ComplaintsforShaw Industries, Inc.

• 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,
  
  ******** ******

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I strongly advise against purchasing Shaw flooring. Within two months of installation, my luxury vinyl plank (LVP) flooring began to click, creak, and show signs of warping. When they dispatched an inspector to assess the situation, the conclusion was biased, blaming the installation contractor. Even if I were to employ 10 different installers, the same problems would arise, indicating a defect in the product's clicking system, possibly related to its V-groove design. Having installed LVP flooring in several of my properties without any issues, this experience leads me to question the impartiality of the inspector and the quality of Shaw's flooring product. Claim #******

  Business response

  03/01/2024

  Shaw commissioned a third-party inspector to avoid any bias in the report. If the customer feels the report to be bias, they have the right to commission their own certified inspector and submit that inspection report to Shaw for review of the findings. If there is uninstalled material available, it can be provided to the dealer, and they will forward to Shaw for further review of the claim.
  
  

  Customer response

  03/01/2024

   
  Complaint: ********
  
  I am rejecting this response because: I've had luxury vinyl plank (LVP) flooring in several of my properties and never faced any issues like this before.  I know from my own experience that LVP flooring can be very reliable. This is the first time I'm seeing problems like clicking, creaking, and buckling all over the house.
  

  Since I've used this type of flooring a lot and haven't had problems, it seems strange that the BRAND NEW house would have these issues because of the inspector said the subfloor being uneven. It makes me think the problem might not be with the floor underneath but with the vinyl flooring itself .
  
  Knowing how well LVP has worked in my other properties,  It's more likely there's something wrong with this model of flooring (V groove LVP)
  
  Also when you step on the edge of the floor, there's a noticeable gap that sinks down ( picture attached with and without weight on the edge ), which i have identified as the source of the clicking sound. and the inspector failed to mention on the report or did not take any picture. The presence of a gap that depresses under weight is a clear indication of  material defects that are not related to the subfloor's flatness or the placement of molding nails, as suggested in the contractor's report
  
  Sincerely,
  ***** *****

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2-6-2024 Indianapolis, IN PLEASE HELP! My claim # ****** was approved for replacement carpet around Jan 4 2024. I was told by the Claims Manager that I can chose any Shaw Product for replacement. I specifically ask him what would happen if I choose a Shaw Product that the carpet company who I am working with does not carry and he told me as long as it is a Shaw Product, they can get it delivered to the carpet company. After selecting Shaw Canvas Comfort I Quiet Time Carpet *********** for my replacement carpet and taking to the Sales Agent, he said it was a very nice carpet. Then, the next time I spoke to him about the status of my order for the carpet, he said they cannot order the carpet at all and to call the Claims Manager. After calling and speaking with the Claims Manager again, he now tells me that I must ordered a Shaw Product the carpet company is able to ordered. I told him this is the same Shaw Floors brand that the carpet company now carries in their store. However, he tells me it is a different style. I did tell hi that he did not mention this before and I do not understand as the carpet is Shaw Floors brand and the carpet company carries this brand. I feel like I am getting the run around after being told I could choose any Shaw Floors Product. PLEASE HELP! I would vey much like the Shaw Floors Canvas Comfort I Quiet Time Carpet *********** carpet for replacement. The carpet is more expensive and I am willing to pay the additional $319.00. I have been looking for nearly two months since Dec 19, 2023 to find a comparable quality carpet. AGAIN, PLEASE HELP me with my selection! Am I being forced to choose a less quality carpet rather than the carpet I chosen with comparable quality and that I am willing to pay the additional cost? All the information along with pricing was submitted with my claim number to the Claims Department by email yesterday. Thank you.

  Business response

  02/08/2024

  Shaw is currently working with our sales rep and the account to get the selected material ordered.  

  Customer response

  02/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, Need more information from Shaw Industries when will the carpet be ordered and delivered to carpet company for installation in my home? Thank you. 

  Sincerely,
  ** ******

  Business response

  02/08/2024

  At this time, there is not a definitive date.  We are working with the retailer to have material ordered.  Once everything is confirmed

  , the claims manger will update you.

  Customer response

  02/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I need a more definitive time and date as this answer is not sufficient because it only takes a few hours a in one single day to place an order for carpet.  So, will the Claim Manager be contacting me within 3 business days which is Wednesday February 21 2024?   
  

  Sincerely,
  
  ** ******

  Business response

  02/16/2024

  The claims manager spoke to the Shaw sales rep and he advised the dealer is waiting for Ms. ****** to reach out to confirm the style and color that she is wanting ordered.  Once this is confirmed the dealer can place the order for Ms. ******. 

  Customer response

  02/16/2024

  I selected Shaw Canvas Comfort I Quiet Time Carpet *********** for my replacement carpet and took sample to place the order already to the Sales Agent, he said it was a very nice carpet. Then, the next time I spoke to him about the status of my order for the carpet, he said they cannot order the carpet. I was told by the Claims Manager that I can chose any Shaw Product for replacement. I specifically ask him what would happen if I choose a Shaw Product  the company does not carry AND Claims Manager told me as long as it is a Shaw Product, they can get it delivered.  I have tried to order  Canvas Comfort I Quiet Time carpet as stated above now need your help. Can you help Sales Agent get this carpet on order please? Thank you.

   

  Business response

  02/26/2024

  Ms. ******, the claims manager is reaching out to our sales rep to have an order placed.  The retailer will be in contact to confirm what you are requesting, and the order will be placed.  Please follow up with your retailer for confirmation.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shaw flooring is not standing behind warranty for their product. Only wants to refund the cost that ***** bought the product for NOT the cost i paid. The product is junk and there is a history of class action law suits to this company. None current that i could find. I and the rep from ***** has provided many documents and pictures to Shaw and still they refuse resolve this issue. Will NEVER purchase a "Shaw" product again!

  Business response

  01/31/2024

  Mrs. *******,

   

  Shaw has conducted a thorough review of your Shaw Claim #******. Our review confirms that Shaw has fulfilled its warranty obligations by issuing credit to ****** for 12 boxes of model **********. The next step is for ****** to order replacement of 12 boxes or 330.96 Square Foot of flooring. Since the model you originally purchased is no longer sold by ****** and labor is not covered due to the installation being done over 5 years ago, 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 01/31/2024 to confirm the process. They will be in contact with you to assist you in acquiring 12 boxes or 330.96 Square Foot of flooring. 

   

  Kindly,

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

  Senior Claims Manager

  Shaw, Financial Services 

  Customer response

  02/01/2024

  
  Complaint: ********
  
  I am rejecting this response because this is a joke. 12 boxes of new flooring does not replace all the shaw flooring that is damaged.  

  i purchased 18 boxes to put in my home, ***** credit card refuse to send the charge for the other 6 cases. NOT Accepting a partial replacement from shaw.  They can send someone to my home to verify.
  
  Sincerely,
  
  **** ` *******

  Business response

  02/02/2024

  Mrs. *******,

  Shaw has agreed to issue credit for an additional 6 boxes, bringing the total amount credited 18 boxes or 496.44 Square Feet of model **********. This information has been adequately communicated to ****** store #****. A flooring associate at ****** will assist you in acquiring 18 boxes or 496.44 Square Foot of flooring. As previously stated, you will not be responsible for payment, unless the product you select has a higher retail cost than what you originally purchased. 

  This completes Shaw's warranty obligations as stated in the term of the warranty.

  Kindly,
  ******* *********
  Senior Claims Manager
  Shaw, Financial Services 

   

  Customer response

  02/05/2024

  
  Complaint: ********
  
  Once ***** contacts me and they understand that 18 boxes is being replaced, then i will change this to an accept.  But not until I have some type of confrmation that ***** will stand behind what the Shaw rep is offering.

  
  
  Sincerely,
  
  **** ` *******

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* **** Flooring installed vinyl plank flooring manufactured by Shaw Industries in December 2021 in our home. Our whole house of 1500 square feet was done and cost us, $14, 407.00. In June 2023, I called ******* **** to tell them that my floor was buckling, lifting and strips were peeling off the edges of the planks. Though the flooring box of planks states that it is “100% waterproof, pet proof and worry free”. ******* ****, finally decided to file claims with the manufacturer, Shaw Flooring (because they have other customers that have problems with their floors). (Claims # ****** and # ******) I have called Shaw Flooring many times but was only told to call ******* **** Flooring for the determination of my claim. What I have been told by ******* **** Flooring is that Shaw Flooring has made a determination that Healthy Flooring does not agree with, yet again nothing is being done to correct my floors. Shaw Flooring did send a third party inspector ***** **** from ******** *********** ** ******* ***** ******** ******** ***** ******** (Cell) According to ******* **** Flooring, Shaw Flooring keeps denying the claims that they submit and ******* **** does not agree with this determination and neither ******* **** or Shaw Flooring are fixing my “warrantied” floor. Shaw Flooring have statements in their “30 year extended Worry Free Guarantee”

  Business response

  01/30/2024

  The customer claim has been reopened and will be reviewed further. We will update the customer with the results when available. 

  Customer response

  02/15/2024

  I have not heard from Shaw since they reopened my claim. I would like update. 

  Business response

  02/20/2024

  An emailed response was provided to the homeowner with ***** ****** at ******* **** Flooring copied in on February 1st. The email address the correspondence was sent to was [email protected]. A link to the inspection report was included in the email. A copy of the link is also below: 

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

  Customer response

  02/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:  1) I did not receive a email from ***** ****** from ******* **** as it states in your letter. I have search and searched my computer. 

  2) Thank you Ms ***** for the copy of the Shaw Inspection report.  I have never seen or  received this before.  But again, I have not heard anything from ******* ****.  I have  left numerous messages for ***** ****** to call me.  The business' response is not satisfactory as there has been NO final decision made to rectify and fix my floors.  Again or should I say Still...Shaw Flooring and ******* **** Flooring seem to be pointing fingers at each other with no determination of when or how my floor situation will be completed.  Thank you for your assistance in this matter.    ****** ***********  ************  

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a modular home from ******* ********** dba ******** ****** ***** ** ********** in 2020 and closed on our home in November 2021. By August 2022, we noticed major issues with our flooring. Shaw hired a professional inspector to inspect the floors. The floor was shown to have major manufacturing defects. Shaw hired installers used by **** to replace the floor under our warranty. Two months after the floor was installed, our floors started to have cupping issues again. Shaw sent a professional inspector in June. ******** ******* told us that there were no manufacturing issues found with the floor and that we would have to get another inspector at our own expense if we disagreed. We contacted Shaw for more details on the claim, who sent us to **********, who sent us to **** for more info. ****, ********** husband, told us to continue to work with Shaw if needed and most likely get another inspection. Because we kept getting passed around and not getting any help, we gave up for a while, not knowing what to do. Our floor kept getting worse and worse. We were finally going to hire our own inspector in November, since the floor was getting so bad, but we decided to ask Shaw for a copy of the June inspection first. We got that copy on November 6, 2023. While it’s true that the floor did not have manufacturing issues, there were major installation issues found due to the subflooring not being properly prepared. We immediately reached out to ****, and after many emails back and forth, we knew that they weren’t going to willingly replace the floors. We tried to sue ******* ********** in small claims court but lost because the magistrate said we had to provide evidence of who hired and paid the installer. He said that is who should be responsible for replacing our floors. Shaw is refusing to give us this information, which is in our right to have since it's our claim and since our floor is still bad and nobody wants to take responsibility. We need transparency.

  Business response

  01/25/2024

  In response to Complaint ID ********, Shaw has conducted a comprehensive review of warranty claim #******. Following this thorough examination, it has been determined that there are no manufacturer defects or warranted performance failures attributable to the issues with your replacement flooring.
  
  
  It is important to note that Shaw does not engage in the service of hiring or contracting installation companies. Our primary focus is on the manufacturing of flooring.
  
  
  Concerning your request for information, please be advised that Shaw is unable to disclose any customer or account-related information.
  
  
  We regret any inconvenience this may cause and appreciate your understanding.

  Customer response

  01/26/2024

  
  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

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Shaw opened my warranty claim fraudulently for the builders flooring company. Shaw agreed to take full responsibility of the hardwood even though the installation was done poorly by the builders flooring company. Shaw had me pick out another company off their website. I picked ******** ******** in McKinney, Tx. ******** replacedy floors in September 2023. Right away, there was a toxic vapor inside my house that we thought was from mineral spirits being saturated on my hardwood. Shaw sent an inspector that even acknowledged the strong odor. However, Shaw Claims Manager ****** ******* tried to blame the consumer, stating the cracking done on my 3 day laid hardwood was because I used **** microfiber mop and the humidity inside the house was 3% higher than their guidelines. I told ****** and Shaw that I had to keep windows open to ventilate the vapors. The vapors caused headaches, nausea, eye irritation, bleedy noses, cats getting sick, etc and Shaw could care less. After 2 months going back and forth and being blamed for this, ****** tried to have me sign a warranty waiver. I refused, threatened to take to social media. ****** then agreed to replace the hardwood without any waiver signed. 3 months, I have ******** back out and they ripped up 3 boards and the toxic, poisonous vapors got released that you can smell it outside across the street. I had the fire department out and they even said the vapors are strong and worried about it being flammable. Shaw then told me no one is allowed inside my house since it's unsafe. Shaw sent another inspector out who got nauseous and was coughing. Shaw refuses to send that inspection report to me. The owner of ******** opened up Shaw's 3 N 1 Adhesive for me to smell, it sure enough it's Shaw's product that caused health issues, toxic vapors, etc. Shaw now is forcing the consumer back inside the house that is full of dust and vapors and says "oh well, floors done". Shaw agreed to have air ducts cleaned and walls painted, but nope

  Business response

  01/08/2024

  Claim #****** was investigated, and it has been concluded that it is not a manufacturing issue or defect. However, in order to assist the homeowner and our dealer, as a courtesy, Shaw has covered the expenses for the new flooring and labor required for its replacement. Additionally, as a courtesy, Shaw has covered reasonable incidental costs for this consumer. We are pleased to inform you that the replacement flooring has been successfully installed in the home as of 12/28.

  Customer response

  01/09/2024

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

  Shaw has refused to provide a copy of the inspection report dated December 12th 2023 that indicates that their adhesive caused the chemical reaction exposure inside my 2 year old house. ****** ***** Divisional Claims Manager stated in an email that there was indeed a chemical reaction exposure inside my 2 year old house. No one from Shaw has stepped foot inside my house to indicate that the chemical exposure is gone. Shaw has refused to acknowledge that the house wasn't finished with cleaning, rugs cleaned, furniture replaced because of Shaw forcing their consumers to sleep on their couches for 3 months because Shaw refused to acknowledge a chemical odor inside the house even though on September 21st 2023 there was an inspection report that indicated there was a odor. Shaw continued to blame their consumer from September 21st-November 7th 2023 that we were lying about the fumes. On December 11th 2023 when ******** installers ripped up 3 boards, the fumes were so bad they called the owner of the company. On December 12th, Shaw had an inspector come out and that inspector was also getting nauseous and coughing because of the fumes. Shaw Warranty Rep ***** told us it was unsafe to be inside the house and that NO ONE can step front foot inside including my 2 cats. Shaw agreed to pay for roughly $9k to ******** to have them clean the air, clean the air ducts, clean my rugs, and furniture. All ******** did just do a air scrubbing which was done prior to the floors being installed. Shaw knew there was multiple steps. Shaw has refused to acknowledge there is still a toxic vapor inside my house, refuses to acknowledge that there was a chemical reaction exposure inside my house, refuses to fulfill their promise to pay for everything to be cleaned, refused to acknowledge that their consumer had formaldehyde exposure. I've asked for a copy of the inspection report because of health reasons because this is causing respiratory issues, nose bleeds, diarrhea, headaches, watery eyes, nausea, and not to mention what it's doing to my 2 cats. In fact, I have it on recording on December 22nd 2023 that the owner of ******** brought over an sealed gallon of Shaw's adhesive that was used inside my house and had opened it right in front of us. Both my mother and I smelled it and it was indeed that toxic fumes odor that Shaw forced us to live with for 3 months. I even have it on recording on December 11th 2023 when ******** installers ripped up 3 boards and the fumes were released, the owner of ******** confirming it was Shaw's adhesive. Shaw has poisoned their consumers, they know they did, that's why they refuse to send the inspection report and are trying to cover up. This is a health concern that can cause cancer and even death. I have all the emails, Shaw's calls are recorded and it's all documented that we've been saying there was a fume odor inside the house since September and still inside the house as of today January 9th 2024. No one from Shaw is certified to make determination that the chemical reaction exposure is gone nor are they certified in air quality testing. Not even ******** installers or the owner is certified. Yet both companies are forcing the consumer to live with fumes that are flammable and that can severe health issues like cancer and death.
  
  Sincerely,
  
  ***** *****

  Business response

  01/18/2024

  Shaw disagrees with Mr. ******* assessment of the claim. We thoroughly investigated the claim and found no manufacturing defect with the floor in the home. As a courtesy, Shaw agreed to replace the floor in the home and this was completed December 28, 2023. We paid 100% for the material and the labor to remove the floor and reinstall a new floor. In addition, we paid to upgrade the original floor to a more expensive floor. We paid for a cleaning company of Mr. ******* choice to clean the home. We covered hotel costs for several weeks while the floor was being replaced. Our products are safe for consumer use. The adhesive is certified ***** ***** ****. We have far exceeded the terms of the Shaw warranty. 

  Customer response

  01/18/2024

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

  Shaw repeatly REFUSED to acknowledge back in September 2023, from September 18th-December 11th 2023 to be precise that there was a chemical fumes inside my house. Shaw has every phone call recorded and I am providing emails that's saw Shaw first tried to blame me as the consumer because I used another brands product; **** instead of making Shaw a profit and using their product to clean my hardwood floors. They also tried to blame me because of the fact I had to keep my windows open 24/7 to ventilate the house because it was very unsafe for me, my mother, and my 2 pets to live in. Shaw continued to refuse this situation even when their own inspector on September 21st 2023 even stated there was an odor, it tingled his sinuses. Now granted we had the windows open and AC down to 64° to help ventilate the house but I as the consumer had to live with that fumes inside my house for 3 months because of Shaw REFUSING to acknowledge the smell. Shaw agreed to pay ******** by reimbursing ****; the owner of ******** floors. Both Shaw and **** knew there were 4 separate quotes. 1) to be done prior to the hardwood floors installed 2) 3 couches deep cleaned because Shaw kept those couches inside my house because Shaw wanted to blame the consumer because Shaw couldn't make a profit on me. 3) a quote for my rugs to be deeped cleaned because again, my rugs are inside my house for 3 months because Shaw refused to acknowledge there were deadly fumes inside my house. And 4) to have my air ducts and house completely cleaned top to bottom and walls included AFTER the hardwood floors were installed. Shaw acknowledged this and has yet to fulfill their written agreement.  As far as the deadly fumes, I have it on recording that on December 11th 2023, **** the owner of ******** stating on record that the deadly fumess I, my mother, and my 2 cats were smelling was from Shaw's adhesive. If it's not Shaw's product, why is Shaw refusing to provide me a copy of the December 12th 2023 inspection report that is needed for medical purposes? My mother has asthma, has had nose bleeds, headaches, nausea, Ive experienced diarrhea, nausea, headaches, throat irritation, watery eyes, etc that is commonly found in formaldehyde exposure like in Shaw's adhesive.  Shaw continues to refuse to provide this even though they claim it's not their product. Shaw has provided me a copy of the inspection report done in June 2023 and September 2033, but refuses to provide this one when I was exposed to a deadly fumes inside my house for 3 months. The smell is still in my house, Shaw refuses to answer any calls or emails. Next step is filing with the FTC and Attorney General in Georgia. Shaw isn't certified to making decisions on if a consumers house is safe to enter and live in after a chemical reaction exposure like ****** ***** Divisional Warranty Claims Manager stated in an email December 15th 2023.  Shaw took responsibility for all this because Shaw knew this was their product. Just because it's certified doesn't mean I didn't receive a bad batch. ****, the owner of ******** stated on record that they put the same adhesive that was on the same pallet in other consumers homes in the Dallas area. To think others maybe exposed to deadly fumes because of Shaw's product is scary and I doubt Shaw has notified them. Just because their product is certified doesn't mean someone put the wrong amount in those on that pallet. It's the same as pharmaceuticals and then having to recall batching of medication due to higher/lower amount of things. Shaw knows what they did and why they have refused to send me a copy of that inspection report because even that inspector was very concerned about the adhesive (Shaws) that was put inside my house. I also have it on recording that ****, owner of ******** opening up a brand new 3 N 1 Adhesive from Shaw in front of me on December 22nd that both my mother and I smelled and it was the same deadly fumes smell that Shaw forced their consumers to live with from September 15th- December 11th. This can be played in court if Shaw wants to go that route because Texas is a one party contest state and it's on record that the smell the consumer had to smell for 3 months came from Shaw's adhesive. ****** ***** Divisional Warranty Claims Manager even tried to use the fact my mother is asthmatic and calling my mother "sensitive" to smell is highly offensive, she is not a licensed medical professional and to use someone's health against them can be caused for the ADA to be contacted.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased Dublin-Silver Strand-Gray 39.3 oz.Nylon Loop Carpet from **** ***** on 3/22 to carpet our entire upstairs and stairs to our basement. The reason we chose the carpet is because we have 2 indoor cats and it has a 25 year stainproof warranty and petproof warranty. There are 2 of us in the house and we do not wear shoes in our house and our cats are house trained and only have minor issues at best. After 6 weeks of having the carpet we noticed a lot of tracking marks and this isn't a high traffic area and my wife spilled a water based drink in our office, nothing beaded up and it stained the carpet. Over the next 12 months the condition kept getting worse and worse, more track marks and more small stains. We tried repeatedly to clean it ourselves with resolve and a carpet cleaning unit with no luck. Since day 1 this carpet has been vacuumed once a week and we have a cleaning company come 2 times a month to clean out house, we followed the maintenance instructions for the carpet perfectly. On 7/23 we had **** Cleaning come and professionally clean this carpet and still the stains/markings would not come out. The **** rep said that this carpet should not be in this bad of shape after 18 months. We then filed a warranty claim with HD about our issues and then told us a independent advisor would be out the look at our issue on the behalf of Shaw. After a long examination and research it was deemed that there were no issues with the manufacturing of the carpet and that we did not maintain proper care of the carpet. So by vacuuming 4-6 times a month, using proper cleaning practices for spills and having it professionally cleaned isn't maintaining proper care, I would like to know how to do it better. I read what the warranty covers and everything that is happening is covered and what Shaw is saying is that their warranty is a complete lie and worthless. We paid a lot of $$$ for this carpet specifically for the 25 year warranty. Someone needs to fix this!

  Business response

  12/18/2023

  Mrs. *******,

  Shaw Claims has thoroughly assessed your previous claim and determined, based on the findings of an independent certified flooring inspector, that your carpet is not being adequately maintained. Enclosed, please find our carpet care and maintenance guide along with a copy of the product warranty.
  
  According to the warranty, "NO CARPET IS ABSOLUTELY STAIN PROOF." While your Shaw Residential carpet is inherently stain-resistant, some staining may still occur, especially over time and in high-traffic areas. These carpets will enhance your ability to clean up stains, not prevent stains. Depending on the type of substance causing the stain, removal may require repeated cleanings, and some stains may not be removable. The more time that elapses before removal, the more difficult a stain will be to remove.
  
  As outlined in the inspection report, multiple stains, including pet urine, were identified during the inspection and were left unattended. The inspector successfully lifted many of these stains and cleaned soiled areas by blotting the affected areas with soap and water. The fact that the stains could be lifted indicates that the carpet is performing as expected, even though the stains were not promptly addressed as recommended by the Shaw.
  
  Shaw may, at its sole discretion, choose to have the affected area of the carpet professionally cleaned. Consequently, Shaw recommends that you engage the services of a Carpet Cleaning Professional (you can find a certified service provider at The Carpet and Rug Institute's website: **************). If, after professional cleaning, there are stains that remain unremoved, kindly take dated photos and visit your Lowe's store to initiate a new claim. At that juncture, we will reassess your claim.
  
  For your reference, a comprehensive copy of the independent certified inspector's report is linked below.  

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

  If you have any further questions or concerns, please do not hesitate to contact us.

  Thank you,

  Shaw Home Center Claims

  Customer response

  12/20/2023

  
  Complaint: ********
  
  I am rejecting this response because: Everything you replied back with to my issue is either false information or opinion based not base on actual facts. False Info - you stated that the spills/issues were not attended to in the proper amount of time and we didn't follow the correct maintenance needed. I am not sure how you come to that conclusion when you were not present at the time of the issue. I can confirm that any issues were addressed immediately after they happened, we did not just sit around and do nothing to prevent the spill form soaking in. This carpet is supposed to bead up water based liquids and it doesn't. We also follow the same cleaning guidelines that is stated in your manual. You also stated that we did not use the proper technique when treating the stains that you outlined in your manual. In the notes from the independent inspector they mentioned numerous times when treating the different stains they were applying water with DAWN DISH SOAP. I read your treatment guidelines from beginning to end and at NO point did I see anywhere in the stain treatment steps to use DAWN DISH SOAP. Lastly- you stated we didn't follow the correct cleaning patterns as to prevent these issues from happening (opinion based). So by regularly vacuuming, treating any spills/issues immediately after they happened and having the carpet professionally cleaning by **** carpet cleaners in the 18 months that we owned the carpet that these are not the proper ways to treat/maintain good carpet standards. I am not sure how we could do any better

  We have done everything that is needed to avoid the issues we are having with your product. We have followed the guidelines in your manual and even had it professionally cleaned, this carper should not be in the condition it is after such a short amount of time. Your response takes ZERO ownership over the issues we have stated, YOU HAVE A FAULTY PRODUCT that isn't living up to the standards your company set. This issue needs to be addressed by your company! After looking around at other reviews we are not the only people having this issue with this carpet so this isn't a 1 off scenario 

  Stand behind you product, good, bad, or indifferent! 
  
  Sincerely,
  
  ***** ******

  Business response

  12/20/2023

  After further review, Shaw will honor replacement of your floor of equal value.   The approval will be sent back to the **** ***** store.   Please get back with the store to order your replacement. 

  Customer response

  12/21/2023

  
  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,
  ***** ******

*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. ↩