Express Flooring

While I am satisfied that the job is finally complete I am surprised by some of the comments the company made in response to my complaint. When I talked to Henry on 8/18 and we set a date to finish the project, I told him that it would be done on the 27th or I would take further action. When he asked what that was I said that I would be filing a complaint with the Revdex.com if the job was not finished on that day. The company stated that ‘you run into a situation that is out of the norm, and you need to be creative to resolve it’. My other room was completed in one day and the same supplies were to be ordered for the second room. They would not have had to come up with a creative way to install the transition pieces if the correct supplies were ordered and available the date of installation. They state that they ‘agreed to refund her a token amount’. I agree that the amount is a ‘token’. When I paid almost $6,000 for the flooring, to be given $50 seven weeks after the job was started was not much of a consolation. The company states that their ‘utmost goal is always customer satisfaction’. In my complaint I was not able to address the details of each phone call and contact I had with the company due to the limited number of characters allowed in the complaint. However, I had to initiate contact to set dates and to check on the status of the project for more than half of the phone conversations. During the time that it took to complete the project three of the people I had contact with left the company. I dealt with several different people and, every time I had to start over with someone new, I had to explain the situation from the start. I had to deal with cancelled appointments, waiting for hours for someone to come (only to have the incorrect parts), and unreturned phone calls. The company can apologize for the stress that this caused me, but after 12 weeks of unfinished flooring, $50 is insufficient.

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.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We fully understand that whenever any fees regarding a cancellation are assessed to a customer's order, that customer is not going to be happy about.  The reality no one wants to...

pay a cancellation fee of this nature.  We are very sorry that this customer finds themselves in this situation and we can assure them we wish the circumstances were different.

With this being said, there is a flip side to this.  These types of cancellation fees are in place for  reason.  Just as there are rules and/or laws in place to protect a consumer, there are also items of this nature in place to protect a business like us.  There are very real costs that are involved in filling an order of this nature that we incur well before a customer of ours has their flooring installed.  The purchasing of the goods.  The shipping of the goods.  Man hours in processing an order and the tracking of that order as well.  A customer is allowed three business to cancel an order.  After three business days, we are entitled to as fees to cover our losses when a customer places an order they have no intention on getting filled.  

The specifics of this matter are not exactly as this customer has described.  If we accepted an order that we could not fill, we naturally would never charge a cancellation fee of this nature.  But in this case, we stood ready, willing, and able to fill this customer's order as it was placed. The only thing that happened was the shipment of the goods [redacted] ordered was slightly delayed.  We called him the morning of his installation and explained that we were waiting for the delivery truck to arrive and went on to explain that while we couldn't be there first thing in the morning, we could be out later that afternoon to get their installation done.  This was a special ordered carpet (as the customer explains in their complaint).  This was something that had to be freighted in.  These types of things happen from time to time, and typically when they do, you simply keep your customer posted as to what is going on and most people are very cooperative.  However, in this case, when we called our customer on this matter, [redacted] explained to our installation manager that she was happy there was a delay. She stated she was having second thoughts on the color and she stated she wanted to cancel the order.  

At this point in time, we had purchased goods on this customer's behalf.  We had paid to have those goods shipped to [redacted].  The $370.00 in fees that were charged here don't even come close to covering our losses on this customer's order.  That is neither here nor there, as our policy is listed clearly and we stick to that policy.  Just as we don't have the right to change our policies or the agreements we make with a customer, a customer does not have the option to change the agreements they made.  This cancellation policy is clearly listed on the order they placed with us.  They signed off on that order and on that policy agreeing to it.  We find it frustrating that customer would file a complaint of this nature when they clearly agreed to it at the onset of our relationship as we have done nothing but live by the agreements we made.

With this being said, we never want to receive a complaint of this nature and we never want to have an unhappy customer (regardless of whether or not that customer files or cancels their order).   As we are in possession of the good this customer purchased, in an effort to resolve this complaint, we are prepared to offer them a $500 discount on their purchase price if this customer is willing to have this order filled.  If this is not an arrangement this customer is willing to agree to, we are willing to allow them to use the monies we have retained as an in store credit that they can use on a future purchase with our organization.  

We feel that these two options are more than reasonable considering the circumstances at hand.  We want nothing more than to resolve this complaint and we sincerely hope this customer is willing to accept one of these two courses of action.  They may contact us directly to discuss the matter further if they would like, or naturally we are happy to respond via this complaint.  Thank you for your time and please do not hesitate to contact us if we can be of any further assistance on this matter.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  As with any construction trade, services and/or warranty repairs are a reality of the business we are in.  We pride ourselves on our warranties and the value we can offer a...

customer.  However, what this customer must realize is that all warranties have terms and conditions.  Had this customer contracted with 99% of the flooring companies out there, they would be 100% responsible for the needed repairs.  Most all contractors offer a 1 year warranty, or maybe a 2 year warranty at best.  We on the other hand offer a lifetime installation warranty and we stand behind that.  But again, there are terms and conditions attached to that warranty that were in place well before this customer ever placed their order with us.  Below is verbiage on the warranty, word for word.  

"All warranties whether they be subject to product defect and / or installation are predicated on a pro rated basis. The basis will be determined by the amount of years the manufacturer warranties' the product in relationship(ratio) to how many years the product has been installed in your home. If replacement or additional product is needed, consumer will have to pay their pro-rated share for the amount of years they have used the product. Further, all product defects or replacements (of any type) after a 2 year period the consumer will be solely responsible to pay for all labor costs. All warranties for all flooring are predicated on proper care and are void if customer abuse takes place. In order to keep all carpet warranties in effect the consumer must have carpet professionally cleaned at least once a year and have receipts to validate such. Please remember that flooring will be as good to you, as you are to it. Regular maintenance and cleaning is essential to preserve the quality and durability of your flooring. Thank you for shopping at Express Flooring. 

Stain resistant warranties, soil resistant warranties, texture retention warranties, scratch resistance warranties, tear resistant warranties,  fade resistant warranties all vary depending upon the product and manufacture and are also not to be confused with quality assurance or wear warranties. These warranties are the sole responsibility and liability of the manufacture. 

All warranties are based upon a pro-rated guarantee. All warranties are predicated on a prorated basis by taking the amount of years it is warranted and divided by the amount of years of usage."

Please realize that, and as Mr. & Mrs. [redacted] stated in their complaint, they contacted us with some issues about a year ago.  They were still within two years from the original installation date, and our office responded promptly to their concerns and we repairs them in a quick and timely manner.  Not a penny was charged to this customer for any corrective work, nor was the exchange of any monies even discussed.  This new service that they have requested is surrounded by a different set of circumstances which is why we have quoted them the monies we have.  

We can understand that any customer does not want to pay monies if they feel they can't get around it.  Many customers feel that if they file a complaint of this nature that the Revdex.com will somehow force us to give them something for free.  We fully understand the mindset of this customer and quite frankly, we don't even blame them for asking.  Its the way of the world today and the reality is you never know unless you ask.  But with this being said, we are not asking for anything that is unreasonable.  Mr. & Mrs. [redacted] paid just under $10,000.00 initially for their flooring and the prorated amount on the service work they are requesting will cost them a mere  $1,465.41 to have their flooring completely replaced.  The reality is we are saving them over $8,000.00 as had they used most any other contractor, they would be 100% responsible for the costs involved here.  

With this being said, we want both this customer and the Revdex.com to know that our customer's are important to us.  We hate receiving complaints of this nature and in the rare case that a situation like this pops up, we always try to be reasonable.  At this time, in the spirit of resolving this complaint, we are prepared to discount the quoted [redacted] on the prorated amount for these repairs by $250.00.  We are very sorry this customer is unhappy and we sincerely hope this gesture of good will will suffice in resolving their issues.  They can contact us directly to schedule the work by calling [redacted] during normal business hours and asking to speak to [redacted] in our service/warranty department.  

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

I had some outdoor carpet put in in 2008. I felt it was a high price but worth it because of the 25 year warranty. I asked at the time about the sun damage and he said it was fine, still under the warranty. I thought that was awesome. After about 6 six years I could see the damage and knew I needed to fix it. But, during 2014 I had a baby girl who had open heart surgery at 5 months old and then passed away. This took a toll on our family and I was unable to think about the carpet at that time. Now, in 2016, I am looking to fix it. We were declined to have it repaired by Express Flooring with the warranty. He said that the warranty was a different time frame for outdoor carpet. The paperwork says 25 years. He said without the cause they couldn't do anything. We know it was sun damage. I reminded him that if I would have called him 2 years earlier to fix it they would probably be fixing it again in a few years anyway with the sun damage. He still declined. I know that the sun damage made a big hole but I feel that they didn't keep up their end of the bargain and because their warranties are not fulfilled I can't see myself doing business with them again.

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.

Although tack strips are always used to secure the carpet around the perimeter of the area, the tack strips should not be sticking out and stabbing and slicing my 2.5 year-old son's feet. I have never felt tack strips in any other carpet. Based on the response from Express Flooring, they are suggesting that we should stay away from the perimeter of the room so that we can avoid the tack strips??? That is absurd!! We should not have to restrict our movement in our house to stay clear of the tack strips. In addition, the tack strips are not only around the perimeter of the room, but are located in other areas, such as the stairs. Are we supposed to avoid our stairs, as well??? Express should take the necessary steps to ensure the defective product they installed does not cause any additional injuries.  Furthermore, Express' forms are extremely misleading. We were just signing that an installer had come out and performed work, not that we were "completely satisfied", which we were clearly not since we were calling back every few weeks to have them come back out and have the issue addressed).

We would like someone other than the Service Manager to call us to try to resolve this as the Service Manager is extremely unhelpful and as he has provide inaccurate information to us and in the response to the Revdex.com. We would like Express to come out and nail down the tack strips to try to alleviate the danger they are causing to my family. However, as I am sure Express is already aware, this is not the proper installation method for carpeting and can cause problems with the carpeting and installation in the future, as one of their installers informed us. As such, this is not considered a sufficient resolution. We will pursue other avenues of resolution if Express is unwilling to provide an appropriate resolution.

Regards,

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry that Mrs. [redacted] order did not work out and that she has decided to cancel it.  As she explains in her message, we are aware of her cancellation and it has been recorded.  We would like to point out to Mrs. [redacted] that timelines for refunds are posted on her contract regarding this order.  As with any company, there are waiting periods to ensure that any deposits paid via a personal check clear the customer's financial institution.  We can assure both our customer and the Revdex.com that Mrs. [redacted] will receive a 100% refund of her deposit.  That remittance is scheduled to be processed at the end of this week, per the posted policy on this customer's order. 
We trust that this customer receiving a 100% refund of her deposit suffices in resolving this matter.  Please feel free to contact us if we can be of any additional assistance. 
Thank you for your time,

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  Please know that it is always frustrating and disappointing to hear feedback of this nature from a customer.  Managing situations of this nature is a struggle for any company in our...

industry.  The reality is that in any trade, not just flooring, a consumer does have some responsibilities in regards to care and maintenance of the products in their home.  We do offer a lifetime installation warranty on the work that we do, however that warranty does not cover damage to flooring caused by the customer.  We cover the work we do and we take responsibility for things we have control over.  However, if a customer damages their own floor, we cannot reasonably be expected to simply fix or replace their flooring.  What Mr. & Mrs. [redacted] have not told you is that we have investigated this claim and even outsourced an independent inspection company to assess the damages to their flooring earlier this year.  We have attached the report from this inspection for your viewing.  Please realized this report was generated by an independent & unbiased expert in this industry.  As you will see on this report, they clearly show that the damages at hand were caused by moisture damage and further, the damages were clearly caused post both manufacturing and installation.  We know that no customer wants to get news of this nature and we are very sorry that we all find ourselves in this situation.  We are more than happy to work with customer regarding the costs involved in replacing their flooring, but we simply cannot agree to just replace their flooring under any warranty at no charge, as no warranty covers damages of this nature.  If Mr. & Mrs. [redacted] are open to an arrangement, they can contact our office to work out the details.  We thank you for your time and please do not hesitate to contact us if you require any additional information.

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.

With this response from express flooring it shows the Type of Company they REALLY are. Not for their customers. I'll take the $300 for now, but I will share with ALL my friends, family, co-workers, and [redacted] friends about this TERRIBLE company, Never Do Business with them. I need to take it a step further with news channel 3, as I am Completely Unsatisfied with this. I feel this is a complete RIP OFF, and this company didnt lose Anything except for a customer. Every person in ** needs to know about this company. No carpet was cut or even loaded on a truck, Its still sitting in their warehouse now. They are bitter that I canceled their Outrageous price, therefore need to make some money and charging me this "fee".

Regards,[redacted]

We used Express Flooring recently to re-carpet our entire home. I have to admit I was hesitant after reading some of the reviews. Our experience was excellent and we had zero issues along the way. The in-home estimate was extremely convenient, the specials seemed more than fair, and Express Flooring halled away our old flooring as part of our special. We chose the free carpet installation sales because free furniture moving was also included. We spent just shy of $6,000 for what feels like very high quality carpet and pad. We'll gladly refer Express Flooring to family, friends and neighbors.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  It is always unfortunate when a situation of this nature arises and we would like to begin by apologizing to this customer for any frustrations he has experienced.  Please know that...

our warranties are the best in our business.  But as with any warranty on any product, there are limitations to what is covered and what is not.  Our lifetime installation warranty covers the labor provided to install the flooring a customer purchases from us.  We warranty what we can control and the paperwork this customer was presented at the onset of our relationship with them clearly outlines the warranty which SPECIFICALLY states that damages of this nature are not covered.  We can control and stand behind the work we do.  But what we can't control is how a customer treats and/or cares for their flooring once we install it.  We can take responsibility for our own actions, but we cannot reasonably be expected to take responsibility for the actions of a third party.Again, we are very sorry this customer is unhappy and we while our stance on this matter is firm, we believe in working with our customers in a situation like this to try to give the matter some sort of resolution and we do not mind making concessions for a valued customer.  If this customer would like to have these repairs completed, we will happily perform them  at a discounted rate.  We cannot do it for free, as again, we were not the cause of this issue, but we will work with the customer from a financial standpoint in a reasonable manner.  If this course of action is acceptable to this customer, they can feel free to contact our office at [redacted] and ask for [redacted] who can help them through this process.  Thank you for your time and please feel free 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,

The communication on your part was not good, I called several times and the response that I got was that the check was mailed to me. Then I would wait a week and would not received no check and I would call back and they would tell me the same answer. If they would of told me from the start that I had to wait for 21 days or 30 days for the check to be mailed to me I would of understand but its been more than a month and I still don't have a check. I am would of preferred for your company to have take action on another way but it got really frustrating for me so I had to take the step of the Revdex.com to get a good response and action on this matter.

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.[redacted]What is not understood here is that I have to pick out something for my foyer and make color changes to the already painted door to match what was there. This is their mistake! I have to be inconvenienced because I have NO CHOICE. I will not pick out just anything and be satisfied.  Let me explain all the calls I made I was pleasant it was the customer service experience and they started pushing back the date for the tile to come in and be installed, again I have been dealing with them since Dec. 2014. I initiated all calls no one from the company seemed to take initiative, and when they did it turned out that I was the bad guy for complaining. I want to be refunded for their mistake.  

Regards,

It appears there was a mis-communication between our office and Mrs. [redacted].  If this error was on our end, we sincerely apologize.  We want nothing more than to resolve these issues for our customer.  We will be contacting her to schedule a new appointment for things to be...

addressed.  Thank you for your time and happy holidays.

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.

To begin with if I would of checked the Revdex.com before hiring this company, I would not of hired them. I do see now they have 161 complaints. They say they take pride in their business and customers. If they do this how do they have this many complaints. They say flooring can have mistakes after the first day. I know dozens of people with their flooring never had this problem. The furniture is leaving big dimples in the floor and their are rips down to the cement flooring under the flooring. They are talking out of the side of their mouths about coming out here and checking my floor. They never showed up and we actually waited outside in the garage with the door open waiting for them. I will try to send some pics of everything later today, but not sure if everything will show up on the camera, but I will try. The main thing I want is a new floor from them, like I wanted in the beginning. We wanted wood floors or cermanic tile that looked like wood. They did a complete bait and switch on us. They took advantage of me being sick. The saleman new what we wanted and never brough out of his car wood or cermanic tile. He brought out something call a new age product called fiberglass. He explained to me this is tougher than anytime type of wood and tile and even took his key and scratched over the product that was on hardboard underneath, showing it didn't scratch. We thought it was going to be laid with the board underneath, but this product came in a roll, no board underneath like the sample. Well before 30 days this product bubbled up and actual holes in the product. To me this looks like regular vinyl linoleum. They took advantage of me and did the switch and bait with me. The salesman had several phone calls to his manager and now seeing they fooled me pretending to talk to him and telling him what a great couple we are. He told us a story how lucky we are about a bank flooding and was using this product for the bank and they canceled because of the flood and it was our lucky day. Please help me with this mess and help me get my money back so I can get the flooring I want. This has been very stressful to me, especially since I am not suppose to have any stress. I am a senior citizen and a Viet Nam Vet with many health issues.

Regards,

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry to have received this complaint from Mrs. [redacted] and please know that that she states in her complaint, we have been trying to work with her through...

her issues.  While we understand Mr. [redacted] concerns, we feel that she is misunderstanding some facts regarding her order and regarding this complaint.  To begin, the product Mrs. [redacted] purchased is sold by an American Company.  The product is however physically manufactured in China.  Many companies in this countryoutsource the manufacturing of the products they sell.  This is common in any industry in today’s marketplace.  Many flooring products are manufactured in Italy, Mexico, Turkey, China, and dozens, if not hundreds of other countries.  Each of these countries makes a variety of products that vary in quality and price.  We have spoken to our sales rep whom helped Mrs. [redacted] through her purchase and he has verified that he never said anything that would give Mr. [redacted] the idea that all of our products are made in America.  Unfortunately, from time to time, customers develop certain ideas or make assumptions during the sales process.  We certainly are not mind readers and had we known that Mrs. [redacted] had any misconceptions, we most certainly would have discussed those with her.  The important reality of the matter is that Mrs. [redacted] got the exact product she purchased.  It is a very high quality and durable product and we are sure she will be happy with for many, many years to come.  In regards to the change order Mr. [redacted] speaks of, we ask that anyone reading this realize that as Mr. [redacted] states, it is not unreasonable to charge a customer for unforeseen costs that occur during aninstallation of this nature.  The change order was not “incorrect” as Mr. [redacted] implies.  With all due respect, if it was, Mrs. [redacted] would not have signed it and paid the monies in regards to it.  We charged her for a service that needed to be done to complete her project.  We were upfront about it and went over those costs and the need for them prior to her paying any monies and prior to any of that work being done.  If she had an issue with the monies quoted or the needed work, we easily could have discussed that and hashed it out prior to us getting this point.  In respects to Mrs. [redacted] claims regarding her cabinets, the work in her home was completed and signed off on over two weeks ago.  There was no mention of any damages to her cabinets until well after the fact.  Mrs. [redacted] did email us some photos of the alleged issues and we showed those to the installation team whom performed the labor on this project.  They adamantly deny that these damages happened due to their actions. Naturally this puts us between a rock and a hard place.   We have a customer on one hand whom we want to keep happy.  On the other hand, we have a good installation crew whom has been part of our team for years.  No matter what side we take, we are going to make someone unhappy and the reality is that we will never know what really happened.  Without taking sides, we have no problem making some concessions to make this customer happy to resolve this complaint.  We understand that Mrs. [redacted] has requested $2000.00 back on this purchase.  We regretfully cannot agree to a refund of that nature due to the circumstances at hand.  With this being said, one of Mrs. [redacted] concerns is over the change order monies she paid, which amounted to $500.00.  In the essence of good customer relations, we are prepared to split these costs with this customer on that end of things.  In regards to cabinets, we are prepared to also refund her an additional $100.00 for that matter as well which she can use to have the paint touched up on the cabinets.  Assuming these actions will resolve this complaint, we will refund her a total $350.00.  We thank you for your time in regards to this complaint.  We naturally would have preferred that everything went smoothly with Mrs. [redacted] order, however it is important to us to resolve this complaint.  We trust that the actions we have taken and the offer we have presented will suffice in accomplishing just that.  Please feel free to contact us if you require any further assistance regarding this matter.

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 $150.00.  In the essence of good customer relations and in an effort to give this matter some closure, we are prepared to refund Mrs. [redacted] $200.00 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.

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 can't stress strongly enough if you're having problems with them file a complaint with the [redacted]. Those complaints are the only ones Express will do anything about.
Go to the [redacted] and see how fast they move. Without that [redacted] license they have nothing. The only way to make them stand by their word is to go to the [redacted].
File your complaint with the [redacted]). I got fast action after I filed my complaint with the [redacted]. They [redacted] can pull Express's license if they get too many complaints against them.
IF YOU HAVE DEALT WITH THESE PEOPLE AND ARE HAVING A PROBLEMS GETTING THEM TO DO WHAT THEY SAID THEY WOULD DO, CONTACT THE [redacted] AND FILE A COMPLAINT. I FILED 2 COMPLAINTS WITH THE Revdex.com AND NOTHING HAPPENED. AFTER SEVERAL MONTHS OF TRYING TO GET THEM TO DO THEIR JOB CORRECTLY, I FINALLY FILED A COMPLAINT WITH THE [redacted] AND THAT WOKE THEM UP. web site for [redacted] phone number: (602) 542-1525 and Toll Free outside Maricopa County within Arizona: (888) 271-9286 Revdex.com web site: http://www.arizonaRevdex.com.org/ address and phone number: [redacted] Phone [redacted] Toll-free - [redacted] Fax Office Hours: Monday - Friday 9am - 4pm

I had a estimate for vinyl flooring, plus install. For 648 sq feet, the amount was 11,000.00! 16$ per square foot for vinyl...wow! Can get hi end laminate from home Depot w install for 7$ ..salesman was rude once I told him I wasn't able to afford it.