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

  3219 N 66th St Ste 7 Scottsdale, AZ 85251

  
• 

  Express Flooring

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

  
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  Express Flooring

  16165 N 83rd Ave Ste 200 Peoria, AZ 85382

  
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  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:09/19/2022

  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.

  Deceptive sales practice Promised 2-3 days to start to finish job Job completed in 8 days Damage to our brand new washer and dryer Damage to our door Damage to our wall Damage to our fridge Nails left n grouting Poor workmanship on all title installations Work area left mess outside and inside our home.poor communication Requested communication done in writing by email. Company refused to do so.

  

  Business Response

  Date: 09/20/2022

  Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry that Mr. ***** ************************* has felt the need to file this complaint.  We do understand that our team in our local ************** was in touch with ************************* just yesterday.  She requested a small billing adjustment, which our office promptly agreed to.  We assume that this complaint was filed prior to that conversation, however if we are inaccurate, or if our customer is still unhappy in any way, we urge them to contact us to discuss the matter further.  We are very sorry that they are unhappy in any way and want nothing more than to work with them to resolve their issue.  

• Initial Complaint

  Date:09/16/2022

  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.

  Within 4 days of completion, my floors are lifting. I have lifting in my laundry room with broken baseboards that I paid an additional $600 to replace throughout my home that was not replaced and left broken. I have called numerous times to rectify the problem with no call back as promised. I am beyond frustrated. I had to have them come back out to reseal toilets that were to be resealed, to begin with in which I was asked if I had a wax ring! Really who does that when it is in the contract! They did not even leave any extra flooring for future use for any possible issues. Beyond disappointed as they have already been paid in Full ($11,000.00), plus an additional $600.00 for the replacement of baseboards that they did not complete. I cannot get behind my washer and dryer to get pictures of what was done and left without completion including the lifting floors in there as well.

  

  Business Response

  Date: 09/20/2022

  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.  Upon receipt of this complaint, our local office in Phoenix did reach out to our customer.  We currently have an appointment scheduled with her for next week to address and ideally resolve her concerns.  We thank her for being a valued customer and again are very sorry for any frustrations she has experienced . 

  Customer Answer

  Date: 09/20/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05-10-22 my laminate flooring was completely installed. It took 8 days. I was told it would take 4 days. Not the end of the world but this does seem like the repeating theme with this company, Making promise that they cant keep. 05-15-2022 Five days later, I noticed that two of the Bullnose on my 16 stairs have scratches on them. I called **** the service manager for Express Flooring 05-23-2022 Seven days later they show up to fix the two stairs. But by that time I now see 5 stairs with scratches. The gentleman that showed up tells me. They can only fix the step steps that they are scheduled to fix. Next day I call **** to complain no answer, leave massage dose not call back. I wait a week for a return phone and then 06-03-2022 call him again. **** says he will order new bullnose and that he will call me back tomorrow. Wait a few days, I hear nothing. 06-06-2022 Call back no answer. Leave massage to call me back. 06-13-2023 leave massage to call me back. Nothing. 06-20-2023 call again no answer. Leave massage to call me back. No response. 06-27-2022 call again **** answers tells me he been really Busy that he forgot to order material and that he will order material once again and he will call me back to schedule installation when material arrives. Never calls me back. 07-16-22 I have a new problem with my floor having a hole in it one of the bedrooms. So I call again **** say some will be their tomorrow. No one shows up. 7-18-2022 Call again **** say they will be there in two days. Also I Filed a complaint with synchronicity credit card company about all the problems. 7-20-22 Someone shows up looks at the problems and leaves. Did not fix anything. 07-21-22 Call **** again no answer. Leave message to call me back. Call Todds boss in AZ. Could not get him on the phone. I was told he will call me back tomorrow. Never did talk to him.07-22-22 next day **** calls me back brushes me off say need to order more material. A

  

  Business Response

  Date: 09/19/2022

  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.  Please know that his installation has not gone as he, nor we, would have ideally liked.  Our local office/team in our ********* market has been in contact with our customer and is working with him through his issues.  At this time we are awaiting some materials to modify the stair installation as per our customer's request.  Assuming no additional unforeseen issues arise, we expect this be wrapped up and completed in the very near future.  We again are very sorry if this matter has caused our customer any unnecessary frustrations and we very much thank him for being a valued customer.  

• Initial Complaint

  Date:09/01/2022

  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 agreed to have flooring installed which occurred week of 8/8/22. Poor communication from start to finish. Had to stay at hotel the whole week. Baseboards were not removed and very damaged, planks were coming ** in multiple areas after 1 week. The floor installer, *****, tried to replace a few of the baseboards but they didnt match our current ones and the job was never finished. Express had someone come and look at problem 8/19/22 agreed they would fix issues. Did not hear back from EF until 8/25 by a manager, ***. He said he would have it fixed. On 8/31 FE sent out floor installer and he did fix loose planks ONLY. Called our specialist, *****, and no response. The salesmen never explained how the install would disrupt our lives for a full week, extra expenses (hotel $400 and floor leveling $850) above and beyond the $20,000 for the floors! They destroyed our baseboards, did not return calls once the problems started and the continuous empty promises have brought us to filing this complaint. Either finish the job or give us compensation so we can hire someone else that will!

  

  Business Response

  Date: 09/06/2022

  Express Flooring is a reputable & professional company whose utmost goal is always customer satisfaction.  We are very sorry that ************* has felt the need to file this complaint.  While there are always two sides to every story, we do recognize that we have an unhappy customer on our hands and please know that we are doing what we can to help this consumer through her frustrations.  Having work done on your home can certainly be invasive and inconvenient.  From time to time, unexpected situations and/or costs may arise as well.  These are unfortunate realities of construction and home improvement in general.  We will continue to work with our customer through her issues and we have no doubt the matter will be given closure in the very near future.  We very much thank ************* for being a valued customer and for choosing ********************** for her floor covering needs.  

• Initial Complaint

  Date:09/01/2022

  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 hired Express Flooring to install carpeting and new laminate/wood flooring throughout our home. The install was to begin on August 8, 2022. However on Sunday, August 7, 2022 I received a phone call from ***************** from Express Flooring asking if they could start on Wednesday, August 10th. We agreed to that. The install was to take approximately three days to start and finish. When the installers arrived on August 10th, no one could speak any English so it was beyond frustrating to try to communicate with the installers. They installed the master bedroom carpeting, started down the hallway and then told us after they ripped out our carpet that they were shorted. We tried to communicate with the installers to find a resolution with no results because of communication issues and language barriers. No one spoke any English! When I spoke to ***************** he said basically, yeah, sorry. We knew but thought we would just send what we had. I told ***************** at that time that the carpet was WRONG. Wrong color was sent and installed. He tried to argue that it was correct but it was WRONG. ************ assured me that "someone will be out first thing in the morning," meaning Thursday, August 11th. We waited almost three hours for someone to show that morning and NOT ONE person called or showed up to finish anything! Our home sat for the next FOUR DAYS being in a state of "being torn apart" due to the carpet issues. I called ***************** again, still no answer or communication. Finally I was told the carpet people would be back on August 15 to finish the carpet install -- still the wrong color carpet. When we saw the carpet installers laying our laminate flooring all WRONG we asked them to leave. They destroyed that planking! When I finally complained loud enough on ******** of all places then I got a call from ********************* claiming he was operations manager. He came to our home on August 22nd to view the damage.

  

  Business Response

  Date: 09/06/2022

  Express Flooring is a reputable & professional company whose utmost goal is always customer satisfaction.  We are very sorry that ******************* has felt the need to file this complaint.  While there are always two sides to every story, we do recognize that we have an unhappy customer on our hands.  We have been in touch with ******************* and are currently working with her on a resolution that she has stated will make her happy moving forward.  At this point we are waiting for her to communicate to us that she is happy with our arrangement.  We trust that the matter will be given closure in the coming days and urge ******************* to contact us directly if we can be of any additional assistance in the future.  

• Initial Complaint

  Date:08/31/2022

  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.

  This company tries to take advantage of the older people. I am 90 and my wife is 85. They saw us as a free meal only we have refused to provide. They subcontracted with a business, **** Flooring, that did work that was not only not necessary, but also unacceptable. From the very beginning when they started the work, we disputed they money that would be owed for the services provided. However, even though we were disputing the work, they continued to do it anyway. In the contract, they were supposed to install 4" quater round which they never installed because they ground the floor too much so the quarter round would not fit. Right there, they were in breach of their contract with us. Wanting the floor finished, we bought our own new 6" baseboard to cover the mistake they made while grinding down the floor. This was 700 dollars out of our own pocket. The money in dispute is charge for the extra grinding work that they only disclosed they were charging us for after they started the work. Then they botched the grinding work. We will not pay for that, and now we are getting ugly, threatening emails and phone calls from ********************* the ******* General Manager for express flooring. He is threatening collection and removal of warranty when we've paid them **** upfront, before work began, leaving a balance of $10,389.91. We have paid $10,200 dollars. Even though they breached their own contract they want us to honor our end of the bargain even though we take issue with the quality of the work that was done. All this is without even mentioning that they took a $300 dollar dolly (device used to transport heavy things) from us, which we mentioned less than 24 hours after they left. *********************** the sales manager said they would return it, and they have yet to do so. They also unplugged a food freezer to plug in their grinder and 200 dollars worth of frozen good was lost. We've had a bad experience with this company.

  

  Business Response

  Date: 09/02/2022

  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 have spoken to this customer recently, as they filed a dispute with ***** ********** regarding the payment they provided us for their flooring.  During this conversation and also considering the verbiage in this complaint, it is clear to our office that this consumer has some misunderstandings of their dealings with our team.  We attempted to have a conversation with them about this, however they were unwilling to approach those dealings in a reasonable and productive manner.  Express Flooring is a large & growing company that has been in business for decades.  The notion that anyone acted in the manner this consumer explained is simply ridiculous.  The fact remains that this consumer contacted us on their own accord and made a purchase.  It is not unreasonable for us to expect them live up to their financial obligation to that order.  This in mind, we do recognize that this customer us unhappy and we have no issue working through those frustrations with them and we urge them to approach our dealings in a more productive manner moving forward.  

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 23 2022 I stepped into a bedroom of my home on a nail sticking through a transition installed by your express flooring worker. I immediately contacted express flooring and left multiple voicemails and spoke to multiple customers service reps to leave notes for a return call and did not recipient one for weeks after. I was in discomfort on the bottom of my foot for a week. And my floor was dangerous for my 2 toddlers running around. I then received a call from a manager **** and was told that they will send workers to fix multiple problems with the installation of floors. 1. Nail from transition 2. Missing flooring on a step on stairs. 3. Lumps on flooring in the kitchen.On August 25 a worker from express flooring finally came out to fix flooring problems. Ripped remaining transition where nail was. On August 29 MY husband went into same room and stepped on a nail left from ripping transition stuck to floor. Husband is in pain. Transition was ordered apparently told by 1 worker that came to my home. In addition, My home has missing transition and is very un appealing and a trip hazard for my kids. I have attached photos of the transition and flooring with nails in them.In a recent phone conversations with **** and other reps I feel like this issue has not been taken serious causing more harm to me and my family and is very concerning.First. It is expressed flooring obligation to insure that all flooring is installed correctly not causing a safety or harm to the clients they serve and if any was over looked to address the concerns immediately to prevent further injuries.As settlement of all claims related to this matter, please send me a check or money order for $5000 this will cover a fair compensation for my inconvenience and the discomfort brought on by my and my husband injuries. If I don't receive payment by Oct 1 2022 , I intend to discuss this matter with a personal injury lawyer, and explore all my options for getting fair compensation

  

  Business Response

  Date: 09/02/2022

  Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  Please know that we have been in touch with this consumer and are working with her through her issues and concerns.  While we can appreciate her frustrations, we must point out to anyone reading these correspondences that there are two sides to every story.  We take any and all concerns that our customers have seriously and will naturally give this matter the attention it deserves, but the claims in this complaint are clearly exaggerated and sensationalized.  That being said, please know we are very sorry that her installation did not as either she, nor we, would have ideally liked.  We would like to thank her in advance for working with our staff in a product and professional manner and we very much look forward to giving the matter closure in the very near future.  

  Customer Answer

  Date: 09/02/2022

  Excuse me , Everything i have said has been true to the dot and not over dramatic i dont think having nails sticking from floor installation is being over dramatic i dont think us getting hurt more then once is being over dramatic and i dont appreciate you saying anything in that matter and we have had a lot more issues from the being with expressed floor that i did not post from the rude and agressive sales man that came to our home and my problems have not been fixed so please dont not say they have if they havent. Thank you please advise me if i need to seek legal assistance if you feel like this matter is being over exaggerated agian. 

  

  Business Response

  Date: 09/09/2022

  In response to ********************** most recent remarks, we are very sorry again that she is anything less than satisfied with her experience.  Our response was intended to communicate the fact that we are again working with her through the matter.  While we can appreciate her frustrations, making a demand for a $5,000 discount through this sort of platform is not something we agree with nor will be debate the matter on this forum.  We will however continue to work with our customer directly to ultimately give the matter closure.  ****************** has been in touch with ***** in our local office.  We understand their interactions have been pleasant and productive.  We urge ****************** to continue down that path with our team.  We again thank her for being a valued customer and for choosing ********************** for her floor covering needs.  

• Initial Complaint

  Date:08/22/2022

  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 Buyer Beware! Samples are false advertisements of actual product!We ordered flooring on 7/18/22 with a sales person who brought samples of products into our home. We selected a color after matching to existing tile and furniture based on the solid color sample that was provided. The salesperson did not mention that I was a multi-colored product or that it may have variation when installed. On 7/21/22, when they began installing the flooring, much to our surprise the product had several different colors and was not the solid color sample that was advertised to us. The installer even commented that he was surprised at the multi-colored product. At that time we started taking pictures and reaching out to Express Flooring to resolve the issue. We were promised a call back the same day but never heard back. Day 2 of install included several messages to express flooring because this was not the product that was advertised to us. When we did finally hear back, we were told that they confirmed this was the product we had ordered and that it was possible the sample did not exemplify the variation in the material. They also explained the product shown during sales may vary from plank to plank. However, this is not a slight variation in color, each plank is a different color entirely which was not what was advertised. After numerous messages back and forth with Express Flooring, they still have not been able to offer any type of resolution.

  

  Business Response

  Date: 08/26/2022

  Express Flooring is pleased to report that we have been in contact with ***************** and have worked out a resolution to her issues.  We would like to point out that the flooring installed was the correct product and was also reviewed by our customer and signed off on.  It was not until after the project/installation was completed and any concerns were communicated.  That in mind, we did agree to small pricing adjustment to give the matter closure.  We trust that ***************** will close this complaint as agreed.  We thank her for working with us and for being a valued customer.  

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 10, 2022, Express Flooring came to my house to install the flooring I ordered on May 4, 2022. There are several issues with this purchase. 1. The flooring delivered and installed does not look like the sample I approved on May 4. 2. On June 30, 2022, I received a return call from *************************, Installation Manager. I had contacted her due to poor installation. 3. I sent an email to ************** and included pictures of the problems with the installation. These include: a. Gaps in the forty five degree angles; b. Trim installed in front of one closet door, but not the door immediately next to it; c. Bull-nose trim on the top step not being adhered to the flooring; d. Finish nails used to attach trim not flush to the trim leaving a scratching hazard. She confirmed receipt of the pictures and said she would have someone come out on July 8. I then contacted ************* first thing on the 8th to let her know I had an emergence and wouldnt be available. She rescheduled these repairs for July 15. 4. I waited at home all day on July 15. No one showed up or called to reschedule. The repair team came to my house on July 16, however, I was not home. 5. On July 18, ************* confirmed that the crew would arrive on July 21 to complete the repairs. ******** did arrive, but was not able to complete the repairs as they did not have the required materials. 6. ******** informed me that they would return on July 29, to complete the repairs. They did not show up or make any contact to ask to reschedule. 7. On August 16, I sent an email to ************* to find out if they would be scheduling a time to finish the work. I have received no communication from ************* or Express Flooring. I would like all repairs completed as soon as possible.

  

  Business Response

  Date: 08/24/2022

  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.  Our local office in *********** is aware of her issues and what is needed wrap up this installation.  Today's economic environment has certainly created challenges from a supply chain standpoint and we fully understand how frustrating that can be for a customer.  Please know we do everything in our power to expedite shipments/orders but in some cases things simply do not happen as we would all ideally like.  We can assure our customer that we both want the same thing and will be in contact to tie up these loose ends as quickly as possible.   We thank *************** for her patience and for being a valued customer.   

  Customer Answer

  Date: 08/25/2022

  The last communication with anyone at Express Flooring was when I sent an email on 8/16 to **************************** asking about the status of the repairs. No one has contacted since I sent this email. I dont have any confidence that this company is doing anything to resolve this complaint. 

  

  Business Response

  Date: 08/29/2022

  We are very sorry for any confusion on the matter, but we did speak to our team in our local office in ***********.  They did confirm they have spoken to *************** and have an appointment scheduled for later this week to address her concerns.  If for any reason that is not the case, we urge Mrs. *********** to contact our corporate office at 855-MYFLOOR. She can ask to speak to ***** in the Office of the President.  

• Initial Complaint

  Date:08/15/2022

  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.

  Date. Signed Aug 4th. Told **** from express flooring is coming up. Told us all last week workers were coming and never showed. I am now coming to you. I want a refund as I now have to pay another company to rip out and redo these floors. Everyday more flooring is coming up. I can't have thus as I have many medical conditions and thus flooring coming up I can trip and fall.

  

  Business Response

  Date: 08/21/2022

  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 naturally work towards and expect that all customers have a pleasant and enjoyable experience with our office.  We hope that ******************* knows that we are just as disappointed as she that she is unhappy in any way.  We have notified our local office of the matter and we understand that they are working with ******************* to resolve the matter.  We thank her very much for her patience and understanding through this process and very much appreciate her as a valued customer.  We trust she will work with out management team to give the matter closure in the coming days.