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:04/18/2025

  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.

  On Nov. 22, 2024, *****, a representative from Express Flooring came to my house to give me an estimate to replace my kitchen floor. He stated $2,200, which would make my monthly payments no more than $45. It was scheduled for Dec. 15.On Dec. 14, I called for an itemized copy of my bill. The gentleman told me that they do not itemize bills, but if I had my floor installed before Christmas, he would give me a military discount for my late husband as well as a senior discount for my late husband and me. He quoted me $1,600 that day.Floor was installed on Dec 16, with no issues.Early Jan of 2025, I received a statement from ***************, the financing company I used, stating that my bill was $2,600, making my payments $79.78/mo. I called them about the mistake and they said that Express Flooring would have to call and make the correction.I called Express Flooring and the lady said that she would get ahold of someone in the store and they would call me back the next day. They did not call me back the next day.The next day, I called them back and the person who answered said that they had not found anyone who would admit to quoting me the discounted price and that they would call me back when they had an answer.On Feb. 3, I called and there was no answer.On Feb. 10, I spoke to ***** at Express Flooring. She stated that no one would admit to the discounted price.On Feb. 17, I called again and was told no one would come forward, there was no paper trail, and I was liable for $2,****** first payment was due while still disputing and I asked Express Flooring to call ******* to prevent late fees while the dispute was going on. ******** called me and left a message saying again, there was no paper trail of this conversation.I have not spoken to them since them. I am current on my account. I am hurt and disgusted with how I was lied to, ignored, and taken advantage of by this company.

  

  Business Response

  Date: 04/23/2025

  Dear Ms. ***************** you for bringing your concerns to our attention.
  We understand your frustration regarding the discrepancy in the quoted price and the amount financed through *******. Our local team has been in contact with you, and understand that the matter has been resolved.
  Express Flooring appreciates your patience throughout this process. We are continuously working to improve our communication and customer service practices to prevent similar issues in the future.
  If you have any further questions or need additional assistance, please do not hesitate to reach out.
  Sincerely,

  Express Flooring

   

• Initial Complaint

  Date:04/17/2025

  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.

  1) Contract for whole house LVP-3/14/2024 2) Amount agreed to-$29K interest free financing-paid off within 1 year 3) Comes with lifetime warranty on install 4) Within a couple of months had installers out to fix planks that were lifting, prompt contact and prompt follow up with installer 5) 2/19/2025 had company *** evaluate additional planks lifting 6) Contacted by the company and scheduled for installer to fix on 4/16/2025-they would call that morning between->7-9am<- to set up time that day for the installer.7) Contacted by the company 4/16/2025 at ->10:30<-, installer to come by between 12-2pm that day 8) No one showed up, called the company to cancel appt and reschedule-no call back that day 9) Male showed up on 4/16/2025 at 8:40pm saying he was told to come by-male did not speak any English-spoke with him through his phone translator app. He was told that he could not come in, go home, and would reschedule. He stated that he was contacted while in ************* and it was quite a drive. He was holding a small plastic bag-possibly supplies. He asked if he could stop by the next day and he was told no, his company would be contacted to reschedule.10) Company called 4/17/2025 and now scheduled for plank fixes for 4/22/2025, will supposedly be contacted that morning for a time of day.

  

  Business Response

  Date: 04/23/2025

  Dear Ms. *************** you for your continued patience and for allowing our team the opportunity to address the concerns with your flooring installation.
  Were reaching out to confirm that the service appointment scheduled for April 22, 2025, has been completed. We understand the prior delays and miscommunication caused frustration, and we sincerely apologize again for the inconvenience this caused.
  Please know that your feedback has been taken seriously, and we are actively working to improve our internal processes to ensure better coordination, timely communication, and a smoother experience for all of our customers moving forward.
  We appreciate your business and your honesty in sharing your experience. If there are any further concerns or issues with the completed service, please dont hesitate to reach outwere here to help.
  Warm regards,

  Express Flooring

  Customer Answer

  Date: 04/23/2025

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

• Initial Complaint

  Date:04/17/2025

  Type:Billing 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 getting charged to my account a bill. For service not even finished...Express Flooring was paid $10,000 up front and they are still charging my account ********** wasn't given any of the mentioned discounts ...and the work was never finished..My Flooring is just a Mobile home..I didn't even get what I ordered, express Flooring did whatever they wanted..I would rather explain through the phone just how frustrating this has been..no one answers my calls (Express Flooring, ******************* or Experian...please help me.

  

  Business Response

  Date: 04/24/2025

  Ms. ******* ****,
  Thank you for bringing this matter to our attention.
  We are currently reviewing this matter internally, including the billing concerns and reported issues with the installation. A member of our local team will be reaching out directly to Ms. **** to discuss the situation in more detail and work toward a resolution.
  We appreciate Ms. ***** patience as we work to understand and address her concerns, and we remain committed to providing a fair and timely resolution.
  Sincerely,

  Express Flooring

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our floors done in December 2024. Within a week there was noticeable buckling and we immediately contacted Express to have it repaired. They have been generally hard to get a hold of and we still don't have any time frame on when the repairs will occur.

  

  Business Response

  Date: 04/10/2025

  Dear Mr. ***************** you for bringing this matter to our attention. We apologize for any inconvenience you have experienced. A member of our management team will be reaching out to you shortly to discuss your concerns and work toward a resolution.
  We appreciate your patience and the opportunity to address this issue. Please feel free to let us know if there is anything else we can do in the meantime.
  Best regards,
  Express Flooring

• Initial Complaint

  Date:04/07/2025

  Type:Product 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 have a contract with Express Flooring to purchase and install flooring throughout our house. It was written into the agreement that we would take possession of all of the flooring upon delivery, but installation would take place in two phases due to other construction occurring in the house. The date of first installation occurred as scheduled, 6/27/2024. We have been trying to contact Express Flooring for the last two months to schedule the rest of the flooring to be installed. We have left voice messages and text messages with no return calls from Express Flooring. We have used the two contact people we have in email and their general customer service line. We have left messages on 3/12/25, 3/21/25, 3/25/25, 3/31/25, and 4/7/25. At this point, it feels like a scam, and because they have already been paid for the work through a credit card purchase for the balance, they do not feel the need to fulfill the remainder of their contract. I can't just stop payments through the credit card either because it's a 3rd party, **************. We have given ample opportunities for them to respond and they have refused to do so.

  

  Business Response

  Date: 04/09/2025

  Dear Ms. ***************** you for your patience. We have scheduled the remainder of your flooring installation for May 12, 2025. Our team will be in touch closer to the date to confirm the details and ensure everything goes smoothly.
  We apologize again for the previous delays and communication issues. We are committed to completing the job to your satisfaction and appreciate the opportunity to resolve this matter.
  If you have any questions or concerns in the meantime, please don't hesitate to reach out.
  Best regards,
  Express Flooring

  Customer Answer

  Date: 04/10/2025

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

• Initial Complaint

  Date:04/07/2025

  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.

  Express Flooring installed carpet throughout my residence on 1/23/23. At that time, and during the sales *** visit to my residence on 1/13/23, I was advised installation included a lifetime warranty for any issues. A copy of the lifetime warranty was never provided. I had several issues during install due to *************** 16-year old daughter assistant. This was all documented with the ************** offered a $250 credit for my troubles. I was once again advised that there was a lifetime warranty on installation for any issues.The carpet is now buckling in several places throughout the residence. Express Flooring was contacted on 2/25/25 to file a claim. I was advised to upload photos of the buckling for review - this was completed 2/26/25 - and I would receive a call within 2 days. I have placed calls to Express Flooring on 3/5/25, 3/14/25, 3/24/25, 3/28/25 and 4/2/25 with no response regarding my claim. I have escalated to management with no response. Most recently I was advised that it was pending Installation Team Supervisor scheduling the ***air but the **************** *** was not entirely certain as there were limited notes on the claim.I am filing a complaint as I cannot get any information. Not even to say it is being worked on but may take a few weeks to schedule the ***air/stretching of the carpet. The call 3/24/25 was referred to a manager and I was advised they would return my call within a few hours of receiving the escalation notice. Still, to date, nothing and no additional information provided.This level of service is unacceptable. Especially when they were paid for their services in advance of installation on 1/13/23 and the warranty information was communicated on several occasions. But mainly, just the lack of professionalism to communicate with a customer.

  

  Business Response

  Date: 04/09/2025

  Dear Ms. **************** you for your patience. We wanted to confirm that we have been in touch with you and have scheduled the necessary service to address the carpet buckling. The repair appointment is set for April 14, 2025.
  Our team will be on-site to resolve the issue as quickly as possible. If you have any questions or need to make any changes to the appointment, please dont hesitate to reach out.
  We look forward to completing the service and ensuring your satisfaction.
  Best regards,
  Express Flooring

  Customer Answer

  Date: 04/09/2025

  
  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,
  
  ****** ******
  
   
  

  Customer Answer

  Date: 05/01/2025

  rior complaint 7558778975B98 filed for company inability to contact consumer for carpet repair warranty request. Express Flooring scheduled consumer for repair work on Monday, ***** 14, 2025. I received the two hour arrival time this morning for 2-4pm. Installer did not show to complete the work. Consumer contacted Express Flooring at 4:11 PM and they were unable to make contact with installer. At 5:05 PM consumer received a voice message from ***** advising that installer would not be arriving today and would need to reschedule for a week day appointment. I took today off work to have this matter resolved and cannot take off another day only to have no one show again. I now require a Saturday appointment convenient to my schedule to have the repair work completed. Please his level of service is completely unacceptable. First no one will return calls for almost two months and now you schedule with no show. If I had not contacted you directly, no one would have followed up to advise the installer would not be here today. Completely unacceptable service.

  

  Business Response

  Date: 05/06/2025

  Dear Ms. **************** you for your continued patience throughout this process. We would like to confirm that the carpet repair service at your residence was successfully completed on April 26, 2025.
  We sincerely apologize for the previous delays and the inconvenience caused by the missed appointment. We understand your time is valuable and regret any disruption this may have caused.
  Our goal is always to ensure quality service and your satisfaction. Should you experience any further issues or have additional questions regarding your flooring, please dont hesitate to contact us directly.
  Thank you again for allowing us the opportunity to complete the repair.
  Warm regards,
  Express Flooring

  Customer Answer

  Date: 05/06/2025

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

• Initial Complaint

  Date:04/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First thing right off the bat, the installer offers to do the floors for ******* ! He is an installer for them ! We had already made an ******* down payment. We spent 1******* on new laminate flooring. Within 6 months the floors are cracking. We were not told we needed subfloor work. Now, after almost 18months of fighting, they finally come to lay some new floor and it does not match. Ours was discontinued ! Of course it was ! What do you expect when we had to fight for so **** long ?!? I dont have any account info ! I dont expect them to do a **** thing ! They got their money ! What they should do, is pull ALL the floor up, let us do necessary repairs to subfloor and relay vinyl planks ! Because they did NOT do this correctly the first time, they should EAT the loss ! I have tried to find a lawyer to sue them, and cant. We are a senior couple and feel we were simply taken advantage of because we didnt know the subfloor was in such bad shape. Its just a shame they have to steal your hard earned money like that ! We would have been happy to have the floor repaired and rescheduled the installation, had we been given the chance. The crew ******* for the installation team called his boss to tell them the floor needed work and he was told to just lay the flooring. I wasnt aware of this until later. My adult daughter heard the conversation.

  

  Business Response

  Date: 04/09/2025

  Dear Mr. ***************** you for reaching out and sharing your concerns. We understand the frustration you have experienced and appreciate the opportunity to address the matter.
  Our team recently completed the necessary repairs last week, replacing the affected flooring in the hallway. Upon further inspection, we identified that the issue stemmed from HVAC condensation under the foundation, which contributed to the damage. While this was outside the scope of our original installation, we took the necessary steps to replace the impacted areas as a goodwill gesture.
  We value you as a customer and regret any inconvenience this situation may have caused. If you have any additional concerns, please do not hesitate to reach out. Our goal is always to ensure customer satisfaction, and we appreciate the opportunity to make things right.
  Best regards,
  Express Flooring

  

  Business Response

  Date: 04/11/2025

  Upon inspection, we determined that the issue with your flooring was caused by moisture due to condensation under your home from the **** system. Unfortunately, this type of issue falls outside of our warranty coverage, as it is not related to the flooring materials or installation process.
  However, as a goodwill gesture, we replaced the affected flooring at no charge. We take customer satisfaction seriously and strive to assist whenever possible, even in situations that are beyond our control.

  The flooring originally installed is no longer being manufactured, we were able to select the closest match.  (Manufacturer confirm with us that is the same product branded under a different name).  Shade variations will be there between batches and that is very well what could be causing the shade difference.
  If you have any further questions, please do not hesitate to reach out.
  Best regards,
  Express Flooring

  

  Business Response

  Date: 05/20/2025

  Dear Mr. ***************** you for your message. We are truly sorry to hear how frustrating and disappointing this experience has been for you and your family. We understand your concerns and appreciate you taking the time to detail the challenges youve faced.
  From our records, our understanding was that the replacement flooring had been installed, and this matter was resolved. 
  Although you mentioned you no longer expect anything from us, we still encourage you to contact our ************* team directly at ************** or **************************************** so we can gather all relevant details and assess any remaining issues. If it helps, we can also assign a senior team member to personally review your case.
  Thank you again for your feedbackwe take it seriously and remain committed to improving our service.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:04/01/2025

  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.

  13 Feb. 2025 I agreed on a price, materials and a start date of 24 march 2025. at that time the bid was $11,636 total. I was told to make a deposit of $2,327.20 so I did. I did not know that Nevada contractors board states (Down payment cannot exceed $1,000 or 10% of contract price, whichever is less. A down payment may only exceed this amount if the contractor posts a Consumer Protection Bond with the Board in the amount of $100,000, or if the contractor was previously granted relief of the requirment to post a license bond.} The tile and vinyl ******************** was installed on ***** March and I was told the carpet would be ibnstalled on the 27th of March. today is 4/1/2025 and I am still waiting. They had originally told me all the products were in stock. It doesnt seem to be true. They are not following nevada contractors board rules. this is a problem. I had planned to have this rented by 4/1/2025 and now it will take another weekor 2 to get it rented. Its difficult to get anyone to call back or update me with calling them often. This home has a mortgage and I am paying all utilities. I shouldnt have to pay anything more until job is complete.

  

  Business Response

  Date: 04/09/2025

  Dear Mr. ************** you for reaching out to us regarding your flooring installation. We sincerely apologize for any inconvenience the delay in your carpet installation has caused.
  I would like to inform you that the carpet installation was completed on April 3, 2025. We understand the importance of timely service, especially as it pertains to your rental plans, and regret the delay in communication about the timeline. We strive to provide the best service possible and will ensure improved communication moving forward.
  Regarding the down payment, we want to clarify that we hold the necessary bond required by the ****************** Board, and the documentation is on file with them. Our down payment practices are in full compliance with Nevada's regulations, and we assure you that your concerns have been addressed appropriately.
  We hope this resolves the matter to your satisfaction. If you have any further questions or need additional assistance, please dont hesitate to contact us.
  Thank you for your understanding and patience.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our work completed in 2021. A little under a year later, still under warranty, I called and created a ticket about the carpet bulging. I did not receive a call back. I called back again at the end of 2022 and created another ticket. Finally got in touch with someone in ********************************************************************* the shuffle. Made an appointment to have my carpet inspected on Sep 14, 2023. Carpet by then had more issues - 1) 1 bedroom had stains that did not come out with professional cleaning (warrantied stain resistant product), 2) master bedroom/closet has carpet stains too plus matting. Pictures were taken, information about carpet cleaning was taken, etc. Continued to call several times with several tickets and several promises to show up or call me. #1 carpet was replaced at no cost due to length of time waiting for resolution. Also promised the master and closet would be installed at no cost needed warranty claim because area was too large. ****** was started to submit a warranty claim. A contractor started install on my son's room. By the time he was almost finished, I was able to see he was installing the wrong carpet. I notified Express Flooring and the contractor left an unfinished room with the wrong carpet. On April 12, **************************************************************************** my son's room. No show. Then called about no show and appointment made on April 18, 2024 to have carpet stretched. The contractor did not want to stretch the master bedroom because he saw the matting and recommended warranty replace it. Meanwhile I thought the warranty claim was being submitted since they already had photos of the matting from Sep 2023. Waited until Feb 2025 and now they are trying to charge me for install. Claiming the employee who is no longer there should not have told me install would be covered. Last calls where on 3/6 & 3/21. Requested several times for manager to call and put tickets in without call back.

  

  Business Response

  Date: 04/09/2025

  Dear Ms. ************ are pleased to inform you that we have reached an agreement regarding the resolution of the issues with your flooring. Thank you for your patience throughout this process.
  Our team will be proceeding with the agreed-upon actions, and we will ensure the necessary work is completed promptly. If you have any further questions or need additional assistance, please don't hesitate to reach out.
  We appreciate your understanding and are committed to providing you with a positive experience moving forward.
  Best regards,
  Express Flooring

  Customer Answer

  Date: 04/11/2025

  I would like a reduction in price since originally we were told the labor would be free due to the massive inconvenience and multiple times we were promised an appointment and nobody showed. From what the sales person told us and provided a "everything included" certificate, no worry warranty, is not what is being provided. This is bait and switch tactics in my opinion. We've had nothing trouble contacting express flooring, even for a call back.

  

  Business Response

  Date: 04/15/2025

  Dear Ms. *************** you again for your continued patience throughout this process. We wanted to confirm that your claim replacement has been scheduled for April 21, 2025.
  Our team will be completing the necessary carpet replacement work as previously discussed, and we are committed to ensuring that everything is handled properly and to your satisfaction. If you have any questions or specific concerns prior to the appointment, please dont hesitate to reach out.
  We truly appreciate your understanding and the opportunity to make this right.
  Best regards,

  Express Flooring

  
  

  Customer Answer

  Date: 04/18/2025

  To whom it may concern, 

  I have not received any resolution of this matter. I will be forced to reschedule the installation on April 21st of the warranty claim for a later date. I have not received a new estimate on costs.

  Thank you, 

  ******* Saenz 

• Initial Complaint

  Date:03/26/2025

  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 informed the lady who helped me , and informed her on 10/30/2024 of damage on floors, and product that was not ordered and defective product installed on stairs ******* #************ and she went back and forth with her manager **** and then i didnt hear anthing back, i spent ****** on my floors and went professional this time around, but they did not provide professional work and did shortcuts as you can see the conversation back and forth with ******* and i, i found my sis decease November 3, so i couldn't focus, now i think back no one ever contacted me. So if they not going to fix the problem then refund some of my money so i can get someone else to correct the issues, as a consumer i informed them, before i put my furniture back, so no can say i made the damage, all the highlight paper in picture , is how i marked the damage on the floor, the ***** **** on the stairs it should show white ...and no boarderline around the carpet as i was told by *******

  

  Business Response

  Date: 04/01/2025

  Dear Ms. *************** you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you have experienced, and we appreciate the opportunity to address this matter.
  We want to assure you that we are committed to resolving your concerns. At this time, we have scheduled an inspection to assess the issues with your flooring and stairs. Our team will thoroughly review the concerns you have outlined and determine the appropriate course of action.
  Please let us know if you have any additional details that may assist us in ensuring a smooth inspection process. We appreciate your patience and cooperation, and we look forward to working towards a resolution.
  Best regards,
  Express Flooring