Complaints

This profile includes complaints for Express Flooring's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Express Flooring

  4110 W Washington St Ste 100 Phoenix, AZ 85009-4623

  
• 

  Express Flooring

  16427 N Scottsdale Rd Ste 410 Scottsdale, AZ 85254-7102

  
• 

  Express Flooring

  2875 W Ray Rd Ste 6 Chandler, AZ 85224-3525

  
• 

  Express Flooring

  18521 E Queen Creek Rd Ste 105 Queen Creek, AZ 85142-5867

  
• 

  Express Flooring Albuquerque

  581 Quantum Rd NE Rio Rancho, NM 87124-4659

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Express Flooring because I was promised professional installers, quality work, and reliable service. Instead, I have experienced the exact opposite.From the beginning, the installers caused damage and delivered poor workmanship. They broke a vanity (and the response I received was, I dont have money to replace it), left uneven tile cuts, grout that is thick in some areas and thin in others, and multiple holes throughout the grout flooring. I had to push just to get some of these issues addressed before signing off, and even then, the problems were not resolved.After months of calling, waiting, and rearranging my schedule, Express Flooring finally sent a crew back out today to fix the remaining issues only to leave the job unfinished again. There are still holes in my grout. I later learned, only after calling customer service, that the excuse was they ran out of grout and would need to reschedule yet another visit once they got more grout ordered. This is unacceptable, especially because I have grout left from their first visit and if they mentioned they ran out I would have told them to use that so the work could be completed today, so there was absolutely no valid reason why the job could not have been completed ******** this point, I have moved furniture, taken time off, and adjusted my life multiple times for a project that should have been completed correctly the first time. I am extremely dissatisfied with both the quality of workmanship and the lack of professionalism.I am filing this complaint so that Express Flooring is held accountable. I am requesting not only that the job be completed properly without any further excuses or delays, but also appropriate compensation for the repeated inconvenience, wasted time, and disruption this has caused.

  

  Business Response

  Date: 09/11/2025

  Dear Ms. ****************** you for bringing your concerns to our attention. We understand the frustration you have experienced with the delays and unfinished work, and we sincerely apologize for the inconvenience this has caused you.
  We want to assure you that we have scheduled a service appointment for Saturday, September 14, 2025. Our team will be completing the remaining grout work during this visit to ensure the job is finished properly.
  We appreciate your patience and the opportunity to make this right. Please dont hesitate to let us know if you have any specific concerns youd like our crew to address during the appointment.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:08/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7 August 2025 tile was being removed from my floor so vinyl flooring could be installed the next day (8 August 2025).(1) There were supposed to be 2 men and only one guy came out. I had to help him move furniture because the one man could NOT do it alone. (2) While he was removing tile in my house he set off the fire alarm. He told EXPRESS FLOORING he does not know what he did to set it off ?? The fire department, the local police department and my alarm company tried calling me. I was not near my phone nor could I hear it ring while the fire alarm was going off. I just happened to be near my phone when my father and the alarm company (called multiple times) called. I explained to alarm company the worker in my house somehow set off the fire alarm. I was also told the fire department had been dispatched but I guess was told to turn around after getting a call from my alarm company. There was never a fire but to this day I dont know what this worker did to set off my alarm. One day I checked my mail and received a $50 bill because the fire department was dispatched even though they never arrived to my house. EXPRESS FLOORING refuses to pay it because there was no property damage. A company that makes millions each year REFUSED to pay the $50 their employee caused. I WANT TO BE REIMBURSED $50. ??????????????????????

  

  Business Response

  Date: 09/04/2025

  Express Flooring has reviewed Ms. ******* concerns. A reimbursement of $50 was processed on August 28, 2025.
  We consider this matter resolved.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 09/04/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:08/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against Express Flooring On June 13, 2025, Express Flooring installed carpet on the first floor of my home. The installation caused multiple issues:Property damage: kitchen cabinets damaged, dishwasher bottom broken (leaving a 3-inch gap), refrigerator dented with a water leak, and poor/unfinished trim work.Unsanitary installation practices: installers placed and cut my new carpet directly on the dirty street with no protective covering. The exposed side is the same surface my children crawl and play ********* and safety issues: following installation, my home developed a German cockroach infestation (never experienced prior). We have hired Bulwark Exterminating for treatments and paid ******* ******* for professional cleaning. The carpet is visibly dirty and believed to be contaminated with cockroach eggs.All damages and practices are documented with photos and home security footage.Resolution Sought: I am requesting a full refund, reimbursement for extermination and cleaning costs, and carpet replacement due to contamination and unprofessional installation practices.

  

  Business Response

  Date: 08/21/2025

  Scheduled for Monday 8/25/2025 to address.

  Customer Answer

  Date: 08/21/2025

  I am leaving this complaint open until I can confirm that the necessary issues in our residence have been properly resolved. So far, no action has been taken. Based on past experiences, this company has a history of not following through on their commitments or adequately addressing customer concerns. I will update this complaint once I see concrete progress.
  

  

  Business Response

  Date: 09/04/2025

  Dear Ms. ******************* you for bringing your concerns to our attention and allowing us the opportunity to address them. Our records indicate that our service team visited your home on August 25, 2025 to review and resolve the issues noted in your complaint. Based on the documentation from that visit, the necessary items were addressed and the project is considered complete.
  If there are any outstanding concerns that you feel were not resolved during that service appointment, please let us know right away so we can review them further. Our goal is to ensure you are comfortable with the outcome and satisfied with the service provided.
  We value your feedback and appreciate the opportunity to restore confidence in Express Flooring.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:08/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our upstairs floors and stairs installed by Express Flooring in June 2025. Since the installation, we have repeatedly reached out to report several issues: damaged baseboards, sloppy caulking on the stairs that is now separating and sliding, risers that have paint rubbing off when you try to clean it, concrete on our wall and visible damage to a piece of our furniture. Despite multiple attempts to contact the company, including speaking with our salesperson and being directed to various phone numbers, we have received no resolution or consistent follow-up. The carelessness of the install is unacceptable. About a week ago, two representatives came to assess the damage they vaguely said someone would come back to fix it. Since then, weve heard nothing. No explanation on what the "fix" would be, when we asked, they said someone would contact us. It has now been over two months since the installation, and these issues remain unresolved. The lack of professionalism, accountability, and communication has been extremely disappointing.

  

  Business Response

  Date: 08/20/2025

  Dear Ms. ****************** you for your patience as we work to resolve the concerns with your recent installation. We want to apologize for the delays and lack of consistent follow-up youve experienced.
  The necessary materials to complete your repairs are scheduled to arrive at our warehouse on Thursday, August 21, 2025. Once we confirm receipt, our scheduling team will reach out to you directly to arrange a convenient time to complete the work.
  Our goal is to make sure everything is resolved to your satisfaction, and we will be monitoring your file closely to ensure follow-through.
  Thank you again for giving us the opportunity to correct these issues.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 08/20/2025

  Thank you for getting back to me, but unfortunately, theres still a lack of clarity around how this situation is being resolved. 
  Can you please confirm exactly what is being done at our home?
  - If the baseboards are being replaced, will they be painted to match? Are you replacing all of them or just a section?
  - What is the exact timeline for this work? We need to plan accordingly, and so far, no details have been provided.
  - Regarding the stairs, what is the solution for the risers and sloppy caulking? Are they being painted? If so, what colorand how are you ensuring it matches our existing finish? No paint colors have been discussed with us.
  - Our dresser was damaged during the installation. What is the plan to compensate appropriately? A vague mention of painting it is not acceptable.

  We made a significant investment with Express Flooring and expected a seamless, professional installation. Instead, we've dealt with multiple issues and poor communication since after our installation. At this point, Id also like to know what youre offering in terms of compensation for the inconvenience, the time lost, and the damage to our furniture.
  Please respond with a clear outline of next steps and a proposed resolution. We are asking for full transparency and accountability moving forward.

  Thank you, 

  *******

  

  Business Response

  Date: 09/04/2025

  Dear Ms. ****************** you for bringing your concerns to our attention and for allowing us the opportunity to address them. According to our records, the service items related to your installationincluding the baseboards, stairs, wall touch-**** and furniture concernwere taken care of during the visit completed on September 4, 2025.
  If you have any additional questions or if there are items you feel still need attention, please dont hesitate to reach out to us directly so we can review further. Our goal is to ensure your installation is completed to your satisfaction.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:08/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our flooring installed in December 2024 and experienced issues at the end of installation that were mostly addressed by the company at the time. Primarily around flooring being uneven in spots and baseboards being installed but not prepped to paint. The baseboard concern was resolved as best as it could be, and they did repair 2 spots; one in our kitchen (chipped plank) and living room (out of tolerance). We were told it was normal for the floors to shift and move, and that any additional issues would be seen within the first year as the floors settled and acclimated to the weather/home.We reached out to customer service at the beginning of July, as we had floors separating and lifting in multiple areas of our home, and I sent photos as requested of the areas on 7/3/25. There are soft spots throughout the house where the floors pop and crack when walked on, boards that are separating, and lifting occurring in our office and living room. They called us on 7/7/25 and scheduled an inspection, which occurred on 7/18/25. We were told service would be needed, and received an email on 7/21/25 with a contact (***** ******) who would be calling us to schedule service. I replied to the email with the inspector (***** **********) and ***** copied on 7/24/25, as I had not received a call and still have never received an email response from them. I called customer service on 7/28/25 and was told I would receive a call in 1-2 business days. I did not receive a call, and called again on 7/31/25. I was told that a case was opened on 7/28/25 and that I would receive a call "any day." I still did not receive a call, so my husband called on 8/4/25 and again was told we would receive a call by "end of day" on 8/6/25 and that they would "escalate" the request. Still no call or response, and we have now made 4 attempts to get information on when they will uphold our warranty and come repair the flooring. I waited until after 4:30pm on 8/6/25 before filing this complaint.

  

  Business Response

  Date: 08/15/2025

  Dear Ms. ************* appreciate you bringing your concerns to our attention and sincerely apologize for the delays you experienced in scheduling your warranty service.
  We have now scheduled your repair appointment for Monday, August 19, 2025.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 08/15/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Service is scheduled for Tuesday, August 19, 2025. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:07/29/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of 2022 Express Flooring installed LVP in our entire home. In 2024 we noticed many places where the planks are coming up and buckling. Since it had been over 2 years since installation, they required a $50 fee (paid June 3, 2025) to have a representative come out and check the floor. On June 13, their representative came out and inspected the floor and left. To date no one has responded. Ive sent texts, email the representative, and called the main office several times to only be told there hasnt been any updates Our contract says, Lifetime residential instillation warranty. It is now July 29th. It has been over 6 weeks since the representative came and there has been no contact from them at all. Because of the lack of communication I can only assume they have no intention of honoring their written lifetime warranty.

  

  Business Response

  Date: 08/08/2025

  We truly regret the frustration Mr. ******* has experienced and apologize for the delay in communication after our June 13, 2025 inspection.
  While our inspection indicated that the buckling and lifting appear to be caused by environmental conditions rather than installation defects, we want to make this right. As a goodwill gesture, we have offered to replace the downstairs flooring.

  Customer Answer

  Date: 08/09/2025

  We do not accept the response from Express Flooring for the following reasons:
  1. Express flooring has not communicated with us (verbally or written) about replacing the flooring or because of environmental reasons.  The only communication about repair has been through the BBB.
   2. ***** *. inspected the flooring on June 13th and said that moisture was not the problem. He used a moisture meter for his inspection
  3. ****** came out on August 9th, pulled some baseboards off and showed us several places where the planks were against the wall with no gaps for expansion.  This was the reason for the floor lifting in many places.
  4. We appreciate the response about replacing the downstairs flooring however we also have 2 places upstairs that need repair also. We are concerned that if we agree to this response (that it was due to environment instead of installation,) we will forfeit any future problems due to installation.

  
  Please cite the data and the instrument you used to determine that it is environmental so we can move forward on this matter.

  

  Business Response

  Date: 08/15/2025

  We apologize for the delay in communication.
  While environmental factors may have played a role, we want to resolve this matter. As a goodwill gesture, we will replace the affected downstairs flooring and repair the two areas upstairs you identified. This work will be completed at no cost to you.
  Our team will contact you to schedule the repairs.

  Sincerely 

  Express Flooring

  Customer Answer

  Date: 08/16/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** *******
  
   
  

• Initial Complaint

  Date:07/26/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told discount for 3or more rooms was 75%plus I was eligible for an extra$250. When I got a copy by email there was no break done of pricing. I called sales person ***** and left messages by text and email I received no response. He was so fast to leave my house he left samples here. I called customer service today and got no satisfaction. Am I tied to this agreement. Installation is scheduled for Tuesday?

  

  Business Response

  Date: 07/29/2025

  All discounts were applied and are part of total price.  We are set to start install 7/30/2025.

• Initial Complaint

  Date:07/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put down a deposit of 3400 on 7/24/2025 called to cancel contract on7/25/2025. I was told that customer relations would be in touch about the next steps. No one has called or reached out. I asked to speak to a manager and was told that there was no one available. She also said that there was nothing she could do to help.I am well within my rights to cancel and receive my refund in full.I have sent them an email to cancel as well and requested my refund. I have tried several times to reach customer relations and was told that they will contact me. Still they have not.

  

  Business Response

  Date: 08/01/2025

  Thank you for bringing this matter to our attention.
  We sincerely apologize for the delay in communication following Ms. ******** request to cancel her project. We understand how frustrating it can be not to receive a timely response, especially when it involves a deposit and a request for a refund.
  Our records confirm that Ms. ******* placed a deposit of $3,400 on July 24, 2025. She contacted our office the following day, July 25, 2025, to request cancellation of the contract. Per company policy, cancellations made within three business days of signing are eligible for a full refund. As such, Ms. ******** request clearly falls within that window, and we acknowledge her right to cancel without penalty.
  We have processed a full refund of $3,400 back to her original form of payment on 7/30.
  Again, we apologize for the inconvenience caused by our lack of timely follow-up and thank Ms. ******* for her patience. We value all customers and are taking steps internally to improve the speed and consistency of our communication processes.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted to have some carpet removed and some replace with vinyl plank and other carpet on our stairs and hallway. On the stairs as you walk up the stairs you get stuck by tack strips because the pins are too long. The carpet on the stairs is also loose and my spouse has slipped a couple times. There are gaps between the stairs and carpet and the wall that were not visible or tangible when the previous carpet was installed. There is also may fray spots in the carpet as well as where the carpet meets the vinyl plank between the hallway and primary bedroom, the carpet was cut short and is not under the transition strip, so it is already curling up where we walk because it is exposed. The install team was notified the day of install, and he called the project install coordinator who came by the next day and tried to run a hammer over the tack strips that did not do anything. That was the day after the install. I have placed at least 5 calls to customer service who is supposed to be escalating to management who is supposed to reach out within 2 business days, but I have not received any call. It has now been 10 days. Also the install coordinator came by at the start of the job and never returned until the day after the complaint. For the duration of the install no communication was possible because I spoke a different language than the contractors who didn't put furniture back that they moved and watched my husband move it back because my husband works from home and one of the rooms was his office. He moved it before I knew because I would have done it because he is currently in Physical Therapy for a back injury.

  

  Business Response

  Date: 08/07/2025

  Repairs are scheduled on Thursday 8/7

  Customer Answer

  Date: 08/07/2025

  The company did send someone out to look at the issues, however they have not been resolved.  We have been told that someone will come out mid to late next week to resolve the issues.  I would like to wait until that time to say the issue has been resolved.  I do appreciate the business finally contacting us regarding our concerns, but it did take over 3 weeks.

  

  Business Response

  Date: 08/13/2025

  Repairs were completed on 8/11.  Stairs were reworked and tack strips adjusted.  Stairs were re-streched and re-tucked.

  Customer Answer

  Date: 08/18/2025

  
  Better Business Bureau:
  
  Work was completed satisfactorily.
  
  Regards,
  
  ******* ****
  
   
  

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got my floor installed just over 2 years ago and within a week or so I had issues with the flooring not sticking down. I had them come out to repair it and it was escalated because it needed the work down over in certain areas. This was mainly due to short cuts being taken in the initial install. I just called to get a repair down after putting it off for some time, but the same spot started to bubble again and finally I called due to the size of the bubble. I talked to a customer service representative named (*******) who told me I had to pay 50 dollars to have a conversation with her or to have anyone come out. I asked why and she stated I dont have a lifetime warranty, I only have a limited lifetime warranty. Which was never stated unless it was in the fine print. Which I understand companies are deceiving and lie to attain customers. So I asked about the prior issues that they fixed and she stated there was no record of it which I thought was weird because you need a work order to come and do repairs but my repairs apparently were not documented. In order to get better clarification I asked to speak to a supervisor because I told her I would pay the 50 but I need better understanding of what the process is because she stated that I might have to pay more when someone comes out. This was very sketchy and when I would ask her questions she would only repeat herself and not answer my questions. Basically saying over and over that she cant answer me unless I pay 50 dollars.

  

  Business Response

  Date: 07/23/2025

  Dear Mr. **************** you for bringing your concerns to our attention. Were sorry to hear about your recent experience and appreciate the opportunity to address it.
  A member of our local management team will be reaching out to you directly to discuss the matter further and coordinate next steps. We are committed to finding a fair and timely resolution.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 07/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ******