ComplaintsforShaw Industries, Inc.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Shaw trying to avoid paying for a defective floor in my house and my fathers house. Floor is coming apart in my fathers house. Was installed correctly. They are stating that floor boards coming apart are from installation. It has been a back and forth process with this company. They want me to hire someone to tell them how crappy their product is in the first place. If they simply just provided additional product to fix the defective parts of the floor or simply prorated the amount of what the floor is worth, I wouldn’t be filing this complaint. Bottom line is any corrective action would take from their bottom line . I have attach a picture showing floor was installed correctly. Doesn’t take a rocket scientist to install this floor . Greedy ******** .

  Business response

  04/11/2022

  Shaw Industries hired a third party independent inspector to review the flooring installed in both homes. The inspector determined that the issues observed with the installed flooring are installation related and not product related. If there is uninstalled material available from the original install, the material can be sent for testing to further rule out manufacturing issues.  If material is not available, the consumer can hire their own independent inspector to review.  

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Shaw flooring in our office is damaged after less than a year after having it installed. We filed a warranty claim and an inspector came out and sent his findings to Shaw. They are claiming that our office chair wheels caused the damage to our flooring and denied the claim. They offer a great warranty but never follow through with it. It's flooring for God's sake!! How can flooring not withstand chair wheels being rolled on them?!?! It is also starting to lift in our hallway. Our A/C unit went out in September 2021 and the flooring started bubbling in our living room. It was okay again after our A/C was replaced so it is our word against theirs and it would not have been visible in a picture so I did not bother. I do not even want this flooring any longer and want it replaced with a different brand. I am done with Shaw. After looking up Shaw flooring on Google, there are lots of negative comments about their flooring and how they don't honor their warranty. I want the $12,632 I spent refunded to me. I would also like another $2,000 for my time as I now have to spend time finding a new flooring installer, new flooring and 3 days of another install. I have not uploaded the pictures on my phone to my computer yet but can send them at your request. Thank you.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/02/14) */ We are in the process of reviewing the claim filed with Shaw along with the statements provided in this BBB complaint. If there are additional photos we can review, please forward.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  REFER TO BBB CASE#: ******** MD: -I contracted ****************************** (***) who is a dealer and installer to Shaw Floors in the Virginia Beach area-On 09/15/2020 *** installed ~ 1400 SQ FT of Vinyl Plank Brio Plus Color Highlight Oak # VE285 in my newly purchased Condominium at **************************************-Few months later several Planks separated and got loose moving when walking on them. *** did some patch work fixing the separated Planks-Two months later the problem of Plank separation happened on the entire floor. *** file a claim with the manufacture Shaw to get their support on why the job failed and if material is defective (note material is waterproof/watertight and warranted for life by Shaw).-Shaw sent an expert/inspector to my residence to check and report the issues encountered. the expert reported back that installation by *** is faulty as it did not follow the guidelines of spacing/gaping of vinyl interlocked floors-*** did not agree to Shaw's expert report and did not want redo the job but did some pathing in few areas which did not fix the issue as most of the floor planks are now separated and their movement felt when walking (getting to be a tripping hazard)- *** rEFE Now more than a year passed with frequent communications to Shaw and *** Via telephone, email, text messages) to repair/replace my floor at no avail. My floor now is a tripping hazard!-*** insist that my subfloors are moist and the job need redone after proper sealant is applied to the subfloors but *** want to charge me $4,200 for the rework effort and they will cover the material.-why sealant was not applied first time if they knew subfloor was moist? at the time of first installation *** sealed only one room which also now have planks separated and moved?-why is Shaw providing lifetime warranty and not honoring the warranty and why Shaw is not supporting their dealers and installers?- I need my floors fixed and replaced.-Please see attachments for details

  Business response

  02/15/2022

  Consumer Response /* (3000, 6, 2022/01/28) */ ***Document Attached*** ***Document Attached*** on 01/21/22 the installer (AFS) reiterated his offer for doing the rework with the right sealant applied to the subfloors with me sharing 50% of the rework/reinstallation cost, and that new material provided by Shaw. i agreed but need Shaw acceptance to the approach used this time (See attached). while i commend AFS for trying to resolve thE issue ( maybe on behalf of Shaw!) and also reluctantly accepting for paying 50% of the rework, I am very disappointed that Shaw lifetime warranty for both material and reinstallation cost was not honored but lets move forward. Business Response /* (4000, 8, 2022/01/28) */ Shaw has reviewed the rework estimate and we agree that the moisture issue needs to be mitigated. The use of a concrete sealer and a 6 mil polyfilm should address the moisture issues and result in a successful installation. Consumer Response /* (2000, 12, 2022/01/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I explained reason(s) for accepting last business proposed resolution. I will contact AFS to proceed with the rework as outlined in AFS 01/21/22 email and accepted by Shaw (the Business) in their final response 01/28/2022. i will immediately inform the BBB to reopen the case should business revert back and do not proceed with the resolution as outlined in this case.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My new home was built by ****** and I went to closing on 2/17/2021. I selected the Luxury Vinyl Plank which is a Shaw product and ****** installed it in the kitchen and foyer. A few months after moving in, we noticed that there are shoe prints in the flooring (kitchen and foyer) that cannot be removed. We put in a service ticket with ******, and they sent their flooring subcontractor (****'s Flooring Corporation) to take a look. ****'s tried several times to remove the shoe prints with different products that were recommended by Shaw, but it didn't work. ****'s said they filed a claim with Shaw on my behalf, which resulted in another contractor coming to my home to inspect the floors. This floor inspector said it was his job to take photos, complete paperwork detailing the issue, and provide a report to ****'s and/or Shaw. It's been over 30 days and I've tried to follow up with ****'s and the inspector, but neither will return my call. I decided to contact ****** again since my home is still under the 1 year warranty, but ****** stated that this is Shaw's responsibility. I just want my floors repaired or replaced. Since this flooring is still under warranty, I'm pursuing this matter with Shaw.

  Business response

  12/27/2021

  Business Response /* (1000, 5, 2021/11/18) */ We will work with the flooring retailer to get more information and follow up with you. Consumer Response /* (2000, 7, 2021/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm only accepting the response from Shaw because they need to investigate from their end and contact the flooring retailer who is a 3rd party. I will give them 7 business days to follow up with me, and if they don't, I'm going to reopen this case. Seven (7) business days is Wednesday, December 1st. Consumer Response /* (3000, 11, 2021/12/06) */ The business never followed up with me. Please reopen my case. Business Response /* (4000, 13, 2021/12/07) */ We reached out to the retailer and the inspection report has been sent to your builder. Have they sent you a copy of the report? Business Response /* (1000, 18, 2021/12/14) */ We have previously reached out to the dealer as well as the builder on behalf of the customer asking them to please forward the report. Since they have failed to do so a link to the report has been sent to the email address on file **************** with disposition of the claim.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/15/20 and 08/04/20 I purchased 27 boxes of Matrix-Franklin HCKRY. $860.58(Rosenberg *****) + $213.42(Sugarland) . The flooring was installed in September(09/17/20) by a licensed and experienced contractor. This is a new home, I have lived here for one year. There are no issues with sub flooring. I have had two Texas Department of Housing and Community affairs state inspectors to inspect and no issues were found. All manufacturer installation instructions were followed precisely. Sub flooring is smooth, clean, flat and structurally sound, again the home is new. An independent contractor came and initially agreed there is a problem with the flooring locking mechanism also stated there wouldn't be a problem because he has pictures of the discrepancies. I am so surprised when I was notified of a denial. Surely this must be an over sight or mistake. This warranty denial is unjustified. I have spoken with representatives from the Federal Trade Commission and was advised to appeal and request full refund. This flooring is discontinued and no longer carried at the ***** stores. I am requesting refund of flooring and installation cost.

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/11/09) */ After further review, Shaw will cover the replacement of the floor of equal value. Consumer Response /* (3000, 7, 2021/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not a satisfactory response. Again, due to the negative and unfortunate outcome : I am requesting a refund of price paid for materials and labor. I am not willing to reinstall this flooring in my home. Business Response /* (4000, 9, 2021/11/10) */ Shaw will cover the $860.58 for the Franklin Hickory. We are contacting the store for the purchase order for the Sugerland material. As soon as we receive this information, we will cover the $213.42

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Defective flooring installed in my home. Shaw flooring rep admitted to me in person the flooring was defective, however Shaw is saying they will not cover it because I am not the original homeowner. The bottom line is, The product itself is defective. Regardless of the fact that I am the second homeowner, Shaw should warrantee their defective product. The product should've been recalled as it does not meet the standards as indicated and promised on their website.

  Business response

  11/24/2021

  Business Response /* (1000, 5, 2021/11/03) */ In order for us to review, we will need to get some additional information. Do you know who the flooring retailer involved is? Also, we will need to know the type of flooring (hardwood, laminate, tile, etc) and the name of the Shaw representative you talked to.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have spent over $20,000 in shaw flooring product and labor and within 1-2 years , this flooring is cracked, large pieces broken off. After replacing the broken pieces 2 times, same stuff happens. This flooring is absolutely trash and i would like my money refunded to me.

  Business response

  11/24/2021

  Business Response /* (1000, 5, 2021/11/01) */ Shaw Floors will be glad to review the stated concerns. To start this process, the homeowner would need to contact the retailer from where the material was purchased and request for a claim to be submitted. Consumer Response /* (3000, 7, 2021/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted ****'s, the retailer where I purchased the flooring. On 3 different occasions, the store has told me that this is not their issue or problem and it needs to be handled by Shaw flooring. I also contacted ****'s customer service 800 number and they even told me that it is not their problem and it is something that Shaw needs to handle. It appears that Shaw Flooring is shifting the blame to ****s for their defective flooring. The store manager at my local store also told me that they have stopped selling this flooring due to extensive complaints and problems. Shaw flooring needs to handle this issue as they are the ones that have sold defective flooring. Thank you ************* Business Response /* (4000, 9, 2021/11/02) */ Shaw does not have a claim in our system. If the consumer would email me a copy of their proof of purchase, we will start an investigate on their flooring. Email address is *************************

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid a flooring contractor to install Shaw Legacy Collection ceramic tile throughout most of the first floor of our home. We had issues with the contractor, which we resolved in court for install damages to our home only. The quality of the tile is now a major issue. It is chipping from regular wear and it's 18 months old. It does not appear to be glazed tile, as the boxes and order state. It leaves streaks when water is applied and wiped up. I believe the tile is defective and have been unsuccessful in getting a Shaw flooring representative out to examine it. This makes me never want to purchase or use Shaw flooring materials again. My home is 11 years old and the flooring looks like it's ancient and falling apart. By far the worst flooring I have ever seen or dealt with. I want a Shaw rep to see the state of this tile and help me understand why it's falling apart.

  Business response

  10/13/2021

  Business Response /* (1000, 5, 2021/09/28) */ The warranty for this product is in place for up to 1 year from the purchase date. Based on the information provided by the homeowner it appears this product falls outside of warranty coverage. Unfortunately, we would be unable to review this matter further.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/25/2020 i purchased a high priced (promised high end) vinyl floor. I spent $4,052.26 on just the flooring. Immediately the floor showed every spot, footprint ect.... I went back to the place of purchase and they gave me a specific floor cleaner made only for this floor, nothing was resolved. I followed warranty directions. Finally I filed a claim ,an inspector came out and agreed there was a problem. However to my surprise the inspector denied claim. All I want is to resolve these spots, but apparently I am better off asking for a full refund.

  Business response

  10/28/2021

  Business Response /* (1000, 5, 2021/09/21) */ We will re-open your claim and review the information. We will provide an update to you this week. Consumer Response /* (2000, 9, 2021/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Business Response /* (4000, 13, 2021/09/24) */ The contact at your retailer is off until Monday. We will follow up again early next week with next steps. Consumer Response /* (3000, 21, 2021/10/05) */ I did reply you said that he was reopening the case and then I'm waiting for another inspector to come to the house Business Response /* (4000, 23, 2021/10/05) */ We are working on having a service provider come in and try to professionally clean the floor. The retailer did not know of a service in your area and we are working with our internal group to find someone in your area to do this. We hope to have someone that is certified to do this service this week.

*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. ↩