Express Flooring review: Service/installation

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!

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