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

  
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  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:11/04/2024

  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.

  We contracted Express Floors to replace the flooring in our upstairs area and redo our stairs, at a cost of approximately $6,000. Our agreement included a provision for subfloor repairs up to $2,000 to ensure the subfloor was level and in good condition before installation.Unfortunately, we faced significant communication challenges with the crew, as they primarily spoke a different language. We were promised a team with five years of expertise; however, some crew members appeared quite young and lacked experience, often receiving direction from their father, who was not always present.While the newly installed upstairs floors initially looked good, we soon noticed over a quarter-inch of flex due to uneven subfloors. The crew tried to mislead us by suggesting there was an issue with the joists. After discussing our concerns with the project manager, the crew was instructed to check the subfloors, which they ultimately found to be damaged and removed that section. They had not verified the levelness of the subfloors prior to installation.On the stairs, the crew did not use a stair jig, leading to significant gaps from inaccurate cuts, which they claimed they would fill with caulking.Overall, the crew exhibited unprofessional behavior, poor timeliness, and a lack of integrity and craftsmanship. Since October 17, we have attempted to contact the project manager multiple times, also reaching out to another employee and customer service to report these issues. Initially, we requested a different crew, but due to continued communication failures, we are now seeking a refund and the removal of the floors by a different team.Despite our efforts, the project manager has not returned any of our calls, and the company sent the same crew we specifically requested not to return. Weve had a hole in our floor for 3 weeks which poses a significant risk to our young children. Only to be told the ** is overworked which does not excuse leaving our home in a precarious state.

  

  Business Response

  Date: 11/06/2024

  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.  That in mind, we have cancelled her order in our system and will be crediting her for any deposits/payments that we have received.  We naturally hope that all installations go smoothly and understand the frustrations involved when that does not take place.  Home improvement is not an exact science, and we hope that Ms. ****** is aware that we entered into this relationship with nothing but the best intentions.  We thank her for choosing Express Flooring for her floor covering need and wish her luck in her future endeavors.   We are here should she ever desire our services or assistance in the future.  

  Customer Answer

  Date: 11/11/2024

  We have not received any documentation that indicates this contract or the financing have been cancelled. We have contacted customer service and an employee named *****, but nothing has been provided from the company. The customer service representatives have stated an individual named ****** will reach out to provide assistance on cancelling the loan, but that has not happened either. A crew was supposed to come remove the flooring today at 10:00, but no one has arrived or contacted us to coordinate the removal of flooring. 

  

  Business Response

  Date: 11/14/2024

  We would ask ********************* to review their paperwork regarding this purchase.  The process to cancel the order calls for the buyer to provide notice of their intent to cancel the order. We generally do not provide "documentation" on cancellations for this reason.  That said, the correspondences in this complaint (including this one) clearly document the cancellation of this order.  Our local office in *********** did arrange for the materials to be retrieved, however ********************* refused to provide the materials at that time.  We have since reached out to make those arrangements.  If they cooperate with our staff, we have no doubt the matter will be given closure in the coming days.  

  Customer Answer

  Date: 11/14/2024

  This is the second time weve asked for a different crew. The first time, we still wanted to finish the contract and complete the job. Our request was simple: we asked for a crew that could communicate effectively, showed up on time, and demonstrated the expertise needed to properly install the floors. However, the San Antonio offices failure to communicate with us is what ultimately led us to dissolve the contract. If there had been better communication and follow-through, we wouldve remained under contract and finished the job.

  
  The crew that arrived last week to repair the subfloor and remove the flooring was the same one we had previously requested not to return. We turned them away and contacted the San Antonio office for resolution. 

  
  A representative named ***** spoke with my husband and stated a new crew would arrive on 11/11 between ***** AM, but no one showed up or called and we couldnt get in contact with him because he is on vacation.

  On 11/13, I contacted corporate, and a Phoenix-based representative confirmed that the contract had been cancelled and sent an email for our reference. 
  We are not refusing to return the materials, but we do not want the original crew to repair our subfloor.

  Im not sure where the miscommunication is occurring internally, but my husband has already informed Express Floors, specifically *****, that we dont mind who picks up the materials. However, we will not allow the last crew to perform any repairs on our home. If no other crew members are available, we will handle the repairs ourselves.
  

  At this point, we are waiting for a representative named ****** to assist us with closing the financing account and for someone to provide a new time slot for the materials pickup since 11 Nov didnt work out. All were asking for is clear communication over the next steps so we can all move on. 

   

   

   

  
  

• Initial Complaint

  Date:10/29/2024

  Type:Order 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 sent the following email to ****** ***** at Express Flooring. I also forwarded separately to the person who was assigned to my case at Express Flooring, ****** ********* ********************************************** Since I never received any paper documents confirming any contract I might have with Express Flooring;And, since ******* the person whom you say is "working on this'And, since ****** has not returned my calls promptly (I've left numerous messages and spoke to her only once many days ago, at which time she assured me she would get back to me shortly);And, as I have left a voicemail message with her more recently indicating I was negating any possibility of a contract with Express Flooring;And, as I have indicated to her by voicemail that I needed the installers to pick up all materials they may have left at my house more than a week ago;I will need to put those materials outside of my house as of the end of day, Wednesday, 10/30, if I don't hear back from her by email with any other instructions.

  

  Business Response

  Date: 10/30/2024

  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 we have been in touch with her and are working with her through some challenges regarding her order.  While we can understand her frustrations, we do feel that the circumstances at hand were beyond our control.  That in mind, we have every intention on working with Ms. ******** to get her into a flooring product that suits her needs.  

  We thank her for being a valued customer and for choosing ********************** for her floor covering needs.  

• Initial Complaint

  Date:10/23/2024

  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.

  Express flooring came in March 2024 and did demo to remove all existing tile. When the toilet was lifted for demo it was placed in the shower. The toilet fell over and broke and also scratched the shower glass. The toilet was replaced and the glass damage was acknowledged and agreed to also be repaired. The original tile install was very poor quality and the design was incorrect. Express Flooring returned a second time and demoed the floor and reinstalled new tile. I was withholding payment until the tile was satisfactory and after the second install I released payment because I had a promise of repair of the shower glass and cleaning of pavers where they stained with mortar. Since payment was received Express Flooring now refuses to fix the remaining paver damage and shower glass. The company has been very hard to deal with and slow with response. The job started in March and we are now in October. I want my home returned to how it was prior to there work. I hired them in the first place due to the name and warranty but I am now worried they will also not stand behind the warranty if the time comes.

  

  Business Response

  Date: 10/25/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry to hear that Mr. ******* has felt the need to file this complaint.  We are looking into the matter and will be reaching out to Mr. ******* directly to resolve.  We very much appreciate him as a valued customer and look forward to connecting with him to work towards giving the matter closure.  

• Initial Complaint

  Date:10/21/2024

  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 been waiting for more than a month for this company to schedule a tech to come out to repair flooring that is separating from multiple areas in my home. After speaking with the Service Manager I was provided the technician's cellphone number to reach him directly to schedule appointment. However, the tech did not return my calls/texts. Next, I reached out to the Service Manager again and was informed through customer service that the technician would not be back in ***** until October. it is now the 21st and no one has reached out to make a schedule to complete this work that is still covered by their warranty.

  

  Business Response

  Date: 10/23/2024

  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 customer service department 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:10/18/2024

  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.

  We changed the flooring in our entire home the week of September 23, 2024. We had paid extra for white risers on our staircase. This was not done by the installers. At the end of installation I call the design consultant to inquire about this on September 30th. She did not have any of the pricing information so she was going to see what was due back to us in a refund, or have the installers return to redo the risers. I called again on Oct 2nd to see if this information was available. She did not return my phone call. Despite calling multiple times to inquire about this information and leaving messages to get a call back, I have still not received a phone call. It is now Oct 18 and Inhabe heard nothing. I asked for a manager to call me back on October 14 and again on October 17. I have not heard from the manager. They have made no attempt to update me or provide the cost information. Completely unprofessional.

  

  Business Response

  Date: 10/22/2024

  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. There seems to have been a miscommunication between this consumer and our sales department.  We are sorry for any frustrations that this may have caused.  Our corporate office did reach out to Mr. ****** today to discuss the matter and ideally reach some sort of resolution.  We urge Mr. ****** to return our call at his convenience and we very much look forward to hearing from him.  

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

• Initial Complaint

  Date:10/16/2024

  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.

  We have some damage on wood that was installed and think the wood product had something wrong with it also the floor ***** having to have some area making a bubble on the vinale wood

  

  Business Response

  Date: 10/17/2024

  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 has been in touch with her to address and resolve the matter.  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:10/15/2024

  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.

  Flooring is separated from the floor. The entire hallway flooring is loose.

  

  Business Response

  Date: 10/17/2024

  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 has been in touch with him to address and resolve the matter.  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:10/14/2024

  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 new flooring installed in June 2024. Their employee foraged my signature to state the job was completed which it was not. They have been back to my home 3 times to complete the job and they still need to come back and finish the job. Now I cannot get a hold of anyone via calls or email to discuss the issue with management or for them to complete the job. The credit company I have used to finance the job keeps asking for money and I keep telling them I do not owe anything yet as the job is not completed. I need help. I cannot get this company to do what they are supposed to do.

  

  Business Response

  Date: 10/15/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that Ms. Costa 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. Costa as a valued customer and thank her for choosing Express Flooring for her floor covering needs. We look forward to working with her to resolve her concerns.  

• Initial Complaint

  Date:10/12/2024

  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 them come out, sched to have floor put in, 3rd party co comes and says no they won't do the work. All less than 24hrs. Tried calling express flooring no answer. I want the financing canceled ***** today. No response from either. I did all removed and moving of everything myself

  

  Business Response

  Date: 10/15/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that Ms. Green has felt the need to file this complaint.  We have been in touch with her on the matter and have confirmed that her order has been cancelled and that she will receive back her deposit.  The issue at hand was unfortunately beyond our control and not within the area of our expertise to repair.  We hope Ms. Green understands and we wish her luck moving forward.  We are here for her should she ever have a need for our services in the future.  

• Initial Complaint

  Date:10/10/2024

  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.

  Initially, we were assured by the salesperson that our project would take 4-6 days. We were told that our furniture, counters, pictures, and vents would be adequately protected during demolition, and that the work area would be left cleaner than when they arrived, especially given we have a four-month-old baby. The salesperson emphasized their commitment to quality and efficiency, stating, "Express Flooring is fast and efficient. Quality product and quality service That's what you are paying for." However, we never received a comprehensive contract only a document related to a color change. After the demolition of our tile left our kitchen in disarray for three days, I visited their office seeking clarity. During this visit, I spoke with ***, expressed my concerns, and requested my original contract. I repeated this request during his visits to my home in August and again on October 8. The service we received has fallen far short of what was promised. Our TVs, furniture, and appliances were covered in dust, and no vents were protected, exposing us to dust for days. The job, which began on July 22, 2024, remains incomplete as of October 9. We have been informed that they do not have the correct stair nose or a matching color for our flooring. Additionally, the caulking is cracking, compromising the integrity of the waterproof flooring. There are significant gaps between the flooring and baseboards, and the door frames have large gaps. The baseboard corners do not align, with workers attempting to cover errors with excessive caulking. Furthermore, the reinstallation of our upstairs toilet was handled poorly, resulting in a service leak and water damage in our garage. ****** *********, the Southwest Regional Operations Manager, informed me that I must pursue repairs through my insurance. Despite multiple visits from ***, my concerns have not been adequately addressed. He even attempted to install an incorrect stair nose, dismissing it by stating, "it's similar."

  

  Business Response

  Date: 10/15/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that Ms. Casey has felt the need to file this complaint.  Our local office is aware of the matter and someone from our team has been in touch with her to work through the matter.  We understand that she is frustrated but hope that she realizes our goal is to help her through those frustrations to ultimately give the matter closure.  Please know that we very much appreciate Ms. Casey as a valued customer and thank her for choosing Express Flooring for her floor covering needs.