Complaints

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

close

Find a Location

Express Flooring has 21 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Express Flooring

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

  
• 

  Express Flooring

  3219 N 66th St Ste 7 Scottsdale, AZ 85251

  
• 

  Express Flooring

  9524 W Camelback Rd Ste C130 Glendale, AZ 85305-3112

  
• 

  Express Flooring

  16165 N 83rd Ave Ste 200 Peoria, AZ 85382

  
• 

  Express Flooring

  1910 S Stapley Dr Ste 221 Mesa, AZ 85204-6680

  

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:05/05/2025

  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.

  In good faith I contracted Express Flooring for carpet and luxury vinyl plank installation. Following payment, the company ceased communicationproviding no updates, receipts, or clarity on the scheduled March installation.Upon inspecting the property on April 2324, I found clear evidence of poor craftsmanship. I immediately notified Express Flooring and submitted photographs. ***** said he would personally inspect the issue, but no inspection occurred.Further compounding the issue, my property management company had already repaired damage caused during the installation. A painter on-site informed me, with photo proof, that Express Flooring had left open beer cans in the property and removed bug screens, suggesting drinking and smoking indoorsbehavior later corroborated by a video taken by a visiting friend. (Both photo/video occurred on the same day) I reported this to Express Flooring. Shortly afterward, the painterreturning to complete repairswas confronted and verbally assaulted by the flooring crew in retaliation for the complaint.Despite calls and documented concerns, I received no response for over a week. On May 5, *******, Kellys supervisor, finally contacted me. I requested a full refund and for materials to be collected after I pay for their removal. ******* stated that it was not possible and that we meet in the middle. He insisted that all work completed was inspected and signed off before being declared finished. I dispute this on the facts below and with clear photo proof.More photos are available on request. Money paid to subcontractors is up to Express Flooring pursue.Express Flooring has:Failed to communicate.Provided no receipt or project documentation.Damaged newly painted surfaces.Delivered substandard, unprofessional work.Allowed alcohol use on-site.Permitted crew to assault another contractor.Ignored multiple attempts to resolve the issue.I respectfully request:A full refund.Prompt removal of materials after removal.

  

  Business Response

  Date: 05/08/2025

  Dear Mr. ****************** you for bringing your concerns to our attention. We sincerely regret the frustration and inconvenience youve experienced throughout your flooring project, and I want to personally acknowledge the seriousness of the issues youve described.
  We understand your complaint involves multiple concerns, including:
  Lack of communication and documentation following your payment
  Substandard installation and property damage
  Allegations of inappropriate behavior by our installation crew
  Retaliatory conduct toward another contractor
  Delayed response to your documented concerns
  First and foremost, I want to assure you that Express Flooring does not condone any unprofessional or unsafe behavior by our crews or subcontractors. The allegations involving alcohol use on-site, removal of bug screens, and the confrontation with your painter are unacceptable and are being taken very seriously. We are reviewing the supporting materials you mentioned, as part of our internal investigation.
  To better understand and assess your concerns, our team visited your property for an in-person inspection on Tuesday, May 6, 2025. During that visit, we documented the conditions on site and reviewed the reported workmanship issues. While our internal records indicate the project was completed to industry standards, we acknowledge your dissatisfaction and the evidence youve shared suggesting the work did not meet expectations.
  At this stage, we are unable to offer a full refund or remove the installed materials, as the job has been completed. However, we are committed to finding a fair and reasonable resolution. We are open to discussing a reasonable discount based on the issues observed and your experience. Our goal is to reach an outcome that reflects accountability and restores your confidence in the service you received.
  We appreciate your patience and the opportunity to work toward a resolution.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:05/04/2025

  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.

  The company came to replace the floor, and they had to take off the baseboards and put the baseboards back on. I understand the floor that was replaced was lower so the baseboards were going to be off (they should have explained that during the sales pitch, but they said it was no problem replacing your original baseboards) and there was going to be a paint line. I attached a picture of a paint line and also pictures of my dry wall being torn apart. Then they took almost a month to get back to me to say that they don't paint and that all my pictures were paint lines. When you can clearly see that some of my drywall is missing, you can also see in one of the pictures where they cracked a wall. Then the Gentleman ***** said to call him if I had concerns and then he doesn't return my call. They shouldn't just go off pictures they need to come to the house to see what is going on. You can't tell me the crack in the wall is a paint line. I just want them to fix the drywall and the crack in the wall. We can get someone to paint. Also, the ******* ***** said he would come out and look at the damage. He didn't end up showing up, so he said to text him the pictures and he never returned my call or came to look at the property. Express flooring it's their problem because they hired these contractors. For them to tell me its paint lines when I can clearing see dry wall dropping onto my floor is ridiculous. Please remedy this.

  

  Business Response

  Date: 05/07/2025

  Dear Ms. *************** you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience this situation has caused you.
  We understand your concerns regarding the condition of your walls following the floor installation.
  To address this matter properly, we have arranged a visit for May 12. This will help us determine whether any damage occurred during installation and what repairs. 
  We are committed to resolving this matter and restoring your confidence in our service. Thank you again for your patience, and we look forward to working toward a fair and timely resolution.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 05/08/2025

  
  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,
  
  Sunshine *****
  
   
  

• Initial Complaint

  Date:04/29/2025

  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.

  In April 2022, I had carpet installed by Express Flooring. At the time, I was provided a lifetime warranty on the installation and a 50-year warranty on the carpet itself. However, the installation was extremely poor. The carpet is separating from the walls, it was glued rather than properly tacked onto the stairs, and it is now lifting away from the stair surfaces. The seams around doorways are fraying, and there are noticeable areas where the carpet appears worn down, flat, and matted. Several areas seem to be missing padding, and a large bubble has formed in one of the ******** February, I started following their complaint process, submitting images and receipts showing the carpet had been professionally cleaned. During the cleaning, the company said their machines struggled because the carpet was so loose it was being sucked into their equipment. They called it one of the worst installations theyd seen.Express Flooring sent an inspector who confirmed all of the issues and noted there might be padding problems, though he couldnt confirm without removing the carpet. Afterward, we were quoted nearly $900 to restretch the carpet, with the company claiming the problems were due to "normal wear and tear."I strongly disagree. The carpet was never properly installed, and these issues are not normal. Restretching will not fix the fraying seams, matted carpet, holes near doors, or the missing padding. Charging us for repairs contradicts the warranties we were given.We believe Express Flooring has failed to honor the installation and material warranties and ask that they address these issues at no additional cost.

  

  Business Response

  Date: 05/06/2025

  Dear Ms. Getz,
  Thank you for taking the time to share your concerns regarding the carpet installation performed by Express Flooring in April 2022. We value your business and appreciate the opportunity to address this matter.
  As part of our lifetime installation warranty, Express Flooring ensures that any installation-related defects will be addressed in accordance with the terms provided at the time of sale. It is important to clarify that under the warranty terms, the Owner acknowledges that professionally installed carpet may require restretching after approximately 24 months, and that this is considered part of normal carpet maintenance, not a defect in workmanship. As such, restretching is not covered under the lifetime labor warranty.
  Nonetheless, as a goodwill gesture and in recognition of the issues you've experienced, we previously offered a discounted restretching service to help address the looseness observed. This offer was declined.
  We understand and regret that this situation has been frustrating. While we remain confident that the carpet is performing within expected industry norms for its age, we are still open to working with you toward a resolution. If you would like to reconsider our offer for restretching or have additional documentation that may support a product defect or other concerns beyond normal wear and tear, please feel free to reach out to us directly.
  Thank you again for bringing this to our attention. We remain committed to resolving this matter professionally and respectfully.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 05/06/2025

  First, I was not offered a discounted rate to restretch my carpet. I was quoted an inflated price. I’ve since spoken with other installers who offer the same service for far less than what was proposed by Express Flooring. If restretching is not covered under my warranty, please provide documentation. If confirmed, I will proceed with hiring a different company at my own expense.
  
  That said, the carpet bubble was only one of the concerns we raised and discussed with your inspector. You failed to address the remaining issues: the carpet is separating from the walls, was glued instead of properly tacked to the stairs, and is lifting from the stair surfaces. Seams around doorways have holes and are fraying, some areas appear worn, flat, and matted, and several sections seem to lack padding. As your inspector acknowledged, these problems are not related to restretching.

  

  Business Response

  Date: 05/08/2025

  Dear Ms. Getz,
  As noted in our previous correspondence, Express Flooring provides a lifetime labor warranty that covers defects in workmanship related to the installation. This warranty includes the following provision:
  "Owner acknowledges that professionally installed carpet may require re-stretching after approximately 24 months, that such is a part of normal maintenance, and such is not covered by this warranty."

  Our warranty information in public on our website: https://www.expressflooring.com/lifetime-labor-warranty/

  In accordance with these terms, re-stretching is considered standard maintenance over time and is not covered under the lifetime labor warranty. That said, we regret any confusion surrounding the offer extended and your perception of the quoted cost. Our intent was to assist with a solution in good faith and not to impose an undue burden.
  Please let us know if you are willing to proceed with the proposed work. We remain committed to resolving this matter professionally and respectfully.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 05/14/2025

  Express Flooring has continued to disregard the additional installation issues we raised in our original complaint. The carpet bubble requiring restretching was only one of four concerns we identified. It has become clear that both the product quality and the service provided have been substandard. From start to finish, this has been the most disappointing home improvement experience we’ve encountered.

• Initial Complaint

  Date:04/25/2025

  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.

  12-22-21 Express Flooring replaced all flooring in our Park Model for $7,124.15.1-14-25 Spoke with **** in **************** re: chipping & lifting of planks in kitchen dining areas. She said someone would call us back 1-23-25 NO RETURN CALL YET! Spoke with *****. Would expedite our ********** should receive a call back in 1-2 business days.1-29-25 NO RETURN CALL YET! Spoke with ******. She will contact Installation Manager to let them know we are still waiting for a call.******* **** called to explain that a $50 "service fee" needed to be paid as it had been more than 2 yrs since installation. She emailed the contract for ******************* paid the fee the same day.2-11-25 ***** **********-QA Field Manager came & inspected floor. Took many photos. Said he would submit his report w/ the photos& we should hear back w/in 7 days.2-25-25 NO CALL RECEIVED YET! Called **************** & waited 24 min. on hold & then rec'd a message that I needed to place myself in the que for a call back. **** called back & said our info was w/ the ***************** & should receive a call to "set up a time for next week"2-28-25 Spoke w/ ********. Asked when the ************ would be calling me. She said she would "expedite" our claim AGAIN!3-10-25 NO CALL BACK YET! **************** said the contractor will be coming on 3-17-25 & they would contact me w/ arrival time. Plan is to replace planks in the kitchen/dining area & address any gaps.3-17-25 Contractor DID NOT call me & NO ONE SHOWED! Called & spoke with **** & after checking our account said she didn't see any "open case" for us so she was "escalating" our claim to ************. She also said not to expect anyone on the 17th (that day) but she would request a call back to me "ASAP".4-24-25 TO THIS DATE, I HAVE NOT RECEIVED A CALL BACK FROM ANYONE!! (I was in ** for a couple weeks the end of Mar. for the death of a friend but my cell was w/ me at all times! I LEAVE TO RETURN TO ** ON 4-25-25. I NEED YOUR ASSIST

  

  Business Response

  Date: 05/01/2025

  Dear Ms. ****************** you for your patience. We are currently reviewing the details of your claim, and a member of our Warranty Team will be reaching out to you shortly to discuss the next steps.
  We sincerely apologize for the delay and the inconvenience you've experienced. Please rest assured that your concerns are being taken seriously, and we are committed to working toward a resolution.
  Best regards,
  Express Flooring

• Initial Complaint

  Date:04/23/2025

  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 4/28/23 I purchased Vinyl Flooring from Express. Within a couple of days after the install I had eight edges pop up and glue oozing up in between some of the planks. I called customers service, they sent out the Supervisor to take care of the problem. After almost two years later I'm still cleaning globs of glue around the kitchen table and chairs and the sink areas. There are other areas but not as bad. I also have three planks that are popping up at the edges. I'm too old to be cleaning something that should have been installed properly. I do have a Lifetime Installation Warranty certificate from Express. I sent a letter to corporate with my complaint. I got a call from the local office, set up an appointment for 4/4/25. An installer came out and said they'd get back to me. It's almost a month, and the problem isn't resolved. Every time I call, I get, "you'll get a call in two days." Today 4/25 was my sixth call and I got the "will call" answer again. No one wants to take the reins!! Whatever help you can give me I'd appreciate it. Thank you

  

  Business Response

  Date: 04/30/2025

  Dear Ms. *************** you for your continued patience, and we sincerely apologize for the inconvenience youve experienced regarding your vinyl flooring installation.
  Our records show that your case is currently in progress and actively being addressed. The necessary product has been ordered, and we are coordinating the next steps. As part of the process, we will be delivering the replacement material to your home for acclimation, which is an important step to ensure proper installation and performance of the flooring.
  Once the product has acclimated, our team will promptly schedule the repair service to address the glue residue and plank issues youve reported. You will be contacted directly with the delivery and installation schedule in the coming days.
  We appreciate your patience and are committed to honoring the terms of your Lifetime Installation Warranty. Should you have any questions or need further assistance, please feel free to contact us.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:04/22/2025

  Type:Customer Service 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.

  We had carpet installed by Express Flooring in February 2025. Shortly after, the seam pulled apart and there is a noticeable chip in our bathroom where the carpet meets the tile. Tried contacting the *** who handled the sale yet there was no ***ly. Tried calling the customer service line 3 times and have sent multiple emails with pictures of the poor installation. Each time, I'm told someone will call me back within 2 business days. It's been over 2 months and nobody calls back or follows up. There's a warranty on the carpet and the installation yet I cannot get anyone to contact me. I'm making one last effort in asking for resolution before going to small claims court in ******* to seek financial reimbursement from the company. At this point, I want the carpet removed and our money refunded in full for the entire purchase.

  

  Business Response

  Date: 04/24/2025

  Mr. *******,
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration youve experienced regarding the carpet installation completed in February 2025.
  We regret the delays in communication and follow-up youve encountered. This is not the level of service we strive to provide. Upon reviewing the concerns outlined in your complaintincluding the visible seam separation and chip at the transition areawe agree that these issues warrant prompt resolution under our installation warranty.
  In response, we would like to offer to replace the carpet at no additional cost to you.
  We are committed to ensuring that this issue is resolved to your satisfaction, and we appreciate your understanding and patience as we work to make things right.
  Sincerely,

  Express Flooring

  Customer Answer

  Date: 04/26/2025

  
  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 would like the business to follow up with me no later than Tuesday, 4/29 to arrange a date and time that they will come out and replace the carpet. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:04/22/2025

  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 am writing to document an issue Ive experienced with Express Flooring regarding property damage that occurred during a recent flooring installation.The installation took place on or around March 30th and April 1st. Upon completion, I discovered damage to three areas of my home:1. A sliding door near the washer and dryer.2. Several tiles in the bathroom.3. A broken section of a window blind.I attempted to resolve the issue directly with Express Flooring. We scheduled an inspection for April 4th, but no one showed up. Since then, I have been ignoredmy calls, messages, and emails have all gone unanswered.

  

  Business Response

  Date: 04/24/2025

  Dear Mr. **************** you again for bringing your concerns to our attention. We sincerely apologize for the inconvenience you experienced and for the delay in follow-up after your initial attempts to resolve the matter.
  We have reviewed your report and photos regarding the damage to your sliding door, bathroom tiles, and window blind. To address this, we have scheduled a repair visit for Monday, April 28, 2025. Our technician will inspect all reported areas and take the necessary steps to complete the repairs.
  You will receive a confirmation call prior to the appointment, and we kindly ask that someone be available during the scheduled visit.
  We truly appreciate your patience and the opportunity to make things right.
  Sincerely,

  Express Flooring

  Customer Answer

  Date: 04/28/2025

  On 4/28/25, a contractor from Express Flooring (I didnt get his name) showed up not an adjuster as expected.
  The contractor admitted fault, acknowledging that the blinds were their responsibility without dispute. He also mentioned that a tile in the bathroom broke when the carpet was removed but claimed they were not at fault, stating the tile was already broken which is not true. Regarding the broken sliding door, the contractor attempted to super glue it to fix it, but I stopped him before he could proceed. He also claimed the door was already damaged beforehand but had no proof to support this.
  Overall, it feels like Express Flooring was trying to avoid taking proper responsibility for the damages they caused.

  

  Business Response

  Date: 05/06/2025

  Dear Mr. **************** you for your continued communication and for allowing us the opportunity to review the concerns you raised following your recent flooring installation.
  Our local Operations Manager will be handling resolution with you.  We believe he made contact with you and will be in further communication as well.
  Thank you again for your patience and for giving us the opportunity to make this right.
  Sincerely,
  Express Flooring
  

• Initial Complaint

  Date:04/22/2025

  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.

  Purchased carpet in advance for home in preparation for selling, Used offered financing, scheduled installation. Never received installation **nfirmation or instructions, called no return call.Rescheduled installation, received email from finance *** loan **mpleted, inaccurate. Called express with info and instructions from finance ** to **rrect, no call, no call to finance ***** call to **rrect . Again no call to **nfirm installation that was rescheduled!Put install on hold til finance info **rrected, no call from express. After weeks received a call from a manager, he apologized for the mishandling , says they need to do better on advanced purchases for homes in preparation for selling, that dropped the ball and he never received any info on my situation. I lost all **nfidence and he offered to return my deposit within 2-3 days if I did not want to go forward. I agreed . I cannot ever get any calls returned after **untless calls assuring me of a call back. No deposit returned, no calls , no **nfirmation of deposit return , calling daily for update , no call back. This was an offer from management to return deposit so I can stop having to call daily as to **nfirm. The deposit is $435.39 pd in full as of March 2025. The original was 12 months no finance fee will not **ntinue because the finance **mpany was billed only a deposit and not total **st so another error. Im totally over having to call and never receive any information not only about the amount due to me but no **mmunication at anytime if anyone was even going to show up to do the install ! No **nfirmation up to the day ! I indicated arrangements would need to be made , someone to be here and other work in progress, no callback again .I would like to resolve this issue, tried sending email to express only to be notified email address that was on their website is invalid and not accepting email. Filled out **ntact forms ( looks like for sales) with all my **ntact information and no callback

  

  Business Response

  Date: 04/24/2025

  Ms. ********** *******,
  Thank you for your continued patience.
  We would like to confirm that the refund of $435.39 has been successfully processed and issued on 4/21/2025. This concludes the refund initially promised by our management team, and we sincerely regret the delay in fulfilling this commitment.  It will take 5 to 7 business days for you to see these funds.

  We again apologize for the inconvenience and communication breakdowns that led to this situation. Your feedback has been taken seriously, and internal steps are being taken to prevent similar issues moving forwardparticularly with advanced purchases and coordination around financing and installation scheduling.

  We appreciate the opportunity to resolve this matter and wish Ms. ******* the very best moving forward.
  Sincerely,

  Express Flooring

• Initial Complaint

  Date:04/19/2025

  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.

  Previously I inquired online for a quote with Express Flooring (at night), but I lost interest during the process. Inputting my phone number was the biggest mistake imaginable as I woke up to 10 missed calls from unknown numbers. Five minutes later there was another call, I answer, and hear an introduction about my Express Flooring quote. I told them I was no longer interested and to remove my information from their system to avoid subsequent calls. My request was ignored and I've since been called 50 times within 3-4 days even leaving my phone on DND. Ive been registered on the Do Not Call list since 2014, and it's doing absolutely nothing for this situation. I've searched online to see others with my exact predicament, I hope this reaches them (EF) so this can stop.

  

  Business Response

  Date: 04/21/2025

  Dear Mr. ****************** you for bringing this matter to our attention, and please accept our sincerest apologies for the inconvenience and frustration caused by the repeated calls you received.
  We understand how upsetting this experience must have been, especially after you clearly requested no further contact. Please be assured that we have immediately added your information to our Do Not Contact list, and you will not receive any additional communication from Express Flooring moving forward.
  We deeply regret that your request was not honored initially and are taking steps internally to ensure this does not happen again. Your feedback is important and helps us improve our processes to better respect and serve our customers and prospective clients.
  If you have any further concerns, feel free to reach outwere here to help.
  Sincerely,

  Express Flooring

• Initial Complaint

  Date:04/19/2025

  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 was paid ********* dollars for carpet in my living room dinning room and three Bedrooms and they were supposed to put tile in two bathrooms and my kitchen and utility room. They couldn't install the tile in these rooms because the floor needed to be repaired so the price was rework and the total amount was *******. Now the finance company has already paid Express Flooring process the loan and put a lean on my house and I'm making payments and I was told the refund was suppose to be in the mail within 5-7 business days but when I called about the refund whoever is over accounting said I was due a refund because they didn't charge me for it. Now the finance company has already paid express flooring, eleven thousand five hundred and seventy one dollars I'm just trying get this settled before I get attorneys involved. Express flooring is trying to get the finance company to **** the contract that has already been processed and sign by myself. And they have been told that is not possible. So $3600 needs to be pay to me.

  

  Business Response

  Date: 04/21/2025

  Dear Mr. ***************** you for your patience while we work to resolve this matter.
  Weve been in communication with the lending company regarding your account. They have confirmed that the loan had already been funded and made active at the time the project scope was revised. Because of this, updates to the loan are now being processed on the back end, and a reversal request was submitted to address the overage related to the tile portion that was not completed.
  Please note that bank processing times can take a few business days for reversals and payment adjustments to reflect, depending on how quickly the financial institution posts the transactions.

  Please feel free to contact **************** for more information on your refund as they are working diligently to make the necessary updates.
  We fully understand your concern and are treating this with urgency.
  If you have any further questions or if there's anything else we can assist you with in the meantime, please dont hesitate to reach out.
  Sincerely,

  Customer Answer

  Date: 04/21/2025

  I do not  accept the response from Express Flooring because there are not saying who's responsible because I spoke with ************** and they told me this is a sign contract and can not be revised because they are a Finance Company  not a bank. What I'm trying to understand is who is responsible for giving me this refund back?  ************** said to me that Express Flooring is responsible for any refunds due because they have been paid. Please explain  [ The Bank ] that is handing this matter. I want to who is giving me my refund back.   

  

  Business Response

  Date: 04/22/2025

  Dear Mr. ***************** you for your continued communication and patience as we work through this matter.
  To clarify, the $3,600 refund is being processed as an adjustment to your loan. The total loan amount will be reduced by this amount, and we are currently in the process of coordinating this change with ****************. Please note that while this adjustment is underway, we recommend that you continue making payments to **************** as scheduled.
  The necessary updates to the loan are being processed, but it may take a few days for the changes to be finalized on their end. We are actively working to ensure that the discount is applied, and the adjusted amount is reflected in your loan.
  We apologize for any inconvenience this may have caused and appreciate your understanding. Rest assured, we are working diligently to resolve this and will notify you as soon as the changes are complete.
  If you have any further questions or need additional information, please don't hesitate to reach out.
  Sincerely,

  Express Flooring