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

  
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  Express Flooring

  2875 W Ray Rd Ste 6 Chandler, AZ 85224-3525

  
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  Express Flooring

  18521 E Queen Creek Rd Ste 105 Queen Creek, AZ 85142-5867

  
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  Express Flooring

  5540 Business Park San Antonio, TX 78218-5503

  

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:03/25/2025

  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.

  Express Flooring installed flooring in our home in October 2017 with a lifetime warranty. We had issues at the time as the dishwasher was destroyed in the process and they claimed that their contract insulated them from any damage done to our home or appliances. We now have some of the flooring peeling up and shrinking leaving gaps between the pieces of LVP. We contacted them with our concerns and they responded that we would need to sign a contract and pay a fee for them to come out and inspect. My wife questioned us paying for them to inspect and the response was, "it's in your contract". We read the contract and there is nothing in there about this, just that we have a lifetime warranty. Repeated calls to get clarification have gone unanswered and we would like a resolution to this. The floor continues to get worse and a decision must be made soon as we are about to start a remodel in our kitchen and are waiting to get this completed first.

  

  Business Response

  Date: 04/01/2025

  Dear Mr. ******************** you for bringing your concerns to our attention. We sincerely apologize for any frustration you have experienced and appreciate the opportunity to address your complaint.
  Regarding the issues with your flooring, we understand your concerns about the peeling and shrinking of the *** product installed in 2017. At Express Flooring, we stand by our warranties and want to ensure that we handle this matter appropriately.
  Warranty & Inspection Fee: Our warranty covers lifetime labor, and as part of our service policy, a $50 inspection fee is required to schedule an evaluation. If the issue is determined to be covered under the warranty, this fee will be fully refunded to you. For your reference, our Lifetime Labor Warranty is publicly available on our website: [***************************************************************].
  We see that an inspection was originally scheduled for March 24, 2025, but was canceled due to non-payment of the service fee. To proceed with the inspection, we will need to collect the $50 fee. We are happy to resend the DocuSign agreement to facilitate payment, and once received, we can promptly schedule an inspection at your earliest convenience.
  Our goal is to resolve this matter fairly and efficiently. Please let us know how you would like to proceed, and feel free to share any additional details that may assist us in addressing your concerns.
  Best regards,
  Express Flooring

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our flooring installed in December and we called the office on January 28th and asked if someone could come out to repair the carpet. We sent in pictures and still have not received a call. I called back a few times and was told that it was escalated and to give it a few days. Still waiting almost 2 months now and still no call. Every time I do call someone escalates to the invisible manager who will never call you back. We regret our decision to go with express flooring. I will never recommend this company to anyone.

  

  Business Response

  Date: 04/09/2025

  Dear Mr. ******************** you for bringing this to our attention. We sincerely apologize for the delay in addressing your repair request. Our team will be reaching out to you shortly to schedule a time for inspection and necessary repairs.
  We appreciate your patience and look forward to resolving this matter to your satisfaction. Please dont hesitate to reach out if you have any further concerns.
  Best regards,
  Express Flooring

• Initial Complaint

  Date:03/24/2025

  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.

  A Costly Mistake Avoid Express Flooring at All Costs!Express Flooring excels at one thing: charging excessive amounts of money while providing shockingly poor service and subpar flooring. If youre considering them for your home, learn from my mistakerun the other way.We had our flooring installed on March 13, 2023, expecting durability and quality. Instead, within seven months, the flooring required repairs. And not just once.First repair November 1, 2023 Second repair January 4, 2024 Third requested repair March 14, 2025 (one day after the supposed warranty expiration)Heres the catchExpress Flooring used a deceptive loophole. Instead of processing the previous two visits as warranty claims, they labeled them as repairs, preventing the warranty from resetting. Now, were expected to pay again to fix their shoddy workmanship and low-quality materials.We paid $14,000 for flooring that was improperly installed, yet they refuse to stand behind their product. Their customer service is abysmal, and rather than honoring their warranty, theyve wasted even more of my time by forcing me to escalate this issue to the Better Business Bureau.Had I researched this company more thoroughly, I would have seen the real reviewsnot the misleading 4+ star ratings on ******. Do yourself a favor and check Yelp and other review platforms for the truth.?? Bottom line: Do not invest your hard-earned money in this company. Ever. The only thing Express Flooring guarantees is frustration, wasted time, and regret.

  

  Business Response

  Date: 04/07/2025

  Dear Mr. **************** you for reaching out and for your patience as we work to resolve this matter. I wanted to provide you with an updateyour replacement material has been ordered, and we will contact you as soon as it arrives to schedule the necessary repairs.
  Please let us know if you have any questions in the meantime. We appreciate your cooperation and look forward to resolving this issue as soon as possible.
  Best regards,

  Express Flooring

  Customer Answer

  Date: 04/08/2025

  To Whom It May Concern,
  Thank you for the update and confirmation that my replacement material has been ordered. While I appreciate the follow-through at last, this does not address the larger issue at hand.
  Lets be perfectly clear: this is now the third time Ive had to report failures with the flooring you installed on March 13, 2023. Thats three failures in just over a year on a product that was supposed to be durable and professionally installedsomething I paid over $14,000 for. Not only that, but Ive had to escalate to the Better Business Bureau just to get proper attention.
  
  Here is the breakdown again, for clarity:
  
  Installation: March 13, 2023
  1st Repair: November 1, 2023
  2nd Repair: January 4, 2024
  3rd Repair Request: March 14, 2025 (coincidentally, one day after you claim the warranty expired)
  
  The deliberate classification of the first two repairs as repairs instead of warranty claims is a blatant attempt to avoid resetting the warranty, which is unethical and frankly unacceptable. This classification should never be used as a loophole to sidestep responsibility for repeated product failures.
  
  My Revised Demands:
  
  Full Repair as Promised At no cost to me, with no further delays.
  Warranty Reset Upon Completion A new 1-year warranty starting from the date of the third repairs completion, in writing.
  Written Acknowledgment Confirming that this repair is being performed under warranty, not a goodwill repair or any other misleading terminology.
  
  I am not simply seeking a quick fix. Im seeking accountability and assurance that this wont become an annual cycle of failures and patch jobs. Anything short of that is unacceptable, and I will continue to escalate this matter through every channel available, including public consumer protection forums and legal advice if necessary.
  
  Please respond with a revised agreement acknowledging the warranty reset, or I will proceed accordingly.

  Sincerely,
  ***** ******

  

  Business Response

  Date: 04/10/2025

  Dear Mr. **************** you for your continued patience as we work to resolve your concerns. We understand your frustration and appreciate the opportunity to clarify our warranty policies.
  Regarding your request for a warranty reset, we want to reassure you that a reset is not necessary. Express Flooring provides a lifetime labor warranty, ensuring that any installation-related issues are covered for the duration of your flooring. This means you remain protected for labor concerns beyond the initial material warranty period.  Please see link for you records - ***************************************************************
  As for the material itself, the manufacturers warranty begins on the date of installation. We have confirmed that your replacement material was installed last week, and as such, the manufacturers warranty is now active based on that installation date. If any issues arise related to the material itself, they will be handled per the manufacturers warranty terms.
  We remain committed to ensuring the quality of your flooring and appreciate your cooperation. Please let us know if you have any further questions.
  Best regards,
  Express Flooring

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we bought our floors, it included free repairs for scratches. When the workers moved our fridge it broke the wheel. We moved the fridge to clean behind it and it scratched the floor. I have been trying for months to get express flooring out here to repair the floor. I have had 2 people come out to look at it. 1 took some of our extra floor planks and then I never heard from them again. I have been calling customer service for months and they put in a work order to the manager and say I will get a call in 48 hrs but no one will call me back.

  

  Business Response

  Date: 04/01/2025

  Dear Ms. ****************** you for bringing this matter to our attention. We sincerely apologize for any delays and frustration you have experienced in scheduling your floor repair.
  We want to assure you that our local team will be reaching out to you directly to schedule the necessary repair work. They will coordinate with you to find a convenient time to complete the service as soon as possible.
  We appreciate your patience and the opportunity to resolve this matter for you.
  Best regards,
  Express Flooring

• Initial Complaint

  Date:03/21/2025

  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.

  Express flooring was hired to remove all tile from our floors and then install new luxury vinyl flooring. However, when the installation technician came to do this work he advised us that he did not need to demo the tile but could save us money, time, and mess and place the new flooring right over the old tile. I immediately called express flooring and cancelled my contract and advised them that I needed a new contract and price without the demo. The price I paid them was $21108.00. I want to be reimbursed $6707.00 which is 1648 sq ft times the going rate for tile demo at $4.07 sq ft. I have called and called and the customer service says that a manager will call me and this has still not happened.

  

  Business Response

  Date: 03/28/2025

  Dear *** and Mrs. *************** you for reaching out and for your patience while we review your request. We sincerely apologize for any frustration caused by the delay in communication regarding your billing adjustment.
  We want to assure you that we have processed a change order for the amount related to the tile demo. Our team sent a change order to you back in late February for a refund of $3,297 which is our price for the demo not performed.  This form has not been signed.  If you have any questions, need us to send this change order again, or need further clarification, please dont hesitate to reach out.
  We appreciate your business and the opportunity to resolve this matter to your satisfaction.
  Best regards,

  Express Flooring
  

• Initial Complaint

  Date:03/20/2025

  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.

  Express Flooring's $7,700 tile install was a nightmare. Despite good installers, **************** were appalling. Signed 3/14 for next-day install; they arrived 2.5 hrs late 3/15. **************** (******, ****) was rude, voicemails full, & info conflicted. Installers left early 3/15, promising 6:30am return, but arrived late 3/16. Worked till 7pm, promising 6:30am finish 3/17. On 3/17, they arrived 7am, but ran out of grout, leaving the job unfinished. Sunday customer service was not available. On 3/18, they arrived late again, stating they weren't paid, & finished begrudgingly, trying to charge for extras. Promised compensation by ******, but no proposal yet (3/20). Work is fine, except missing closet door guides (porcelain tile install requires special care). I lost work time on 3/14, and my wife lost a full day on 3/17. We spent 4 days waiting for installers, who consistently arrived hours late, including a full day on Sunday, and a day where they ran out of materials. I've halted financing with ********. Seeking compensation for lost wages, repair of closet door guides by a qualified technician, time and inconvenience, and emotional distress. I request BBB assistance in resolving this.

  

  Business Response

  Date: 04/09/2025

  We are writing in response to complaint ID# ******** filed by ******* ******* regarding his tile installation project with Express Flooring. We would like to confirm that this matter has been resolved directly with the customer.
  We have worked with Mr. ******* to address his concerns, and we have reached a satisfactory resolution. As such, we kindly request that this complaint be marked as settled.
  Please let us know if you require any further documentation or confirmation from our end. Thank you for your time and assistance in facilitating this matter.
  Best regards,

  Express Flooring

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Express flooring installed tile in our downstairs bathroom, upstairs bathroom, and carpet on the stairs. The upstairs bathroom tile had some issues, but was tolerable. The carpet was good. The initial install of the down stairs bathroom had several uneven tiles. Flooring express came out inspect and rescheduled a new install. They redid the downstairs bathroom. The second install involved 2 no- show days of the install crew. The re-do looked much worse than the initial install. In addition to there still being uneven tiles; grout lines were now varying widths, the grout was shallow and cracked, there was also a broken tile they patched with grout. Pictures and video were sent to express flooring after both installs.After scheduling another inspection to look at the floor to be ***aired, the company called to schedule further out saying they had not scheduled us already. I requested to speak to a supervisor as the situation was becoming quite frustrating. At this point, we just want a refund for the downstairs bathroom. The customer service *** said there was no supervisor they could connect me to get a refund. After being 2 weeks removed from the ***air job, that looks worse, we still had no date for an inspection. We have requested a refund for the bathroom they destroyed. It looks like a bad diy job. Not a professional job. The company has not ***lied to our request for a refund. We have requested a refund thru phone and email. We need to hire a new company to come ***air the floor they have destroyed.We have been more than patient, and the company has refused to communicate with us for our refund.

  

  Business Response

  Date: 04/01/2025

  Dear Mr. **************** you for reaching out and sharing your concerns. We sincerely apologize for any frustration this situation has caused and appreciate the opportunity to address your complaint.
  We want to assure you that we take customer satisfaction seriously and have been actively working to resolve this matter. Our team is currently in the process of fixing the flooring issues, as we are committed to ensuring the work meets both your expectations and our quality standards.
  We understand your concerns regarding the delays and past installation issues. We regret any inconvenience caused and appreciate your patience as we complete the necessary corrections. Our goal is to provide a satisfactory resolution, and we will continue to communicate with you throughout the process to ensure the work is completed properly.
  If you have any additional concerns or need further clarification, please do not hesitate to reach out. We appreciate your cooperation and look forward to resolving this matter to your satisfaction.
  Best regards,
  Express Flooring
  

• Initial Complaint

  Date:03/14/2025

  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.

  We contracted with Express Flooring to have our existing flooring removed & replaced with *** on 3/7/22 for $21,000. We started noticing defects in multiple areas where the *** was beginning to bow up at the seams. I called customer service on 9/11/24 & emailed them photos. They alleged they called my wife two times but neglected to leave a voicemail or follow up with an email & closed our ticket. I called back on 11/14/24, restarting the process. They said they would send someone out to look at our floors. My wife filed a BBB complainant on 11/19/24 after not hearing back again. They finally sent someone out several weeks later who took more photos & he was unsure what would happen next; only saying someone would contact us. I next spoke on the phone with Operations Manager ***** ***** on 12/3/24 who said he would also come & look at our floors; following up with an email after our conversation. After not hearing back I left a voicemail on 12/6/24 & then another email on 12/10/24 before he finally responded to me. He came to our home on 12/12/24 without any tools to inspect the floor & took more photos; again leaving without any resolution. After not hearing back, I spoke to him on 12/19/24 & he said he would submit the claim to warranty. I did not hear back from him & left another voicemail/email on 1/24/25 requesting an update. I then texted him on 1/28/25 with no response. I then called/emailed him again on 2/3/25 finally reaching ******** said he would resubmit the claim. I then sent another email on 2/20/25 & still have not heard back from him. I called customer service on 3/7/25 speaking with a ******** who advised there was no new notes since December, making me believe no claim was ever submitted. For the amount of money we spent, the lack of communication and effort to resolve this issue by Express Flooring is egregious. We have been extremely patient and if a sufficient resolution isn't reached I will be seeking legal recourse.

  

  Business Response

  Date: 03/20/2025

  Dear Mr. **************** you for reaching out and for your patience as we work to address your concerns. We sincerely apologize for any frustration caused by delays in communication and the resolution process. Please know that your satisfaction is very important to us.
  We want to assure you that we have been actively working on your case.  As of this week, a re-selection of the product has been completed, and we are now coordinating the next steps.  Our team is committed to ensuring that the issue is fully resolved to your satisfaction.  

   If you have any additional concerns or questions, please do not hesitate to reach out.

  We truly appreciate your patience and the opportunity to make this right.
  Sincerely,
  Express Flooring
  

  Customer Answer

  Date: 03/25/2025

  
  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:03/11/2025

  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.

  The job is NOT completed! There are three incomplete parts: transitions at front door and into master bedroom, and behind the stove. This has all been reported via text messages to Cane *****, Design Consultant, several times. One of his responses was: "On the phone with corporate right now for you I was told by my assistant install manager he would reach out to you Saturday" I never received a call, nor a text, or an email from corporate about ********* Details Worksheet 2/6/2025 Date: Buyer Name(s): ******** L Installation Address: ******************************************* Buyer Primary Phone: ********** Buyer Primary Email Address: Room Details: Room Name: Front room Products: Majestic Bluffs : Lambs Ear Accessories: Majestic Bluffs 4 In 1 Transition : Lambs Ear, 6 Mil Poly Vapor Barrier Labor: Demo Tile : Ceramic/Porcelain, LVP : Install : Floating, Trim : Remove & Reinstall Existing Baseboards, Move : Furniture Moving Room Name: Closet Products: Majestic Bluffs : Lambs Ear Accessories: 6 Mil Poly Vapor Barrier Labor: Demo Tile : Ceramic/Porcelain, LVP : Install : Floating, Trim : Remove & Reinstall Existing Baseboards, Move : Furniture Moving Room Name: Hallway Products: Majestic Bluffs : Lambs Ear Accessories: Majestic Bluffs 4 In 1 Transition : Lambs Ear, 6 Mil Poly Vapor Barrier Labor: Demo Tile : Ceramic/Porcelain, LVP : Install : Floating, Trim : Remove & Reinstall Existing Baseboards, Move : Furniture Moving Room Name: Livingroom Products: Majestic Bluffs : Lambs Ear Accessories: 6 Mil Poly Vapor Barrier Labor: Demo Tile : Ceramic/Porcelain, LVP : Install : Floating, Trim : Remove & Reinstall Existing Baseboards, Move : Furniture Moving Room Names continued: Kitchen, Hallway, and Closets the same as the above areas.

  

  Business Response

  Date: 03/28/2025

  Dear Ms. ************** sincerely apologize for the inconvenience and frustration caused by the incomplete installation of your flooring project. We take your concerns very seriously and appreciate you bringing them to our attention.
  I understand that there are outstanding issues with the transitions at your front door, master bedroom, and behind the stove. I regret that you have not received the follow-up communication promised, and I assure you that we are addressing this matter with urgency.
  A member of our team will be reaching out to you within the next ***** hours to schedule a resolution and ensure the job is completed to your satisfaction. If there is anything further you would like to discuss, please feel free to contact us.
  Again, we truly appreciate your patience and the opportunity to make this right.
  Best regards,

  Express Flooring

• Initial Complaint

  Date:03/08/2025

  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.

  I want to express my concerns regarding my experience with Express Flooring. While I appreciate that the company ultimately replaced our floors after my initial complaint to the (BBB) in Dec.I feel compelled to highlight the unprofessional conduct of *****(******,TX manager)The original flooring install was buckling, separating, and noisy when walking on the floor. We believed that this was due to the installers failing to remove the original flooring before installing the new LVP, which should have been standard procedure. When the flooring was removed for replacement, we found that the master bath had no underlayment, confirming that corners were cut during the initial install. The one area in our home where the flooring was installed directly on the slab, had no moisture issues, further proving that the problems stemmed from improper installation rather than material defects.Throughout this process, ***** demonstrated a lack of professionalism. When he visited our home prior to the floor replacement, he was rude, dismissive, and argumentative. Instead of listening to our concerns, he talked over my husband and me, disregarded our observations, and acted as though we were incapable of understanding what was causing the issues.On the day the replacement work began, ***** called menot to apologize for the previous poor installation, or the fact that his installer (******) cut cornersbut to tell me, I told you it was moisture. This level of defensiveness, and complete disregard for customer satisfaction is unacceptable. At no point did he acknowledge the installation failures, nor did he take responsibility for the clear mistakes made by his ******* contrast, ******* and her team were professional, attentive, and efficient. Her team took our concerns seriously, worked diligently, and maintained excellent communication throughout the process. However, due to Jimmys *************** of accountability, I cannot, in good conscience, recommend Ex. Flooring.

  

  Business Response

  Date: 03/10/2025

  Dear Mr. ***************** you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and dissatisfaction you experienced with Express Flooring, particularly regarding the installation process and your interactions with our team.
  We deeply regret the issues you encountered with the initial flooring installation and the lack of professionalism you described in your interactions. Your experience does not align with the high standards of service and professionalism we strive to uphold.
  Please be assured that we are taking this matter seriously. Internally, we are conducting a thorough review of the installation process and addressing the conduct of the involved team members. Additional training and quality assurance measures are being implemented to ensure that similar situations do not arise in the future. Our goal is always to deliver quality service with respect and integrity.
  We appreciate your acknowledgment of ******* and her teams professionalism. Feedback like yours helps us identify areas for improvement and reinforce practices that enhance customer satisfaction.
  If there is anything further we can do to address your concerns, please do not hesitate to reach out.
  Thank you for your patience and for giving us the opportunity to make this right.
  Sincerely,
  Express Flooring