Complaints

This profile includes complaints for Great Floors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Great Floors

  1251 1st Ave S Seattle, WA 98134-1207

• 

  Great Floors

  9021 S 180th St Kent, WA 98032-1091

• 

  Great Floors

  3200 NW Randall Way Silverdale, WA 98383-7952

• 

  Great Floors

  13708 E Indiana Ave Spokane Vly, WA 99216-1147

• 

  Great Floors

  105 W Commercial St Oberlin, KS 67749-2009

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:11/08/2024

  Type:Service or Repair 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.

  We went to select Core-tec flooring as per our contractors recommendation. There was not a match that worked and Great Floors steered us to a comparable brand. Great Floors knew the installation was being done through our contractor. At no time did they clarify that that would void any warranty issues. Almost immediately after install, we started noticing dimples and pock marks across the majority of our flooring. ****** (manager) took pictures & sent sample pieces to be tested. This entire time, communication has been painfully slow & taken multiple contacts from us to get responses. They finally came back saying they found no issues with the flooring. We strongly disagreed and after more extended waiting, ****** offered to replace material (not labor) OR send out an independent inspector. An inspector then scheduled a visit - uninitiated by us. His findings said the damage was caused by roller casters. There are no roller casters on furniture near any of the damage! Also, found unlevel flooring in a small area near the kitchen (not the cause of any of the issues per him). After those findings, Great Floors said our warranty was void due to the degree of unlevel. At that point, we requested the flooring/material replacement. Great Floors said no because we had taken the inspector option. Again, we never requested that! Since then it has been weeks and weeks of being put off, checking with vendors, checking with managerswe are not sure why or what they are even checking at this point! Andno communication!To be clearwe have been trying to deal with this issue for almost a year. It is due to their lack of response and communication that it is not yet resolved. We feel like we have exhausted our options with GF and are left with no options but to seek help with the BBB.Our payment/order/tracking number was all directed through our contractor so I do not have those available.

  Business Response

  Date: 11/18/2024

  In instances where Great Floors does not provide the installation we are purely functioning as the seller of the material. We did not install or manufacture the material. With that being said we have tried to work with the manufacturer and still are putting in the effort in working with the manufacturer to assist the costumer even after the inspection. The installation had underlying issues work done by a contractor the customer was working with, those issues with the subfloor contributed to the flooring issues as well as some other factors. Based on the conversations with the customer, the installer/contractor that was used has failed to return any communication with the customer after issues occurred. We will continue to try and assist the customer by working with the manufacturer but Great Floors cannot be responsible for work that was not done by Great Floors. 

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22529108
  
  I am rejecting this response because:
  

  It contains multiple inaccurate statements.

  1.  Great Floors is saying they do not stand behind product they sell?  

  2.  AS PER THE INSPECTOR (that, again, we did not request), the install issues (unlevel in a few small areas) have NO connection to the topical issues with this flooring.  (They were merely discovered & pointed out in his process.)

  3.  It is incorrect that we have not been in communication with our contractor (how would they even know at this point?).  And, that has nothing to do with the quality issue of this flooring.

  4.  Again, communication with Great Floors management has been awful through this entire process.  We have had no contact from Great Floors in weeks and the ball is in their court.  We have an offer in writing to replace the material.  After trying to communicate about that, we have been put off for weeks and weeks and weeks and are told they are trying to work with the manufacturer.  

  5.  We want this problem fixedcompletely!  We are done with being put off, pointing fingers and passing the *****  Stand behind your product and make this right!  If that requires demo and install by Great Floors, then thats what it takes.  This flooring is ridiculous and continues to show more and more issues as time drags on!

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

  Business Response

  Date: 12/18/2024

  Our store manager tried to contact the customer prior to notification from ******************** on this second response on December 11th as we are still trying to work with the customer through the manufacturer. With that being said the independent inspections states that the nothing was wrong with the material and because we weren't involved in the installation process Great Floors cannot be liable for the damage to the floor. The inspection also states the customer mentioned having ball type castors on chairs until they noticed some of the indentation around the chairs at that point switched to felt pads. according to the independent inspection tandem wide installation instructions and maintenance instructions state do not use ball type castors. We have continued to work with our manufacturer in an attempt to service the customer but cannot take on liability or force the manufacturer to provide substitute flooring given the independent inspections conclusion and the use of a installer not hired by Great Floors. To reiterate while we cannot force the manufacturer to provide replacement material we are still attempting to work with the manufacturer to provide a solution for the customer as of December 11th. 

  Customer Answer

  Date: 01/13/2025

  Re: Case #********
  
  We had nothing to respond to re: our case before the latest message on 12/25 with an attachment from Great Floors.
  
  AGAINwe are not satisfied as there has been NO resolution & now NO COMMUNICATION for WEEKSAGAIN!! 
  
  There has still been NO follow through on their replacement offer we have in writing from months ago.   
  
  We want it made crystal clear that we AGAIN have had no communication from ****** at Great Floors.  Our last email to them was 12/14/24 - and this also included his manager.
  
  We ARE NOT SATISFIED with the outcome.  There has been NO resolution.  There is NO communication!  And NO honoring what we have from them in writing re: replacement.
  
  ***** & ****** *******
  

  
  

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair 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.

  4/10/2024 made purchase paid cash 7/9/2024 reviewed order details before pick up and noticed information did not match yr vs ft contacted business and was told it $3.50sq ft not $1 sq yd like in quote and invoice.contacted manager same day via phone he was to busy to speak and would not be in to talk for over a week. I was also told he did not have access to the original quote I have and is only seeing $3.50sqft uploaded same day. emailed original quote to store manager and received fallowing attached email.If I had not caught this how many other people has this happened to. I am told ***** days for refund from corporate but was called by the sales department 7/10/2024 for more credit card information. I am confused and concerned about the actions taken by this store and if it is normal practice

  Business Response

  Date: 07/11/2024

  Hello, Our store manager is away for the remainder of the week, however after a conversation if you'd like a refund please use your sales person, ********************* as a point of contact to get the refund process going. Given a cash transaction our store manager is correct that a period of roughly ***** business days is standard. We do apologize for the confusion in regards to the quote, I did confirm that the amount charged on both quotes are the same in regards to the total price and is correct at $1,405.32 for labor. With that being said we understand if you feel like you'd like to move forward with a refund. If you do have any additional questions or concerns our store manager will return mid week next week to help. 

• Initial Complaint

  Date:01/29/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  On 9/1/2022 I ordered three roll-out drawers from Great Floors in *********, ** that were supposed to match our existing Canyon Creek roll-out drawers. A roll-out drawer is a drawer on full-extension slides. I chose to order these drawers because, besides matching what we already owned, they would be very easy to install, with the hardware matching pre-drilled holes inside the cabinets. The drawers we received had no slide hardware, just the bare drawers. After repeated contacts with Great Floors with no satisfaction to the problem I sent the store manager, *********, a demand email that gave him two options to choose from:1.Return the drawers for a full refund.2.Great Floors would have the drawers installed in our cabinets at their expense.I never received a reply from *****, by phone or email. We also had all of these dishes sitting in our living room creating a big mess. Out of desperation, I began researching what slides would fit these drawers knowing that I would get absolutely no help whatsoever from Great Floors. I ordered suitable slides at my cost ($125). This installation took me a full eight-hour day and required tools most homeowners dont have like a table saw. Spacers had to be cut to exacting dimensions, sanded, finished and installed. The drawers had to be modified because the depth dimension did not quite fit these slides. During this process I cut everything exactly and did not have to repeat any steps, so it is representative of what a professional would require in terms of time. The drawers are now installed and working perfectly. This whole episode has taken me six months as I spent a month to even get an order placed with Great Floors because ***** kept ignoring my repeated calls, but I had to deal with Great Floors as they are the only Canyon Creek dealer in this area.

  Business Response

  Date: 02/10/2023

  We have worked with this costumer (per our manager mentioned in the costumers complaint) and reached an agreement. 

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 18947426
  
  I am rejecting this response because I HAVE NOT "reached an agreement" with Great Floors, which is why I submitted this complaint. An agreement would be a full refund.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 02/28/2023

  We have Refunded the costumer. 

  Customer Answer

  Date: 02/28/2023

   
  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

  Date:01/08/2023

  Type:Service or Repair 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.

  Built a new home, carpet was loose, had stretched. Carpet became loose, had stretched again. All carpet in house became loose in every room. Talked with Great Floors in ********* **. We gave pictures and receipts of cleaning and was told for months they would check on it, Nothing. Made a BBB complaint that auto corrected to ******* store and Nasty email to Great floors, they finally said sorry and got on it. ***** later inspector came out and looked, now months and nothing. So, years of very loose buckled carpet, many emails, a BBB complaint, months of waiting, now the Second BBB complaint and I will be sending another email again.GREAT FLOORS , ********* ** !!!!!!!!!!!

  Business Response

  Date: 01/19/2023

  Customer has met with Store manager at our store and picked a replacement carpet.

• Initial Complaint

  Date:12/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 carpet and installation for my condo from Great Floors. I am happy with the carpet and the installation of the carpet. The problem is, besides some minor scuffs and scratches on the base boards of the room they carpeted, their installer knocked a chunk out of the wall in the hallway while moving the bedroom door.All I want is for my hallway wall to be restored to the condition it was before their installer damaged it. They have admitted that their installer caused the damage, and they admitted it is excessive and not a minor scuff or scrape. The problem is they dont want to pay for what it costs to restore the wall. This wall, along with entire rest of my home was just painted by ********* Painting for $17,975.00. The paint is a dark color. You cant paint a small section without it showing. In other words, the hole they put in the wall cant just be touched up. The whole wall must be painted. The wall does have 2 doors, a baseboard and ceiling all in different color than the drywall section. There are lots of edges between dark brown and white. Great Floors offered to send their handyman to remedy the problem. Ridiculous suggestion! I would never let just anyone paint my home. My condo is multi-million- dollar home. I interviewed and checked references from several painting companies before hiring Amsberrys Painting to paint my condo. I had the wall repaired by ************ LLC for $390.30, and the wall repainted by Amsberrys Paining for $440.40. This cost is reasonable for a ***************** Condo Tower. They offered me $250.00. I dont understand why they wont pay the full bill of $830.70. I am just asking for $830.70. That is what I paid to restore the wall.

  Customer Answer

  Date: 12/07/2022

  Hi,
  I was able to settle with Great Floors. Thank you so much for your help? I am good now.
  

  
  

• Initial Complaint

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In April of 2021 we began the process of working with Great Floors for the purchase of flooring, tile and countertops for our home we were having built. In November of 2021 we were able to finalize our bid and payment was made. ********************* of Great Floors assured us the flooring was durable.In March of 2022 the floor was installed by Great Floors. They left us no additional flooring.We moved in to the home in May 2022. We felt everything was fine. We didn't realize that anything was wrong until the latter part of August, it became very apparent something was wrong. We contacted Great Floors and September 28 *********************** and ******************* came to look at the floor. **** had a device that checked moisture and reported there was no moisture. ***** took a business card and stuck it under the baseboards in several places and decided the trim was too tight. We disagreed with that determination, so it was decided that an independent flooring inspector would come out. In the meantime we talked to our contractor who installed the baseboards and he had never heard or seen anything like that in the many years the has built houses and installed baseboards. We also talked to two other individuals that were knowledgeable about flooring had never heard of baseboards being too tight. We also did extensive research and we were unable to find in any of CorTec's online instructions that trim was to be installed to exact specifications.The "independent" flooring inspector hired by ****, came on October 26, report is attached. The last sentence of his report states that the "tightness of the base molding is a factor". The floor is cupping so badly that it is hard to get an accurate reading of the tightness of the baseboard. There are areas where the baseboard is way above the floor and its cupping in those areas also.We feel Great Floors, CorTec and **** are not abiding by their warranty and are requesting that they repair/replace the floors. Please see attachments.

  Business Response

  Date: 11/14/2022

  Two independent inspectors come to this job to help determine the issues. Both reported the base is too tight causing the cupping you are seeing. The base on this job was done by someone contracted by the builder not Great Floors. 

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18358955
  
  I am rejecting this response because: 

   

  we think moisture plays a part in the flooring issue. we have many questions about this. I.E did to installer ask for a moisture report or put down a vapor barrier ?

  the report states trim is only a factor

  we would like the contractors name and business license number 

  we would like proof from **** where it says trim must be left loose.

  we would like the name the ** insurance company to file a claim

   

   

   

   

   

   

   

   

   

   

   

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

  Business Response

  Date: 11/29/2022

  we think moisture plays a part in the flooring issue. we have many questions about this. I.E did to installer ask for a moisture report or put down a vapor barrier ?

  Answer: Both our own and independent inspectors moisture meter reading showed moisture was within tolerance.

  
  we would like the contractors name and business license number 

  Answer: Edge Construction & Flooring-EDGECCF802OP

  
  we would like proof from **** where it says trim must be left loose. 

  Answer: In ****** Installation Instructions under "Installation" instructions state "Do not install fixed objects on top" We highlight this part in relation to the inspectors conclusion related to the trim. 

  
  we would like the name the ** insurance company to file a claim

  Answer: Any claims should start by contacting your personal insurance, who will then contact Great Floors Insurance company. 

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18358955
  
  I am rejecting this response because: there is no fixed object to the floor but there is to the wall. We hired our own licensed floor inspector. I will send the report to GF. But the report is saying the concrete has a high content of moisture, like the first one, Which falls back on GF and the installer. For not using a vapor barrier and or not asking about a moister report as per ***** instructions.  We hope GF will work with us getting this resolved. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/05/2023

  We have been in contact with ******************** and will be replacing his flooring. 

  Customer Answer

  Date: 01/08/2023

   
  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

  Date:10/30/2022

  Type:Sales and Advertising 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.

  We had a new home built a couple of years ago. Soon after we moved in some of the carpet loosened up and was stretched which seemed normal for a new build. Along the way we had the carpet cleaned like normal and some of it stretched again. Now every room with carpet is very loose and buckled. We talked with the builder and they said that the carpet may be under a recall. We then went to Great Floors with pictures of the carpet along with receipts of the cleaning and stretching and they agreed that something was going on like poor installation or defective carpet. It has now been several months and we are unable to get an answer other than they are waiting.

  Business Response

  Date: 11/07/2022

  We have requested an independent inspection on behalf of the customer. We originally requested and submitted a claim on this in August from the responsible party and have followed up to have the inspection scheduled to determine the cause of the problems the costumer is having. 

• Initial Complaint

  Date:07/12/2022

  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 came to shop here to inquire to replace my floor. They told me someone has to come to evaluate my floor but they will charge $56 for the man to come. So they charge my card $56. However, I canceled my appointment within 2 hours. They told me not worry and they will credit me the $56. It has been a month now, and I have tried to call them multiple attempts but they have not gotten back to me. Every time I call, either no answer or someone say I will call you back. And no response. I just think its NOT FAIR for business to charge a customer for no service. I would like to get credited for $56 immediately as we agreed. Thank you.

  Business Response

  Date: 07/22/2022

  Our records show the amount was refunded 07/12. If customers cancel their measure before we conduct the site visit our policy is to refund them.