Express Flooring

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: Thank you for helping meDo I contact Express Flooring to get this corrected? I am not sure Thxs [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Please be advised that this customer has been refunded in full Naturally, as with any company, our accounting department has a series of checks and balances in place regarding any monies that are paid out to customer or vendor We apologize if this process took longer than our customer expected We can assure both this customer and the Revdex.com that we here at Express Flooring are not interested in any monies that are due to us and we always do our best to expedite any refunds and/or payments as quickly as possible As we have stated, this customer has been refunded in full We trust that this matter is resolved and our customer is satisfied with the current situation Thank you for your time and considerations regarding this matter and please feel free to contact us if we can be of any further assistance

This company promises things that they aren't prepared to agree to when something happens to the product In this case, the salesman that came out and sat at our table, as we chose the carpet we were going to go with and told us verbatim, "If the carpet ever gets stained by say your cat or dog, no problem! We will take care of the issue no questions asked guaranteed" Well not so much We have been trying to be patient but it has been months and still here we sit with soiled carpet, stained and stinks! We have done everything they have asked for: Receipts of carpet cleanings, receipt of new pad...still no answers What a JOKE!!! DO NOT USE THIS COMPANY

I wish to warn others to never use Express Flooring They spend their money on advertising saying that you have lifetime warranties but when you have a problem, they find ways of not being responsible I contacted them in to come out and give me an estimate on flooring for my home I was interested in wood laminate to replace flooring in two bathrooms that had carpeting put in by previous owners The salesman tried to up sell which is a sales tactic but I could not afford the exorbitant prices so I finally settled on wood laminate at two entries, two bathrooms and a small hallwayThe work was fine and the flooring looked good but when I had other work done by another handyman who referred me to a local store for product, they told me that wood laminate should never be used in rooms with water sources like bathrooms because you don't notice any issues until damage has been done Jump forward to and I noticed my toilet leaking one morning so I shut off the water and looked closely at the flooring and it was all bubbled up in small areas between the toilet and sink This did not happen overnight nor did it happen when I first noticed the leak When I called Express Flooring they told me a Frank in Tucson would call me back It took days before I received a call and then there was a game of call back tag until I finally emailed Express again and Frank got through to me He had all kinds of excuses but in the end only offered to connect me with an installer I told him I wasn't interested and would be filing a complaint with the Revdex.com I subsequently hired a handyman to come in and remove the flooring in that bathroom which with Express Flooring cost about $My handyman installed wood TILE that looks the same and the total cost for removal, product and reinstall, AND replacing the toilet and seal CORRECTLY, was less than $ Shame on EXPRESS FLOORING The marketing company whose daughter and husband SING the ads should be ashamed of themselves for accepting money from Express and associating themselves with vendors like this I will never do business with Express and I will continue telling everyone about my bad experience In the beginning I did refer them to several others and they also had bad experiences with Express It always amazes me when this type of business stays in business Shame on them

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below It is felt that the flooring issue was addressed within the year warranty time period and the $1,that Express Flooring was asking to install new flooring was unacceptable They did offer a $discount but we felt that too was more than we should be responsible for We felt we weren't asking for any more than a company standing behind the product they installed A NEW development today: As of today, June 27, 2014, ***, Manager of Installations, called with the offer of $to replace all the flooring We accepted his offer so we can move on We will keep detailed records of this new installation and any subsequent repairs need Hopefully, there will not be a need for any further negotiations Regards, [redacted] ***

We used Express Flooring recently to re-carpet our entire homeI have to admit I was hesitant after reading some of the reviewsOur experience was excellent and we had zero issues along the wayThe in-home estimate was extremely convenient, the specials seemed more than fair, and Express Flooring halled away our old flooring as part of our specialWe chose the free carpet installation sales because free furniture moving was also includedWe spent just shy of $6,for what feels like very high quality carpet and padWe'll gladly refer Express Flooring to family, friends and neighbors

As we stated in our previous response, we understand this customer is frustrated and we feel horrible that we find ourselves in this situation We fully recognize that no customer every wants to incur fees of this nature But what is the point of making an agreement if one side has no intention on living up to their end? With this being said, it is very important to us to resolve any complaint one of our customer's has regardless of our position on the legitimacy of that complaint In the nature of good customer relations and in an effort to give this matter some closure we are willing to waive 50% of the applicable restocking fee We will have our accounting department issue a refund in the amount of $to [redacted] *** We trust that these actions will suffice is resolving this complaint and again are very sorry that our customer has had anything less than an ideal experience

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction Let us begin by apologizing if this customer is frustrated in any way Naturally we enter into every relationship with every customer with nothing but the best intentions In this particular case, we believe there is some confusion in the work that was actually performed for Mr*** Please know that had we realized that he was confused in any way, we would have addressed this some time ago However, as you can see on the attached document, the needed sub floor work on Mr***'s project was clearly outlined for him in writing And as you can see on this document he has clearly signed off on it and additionally provided the payment to go along with that change order There was more than just grinding that was needed Over feet of subfloor cracks had to be treated with an anti-fracture membrane and we also had to pour bags of a self-leveling compound to ensure the floor was flat and smooth and ready to accept the installation of the flooring this customer purchased If Mr [redacted] was under the impression that all we did was perform a few hours of grinding, we can understand why we would be upset But the reality is that we performed quite a bit more work than that We hope this clarifies everything for our customer Should they have any other questions or need an explanation on anything, we are happy to speak with them Thank you for your time and please don't hesitate to contact us if we can be of any future assistance

December 3, 2016To: Revdex.comAttn: Conciliation & Engagement Specialist RE: ***s - [redacted] Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction Please understand that there are two sides to every story and that while we respect Mr***s's opinion and would love nothing more than to earn his business, we feel that his depiction of the events leading up to this complaint are one sided and not accurate While we always want to earn every customer's business, we are not obligated to sell any customer any flooring they want or any price they want Mr***s has a fairly large scale project that he wants done and he has a specific budget in mind that he wants to pay Regretfully that budget is not realistic We did have a sales rep meet with Mr***s During that appointment Mr***s was very specific on what he wanted We did write up a quote for him within those specifications That quote was submitted to our office for approval, but was not approved as Mr***s' requests were simply not realistic We in turn politely and professionally explained to Mr***s that we could not fill his order His deposit was returned to him immediately with our apologies Upon this complaint being filed, we contacted Mr***s While we feel we have the right to decide what we need to charge for our services, we always want to address and resolve any complaint we ever receive, regardless of how we feel of its validity We offered Mr***s a cash refund of $to simply say we are sorry that he feels the way he does Mr***s has refused that and it appears that his intentions are to try to use complaints of this nature and online reviews to bully us into filling an order that simply unrealistic from a pricing standpoint We are happy to supply Mr***s with the refund we offered We feel giving this customer money, considering the circumstances, is well above and beyond what anyone can expect of us We will only do so if Mr***s agrees that this will resolve this issue in his eyes We trust that these actions, regardless of Mr***s acceptance, will suffice is resolving this complaint Thank you and please feel free to contact us if we can be of any further assistance Express Flooring

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction Let us begin by saying that it saddens us to hear that this customer, or any customer for that matter, is anything less than 100% satisfied with their experience with us We pride ourselves on our customer service and our warranties and please know that we want nothing more than to take care of this customer's concerns As we are sure you are aware, there is no flooring type that exists today that is bulletproof and/or indestructible Every product has its positives and negatives You average customer doesn't realize that a new floor is just a prone to be damaged the day it is installed as it is 2, 5, or years down the road If you walk through any home and really look at someone's flooring you will most certainly find signs of damage and wear & tear in any home Our warranties are the best in our business, but as with any warranty, we cover what we can control We cover the labor we perform and we do it for a lifetime We cover the warranties on the materials as those are backed by the manufacturer of the product a customer chooses But what those warranties don't cover, as with most any product warranty of any kind, is wear & tear and customer abuse This customer contacted saying that they ripped their new floor Naturally since our installers didn't rip it, and the manufacturer of the product didn't rip it, than damage of that nature is not covered under a warranty We naturally explained to this customer that would be a charge to repair this, as would any company in this type of situation Regretfully, Mr [redacted] became upset with this and expressed his concerns to our representative In turn, us being the customer service oriented company that we are, agreed to waive any repair charges on this incident and explained to Mr [redacted] that in the future he needed to be more careful, as typically repairs that are not covered under warranty do involve a cost to the customer Mr [redacted] agreed to accept our gesture of customer service and we set up an appointment with him to have the repair done on 6/12/ On 6/12/we showed up at this home and Mr [redacted] didn't answer the door We called him on a few occasions that day and he never returned our calls We also called him again the following day, and again he didn't return any of our calls In fact, since that date, the only form of communication we received from Mr [redacted] has been this complaint We again called him upon receiving this complaint, and still he has refused to communicate with us We are happy to handle this service for our customer, free of charge We are very sorry that Mr [redacted] is frustrated, but all we have done since we learned of his issues is try to help him All he needs to do is contact us to schedule an appointment for the repairs to take place, and we will happily get him taken care of We trust our willingness to help here will suffice in resolving this complaint and we hope to hear from Mr [redacted] here very soon

We are very sorry that Mrs [redacted] is still unhappy We would like to clarify the fact that we have nothing to do with the date in which the product that Mrs [redacted] will be available We are not a manufacturer and simply have no control over when a separate company decides to produce the materials they sell We certainly did not know that that this pattern, which is literally one of hundreds of options, would not only be back ordered, but would be the only pattern Mrs [redacted] found desirable Ultimately, all we want here is for our customer to be happy and if Mrs [redacted] would prefer a refund as opposed to us performing the repairs, than we have no problem accommodating that request The materials and labor involved in this repair equates to roughly $ In the essence of good customer relations and in an effort to give this matter some closure, we are prepared to refund Mrs [redacted] $as opposed to performing the work that we have discussed If this arrangement is agreeable to Mrs [redacted] , we ask that she please notify us of this fact and we will promptly process a refund for the $200.00.Thank you for your time and we look forward to resolving this matter

What Express Flooring is stating in their response is not quite trueHere in part is their response " They responded to us by asking for new carpet padding, one that was better than the one they had purchased When we asked what type of padding they wanted, they responded by telling us that they didn't know and told us were the experts and to "figure it out" Needless to say, how can a customer accuse us of giving them something other than what they purchased when they couldn't even tell us what they wanted? This being said, we worked through the issue with them We agreed to upgrade their padding at no charge." We did ask for better padding We did not, I repeat, we did not say we didn't know what type of padding we wanted, and that they were the experts, and for them to figure it out! This is a lie! What we told them was that John had told us we would be getting "Memory Foam padding" THAT is NOT what we got! What we were told by Henry the district manager was that they would not lay memory foam padding without charging us more money, even though that is what John told the of us we would be getting when he sold us the carpet and padding! Therefore they did not work through this issue completely!

This company will rip you off and installs terrible materialsThey use illegal citizens and children to install the materialsI had a child working in the house as the translator for the two adults so I couldn't even communicate directly with my installersThe work is awful, I have had the materials repaired times in less than a yearWhen I didn't want "remnants" as they called them, or scraps as everyone else calls them, they raised my price by 30%The carpet was installed damaged but they never made any attempts to rectify the situation they createdThe installation was very poor and very sloppyThe carpet is not stapled down or around the edges of the stairs and is constantly lifting up when I vacuumIt has already had to be stretched in less than months of being installed and I am the only person living in the houseWATCH OUT FOR THIS COMPANY!!!!!!!!!!! They will rip you off and use terrible materials that will break down in a few months

In response to this complaint, please know we are very sorry that our customer is frustrated We fully understand that repairs and/or service work does take time out of our customers' busy schedules In a perfect world, there would never be a need for a repair of this nature With this being said, please know we have been here to help our customer through this situation and since this complaint was filed, the needed repairs to Mrs [redacted] carpeting have been completed We are a stand up company and we will always stand behind our work and honor our warranties, just as we have done for this customer Please know we are here should this customer or any of our other customers if they ever need us.Thank you and please feel free to contact us if you require any further information on this matter

Please be advised that we meet with Mr& Mrs [redacted] over the weekend and are in the process of working out a resolution to their issues As we explained to the, we are very sorry that they are having the issues they are We have no doubt that if everyone is reasonable, this matter should have some closure here very soon Thank you for your time and please do not hesitate to contact us if you need any further assistance

Please be advised that we have been in touch with Mr [redacted] and we are currently working with him to find a solution to his complaints We feel that if everyone involved is reasonable in this matter that it should be no issue to reach a resolution that all parties can live with We look forward to giving this matter some closure here very soonThank you for your time and please do not hesitate to contact us if we can be of any further assistance

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Express Home Services, LLC is a reputable and professional company whose utmost goal is always customer satisfactionWe pride ourselves on our workmanship and our warranties For us to receive a complaint of this nature is very regretful and please know we are very sorry that this customer is frustrated in any way However, please understand that warranty work and repairs are a part of any and every construction trade To give our customer's ongoing peace of mind we warranty the labor we perform for a lifetime However, we cannot fix something if we are not given access to a job site to complete an ongoing repair We would also like to point out that we have already visited this job site to assess the issues at hand and we have placed over half a dozen calls to this customer since then to schedule the work To date, they have failed to return our calls A company who does not honor their warranties does not take the time to inspect a problem and then spend weeks trying to reach a customer While we again are very sorry this customer is having any issues, we feel their statements regarding our service are simply inaccurate On 9/12/14, 9/16/14, 9/19/14, 9/23/14, 9/30/14, & 10/6/we attempted to reach this customer We will continue to try to reach our customer to schedule the needed work and upon us being allowed access to this job site, we have no doubt this minor service will easily be taken care of Naturally, Mr& Mrs [redacted] can feel free to contact our office as well We look forward to touching base with them and working with them through this matter.Thank you for your time and considerations and please do not hesitate to contact us if we can be of any further assistance

I paid extra money to upgrade to a better carpet The carpet installed was sub parThe warranty states yearsIt is only months old & already showing excessive wearI have no children I have no petsThey refused to replace the defective carpetThey sent me a letter stating there is nothing wrong with itTheir year warranty is not even monthsIt is weeks

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction It is always concerning to receive a complaint of this nature We would like to begin by expressing our apologies to our customer for their frustrations This being said, we feel that Mr& Mrs [redacted] are making this matter more difficult than it needs to be and we additionally feel that they are not exactly relaying the entire truth regarding this matter We did in fact have a scheduled appointment with this customer back on 10/15/ Per our customer's request, this appointment was scheduled between 3pm - 5pm Naturally, we have a number of customers to service on a daily basis We are a large company with a large customer base and we are busy on a day to day basis We had a service tech scheduled for this appointment Regretfully, a complication with an earlier appointment caused that appointment to run long which in turn interfered with Mr& Mrs [redacted] 's appointment Naturally this is not an ideal scenario for us or for any company But the reality of the world is that things do pop up from time to time We attempted to contact Mrs [redacted] starting at 3pm We made three phone calls to them between 3pm and 5pm Our service tech additionally attempted to call her two more time Mrs [redacted] finally returned our calls after 5pm She spoke to a phone rep whom explained to her that the department did close at 5pm, but he was going to attempt to reach a manager via their cell phone A manager was reached and within minutes that manager called Mrs [redacted] , but again she did not answer that call The following morning, that same manager called Mrs [redacted] again and again left her a message Mrs [redacted] did return this call a few hours later, however when she called with one intention in mind, and that was to vent her frustrations She expressed her dissatisfaction with the situation, which we can certainly understand, but she refused to set a follow up appointment to get her minor service issue addressed The very following day, another member of management called her again to try to discuss the matter Mrs [redacted] has not returned that call as the writing of this letter We received this complaint a couple days later, and since then we have tried to reach her on three different occasions Not a single one of those calls has been returned.Naturally, we cannot solve this problem if Mrs [redacted] does not communicate with us We fully understand that it was our worker whom got held up at an appointment Please realize that this certainly was not intentional nor was it planned Matters of this nature happen to any and every company from time to time and we are pleased to report and issues of this nature are essentially non-existent in our day to day business That being said, we are not perfect nor do we claim to be Had Mrs [redacted] simply answered our calls or returned our calls, we are sure this could have been worked our with minimal inconvenience to this customer That said, we are at the point we are at now and we simply want to solve the problem As we explained, we have called Mrs [redacted] on a number of occasions to reschedule this appointment All she needs to do is call us back and we have no doubt that this service will be easily resolved Thank you for your time regarding this matter and please feel free to contact us if you require any additional assistance