Express Flooring

When I was deciding to have my house re-tiled, I chose to hire Express Flooring for the job. I signed a contract stating that my furniture would be moved and tile would be placed. I paid a deposit after all the dates were agreed upon.

In the early morning on the day of installation, I received a call saying they were cancelling the provided service that day. I rescheduled it a week later. With my house in disarray that week, two men arrived and moved my furniture to install the tile. They did not have the tile with them before coming to my house, so they had to leave, but then never returned. They claimed to have returned, but someone was there the entire day and the installer DID NOT come back. The next day, only ONE man came to install the tile, and it took twice as long as they said it would. I had to hire someone to stay at the house because of the delays.

While I was at work, I was told that there was a crack in my foundation. I gave the installer my approval to have it fixed, however he informed me that I needed to pay extra immediately. I called Express Flooring to tell them I was not home to pay the installer, and they said if I didn’t pay right then, the man would be removed from the job. I found this to be very threatening.

The installer came to my place of work after completing the job. I gave him a cashier’s check for the full amount, including the crack repair. I returned home to see that none of my furniture had been moved back as was stated in the agreement and contract. I threatened to complain, and that evening after 6:00 PM, two men came and moved the furniture back.

This company was very difficult to deal with. There were multiple miscommunications and it cost me extra because of this. I would HIGHLY recommend for others to seek flooring from another company.

We can certainly understand this customer's desire to keep the complaint open until the matter is resolved and we have no issue with that.  We are currently working with them through their concerns.  As Mr. & Mrs. [redacted] know, we are simply waiting on some documentation from them so that we can contact the manufacturer of the materials they purchased to show they have maintained their goods within the needed parameters over the years since this carpeting has been installed.  As a side note, during our visit to this customer's home last week, we were able to confirm that the carpeting installed is precisely the carpeting that this customer purchased when they placed their order with us.    As we stated in our last correspondence, we will continue to work with this customer through the issues at hand.  Thank you for your time and please do not hesitate to contact us if you have any questions or need any additional documentation.

We are happy to report that a service tech visited Mr. [redacted] home this past week and was able to address and repair any issues that were present.  We are very sorry if things did not happen as efficiently as both our customer and we would have ideally liked.  Please know that we pride...

ourselves on our warranties and our customer service, and we are always here for one of our customers.  If this customer ever requires any sort of service in the future we want him to know that we are available to him in any way he needs.  Thank you for your time and please do not hesitate to contact us if we can be of any further assistance.

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,

Karen [redacted]

In response to our customer's comments, the idea here was not to blame anyone.  Please realize that it was this customer who filed this complaint despite the fact that we had already taken steps to resolve the matter.  We feel it is important to anyone reading this complaint that they are advised of ALL of the facts.  The version this customer posted on this complaint was incomplete and one sided.  We are sorry if our statements shed a different light on the matter, but it is the truth.  In no way did we intend to upset them any further. 
As our customer pointed out in their response, the repairs have been completed and their issues are resolved.  If there is anything further this customer needs, they can feel free to contact us at any time.  We are very sorry that things did not go more smoothly during this installation, but we are very happy to hear that the matter has been given some closure so that our customer can enjoy their new flooring for many years to come.

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 $185.00 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 Home Services, LLC is a reputable and professional company whose utmost goal is always customer satisfaction. We 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, & 10/6/14 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.

Express Flooring was an outrageous concept for selling. It would make sense if what they claimed was true but they do not represent themselves well at all. They have hardly any selection, claim that it is all commercial grade materials, and if you don't act fast it is going going gone. Ha - funny thing was I told them I would let them know my answer the follow morning and when I told them I was not going forward with the purchase because the value did not match price, they called me back and offered to do the job for 25% less. I thought the product was going to be gone - ha, it's still there and heavily discounted a mere 12 hours later. Very insulting and I hate to see other people treated like this as well! This is a shady operation! There are way better flooring companies to do business with.

Salesperson, [redacted], came to my home to give an estimate for woodflooring . This was the second salesperson who came to my home. We had specified we were only willing to pay $5000 and no more for the flooring and installation. The first gentleman said it wasn't possible to do this for the $5,000.

We kept getting calls from Express Flooring regarding this matter, and after a few phone calls we made another appointment for a sales consultant to come to our home,with the understanding we did not want to pay more than $5000.

[redacted] came to our home, we once again picked the same product as before and told [redacted] we would only pay $5000 total for material and installation. [redacted] made numerous phone calls to his manager, [redacted], to get the approval, after trying to get another $400 added to the price, my wife once again told [redacted], we would only pay $5000 for the material and installation. [redacted] called and spoke to his manager, [redacted] and got the approval for the price of $5000. We finance this with no interest for two year , obtaining accc# and approval before [redacted] left our homes. All this occured on 01/13/14, with installation set to be on 01/20/14.

We received a call from Express Flooring on 01/15/14 asking for an additional $300-500 to get the job done, after my wife said no, she was told they would tear up the contract.

I called Express Flooring and spoke or at least tried to speak to [redacted] regarding this incident and was told by him, they could not do a job for that amount...I explained to him [redacted] was at our home for an hour and a half...and had apparently gotten the approval from him. [redacted] would not discuss the situation.

I feel this company is dishonest and not reliable

Express Flooring advertises that they offer a FREE in-home estimate with convenient appointment times. I scheduled an appointment for today and received the confirmation email that a representative would be contacting me. However, no one ever contacted me. I called this morning to confirm the appointment and was told that there was NO appointment scheduled for me...but that they could schedule an appointment for TOMORROW...Mother's Day! I refused the appointment for tomorrow. Then I was asked if I was an OWNER or a TENANT... I told them I was a Tenant with a Lease that stated I had permission to replace the flooring. Because my Landlord could not be present for the next appointment, Express Flooring would come out with a $75 FEE. No where on their website does it state that a $75 fee is required if you are a Tenant. This is DISCRIMINATION! I explained to the lady ([redacted]) on the phone that I would send a picture text to the Landlord of the samples that I was considering, and that they would make a decision right there and then of our color choice. I am paying for the installation, not the Landlord. This was not acceptable to Express Flooring. Had they followed through with their appointment for today, the Landlord would have been present since we scheduled this together. I will never recommend Express Flooring to anyone, nor will I ever utilize them. I will take my money to their competitors. I am actually thankful that this happened, and I then looked at the Revdex.com rating for Express Flooring. I had no idea that this company is not Revdex.com accredited! Their ads are a joke and they look for anyway to take money from hardworking individuals! I work for a construction group in the valley and would never contemplate charging a FEE for repairs. Aren't we, as consumers, able to obtain proposals from multiple companies in order to make the best decision that meets our needs?

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.The independent contractor Express Flooring hired told me while he was here that the flooring had been installed improperly.  The laminate should have been able to set in the house for 3 days and not installed the same day.  The people who installed it did not speak English.  They kept calling the company during installation and asking how they were supposed to install it. They first tried to install in going in the wrong direction. I pointed out that this was not the direction it was to be installed.  There was much confusion during the installation.   The independent contractor told me there was no water underneath the laminate. He said the only place that showed high water reading was a small space near the kitchen.  (There is no damage in this small area!) The contractor told me that I was using the proper cleaning products as well!
In my conversations with Express Flooring they told me they were accredited by the Revdex.com.  I told them they were not per the Revdex.com website.  I also brought out the fact that there have been numerous complaints, some similar to mine!  
Express Flooring does everything they can do to not honor their lifetime warranty!
 
I have contacted two different flooring contractors.  One was an installer for laminate and wood flooring and another who was an inspector for wood/laminate flooring.   I was asked by the installer had I put down a film or some type of covering prior to installing the laminate.  They said they this must be done.  I did not let them know name of Express Flooring.  They asked if I the installers let the laminate settle prior to installation at least 2-3 days prior to installation. I told them no to both questions.  (Express Flooring did not do either.)I found a company that inspects these types of situations.  This inspector is one that courts use especially in regard to lawsuit cases.  I sent him the Express Flooring report.  Prior to reading the report, he asked me if Express Flooring did any type of moisture testing prior to installation.  I told him that I was not sure but did not observe that they did any type of moisture testing.  He said if they did, it should have been documented somewhere in their report and for their records prior to installation.The inspector also asked me the same information as the flooring installer.  The contractor should have laid down plastic sheeting or other material prior to installation (which they did not).  He also said that any company that installs laminate and/or wood flooring will tell you that it must be allowed to sit in house for 2-3 days prior to installation. It did not sit for 2-3 days in house prior to installation.After reading the report, the inspector told me the report lacks clarity and could be very misleading.  If you read it, you will see what the inspector is talking about.  Inspector said it was highly unlikely that the damage was caused by any type of water under the house, nor any water spilled or cleaning products.  He said that if the damage was caused by water, the planks would have damage on both sides of the planks.  However, the planks only have damage on one side of the planks that are coming up!

Regards,

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.In regards to our first complaint I fill at this point I have to keep our complaint open until this matter has been resolved. As per [redacted] with Express flooring we will not be able to determine what the problem is until further investigating is done, Express Flooring sent a investigator out four weeks ago he agreed there was some problems throw out the house,  Then Express Flooring sent a repair man out to fix all carpet issues  and he did not have the tools to fix the carpet's, In regard to Express Flooring response to this Sirius  problem I am glad to hear in your response, That Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction..   Now Marie said there will be a inspector coming out on July 22nd after 3pm. So until then  I and my husband are one hundred percent satisfied this claim will remain open . I hope Express Flooring stands up to there word customer satisfaction!!!!Thank you,
[redacted] & [redacted]

In response to this complaint, please know that Express Home Services, LLC is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry to hear of this customer's experience.  Our staff works very hard to supply our customers with nothing...

but the highest level of customer service and quality of work.  We ask that you please understand that replacing the flooring in someone's home is a method of construction.  Construction sites are dirty, dusty, and messy by nature.  We fully understand that when we work in an occupied home, that certain steps should always be taken to protect our customers property.  The flip side to this is any customer having this type of work done in their home must realize that the work being performed is messy and it is not uncommon to have to have the home cleaned after the project is completed.  Upon reading Ms. [redacted]' comments, it seems that the installation team could have used better care and caution when going about their work, and for this we apologize.  Please know this is not acceptable to us by any stretch of the imagination and we will use this information to better train our installation teams.  In light of this complaint, it would be our pleasure to arrange for the carpets in Ms. [redacted]' home to be cleaned at our expense.  We will inform our Tucson staff of this arrangement and they will contact her within a reasonable amount of time to schedule this service.  Thank you for your time and please do not hesitate to contact us if we can be of any further assistance.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  Let us begin by expressing our most sincere apologies that Ms. [redacted] is anything less than 100% satisfied with her purchase.   We feel horrible that she is unhappy and we want her...

to know that we are here to help her.  With this being said, please know that we have already tried to address this matter for her.  Ms. [redacted] purchased carpet from us in September of 2013.  Roughly 6 months later she contacted with concerns stating that the carpeting was matting down in the high traffic areas.  We in turn sent a tech out to inspect the condition of her flooring.  At that time there were areas that were matted down, however please understand that this is normal for any cut pile carpet.  If you refer to any source of information regarding carpeting, you will know that no carpet manufacturer will warranty their carpet against matting and/or crushing.  The reason for this is simply physics.  Carpet is a textile.  It is made of yarn that is woven through a recycled backing.  When you walk on carpet you are naturally putting weight onto the fibers that are under your feet.  This causes the carpet to move and/or lay down.  There is nothing in the carpet to cause it to spring back into place.  This is usually done when a homeowner vacuums their floor.  As Ms. [redacted] described, our tech ran his hands through the carpet in the matted areas.  When he did this he was able to return the carpet to its original pile height and luster.  This is totally normal and is what should be expected of any cut pile carpet of this quality.  However, Ms. [redacted] did express her dissatisfaction with her carpeting.  We in turn contacted the manufacturer to file a claim on her behalf.  We figured that if nothing else, her receiving a report from the manufacturer reassuring her that there was nothing was wrong with her carpet would give her some peace of mind on the matter.  The manufacturer did arrange for it to be inspected and did issue a report confirming that the carpeting was not defective in any way (See attached copy of report).  Upon receipt of this report, we contacted Ms. [redacted] to go over it with her.  Her response was to hang up on our service manager and refuse to communicate with us.  It seems she then went ahead and filed this report.Like we stated earlier, we are here to help our customer.  One thing we cannot do is go back in time and change the product that Ms. [redacted] decided to purchase.  Naturally had known she was going to be this unhappy, we would have suggested she purchase a different product.  But obviously we can't do that, so we must deal with the reality that is before us.  If it will help resolve this matter for our customer, we are wiling to allow Ms. [redacted] to select a new carpet that we can install in her home.  We will credit her order for the costs of her original materials assuming she is willing to pay for the labor on the new installation and any costs regarding any upgrades in the product she picks.  We feel this offer is more than reasonable on our behalf and we sincerely hope Ms. [redacted] will work with us to give this matter a quick and positive resolution.  Thank you for your time and please feel free to contact us if we can be of any further assistance.

I was sold commerical carpet as opposed to residuntial carpet.. guaranteed not to stain.. if anything is spilled, just wipe off with damp cloth. A month after installation, I got these stains that were in the same spots as the carpet I replaced..Per Express recommendation, I had a professional cleaning service come out, and the spots came out,, 2 weeks later, spots in the same place.. They sent out an inspector who cleaned the spots with 'water' and determined none of the discoloration is coming up from the base. I am not happy with this carpet, it looks dirty, I guess the thing I do now is go out and buy a steam cleaner and use it once a week, which, the 'sales person' told me was not needed as it would only remove all the treatments which makes it 'commerical' grade rather than 'residuntial grade'..I live alone, remove my shoes. keep a clean house, and hate this carpet...Guarantee??

set up appointment, per TV & newspaper ad, to get an estimate for install laminate in 3 rooms. Asked for measurement of rooms desired and display of samples with prices for complete installation. Salesman & his trainee looked at the 3 rooms but took no measurements. Immediately advised that laminate was not good in AZ due to excessive heat causing future problems. Tried to get me to name an acceptable price range rather than him giving me an estimate. Finally brought in some samples of a different product. While he never gave any estimate, other than general price range, he asked me to commit to this product by offering a number of cash incentives (per their advertising), without ever giving me an estimate. Even asked me to give him an amount that would be acceptable. Also stated that the product offered by his was "in stock" today, but if I did not buy today, it might not be available tomorrow. He spent about 1 & 1/2 hours using what I consider high pressure sales tactics, & never giving anything that I asked for when setting up the meeting.

We are very sorry to hear that Mr. [redacted] is unwilling to accept out offer to resolve this matter.  We sense from his most recent response that he is angry and/or upset in relation to our response.  Please know this was in no way our intention and we are very sorry if he interpreted it that way.  We are simply trying to give closure to these unfortunate circumstances.  We also ask that Mr. [redacted] realize that he has put us in a position in which are forced to defend ourselves.  He must expect and cannot be upset if we simply state our side of the story.  As we pointed out in our last response, Mr. [redacted] states he had 4 other estimates prior to placing this order with our company.  We do everything on the "up and up" and we are extremely up front with our customers when it comes to pricing.  Mr. [redacted] knew exactly what his financial obligation was when he entered into this agreement.  Nothing was hidden from him in any way. We in turn lived up to our end of the bargain and we delivered and installed his flooring.  Now, he has gone back on his end of the bargain and does not want to pay the monies he agreed to pay.  Mr. [redacted] may not like hearing this, but that is the reality of the situation.  We certainly do not like being put into this situation, but this regretfully is a part of business and we are doing our best to deal with it.  We did speak to Mr. [redacted] before this complaint was filed.  He did tell us that if we didn't give him $2,000.00 that he would file this complaint.  We simply were unwilling to do that as if Mr. [redacted] had told us he wanted to pay $2,000.00 less than what he agreed to pay, we never would have filled his order and we simply would have gone about our business.  He has unfairly put us in a position in which we have to work for less monies than we agreed to originally with this customer.  Again, this may be something Mr. [redacted] doesn't like hearing, but it is the reality of the situation he as created.  Please do not forget that he again had 4 other estimates prior to him placing his order with us.  It makes no logical sense why this has turned into an issue in which a complaint of this nature was filed, considering the statements he has made.  To try to resolve this matter prior to this complaint being filed, we did offer Mr. [redacted] $500.00 if he agreed to not to file any complaints of this nature.  He choose, of his own free will, to turn that down.  Again, we were very up front on this and nothing was hidden.  Mr. [redacted] again is trying to go back on agreement that was previously discussed.  As you can see there is a history here with this customer.  It appears he simply does not feel he is obligated to live up the agreements he makes.  Consumers have rules and ethics that they ideally should live under just like businesses do.  Our society is much more lenient when it comes to the consumer than they are in relation to a company of our nature, but that does not mean that any customer is simply allowed to just randomly decide a month after they receive a product how much they want to pay for it.  Our industry does not work that way, nor does any other industry we have every heard of.  We are sorry to be so blunt about the matter, but again, this is the reality of the world we live in.We offered Mr. [redacted] a refund in the amount of $250.00 in our last response.  We offered this in the nature of good customer relations and in an effort to resolve this complaint.  Please realize that if any monies were actually legitimately owed to this customer, that we would have refunded those well before this complaint was ever filed.  We have only charged this customer the monies we agreed to charge him at the onset of our relationship, and not a penny more, and we delivered to him everything he purchased.  With this being said, and despite the history of broken promises and agreements, as we explained in our last response, we do very much want to resolve this matter.  We will honor the $500.00  refund we spoke of previously to this customer.  We will have to insist that for this to happen, that an agreement be in place and signed by both parties that outlines the terms of this refund.  We would request that this complaint be closed and we would ask that Mrs. [redacted] refrain from filing any future complaints, of any kind, against us.  We make this offer simply to resolve this matter.  It is not to be construed as an admission of guilt in any way.  We have done nothing but live up the agreements we have made since our relationship with this customer began and respectfully need to ensure that these actions give the matter closure once and for all.Mr. [redacted] may contact us directly to work out the details of this agreement if he is willing to move forward.  He may call our office during normal business hours and ask for [redacted] to make the necessary arrangements.  We thank you again for your time and for your considerations regarding this matter and we look forward to hearing from Mr. [redacted].

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry that this customer is frustrated to the point in which they felt the need to file this complaint.  We work very hard to create and keep happy customers and please...

let us begin by saying that we fully understand why this customer is unhappy with the current situation we all find ourselves in.  With this being said, the details of the agreement they entered into were very clear and laid out for them, in writing, at the onset of our relationship.  We ask that anyone reading this please realize that while we can understand this customer's frustrations, that does not mean that we have done anything wrong and/or treated this customer unfairly in any way, shape, or form.  This customer placed an order with our company back on March 24, 2015 for $11,889.91 of custom flooring that was to be installed in their home in Tucson, AZ.  This order, along with each and every order we have accepted over the history of our company, has a clearly defined cancellation policy listed on that contract.  This policy states that any customer has three (3) business to cancel their order and receive a full refund of any deposit they have supplied to us.  This very same contract also states that should a customer cancel an order outside of the three (3) business day period, that the order is subject a "restocking fee".  In order to understand why this type of policy is in place, one must look at a matter of this nature from both sides of the fence.  Please realize that there is a very REAL set of costs that are involved in filling an order of this nature.  Once a customer places an order with out company, they set into motion a chain of events that causes a company like to us to invest thousands of dollars in man hours, materials, shipping, warehousing, and other costs related to preparing and shipping that order for the installation.  Once these costs are committed, they can not be recouped or reversed.  This is precisely why we ask our customers to sign a legal and binding contract when they place an order with our company.  We want them to be 100% sure that they want to move forward with the order and with their purchase.  We have attached our agreement with Mr. & Mrs. [redacted] for your viewing.  As you will see, there are two documents attached to this response.  These two documents are actually printed on the same page of the original document, which is double sided.  If you refer to the first attached page, you will see roughly 2 inches above Mrs. Davis' signature the statement, "I have read the contract including the terms and conditions on the reverse side and agree to be bound by them.".  The second attached page is those "terms and conditions".  The bottom of the page, in BOLD letters, is the customer's "NOTICE OF RIGHT TO CANCEL".  This policy clearly outlines the customers right to cancel the order, without penalty, within 3 business days of the date that they placed the order.  As we stated earlier, this order was placed on 3/24/15.  Mr. & Mrs. [redacted] did not notify us of their intent to cancel this order until 6 days later, which was well outside of the three business day period from the date the order was signed.  In the complaint that was filed, the customer has stated that we have neglected to contact her regarding this matter.  Respectfully, this simply is not the case.  It was on 3/30/15 that this customer notified us of their intent to cancel.  On 3/31/15, Mrs. [redacted] spoke to [redacted] in our office regarding the matter.  During this conversation, [redacted] agreed to significantly reduce the total contract price of this order for our customer.  The reality at that point was that we had already fulled processed this order.  We had purchased and/or cut all the needed materials from our inventory at our headquarters in Phoenix, and paid to have those goods shipped down to our Tucson location.  We had committed a very significant amount of money and resources into this order and we were trying to do what we could to salvage a bad situation.  At first Mrs. [redacted] agreed to move forward and we scheduled her installation for the following week on 4/9/15, as per her request.  On 4/8/15, we called our customer to confirm their installation for the following day, which is standard on any and all installations.  During this conversation, Mrs. [redacted] told us that she was having second thoughts and she decided to cancel the order completely at that time. The following day, [redacted] from our office again contacted Mrs. [redacted] to inquire on the matter.  During this conversation, Mrs. [redacted] simply stated she did not want to move forward and she instructed us to cancel her order, which is exactly what we did.  Regretfully, due to the circumstances surrounding this order, the order was subject to the restocking fee that this customer agreed to pay when she placed this order.  As you can see on the terms and conditions of our contract with this customer, we are entitled to retain up to 25% of the contract price, and the deposit we received on this order didn't even cover 25% of the contract price.  Therefore, we have not processed any refunds for this customer in relation to this order.  As we stated previously, we fully understand why this customer is unhappy.  The reality is that no customer who incurs fees of this nature are ever happy about it.  But the truth of the matter is that this was something the customer was aware from the moment they began their relationship with us.  We hid nothing from them and rather were very up front regarding the details and policies involved in the purchase.  With this being said, we are a reasonable company and we want to work with our customer through this matter.  Resolving this complaint is of the utmost importance to us and we have no problem making some arrangements so that Mr. & Mrs. [redacted] are more comfortable with this situation.   Typically, any restocking fees that are assessed to an order are not refundable, nor are they redeemable on a future purchase.  However, in the nature of good customer relations and in an effort to give this matter some closure, we are prepared to make an exception for this customer. We can allow this customer to use the monies we have retained from their previous order towards a future purchase, with no penalty.  That essentially means they have the full use of a in store credit they can use to redeem 100% of the monies in question.  We feel that under the circumstances, this is a more than reasonable offer on our behalf and we sincerely hope that Mr. & Mrs. [redacted] can rest assured that we will do everything we can to take care of them.  They can contact our office during normal business hours to make arrangements to redeem this credit.  We ask that they simply ask to speak to [redacted], our Operations Manager, when they contact us.  We trust that these actions will suffice in resolving this complaint, however if you need any further assistance and/or information, please do not hesitate to contact us.  33

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 Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  It is always unfortunate and uncomfortable to be in this type of situation with a customer.  While we understand and sympathize with [redacted]...

frustration, we maintain that all actions taken our behalf are well within the agreement we entered into with [redacted] at the onset of our relationship.  In short, [redacted] placed an order with our company on 1/10/15.  They supplied us with a deposit in the amount of $4188.14 which covered the cost of their order.  Our contract allows for a 3 business day rescission period in which a customer can cancel their order and receive a full refund.  1/10/15 was a Saturday, so in actuality, [redacted] had 4 full days to reconsider her decision and cancel this order with no financial impact.  However, [redacted] did not cancel her order during this time frame.  We naturally moved forward with filling this order.  Your average consumer usually does realize the high cost in processing an order of this nature.  Numerous employees and/or departments are all involved in processing, sizing, and creating this order.  You also have to factor in the costs of the actual goods, the customizing of those goods, and the time and man hours in regards to preparing and storing those goods.  As with any contractor, there are terms and conditions of our agreement that protect both our customers and ourselves.  We allow for a reasonable time frame for a customer to reconsider their purchase.  But after that time frame is up, due to the expenses involved, we do notify our customer at the onset our relationship that if they cancel outside of the applicable cancellation period, than they are subject to a 25% restocking fee.  We understand that in this complaint, [redacted] claims to have not signed this policy, however she is mis-understanding the contract she signed on this point.  If you refer to our contract with this customer which is attached, you will on the front page, roughly 2 inches above [redacted] signature, there is a statement that reads:"I have read the contract including the terms and conditions on the reverse side and agree to be bound by them."The reverse side of that document is also attached.  The very bottom of the page covers our cancellation policy.  As you will clearly see, that notice reads very clearly on how a customer is to cancel their order.  It states that a customer must mail a certified notice to our office stating they do not want the goods or services they purchased.  Our address is provided as well.  The reality of the situation is that [redacted] did not contact us to cancel her order until 1/18/15, which is over a week after the order was placed.  This is why 25% of the contract price of this order was retained.  We fully understand that no customer is ever happy when a fee of this nature is assessed.  However, your average consumer understands that when they sign a contract, both parties have certain responsibilities they are expected to live up to.  With that aside, the reality is that we have an unhappy customer on our hands, and this is a situation we never want to be in.  We regretfully did invest a significant amount of monies into the processing of this order, but we do want to resolve this complaint and give this matter some closure.  In the name of good customer relations, we are willing to refund [redacted] an additional $300.00.  We are a reasonable company and we always want to do everything we can to resolve matters of this nature.  Please allow 1-2 weeks for this refund to be processed.   We are very sorry that things did not work out exactly as either our customer nor we would have ideally liked and we hope this customer and the Revdex.com know that we are always here to work through any issues our customers have.  Thank you for your time and please feel free to contact us if you require any further assistance on this matter.