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Business Profile

Floor Materials

Express Flooring

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 357 total complaints in the last 3 years.
    • 171 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 spent over ****** dollars to have my floor replaced by Express flooring,I choose to get vinyl flooring put in,It's not even, it's coming up everywhere and its got cracked places in the vinyl in some areas and the baseboards our ruined and my walls have marks all over them,its not even under the cabinets either the whole flooring just looks so bad!

      Business Response

      Date: 01/14/2025

      Dear ****** *******,
      We are writing to sincerely apologize for the issues you experienced with your recent vinyl flooring installation. We understand from your complaint that the flooring was uneven, had cracks in some areas, and damaged the baseboards and walls. We take these concerns very seriously and want to assure you that we are committed to making things right.
      We appreciate you letting us know about the problems you encountered. We are glad that we were able to replace the flooring the past week for you. We want to ensure that you are completely satisfied with the finished product.
      Is there anything further we can do to address the remaining issues you mentioned, such as the unevenness, cracks, or damage to the baseboards and walls? We are happy to send a crew out to inspect the floor and make any necessary repairs.
      Please don't hesitate to contact us to schedule a convenient time for an inspection. We are committed to your satisfaction and will work diligently to resolve any outstanding issues.
      Sincerely,
      The Express Flooring Team

    • Initial Complaint

      Date:12/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      LVT planking installed (removal and installation of new flooring, start to finish) 4/2024 supposedly with "Lifetime installation warranty". Last week upon cleaning house noticed several edges that appear to be peeling away at the joints. Called Express and was told the warranty was only for 2 years and requires a charge of $50 just to look at it. Lifetime for Express flooring is apparently only 2 years. False advertising to say the least. Business is a scam !

      Business Response

      Date: 01/17/2025

      Dear Mr. ****************** you for contacting Express Flooring and the Better Business Bureau (BBB) regarding the warranty on your *** flooring installation. We apologize for any inconvenience caused by the peeling you noticed at the joints.
      We understand your frustration and want to clarify our warranty policy. Our lifetime warranty applies to the labor associated with the initial installation, not the *** material itself.
      Manufacturer's Material Warranty: *** flooring typically comes with a separate warranty from the manufacturer, which usually covers defects in the material itself (e.g., warping, cracking). The duration of this warranty varies depending on the manufacturer and product line.
      To diagnose the cause of the peeling and determine the best course of action, we recommend a service call. While there is a $50 inspection fee, this charge will be waived if the issue falls under the lifetime installation warranty.
      Our inspector will assess the situation and provide you with a detailed explanation of the cause and recommended repairs. If the warranty applies, we will happily fix the issue at no additional cost for labor.
      We can assist you in locating the manufacturer's warranty information for your specific *** flooring. This will help determine if the material defect is covered and the repair options available.  We will also submit a claim with the manufacture if we deem it to be product defect.
      We value your business and want to ensure a satisfactory resolution. Please contact us ************** to schedule an inspection or discuss the manufacturer's warranty in more detail.
      Sincerely,
      Express Flooring

      Customer Answer

      Date: 01/24/2025

      The problem is the installation not the **** Hired reputable flooring company to inspect, cause is floor low spots allowing LVT to flex excessively when walked on, over time cracking the **** Would've been consisderate if we were made aware of that so it could've been addressed then. Have zero confidence is Express Flooring, they've shown how incompetent they are, NEVER consider them for anything !

      Business Response

      Date: 01/29/2025

      Dear Mr. ****************** you for response regarding the issues you're experiencing with your LVT flooring. We understand your frustration and disappointment, and we sincerely apologize for the inconvenience and any misunderstanding regarding the warranty.

      To address this issue and demonstrate our commitment to customer satisfaction, we would like to come out to your home and assess the situation.  After that we will be able to provide you with next steps in order to take care of the issues.  Like mentioned before If the warranty applies, we will happily fix the issue at no cost to you.

      We understand the importance of regaining your trust in Express Flooring. We value your business and are committed to resolving this issue promptly and effectively.  

      Please contact us ************** to schedule an inspection.
      Sincerely,
      Express Flooring


      Customer Answer

      Date: 01/29/2025

      I will pay someone else alot more money before I pay these scammers a ***** ! They've demonstrated their absense of integrity.

    • Initial Complaint

      Date:12/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Long story, Had carpet installed from express flooring 8/52023, The man who bid job didn't send out enough carpet to do the room so the installer had to piece our carpet in our small bedroom in 4 pieces, carpet looks horrible. I've been going back and forth playing phone tag with this company. They have taken over a year to finally have another installer come out and look at our carpet. Man said this carpet looks 5 years old, and it was a bad batch roll. Carpet patterns were patched together, he also said carpet was thin and not of a good quality. When I ordered the carpet with the man who gave us the price of carpet I told him we needed high quality carpet as the room is small and would get a lot of use. I didn't know it was junk. I'm not the carpet specialist there are. So this man who came out said he would have to take off molding around the room and pull up carpet and take pictures to see if the problem wasn't from the installer and they would charge him for installing wrong. Wth, It's express Floorings problem for junk carpet that didn't hold up after a year, and they said it had a warranty. But it's been nothing but a fight with express Flooring. ************ of having to explain to a new person on phone my whole story. It's time consuming and very frustrating ??. I'm at my ***** in and stuck with crappy carpet that cost me $3500.00 and my contract said lifetime warranty

      Business Response

      Date: 01/14/2025

      Dear Ms. *************** are writing to sincerely apologize for the issues you experienced with your carpet and we understand your frustration with the initial installation, the delays in resolving the situation, and the concerns raised about the carpet quality.
      We take customer satisfaction very seriously, and we regret that we fell short of your expectations in this instance. We appreciate you bringing these issues to our attention.
      We are happy to confirm that the carpet in your small bedroom has now been replaced, to your satisfaction. We apologize for any inconvenience caused by having to explain the situation to multiple representatives.
      We value your business and hope that this positive resolution demonstrates our commitment to customer satisfaction.
      If you have any further questions or concerns, or if there are any additional steps we can take to ensure your satisfaction, please do not hesitate to contact us at ************************************************************ or 855-MY FLOOR
      Sincerely,
      The Express Flooring Team

    • Initial Complaint

      Date:12/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 was hired to install tile. I was told it would take a week (starting on a Monday). First issue was the original tile I picked was nothing like the sample I was shown so I had to pick a new tile. It didnt arrive until Thursday night (they still insisted the job would be done by Sunday). They put holes in my walls during demo - still not fixed. I have no baseboards because they tried to install pressboard that was water stained, chipped, feathered and just overall unacceptable. I had specifically asked for WOOD baseboards and was told by the installer their baseboards were no good. They did not remove the old thin set where my tile had been, just put new thin set over it. I have a ton of uneven tiles and 2 of the installers said its because my floors werent level, yet I was told they use self leveling thin set to correct that problem. Obviously they did not. I had them replace about ****** tiles, and at least 1/2 of those are still uneven. Both the ** (****) and Regional Sales Manager (*****) assured me they would get it all fixed to my satisfaction, 100% guaranteed, and yet they both ghosted me and would not return calls or text messages. I had signed up for their promotional credit card and immediately called and closed the account (was told they would not be able to charge card) and yet I received a bill from credit card company. I called them immediately and was told that since it was a promotion, I was obligated to pay. I am not trying to get out of paying, just not willing to pay the $25k for a crappy job. Just this week they tried to offer me a $500 credit. I told them that was ridiculous. I will be calling the local news and hiring a consumer attorney. At this point, I would rather pay an attorney, than Express Flooring for a crappy, incomplete job! I will also be posting pictures and videos of all my issues one every social media platform I can find! Oh, and they cleaned my floors with dirty water (see pic) only changed onnce!

      Business Response

      Date: 01/09/2025

      Dear **** ********,
      Thank you for bringing this matter to my attention. We are truly sorry for any inconvenience that you have experienced. We will do everything we can to resolve the issue as quickly as possible.
      If you have any further questions or concerns, please do not hesitate to contact me as we have opened a direct line of communication.
      Sincerely,
      ******* *******

    • Initial Complaint

      Date:12/13/2024

      Type:Order Issues
      Status:
      Answered
      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 paid for flooring to be installed in my loft, hallway, small closet and stairs. The flooring was installed, but it is not what I paid for. Different flooring from what I initially chose. Horrible work provided by the installers and I have tried multiple times to get someone from the company to come back out and rectify the issue. I have not been contacted and am being avoided at this point.

      Business Response

      Date: 01/14/2025

      Dear Ms. ************* are writing to sincerely apologize for the issues you experienced with your recent flooring installation. We understand your frustration upon discovering the incorrect flooring was installed and the job left unfinished. We deeply regret the lack of communication you encountered while trying to get this issue resolved.
      We have reviewed your complaint, including the attached pictures, and it is clear that a mistake was made. We take full responsibility for this error and want to assure you that we have addressed the communication issues within our company.
      We issued a full refund of $5580.00 for the entire project on 1/6/2025.
      We value your business and apologize again for the inconvenience and disappointment this caused.
      Sincerely,
      The Express Flooring Team

    • Initial Complaint

      Date:12/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 regret putting my information into the Express Flooring website. I understand following up with potential customers but I received 5 calls JUST TODAY. Along with at least 2 text messages a day since I put in my info and every time they call, its from a different phone number and it seems shady. It feels like borderline harassment and does not convince me to make an appointment with them.

      Business Response

      Date: 01/14/2025

      Dear Ms. ************** sincerely apologize for the excessive contact you have been receiving since submitting your information on our website. We understand that receiving multiple calls and text messages can be frustrating and harassing, and we appreciate you bringing this to our attention.
      We take customer privacy and communication preferences very seriously. We have investigated this issue and taken steps to ensure you are removed from our marketing call lists and that our communication methods adhere to all applicable regulations. You will no longer receive calls or texts from Express Flooring.
      We apologize for any inconvenience this has caused and hope this resolves the issue. In the future, if you would like to schedule an appointment or have any questions about our products or services, you can contact us directly at **************
      or ************************************************************ and we will be happy to assist you.
      Sincerely,
      The Express Flooring Team

    • Initial Complaint

      Date:12/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 had our floors redone in 7/24. We sent pictures to them and explained what the problem was. While installing the transition strip they put glue onto our existing floor. Several guys had come out to remove the glue & fix the strip. I had reached out to them many many times, to the **************** to the service manager. We had an appointment today 12/12/24. NO Show. I called them **************** and they act like they didnt know anything about our appointment. I need this to taken care of ****.

      Business Response

      Date: 12/13/2024

      We have arranged for a service call to the customers house to address their issues and look forward to a quick resolution.

    • Initial Complaint

      Date:12/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      New flooring completed 11/21/24. Realized that evening that the dishwasher can no longer be removed, as the trim was cut too long and glued down in front of the appliance. Called and emailed photo the next day. Was told ***** hrs would get a response. First available repair appt scheduled 12/9 8-10 with text confirmation the night before but a no show/no call. Have tried phoning 4 times now on when repair person will come, and each time told that customer service will call the installation mgr and return the call. No return call. Waited on hold for several hours to speak with a customer service mgr, and no one ever took the call.

      Business Response

      Date: 12/10/2024

      We apologize for the frustration and delay Mr. ******* has had with his installation.  I have reviewed the account and notified the ************************* to verify the installer did not show up at the customers house to perform the installation and get the repair re-scheduled at a time that is acceptable to Mr. ************** Once the repair has been completed to Mr. ******* satisfaction we will advise the BBB of the status.

    • Initial Complaint

      Date:12/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 in ***** was very unprofessional and misleading. 1. Said they used their own employees, but contractors came in a truck from a different company. 2. Was told it would take 1 day and they showed up after 12 on 1st day and told me it would take . I had to use an unscheduled work at home day and got an attendance occurrence. 3. They broke my base boards and did a poor job of repairing them instead of replacing them. 4. They broke my daughter's dresser and didn't tell me and hid the pieces.

      Business Response

      Date: 12/11/2024

      Mr. *********,

       

      We apologize for the issues you have reported occurring during you installation. One of our team members will be reaching out to you to discuss resolution.

      Thank you.

       

       

    • Initial Complaint

      Date:12/06/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      The representative from Express Flooring came to our house on November 21, 2024, after we received a flyer in the mail. We were going to have flooring put in the following day. However, I got the stomach flu that night. We rescheduled on Friday for the day after Thanksgiving. Sunday, November 24, I called to cancel completely. On November 25, I talked with **** *******, Inside Sales Manager, and he agreed to refund the two transactions that totaled $7,366.00. However, the following day, the company took out $5000.00. Which was the final payment. I have emailed **** 3 times, and left 3 messages on his phone concerning getting back my final $5000. He has never reached out to me at all. I just want my $5000.00 back.

      Business Response

      Date: 12/06/2024

      A refund in the amount of $5,000 was processed on 12/5/24 to the credit card that was utilized for the original charged. 

      Customer Answer

      Date: 12/06/2024


      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,

      ****** *******-*****

       

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