ComplaintsforExpress Flooring

• Initial Complaint

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed contract for carpet install on 11-15-2019 and had a floor area we wanted them to repair before laying the new carpet. The contract shows "repair wood subfloor in loft near bedroom 1. New wood subfloor 32 sf."The carpet layers didn't have proper material and made a makeshift repair which feels like walking on a pile of carpet remnants. Now we also have an area near this which noticeably needs to be stretched.Calls to their office began on 8-26-20: ***** to contact service guy and try to figure out how they can fix and he'll contact us. Nobody called and with Covid we let it slide and then on 8-8-21 I called again, no response so called again **** and service request was submitted. Contract employees came on 9-15-21 with work order to stretch carpet only. We called Express and were told service mgr would calll us and contractors left without doing anything, Express won't return our calls after calling them ****, **** and ****.

  

  Business response

  10/04/2021

  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 and/or if our office's handling of his service has not gone as smoothly as it should have.  The feedback from technician(s) previously assigned to this complaint do not exactly line up with ************** comments.  Further, if a subfloor repair done over two years ago was effecting the carpeting in a manner that would cause it to need to be stretched, this almost certainly would have come up much sooner.  That in mind, while we always want to know the "why" in regards to matters of this nature, our foremost goal is helping our customer if we can.  We have notified our local office the matter.  Someone will be reaching out to ************** in the very near future to work with him to give the matter closure one way or another.  We thank him for being a valued customer appreciate his patience throughout this process. 

  Customer response

  10/04/2021

  
  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

  09/27/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hired express flooring to install new tile floors into my home. They quoted me a 4 day completion time and that the floors would be finished with an expert crew. It has been almost two months and my floors are not complete and the workmanship is awful. I have already paid them and when I ask about coming to finish the job or even taking some money off due to how terrible the job was done along with the quality, I get told that a manager would be in contact.This is unacceptable. Their lack of communication and honoring their contract is completely egregious.

  

  Business response

  09/29/2021

  Express Flooring is a reputable and professional company whose utmost goal is always satisfaction.  Please know we have been in contact with Mr. ******* and are currently working with him to resolve his issues.  We apologize to him if the matter has been handled as efficiently as it could have been previously, but we are committed to resolving any open issues he has.  We appreciate and value him as a customer look forward to giving the matter closure in the very near future.  

• Initial Complaint

  09/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Flooring was installed in January 2021. Approx 8 months later, planks in the center of office room start cracking. I called to have someone come take a look. Call was returned about 8 business days later. The installer comes to evaluate, and blames the damage on a rolling chair. After asking whats the point of an office floor that can't stand up to an office chair, the blame was placed on the materials/workmanship of the planks themselves. The installer also inspected the Living Room and also saw early signs of plank damage, stating that the problem is likely to appear there as well. One other room is also an office with a rolling chair. No other rooms were inspected at that time.Today, I receive a voicemail stating that Express Flooring would like to schedule a replacement of the flooring in this room, at my cost.The work order was for four rooms, totaling $9972.00.I no longer trust the workmanship or resolution of Express Flooring.

  

  Business response

  09/30/2021

  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 and that he is having any issues with his flooring purchase.  This in mind, we remind our customer that when he made this purchase he was given information regarding what our warranties did, and did not, cover.  He was further given literature regarding certain items that could potentially damage is flooring.  Chairs of this nature were specifically sighted on those documents.  We inform customers of these facts in hopes of ensuring their investment is protected and to ideally keep situations like this from arising.  We again are very sorry that our customer's floor has sustained damages of this nature.  We are happy to work with him to repair the flooring, if possible.  But ************** must understand that these types of damages are not covered under warranty and he will need to bear the expense of these repairs.  We will extend him any discounts and/or favorable pricing we can through that process.  We urge him to return our calls to discuss the matter further so we can hopefully work together to give the matter closure in a fair and equitable manner.  We hope to hear from him very soon.  

  Customer response

  09/30/2021

  I'd like to point out the fact that the installer also saw early signs of damage to the same flooring material in a low traffic, non-office space suggests that the issue is not solely due to the use of a rolling chair.

  At this time, I do not wish for repair or replacement of the same material, as I assume the issue would only reappear again in the same time frame.
  

  The only option for the office space at this point would be replacement with tile, which I expect would be an increase of cost.  An acceptable compromise, in my opinion, would be for me to pay the difference between the floor I received, and the floor I need.  Again, this space was clearly identified as an office space on the work order, and I challenge that I was NOT, in fact, made aware that rolling office chairs would not be acceptable on this type of flooring.  I do recall being informed that the material was of exceptional quality and durability, which had a large impact in my decision to select it.

  Based on my ongoing experience, I'm not even sure I would trust any solution offered by Express Flooring at this point, and I am exploring other options as well.  I fully expect Express Flooring not to care about my experience in the long run, and expect full payment of the materials and services, regardless of the fact that I feel that deceptive practices put me in this position. 

  The bottom line is that Express Flooring will consider any negative feedback from myself as "the cost of doing business", especially considering the fact that it will obviously have little to no impact to the business. There really is nothing I can do other than hope for the company to do the right thing, but I do not expect that at all.
  

  

  Business response

  10/08/2021

  In response to ****************** most recent comments, please again know our goal is to help our customer.  We simply want whatever resolution we land on to fair and equitable for everyone involved.  We feel that him expecting a full credit for the value of his flooring is unreasonable, in light of the fact that the floor is damaged from acts he was specifically notified about when he made this purchase.  While we can appreciate our customer's frustrations, the rhetoric in this complaint that we have somehow wronged him is simply inaccurate.  We have sold similar flooring to thousands upon thousands of customers.  This type of issue is non-existent as again we go to great lengths to educate our customers on how to care for their floors.  ************** filed this complaint without even returning our call to discuss the matter and still has not taken a moment to contact us since our last response when the complaint was originally filed.  If he wants our help, the door is open.  We again cannot credit him for the value of his original purchase.  We can however extend him a $500 credit on any future labor and/or materials he purchases from us.  Under the circumstances, we feel this is a more than reasonable compromise to extend a valuable past customer.  We again hope he will work with us to give this matter closure in the very near future.  

  Customer response

  10/13/2021

  "We feel that him expecting a full credit for the value of his flooring is unreasonable, in light of the fact that the floor is damaged from acts he was specifically notified about when he made this purchase."
  

  I spent nearly over $10,000 dollars with Express flooring to have nearly every room in my house services with either carpet or laminate, so saying I want the entire value of my flooring credited back to me is a false statement.  As I have previously mentioned, the contractor that installed my floor also found signs of damage to other areas of very low traffic. As I have also previously stated, I was never informed that these floors could not handle specific types of office furniture.
  

  "We have sold similar flooring to thousands upon thousands of customers." 

  This statement verifies that my negative experience will just be written off as the cost of doing business for Express Flooring, and will ultimately have little to no impact on their business.  To that same point, it would also not impact them in the slightest to take every measure to rectify my situation, even if that were to replace ALL my floors, which is not even close to what I'm asking for.

  "************** filed this complaint without even returning our call to discuss the matter and still has not taken a moment to contact us since our last response when the complaint was originally filed."

  I did, in fact, contact Express flooring on 9/27/2021 at 12:18p, and was told I would receive a call from a service manager, as they are required to do so in 2, no more than 3 business days. I have yet to receive that call.

  If I can't trust Express Flooring to even be honest about callbacks, I certainly believe I have made a mistake with choosing them. At this point, I don't expect any favorable outcome, and have written this experience off as a total loss to me, and an expensive ****** learned.
  

• Initial Complaint

  09/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contract signed with Express Flooring for the purchase and install of flooring within a residence. Contract signed 05/12/2021. Installation occurred 05/24/2021; however, the work was incomplete with missing materials, baseboard trim not installed properly and not complete work. 1. Baseboard trim not cut to right size, cut too short, missing pieces.2. Baseboard trim too long and sticking out, not flush with wall, a jagged edge remains.3. Baseboard trim color does not match rest of installed material.4. Glue or other stain left at transition from existing tile to new flooring.5. Contractor returned to repair but with wrong color material.6. Contractor returned with no materials to complete repair even though appointment was scheduled specifically to do a repair on 6/3/2021 and 6/8/2021.7. Contractor showed up at home unscheduled and no one was home, instead they left door hangar saying they missed homeowner, but no appointment was scheduled.

  

  Business response

  09/27/2021

  Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry to hear that ********************* is anything less than satisfied with her experience with Express Flooring.  We pride ourselves on our customer service and our ability to create and keep happy customers.  We have notified our local installation department of her concerns.  They will be reaching out to her as soon as possible to facilitate any and all needed actions.  We thank ********************* for her patience and for being a valued customer.  We look forward to working with her to give the matter closure in the very near future.  

• Initial Complaint

  09/23/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had carpet installed by Express Flooring in May 2021. Express Flooring advertised that after referring another client I would receive a $300 referral bonus.I referred a neighbor in July 2021 who had carpet installed, paid in full. I submitted the required form to obtain the referral fee.To date, despite numerous phone calls to numerous people who told me this would be taken care of, I have yet to receive the referral check. Not one of the employees has returned my many phone calls.

  

  Business response

  09/29/2021

  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, the customer they referred failed to notify our office that they were referred by ****************.  Naturally if our office is not aware of the referral, than the incentive would not be promised.  This in mind, we naturally want all of our customers to be happy with their dealings with Express Flooring.  Clearly **************** was which is why he referred his friend to us.  For that, we are eternally grateful and have already made arrangements to extend him the referral bonus he is seeking.  We trust these actions will suffice in resolving this complaint.  **************** can feel free to contact our office directly should he ever need anything down the road.   

  Customer response

  09/29/2021

  
  Better Business Bureau:

  In response to Express Floorings statement that the referred customer did not notify same of the referral, be advised this is partly incorrect. The referred customer told salesman **** that I referred them, and **** acknowledged the referral bonus. Additionally, in each of the many phone conversations held with persons at Express Flooring, I explained the details. I was never told that the referred customer needed to contact **********************.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
  
  Regards,
  
  ***********************
  
   

  
  

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Express Flooring paid to install new flooring. They started the job on August 2nd. and by August 6th said it was done. I had to call express flooring back the next week to explain that the floor wasn't done completely and they damaged my refrigerator. So I kept calling and the following week they sent over another man who said the floor had many issues that needed to be replaced. Now another week went by and they sent over another crew to work on the floor and the man said he couldn't fix it, the entire floor had to be replaced. They also took pictures of my refrigerator to show their boss. Three dents in the door. So now another week goes by and they come over and destroy my house again and replace the floor. Again they leave and still didn't finish the transitions and quarte round that goes around the kitchen. I have dates and time all written down however, this has been going on for 6 weeks. lots of empty promises. Also had to pay ****** for cleaning. im not able clean it all.

  

  Business response

  09/22/2021

  Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry that ***************** as felt the need to file this complaint.  We recently completed a service for her and were under the understanding that she was completely taken care of.  Clearly that appears to not be the case and we apologize that we were all not on the same page.  Our local installation department has been made aware that ***************** is in need of assistance.  They will contact her to resolve any legitimate issues she has.  We thank her for being a valued customer and look forward to working with her to give this matter closure.  

  Customer response

  09/22/2021

  They have told me for weeks that they would take care of my refrigerator door. I have been talking to ******. Have not heard from him since friday 9-10-21 I gave him the information ( serial number and contact info) for the refrigerator door. He said he would call back on monday 9-13-21. No call. I have dates and times when I called and left messages. How can they say I was taken care of. Lies and more lies. I told them they also owe me for cleaning fees i wouldn't occur if it was done in the first week they came. I have called almost every day for weks. Sometimes they just hang up on me. I just don't trust this company. Hope they do call and take care of this situation. I have paid way too much for their aweful service. $7400.00. Unacceptable for a reputable company. Or thats what they say. 

  

  Business response

  09/29/2021

  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.  This in mind, and while we can appreciate her frustrations, she is not exactly communicating the entire story through this complaint.  Many of the items she is seeking compensation on are items that she agreed our office could not be held liable for.  This in mind, we are a customer service based organization and our goal is to work through the matter with *****************.  We have reached out to her on a couple of occasions since this complaint was filed.  Our local office in Phoenix has reported that she has not gotten back to us as today.  We will naturally continue to reach out and try to work with her to resolve any issues she has.  We are confident that if everyone involved is reasonable in their expectations, that we can work together to give the matter closure in the very near future.  

  Customer response

  10/06/2021

  Again my refrigerator door is still damaged.  I recieved   a call from ***** last week on **** i was gone. left a message and she called me back and said she needed to talk to ****** who originally was helping me .That was last Thursday ****, No call back since then. The damage to my refrigerator is not my problem they damaged it when moving the refrigerator. I feel they are just going to blow me off. Not a reputable company in my eyes. I will not continue to go on and on about this same situation. If this company is reputable they will fix what they damaged. Just good business. 

• Initial Complaint

  09/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It has been 3 weeks since I started requesting someone at Empire Flooring to contact me regarding the carpet they sold and installed in my house in August 2020.I call and call and all I get is the *** telling me they will send a message to the service department.I received one call back which went to my voice mail. saying call back. After over a dozen calls and no contact with anyone in service department I have requested (twice) to have the general manager call me. No one has called yet.The complaint originated because the carpet they installed is supposed to have a 45 year **** guarantee, and is showing excessive **** in traffic areas like into the kitchen and in front of the sofa. The carpet is only 1 year old.How do I get the general manager or service department to call me, come out and replace my carpet?

  

  Business response

  09/16/2021

  Express Flooring is a reputable & professional company whose utmost goal is always customer satisfaction.  This complaint was received by our office this morning, however our system shows that ************************ spoke with our office yesterday and schedule an appointment to have his flooring looked over later this week.  We assume this complaint was filed before that conversation took place and am sorry if we were not able to reach him in a more timely manner.  We can assure our customer that their concerns are of the utmost importance to us.  We look forward to working with them to resolve their issues in the very near future.  

  Customer response

  09/16/2021

  
  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.

   

  However, the reason for the complaint is still valid. The amount of time for the service department to respond to my request was much too long.

  In my opinion, Express flooring needs to address this problem in their service department.

  We will see if the problem I opened the request for service at Express flooring gets resolved or not.

   

  I consider this complaint closed
  
  Regards,
  
  ***********************************
  
   
  

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Canceled contract within 3 day window. Received acknowledgement from Sales Manage. I have yet to receive credit card refund.

  

  Business response

  09/15/2021

  Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction. We are very sorry that Mr. ********* has felt the need to file this complaint.  This in mind, the refund due on this cancelled order was processed 2 days ago, which is well within the timeframe communicated to this customer regarding the credit.  We trust these actions will suffice in resolving this complaint.  Should our customer need any further assistance for any reason, they can of course feel free to contact our office.  

  Customer response

  09/15/2021

  
  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

  09/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/27, we had carpet installed and the installers damaged my desk. It is not repairable and I would like it replaced. I have tried reaching the business 8 times by phone, 3 times by email, and once on their website. I only spoke to one person about the actual issue on 9/3 and was told to send pictures and backup information. I did so immediately. No one has confirmed the email, I sent two more asking them to confirm, and nothing. There has been no acknowledgment of this damage on their end. I did make a note on the paperwork the date of the installation that the damage was done to make sure this was documented on the installation paperwork. The desk is not repairable. The original cost was around $600 when purchased last year and is now $700 due to a price increase. I would like a replacement, including delivery costs.

  

  Business response

  09/15/2021

  Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  Our office was in contact with ********* just yesterday on this matter and are in the process on working with her on a solution.  Our goal is naturally to leave her as a happy and satisfied customer.  We have no doubt that we can accomplish just that if we work together in a reasonable manner.  We look forward to working with our customer to give the matter closure in the very near future.  Thank you for your time and please feel free to contact us if we can be of any additional assistance.  

  Customer response

  09/17/2021

  
  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,
  
  ******* Page
  
   
  

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered and payed for the installation of flooring from Express Flooring. They told me it would be done in 2 days and a start date was scheduled. I had one installer sent to do the job. It took him 4 days and when he left the job was not finished and damage was done to the plumbing,the baseboards were destroyed and the installation was a mess. Many sections are unfinished and pose a physical danger (nails poking out of floors). I called the company ******************************************************************************************************************* back. One time they put me thru to the voicemail of the manager of the installation manager and again I did not receive a call back. They also assured me that the job would not be left unfinished. No response. I filed a transaction dispute with my bank and am still awaiting resolution. The work I paid for is unfinished and I have lived with this since early July.

  

  Business response

  09/13/2021

  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 will certainly work with her to resolve any and all legitimate issues she has.  We have notified our local installation department of her concerns and they will be reaching out to her in the very near future to address the matter.  We thank ***************** for being a valued customer and look forward to working with her to give the matter closure.  

  Customer response

  09/13/2021

  I have left SEVEN messages for the installation managers and one message for the manager of the installation managers and have NEVER received a call back despite multiple reassurances form the call center operators. I have lived with my house in disarray for over two months. There are numerous physical safety issues that I have had to resolve on my own including protruding nails and staples from the floor, missing bullnose pieces causing a fall/slip risk on the stairs ,exposed wood flooring and damaged carpet in all three rooms where the installers did not properly reinstall the gap piece (strip that connects the new flooring to the existing carpet) I do not for one second trust that I will receive a call back and this issue will be resolved. Not only was the work poorly done and left Incomplete but this company has not fulfilled its contractual agreement nor stood by its workmanship/contractors. 

  

  Business response

  09/15/2021

  In response to ********************* most recent correspondence, we spoke with her just yesterday.  We currently have an appointment scheduled with her for next week to handle some aspects of her concerns as well as start the process of resolving the rest of her issues.  As a courtesy and as an apology to her for her frustrations, we have also agreed to provide & install new baseboards for her throughout the areas we installed new flooring in.  We can assure her that our intentions are to resolve her issues and give the matter closure in the near future.  We thank her for her patience and cooperation throughout this process.  

*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. ↩