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

  5540 Business Park San Antonio, TX 78218-5503

  
• 

  Express Flooring Of Nevada, LLC

  6285 S Valley View Blvd Ste G Las Vegas, NV 89118-3896

  
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  Express Flooring

  1121 108th St Arlington, TX 76011-3110

  
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  Express Flooring

  4100 Will Rogers Pkwy Ste 300 Oklahoma City, OK 73108

  

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

• Initial Complaint

  Date:04/22/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had carpet installed by Express Flooring in February 2025. Shortly after, the seam pulled apart and there is a noticeable chip in our bathroom where the carpet meets the tile. Tried contacting the *** who handled the sale yet there was no ***ly. Tried calling the customer service line 3 times and have sent multiple emails with pictures of the poor installation. Each time, I'm told someone will call me back within 2 business days. It's been over 2 months and nobody calls back or follows up. There's a warranty on the carpet and the installation yet I cannot get anyone to contact me. I'm making one last effort in asking for resolution before going to small claims court in ******* to seek financial reimbursement from the company. At this point, I want the carpet removed and our money refunded in full for the entire purchase.

  

  Business Response

  Date: 04/24/2025

  Mr. *******,
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration youve experienced regarding the carpet installation completed in February 2025.
  We regret the delays in communication and follow-up youve encountered. This is not the level of service we strive to provide. Upon reviewing the concerns outlined in your complaintincluding the visible seam separation and chip at the transition areawe agree that these issues warrant prompt resolution under our installation warranty.
  In response, we would like to offer to replace the carpet at no additional cost to you.
  We are committed to ensuring that this issue is resolved to your satisfaction, and we appreciate your understanding and patience as we work to make things right.
  Sincerely,

  Express Flooring

  Customer Answer

  Date: 04/26/2025

  
  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 would like the business to follow up with me no later than Tuesday, 4/29 to arrange a date and time that they will come out and replace the carpet. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *******
  
   
  

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/23/2025

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

  Express Flooring

  Customer Answer

  Date: 04/23/2025

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

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/10/2025

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

• Initial Complaint

  Date:04/08/2025

  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.

  I went online to express flooring site and wanted to get a quote. The next morning i had 10 missed calls so when they called back again i told them I'm no longer interested. For a week and a half now I've had over 100 missed calls all from express flooring. They call from 8am until 10pm. I block every number they call from but they will use other numbers to keep calling me. They will wait for my voice mail to pick up and they just sit there and say nothing, all i can hear is breathing and other employees in the background talking. I've recorded everything, every call, every message. I'm on the national registry do not call list and i keep telling them to take me off their list but they won't. I emailed the corporation and never got a reply back. They have already called 5 times today and 3 private calls. I just want the calls to stop but they are ignoring my request and harassing me now.

  

  Business Response

  Date: 04/09/2025

  Dear Ms. ***************** you for bringing this issue to our attention. We deeply apologize for the repeated calls and the frustration this has caused you. Please be assured that we take your concerns seriously.
  We have immediately removed your contact information from our call list to ensure you no longer receive any further calls from us. We sincerely apologize for any inconvenience this has caused and for not respecting your requests sooner.
  If you experience any further issues or need additional assistance, please dont hesitate to contact us directly.
  Thank you for your understanding.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 04/09/2025

  They are still calling me,  and i haven't heard a response from express flooring.

  

  Business Response

  Date: 04/10/2025

  Dear Ms. ************** sincerely apologize for any continued calls and want to assure you that your number was added to our Do Not Call (DNC) list immediately upon your request. We are investigating why you may still be receiving calls and have taken additional steps to ensure that your information is fully removed from all contact lists and databases.
  We understand how frustrating this situation has been for you, and we take your concerns seriously. If you receive any further calls from our company, please let us know immediately so we can address it. Our goal is to respect your request and ensure you are no longer contacted.
  Again, we regret any inconvenience this has caused, and we appreciate your patience while we work to resolve the matter.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 04/10/2025

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

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/09/2025

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

  Customer Answer

  Date: 04/10/2025

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

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/09/2025

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

  Customer Answer

  Date: 04/09/2025

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

• Initial Complaint

  Date:04/01/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/09/2025

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

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/01/2025

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

• Initial Complaint

  Date:03/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/01/2025

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

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/09/2025

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