Complaints

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

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  Grand Valley Flooring

  76981 U.S. 40 Fraser, CO 80442

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  Grand Valley Flooring

  101 Lake Ave Grand Lake, CO 80447

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:05/10/2025

  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.

  In April I paid over 8k deposit for new flooring. Tile removal of 2 small areas was a line item in the contract. Instead of removing the tile, they put mortar over it and made a ramp sloping down to the main floor area. Fortunately, I stopped them before they put down the new flooring. When I asked, "Why would you do this" the owner of the business replied..."Removing tile is hard" Needless to say, I couldn't believe my ears hearing such an outrageous statement from the owner of the company.They removed the tile the next day. However, the damage to the plywood sub-straight caused by the mortar left behind in clumps on the plywood remained under the new floor after installation and is now bumpy and un-even.There were also too many other defects to list, including not installing any baseboard even though it is also an item listed in the contract. The plywood sub-straight was in perfect condition, flat and level, until he destroyed it with a mortar "slope" in an effort to deceive me into thinking the tile had been removed.

  Business Response

  Date: 05/14/2025

  We appreciate the opportunity to respond to this complaint and provide clarification on the project and steps weve taken to address concerns.
  
  The customer hired us to complete a ****** project which included new carpet installation, a small section of tile around the fireplace, and the installation of new luxury vinyl plank (***) flooring. The quote that was agreed upon with the customer called for the removal of existing floor tile in the entryway and the kitchen before installing the new *** onto the subfloor.
  
  The project was originally scheduled for mid-May and when the customer called us to see if we could move up the timeline 1-2 weeks so they did not need to continue paying for an ****** we were happy to re-arrange our installation schedule which included moving the installation of other customers to accommodate this need.
  
  Prior to the start of installation, we did a walk through with our installer who recommended laying the *** directly over the tile instead of tearing it out. The height difference between the tile and the subfloor was inch. In his experience, sometimes the subfloor can be damaged when tearing out tile because of the mortar that is used in setting it, and his plan was to gently feather the transition between the tile and the subfloor over several feet. I agreed with this recommendation but failed to communicate the proposed change to the customer in advance. That was a communication failure on our end and we can understand how that caused frustration and mistrust. For that communication failure, we sincerely apologize.
  
  During the first day of the project, my installer prepared the floor to begin installing the new ***. This included installing a feathering compound used to ease the transition between the tile and the rest of the floor. Once the customer expressed concern about the change, we immediately made a trip to the job site to discuss and determine next steps in-person with the customer. We agreed on returning to the original plan and proceeded to remove the tile.
  
  The customer requested that they be allowed to inspect the subfloor once the tile was removed and the floor was prepped prior to the installation of the ***. They wanted to sign off on the subfloor being flat enough for installation. We were happy to accommodate that request and once they performed a walk through and gave the go-ahead for the *** to be installed, we began installing the new floor. The flooring was then installed successfully and to the customers requested specifications.
  
  It is common practice for us to remove and replace baseboards when we install new flooring. When we do this, we take off and re-attach baseboards that have already been cut to the proper size for the various walls in the rooms. The original plan was for the customer to provide new baseboards, which we would reattach. The trim provided by the customer had not been cut to the appropriate sizes, and this is not something that is in our scope of work nor our expertise. Our quote stated that we would "replace base trim," which we define this as reattaching trim, not fabricating and cutting new pieces. Once this misunderstanding was identified,we notified the customer right away. We both had different expectations for what the scope of the base trim portion of this project would be and are actively working with them to come to a resolution.

  
  As part of our process, we structure our quotes to include the high-level breakdown of anticipated work.This helps the customer understand the general scope and gives us flexibility to make necessary adjustments during the project. It is common for certain installation-related line items to change slightly during a job, and when they do, we routinely adjust the final invoice to reflect any work that was not performed or required. Since it became clear that the customer expectation included full trim carpentry services something not included in the scope and not offered as part of our flooring installation we have been proactively working with the customer on a resolution.
  The carpet portion of this project was completed without issue. We are still waiting for the baseboards to be installed before we will complete the small tile install that is still outstanding.

  
  We are actively working with the customer to address any additional punch list items that may require touch-*** or adjustment. This often involves sending the installer back to the job site to make minor adjustments. We are in constant communication with the customer and have responded to all concerns in a timely manner and do sincerely apologize for the communication failure on our end regarding the *** installation. While the customer has expressed dissatisfaction across multiple platforms, our focus remains on addressing these concerns timely, in good faith and completing the project with professionalism and care. We would love the opportunity to work directly with this customer to resolve any outstanding items or issues as we strive to complete all projects to a high standard. We appreciate the opportunity to respond and to clarify the facts surrounding this matter.