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:08/15/2022

  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.

  Carpet was installed on 2/8/2021 in master bedroom. Since then, multiple ridges in the carpet have appeared indicating improper placement. Several attempts to speak to someone at Express Flooring have gone unanswered. Therefore, I am contacting you for help.

  

  Business Response

  Date: 08/17/2022

  We are very sorry that **************** has felt the need to file this complaint.  We did receive his service request back in July and attempted to return his call numerous times.  It turns out that the number we had on file for him is no longer a working number.  Upon receipt of this complaint, we noticed that the number listed did not match the number we had in our system.  We naturally used the number on the complaint to contact **************** and were able to reach him.  We have an appointment scheduled to meet with him later this week.  We urge **************** to contact our office directly for any future needs and are sorry for any confusion on the past.  

  Customer Answer

  Date: 08/17/2022

  
  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:08/15/2022

  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 2 August, we had Express Flooring come and install carpet and vinyl to our home. We were very specific and agree on what product would go in which room.However, we were notified they intended to install carpet in our master bedroom and master bathroom-and that was never the case. Our salesman, *****, whom we respect because of his service, gotten our order wrong. Now, no one will answer us as to when the job will be finalized. We are moving into this home and now we cannot move anything to these two rooms because we want the current floor removed and vinyl installed-just like we asked.We have left messages and texts-we are being ignored. I have sent a message to the *** and am pending a response.

  

  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.  It appears as if there is a difference in the scope of work outlined between the order placed by ************** and what he was expecting once his installation began.  Naturally we enter into every relationship with every customer with the best of intentions.  We of course want ever customer to have an enjoyable and smooth experience.  Our goal is naturally to work with ************** to resolve the matter & give it closure.  Our local sales manager has been in touch with him and we trust that ************** will work with our staff in a reasonable manner to accomplish just that.  

• Initial Complaint

  Date:08/08/2022

  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 purchased carpeting in the amount of $7263.90 for our home in ****, ** on October 27, 2021. We have no pet and very little foot traffic in our home. It came with a 35 year wear warranty. On April 11, 2022 we reported the carpet had badly frayed in front of chairs and had stray strings throughout the house. We asked for a complete refund. Their employee ****** came twice, took pictures and confirmed it was fraying badly with lots of loose strings. On July 5, ********************* offered to replace it with the same carpet. Because it was so faulty we continue to ask for a refund. He sent ** on July 18. ** showed us two other types of carpet which he said we could have installed at no additional cost. We chose one. He called ************** and we were told it would cost an additional $753. We feel we are owed a refund under the warranty. ************** says the warranty will not cover a refund but he has failed to provide us with written warranty information which excludes a refund. documentation will be sent to your office via mail because I don't know how to upload.

  

  Business Response

  Date: 08/12/2022

  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 been in touch with her for some time on this matter and is unfortunate she has chosen to pursue our interactions in the manner she has.  In response to her comments, it is not common for warranties such as this to state every possible scenario that is not part of the warranty.  For instance, the warranty does not say that ***************** is not entitled to a new car.  It also does not say that she is not entitled to $1,000,000.00.  These examples may sound silly or exaggerated, but the fact remains that she is not entitled to receiving a refund on her purchase.  We did file a claim on the carpet she purchased with the manufacturer who provides that warranty.  They claim was approved and ***************** is able to have her carpets replaced under this warranty, with zero out of pocket costs.  This is 100% of the coverage she is entitled to and we are standing by waiting for her to schedule that work.  We hope to hear from her in the very near future.  

  Customer Answer

  Date: 08/12/2022

  The response is somewhat accurate. We have been trying to resolve this for over four months. Up to now they have never provided any alternative carpets with no additional costs. Now they will come to our home August 29 to present some. Comparing a $7000 carpet to a new car or $10000000 is interesting. They apparently have no written warranty which denys refund.

  

  Business Response

  Date: 08/21/2022

  As ***************** mentions in her latest response, we have an appointment scheduled with her next week for her to look over samples.  Assuming she works with us in a reasonable manner, we have no doubt the matter will be given closure in the very near future.  Again, the warranties on the carpet she purchased allows for the carpets to be replaced in these cases.  It does not allow for a refund, nor are we willing to simply refund her monies.  If the BBB feels this is unreasonable in any way on our behalf, we are happy to discuss that stance with them.  Otherwise, we have presented this consumer with an opportunity to have her carpets replaced through her warranty, at no charge to her.  We have additionally allowed her to select a new style of carpet if she desired, but naturally she would expected to cover the costs for any upgrades, should she select a more expensive carpet than she did originally.  We cannot imagine anyone would find these options as unfair or irrational in any way and hope ***************** will cooperate with us moving forward to resolve her complaint.  

  Customer Answer

  Date: 08/22/2022

  I will not be able to respond until we see what be the company presents.  We have never been provided with with warranty conditions.  

• Initial Complaint

  Date:07/25/2022

  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.

  Laminate flooring is coming up at seams in many places. Express flooring sent inspector to check flooring. He said with that many seams rising and separating the floor should be replaced. Express flooring gave us a lifetime warranty on the floor but refuses to honor it. The inspector took multiple pictures that shows the defects. We paid ******* for the floor and would like the floor replaced or money refunded.

  

  Business Response

  Date: 07/29/2022

  Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  While we can certainly sympathize with this consumer's situation, we must respectfully point out that the damage done to the flooring in question was not caused by Express Flooring.  Naturally, all flooring products require care and maintenance to maximize their useful life and to keep warranties in tact.  In this case, the flooring in question clearly has sustained damage that was locally caused by either the consumer or something else in the home.  The flooring is showing tell-tale signs of damage from moisture as most all of the planks are swollen at the joints.  We have urged this consumer to seek a second opinion if they disagreed with our assessment.   We are certainly open to reviewing any other feedback they receive.  We have additionally offered to replace the damaging flooring for our customer at a discounted rate.  While we do feel that the repairs are not our responsibility, we do want this customer to know we are here to help them, assuming they work with us in a reasonable manner.  They can feel free to contact our office directly to discuss the matter further and/or to arrange for for the needed work.  

  Customer Answer

  Date: 07/31/2022

  In response to Express flooring remarks: 1: As far as customer damage,its just my wife and I who live here. No children. I am 75 years old and dont have parties. We live in. 55 and older gated community. No one damaged the floor. 2: As far as moisture, I have central air conditioning that runs most of the year which eliminates moisture. Besides, we live in ******* which has a extremely low rate of humidity. Probably the lowest in the country so moisture is not the problem. 3: When their inspector came to inspect the floor, he said the floor should be replaced. 4:As far as Express feeling free for us to contact the office to discuss the matter, it literally took weeks after many,many calls to get a call back, and when they did, they blamed anything they could think of to avoid their own warranty. 5. I believe the problem is a manufacturer defect and/or improper installation 

  

  Business Response

  Date: 08/03/2022

  We are very sorry that Mr. ***** ********************* feel the way they do.  While we respect their opinions, we are experts in this industry/field and have a full understanding of what causes the issues at hand.  In our discussions with our customer, we have suggested that they get a second opinion on the matter.  There are companies in the valley that will conduct inspections to determine the cause of issues with building products.  While we are confident our assessment is accurate, we also not above making a mistake or being wrong.  Should a qualified and certified inspector determine the damage to this customers flooring was from something that is covered under our warranty, we will be happy to not only make things right with our customer, but we would also reimburse our customer for the costs of that inspection.  We feel we are being more than reasonable in our approach to this matter and are more than happy to work with our customer to get them comfortable.  If the BBB feels more is expected of us at this point, we are certainly open to hearing their suggestions.  Otherwise, we feel this complaint should be closed at this time. 

  Customer Answer

  Date: 08/10/2022

  I will get a qualified inspector to get a second option as ************** suggested and I will forward the results to him. Should It result in what I said, I expect them to repair, replace, or refund in a timely manner. If this doesnt happen, I will turn this over to my attorneys 

• Initial Complaint

  Date:07/22/2022

  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.

  AS A COMSUMER, I HAVE CALLED MULTIPLE TIMES TO REPORT SHODDY AND PISS-POOR INSTALLION OF MY LUXURY VINYL PLANK FLOORING. I SPENT $20,000 IN PRODUCT AND SERVICES WITH UNSATISFYING FLOORING TO SHOW FOR IT. MY WIFE AND I HAD TO TAKE SEVERAL DAYS TO MOVE MY FURNITURE, PREP MY HOUSE FOR THE INSTALL OF CARPET AND VINYL. ALSO SEVERAL DAYS OFF AFTER PRODUCTS WAS PUSHED BACK, DUE TO DELAYED SHIPPING OR PRODUCT UNAVAILABILITY AND ALSO THE NUMEROUS DAYS OF RE-FIXING THEIR MISTAKES. MY DRY WALLS WERE ALSO DAMAGED IN THE PROCESS DURING THE INSTALLATION, WHICH EXPRESS FLOORING STATED WE WOULD GET REIMBURSED, WHICH WE HAVE NOT. WE REPORTED SEVERAL PLANKS THAT HAS ALREADY BECOME WORN, SCRATCHED OR DENTED IN 8 WEEKS AFTER INSTALLATION AND BEING RECOMMENDED BY THE ***** REP THAT LUXURY VINYL IS BY FAR THE WAY TO GO, ESPECIALLY WITH DOGS. AFTER OUR FIRST COMPLAINTS, THE SAME WORKERS RETURNED TO OUR HOME TO "CUT OUT AND GLUE DOWN" NEW PLANKS, WHICH IS NOW HAVING A RIPPLE EFFECT OF LOOSENING AND CREATING OPEN GAPS BETWEEN ALL SURROUNDING PLANKS THAT WERE REPLACED. AS CUSTOMERS, MY WIFE AND I ARE APPALLED OF EXPRESS FLOORING'S SERVICES AND THEIR PRODUCTS WITH ALL THE CORNERS THEY CUT TO MAINTAIN THAT "EXPRESS" TITLE. UNTIL WE GET A JUST RESOLUTION EQUIVALENT TO $20,000.00, WE WILL CONTINUE TO CALL, LEAVE VOICEMAILS, COLLECT EVIDENCE (PHOTOS) AND REPORT OUR UNHAPPINESS OF OUR LUXURY VINYL FLOOR INSTALLATION."

  

  Business Response

  Date: 07/27/2022

  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 and that he has experienced any frustrations regarding his purchase.  This in mind, we understand that our local office in ****** has been in touch with him and is working with him to resolve his issues.  We thank ******************** for being a valued customer and very much look forward to resolving all of his concerns in a timely and efficient manner.  

• Initial Complaint

  Date:07/22/2022

  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 had carpet delivered and installed on the *****th June. The installer informed us that he was short carpet, but was going to try and make the install work. After leaving on the 2nd day we had noticed that there were a couple of areas where seems are showing. We were informed to try and vacuume them out and they usually will blend together. After trying that on a few occassions we have reached out to Express Flooring to have them come and repair the seems. I have now been waiting over three weeks without a call back or reposne from the company. This is part of thier warranty, and when you try to reach them you can only leave a message with thier call service whom states their is a 72hr wait for a call back. That still has not occured. At this time we would like to have the issues resolved by fixing the seems as well as a partial refund for the inconvience.

  

  Business Response

  Date: 07/27/2022

  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 and that he has experienced any frustrations regarding his purchase.  This in mind, we understand that our local office in ****** has been in touch with him and is working with him to resolve his issues.  There is an appointment scheduled for later this week for all needed work to take place.  We thank ****************** for being a valued customer and very much look forward to resolving all of his concerns.  

  Customer Answer

  Date: 07/28/2022

  While I had received a call from Express Flooring - I was supposed to have someone out this morning 7/28/22.  There has been no furhter contact on their behalf, and I have called again this afternoon without response as well.  No one has been out for the repair services not any cpntact.

  

  Business Response

  Date: 08/03/2022

  We are pleased to report that we visited with ****************** earlier this week and were able to resolve his issues.  We again are very sorry that any repairs/services were needed i the first place and that resolution of those was not completed a little more crisply.  That in mind, were very happy to hear everything was wrapped up yesterday and we than our customer for his patience throughout this process.  We hope ****************** will enjoy his flooring for many years to come and he can feel free to contact at any point in the future should he need anything.  

  Customer Answer

  Date: 08/10/2022

  I am still rejecting this response as I had to go through many time delays, taking time from work, and did all the work in order to get any type of response.  There was never a follow up after this second service was done, so they can not verify that it was satisfactory or not.  They are extremly unresponsive - other than taking your money up front for a project - and did nothing to reolove my issue - I did.  I am still looking for financial compensation for my time and delays in getting a project done in a timely manner as promissed and guaranteed.  They may feel free to reach out to me and resolve this, or I will continue to persue matters in a more fomal/legal manner.

• Initial Complaint

  Date:07/19/2022

  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.

  Express Flooring installed flooring in our kitchen, dining room and laundry room on 5-16-2019. This flooring has a Life Time installation warranty. We contacted them about 6 months after installation with no results, and because of covid did not contact them again until March 2022. The floor is lifting and it cracks when you walk on it. They have sent 3 inspector and they have reported that the floor needs to be reinstalled. The only instructions I received when they installed the floor was not to steam clean the floor, which I have not. They said I damaged the floor because I mopped it. Of course, I mopped it, its in my kitchen, dining room and laundry room. They never said I was buying flooring that I could not mop. I paid $8,317.78 for the floor. We have made many calls to them, but they do not return our calls. I have spoken to ***** - ************ she does not return our calls. Marivelle - ************ and *********************. Please help us to get this issue resolved.

  

  Business Response

  Date: 07/27/2022

  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 and that he has experienced any frustrations regarding his purchase.  This in mind, he is failing to communicate that the issues at hand with his flooring are due to improper care & maintenance.  In this complaint, ****************** makes a statement about not being able to use a steam mop on the the flooring. This is correct, but there is naturally other terms and/or conditions related to the required care of the flooring.  These are all listed right on the order form/contract that she signed when the purchase was made.   It is unfortunate that ****************** has experienced these problems, but the reality is that we did not cause them.  The flooring is unfortunately beyond repair at this point.  We can however offer our customer favored/discounted pricing should they wish the have the damaged areas redone.  They can contact ********************* in our corporate office to discuss those arrangements.  He can be reached at ************.  

  Customer Answer

  Date: 09/14/2022

  My problem with Express Flooring continues. They were contemplating reinstalling the floor and I pay for the installation. I have a life long warranty with them. They sent me instructions for caring for the floor a few weeks ago, great they should have given this to me at the time of installation or at least told me that the floor was not water proof. Had I know this I, I would not have had this type of flooring installed.  For $8,000 you would think you were being sold quality flooring. Please assist in this matter. 
  Thank you 
  
  Sent from my iPhone

  

  Business Response

  Date: 09/20/2022

  We are very sorry to hear that ****************** is still unhappy.  This in mind, as we explained in our previous response, the damages that have occurred are simply not covered under any warranty we offer.  Consumers do have to bear the burden of caring and maintaining for the materials/products in their home.  Warranties are not all inclusive, nor do they cover damages of this nature.  We do very much want ****************** to have a positive outlook of Express Flooring and again are willing to extend him favored and/or discounted pricing on a future purchase.  To give some context to that, ****************** can expect a 25% discount on any future goods or services he purchases from us.   If the BBB feels more should be expected of us in this instance, we welcome any feedback they wish to provide.  Otherwise we trust that this gesture of customer service will suffice in resolving this complaint and giving it closure.  

• Initial Complaint

  Date:07/19/2022

  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.

  After the installation of wood flooring, theres a three feet by four feet section of the dining room that has a hollowed sound when you walk over it. The last time someone from express flooring came out to the house for this issue he placed a heavy pot on top of the floor and said to leave it on for a week. Express flooring ********* has scheduled for someone else to come to the house on (July 13 2022 @ 9am), but on the day for the repair no one came, I called to find out if they were still coming. No one will answer the phone or return a call. The contract states one hundred percent warranty on installation but their not honoring the guaranty. Any assistance with this matter will be greatly appreciated. Thanks.

  

  Business Response

  Date: 07/22/2022

  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.  It seems as though there is some confusion between our office and **************, as an installation team was sent to his home on both 7/13 & 7/15.  We are very sorry if any of that confusion stemmed from our end.  We can assure ************** that we want exactly what he wants, which is to resolve any issues he may have.  We have been in in touch with our and rescheduled our service appointment.  We trust the matter will be addressed and resolved very soon.  ************** and can feel free to contact us directly should he need any assistance moving forward.  

• Initial Complaint

  Date:07/19/2022

  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.

  We were going to use Express Flooring at our house and even signed a contract for the work in 06/18/22. The contract included a three day cancellation window and the salesman insured us that if we locked in the rates that day and then later changed our minds, our deposit would be returned as long as we canceled within those three days. Two days later we changed our mind on the style of the flooring we chose with Express. It just wasnt the quality that we really wanted. We were still in the 3 day window, so I called to cancel immediately. This was on 06/21/22. I called their customer service line and asked for a cancellation of the contract, which was within the three days without penalty. I was told I would get my deposit refunded within ***** business days. She assured me it would be refunded by 07/13/22 at the latest. Its now 07/19/22 and they still havent returned my $500 deposit! I called their customer service line and now she tells me oh, it can take up to 3 business weeks to return the money. What??! Why are they changing their policy now? Its starting to sound like I wont get my deposit back at all because Im getting the run around from their customer service now. Please help. Based on their reviews on ********* it appears Im not the only person they have scammed like this. Several people complaining on there about not getting deposits back when they were told they would. Someone needs to Investigate them. Thanks for your help.

  

  Business Response

  Date: 07/19/2022

  Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  Please know that this customer has been refunded in full regarding their cancelled order with us.  We did have an internal system breakdown which caused this to take place outside of the normal window for refunds.  We apologize to **************** for this and can assure her it was not intentional.  We know matters of this nature can be stressful and we are very sorry she was exposed to any delays and/or inconsistencies.  We hope she will keep us in mind for any future floor covering needs she may have.    

• Initial Complaint

  Date:07/18/2022

  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.

  We bought laminate planks in 2016 for ********, At the time we received 50 year warranty on installation and lifetime warranty on laminate tile. About a month ago our subflooring buckled up and cracked causing the laminate planks to come loose. We have tried calling ***** numerous times, never getting an answer. Express Flooring is completely blowing us off. Then we called today 07/13/2022 and was told Cathy's supervisor **** would call us back this morning. Still waiting. We want our subflooring and laminate replaced in the kitchen , dinning room and hallway. The subflooring is bulging in the dinning room and afraid it is going to spread to the hallway. We currently have limited use of our kitchen. It has spread in the last couple of weeks.

  

  Business Response

  Date: 07/22/2022

  Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry that ******************* has felt the need the file this complaint.  In some cases, consumers make assumptions, or simply misinterpret, the warranties that apply to products and services they purchase.  While Express Flooring offers the best warranties in our industry, those do not cover any and all damages that *** occur to ones flooring.  Our labor warranty covers installation defects or issues that were caused by improper installation.  In this case, the issues stem from the subfloor of the home that was installed 6+ years ago.  The issues that have developed are due to changes in the environment that have effected the subfloor and caused it to swell and buckle.  This not something Express Flooring caused, nor is it something our warranties typically cover.  This in mind, our office has been in contact with this customer and is working with them to find a mutually fair and reasonable solution to the matter.  We trust that ******************* will work with us our office in a reasonable manner.  Assuming that is the case, we see no reason why this matter cannot be resolved in the very near future.  

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