Express Flooring
reviews and complaints

We hired Express Flooring at the suggestion of our Kohler designer who knew "a guy" and could get us a great deal on tile for our bathroom remodel. We chose to do tile in primary bathroom and extra bathroom upstairs. The setter that came didn't cover anything and spilled concrete and grout all over our stairs and left a mess by the outside gate where he mixed. However, that really is not our issue. The setter broke both toilet valves over-tightening them and reset our primary toilet incorrectly and we woke up the next morning to our living room ceiling having water coming through and all over our downstairs laminate flooring. Thirty plus calls later and nothing has been done. We had to hire mitigation and reconstruction group ourself and are having to pay the deductible to our homeowners insurance. Yes they will subrogate it. The real problem is that the setter did a horrible job cutting and setting the tile and we have a crack in one of the tiles and it needs to be replaced. And after over 30 calls we can't get anyone out here to fix it even though our contract reads that they "guarantee" the work. This has all happened in the last three weeks. We started with a shower remodel and now our house is a catastrophe. I have filed with the BBB and starting the complaint with the Registrar of Contractors.

This company hired a sub-par tile setter and does not even back up their work or damages caused to our house. We are over $8, 000 in damages as we speak and three weeks in to trying to return our downstairs to "normal".

I advise not do business with this company ever!

I would not recommend using this company. They have very deceptive business practices. My father, who lives in Tucson AZ, had them install a floor. They have never provided an actual invoice with a breakdown of sq. ft., cost of material, cost of installation, despite requests of this. They advertise up to 63% off of flooring and then they don't provide an actual cost breakdown.

Buyer beware. I would never recommend a company that does not provide an estimate that clearly breakdown the costs, nor provides an actual invoice detailing costs for the material, supplies, and labor.

They are a ripoff. I would estimate that rather than saving "up to 63%" they charged anywhere from 33% to 50% more than was reasonable for equivalent materials and installation. BEWARE!

My mother-in-law floor was installed in may 2018, I been trying to contact customer service since june 2020. I finally had someone come out to the house on aug. 28, 2020 to look at the floor, the guy that came out put tape across the area that was lifting and informed us that someone would be contacting up in the next week. Week went by with no contact, tried calling them leaving messages, no one called so I contact bbb and they contacted me two days later.
When the manager contacted me he basically said there was nothing that can be done, and when I asked about the life time warranty, he claimed that's only for parts and installation. I said ok, the floor is lifting that installation.
He stated that he wasn't sure, but the only thing he was willing to do was charged us for a new floor but wave the installation cost.
I feel that is so wrong my mother-in-law spent over $11, 000.00 on her floor she should not have to spend any more.!

See photos. This is the second carpet they installed. I was told when I purchased it, it was there BEST carpet and why it was double the price of all the other quotes received. They claim they can fix it but when their installer, Juan, arrived, he said it could not be fixed. Then they said they would send someone else, who did not show up.

Our experience with Express Flooring started 4 years ago in November 2015. And since then it has been nothing but one issue after another, culminating in this week's nightmare. This is the third time carpet is being installed (two reinstallations) into my home due to warranty issues and poor installation.

Earlier this week we received an email from Bret to confirm the tile removal. I immediately called Bret, left a voicemail then replied to the email to remind him that this was a carpet installation, and was assured it was fixed. Friday morning a crew showed up to do the tile demo. Obviously, we turned them away and I called Bret, left a message and emailed him. Then called the office. Eventually, after multiple calls to Flooring Express throughout the morning and early afternoon, Devon called me late Friday afternoon saying he though this was supposed to be a vinyl installation?

Today has just been an addition to the nightmare. I have been in constant communication with Bret and there has been nothing but mistakes made. We are in the middle of having the carpet installed at the moment, and not enough carpet was ordered for to finish the job. Unfortunately Bret, you didn't listen to the things that I had said and ordered the wrong amount of carpet for the job that was needed. I have every email that I have corresponded with you from the beginning. I can't believe that I was charged the upgrade amount of $1, 427.25 for this whole job to just still not be done properly. I have absolutely no faith or confidence in this company. Now somebody has to come back on Monday, which is going to interfere with my work schedule, to finish the job. And even the upgraded carpet still looks like extremely poor quality.

The only positive thing I can say is the installers that are here today have been incredibly kind and hard-working and seemingly embarrassed that they could not perform the job that they were called in to do on their day off.

The initial carpet and the first replacement carpet was such poor quality I question why you offer it. I hope that this "upgraded" carpet really is a better quality.

Was now informed by Henry, Monday morning that carpet can't be installed until the following day. Beyond frustrated that I took the day off from work and now having to adjust my day tomorrow.

A large home improvement project, such as having flooring replaced, is disruptive enough one time, but repeating the process two additional times is beyond frustrating. My husband and I would like compensation for the time we have invested preparing our home for two additional carpet installations as well as the multiple mistakes made on the current, unfinished installation.

Warning: Never use Express Flooring!
Date of contract 6/10/2019
Salesman: Corey Hoffman

Date flooring installed: 6/11/2019
Complaints:

Salesman: did not give us what we requested. He did not provide us with an itemized contact so we could understand that we were getting what we asked for.

Installers: they were not professional installers. The work was sloppy, had glue on my kitchen cabinets, on my drapes, and the basebaord. Installer used my personal property to mix his glue and then left it sitting in water in my kitchen sink. The chaulking is horrible both in the kitchen and 2 bathrooms. It is on the new flooring, cabinets and baseboards.

Complaint inspection done on 6/18/19 was not accurate and person doing the inspection was "touchy" and made me very uncomfortable. His name in not on the inspection report and Bret Hooyman from Express Flooring will not provide me with the name of the person.

It's just over 2 months and having problems with the flooring in the kitchen and 1 bathroom. I do not want anyone from Express Flooring in my home again and cause more damage and I am uncomfortable having any employees from Express Flooring in my home.

As I was not provided with an itemized contract from Express Flooring, I am requesting 1/2 of the amount I paid so I can hire another company to have m flooring replace by professional installers.

Miller, Gerald & Janice

The method in which this company practices business has been repeatedly disrespectful to my family and our sensibility. From the salesman, Neil Hoffman, taking advantage of an older woman's trust to showing up at her house unannounced (after requesting to cancel our carpet installation) to persuade her back into a deal he knew was dishonest ( and magically being able to save her THOUSANDS from the original quote). Also, three attempts to speak to some type of manager have gone ignored. This company is repulsive. This will not be the last time our story is told - I do not want anyone else's family to experience the manner in which this company does "business". Aside from the shady salesman the work that was "done" was subpar including leaving our stove unevenly placed and chipping the countertop. Also, I have tried repeatedly to complain on the Express Flooring website and magically the button to submit my review does not work.

Bought carpet on August 16 was told the carpet will be in and install in two weeks got a call stating that they wouldn't be able to do it until September 12 got another call stating that they couldn't do it September 12 they would do it September 13 the window is from 9 to 11 received a call about 10:50 September 13 stating that they can't do it today as well schedule for September 14 totally unacceptable my house is in disarray everything is disconnected bedding off the bed everything I've missed two days of work now three I was supposed to be in California a week ago for business. This company is proving to be unreliable. What am I to do. Seems that there need to be more installers Express Flooring is not reliable. Wife's birthday today and we have a engagement tomorrow night at 7:00. Horrible. [protected]

Last May, when the salesman made his pitch on the product that we decided to pay a very large cost to have installed, that sales pitch seemed to be deceiving. As the salesman took a car key and vigorously raked it against the sample piece of material that we had chosen, it never once made a mark. This was fantastic and so we went with the sale. Now a year later, we have noticed areas in our house where we are finding scratch marks that are not able to be removed. How can this be when the salesman guaranteed a product that would not scratch, even with a car key that you vigorously scrapped across it. We have attempted to contact the company to have this looked into and we have yet to get a return call back. This is unacceptable service, especially when you have made a very large investment into a product and company that you thought were worth it.

We are requesting someone to contact us immediately regarding our concerns and I would like to have the planks that are scratched repaired/replaced.

I was promised an itemized bill from the "design salesman", but never received one, which is my reason for writing this complaint. The in-stock flooring that I purchased was to be discounted 70 per cent (as their TV ad designates, but I believed I was 'cheated' out of that...I also think that the square footage was figured wrong, in the companies favor...being a senior citizen (81 yrs old), I truly believe the salesman took advantage of this situation and did not meet any of the company's promotional ads. I had the flooring installed 03/21/2018, and just now realized that the cost of the laminate flooring had cost $10.00 per square foot. At 70 percent off in-stock flooring I find that quite a bit expensive...and the 2 day installation lasting 5 days was ridiculous.
Trying to get customer service to speak with you is impossible, they are always out of the office or on another line, and never get back to you.

I had my carpet installed 2 years ago with a lifetime warranty. The carpeting is coming up at at tack on points, carpet is fraying, and carpet has large areas of being loose (huge ripples). I expect this to be addressed since I do have a warranty on the carpeting. Carpet lies flat, even in areas where there is no traffic. I am very disappointed in the condition of my carpeting. I have tripped over the areas where the carpet is no longer tacked down.

Warning: Avoid this Company!

Jerry Lederer, Henry Jaffe, and Richard Duran Scam artists who prey on the old and the weak.

I Worked for them for 6 Months in Phoenix from Sept 2016 - Feb 2017, the general sales pitch is to find Seniors and Bill them as much as possible to Maximize commissions. Jett Lederer the President advocates high-pressure sales and tell you don't leave the house until they sign! They are thieves and con artists who lie, threaten and bully people into grossly overpaying for cheap carpet.

This is not Just my opinion!

The Arizona Attorney General fined the $100, 000.00 for unethical and deceptive practices "The complaint alleged that some Express Flooring salespeople told customers they could not cancel their order because materials had already been cut, were a closeout special or were specially ordered, or that the installation had already been scheduled"

http://tucson.com/business/local/arizona-fines-express-flooring-nearly/article_2b9dc2bb-83e4-5efc-b0a5-bf59f3195162.html

This has been going on for Years! Thee Tucson BBB kicked them out for too many complaints, here are a small sample of the complaints

http://tucson.com/business/bbb-ousts-flooring-firm-with-tucson-ties/article_e76ebd6b-ee1d-5b73-9f58-2ef428a20fda.html

The Mangers Jerry Lederer, Henry Jaffe, and Richard Duran were abusive and threatening when sales quotas weren't met. Please do your Due Diligence and find a trustworthy flooring company and avoid these clowns!

Since Wednesday, November 2, 2016, when initially contacted and consulted with an Express Flooring Representative regarding flooring installation we have encountered noting but problems, first being told that a planner would be here within two days after initial consultation, nothing happened no call or anything, we called twice to see what the problem was, no response, we started all over again calling Express Flooring and informing them of the difficulties, they apologized indicated a planner would be here for sure on Friday, November 17, a sales rep called said they had to reschedule to a later hour, received another call saying they could not make it, could they reschedule until Monday, after altering our schedules numerous times and Express Flooring giving us the run around we gave up and opted to try other vendors. It is sad being that we were ready to commit to Express.

On 12/05/2015 I called Express flooring to get an estimate and home as I spoke with the guy he asked me several questions one of the questions was when I married I told him yes but my wife is out of town my home was flooded and I needed carpet and wooden floors put in my house well he told me that he would not make an appointment without my wife there I explained to him once again my wife was out of town and will be out of town for a while he told me sorry North Appointment set for you I see why they are losing business and have to pay $100, 000 for frauding people I would never try to call him again for estimate just lost my business.