ComplaintsforShaw Industries, Inc.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a large order including 1890sq ft of Cashmere Classic II (Bismuth) carpet from ****** ******* on 4/28/20. Their sales staff was great however within the 1st few months , I noticed that my “top of the line” extremely plush R2X stain resistant carpet was staining! I cleaned it per Shaw’s guidelines that’s listed on their warranty. I even purchased Shaw’s cleaner. I ended up getting it professionally cleaned when the stains seemed to keep coming back & spreading. After 2 tries of professionally cleaning it I was extremely frustrated! The carpet was díscolored bc the stains just wouldn’t come out & kept spreading. The company I purchased it from was great. They put in a claim , Shaw sent someone out & eventually the claim was approved & i thought everything was fine. NOPE!! Per the email from Shaw’s claim manager , they would replace it under “the Anso warranty” which I thought sounded right bc that was the top of the line & 1 of the reasons that I went with it in the 1st place (the great warranty). I looked on Shaw’s website and contacted the carpet company to find a “comparable Anso nylon” carpet that was priced close to the Cashmere Classic II that I purchased . Well now I’ve found it & it’s actually CHEAPER than my carpet that is in my home that I’m getting replaced. My current carpet is showing up as $7.89/sq ft on Shaw’s website right now, the carpet that I want to replace it with is $7.79/sq ft! However Shaw is telling me that I have to pay an additional $2200 to get that carpet bc they are only willing to credit me what I paid per sq yd for my carpet 3yrs ago BUT charge me what the full rate of the “comparable Anso nylon carpet” is today! Although the Anso warranty says it’s “100%” and “not prorated”. I want an apples to apples exchange. I should not be forced to have to get a lesser quality carpet as a replacement! If I wanted polyester carpet, I would’ve paid for that the 1st time. Attempts were made to resolve at vendor level with Shaw

  Business response

  04/25/2023

  I show that Shaw honored this claim on 08/11/2022.  ****** ******* was notified and credit for the original carpet was supplied to the dealer.  I do not show any additional correspondence on this claim from ****** *******.  If a replacement carpet has been selected, ****** ******* can supply the order number to the claims manager for review.  At this time, we do not have any information on a replacement nor any communication stating that Ms. ****** is responsible for any additional charges. 

  Customer response

  04/25/2023

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

  Per ****** *******, Shaw approved my warranty claim but due to health reasons and upcoming medical surgeries, I advised ****** ******* that I would not be getting it replaced right now and was told that would not be an issue. The attached emails show the correspondence between ****** ******* and myself in which they are telling me that Shaw will Not honor the exchange for the 100% Anso nylon carpet that I picked out. I Never chose a carpet in august so a credit should have never been submitted to ****** *******. Please see attached emails and the dates. 
  
  Sincerely,
  
  ****** ******

  Business response

  04/27/2023

  Shaw issues credit to our dealer when the claim is approved.  We will reach out to ****** ******* Inc. and discuss this claim and how to move it forward. 

  Customer response

  05/03/2023

  Date Sent: 5/2/2023 10:25:41 PM
  

  
  Complaint: ********
  
  I am rejecting this response because: I keep receiving contradictory and conflicting  information between ****** ******* and what’s reported from Shaw. (see attached emails from ****** ******* and screenshots)
  

  1) The Anso warranty states that Shaw will “replace with comparable carpet made with Anso nylon”. Pls see my attachments & definition of comparable. I chose a 100% Anso nylon that is like mine same weight and is lower in price per square yard than my carpet even on Shaw’s website (see attachment). That is the definition of comparable.  
  

  2) The Anso nylon warranty states that ALL Anso nylon warranties are NON- PRORATED. Please see attachment and the definition of non-prorated (A non-prorated warranty  does not decrease in value over time, ensuring comprehensive coverage throughout the warranty term). I am now being told that Shaw will only credit me for the orig purchase price Per Square yard that I paid in 2020 but they want to charge for the full retail rate of what the replacement carpet cost today. That is Not what their warranty states in writing (see attachment).  
  

  3) i was told on 8/11/22 from ****** ******* via email from Shaw claims mngr Summer Dounhe at the time (see prev attachments) that Shaw would “authorize replacement under Anso warranty “ (see attachment) which again states it is non prorated and does NOT state anywhere that it is based on the original purchase price or the original per sq yard purchase price.  

  4) I was told on 4/26 by ****** ******* that after speaking with April at Shaw, the new claims manager that also has been replying to the BBB messages I sent, that Shaw was willing to decrease the cost of Cozy Harbor I to $28.26/sq yd & Cozy Harbor II to $30.69 /sq yd & that my credit would still be $26.99 sq/yd & I would pay the difference. The difference would be $247.65 for Cozy Harbor I and $721.50 for Cozy Harbor II. I asked for it in writing the same day (4/26). When I followed up again on 5/2 asking for it in writing , I was told that the pricing “had increased” and that I was mistakenly given Shaw’s price not the retail rate!!! Now I’m being told that Cozy Harbor I is $35.49 and Cozy Harbor II is $38.49!  

  I am not trying to be difficult, all I want is for Shaw to honor what’s in writing listed on their warranty which is 1 of the main reasons I purchased their “top of the line”  Caress Anso Nylon carpet. If they only want to replace or repair carpet based off of the original per sq yard purchase price, than that’s what the warranty needs to state. Not using other terms like “comparable” and “non prorated”.

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

  Business response

  05/04/2023

  Shaw has agreed to honor this claim with material and reasonable labor.  Our warranties do state "If your Shaw EverTouch® nylon, ClearTouch® Platinum PET, ClearTouch® PET, or other Shaw warranted carpet does not perform according to our warranties, Shaw Industries will repair or replace affected areas of your carpet that do not perform according to the respective warranty with comparable carpet made with EverTouch nylon, ClearTouch Platinum PET,
  ClearTouch PET, or similar carpet to the warranted carpet. Shaw reserves the right to determine what comparable carpet is." Shaw has agreed to an upgraded carpet to satisfy this customer.  The wholesale cost per square yard provided to ****** ******* is the amount that Shaw agrees to cover and that will not increase. The agreed to amount will allow for the carpet to be upgraded from what was originally purchased. If the carpet selected is a further upgrade or higher in price, the difference will need to be paid by the customer.

   

   

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May 2021 we had Shaw luxury vinyl plank installed to the first floor of our home. In January 2023 the planks began to lift and buckle throughout several areas of the floor. In some rooms the planks actually came entirely out of their position on the floor. This has created a tripping hazard which makes it difficult for the kitchen floor to even be walked on. We used a third party, ******, who made the floor purchase, The floor is covered under warranty however they are stating that because a wheelchair was occasionally used it voids the warranty. The warranty received from the manufacturer, Shaw, does not specify this. The entire floor needs to be redone. I'm seeking help to get a refund for the faulty product.

  Business response

  04/19/2023

  It is Shaw's understanding that ****** and the dealer involved are working with this consumer to resolve the issue. 

  Customer response

  04/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: the Shaw product provided is poor quality.  The other companies involved are not taking ownership of the problem.
  
  Sincerely,
  
  ******** ****

  Business response

  04/25/2023

  We've reached out to ****** and they are actively trying to contact the homeowner to discuss and resolve the issue.

  Customer response

  04/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: I had a 3rd party flooring company assess the damage. They had never seen such a thing. They said the cupping of the planks appears to be from faulty material. They did not see how a wheelchair could cause that kind of damage to the planks. I want to speak with someone directly from Shaw. I also want a Shaw representative to come out to the house to assess the damage. ****** is not handling my concern satisfactorily. I want to work directly with Shaw since they claim to have a 30 year warranty.
  
  Sincerely,
  
  ******** ****

  Business response

  05/08/2023

  As mentioned previously, ****** is in the process of resolving with their member as they discuss options for resolution.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  SHAW CLAIM# ****** I am writing to file a complaint with SHAW industries regarding the quality of the of LVP flooring in my home. The initial flooring installed by ***** Homes (Shaw floors) had a defect, and ******* Flooring replaced it with Shaw floors in Sep/Oct 2022. However, I raised concerns about a white haze that appeared on the flooring after the installation. Despite multiple attempts to address the issue with ******* Flooring and ***** Homes, no resolution has been achieved. I even reached out to SHAW Industries for information on the claim that ******* Flooring filed, but they were unable to provide any assistance directly with the consumer. I requested SHAW Industries to inspect the flooring on my property, but they never accepted my multiple request that I personally made with ******* flooring. Instead, they asked me to ship them samples of the product which we did from the product left after the install. When the result came back, they acknowledged an issue with the flooring finish that should go away with time and would give me a $600 credit for the area that was tested by ******* Flooring. However, this issue persists in the entire living area, and my flooring looks unsightly, with smudges, haze, and an overall warehouse flooring appearance, even after multiple cleanings. SHAW Industries responded to ******* flooring and ***** homes by arranging a cleaning by Solid Surface Care, but the contractor did not show up to inspect the flooring the next day as I initially requested. I sent them pictures of the flooring when they checked on via acall and the white haze that appeared the next morning after the cleaning was completed. Solid floor care updated the notes to reflect the issue did not go away on the portal and I have proof of the communication. SHAW Industries has now closed my request to address the issue after the flooring company updated the notes that the issue has not been resolved, and ***** Homes has informed me that they cannot do anything to help. Despite my attempts to contact ******* Flooring, SHAW Industries, and SHAW, I have received no assistance in resolving this issue. I have pictures and proof of text communication that the issue remains unresolved. I am requesting your assistance in resolving this matter and achieving a satisfactory resolution to the flooring issue.

  Business response

  04/28/2023

  We will have the ******* Flooring Design Center reach out to you concerning your claim.   We have approved replacement with reasonable labor and will ask them to get with you on next steps.

  Customer response

  05/02/2023

  
  Better Business Bureau:

  Thank you for the update. I was surprised to learn that the resolution will involve costs for me, particularly for uninstalling and reinstalling the trims, plumbing in the 1/2 bath, and dishwasher, which I never anticipated. Furthermore, the trims are showing signs of wear and tear from the previous installation, and the installers did not fix the toilet seat correctly, causing it to topple when my 5-year-old was using it. Despite my efforts to address these issues myself, I do not feel that my concerns have been appropriately addressed.

  
  In light of these circumstances, I have a couple of requests:

  
  1) Can Shaw cover the cost of the plumbing and replacement of trims? The toilet downstairs is still unstable from the last time it was put back, which we had to fix ourselves. Additionally, the trims are already showing signs of damage from the first replacement, and removing and reinstalling them could cause further harm.

  
  2) Can Shaw compensate for the cost of materials and labor so that I can replace the flooring on the first level with a new product entirely? This way, I can budget for the expense and choose my contractors from Home Depot to replace all the Shaw floors we installed in the living area out of our pocket.

  
  Dealing with these issues has been quite inconvenient for me, particularly when it is not my fault. I hope that Shaw/*****/******* flooring can help address these issues as soon as possible.

   

  
  Best regards,

  ******

  Business response

  05/04/2023

  We are working with the retailer to help provide a solution.  Do you have an estimate of the costs involved with plumbing and trims?

  Customer response

  05/05/2023

  Date Sent: 5/5/2023 12:03:15 PM
  

  Yes,

  We would like estimates, plus request is SHAW could cover this under warranty.

  Thank you,

  ******/*****

  Business response

  05/05/2023

  We would need an estimate sent to us for what the expenses would incur.   We have reached out to the retailer and builder to get that information and will let you know what we can cover.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In September of 2021 we had flooring installed from Coretec. Specifically the Cairo Oak LVP. We waited months to receive the flooring and at one point was told it was probably sitting on a ship somewhere in the midst of summer and height of COVID. In total we spent $8,534 before install on product. We had the floors installed and by July of 2022, they started to buckle slightly in one area. Today, they are cupping all over despite expansion gaps which I sent pictures of to the warranty claim. I’ve been going back and forth for months while watching my kids run and trip on the flooring. Further, because I have kids and the floors are cupping, anytime I am cleaning I am sure there is water getting in the creases making it even worse. The reviews of this product have recently been very bad, all published around the same time as mine, which leads me to believe there are issues with the product itself. Perhaps sitting on a ship in the summer and being produced quickly did not lead to the best product. I would like for Shaw to refund me the install and material so I can replace my floors with product that will withstand its promised qualities or at minimum replace the product and refund me the labor since this was first documented less than a year of install.

  Business response

  04/04/2023

  Shaw has open claim in progress for the homeowner's flooring. An independent inspector has been commissioned to evaluate the installed material. A final decision has not been made at this time. 

  Customer response

  04/05/2023

   
  Better Business Bureau:
  
  The retailer the flooring was purchased from instructed me to hire an independent inspector, so I did that. The report should be ready in 5-7 days. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June of 2021 purchased 322 sq ft of carpet from The ****** ******* in Fredericksburg VA. I purchased the Shaw Lifeguard spill proof backing carpet in Texture Tonal and also the upgraded water proof padding. Shortly after installation, I'd say within three months I noticed considerable discoloration and staining issues with the carpet. It was widespread staining, not just a few spots. I contacted The ****** ******* with concerns and they did not respond favorably. I also had immediate concerns after installation that this was not the color carpet I ordered, but they insisted it was. Resolving to the fact that I was stuck with this carpet that was not the color I expected and that was staining horribly I stopped notifying the company and had it cleaned. Over a year and half, I've had this carpet cleaned four times professionally. I finally gave up and called Shaw for a warranty claim in November of 2022. I was told to contact the retailer to file a claim. I reluctantly contacted them and like I thought, were reluctant to file a claim. They insisted on sending their carpet cleaner out to clean the carpet despite me saying this would not help. He cleaned it an of course, it cleaned up well but only for a few weeks before the staining began again. After several attempts, a claim was filed. Shaw issued a replacement and I was told by The ****** ******* I could receive a check instead but Shaw told them I could not and If i did not use this for carpet replacement I could not use it at all. Please see attached word document for full details.

  Business response

  03/30/2023

  I spoke with **** ******** today and have agreed to send her a check for our cost on the carpet once she signs a release releasing us from any future claims.  I emailed the release earlier today and once the signed copy is received, we will mail a check.

  Customer response

  03/30/2023

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

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased Shaw Repel laminate flooring from a local interior design business in 2020. The flooring has a Repel water resistant laminate warranty. We had an installer from the company put in the floor, and we followed the Shaw laminate care guide to care for the floor for the last two years. The floor has numerous bubbles and warped areas. Shaw replaced a portion of the floor in 2021. The floor has continued to warp and bubble since then. Our local company filed a claim, and Shaw sent one of their inspectors out, who concluded without any observed evidence that the floor had "topical moisture damage" and Shaw was not liable to fix or refund the flooring. Shaw did not honor the Repel laminate flooring warranty which states that the floor "will resist damage from moisture due to normal cleaning practices" and "will resist damage from moisture due to spills." Despite following Shaw's care guide and wiping up any extra moisture on the floor immediately, Shaw is refusing to honor its warranty. Shaw insists that we hire an independent certified flooring inspector to give a second opinion. In our area, the closest inspector is over 150 miles away and we received a quote from him that it would cost over $700 for an inspection. We are unable to afford this risk as this time, and furthermore, we do not believe a second opinion at our expense should be the only next step here. Shaw is exhibiting extremely shady business practices with this purchase by refusing to honor its warranty, and we are extremely disappointed and will highly discourage anyone we know from purchasing any Shaw laminate. We are unbelievably frustrated by this entire experience and see that Shaw cares only about its bottom line and not honoring any sort of warranties it claims to have. For Shaw's reference, the claim is #******.

  Business response

  03/28/2023

  We have reviewed your claim and concerns. Based on the inspectors findings and the warranty for this product we will agreed to cover the cost of replacement material. We will be reaching out to the dealer in whom you purchased the flooring (C** ************) to give them the approval. 

  Customer response

  03/30/2023

  
  Complaint: ********
  
  I am rejecting this response because Shaw only refunded a materials credit for future use if we purchase a Shaw product, and we would like to receive a full refund for cost of the materials. Please see attached email for reference. We are not seeking a refund of the cost of labor. We will not be purchasing a Shaw product again as a result of Shaw's customer service throughout this transaction and warranty claim, and as a result, a refund of material credit is an unacceptable resolution.
  
  Sincerely,
  
  ***** *****

  Business response

  03/31/2023

  A credit for the cost of your materials will be issued to the dealer in whom you purchased the flooring. That credit can be used to purchase another vendor flooring it does not have to be Shaw. Credit was already issued to the dealer on 3/28. The dealer will be able to use that credit towards another floor. 

  Customer response

  03/31/2023

  
  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,
  
  ***** *****

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a laminated floor installed by National Floor Direct in my home .The manufactures of the laminated flooring was Shaw Laminated Flooring .I reached out to National Floor Direct several times to no avail.I was told by Floor direct that I needed to contact the manufacturer so I finally did they sent out a inspector to inspect the floor, there was wrapping & pick holes in the floor my claim was denied.The laminated tile is not leveled as you step on it it dips some.The inspector noted that the subfloor is flat within requirements wherever inspected. I don’t know how one determines face damage in a plank apposed to a prick hole.I am on the second floor and not the first floor.The first floor is a finished basement ,it’s insulated there is sheet rock between the first floor & the second floor.The second floor is a sub floor underneath the laminated floor ,I don’t know how the inspector came to that conclusion ,there is some inconsistency in what the inspector is stating .Claim ****** The floor was installed in March 2019 I noticed the defects in 2021 .I reached out once again to National Floor Direct ,NFD never told me that I had to contacted the manufactures ,if I had known this I would of contacted the manufactures some time ago .There is a 5-15-25 year warranty on the product .

  Business response

  02/24/2023

  We commissioned a 3rd party certified independent inspector to review the flooring installed in your home. The inspector did not find any manufacturing defects in the material installed in your home. The two issues that were addressed were localized swollen joints as well as what was described as prick holes. The inspector concluded that the localized swollen joints (3 joints) were caused by moisture damage to the planks that occurred some point since the flooring has been installed. The 3-5 planks with prick holes were determined to be locally caused damage to the planks. Per the inspector close inspection show both the face and the core to be scraped, gouged and indented in these planks. Both concerns are locally caused issues and are not a manufacturing defect and would not be covered by the terms of the warranty. If you do not agree with or dispute the inspectors' findings, you are more than welcomed to commission your own certified inspection for a second opinion. The inspector must hold an active certification in laminate flooring. A few websites to find a certified inspector that we would recommend would be www.fcits.org or www.iicrc.org, if you choose to have a second inspection completed the inspection report can be submitted to Shaw for review. 

  Business response

  03/02/2023

  Once you commission another inspection and receive the report we will be happy to review. 

  Customer response

  03/03/2023

  
  Complaint: ********
  
  I am rejecting this response because there was some inconsistency in the report 
  I feel this report is false 
  Sincerely,
  
  ******* ****

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We notified ******* that the luxury vinyl plank flooring made by Shaw Flooring has a manufacturer defect. ******* sent a letter requesting us to send receipts in which we did. ******** then sent out a flooring person to conduct an inspection and provide a report, many items in their report were not factual (they said there was no moisture in the attic and one cat in the house). Our attic has plenty of insulation and they never went into our attic. We have 2 cats which are outside cats and when it is cold we let them into the garage, not the house. Not sure why this was ever mentioned in the report as it is not relevant. ******** then sent a letter stating they weren't going to warranty the flooring as per Shaw. We called Shaw and left several messages and finally were told that Shaw's agreement with ******** is that ******** will warranty the floor, NOT Shaw. Furthermore, we submitted photos along with a report to ******* via mail of the flooring manufacture defect. ******** then sent a letter stating they were "looking into it," and then we received notification that they weren't going to do anything about the manufacture defect to the floor. They said to contact Shaw but Shaw tells us that their agreement with ******** is that ******* will warranty the flooring sold, not Shaw. ******** is stating that the flooring was installed incorrectly, however, I have installed many floors in the past with no issues my daughter who works in the insurance industry and is a certified flooring installer we both installed the flooring as per manufacturer installation specifications. We are not asking for reimbursement for the labor it took us to install the floor, all we are asking is for reimbursement of the cost of materials that were purchased at ******* due to the defect in the flooring. We are extremely disappointed that Shaw will not help or will not refund us for the cost of the materials due to their flooring defect. ***** ******* (************)

  Business response

  02/16/2023

  An independent inspector was commissioned to review the installed material. The inspector stated that the material is gapping due to the subfloor being out of tolerance per installation instructions.  The end joints were broken due to impact damage that occurred at the time of installation. The inspector also stated that the moisture level was on the high side for the installed flooring but did not mention the attic or moisture in the attic.  The inspector did provide photos that support his findings. Based on a second review of the report and photos, Shaw stands behind our decline. 
  
  

  Customer response

  02/17/2023

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

  Your flooring inspector is wrong, the things he said in his report are inaccurate (like stating the attic has no insulation when he never even got up in the attic).  We actually also had a flooring inspector who said it was a manufacturer defect to the flooring. We provided the report to you and *******.  The floor was installed by a certified flooring installer. There was no installation issue to the floor.

  If there are things said in your flooring inspectors report that are in accurate then their report overall is questionable.  It seems to me they are working for you and aren’t a third party.

  Still yet you will not respond or call us back and say that your agreement is with *******. However, ******* is telling us that we need to call you.

  All we are wanting is reimbursement for the materials (just the defective flooring). We are not even asking for reimbursement of the labor.  

  Thanks, *****

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

  Business response

  02/20/2023

  We are working with ******* to get a copy of the 2nd inspection report to review.    Shaw has not received this 2nd report.   If the consumer would like to send us a copy, please email it to ***************************. 

  Customer response

  02/21/2023

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

  **********

  we just emailed you the report to the email address provided.  All we are asking for is reimbursed for the materials cost of the vinyl floor.  
  
  Sincerely,
  
  ***** *******

  Business response

  02/22/2023

  Shaw received a drafted letter but this is not a certified inspection report and does not state which certified inspector re-inspected he material. The material does need to be inspected by a certified independent inspector if you disagree with the original report. If a second inspection please the send the inspection report. 

  Customer response

  02/23/2023

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

  Good morning,
  The Shaw flooring warranty paperwork states that we need to provide valid proof of purchase, a detailed description of the issue along with photographs of the issue.  
  The Shaw warranty also indicates the warranty covers manufacturing defects.
  We have provided you with valid proof of purchase, a detailed description of the issue along with labeled photographs of the manufacturer defects to the Shaw flooring.  Nowhere in your warranty does it state we are required to provide you with a report from a certified flooring inspector.  Again, we are only asking for reimbursement of the flooring materials only.  We keep tripping over the flooring manufacturer defects and we would like to pull up the flooring that we have put down.  We have not yet put the other flooring in as half of the flooring we purchased is still sitting in the original boxes (unopened) as we are trying to get this resolved.  We would like to return the unopened boxes and we’d be more than happy to also return the flooring that’s currently down.  Again, we are just asking for reimbursement for the materials cost on the flooring. 
  
  Sincerely,
  
  ***** *******

  Business response

  02/24/2023

  Shaw sent an independent inspector to review the installed material.  At the time of the inspection the inspector did not find any manufacturing defects.  As a courtesy, Shaw will cover the cost of the material.  ******'s will be notified or Shaw's decision in order for the claim to be finalized. 

  Customer response

  02/24/2023

  
  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.
  

  The resolution provided is that Shaw will cover the cost of the materials.  ******'s will be notified of Shaw's decision in order for the claim to be finalized.  
  

  If there’s anything we need to do in the meantime please let us know.  
  

  At this time, we will be waiting for the reimbursement cost of the flooring materials.

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

  Customer response

  03/06/2023

  I accepted the resolution for complaint #********. However, the resolution is not being followed through with. We took the flooring that was in boxes back and they gave us a refund but told us the remaining floor that we have to pull up will be store credit. The resolution we had previously stated Shaw would cover the cost of materials not give us store credit. At this time we have been refunded for 24 boxes and there is another 30 boxes we need refunded for once we bring the flooring back to the store. Could you please make sure ******* is aware you are covering the cost of the flooring so we can get a refund for the remaining 30 boxes? All we have asked from the beginning is a refund for the flooring materials.

  Business response

  03/06/2023

  Shaw will reach back out to ******'s to get clarification and to help resolve the claim. 

  Customer response

  03/08/2023

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

  Good morning, 

  I followed up with ******* this morning (************ ****** ***) and spoke with Daniel (one of the stores general managers) who indicated nobody from ******* had heard from anybody at Shaw.   I am sending an email to Shaw and if you get this message please email Daniel at **************************.com and you can also cc myself at ******************* OR ****************** so that we can get this resolved.
  
  Sincerely,
  
  ***** *******

  Business response

  03/09/2023

  Shaw is conducting further research and reaching out to our contact at ******'s.

  Customer response

  03/18/2023

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

  We received a call on Tuesday, March 14th from Daniel at the ********* **** ******* who indicated Shaw would be sending us a check for the remaining 30 boxes.

  Could you please confirm and let us know when the check will be sent out?
  Sincerely,
  ***** *******

  Business response

  03/20/2023

  Shaw will be cutting a check for the 30 boxes of material.  ******* will be sending a release letter to Mr. ****** to sign and once this letter is returned with the signature, a check request will be processed. 

  Customer response

  03/29/2023

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

  Good afternoon,

  we faxed and mailed the requested document with our signature and it was notarized.

  we still have not received a check. Could you please advise on if you have everything you need and when a check will go out or went out?

  thank you!

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

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased SmartCore flooring for about 2400 sq. ft. in our new construction home. It began separating and we had been steadily working with the warranty company. They kept saying it was a problem with our humidity or our fireplace. We have a setting on our furnace for humidity and there are no issues to the flooring at or near our fireplace so they are not representing themselves correctly. The laborer installer kept coming back to adjust our flooring by sliding it back and forth into place but it would go right back. I mentioned my fear that this was not going to be fixed by the time the warranty ended and the gentlemen overseeing the repairs said they would honor it even after the warranty. I phoned Lowes, the manufacturer of SmartCore and they got the same answer. I have a text showing that the installer came on his own. The owner/supervisor of the installation company said they were not supposed to do it without a work order but did not offer anything but stated it was out of warranty. Seems like they just stall for time until the warranty is out. I tried telephoning Lowes again and could not get anyone to answer the phone. I left another message today. This is a very disturbing experience to pay so much for so much flooring to have it buckle and separate. Please help us as this is our new construction home. I have a copy of the installation and flooring costs which total $14,472.04.

  Business response

  02/07/2023

  At this time, Shaw Industries has not received a claim for this customer or conducted any research to the validity of the claim. Please go to the Lowe's store where the material was purchased and have Lowe's file a claim with Shaw Industries in order for the claim to be researched and resolved. 

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We built our home here in E. Northport NY with Shaw-engineered flooring back in 2004. We purchased it from Professional Flooring in Rome GA. They are no longer in business. We noticed recently that the floor is splintering. It is not happening on every plank but it is happening sporadically in each of our 4 bedrooms. The product name is Avalon (AVC01) and the color is Maple (00100). The flooring has a lifetime guarantee on it. Shaw sent someone to evaluate the floor. " According to this report's conclusion, at the time of inspection, the flooring was found to be exhibiting face-checking and dry cupping. The concerns with the dry cupping and the face checking are consistent with "fluctuations in environmental stability". See the attached warranty and care and maintenance documents regarding Shaw's recommendation to maintain the relative humidity in your home between 35-55%. Based on Inspector's findings, no manufacturing defect was found. Shaw is unable to honor this claim as a manufacturing defect. This is a ludicrous response especially since we were never told: "having a relative humidity of between 35-55% was the only way to enforce a warranty claim." If this were true then my entire floor would look like this but just sporadic boards. We also have a dehumidifier in our basement yet the report shows we don't have one. This flooring has been well taken care of. We only dry-mop it with a dust mop and use Bona which we get from Home Depot every few months. . Most of the flooring is covered with runner or area carpets. This defect has occurred both under the runner and on the open floor. This is clearly a defect in the product. To offer nothing but a "sorry" is not an acceptable business practice. I do not expect that after 20 years I would have new floors courtesy of Shaw but they did not even offer to fix what hair clearly failed.

  Business response

  02/01/2023

  We have reviewed you concerns. Shaw flooring that exhibits manufacturing defects those defects will normally present themselves pretty quickly after installation. I do see that you have some concerns with the inspection report. We would be glad to take another look at this claim from a manufacturing standpoint. If you would like you can commission your own independent inspection for a second opinion. The inspector must hold a current hardwood flooring certification. Certified flooring inspectors can be found online from flooring site such as https://www**********/ or https:/***************************/

  If you would prefer Shaw to commission another inspection for a second opinion we would be glad to do that as well. We would send a different inspector in your area to your home to complete another inspection. We would review the new report and disposition the claim. If a manufacturing issue is present we would be glad to talk to you about the next steps. 

  I have also included a copy of your products warranty. This explains what is covered and what type of items are excluded from the warranty, 

  Please let us know if you would prefer to commission your own second inspection or you would like for Shaw to send another 3rd party inspector out to review your flooring. 

  Customer response

  02/02/2023

  Thank you for your response. The gentleman you sent was very thorough and I don’t doubt or question his knowledge on flooring. My issue is that this checking and cupping (I hope I have the terminology correct) is not consistent on every board (or every room for that matter) . It is sporadic, some in places of heavy traffic some in place that are covered by rugs. If the humidity or environment were the factor, it would be consistent on most if not every board. To send another “independent inspector” that is hired by Shaw is pointless. For me to have to hire my own inspector and have Shaw fall back on the fine print is pointless . I am not asking you to pull up my floors and replace them , I’m asking for replacement boards for what is damaged which is 50 and 60% of my floor. Either way, I’ll be forced to replace this flooring . 
  

   

  Business response

  02/08/2023

  I sent the inspection report and you concerns over to someone in our quality group to review. Their review indicated all wood will not react the same to moisture. The biggest difference will be spring wood and summer wood graining. With that said the relative humidity appears to have been on the extreme low end and with this material being installed 20 years it will show the effects of low moisture, low humidity and RH. Per the independent certified inspector the cause is not due to manufacturing issue and Shaw will not be able to participate in the claim. For the flooring to change after 20 year of installation outside factors would have to be considered. Manufacturing defects would  normally present themselves within a two year timeframe of installation. With your flooring being installed 20 years ago and with product changes we would not be able to find flooring that would match your flooring in color, thickness, composition and profile as these have changed over the years. 

  If you do not agree with the findings in the report you are more than welcomed to hire your own certified independent inspection and get a second opinion. If that inspection were to say something different you can submit to Shaw for further consideration on this claim. 

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