Complaints

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

close

Find a Location

Express Flooring has 21 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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 Albuquerque

  581 Quantum Rd NE Rio Rancho, NM 87124-4659

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/28/2024

  Type:Sales and Advertising 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 met with ***** initially. ****** finished the deal. Express Flooring was supposed to start our floors on September 3. The order was rejected because the grout color was not included on their order.We had a physical copy of the order which did have the grout color.The first crew came out on September 4, where we were informed they were only dropping tile off. We contacted Express Flooring and they sent a new crew out the same day to start the project. ***** was the install coordinator. The project was supposed to take 4 to 5 days. As of September 27, the project is not completed.We were told that they would remove and replace our baseboards with the existing baseboards. The installation crew messed up and disposed of our baseboards. They then tried to piece mill new baseboards together.We had a water leak from one of the toilets they removed, which ruined drywall.***** was sent out to inspect the work and agreed it was not done correctly. Part of our contract in order was for them to replace carpet that they had initially installed, and we had extra carpet available. No one told us that this would be a separate installation. After numerous calls back-and-forth, this is finally completed on Monday the 23.Juliet was one manager we were working with. She stopped responding. *** took over. I left *** a message Thursday (9/26) and Friday (9/27) to find out what happened to completing the project. The company continues to be unresponsive and will not return phone calls to let us know when the project will be completed. ***** is supposed to do a final walk through to sign off completion. Caulking and grout still needs to be done.

  

  Business Response

  Date: 10/01/2024

  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 the matter and someone from our team will be reaching out to them address 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:09/27/2024

  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.

  Hired illegal immigrants without documents to work on my house floor. The flooring is mismatched and very poor quality. They lied to me about doing the job for commercial purposes and was pressing that the job would be perfect. The property was damaged and my dog was injured. I have supporting images, documents, even videos from my blink system about the hired illegal immigrants to do work. My files are all too big to upload currently but can be provided.

  

  Business Response

  Date: 10/01/2024

  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 feel that the representation of his experience is inaccurate but can also assume that his experience was clearly not ideal.  We urge him to contact us directly to discuss the matter further.  He can contact ***** ***** in our office at ************ at his convenience.  

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

  Customer Answer

  Date: 10/02/2024

  Communication was made directly but they are still unwilling to fix damage done and make amends for placing my family in danger when I trusted them also making false representation to earn my trust saying it was for commercial mislead me to believe that I could trust the quality that I would recieve plus it was indicated I would recieve a discount but none was ever made

  

  Business Response

  Date: 10/03/2024

  Our office has again been in contact with Mr. *************** We currently have the repairs needed to his flooring scheduled for next week. While we do understand that he has requested discounts on top of what we have agreed to do.  We however are not able to agree to those requests at this time.  The need for warranty work and/or repairs do not entitle any consumer to credits such as what he has requested.  We have communicated to him that we are open to reviewing any information or documentation he may have to justify his requests.  He can feel free to contact our office directly to pursue those items if he desires.  

  Thank you again for your time and attention to this matter.  Please feel free to contact us if we can be of any additional assistance.  

  Customer Answer

  Date: 10/09/2024

  Re: Refusal of Response and Request for Further Action
  

  
  

  Dear Sir/Madam,

  
  

  I am writing to formally notify you that I do not wish to accept the response provided by Express Flooring concerning the complaint I filed regarding their wrongful actions. Their attempts to resolve this issue outside of the BBB was poorly managed.

  
  

  There has been no attempt on their part to make amends for their mistakes, including sending the same crew who initially damaged my flooring. Moreover, they wrongfully shared my personal phone number with individuals who were not EVerified and are illegal immigrants who have since made threatening calls to both myself and my mother. This is unacceptable and constitutes severe business misconduct.

  
  

  The use of threats to resolve this issue is highly alarming and inappropriate. I no longer wish to deal with this company and request that all payments be canceled. I will seek another, more reputable service provider to address the flooring issue.

  
  

  I appreciate your immediate attention to this matter and look forward to your assistance in resolving this complaint satisfactorily.

  
  

  Thank you for your time and cooperation.

  
  

  Sincerely,

  ******* Williams 

  
  

• Initial Complaint

  Date:09/27/2024

  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 were sold carpet in April 2024 and ******** said carpet was under warranty. We asked for specific issues we had with previous carpet, snagging and large loops pulled up. He told us that was covered under warranty for 20years and other issues covered.Within a month the carpet has multiple snags, loops up, major fuzzing and looked more worn than our previous 20year old carpet. He told us it was better quality than the carpet we were replacing. This carpet cannot be lived on. They came out 8 weeks ago took pictures to send to ******. ****** denied saying all was not covered under warranty.We would like a refund because replacing with carpet that cannot be lived in/on is useless for a family home.

  

  Business Response

  Date: 10/01/2024

  Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  Please know we are very sorry that Ms. ******* has felt the need to file this complaint.  Please understand that Express Flooring is not a flooring manufacturer, nor do make any of the products we sell.  The materials that we do sell have warranties that come from and at the discretion of the manufacturer of those goods.  It is their responsibility to address and resolve any claims that filed.  In this instance, we do understand that Ms. ******* filed a claim as she was unhappy with the performance of the goods and the manufacturer turned that claim down.  While we can sympathize with the situations, he finds herself, we would like to point of out that this complaint is directed at the wrong party.  We want nothing more than for her to be happy and to think of her experience with Express Flooring in a positive light.  If Ms. ******* disagrees with the manufacturer's assessment of her flooring, we urge her to get a second opinion.  If she does that and receives different feedback, we will certainly do what we can to help her.  

  Thank you and please feel free to contact us directly if we can be of any additional assistance moving forward.  

• Initial Complaint

  Date:09/23/2024

  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.

  this company took my bank account and i didnt even select a product yet they rush i cancelled the next morning to the sales rep ****** ***** he never stopped the truck to install the truck driver called me i told him i cancelled the next morning!within 12 hours the salesman said no worries they wanted satisfied customers!they but my payment through anyways!!

  

  Business Response

  Date: 09/24/2024

  Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry that Ms. **** has felt the need to file this complaint.  That said, we do not agree with the tone of this complaint.  Ms. **** did place an order with us.  She selected a product and signed a contract for that purchase.  That contract involved her supplying a deposit at the point of sale.  She did subsequently cancel that order, which we have recorded, and we will be refunding that deposit to Ms. *********** We are very sorry that she has changed her mind regarding this purchase, and we hope she will keep Express Flooring in mind for any future floor covering needs she may have.  

  Customer Answer

  Date: 09/24/2024

  i want to set the record straight!

  i didnt accept a product!

  in good faith i showed i had funds available!

  ****** made me initial and sign a paper 

  but i told him i was not liking what he had!

  he ran got and another piece!  i couldnt tell if i liked it!  ****** ***** said a truck would come and rip up a packages! (He wouldnt even leave the small sample!)i told him no! i didnt want a truck as i was sure at all! I called him first thing and said do not send a truck here! i cancelled all and NEVER  decided on a PRODUCT

  later in the afternoon a truck driver called when i was shopping at ****!  i said didnt the sales person call to stop he said never got a call!

  i was irate  what turned into a free estimate was a scam!  my 28 years old grandson was here the whole time! you can imagine how mad i was when my account was charged over $15k 

  i had no copy of the product no copy of the charge nothing!

  AND Jordans square footage was NOT correct!

  Over what a second estimate stated!

  SO I DID NOT CHANGE MY MINE! i NEVER AGREED TO A FLOORING! I was rushed rushed !  And very inconvenienced!

  my banks stopped the charge as i immediately told them the story! So dont act like a hero and say you're returning my money!

  Never have i ever been treated like this

  Im in the process of  proceed with another complaint!

  ******** ****

   

   

   

   

  

  Business Response

  Date: 09/30/2024

  We again are very sorry that Ms. **** has felt the need to file this complaint.  Clearly, we were not all on the same page when this order was placed.  We apologize that her experience did not go as she, nor we, would have ideally liked.  This order again as been cancelled per our customer's request.  

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

• Initial Complaint

  Date:09/23/2024

  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.

  9/10/2024 I had express flooring remove carpet and replace with luxury vinyl plank for around 600 square feet including hall, living room, kitchen and dinning room for a total sum of $7100.00. The job was completed in one day and they were paid. Approximately one week later I was woken late at night by a loud pop. Sounded like a gun shot. The next morning I found the new floor had lifted and also broke 2 ceramic tile .the transition strip buckled up from expansion. The strip was glued to both the new vinyl and existing ceramic tile. It should have been glued to the vinyl plank only and not to the ceramic tile to allow for movement. I have extra tile and extral vinyl plank. The repair should take less then an hour if they would contact the installers and schedule them back to make nessasary repairs. I have called them several times and they keep delaying the repair.

  

  Business Response

  Date: 09/24/2024

  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 customer service department of the matter and will ensure he is followed up with timely.  We very much appreciate Mr. ***** as a valued customer and thank him for choosing ********************** for his floor covering needs.  We look forward to working with him to give this matter closure in the very near future.  

  Customer Answer

  Date: 09/24/2024

  this is a boilerplate answer and continues to drag on the companys lack of transparency. Promises with no results. Until I get a call with an appointment to make repairs, and repairs are made, I will continue to file complaints.

  

  Business Response

  Date: 10/01/2024

  We again are very sorry that Mr. ***** has felt the need to file this complaint, and we understand his comments on this most recent response.  That said, our local office has been in contact with him and will continue to work with him to resolve any legitimate issues he has.  We thank him for being a valued customer and look forward to giving the matter closure.  

  Customer Answer

  Date: 10/02/2024

  
  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,
  
  ****** *****
  
   
  

• Initial Complaint

  Date:09/12/2024

  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.

  Job was at or near 08/30. This job is incomplete and i have damage to personal property.I have communicated several times via phone, text and email with no response. Here is the outline of the issues: There was a lot of problems with this installation, the base boards are not completed, the guys showed up late a lot and had me miss 2 days of work (I work from hime which i explained often. I also explained I am disabled and will be happy to postpone until after the parent visit. However, they insured me they would be done before hand.), and they unfortunately have damaged some of my furniture. I will be happy to get an estimate of the damages.

  

  Business Response

  Date: 09/17/2024

  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.  Our local office in ****** has been made aware of this complaint and will be reaching out to her to address and resolve any legitimate issues that may exist.  We very much appreciate Ms. ******* as a valued customer and thank for her choosing ********************** for her floor covering needs.  

  Thank you,

• Initial Complaint

  Date:09/11/2024

  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 met ***** ******** on 8/11 in response to an ad for special pricing so discounted that it couldnt be publicly advertised in exchange for before & after pictures. After discussing our floors & pricing, we mentioned our hesitation to move forward due to us needing some pre-purchased tile to also be installed in one bathroom. He said that Express Flooring would install our tile for us; he just had to get it approved. We asked if we needed to wait for the approval of this additional installation prior to signing the agreement; he said no & assured us that he would make it known that this project was contingent upon the tile installation in this bathroom. We informed him that we would hire a plumber to conduct some additional updates after the completion of that tile installation in the bathroom. We financed $16K & scheduled the install date for 8/26 (to schedule the plumber- an additional $5K was spent to this end). Not once was the initial promo discussed. Work began on 8/26 & concluded on 9/6: our bathroom never touched. 1 of our workers spoke ************ was not there each day. We used a translator to ask questions and got no answers. We reached out to our ************** service. Our *** never responded to any communication attempts. **************** said they would have a coordinator reach out; no one ever did. When we asked for contact information for someone, they refused. On 8/31, we got a number from our installers after days of not being able to get in contact with anyone. We spoke with ***** who said that our bathroom wasnt included in our work order: we explained that we would not have proceeded with this project if that was not included. She said she would reach out to *********** *** to get to the bottom of the situation & call us back with an update. We spoke with her 2-3 more times & then she too stopped communicating. The floors from Express Flooring were completed in two weeks as opposed to the est. 3 ********** bathroom was never done.

  

  Business Response

  Date: 09/17/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry for any confusion Ms. ***** has experienced regarding her order.  The bathroom she is referring was not part of her order, hence why her paperwork did not have that area listed.  That being said, we open to working with her to have that area installed assuming it resolves this complaint.  Ms. ***** is a valued customer, and we want nothing more than for her to look back on this experience in a positive manner.  We have asked our local team to reach out to her to make those arrangements.  

• Initial Complaint

  Date:09/06/2024

  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.

  Called Express Flooring, 1/24, reported my High End Laminate flooring was cupping. 2/12 called, when will company send out E.F. inspector, arrived on 3/ 28/24. He walked around on cupping floor, took moisture reading, pictures & removed/replaced a flooring slab by the kitchen sink. 3/18/24 called Express to inquire the status of the inspection. Left message with service ***** 3/25, asked for a call back. 4/1 spoke to an employee & was told my flooring issue claim denied & unknown reason. I asked to have the service manager call me regarding denial. 4/2 Service manager A**** called & told me it was denied because I was using to much water on flooring & not to use a ************* ( I don't own a mop.) I use a floor machine. The product box has in writing that this product was 100% water proof. Texted E. F. inspector to help me understand what his report stated & he was advised to have me call service manager A*****. She sent me email 4/19 encouraging to speak to my home owners for further research on the flooring. Called home owners company. 4/23, They sent out a restoration company. Moisture meter readings where taken, all normal. 4/24, a plumber came to check for slab leaks ($100. fee), all normal. I finally hired a Floor detective, ($500.00). After 91 flooring images & a 50+ report it was stated that material had defect and flooring was improperly install. No vapor barrier used & a 3/8 gap for expansion was also not visible. 6/17, I sent the reports certified mail to Mr. ** F****** and Mr. ** S******, no return receipt was returned. 6/18, I received email from Mr. ** F*****, Regional manager, apologizing for all my inconveniences. I quote, It is our top priority to ensure that your issues are resolved promptly. 6/24, 3 slabs picked up for inspection by Express. 7/26 I sent text message to Mr. ** F*******regarding status. E.F. consultants came out on 8/22 & 9/3 with flooring samples. Nothing comparable to what I have. No communication as of 9/6.

  

  Business Response

  Date: 09/10/2024

  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 notified the manufacturer of her flooring of her concerns and have supplied them samples of the flooring as well.  Those were evaluated and ultimately the manufacturer turned down the claim we filed on Ms. ******* behalf.  The manufacturer however did agree to provide a customer service accommodation by offering to provide new product if Ms. ******* decided to have the flooring replaced.  They however did not agree to cover any labor costs, which would be her responsibility.  ********** has communicated this to Ms. ******* and is currently working with her to make those arrangements, naturally assuming that is the path she wishes to go down.  We urge her to continue to work with our staff to give the matter closure.  

  Customer Answer

  Date: 10/28/2024

    In response to Express Flooring response, I have to say I been dealing with Express Flooring since 1/2024, regarding the faulty flooring that I have in my home. I have had numerous calls, emails and request from this company regarding the replacement processes. This is not my first complaint against the company.  The response was so unacceptable.  I don't know why I need to pay for anything.  I have a contract from 1st installation and they need to honor it and more.  Do to the faulty flooring the trim, vanities and toilets need to be removed (as they were in the 1st contract) and replaced. The conversation between the floor manufacture and Express Flooring  is not concern.  I purchased the flooring from Express.  I also have out of pocket expenses because Express did not believe their own floor inspector. I had to hire a floor detective, a plumber and had my home owners company involved.  Conclusion: faulty flooring. I don't understand why they have not made any attempt to resolve this issue.  The conversation regarding me to pay from the trim replacement was never brought up in any communications, emails, text and phone calls. They contacted me in September urging me to make a floor selection, which I did. I emailed 10/1 asking when would I be seeing installer and it was left unanswered as of today. I feel that they have long gaps between any communications, in hopes I would go away. If this is their way of being a professional and reputable company I feel that its not a true statement.
  

  
  

  

  Business Response

  Date: 11/04/2024

  Our office has been in touch with Ms. ******* on the matter and is currently working with her on a resolution.  We also understand that Ms. ******* has filed complaints in other forums as well.  Our goal is resolving this complaint, and all others, in a manner that is fair and reasonable to both Ms. ******* as well as Express Flooring.  We spoke with her today on the matter and feel that we have taken a step in the right direction.  We appreciate Ms. *******' patience and cooperation and look forward to working with her to give the matter closure in the very near future.  

• Initial Complaint

  Date:09/04/2024

  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.

  I purchased flooring for my entire home. Approximately 2816 square feet of (Luxury Vinyl Plank) 1/30/2024. The flooring costed totaling $*********. I put $1,00.00 down payment and $6900.00 COD and financed the rest of ******. At this point I only owe $4,406.78. The nature of my dispute: I have areas in my home that the planks are coming up and I noticed the planks are discolored. (see pictures) On 8/2/2024 I called the company to come out and look at the discoloration and on 8/16/2024 ***************** employee came out and took pictures and said they would get back to me. On 9/04/2024, I spoke to *********************** stated they I would have to pay for the areas that are lifted and they called the manufacturer said the floor style is consistent and correct. This is not true, the discoloration is going through the wood grain. It looks as if some spilled something on the floor planks. This discoloration is on 95 percent of my planks. The simulated wood grain goes one way and the discoloration goes another way. This is not how the wood is supposed to look. On my receipt for the flooring it states 50 year wear warranty and 50 year Pet and Stain warranty, and Lifetime installation warranty. These planks are discolored and this is not a normal looking plank. I paid ********* for these floor to be discolored. This is not acceptable.

  

  Business Response

  Date: 09/06/2024

  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.  As she explains, she has made our office aware of her concerns and we have investigated the matter.  We unfortunately do not agree with her opinion of what she is seeing.  **************** is free to seek a second opinion, but at this time, we cannot fix something that is not broken.  We trust the feedback we have received from our employees but will always leave the door open to discuss new information if any is provided.  **************** can feel free to contact our corporate office to discuss the matter further if she desires.  

  Thank you and please feel free to contact us if you require any additional information. 

• Initial Complaint

  Date:09/04/2024

  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.

  The date of the transaction was on 7/12/24 then again on 7/15/24. ******** and financed the amount of ******** That my loan was to be one year financing with no monthly payments.That the workers would take apart my wall center in the master bedroom When I spoke to the representative on 7/12/24 he stated that the loan would be no interest for one year and no monthly payment. Then I canceled the order 7/13/24. Because of the big wall unit. ******************************* called me back and he stated that the workers would take apart the big wall center in my master bedroom and that the price would change to ***** dollars for the complete project. I agreed to those terms. He stated that he had to make changes to the loan. He stated that the loan amount would change but not the terms. I gave him permission to do that. I spoke with ******** today and the terms of my loan were changed from the original agreement that was given to me on 7/12/24. Because it was a document that I signed through ************************************* sent you a document to sign I can not access the original paperwork nor will the company give me a copy of the original paperwork. When I called customer service on 8/4/24, they had no idea of who I needed to contact about the mistake that was done by Express Flooring on my financing.On the install date of 7/23/24, the workers decided to move this big wall center instead of taking it apart. The wall center was moved as a whole unit and ended up being broken in one area.

  

  Business Response

  Date: 09/06/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that ************************ is frustrated in any way and has felt the need to file this complaint.  We have notified our sales department of the concerns, and they will be reaching out to her and our financing partners to try to resolve the matter to everyone's satisfaction.  We thank ************************ for being a valuable customer and appreciate her using ********************** for her flooring needs.

  Thank you,