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

  
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  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

  4201 S Santa Rita Ave Ste 101 Tucson, AZ 85714-1893

  

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:02/04/2025

  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

• 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.

  The install 2nds and 3rd rated tile this is not the tile they showed us the tile has chips on over 35 tiles and is discolored and they did not fill the grout in all areas. This tile is not the tile they show us We want a full refund and money to replace baseboard and want the tile removed

  

  Business Response

  Date: 02/25/2025

  We have job site inspection with ROC 2/26/2025.  Looking forward to reaching resolution with Mr. *******

• Initial Complaint

  Date:02/01/2025

  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.

  On 1/17/25, we contracted for engineered wood floors upstairs, including the stairs with white risers, new baseboards, full demo, & furniture moving. **** ****** (sales) assured us the floors were waterproof, & that transitions for the stairs were necessary, claiming the flat stairs were unsafe. Despite this, he measured the stairs multiple times & confirmed there were no issues. Demo started on 1/20, expected to finish by 1/23. The installer laid two rooms & landing with laminate flooring, not engineered wood as contracted. On 1/22/25, we visited Floor Express, where **** insisted (over the phone) the laminate was an upgrade, not what we originally agreed upon. ****** ********* (manager) showed us a change order form we never signed, including a forged signature, & apologized. He offered a partial refund & provided a new change order that included the stairs & white risers. Despite this, we continued to experience errors: two different crews, incorrect lot numbers of vinyl flooring, wrong baseboards, & incomplete work. By 1/25/25, we were told our home wasnt a priority. ****** needed a custom order, requiring $850. As of 1/27/25, all work was halted. The stairs remain demoed, no crews have returned.The stairs were clearly included in original contract, as they were visible when measuring, with the carpet pulled back. The job is unfinished, & we are seeking resolution for the misleading representations & incomplete installation. We believe **** intentionally misrepresented the stairs as laminated, knowing they would require transitions.This has left us with an unfinished job that is critical to our ****** home, which serves children with high needs. We are held to state standards that must be upheld for their safety and well-being.Despite our repeated emails, videos, and clear documentation, Express Flooring has ignored us. They promised to consult with the team but have failed to follow up. This delay is causing ongoing disruptions & needs immediate attention.

  

  Business Response

  Date: 02/06/2025

  Dear *** and Mrs. **************** you for bringing your concerns to our attention. We sincerely apologize for the challenges and frustration you have experienced with your flooring project. Our goal is to ensure every customer is satisfied, and we regret that your experience has fallen short of our standards.
  We have reviewed your complaint, and the issues raised, including concerns about material discrepancies, project delays, and communication breakdowns. Please know that we take these matters very seriously, and we are committed to addressing them as quickly as possible.
  We have ordered the necessary material to complete your project and will perform the necessary work at no extra charge to you.

  We will prioritize your project, and we're scheduled to be out to you next week to complete these remaining tasks
  We acknowledge the communication issues you have faced and will assign a dedicated representative to keep you updated on every step moving forward.
  We understand that your home serves as a ****** care residence, making the timely resolution of this project even more critical. Our team is prepared to expedite the necessary corrections to ensure the safety and well-being of your household.
  Again, we appreciate your patience, and we are committed to making this right.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 02/13/2025

  This is the email I just sent them it a disaster this floor is a mess I just sent this the number is #******** as the installer asked me to sign the completion at 1pm when I had to leave for medical after non one communicated with us that they were not going to meet the target completing of the work.  Then they tried to pressure the adult I left here in my home to be present for the project but that adult said to us that they could clearly see the issues and wanted no responsibility of this mess.  I am gonna try to call I am at work and they have strict phone policies.  Thanks for your help, I believe you all reaching out is what got them to come and attempt to finish thanks for any help you can offer. 
  
  
  
  Thanks, 
  
  ****** Walter 
  
  
  
  
  
  Dear ******* and Juliet,
  
  Were reaching out with concerns about the recent flooring installation at our home. While were not flooring experts, several issues stand out, and wed appreciate clarification on the next steps to complete the job.
  
  Baseboards & Finishing: The baseboards appear scraped and pieced together, and there is ***** paint/caulk in various areas, including tile and vinyl tile sections. Since these areas cannot be easily concealed, wed like to understand whether this is a final step or if further work is needed.
  Floor Joints & Staircase: The floor joints on the custom stairs are uneven, with some areas raised and sharp. Additionally, there are visible nail holes and gaps filled with ***** paint/caulk. While progress was made on the staircase, these finishing issues raise concerns about the quality of the work done yesterday, despite an adult being present to ensure the job wasnt rushed.
  Door Molding: The molding was cut to fit the incorrect floor initially, leaving noticeable gaps that make the installation appear incomplete.
  Project Completion & Communication: The scheduled completion date of 2/11/25 was missed without any communication. An adult was present in our home, yet work remained unfinished. Additionally, we had medical commitments on 2/12/25 at 1 PM and expected better communication regarding delays.
  We have tried to be patient and even overlooked previous issues, including a cracked tub surround and damaged subway tiles during demo, as well as cracked tile on the main floor. However, after three flooring attempts and ongoing concerns, we need a representative from your company to inspect the work firsthand. We want to ensure all concerns are addressed now, rather than raising additional issues later.
  
  Please let us know when we can expect an in-person review and resolution. We look forward to your prompt response.
  
  
  
  **** and ****** ******
  *******************************
  

  

  Business Response

  Date: 04/11/2025

  Dear *** and Mrs. ************* wanted to follow up and confirm that the final repairs for your flooring project were completed on April 7, 2025. We appreciate your patience throughout this process and hope that the work meets your expectations.
  If you have any further questions or concerns, please dont hesitate to reach out. We value your business and appreciate the opportunity to make things right.
  Best regards,
  Express Flooring

• Initial Complaint

  Date:01/28/2025

  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.

  Oh where do I begin. The salesman assured us that the installers were Express Flooring employees and would have on shirts identifying as such and that they would move our furniture no problem. First I was contacted about coming out the day after as someone was sick. Ok no problem. When the installers arrived there were only two men, neither of which had on any identifying they were with Express Flooring. They were not aware of having to move any furniture. They moved the furniture in the living room and then one of the workers left leaving only the one guy. As he was working on the job he informed me that he would not be able to do the two bedrooms that day and would have to come back the next day. They return the next day to finish. Once done they inform me that some one will be out to pick up the carpet. As we begin looking around we find all kinds of mistakes. Carpet in the two door ways were left jagged, master bedroom was not tacked down at the door way and in the living room there is a seem down the middle that was not that way with my previous carpet. I have called three times, each being told it will be sent to a manager and that someone would be out to pick up the old carpet. I am still waiting for these things.

  

  Business Response

  Date: 01/29/2025

  Dear Ms. ***************** you for contacting Express Flooring and the Better Business Bureau regarding the recent installation of your new flooring. We sincerely apologize for the significant issues you encountered, including the unprofessionalism of the installers, the incomplete installation, and the lack of communication.
  We understand your frustration and disappointment, and we take full responsibility for these shortcomings. This experience falls far below the high standards of service we strive to provide our customers, and we are committed to resolving these issues to your complete satisfaction.
  A member of our management team is currently reviewing your project, and he will be in touch with you shortly to address the situation.
  We understand the importance of regaining your trust and confidence in Express Flooring. We are committed to taking all necessary steps to rectify the situation and ensure a positive experience moving forward.
  Sincerely,
  Express Flooring
  

  Customer Answer

  Date: 01/29/2025

  This is the same response I have gotten the last few times I have talked to them, yet still no phone call

  

  Business Response

  Date: 02/04/2025

  Dear Ms. ************** are writing to sincerely apologize for the unsatisfactory experience you had with your recent flooring installation. We have reviewed your complaint with the Better Business Bureau and are deeply sorry for the inconvenience and frustration this has caused.
  At Express Flooring, we strive to provide high-quality products and services, and it appears we fell short of those standards in your case. We take full responsibility for the miscommunication, the installers' lack of professionalism, and the issues with the installation itself.
  A member of our team spoke to you earlier and we are scheduled to go out next week to take care of these concerns.
  We value your business and appreciate you bringing this matter to our attention. We are committed to resolving this issue to your complete satisfaction and regaining your trust in Express Flooring.
  Sincerely,
  Express Flooring
  

  Customer Answer

  Date: 02/05/2025

  
  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:01/22/2025

  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.

  We had our flooring installed less than 2 years ago. Early November my husband and I noticed some planks lifting and as a result of the lifting they started to break in the corners. We reached out to them for repair and after an inspection they told us it was site related and not related to installation or manufacturing. I reached back out to them to ask how walking on my floors caused these planks to lift and to please explain how this is site related. I got no email back. So I decided to reach out again via phone call. I was told they would call me back and they never did. This was in November. Since their initial inspection I have had 3 more areas around my house start to lift/break. I just want the lifted/broken planks to be replaced. I really wanted to speak with them to hear their explanation but they would not call me or email me back.

  

  Business Response

  Date: 01/28/2025

  Dear Ms. ***************** you for bringing your concerns to our attention. We value all feedback as it allows us to continuously improve our service and customer experience.

  I'm confident that our operations manager, that has been in communication with you will be able to address your concerns.

  Thank you,

  Express Flooring

• Initial Complaint

  Date:01/20/2025

  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.

  Signed a contract with Express Flooring to have carpet installed on 1/19/2025. Carpet was never installed and no communication of any delay with no show of contractors to install. Spoke to the design consultant with the promise it would be taken care the following day 1/20/25. No communication or update from design consultant on 1/20/2025, except that it is his day off and he doesnt have any control over what the operations portion of the company does, which is absolutely not what he sold me when I signed the contract for the installation. He reassured if I couldnt get a hold of operations or customer service in any form or fashion he would handle it. After the initial no call of setting up an appointment. I began looking deeper into the reviews of this company with its negative reviews and now feel extremely uneasy about my decision to trust this company to uphold their values.

  

  Business Response

  Date: 01/22/2025

  Dear Ms. ******************* you for contacting Express Flooring and the Better Business Bureau regarding the missed installation appointment on January 19th, 2025. We sincerely apologize for the significant inconvenience and frustration this has caused you.
  We understand your disappointment and the impact this has had on your expectations. We take full responsibility for the missed appointment and the lack of communication regarding the delay. This is unacceptable and falls short of the high standards of service we strive to provide our customers.
  At this time we have cancelled your order per your request. 

  Sincerely,
  Express Flooring

• Initial Complaint

  Date:01/16/2025

  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.

  Concrete overlay was paper thin. Defeated any purpose. I was promised that appliances and bathroom sink and toilet and washer and dryer - doors and track would be removed and put back by the installers. They reinstalled the washer but didnt connect hoses. I didnt know so it flooded the new floor when I washed. Baseboards were damaged and floor gifted in some areas. It Flooded the closet which had a rug and it got moldy. This ruined pictures and shoes. Also the toilet and sink no longer fit because they were too tall. They left toilet too tall so it leaked. and the sink didnt fit either. They didnt put back the closet doors and track. They told me to call a plumber to reinstall toilet and sink correctly. I paid $1100 down payment. I was offered $500 by company for my troubles. It cost me $900 to remove and ***lace molded rug and $500 for plumber to reinstall toilet and sink correctly. Sink had to be cut down. and he also ***laced doors and track. I Expect $1400 off my balance. I have videos and pics to prove my statements. I was ignored by my sales *** named ***** at ************

  

  Business Response

  Date: 03/04/2025

  Dear Ms. ************* sincerely apologize for the issues you have encountered with your flooring installation and the difficulties in resolving your concerns. At Express Flooring, customer satisfaction is our top priority, and we regret that our service did not meet your expectations in this instance.
  We are reviewing your complaint in detail and a member of our LV team will be in touch with you.
  Best regards,
  Express Flooring

• Initial Complaint

  Date:01/16/2025

  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 base trim is not completed correctly. Its unfinished, primarily in one bedroom, and looks tacky. For the price paid it should be a stellar job. Its far from that. I have had numerous people make negative comments about the job done. I want it redone professionally, and immediately. Otherwise Im afraid that this company will be getting a VERY negative review on social media. They already have underwhelmed my friends and family, many of whom are business and medical professionals that would normally be looking for flooring upgrades.

  

  Business Response

  Date: 01/22/2025

  Dear Ms. ****************** you for contacting Express Flooring and the Better Business Bureau (BBB) regarding the unfinished base trim in your bedroom. We sincerely apologize for the inconvenience and the quality of work that fell below our standards.

   We understand your concerns regarding the unfinished base trim and the negative impact this has had on your experience. We take full responsibility for this issue and are committed to resolving it promptly and to your satisfaction.  

   Here's what we're doing to address the situation:  We are scheduling a visit to your home to complete the base trim installation to your satisfaction.  You will be hearing from our local team soon, if you haven't done so already.

  We understand the importance of a positive customer experience, and we sincerely apologize for the shortcomings in this project. We value your business and are committed to regaining your trust.
  Please don't hesitate to contact us directly if you have any questions or concerns.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:01/15/2025

  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.

  I had partial flooring completed in July and August 2024. I had flooring done in my kitchen, hallways, and bathrooms. I was going to have my living room and three bedrooms floored at a later date. I was told by salesperson **** ******** that I wouldn't have to pay any more than what I am paying now to get the additional rooms ********** December 2024, **** came over to my house and told me that Express Flooring would now be using a new manufacturer and I would have to use different flooring for $30.00 more a month. The new flooring for the other rooms would not match the previous flooring.I called Express Flooring to arrange my payments to only include what has been previously completed, and I told them that I would use another contractor and purchase the original manufacturer flooring to match the flooring I have now.I am told by Express Flooring that I would have to purchase an additional contract and additional amount to get flooring done for my living room and three bedrooms. That is not what I was told by **** ********. He said originally that I wouldn't have to pay any more money to complete flooring for the rest of the house. I currently have seven extra boxes of flooring laying in my living room since August for the flooring of the living room and bedrooms.I am paying over $445.00 monthly for my flooring. I would not be able to afford money for additional flooring, which I told **** in July 2024. The total amount for the flooring currently is $29,821.00, which I was told was for the whole house.I have tried to speak to a sales manager to go over this matter, but after leaving messages, I have not gotten a call back from them. I felt that I was lied to about the amount of the flooring for the whole house and I was also mislead about the original flooring that was used in July and August. **** told me that I could use the same flooring for the rest of the house at a later date and time, without paying any extra.

  

  Business Response

  Date: 01/17/2025

  Dear Mr. ***************** you for contacting Express Flooring and the Better Business Bureau (BBB) regarding the discrepancy in communication about the additional room flooring. We apologize for any confusion or frustration this may have caused.
  We've reviewed the details of your complaint, including the contract and your discussions with our salesperson.
  The original contract clearly states the scope of work and pricing for the completed rooms. It does not include the living room and bedrooms.
  We'd like to offer two options to address this situation:
  Revised Contract for Additional Rooms: We can provide a revised contract specifically for flooring the living room and three bedrooms. This contract will clearly outline the new material costs and payment terms. You can then decide if you'd like to proceed with Express Flooring at the adjusted price.
  We understand your desire to use the same flooring material throughout your house. Unfortunately, due to the manufacturer change, that may not be possible. However, we can offer a selection of similar-looking alternatives within your budget.
  We value your business and want to ensure a fair and transparent resolution. Please let us know which option you prefer, or if you'd like to discuss this further. We're committed to finding a solution that works for you.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 03/26/2025

   

  I would like to have what was originally offered to me, to have the whole house finished with the original flooring that I started with.  I do not have the funds to pay any additional cost to complete the job I started.  As I told the salesman **** ******** before, I am a senior citizen with a fixed income.  He told me that I could have the entire house floored for the total amount of over $29,000.00:that I am paying now with the flooring I originally picked out.

   

  

  Business Response

  Date: 04/01/2025

  Dear Mr. ***************** you for following up regarding your flooring installation with Express Flooring. We understand your concerns and appreciate the opportunity to address them.
  After reviewing your case again, we want to reiterate that the original contract covered only the kitchen, hallways, and bathrooms. The additional rooms were not included in the original pricing, and unfortunately, due to manufacturer changes, the exact flooring used previously is no longer available.
  That being said, we want to work toward a fair resolution. We can offer the following options:
  Comparable Flooring Option While we can no longer access the original flooring, we are happy to provide a selection of similar flooring options at a price point as close as possible to your current contract.
  Flexible Payment Options If affordability is a concern, we are open to discussing financing options to assist with the completion of your flooring project.
  Goodwill Adjustment Although we cannot commit to covering the full cost of additional flooring, we are willing to explore a potential discount or other goodwill adjustments to help mitigate the added expense.
  We value you as a customer and want to find a solution that works for you. Please let us know how youd like to proceed, and wed be happy to discuss the details further.
  Best regards,
  Express Flooring

• Initial Complaint

  Date:01/15/2025

  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.

  Purchased our floors in 2023. Recently we noticed several spots that are bubbling up and peeling. We got our inspection sometime mid November. About a month after the inspection, we received an email from ***** ****** who said they would not be covered by warranty. The only way it wouldnt be covered by warranty would be if it is something we caused. There is no heavy furniture in the area and the spots are all very random where the joints on the flooring is broken. I have been calling and emailing for the past month 12/14-1/15 and have gotten zero responses from the numerous attempts I have made via email and calls.

  

  Business Response

  Date: 01/22/2025

  Dear Mr. ***************** you for contacting Express Flooring and the Better Business Bureau (BBB) regarding the warranty on your flooring. We sincerely apologize for the inconvenience caused by the bubbling and peeling issues you're experiencing, and for the lack of response you've received from our customer service team.
  A member of our team is currently reviewing your order details and warranty information.  You should also be hearing from us soon if you haven't already to discuss options to rectify the issue.
  Sincerely,
  Express Flooring