Complaints

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

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• 

  Shaw Industries, Inc.

  616 E Walnut Ave Dalton, GA 30721-4409

  
• 

  Shaw Industries, Inc.

  616 E. Walnut Avenue PO Box 2128 Dalton, GA 30722-2128

  
• 

  Shaw Industries, Inc.

  P.o. Box 429 Cartersville, GA 30120-0429

• 

  Shaw Industries, Inc.

  126 Enterprise Dr. Wentzville, MO 63385

• 

  Shaw Industries, Inc.

  3435 Dug Gap Road Dalton, GA 30720

  

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:08/27/2024

  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.

  -My home was built by ******* ***** in 2017 and I closed on it on 11/30/2017.
  -The flooring carries a 50-year warranty.
  - On 12/13/2023. ******* ***** confirmed that my floors are Shaw Hardwood Level 5, 3-8 Leesburg Mixed *****, Color – Cinnamon 2000.
  -On 12/13/2023, I completed the Shaw Consumer Claim Form.
  -On 1/23/2024, Shaw's rep said that they were honoring my claim for the material (due to defect), and that they were not covering labor on the material.
  -The spec sheet and marketing material for my flooring shows no such labor exclusion.
  -Only 11 boards were determined to be defective based on Shaw's evaluation.
  -Shaw gave me 2 options to settle my claim: Option 1) My flooring type has been discontinued, so Shaw offered me 1405 sqft of new hardwoods (none of which are actually comparable to my type), but excluded labor coverage from every portion of the flooring replacement. -OR- Option 2) Void the remaining 43+ years of warranty on all of my Shaw flooring and buy me out of the claim, at a dollar amount far below what I spent on the flooring, leaving my home with defective hardwoods and not enough money to fix the problem.
  -Based on a labor quote I received, the first option would require me to spend nearly $19,000 in just labor potentially, for a whole house replacement, because Shaw stopped making the floors on which they offered me 50-years coverage.
  -The second option they offered voids my warranty on the rest of my floors.
  -Shaw's document (see page 2 of “Exhibit D…”) states: “This Shaw Duras hardwood is warranted that the finish will not peel off or wear through for 50 years.”, without additional warranty terms, conditions, exclusions, or other terms listed.
  -Shaw’s claims handling contradicts their spec sheet / marketing material and does not meet Federal (***) minimum requirements (Magnusson-Moss Warranty Act) for consumer goods, which requires them to refund me all that was spent or cover labor, if the claim is due to defect.
  -They refused.

  

  Business Response

  Date: 08/27/2024

  Shaw claim # ****** was submitted on December 19, 2023, for Mr. ****** ******. Shaw Industries arranged for an independent inspector to assess the flooring in Mr. ******** residence. The inspector identified 11 planks with finish defects. Shaw Industries approved the claim in accordance with the warranty terms. The homeowner has Shaw style # ***** - Leesburg 2 - Mixed in color ***** - Cinnamon installed in his home, which was installed in November of 2017. This product comes with a 50-year product warranty and a 2-year labor warranty (There was some initial confusion on what product was installed in Mr. ******* home, ******* ***** had provided Mr. ****** with the incorrect flooring style #, initially we thought he has style *****- Leesburg Mixed installed and this product carries 50-year product and 5-year prorated labor warranty, however this labor warranty would have been expired as well)

  Considering the purchase and installation date, the labor warranty expired in November of 2019. Mr. ****** has been given the option to select a new product of the same value (with any upgrades covered by him) from Shaw's recommended dealers. Alternatively, he has been offered a settlement amount of $5,000.00 to retain the existing flooring.

  Shaw Industries has approved this claim in accordance with our warranties, the labor associated with this replacement would be the homeowner's responsibility. 

  Customer Answer

  Date: 08/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Please see attached.

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

  ****** ******’s 8/27/2024 response to Shaw Industries’ Complaint Response filed on 8/26/2024.
  Please see the exhibits I shared which support my complaint. They include emails, images, and a Shaw
  marketing/advertising/product spec sheet. These exhibits have already been submitted with the initial
  BBB Complaint filed on 8/26/2024. The responding Shaw Industries representative seems to have
  overlooked the facts of my claim and complaint and stuck to their messaging that I’ve already seen in
  previous dealings during this claims process.
  The warranty that Shaw representatives have expressed to me, and the claims handling of this approved
  claim for my Shaw flooring material, do not meet the minimum requirements for consumer products
  warranties under the Federal Trade Commission’s (***) Magnuson Moss Warranty Act.
  The warranty they shared in their response to my BBB complaint was never shown to me before the date
  of my purchase, or on the date of my purchase. It couldn’t have been shown to me on, or before, my
  11/30/2017 purchase date because the warranty is dated “Revision: ********” on the last page of the
  document, which is nearly 7 years after my purchase date. The warranty is also for a different flooring line
  than what is in my home. My floors are the Duras type; this warranty is for the Repel type. One of the
  Exhibits I included in my initial BBB complaint is the spec sheet and marketing/advertisement 2-page
  document (Exhibit D, Dated 08/26/2015) for the flooring in my home, which is Leesburg *****, not
  ***** as Shaw claims. I provided proof of my flooring line (Exhibit A, Exhibit B, and Exhibit C) before
  Shaw’s response to my BBB complaint and as I have experienced throughout my complaint process,
  Shaw ignores facts, and Federal (***) Magnuson-Moss Warranty Act regulations and reverts back to
  more Unfair Deceptive Abusive Acts and Practices.
  Shaw Industries states, that: “Mr. ****** has been given the option to select a new product of the same
  value (with any upgrades covered by him) from Shaw's recommended dealers. Alternatively, he has been
  offered a settlement amount of $5,000.00 to retain the existing flooring.”
  Due to Shaw Industries discontinuing the ***** flooring line that is installed in my home, and therefore,
  not having the necessary flooring materials inventory to directly honor the materials portion of my warranty
  claim, Shaw provided two (2) options to me to settle my claim, as Shaw’s representative also stated, in part,
  in her response to my complaint above:
  • The first option was to provide me with replacement engineered hardwood material throughout my
  home, without labor expenses paid by Shaw. A current labor estimate from a local Shaw Flooring
  authorized retailer shows $18,942.28. I only appear to have 11 defective boards, so the idea that I’d
  need to spend my own money on unaffected boards, merely to remedy the issue with the
  defective boards is an unfair business practice. Shaw provided me with a 50-year warranty and
  then discontinued the product after less than 6 years. If Shaw still had my material in stock, they
  would have supplied me with the 11 boards and the expense may have been less than $1000 in
  labor, and not $18,942.28 for approximately 1405 sqft of flooring replacement. Did Shaw
  ever intend to honor their warranty without the owner incurring a massive expense (a
  consumer claim deterrent)? This first option would mean that I would need to pay nearly
  $19,000 in labor potentially so that my flooring matches throughout my home, because Shaw
  stopped making the floors on which they offered me 50-years coverage.
  • The second option was to pay me a settlement allowance of $5000 to buy me out of the claim on
  my 11 defective boards that were found to be in my home, which would mean that my defective
  floors would remain unrepaired and not replaced (see “Exhibit H”). An additional caveat that the
  responding Shaw representative did not mention, is that Shaw has told me that this claims buyout
  option would require me to forfeit any remaining manufacturer’s warranty on the non-defective
  Shaw hardwoods in my entire home, for the boards that are not even associated with this claim,
  which is a little over 43 years of remaining time on all but 11 boards out of approximately 1405 sqft
  of flooring (all of the downstairs of my home, except the bathroom, and the hallway/landing of my
  second floor of my home). This second option would mean that I would have to keep my defective
  floors and forfeit more than 43 years of remaining warranty on the boards that are not part of this
  claim, in exchange for a $5000 settlement payment (initial offer was $1000). When buying my
  new home, I paid $6730 to upgrade from Shaw Level 3 American Scrape – Western Mountain
  ****** 3-8 inch to Shaw Level 5 Leesburg Mixed 3-8 inch ***** – Cinnamon 2000. The
  underlying amount I paid for the Shaw Level 3 floor would be the going rate at the time (Shaw will
  know the amount that they charged the builder, but not the additional amount I paid in profit to the
  builder), plus labor. As I mentioned a few times above, a current labor estimate from a local Shaw
  Flooring authorized retailer shows $18,942.28 to remove and replace my existing Shaw flooring,
  with replacement of my home's subflooring which they anticipate to be likely needed.
  • I haven't been shown anything at or before the time of purchase, or since then, that would state
  that I should need to spend the amount of money (labor costs) it would take to replace ALL of my
  floors in order for me to have my flooring material’s warranty be honored...OR...have to forfeit
  warranty on my remaining flooring material to be bought out of the claim on the defective boards
  in a settlement.
  • The Shaw marketing/advertisement material I have for my floors (see page 2 of “Exhibit D…”), as it
  states: “This Shaw Duras hardwood is warranted that the finish will not peel off or wear through for
  50 years.”, without any additional warranty terms, conditions, exclusion, or other terms
  listed. There is also no reference to any other source of warranty information for details above and
  beyond what’s listed on “Exhibit D…”. It also references “*****” under the “Features” section in
  the top left corner of page 2, which is the flooring type in my home. It’s unclear why Shaw has
  mentioned ***** at times during the process and ***** at other times. I have confirmed now
  that it is, in fact, *****.
  Therefore, 50 years, without a labor exclusion, is the only expiration disclosed to me as the
  consumer/purchaser.
  The claim was approved on January 23, 2024 due to defects in the flooring materials. It was at
  this point that I saw the first mention of materials-only coverage, which the
  marketing/advertisement spec sheet (“Exhibit D…”) did not disclose.
  Shaw’s Obligation Under the Magnuson-Moss Warranty Act
  Regardless of all the details I have shown to support my position pertaining to this claim, the
  Magnuson-Moss Warranty Act states that Shaw (warrantor) “…must permit the consumer to elect
  either a refund for, or replacement without charge of, such product or part (as the case may be)…If
  the warrantor replaces a component part of a consumer product, such replacement shall include
  installing the part in the product without charge.”, when the warranty claim is due to defect (15 U.S.
  Code § 2304 - Federal minimum standards for warranties).
  Fair Resolution/Remedy
  There is no comparable Shaw flooring, based on appearance/style, quality, natural wood look, with
  the same variations, that Shaw deems to be equivalent, based on the pricing compared to my
  existing flooring. Therefore, a full reimbursement of all monies paid for materials/parts AND
  installation labor is the only remedy that appears to be fair.
  All of the elements of my burden of proof have been met for proving that Shaw Industries violated the
  Magnuson-Moss Warranty Act.
  
  Sincerely,
  ****** ******

  

  Business Response

  Date: 09/11/2024

  This claim has undergone multiple reviews by Shaw, involving not only Mr. ****** but also the ***** ******** ********** ** ******* ********* ******** and the Better Business Bureau (BBB). Shaw has made considerable efforts to address Mr. ******** concerns, and we regret to inform him that we will not be participating in any labor reimbursement for this flooring claim.
  
  
  In January 2024, Shaw Industries commissioned a certified independent inspector to assess Mr. ******** flooring issues. The inspector identified 11 planks with potential finish concerns, indicating a manufacturing defect. According to our wear finish warranty, these 11 planks account for only 1% of the flooring and are therefore not covered under warranty. Although Mr. ****** inquired about repair options, we were unable to provide replacement product due to our inventory status. However, our claims manager made an exception and informed Mr. ****** that while the labor warranty had expired, we would provide materials for replacement under the wear warranty, despite it not meeting the minimum requirements. The claims manager communicated this to Mr. ****** on January 23, 2024, clarifying that we would cover the cost of materials only, while labor costs would be the responsibility of the customer. Mr. ****** responded with gratitude and requested information on the process. We provided him with several local dealers willing to assist.
  
  
  As Mr. ****** searched for replacement flooring; he found a dealer ready to facilitate the order. The dealer contacted Shaw to confirm our coverage for the flooring costs and Mr. ******** responsibility for labor and we confirmed this was correct. 
  
  
  A 90-day replacement request was initiated for the flooring. Mr. ****** and the dealer subsequently requested extensions to this period while he sought installation quotes from contractors. We were pleased to accommodate these requests and asked for regular updates.
  
  
  After receiving quotes, Mr. ****** has now requested that Shaw cover all replacement costs. However, we regret to inform him that we cannot reimburse any labor expenses. His flooring carries a 50-year product warranty and a 2-year labor warranty. 
  
  
  We stand by our current offers and await Mr. ******** response. We have approved the replacement of materials (1387.60/sf new product) or, should Mr. ****** prefer not to proceed with replacement, we are willing to offer a settlement amount of $5,000 in lieu of replacement. We look forward to his decision so that we can move forward.
  
  
  Regarding the labor costs, Shaw will not be participating in any reimbursement. This is our final position on this matter. 

  Customer Answer

  Date: 09/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because and requesting that Shaw Industries, Inc. provide me with a valid document to support their assertion, as well as for them to address their false advertising.   Please see my complete response below:

  Shaw Industries, Inc.,
  
  Shaw Industries cites an invalid warranty document to justify denying labor coverage related to my claim and complaint filed with the ***, the *****, and the BBB. 
  
  Please provide me with a valid/legitimate warranty document that supports the limitations and exclusions of coverage you've asserted, which would show that my approved claim does not include labor costs for the replacement of the defective material, as well as the exclusion of labor on the replacement of the boards that are not part of this claim (yet, the replacement of these additional and unaffected boards is necessary to process my claim, as a result of Shaw Industries not maintaining sufficient flooring materials inventory to honor claims on the product on which they provided me a 50-year warranty).  A valid/legitimate warranty, as I've requested, would be one that is for the Leesburg DURAS (not REPEL) ***** Cinnamon 2000 Color with Mixed Width hardwood flooring material, which is also from my purchase date or before.  Any warranty dated after my date of purchase is invalid/illegitimate and irrelevant to my claim or flooring material.  
  
  Suppose Shaw Industries can produce an historical warranty document that meets the criteria above.  In that case, there will still be the issue of Shaw Industries falsely advertising my engineered hardwood floors, and not meeting the Magnuson-Moss Warranty Act's minimum requirement for warranties on consumer products.
  
  Also, since this claim was approved, during this ***** and BBB complaint process, Shaw has changed the approved materials' square footage from 1405 sqft to 1387.60 sqft.  Reducing the claim amount after I filed a complaint is another instance of Shaw's Unfair, Deceptive, and Abusive Acts and Practices.
  
  The warranty stated and advertised in "Exhibit D" proves that Shaw Industries represented the flooring without the labor exclusion they now claim.  They have yet to provide any legitimate documentation to refute the express warranty promise stated in "Exhibit D."  
  
  Shaw Industries continues to say what they will not do and how they will not stand by their promise, but they have yet to show how they can legally have that stance.  They are in direct violation of the Magnuson-Moss Warranty Act and have definitely falsely advertised the flooring that I purchased.  Shaw's stance signifies that they are not concerned with honoring their written word, keeping happy customers, or following Federal guidelines.
  
  Dealing directly with Shaw Industries over more than nine months has yet to result in Shaw honoring the coverage they advertised or meeting the minimum level of the Federal requirements for warranties on consumer products.  I only resorted to involving the ******* ***** ********** (***) because of Shaw's unwillingness to take the correct and compliant action.  The *** told me to file with the ** ********** ** ******* (*****) and the Better Business Bureau (BBB).  It would seem that any reputable business would eventually feel obligated to honor their warranty as Federal regulations require, and as they represented, they would in "Exhibit D" once these major institutions were involved, if not before escalation. 
  
  At this point, Shaw Industries has not offered me a satisfactory option to resolve this matter.  Again, I ask that Shaw Industries, Inc. provide me with the warranty document, a valid/legitimate one, that supports their stance of excluding coverage for associated labor expenses for the defective flooring material replacement that Shaw has approved in my claim.

   

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

  

  Business Response

  Date: 09/20/2024

  Mr. ****** has received a copy of the product warranty. For your reference, I have attached a copy of the warranty for both your and his review. We have approved this claim as a courtesy to the customer, in accordance with our product warranty. Please note that the labor warranty has expired for several years.
  
  Mr. ****** has the option to select a comparable product at no additional cost to him, or he may choose to accept a settlement of $5,000.00. Labor costs will not be covered. 

  Customer Answer

  Date: 09/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Shaw Industries, Inc.,
  
  In their most recent response, Shaw Industries sent me the same
  invalid warranty again, which has happened numerous times now.  As I've requested, a valid/legitimate warranty would be for the
  Leesburg DURAS (not REPEL) ***** Cinnamon 2000 Color with Mixed Width hardwood
  flooring material, which would also need to be from my purchase date or
  before.  Any warranty dated after my date of purchase is
  invalid/illegitimate and irrelevant to my claim or flooring
  material.  
  
  I bought my flooring in 2017. The warranty document Shaw just
  provided is dated 05/31/2024. The 2024 date alone makes the warranty they
  supplied invalid. In addition, the warranty supplied by Shaw is not for my
  Duras material line; it is for the Repel material line (not my product's
  material line). 
  
  At this point, it's pretty clear that Shaw has no legal basis for
  their stance, if they did they would simply be able to provide a valid historical warranty
  document, as I've asked them to provide.  They have refused to provide a
  valid warranty document.  They have also failed to address the false advertising issue, and
  they failed to address how, after I filed this complaint, they reduced the
  amount of square footage for the flooring material approved for this claim.  Shaw is regurgitating the same options, which do not honor the
  coverage they advertised or meet the minimum level of the Federal requirements
  for warranties on consumer products.
  
  Again, I ask that Shaw Industries, Inc. provide me with the
  warranty document, a valid/legitimate one, that legally supports their stance
  of excluding coverage for associated labor expenses for the defective flooring
  material replacement that Shaw has approved in my claim.
  

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

  

  Business Response

  Date: 09/25/2024

  The product is a Duras product with Repel. Repel is a water resist upgrade to the Duras product. The warranty is correct. All warranties updates and reviewed periodically and this one just happened to be reviewed in May. Our info center has confirmed this is the proper warranty for flooring style # ***** which is what Mr. ****** had installed in his home in 2017. I have attached the spec sheet that shows this is the Duras Repel product. 

  He does not believe he has the Repel product. The Repel products carry only a 2-year warranty on labor while the basic Duras carries up to 5 years. Either way Mr. ****** was well outside those labor windows and will not be able to offer any labor assistance.

  Customer Answer

  Date: 10/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Dear Shaw Industries, 
  
  I have already provided three (3) forms of proof that I, in fact, have ***** (not *****, as Shaw's representative is now claiming).  I have attached the proof to this complaint.
  
  I have Duras flooring, not "Duras product with Repel" or "Duras Repel," as you claim. You claim I don't have the "basic Duras" flooring, yet Shaw has provided no proof of that—just words without evidence. I have provided evidence to support my statements.  
  
  The document that Shaw most recently provided doesn't show my ***** product or the date that the document was created. It could have been generated yesterday.  Regardless of the issue of that date, the document doesn't list my flooring line or even give an accurate description, such as texture.  My ***** line is "heavy scraped", not merely "scraped".  Where is the product lineup from 2017 that shows that Shaw offered both a "basic Duras" line and a "Duras Repel" line simultaneously?  If my flooring has some extra special "Repel" coating and coverage, it would be mentioned somewhere, and the "Repel" logo and trademark would be shown on related documents just as it shows on the invalid warranty document that Shaw has shared from 2024.  Plenty of logos and trademarks exist on "Exhibit D", and "Repel" is not one of them.  
  
  Shaw still needs to provide a valid/legitimate historical document that would legally support their stance of denying labor coverage for my claim.  
  
  Shaw continues to produce irrelevant documents and attempts to gaslight me into thinking that the proof I have from three (3) separate sources, is incorrect, and that their comments (without proof) are what I should believe.  Again my proof (that my Shaw Flooring is "*****", not "*****") is the label of the flooring material box ("Exhibit C"), the builder's email ("Exhibit A"), and Shaw's email ("Exhibit B"). (These exhibits were attached to my original complaint and again to this response.)
  
  Shaw violated the Magnuson-Moss Warranty Act and falsely advertised my flooring product.  
  
  Shaw claims they have provided a valid warranty document but have yet to do so.  They continue to provide invalid documents.
  
  To settle this matter, I ask that Shaw address my statements, honor the coverage they advertised with no exclusions, and remedy this complaint with a full refund for all materials and all labor expenses required to make me whole.
  
  I prefer to resolve this claim without further delay.   I filed my claim in December of 2023, which has occupied far too much of my time.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/19/2024

  Type:Product 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.

  After months of complaining, and negative reviews, Shaw sent out 5 new boxes of ****** dockside hickory flooring. This was June of 2023, here we are August of 2024 and guess what the new boxes of flooring are separating and cracking. Informed Shaw and once again, we'll send out an inspector. I know what happens next, the inspector comes and sides with Shaw and nothing will be done. I encourage THE BBB to do something about this because there are 70 complaints about Shaw's LVP, and it's the same thing ,horrible product. How many people have to get ripped off before something is done. Maybe a class action lawsuit. I don't want anymore boxes, I want a refund because I have decided to go with a different floor. It has been 3 yrs and my floor looks horrible. 10 yr Warranty floor,good for high traffic. All lies. Shaw is false advertising .I bet the rich CEO wouldn't have this floor in his home. I want my money back.

  

  Business Response

  Date: 08/19/2024

  Shaw had this material inspected by a certified independent flooring inspector.  The inspector found no product abnormalities or deficiencies in the installed or uninstalled material onsite.  He said the affected boards had creases at the ends indicating the ends were not properly aligned at the time of installation and force was exerted on them during installation causing damage.  Our installation instructions clearly advise "“Install the second plank in the row by angling the end tongue into the end groove of the first plank. Be careful not to bend the corner of the plank. Install the second plank in the second row by inserting the short end tongue into the previously installed plank groove. Align the plank so that the long side tongue tip is positioned just over the groove lip of the plank in the first row. Working from the end seam, at a low angle, insert the long tongue into the groove of the adjoining plank. Very little force is required to seat the tongue into the groove. You should feel the tongue lock into the groove.”  If the angles are too great, or too much force is used, then the joints can be damaged and leave a crease as seen onsite at the time of inspection.  

  All that being said, as an accommodation to satisfy the consumer.  Shaw will issue a credit to Lowes reimbursing our full cost on the material.  We will not give any consideration to expenses for labor.

  Customer Answer

  Date: 08/20/2024

  
  
  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:08/09/2024

  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.

  Twenty-Year Warranty Attached below. We are empty nesters who bought Shaw carpet for our upstairs bedrooms and one downstairs closet. Close to $4000. We bought it from ****** ******** *** ********* about five years ago. It was supposed to have a 20-year warranty. The carpet has compressed and worn a great deal, even in rooms that are only entered for vacuuming from time to time. The previous carpet did none of this. After we approached ****** ********* about a warranty claim, they wasted almost six weeks finding out about the warranty. Manufacturer Shaw Floors agrees the carpet has compressed and worn poorly but they refuse to honor the warranty because we cannot prove we had the carpet (in unused rooms) professionally cleaned every 18 months.

  

  Business Response

  Date: 08/15/2024

  Hello,

  After careful review of your claim and the details provided, we regret to inform you that we are unable to approve warranty coverage for the carpet until it is professionally cleaned.
  
  According to the guidelines set forth by the ****** *** *** ********* *****, professional cleaning is essential for maintaining the integrity and appearance of carpet. (*** 205 Residential Carpet Standard for Maintenance and Cleaning)
  
  During our assessment, it was noted that the carpet in question had not undergone professional cleaning, which constitutes a failure to adhere to the prescribed maintenance procedures. As a result, the damage observed cannot be attributed to a manufacturing defect but rather to a lack of proper care and maintenance.
  
  We understand that this may be disappointing news, and we want to assist you in any way possible.

  We recommend consulting a professional carpet cleaning service to address the current condition of your carpet. This proactive step may help in restoring its appearance and extending its usability.

  If after professional cleaning you continue to experience concerns regarding your carpet's performance, please contact Shaw. 

  Thank you,

  ******* ********* 

  SR Claims Manager

• Initial Complaint

  Date:07/30/2024

  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 installed flooring manufactured by Shaw Flooring from ***** **** *********** The flooring came with a Warranty From ***** and Shaw Flooring, ***** is responsible for the first year, and claims greater than a year old are handled by Shaw Flooring. Shortly after installing the LVP flooring, areas peeled and the planks would not stay locked together. At that time, one of our children had to have open-heart surgery, and the flooring was installed over the next two years.
  We notified ***** and they were more than helpful in getting us the warranty claim form. We submitted the claim form as instructed, but the ***** Flooring manager told us that Shaw would deny the claim because they had seen it previously. We reviewed how we installed the floor with the ***** employees and they agreed we installed it in compliance with the instructions included with the flooring.
  We were contacted by an independent inspector sent by Shaw and the flooring was inspected and samples, box end, and a piece of underlayment were given to the inspector to submit to Shaw for inspection. After more than four weeks, we started trying to contact Shaw to see where the claim was. We finally contacted ***** ******** and she said she hadn't heard back from quality on the sample inspection and she would get the decision out to the Flooring Manager of the ***** store as soon as she heard from the Quality Inspector. After another week I reached out to the Flooring manager, he said that he had received an email saying the claim had been denied due to multiple reasons. All of those were things told in the included instructions to be done. A copy of the denial is included, additional information and pictures can be included if necessary.

  

  Business Response

  Date: 07/30/2024

  Shaw has the samples from the inspector and we are having it reviewed by our quality manager.   We should have results within the next few days.   These results will be sent to the ***** store manager. 

• Initial Complaint

  Date:06/03/2024

  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.

  I purchased flooring from ***** which is made by Shaw Industries.
  The floors were falling apart within a few months and one portion was fixed by ***** They continued to fall apart and ***** replaced them in 2023 nov
  They continued to have problems - the planks were not connecting right and they were coming apart
  ***** said to try the manufacturer for the warranty which is Shaw Industries
  Shaw Industries sent an inspector to the home in 5/2024 and said that both ***** and shaw industries would contact me about my claim
  
  I got an email from ***** sayings it was rejected but given me no reason
  I contacted Shaw Industries and they said to contact *****  I am handicapped and out 2700 dollars for the floors and have to put throw carpets over them so they were continue to fall apart

  

  Business Response

  Date: 06/03/2024

  Mrs. *****,

  Thank you for bringing your concerns regarding the communication of your warranty claim to our attention. Following a thorough investigation, we promptly shared our findings, including a detailed inspection report, with the relevant store associate on May 13, 2024.
  
  Today, we have personally reached out to ***** *****, the representative at ****** Store #****, who has assured us of her commitment to contacting you. She will discuss the decision on your claim and ensure that you receive a copy of the inspection report.
  
  We trust that this proactive step will alleviate any uncertainties you may have regarding the outcome of your warranty claim.

  Kindly,

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

  Senior Claim Manager, Shaw Financial Services 

• Initial Complaint

  Date:05/16/2024

  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 purchased Shaw Flooring’s PRO SERIES LVP flooring. The flooring has major manufacturing defects with long strips of the side and end of the planks. These pieces are sharp and have hurt my wife and I when we don’t see the broken pieces. I’ve contacted Shaw and they send a “Flooring Expert” to examine this problem. He reported back to Shaw that our floor was uneven. I put my level on the floor and it was level as I suspected.
  
  When we approached Shaw once again we were told that our sub-floor had “waves” in it causing the problems. They told us to hire our own expert ($500+) to examine the planks. Our general contractor examined the floor and declared the issue to be a manufacturing defect. The product has a lifetime warranty but it was not honored.
  
  We also contacted the company that we purchased the floor from (*****) and received no assistance in replacing the planks. Neither company would assist us. So, we now have to purchase new flooring. It will not be a Shaw or a ***** purchase.
  
  The bottom line is this; do not purchase Shaw Flooring products.

  

  Business Response

  Date: 05/16/2024

  Mr. *****,
  
  Shaw has completed a thorough review of your warranty claim #****** and ******, due to concerns that the flooring was separating. As part of our investigation, we contracted an independent certified flooring inspector to conduct a site inspection and submit a report of his findings. A copy of the written report has also been attached.
  
  
  According to this report, no manufacturing defects or warranted performance failure were observed to be the cause of the separations in your flooring. The inspector concluded the following, "One plank, located at Main Entry door, that is missing a chip of the surface layer at the corner of the plank is consistent with damage that has occurred during or after installation. This is not a manufacturing defect. Five planks, located in the Kitchen, that are missing slivers of the surface layer along the longitudinal edge of the planks are consistent with damage from a substrate that is not flat to within the manufacturers flatness tolerance. (Citation 1)
  The broken longitudinal edges of flooring in the Kitchen are flexed vertically when stepped on due out of flat condition in these areas. This movement flexes the locking mechanism beyond its design capability, causing the sliver to break off from the edges.
  The squeak observed in the Kitchen near broken edge 3 is consistent with movement in the luan underlayment and/or wood substrate. The movement in this area along with the substrate being outside of the flatness tolerance is causing the missing slivers of flooring in this area.
  
  CITATIONS
  
  Citation 1
  SmartCore Pro, RESILIENT INSTALLATION GUIDELINES FOR SPC PRODUCTS, Page 1, II. SUBFLOOR INFORMATION,
  All subfloors must be clean, flat, dry and structurally sound. The correct preparation of the subfloor is a major part of a successful installation. Subfloor must be flat; 3/16" in 10' or 1/8" in 6'."
  
  Shaw's warranty claim investigation has determined that the condition of your flooring is a direct result of failure to install the flooring according to the manufacture's guidelines.
  
  We are sorry that we are unable to help beyond this point. I understand that this may cause inconvenience, and we sincerely appreciate your understanding in this matter.
  
  Kindly,
  
  ******* *********
  Senior Claims Manager, Financial Services
  Shaw Industries Inc.

  Customer Answer

  Date: 05/16/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not install this floor, a contractor working in conjunction with ***** where I purchased the flooring. Two flooring experts reviewed the damages and both agreed, separate from one another that the planks in question is delaminating and this was a manufacturing problem. The inspector that Shaw sent to my home gave contradictory statements on the cause of the delaminating problem. His first statement was that, our kitchen floor was not level. The second statement was that a part of the sub flooring had bumps and dips that caused the floor damage.

  By no means am I that gullible to believe that both reasons exist. If Shaw was paying for my time as flooring inspector I would determine that the issue was not Shaw’s fault. This way he would continue to be contracted by Shaw. His job, is, in my opinion, to make Shaw look like the good guys. 
  

  This type of flooring is manufactured to float and not to cause the delaminating in the same place on each planks. Shaw offers an alleged life and that warranty was not honored. For me to replace the floor will cost in excess of $3,000. I am disabled and had ro retire due to my disability. A fixed income from Social Security is the only income that I receive.

  i am a wood worker and I put my own level on the floors and it went to center bubble each time. This is a true indication that the floor is level. 

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

  

  Business Response

  Date: 05/21/2024

  Thank you for bringing your concerns regarding the warranty flooring dispute to our attention. After conducting our initial investigation, we have determined that the cause of the flooring concerns is related to the installation rather than the product itself. There are clearly sub floor flatness issues, these are documented via measurements as well as by the way the flooring has movement - the flooring could not be able to dip down if the subfloor below it is sound and flat.
  
  To ensure a thorough and fair assessment, we recommend that you obtain a second opinion from an independent flooring inspector. This will provide an unbiased evaluation of the installation and help clarify any discrepancies.
  
  We understand the importance of resolving this matter promptly and to your satisfaction. If you need assistance in finding an independent flooring inspector, below you will find more information.
  
  The agencies that we accept certification from are ****** ****** ****** ***** **** ****** ***** ** ****. The websites below are the most used by consumers/retailers to locate an inspector in their area.
  
  *********
  *********
  *********
  
  If you receive a report stating that the issues with your flooring are due to a product issue, please submit that report to ****** and they will share it with Shaw.
  
  Thank you for your patience and understanding.
  
  Kindly,
  
  ******* *********
  Senior Claims Manager, Financial Services
  Shaw Industries Inc.

  Customer Answer

  Date: 05/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This manufacturing problem and the delaminating that has occurred has been blamed on my floor being unleveled, waves in my subfloor and now the installer. This ploy is nothing more than Shaw Flooring’s method of denying that the flooring is defective and taking no responsibility in replace the floor. Shaw Flooring just does not want to honor it’s warranty.

  As I have told you before:

  I am disabled 

  I cannot afford to either hire another examiner ($300~$500) nor can I afford to replace the defective flooring ($3,000). My monthly income is $3,000 and I can’t afford to take either action.

  The flooring was purchased in good faith after examining Shaw Floorings lifetime warranty. Apparently that warranty is bogus and never meant to be honored.

  Shaw Flooring’s attitude and blame shifting in this incident is appalling.

  I expect your firm to perform the right and honorable course to rectify this situation.

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

• Initial Complaint

  Date:04/25/2024

  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.

  My flooring was installed 06-28-2021. The flooring has known issues and Shaw is saying it’s due to humidity in the flooring. My insurance says otherwise with their testing they did. This manufacture needs to honor their own words and their own warranties stated on their products. My daughter can’t even play on our floor because it’s breaking and lifting. This company should talk to the people who paid good hard earned money to make their homes nice! I don’t care that I am not a seller of the product. I’m the one who paid for the flooring. The tattered barn wood flooring that was installed in my house is terrible and I was told it was due to humidity in the flooring. My other test I have had done prove that is a lie. Shaw needs to back their product and honor the (warranty and waterproof labels). This is ridiculous and should be fixed.

  

  Business Response

  Date: 04/29/2024

  Ms. ******** claim was received in our office March 5, 2024. Uninstalled samples of the material were requested for evaluation but were unavailable. A third party certified resilient flooring inspector was commissioned to evaluate the installed material. The inspector's findings indicated the issues seen were due to elevated moisture present in the concrete slab. It is the responsibility of the installer to determine if the moisture readings are within the required parameters before installing the new flooring product. There were no manufacturing issues noted by the inspector in his report. If Ms. ****** would like a copy of the report and the accompanying photographs, we ask that she provide her email address. 

  Customer Answer

  Date: 05/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I had another test done by my insurance and they said there was no moisture. Shaw just doesn’t want to replace horrible flooring. Read the comments and complaints. They speak for themselves. My floor is poor manufacturing. Not moisture. My insurance even did leak test and everything and there was no moisture found. Shaw just doesn’t want to replace all the bad flooring distributed that needs replaced! 
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 05/17/2024

  We will be glad to review the report from the insurance company. Please attach a copy of the report results and any certifications the testing company has and we will submit them for review. 

• Initial Complaint

  Date:04/17/2024

  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.

  I own a retail storefront in texas. I contacted ******** ****** *********** to purchase flooring. The first transaction with them went smooth. I ordered White Sand Endura Click Plus Flooring Manufacture through Shaw, NO COMPLAINTS. Customers walked in and complimented me on the flooring and always asked for the brand (shaw) and specs. I have referred over 200+ customers their way.
  
  We are now opening our second storefront which happens to be RIGHT next door to a flooring company who also carries Shaw. We contacted the same company, same sales rep, and let them know we wanted to order more of THIS EXACT COLOR & STYLE. And let them know we had 7 boxes left over from our last order, needing a total of 52 boxes.
  
  Fast forward, our contractor installs the flooring and we go to see it for us to have TWO TOTALY DIFFERENT COLOR PLANKS installed on our floors.
  
  We inspected the boxes. Both read color 02013 however skus are different, item number different.
  
  We are now 16 days away from our grand opening with hideous looking floors and no resolution as to whats going on.
  
  We are needing a full replacement, including labor cost reimbursed and for the original flooring we ordered WHITE SAND to be delivered to our door steps within the next 7 days. If not, we will be pursuing this matter further. This has caused us so much stress and a delay in everything we have to do to get this store ready. We are at a standstill and I am livid. I have referred soooooo many people to SHAW now im furious.

  

  Business Response

  Date: 04/17/2024

  Shaw received notification of this claim on 4/12/2024. Samples have been requested for evaluation and being shipped by ******** ****** for further review of the claim. Once received and reviewed, Shaw will work with ******** ****** on a resolution. ******** ****** should communicate findings and next steps with the end user.

   

• Initial Complaint

  Date:04/02/2024

  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.

  We purchased and installed LVP 2 years ago. Ever since installing we have noticed issues with part of the planks breaking, and separating. This is not happening on every single piece. Shaw wants to blame it on the subfloor being uneven and improper installation when we took our trim off and allowed room for expansion. This flooring is brittle and when you pay for something name brand like Shaw it should be high quality, and durable and be able to withstand light foot traffic and installation. We had several pieces break during installation that we had to throw away, and several pieces in the box already broken from the start. This flooring is absolute poor quality

  

  Business Response

  Date: 04/02/2024

  Mrs. *********,

  Shaw has completed a thorough review of your warranty claim #****** filed on March 5th, 2024, due to concerns that the flooring was separating. As part of our investigation, we contracted an independent certified flooring inspector to conduct a site inspection and submit a report of his findings.

  Click on the link below to access the complete inspection report, with photos. A copy of the written report has also been attached. 

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

  According to this report, no manufacturing defects or warranted performance failure were observed to be the cause of the separations in your flooring. The inspector concluded the following, "The separation, fracturing/breakage, and creased edges of the flooring material is the result of disengagement of the locking mechanisms from an out of flat subfloor/substrate condition.  A flat (within tolerance) substrate is critical for any floating floor.  Undulation of a substrate allows vertical movement of the finished flooring material, thus causing undue pressure on the side and end joints that will lead to failure of the locking profiles.

  Shaw's installation guidelines state the following. II. SUBFLOOR INFORMATION
  All subfloors must be clean, flat, dry and structurally sound. The correct preparation of the subfloor is a major part of a successful installation. Subfloor must be flat: 3/16" in 10' or 1/8" in 6'. 

  Shaw's warranty claim investigation has determined that the condition of your flooring is a direct result of failure to install the flooring according to the manufacture's guidelines. 

  We are sorry that we are unable to help beyond this point. I understand that this may cause inconvenience, and we sincerely appreciate your understanding in this matter.
  
  Kindly, 
  
  ******* ********* 
  Senior Claims Manager, Financial Services 
  Shaw Industries Inc. 

  Customer Answer

  Date: 04/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not agree with this. There are several spots that are flat and still have the issue with the pieces breaking. The locking part of the flooring was very brittle to begin with as we had several pieces broke during installation that we had to throw out and use a new piece.
  
  
  
  Sincerely,
  
  
  
  ****** *********

  

  Business Response

  Date: 04/08/2024

  Mrs. **********,

  Thank you for bringing your concerns regarding the warranty flooring dispute to our attention. After conducting our initial investigation, we have determined that the cause of the flooring concerns is related to the installation rather than the product itself. A floating floor installation can be compromised in all areas, even when there are only some areas with out of flat subfloors. 
  
  To ensure a thorough and fair assessment, we recommend that you obtain a second opinion from an independent flooring inspector. This will provide an unbiased evaluation of the installation and help clarify any discrepancies.
  
  We understand the importance of resolving this matter promptly and to your satisfaction. If you need assistance in finding an independent flooring inspector, below you will find more information. 

  The agencies that we accept certification from are FCITS, IICRC, IFCII, NWFA, ITS, NALFA, CTEF, or FDET. The websites below are the most used by consumers/retailers to locate an inspector in their area.
  
  *********
  *********
  *********  

  If you receive a report stating that the issues with your flooring are due to a product issue, please submit that report to ******* and they will share it with Shaw. 

  Thank you for your patience and understanding.

  Kindly,
  
  ******* *********
  Senior Claims Manager, Financial Services
  Shaw Industries Inc.

  Customer Answer

  Date: 04/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I want to know if Shaw expects every single house in the county to have a completely level subfloor. Houses settle over time and sub floor can expand and contract with the weather as well. This flooring has terrible quality if it can not withstand houses settling etc. I do not agree with their response.
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:03/25/2024

  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.

  I brought Item# *******, model# **********, invoice# *****, po# *********, qty 14 boxes for 290 sq ft kitchen, ********* ****** stone vinyl title 12-mil x 12-inW x 24-in L, from ***** ** ******* *** ***** on 3/19/2022, the installer was *** ****** ********** * *** ************ he installed the flooring on 23 April 2023, I have the invoice if needed. He has been back at least three times to tighten up the flooring due to the small seams for locking comes loose, now the majority of the flooring is loose, I had another contractor come in to give me some advice, ***** ******** ***** ************, he pulled up many titles and try to lock them in, NOTHING, it will look tight but they want lock. The contractor who originally installed it came out two times to tight it up it still came loose. I had a independent contractor come out and he said the slots use for it to lock in place want stay lock, guess what Shaw industries had to say, claim denied due to the flooring was not install right cause it was to tight on the edges. **, do you tighten up flooring that is already tighten according to the denial claim? The same contractor installed the smartcore aliment flooring thru the entire house the same week and its good no issues. My question how many other people have had issues with this flooring and why did they discontinue it, Stone 12-mil x 12-in W x 24-in L Water Resistant Luxury Vinyl Tile Flooring (19.63-sq ft/ Carton) at *********. I have read others reviews on ****** flooring about this product and its not good!

  

  Business Response

  Date: 03/25/2024

  Mr. ******,

  Shaw has conducted a thorough review of your Shaw Claim #******, your statements, and the statement you have provided from the contractor that installed your flooring. Our review confirms that the gaps occurring in your flooring are a direct result of improper installation.  However, as a gesture of goodwill, Shaw will agree to provide material credit with ****** store #****. Labor compensation will not be considered as a certified independent inspector concluded that the flooring was not properly installed.

  Since the model you originally purchased is no longer sold by ****** you can select any other comparable flooring product that ****** sells at store #****. You will not be responsible for payment, unless the product you select has a higher retail cost than what you originally purchased. Shaw has contacted a ****** flooring associate at store #**** on 03/25/2024 to confirm the process. Please contact a flooring associate at store #**** assist you in acquiring 14 boxes or 274.82 Square Foot of flooring.

  Kindly,

  Shaw Claims