ComplaintsforOwens-Corning

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had roofers come to my house on occasions to make repairs. On one occasion, a roofer stated there was excessive shingle degranulation and damage to my roof. The roofers said it was not due to hail. I provided pictures and shingle samples to Owens Corning. The roof is just now 10 years old. It was supposed to be a 30 year roof.The company provided a check for the shingles but refuses to provide for the labor. The resolution specialist said it was a month or so out of the 10 year window. I provided picture evidence from another roofer of defective shingles dating back to May 2023. This provides proof of shingle defect well within the 10 year window. My resolution specialist stated that the lab technicians were in agreement that there were shingle defects in the pictures from May 2023.I requested by phone and email to speak to the review board for my claim to be reviewed. I never received any info from them. I called my resolution specialist around a month later. He said that it was denied. I never received any email or call from the board, only by his word of mouth. I requested today to speak with the review board which was denied. I requested a formal letter from the review board today. He said one would be ******* resolution specialist said he is solely in charge and there is no one else to talk to. I purchased 30 year shingles that did not even last **************************************************************** this case.

  

  Business response

  11/15/2024

  Dear *******,

  A claim was submitted to Owens Corning on June 24, 2024, accompanied by a proof of purchase dated April 30, 2014. This date indicates that the claim is nearly two months beyond the 10-year Tru-Protection warranty period. While we have approved your claim, it is important to note that you are outside the coverage of the Tru-Protection warranty. Consequently, in accordance with the warranty terms, we have issued a prorated voucher applicable solely to shingles. Please be aware that once the Tru-Protection coverage has lapsed, all accessories and labor are no longer valid. 

  Customer response

  11/18/2024

   
  Complaint: 22557852
  
  I am rejecting this response. I provided proof of shingle with pictures dating back to May 23. This was within the 10 year window. The lab technicians agreed that shingle defects were evident in the pictures. I received an estimate of over nine thousand dollars for the labor cost for repairs.  I want an explanation in the form of a phone call from a review board representative as to why I should  pay over nine thousand dollars in labor cost due to Owens Corning selling me defective shingles.  I requested a formal phone call from them weeks ago which I have yet to receive. I was also told I would receive an email letter from a review board representative on more than one occasion and have yet to receive anything. Paying over nine thousand dollars for Owens Cornings mistake of making defective  shingles is completely wrong. As a customer, I am totally dissatisfied with their lack of ability to stand by their product. It shows  a great deal about this companys standing with their complete avoidance of  contact by the review board and not providing customers any  way to  speak with representatives other than the resolution specialist when disputing results.
  
  ,
  
  ******* *****

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  OC reimbursed me in September ********************************************************* October of 2023 coming from their ********** plant in year *********************************************************************** September of 2024 and my roofer had to stop the job at 20% complete on October 5th 2024 because the shingles coming from their ********** plant in 2024 batch were faulty again. The shingles have significant granular loss coming out of the package. The new shingles look like they went through a hail storm. The company told me work stoppage was a high priority and they would expedite the claim. I have produced every piece of documentation. They told me the claim was approved verbally but the claim has not been dispositioned. I have been without shingles for one month. The peel-and-stick underlayment got me through Hurricane ****** but there is another storm brewing in the *********. ** should notify all customers of potential excessive granular loss who bought the TrueDefinition Teak shingles from ******* GA between ********* and they should disposition my claim so I can finish my roof.

  

  Business response

  11/04/2024

  Hello - while reviewing the claim, it appears that your resolution specialist requested that they complete the roof due to the incoming storms. We will have him reach out to you immediately on how to proceed.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted Owens corning concerning degranulation of shingles that we had installed on our building in 2012. The roof is failing. We purchased the architectural shingles with what we thought was a sufficient warranty. We sent all the photos that we were told to. I had a contractor come out and remove two shingles for pictures and reinstall them. I received a denial letter, so I called because the letter says that I still have 87 years remaining on my Pro Rated warranty which I never received a valid explanation as to what that covered. But I was told that because of problems with the photos being emailed the quality is affected by the pixels being lost. I asked if they could send someone out to see for themselves, but I was told no they do not do that. But we could go ahead and have my contractor come back out and have hi, remove two shingles and send them in. The two shingles he gave me to send in were in my ******** opinion clearly. showed how bad the degranulation actually is. I received a second denial letter that stated their lab didn't see an issue. They said that the deterioration was normal and was not impacting the performance of my roof. Which is hard to believe because my roof is leaking the shingles are not holding up to the 25 years warranty that was what I paid for in the first place. The letter stated that I'm out of my TruProtection warranty but I still have 87 years remaining on my ProRated warranty. My shingles are only 12 years old and not even close to the 25 years warranty that originally purchased and thought I was buying the best shingles I could. After doing some investigating, I found articles about class action lawsuits about the architectural shingles failing to live up to the promise clearly stated on the bundles of shingles we had purchased from Owens Corning because of what we thought was a long- standing excellent reputation for a quality product but sadly this has not turned out to be true. Not to mention all the effort on our part

  

  Business response

  10/29/2024

  Hello - the loss of granules that you are currently experiencing is not excessive for the age of the shingles that are installed. It is natrual for shingles to shed granules thoughout their life. Please see your attached warranty. The shingles you have installed are Oakridge Series shingles and therefore have a Limited Lifetime warranty, much better than the 25 year warranty. Please see "How Long Are You Covered" in the warranty and refer to bullet point 1 and 2. If you believe the granules accelerates rapidly in the future, do not hesitate to reach out to open a new claim. Thank you.

  Customer response

  10/30/2024

   
  Complaint: 22486647
  
  I am rejecting this response because: The shingles are degranulating rapidly now, I can't wait and reopen another claim
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint with Owen's is what I feel is 'deceptive advertising'. Owen's supplies a list of independent contractors based on your location. These contractors are placed in a tier list and at the top is 'Platinum Preferred Contractors'. They state that PPContractors "Owens Corning Roofing Platinum Preferred Contractors are the top tier of our exclusive network and meet strict standards for professionalism, reliability and unparalleled craftsmanship. Only they can offer our best roofing system warranty". I hired one of these contractors to put a new roof on my home June 11, 2024. They were also installing the Venture inflow and ridge vent by Owens. This is a somewhat newer system and I wanted to make sure it was installed per Owens directions. Because I researched the vent system I had an idea how it was to be installed. As the roof was installed my husband took progress photos. The photos showed me that the vent instructions were not followed. The manager from the roofing company came a week later to address my concerns. He saw the photos and told me that Owens now lets them install this way. I called Owens and was told directions had not changed. Two and a half months later they finally admit they were wrong. Two weeks ago I pointed out other issues. One still involves the inflow vent, again they say I am wrong. Owens tells me I have to deal with contractor for first 2 years to fix issues. How can someone fix something they refuse to admit is wrong.Owens is lying when they say PPC 'unparalleled craftsmanship'. This PPC company has no idea how to install Owens products. The only answers Owens could give me since they don't inspect roofs is to get my own inspection. Now I have to do that, file with BBB against the roofer and get a lawyer to get me out of a financial contract so I have money to have another new roof put on. The stress I have had in the last 3 months trying to get some help from Owens and contractor is ridiculous!! PPC is a joke!!!

  

  Business response

  09/16/2024

  Hello, we apologize for any inconvenience you may be experiencing. However, the legalese of your warranty clearly state that any workmanship issues inside of two years must be handled by the original contractor. You are welcome to have an inspector come out to review the install, however the original installer must be the ones to make the repairs. Additionally, I have attached a copy of your warranty. You will need to continue working with your original installer for any repairs. 

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am extremely dissatisfied with Owens Corning’s refusal to honor the warranty on my 30 year architectural shingles that have been installed for only four years. I submitted all of the information and numerous pictures taken by the roof inspector. Drone pictures were also submitted. The shingles are clearly defective with excessive degranulation. The Resolution department responded that the shingles are “within manufacturing specifications,” but refused to provide said “manufacturer specifications.” In the meantime, I am left with shingles that have excessive granule loss and will cause my roof to fail prematurely. When I chose my roofing shingles, I truly expected that a corporation such as Owens Corning would honor their warranty and not leave homeowners with a disaster of a roof, requiring me to have to pay for a new one.

  

  Business response

  09/16/2024

  Hello - based on additional review of the photographs submitted, Owens Corning will be awarding a partial approval, the front slopes only, please allow 2-3 business days for your Resolution Specialist to reach out to you with the details. Thank you

  Customer response

  09/16/2024

  
  Complaint: ********
  
  I am rejecting this response because the roof shingles are defective throughout the roof, as it was explained to me by the roofer. A partial repair with mixed matched shingles will be an eyesore and could also damage the decking.

  
  Sincerely,
  
  ********* ****

  

  Business response

  09/16/2024

  Hello - As you can see the photos you submitted appear to be next to a sidewall/siding which would be the front of the house. At this time, the front facing slopes are approved. Again, a Resolution Specialist will be calling you with detail and information on how to dispute the back slopes. 

  Customer response

  09/27/2024

  
  Complaint: ********
  
  I am rejecting this response because the labor amount that was offered is insufficient for Owens Corning’s preferred contractors. 
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3 years ago I had a brand new roof installed using Owens Corning shingles by a licensed contractor and approved by City of Colton inspector. Some of the shingles in a 9 by 5 have holes in top part of shingle caused by normal bird droppings.Not caused by a flock of birds but by occasional birds that may sit on chimney and leave. This is not normal as I have had house for 36 years since new and former roof which was original since new that never happened. Three different roofers looked at this problem and say they have never seen that happen. I have requested Owens Corning replace those shingles only in 9 by 5 area and they refuse when in reality the whole roof has same batch of shingles which I believe are defective. They keep giving me excuses like their lab r tested my shingles when I never sent them the shingles they only wanted pictures and I hired a roofer to take some off and photo them front and back as they requested. They say it's an act of God as in you know hurricane tornado earthquake etc. These are normal birds that's like saying the sun is an act of God. Furthermore normal bird droppings are not anywhere in their warranty. Can you advise me or help me with this. Owens Corning has recently been sued in class actions for other issues and lost. This seems to be their m.o. deny until they are pushed.Thank you

  

  Business response

  09/09/2024

  Hello - after an extensive review of the photographs provided to Owens Corning, the loss of granules on your roof is different shapes and not consistent with typical granule loss. As you have stated you have birds that will sit up on the chimney, bird droppings are acidic and will cause the issues you are seeing. This is not the result of a manufacturing defect. We apologize for any inconvenience. 

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I installed a bundle of new roofing shingles from Owens Corning (purchased at Lowes). Four of the shingles were defective: 2 had holes in them and 2 were frayed. I provided photos, returned the damaged product, and sought warranty relief from the manufacturer, Owens Corning. They claim the shingles were not defective and refused to honor the warranty. No reasonable person could conclude that new shingles with open holes cannot be defective.

  

  Business response

  09/06/2024

  Hello - based on review of the photographs and shingle ***** the lab confirmed there was no manufacturing defect. However, as your request is reasonable, our ******************* will issue a check in the amount of $43. Issuing this check in no way admits there is a manufacturing defect or any fault on Owens Corning part. I hope that this is a satisfactory outcome. Thank you.

  Customer response

  09/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new house where the roof has been replaced less than a year ago. The seller told me that the roof has a 25 year warranty. 5 months later the roof licked. I called the warranty company (Owens Corning), and the representative told me that the warranty is voided, since it was not transferred within the 60 days of purchase. I reread the warranty, and this requirement is indeed there, but it is hidden so well. It is placed into "Other Structures" section. I can only assume that it is done with the malicious intent. The representative was well prepared for this outcome, so I was left to think that this is a common practice.

  

  Business response

  08/12/2024

  Hello - If you can verify what year your roof was installed we would be happy to send you the correct warranty legalese. In the legalese you will notice a section referred to as "What about Transferability" - as you stated it is clear there on what is needed to proceed. The warranty must be transferred within 60 days of taking ownership of the home, a fee may be applicable depending on the type of warranty and the installation date. We apologize for any inconvenience. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Failed to honor extended warranty after providing a receipt for the extended warranty.

  

  Business response

  07/16/2024

  Hello, it is the responsibility of the contractor to register and pay for the extended warranty within 60 business days of the installation. Based on review of your notes, you have contacted Owens Corning several times about this matter and as recently as 7/11/2024. This matter is currently under review. Thank you.

  Customer response

  07/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This has become nothing more than a tennis match between the Platinum Preferred Contractors and Owens Corning, as each party continues to place the responsibility on the other.
  
  Owens Corning state their Platinum Preferred Contractors are a select group of an elite roofing professionals that are the best in field and must pass a workmanship inspection to assure they do quality work and because of their high standards, Platinum Preferred contractors are the only ones who can offer the Platinum Protection Limited Warranty and you can trust your home with a member of the Owens Corning Independent Network of roofing contractors.
  
  I did “Trust” and “rely” on Owens Corning’s representation of their Platinum Preferred Contractors SO…
  
  Why was my roofing work subcontracted to an unlicensed contractor who is not a Platinum Preferred Contractor?
  Why were the shingles bent over the ridge of the roof for days?
  Why wasn’t the Decking not properly prepared?
  Why wasn’t the Underlayment installed correctly?
  Why was three layers of Ice and Dam installed in Valleys?
  Why wasn’t the damaged, bent, rusted flashing replaced?
  Why weren’t the Ridge-vents installed?
  Why wasn’t the Drip edge installed correctly?
  Why were the Architectural shingles racked and installed from different directions?
  Why were the incorrect offsets used and not consistent with the shingle application?
   Why were the incorrect amount of fasteners used?
  Why weren’t the correct nail patterns used?
  Why was the wrong flashing installed incorrectly over my garage?
  Why didn’t they finish the work?
  Why did they fail to pass inspection with the local Building Department?
  Why does this contractor remain on their Platinum Preferred Contractors list?
  
  This is not the same depiction of what Owens Corning's advertisements paint their Platinum Preferred contractors to be.
  
  What is truly insulting is Owens Corning still feels this contractor is worthy to be one of their Elite Roofing Professionals.
  
  The contractor now promotes they only use Certainteed roofing products.
  
  THREE YEARS AND NO ANSWERS IS TOO LONG.
  
  Owens Corning were provided with a receipt I received from their Platinum Preferred Contractor’s attorney for the Platinum Protected Limited Warranty showing it was registered and paid by the contractor.
  
  Owens Corning needs to honor the Platinum Protected Limited Warranty and stop stalling.
  
  If Owens Corning chooses to maintain I only have a standard warranty they must provide me with an explanation why the receipt provided to me from their Platinum Preferred Contractor’s attorney is not valid.
  

  
  Sincerely,
  
  ****** ******

  

  Business response

  07/18/2024

  Hello, again as we stated this is currently under review. You have already contacted the appropriate team regarding this matter who is working on it diligently. Please remain patient as that team is working as quickly as possible to resolve this issue.Thank you.

  Customer response

  07/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: As I previously stated this issue is over three years old. As a result of OC and their preferred contractor shifting the blame back and forth my home has sustained a substantial amount of damage from the faulty work and material installed. The current estimated damages are over $150,000 and yes that is correct One hundred and fifty thousand dollars.
  
  Please keep in mind this does not include the cost to replace the roof or the damage that has yet to be determined once the remediation and repairs begin.
  This also does not include damages caused by new areas of the roof that have since failed to prevent water from penetrating the infrastructure of the home.
  
  The longer this matter goes on resolved the longer my home will continue to incur damages.
  
  Sincerely,
  
  ****** ******

  Customer response

  08/02/2024

  They have not reached out to me other then sending me a copy of the previous warranty to my complaint. 

  

  Business response

  08/06/2024

  Hello - based on further review of your warranty at this time you have the Standard Product warranty. Thank you.

  Customer response

  08/06/2024

   
  Complaint: 21983471
  
  I am rejecting this response because:

  Once again, this does not answer my question. I understand that shingles come with a standard warranty.
  

  AGAIN MY QUESTION IS:
  Is the Owens Corning receipt from their Platinum Preferred Contractor for the extended warranty known as the Platinum Protected Warranty I received VALID or NOT?
  This is a simple question.
  Please stop responding to my question by stating I have a standard warranty.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 2014 I had Sears Home Improvement install an Owen’s Corning Roofing system. March 9, 2024 We removed the ceiling drywall in one room and found wet insulation. The next day it rained and water was coming in and dripping from 2 rusty nails we put about 4 buckets to catch the water. I contacted Owen’s Corning on March 18, 2024 ( since I have a warranty which covers workmanship. I was told I would need to contact one of their Owen’s Corning preferred roofing contractor network member, from a list they provided to me, which I did. On March 25, 2024 Steve and his colleague from Sunny Mac came to my home and inspected my roof. The sent me the report which stated the roof tiles were not installed properly as the shingles are buckling and cracking and not adhering They also felt the entire roof should be replaced. ( I will enclose the report with photos) I submitted Sunny Mac’s findings and photos as well as my photos inside of the leaking. Today April 15, 2024 I received email from Owen’s Corning denying my claim and said this is due to roof maintenance??? I called Sunny Mac who said roof shingles do not buckle and crack nor do all the nails rust from roof maintenance. I have all reports which I tried to download but it said file is too big but I will try to correct. I just can’t believe after 10 years I need a whole new roof and they are not taking responsibility. I have no trees in my yard so no branches nor leaves on my roof. This is not acceptable. If my file don’t go through please let me know so I can resend. Please help me

  

  Business response

  04/16/2024

  Hello, based on the review of the photos that have been received it appears the issues is dried up sealant around the chimney/pipe boot which is considered roof maintenance. These items break down over time and should be corrected. Your contractor does mention several other issues that were poorly documentated in the photos, such as "cracks, shingles no longer sealed." Please see the attached document, as we will need more photos to review for any potential manufacturing defects. I would suggest several photos through each slope showing shingles not sealed as well. Please call 1-800-ROOFING with any questions.

  Customer response

  04/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Hello, I'm not sure what photos came through so I will send with this email. First, let me say the pipe on my roof and chimney are not part of my dispute as THEIR contractor just listed all findings. My issue is the quality and or installation of the shingles installed on my roof. They are cracked and buckling and not adhering to the roof  and you can see the rusty nails,  this is where the water is coming into my home and I have buckets covering my floor when it rains due to leaks in my roof. Let me also say these leaks are not even close to the pipe or the chimney stack. I received an email from Owens Corning asking for more photos of the roof and they said I need to remove 2 tiles  where it is buckling and take photos. I did contact a 2nd Owens Corning contractor who will be out here April 24, 2024 to  take the photos that were requested. When I receive those photos I will send to you as well as Owens Corning. Also I'm not looking to be reimbursed the full $16,000 I paid but I need a new roof and feel they need to take responsibility for their work and quality of their product. After only 10 years I should not be in need of a new roof. The email also suggested the photos were not up to standard, well again I used the contractor they told me to use.
  
  Thank you,
  
  Sincerely,
  
  ******** ******

  

  Business response

  04/18/2024

  Hello and thank you for the additional information you have supplied us. The photos and report were originally received, however the video was not, so that has been uploaded to the claim for you. I appreciate you also going more in depth about what you and your contractor have seen. Please inform us immediately once the new photos are taken and sent in so that they can be reviewed immediately. If the additional contractor is charging you to come out, Owens Corning will cover up to $250 to have them do so, please submit an invoice from them so that they can be covered. Thank you.

  Customer response

  04/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did not click on accept business response because it said it would close out my case. Which I do not want closed until this matter is resolved.
  I appreciate the response and I will be in touch next week with new photos as requested. 
  
  Sincerely,
  
  ******** ******

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