Complaints

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

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  Express Flooring

  4110 W Washington St Ste 100 Phoenix, AZ 85009-4623

  
• 

  Express Flooring

  16427 N Scottsdale Rd Ste 410 Scottsdale, AZ 85254-7102

  
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  Express Flooring

  2875 W Ray Rd Ste 6 Chandler, AZ 85224-3525

  
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  Express Flooring

  18521 E Queen Creek Rd Ste 105 Queen Creek, AZ 85142-5867

  
• 

  Express Flooring Albuquerque

  581 Quantum Rd NE Rio Rancho, NM 87124-4659

  

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:07/02/2025

  Type:Service or Repair 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.

  I contracted with Express Flooring on 04/25/2025 to install flooring in my home. The sales people indicated it would be a one day installation, it took 3. The delays were do to process and Quality issues incurred during the installation process 1)Failure to comply with the committed schedule 2)Installation of non-conforming planks requiring replacement 3)Damage to my home 4)Unacceptable leveling of the floor 5)Damaging newly installed planks requiring replacement 6)Failure to replace household furniture.7)Incomplete and unacceptable replacement of molding 8)Excessive gluing material not removed/damage to carpet 9)Failure to provide committed finical compensation for the incomplete and substandard installation.I have filed a formal complaint on or about 04/29 #**********, and there was partial remedy provided for several of the issues but not final update or complete resolution. I subsequently have reached out to company and filed a new Case **********, in last couple of days and at the time of filing was told the installation team would be contacting me ****. Been two days and no contact compelling me to escalate.

  

  Business Response

  Date: 07/03/2025

  We would like to confirm that Express Flooring and Mr. ***** have reached a mutual resolution regarding the concerns outlined in this complaint. 
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair 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.

  We were sold flooring for our entire house that included new baseboard install. We were assured the baseboards would fit as we have bullnosed walls and everything was laser measured. However, when the installers were finished we were not provided a walkthrough of the space (which is a requirement in the contract) and we realized there are 29 corners that were not measured correctly. I contacted the company multiple times and just was contacted saying that even though the job was measured and we went with Express flooring because they would install the baseboards, they would not replace the incorrect corners or reimburse us for the cost and labor of the install. They also caused signficant damage to the walls, trip, and damaged our dishwasher and front door to the point that they have to be rebalanced and we have to do signficant repair to the walls and trim. We want to be reimbursed for the cost of the labor and materials to fix their mistakes. We would have never gone with this company if they had told us they do not have the correct pieces and could not do our baseboards correctly.

  

  Business Response

  Date: 07/03/2025

  We would like to confirm that Express Flooring and Ms. **** have reached a mutual resolution regarding the concerns outlined in this complaint.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 07/07/2025

  I was told I would receive $1000 refund but I have not received the refund and cannot mark this complaint as resolved until I receive the money.  I emailed asking for an update last week but still have not received a response.  When I receive the money this complaint can be marked as resolved.  Due to the fact that I have until to today to receive a refund, I marked it as no as I have reviewed my credit card records and there is no refund processing.  Please send the money at at your earliest convienience.

  

  Business Response

  Date: 07/08/2025

  We have agreed with compensation, and it has been processed.
  Thank you for choosing Express Flooring.
  Best regards,
  Express Flooring

  Customer Answer

  Date: 07/08/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ****
  
   
  

• Initial Complaint

  Date:06/24/2025

  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 called the company to schedule repairs. They use a call center so my phone sends the call straight to voicemail. Doing this, I'm stuck in loop....I call and talk to customer service, they say someone will call me back....and the cycle starts over. I spent 2 hrs talking to ******* and can't unblock their number. The company refuses to use any other number to contact me.Their policy is to give the installers a chance to fix the problem, the installers are local, the company is in *******...I'm in ***********. I suggested to have the installers call me to schedule like they did originally and the company refused. They are not trying to remedy this issue.This is a brand new installation and the installers are contracted.All I want is the floor fixed correctly or a refund of one third of the price I paid. I am willing to take this to court si ce my damages are over $1000.Thank you.

  

  Business Response

  Date: 06/27/2025

  Repair scheduled for 6/30

• Initial Complaint

  Date:06/24/2025

  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.

  Work has not been completed. Still need upstairs baseboard installed in the two bathrooms. Wife has reached out many times since March and no longer hearing back from the company. Text and Emails go unanswered. Boards are at the house and should take less than 2 hours of work, but still no one will show to finish the job. We just want this last part done. Everything has been paid for so no reason for them not to finish. If they do have a reason, communication would be very helpful to understand what is going on. **Attached email has been edited to remove personal information as in address and cell phone numbers.

  

  Business Response

  Date: 06/27/2025

  Dear Mr. Hogue,
  Thank you for bringing this to our attention, and we sincerely apologize for the delay and lack of communication.
  Our local team has been notified and will be reaching out shortly to schedule the completion of the outstanding baseboard installation in your upstairs bathrooms. We understand this should be a quick fix, and we’re committed to getting it taken care of as soon as possible.
  We appreciate your patience and look forward to resolving this promptly.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:06/23/2025

  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.

  I had my floor installed in 2024, and there is already some damage on a section of the floor. An inspector, ***** **********, came out on May 9th, 2025 to inspect the damage, and said it would be repaired. I had been calling each week, and asking to speak with a manager, to see when the repair will be scheduled, and customer service keeps saying "someone will contact you". I asked them to leave a voicemail, in case I don't answer. I have yet to receive a call or voicemail, and it is June 23rd. I have even tried to call the inspector, but his voicemail goes to a different person's name, so not sure if he is with the company anymore.I called today, and was told that a woman named ***** attempted to call and was leaving messages. I have had no messages, but did see calls from an unknown number around the times mentioned. *******, who was helping me, tried to contact *****, but she would not answer.I am still waiting to receive a date to have this flooring fixed.

  

  Business Response

  Date: 06/27/2025

  Dear Ms. Thurber,
  Thank you for the opportunity to address this matter. We would like to confirm that the service request related to Ms. Thurber’s flooring concern has been completed.
  An inspection was performed on May 9, 2025, and based on the findings, a repair was approved. Following coordination with our team, the necessary repair work has now been completed to the satisfaction of our customer.
  We appreciate Ms. Thurber’s patience during this process and are pleased we were able to bring the matter to resolution. Should any future concerns arise, we welcome the opportunity to assist.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:06/23/2025

  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.

  I called the company in July 2021 to schedule a in-home consultation. **** ***** came out to my house on July 24, 2021. I picked COREtec Chesapeake Oak Vinyl Plank Flooring for 3 bedrooms and *********** began Aug 4, 2021. ***** and his helper came to do the job. After carpets were taken out, ***** started installing the flooring in the bedrooms. There are sliding door closets in each of my 2 guest rooms. The new floor for both rooms were good, but ***** informed me that both the closet door guides are not tall enough to hold the doors in place, so I told him to take the door guide and the wood attached underneath away so he can install the new floor correctly. I also told him that I will take care of the door guide myself. However, he didn't do any of those. He left the wood sticking out of the new floor and kept the original door guide. His work was so bad that he only stuck a piece of the new floor on the top of the original wood with double-sided tape, s**** the original door guide back in, caulked the sides of the wood piece, and called it a day. This happened to both of my guest bedrooms. I have stubbed my toes on that piece of wood multiple times because of it.After the 2 disastrous rooms, ***** moved on to the masters. He did good with the flooring inside the masters room, but moulding between the masters and the hallway was cracked when he installed it. I did not even notice it until after the installations were "completed".Last part were the stairs. He tried installing the stair noses after laying down the planks but failed, so he decided to cut into my original stair case instead. I stopped him right away. The company then sent another guy to do the stairs for us correctly, but the stair noses came loose and was slippery after a few weeks. I called the company to fix all those for us when we move out, their representative said no problem at all. I called them in May 2025, but till this day they still have not scheduled any of my repair requests.

  

  Business Response

  Date: 06/27/2025

  ROC dismissed case, we tried to resolve issue 4 years ago with no communication from customer.  On 6/27 - applying adhesive to stair nose.

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair 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.

  I called this business to simply get some pricing. After repeatedly asking them to stop calling and take me off their list, I receive a dozen phone calls from this company every day from different phone numbers (because I've blocked each phone number that calls from Express Flooring) since June 14th. They continue to harass me every day from different numbers and refuse to stop.

  

  Business Response

  Date: 06/24/2025

  Thank you for bringing this matter to our attention. We sincerely apologize to Ms. Bieker for any frustration caused by unwanted communications from Express Flooring.
  We have immediately initiated a review of her contact record and removed her information from all active marketing and follow-up call lists. Additionally, we are taking steps to ensure her number is placed on our internal Do Not Call list to prevent any further outreach.
  Please rest assured that no further contact will be made unless expressly requested by Ms. Bieker.
  We regret the inconvenience and appreciate the opportunity to address this issue.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 06/24/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23501278, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Kristina Bieker
  
  
  
   
  

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair 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.

  When we signed with express flooring, their representative called three different company installers to ensure that Express Flooring could do the work on our stairs. In addition to the other flooring we wanted changed.The materials they provided for the job were not suited to the dimensions of our stairs and the Express Flooring representatives still encouraged their workers to use the unsuitable materials and just fill in gaps with Caulking - this was not what was represented during the sales meeting. We refused their work on the stairs and no labor or parts were used from Express Flooring. When we asked for a reimbursement for the parts and labor that we paid for flooring installation in the stairs, they offered only $1000. The parts alone cost around $800. There is no way they could only pay a crew $200 for days worth of flooring labor.When I contacted them about this inconsistency they have not returned my calls, they keep moving me to someone else, and they have not provided an itemized receipt to show the cost of parts and labor for the stairs as justification for the refund of only $1000.Unless proven otherwise, we want at least 2000 to 2500 dollars back for the parts unused and labor not done.

  

  Business Response

  Date: 06/24/2025

  Thank you for bringing this matter to our attention. We are actively reviewing the concerns raised regarding the unused stair materials and associated labor.
  A member of our management team is currently looking into the details of your account and will be reaching out to you directly to discuss the situation further and work toward a resolution.
  We appreciate your patience and the opportunity to address this issue.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 06/25/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23489304, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Anna Newley
  
  
  
   
  

• Initial Complaint

  Date:06/14/2025

  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.

  Had an Express Flooring sales *** come to our home on 5/13/25 to show us samples of carpets they ******** pregnant wife chose a specific carpet color and style after the sales *** showed us a picture of the carpet in someone's home. My wife took a picture of the carpet we chose.Installers came on 5/20/25.We visited the home a day after the install and noticed it was a completely different color and style of carpet. I contacted Express flooring via phone on 5/21/25 and they told me I would get an email with instructions for my dispute.I responded on 5/21/25 showing the picture of the carpet my wife chose versus what was installed.I requested a follow up to my request on 5/22 , 5/27, and 6/2 with no responses.Finally someone called us and said they would send a quality control *** to see what happened.A man named ***** ********** came on 6/5 and spent about 5 minutes at the house, and said he would research the issue.He has not responded to my emails on 6/10, 6/11 and 6/12.This company basically did a bait and switch on me and they have not offered any type of solution for over 3 weeks ****** addition to installing a completely different carpet than what we chose with the sales ***, their installers also damaged an exterior light fixture at our new house that we just bought.Overall this has been an extremely horrible customer experience and this company has failed every step of the way.

  

  Business Response

  Date: 06/19/2025

  Dear Mr. Moshi,

  Thank you for your patience as we’ve looked into your concerns.
  After a thorough review, we have identified that the carpet installed in your home does not match the product your wife selected during the sales appointment. We sincerely apologize for this error and for the delays you experienced in receiving a clear response.
  Please know that we are actively working to correct this mistake. Our team is currently coordinating the steps needed to replace the carpet with the correct style and color that was originally chosen.
  Our goal is to resolve this issue promptly and ensure that you’re satisfied with the final result.
  Again, we apologize for the inconvenience and thank you for allowing us the opportunity to make things right.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:06/06/2025

  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.

  I had my flooring replaced by Express Flooring approximately four years ago. They have been out here three times to repair. They are now saying itsbecause I live in a mobile home and its probably settled. They want me to have the Home re-leveled. If I do that, all of flooring is going to pop throughout my entire home. The flooring is in my living room, small dining room, kitchen, large dining room and hallway. I have multiple areas of problems. The repair people that came out in addition with the original sales person, never mentioned us having to level the home. I have been told by Flooring specialist that the Flooring is poor quality and possibly the installation was done incorrectly. I spent thousands of dollars with them and have had no resolution to my issue. They advertise lifetime warranty and then dont stick with it The last time I had them out, because it had been over two years, they charged me a $50 fee. I currently have holes in the brand new plank flooring. I put in in my kitchen in several places and I have other spots throughout the home that are to pop up.

  

  Business Response

  Date: 06/30/2025

  Dear Ms. Lenta,
  Thank you for taking the time to share your concerns through the Better Business Bureau. We truly regret the continued frustration you’ve experienced with your flooring and understand how disappointing this situation has been.
  We’ve reviewed the history of your installation and the multiple service visits completed since the project. During our most recent visit, our technician noted some of the flooring issues appear to be related to structural movement in your mobile home — something that, unfortunately, can affect the performance of flooring over time. While this type of environmental issue is outside the coverage of our lifetime installation warranty, we do want to do everything reasonably possible to help.
  Sincerely,
  Express Flooring