Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Engineered Stone Pebble pictured in the uploaded photo was purchased from GED Flooring, *************, ** location. The Engineered Stone Pebble was installed in my new shower floor, months later the product begin peeling and breaking apart. I contacted the installer, explained the problem and to ensure it wasn't an install problem, the installer agreed to reinstall the same product. Once again, the product begin peeling and breaking apart. The installer came out again for another assessment and determined that the problem was definitely the product. The product is defective and no amount of re-installing the same product is going to solve the problem. I went back to the same GED location and spoke with the manager ***** and another rude store employee and asked for a refund for the product. The store manager told me they would come out for an inspection. They called once and left a message. I immediately returned the called, only to be told the manager was unavailable. I have called several times since that first call and have been told numerous times that they will come out for an inspection, however, they continue to not show up the dates they say they will come out for an inspection and they continue to not be available for an inspection. This lack of attention demonstrates their lack of seriousness and concern for the defective products they sell. Due to the defective product they sold me, my newly remodeled shower floor is damaged and is in need of a repair , with a new and different product with a 3rd install. I am requesting a full refund for the defective product. This problem with the **** ************* location and store manager and employees, has several other similar complaints from other consumers relating to reimbursement.

  Business Response

  Date: 02/01/2024

  Dear BBB Resolute Department,

  Thank you for bringing this to our attention as you can tell with our history with the BBB we take any and all complaints very serious and this is no different. We also respond immediately upon receiving any complaint as you can also verify with our history. Just today I received two notifications that were sent prior and am completely unaware how these were missed as they have never been missed before and for that I sincerely apologize. However, I assure you this, as well as the other will be addressed first thing tomorrow morning and resolved hopefully shortly after.

   

  Thank you again for bringing this to our attention.

   

  -*********************************

  Operations

  Business Response

  Date: 02/02/2024

  Dear BBB Resolute Department,

  Upon further investigation into this complaint, management has already spoken with the consumer and verbally resolved the situation. Geds is waiting on a credit towards the product from its supplier at which point Geds will refund the consumer. The consumer is completely aware of this and is waiting for Geds call. Once that has taken place I will update the BBB accordingly. Thank you again for bringing this to our attention.

  -*********************************

  Operations

  Customer Answer

  Date: 02/12/2024

  I am rejecting this response because:  As of today, 2/12/2024, I am still waiting for my refund for the defective product purchased.

  Business Response

  Date: 02/12/2024

  Thank you for forwarding this response to **!

  As previously stated, *************** has already been informed that the credit/refund has been approved, however, there are steps it has to go through before it can be done. I would advise that we place this claim on hold and as soon as the refund is issued I will update *************** and the BBB with a copy of the refund for validation. I completely understand *************** concern, however, continuing to decline this response will only generate the exact same outcome until the refund is issued so again I would advise we place this on hold until it is issued.

  Thank you again for your assistance and I will update the BBB as soon as the refund is issued!

  -******

  Business Response

  Date: 02/20/2024

  Dear BBB Resolute Department,

  *************** was contacted directly and came by to pick up the refund check

  As of now, this dispute is closed on our end.

  Thank you again for bringing this to our attention.

  -******

• Initial Complaint

  Date:12/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a wood floors from the store, the quality of the material was not good, so I return the material, the store does not want to refund me the money, instead they stamped the receipt with store credit stamp, I have no use for the store credit so I would like a refund . I do not want to loose all the money

  Business Response

  Date: 02/01/2024

  Dear BBB Resolute Department,

  First I would like to apologize for the long delay. As you can tell with our history with the BBB we take any and all complaints extremely serious and always address any and all complaints in a rapid manor and this is no different. I am completely unaware how this complaint slipped through the cracks but it will be addressed the first thing tomorrow morning! Thank you for your patience and understanding and I look forward to resolving this with the consumer promptly!

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

  Operations

  Business Response

  Date: 02/02/2024

  Dear BBB Resolute Department,
  
  Upon further investigation into this complaint I would like to provide the additional information.
  
  Geds Floor Store has always been ****** willing to accommodate its consumers whenever necessary in a fair manor for both parties. However, it is a common business practice to have steps in place to protect the business as well as the consumer. As you will find in the attachments on this response, ****************** knowingly agreed to Geds terms and policies that any cancellations were subject to either a 25% restocking fee or a 100% store credit that never expires. ****************** opted for the 100% store credit as you can validate with the attachment that he sent. As you can see in the attachments in this response, ****************** signed 4 times directly under these terms stating any cancellations were subject to the 25% restocking fee or 100% store credit. With all of that said, we are willing to do a one time accommodation for ****************** and refund his store credit. Please see the attachment (refund check) to verify the refund check has been cut and is being mailed out today. I hope this resolves ******************** concern and we look forward to earning his business in the future.
  Thank you again for bringing this to our attention.

  -*********************************

  Operations

• Initial Complaint

  Date:08/19/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greetings. Request assistance in obtaining reimbursement of $2,165.00 for damage caused to my home by Ged's Floor Store, and for a member of Ged's to provide their insurer's name and contact info to EXL Service as has been requested numerous times. Ged's (2985 S Hwy 360, Grand Prairie TX 75052) contractors installed flooring and new 5.25" baseboards to all rooms of my home in Grand Prairie TX in Sep 2019. On 25 Sep 2020 I came home to find water damage to the walls, flooring and baseboards in my master bedroom, I contacted my insurance company, USAA, and filed a claim for water damage. A plumber from Master Tech found that a finishing nail had gone through the baseboard and pierced the pipe that supplied water to my outdoor backyard water faucet. The plumber repaired the punctured pipe and USAA had damage repaired. USAA began working to contact Jerry ********** Jr, at Ged's to obtain compensation for the cost to repair the damage. In Jan 2021, USAA turned the claim work over to their subrogation/settlement partner EXL Service. EXL Service has contacted Gerry ********** Jr, Trevor, and Michelle (each are employees of Ged's) via email, fax, and phone 14 times between 13 Jan 2021 and 18 Aug 2022; however, no one from Ged's has responded to EXL's request for information. I have visited with ***** Jr on twice and have emailed him twice asking him to respond to EXL, I've also spoken with Michelle. Both ***** Jr and Michelle tell me that all requests for claim/information have been submitted to Ged's insurance company and that "it's between the insurance companies now." However, I am caught in the middle with a loss of $2,165.00 ($2,000.00 for hom insurance deductible and $165.00 for the plumber). I am a disabled veteran who is unable to work, $2,165. was and is a lot of money out of my budget. Please assist by having Ged's reimburse me for my losses, and provide insurance information to EXL Service so that this loss claim can be properly settled. Thank you.

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/08/28) */ Dear, Dispute Resolution Department BBB Serving North Central Texas Thank you for bringing this to our attention as we take any complaint very serious. Currently all management, necessary to investigate this particular issue, are out of town for the funeral of a family member. They will be back the week of September 12th at which point they will direct their attention to this case and share their findings with the BBB no later than Friday September 16th. As always, thank you again for bringing this to our attention and we will be in touch. Trever ********** Operations Manager Consumer Response /* (3000, 7, 2022/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) My deepest sympathies for the family's loss. I do not accept the response from Ged's. This matter has been ongoing and unresolved for one year and ten months-they have not taken my complaint seriously. I've met with Gerry ********** Jr (***** Jr) (who, according to the Secretary of State of Texas, serves as the Vice President, the Treasurer, and the Director of Ged's Carpets, LTD (dba Ged's Floor Store)) on three separate occasions, during one meeting Trevor ********** (the Operations Manager) participated, and I've spoken with Michelle ("in the corporate division"); based on the positions each of these people hold, I have been speaking with management. I've also emailed Gerry Jr once, to which he did not respond. During each of the three meetings with Gerry Jr he refused to assist in resolving this matter, neither Trevor or Michelle have assisted either. The last time I met with Gerry Jr, 25 Aug 2022, he informed me that "the owner," Gary ********** (who is registered as the President of Ged's) told him, Trevor and Michelle to "not talk to me anymore." My insurance company has mailed, called, faxed, and emailed Gerry Jr more than fourteen times over the past year and ten months, they've also emailed Trevor and Michelle, but NO ONE from Ged's Floor Store or Ged's insurance company has responded to me or to my insurance company to resolve this matter. Why should I expect the owner or any other person in management to be responsive or helpful. The bottom line is that Ged's is responsible for the damage to my home and responsible for reimbursing me for my financial loss of $2165.00. Business Response /* (4000, 9, 2022/08/31) */ Dear, Dispute Resolution Department BBB Serving North Central Texas, to clear up Miss Getsos confusion, Gerry ********** Jr. holds none of those titles. All of those titles belong to Gerry ********** Sr. ***** Sr. and Gary ********** are co-owners of Geds and both are out of town and unavailable due to a funeral for a family member. As previously stated, Gerry Sr. will return September 12, 2022 and will address this issue that week and have all findings turned over to the BBB no later than September 16, 2022. No other persons within the company will be able to address this concern. Thank you for updating us with Miss Getsos rebuttal and we will be in touch by September 16, 2022. Trever ********** Operations Manager Consumer Response /* (4200, 11, 2022/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate Trevor ********** providing the names of Ged's Floor Store owners. I realize that I am left with no option but to wait longer still for resolve to this matter. While in the military, I was taught to use the process and trust the process to resolve complaints, which is why before filing this BBB complaint, there were numerous attempts to resolve this matter; my insurance company has written, faxed, emailed and phoned Gerry ********** Jr, Trevor **********, and Michelle (no one at Ged's will provide me with Michelle's last name) MORE THAN 14 TIMES OVER THE PAST 20 MONTHS to which NO RESPONSE was received; I have personally spoken with Gerry ********** Jr three times, Trevor ********** once, and Michelle once and EACH OF MY PERSONAL REQUESTS FOR ASSISTANCE HAVE BEEN IGNORED. It is regrettable that Gerry ********** Jr (Gerry **********, Sr's son) told me on 25 August 2022 that "the owner" (who he said was Gerry ********** Sr) has told the Ged's employees that I've spoken with regarding this matter (which is only three people: Gerry Jr, Trevor, and Michelle) to "leave this alone," to "stay out of it," and to "not talk to me." It seems obvious to me that the owner has been aware of this matter for some time also. It has been 20 months since the first communication was sent to resolve this matter, all this while Gerry ********** Sr has not communicated with me at all, not one time, yet he's told everyone else to not communicate with me. To be clear, Gary ********** (the co-owner and/or president) has never communicated with me either. My telephone number, email address, and home address are available to the owner(s) in the store's customer database, even Chad (another employee of Ged's) pulled my customer information up in their database when I went to Ged's store and waited to visit with Gerry ********** Jr on 25 August 2022. Additionally, my insurance company representative and contact information was on all of the correspondence they've sent. Had I know that this is the manner in which Ged's leadership treats customers when something does go wrong, I would not have had Ged's install granite in my kitchen and baths in December 2020, nor had them install flooring in my husband's home in October 2020; all of these jobs were done after the water damage to my home in September 2020, but unfortunately before I knew what to expect from Ged's once they caused damage to my home. A phone call from Ged's after they were made aware of the damage they caused, and resolving this matter quickly would have been so simple. The bottom line is still that Ged's is responsible for the damage to my home and responsible for reimbursing me for my financial loss of $2,165.00.