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 has 21 locations, listed below.

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  Express Flooring

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

  
• 

  Express Flooring

  10810 N Tatum Blvd Ste 102 # 118 Phoenix, AZ 85028-6056

  
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  Express Flooring

  925 W Baseline Rd Ste 105-282 Tempe, AZ 85283

  
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  Express Flooring

  7942 W Bell Rd Ste C5 Glendale, AZ 85308-8710

  
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  Express Flooring

  9915 W Bell Rd Sun City, AZ 85351

  

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:12/02/2024

  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.

  If I could give Express Flooring ZERO stars, I would! This has been one of the worst experiences Ive ever had. I trusted them with my flooring project, and they failed at every step.First, they ordered the WRONG carpet and LVP flooring! I even had to deal with two different sales **** just to try and fix their mistakes. Then, they promised FREE installation by Thanksgiving or its FREE, but my project wasnt completed until November 30th. They completely failed to meet their guarantee, and when the work was finally done, it was riddled with issues.***** from the ************************ canceled my removal appointment on the first scheduled day without any notice. My partner and I took time off work to be home, made sure everything was moved as requested, and even arranged for my kids to stay with their grandparents for three days because of all the delays. When I called *****, she said shed call back in 15 minutesTWO HOURS went by with no response. After I had to complain again, they finally came out to remove the existing carpet. Since then, Ive received ZERO communication from ***** or the installation department. No updates, no arrival ***************** make matters worse, the baseboard installation was an absolute disaster. Its uneven, sloppy, and embarrassing for what they call professional work. It looks like it was done by amateurs.Ive called multiple times to address these issues, and NO ONE has bothered to call me backnot even management. Its been OVER A WEEK with no response. At this point, I refuse to pay another dime until a manager comes out, sees this disaster for themselves, and resolves these issues.If youre considering Express Flooring, dont. Save yourself the stress, frustration, and regret. Their ads are misleading, their customer service is nonexistent, and their workmanship is unacceptable. They dont deserve your business.

  

  Business Response

  Date: 12/03/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that **** ***** has felt the need to file this complaint.  We have notified our local office of the matter and someone from our team will be reaching out to them to discuss and address.  Please know that we very much appreciate her as a valued customer and thank her for choosing ********************** for her floor covering needs.

• Initial Complaint

  Date:11/23/2024

  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 floors installed my mom recommended Express Flooring they installed the floor and one is loose coming up I was told the floor I purchase tend to gap.and call a handy man. I was told also life time warranty.

  

  Business Response

  Date: 11/25/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that Ms. ****** has felt the need to file this complaint.  We did hear from her recently on the matter and it was determined that the concerns communicated were not warrantable items.  ************* disagrees with this assessment, we urge her to get a second opinion and would be happy to review any new information she can provide.  She can contact our customer service department to discuss the matter further.  

• Initial Complaint

  Date:11/22/2024

  Type:Customer Service 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.

  Hired Express Flooring to replace carpet for one of our customer but it got damaged within 2 months so our customer reached out to us to fix it. I've called 3 times in the last week and a half but everyone that I've talked to say they can only take notes down and send those notes to a warehouse but can't transfer me or let me talk to a supervisor who can ACTUALLY HELP ME OR MY CUSTOMER

  

  Business Response

  Date: 11/25/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that Mr. ******** has felt the need to file this complaint.  We have notified our local office of the matter and someone from our team will be reaching out to them to discuss and address.  Please know that we very much appreciate Mr. ******** as a valued customer and will do all we can to resolve this matter quickly and efficiently.  

• Initial Complaint

  Date:11/18/2024

  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 have tried several times to get someone to come out and look at my flooring that is popping up after they installed it in 2022. They always say the will have someone call back and one time they even told us a date that someone would come to our home and no one ever showed! Then they decided upon themselves to close the claim we had made! We are still making payments on this floor and this is absolutely unprofessional behavior.

  

  Business Response

  Date: 11/19/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that Mr. ****** has felt the need to file this complaint.  We have notified our local office of the matter and someone from our team will be reaching out to them to discuss and address.  Please know that we very much appreciate Mr. ****** as a valued customer and thank him for choosing ********************** for his floor covering needs.

• Initial Complaint

  Date:11/18/2024

  Type:Billing 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.

  payment for having to clean my house after they got dust from sanding the floors all over the house that I was told to send a invoice for as they did not use vacuum till I told them over and over or put up dust curtains I was told by the worker and the QA man that they would pay for the clearing now they say no

  

  Business Response

  Date: 11/19/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that Ms. ******* has felt the need to file this complaint.  Please know that he has addressed this matter with our office, and we have communicated to him that we cannot agree to his request.  The type of work that Mr. ******* hired us to facilitate is inherently dusty and can somewhat of a messy process.  We do not offer "dustless" demo or grinding services, nor do we advertise anything of the sort.  *********** are training to contain the debris created from the work performed to the areas they are working and then broom clean those areas upon completion of the work.  That said, it is not uncommon for dust to settle over the days or weeks after this work is completed.  We are very sorry that Mr. ******* had different expectations and while we cannot agree to his requests in this complaint, we hope that he knows we are here for him should he ever need any assistance in the future.  We very much appreciate him as a valued customer and thank him for choosing ********************** for his flooring needs.  

• Initial Complaint

  Date:11/18/2024

  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.

  On Aug 8, 2024, we placed an order with Express Flooring to install LVP flooring in our entire house. The invoiced amount for job was $16,860.11, which was paid by credit card prior to start date of job, which was 08/26/2024. The job was completed on 08/31/2024, and was immediately deemed unacceptable due to sloppy work, gaps in seams, end-joints not tight, etc. ********** was notified on 09/01/2024 via email that the job was considered unacceptable, several pictures were forwarded showing discrepancies, as well as damages done to our property. Our complaint was acknowleged 2-3 days later, and a person was sent out to document the situation and make notes sometime around the 3rd week of September. The gentleman who came out to make the report seemed very understanding of our concerns, and after taking several photos and filling out a written report, informed me that a Claim would have to be filed and that we should hear something within a week. Not having heard anything, I began making phone calls to ***** ****** the Mgr at the ************* It took several days of calling before I was actually able to talk to Mr. ***** and zi was told that he needed to work things out with his Scheduler and that he would get back to me, which he never did. Subsequent calls were either unanswered, or responded with were working on it. Eventually, calls were unanswered, regardless of what time of day or day of week. I actually wondered if I was being call screened. There were at least 5 different occasions that I left Voice Messages to please return my call regarding an update on my case, but never received a call-back. Finally, in an effort to gain insight as to what was going on, I made the 37-mile drive to their Office location on Wednesday, November 13th, where I spoke fact-to-face with Mr. ****** as well as the Scheduler, **** ******. Some discussion led to their telling me that a crew would be out the following day, but no-show, no calls.

  

  Business Response

  Date: 11/19/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that Mr. ****** has felt the need to file this complaint.  We have notified our local office of the matter and someone from our team will be reaching out to them to discuss and address.  Please know that we very much appreciate Mr. ****** as a valued customer and thank him for choosing ********************** for his floor covering needs.

  Customer Answer

  Date: 11/19/2024

    The Local Express Flooring Manager has, in my opinion, been very evasive and lax as to the concerns of my particular situation, and am unwilling to withdraw my complaint until I am satisfied with their corrective action.

      We seem to have developed a relationship of non-communication and broken promises.

  

  Business Response

  Date: 11/22/2024

  We again are very sorry that Mr. ****** feels the way he does.  We did arrange for a visit to his home yesterday and recognized some minor repairs that were needed.  The required materials have been ordered, and we are scheduled to facilitate the work at hand next week.  We ask that Mr. ****** work with our office in good faith and have no doubt the matter will be given closure in the very near future.  

  Customer Answer

  Date: 11/26/2024

  yes, I have been contacted and work is scheduled, but I am not willing to close this File until the work has been completed.

  There have been far too many broken promises.

    

• Initial Complaint

  Date:11/13/2024

  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 a will call contract for carpet installation. I gave permission to use my Chase **** for this transaction. I am not longer in need of the carpet sales contact. I contacted them twice to refund my money. they are rude and dismissed my requests stating someone would call me about the refund policy. I called today and spoke with ******* who was extremely rude and should not be in customer service area of any business and was told they were busy and she couldn't help me. I am demanding that my 200 be refunded asap.

  

  Business Response

  Date: 11/15/2024

  We are very sorry that Ms. **** has felt the need to file this complaint.  We would urge her to review the order that she placed with our organization.  Her deposit was used to execute this order and to hold goods for that order.   She had a finite amount of time to cancel that order and received a refund of that deposit.  That time unfortunately had lapsed when she decided to cancel her order.  In light of that fact, we must regretfully decline her request to that deposit refunded.  That said, if she were open to having the order filled, we would be willing to extend her a $200 discount on the contract price.  If this is something she would like to take advantage of, she may contact ***** ***** in our office at ************ or via email at **************************************************************************.  

   

• Initial Complaint

  Date:11/12/2024

  Type:Delivery 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.

  Floor installed in October 2022. Found imperfections and asked that a representative from the company come out and make an inspection. Someone did come out and determined that the errors were so numerous that a complete reinstall needed to be done. It was scheduled for August 2024 but there was a no show, nor call. Finally it was reinstalled in October 2024 and was told if I noticed any issues that they would return for repairing them. I did find a few minor things that needed attention and called. It was scheduled for November 1, 2024. There was a no show, no call. I have called frequently since (this date is November 12, 2024) to get someone scheduled for this work to be completed. No one has called me and I was told that all the work orders were closed out because they left a voicemail and I did not return the call. There has been no voice mail. Yesterday, the operator stated that she would place another work order and someone would contact me in 48 hours. I don't believe the call to be forthcoming. I would like the work completed. It is an hours job but noticeable and the work in incomplete.

  

  Business Response

  Date: 11/14/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that Ms. ******* has felt the need to file this complaint.  We have notified our local office of the matter and someone from our team will be reaching out to them to discuss and address.  Please know that we very much appreciate Ms. ******* as a valued customer and thank her for choosing ********************** for her floor covering needs.

• Initial Complaint

  Date:11/09/2024

  Type:Customer Service 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.

  To Whom It May Concern,I am submitting a formal complaint regarding my experience with Express Flooring. My dealings with this company have been highly unsatisfactory and remain unresolved. The salesman assured me that my project would be a priority for their contractors, which was blatantly untrue. The contractors assigned to my project often failed to show up, prioritizing other assignments despite promises to the contrary.I contracted Express Flooring to renovate my stairs, and the results were unacceptable. The workmanship was extremely poor, with the project left incomplete and substandard. What should have been a straightforward task has turned into a prolonged source of frustration due to the shoddy quality and lack of attention to detail.Adding to my dissatisfaction, Express Flooring has been unresponsive for over a month. Despite repeated attempts to contact them via phone and email, they have failed to address my concerns or follow up in any way. This lack of communication and accountability is unacceptable and demonstrates their disregard for customer satisfaction.I am filing this complaint in hopes that action will be taken to hold Express Flooring accountable for their failure to provide adequate service and to prevent future customers from enduring similar issues

  

  Business Response

  Date: 11/11/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that Mr. ********* has felt the need to file this complaint.  We have notified our local office of the matter and someone from our team will be reaching out to them to discuss and address.  Please know that we very much appreciate Mr. ********* as a valued customer and thank him for choosing ********************** for her floor covering needs. 

• Initial Complaint

  Date:11/07/2024

  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.

  Have a contract for a 7 November. No one showed up and no one called. Called the call center numerous times and was told someone would call. No one did. Express flooring missed their contract date causing me to miss a day of work. Still waiting on an install.

  

  Business Response

  Date: 11/11/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that Mr. **** is upset or frustrated in any way with his experience.   The flooring he intended to purchase was unfortunately on back order and was not available within the time frame he wanted to have it installed.  We did meet with him and showed him alternative options, but unfortunately, he ultimately decided to cancel this order.  We very much appreciate Mr. **** considering us for this flooring needs and are sorry to lose his business.  We hope he will keep us in mind for any future needs he may have.  

  Thank you and please feel free to contact us if we can be of any additional assistance on the matter.  

  Customer Answer

  Date: 11/11/2024

  I have not received a refund. I did not cancel the order the Flooring company did that on their own. While I do not wish to continue doing business with this company I would prefer if they would characterize their actions correctly. The salesperson who came to our home to show alternate carpet provided substandard samples. This led to the conclusion that they never intended to install the carpet as contracted and intended to install a lesser carp[et at the same price. Per Penal Code Chapter ***** Deceptive Business Practices -  b) A person commits an offense if in the course of business he intentionally, knowingly, recklessly, or with criminal negligence commits one or more of the following deceptive business practices: (1) using, selling, or possessing for use or sale a false weight or measure, or any other device for falsely determining or recording any quality or quantity; (2) selling less than the represented quantity of a property or service. Express Flooring has been caught in a deceptive practice, I am due a full refund and recommend that their A+ status with the BBB be revoked. 

  

  Business Response

  Date: 11/15/2024

  We have been in touch with Mr. **** and there was some confusion on the matter.  ********** never received a deposit on his order and therefore cannot process any refunds.  We again are very sorry that this transaction did not transpire more smoothly.   We appreciate Mr. **** considering us for his flooring needs and wish him well on his future endeavors.  .  

  Customer Answer

  Date: 11/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, although in alignment with their poor business practices, satisfactory.  I will wait till the end of the billing cycle and if charge does not appear will consider this complaint resolved.
  
  Regards,
  
  ****** ****