Complaints

This profile includes complaints for Express Flooring's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Express Flooring

  4110 W Washington St Ste 100 Phoenix, AZ 85009-4623

  
• 

  Express Flooring

  3219 N 66th St Ste 7 Scottsdale, AZ 85251

  
• 

  Express Flooring

  9524 W Camelback Rd Ste C130 Glendale, AZ 85305-3112

  
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  Express Flooring

  16165 N 83rd Ave Ste 200 Peoria, AZ 85382

  
• 

  Express Flooring

  1910 S Stapley Dr Ste 221 Mesa, AZ 85204-6680

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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.

  I feel like I have been taken advantage of by express flooring. They told me and I signed for 0% interest for the 1st year I called the lender they said the interest is going to start at first payment. They told me my floors would be done on three days it took them almost two weeks. My baseboards and carpets were not tacked down and left. They are working with another man who had been doing my floors and they have no communication with him. He is currently doing a job in **** and they expected him to be at my house to do my floors in ******** nm.

  

  Business Response

  Date: 01/20/2025

  Dear Ms. ******************* you for contacting Express Flooring and the Better Business Bureau (BBB) regarding your recent flooring installation. We sincerely apologize for the inconvenience and frustration you've experienced.
  We understand your concern about the 0% interest financing offer. We take responsibility for any miscommunication that may have occurred. Our team is currently investigating this matter and we'll ensure you receive accurate information about your loan terms. We will contact you directly to clarify the interest rate and make any necessary adjustments associated with your loan.
  We apologize that the installation project took longer than expected and that your baseboards and carpets were left untacked. This does not meet our quality standards. We are currently investigating the communication issues between our scheduling team and our installer.  These issues should've been fixed when we were out there on 1/15.  If they weren't please contact the team and we'll be out there promptly.
  We appreciate your patience and understanding. We value your business and want to regain your confidence in Express Flooring.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 01/29/2025

  I am rejecting the business response because Express Flooring has failed to resolve my issue.
  Monday January 20 a man called me from Express Flooring stating he would fix the interest rate to 0% for the first year and would call me back that day. I am writing to you on Monday January 27 with no response from Express Flooring. My first payment for my tile is 2/13.
  My desired solution would be for them to keep their promise of the 0% interest for the first year like they promised me and also what they have advertised all over their website.
  This company has been a hassle and I wouldnt recommend them. I feel like Ive been taken advantage of. There is no communication unless it has to do with a sale. That does not make a good business to me. I feel like consumers appreciate honesty. I feel like this business lacks that. It took them over two weeks to come re-grout my tile. They were suppose to fix my baseboards but that still had has not happened. Also, the day the man  was suppose to come re-grout my tile was on 1/16 and thats what I was scheduled for. Express flooring called me a week prior to schedule this appointment. I adjusted my work schedule so I could be home that day. The man called me the day before and said, they barely told me  today that I needed to fix your floors  and I cant come Im doing a job in ****, ** I was like ok well I work the next few days.  He said he could come Sunday. Im a full time night nurse and got off work and I had to stay awake, I missed my moms birthday amongst many  things. Again lack of communication.  Please help me resolve this issue I just want them out of my life. 
  
  Thank you,
  ****** Rodriguez 

  

  Business Response

  Date: 02/04/2025

  Dear Ms. ******************* you for reaching out to Express Flooring and for your patience while we address your concerns. We sincerely apologize for the frustration and inconvenience you have experienced throughout this process.
  We understand that the financing terms did not align with what you were initially expecting, and we take this matter seriously. We are actively working with the lender to resolve this issue and will provide a follow-up with a clear resolution regarding your 0% interest financing. We deeply regret any miscommunication and will ensure that we follow through on our commitments.
  Like I mentioned in our direct conversation, I will be in direct communication with you throughout this process.
  If you have any further concerns, please let me know. We appreciate the opportunity to resolve this matter.
  Sincerely,
  ******* *******
  Express Flooring
  Director of Operations

• Initial Complaint

  Date:01/14/2025

  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.

  On 11/2/2024 I hired Express Flooring to install *** in my home. At the time there was a "sale" going on that indicated if you bought 3 rooms you would get 2 free or something along those lines. I was finally ready to take the plunge and spend my hard earned money and a make this investment so I allowed the measuring and quote from the salesperson to make my final decision. I asked for a breakdown to see the discounted rooms and he showed me a total amount around $72,000 before all the applied discounts and what appeared to some sort of breakdown of charges. After all those discounts were applied I was shown a final price near $27,000 at which time a decided to make some changes and have the *** removed from my Master and guest bedrooms which brought the price down to near $23,000 which was where I was more comfortable spending. After taxes where added back to the price it gave me back a total closer to the $27,000. * Please note these are approximations from memory but it is the basis for more complaint. The project was to begin on 12/7/2024 and was riddled with issues from the start. I don't have enough characters to describe the issues that occurred but my main complaint currently is that I called to request an itemized receipt and was met by a very rude person on the phone name *****. She explained that they can't provide such a receipt and I requested alternative solutions and she refused to offer any other solutions. This is a prime example of all of my communications with this company. They are either rude, you are unable to get in contact with them or they give you incorrect information. I would not recommended them to my worst enemy. I need assistance in getting a breakdown of what I paid in taxes since I know some of the contract amount includes taxes. If I don't receive such information I will request that a formal investigation be brought upon this company to see how those tax dollars were used. Thank you.

  

  Business Response

  Date: 01/17/2025

  Dear Ms. ******************* you for contacting Express Flooring and the Better Business Bureau (BBB) regarding your request for an itemized receipt for your LVP flooring installation. 

  We don't tipically provide a line-by-line breakdown of materials, labor costs and taxes within our contracts, rather we only provide an all-inclusive price.

  We apologize for any inconvenience this may have caused you.  If there is anything else we can do to assist please don't hesitate to call us.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 01/22/2025

  Thank you for your response. While I understand that you don't typically provide itemized receipts for totals, your response indicates there are taxes included in the total price like I mentioned. I am only asking to be provided with the total tax amount I paid with in the total price so I can use that for my own tax purposes. Since taxes were paid, I believe I am entitled to documentation of that. If nothing is provided, I will move forward with a complaint to the *** since that does not seem fair and I feel as if I was lied to by the sales person when I asked about the tax amount in my total contract price. Thank you for your time.  

  

  Business Response

  Date: 01/28/2025

  Dear Ms. ******************* you for contacting us again on this matter.  
  We apologize for the wording used before that might have make you believe that taxes were charged in your flooring purchase.  In *******, repair or installation charges are not subject to transaction tax, therefore your services including the product attached to the order we're not taxable. 
  Again, we apologize for any inconvenience this may have caused you.  If there is anything else we can do to assist please don't hesitate to call us.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:01/08/2025

  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.

  The original installation date was scheduled for 1.2.2025. When no one showed, we called the "supervisor" we had been working with and he advised there was a mixup in paperwork and they would be there the 3rd. They showed up after their scheduled window timeframe, but did stay late that day to get 3 of the 5 areas done. The next day, they showed up to install the bedroom flooring. They were short material for the master closet, so they would need to come back the following day to complete. That evening, we noticed a large gap between the baseboard and floor in the master bedroom, and a hollow area/movement/air bubble parallel to that gap. We informed the supervisor, who said they would repair it when they came the next day to do the master closet (along with caulking that was promised in the consultation that was also not done). When the workers arrived, I pointed to the gap and asked if they'd also be repairing that (there was a massive block in communication as they spoke no English and I cannot speak Spanish). They nodded their head yes. After a few hours, they finish up, and the gap appeared to be gone. Once they were out, I pushed down to ensure it was fully filled and the airpocket was gone. The gap was still there (though, not as obvious), and no work had been done on the air pocket. We sent the supervisor a video of the sound the floor made and uneveness. He ensured they'd be back today between 9am and 11am (1/8/25). My name was nowhere on the original contract, only my spouse's, but they did ask me to sign after they completed the master closet. I thought this was to acknowledge the flooring had been laid- I did not realize this was a final sign off. I am not who signed the contract, so didn't think I'd be signing off. At this point, we let the supervisor know we would do the caulking if they could just repair the airpocket. It seems like they did not level the floor as promised in the contract. We have not heard any response since yesterday.

• Initial Complaint

  Date:01/03/2025

  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 bought a 40-year warrantied carpet for all my bedrooms 6 months ago from Express Flooring. The carpet is already terribly worn, and their feels like no padding is there at all. Express Flooring did come out and tell me that the carpet is defective and will need to be replaced. I've called them every week for the past 5 weeks to get this resolved and they've now told me that they are just an installer, and the manufacturer will have to fix it which could take 8-12 weeks, and they might come back after that time and tell me that there is nothing they can do. Express is taking no responsibility at all for this entire interaction. I've asked for a refund, and they keep giving me the runaround and telling me that someone will call me back and never does. At this point I believe this is fraudulent company that misrepresented themselves in several ways and I'd like to move on with another company for carpet. Thank you in advance for your help here, ******* *****

  

  Business Response

  Date: 01/09/2025

  Dear Mr. ****************** you for bringing this matter to our attention. We are truly sorry for any inconvenience that you have experienced. We will do everything we can to resolve the issue as quickly as possible.

  As we have communicated, we have opened a claim with the manufacturer to get this matter resolved.
  If you have any further questions or concerns, please do not hesitate to contact us.
  Sincerely,
  Express Flooring

   

• Initial Complaint

  Date:12/30/2024

  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 used Express Flooring for new carpets on 04/23/2024 for the first time ever. During our consultation we were told by the sales **** ****, that our 30 warranty on the carpets were transferable one time so if we needed to move we can transfer the warranty to new owners.We are now looking to move in 12/2024 and were told by Express Flooring they no longer have that warranty in effect and havent for some time. Baffled by this, we asked to speak to the sales manager who told us there must have been a misunderstanding or miscommunication when we spoke with ****. He THEN claimed there is a 90 day warranty that can be transferred in that time frame. This was NOT communicated to us. How am I, the customer, able to recite an outdated sales pitch that I was only made aware of when their saleswoman told me THIS YEAR? This is a deceptive and unfair practice used to close the deal. Never was this 90 day timeframe shared with us.We wanted the warranty we were told about originally, honored, and were told there was absolutely nothing that could be ******* not use Express Flooring as they do NOT provide clear information and ASSUME its on the customer for misinterpreting the false information provided. We didnt misinterpret anything. We were given false information so they can make a sale. They take no accountability and thats not a business I would use again or refer to anyone.

  

  Business Response

  Date: 01/14/2025

  I apologize for your frustration on finding out the that the lifetime labor warranty isnt transferable. Unfortunately, our lifetime warranty is tied to the original purchaser and cannot be transferred to another person. If theres anything else we can assist you with or if you have any other questions, please don't hesitate to reach out to us.

  Thank you,

  Express Flooring

  Customer Answer

  Date: 01/14/2025

  We are the original purchaser, and your salesperson misled and deceived me into a benefit for your product. We are moving and were hoping to use the transferable warranty as a selling point, but cannot now. This is very unsatisfactory, and my issue is not resolved.

  

  Business Response

  Date: 01/20/2025

  Dear Mr. ************** you for contacting Express Flooring and the Better Business Bureau (BBB) regarding the warranty on your carpets. We sincerely apologize for the confusion and disappointment caused by the miscommunication about the transferability of the warranty.
  We understand your frustration, especially since you were expecting the warranty to be transferable to the new homeowners. We acknowledge that there might have been some miscommunication, and we are taking steps to ensure this doesn't happen again. We will be retraining our sales team to clearly communicate our warranty policy.
  Our warranty policy states that the warranty is not transferable. It applies only to the original purchaser and the residence where the carpet was installed.  Please refer to our website ***************************************************************.
  We value your business and apologize again for the inconvenience caused by this misunderstanding.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:12/27/2024

  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 used Express Flooring and had the worst service experience of my life. First off we were told this would be completed in 1 day - on the scheduled day of install there were multiple miscommunicaiton calls about timing. They finally showed up around 2pm on a Thursday to do the entire install. They did not have enough capet to finish the job and I was told they would be back the next day to finish the job. Upon inspections - they installed the WRONG carpet in 3 of my 4 rooms and master closet. I tried to contact support to no avail - no one answers the phone there and when you do get a human on the line, no one has a clue what's going on. I was told they would be out the next day to inspect - that did not happen and no one could be reached on Friday. I had rolls of carpet and padding piled up in my master room the entire weekend. I finally reached someone on Monday to discuss and it was confirmed the wrong carpet was intstalled. We decided that it was easier to just finish the job with the wrong carpet and was told they would be out Tuesday to finish out the master. - They then came to finish the 4th room and they installed ANOTHER wrong carpet! . Took me 2 days to figure out a resolution with support again - they then Had to come tear that out carpet and re-install the agreed upon wrong carpet. **************** is a nightmare, cant get answers from anyone, tried to go up the chain and ask for a credit for the 2 week disaster they caused only to have a regional manager argue with me and pretty much tell me I was stupid if I thought I was going to get more than a $500 credit. Read the online reviews of this place people and stay far, FAR away from this business!

  

  Business Response

  Date: 01/14/2025

  We sincerely apologize for the inconvenience caused by the recent carpet installation. We understand that you had a negative experience, and we take your concerns seriously.
  We have investigated the matter and reviewed the details of your complaint. We have also spoken with the team members involved in the installation.
  We acknowledge that there were some miscommunications and errors during the installation process. We have taken steps to address these issues and prevent them from happening again in the future.
  We would like to offer you our sincere apologies for the inconvenience caused. We are committed to resolving this matter to your satisfaction. We would like to discuss the best way to resolve this issue and offer you a satisfactory outcome.
  Please feel free to contact me directly at ************ or **********************************************************************************
  Thank you for your patience and understanding.
  Sincerely,

  ******* *******

• Initial Complaint

  Date:12/27/2024

  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.

  - We paid $15,849.22 (over two transactions) to have our upstairs refloored in December 2023 - In approximately September/October 2024, we noticed fraying of our stairs, specifically, that has continued to worsen progressively - The quality of the carpet is poor and has not held up to mild/normal use for nine months - We contacted Express Flooring without action in September and October 2024 - In November 2024, we finally received a response and a case was opened regarding the damage - Express Flooring continued to lack urgency and communication regarding the issue, all actions require excessive prompting on our part - Inspectors arrived 12/10/24 and indicated all the carpet would need to be replaced and someone would be in contact the following day - Despite multiple calls and emails to customer service with requests to escalate the case and speak with someone in management no communication has been received from Express Flooring - Lack of communication, resolution, and action on Express Flooring's part is completely unacceptable

  

  Business Response

  Date: 01/14/2025

  We apologize for any inconvenience; we want to resolve any issues quickly to avoid any further frustration from your part.  Our Operations Manager will be reaching out but I believe he has already, Please check your email from communication from him. Could you please check your inbox and spam folder to ensure our messages arent being missed? If you havent received anything, please let us know so we can update your contact information. Thank you for your understanding!

  Customer Answer

  Date: 01/14/2025

  The Operations Manager has asked for a professional cleaning receipt.  We have responded with two voicemails and one email that we do not have one.  Professional carpet cleaning companies will not provide a quote or clean the carpet because they do not want to be liable for the existing damage.  The issue is related to poor quality and fraying carpet, not carpet cleanliness. 

  

  Business Response

  Date: 01/22/2025

  Dear Ms. ****************** you for your email and for bringing this important point to our attention.
  Regular professional carpet cleaning is crucial for maintaining the integrity of your carpet and is often a requirement for warranty coverage.
  If a claim is submitted to the manufacturer for any reason, we need to submit proof that proper maintenance (carpet cleaning) has been performed.
  We apologize for any inconvenience this may cause you.
  
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 01/22/2025

  We are still attempting to get a company to clean the carpet but we have no authority to force them to do so and understand why they would not be inclined to do so given the poor quality of the carpet.  If we are able to get someone to clean it we will provide the receipt at that time.  Carpet cleaning at nine months should never be required to prevent fraying. 

• Initial Complaint

  Date:12/27/2024

  Type:Sales and Advertising 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.

  In February 2024 I paid $3,064.44 for the materials and installation of laminate panel flooring which included a life time warranty. By November 2024, the flooring had shrank and separated and was no longer viable. I called ***** ******, the service manager, to use my lifetime warranty and have a new floor installed or my current flooring fixed. She REFUSED to honor either option stating I had to pay to receive another new floor. That defeats the purpose of a lifetime warranty for defects in the flooring.

  

  Business Response

  Date: 01/17/2025

  Dear Mr. ****************** you for contacting Express Flooring and the Better Business Bureau (BBB) regarding the issue with your laminate flooring. We apologize for the delay in responding and any inconvenience it may have caused.
  We understand your frustration with the gaps that developed in your Arizona room flooring. After reviewing the details and photos you provided, it appears the high temperatures in that room likely caused the laminate planks to expand and contract excessively, leading to the gaps.
  While we strive to provide exceptional customer service and honor our warranties, laminate flooring is susceptible to temperature fluctuations. Our installation guidelines clearly state the recommended temperature range for optimal performance (typically between ***** degrees Fahrenheit). Unfortunately, exceeding these recommendations can void the warranty coverage for heat-related issues like gapping.
  We appreciate your understanding of these limitations. However, in an effort to find a solution that works for you, we'd like to offer the following solution:
  Discounted Reinstallation: We can provide a discounted quote for reinstalling the laminate flooring in the Arizona room. This would involve removing the existing flooring and installing a new product.
  We understand this option may not be ideal, but it represent our best effort to address the situation while considering the warranty limitations.
  We value your business and want to ensure your satisfaction. Please let us know if you'd like to proceed with this option, or if you have any questions. We're happy to discuss this further and explore any additional solutions that might be feasible.
  Sincerely,
  Express Flooring
  

  Customer Answer

  Date: 01/17/2025

  when the salesman came to my home and we discussed flooring and choose laminate flooring I WAS TOLD LIFE TIME WARRANTY AS LONG AS I OWN MY HOME WE WILL REPAIR OR REPLACE AS NEEDED. Nothing was told to me about the manufactures warranty. Send me the original contract dated telling me that

  

  Business Response

  Date: 01/22/2025

  Dear Mr. *************** understand that you were informed of a "lifetime warranty" during the initial sales consultation. We want to clarify that while we strive to provide excellent customer service, our lifetime warranty is a lifetime labor warranty, which warrants to the Owner that the installation work performed by Express Flooring will be free of defects due to workmanship for as long as Owner owns and resides in the home where Express Flooring performed the installation.  This warranty covers labor only. It does not take the place of or affect the manufacturers warranty on the material used.

  We have this public on our website for your review at ***************************************************************************;

  We value your business and want to ensure your satisfaction. Our previous offer still stands.  Please let us know if you'd like to proceed with that option, or if you have any questions. We're happy to discuss this further and explore any additional solutions that might be feasible.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 01/23/2025

  absolutely not. It was told to me by ***** ****** I have a life time warranty anything happens it would repair or replace. NOTHING WAS EVER TOLD TO ME ABOUT MANUFACTURES WARRANTY. My floor moved the first of Nov. the temp. The first week of Nov. was between 80 and the mid 60s my windows and doors were open ceiling fans on. Your inspector wrote a bogus report. To cover your a** If my floor would have moved during the summer we would have been talking then. My daughter was here. She is a witness

  Customer Answer

  Date: 03/27/2025

  
  Better Business Bureau:
  
  Good morning yes its been resolved I got all my money back. Without Darlenes help it probably wouldnt have happened 
   
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:12/26/2024

  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.

  In January 2023, Express Flooring installed luxury vinyl plank flooring in my home. I chose this company because of its advertised commitment to quality workmanship and proper installation standards, including removing old flooring prior to installing new flooring. Unfortunately, less than two years after installation, the floors have begun showing significant defects, including:Planks separating at the seams Bowing Clicking sounds when walked on On December 5, 2024, I contacted Express Floorings manager, ***, to report these problems. I specifically requested that the original installer not return to perform repairs due to the poor quality of their initial work and past repairs. However, I was met with indifference to my concerns. On December 9, 2024, I sent a follow-up email, prompting *** to respond on December 12, 2024. He arranged for an inspector to visit my home on December 13, 2024. The inspector took photographs and confirmed the defects but stated she was only authorized to replace a few planks, which would not address the root cause of the problem.On December 16, 2024, I followed up again, and *** agreed that the floors should not have these issues. He stated he would visit my home to take additional photographs on either December 20, 2024 or December 23, 2024 so he could submit them to the manufacturer but he never followed up to confirm which day. I called December 20th to confirm whether he was still coming out that day to Monday and left a message to which I never got a reply to. I emailed him that night and then followed up Monday December 23rd. I left another voicemail and recieved no call back. As a disabled Veteran this lack of communication and unresponsiveness is both unprofessional and frustrating. I spent $8,000 on these floors. I am requesting that the floors be replaced and done to the standards Express Flooring promises on their site.

  

  Business Response

  Date: 01/20/2025

  Dear Mr. ***************** you for contacting Express Flooring and the Better Business Bureau (BBB) regarding the issues with your LVP flooring installation. We sincerely apologize for the inconvenience and frustration
  After reviewing your complaint and the inspector's report, we acknowledge the presence of significant defects, including plank separation, bowing, and clicking sounds.
  We are committed to resolving this issue to your satisfaction and regaining your trust. We propose a complete replacement of your LVP flooring, ensuring proper removal of the existing material and installation according to industry standards. This will address the root cause of the problem and provide you with a long-lasting, high-quality floor.

  We will commence work on January 28th per your conversation with *****.

  We will keep you informed throughout the project timeline.
  We understand the importance of clear communication, especially for a disabled veteran like yourself. We are committed to improving our communication protocols and ensuring all customer inquiries are addressed promptly and professionally.
  We value your business and want to ensure a positive outcome.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 01/20/2025

  
  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:12/23/2024

  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.

  Company claims they have lifetime warranty but come time to honor lifetime warranty they make up excuses. When I 1st called they said they no longer had my vinyl planks, I paid their consultant $$ to inspect my flooring and only because they longer carry my vinyl planks they claim because planks are coming up due to high humidity areas therefore they wiont honor their lifetime warranty. I reached back out to them and asked them where in contract it stated which areas were considered high humidity areas and radio silence. Some areas where planks coming up were in my living room. I believe since they do not have my product in stock they are ignoring my request to see where in contact does it state which areas are considered high humidity. Ive spent a lot of $$ and request them to honor their lifetime warranty. Otherwise its fault advertising.

  

  Business Response

  Date: 01/14/2025

  Dear Ms. ************** are reviewing your complaint regarding the lifetime warranty on your vinyl flooring. We understand your frustration and apologize for any inconvenience caused.
  We are currently investigating the details of your warranty and the specific reasons why it may not cover the repairs to your flooring. We will determine if the high humidity areas you mentioned are excluded from the warranty coverage according to our contract.
  We will contact you within 3 business days with a decision and next steps.
  We appreciate your patience and understanding.
  Sincerely,
  The Express Flooring Team