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:07/30/2024

  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.

  When my sales man came into my home, he did his whole presentation. Things included sounded great, but I was thinking still a little much for me to spend right now. Well then came out all the promises. I was told that with my purchase I qualify for a free condo with the destination of my choice. Just pay taxes. I was also told that since its money thing they can arrange financing with 0%interest through green sky. I said when does it need to be paid off? He made it long enough with a reasonable payment that I said ok. Well floors were done and the 1st payment was made. I then got a statement for the 2nd month and noticed it had a 9.9% interest rate on there. Someone on a budget, this is a lot of money. I called green sky and they said all I need to do is call the company and they can adjust the loan. Its up to them. Well then on July 10th was my 1st call. Of course couldnt talk to anyone and they were going to call me back. Well nothing. Couple days later call again. ***** the sales manager was informed and she will get back to me.and nothing. Few days later call againoh yes we see a ticket has been assigned and they are trying to reach your sales person, ***** will call you back. This is going on 3 WEEKS!!! Nothing ***** is always busy and going to call me back. I just want what I was told I am going to get and the courtesy of a return call. I never got the condo..was suppose to get padding under the floor and they didnt happen. And I want the 0% interest I was told I would get if we can make a deal today This is the worst customer service I have ever had to deal with. You cant even return my call. A customer should not have to fight this hard for something they were told they are going to get

  

  Business Response

  Date: 08/02/2024

  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.  She clearly mis-understood the terms and conditions of her promotional period.  That said, this information was clearly communicated to her, and she did recognize and agree to these terms at the point of sale.  In response to this complaint, we have offered to change her promo to any other available option we offer.  However, the arrangement is seeking is not one that exists throughout financing partners.  Should she communicate to us her desire to switch to a plan we offer, we are happy to accommodate that request.  *********************** can also feel free to pursue alternative financing options as well.  We will be happy to cooperate with her on any productive paths forward she can identify.  

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

  Customer Answer

  Date: 08/05/2024

  this is not okyour sales associate came into My home and made promises he could not keep just to get a sale.  I was told specifically by him that I would get 0%financing as long as needed for the loan. Thats not the case. He told me no worries I will help you set everything up with the loan company. Just click here and hit accept.  The fact that it took your sales manager 3 weeks to even get back to me to discuss anything is completely unacceptable. Now she tells me sorry there is nothing we can do since a complaint was filed with the BBB. I would never recommend this floor company to anyone. They are untrustworthy and make promotes to customers just to get a sale 

  

  Business Response

  Date: 08/09/2024

  As we originally explained, the promo information of the financing account ********************** opened was communicated to her and she did recognize and agree to these terms at the point of sale.  In her latest response, it seems she has the expectation to have an unspecified and opened ended time frame to pay for the flooring she purchased.  This unfortunately is not something can offer, nor we do feel is a reasonable expectation for her to have.  As we offered in our last response, we are happy to offer her any available promotion we offer.  We again are very sorry that there was any confusion on this point regarding this transaction and hope that our customer will work with us in a productive manner to give the matter closure.  

• Initial Complaint

  Date:07/27/2024

  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 originally purchased flooring in September of 2020. We submitted several complaints and were finally contacted by the company in 2022. An agent came out and agreed the work was done poorly and it had to be fixed or replaced. He mentioned he needed to get a specialist and informed us the specialist was backed up but would be scheduled in the next few weeks. We waited and waited and tried calling with no success to get specialist out for replacement. Express Flooring used contractors that put our furniture back once the job was done to hide areas they messed up hence the image where the floor is ripped. Express Flooring never followed up and does not care.

  

  Business Response

  Date: 07/29/2024

  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.  That said, in reviewing this complaint and her past order, this order was placed in 2020 through our commercial division.  A 2-year warranty was provided on that order, which we are well past at this point in time.  We therefore are unable to help this customer from a warranty standpoint.  That aside, if they are interested in having the flooring replaced or redone, we would naturally be happy to provide them a quote and be as accommodating from a pricing standpoint as possible.  If ****************** wishes to take us up on this offer, she can feel free to contact ********************* in our office at ************ to either schedule or discuss further.  

• Initial Complaint

  Date:07/27/2024

  Type:Delivery 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 had our carpet replaced on May 2, 2020. We were given a certificate for a lifetime warranty on the carpet and tile installed. We were told to have the carpet professionally cleaned every 18 months. I have included the receipts for those services. I have been trying to use the carpet warranty and got NO response after submitting the carpet cleaning receipts. I have been trying since April 2023 to get this resolved and no one ever returns by emails. I've tried calling and that gets me nowhere. Our carpet looks awful. The carpet that was installed looks worse than the previous carpet we had for 20 years. The wear and tear, carpet stains, and matting looks awful! I would greatly appreciate your help in advocating for us.

  

  Business Response

  Date: 07/30/2024

  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.  We have notified our local office in ****** of this complaint.  They informed us that they are aware of the matter and are working with the manufacturer of the goods purchased to file a warranty claim.  As this process progresses, we may need some assistance from our customer and trust that she will cooperate with our staff to satisfy any requests that are made.  

  We very much appreciate ******************** as a valued customer and look forward to working with her to give the matter closure.  

  Customer Answer

  Date: 07/31/2024

  
  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,
  
  *******************************
  
   
  

  Customer Answer

  Date: 08/08/2024

  I previously filed a complaint against Express Flooring after getting NO response from them for months. As soon as I filed the complaint, I heard from Express Fooring the next day. I should not have clicked that the issue is resolved as it is not. Someone came and looked at our carpet, took some ics and then told us that we just needed to have the carpets cleaned. WE HAVE HAVE THEM CLEANED! I am not going to spend more money to clean carpet and is showing so much wear and matting. **** wanted me to send all my receipts for our carpet cleaning and I did.

  

  Business Response

  Date: 08/12/2024

  We are very sorry that ******************** is still unhappy in any way.  Carpet cleaning (professional carpet cleaning) is a very important part of the care & maintenance of one's carpeting.  This is something that should be regularly and continually done to prolong the useful life of carpeting.  While many products have amazing wear & stain resistance warranties, one must always remember that a carpet manufacturer cannot keep a carpet from getting dirty or soiled.  These warranties merely assure a consumer that assuming the carpet is cared for as it should be, that most household substances will not stain the goods or permanently damage them. We suggest that ******************** work with our office on any requests made and we can assure her that we will help through any concerns or questions she may have.  

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

  Customer Answer

  Date: 08/12/2024

  I can appreacite the fact that I am being told to clean the carpet. I attached the reciepts (as requested) showing that we did indeed have the carpets cleaned on the schedule that we were told after the installation of our carpet.  I would love to work directly with you, but there is never an email address provided where someone actually responds, and there is no contact information of a phone number that I can call to talk to anyone.  The ONLY time I was ever called about the carpet issues I am experienceing was after I filed a complaint with the BBB and then it was only to shedule someone to come look at the carpet.  After you came and looked at the carpet and took pictures, WE NEVER HEARD A WORD BACK FROM YOU!  That is the problem!  

  In addtion to stains not coming out with carpet clernaing, the other issue that has not been addressed is the wear and tear that the carpet is showing. There is signifcant traffic flow wear.  Significanly more than the original carpet that we had for 20 years and we've only had this carepet a few years.  It looks awful!!!!  Im sure the pictures you took reflect this wear.  

  Please back your lifetime warranty policy and the certificate stating such that we were given after the carpet was installed.  You need to replace the carpet. 

  Krissy

• Initial Complaint

  Date:07/22/2024

  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.

  April 29,2023 contract#GWIN0000778 I had new vinyl floor planks installed in kitchen, laundry and bathrooms, I also had them Install carpet in the rest of the home, I spent $8698 on plank flooring roughly $4312 on carpet flooring. I had to have the company send people out as early as the week after installation. I will not mention issues with the subcontractors as my main issue are with the install and warranty. I have gaps in between the floor planks which can allow water on my sub floor, making it so the floor can rot and develop mold. The trim piece under the kitchen island have come undone looks like the just glued it instead of nailing down. The company has sent inspectors out but all they do is put super glue, kick and or use a rubber mallet to hammer planks back together which has left several planks with damage on the ends where there have been chipped or folding up where they look broke or creased which catches your socks and snags them. One visit there used super glue which now has a visible film. One visit they used putty, the last visit they used a spray adhesive still have same problem of planks shifting. I have informed them several times floor is cut short and now I have visible damage to planks caused by them kicking and hammering. I did not want ti contact the BBB but I don't know what other coarse of action to take I feel I have been more then patient tiring to get a resolution. All I ask is for my kitchen/dining room floor to be fixed. Unfortunately the only fix i see is replacement since they where cut short.

  

  Business Response

  Date: 07/24/2024

  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.  Please know that our local office in ******, ** has been in touch with him on the matter and is currently working with him to resolve it.  We very much appreciate ************ as a valued customer and thank him for his patience through this process.  We look forward to giving the matter closure in the very near future.  

• Initial Complaint

  Date:07/21/2024

  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.

  On 07/17/2024 I cancelled a floor installation because it could not be completed properly. Once I cancelled I was told the ********* ********** was going to call me. I asked how long it was going to take. They said they did not know. I asked how long until I got my refund, they said they did not know. In looking at this website it appears that this is common practice from this company. I would like my money back ASAP please. I am a DISABLED VETERAN and I cannot be stressed about this.Thank you.

  

  Business Response

  Date: 07/24/2024

  We are very sorry that ************** has felt the need to file this complaint.  As with any home improvement trade, sometimes homeowners encounter surprises and/or unforeseen circumstances.  While we can understand ****************** frustrations with the circumstances, we would suggest these are not ideal for either him or Express Flooring.  We do not benefit in any way from a customer having to cancel an order.  That aside, we have recorded ****************** cancellation and we have notified our accounting department to refund his deposit.  That will be done in the coming days and our office will notify him once the credit has been processed.  

  Customer Answer

  Date: 07/30/2024

  ******** It has been 12 days since I cancelled service. Still no refund. I received a call saying it would take 5 to 7 days for my refund.

  

  Business Response

  Date: 07/30/2024

  Please be advised that a refund check was cut and mailed to ************** on Friday of last week.  If it has not already been received, we are sure it will arrive with the mail in the coming days.  

  Customer Answer

  Date: 08/03/2024

  I was told on the phone that I "should see my money in my account in 5 to 10 business days". Now they say they mailed a check past Friday. No check yet.

  Total 19 days since cancelation.

  Customer Answer

  Date: 08/12/2024

  Follow up on complaint #********: I have been waiting for my refund almost a month. Please cancel payment on the last check and send another one since the last one did not make it. I am a disable veteran with PTSD. And this is not right. Please refund me my money ASAP. I need my money I cannot be stressed like this. Please notify me by email.

  

  Business Response

  Date: 08/13/2024

  We will be happy to cancel the refund sent and send ************** another check and have notified our accounting department to do just that.  We urge ************** to contact us directly should he need any assistance in the future. He can feel free to contact ********************* in our office at ************.  

  Thank you!

  Customer Answer

  Date: 08/13/2024

  
  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:07/20/2024

  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.

  ********************* was the designer assigned to us. We agreed on a price of ********. for flooring. we paid on the day he was here. The work started 2 days later. We got a call the next day demanding us to pay an additional ******* an over 50% increase while the flooring team were here because of cement leveling. We were threatened they would leave while our house was in shambles.Our backs were against the wall. The designer looked under the carpet portion and knew the under floor was gypcrete and never old us we would be charged an extra price. HIDDEN COSTS! I spoke to to the installer who told me cement leveling is done 100% of the time with gyprete. this is a scam on senior citizens. We never received a bill of cost breakdowns

  

  Business Response

  Date: 07/24/2024

  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 complaint.  We can certainly sympathize with his frustrations, as no homeowner ever wants to incur unforeseen and/or unexpected costs of this nature.  That in mind, we feel is important to understand that Express Flooring did not cause the need for repairs to his subfloor.  No flooring contractor is able to see beneath the existing floor covering in a home of this nature and these types of repairs cannot be recognized and/or estimated until the existing flooring is removed.  While we again can understand why ************** is frustrated, we feel this complaint is mis-guided and an unfair representation of our organization and the service we provide our customers.  We urge ************** to contact our office if he wishes to discuss the matter further.  He may contact ********************* in our corporate office at ************ at his convenience.

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

• Initial Complaint

  Date:07/20/2024

  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.

  Express Flooring sent a representative out to our house to give us an estimate on a vinyl wood floor installation. At the end of the presentation, the representative said that he would like us to give him a refundable down payment to "save the offer." My wife explained to him that we were having another estimate come out from another retailer and she didn't like the idea that if we didn't sign today we would "lose" this great deal that was offered. The rep assured us that the money was completely refundable, only meant to lock in the deal if we decided to go further and if we didn't it would be refunded. My wife and I agreed and paid $2000. When our representative left he left us with his cell phone number because he said that he would always be available for any questions. WE have tried repeatedly to call him to request a refund with no response from him. We left messages at the regular Express Flooring number with no returned calls. The only way we got a call back was by filling out a form online that said we wanted info about an installation. We then got a call and text back almost immediately. When the rep called and asked how he could help we explained we were trying to get our refund and were transferred to a number that hung up on us and didn't allow us to leave a message.

  

  Business Response

  Date: 07/22/2024

  We are very sorry to hear that **************** has felt the need to file this complaint.  We go to great lengths to document the process that consumers need to follow to cancel their order.  This is outlined on the paperwork that ever customer receives when an order was placed.  There is a form attached to ******************** contact that he should fill out and send to our office.  That said, we have notified our corporate office of this complaint, and someone will contact him to help him through the process of cancelling his order.  We are very sorry for any confusion and/or frustrations **************** has experienced.  We appreciate him giving us an opportunity to help him with any floor covering needs he has and hope that he will consider us for any future needs he may have.  

• Initial Complaint

  Date:07/11/2024

  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.

  The flooring installation at my address (***********************) is complete, and while the floor looks nice, I've noticed significant damage to my baseboards.We have exhausted all other avenues available to us to try and get a response from someone at Express Flooring's customer service center, as well as our installation coordinator *******************, about the damage that was done to our home during our floor installation process.Our baseboards were all completely ruined during installation, and after trying to connect with someone at Express Flooring for over a week about it, we were finally told someone would reach out to schedule a visit to assess the damage. 3 days have come and gone without that call and now we can't reach anyone again.Is there any way you can help us? The floor installation is finished and we have paid for the project in full, but the damage to our base boards is unacceptable and we need Express Flooring to take responsibility for it in some way. Please let us know if there's anything you can do or someone you can put us in direct contact with to resolve this really unfortunate situation.

  

  Business Response

  Date: 07/12/2024

  We are very sorry that Mrs. ******* has felt the need to file this complaint.  Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We did contact our local office in ********* on the matter.  They informed us that they have been in contact with Mrs. ******* and have a solution in place to resolve the matter for her.  We are very sorry if our team did not respond more quickly but are happy to see the matter is being moved towards a resolution.  We urge Mrs. ******* to continue to work with our local team to give the matter closure, however she can always feel free to contact our customer service department should she need any additional assistance.  

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

• Initial Complaint

  Date:07/08/2024

  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 work done with ExpressFlooring, there were damages done to my property during the construction. My baseboards were not removed at the time they chiseled away the old tile, so my baseboards in the kitchen area. are all scratched up and damaged. The bathroom sink was put in incorrectly, and has to be uninstalled and installed the correct way. I have sent several messages and emails to the company and to ************** the marketing Director. All which have been unsuccessful. **************** informed me today that he was closing this case and the damages to my property are null and void, and he will not be paying for the damages that his company did to my property. No further explanation. I paid $17,000 for this tile and work to be done in my house. This is unacceptable on all levels. I have photos of the damages that were done to my property by Express Flooring and they refuse to fix them. I have gotten an estimate of the repairs that need to be done. I also submitted that to him as well. I am requesting that ExpressFlooring step up to the plate and pay for the damages that their company did to my property. I have attached an invoice from a licensed contractor to repair the damages that Express Flooring did. His amount is $1650. See the invoice below along with photos. I can be reached at ************. *******************************

  

  Business Response

  Date: 07/12/2024

  We are sorry that ********************** has felt the need to file this complaint and that her experience did not go as she, nor we, would have ideally liked.  That said, we are aware of ************************** complaint and frustrations and have been working with her for some time.  To summarize, we feel that ********************** has an inaccurate understanding and unrealistic expectations regarding the labor and materials she purchased from our organization.  We have communicated with her at great lengths and have offered a number of concessions that we felt were reasonable under the circumstances.  One of her requests was to receive a promotional vacation/cruise voucher.  This promo was included on her original purchase with us; however, she subsequently cancelled that order.  She did then place a new order, however that order did not include the promo. We had previously offered to provide her that promo with the understanding that it would be extent of any concessions would make to resolve her concerns.  While she communicated that arrangement was not ideal to her originally, she proceeded to contact our customer service department and request the promo, which we did provide her.  As we communicated to her, we now consider the matter resolved and have closed her customer service ticket in our system.  While we recognize that she will not agree, we feel that we have gone above and beyond for this consumer and feel this complaint should be closed accordingly.  If ********************** wishes to discuss the matter further; we urge her to contact ********************* in our office at ************.  

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

  Customer Answer

  Date: 07/13/2024

  I am sorry I do have to disagree with your decision. I spent over $17,000 with this company. They offered a cruise, If I spent over $3000, I spent over $17,000. I did get the cruise in the end from the original order.(after fighting for it), This cruise had nothing to do with the damages that were done to my home. Two different issues here. Thats why in my original complaint, I did not bring up the cruise. The damages that were done are attached and on the original complaint. I do not accept their offer that they will not pay for the damages that were done to my home by their contractors. They did these damages to my home and I want to be compensated for them. I had attached a  licensed contractors estimate to have the damages repaired that ExpressFlooring did. This matter is NOT closed at all. The damages were done by ExpressFlooring. I expect the damages to be completed and or compensated for at their earliest opportunity. Thank you ***************************;

  

  Business Response

  Date: 07/16/2024

  We again are very sorry that ********************** is frustrated in any way.  This unfortunate disagreement clearly is not ideal for anyone involved.  That being said, we are aware of the photos ********************** supplied.  She has failed to explain that the damages to her cabinets were not caused by the workers who installed her flooring.  Rather, they were uncovered during the process of removing her old flooring.  The existing tile that ********************** hired us to demolish was installed up against the existing toe kicks of the cabinets.  The damage was caused when that tile was originally installed, which was not done by Expess Flooring and could have taken place even before ********************** even purchased the home.  As we have explained to our customer, these sorts of "challenges" are not uncommon when embarking on a home improvement project.  Sometimes you encounter surprises and while we can understand our customers frustrations, we feel they are pointed in the wrong direction.  

  At this point, we have refunded ********************** $400.00 for items her contract specifically states we are not responsible for.  We have additionally supplied her a promotional cruise voucher, despite the fact that her second order did not include that item.  We feel we have gone above and beyond for this customer and do not feel this complaint is justified.  If the BBB disagrees in any way, we are happy to discuss and consider any recommendations they may have as our ultimate goal is to give it closure.  

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

  Customer Answer

  Date: 07/17/2024

  Again, I am still denying ExpressFlooring statements, if you look at the photos of my keyboards/baseboards, you can clearly see that is fresh paint that is missing from when ExpressFlooring did my floors and it happened when they chiseled out the old tile. You can also see that the bathroom sink is 2 inches from the tile from when they reinstalled the sink. This was not like this before. My photos are clear and concise of the damages that was done by ExpressFlooring. I immediately reported these damages to ExpressFlooring without return phone calls, rudeness from **** who was the customer service rep at the time. And nothing was done about this. I am not going away. I want these damages repaired to my home that clearly ExpressFlooring did. This has nothing to do with a cruise. That cruise was offered to me because I spent $17,000 to ExpressFlooring. And to be quite honest with you, it is not free as they said it would be, I still have to pay hundreds of dollars for the cruise, so they didnt really give me anything concerning the cruise. The least they can do is step up and take care of the damages that they did to my home. The $400 that was credited to my account was for other damages that was done to my home,  I am not going away!!! So ExpressFlooring needs to stand up and pay for the additional damages that their contractors did to my home. Evidently they were not qualified to be in my home as a licensed contractor?  If they were licensed and qualified, probably the damages would not have happened? These damages are clear. Its fresh paint missing and I want them repaired along with my bathroom sink reinstalled correctly. These damages are new and can be clearly be seen from the photos. BBB can we confirm that this was a licensed contractor that was doing this work in my home? BBB, would you please also advise of the next plan of action that needs to be taken from here? Thank you ******************************* ************ Please feel free to call me. Thank you 

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Installers were late, did not have any training and damaged our home. Ive attached photos. Ive tried since May7th to resolve this issue. Photos attached show a reimbursement told to me in a text, a complaint I filed to Express Flooring, gorilla glue spots on the tile, baseboards a disaster. So much I could not type in this space so I typed it and you can see the screen shot. Thank you as Ive called and reached out to this company several times. I have more text information and emails if needed.

  

  Business Response

  Date: 07/08/2024

  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 complaint.  Our local office in ********* is aware of her concerns and is currently working with her to resolve any outstanding items.  We urge her to continue to communicate with them.  We have notified that team of this complaint and are here to support them (and our customer) in any way needed.  We thank ****************** for being a valued customer and for choosing ********************** for her flooring covering needs.  

  Customer Answer

  Date: 07/08/2024

  I have attempted repeatedly to deal with the local office but I still have not had things handled to my satisfaction.   I still have not been reimbursed for the strips I purchased, still not given my replacement box of tile (I brought over tile from my other home) and my closets are still not hung.  We also still have glue all over the floor where they attempted to glue down the closet tracks.  The baseboards in the home are still uneven since they removed them when we specifically told them not to do it.  They want to send out the crew again that caused all the issues and wasted our time. We asked for a different crew.  The manager said the original crew was not trained by express flooring.  The crew stated they did not have training.  We are asking for a refund or partial refund.  Things were left a mess in our home.  Please refer to the photos.   

  

  Business Response

  Date: 07/16/2024

  We are again very sorry that ****************** is unhappy in any way.  Our local office again has been in touch with her and is working with her to resolve her concerns.  We have agreed to everything she has asked of us, with the exception of refunding her for 50% of her purchase.  We have agreed to reimburse her for the transitions pieces she purchased as well as provide her with some additional materials (attic stock) that she requested.   While we can appreciate her frustrations, we do not feel a 50% discount is a reasonable request.  Should the BBB feel that we are being unreasonable in any way, we are happy to accept their feedback and will consider it moving forward.  That said, we feel that the actions we have taken should be sufficient to give the matter closure and would ask the BBB to close the complaint accordingly at this time.  We again urge ******************* to continue to work with our local office moving forward.