Complaints
This profile includes complaints for Great Western Flooring of Naperville's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/12/2024
Type: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.
Date of transaction is 10/23/24 and completed 11/23/24 Total price is $2,489 I recently hired Great Western Flooring for a flooring installation project, but unfortunately, the work was performed in a rushed and chaotic manner. During the installation, the crew was handling materials so quickly that it resulted in damage to my TV stand, specifically breaking the glass on the bottom shelf. I have uploaded a photo to show the damage; the bottom glass piece, which normally sits flush against the wall, was moved solely to capture the damage in the picture.I paid $300 for this TV stand, and I believe Great Western Floorings negligence during the installation directly caused this breakage. Despite reaching out to them to address this issue, they have refused to take responsibility. I am seeking resolution and compensation for the damaged property caused by their teams carelessness.
Business Response
Date: 11/14/2024
Our team was made aware of this complaint earlier this week as well. We have been in communication with the customer - who contracted carpet replacement material/labor via the ****** Flooring Program (Fulfilled by Great Western Flooring as the vendor partner). The customer did not contract ******/*** for any furniture removal or resetting as part of their scope of work. The crew did not complete such items, either. Additionally, the area that the TV stand is located was NOT an area that any scope of work was completed in. While the crew was efficient in completing the work, we do not take responsibility for items in a home being properly stored or removed prior to a light construction project being completed.Customer Answer
Date: 11/15/2024
Complaint: 22545021
I am rejecting this response because:
The crew was not just efficient with their work; they were fast and careless. The TV glass stand was next to them during the installation, which resulted in it being broken. If the glass TV stand was in the way, they should have said something. It was right next to the work area, up against the wall where they were installing the carpet. Claiming that the TV stand was not in the same area is inaccurate, as there is glass all around the area and even visible in the pictures. I am simply requesting reimbursement for the damage the crew caused to my TV stand. Great Western Flooring Co. states: "We are devoted to our customers and to the ****** of ********************: Accountability, Reliability, and Trustour motto and promise to you." However, they are not upholding that promise by failing to take accountability for their crew's actions.
Sincerely,
******* *********Business Response
Date: 12/02/2024
Unfortunately, we are unable to provide any compensation as requested. The signed worksheet is attached which details (in addition to the written contract) what exactly is included and what the customer expectations are for preparing the home for new carpeting. Mr. ********* did sign a specific disclaimer on this point.Initial Complaint
Date:03/29/2023
Type: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 May 2021 Great Western Flooring (GWF) installed luxury vinyl plank to the first floor of my home. In January 2023 the planks began to lift and buckle throughout several areas of the floor. In some rooms the planks actually came entirely out of their position on the floor. This has created a tripping hazard which makes it difficult for the kitchen floor to even be walked on. A field manager from GWF visited my home in February 2023 and assessed the damage to be from poor installation. The president of the company, *********************, offered a small installation discount to have the entire floor redone. We, the customer, would be responsible for the cost of the new materials, product and the remaining labor fees that were not discounted. The original floor purchase was aproximately $9000. The new estimate including their discount would be aproximately $13,000. The floor is covered under warranty however they are stating that because a wheelchair was used it voids the warranty. The warranty received from the manufacturer, ****, does not specify this. I'm seeking help to get the floor replaced or refunded.Business Response
Date: 03/30/2023
Unfortunately, the customer's use of this ******************** has excluded it from the warrantable conditions and has caused the floor to fail. Please see attached for the warranty guidelines, specifically where it states:
The following are not covered by this warranty:
Damage caused by any of the following:
Fire, *****
Flooding
Subfloor moisture emissions
Alkali emissions
Vacuum cleaner beater bar
*****Intentional or accidental abuse*****
*****Castor chairs/rolling loads use chair pads under castor desk/rolling chairs*****
Moving heavy appliances
Cuts or gouges from sharp objectsCustomer Answer
Date: 03/30/2023
Complaint: 19869859
I am rejecting this response because: the warranty is not specific to wheelchairs. Also, GWF neglected to advise this may be a concern prior to the product and install purchase.
Sincerely,
*************************Business Response
Date: 03/30/2023
There cannot be such language as to discriminate against a specific medical device in a warranty. The language does specify "rolling loads". Great Western Flooring cannot be responsible for the use of the floor by the end user.Customer Answer
Date: 03/31/2023
Complaint: 19869859
I am rejecting this response because: my questions have not been answered.Why was I not advised during the sales consultation?
Why was the field manager assessment of faulty install given?
Sincerely,
*************************Business Response
Date: 03/31/2023
All solutions to the current issue have to be based on the current condition of the flooring based on warrantable coverage. GWF has offered to participate in a solution to install the flooring in a manner that will better withstand your current use, but there is nothing defective about the original installation or product that has caused it to fail.Customer Answer
Date: 03/31/2023
Complaint: 19869859
I am rejecting this response because:Again....
Why didn't your sales consultant provide their expertise upon floor selection?
Why did your field manager tell me the issue was due to poor installment?
Sincerely,
*************************
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