ComplaintsforExpress Flooring

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I saw an ad for Express flooring, I set a date of 6-2-24 for a quote. ******************* arrived and I asked **** for an underlayment since the flooring is on the second floor. **** called ***********************, his supervisor, to see if we could do it. I stated I did not want the floors without it. According to ****, ***** said I could do the underlayment if I supplied it. I agreed and proceeded to pick out the kind of flooring I wanted. At first, we were denied financing and the process stopped. The next day ****** from the main office called with a better price and a different finance company and we were approved. On 6-10-24 ****** the installer came to install the flooring and stated that we could not use the underlayment I supplied as the warranty would be voided. After lots of back and forth with him, ****** and ****** the installer supervisor, we came to a day of lost work and bare plywood` flooring in my master bedroom. ***** said she would send another salesperson on 6-11-24 so I could pick a flooring that allowed for the underlayment. *********************** showed up with three flooring options. We again set an install date for 6-14-24 but this time they were supplying the underlayment. On 6-13-24 ***** called and said that we still could not have the underlayment because they were unable to find the one that went with the flooring I picked. At that time I emailed and requested to cancel. I have never heard from her since. ****** has been the only contact. On 6-17-24 he said that the order was canceled and we would be refunded in 3 to 5 business days. 6-24-24 there was no refund. I called he said that they were still processing it. 6-25-24 there again was no refund. I called he said that they will process it when they can. I have no flooring in my master bedroom and have been very accommodating and patient.

  

  Business response

  06/27/2024

  We are very sorry that ************** has experienced any frustrations regarding her dealings with our office.  We do see in our system that her order has been cancelled and our accounting department will be crediting her account for any monies that are due back to her.  We thank her in advance for her patience, as our accounting department naturally has a process to follow that involves checks & balances.  We have asked them to prioritize this account and resolve it as quickly as possible.  

  Ms. Glass can feel free to contact us directly if she needs any additional assistance and/or wants to discuss the matter further.  

  Customer response

  06/27/2024

  
  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

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Overpriced. Unprofessional. Scam artists. Had workers drinking beer and smoking cigarettes on my screened in porch. Had workers leaving their tools and belongings on my gas stove top which is now forever scratched and stained. Dirty finger prints left all over the floors and baseboards. Toilet was put back on improperly and they say its not their fault. Warranty means NOTHING. Everything will be thats the house shifting or were not plumbers, etc. Then I would advise Express Flooring dont touch the toilet. They promised to bring a plumber to fix it, never happened. The collections Manager ***************************, is a really power hungry man who has no regard for humanity and the safety of a my home. They JUST WANT YOUR MONEY. Interest rates are abysmal, even with an 800 credit score. They promised to complete the job in a week, took 5 months and its still incomplete. They promise this or that. ALL LIES. Dont waste your time or your money on these snake oil salesmen. From the initial point of contact aka the salesman, to the installer, to the General manager *****: All complete con artists.Go to ********** and buy your own floors, hire an installer and save at least 50% of the costs. Dont do it. Unethical. Terrible business practices.

  

  Business response

  06/27/2024

  We are very sorry that ************ has felt the need to file this complaint and we are very sorry that her experience did not go as she, nor we, would have ideally liked.  That said, contracts are not negotiable after a customer has taken possession of the goods and services purchased.  While we are not going to enter into a debate on the matter in this forum, we would like to communicate that we do not agree with the statements made in this complaint and/or the tone of the verbiage used.  That said, sometimes disputes do arise between customers and business such as us. This account is currently in a collection status, and we will pursue the balance due until it is collected.  We suggest ************ work with our accounting department to resolve her account. We are a reasonable company and will work with her in a fair and productive manner assuming she cooperates with in that process. 

  Thank you and please feel free to contact us if we can be of any additional assistance.  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 30, 2024, we contracted with Express Flooring to install a selected flooring in our 2nd residence, to be installed May 21. 6:17 am on install date, rec'd call stating 700 sq/ft product shortage (although it was commited at time of sale) and we have to change product. Same day, selected 2nd product to be installed May 28. After installation, obvious mismatched product showing on floor. We have reached out to Express countless times only to be told a case is open and someone will contact us. No responses on call backs, texts, voice mails. **************** personnel just blows us off. We need the floor fixed in the manor it was sold to us.

  

  Business response

  06/25/2024

  Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry that ************ has felt the need to file this complaint.  We do understand that since this complaint was filed, ************ has been in contact with our local team to move the matter forward.  Appointments are scheduled to ensure that **************** concerns/issues are resolved.  We thank him for his patience and for being a valued customer and very much look forward to giving the mater closure in the coming days.  

  Customer response

  06/30/2024

  
  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

  06/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  i had flooring installed at the end of april and Financing was approved at that time but the accepted application has been lost and i am now being asked to pay in full two months later. unfortunately i am on disability after having a stroke in february and applied for some loans to help me with the hardship and my credit score has dropped making me unable to qualify for finacing.

  

  Business response

  06/18/2024

  Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry that **************** has felt the need to file this complaint.  Unfortunately, **************** did not notify us of his intent to finance this purchase until after it was installed.  We have tried to work with him by connecting him to our financing partners.  In the end, we are happy to accept any form of payment that **************** can provide.  We however cannot apply for financing on his behalf, nor are we in control of approvals for any financing provider.  We suggest that **************** identify how he wishes to pay for his order and then he can contact us to update his payment method.  If he wishes to discuss the matter further, he is free to call our office at any time.  We are here to work with him.  

  Thank you and please feel free to contact me if we can be of any additional assistance.  

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have no idea how this company even got my phone number but I'm being inundated by calls and voicemails from them. 19 blocked calls in the past two days alone. Do not continue to call me.

  

  Business response

  06/03/2024

  We will be happy to remove this consumer from any marketing lists we have.  We are very sorry for any inconvenience this may have caused and hope she will keep Express Flooring in mind for any future floor covering needs she may have.  

  Customer response

  06/03/2024

  
  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

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 28 2023 I purchased $7000 worth of carpet from Express Flooring. The salesman, ***********************, suggested a Berber carpet because of our desire to have a very durable carpet we would not have to replace soon. **** told us that this was the best choice and even offered a ******************************************************************************************************************************* the areas where there is foot traffic. The loops in the carpet have fibers break and the carpet starts to look hairy. There are also locations where the carpet is matted down and looks like it has been there for 10 years.When I contacted them regarding this, they blamed it on misuse, dragging furniture or using a vacuum with a beater bar on it, none of which we did.They also indicated that they do not warranty wear, that the carpet manufacturer was responsible for that and ****** had refused to correct the issue.When I tried to get information about the contractually specified 35 year wear warranty provided by ****, I discovered that it did not exist! They still claim that ****** is responsible for the wear warranty but Mohawk does not even offer a 35 year wear warranty.So my complaint boils down to them providing a product that does not hold up as promised, and failure to abide by the contract by not providing the promised 35 year wear warranty.Communication with this company has also been very difficult. The salesman has not responded to repeated attempts to contact him and their customer service manager has been very spotty to respond to voice and email messages.

  

  Business response

  06/04/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that ************** has felt the need to file this complaint.  We are aware of his frustrations and have been in contact with him on the matter. To clarify the wear warranties and how they work, please know Express Flooring is a retailer by nature, not a manufacturer.  ************** is correct that the product warranties are the responsibility of the manufacturer.   In some cases, Express Flooring will extend a manufacturer warranty.  That being said, what must be understood is that the carpeting at hand is not defective and/or exhibiting any qualities that would warrant a warranty claim, according to the manufacturer of the product.  While we can appreciate ****************** frustrations with that response, his frustrations are pointed at the wrong company/organization.  ************** is a valued customer, and we want nothing more than for him to be happy.  That in mind, we do not have control over a third parties' decision on a warranty claim of this nature.  He can certainly feel free to contact ***************** to discuss their findings and/or stance on the claim that was filed on their behalf.  

  If ************** wishes to discuss the matter further, he can feel free to contact ********************* in our office at ************.

  Thank you and please feel free to contact us if we can be of any additional assistance on the matter.  

  Customer response

  06/05/2024

  The product does indeed have defects and is failing the abrasive wear and texture retention sections of the Mohawk warranty. Express Flooring has seen these defects and has not effectively communicated the state of the carpet to Mohawk.

  Express Flooring also does not address the 35 year wear warranty in their response. They contractually agreed that this carpet would last me 35 years, ****** will not honor that. That warranty has to be fulfilled by Express flooring and they are refusing to.

  

  Business response

  06/05/2024

  In response to ****************** most recent comments, please know that we are happy to review any information and/or documentation he has to support his claim.  We are here to advocate for him and if she has anything to support a valid claim, we will certainly take that to the manufacturer to review.  As for the duration of the warranty coverage, we explained in our last response that Express Flooring does extend the manufacturer's warranty on some of the products we sell.  We urge ************** to review our last response as well as the documents he signed when he placed his order to gain a better understanding of how his warranty coverage works.  He can also feel free to contact our office to discuss if he has any specific questions.  He can feel free to contact ********************* directly ************.  

  Thank you again and please feel free to contact us if we can be of any additional assistance.  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 27, 2024, we met with a gentleman by the name of ***************** who is a representative for Express, Flooring. ****, my daughter, and I went through all the flooring samples that he had. We specifically told him that we did not want lines on the floor. We picked a light colored plain plank flooring and when Express flooring came out to install it, we told them that it was not the right color. *** then spoke with *************************, the install manager for **********. He told me he could give me a 10% discount which was $240. My daughter is paying half of the flooring and she is not happy at all and has had several meltdowns and is absolutely furious at the situation. I have provided pictures of the cabinet we are matching the floor to. The lighter plain plank is the one that we choose. We specifically told **** that we did not want lines on the floor. The darker picture is the one that they installed. The job is not even close to finished. There are materials scattered throughout my bathroom and kitchen area. Left by the installer. As per my conversation with *************************, The paperwork is right, but the flooring looks nothing like the one that we picked. He pretty much said that its not their problem. They're telling me to take it or leave it. I am not happy with this. Can you please help me?

  

  Business response

  06/04/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that ****************** has felt the need to file this complaint.  We are aware of her frustrations and have been in contact with her on the matter.  It seems that she is having a case of buyer's remorse and is not happy with pattern/color of the product she chose.  A majority of the installation was completed before she voiced her dissatisfaction with the materials to our office.  Please know that we are open to working with her on any path forward that she may desire.  We only ask that we are fairly compensated for the labor and materials we provide.  At this point we are waiting for ****************** to communicate to us if she wishes for us to complete the installation of her flooring, or if she wishes to explore different options to have installed.   Once she points us in the right direction, we can move the matter forward.  If she fails to provide our office a path forward, all we can do is refund her for appropriate portion of the scope of work at hand that she has not received.  

  Please know that we again are very sorry she is unhappy in any way and sincerely hope she will work with us in a productive manner moving forward. 

  Customer response

  06/14/2024

  To whom it may concern, this business matter has not been resolved! They still want to take my money and not make the project right. They want to take more than I am willing to give them for an unacceptable project.

  

  Business response

  06/20/2024

  We are very sorry that we again find ourselves in this uncomfortable situation.  It is certainly unfortunate that ****************** has reconsidered her purchased in the manner that she has.  We have agreed to only charge her for the labor and materials that she received and have cancelled the balance of the order she placed with us.  If ****************** feels that this is not fair, we encourage her to contact our office to discuss another path forward that she feels is appropriate.  In the end, we want to give the matter a fair and reasonable disposition to all parties involved. 

  Thank you and please feel free to contact us if we can be of any additional assistance.  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired them to do floors. Part of the job was 3 bathrooms. One-bathroom toilet was damaged during the tile installed. When I first reached out to the company, they came to my house 3 times to try and repair. Final time they told me to call a plumber and that they would investigate and reimbursement if it was their fault. I had a plumbing company fix and they did an invoice that showed this damage was from tile install. Once I provided the invoice they declined payment. They stated I should look on UTUBE to see how it works and not their fault. If it wasn't their fault, the workers would not have tried to repair 3 times. It became "not" their fault when they couldn't fix. After spending $14,600 they refuse to do the right thing for a $420 repair.

  

  Business response

  06/04/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that ****************** has felt the need to file this complaint.  We are aware of his frustrations and have been in contact with him on the matter.  When undertaking home improvement projects of this nature, it is not uncommon for surprises and/or unforeseen issues to arise as work progresses. In this instance, ****************** hired Express Flooring to replace the flooring in various areas of his home, including the bathrooms.  In one bathroom, the ****** to the toilet did not sufficient reveal for the toilet to be reinstalled due to the fact that the new flooring had a thicker profile than the flooring that was removed.  This is an item that is not within our control and is a pre-existing condition in the home of which we are not responsible for.  Please know we sympathize with his frustrations on the subject.  Anyone that owns a home knows how frustrating it can be when unexpected costs arise of this nature.  

  We very much appreciate ****************** as a valued customer and hope he enjoys his new ******************** for many, many years to come.  If he wishes to discuss the matter further, he can feel free to contact ********************* in our office at ************.  

  Thank you,

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my flooring redone in my whole house and where there were issues with the installation right away I kept texting with the subcontractor who installed the flooring about the issues and appointments would get scheduled for repairs and no one would show up (5 missed appointments). Finally I called the main office number and spoke with a coordinator. An inspector was sent to my house and he showed up with a glue gun and a hammer and could not speak English. I'm not sure how he was supposed to be the inspector for me to show the damaged and incorrectly installed flooring. After I spoke with his ******* on the phone who translated for us and decided to schedule an appointment for me for me have him come and look at the floor he no showed the appointment. I called the main line again and had another appointment set, that was no showed. I called again and was told to email customer support so the San Antonio coordinator could contact me directly. An appointment was set up for today at 8am-10 am and that appointment even though it was confirmed by email and text message was no showed. I called customer service again and they sent a message to the team that handles our area not just *********** and I am pending a response. I am getting very frustrated because for each of these appointments I have to request time off work. One of the areas where the floor was incorrectly installed was next to my bathroom tub that caused water to leak down into the ceiling and now there is water damage. Flooring is separating, areas are not cut evenly which left large gaps. Flooring is cracked and broken and old one areas there is pieces missing that should have been installed.

  

  Business response

  05/31/2024

  Express Flooring is a reputable & professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that ************************** has felt the need to file this complaint.  We do understand that our local office in *********** has been in touch with her and are currently working with her to resolve the matter.  We very much thank ************************** for her patience and for being a valued customer.  
  

  Thank you please feel free to contact us if we can be of any additional assistance.  

  Customer response

  05/31/2024

  The San ****************** team still have not contacted me regarding the issues with the flooring. The inspector that they sent out was 4 hours late and he was not able to schedule any repairs to the flooring due to the San ****************** needing to call me to go over what can be done. The amount of flooring that was incorrectly installed is more than can be scheduled by him and the manager has yet to email or call me although I was told I would be contacted by the end of business. Now it has been almost  2 business days and I have yet to be reached out to when the office closes in less than an hour. So if I am contacted it wouldn't be until Monday at the soonest. I keep getting told that someone is working on my issue or that I will be contacted shortly and there is no direct communication with me.

  

  Business response

  06/04/2024

  In response to ****************************** most recent comments, we do see notations in our system that our San Antonio Team has been in contact with her and have an appointment scheduled with her for next week to move the matter forward.  We urge her to work with our office to address and resolve her concerns.  That said, ************************** is free to contact our corporate office at any time if she feels she is not getting the attention and/or service that is needed by calling ********************* at ************.  

  We are very sorry again that she is frustrated in any way and very much look forward to working with her to give the matter closure.  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Sales Person *****************************. He started the presen presentation took awhile and I and my Wife ***** was just about ***** and the lack of flooring (planking), we were happy with our selection.****************** took out,his ***** measuring and got all the information which he would not share with us. He kept throwing prices at me and he came up with a price of $11,000.00 I kept asking ***************** for the; square feet, anf the price of the planking, labor. ****************** never would tell me. Once the job was done the installer asked me to come outside where 3 full and not open was mine as per the installer . I call Express Flooring cust..service. I asked about a refund for the planking and the labor. I was given a price of a $100. and no refund fir the labor? Well today 5/29/24 the 3 cartons were picked up Express Flooring . I today (5/29) spoke ti customer service and the told me " tuff luck you can not get any information about sq.ft. and prices.I wanted the returned flooring appox 103 sq ft value and how about the 103 ft labor. Again the cust ser **** would not aking the noted requests noted.

  

  Business response

  05/31/2024

  Express Flooring is a reputable & professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that ************ has felt the need to file this complaint.  We do understand that our local office in ******* has been in touch with him and is currently working with him to resolve the matter.  We very much thank ************ for his patience and for being a valued customer.  
  Thank you please feel free to contact us if we can be of any additional assistance.  

*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. ↩