ComplaintsforGreat Floors

• Initial Complaint

  01/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  02/10/2023

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

  Customer response

  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

  02/28/2023

  We have Refunded the costumer. 

  Customer response

  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

  01/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  01/19/2023

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

• Initial Complaint

  12/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  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

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  01/05/2023

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

  Customer response

  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

  10/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  07/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  04/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went in July 2021 to Great Floors Lynnwood to purchase tile and grout as we were installing a new fireplace. We had a great experience with a salesman and we purchased tile and paid. Due to extensive supply issues we waited months and finally contacted them only to hear from the manager that the salesman managing our tile quit. They appeared to have no checks and balance. However we assumed we were back on track. An install was scheduled winter 2021. They installed stopping over an inch from the floor leaving exposed 2x4s and the entire area under the fireplace. Weve reached out to the manager, the warehouse supervisor and the **** Weeks and weeks go by without response. No phone call has EVER been returned. They finally contacted us the first week of March sharing they would install if we could be home the next day. We cancelled our work day and were home. They showed hours late and the installer only then shared they dont have grout- just tile. They sent a person to measure for the third or fourth time as they admitted their employees continue quitting and they have no paperwork of our case. After the tile was reinstalled, I emailed. That was on March 4th. No one HS ever responded. This is more than 20 emails, 10 phone calls to various Lynnwood supervisors and managers. No response. Adding the corporate office has also not aided in resolving this. We need grout installed and we need a white piece of marble under the fireplace. We cant get any communication or resolution. We are very concerned about their poor businesses practices as they required money in full and have never completed our project. Please help.

  Business response

  04/10/2022

  We are in contact with *********************** to provide a resolution to the issue.  The job was a referral from a fireplace shop that had not assessed the challenges due to heat and the construction of the surround to the new fireplace.  It required a specific type of grout to withstand the heat as well as being compatible with the glass tile selected.  The area under the fireplace was not supposed to be Great floor's scope of work, but rather the fireplace shop's.  Great Floors will proceed with a resolution this week as we prefer to finish jobs correctly and will be in contact with ***************.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10k paid to Great Floors Fed. Way store. Now almost 1 year ago. Floor ended up buckling terribly during last heatwave. Called store (Great Floors Fed. Way). They said they had NO FILE about my flooring job AT ALL! I then called the Salesman I orig dealt with ( *********************), who said " I do my own schedulinh so the store wouldnt have your file at all". Then ********************* sent his brother ****** out after NUMEROUS scheduled appts. where he had been a NO SHOW. I was never contacted to say that he was not coming out on NUMEROUS occasions for MONTHS. When he showed up, he said orig. installers had put flooring rt. next to wall, no room for expansion. He took his Skillsaw and cut boards. Now around the base of kitchen island, bathroom, + there is 1/2" gap w/ staples + nails showing. " Corded trim" was ordered. Almost 2 more months, and 2 sched. appts were cancelled that I waited for him to show..and not a word or call from them. I just want this job finished!! Im tired of their NUMEROUS excuses, lack of contact, lame promises. I just want this job COMPLETED. It been almost a Year dealing with this. I have documented everything in writing as well. 1 very PO customer! The **************** needs to better handle their stores.

  Business response

  11/04/2021

  Per our manager overseeing the job. "She did have a floor that went in perfect and then buckled 4-5 months later. We have been out several times over the Last Year to make it right. Once in a while we have tough Jobs like this. We are going out this Thursday to install Some Q round on Her Kitchen Cabinets. Once that is complete the Job will be made right 100%. This has been a tough install with the buckling but we have made it right. As it stands now Qround is the only outstanding issue. I scheduled it with her last week."

  Customer response

  11/04/2021

   
  Complaint: 16063703
  
  I am rejecting this response because: The flooring was never installed " Perfectly " the first time. Yhe flooring was installed without leaving any gaps whatsoever for expansion, hence the buckling. The dyore itsrlf had NO information about my original install when I contacted them directly when the buckling occurred..I was left to deal Solely with their Salesman who later it yurnd out..dors his " own scheduling ". Yes, thry csme out numerous times, but it yook SEVERAL months to get them to actually show..with many NO SHOWS. The only contact thst I had for voncrrns was the Salesman, ***********************' phone separate from the store. There were NUMEROUS excuses and I had to initiatr ALL of the communication in order yo get responses that took forever to receive.

  Since ****** works at the store, of course he is going to try  to make this all Sound like the original job was done correctly. I have kept a record of all the numerous texts and calls, and this is thr last chance for thrm yo make thngs right. It has been a nightmare dealing with this company to say the least. I plan on contacting Great Floors Insurance Company as well as L& I yo alert them to yhis terrible business. 
  
  Sincerely,
  
  Siochain Deva

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Work order JB21-059353-W0002 July 14,2021. The floor itself is very nice. WE had to pay for this 100% upfront. The problem is it is still not completed! The molding and walls were a mess when the flooring was completed. WE called Great Floors and they said they would send out the head of the ****************** to check it out. ****** came out and took pictures and in his own words "It Sucks"! We called several times with no sucess just to hear the same thing over and over, "we are working on it"! ****** then suggested my husband could refinish the baseboard and we could send the receipts to him for repayment of his labor and expenses. This was done by my husband who is 83 yrs old on his hands and knees which should not have come down to this. To date no completion of molding that was missing or loose baseboard hanging in closet. This is just so wrong, especially having to pay 100% upfront for a uncompleted job.It has been numerious phone calls and text messages to *********************** Sales.

  Business response

  10/19/2021

  I've received a response from the employee who is most familiar with this matter he said the following. 

  "This is very interesting. 
  
  Ive spoken with her husband multiple times. His name is *** Marchifava. I offered to get someone out there to fix the base. The husband insisted he had a friend who could hang all new base for him so I didnt have to worry about that. He asked for a reimbursement for the labor we charged him to R&R the base. I spoke to you about this, and you agreed to refund the money. Two or so days later, he calls and says that he, not his friend, went to ********** and bought materials to touch up the base. He did do the labor of his own accord. He did also ask for a refund for the amount of materials he bought and for his time as well. I once again asked you to okay this, which we agreed to refund an additional $150.00. After all this, I called and told him I would issue the refund to the credit card they paid with. He refused, saying he only wanted a check written to him. I remember asking ****** about this, and if I remember correctly, said we cant write a check, only refund the card. I could be wrong about this. The customer continued to refuse this and only wanted a check. 
  
  As for the piece of loose base in the closet and the quarter round, thats on me. I was waiting to receive the quarter round before I sent an installer for repairs. The quarter round has been received. I will schedule repairs ASAP.  
  
  
  Please let me know what I can do to help resolve this".

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/13/20 my wife and I made an initial payment of $5000 to Great Floors ****************************************** for imitation wood laminate flooring for the entire interior of our house. On 11/20/20 a final payment of $12529.95 was made. *********************** was the salesman we did business with. The installation dates were 12/17/20 and 12/18/20. The flooring was installed quickly and efficiently the problem is the molding around the fireplace, front/back doors and the bathrooms are the wrong color. The installing crew caught the mistake and said they would be back in two weeks to fix the problem. They never came back. We have called them multiple times over the last several months and stopped there in June to resolve the problem. Each time they say there is a supply problem but they will resolve the problem soon. Nothing has happened. We would like them to finish the job we paid them to do. Thank You.

  Business response

  08/19/2021

  ************** is correct that there have been supply issues with the trims he needs to complete the install.  ********************** didn't follow up on materials like we should have but ***** did meet with ************** last evening and new trims have been order and should be installed in the next week or so once they arrive.

*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. ↩