ComplaintsforU S Floors

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased 713 square feet of CT Galaxy cartwheel oak vinyl on 4/17/2020. After the installation the locks started buckling and the panels splintered. I’ve installed this vinyl multiple times and never had a problem. I think this material was defected from the manufacturer. If the material was recalled due to defective manufacturing I request a return of $2148.39 our total cost.

  Business response

  01/24/2023

  I've reached out the the consumer asking for additional information regarding their purchase.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Made an order for over $10,000 check was cashed on Sept 30th. Was told order would arrive around Oct 11th. Business confirmed order had been placed and in transit. 3 weeks later called USFlooring about my order. It had not been placed. They would look into it without using my name but inquire whether I was interested in making the order from the business. I received a call back from US Flooring saying the business made the order on October 17th but no details could be given. On October 19th the business informed me that they spent my money on other things and needed a week to make it right. Not only did this business deceit me but USFlooring also lied to me about this order and as far as I'm concerned they were covering up for this business. I'm not sure how the business knew to contact me about the issue as I never gave consent to use my name. As far as I'm concerned I was scammed.

  Business response

  10/21/2022

  What retailer (please provide the business name) did you purchase the material from?  Shaw/USF doesn't sell the product directly, we sell through flooring retailers.   We will reach out to the retailer involved with your concern.

  Customer response

  10/22/2022

  
  Complaint: ********
  
  I am rejecting this response because I will not name the business online and jeopardize this situation if you would like more information perhaps you should contact the regional manager out of South Dakota.  His name is Harlan or you could contact Stacy at 
  706-532-7951 who has my number and you can contact me to discuss.  You could also ask her why she told me the business has finally made the order when in fact that was not true.  That is deceit and malice and abating and abetting with the business that took my money and never ordered my product.  You can also ask Stacy why she never returned my 3 phone calls to avoid this report when I was upfront with her about creating a claim.  Not professional and lacking customer service.
  Sincerely,
  
  ****** *****

  Business response

  10/26/2022

  This will need to be settled between you and the retailer.   We reached out to the Shaw concierge group and the sales person mentioned and they have asked the retailer to handle this with you.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased flooring, Coretec Plus Premium Laminate-color Hempstead Walnut, for our home at a price of $3,465.18 for the laminate flooring and $2,195.00 for installation. The floor was advertised to be low care and would hold up well with dogs and children. The problem with the floor is that it shows white marks every time our dog walks over it with clean dry paws and also leaves white marks if we walk over it barefoot. We have reported it to Kastran Carpets which is where we purchased the product. The took a sample of the floor to give to their Coretec representative. The response was that there have been many complaints on the flooring as they changed their manufacturing process due to the original floor being too slippery. The change has made the current product too sticky and the white marks are dead skin cells. Coretec has made no attempt at any kind of solution to this problem. Every time we walk on the floor or our pet walks on the floor white marks appear so there is no way to keep the floor clean. We would like restitution for this as we will need to have this floor torn out and a new floor installed.

  Business response

  10/18/2022

  Thank you for the opportunity to review the claim. This claim was filed on June 25, 2022 for the concern of white film coming off. On July 11,  2022, Two planks were received for our review. The plank surface is very textured and may leave white smudge marks when walked on or rubbed. This was noted during the sample review. In the claim photos provided with the claim, there are white smudge marks in a continuous line going across the planks. Therefore , this would conclude this is a site related concern. We believe this concern is not a manufacturing and warranty related concern and were unable to honor this claim.

  In the complaint it mentioned of a manufacturing change.  Shaw Corporate Quality was consulted and confirmed this style has not had a manufacturing change. 

  Business response

  10/20/2022

  I am sorry to hear of your continued concerns.  As mentioned, Shaw does not consider this to be a manufacturing concern. However, in order to obtain customer satisfaction, I will approve a one time accommodation credit of material and labor. We ask that the replacement style be of a different style than COREtec.  Replacements should be equal to or lesser in value of the original material. The customer will be responsible for the difference in upgrade. I have contacted the account the original flooring was purchased from and left a message to start the replacement process. Thank you again for the opportunity to review the claim and bringing your concerns to our attention. 

  Customer response

  10/24/2022

  
  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

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased 2100sq ft of new Shaw Coretec Calypso Oak flooring in 2020. The floors were purchased from ********** in Waukesha, WI however they are a Shaw Flooring product. We were told these would be great floors for kids and pets. After living on them for 6 months and scrubbing them relentlessly with the Encore floor cleaner (recommended by Shaw Flooring) they have never come clean. A claim was submitted where a Shaw representative technician came out and scrubbed with mineral spirits in one tiny spot and said look they come clean. Sure it was clean until you took one barefoot on it leaving a footprint mark. This material is a constant upkeep with smudges, haze, and foot prints. So much for low maintenance these floors are the worst and have to be hand cleaned with a microfiber cloth everyday. In some spots the haze never comes off. These floors need to be torn out and replaced. We have pictures and have read nothing but complaints about how this product is impossible to clean. They forever have a haze with smudges. Our entire house has this product and highly disappointed in the quality of the flooring. The only way to make this right is either a full refund or paid install of a new different product. We would like Shaw flooring to reach out to asap.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/02/04) */ Thank you for the opportunity to review the claim. This claim was filed on March 2, 2021 for the concern of cleanability and product finish concerns. An independent inspector visited the home on March 12, 2021. The independent inspector performed a test clean and was able improved the appearance of the flooring. A plank of attic stock(uninstalled) was laid and compared to the installation and it did not have the same visual of concern or residue. It is based on this information that the concern is post installation. If this was a new construction, there are specific instructions provided in the product maintenance guidelines on how to clean post construction. If you wish, I will be happy to share them with you. If you wish for further review, you can submit an installed plank to be reviewed by Shaw Product Care team. Consumer Response /* (3000, 7, 2022/02/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This product was purchased because we were told it was low maintenance and easy to clean. After each microfiber wipe down there is nothing but hazy footprints left behind. Has nothing to do with the install. It is the actual product and ability to keep clean. It absorbs everything leaving a haze. Business Response /* (4000, 9, 2022/02/16) */ I would like to offer a one time professional cleaning as a customer courtesy for the resolution to your concern. I am in the process of locating a service provider in your area that can help us. I will be in touch when I can begin the process to get it scheduled.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase about 20boxes of the smartcore flooring for my bedroom around 26 March 2021. I followed the instructions in the ****'s video for installation, used the tool and material in DIY kit but after a few months the floor started coming apart. I filed for warranty claim at ****'s but it took them 4 months for inspector to come check out my floor (1st week Oct) and it has been almost 3 month from his visit. I still haven't received a email or phone call about my warranty claim but I talk to Lowe's (****'s in Lawton,OK) employee and they seen a email my claim was decline and they can't find that email. I'm disable Army Vet on fix income and I didn't want my money back I just wanted new flooring material to fix the bedroom & treated with some respect as paying customer but claim was ignore. I'm out off $1200.00 and I'm ready take my business somewhere else where I can be treated as paying customer.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/28) */ This claim was dispositioned based on an inspection conducted at the home and resulting report. The report and all additional information was forwarded to Lowe's which provided the reason for the decline. I will forward the report directly to the customer for review and follow-up. Consumer Response /* (3000, 7, 2021/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I didn't find nothing in the Smartcore comprehensive warranty program paperwork that was giving to me Lowe's denying my claim about the level of my floor Consumer Response /* (3000, 9, 2021/12/29) */ ***Document Attached*** Smart core warranty Business Response /* (4000, 11, 2021/12/30) */ The installation instructions for this product specify the sub-floor flatness requirements required. The installation instructions are available at ************* with the warranty information. I will provide a copy of the installation instructions to Mr. **** for review.

*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. ↩