Complaints

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

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  Express Flooring

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

  
• 

  Express Flooring

  16427 N Scottsdale Rd Ste 410 Scottsdale, AZ 85254-7102

  
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  Express Flooring

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

  
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  Express Flooring

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

  
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  Express Flooring

  4201 S Santa Rita Ave Ste 101 Tucson, AZ 85714-1893

  

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:09/04/2024

  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 scheduled tile to be installed on Sept 18th, 2023. The work was estimated to take only 4 days, but is still not completed almost a year later. From the beginning we have had trouble: not enough workers scheduled to do advertised work (such as moving furniture), no one showing up when scheduled (many times), sloppy, near impossible to contact customer support for help, overcharged, overly aggressive collection attempts for money not owed, no response when trying to contact company to have work finished. More detailed word doc in attachments. We have a whole year of documentation.

  

  Business Response

  Date: 09/06/2024

  Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry that Mr. ***** ************* have felt the need to file this complaint.  That in mind, please be advised that this installation was completed last year as originally planned.  Granted, Mr. ***** ************* have communicated to us some issues that they felt should be addressed.  They have also withheld payment on the goods and services they received form our office.  We have completed minor repairs for them at their request, while other items we have had to respectfully explain were not part of our scope of work to perform.  After some time, Mr. ***** ************* became uncooperative non-communicative on the matter, and we were forced to update their account to a collection status.  We are certainly open to addressing and resolving any legitimate issues at hand, if any such issues exist assuming Mr. ***** ************* are open to honoring their financial commitment to this transaction.  We urge them to contact our office to move the matter forward.  We have no doubt that if everyone assumes good intent and works together, we can resolve the matter in a mutually fair and equitable manner.  

• Initial Complaint

  Date:09/03/2024

  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 this company come in the day after an estimate of 7300, to come in and tile my fathers room and our family room. they told me it was going to be a week job, and it took them 8 weeks to finish it. they finished the job once and it was terrible, and i had somone from the company come to the house, see how bad it was, and aurthorize the staff to redu both the jobs. in the mean time, all our furniture from the bedroom was stored outside, not covered the whole time. the furniture from the family room was stored in the other family room the whole time too. my father is 82 years old and they had him sleeping on a couch, and all of us eating from the couch for 8 weeks. they never covered anything, we had dust and trash everywhere. they never finished the furniture move back to the place they belonged in the beggining, and we had to throw away a matress and furntirue that were stored outside for 8 weeks. the company started ********* us before the job was completed, 3 weeks earlier, and never told us bc they said they wouldnt charge til the job was completed. i have tried endless to text and call this company, waiting to hear and talk about the 300$ they said they were discounting us for the "trouble". yet they wont respond or call bakc and i have texts and calls to show they never bothered with us again. they had over 8 people come work in the house, 2 different crews and im not ever sure if they are certified to do tile like the company told me. this is all just the beggining of this, and express flooring will not call back to resolve this. it was a 7 day job that took 8 weeks, and all the struggles that came with having a destroyed house for 8 weeks was rididculous. the people working would randomly show up, they used ******* to clean the grout, colonge, they didnt clean the tile they didnt care about the finished job, they jusy wanted us away from them bc of all the mistakes, and hoped we just went away. i can tell you endless more things, just no space

  

  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 Mr.  ********* has felt the need to file this complaint.  Home improvement and/or construction in general is not an exact science.  Some projects take longer than expected for a variety of reasons and ultimately do not as go as either a homeowner, and/or we, would ideally like.  We understand that in in these instances, consumers tend to pursue discounts and set offs as a means to give those matters closure.  While we understand the psychology behind the request, we simply cannot allow a customer to randomly decide how much they are willing to pay for project and/or scope of work they have received.  **************** explained, our office did extend him a discount from a customer service standpoint and are engaged with him to give matter closure.  We urge Mr. ********* to continue his communications with our local office and to work with them to find some common ground.  We are eager to give the matter closure.  

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

  Customer Answer

  Date: 09/06/2024

  This was a 1 week job that took 8. In the mean time, all our furniture is backed into our family room, our bedroom furniture is OUTSIDE, and my 82 year old father slept on a couch for 8 weeks and our family ate from that same couch. Talk with my local office? How? I have messages to ******** ******** and some ******* lady texting them for days on end and calling, waiting for them to get off lunch to call back, texting saying please call me back. Daily. ******** told me she was only authorized for 150$ in refunds but didnt even tell me that til later bc she was not going to insult me with such a small discount for all the things that are happening there. Then she called and left a vm saying 350$? Then no more contact from u. For weeks. I lost a mattress, furniture bc not only was it outside for 8 weeks, it wasnt even covered. None of the furniture that was moved was covered even during the re grout, which was another job we needed redone bc your crew used 2 different grout colors, 2 DIFF COLORS, and we had to have you come back and take out the not matching grout and put in the correct matching grout. And still no furniture or anything was covered with plastic while you dusted the whole house.  i got in a yelling argument with the first crew bc the job was so bad. They walked off. They didnt clean the floors when the left, didnt finish the baseboards, didnt move the rest of the furniture back, there were still grout mistakes and we were unable to even speak to them unless we used ****** translate. There were 10  people coming into my house, I dont even know if they are certified for flooring, as they used their cologne to clean the grout spills on the tile. I have a picture of that. I have pictures of all the not responded texts. I have pictures of where my furniture was placed uncovered for 8 weeks outside and everywhere. They have a report of paved ********** came out and said this job needs to get redone. This has been a disaster.
  

  

  Business Response

  Date: 09/11/2024

  We are very sorry to hear that Mr. ********* is still unhappy in any way.  Since this complaint was filed, our Regional Operations Manager (****** *********) reached out to Mr. **************** We however have not heard back from and urge him to return that call to discuss the matter further.  As we explained in our last response, we simply cannot allow any customer to randomly decide how much are willing to pay, or not pay for the services they receive, but we are open to a reasonable arrangement to give the matter closure.  We hope to hear from him in the near future and are sorry again that this transaction did not go as either he, or we, would have ideally liked.  

  Customer Answer

  Date: 09/13/2024

  I have called ****** f and left a voicemail days ago after saw his missed call and voicemail. I didnt receive a call or voicemail back yet. I also called again and left a voicemail as I just saw this message now. Im happy that getting ahold of the bbb has encouraged you to respond with haste, as I couldnt get ahold of your company otherwise. I dont want to decide how much to pay for services, I want to be heard that this 1 week job took 8 weeks, we had to pay for furniture and beds bc of them being outside, and for my 82 year old father and my family struggling with living on a couch for 2 months. Im willing to talk with ****** about figuring out a solution to this. Left another voicemail as I said. Im awaiting a response. 

  Customer Answer

  Date: 11/01/2024

  No. I have called 3 times and left voicemails with the ****** *. guy and he stopped replying or calling back. What can I do now? 
  

  

  Business Response

  Date: 11/08/2024

  Please be advised that we have called Mr. ********* multiple times since his latest correspondence was received.  Messages have been left for him in each instance.  As of the writing of this response, he has not returned any of our calls.    While we can appreciate his frustrations, the lack of communication is not conducive to moving the matter forward.  Please know that our utmost desire is to resolve the matter with our customer and we encourage him to return our calls at his convenience.  We thank him for being a valued customer and hope to hear from him in the near future.  

• Initial Complaint

  Date:08/27/2024

  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.

  Express flooring was hired to put in LVP flooring throughout bottom floor of house and replace carpeting on steps and all baseboards. When installing the baseboards, they attached them with thousands of nails and did not putty them as I was told they were supposed to by the installation supervisor "*****". They also cut the carpeting on one of the steps too short and the wall is showing behind. This carpeting has a 45 yr warranty if there are any issues. The issue is that it wasn't installed properly. ***** sent two men to my house this morning to do the agreed upon repairs. They came and left within one hour. When I went to check on the job, absolutely nothing had been completed and they were alone in my house for an hour! What were they doing in there?? I feel completely violated. I hired a painter to come paint my baseboards this Friday. If he has to do all the repairs to the nails before he can paint, I have informed them that I will send them the bill for $90/hr which is what he is charging me. I also received a contract from ******** who I applied for financing, through them. As you can see on the contract attached, I was told it was "Greensky no pay 18 months" - I received the contract from Greensky for 12 months deferred interest. I have tried NUMEROUS times to get these resolved and get no response. I informed them I would be filing this complaint.

  

  Business Response

  Date: 08/29/2024

  We are very sorry that ************** has felt the need to file this complaint.  There are two items at hand here and both are being addressed by our office for this customer.  Naturally, our finance department will work with her regarding the terms of her financing.  *************************** has been in touch and has appointments set to address any material and/or workmanship concerns she has.  We very much appreciate ************** as a valued customer and thank her for choosing ********************** for her flooring needs.  We look forward to working with her to address and resolve her concerns.  

• Initial Complaint

  Date:08/27/2024

  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.

  Lifetime warranty and Fifty year wear warranty from ExpressFlooring. Floor planks bubbling and areas where cement was used too level the floor very visible.. Tried speaking with the manager ********************* about resolving the issue and he informed me that my warranty does not cover those types of problems. The flooring was installed in 2021. The problem with the planks coming loose is so bad that I have to watch my step so that I don't trip and fall. I mentioned to him that one of the companies employees had previously come out to access the problem and he told me that he would speak with him and get back to me,that has yet to happen. This back and forth process has been going on since June 2024. One of the **************** set up an appointment to access the problems that I am having was scheduled for June ******* for an inspection "no call,no show" from employees at Express Flooring. Mentioned it to ***** he claimed that he knew nothing of it. ***** is very rude and unprofessional and I have asked not to be connected with him for that reason. I just want what I paid for and what my contract state's.

  

  Business Response

  Date: 08/29/2024

  Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry that ************************ has felt the need to file this compliant.  That said, it seems there is a fundamental misunderstanding of what her warranties do, and do not, cover.  Installation and manufacturing defects are warranted for extended periods of time.  Locally caused damages or matters of wear and tear are not.  ************************ supplied us some photos of the issues in the past and these were clearly not a result of faulty manufacturing and/or installation.  While this was communicated to her, it seems that we are not all on the same page.  If ************************ disagrees with this feedback, we urge her to contact ********************* in our office to discuss the matter further.  He can be reached at ************.  

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

  Customer Answer

  Date: 08/29/2024

  I totally and completely disagree with the business response when my floor planks are causing a safety issue.. What exactly does Lifetime installation warranty and Fifty wear warranty mean to you all ? I had this flooring installed in 2021..I shouldn't be having these problems !! What's happening with my floor planks is clearly a company issue. 

  

  Business Response

  Date: 09/06/2024

  We are sorry that we do not see eye-to-eye with ************************ on the matter.  To answer her question, our labor warranty covers installation related issues or defects.  It does not cover site related issues, damages, wear & tear, or any other items that are not a direct result of improper installation.  We urge her to review her paperwork that was signed when she placed her order originally as that clearly outlines what the warranties do, and do not cover.  

  We very much appreciate ************************ as a valued customer and are very sorry that we are not connecting at this point in time under better circumstances.  

• Initial Complaint

  Date:08/26/2024

  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 3/22/24, they were supposed to install our upstairs laminate flooring and all base boards including bathrooms. A third party installer, installed the upstairs flooring and left without installing base boards in the bathrooms and downstairs. It's been five months and they have been giving us a run around. Every time we call, customer service said that someone from installation would call us back but they would call back after a week or ten days. They scheduled six different appointments for someone to come and replace base boards but only three showed up and they looked at the job and refused to do it. Installers flat out told us that Express flooring does not pay them enough to do this job.Numerous time, we have asked to speak with a supervisor or a manger but no manager or supervisor ever spoke to us. We have also requested for our money back but no luck with that either. Now, if we hire someone else to replace just the base boards, it will cost us $1500 and it would have been a lot cheaper with a different company when they would do the whole job, flooring and baseboards.At this time, we would like Express Flooring to give us back $1500 so we can use a different company to complete the job that they did not do. Thank you.

  

  Business Response

  Date: 08/27/2024

  Express Flooring is very sorry that **************** has felt the need to file this complaint.  Please know that we have been in touch with our customer and unfortunately, what they are asking us to do is not a service we can provide.  The manner in which the existing baseboards and flooring were installed in this area (not by Express Flooring) creates a major risk if damage should the base be removed.  We have agreed to credit **************** back for the work/labor that he did not receive.  That credit will be processed in the coming days.  

  We are very sorry for any confusion and/or frustrations our customer has experienced.  We very much appreciate him as a valued customer and thank him for choosing ********************** for his floor covering needs.  

  Customer Answer

  Date: 08/27/2024

   Thank you for getting back to me regarding my complaint. A professional from Express Flooring was at our house, looked at the job called and spoke a supervisor before agreeing to the job. Secondly, I had to sign a contract making sure that I pay for the job as well. Here is the issue, as I mentioned in my complaint, we have waited patiently for five months, called Express Flooring multiple times, each time, you folks set up an appointment and we had to take some time off from work. I have received quotes from different companies and they can do the job that you guys did not do, for $1500. Please let me know if the credit will be that amount. We do not want more or less, we just want the work to be done. No one wants to complaint or give a bad review but if you were in my place what would you do? I hope Express flooring will take care of that for us. I really hope that we do not have to contact Arizona registrar of contractors and the Arizona attorney general. Thank you and have a great day.

   

  

  Business Response

  Date: 09/06/2024

  As we have communicated to ****************, we are processing a credit to him in the amount of $269.64.  **************** is possession of the materials.  The credit covers the amount he was charged for only the labor to have these installed.  We are very sorry that we were unable to fulfill this portion of the project, and we wish **************** nothing but the best moving forward.  

• Initial Complaint

  Date:08/19/2024

  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 express flooring to replace my tile floor with laminate in the kitchen, entryway, living room, hallway,bathroom and laundry room on June *****. The only english speaking person on the crew was only there the first day. After that they brought a 15yr old to translate for the remainder of the days. They took (stole)the extra flooring that i already paid for with when they left. They didnt score base boards before ripping them off walls which cause massive sheetrock damage. Caulking looked like a 3 year old did it. Broke and cracked tile in bathroom cut boards to short leaving huge gap behind toilet and stove. Seated toilet wrong. Hollow all in bathroom. Didnt vaccum before playing baseboards back on or clean up shotty caulk job all over floor. ********* my customer service representative isnt returning my calls. Got a hold of a rose, and ******* they both sent somebody who was alone who thought they were only There to put on baseboards and they were not bonded insured or licensed. I just recently tried to call the person who sold me the flooring and turns out the number on his card goes directly to the customer service line, not his cell. isnt rectified immediately i will follow through with lawsuit.

  

  Business Response

  Date: 08/23/2024

  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.  Upon receipt of it, we notified our local office in *********** of the matter.  They have reached out to Ms. ****** to address and resolve any legitimate issues that may exist.  We very much appreciate Ms. ****** as a valued customer and thank for your choosing ********************** for her floor covering needs.  We look forward to working with her to resolve the matter at hand.  

  Thank you,

  Customer Answer

  Date: 08/23/2024

   Express Flooring has promised call backs to to schedule yet another inspection of the issues with my home to be corrected. However, they are empty promises. I am still having to reach out to them via phone calls or email. No responses. ********* has sent one email stating she cannot reach me on my cell, this is not true. I have no missed calls from Express Flooring which can be proved by submitting my phone bill. Express Flooring simply does NOT care nor do they value me as a customer.

  

  Business Response

  Date: 08/27/2024

  We urge Ms. ****** to communicate with our office to schedule an appointment so that we can move the matter forward.  We reached out via email, as we were unable to reach her over the phone.  We are happy to arrange the needed visit over email, text, or by phone; whichever our customer prefers.  While we can appreciate her frustrations, we hope she understands that our intentions are to help her and give the matter closure.  We look forward to hearing back from her and to working with her to give the matter clousure in the coming days.  

  Customer Answer

  Date: 08/30/2024

  ********* came to my home for a thorough inspection. She found mistakes made by ***** ********* who incidently isn't licensed,  bonded or insured. (I discovered information later).  I was told she would get back with me in regards when a crew would be coming to correct my issues. She indicated to me that this could happen as early as Thursday or Friday. I have sent 3 emails and left 3 messages. One message was with Elle. It's now Friday evening and still nothing. 

  

  Business Response

  Date: 09/20/2024

  We are pleased to report that the minor repairs at hand were completed earlier this week. We again thank Ms. ****** for being a valued customer and for choosing ********************** for her flooring covering needs.  

• Initial Complaint

  Date:08/17/2024

  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.

  Transaction was August 9, 2024 in the amount of $5,375.00. Replaced the carpet in both bedrooms and a connecting small bathroom in one of the rooms and also the living room in our trailer. During the installation my care taker noticed that the bedroom floor was caving inward as if the floor was unstable in certain areas and you sink in as you walk on the floor. I asked the man on site installing and he said he was aware of the issue and even took pictures of the floor prior to installing new carpet and flooring and covered the floor anyway. I can in no way understand how people who are supposed to be professional Installers would ever even consider moving ahead with the installation over a Very evident weak and failing floor and worse they gave us no warning to avoid walking on that failing floor. This is pure fraud and failing to care about the safety of their customers who are older senior citizens!! This conduct is totally inexcusable and unprofessional! My husband and I are elderly and this is very dangerous as I walk with a cane and do not want to fall or have either of us fall through the floor. I called express flooring but they just said they would open an investigation. I cannot sleep in my room and Im afraid my forgetful husband will try and go back there and get harmed by the faulty/failing floor. I do not understand why they would cover the floor if it was this unstable. I am overwhelmed and do not know how to get this problem fixed quickly. I have complained but no urgency in fixing this issue. No concern for our safety whatsoever.

  

  Business Response

  Date: 08/21/2024

  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 visited with her since we were notified of the complaint.  Her concerns are centered around the subfloor of her home in her bedroom that has sustained some damages over time.  Please understand that we are flooring company, not a general contractor and/or a company that specializes in subfloor repairs of this nature.  We are not qualified (nor licensed) to perform this type of work.  We recommend that *************** contact a general contractor or someone that specialize in this sort of work to assess the issues she is concerned of.  If she needs our assistance in removing the carpeting that she recently purchased and/or reinstalling it, we are happy to help and urge her to communicate her needs to our customer service department.  

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

• Initial Complaint

  Date:08/12/2024

  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.

  On April 6, 2024, *********************** from Express Flooring provided an estimate for flooring. He assured me the flooring would be appropriate for my wheelchair. The installation occurred on April 10th. On May 17th, the flooring began coming up at the seams. I emailed Flooring Express with no response. On June 6th, I contacted Flooring express by phone and they sent the installer out. The installer stated the flooring was put in too tight, causing it to come up at the seams, and this flooring is not recommended for a wheelchair. He stated that a glue down floor would have been appropriate. *************************, the manager, refuses to fix, replace, or refund the flooring, citing damage caused by a wheelchair is not covered by warrantee. However, the installer admitted that the damage was caused by the installation being put in too tightly. They knowingly and intentionally sold me a type of flooring that is not adequate for wheelchairs at twice the cost of what a glue down floor would have been. My attorney sent them a letter on July 22nd and still no response. The longer they wait, the worse the flooring is getting and becoming a safety hazard in my house.

  

  Business Response

  Date: 08/13/2024

  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 are aware of her concerns and have been proactive in trying to help her through the matter, which is frustrating for everyone involved.   Express Flooring goes to great lengths to inform customers of what our and/or a manufacturer warranty covers and does not cover.  There unfortunately are no residential flooring options that we offer that warranty damage from a wheelchair or motorized-chair, and we have verbiage to that effect in on contracts.  If you refer to the attachments ************** provided; it is clearly listed in BOLD PRINT.  With that in mind, her filing a complaint of this nature puts us in an awkward an uncomfortable position.  In an effort to work with our customer and move past this complaint, we are prepared to provide ************** labor to have her flooring replaced at no charge, assuming she purchases new materials from us.  While we again cannot warranty any products against damage from a wheelchair or motorized chair, we will do our best to educate ************** on what her options and what she can do avoid damages such as the ones she has already experienced.  

  She can contact us directly to take us up on this offer by contacting ********************* in our office at ************.  

  Thank you,

  Customer Answer

  Date: 08/13/2024

  1. The damage was caused by the installers installing it too tightly, per the response of  the installer. NOT due to the wheelchair. 

  2. The installer stated the flooring should not have been sold to me to begin with, because it is not indicated for wheelchairs. The installer stated that a glue down flooring is recommended for a wheelchair, which was never offered to me to begin with. They intentionally withheld this information at the time off purchase. 

  

  Business Response

  Date: 08/20/2024

  In response to ******************* most recent comments, unfortunately there are no residential flooring products that are warranted against damage from a wheelchair.  We can certainly understand that this fact may be frustrating for her, but we ask that she realize that Express Flooring is not a flooring manufacturer.  We are retailer and have no control over what warranties do, and do not cover.  As we stated in our last response, we are prepared to provide ************** labor to have her flooring replaced at no charge, assuming she purchases new materials from us.  While we again cannot warranty any products against damage from a wheelchair or motorized chair, we will do our best to educate ************** on what her options and what she can do avoid damages such as the ones she has already experienced.  She can contact us directly to take us up on this offer by contacting ********************* in our office at ************.  
  

  Thank you,

  Customer Answer

  Date: 08/27/2024

  You may not cover wheelchair damage, however this is NOT a case of wheelchair damage. The issue is two part - one, the installers admittedly installed the flooring too tightly, causing it to come up at the seams. And two, you intentionally and fraudulently sold me a product that was not indicated for wheelchairs. The installer stated a glue down flooring would be indicated for wheelchairs, and you never told me this at the time of purchase, despite me asking several times about which flooring is best for wheelchairs. You have completely scammed me and you know it. WHY in the world would I pay you more!?? You've already scammed me out of $10k. A full refund is the only acceptable response. 

• Initial Complaint

  Date:08/06/2024

  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.

  they came to my home to replace flooring as they were doing there dolly that they used to move furniture around had scratched our brand-new floor. after battling with them its been imposable imposable to reach ***** the lady our contact lied every single time she sent one person to verify he did his paperwork another person with one box of flooring he said ill be back Tuesday that was a month ago i can't ever reach anyone anymore to help me.if they do not want to fix it the refund it. not to mention when doing this they asked for us to sign a deposit ach for $200.00 and the reminder was supposed to come out when job started well with zero warning the pulled payment 8 days before the job started. they were also supposed to subtract deposit from whole a amount well they never did so they owe me $200.00 for overcharging me.

  

  Business Response

  Date: 08/09/2024

  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 in ******* of this complaint and his concerns.  Someone from our team will be reaching out to him to address the matter in the coming days.  We very much appreciate ****************** has a customer and thank him for choosing ********************** for his floor covering needs.  We look forward to working with him to resolve the matter at hand.  

  Customer Answer

  Date: 08/19/2024

  I don't see where I had a place to respond to anything. I was out of town for a few days. I apologies however, the floor is not fixed. Nothings resolved. **** came out and said this is not gonna be a one day job. This is gonna be multiple days. Left the tile and left

  

  Business Response

  Date: 08/26/2024

  Express Flooring is again a reputable and professional corporation whose utmost goal is always customer satisfaction.  We followed up with our local office in ******* regarding this complaint.  While a service was arranged for our customer, it appears that the work at hand was not completed as scheduled.  We are currently working with them to arrange another appointment and have no doubt that 100% of customers concerns will be resolved during that visit.  We thank ****************** for his cooperation and patience throughout this process.   

  Customer Answer

  Date: 09/06/2024

  Again ExpressFlooring sounds like a broken record a reputable company. I don't think so not in my eyes they've sent someone out twice now both times couldn't do the work because it was understated what needed to be done and fixed the last gentleman that came said half my house needs to be replaced because of the damage that was caused by them half my home, I've heard nothing from ExpressFlooring since he came to schedule anything or even talk word not a peep. I'm always the one that has to initiate the communication because their communication is in the toilet. They are not professional. They are not reputable still and damaged so I've had three different people come to my home not including one of their supervisors apparently who none of these people are direct employees of ExpressFlooring. They're all contract work that work for different companies  I think I don't hear from them to see a refund since my home needs to be replaced half my money should be refunded because I have to get another company out here but they didn't finish. I have all of these gentlemen that come to my home on record recorded stating that , ExpressFlooring did not share any details about what needs to be done and completely under exaggerated the job and the size of it. They all had nothing to say about ExpressFlooring not a single one have it all on record

  

  Business Response

  Date: 09/12/2024

  We apologize for the lack of detail in our previous response.  A full set of feedback from the jobsite visits was not uploaded into our system at that time.  It seems that after the installation of the flooring at this jobsite, the homeowner facilitated some additional work in their home.  This involved installing a kitchen island on top the flooring installed.  The flooring purchased by this homeowner is a floating floor and is not designed to have an island (or any fixed furniture and/or cabinets) installed over top of it.  This is a major issue that will almost certainly negatively affect the flooring.  Further, the flooring has also been scratched and damaged in a number of areas.   These clearly happened post installation and are prevalent throughout numerous areas of the home.  These issues/repairs are not covered and would be billable to the homeowner.  While we offer the best warranties in in our industry, damages and modifications of this nature are not within our control as a contractor.  ********** will be reaching out to the homeowner to discuss and work with her if she desires our assistance moving forward.  

  Customer Answer

  Date: 09/17/2024

  so this is again another one of their complete fabrications if theyll look at their logs, and when I called into them I literally called the same day. The installation was complete and then again the next day then they finally sent somebody out when there was no kitchen island. Ive had two people in my home before that kitchen island was in place kitchen did not get installed until 30 days after the floor and its not on top of the floor, ExpressFlooring would have postponed our the way they Did everything wouldve been fine the same day that they got done with the install is the same day I called in the complaint. I got no callback. I called the next day so their timeline doesnt fit their lying. At this point if they drop off four boxes of Flooring to me Ill do it myself. Im done waiting for company that is so unprofessional and inadequate. **************** is completely 100% in the toilet. I cant believe theyre gonna try not to fix my floor. Sorry doesnt work for me. Ive got the installation date of that island and Ive got the times of when I called to file the complaint.

• Initial Complaint

  Date:08/06/2024

  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.

  Avoid this company at all costs. Their quality of work is subpar, and Management will go out of their way to avoid any contact if you have concerns. I was lied to by the installers, salesperson and installation coordinator. When I finally got to speak to management, I was offered platitudes and although they agreed I was treated poorly and inconvenienced, I was told here is a small token to correct issue. Take it or leave it. When I refused their offer, I was told to go do my best but no other action would be taken by the company. My two days install took 8 days and damaged material was installed. My toilet was left on my front porch for 7 days and we were left with a mess and no toilet or gas range, and no washer and dryer for over a week. Baseboards were damaged and sheetrock broken in 3 rooms. Each person had a different story to get you off the phone. Turns out none of what we were told was true. We were told we needed to pay 20% up front and the remainder was due upon competition. They charged the full amount on our credit card up front and then did not show up on the day agreed upon. However, they had all their money. We had two different installation team to complete the work.

  

  Business Response

  Date: 08/08/2024

  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.  Construction and home improvement is not an exact science.  Some projects take longer than expected, while others may be completed more quickly than anticipated.  This is a common concept that most industry professionals and homeowners are in tune to.  The pricing of these types of projects is not based on the duration the installation takes, but rather based on the scope of work contracted for.  Just as contractors typically do not get bonuses for finishing early, it is not typical for a consumer to expect a discount if a project runs longer than expected.  ********** did offer ************** a $350 discount, of which he refused.  We then agreed provide over $1,000.00 worth of subfloor repairs, at no additional charge, for ************** in light of his frustrations and the manner in which he was communicating to our office.  While we recognize that our customer's experience was not ideal, we feel we have treated them fairly and have addressed their concerns.  We thank ************** for being a valued customer and hope he will consider ********************** for any future flooring needs he may have.  

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

  Customer Answer

  Date: 08/08/2024

  I deeply disagree with the comments made.  First, there was NO flooring repair.  The only thing done was the second team used a sander to remove excess masking (Glue) from the kitchen floor.  I clearly remember the sales****** (******) making the comment. "As we do not know the condition of the floor under the tile and carpet, we may need to point it out and charge for repairs.  Removing grout and masking is NOT repairing the floor.  I have picture showing damage to the walls from using a crowbar to remove baseboards.  I also wish to point out they did not clean mess and remove scrape wood.  Instead, they just dumped it in my trash can.  My main complaint is the reason it took 8 days verses the two promised is because the installed failed to arrive on time and were not prepared when they did arrive.  This was due to a lack of communication within Express Flooring.  The installer time and again stated, "This is not what I was told needed to be done and we do not have the tools to do the work."  The installer told both me and my wide the floored should have been sanded to remove all high spots before the tile was put down.  My compliant is the lack of response from the company.  If they knew the installer broke down they should has dispatched another team.  If the Installation Coordinator and sales****** said they were putting a third ****** on the job to finish in two days, a third ****** should have showed up (Never happened.) When the installation Coordinator says he will get with management and call us first thing Monday morning, I expected a call.  The call came on Tuesday and all that was offered was platitudes.  We went 8 days with no washer and dryer, no stove and no toilet.  Proudly placing my toilet on my front porch show a lack of class.  I have saved pictures and emails to validate my complaints. 

  

  Business Response

  Date: 08/12/2024

  We are again very sorry that ************** is frustrated with her experience.  We hope he realizes that things did not go as he, nor we, would have ideally liked.  That in mind, and as we stated in our original response, the pricing of projects of this nature is not based strictly on time frames.  We do understand his concerns, as well as his requests, and we regretfully cannot agree to what he is asking of us at this time.  We again have extended him concessions and did so in a proactive manner.  Should the BBB feel that any additional actions are required on our behalf, we are open to discussing it.  That aside, we feel this complaint has been addressed in good faith and that the matter should be given closure.  We urge ************** to contact us directly if he wishes to discuss the matter further.

  Thank you,

  Customer Answer

  Date: 08/12/2024

  In your response you are fixated on the time it took to perform the installation.  This is not the focus of my complaint.  My complaint is it took 8 days not because of the work required.  It took 8 days because the installer did not show up for 2 full days, The installers worked half a day on one day and arrived at 11:00 AM on day seven and because they did not have the proper tools, left at 2:30 after installing a toilet and some baseboards. Because of their not arriving on time, we were forced into the weekend, and no one was available, So this was 4.5 days of no work being done.  Had they arrived on time prepared to work, the job could have been completed in the 2-3 days estimated by your salesman.  They did replace the washer and dryer but not the furniture.  Cleanup was marginal at best.  It took my wife three days to clean up after them.  You claim you waived $1000 is sub floor repairs and I contest the scraping of grout and masking is not sub floor repair. (NOTE: This was only done in the kitchen and not the 4 other areas) (It should have been) You must get all the glue and debris off the sub floor before you place the new flooring.  This is part of the installation, and not repair.   The damage done to the walls required repair but was ignored.  I Have pictures showing damage.  Patching and painting were required. The removal of all baseboards and trashed required me to purchase over 150 feet of baseboard.  Inconvenient to my wife and I for eight days, forcing us to stay home and wait for installers to arrive adds to our dismay.  I find Express Flooring response miss leading, false, and glib.  Even in the beginning, we were told we needed to pay 20% at signing and yet, once they got our credit card information, they took the entire amount, Is this not contrary to their commitment?