Complaints

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Back in October 2021, I purchased Vinyl flooring for my home. I purchased Shaw Prodigy HDR Plus flooring (*********** ***** ****) and had it installed. The cost was close to $7,000. In September 2022 I started noticing the corners of the floor coming. Then I started to notice the floor was warping. I notified the installer and he told me that they had found out that was happening to other people using the Shaw vinyl flooring. In November 2022, he came over and took some pictures of the corners and the warping. He told me he would get ahold of the representative for Shaw and get back to me. He called the rep and emailed the pictures to them to look over. In January 2023, I was told they needed samples of the floor. The installer came to my house again and picked up an opened box of the rest of the vinyl flooring that was left to give to the representative. In April 2023, we were still waiting for a reply. The owner at the flooring store where I bought it said he had called and wasn’t able to get an answer. In August 2023, the rep got back to the installer and told him he had lost the samples he had been given. By this time, I had nothing to give to the rep unless they came and took part of my floor out. More time passed and no reply back. By this time, my flooring is warping even more and most of the corners are coming up. October 4th I was told we were getting the run around from the Shaw rep and they didn’t know what else to do. Nobody from the store where I got it will help me anymore. The installer doesn’t work there anymore so I have no way to contact a rep from Shaw. I have the whole conversation on text from the installer back when it started. I would appreciate if Shaw could replace my vinyl flooring with something that will not come up and warp. I'm not happy with what I paid for. I feel I got ignored by the Shaw rep.

  Customer response

  10/23/2023

  I sent over a couple of pictures of the corners coming up on my floor.  I have many more corners coming up.  I can send more pictures if need. 

  Thank you

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have made repeated attempts to get 2 boxes of cascade walnut flooring to replace the defective current product that keeps separating, popping, easy to break, & cracking to be informed that it’s discontinued. I can only get it thru *****. They tried to SO b/c Shaw says it’s still available yet they never ship it. They won’t ship it directly to me. I’ve contacted ***** about a refund but it’s past 90 days. After numerous calls to Shaw, I finally sent Shaw a letter requesting a full refund on 3-21-23. They never responded. I am done with Shaw. I just want my money back now so I can get new product to get my house back. The amount I’m requesting is $1,504.46 I have my receipts. Apparently I’m not the only one to have issues with this cheap flooring from *****. ***** will no longer carry it.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Our home was built in April 2021 and Shaw engineered hardwood floors were installed by the builder's subcontractor. Immediately after move in, we had cracks and splits in the flooring. The builder came out once (a week after move in) and repaired several spots. When more spots cracked in the following two months, we were advised by the builder that they were seeing problems with the flooring and we should wait until the 1 yr walk-through to repair. Flooring company came out March 2022, said there were so many splits they needed approval for repair. Three months later Shaw rep came out. Silence until independent flooring inspector called us in December 2022. Inspection done in January 2023, he filed his report with Shaw and no contact from them. The installer has gone out of business and Shaw refuses to share the results of the inspection and is not responding. The flooring inspector was provided with uncut, uninstalled boards showing the same damage as installed boards. The flooring inspector commented that demonstrated defect. The product is defective and this company could care less about honoring their product. I have cut my foot twice on two different splintering boards.

  Business response

  02/14/2023

  Shaw flooring commissioned an independent inspection which took place on 1/19. We received the report back and authorized repair to your flooring with *** ******** ********* on 1/27. This is where the flooring was purchased. Since you have not heard from *** ******** please contact them directly to schedule the repairs. Their contact # is ************. The person in which you need to speak to is ****. We have also emailed **** and asked him to make contact with you as soon as possible so that they can get this repair scheduled and completed for you. 

  Customer response

  02/14/2023

  [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: ********

  I am rejecting this response because:

  I am glad that they have finally provied a contact name and number since they have  not done so to this point. **** tells me that they have authorized 18 boards to be replaced and that the materials are on order. However, he is not sharing the information from the report. Since I have nearly 3,000 feet of this flooring in my home, I would like to see that report. Since the cracking and splitting has been an ongoing problem, I need to know the cause of the issue and need to feel confident that I will not be having this same conversation in a month. Unless they have something to hide, they should be willing to share that information with me. After all, I gave up two days worth of my time for their local rep and then the flooring inspector to come to my home. I have waited nearly a year for this repair.

  Regards,

  ********* *******

  Business response

  02/22/2023

  I will be glad to reach out to the dealer on your behalf and ask them to share the report with you. Shaw Industries is only able to share the report with the party that purchased the flooring directly from us which is *** ********. It would be up to *** Flooring to share that inspection report directly with you. I will go ahead and send an email over today to see if they would be willing to send you the report to the email address on the BBB file. We have ******************* as the email address. 

  Customer response

  02/27/2023

  [To assist us 

   Complaint: ********

  I am rejecting this response because:

  I contacted **** at * * * ******** on 2/23/23 and advised him thar you stated you would allow him to release the report and that you were contacting him via email to relay that message.  He said ok at that time.  We did not receive the report.  We contacted him today and he now says that he has not heard from you and has never known you to release a report. Another board splintered this weekend. There is obviously a problem with the flooring. 

  Regards,

  ********* *******

  Business response

  03/06/2023

  We have confirmed that the dealer does have a copy of the inspection report. We reached out to the dealer on 2/22 regarding your complaint and the dealer responded a short time after the email was sent. Unfortunately Shaw Industries is not able to provide a copy of the inspection report directly to you and it would be up to *** to provide you a copy of the report if they chose to do so. The only information that I am able to share with you is that Shaw Industries has authorized *** to complete repairs to your flooring. Any other concerns or questions we will have to direct you back to *** ********. 

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Carpet purchased and installed by ****** ******** in my area. I needed to have the carpet cleaned and it developed a mold mildew smell afterwards. I had professional cleaning services done per their warranty requirements and the smell continues and could potentially be a health risk. I asked for replacement since I did pay for warranty and they will not comply. They have stated it is my fault for cleaning the carpet. It’s unreasonable and in my opinion defective. It is a small room and I would like it replace or at least the padding replaced. A refund to replace and re-install the carpet is also my request since I only had it for a year and a half !

  Business response

  09/19/2022

  ********, after additional consideration, **** is agreeable to replace the room of affected carpet in the home of ****** ********.
  
  This concern is associated with **** Claim ******.
  
  Our Claim Manager has contacted the **** wholesale customer involved with this claim and has notified them of our approval of the claim and we have asked them to make the necessary material replacement arrangements with ****** ********.
  
  Please advise is **** may be of further service with this matter.
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩