ComplaintsforExpress Flooring

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/22/24, they were supposed to install our upstairs laminate flooring and all base boards including bathrooms. A third party installer, installed the upstairs flooring and left without installing base boards in the bathrooms and downstairs. It's been five months and they have been giving us a run around. Every time we call, customer service said that someone from installation would call us back but they would call back after a week or ten days. They scheduled six different appointments for someone to come and replace base boards but only three showed up and they looked at the job and refused to do it. Installers flat out told us that Express flooring does not pay them enough to do this job.Numerous time, we have asked to speak with a supervisor or a manger but no manager or supervisor ever spoke to us. We have also requested for our money back but no luck with that either. Now, if we hire someone else to replace just the base boards, it will cost us $1500 and it would have been a lot cheaper with a different company when they would do the whole job, flooring and baseboards.At this time, we would like Express Flooring to give us back $1500 so we can use a different company to complete the job that they did not do. Thank you.

  

  Business response

  08/27/2024

  Express Flooring is very sorry that **************** has felt the need to file this complaint.  Please know that we have been in touch with our customer and unfortunately, what they are asking us to do is not a service we can provide.  The manner in which the existing baseboards and flooring were installed in this area (not by Express Flooring) creates a major risk if damage should the base be removed.  We have agreed to credit **************** back for the work/labor that he did not receive.  That credit will be processed in the coming days.  

  We are very sorry for any confusion and/or frustrations our customer has experienced.  We very much appreciate him as a valued customer and thank him for choosing ********************** for his floor covering needs.  

  Customer response

  08/27/2024

   Thank you for getting back to me regarding my complaint. A professional from Express Flooring was at our house, looked at the job called and spoke a supervisor before agreeing to the job. Secondly, I had to sign a contract making sure that I pay for the job as well. Here is the issue, as I mentioned in my complaint, we have waited patiently for five months, called Express Flooring multiple times, each time, you folks set up an appointment and we had to take some time off from work. I have received quotes from different companies and they can do the job that you guys did not do, for $1500. Please let me know if the credit will be that amount. We do not want more or less, we just want the work to be done. No one wants to complaint or give a bad review but if you were in my place what would you do? I hope Express flooring will take care of that for us. I really hope that we do not have to contact Arizona registrar of contractors and the Arizona attorney general. Thank you and have a great day.

   

  

  Business response

  09/06/2024

  As we have communicated to ****************, we are processing a credit to him in the amount of $269.64.  **************** is possession of the materials.  The credit covers the amount he was charged for only the labor to have these installed.  We are very sorry that we were unable to fulfill this portion of the project, and we wish **************** nothing but the best moving forward.  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired express flooring to replace my tile floor with laminate in the kitchen, entryway, living room, hallway,bathroom and laundry room on June *****. The only english speaking person on the crew was only there the first day. After that they brought a 15yr old to translate for the remainder of the days. They took (stole)the extra flooring that i already paid for with when they left. They didnt score base boards before ripping them off walls which cause massive sheetrock damage. Caulking looked like a 3 year old did it. Broke and cracked tile in bathroom cut boards to short leaving huge gap behind toilet and stove. Seated toilet wrong. Hollow all in bathroom. Didnt vaccum before playing baseboards back on or clean up shotty caulk job all over floor. ********* my customer service representative isnt returning my calls. Got a hold of a rose, and ******* they both sent somebody who was alone who thought they were only There to put on baseboards and they were not bonded insured or licensed. I just recently tried to call the person who sold me the flooring and turns out the number on his card goes directly to the customer service line, not his cell. isnt rectified immediately i will follow through with lawsuit.

  

  Business response

  08/23/2024

  Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry that Ms. ****** has felt the need to file this complaint.  Upon receipt of it, we notified our local office in *********** of the matter.  They have reached out to Ms. ****** to address and resolve any legitimate issues that may exist.  We very much appreciate Ms. ****** as a valued customer and thank for your choosing ********************** for her floor covering needs.  We look forward to working with her to resolve the matter at hand.  

  Thank you,

  Customer response

  08/23/2024

   Express Flooring has promised call backs to to schedule yet another inspection of the issues with my home to be corrected. However, they are empty promises. I am still having to reach out to them via phone calls or email. No responses. ********* has sent one email stating she cannot reach me on my cell, this is not true. I have no missed calls from Express Flooring which can be proved by submitting my phone bill. Express Flooring simply does NOT care nor do they value me as a customer.

  

  Business response

  08/27/2024

  We urge Ms. ****** to communicate with our office to schedule an appointment so that we can move the matter forward.  We reached out via email, as we were unable to reach her over the phone.  We are happy to arrange the needed visit over email, text, or by phone; whichever our customer prefers.  While we can appreciate her frustrations, we hope she understands that our intentions are to help her and give the matter closure.  We look forward to hearing back from her and to working with her to give the matter clousure in the coming days.  

  Customer response

  08/30/2024

  ********* came to my home for a thorough inspection. She found mistakes made by ***** ********* who incidently isn't licensed,  bonded or insured. (I discovered information later).  I was told she would get back with me in regards when a crew would be coming to correct my issues. She indicated to me that this could happen as early as Thursday or Friday. I have sent 3 emails and left 3 messages. One message was with Elle. It's now Friday evening and still nothing. 

  

  Business response

  09/20/2024

  We are pleased to report that the minor repairs at hand were completed earlier this week. We again thank Ms. ****** for being a valued customer and for choosing ********************** for her flooring covering needs.  

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction was August 9, 2024 in the amount of $5,375.00. Replaced the carpet in both bedrooms and a connecting small bathroom in one of the rooms and also the living room in our trailer. During the installation my care taker noticed that the bedroom floor was caving inward as if the floor was unstable in certain areas and you sink in as you walk on the floor. I asked the man on site installing and he said he was aware of the issue and even took pictures of the floor prior to installing new carpet and flooring and covered the floor anyway. I can in no way understand how people who are supposed to be professional Installers would ever even consider moving ahead with the installation over a Very evident weak and failing floor and worse they gave us no warning to avoid walking on that failing floor. This is pure fraud and failing to care about the safety of their customers who are older senior citizens!! This conduct is totally inexcusable and unprofessional! My husband and I are elderly and this is very dangerous as I walk with a cane and do not want to fall or have either of us fall through the floor. I called express flooring but they just said they would open an investigation. I cannot sleep in my room and Im afraid my forgetful husband will try and go back there and get harmed by the faulty/failing floor. I do not understand why they would cover the floor if it was this unstable. I am overwhelmed and do not know how to get this problem fixed quickly. I have complained but no urgency in fixing this issue. No concern for our safety whatsoever.

  

  Business response

  08/21/2024

  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 have visited with her since we were notified of the complaint.  Her concerns are centered around the subfloor of her home in her bedroom that has sustained some damages over time.  Please understand that we are flooring company, not a general contractor and/or a company that specializes in subfloor repairs of this nature.  We are not qualified (nor licensed) to perform this type of work.  We recommend that *************** contact a general contractor or someone that specialize in this sort of work to assess the issues she is concerned of.  If she needs our assistance in removing the carpeting that she recently purchased and/or reinstalling it, we are happy to help and urge her to communicate her needs to our customer service department.  

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

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 6, 2024, *********************** from Express Flooring provided an estimate for flooring. He assured me the flooring would be appropriate for my wheelchair. The installation occurred on April 10th. On May 17th, the flooring began coming up at the seams. I emailed Flooring Express with no response. On June 6th, I contacted Flooring express by phone and they sent the installer out. The installer stated the flooring was put in too tight, causing it to come up at the seams, and this flooring is not recommended for a wheelchair. He stated that a glue down floor would have been appropriate. *************************, the manager, refuses to fix, replace, or refund the flooring, citing damage caused by a wheelchair is not covered by warrantee. However, the installer admitted that the damage was caused by the installation being put in too tightly. They knowingly and intentionally sold me a type of flooring that is not adequate for wheelchairs at twice the cost of what a glue down floor would have been. My attorney sent them a letter on July 22nd and still no response. The longer they wait, the worse the flooring is getting and becoming a safety hazard in my house.

  

  Business response

  08/13/2024

  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 concerns and have been proactive in trying to help her through the matter, which is frustrating for everyone involved.   Express Flooring goes to great lengths to inform customers of what our and/or a manufacturer warranty covers and does not cover.  There unfortunately are no residential flooring options that we offer that warranty damage from a wheelchair or motorized-chair, and we have verbiage to that effect in on contracts.  If you refer to the attachments ************** provided; it is clearly listed in BOLD PRINT.  With that in mind, her filing a complaint of this nature puts us in an awkward an uncomfortable position.  In an effort to work with our customer and move past this complaint, we are prepared to provide ************** labor to have her flooring replaced at no charge, assuming she purchases new materials from us.  While we again cannot warranty any products against damage from a wheelchair or motorized chair, we will do our best to educate ************** on what her options and what she can do avoid damages such as the ones she has already experienced.  

  She can contact us directly to take us up on this offer by contacting ********************* in our office at ************.  

  Thank you,

  Customer response

  08/13/2024

  1. The damage was caused by the installers installing it too tightly, per the response of  the installer. NOT due to the wheelchair. 

  2. The installer stated the flooring should not have been sold to me to begin with, because it is not indicated for wheelchairs. The installer stated that a glue down flooring is recommended for a wheelchair, which was never offered to me to begin with. They intentionally withheld this information at the time off purchase. 

  

  Business response

  08/20/2024

  In response to ******************* most recent comments, unfortunately there are no residential flooring products that are warranted against damage from a wheelchair.  We can certainly understand that this fact may be frustrating for her, but we ask that she realize that Express Flooring is not a flooring manufacturer.  We are retailer and have no control over what warranties do, and do not cover.  As we stated in our last response, we are prepared to provide ************** labor to have her flooring replaced at no charge, assuming she purchases new materials from us.  While we again cannot warranty any products against damage from a wheelchair or motorized chair, we will do our best to educate ************** on what her options and what she can do avoid damages such as the ones she has already experienced.  She can contact us directly to take us up on this offer by contacting ********************* in our office at ************.  
  

  Thank you,

  Customer response

  08/27/2024

  You may not cover wheelchair damage, however this is NOT a case of wheelchair damage. The issue is two part - one, the installers admittedly installed the flooring too tightly, causing it to come up at the seams. And two, you intentionally and fraudulently sold me a product that was not indicated for wheelchairs. The installer stated a glue down flooring would be indicated for wheelchairs, and you never told me this at the time of purchase, despite me asking several times about which flooring is best for wheelchairs. You have completely scammed me and you know it. WHY in the world would I pay you more!?? You've already scammed me out of $10k. A full refund is the only acceptable response. 

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Avoid this company at all costs. Their quality of work is subpar, and Management will go out of their way to avoid any contact if you have concerns. I was lied to by the installers, salesperson and installation coordinator. When I finally got to speak to management, I was offered platitudes and although they agreed I was treated poorly and inconvenienced, I was told here is a small token to correct issue. Take it or leave it. When I refused their offer, I was told to go do my best but no other action would be taken by the company. My two days install took 8 days and damaged material was installed. My toilet was left on my front porch for 7 days and we were left with a mess and no toilet or gas range, and no washer and dryer for over a week. Baseboards were damaged and sheetrock broken in 3 rooms. Each person had a different story to get you off the phone. Turns out none of what we were told was true. We were told we needed to pay 20% up front and the remainder was due upon competition. They charged the full amount on our credit card up front and then did not show up on the day agreed upon. However, they had all their money. We had two different installation team to complete the work.

  

  Business response

  08/08/2024

  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.  Construction and home improvement is not an exact science.  Some projects take longer than expected, while others may be completed more quickly than anticipated.  This is a common concept that most industry professionals and homeowners are in tune to.  The pricing of these types of projects is not based on the duration the installation takes, but rather based on the scope of work contracted for.  Just as contractors typically do not get bonuses for finishing early, it is not typical for a consumer to expect a discount if a project runs longer than expected.  ********** did offer ************** a $350 discount, of which he refused.  We then agreed provide over $1,000.00 worth of subfloor repairs, at no additional charge, for ************** in light of his frustrations and the manner in which he was communicating to our office.  While we recognize that our customer's experience was not ideal, we feel we have treated them fairly and have addressed their concerns.  We thank ************** for being a valued customer and hope he will consider ********************** for any future flooring needs he may have.  

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

  Customer response

  08/08/2024

  I deeply disagree with the comments made.  First, there was NO flooring repair.  The only thing done was the second team used a sander to remove excess masking (Glue) from the kitchen floor.  I clearly remember the sales****** (******) making the comment. "As we do not know the condition of the floor under the tile and carpet, we may need to point it out and charge for repairs.  Removing grout and masking is NOT repairing the floor.  I have picture showing damage to the walls from using a crowbar to remove baseboards.  I also wish to point out they did not clean mess and remove scrape wood.  Instead, they just dumped it in my trash can.  My main complaint is the reason it took 8 days verses the two promised is because the installed failed to arrive on time and were not prepared when they did arrive.  This was due to a lack of communication within Express Flooring.  The installer time and again stated, "This is not what I was told needed to be done and we do not have the tools to do the work."  The installer told both me and my wide the floored should have been sanded to remove all high spots before the tile was put down.  My compliant is the lack of response from the company.  If they knew the installer broke down they should has dispatched another team.  If the Installation Coordinator and sales****** said they were putting a third ****** on the job to finish in two days, a third ****** should have showed up (Never happened.) When the installation Coordinator says he will get with management and call us first thing Monday morning, I expected a call.  The call came on Tuesday and all that was offered was platitudes.  We went 8 days with no washer and dryer, no stove and no toilet.  Proudly placing my toilet on my front porch show a lack of class.  I have saved pictures and emails to validate my complaints. 

  

  Business response

  08/12/2024

  We are again very sorry that ************** is frustrated with her experience.  We hope he realizes that things did not go as he, nor we, would have ideally liked.  That in mind, and as we stated in our original response, the pricing of projects of this nature is not based strictly on time frames.  We do understand his concerns, as well as his requests, and we regretfully cannot agree to what he is asking of us at this time.  We again have extended him concessions and did so in a proactive manner.  Should the BBB feel that any additional actions are required on our behalf, we are open to discussing it.  That aside, we feel this complaint has been addressed in good faith and that the matter should be given closure.  We urge ************** to contact us directly if he wishes to discuss the matter further.

  Thank you,

  Customer response

  08/12/2024

  In your response you are fixated on the time it took to perform the installation.  This is not the focus of my complaint.  My complaint is it took 8 days not because of the work required.  It took 8 days because the installer did not show up for 2 full days, The installers worked half a day on one day and arrived at 11:00 AM on day seven and because they did not have the proper tools, left at 2:30 after installing a toilet and some baseboards. Because of their not arriving on time, we were forced into the weekend, and no one was available, So this was 4.5 days of no work being done.  Had they arrived on time prepared to work, the job could have been completed in the 2-3 days estimated by your salesman.  They did replace the washer and dryer but not the furniture.  Cleanup was marginal at best.  It took my wife three days to clean up after them.  You claim you waived $1000 is sub floor repairs and I contest the scraping of grout and masking is not sub floor repair. (NOTE: This was only done in the kitchen and not the 4 other areas) (It should have been) You must get all the glue and debris off the sub floor before you place the new flooring.  This is part of the installation, and not repair.   The damage done to the walls required repair but was ignored.  I Have pictures showing damage.  Patching and painting were required. The removal of all baseboards and trashed required me to purchase over 150 feet of baseboard.  Inconvenient to my wife and I for eight days, forcing us to stay home and wait for installers to arrive adds to our dismay.  I find Express Flooring response miss leading, false, and glib.  Even in the beginning, we were told we needed to pay 20% at signing and yet, once they got our credit card information, they took the entire amount, Is this not contrary to their commitment? 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When my sales man came into my home, he did his whole presentation. Things included sounded great, but I was thinking still a little much for me to spend right now. Well then came out all the promises. I was told that with my purchase I qualify for a free condo with the destination of my choice. Just pay taxes. I was also told that since its money thing they can arrange financing with 0%interest through green sky. I said when does it need to be paid off? He made it long enough with a reasonable payment that I said ok. Well floors were done and the 1st payment was made. I then got a statement for the 2nd month and noticed it had a 9.9% interest rate on there. Someone on a budget, this is a lot of money. I called green sky and they said all I need to do is call the company and they can adjust the loan. Its up to them. Well then on July 10th was my 1st call. Of course couldnt talk to anyone and they were going to call me back. Well nothing. Couple days later call again. ***** the sales manager was informed and she will get back to me.and nothing. Few days later call againoh yes we see a ticket has been assigned and they are trying to reach your sales person, ***** will call you back. This is going on 3 WEEKS!!! Nothing ***** is always busy and going to call me back. I just want what I was told I am going to get and the courtesy of a return call. I never got the condo..was suppose to get padding under the floor and they didnt happen. And I want the 0% interest I was told I would get if we can make a deal today This is the worst customer service I have ever had to deal with. You cant even return my call. A customer should not have to fight this hard for something they were told they are going to get

  

  Business response

  08/02/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that *********************** is frustrated in any way.  She clearly mis-understood the terms and conditions of her promotional period.  That said, this information was clearly communicated to her, and she did recognize and agree to these terms at the point of sale.  In response to this complaint, we have offered to change her promo to any other available option we offer.  However, the arrangement is seeking is not one that exists throughout financing partners.  Should she communicate to us her desire to switch to a plan we offer, we are happy to accommodate that request.  *********************** can also feel free to pursue alternative financing options as well.  We will be happy to cooperate with her on any productive paths forward she can identify.  

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

  Customer response

  08/05/2024

  this is not okyour sales associate came into My home and made promises he could not keep just to get a sale.  I was told specifically by him that I would get 0%financing as long as needed for the loan. Thats not the case. He told me no worries I will help you set everything up with the loan company. Just click here and hit accept.  The fact that it took your sales manager 3 weeks to even get back to me to discuss anything is completely unacceptable. Now she tells me sorry there is nothing we can do since a complaint was filed with the BBB. I would never recommend this floor company to anyone. They are untrustworthy and make promotes to customers just to get a sale 

  

  Business response

  08/09/2024

  As we originally explained, the promo information of the financing account ********************** opened was communicated to her and she did recognize and agree to these terms at the point of sale.  In her latest response, it seems she has the expectation to have an unspecified and opened ended time frame to pay for the flooring she purchased.  This unfortunately is not something can offer, nor we do feel is a reasonable expectation for her to have.  As we offered in our last response, we are happy to offer her any available promotion we offer.  We again are very sorry that there was any confusion on this point regarding this transaction and hope that our customer will work with us in a productive manner to give the matter closure.  

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We originally purchased flooring in September of 2020. We submitted several complaints and were finally contacted by the company in 2022. An agent came out and agreed the work was done poorly and it had to be fixed or replaced. He mentioned he needed to get a specialist and informed us the specialist was backed up but would be scheduled in the next few weeks. We waited and waited and tried calling with no success to get specialist out for replacement. Express Flooring used contractors that put our furniture back once the job was done to hide areas they messed up hence the image where the floor is ripped. Express Flooring never followed up and does not care.

  

  Business response

  07/29/2024

  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.  That said, in reviewing this complaint and her past order, this order was placed in 2020 through our commercial division.  A 2-year warranty was provided on that order, which we are well past at this point in time.  We therefore are unable to help this customer from a warranty standpoint.  That aside, if they are interested in having the flooring replaced or redone, we would naturally be happy to provide them a quote and be as accommodating from a pricing standpoint as possible.  If ****************** wishes to take us up on this offer, she can feel free to contact ********************* in our office at ************ to either schedule or discuss further.  

• Initial Complaint

  07/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We had our carpet replaced on May 2, 2020. We were given a certificate for a lifetime warranty on the carpet and tile installed. We were told to have the carpet professionally cleaned every 18 months. I have included the receipts for those services. I have been trying to use the carpet warranty and got NO response after submitting the carpet cleaning receipts. I have been trying since April 2023 to get this resolved and no one ever returns by emails. I've tried calling and that gets me nowhere. Our carpet looks awful. The carpet that was installed looks worse than the previous carpet we had for 20 years. The wear and tear, carpet stains, and matting looks awful! I would greatly appreciate your help in advocating for us.

  

  Business response

  07/30/2024

  Express Flooring is a reputable and professional corporation whose utmost goal is always customer satisfaction.  We are very sorry that ******************** is frustrated in any way.  We have notified our local office in ****** of this complaint.  They informed us that they are aware of the matter and are working with the manufacturer of the goods purchased to file a warranty claim.  As this process progresses, we may need some assistance from our customer and trust that she will cooperate with our staff to satisfy any requests that are made.  

  We very much appreciate ******************** as a valued customer and look forward to working with her to give the matter closure.  

  Customer response

  07/31/2024

  
  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,
  
  *******************************
  
   
  

  Customer response

  08/08/2024

  I previously filed a complaint against Express Flooring after getting NO response from them for months. As soon as I filed the complaint, I heard from Express Fooring the next day. I should not have clicked that the issue is resolved as it is not. Someone came and looked at our carpet, took some ics and then told us that we just needed to have the carpets cleaned. WE HAVE HAVE THEM CLEANED! I am not going to spend more money to clean carpet and is showing so much wear and matting. **** wanted me to send all my receipts for our carpet cleaning and I did.

  

  Business response

  08/12/2024

  We are very sorry that ******************** is still unhappy in any way.  Carpet cleaning (professional carpet cleaning) is a very important part of the care & maintenance of one's carpeting.  This is something that should be regularly and continually done to prolong the useful life of carpeting.  While many products have amazing wear & stain resistance warranties, one must always remember that a carpet manufacturer cannot keep a carpet from getting dirty or soiled.  These warranties merely assure a consumer that assuming the carpet is cared for as it should be, that most household substances will not stain the goods or permanently damage them. We suggest that ******************** work with our office on any requests made and we can assure her that we will help through any concerns or questions she may have.  

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

  Customer response

  08/12/2024

  I can appreacite the fact that I am being told to clean the carpet. I attached the reciepts (as requested) showing that we did indeed have the carpets cleaned on the schedule that we were told after the installation of our carpet.  I would love to work directly with you, but there is never an email address provided where someone actually responds, and there is no contact information of a phone number that I can call to talk to anyone.  The ONLY time I was ever called about the carpet issues I am experienceing was after I filed a complaint with the BBB and then it was only to shedule someone to come look at the carpet.  After you came and looked at the carpet and took pictures, WE NEVER HEARD A WORD BACK FROM YOU!  That is the problem!  

  In addtion to stains not coming out with carpet clernaing, the other issue that has not been addressed is the wear and tear that the carpet is showing. There is signifcant traffic flow wear.  Significanly more than the original carpet that we had for 20 years and we've only had this carepet a few years.  It looks awful!!!!  Im sure the pictures you took reflect this wear.  

  Please back your lifetime warranty policy and the certificate stating such that we were given after the carpet was installed.  You need to replace the carpet. 

  Krissy

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 29,2023 contract#GWIN0000778 I had new vinyl floor planks installed in kitchen, laundry and bathrooms, I also had them Install carpet in the rest of the home, I spent $8698 on plank flooring roughly $4312 on carpet flooring. I had to have the company send people out as early as the week after installation. I will not mention issues with the subcontractors as my main issue are with the install and warranty. I have gaps in between the floor planks which can allow water on my sub floor, making it so the floor can rot and develop mold. The trim piece under the kitchen island have come undone looks like the just glued it instead of nailing down. The company has sent inspectors out but all they do is put super glue, kick and or use a rubber mallet to hammer planks back together which has left several planks with damage on the ends where there have been chipped or folding up where they look broke or creased which catches your socks and snags them. One visit there used super glue which now has a visible film. One visit they used putty, the last visit they used a spray adhesive still have same problem of planks shifting. I have informed them several times floor is cut short and now I have visible damage to planks caused by them kicking and hammering. I did not want ti contact the BBB but I don't know what other coarse of action to take I feel I have been more then patient tiring to get a resolution. All I ask is for my kitchen/dining room floor to be fixed. Unfortunately the only fix i see is replacement since they where cut short.

  

  Business response

  07/24/2024

  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.  Please know that our local office in ******, ** has been in touch with him on the matter and is currently working with him to resolve it.  We very much appreciate ************ as a valued customer and thank him for his patience through this process.  We look forward to giving the matter closure in the very near future.  

• Initial Complaint

  07/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 07/17/2024 I cancelled a floor installation because it could not be completed properly. Once I cancelled I was told the ********* ********** was going to call me. I asked how long it was going to take. They said they did not know. I asked how long until I got my refund, they said they did not know. In looking at this website it appears that this is common practice from this company. I would like my money back ASAP please. I am a DISABLED VETERAN and I cannot be stressed about this.Thank you.

  

  Business response

  07/24/2024

  We are very sorry that ************** has felt the need to file this complaint.  As with any home improvement trade, sometimes homeowners encounter surprises and/or unforeseen circumstances.  While we can understand ****************** frustrations with the circumstances, we would suggest these are not ideal for either him or Express Flooring.  We do not benefit in any way from a customer having to cancel an order.  That aside, we have recorded ****************** cancellation and we have notified our accounting department to refund his deposit.  That will be done in the coming days and our office will notify him once the credit has been processed.  

  Customer response

  07/30/2024

  ******** It has been 12 days since I cancelled service. Still no refund. I received a call saying it would take 5 to 7 days for my refund.

  

  Business response

  07/30/2024

  Please be advised that a refund check was cut and mailed to ************** on Friday of last week.  If it has not already been received, we are sure it will arrive with the mail in the coming days.  

  Customer response

  08/03/2024

  I was told on the phone that I "should see my money in my account in 5 to 10 business days". Now they say they mailed a check past Friday. No check yet.

  Total 19 days since cancelation.

  Customer response

  08/12/2024

  Follow up on complaint #********: I have been waiting for my refund almost a month. Please cancel payment on the last check and send another one since the last one did not make it. I am a disable veteran with PTSD. And this is not right. Please refund me my money ASAP. I need my money I cannot be stressed like this. Please notify me by email.

  

  Business response

  08/13/2024

  We will be happy to cancel the refund sent and send ************** another check and have notified our accounting department to do just that.  We urge ************** to contact us directly should he need any assistance in the future. He can feel free to contact ********************* in our office at ************.  

  Thank you!

  Customer response

  08/13/2024

  
  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,
  
  *********************
  
   
  

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