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

  
• 

  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 Of Nevada, LLC

  6285 S Valley View Blvd Ste G Las Vegas, NV 89118-3896

  

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:06/18/2025

  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.

  When we signed with express flooring, their representative called three different company installers to ensure that Express Flooring could do the work on our stairs. In addition to the other flooring we wanted changed.The materials they provided for the job were not suited to the dimensions of our stairs and the Express Flooring representatives still encouraged their workers to use the unsuitable materials and just fill in gaps with Caulking - this was not what was represented during the sales meeting. We refused their work on the stairs and no labor or parts were used from Express Flooring. When we asked for a reimbursement for the parts and labor that we paid for flooring installation in the stairs, they offered only $1000. The parts alone cost around $800. There is no way they could only pay a crew $200 for days worth of flooring labor.When I contacted them about this inconsistency they have not returned my calls, they keep moving me to someone else, and they have not provided an itemized receipt to show the cost of parts and labor for the stairs as justification for the refund of only $1000.Unless proven otherwise, we want at least 2000 to 2500 dollars back for the parts unused and labor not done.

  

  Business Response

  Date: 06/24/2025

  Thank you for bringing this matter to our attention. We are actively reviewing the concerns raised regarding the unused stair materials and associated labor.
  A member of our management team is currently looking into the details of your account and will be reaching out to you directly to discuss the situation further and work toward a resolution.
  We appreciate your patience and the opportunity to address this issue.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 06/25/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23489304, 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,
  
  
  
  Anna Newley
  
  
  
   
  

• Initial Complaint

  Date:06/14/2025

  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.

  Had an Express Flooring sales *** come to our home on 5/13/25 to show us samples of carpets they ******** pregnant wife chose a specific carpet color and style after the sales *** showed us a picture of the carpet in someone's home. My wife took a picture of the carpet we chose.Installers came on 5/20/25.We visited the home a day after the install and noticed it was a completely different color and style of carpet. I contacted Express flooring via phone on 5/21/25 and they told me I would get an email with instructions for my dispute.I responded on 5/21/25 showing the picture of the carpet my wife chose versus what was installed.I requested a follow up to my request on 5/22 , 5/27, and 6/2 with no responses.Finally someone called us and said they would send a quality control *** to see what happened.A man named ***** ********** came on 6/5 and spent about 5 minutes at the house, and said he would research the issue.He has not responded to my emails on 6/10, 6/11 and 6/12.This company basically did a bait and switch on me and they have not offered any type of solution for over 3 weeks ****** addition to installing a completely different carpet than what we chose with the sales ***, their installers also damaged an exterior light fixture at our new house that we just bought.Overall this has been an extremely horrible customer experience and this company has failed every step of the way.

  

  Business Response

  Date: 06/19/2025

  Dear Mr. Moshi,

  Thank you for your patience as we’ve looked into your concerns.
  After a thorough review, we have identified that the carpet installed in your home does not match the product your wife selected during the sales appointment. We sincerely apologize for this error and for the delays you experienced in receiving a clear response.
  Please know that we are actively working to correct this mistake. Our team is currently coordinating the steps needed to replace the carpet with the correct style and color that was originally chosen.
  Our goal is to resolve this issue promptly and ensure that you’re satisfied with the final result.
  Again, we apologize for the inconvenience and thank you for allowing us the opportunity to make things right.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my flooring replaced by Express Flooring approximately four years ago. They have been out here three times to repair. They are now saying itsbecause I live in a mobile home and its probably settled. They want me to have the Home re-leveled. If I do that, all of flooring is going to pop throughout my entire home. The flooring is in my living room, small dining room, kitchen, large dining room and hallway. I have multiple areas of problems. The repair people that came out in addition with the original sales person, never mentioned us having to level the home. I have been told by Flooring specialist that the Flooring is poor quality and possibly the installation was done incorrectly. I spent thousands of dollars with them and have had no resolution to my issue. They advertise lifetime warranty and then dont stick with it The last time I had them out, because it had been over two years, they charged me a $50 fee. I currently have holes in the brand new plank flooring. I put in in my kitchen in several places and I have other spots throughout the home that are to pop up.

  

  Business Response

  Date: 06/30/2025

  Dear Ms. Lenta,
  Thank you for taking the time to share your concerns through the Better Business Bureau. We truly regret the continued frustration you’ve experienced with your flooring and understand how disappointing this situation has been.
  We’ve reviewed the history of your installation and the multiple service visits completed since the project. During our most recent visit, our technician noted some of the flooring issues appear to be related to structural movement in your mobile home — something that, unfortunately, can affect the performance of flooring over time. While this type of environmental issue is outside the coverage of our lifetime installation warranty, we do want to do everything reasonably possible to help.
  Sincerely,
  Express Flooring
  

• Initial Complaint

  Date:06/04/2025

  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 responded to an advertisement for Express Flooring when searching for a flooring installer/provider. The advertisement took me to their website and requested some information, including contact info. Immediately following the submission of their form, I received a text message indicating that it was outside business hours, but to respond with a good time to receive a call. I did so, requesting a callback on a specific day at a specific time. This appointment was confirmed. That call has not occurred yet. No ***********, I do not receive many spam-related calls on my phone. This is likely because I normally do not provide my main contact number to ANYONE, but did so in this case as I remember seeing Express Flooring commercials before and assumed that they were a reputable business. Since providing that info, and again the scheduled callback has not even occurred yet, I have received more than 30 calls from spammers (marked in advance as spam by my mobile provider) within just 48 hours. These calls are so obviously the result of contacting Express Flooring for business, that it really can't be disputed. So, this business sold my information and I wasn't even a customer yet. This is extremely inappropriate. It seems a mystery they manage actually get business with this process at all. It's atrocious.

  

  Business Response

  Date: 06/05/2025

  Dear Mr. **************** you for bringing your concerns to our attention, and we sincerely apologize for the frustration and inconvenience this situation has caused you.
  Express Flooring takes customer privacy very seriously. After reviewing your complaint, we want to clarify that Express Flooring does not sell or distribute customer information to third parties for marketing purposes. The contact information you provided through our website was used solely for scheduling the consultation you requested.
  We understand your concern regarding the sudden increase in spam or robocalls. While we cannot definitively determine the source of those calls, we have found no evidence that your information was shared or sold by our team. In some instances, mobile carriers may flag calls from rotating call-center numbers as Spam Risk, even when they originate from legitimate businesses. Additionally, there are rare but known cases where external lead generation websites mimic official company ads and collect consumer data without our authorization. While we have not confirmed this occurred in your case, our IT team is investigating thoroughly.
  In the meantime, we have permanently removed your contact information from all Express Flooring systems to ensure you receive no further communication from us. We have also escalated a review with our telecom provider to investigate whether any of the calls you received may have been misidentified or spoofed as associated with Express Flooring.
  We appreciate your time and hope this response demonstrates our commitment to addressing customer concerns promptly and professionally.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:05/28/2025

  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 hired Express flooring to replace our upstairs flooring and baseboards. There were two groups of workers who came to the house, one group of 3 who did carpeting and a group of sometimes 2, sometimes 3 who did the hard flooring. The work was completed. Between the carpeting and hard flooring we noticed a small safe missing from the closet of my sons bedroom. I asked the workers if they had seen it, hoping they had moved it. They said no. We double checked around the house and did not locate the safe. We filed a police report and have contacted the company and they have advised they will not reimburse us for the safe and its contents. their workers were the only ones in our home. We have video, but the safe could have easily been hid in the old material they removed. The workers even left a door stop from the old baseboards on the top closet shelf where the safe is missing from. We filed a police report and will pursue this criminally but the company should have insurance to cover the civil reimbursement of this. Who steals from a child? It was very obvious its a kids bedroom and a kids plastic piggy bank safe where he had been saving all his birthday money.

  

  Business Response

  Date: 06/02/2025

  Dear Ms. ******************** you for bringing your concerns to our attention, and we appreciate the opportunity to respond.
  First and foremost, we want to extend our sincere sympathy for the distressing experience you and your family have gone through. We understand how upsetting it is to discover that a personal item, especially something as meaningful as your childs safe containing birthday savings, is missing.
  Upon receiving your report, our team immediately conducted an internal review and spoke with all personnel who were present during your project. All individuals assigned to your installation have denied any knowledge of or involvement with the missing item.  As part of our commitment to customer safety and trust, all ********************** installers are required to undergo background screening prior to performing any work in a customers home.
  We have been informed that you filed a police report, and we want to assure you that Express Flooring is fully cooperating with the investigating authorities. If the police require any information from us or from the installation crews involved, we are committed to providing our full support to aid in a thorough investigation.
  At this time, we have not been presented with any evidence that directly links any member of our team to the missing item.  While we deeply empathize with your situation, we are unable to offer reimbursement in the absence of verified proof of wrongdoing.  We also recommend that any additional findings or information you may obtain be directed to the police so they can pursue the appropriate legal channels.
  We remain open to further discussion should you have additional concerns regarding your flooring project. Please do not hesitate to contact our office directly.
  Sincerely,

  Express Flooring

• Initial Complaint

  Date:05/21/2025

  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 may 11th Express Flooring installed new carpet in our home.The carpet we picked doesn't match the one they installed.The installed carpet shows diffrant colors and not consistat in appearance. We contacted the company multiple times in an effort to resolve the issue.We have not get any help from them.Each time we call, we were told that a manager will return our call,but no one called.We are extremely dissatisfied.***** and ****** ******.

  

  Business Response

  Date: 06/02/2025

  Dear *** and Mrs. **************** you for reaching out and bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration this situation has caused.
  We understand your concern regarding the carpet installed on May 11 and that it does not appear to match the product you selected. At Express Flooring, we take quality and customer satisfaction very seriously, and we are committed to addressing this issue promptly and thoroughly.
  Our team is currently reviewing your file, and we are in the process of scheduling a product inspection to evaluate the concerns regarding the carpets color variation and overall appearance. A representative will be reaching out shortly to coordinate a visit at your earliest convenience.
  We appreciate your patience and the opportunity to make this right. If you have any questions or would prefer to speak with someone directly, please dont hesitate to contact our ************* team at **************.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 07/01/2025

  We tried several times to contact Express Flooring, mostly with no response. Finally, they sent an inspector to evaluate the carpet. One person came to the house, checked the carpet, and took a lot of pictures. Then he said somebody from the company would contact us shortly.The inspection was on Wednesday, June 11th. They never contacted us since then.
  
  The carpet looks worse as days go by.
  
  We need the carpet replaced with a new one as early as possible. Thanks, ******.

  

  Business Response

  Date: 07/08/2025

  Unfortunately, you have let us know that you are unhappy with your selection.  We performed inspection and found no issues with installation or product.  Express Flooring did fulfil its obligations under the contract by installing your flooring selection per manufacturer guidelines.  We recommend you file a claim with the *** to ensure a third party performs inspection.  Thank you.

  Customer Answer

  Date: 07/11/2025

  
  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:05/15/2025

  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.

  Rev *********** flooring installation began Feb. 17, 2025 (Mon) but at the end of the evening not one piece of furniture was set up for sleep which left us (2 senior citizens 75 & 76) kind of shocked. The installers returned the 18th and were finished later in the evening. March the 3rd I noticed some type of smudge at the threshold of each bedroom door which couldn't be rubbed off. I immediately contacted Express ***************) and was told someone would be calling to schedule visit in the next couple of days. March 5th I was contacted and set up appt for a floor inspection for the 13th. After not hearing from or seeing anyone, I called around 6:30PM and was told by ***** someone would be calling me the next day to reschedule.After not hearing from anyone the 14th through the 18th, I called the 19th of March around 11:20 am, spoke with ***** and made an appt. for the 27th. Once again no call/no show. I waited until evening time before calling Express. Spoke with *** and was informed he didn't even show me on the schedule. We then made a morning appt. (since I let him know I was tired of wasting the whole day waiting on them) for the 1st of April. At 2PM on the 1st of ***** ****** arrived, checked the areas (spent about 30 minutes) and stated someone would be calling to make appt to replace the flooring in all 3 bedrooms. I waited until the 14th of April (11:34am) before calling ****** (on his pager) leaving message questioning what the problem was. AT 2:51PM ***** called, wanting to let me know that they had had to order materials and expected them to arrive Friday the 18th. An early AM appt was made for the 18th and ***** stated ****** would also be there to oversee the project. Of course this did not happen and I have yet to hear a word from anyone at Express. I've already made 2 payments (financed for 1 year without interest) to ********. I feel I've been patient enough and need your help. Thank you

  

  Business Response

  Date: 05/30/2025

  Hello, we have the product necessary to complete repairs, our local Operations Mangers will be in touch to schedule.

  thank you,

  Customer Answer

  Date: 06/09/2025

  5/23/25  3:30PM  The Friday before Memorial Day week-end, ***** w/Express called and left a message stating he was needing to set up an appointment to finish the floor project.
  
  5/28/25 1:35PM Wednesday   I called ******* number and acknowledged I have rec'd him message and asked him to call so we could set up and appointment.  I explained why I had not called sooner (Memorial Day week-end plus having to have my 14yr old pup put down) but looking forward to hearing from him.    I've yet to hear a word.  

  

  Business Response

  Date: 06/18/2025

  Dear Ms. **************** you once again for your patience throughout this process. Were pleased to confirm that the issues you reported have been resolved.
  We recognize that this experience involved multiple delays and communication challenges, and we truly appreciate your persistence and understanding. Your feedback has helped us identify areas where we can improve our service processes.
  If you have any remaining concerns or require further assistance, please dont hesitate to reach out to our team.
  Thank you for choosing Express Flooring.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 06/23/2025

  
  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:05/14/2025

  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 laminate flooring installed in 2 rooms and a hallway and carpeting in 4 bedrooms by Express Flooring on February *****, 2025 at a total cost being financed through GreenSky amounting to $14,789. Here is a list of my concerns: 1. The carpet installers broke the mirror on the headboard in Master BR. It was lying on the ground in pieces where the workers moved the furniture. 2. Chipped the side of the nightstand when it fell off the flatbed and hit the wall. 3. Put a hole in the hallway wall outside BR #4. 4. Broke the leg stand of the headboard in BR #4. 5. Did not re-align closet doors evenly in BR #4. 6. ******, who installed the laminate flooring, broke my tiles at the edge of carpet near dining room/kitchen area. Though I had extra replacement tiles and grout, he said he did not get permission to replace them, even though he broke them. I have communicated my concerns with ****** *******, Design Consultant, through phone calls, text messages and emails. I was promised they would get back to me many times. Someone did come to measure for the mirror. We started communicating about my concerns beginning 2/28/25 and they stopped communicating with me on 4/28/25. My issue is not with the financing. It is with Express Flooring company, I have pictures, however, I am incapable of uploading them.

  

  Business Response

  Date: 06/03/2025

  Dear ** *****,

  We're actively working on a comprehensive resolution for your concerns, and a dedicated member of our management team will be in touch with you very soon to discuss the details and next steps. We appreciate your patience as we finalize our plan.

  Sincerely,
  Express Flooring

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have repeatedly told express flooring we do not wish to proceed with their business. My wife has been receiving up to 12 phone calls a day with multiple numbers being used each day. She has blocked them every time and they just continue with new numbers. She had told them more than once to be placed on the do not call list with no success. They are completely harassing my wife. They have been rude, and hung up on her more than once. Its completely unprofessional. The picture I attached show just in a day how much theyve called with her answering most of them. Her number is ************

  

  Business Response

  Date: 05/20/2025

  We have placed in Do Not Call List

  We apologize for the inconvenience

• Initial Complaint

  Date:05/08/2025

  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.

  October 2021 I contracted to have my entire house flooring resurfaced (2164 square feet) with the recommendation of a combination of carpeting and luxury plank flooring costing $30,634.00. Unfortunately, the plank flooring has not preformed well and by 2023 the plank flooring showed signs of lifting throughout the entire house. In February 2023 I spoke with **************** and was told that there is the possibility of water in the concrete foundation; however, this was confusing in that Express Flooring advertises a lifetime warranty for the installation work as stated on the Website and over numerous advertising ********** February 2025 the plank floor lifting was substantially worse. I again contacted **************** and it was suggested that I pay $200 for a **************** test which measures moisture vapor emission in the concrete foundation. The report indicated a moisture vapor emission (above industry standards for a glue-down flooring product). Again we are confused; as a consumer, we depended on Express Flooring to run the appropriate tests prior to installation and advise us a different flooring product if needed. Express Flooring seems to have ceased communication. We are left with a decaying flooring situation. In fact, the number of plank flooring lifting has more than doubled, which is why I depend on the Express Flooring advertising in which Express Flooring offers a transferable, lifetime warranty for their installation work. If industry standards of scope and practice state to not glue luxury plank flooring on cement with water vapors why would this company, with the life-time warranty not test floors prior to installation or at least offer another flooring product for proper installation?The resolution I am requesting is replacement costs to have the floor re-installed.

  

  Business Response

  Date: 05/23/2025

  Express Flooring takes all customer concerns seriously, and we sincerely regret the issues Ms. ****** has experienced with her luxury plank flooring installation.
  We are actively working with Ms. ****** to investigate the circumstances surrounding her installation and the subsequent product performance. Our team has been in communication with the customer and is currently reviewing all documentation, including test results and installation details, to determine the most appropriate path toward resolution.
  As part of our commitment to customer satisfaction and our lifetime installation warranty, we are evaluating all factors involved to ensure a fair and timely resolution.
  We appreciate Ms. ******* patience and will provide updates directly as we move forward in this process.
  Sincerely,
  Express Flooring