Express Flooring

In response to this complaint, let us begin by expressing our most sincere apologies to our customer.  Regretfully we are  unable to read the attachments to this complaint that Mrs. [redacted] provided and therefore are not 100% in tune to exactly what she has communicated to the Revdex.com...

regarding this matter.  We have tried to reach out to her a few times since the complaint was received, however she has failed to return our calls.  We are aware of Mrs. [redacted] order and we fully understand that she is  unhappy.  That being said, if you read between the lines here, Mrs. [redacted] is not unhappy with anything we did.  She is simply unhappy with a choice she made.  The tile she bought from us was the product she specifically wanted.  She bought it and she hired another contractor to install it.   She then decided after half the tile was installed in her home that she did not like it anymore and she asked if she could return it.  If we sold products that could simply be put back into a box and sold to another customer, we would be happy to accept returns.  But the reality is that this tile is not that type of product and you will never find any company that would accept a return of tile that was already mortared in and installed in someone's home.  
We are not exactly sure what Mrs. [redacted] is expecting us to do, but we are a fair and reasonable company.  As we said, we have left her a few messages and if Mrs. [redacted] would like to call us and communicate exactly what we can do to help her, we are happy to work with her in good faith to reach a resolution to this matter.

In response to our customer’s most recent message, we again feel that we have done everything we possibly could to remedy this matter.  We feel it is appropriate to point out that the matter did take much longer to resolve than it should have, but this was mainly due to Mrs. [redacted]'s availability.  We fully understand that she works for a living and we completely respect that.  But everyone involved, including Mrs. [redacted] must understand that her work schedule played more into these delays than anything we did or did not do.  That said, that idea here is not to play the "blame game".  We think that we can all agree that we all would have preferred that things had happened differently.  In regards to the price adjustment we extended to Mrs. [redacted] when she filed this complaint, we made this offer in good faith and in an effort to resolve this complaint.  If this was "insufficient" as Mrs. [redacted] explains, than she frankly should have communicated that to us.  Rather, she took the monies we offered her, waited until she had them in hand, and now is asking for more.  It feels in a way as if we are being held hostage with this complaint.  The Revdex.com asks that we (or any other company) make a good faith effort to resolve any complaints that are ever filed.  We feel we have done exactly that.  As Mrs. [redacted] states, the minor issues with her floor are taken care of.  We additionally refunded her monies as an expression of desire to remedy the matter.  If the Revdex.com feels that the amount of the price adjustment is "insufficient" and there is a more appropriate amount, than we certainly are willing to listen and consider any feedback they may have.  That said, we do feel that we have done exactly what the Revdex.com asks of any company in this situation and we respectfully request that this complaint be closed showing that we have addressed our customer's issues in regards to this complaint.

[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.]

 
Thank you for helping me. Do I contact Express Flooring to get this corrected? I am not sure.
 
Thxs

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,

I recently had Express Flooring out for a "free" estimate. I told the guy who showed up that my budge was at max was 6000.00, he showed me colors, which none I was super in love with, but I said I liked one, he measured my rooms to be done, then came back and quoted a price of about 7000.00 which was more than my budget, when I told him that was too much and I couldn't afford it, he said well why did I waste his time coming out here if you couldn't afford it, that he drove a long ways to get to my house, I again reminded him of my budget, he said well I can lower it to 6200.00 but he was going to not do everything I wanted, and he eliminated some of the closets. I said no,I think I will pass, he then said he would do it for 6000.00, I was still not sure I wanted to proceed, as I thought I was just getting a quote, I asked if I could think about it, he said NO. If he left this offer left with him, So I felt pressured into signing, which I did. I put a $500.00 deposit down. After sleeping on it and stressing, I went 2 days later and cancelled my order ( I had 3 days to cancel), I was told I would get my deposit back within 10 days. Well 3 weeks have went by and no $ in the mail, I emailed them about it and received a call that they had just cut the check the day before. When I questioned why it took so long as I was told 10 days, the person had no answer, accept they get busy, well they weren't to busy to cash my check the day after I signed but its been almost a month waiting to get my money back, when I continued to question their service and how they do business, the guy got rude with me and told me I can read into it whatever I want. I tried to say I am not reading anything into it, I am stating the facts, he just kept saying the same thing over. Well needless to say I will NEVER do business with them and will NEVER recommend them to anyone I know. This was the worst experience ever. I guess its true nothing in this world is free, not even their estimates.

We had two rooms done....Love the flooring...BUT ---they did not have the transitions for our doorways & said they were on back order......They called, set up an appointment....showed up with WRONG color transitions.......set up another appt.....NO SHOW because of transitions...was called last night to tell me they would be coming today....no show, I called and the man didn't even have me on his schedule, I told him I had received a call the previous night saying someone would be here to install the transitions ..... he asked me if I remembered who I talked too last night, I was so angry I hung up the phone....Will NOT be giving a reference for this Company EVER....What's so sad is we paid everything in front in full --- & then an extra $200.00 to even our floors before they could install my flooring

Please be advised that we have been in touch with Ms. [redacted] regarding this matter.  We would like the Revdex.com aware that we feel this complaint has been filed prematurely as Ms. [redacted] did not even give us 24 hours to respond to her complaint when she contacted us.  As we told her, there...

are multiple disclaimers that Ms. [redacted] signed off on at the onset of our relationship with her that clearly state that we are not liable for damages of this nature.  These damages were reported to our office after her installation was completed and when she signed off, she made no mention of any issues.  This puts us into a position in which we can not verify when those damaged took place.  For all we know they could have been present prior to our installation crew performing the work they did perform for Ms. [redacted], or they very well could have happened after the installation took place.  Our goal here is not to deny anything, we are only trying to explain that there is no way for us to verify when and how these damages occurred. 

With this being said, we always strive to satisfy our customers.  We are currently working with Ms. [redacted] to come to a reasonable and fair solution to her issues.  We have no doubt that if everyone is reasonable here, we will have no problem resolving this matter to our customer's satisfaction. 

Thank you for your time regarding this matter and please feel free to contact us if you require any further assistance.

Please be advised that we have been working with Mr. H[redacted] to resolve this matter.  He has claimed that a bed was damaged during the recent installation of his flooring.  What Mr. H[redacted] has failed to relay to the Revdex.com is that he failed to notify of our office of these alleged damaged until a...

week after the work was completed.  Another interesting fact is our installers take photos of the completed work once they are done.  The supposed damaged bed is in those photos, and show no sign of damage.   Please also realize that our specialty is installing flooring.  We are not professional furniture movers.  We do offer that service to our customers as a convenience, but we do so with the understanding that we cannot be held liable for matters of this nature.  Mr. H[redacted] signed off on two separate documents recognizing this fact.  With all this being said, we again have been working with him to find a solution to make him happy.  Mr. H[redacted] is our customer and we always want to do everything we can to please our customers.  At this point, we have arranged for the manufacturer of the bed to look at it and assess the needed repairs.  We have no doubt that this matter will be resolved here very soon.

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] I was promised a refund of $971 to be exact and I accepted. I haven't received the check yet as it was just promised to me today, Tuesday, 10/11/2016, 8:46 AM mountain time during my 27 minute phone conversation with Mr. [redacted] the company National Sales Manager. He contacted me today early in the morning. He left a message for me to call him back and he provided in his message his personal mobile number so I can call him back which I did at 8:46 AM as stated above. I still have the recording of his message so I can assure you the company knows that what went down was wrong. We reached this resolution after apologizing for the way I was treated which was a welcome change. I 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. I promise to contact you the minute I receive my $971 check via mail.

Regards,

Express Flooring is a reputable and professional company whose utmost goals are always customer satisfaction.  We pride ourselves on our workmanship and our warranties and we are very sorry to have received this complaint.  As Mrs. [redacted] states in her complaint, she and her family did...

have a warranty issues prior to this matter.  As she will attest to, we stood behind our work, recognized the issue at hand, and took the  necessary steps to correct.  In that case, this involved replacing the carpeting we previously installed for them.  Mr. & Mrs. [redacted] did decide to upgrade the carpeting during this process, and we were cooperative with them in accomplishing that.  If nothing else, this fact shows that we are here to stand behind our promises and warranties when the issue is legitimate and within the guidelines of the warranties a customer purchases.  A year later, Mr. & Mrs. [redacted] contacted us regarding a new issue.  This issue was of a completely different nature.  The new carpeting we installed for them sustained some significant damage.  It was clear that this damage was locally caused and had nothing to do with the installation of the carpeting nor did it have to do with the manufacturing of the product either.  Mr. & Mrs. [redacted] disagreed with this assessment and in order to get an unbiased opinion, we had a third party review the carpeting.  This company is a licensed and certified expert in this industry and their inspection showed that not only were the damages locally caused, but in their own words, the damages were caused by "excessive physical force".  
As any reasonable person would understand, products like carpeting do carry warranties, but those warranties are not going to cover wear and tear, or damages of this nature.  Mr. & Mrs. [redacted] seem to be under the impression that they can do anything to their carpeting and that we will simply just come in and replace it.  We are very sorry if were under that impression, but our warranties are clearly laid out on the contract Mr. & Mrs. [redacted] signed when they made this purchase, and damages of this nature simply are not included.  
From a customer service standpoint, we are happy to repair the damage by using a remnant that they have left over from the installation to patch this area.  We are happy to perform this repair at no charge to our customer if it will help in resolving this complaint.  But we simply cannot just replace their carpeting for them or return any monies to them considering the facts at hand.  We sincerely hope that they will accept our offer so as to give this matter some closure.

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. [redacted].  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. [redacted]'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 70 feet of subfloor cracks had to be treated with an anti-fracture membrane and we also had to pour 10 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.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We understand that [redacted] are frustrated with the fact that an alarm wire was damaged during their installation.  We feel that anyone can relate to those feelings and...

understand them.  With this being said, we ask that anyone reading this please understand that there are two sides to every story.  As a contractor whom [redacted] hired to replace their flooring, we feel it is unreasonable for us to be responsible for something that we were never notified of.  We have attached a checklist that our sales reps use on each and every sale they make.  It covers a broad range of topics related to the upcoming installation of flooring that a customer purchases from us.  As you will see on this document, item #5 clearly reads:"If you have burglar alarm wires under your existing flooring, be sure to advise the Design Consultant and Installer as we can not be responsible for damages."Please note that [redacted] initialed by this statement and signed the form at the bottom of the page.  We have forms of this nature specifically to avoid uncomfortable situations of this nature.  In all fairness, we feel that we should not be responsible for these costs that we have been asked to refund to this customer.  That said, our customers are important to us and we always want to resolve any and every complaint we ever received, regardless of our opinions on the validity of the complaint.  From a customer service standpoint, we are willing to make an exception for this consumer.  We ask that our customer please forward us a receipt or some sort of documentation on the costs involved in repairing this alarm wire.  Once received, we will issue a refund in that amount, up to $160.00.  We trust that these actions should suffice is resolving this complaint.Thank you for your time and please feel free to contact us if you require any additional assistance regarding this matter.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry to learn of this customers frustrations and we always want to do everything we can, within reason, to resolve any complaint one of our customers has.  Our system...

shows that both our sales department and [redacted]'s sales representative have tried to call her on a number of occasions.  Additionally, I have tried to contact this customer since receiving this complaint.  As of the writing of this correspondence, [redacted] has regretfully not returned our calls.  The reason we have been trying to reach her is due to the fact that we simply do not understand why [redacted] feels she is entitled to a refund of $1,875.00.  She placed this order with our office on 5/6/14.  The installation took place roughly a week later.  And at no point throughout that process was there every any confusion regarding the pricing.  We have attached a copy of [redacted]'s order. The total contract price for this work is clearly listed as $7,500.00.  [redacted] applied and was approved for a [redacted] account.    She choose to pay 100% of the contract price via that account, which we accepted and when the project was completed, we did process this payment via that account.  We have received no other payments from this customer of any sort.  Naturally, if we owe a customer money, we have no problem processing any refunds that are due.  However in this scenario we simply do not understand why this customer feels the way they do and for us to process any refunds, we naturally need to have documentation or an understanding of why this price would have changed since the goods were delivered to this customer.  We encourage her to call our office and ask to speak to [redacted].  This customers concerns are important to us and we look forward to hearing back from her so that we may give the matter some closure.  We can be reached during normal business hours at [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.  However, my husband has reviewed  his missed called from the last few months and has seen that he had only 2 missed calls from Express Flooring on 9/12/14 and 10/6/14 and no voice messages have been left.  We do not return calls unless we know who has called and a voice message has been left.  Thank you. Regards,

False advertising plain and simple. We used "Express Flooring" because we were on a deadline. The only thing express about them was how fast they cashed our check. We purchased nearly $15,000 of flooring from them and were told it would be installed within a week. After the tile and carpet was laid in the living room and bedroom, they told us the carpet for the dining room was backordered. We have gotten three versions from them. It was backordered, it was delayed being shipped due to weather and the latest, it was "custom" and we knew it would take longer. After we stated we were canceling the contract for the dining carpet, we were told we signed a contract and that there would be a 25% restocking fee ($3700). After protesting for their non performance they dropped this matter. When we asked for a breakdown of the complete contract because the original contract was no longer valid and we wanted to see what we were being charged for exactly, they have outright refused to provide this. On top of it all, the work is mediocre. The tile is not even in the living room and the repeat pattern on the tile was ignored so there are a lot of similar tile in one spot. The seam on the bedroom carpet is visible as well. The workers also did not clean their trash up as promised and haul it away. Instead it was all tossed into our construction dumpster costing us money to haul it away. This company does not have the product they claim. Instead they sell left over stuff from other jobs (this is according to their salesman) and we were told it changes on a daily basis. Their website is more impressive than what they actually do so buyer beware. You would be better off sticking with a trusted local business that does not have hundreds of complaints lodged against them.

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 2 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

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 10/15/15.  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 20 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.

Mr. & Mrs. [redacted] placed a $14,000 + order with our company.  As we explained in our last correspondence on this matter, we are not surprised, nor should anyone be, that they were able to purchase materials on their own and have them installed by a friend or family member for less money then we were charging them.  "Do it yourself" projects always will save a home owner money when comparing the costs of hiring a contractor.  But please don't forget that we processed and prepped $14,000+ of materials for this customer.  There is a cost involved in that.  According to Mr. & Mrs. [redacted] contract with us, we are legally entitled to retain 25% of the contract price on their order, which equates to over $3500.00.  As we explained to Mr. & Mrs. [redacted], we are not pursuing those monies, which legally, we are entitled to.  Mr. & Mrs. [redacted] were very pleasant to deal with and we made an exception for them in the name of good customer relations.  But we agreed to waive those restocking fees to avoid a situation just like this one.  We are very sorry, but the costs of filling and preparing an order of this size are very real.  It is not our fault that they changed their minds and went a different direction.  As we said, we wish them nothing but the best, but at the same time, we simply cannot agree to their requests.  Considering this is a contractual issue that was agreed to in writing at the onset of our relationship with the [redacted] and the fact that we have already extended over $3,000 worth of concessions to them, we respectfully ask that this complaint be closed.  Thank you for your time and please do not hesitate to contact us if you require 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 soon.
Thank 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.]

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,

My wife and I would like to file a complaint ,with express flooring.First of all,my mistake was not to check this company out on line.LET THE BUYER BEWARE!We took for granted,that they advertised on main stream television.That they must be O.K.WRONG!!!!!!!!!!!!!!!!!!!!!!!The salesman feed us a line of B.S.! a mile long.The carpet was not the grade,we paid for!