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:02/21/2025

  Type:Order 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.

  It has been over a month since Express flooring started laying new flooring in my house, which I paid more than $15000 for. At this point they still have not completed the job. They have left the baseboard incomplete with several pieces missing. It is clearly stated in the contract that they will install all new baseboard in the house.

  

  Business Response

  Date: 02/28/2025

  Thank you for bringing this matter to our attention. We take customer concerns seriously and appreciate the opportunity to address this complaint regarding their flooring installation.
  We sincerely regret any inconvenience caused by the delay in completing the baseboard installation. We understand the importance of fulfilling our contractual obligations and ensuring customer satisfaction.
  We have scheduled our team to complete the necessary repairs February 28, 2025. Our crew will ensure that all missing baseboard pieces are installed per the contract. Once the work is completed, we will follow up with the customer to confirm their satisfaction.
  We are committed to resolving this matter promptly. Please let us know if any further information is required.
  Sincerely,
  ******* *******

  Customer Answer

  Date: 03/02/2025

  
  Better Business Bureau:
  
  Express Flooring did finally complete the job.  However, I contacted them several times over the period of a month without an acceptable response before reporting them to the BBB.   Amazingly, they got back with me promptly once they were reported.  I would have to say their customer service up to the point of reporting then to the BBB was horrible.  I would not recommend this company.
  

  Regards,
  
  **** ********
  
   

  
  

• Initial Complaint

  Date:02/19/2025

  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.

  They forgot to shave down the screws that hold the toilet onto the floor in the master bedroom so the caps are floating in the air and not flushed to the floor as it should be. Ive made numerous calls about this. Im given all assurances that they will take care of it but never do. I believe i need 2-3 transitions from floor to carpet as i had ***************************** all thru the house. These are all that is left to be done. Im waiting since the middle of January for this to be finished.

  

  Business Response

  Date: 02/25/2025

  Dear Ms. ************* name is ******* *******, and I'm the Director of Operations at Express Flooring. I'm writing to you personally regarding the outstanding issues with your recent flooring installation at your home on *******************. We received your complaint through the Better Business Bureau, and I want to sincerely apologize for the incomplete work and the frustration you've experienced.

  I understand that the screws on the toilet in your master bedroom need to be shaved down so the caps can sit flush, and that you're also missing 2-3 transition pieces between the flooring and carpet. This is absolutely not the level of service we aim to provide, and I am very sorry for the inconvenience this has caused.
  I also want to apologize for the lack of follow-up on your previous calls. There's no excuse for this, and we're taking steps internally to improve our communication and ensure that all customer concerns are addressed promptly.
  Someone from our ************* will be in touch with you soon in the next couple of days to complete outstanding work.  We want to make things right as quickly as possible.
  Thank you for your patience and understanding. We appreciate you bringing this to our attention, and we are committed to making sure this is resolved to your satisfaction.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:02/16/2025

  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 a tile floor at my residence on Feb 8th. They did not install the transition strips in the two doorways. They stated they would come back on Feb 10th and finish the job. No one showed up and no one called. I have placed 8 calls to the customer service department asking when the job will get finished. I keep getting promises of a call back from a manager, etc. NO ONE has ever called me back. Express Flooring has taken the entire payment from my credit card even though the job is not finished.

  

  Business Response

  Date: 02/28/2025

  Dear Ms. ******************* you for reaching out and bringing this to our attention. We sincerely apologize for the inconvenience and frustration this has caused you. We understand how important it is to have the installation completed properly and in a timely manner.
  Our team is actively reviewing your case, and we are working to schedule the completion of your flooring installation, including the transition strips. We regret the delay and the lack of communication regarding your follow-up requests. This is not the experience we strive to provide, and we appreciate your patience as we work to resolve this issue.
  A member of our team will be reaching out to you shortly to confirm a date for the necessary work.
  We appreciate your business and the opportunity to make this right.
  Best regards,

  Express Flooring

  Customer Answer

  Date: 02/28/2025

  
  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. IF and only IF the business actually resolves the issue as promised. 
  
  Regards,
  
  ******* *********
  
   
  

• Initial Complaint

  Date:02/14/2025

  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 or about September 20, 2024, Express flooring came to my home and provided me with an estimate to place tile in two restrooms. We accepted the estimate and arranged for the flooring to be installed.There were a couple of bumps in the road when it came to the installation but that's not my issue.When the installer indicated he was completely done I did a quick overview, and this 2-day job (Quoted by Express Flooring) took 5 days, still not my issue.I told the installer if he was going to tuck the carpet as a transition to the tile and his response was "...he is a tile guy not a carpet guy". Express Flooring paid me to correct this, still not my issue. Approximately seven (7) days later, we noticed a water leak in our kitchen directly below one of the restrooms where the tile was placed. It appears the toilet was leaking. I called Express Flooring and they asked me if they wanted me to get my own plumber to look at the issue and I set sure. A plumber came out and said Express Flooring reused the initial wax ring. The plumber installed a new wax ring, and it appears to have fixed the leak. The ceiling in the kitchen appeared to have dried and we are continuing to monitor the ceiling. I provided Express Flooring receipts for the plumbing repair of $60.00 and I have still not been reimbursed my out-of-pocket expense. I have called Express Flooring 5 times requesting the status of my reimbursement and they continue to tell me the receipts are with their accounting department with a refund being issued soon. It's been 3 1/2 months and I'm still waiting for that refund. My other issue is I have called Express Flooring 3 times for this particular issue and that issue is the tile leading into the master closet is uneven (See Photos). I asked for a supervisor to call me, and I was told they would, and I still have NOT received a call. I need to have someone come to my house and cut the tile straight. I have not received a simple phone call.

  

  Business Response

  Date: 02/28/2025

  We're in the process of trying to reach customer to reach a resolution.

• Initial Complaint

  Date:02/12/2025

  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 January 31 we signed a contract with the sales *** to install vinyl plank flooring in our home. The install began on February 5 and was scheduled to finish on February 6. During the installation process it was readily apparent that there was a problem. The edges of many of the planks were warping and not adhering to the concrete beneath. The installers returned on February 6 and attempted to remedy the issue by supergluing the problem edges. This attempted ***air failed and also left glue marks on the top surface of the flooring in many areas. We have reached out to the company daily since then to resolve the issue. Each day we are told someone will be out the next day to inspect and come up with a ***air plan. After a full week of promises and ***eated calls no one has shown up and the install problems are becoming worse. We have consulted with another flooring installation contractor who inspected the work and verified that it was improperly installed, cannot be ***aired and must be ripped out and ***laced. We have a non-functional master bathroom and cannot install the vanity or toilet until the flooring is fixed.

  

  Business Response

  Date: 02/25/2025

  Dear *** ********,
  I'm writing to follow up on the flooring installation at your home on W ******* ******* you know, we received your complaint through the Better Business Bureau (BBB) regarding the issues you experienced with the initial installation.
  I want to reiterate our sincere apologies for the problems you encountered, including the warping, poor adhesion, and the unsuccessful repair attempt. We also deeply regret the lack of follow-up you experienced, and we've taken steps to address our internal communication to prevent similar situations in the future.
  As we discussed, the faulty flooring has been completely removed and replaced with new vinyl plank flooring. We trust that the new installation meets your expectations and that the issues you previously experienced have been fully resolved.
  We consider this matter closed, and we hope that this resolution has addressed your concerns. If, for any reason, you are still experiencing any problems or have any further questions, please do not hesitate to contact us.
  Thank you for your patience and understanding throughout this process. We appreciate your business and are committed to providing quality products and service.
  Sincerely,
  ******* *******, Director of Operations, Express Flooring

• Initial Complaint

  Date:02/11/2025

  Type:Customer Service 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.

  Recent interaction with sales representative, ****, following consultation signup. Appt was 02/04/2025, and several concerning issues arose during and after the appointment:**** refused to provide basic measurements of the project area and when I requested time to research the investment, his demeanor became notably hostile. My request to speak with a manager was ignored. Verbal quotes ranged from $15,000 to $20,925, with additional $1500 for baseboards. **** refused to provide written quotes. Almost immediately, the top option was suddenly reduced by $8,425 (from $22,425 to $14,000, including baseboards) and high-pressure tactics were employed, including claims about impending tariffs to force an immediate decision. I received an email and text from "**** G" inquiring about my experience, but my responses went unanswered. Multiple attempts to escalate this matter have gone unanswered. I called customer service, was kept on hold for 16 minutes, then ***** forwarded me to **** instead of **** as requested. After again requesting to speak with ****, **** terminated the call without explanation I called customer service again, then ******* said he'd transfer me immediately, but instead, he sent me to voicemail that stated it was after hours (it's 1:25pm CST). This experience has left me with serious doubts about your company's business practices and commitment to customer service. The dramatic price reduction offered ($8,425) raises questions about your pricing transparency, while the aggressive sales tactics, subsequent unprofessional behavior, and deliberately evasive customer service response are concerning. I request: A written explanation of the company's pricing policies, Clarification on why measurements were withheld, A response from senior management regarding the conduct of your sales representative and customer service team, Assurance that these practices will be addressed. I look forward to your prompt response addressing these concerns.

  

  Business Response

  Date: 02/25/2025

  Dear Ms. ************ name is ******* *******, and I am Director of Operations at Express Flooring. I am writing to you personally to sincerely apologize for the negative experience you recently had with our company. We received your complaint through the Better Business Bureau (BBB), and I want to assure you that we take your concerns very seriously.
  I was very concerned to read about the issues you encountered with our sales representative, ****, and our customer service team. His behavior, as you described it, is completely unacceptable and does not reflect the standards we strive for at Express Flooring. We are taking immediate steps to address this internally.

  We don't provide measurements until a project a sold, at that time the measurements are yours and we will provide them at your request. 

  Your experience with our customer service team was unacceptable. The long wait times, misdirected calls, and disconnected calls are not the level of service we aim to provide. We are reviewing our customer service procedures, including staff training and call handling protocols, to ensure that these issues are corrected immediately.

  We value your business and are truly sorry that we fell short of your expectations in the process.
  I offer a personal apology from myself.  I understand that this may not fully compensate for the frustration and inconvenience you experienced, but we hope it demonstrates our sincere desire to regain your trust.

  Thank you for bringing this matter to our attention. We appreciate your feedback and are committed to improving our services.
  Sincerely,
  ******* *******, Director of Operations, Express Flooring

  Customer Answer

  Date: 03/01/2025

  Mr. *******,

  How can you sincerely say that my concerns are taken seriously when none of your employees' actions reflect that sentiment? Company culture starts with management. Based on every interaction I had with Express Flooring, I would say customer satisfaction is low on your list of priorities. What are the standards you strive for? Your communication protocol seems to include an auto-text from "****" in management asking for feedback, but no one responds to the feedback. Then when I call customer service, I was treated as a nuisance by ****** ***** and then *******. The calls were not misdirected, it was an intentional way of getting rid of me. If **** is a real person, then that's five people who had the chance to improve my customer experience. Company culture at ********************** is one of apathy and disregard. Why is it not policy to provide a written quote? Why did **** drop the price by 33% within four minutes of the first quote?

  Do you want the texts from ****?

  

  Business Response

  Date: 03/10/2025

  Dear Ms. ************ sincerely apologize for the negative experience you encountered with Express Flooring. Your feedback is invaluable, and we deeply regret that our service did not meet your expectations.
  We acknowledge the concerns you raised regarding the conduct of our sales representative, the pricing transparency, and the communication issues with our customer service team. We understand how frustrating this experience must have been and sincerely apologize for the inconvenience it caused.
  We are committed to learning from this situation and improving our service processes. If there is anything further we can do to address your concerns, please let us know.
  Thank you for bringing this to our attention.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:02/09/2025

  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 just completed a flooring installation on 2/8/25. From the beginning this was a nightmare. The salesperson was rude but I wanted to get this done and the price fit my budget. We opted to start the project the following day as we were told its all very easy and they handle the furniture moving. First day the crew shows up on time and moved everything to the middle of my house and covered the big furniture as well as the kitchen. End of day 1 and my house is completely covered in dust which I understand is part of the process, however, the crew didnt leave until 6:00 after I was told theyre never here past 5:00. I have 4 kids and we were living in the house during this project. I finally asked them to leave because I needed to fix dinner and get my kids ready for bed. We confirm they can start the next day at 8:00 and they leave. I let the crew know I needed to use my kitchen and they I would be pulling back the covers and theyd need to recover the next day. Upon doing so I find inches thick dust on the kitchen surfaces. Under their covers. Annoyed I wiped it down and made dinner. The next day, the crew arrived at 10:00. More demo, more dust. They dont even bother to cover my dining table and chairs. Inches thick with dirt, I guess thats my problem. Additionally, the quality of their coverings was awful and I can see my couches beginning to accumulate dirt and debris as well. Demo continued and the third day they dont show up until 12:00. At this point I know we arent finishing in 4 days as promised. Fast forward to today. My house is filthy. EVERYWHERE. Hand prints on my walls, large chunks of debris washed down my tub drain, toilet not put back properly, tv cord missing and not plugged back in, dining table still covered in filth, the new floors left dirty and dusty. Dont even get me started on customer service. Cant get ahold of anyone to help. Sent multiple photos. All I wanted is for them to pay for a cleaning to undo this damage theyve caused!!

  

  Business Response

  Date: 02/28/2025

  Dear Ms. **************** you for bringing your concerns to our attention. We sincerely apologize for the challenges you have experienced during your flooring installation. Your satisfaction is important to us, and we are committed to making this right.
  We appreciate your patience as we work through the details to address your concerns. Our team is actively reviewing your case, and we are working toward a fair resolution. We will be in touch shortly with next steps.
  If you have any additional details youd like to share or any immediate questions, please dont hesitate to reach out.
  Best regards,

  Express Flooring

• Initial Complaint

  Date:02/06/2025

  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 purchased vinyl plank flooring, installation on 1/31-2/1, and furniture moving for $7,400 from Express Flooring We were told it would be a one and a half day job at most and this is in our contract. The job took 3 days resulting in missing work for the install and now the need again for these issues to be fixed. Boarded our 3 dogs for 2 additional nights, now a third would be needed for someone to come out again There are glue stains, scuffs and dirt all over the newly installed floors, left by the installer.There are glue marks and glue footprints on our tile that was not worked on, left by the installer.After "completing" the job the installer left trash, buckets of glue, a razor blade and exposed carpet tacks on the floor, posing a danger to me, my family, and my dogs The installer did not move furniture We were told to be off the floors for 24 hours after the install, the furniture was placed on the floors immediately by installer The installer provided when they would show up but was late every day. He was .5hr late on Friday, 4.5hr late Saturday, and 3hr late on Sunday Base boards have considerable damage paint was scratched Called multiple times and could not tell me when our installer would show up. I was promised a callback from a manager. I heard nothing until Wednesday morning when an agent called me said they were not a manager and I would need to wait another 24 to 48 more hours.A contractor specialist, not a manager as requested, contacted me on Wednesday 2/5 to attempt to schedule a time for the same contractor to return, and advised that he left early (9:30PM Sunday) because he was sick. So sick that he went to the hospital, but was around me and my pregnant wife. At this point I advised I did not want anyone to come out this week. They scheduled an appointment anyway outside of our availability. I attempted to call to cancel, i was told i would be called back the same day. It is now Thursday 2/6 6PM and I still have not spoken to a manager.

  

  Business Response

  Date: 02/07/2025

  I spoke with ****** ****** this evening. We have scheduled an appointment for next Saturday 2/15/25 with an arrival time of between 7 am and 9 am. to address his concerns. We will not send the same installer.  We are also negotiating a settlement which will include new baseboard and a financial compensation. We appreciate the opportunity to be able to make the corrections and complete the project. 

• Initial Complaint

  Date:02/05/2025

  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 company withdrew monies from my personal bank account without authorization and the amount was incorrect. I have pages of correspondence from the company agreeing to refund money to me, but I was never refunded. I plan to file small claims. The job was done ineptly, and the contract was breached in several different manners (time frame not met, no cleanup, no furniture was moved back, and the floors were not installed per manufacturer directions, resulting in incorrect cuts). Quarter round was placed where it was not before (this is the third floor to be installed in this house over the past 30 years) and caulking was used to offset spaces. Caulking is much darker than the wood and is very noticeable. The company stopped communicating with me over a week ago when I told them I had still not received my refund. Planking was cut INSIDE my home. My garage was cleared out for them and all vehicles moved across the street. ALL rooms in the house were covered in dust. They did not clean it up. They did not even clean/vacuum the new flooring. I had to call a cleaning company to dust the walls and everything else in the house. I have videos and pictures of all. Instead of the guaranteed two-day install, it took 8 days. My son took off work early to meet them (this cost him money) because I could not take off. I have the original contract and MANY text messages between ****** and myself (I am working on printing them out). There were so many problems during the install I was told **** ******** (market manager) would contact me. He did not. I was told *** ******* (installation manager) would call, and he did not. After I called him twice, he did call. He said he would come out. He did not. I have pictures and videos of the entire process. It was an awful experience.

  

  Business Response

  Date: 02/28/2025

  Dear Ms. ***************** you for taking the time to work with us to address your concerns. We appreciate the opportunity to resolve this matter with you.
  As discussed, we have taken the necessary steps to ensure a satisfactory resolution, and we are pleased that we could come to an agreement. If there is anything else we can assist you with, please do not hesitate to reach out.
  We value your feedback and your business, and we appreciate the opportunity to make things right.
  Best regards,

  Express Flooring

• Initial Complaint

  Date:02/04/2025

  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.

  They installed vinyl planks I was guaranteed for 50 years waterproof and I have had nothing but trouble with them installing it wrong. The baseboards were wrong. Theywere slapped up there badly. They broke my tile from another room now vinyl planks are ripping and discoloring no one from there from your project manager your field manager are notifying me at all This project has been a nightmare. A three day job has turned into a week and a half and still not done right **************** takes your information. They ask escalate your informationand still nobody calls you. I will now stop payment and freeze the account that they were going to charge until this matter is satisfied, I even go up higher than the ladder to reach anybodys boss because they protect that person as if it was the President of the United States. You cannotget a phone number. You cannot find out names to take this up higher on the ladder. Very very frustrating. I will be searching for an attorney to seeif I can do any kind of a lawsuit on this company to get this floor done right?

  

  Business Response

  Date: 02/06/2025

  Dear Ms. ***************** you for reaching out to Express Flooring and for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience you have experienced with your flooring installation. Providing high-quality service and products is our priority, and we regret that your experience has not met our standards.
  We understand your concerns regarding the vinyl planks, installation quality, and lack of communication from our team. Please be assured that we take your complaint very seriously, and we are committed to resolving these issues as quickly as possible.
  We are sending a project manager to inspect the vinyl planks, baseboards, and the tile that was damaged during installation.  If any mistakes were made during installation, we will ensure they are corrected at no additional cost to you.
  We sincerely apologize for the lack of responsiveness. We are reviewing our internal processes to ensure that escalation requests are handled properly and that customers receive timely updates. Moving forward, we will designate a direct point of contact to ensure you receive consistent communication.
  Our team is prepared to schedule the necessary corrections to complete your flooring installation to your satisfaction.  We will schedule with you as soon as the inspection is complete.
  We understand your frustration, and we want to restore your confidence in our services. A member of our management team has been in contact with you directly to discuss the next steps and schedule any necessary repairs.
  Again, we appreciate your patience, and we are committed to making this right.
  Sincerely,
  Express Flooring