Express Flooring

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The carpet is not restored to original non-matted condition after vacuuming.  The salesman assured me that this was better quality carpeting than I had in other rooms of the house.  To suggest, as the company does, that I knew I was buying cheap carpeting (at +$4000) is insulting, arrogant, dishonest.  To suggest, as the company does, that I don't take care of the carpeting well enough is simply insulting.  Why in the world they think I would do business with them again is beyond comprehension.
Regards,[redacted]

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction. We have been speaking to Mr. [redacted] over the last week or so regarding this matter. Let us please first apologize to this customer for the simple fact that he is frustrated and that we were...

unable to resolve this matter prior to this complaint being filed. We work very hard here to create and keep happy customers and please understand that we tried to be fair and reasonable with this customer since the beginning of our relationship with him. So that anyone reading this complaint can understand our position, we would like to point out a few points. Mr. [redacted] states in his complaint that he had “received 4 quotes” prior to meeting with our representative. Common sense would tell you that after receiving 4 quotes from other companies and then deciding to move forward with a purchase with our company that there had to be a reason why he choose to contract with us. Once can only conclude that one of two scenarios were in place. Either the 4 other quotes were for similar products of those Mr. [redacted] selected from us, and our pricing was better and more appealing to him. Or, Mr. [redacted] found a product he liked better with our company that was not offered from the other companies he meet with.  Mr. [redacted] has refused to share with us which one it was, but it is blatantly clear that he was a well-informed consumer going into this relationship who had clear options on how to proceed. He choose of his own free will to place an order with our company and he did so under a certain set of financial terms. By Mr. [redacted] own admittance, he is very happy with the products we provided and with the quality of the workmanship that was displayed during the installation. His only concern that he has expressed is in regards to the price. Let us please point out that the pricing of this order was discussed and agreed to prior to Mr. [redacted] signing a contract for the work that was to be done. If he had issues with the price, especially considering he had already obtained 4 other quotes, the time to have expressed those concerns would have been at the point of sale with his sales rep. Rather, Mr. [redacted] waited until he is in receipt of 100% of the goods and services he purchased from us and then decided to contact us threatening to file complaints of this nature against us if we didn’t immediately give him $2,000.00.  Mr. [redacted] also states in his complaint that he concluded that he is entitled to a $2,000 refund because he wants to be reimbursed for a carpet removal charge. The reality of this is that we did perform that service for him. It is not common practice in our industry, or any industry for that matter, to reimburse a customer for a service that was performed. Mr. [redacted] also states that he wants a $400 discount that he was promised at a “home show”. To address this point, please read back through his complaint. As you will see, he was given $3,000.00 is promos and discounts. He received this discount and much, much more. Mr. [redacted] then requests an additional refund stating he was “overcharged”. Again, Mr. [redacted] was in receipt of 4 quotes prior to meeting with our company. He was not overcharged in any way, and if our price was that much higher than our competition, than why did he place the order with us in the first place?  With all this being said, the reality here is that we have a customer whom is less than satisfied. Our philosophy in relation to matters of this nature is that we always want to resolve any and every complaint we ever receive, regardless of our personal feelings on the validity of the complaint. We take our customer service seriously and in the end here, we are prepared to take some steps to resolve this matter with our customer. We simply cannot agree to refund Mr. [redacted] $2,000.00 based off this complaint due to the facts and circumstances surrounding it. However, we are prepared to offer him a $250.00 discount in the essence of good customer relations and in an attempt to resolve this complaint. If Mr. [redacted] is willing to accept this gesture of good will we do ask that an agreement be in place outlining the arrangement. We can provide this to him upon his request. We thank you for your time and considerations regarding this matter and we look forward to working with our customer to resolve this unfortunate situation. If you require any further assistance and/or information please do not hesitate to contact us.

Friendly staff and installers. Job well done at a great price.

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

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,

December 3, 2016To: Revdex.comAttn: Conciliation & Engagement Specialist RE: [redacted]s - [redacted]Express Flooring is a reputable and professional company whose utmost goal is always customer...

satisfaction.  Please understand that there are two sides to every story and that while we respect Mr. [redacted]s's opinion and would love nothing more than to earn his business, we feel that his depiction of the events leading up to this complaint are one sided and not accurate.  While we always want to earn every customer's business, we are not obligated to sell any customer any flooring they want or any price they want.  Mr. [redacted]s has a fairly large scale project that he wants done and he has a specific budget in mind that he wants to pay.  Regretfully that budget is not realistic.  We did have a sales rep meet with Mr. [redacted]s.  During that appointment Mr. [redacted]s was very specific on what he wanted.  We did write up a quote for him within those specifications.  That quote was submitted to our office for approval, but was not approved as Mr. [redacted]s' requests were simply not realistic.  We in turn politely and professionally explained to Mr. [redacted]s that we could not fill his order.  His deposit was returned to him immediately with our apologies.  
Upon this complaint being filed, we contacted Mr. [redacted]s.  While we feel we have the right to decide what we need to charge for our services, we always want to address and resolve any complaint we ever receive, regardless of how we feel of its validity.  We offered Mr. [redacted]s a cash refund of $350 to simply say we are sorry that he feels the way he does.  Mr. [redacted]s has refused that and it appears that his intentions are to try to use complaints of this nature and online reviews to bully us into filling an order that simply unrealistic from a pricing standpoint.  We are happy to supply Mr. [redacted]s with the refund we offered.  We feel giving this customer money, considering the circumstances, is well above and beyond what anyone can expect of us.  We will only do so if Mr. [redacted]s agrees that this will resolve this issue in his eyes.  We trust that these actions, regardless of Mr. [redacted]s acceptance, will suffice is resolving this complaint.  
Thank you and please feel free to contact us if we can be of any further assistance.  Express Flooring

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry to hear that Mrs. [redacted] felt the need to file this complaint.  We are well aware of her situation and while we can certainly understand her frustrations,...

we feel we have been responsive and accommodating to her throughout this process.  Transitions can be tricky.  No two houses are the same and no two types of flooring are exactly the same.  From time to time, you run into a situation that is out of the norm, and you need to be creative to resolve it.  We are pleased to report that the transition pieces have been obtained and installed and Mrs. [redacted]'s project is completed.  We additionally have agreed to refund her a token amount from a customer service standpoint.  This refund has already been processed by our office and Mrs. [redacted] is in receipt of it.  We trust that our actions will suffice in resolving this complaint and please again know that we are very sorry for any stress and/or anxiety this matter caused our valued customer.

I had new carpeting installed it was on the higher quality side and very expensive. It has worn out in less than a year. almost worn thru to the pad. it took serval weeks to get someone out to look at it. then they made me spend money to get it cleaned before they would even submit the complaint. now I have been trying to get a hold of the warranty people to get an answer on what they are going to do to resolve this issue. they never answer there phone or return my messages. I have been calling everyday for a week and only get voice mail and left several messages with no return calls. then anytime I call after four she is gone for the day. this is ridiculous. will never use this company again. more to come if I ever reach someone to find out what if anything they are going to do about my carpeting.

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.

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.

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.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
I prefer to keep this complaint open until the resolution has been performed.
Regards,
[redacted]

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

Good Morning,Thank you for your swift response to complaint. While reading Henry's reply I am amazed at how vastly inaccurate his interpretation is. Considering he was not involved in any part  of the sales cycle or installation I am curious how he has so much information from 3 party that he...

claims in accurate. Lets outline the facts; I the consumer purchased wood flooring from Express Flooring that was not installed not only to my specifications, but to industry standard. I have attached photos of the install that are soar spots proving the quality of workman ship, but hat is not my complaint. I simply did not get what I aid for. Henry finally admits that this all went wrong with the start of the salesmen. I made it quite clear what I wanted, which did not occur. The bottom line is I did not and never wanted quarter round along my baseboards. I agreed to having it around my fireplace where the flooring could not be undercut because it cement, that is what I singed off on. It is an industry standard to undercut flooring to git under the existing baseboard, clearly this did not occur. I did explain that I did not want my baseboards lifted being uneven with the rest of the house. All of this being identified, why was my direction ignored? Additionally, proving Henty is in fact untruthful he explained to me that to replace my flooring would cost them $2700. In his rebuttal, he claims it is $7,000, which is the truth? I assure this is not an isolated incident, and hundreds of others have been taken advantage of  by their smoke in the mirror tactics also displayed in Henry's cunning rebuttal.  https://www.google.com/webhp?sourceid=chrome-instant&ion=1&espv=2&...⇄        Again, I jsut want what I paid for, no crusies, no payout and no paynets off.

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.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
Express flooring  is not exactly truthful in their response.  I only made a complaint after 4 installers could not install my floor properly.  It took another 2 installers to finally install my floor right.  I originally asked for $1660 for a refund with a $4,000 job.  When they offered $750, I accepted immediately because I wanted to move on as well.  
I have reviewed the response made by the business in reference to complaint [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,
Beth L[redacted]

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  Please know we are very sorry that our customer is unhappy in way, regardless of the circumstances.  Please know there are two sides to every story and in this particular case,...

we feel that Mrs. L[redacted] requests are not warranted considering the circumstances surrounding the matter.  We would also like to point out that Mrs. L[redacted] has intentionally waited to file this complaint until after her repairs were completed.  By her own admittance, the only reason she filed this complaint was to try to leverage an refund of some kind.  We have treated this customer fairly and with urgency every step of the way.  Service/warranty work is common in any trade, and the need for a repair from time to time does not entitle a customer to a refund.  This being said, we have been in contact with customer and we have been able to reach a mutually agreeable arrangement to resolve this matter.  We believe that Mrs. L[redacted] has already notified the Revdex.com of her desire to close this complaint.  We are very happy to report that both our customer and the Revdex.com can consider this matter resolved at this point in time.
Thank you very much and please feel free to contact us if you require any additional assistance.

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.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I concluded that Mr. [redacted] had already offered me 500 dollars if I agreed not to forward  my complaint  to any agency or say anything  bad about Express Flooring to anyone. I told him at the time he would have to include the 400 dollar discount from the Maricopa home show, but he refused. so, I will  also  decline   his offer of 250 dollars. I never demanded 2000 dollars as he claims, however I did inform him that I will seek the 2000 dollars if this is escalated  to a court appearance. Mr. [redacted] response to my complaint never  addressed  the issue, it was just scripted words I am sure he uses often. I challenge him to find any big box store, national chain or any private company that would agree that 9500 dollars is a fair price for 570 Sq feet of similar lower to middle of the line tile with installation . He cant and won't do it because no legitimate  business would agree with this outrageous price. Mr. [redacted] also made a lot of assumptions in his response as to what I was thinking.this tactic will not work if this should go to court.Express Flooring  business practices are meant to deceive and intimidate which is what Mr. [redacted] is still trying to do. Please refer to all the many many customers that have complained in the past as compared to the very few positive comments.Thank you for your attention, and hopefully we can get this resolved.Regards,[redacted]