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

  
• 

  Express Flooring

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

  
• 

  Express Flooring

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

  
• 

  Express Flooring Of Nevada, LLC

  6285 S Valley View Blvd Ste G Las Vegas, NV 89118-3896

  

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:07/07/2025

  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.

  Express flooring said they were going to charge us $500 for a down payment and we would finance 4500 through a company. Instead of charging me, the 500 deposit they have charged me $4900 and have collected the 5000 from the finance agency.I have been trying to get in contact with them for a month. It is taken three weeks. To just get in contact with a person who could authorize the refund in which time I have become late on all of my payments becauseof them taking $4900 that was not authorized.They have said they have submitted the return, but it has been over a week and two days and my bank still doesnt have the return. When calling to ask to speak to somebody about this, the receptionist says they have no way of forwarding me to somebody who can handle thisand just says that they put the message as a priority that can take upwards of three days for the person to notice, I contacted them times in three weeks and finally, I got a text.

  

  Business Response

  Date: 07/08/2025

  Dear Mr. ***************** you for bringing this matter to our attention. We sincerely apologize for the inconvenience caused by the billing error and subsequent delay in processing the refund.
  Please know that we are actively working to rectify the issue with our finance and payment processing partners. We are prioritizing the refund of the unauthorized charges and will provide updates as soon as possible.
  We appreciate Mr. ******** patience and understanding while we work to resolve this matter promptly.
  Thank you,
  Express Flooring

• Initial Complaint

  Date:07/04/2025

  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.

  Despite unsubscribing via text and telling them to stop calling, Ive received 8 unsolicited calls every hour all morning. They keep calling from different numbers and area codes so blocking isnt helping.I never gave them my information as I am not at all looking at anything related to their company.

  

  Business Response

  Date: 07/08/2025

  Dear Ms. ************** you for bringing this matter to our attention.
  First and foremost, we sincerely apologize for the inconvenience caused by the unsolicited calls Ms. **** has received. We take all concerns regarding privacy and unwanted contact very seriously and are fully committed to resolving this issue promptly.
  We have permanently added Ms. ***** phone number and email to our internal Do Not Contact list.
  We have notified our marketing team to suppress this contact information from all future outreach efforts.
  Ms. **** will receive no further contact from Express Flooring moving forward. We regret the frustration this caused and appreciate her bringing it to our attention.
  Please consider this matter resolved.
  Sincerely,
  Express Flooring

• 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:06/27/2025

  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.

  Informed the company that most of the vinyl planks we purchased are discolored and they laid out. Some vinyl planks are not cut correctly. Our stairs were not installed correctly. The transition from our tile to the plank flooring is awful and hazardous. Nails are showing in my stairway. Cocking is not done correctly. The company doesn't seem to want to get this fixed I specifically asked the people you first installed this not come back. The company said they will send someone to inspect it, and they send the guy who installed it. That's insane of course he is going to report back that everything is ok. Trying to get this resolved has been stressful. When I was sold that people who have been doing this work for at least 10 tens are going to be working on it I was good with that, but what I received were amateurs who didn't know what they were doing or didn't care what they were doing. CASE0000084741

  

  Business Response

  Date: 07/08/2025

  Dear Mr. ******************* you again for bringing your concerns to our attention. I want to personally apologize for the frustration this experience has caused and assure you that we are committed to making it right.
  We understand the issues you've outlined regarding the installation including discoloration, miscuts, stair and transition concerns, and the overall workmanship and we agree these items require further review. To that end, we have scheduled a service inspection for Friday, July 12, 2025, with a technician who was not involved in the original installation. This will ensure a fair and objective assessment of the issues youve experienced.
  We truly value your business and appreciate your patience as we work to resolve this to your satisfaction.
  *******************start="1448" data-end="1451"> Express Flooring

• 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