Express Flooring
Reviews and Complaints

I've been trying for 30 days to have someone contact me from Express Flooring to have my carpet, which they installed 3 years earlier, to be stretched. I contacted their customer service and was told someone would contact me within 3-5 days. Due to the Xmas holidays, I gave them 2 weeks to call, but no one did. I again contacted customer service and was told that my request would be expedited and that within 24-48 hours I should be contacted. A week went by, and still no one contacted me. I called customer service again and was told that a manager would contact me within 24 hours. It's been 4 days and no phone call. If they're not in the business of stretching carpet, just let me know and I'll go elsewhere. Or if it's not cost effective, let me know. I'll go elsewhere. Refusing to contact me is poor management. I will make sure that anyone I speak with who needs new carpeting to NOT contact Express Flooring.

I’ve been told there is a lifetime warranty on my flooring. But I have called 4 times within 3 weeks and can’t even get a return phone call. Every time I’ve been told someone will call me within 24-48 hours. But it has not happened! I’m very frustrated. All I need is a small piece of trim replaced, the corner broke off. I even asked if I could buy the small piece of trim. But I was told no and that it had a lifetime warranty. Again, I can’t get anyone to return my phone calls!

Predatory company. We were lied to about the quality of the flooring and overcharged. The flooring was scratched before the installers even left the house. The flooring was sold to us as durable, commercial grade (to justify the higher price), scratch resistant, high traffic etc. Paid over $12 a sq ft and that was "on sale" for something that doesn't even fit the needs we told them we had. They recommended this flooring. We said we needed something highly durable and hard to damage. They sold us something that can't even stand up to scooting in an empty chair. They don't tell you the real brand of the flooring when they sell it to you. I got the info off the boxes when it was being installed and it is both not what we were told it was and not priced as high as they charged anywhere else. To be clear, we didn't cause said scratches. We had walked barely 5 ft on the new floor when we noticed it and hadn't touched or moved anything.

FlooringMade purchase 5/18/23. Salesman verified product availability on phone. I was going out of town so I allowed a second week of August install. I gave. Deposit and took an 18 months same as cash. First week of July I get a phone call saying no install until September. I call and tell them to move the 18 months same as cash to start at installation. They say they will contact me. Today I am spending my vacation in the phone with customer service which knows nothing. I ask for a supervisor. They are in interviews I ask to speak to the owner, they don’t know their name. I ask to have the cancellation email. No they will send the email. I ask how I can be sure I signed a contract with Green Sky. They don’t know. In short, I paid a down payment, signed a contract to pay off additional payment of 5900.00 and no one has talked me and there is no one to talk to. These are summer months and the planning of August installment fit my needs. What kind of company is this? The worsT

Express flooring installed carpeting and composite plank flooring throughout my home in 2018. In 2019 I started calling the company because the flooring was not adhering to the concrete pad.

Every time I called, the answer was "we don't carry that floor anymore." I told them I don't need the floor replaced, just fixed. And I called... and called. During a more recent call, I mentioned their "Lifetime installation guarantee" and was told the floor wasn't an installation problem, it was a "product" problem. So yesterday, I was most encouraged by the man who came out.

Someone came out in 2019 or 2020 and looked at it and told me - that isn't right, we (Express) need to take care of that; the last I heard from them. I'm told they have no record of that visit. Now, after repeated calls over the last four years, QA Manager Pavel Prokopenko came out yesterday, gave me his card, and inspected the floor. He found the floor coming up in the kitchen, office, bathrooms, and hall. He tested for humidity (none) and said the company would call me this morning and I did receive a call from Juliet. They offered to fix my floor at a cost of $900.00, but they'd give me a 20% discount which will not result in my cost being $720.00.

I called back to speak to Pavel Prokopenko and ended up with customer service. I was told by the representative I spoke to that Pavel is not quality control, simply a salesman. I am now awaiting a call back from him. I don't know if the price they are quoting is for repair or replacement. But eithier way, it's a lot of money to rectify a sub-par job on my floor.

On 4/6/23 we agreed to have Express Flooring install new laminate wood to replace ceramic tile in our kitchen, great room, hallway and bathroom #2. We realized a day later that the contract did not include their offer of financing at no interest for one year. We called Express Flooring and our sales person, Devon (I believe that's his name), contacted us and he agreed to come out on the first day of installation, 4/11, to correct that. He did come out and after a conversation with corporate, he stated that we had the financing, but he did not give us any new paperwork.

We discovered that our credit card had been charged the full amount due, and not just the deposit. We also received in the mail a contract for the financing. We did not complete the contract because we had already been charged the full amount. I made several calls to Express Flooring. I spoke with Jack twice and Lehal and Mary once each. They each indicated that all they could do was send an email to Accounting and Devon to describe the problem. I never heard from Devon. However, I did hear from Accounting once, who advised me that the only paperwork they had was our original contract, which did not include the financing option. I asked if they had spoken with Devon, and they had not, and they would not agree to contact him or give me his direct number.

We ended up paying the credit card to avoid interest payments, without any help or relief from Express Flooring. I was unable to speak with any supervisors or our sales person again.

In December 2021, I had my home carpet replaced. The sales person told us it would be stain and wear resistant. Had the carpet replaced on Dec 27 2021. Within less than 6 month it was stained, and wear was definitely showing in all rooms. We had the entire house done. It was 8k to replace. Called and they said too bad so sad after 6 months. Now I have carpet that is worn after less than 1 year. Terrible product and lies they imposed. They don't walk the talk. I complained to the register of contractors, and about the BBB.

Recently had flooring installed. The sales person customer support follow up. Or lack if support is disappointment. After her sale was complete her support was very limited. Only made any effort after we requested support from the local office.

The installers were trying to take short cuts on the installation. They actually wanted to install the new floor over the old floor.

I've yet to get any documentation c9nerning the free Cruise that was promised by the sales person, that was one of the main reasons for our decision to have the flooring installed.

I can honestly say that I'm not a happy customer.

So here's my contact information if anyone would like to followup.

Curtis Wherry

[protected]

Im going to start that the flooring install looks good. But behind the good looks there is the experience which was not good.

The Consultation went fair. The sales person used some pressure tactics and we felt rushed in our decision. He gave a brief summary of what the installation would be like, Demo, Install and clean up. He gets a 3 star.

The installation was the nightmare. The installer was 3rd party and shared he was a sub contractor as the original contractor could not do the job and asked him for a favor. Red Flag. This person during the installation was very negative about Express and scared the daylights out of us because he made it feel like the demo work he needed to do would cause my estimate to inflate dramatically. There were some cracks in the foundation, which had been patched in a previous remodel. They were not bad and didn't need any grinding or extra work. The installer made it seem like were going to have lots of extra charges for this too. When Demoing another room the thinset used was pretty heavy on oneside, he made it out to be this horrible job and were gonna be charged for this removal. The installer did not have the proper tools to address this and had to push the demo out another day. The cracks resealed, again no major work, took the guy a total of 1 hour each room to fill. Thankfully this was not added to our bill as there were no major repairs. The next issue with this installer was the lack of sealing up vents and rooms. They used a thin plastic sheet and painters tape in erratic spots to hold up the plastic. This left gaps which the dust was able to penetrate, our vents were not covered and dust was through out the home. While I understand there would be some dust during demo, the sheer lack of sealing off vents and rooms left our home a nightmare to clean. The only thing covered well was my Television. All the other fixtures were loosely covered. Their clean up was to take a dirty rag and move the dust on the floor. They did some vacuuming but not enough to address the dust. We ended up spending hours a full day to Free our home of the dust. Express did have a QA guy come out to check after I raised my concerns. Again 3rd party, took some photos and left. I Don't know if that caused the Installer to change his tune but it was too late. Unfortunately the damage was done, I had no faith in the company, the installer, the process, etc. I couldn't stop the project, and demand a refund. I was bent over and put in a uncomfortable situation. The Installer ruined our experience and I will never ever recommend this company to anyone. Bottom Line, Rushed and pressured sales, horrible contractor/installer. The price I paid this company doesn't justify the experience even though the flooring looks good. Customer gets a negative experience and the company gets paid. Be mindful when considering this organization.

To whom it may concern:

On November 15, 2022 I had new carpet installed in my Master Bedroom. There were several installation guys, none of which introduced themselves to me. I had no idea which one was in charge. The experience was bad, to say the very least. First off, they came in and out of my house bringing things in and taking things out while leaving my front door wide open. I kept getting up, closing the door behind each one, each time. Finally, a couple of them got the hint and started closing the door, while several others just refused. I then decided to stand at the door and open and close it for them while I am bottle feeding a baby in my arms. Needless to say, I was pretty upset about that after an hour or so of being the “doorman”. I am thinking, I am paying for this?

Another issue was one the new carpet was installed, they walked on it with the same shoes they were wearing outside. I would expect them to put booties on when walking on this new carpet.

Once they were finished, they all walked out, did not say anything to me. One guy came back and showed me a blank page with a signature line and asked me to sign it. I had to ask him to show me the other pages, so I can see what I am signing. None of the men showed me the finished product and asked me to approve the work.

The most disturbing part was that I had furniture and personal items stacked up between my bedroom and what leads into my bathroom and closet area. My bathroom is fairly large and has my personal items in it, as does my closets. I intentionally made sure none of the men would not be able to get through to my personal space as there was absolutely no need to be in that space. After they left, I realized that they used my toilet as the seat was left up. I was the only one home that day, and no one in my house would ever use that toilet as we each have our own. I feel extremely violated that they would go through my personal items, walk through my bathroom, by my closet, personal items and valuables to use my bathroom. I can’t guarantee that they didn’t get into any of my personal items or valuables. I literally cried when they left because it was such a terrible experience as they were so disrespectful of myself, my home and made me feel very violated in my own home.

Right after they left, I was looking at the carpet and there were loose pieces everywhere. Especially on the wall. I had to go around and clean up.

I did call the Express Flooring Customer Representative and let her know my frustrations. She listened to me as I cried. She was understanding and empathetic. She said she would bring it up to her supervisor. I have not heard back from her, nor anyone else at Express Flooring.

Katie Ruiz

480.452.3750

19174 E Vallejo St.

Queen Creek, AZ 85142

Summary (otherwise this would take too long). We have made the grave mistake of contracting with Express Flooring. Carpet looks great. Flooring looks AWFUL. When the carpet installers came back to finish one bedroom on Thursday, August 18 to "finish the job," when I pointed out the wood flooring one of the guys had the nerve to ask me, "what's wrong with it?" The better question would have been, "what's right with it?" This looks awful. It's embarrassing. And when I called and raised hell with Todd Verk, General manager for Express Flooring, he told me, "Well, let me get my flooring guy out there tomorrow and get this taken care of." That was supposed to be on Friday, August 19th, 2022. As of this writing, NO ONE has made contact with us. We will find someone to finish the install of our floors CORRECTLY! What a joke. I REFUSE to keep chasing people down to finish a job they are HIRED to do correctly -- not to mention that NO ONE speaks English so communication is a real issue as well!

For a couple of months now I have tried to get someone to respond to my issue and no one seems to care in Phoenix.

Starting on July 19th I have been trying to get someone to respond. I am desiring a refund of $90.00 that I had to pay to have closet doors raised due to wrong size pad installed

Michael Bielicki [protected] [protected]@gmail.com

We had both our bedrooms carpeting replaced recently.

We had specified that the thinner carpet pad had to be used in the guest bedroom due to the hanging closet doors.

The installers instead of coming between 10 am and 1:30 Pm showed up at 3:00 pm

Installers were nice but the head guy insisted that we put the thicker upgrade pad in the guest bedroom. We explained to him that we don't want it.

But they used the thicker pad anyway and hence we could not use the closet doors.

$90.00 later we had the closet doors trimmed to fit above the new carpet.\

I have called numerous times to both the salesman and the install department and they say someone will call you back...WHO...no one has yet to call to follow up.

I would like to talk to the owner of this company as I feel they are ripping off senior citizens/ no wonder you have to pay up front before the job is even completed! Don't use this company, bad reviews I should have checked first before we chose this rip off organization as that's the way I see it and have experienced

I made an appointment with Express Flooring. The representative who came was pretty new. He explains how Express Flooring takes pride in its service leaving no stone unturned. I requested to change the flooring in my living room to match the kitchen floor. The representative did not know how to do that as he selected a color that did not match the installation that was not correct. I now have two different color floors and two different heights. When I spoke with the coordinator I explained this was the wrong color and asked for the correct color. She then forwards me to her "boss" who had the audacity to say "you have a case of buyer's remorse" No I don't I just want the flooring done correctly with the right color. Plus when the installation was done there was damage to my walls and baseboards. Horrible service. I have to find another flooring company to fix their mistake. What a shame Express flooring should be put out of business if they are not willing to correct their mistake. They have no customer service. They do not care about the customer if a mistake was made by their sales consultant and their installation reps.

We had our floors installed on mid December 2021. The floor has multiple hallow areas, uneven baseboards. My kitchen cabinets were damaged because they used the wrong tape and also broke the wood when removing old flooring. Called multiple times and never returned or answer calls. Asked to speak to someone higher that project manager but no answer. Would really like to know if there is enough of us to rake this people to channel 3 news. On my behalf I will be taking legal actions for damage to property.

My flooring was purchased on July19th, 2021 and installed on August 6th, 2021. The installation and the quality of the product have several defects. After several of my calls to Express Flooring to request they contact me, no one has of yet made contact with me. I have several promises but that is just what they are promises. Even though Express Flooring claims to be such a good company, they "suck" and I would never refer anyone to Express Flooring because of the company standing good on their warranty. I am not done with this issue and will be continued trying to contact someone within or outside their company to resolve my issues.

Nancy LaPlante

The process started out successful, however, when I had further questions and reached out to Matt our salesman he was unresponsive. I went days without hearing from him and reached out again and tried to get him to schedule a second visit and no response again. We were totally ready to give them the business, but NOT ANY MORE!