ComplaintsforShaw Industries, Inc.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After months of complaining, and negative reviews, Shaw sent out 5 new boxes of ****** dockside hickory flooring. This was June of 2023, here we are August of 2024 and guess what the new boxes of flooring are separating and cracking. Informed Shaw and once again, we'll send out an inspector. I know what happens next, the inspector comes and sides with Shaw and nothing will be done. I encourage THE BBB to do something about this because there are 70 complaints about Shaw's LVP, and it's the same thing ,horrible product. How many people have to get ripped off before something is done. Maybe a class action lawsuit. I don't want anymore boxes, I want a refund because I have decided to go with a different floor. It has been 3 yrs and my floor looks horrible. 10 yr Warranty floor,good for high traffic. All lies. Shaw is false advertising .I bet the rich CEO wouldn't have this floor in his home. I want my money back.

  Business response

  08/19/2024

  Shaw had this material inspected by a certified independent flooring inspector.  The inspector found no product abnormalities or deficiencies in the installed or uninstalled material onsite.  He said the affected boards had creases at the ends indicating the ends were not properly aligned at the time of installation and force was exerted on them during installation causing damage.  Our installation instructions clearly advise "“Install the second plank in the row by angling the end tongue into the end groove of the first plank. Be careful not to bend the corner of the plank. Install the second plank in the second row by inserting the short end tongue into the previously installed plank groove. Align the plank so that the long side tongue tip is positioned just over the groove lip of the plank in the first row. Working from the end seam, at a low angle, insert the long tongue into the groove of the adjoining plank. Very little force is required to seat the tongue into the groove. You should feel the tongue lock into the groove.”  If the angles are too great, or too much force is used, then the joints can be damaged and leave a crease as seen onsite at the time of inspection.  

  All that being said, as an accommodation to satisfy the consumer.  Shaw will issue a credit to Lowes reimbursing our full cost on the material.  We will not give any consideration to expenses for labor.

  Customer response

  08/20/2024

  
  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

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Twenty-Year Warranty Attached below. We are empty nesters who bought Shaw carpet for our upstairs bedrooms and one downstairs closet. Close to $4000. We bought it from ****** ******** *** ********* about five years ago. It was supposed to have a 20-year warranty. The carpet has compressed and worn a great deal, even in rooms that are only entered for vacuuming from time to time. The previous carpet did none of this. After we approached ****** ********* about a warranty claim, they wasted almost six weeks finding out about the warranty. Manufacturer Shaw Floors agrees the carpet has compressed and worn poorly but they refuse to honor the warranty because we cannot prove we had the carpet (in unused rooms) professionally cleaned every 18 months.

  Business response

  08/15/2024

  Hello,

  After careful review of your claim and the details provided, we regret to inform you that we are unable to approve warranty coverage for the carpet until it is professionally cleaned.
  
  According to the guidelines set forth by the ****** *** *** ********* *****, professional cleaning is essential for maintaining the integrity and appearance of carpet. (*** 205 Residential Carpet Standard for Maintenance and Cleaning)
  
  During our assessment, it was noted that the carpet in question had not undergone professional cleaning, which constitutes a failure to adhere to the prescribed maintenance procedures. As a result, the damage observed cannot be attributed to a manufacturing defect but rather to a lack of proper care and maintenance.
  
  We understand that this may be disappointing news, and we want to assist you in any way possible.

  We recommend consulting a professional carpet cleaning service to address the current condition of your carpet. This proactive step may help in restoring its appearance and extending its usability.

  If after professional cleaning you continue to experience concerns regarding your carpet's performance, please contact Shaw. 

  Thank you,

  ******* ********* 

  SR Claims Manager

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We installed flooring manufactured by Shaw Flooring from ***** **** *********** The flooring came with a Warranty From ***** and Shaw Flooring, ***** is responsible for the first year, and claims greater than a year old are handled by Shaw Flooring. Shortly after installing the LVP flooring, areas peeled and the planks would not stay locked together. At that time, one of our children had to have open-heart surgery, and the flooring was installed over the next two years. We notified ***** and they were more than helpful in getting us the warranty claim form. We submitted the claim form as instructed, but the ***** Flooring manager told us that Shaw would deny the claim because they had seen it previously. We reviewed how we installed the floor with the ***** employees and they agreed we installed it in compliance with the instructions included with the flooring. We were contacted by an independent inspector sent by Shaw and the flooring was inspected and samples, box end, and a piece of underlayment were given to the inspector to submit to Shaw for inspection. After more than four weeks, we started trying to contact Shaw to see where the claim was. We finally contacted ***** ******** and she said she hadn't heard back from quality on the sample inspection and she would get the decision out to the Flooring Manager of the ***** store as soon as she heard from the Quality Inspector. After another week I reached out to the Flooring manager, he said that he had received an email saying the claim had been denied due to multiple reasons. All of those were things told in the included instructions to be done. A copy of the denial is included, additional information and pictures can be included if necessary.

  Business response

  07/30/2024

  Shaw has the samples from the inspector and we are having it reviewed by our quality manager.   We should have results within the next few days.   These results will be sent to the ***** store manager. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased flooring from ***** which is made by Shaw Industries. The floors were falling apart within a few months and one portion was fixed by ***** They continued to fall apart and ***** replaced them in 2023 nov They continued to have problems - the planks were not connecting right and they were coming apart ***** said to try the manufacturer for the warranty which is Shaw Industries Shaw Industries sent an inspector to the home in 5/2024 and said that both ***** and shaw industries would contact me about my claim I got an email from ***** sayings it was rejected but given me no reason I contacted Shaw Industries and they said to contact *****  I am handicapped and out 2700 dollars for the floors and have to put throw carpets over them so they were continue to fall apart

  Business response

  06/03/2024

  Mrs. *****,

  Thank you for bringing your concerns regarding the communication of your warranty claim to our attention. Following a thorough investigation, we promptly shared our findings, including a detailed inspection report, with the relevant store associate on May 13, 2024.
  
  Today, we have personally reached out to ***** *****, the representative at ****** Store #****, who has assured us of her commitment to contacting you. She will discuss the decision on your claim and ensure that you receive a copy of the inspection report.
  
  We trust that this proactive step will alleviate any uncertainties you may have regarding the outcome of your warranty claim.

  Kindly,

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

  Senior Claim Manager, Shaw Financial Services 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased Shaw Flooring’s PRO SERIES LVP flooring. The flooring has major manufacturing defects with long strips of the side and end of the planks. These pieces are sharp and have hurt my wife and I when we don’t see the broken pieces. I’ve contacted Shaw and they send a “Flooring Expert” to examine this problem. He reported back to Shaw that our floor was uneven. I put my level on the floor and it was level as I suspected. When we approached Shaw once again we were told that our sub-floor had “waves” in it causing the problems. They told us to hire our own expert ($500+) to examine the planks. Our general contractor examined the floor and declared the issue to be a manufacturing defect. The product has a lifetime warranty but it was not honored. We also contacted the company that we purchased the floor from (*****) and received no assistance in replacing the planks. Neither company would assist us. So, we now have to purchase new flooring. It will not be a Shaw or a ***** purchase. The bottom line is this; do not purchase Shaw Flooring products.

  Business response

  05/16/2024

  Mr. *****,
  
  Shaw has completed a thorough review of your warranty claim #****** and ******, due to concerns that the flooring was separating. As part of our investigation, we contracted an independent certified flooring inspector to conduct a site inspection and submit a report of his findings. A copy of the written report has also been attached.
  
  
  According to this report, no manufacturing defects or warranted performance failure were observed to be the cause of the separations in your flooring. The inspector concluded the following, "One plank, located at Main Entry door, that is missing a chip of the surface layer at the corner of the plank is consistent with damage that has occurred during or after installation. This is not a manufacturing defect. Five planks, located in the Kitchen, that are missing slivers of the surface layer along the longitudinal edge of the planks are consistent with damage from a substrate that is not flat to within the manufacturers flatness tolerance. (Citation 1) The broken longitudinal edges of flooring in the Kitchen are flexed vertically when stepped on due out of flat condition in these areas. This movement flexes the locking mechanism beyond its design capability, causing the sliver to break off from the edges. The squeak observed in the Kitchen near broken edge 3 is consistent with movement in the luan underlayment and/or wood substrate. The movement in this area along with the substrate being outside of the flatness tolerance is causing the missing slivers of flooring in this area. CITATIONS Citation 1 SmartCore Pro, RESILIENT INSTALLATION GUIDELINES FOR SPC PRODUCTS, Page 1, II. SUBFLOOR INFORMATION, All subfloors must be clean, flat, dry and structurally sound. The correct preparation of the subfloor is a major part of a successful installation. Subfloor must be flat; 3/16" in 10' or 1/8" in 6'."
  
  Shaw's warranty claim investigation has determined that the condition of your flooring is a direct result of failure to install the flooring according to the manufacture's guidelines.
  
  We are sorry that we are unable to help beyond this point. I understand that this may cause inconvenience, and we sincerely appreciate your understanding in this matter.
  
  Kindly,
  
  ******* *********
  Senior Claims Manager, Financial Services
  Shaw Industries Inc.

  Customer response

  05/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did not install this floor, a contractor working in conjunction with ***** where I purchased the flooring. Two flooring experts reviewed the damages and both agreed, separate from one another that the planks in question is delaminating and this was a manufacturing problem. The inspector that Shaw sent to my home gave contradictory statements on the cause of the delaminating problem. His first statement was that, our kitchen floor was not level. The second statement was that a part of the sub flooring had bumps and dips that caused the floor damage.

  By no means am I that gullible to believe that both reasons exist. If Shaw was paying for my time as flooring inspector I would determine that the issue was not Shaw’s fault. This way he would continue to be contracted by Shaw. His job, is, in my opinion, to make Shaw look like the good guys. 
  

  This type of flooring is manufactured to float and not to cause the delaminating in the same place on each planks. Shaw offers an alleged life and that warranty was not honored. For me to replace the floor will cost in excess of $3,000. I am disabled and had ro retire due to my disability. A fixed income from Social Security is the only income that I receive.

  i am a wood worker and I put my own level on the floors and it went to center bubble each time. This is a true indication that the floor is level. 

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

  Business response

  05/21/2024

  Thank you for bringing your concerns regarding the warranty flooring dispute to our attention. After conducting our initial investigation, we have determined that the cause of the flooring concerns is related to the installation rather than the product itself. There are clearly sub floor flatness issues, these are documented via measurements as well as by the way the flooring has movement - the flooring could not be able to dip down if the subfloor below it is sound and flat.
  
  To ensure a thorough and fair assessment, we recommend that you obtain a second opinion from an independent flooring inspector. This will provide an unbiased evaluation of the installation and help clarify any discrepancies.
  
  We understand the importance of resolving this matter promptly and to your satisfaction. If you need assistance in finding an independent flooring inspector, below you will find more information.
  
  The agencies that we accept certification from are ****** ****** ****** ***** **** ****** ***** ** ****. The websites below are the most used by consumers/retailers to locate an inspector in their area.
  
  ********* ********* *********
  
  If you receive a report stating that the issues with your flooring are due to a product issue, please submit that report to ****** and they will share it with Shaw.
  
  Thank you for your patience and understanding.
  
  Kindly,
  
  ******* *********
  Senior Claims Manager, Financial Services
  Shaw Industries Inc.

  Customer response

  05/22/2024

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

  This manufacturing problem and the delaminating that has occurred has been blamed on my floor being unleveled, waves in my subfloor and now the installer. This ploy is nothing more than Shaw Flooring’s method of denying that the flooring is defective and taking no responsibility in replace the floor. Shaw Flooring just does not want to honor it’s warranty.

  As I have told you before:

  I am disabled 

  I cannot afford to either hire another examiner ($300~$500) nor can I afford to replace the defective flooring ($3,000). My monthly income is $3,000 and I can’t afford to take either action.

  The flooring was purchased in good faith after examining Shaw Floorings lifetime warranty. Apparently that warranty is bogus and never meant to be honored.

  Shaw Flooring’s attitude and blame shifting in this incident is appalling.

  I expect your firm to perform the right and honorable course to rectify this situation.

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

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My flooring was installed 06-28-2021. The flooring has known issues and Shaw is saying it’s due to humidity in the flooring. My insurance says otherwise with their testing they did. This manufacture needs to honor their own words and their own warranties stated on their products. My daughter can’t even play on our floor because it’s breaking and lifting. This company should talk to the people who paid good hard earned money to make their homes nice! I don’t care that I am not a seller of the product. I’m the one who paid for the flooring. The tattered barn wood flooring that was installed in my house is terrible and I was told it was due to humidity in the flooring. My other test I have had done prove that is a lie. Shaw needs to back their product and honor the (warranty and waterproof labels). This is ridiculous and should be fixed.

  Business response

  04/29/2024

  Ms. ******** claim was received in our office March 5, 2024. Uninstalled samples of the material were requested for evaluation but were unavailable. A third party certified resilient flooring inspector was commissioned to evaluate the installed material. The inspector's findings indicated the issues seen were due to elevated moisture present in the concrete slab. It is the responsibility of the installer to determine if the moisture readings are within the required parameters before installing the new flooring product. There were no manufacturing issues noted by the inspector in his report. If Ms. ****** would like a copy of the report and the accompanying photographs, we ask that she provide her email address. 

  Customer response

  05/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I had another test done by my insurance and they said there was no moisture. Shaw just doesn’t want to replace horrible flooring. Read the comments and complaints. They speak for themselves. My floor is poor manufacturing. Not moisture. My insurance even did leak test and everything and there was no moisture found. Shaw just doesn’t want to replace all the bad flooring distributed that needs replaced! 
  Sincerely,
  
  ****** ******

  Business response

  05/17/2024

  We will be glad to review the report from the insurance company. Please attach a copy of the report results and any certifications the testing company has and we will submit them for review. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I own a retail storefront in texas. I contacted ******** ****** *********** to purchase flooring. The first transaction with them went smooth. I ordered White Sand Endura Click Plus Flooring Manufacture through Shaw, NO COMPLAINTS. Customers walked in and complimented me on the flooring and always asked for the brand (shaw) and specs. I have referred over 200+ customers their way. We are now opening our second storefront which happens to be RIGHT next door to a flooring company who also carries Shaw. We contacted the same company, same sales rep, and let them know we wanted to order more of THIS EXACT COLOR & STYLE. And let them know we had 7 boxes left over from our last order, needing a total of 52 boxes. Fast forward, our contractor installs the flooring and we go to see it for us to have TWO TOTALY DIFFERENT COLOR PLANKS installed on our floors. We inspected the boxes. Both read color 02013 however skus are different, item number different. We are now 16 days away from our grand opening with hideous looking floors and no resolution as to whats going on. We are needing a full replacement, including labor cost reimbursed and for the original flooring we ordered WHITE SAND to be delivered to our door steps within the next 7 days. If not, we will be pursuing this matter further. This has caused us so much stress and a delay in everything we have to do to get this store ready. We are at a standstill and I am livid. I have referred soooooo many people to SHAW now im furious.

  Business response

  04/17/2024

  Shaw received notification of this claim on 4/12/2024. Samples have been requested for evaluation and being shipped by ******** ****** for further review of the claim. Once received and reviewed, Shaw will work with ******** ****** on a resolution. ******** ****** should communicate findings and next steps with the end user.

   

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased and installed LVP 2 years ago. Ever since installing we have noticed issues with part of the planks breaking, and separating. This is not happening on every single piece. Shaw wants to blame it on the subfloor being uneven and improper installation when we took our trim off and allowed room for expansion. This flooring is brittle and when you pay for something name brand like Shaw it should be high quality, and durable and be able to withstand light foot traffic and installation. We had several pieces break during installation that we had to throw away, and several pieces in the box already broken from the start. This flooring is absolute poor quality

  Business response

  04/02/2024

  Mrs. *********,

  Shaw has completed a thorough review of your warranty claim #****** filed on March 5th, 2024, due to concerns that the flooring was separating. As part of our investigation, we contracted an independent certified flooring inspector to conduct a site inspection and submit a report of his findings.

  Click on the link below to access the complete inspection report, with photos. A copy of the written report has also been attached. 

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

  According to this report, no manufacturing defects or warranted performance failure were observed to be the cause of the separations in your flooring. The inspector concluded the following, "The separation, fracturing/breakage, and creased edges of the flooring material is the result of disengagement of the locking mechanisms from an out of flat subfloor/substrate condition.  A flat (within tolerance) substrate is critical for any floating floor.  Undulation of a substrate allows vertical movement of the finished flooring material, thus causing undue pressure on the side and end joints that will lead to failure of the locking profiles.

  Shaw's installation guidelines state the following. II. SUBFLOOR INFORMATION All subfloors must be clean, flat, dry and structurally sound. The correct preparation of the subfloor is a major part of a successful installation. Subfloor must be flat: 3/16" in 10' or 1/8" in 6'. 

  Shaw's warranty claim investigation has determined that the condition of your flooring is a direct result of failure to install the flooring according to the manufacture's guidelines. 

  We are sorry that we are unable to help beyond this point. I understand that this may cause inconvenience, and we sincerely appreciate your understanding in this matter.
  
  Kindly, 
  
  ******* ********* 
  Senior Claims Manager, Financial Services 
  Shaw Industries Inc. 

  Customer response

  04/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: I do not agree with this. There are several spots that are flat and still have the issue with the pieces breaking. The locking part of the flooring was very brittle to begin with as we had several pieces broke during installation that we had to throw out and use a new piece.
  
  Sincerely,
  
  ****** *********

  Business response

  04/08/2024

  Mrs. **********,

  Thank you for bringing your concerns regarding the warranty flooring dispute to our attention. After conducting our initial investigation, we have determined that the cause of the flooring concerns is related to the installation rather than the product itself. A floating floor installation can be compromised in all areas, even when there are only some areas with out of flat subfloors. 
  
  To ensure a thorough and fair assessment, we recommend that you obtain a second opinion from an independent flooring inspector. This will provide an unbiased evaluation of the installation and help clarify any discrepancies.
  
  We understand the importance of resolving this matter promptly and to your satisfaction. If you need assistance in finding an independent flooring inspector, below you will find more information. 

  The agencies that we accept certification from are FCITS, IICRC, IFCII, NWFA, ITS, NALFA, CTEF, or FDET. The websites below are the most used by consumers/retailers to locate an inspector in their area.
  
  ********* ********* *********  

  If you receive a report stating that the issues with your flooring are due to a product issue, please submit that report to ******* and they will share it with Shaw. 

  Thank you for your patience and understanding.

  Kindly,
  
  ******* *********
  Senior Claims Manager, Financial Services
  Shaw Industries Inc.

  Customer response

  04/09/2024

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

  I want to know if Shaw expects every single house in the county to have a completely level subfloor. Houses settle over time and sub floor can expand and contract with the weather as well. This flooring has terrible quality if it can not withstand houses settling etc. I do not agree with their response.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought Item# *******, model# **********, invoice# *****, po# *********, qty 14 boxes for 290 sq ft kitchen, ********* ****** stone vinyl title 12-mil x 12-inW x 24-in L, from ***** ** ******* *** ***** on 3/19/2022, the installer was *** ****** ********** * *** ************ he installed the flooring on 23 April 2023, I have the invoice if needed. He has been back at least three times to tighten up the flooring due to the small seams for locking comes loose, now the majority of the flooring is loose, I had another contractor come in to give me some advice, ***** ******** ***** ************, he pulled up many titles and try to lock them in, NOTHING, it will look tight but they want lock. The contractor who originally installed it came out two times to tight it up it still came loose. I had a independent contractor come out and he said the slots use for it to lock in place want stay lock, guess what Shaw industries had to say, claim denied due to the flooring was not install right cause it was to tight on the edges. **, do you tighten up flooring that is already tighten according to the denial claim? The same contractor installed the smartcore aliment flooring thru the entire house the same week and its good no issues. My question how many other people have had issues with this flooring and why did they discontinue it, Stone 12-mil x 12-in W x 24-in L Water Resistant Luxury Vinyl Tile Flooring (19.63-sq ft/ Carton) at *********. I have read others reviews on ****** flooring about this product and its not good!

  Business response

  03/25/2024

  Mr. ******,

  Shaw has conducted a thorough review of your Shaw Claim #******, your statements, and the statement you have provided from the contractor that installed your flooring. Our review confirms that the gaps occurring in your flooring are a direct result of improper installation.  However, as a gesture of goodwill, Shaw will agree to provide material credit with ****** store #****. Labor compensation will not be considered as a certified independent inspector concluded that the flooring was not properly installed.

  Since the model you originally purchased is no longer sold by ****** you can select any other comparable flooring product that ****** sells at store #****. You will not be responsible for payment, unless the product you select has a higher retail cost than what you originally purchased. Shaw has contacted a ****** flooring associate at store #**** on 03/25/2024 to confirm the process. Please contact a flooring associate at store #**** assist you in acquiring 14 boxes or 274.82 Square Foot of flooring.

  Kindly,

  Shaw Claims 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shaw will not answer or return my calls. ******* **** *********** * ****** ******* ** ****** March 22, 2019 5 year warranty on carpet Shaw Floors-manufacturer Style Information ***** **** ***** ****** ***** ****** ****** *** *** ********* ******** Flooring-Trade distributor for **** **** ********* *** ********* ** ***** Owners: *** and ******* ******* *** ******* (Dealt with the most) Operations Manager ************ ***** *********** (Was to send someone out to secure carpet to floor-did not happen) General Manager Warranty request: November 21, 2019 (***) (Complained more about his health, his wife’s health and COVID) December 3, 2019 (***) June 3, 2021 (***) November 19, 2021 (***) Carpet Cleaned: (plays a big part in warranty per Shaw) October 15, 2020 February 20, 2021 May 16, 2022 December 4, 2022 December 16, 2023 Master: Carpet looked worn out by eight months. No children, no dogs. Carpet tack strip-not placed, once placed, shifted. Second one placed and nails cut one's feet. Transition strip-not placed Carpet can be lifted off the concrete at least one foot up Guest: Padding-balled up causing bulge in carpet Carpet buckling Blade Cut in carpet d/t workman error Note: What voids a carpet warranty? All warranties will become null and void if carpets are not installed properly. Carpets that are not installed correctly are subject to delamination, wrinkling, buckling, matting, loss tufts, unraveling and overall texture failure.

  Business response

  03/05/2024

  Claim ****** was filed by ******** Flooring on the behalf of **** ****** on 6/4/2021 due to concerns with excessive wear of the carpet. Photos were provided at the time of claim entry and reviewed. The review of the photos shows the carpet to be matting and crushing which are not covered under the Home Foundations Performance Warranty. The claim was declined on 6/22/2021 based on the photo review, a copy of the decline letter was forwarded to ******** on that same date. 

  Regarding the installation related concerns Shaw does not control the installation of the product. Speaking to ******** they attempted to correct the installation concerns but Ms. ****** would not allow them to do so because she wanted to replace the carpet with hardwood flooring. 

  At this time there is nothing justifying this claim as a manufacturing related issue. The claim will stay declined at this time. 

  Customer response

  03/07/2024

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

  In a period of 8 months after the builder installation, the issues started to appear.
  
  Shaw would NOT answer my calls or respond to emails sent.
  
  Shaw refused to sent a District and/or Regional Manager to assess the carpet at my request. 
  
  **** blamed ********, in turn, ******** blamed Shaw.
  ******** stated “Shaw makes cheap carpeting”.
  
  ******** wanted to replace carpet with hardwood at a cost of $3,000.00, where is MY warranty.
  
  I am not paying for a warranty item when they were others mistakes. 
  Sincerely,
  
  ******** ******

  Business response

  03/07/2024

  Based on the additional photos provided as stated before no manufacturing related concerns are present in the carpet. The carpet releasing at the transition is a installation related issue that ******** has tried to remedy but Ms. ****** will not let the repair take place. Regarding the concerns with the carpet is not performing as expected, the carpet is performing as to be expected for a 25 oz. builder grade polyester carpet. Traffic lanes and pivot points will be present as this is a textile product. 

  Unfortunately, Shaw is unable to provide any assistance with this matter as it is not a manufacturing related concern. 

  Customer response

  03/08/2024

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

  The "wear and tear" Shaw states is after eight months of being installed. Their warranty is for five years. 

  The statement of "Ms. ****** will not let the repair take place" is not true. ******** flooring has not offered replacement. They stated "Shaw carpeting is cheap". When I asked about replacement of hardwood, they gave a price of $3,000.00. 

  When shown pictures of the carpet not being attached to the floor (one can see the concrete) the Manager of ******** emailed they would have someone come out and nail the carpet down. No one ever did and they will NOT answer phone calls or text from me. 

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

*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. ↩