Express Flooring
Reviews and Complaints

Do Not Buy From Express Flooring! My husband wanted a quote from them...I didn't after reading their bad reviews. The sales manager came, gave us the sales pitch..I had my doubts about the density & quality, but he promised the carpet was the newest technology in manufacturing, and the twist would hold...and has a 30 year warranty if it didn't! Well...that sold us and the fact that they would come the next day and install! Install went fine...it looked great...for about a month! I called them about 10 weeks later because the traffic area in bedroom was matting already and as soon as you vacuumed and stepped on it a few times...it was flattened! They send one of their own guys to come and look at it, ( I do not think he liked what he saw) then a month later they sent someone from the manufacturing company to look at it. He did his little test of raking a 18 sq. inch area and took a picture ...no compression at all! (he should have taking another picture once it was stepped on a few times!) Then he sent in his report that my carpet was just fine! I've shown pictures of my carpet to Customer Service Manager; Henry and have talked and emailed with Henry many times. He says I should be vacuuming my carpet every couple of days and I could rake it every day! He also says, that these are not our products, we do not make them! So, I wonder why they sell such inferior products? I really feel I was misrepresented by their products and warranty! Express Flooring is prepared to give me the installation free if I buy more carpet from them! That is not going to happen...I've trusted them once ...I will not be buying any more from them! I would like a refund!

Trust the old saying. If something sounds too good to be true, it is! That's exactly what happens with Express Flooring. After making a point that their estimate was free and scheduling an appointment, they called 15 minutes before the appointment was supposed to be over to say that they were not coming and to reschedule it. As if what I had to be doing wasn't important at all that I could just stop to wait for them again. When I called to speak to someone in charge, that person said to be unavailable and to leave a voice mail that they would contact me the following day! That is a very bad sign about the Customer Service that you will receive once you sign on the dotted line. If you are serious about doing your floors. Select a serious business. Even if they do charge for an estimate. You get what you paid for. Unprofessionalism is what you are going to get with Express Flooring! Also, just type Express Flooring Reviews and you will see that 99% are negative reviews with horrific experiences. It was actually a very good thing that they didn't show up. If they are this bad "before" they have your business and money... Imagine after!

First we we're sold and paid for high quality carpet and padding.When they delivered the pad and carpet, my wife noticed the pad was cheap.so we refused the pad and they brought a better pad The install was done and we had to have them back to fix two door ways, that the carpet was not tacked down.It has been about a week and it is obvious the quality is not what we paid for.My wife and I would never recommend Express Flooring to anybody!

We had laminate flooring installed in our living room, dining room, hall, and master bedroom. The flooring is separating at the seams, peeling, and splitting in many areas. We contacted the manager of express flooring and also filed a complaint with the Better Business Bureau. The manager said the problem with the floor was caused by the way we were cleaning it. We used the mop and cleaning product provided by Express Flooring. They sent their technician out to see the floors and he agreed there was a defect with the laminate flooring that was used. They offered to replace the floor but we would be responsible for the installation and labor fees. This was not acceptable to us. We now have floors that are chipped, peeling and splitting. I would not recommend Express Flooring to anyone. The way they talked to my husband and me is unacceptable. Any reputable company would try to correct the problem to the customers satisfaction. Why didn't the manager come to our home himself. Both technicians he sent were stumped. My advice "Stay Away From Express Flooring".

I had express install carpet and vinyl. I was told it had a 45 year guarantee it was installed last November I have been trying to get it fixed since Feb. and still nothing. Vinyl is ripped coming up in place and carpet is wrinkled across the whole room. it looks like I have had it for 20 years. Their customer service is the worst in the industry. I would NEVER recommend this company to anyone in fact i would love to let people know just what a rip off they are. I have contacted channel 3 news to see if they will do a story so other hardworking people will not be scammed by them
. THEY SHOULD NOT BE IN BUSINESS AT ALL!

Do not buy from the company! Wish I had seen this board before I bought from them. Sure they come right out and can get it installed fast but if you have a problem after the fact they are non responsive. Had them out on an installation issue and they said nothing was wrong and within a year the tile cracks. After a week of contacting them (only one customer service rep and of course he was on vacation) he calls back then a week later a tech comes to inspect, few days later get a call back saying not their problem but will fix it for $250. That for one broken tile. Give me a break. Another issue was after the first install we wanted to add to hall so they sent out the techs with no extra tiles because supposedly what was given to us after the original install would be enough and tech says nope not enough. So this company sends out techs to do an install with no tiles. What if one breaks or an accident. HORRIBLE customer service. I have told everyone about the poor service.

We had dealt with Express Flooring on a smaller job about a year and a half ago, and aside from having to project manage the project ourselves, it went OK.

This time, we wanted to expand on the project we undertook earlier, and contacted Express Flooring to see if we could match the color and size of the tile we purchased earlier. The salesman, Don, came to our home with samples. We were happy with a close color match, given the time lapse between. He insisted on 100% upfront payment, which we paid, even though it is not our normal process. He also assured us that the tile would match perfectly (which he later denied).

On the scheduled day, the crew (2) showed up and quickly removed the carpet and linoleum in the target areas. So far, so good. We left and checked into a hotel, as all main traffic areas were going to be tiled, and we would not be able to walk on it for a couple of days.

Early in the afternoon, we got a call that stated that the new tile was a different size from the old, by about 3/8". This would mean that none of the grout lines would line up. They STRONGLY suggested we add a border and continue. We though about it and decided that would not look right either in this situation.

At that time, we started to go round and round with the dunce in "SERVE US", Frank. Frank was very, very good ad being obtuse, never offering any alternative than the boarder 'solution'. We were never able to speak to anyone in management, and it took 2 days of back and forth to talk to the sales guy again.

We offered a solution where we would continue the project on the 'back' end of the house, if we could return, for credit, the tile we could not use. After a lengthy discussion with management, They agreed to take back the portion we could not use, and credit our account.

The work was completed two days later, at additional expense to us, and three long days of (actual) yelling at Frank. This was by no means., easy or simple or anything other than an installation nightmare.

The work, by the way, was done very well. EF subcontracts all of their labor, and we got lucky on this one.

Never, never again.

Do not buy from this company! We signed the contract and set a date for the install, which was 2 days later. He confirmed that the carpet was in stock. The next day we found out that the carpet was not in stock and set the appointment for a week out. They cancelled again because they didn't receive enough for our home. They received the carpet the next day, but were late for our morning appointment.

We then realized that the carpet they were bringing did not match the carpet that we signed for. They explained how they need to change the name of the carpet to avoid the competition from other companies, but it was indeed the name brand carpet that we paid for. The carpet, however, wasn't near as plush as the name brand carpet was, even though we paid for the plush carpet as stated in the contract.

They offered another option, but that would be another week before they could install it. Our old carpet was already removed and with 4 children (one had already stepped on the exposed tack strips) we could not wait. We offered to pay for the removal of the carpet, which the salesperson said would only cost $20 (not wanting us to remove it ourselves), but they declined and said they would call us after the weekend and decide on a fair price.

Their fair price for removing old, after trying a bait and switch, was half the price of the entire contract. They then threatened to take us to court with their lawyers. They were very unprofessional as we offered to even pay $100 for their labor. They just laughed and said they would see us in court.

Their customer service is horrible. They were not honest in their contract. Do not attempt to work with this company. Chances are, you will not be the exception and happen to receive decent service.

Express Flooring came to our home to give us an estimate on flooring. We explained that we wanted to replace our "builder" linoleum and carpet with something more suitable to our lifestyle. We explained to the salesman that we needed something that would stand up to our large dogs drooling and their nails and we wanted it to last us a long time. I told the salesman that I liked the wood plank look but anything would work as long as it was durable. He promptly went out to his car and brought back linoleum samples. (Apparently he wasn't listening).

He said, yes this is stronger than what you have and "look it has linoleum that looks like wood". We told him NO! He then went and got samples of Laminate. He said this is very sturdy and it won't scratch (He took out his keys and ran it over the surface to show us). I was then sold on this material. What he forgot to mention is that it doesn't like any type of wetness! Did he not see our big dogs and their water dish? So we signed a purchase contract and were happy that it came with a free "cruise" (A joke in and itself! Nothing free about it!).

So the installers came out and worked for a few hours (they showed up when the day was half over). They explained they would finish the next day. We were not happy, since it's supposed to be "Express" flooring. The next day they still did not finish and said they were short a few boxes of flooring and would have to pull from some other inventory to have enough. So day 2 goes by and floor not done. Day 3 and they tell us they ran out of "baseboard trim". They made us run to Home Depot to pick this up which was very unprofessional, but at this point I wanted this project DONE!

They worked until almost 11:00 p.m. and finally left. I was so tired from the 3 days of my house being torn up and I quickly signed the installation slip just so they would leave and I could go to bed. We had to put everything back, sweep etc... ourselves. The floor was decent for a few months, but then I noticed it started separating at the joints and the edges were lifting (almost like the top layer was peeling at the edges). We lived with it for a while but as it got worse I finally decided we needed to do something about it. We had someone come out for service.

He literally told us we were not properly taking care of the floor and he hit the boards with a rubber mallet to get them to go back together. (I was not home during this process). A few more months went by and again it worsened. We had another person come out and he sympathized with us saying he agreed that this flooring probably should not have been sold to us. It's more suitable for families with little or no activity (He chuckled and said "seniors"). He said if he knew Express Flooring, they would want to make this right for us! They have a good reputation for fixing the problems"! Guess what, I just got a letter in the mail "denying my claim".

They will not fix or replace anything and I'm stuck having to pay almost $10, 000.00 for flooring that is falling apart and looks like hell! I will now be hiring an attorney! Thanks for standing by your products! Don't trust them and don't buy from them! Wish I had looked them up before purchasing anything. Oh and the "free" cruise will cost you $50.00 to even process your vacation request. I never took it any further than that. Why should I have to pay $50.00 for something that says "free"! That is a red flag right there! This company sucks! Ripoff!

I purchased carpet from Express Flooring and had it "installed" near the end of May 2012 in four bedrooms of my house. The first problem was they measured the carpet wrong for one of my daughter's rooms, delaying the installation another day. They also did not put any padding under the carpet that was installed in the closets in the bedrooms. A week after the bedroom installation, the carpet is already coming off of the floor. I have contacted you all several times, trying to get the carpet padding installed in the closets, received confirmation, and had two no shows. Today is my day off and was supposed to get the padding in the closests done today from 8-10am. It is now 11:42 am and no call from Express Flooring even after I received an email confirming today's appointment to solve this problem. Customer Service is not a priority to Express Flooring. Whenever I call, I am talked to rudely and unprofessionally.It is impossible to contact any sort of management from this company.

My experience with Express Flooring was a very negative one. Here is what happened to me; judge for yourself. I paid $2, 036 to have fiberglass linoleum installed in my 200 sq foot kitchen and 71 sq foot laundry room, $1, 636 and $400 respectively.

After the workman came but before the installation, my wife began to have second doubts about the fiberglass for the kitchen, preferring laminate. She called Express Flooring and, they were very nice, saying there would be a “small” restocking fee. They asked if we wanted a quote on the laminate, and we said absolutely! We let them know we were also checking with Lowes.

What followed was a nightmare. Express flooring refused to give us a quote on laminate in spite of repeated calls—they later admitted (in so many words) that they are not competitive with Lowes so they didn’t even bother. The “small” restocking fee was $410.38—which would have been okay. But in addition to this I was charged $300 minimum labor, the $400 price on the laundry room was doubled to $817 (cost are higher for smaller areas I was told), and the charge for the removal of the tile in our 200 sq foot kitchen suddenly became $690 in addition to the $300 minimum labor charge. Yes the tile was removed, but that’s all. It wasn’t scraped, the cracks were not filled in and it wasn’t leveled. Lowes told me that it would have taken their crew 15 minutes to simply remove the tile—yet I was charge in effect $990.

The work on the 71 sq foot laundry room was excellent, but I ended up paying over $18 square foot for glorified linoleum. Needless to say I am not a satisfied customer.

Dr. Charles Rasmussen

The company had 2 weeks before installation date. They led us to believe that installation would take place "first thing in the am". I had a call mid morning saying that installers would not be here until 2pm. I had rearranged my schedule so I was available. I also have a large Doberman that needs to be kept on a leash while strangers are in the house. 2 Pm came and went with no call to update me. I called company at 230 and they said the job was in progress! REALLY, because they were not at my house. Then she said she would call them. They said they are "on their way"... but how much longer? I was not told. At 3 pm I made another call to the Express number as I was speaking with the lady they crew arrived. I tried to explain that it is common courtesy to call when you know you are going to be late.. it was to no avail as the crew cannot speak English. I called company back to explain this to them as they must not know this. Also made a complaint to a manager named Henry. They installed floor and did a good job... but when they asked me to come and view ... it was not finished! They came to the job without all of the supplies and said the transition pieces are "special order"... well they had 2 weeks to "get them in" and should not have come to the job unprepared. I would have to call the next am and book another time for them to come and finish. This will of course mean for me to rearrange my life YET another day. No one called me back to apologize. I received a call the next morning saying they are sending "a guy" out to finish the job will I be home... yes I will have to be home. Very unprofessional service. VERY POOR customer service.

An Express Flooring salesperson recently came to our house for an in-home estimate. He was due to show up between 12 and 2 pm. At about 5 minutes until two, we called the company to make sure that he was on his way. At 2 pm, he showed up and stated that he was late because he had to drive TWO AND A HALF HOURS to Sierra Vista. Right away, we could tell that he was irritated for having to come to Sierra Vista. When asked where he came from he stated Tucson, which is only a little over an hour away. Second, I had to ASK him to bring in samples of laminate and wood products. The samples he brought in were cheap looking, there were VERY few samples (less than 10 laminate and only 3 wood), and the salesperson knew next to nothing about the products. For instance, when asked what the cost per square foot was, he stated, “I do not know.” When asked what type of wood he was showing us, he stated, “I do not know.” Despite his lack of knowledge and unprofessionalism, we mistakenly decided to get an estimate to have wood flooring in all four rooms and a closet, approximately a $9000 project for Express Flooring. He gave us the cost of the project and then said that if we wanted the floors we had to make the decision NOW. When we told him that we were only looking for estimates and that we had company coming to give us an estimate tomorrow, his reply was “you should have thought of that before you had someone drive FOUR hours to get here” (it went from 2 1/2 to 4 hours). He continued to be belligerent, and I then told him that he had to leave.
When I called to set up the “free at home estimate, " I explained that I was shopping around for flooring and that I was looking for the best possible price. The person at the call center said that it would be fine and that the sales rep would be more than happy to give us an estimate and show us some samples.
In today’s economy, making a purchase of $9000 dollars is not a decision made without exploring other options. Express Flooring plasters the television with promises of quality products and professional service; this is not what we experienced.
Despite hearing several horror stories about the company’s selling practices and workmanship from various people, I decided to get an estimate in order to make an informed decision based off my personal experience. I was not disappointed with the result and am extremely grateful that I was enlightened about Express Floorings questionable moral and ethical practices before I made the decision to have them in my home a second time.
“While it may be true that the best advertising is word-of-mouth, never lose sight of the fact it also can be the worst advertising.”

Four hours late on first day of install.

Five hours late on second day of install due to a "tire blowout" on the freeway. No problem, things happen. But five hours to change/fix a flat? Really? I don't think so. When they arrived, my wife was talking to the installers and discovered that they never had a blowout, but they were called in to help on another job.

I was furious, and I called the head dispatcher "Tony, " who was immediately defensive. He claimed it was the first he had heard of the situation. He "investigated" and offered no apology. Installation was finally finished at 11pm because he forced his installers to stay late.

No follow-up call about our horrible installation experience, despite shelling out a chunk of cash for the wood floor. I filed a complaint with the BBB for lying and decieving customers and for poor customer service (their call center is horrible). Finally got a response, and Express Flooring claimed I "accused" them of lying the moment they called to inform me of the "blowout." They completely shifted the blame to me, THE CUSTOMER! Unnacceptable way of doing business. I've rejected their BBB resolution until I get a response with integrity.

This company could have earned my business for tile installation (and word of mouth to multiple friends and family in the area) but they blew it with their horrible customer service. You don't lie to customers, and you definitely don't call your customers liars.

During the sales pitch the sales rep (Chris) showed us this very professional and well created PowerPoint presentation. Further, Chris had my wife and I fill out this questionnaire asking us what our top 5 concerns were. Trust was our number one concern. Chris than focused his presentation to this concern. He listed several reasons why we should trust Express flooring . The number one reason he spent a extrodinary amount of time on was explaing how Express does not have the typical model of utilizing sub-contractors to install. Express exclusively uses thier own employees which have to clear a background and credit check pr they cannot work for Express. He further went on to elaborate that is why Home Depot fails, because they hire illegals and criminals (He actually had a PowerPoint slide that stated this). He then showed us statistics on why Express does over 20k installs a year because the Air Force exclusively uses them because of their direct employee installer base and the stringent background and credit checks they do. Further, he explained that when the installer is done, he will clean up after themselves by sweeping and vaccuming thier mess. Well, let me tell you, I am here to report that several of the things Chris assured us of, did not happen. For starters, the gentlemen that showed up at our door was a nice and well mannered young man but, looked like a Biker. But, when I asked him if he was a direct employee, he said no sir, I am a sub-contractor. He did a good job but, when he left, he did no clean up, we had to do it ourselves. Chris, our sales rep told us the other reason Express is so successful is because they dont use a knee kick stretcher. They exclusively use a "Power Stretcher" that does a better job than the knee kicker that Home Depot uses. When I saw the installer using a knee Kicker, I asked him if he was going to use a power stretcher and he said no, they only use that for ber ber carpets and commercial jobs. I dont want to bore you, I think you get the jist...there are many other things that Chris said that did not come true. Which makes me wonder if the warranty Chris sold us will be executed on as sold. BE CAREFUL with Express. As you will see, there are many complaints on them and I wish I would have seen this website before I gave them our money. GOOD LUCK!

Express flooring was my first choice for getting new carpet. And when I filled out the free estimate form online I was pleased to get such a fast response from Heather Emerson (Phoenix, AZ) But after being put on hold immediately and then somehow I was transfered to another employee, Cassandra.
I was incredibly upset with how i was treated and how she wasn't listening to my requests what so ever. and when she went to scold one of her employees about how I was transfered to her ... she didn't even bother to place me on hold. I found her so unprofessional, I told her I would rather go through another company now. Shortly after hanging up the phone i received an email from Heather Emerson, I assumed and was hoping it as an apology, but it was actually an email Heather Emerson had sent out to her department and accidentaly sent to me...this is the email i received:

Website Feedback Form: Website Lead ( Page)

nbox
Reply: Heather Emerson to me
show details 4:28 PM (34 minutes ago)
Was on the phone, put call on hold because other lines where ringing, Cassandra pick up the call when it rang back. We both think it was a kid because she sounded like she was 7 years old & she gave us different answers.
Heather M. Emerson Customer Services
Express Home Services
4110 W. Washington St. Suite #100
Phoenix, AZ 85009
Phone: [protected] Ext 3018
[protected]
Fax [protected]

I am amazed at how careless, rude and unprofessional these employees were all because of my voice... I am VERY upset. My voice is something I can't change... I hope they don't treat everyone they speak to like this.

A complete fiasco! I contracted with Express Flooring to install hardwood floors in three bedrooms. Terms of the contract included the moving of all furniture and the removal of all carpeting. The install was scheduled to take two days (Saturday, Monday). I was told that the install crew would arrive between 9:00-11:00 am. I called for an updated ETA at approximately noon. I was told that the material for the job was still en route to Tucson from Phoenix and would be arriving "soon", which meant that the install crew would not be arriving on time. Next, received a call and was told that the truck carrying the material had a blowout and was stuck in Casa Grande. The service associate stated that the install crew was going to drive to Casa Grande to pick up the material and then come to me home for the install. When I called back again for another ETA the service associate advised me that the install crew had been working on another install that morning, which took longer than expected, and that that was the reason they were running late (so much for the "blown tire" story). Because it was getting so late, I took it upon myself to move all of the furniture and pull up the carpeting just to speed up the process a bit. Good thing I did! The crew arrived at my home after 2:00 pm and finished up the master bedroom just after 9:00 pm, on a Saturday! Then, because the glue was not yet dry, we could not move the furniture back into the master bedroom, which meant that my wife and I got to sleep on the living room floor that night. Monday morning, the install crew arrived, right on time, and promptly began working on the second of three bedrooms. I then learned that not enough material had been ordered, meaning that the third bedroom would not be finished until a later time. How will this pathetic story end? I'll let you know when, or maybe I should say "if", it ever gets done. One thing is certain, Express Flooring is a terrible company and should be avoided at ALL COSTS! The only positive comment I can make is that the actual install crew, led by Mario (last name unknown), worked very hard and did a great job on the floor. This entire disaster was clearly due to mismanagement at the hands of Colin (last name unknown, [protected]).

We had carpet and vinyl flooring installed on September 13, 2010. After one week the carpet showed wear - track marks in hallway and other areas which vacuuming did not fix. We had requested from the sales person a carpet that would withstand traffic and would be easy to maintain. The sales pitch we received was deceptive and high pressure.

We were told the "special" would only be available for one day and we needed to pay in full that day and have it installed the following day to take advantage of the "deal". He received several phone calls from his warehouse saying they were selling it to someone else and we had to do it NOW. When I complained to Express Flooring they told me to have the carpet steam cleaned, at my expense, to see how it looked. When I refused, based on advice from another Shaw carpet distributor, they said it wasn't their responsibility. So I contacted Shaw Industries, the carpet manufacturer, who requested the Product Name - I asked Henry at Express Flooring for this, as it wasn't on the receipt we got from them - they refused to give it to me and said they would get in touch with Shaw themselves - I guess they did because somebody sent a carpet inspector. The inspection report said the warranty on the particular carpet, which was very low quality, did not cover our type of wear marks. They said the carpet was suitable for light traffic areas or rooms that don't see daily use. Shaw told me to go back to Express Flooring. I did that and they said they could do nothing – the carpet was fine.

We contacted another Shaw Distributor in our area who came and had a look at the carpet. He said it was inferior quality carpet for which they had grossly overcharged me. Express charged me $5, 489.69 for carpet and vinyl worth less than $1, 300. Most importantly - the salesman never told me any of the specs of the product. or what the price per SF for the material was...and NEVER went through the print on the back of the contract, especially the last paragraph telling you that you have the right to cancel this contract (which did call for a signature) - yet never mentioned it. They also did not give me a copy of the warranty, but told me verbally the carpet had a 20 year wear warranty. Shaw Industries supplied a generic warranty, at my request, which stated the type of wear showing on our carpet was not covered. I filed a complaint with Better Business Bureau but they could do nothing. Express Flooring told them the carpet was high quality and performing as expected and that I was experiencing “buyer’s remorse”.

Express told me they only use very high quality, commercial grade, flooring - stuff left over that their "high end clients" paid double what we would pay. Would not give me a breakdown of the costs (explained that they just give you one price "so as not to confuse you. We still don't know who manufactured the carpe or vinyl that was installed.

I called to cancel this order the same day I signed the contract and was told by the salesman, Neil Hoffman, that it was too late – the check had already been banked.
Everyone should check with BBB, ROC and /link removed/ before doing business with this unethical company.

I had a presentation of installing laminate flooring in my home on 7/28/10 at which time I placed a $700 deposit to get the work done. The next day, after reviewing the thousands of complaints against this company and seeing their F rating from the BBB, I cancelled the contract both by phone and in writing via certified letter which was received by them on 7/31/10. I have been trying ever since to recieve my refund and it get a different excuse each time (the contract states that any refund will not be processed for 21 days, "it has been sent for approval", "it will be processed by the end of the week", etc.). It is now over TWO MONTHS and still no check.

What a horrible way to run a businesses.