Complaints

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

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  GR Flooring

  435 Dewdney Avenue Regina, SK S4N 0G1

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  GR Flooring

  1260 McDonald Street Regina, SK S4N 4X6

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:27/09/2022

  Type:Customer Service 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 Wednesday July 27, 2022, installers from GR Flooring were at our home to install tile floor in our kitchen, dining, front entrance, and side entrance area.
  
  We were unhappy with the layout of the tile floor, which we notified our sales person about on Friday, July 29 at 3:34 p.m. when I got home from work. At that time the job was mostly completed. On that day I phoned the company's business number and no one answered. On Tuesday, August 2, I called the installation manager and voiced my concerns about the layout of the floor, as well as the installation as a whole being poor. After 2 phone calls I was given the number for the store manager, whom I called immediately after. The store manager went on to blame my partner for instructing the installers to place our tile in that layout, and said they would not replace the floor.
  
  On August 3, 2022, I sent a lengthy email to the owner of the business detailing my experience with the company thus far, and my displeasure with the customer service and installation of the floor. The store manager, not the owner, emailed me back the next day letting me know tile had been ordered and they would come and replace the tiles that were installed poorly and replace the side entrance floor, that I had requested.
  
  On August 23, 2022, I emailed the store manager asking for an ETA on the tile since it had been a month. I received no reply. On August 25 I texted the installation manager and asked about the ETA of the tile. He replied that they received the paperwork that our tile was delivered but it never got put on the truck. I have followed up with the installation manager 3 times since then about the ETA of the tile. The last time was a phone conversation on September 13, and I texted him on September 16 letting him know how many tiles needed to be replaced near our cupboards. He has not yet replied to that message or advised further date for installation. It has been 2 months and we are still waiting for them to repair.
  

  Business Response

  Date: 22/10/2022

  Business Response /* (1000, 9, 2022/10/22) */
  Thank you for your letter and the opportunity to respond.
  
  GR Flooring is a locally owned and managed company serving Regina and Southern Saskatchewan for over 40 years. Key to our success has been our standard of customer service. We are proud to represent the flooring industry and offer customer care that is well beyond industry standard. As a result we take concerns over craftsmanship and workmanship very seriously.
  
  We acknowledge the customer's concerns. There are, however, significant differences with respect to where things are today. Before I get into what we committed to, I would like to address some of the customer's claims to provide clarity on our response.
  
  The customer states that the tile is installed in a "wrong pattern". It is important to note that specific instruction was given to our installers by her husband on the specific way wanted the product installed, contrary to what the wife has claimed in her statement. Furthermore, the client took several days before even mentioning any issues with the installation. As the project was not a one day job, both the husband and wife could have noted a concern and brought it to our attention. In fact, nothing was mentioned until we completed the back entry area several days later. When, at that the wife complained the back entry area "looked off" and wasn't correct. She then went on a "verbal rant" to our installation manager and sales staff that everything was wrong and that she wanted the floor replaced.
  
  The manner escalated to our General Manager. He spoke to the customer and confirmed he would look into the matter. Upon his investigation, he responded by email with his findings and the customer and acknowledged that her husband had given the specific direction. Still she was not happy. Our company, GR Flooring, agreed to replace her back entry area and fix up a few minor items. Reluctantly, she agreed. However, shortly after she reached out to the owner of GR for an audience to her concerns our General Manager responded to her email as the matter was being dealt within the organizational structure we operate in. In short, GR flooring followed the specific instruction given by the husband and completed the work accordingly.
  Going forward, GR flooring has confirmed the replacement of the back entry and the deficiencies. GR currently has tile on order and due to supply chain issues, being experienced by most industries and, that are beyond the control of GR, we are forced to wait until the product arrives. We have confirmed with the customer that we expect arrival of the product on or before November 1st, 2022. Once the product arrives into Regina, the work will be scheduled with the customer and the project will come to closure. The client will be expected to pay the balance of her invoice for the amount quoted. At no time has GR flooring requested further payment to date. The customer made her 50% payment in good faith to secure the project and it is GR's intent to finish it accordingly.
  
  GR Flooring can not be held responsible to buyer's remorse or second guessing patterns in flooring that can not be changed once installed. Nor can we be responsible for disagreements between the customer (husband and wife). We regret that the customer is upset and speaking out in displeasure with her experience.
  
  
  Consumer Response /* (3000, 11, 2022/11/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We do not accept this response because we are not asking GR Flooring to change the pattern of the tile. We are asking that replacement of the deficient tiles be completed in a timely manner. GR Flooring's claim that my partner instructed them to install the tile in that pattern is just as unsubstantiated as our claim was that my partner gave them no such instruction. We have not signed any formal documents from GR Flooring regarding any stage of the installation of the floor. We have not even received a formal work order following the quote. The quote only included prices and names of the types of tiles we had requested quotes for. It did not even include a price per square foot for the tile, nor cost of individual materials. I need to stress that we do not want the pattern of the floor changed, nor have I once indicated that to them since the first conversations we had at the end of July. Our complaint clearly states that we have been waiting for 2 months to have our floor repaired. The desired resolutions chosen were "Repair: Finish the job; Repair."
  
  Further, I would like to note that the only email listed under the "Contact Us" section on GR Flooring's website is their owner's email address. I would think that if they did not want customers contacting their owner, as it would go against the "organizational structure" in which they reportedly operate in, they would not have it as the only contact email listed on their website.
  
  Besides the email from the store manager on October 21, 2022, there had not been contact initiated on GR Flooring's part since July. I texted the installation manager on August 25, September 6, and September 13 asking if they knew the ETA for when the tile would be delivered. The response was that they were trying to figure out where it is but they have been told by the company that it had been shipped.
  
  On October 21 I called the installation manager to advise that we had talked to another company about a quote for repair since we have been waiting almost 3 months now. On the phone the installation manager said that they had received 1 box of tile. We were never informed that a box of tile had been delivered. Nor was it stated in GR Flooring's response that a box of tile had been delivered. The box of tile that had already been delivered plus the tile we have leftover is enough to fix the kitchen area, yet we were never informed that the tile had arrived.
  
  I had expressed previously that the cabinet company is waiting for them to fix the floor in order to install the toe kicks on our cabinets and finish their job. That could have already have been completed if we had been informed that a box of tile had arrived. Also, the installation manager stated on the phone that the reason the tiles were uneven in spots was because the installer had run out of tile levelling clips and was using less to finish the project.
  
  We have been to another company to try and source the tile. GR Flooring stating there is a supply chain issue would indicate a shortage of the tile; however, we were informed from the other company that there were a few boxes of tile in Calgary (2 as of a few weeks ago) and multiple boxes in Vancouver. The other company assured us the tile could be here in 1 week if coming from Calgary and 2 weeks if coming from Vancouver. Barring logistical issues with the shipping company, I do not understand how it took over 2 months for the tile to arrive. Again, I do not know when the box of tile arrived that we were not informed about.
  
  Further, the installation manager expressed on the phone on October 21 that he had to order more tile as they had not anticipated there would be so many tiles to fix in the kitchen area (I had texted him September 16 to let him know how many tiles needed to be replaced in the kitchen area). That also does not corroborate with what GR Flooring is stating in their response.
  
  On October 28, 2022 I texted the installation manager to see if the tile had arrived on October 26 as it had been stated it was supposed to in the email. I was informed that it had not arrived. I texted back the following response, "Well if there is a box there as you stated on the phone last week, that's 8 tiles and we have 7 tiles so that would be enough to do the kitchen because some of the tiles in the kitchen that need to be replaced are the small pieces along the wall, which I believe you said you can cut a tile more than once. The cabinet company has now been waiting for 3 months to finish their job so I don't see why we can't schedule the kitchen to be fixed." I received no response.
  
  I followed up on Monday October 31, 2022 and said, "Hi just checking to see if we can schedule an installer to repair our kitchen now that there should be enough tile." I received a phone call right after from the installation manager stating they had forgotten to get back to me, but they had scheduled installation for Thursday, November 3.
  
  On Wednesday, November 2 the installation manager texted me to inform me that the installer was tied up with another job, and they would not be able to come on November 3. They asked if we could reschedule for Friday, November 4.
  
  On November 4, 2022 the installation manager accompanied the installer to our home to check over the floor and verify which tiles were going to be replaced. The installer removed the tiles in the kitchen area that needed to be replaced. They are scheduled to come back on November 7 and November 8 to complete the kitchen area.
  
  We have not been given any other dates of when the rest of the tile will arrive now since it has been a few weeks since October 26, which is when they stated it was scheduled to arrive. The tile on the side door landing area still needs to be replaced.
  
  We are happy that the deficient kitchen tiles are being replaced, and the installation manager has been accommodating in getting a different installer to come and do the job.