed on March 25, 2013 and a determination was made to reimburse the homeowner per the terms of the Asphalt Shingles Limited Warranty, which was in effect when the shingles were installed A Release was sent to the homeowner on March 27,2013.

The warranty settlement was based upon shingle value costs of replacement shingles for the roof prorated for the months of use. Labor costs to recover the roof are provided during the first 60 months only. Roof tear off, flashing and metalwork are not covered on this product.

Given the circumstances here, we have extended to this homeowner a special rebate coupon for $10.00 off each square (1 square is equal to 100 square feet) of CertainTeed roofing shingles purchased by the homeowner as a goodwill gesture.

If I can be of any further assistance, please do not hesitate to contact me. Copies of all correspondents are enclosed for your review.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: The offer made by CertainTeed fails to take into consideration that the issue we have with our roof needing to be completely re-done is quite clearly due to their faulty shingles! They stated in one of their correspondence that the product had been applied to the home on or about Jan. 30, 2007-------though they may or may not have been purchased on/about Jan./Feb. 2007 -----we did not go to settlement on our new home until June 26, 2007. In a correspondence which we received from CertainTeed (Dated April 8, 2013) they stated: "The cost of labor to recover is provided during the first 60 months only." We initially contacted our builder in January/February 2012 with regards to our concern about the shingles. Also, in consideration of the date which we took possession of our home (6/26/07) you will note that the timeframe is within the aforementioned 60 months whereby allowing us to qualify for recovering the cost of labor to redo our roof. (June 2007 thru March 2012 = 57 months) Please understand that we are only expecting for CertainTeed to be accountable and responsible for their product and the expense that their faulty product creates due to the delamination of shingles. We want nothing more than to be compensated for the labor & materials necessary to make right the wrong that has been created by their product. We - in good faith - purchased their product (30-year Landmark Shingles) with the confidence that they would stand behind it and that we would certainly not have to replace them within 5 yrs. Unfortunately, we are semi-retired and cannot afford the expense to re-do our roof (est. of $14,000.00). We feel that if -they or anyone else - had this situation to happen to them then certainly they would expect for the company responsible to step up to the plate and make things right! Certainly, the offer of $2,080 and $10.00 off the cost of each square of new shingles pales in comparison to the estimated cost of $14,000.00 to repair the roof (a cost which we have already paid for once)! I have to wonder just how many of their customers would have chosen to purchase their 30-year shingles if they knew how little CertainTeed stood behind their product.

We trust that Revdex.com will be able to help us to right the wrong that CertainTeed had created with this situation! Thank you in advance for your assistance........................................

Regards,

Consumer

Response:

Complaint #[redacted]

Inboxx

[redacted] <[redacted]>

1:09 PM (1 hour ago)

to me

[redacted]:

I just wanted to clarify a few things with respect to our complaint and attach some information relative to said complaint against CertainTeed Corporation. Please note the attached brief index of relative paperwork.

First of all, I would like to make you aware of the fact that the home is a new one - not just new to us. Also, that the shingles relative to this faulty material dispute were not installed on the home until well after January of 2007. The sections of the home were delivered sometime between January and March 2007 - however, due to various uncontrollable weather conditions the home was not put into place until later. We did not take possession of the home from the builder until June 26, 2007.

It was in January 2012 that we contacted the builder about the shingles appearing to be buckling - which we noticed while sitting on the back deck of the home. The builder advised us to contact the bonding company to see what could be done. Upon contacting the bonding company we were told that they could do nothing. So we went back to the builder - sent him an email and photos showing what was happening. Then the builder advised that he could do nothing for us also.

After contacting several roofing companies we finally got in touch with a CertainTeed representative and provided him with samples of the faulty shingles - as well as paperwork required by CertainTeed. We called the lab at CertainTeed (phone number was provided by their representative [redacted]) to find out the progress and were told that in fact the samples were shown to be delaminating. Please note the attached paperwork which shows date of warranty to begin (June 25, 2007) on [redacted]. Also, copy of various paperwork from CertainTeed - as well as letter from roofer with estimate for labor - materials list - and cost list from distributor for cost relative to materials list which CertainTeed had requested.

I want to 'Thank You' for your time and attention to assisting us in taking care of this matter. Please do not hesitate to drop an email should you have any questions. I will give you a call the early part of next week to see how things are progressing.

Respectfully submitted,

(email: [redacted])

Review: In 2004, I purchased a new CertainTeed Presidential TL asphalt roof for my primary residence. The shingles, which are triple-thick premium grade, are covered by a manufacturers lifetime warranty. By late 2006/early 2007, I noticed that tar was not only leaking from the shingles and running down the roof, but that it was dripping from the roof and onto my central air conditioning unit. I filed a warranty claim with CertainTeed, and they opened warranty claim/file #[redacted] on 02/06/2007. After an inspection of my roof, they agreed that the shingles were defective. However, they agreed to replace only two sides of the roofthe southeast and southwest sidesclaiming that the remaining sides, which at the time hadnt noticeably begun leaking tar, probably wouldnt fail. They based this claim on their assertion that the other two sides received enough shade to prevent the shingles from failing. But last year I noticed that shingles on the remaining two sides were leaking tar, also, and on 10/14/2013 I called to file a claim for the shingles they didnt replace in 2007. The person I spoke with said their field service manager, [redacted], would call me back regarding this issue. However, **. [redacted] didnt return this call or the next several calls. Finally, on 03/27/2014, I called yet again, this time threatening to file a complaint with the Revdex.com if CertainTeed continued to stonewall me. As a result, **. [redacted] returned my call the same day, promising to personally inspect my roof on 4/21/2014, adding that I wouldnt even have to be home to meet with him.As of this date, there is no evidence that **. [redacted] inspected my roof; no phone calls, no letters, nothing, and Im left to assume that no inspection was performed. Although **. [redacted] claimed during our telephone conversation that CertainTeed would stand by their warranty, and despite the fact CertainTeed admitted in 2007 that the shingles are defective, they have taken no action regarding my second claim and have simply walked away from their lifetime warranty.Desired Settlement: Replacement of the remaining two sides of my roof with new Presidential TL shingles at no cost to me.

Business

Response:

In order to understand which roof planes are of concern, I emailed an overhead roof survey (produced by [redacted] Technologies) to [redacted] yesterday (6/16/14). In my message, I asked [redacted] to identify the specific planes of concern. Once we receive his response, we will be better able to provide him with the approriate amount of field and accessory needed to repair his roof. Also, we will be providing reimbursemen for the labor.

-[redacted], Field Technical Manager, CertainTeed Roofing, ###-###-####

ref: CertainTeed File #[redacted]

Consumer

Response:

[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]

Review: [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,

Business

Response:

The response was sent to Revdex.com 6/18/14.

Thank you

Review: Home had replacement windows installed on 7/22/06. Window replacement cost $8,297. These CertainTeed [redacted] II windows were sold to me with a Lifetime Warranty for Materials and Installation. Nothing else disclosed other than the AMAZING WARRANTY. Last week we had freezing weather in the "teens" and a lower sash glass pane cracked. [redacted] and CertainTeed refuses to replace the glass pane because CertainTeed no longer makes windows. They offered to replace the window at an additional cost though. I don't feel that is acceptable after being persuaded by the "lifetime warranty" and spending over $8,000. CertainTeed should stand by their products regardless of whether or not the product is made anymore. It is a 2052 bottom sash with no GBG and white vinyl frame.Desired Settlement: I just ask that either the pane be replaced or the bottom sash with an equivalent product.

Business

Response:

This is a Window Claim issue.

Please forward any future emails directly to the Window Warranty Dept @ [redacted]

Thank you

RPG

Business

Response:

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Fri, Feb 7, 2014 at 9:21 AM

Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Fri, Feb 7, 2014 at 9:19 AM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].

To: "[email protected]" <[email protected]>

This is a Window Issue Claim and will be forwarded to that department.

Thank you

RPG

Review: My husband and I purchased our first home in 2008. A manufactured [redacted] Home from [redacted] Homes in [redacted], AR. We have had several incidents of CertainTeed roofing shingles coming off or curling up. We have filed claims with our home buyers protection (which we pay for) our homeowner's insurance(which we pay for) three claims beginning as early as 2010....just two years after we purchased our home. The shingles were promised to have at least a 20 year warranty and have a 5-10 year sure start guarantee. However, each time they patch the current spot but a few months later there is another spot. Ultimately, the entire roof of shingles are defective, not properly sealed or installed and have caused us to have indoor water damage as well as damage to the roof. I just got done meeting with our home buyers protection inspector(8/15) for the third time in three years and he in formed me the shingle company should be held responsible . I am tired of getting no action and having the run around from [redacted] Homes, [redacted] Homes and now CertainTeed shingles because no one wants to take responsibility. They just want to pass the cost on to the homeowner when it is no fault of ours. I want someone to take ownership and resolve this ongoing problem. The shingle company will not even send someone out to our home to look at it, they want me to fill out a form, print and send in pictures and even send in shingle samples, because they want us to wait 5-6 weeks meanwhile more damage could be incurred to our home.Desired Settlement: I would like replacement of our roof on their dime with a better quality of shingle, preferably a architectural shingle that we will not worry about leaks anytime it rains or shingles coming off anytime the wind blows.

Business

Response:

August 20, 2013

Revdex.com of Metro Washington D.C. & Eastern Pennsylvania 1411K. ST. N. W., 10lh Floor Washington, D.C. 20005

RE: **. [redacted] Claim #[redacted] ID# [redacted]

Dear [redacted]:

in regards to your letter, we will need our shared consumer **. [redacted] to send in all the information that was being requested for by our evaluation forms, These forms have been sent to them previously to this letter from CertainTeed to investigate any shingle issue they may be having. I am inclosing these forms for your review. We will inform **. [redacted] of our findings when we receive all the information requested.

Sincerely,

Business

Response:

See Attachment:

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I received the packet of information on 8/19 and have taken pictures and will mail shingles in to be evaluated this week. However, the process states it will take 5 to 6 weeks for them to determine if the shingles are indeed theirs. I have had an inspector from my homebuyer's protection company come and evaluate the roof on 8/15 and they state it needs immediate attention. How can I escalate or expedite this request in order to get the roof repaired and repaired correctly. Not just patch the defective shingles that were put on our new home in 2008 and we have had an issue with them at least once a year since we have moved in to our home manufactured by [redacted] and sold by [redacted] Homes Inc. I would like someone to take responsibility for the faulty shingles and fix it. As a first time home owner this has really soured me on the rent vs. buy issue. Furthermore, I do not see how our investment of over $100,000 in this home should be the responsibility of our homeowners insurance (so our rates can increase), when it is the manufacturer of the shingles and home who have produced and installed an inadequate product for what they are claiming.

Regards,