Express Flooring
Reviews and Complaints

I set up n appointment, got a confirmation, acknowledged the appointment. Then the conststant calls to "confirm" 3 times on Saturday as I am trying o take care of things, then 2 times on Sunday in the middle of my church service, I told the girl to quit calling me. Then she e-mails me instead. And cancels my appointment. This is probably how they would also do the work.

Installed carpet without any issues - followed to install laminate flooring and the experience was horrible - Over $19,000 spent.
Excited job would be completed in 2 days. When we returned home late evening, they were not complete. The entire house was covered in inches of dirt - areas that did not have floor service.
The base boards had unfilled nails holes in them and the lines where the baseboard came together were not filled either.
65" Televison had a huge chip in the middle of it and when we turned the TV on there was a redline through the middle of the screen.
Did not reinstall a toilet in 1 bathroom and the pedestal sink in the other. They stated "they are not plumbers" - plumber enough to take it out but not to reinstall?
Talked with supervisor and still did not reinstall, we had to call a plumber and pay another $1500 to fix both - hole in the floor had to be recut for the toilet.
Contacted the project manager, after initial complaint, has ignored all calls and e-mails.
I contacted a general number and made a separate complaint, was told someone would contact me in a day or 2. A week late, got $300 credit to my credit card for our TV. No one contacted me.
2 weeks later I called again and stated I still have no resolution for the plumber - was told the issue was not escalated and someone would call me in a day or 2 - "if they don't call back again" we are not over 4 weeks after install.

The vinyl flooring in my kitchen was replaced by Express Flooring, but it kept bubbling up off the floor. They came out about 4 or 5 times to fix the issue, but it still bubbles up. I've given up on trying to get the flooring repaired, so I never even called them about the Berber carpeting that was unraveling every time I vacuumed, and is now raising up off the floor in many, many locations. I'll just have to live with it rather than ask for help because their help is not helpful. I'm retired and on a fixed income, so this is it for me. I sincerely regret hiring Express Flooring to do the job in three rooms. What a ripoff! I've even got the lifetime guarantee, but it's worthless due to their inability to fix any problems. Total losers!

When the salesman came and looked at the floor I wanted to be replaced, he advised me that it would be a 3-4 day job. I advised this that on the 4th day my son would be home and we will need to be completed because it was his birthday and we had family plans. He reassured me that, that was no problem. He also advised me that the installers work directly for Express Flooring, which I found out this is not true. I have a pool table that was needed to be moved and was advised that the installers would be certified to move it.
The installers showed up on Saturday, I was advised it would be between 9 and 11. They showed up at 1 pm. They removed the carpet everywhere except for the stairs and left. They advised me they would be back Monday morning at 7:30. I had everything removed from my carpet by 7:30 and they showed up at 9. The installers did not have a vacuum, not type of gadgets to move furniture. I was advised by the salesman that my bed would be moved from one side of my room to another so I can sleep in there. Without discussing anything with me, the installers removed by bedding from my bed and took my bed apart. They placed it on its side, with the finish directly on the round unfloored ground. My bedframe has multiple chips. I did take pictures of how they had my furniture. I was not able to sleep in my room Monday and had to sleep in my son’s room. They left Monday at 4.
They showed up Tuesday at 8:30. I work at a large Financial Institute and have meetings with C level individuals. The installers played loud music and sang very loudly while I was in meetings. I have 3 bathrooms and they used all 3. The toilets, sinks and towels were left dirty with cement (I had tile installed) all over. When moving my furniture in the loft, they placed large heavy benches on top of my pool table. I have pictures. Now 3 out of 4 of the legs are loose. They placed my mattress on the floor in my room so I could sleep in there Tuesday. They left at 3:30. In my room, my phone charger I use every day, last time was Sunday night, was attached to an extension cord but when I went to get it out of my nightstand, only the extension cord was there and my phone charger was gone.
Wednesday they showed up at 8:45. (All times are on my ring camera). While carrying in tiles, my front door was damaged. They chipped 6 of my baseboards. One chip is larger than an inch. They put a hole in my wall in the hallway. When my son came back to my house, when he walked into his room, the first thing he says “Where is my other cologne?” The flooring in his room was not being replaced. I advised him on Monday night when I had to sleep in his room, I noticed it was gone as well, but thought maybe he moved it to his bathroom or something. That night we looked everywhere for it, just to make sure. First, my phone charger is gone now his cologne. I had to talk to the installers.
Thursday when they show up, I ask the guy in charge if I can speak to him in private. I then tell him about what is missing and tell him the stuff had to have gone missing Monday. He states that its impossible that his son and his main guy were with him Monday. Both of them were there Thursday too. He said he was going to go out and talk to them. He comes back into my house and says, “We are no longer comfortable being here, we are leaving.” I say, “What?” And he said, “I am losing money anyways on this job because we get paid per square foot.” They leave.
I called customer service and was advised to call the police and make a police report. I did. I was told my schedule coordinator would call me back. I called customer service 2 other times because I never heard from anyone. I finally received a call at the end of the day from a different scheduler, who advised me that she talked to the installers and heard their side of the story. She made it seems as the installers were the victims. She never displayed any remorse from what had to go through. She advised me my scheduler was out of the office and would call me on Friday.
My house was a mess. The installers never cleaned anything. I had to sweep and vacuum the dust around my house.
Cathy called me Friday and advised me she had caught up on the situation and will have new installers at my house Saturday.
The new installers showed up and my house was such a mess they couldn’t even start working. They cleaned for 2 hours before they were able to continue my floor. These installers were amazing. They worked 8-6 and worked Sunday to try and get my floor completed. They had a vacuum, they had plastic covering. Cleaned every day before they left. They had wheel things to move my furniture carefully.
Tuesday when they were finishing the job, I asked them if they worked directly for Express Flooring and they advised me installers are contracted, which I was told they weren’t. I told them Express Flooring should not contract the previous installers, these installers advised me they tried to find out who it was because of the mess they had to deal with.
Now that my floor was done and I had not heard anything from Express Flooring about my police report and reimbursement for the items taken ( 2 other items were identified taken, my son’s sunglasses and a Nike sweatshirt.) I called Cathy and told her how disappointed I was that not one person apologized for what I went through. She stated no one told her. She said that when she advised me that she had been caught up on the situation she was only told that new installers need to be assigned but she was not advised about any of the damage to my house and furniture. She apologized and said she would speak to her manager. That was 12/17. It is now end of day 12/20 and I have not heard back from anyone.
My house is a mess. I have been cleaning Walls and baseboards for 5 days now and I am not done. I have had cement, black handprints from walls, doors and baseboards. There is paint damage on the stairs ( this was actually shown to me from the 2nd installers). I have to wash every piece of clothing in the closet. I have to find someone to come and fix my pool table. I have to have my baseboards fixed, walls fixed, not sure what I can do about my damaged bedroom set.
All I can say, I would never want the first installers to treat another customer’s house with such disrespect that they had for my house. I hope to hear from someone to make things right.
I am worried that in the future we may realize other items were taken from my house.
I was guaranteed this would be a 3-4 day job. It was a total of 10 day!

Purchased new carpeting from express flooring in August of 2023. Installed roughly end of that month.

During sale pitch and signing of contract, we were shown and promised a free cruise. We were not given a form to complete at that time. We were told that once the carpet was installed, we would get an email with a form to complete and send back.

We have never received the form.

I have called them on multiple occasions to have the form sent immediately so we could confirm that we received it. On each occasion we were told that processing these requests were only done on a tuesday following a request so the turnaround time was always 1 to 2 weeks.

We also were told that our purchase paperwork was found in their "old database". They had changed to a new operating system and that was the reason for delay.

Several calls since then has still not resolved the issue and no immediate action to resolve outstanding issues was ever taken. Always a delay to process.

As the consumer these constant delay tactics feels like a scam and there is no sincere effort to resolve the problem.

I have even reached out to the cruise

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.

We hired Express Flooring to complete a whole house flooring job at our house 8/2022 after a small water leak and since our flooring was more than 2-years old the Insurance Company gave us the money to change the entire flooring of the house. The salesperson stated that all we need to do is have a level floor for the floating vinyl we had chosen. The work started 9/2022. We found mold and had the work suspended and the house was cleaned. The work commenced and the Installation Manager Tony was onsite and noticed that plywood was been laid down and did not say anything about it. The work was completed sometime at the end of 9/2022. Two months later the floor in my husband's office started buckling and we called it. They sent someone out to inspect and that person stated it was my husband's office chair that was causing the buckling and that we needed to place a place office chair tarp or some type of rug. We stated we specifically purchased that flooring, so we did not have to do that. So, at this time they replaced the vinyl in his office. Two weeks later the flooring that was replaced started buckling again, but this time it was throughout the house. They sent another inspector; is time it was Lisa (Corporate Office from what I was told) came with a different inspector. We were told that the flooring would be replaced, and we were put in contact with Mary. Mary started to state that the problem was that the floating floor was placed on top of plywood, and it is the flat of the contractor that laid it not theirs. We stated that Tony was there and saw the plywood being laid and did not say anything. After two-month Mary came out and stated that the flooring would be replaced, they would take it down to concrete. It has been 4-months since then, and on 8/24/2023, the flooring was lifted, and we have been left with plywood only. No one is responding to my calls and yesterday I was told "Mary is trying to get her act together she will call you by the evening." No call yet. I call the customer service number and I am told I will have someone reach out in 24/48 hours and no does.

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.