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

  3219 N 66th St Ste 7 Scottsdale, AZ 85251

  
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  Express Flooring

  9524 W Camelback Rd Ste C130 Glendale, AZ 85305-3112

  
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  Express Flooring

  16165 N 83rd Ave Ste 200 Peoria, AZ 85382

  
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  Express Flooring

  1910 S Stapley Dr Ste 221 Mesa, AZ 85204-6680

  

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:06/25/2025

  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.

  On May 27/28, 2025 Express Flooring installed vinyl flooring (Mohawk Falling Leaf) in five rooms. Upon sitting down the night of May 27, 2025, observed ripples in several slabs. upon checking the rest of the five rooms, found numerous tiles with the same defects. Marked 25 tiles in the living room only to show the extent of defective tiles. There were many more. Checked other four rooms, same problems. Contacted Express Flooring. Two weeks later sent representative out. With his light more damage could be seen, long lines of overlapping material. Based on the number of rooms with damage, I believe Express Flooring knew the material was defective. In addition, the floor installers should have seen the damage and stopped. I noticed it five seconds upon sitting down. A follow-up call on June ******* individual said they were busy. I called based on a comment on BBB that after the representative comes to check the floor you never hear from them again. In addition, I was charged for material that was not used (plastic strips). I was told there was a military discount, which I did not receive.

  

  Business Response

  Date: 06/30/2025

  Dear Mr. ***************** you for bringing your concerns to our attention. We apologize for the inconvenience you've experienced.
  Our installation team has been notified, and a member of our local staff will be reaching out to you shortly to schedule a follow-up inspection and address the outstanding issues. We are committed to resolving this matter to your satisfaction and appreciate your patience as we work through the next steps.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 06/30/2025

  An individual has already sent out to inspect the floors on June18, ************************ all five rooms.  He told me that he would check with his supervisors and contact me.  A week later I called to check status and was told that they were busy.  I don't think the supervising personnel are out laying tile and carpet.

• Initial Complaint

  Date:06/24/2025

  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 called the company to schedule repairs. They use a call center so my phone sends the call straight to voicemail. Doing this, I'm stuck in loop....I call and talk to customer service, they say someone will call me back....and the cycle starts over. I spent 2 hrs talking to ******* and can't unblock their number. The company refuses to use any other number to contact me.Their policy is to give the installers a chance to fix the problem, the installers are local, the company is in *******...I'm in ***********. I suggested to have the installers call me to schedule like they did originally and the company refused. They are not trying to remedy this issue.This is a brand new installation and the installers are contracted.All I want is the floor fixed correctly or a refund of one third of the price I paid. I am willing to take this to court si ce my damages are over $1000.Thank you.

  

  Business Response

  Date: 06/27/2025

  Repair scheduled for 6/30

• Initial Complaint

  Date:06/24/2025

  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.

  Work has not been completed. Still need upstairs baseboard installed in the two bathrooms. Wife has reached out many times since March and no longer hearing back from the company. Text and Emails go unanswered. Boards are at the house and should take less than 2 hours of work, but still no one will show to finish the job. We just want this last part done. Everything has been paid for so no reason for them not to finish. If they do have a reason, communication would be very helpful to understand what is going on. **Attached email has been edited to remove personal information as in address and cell phone numbers.

  

  Business Response

  Date: 06/27/2025

  Dear Mr. *************** you for bringing this to our attention, and we sincerely apologize for the delay and lack of communication.
  Our local team has been notified and will be reaching out shortly to schedule the completion of the outstanding baseboard installation in your upstairs bathrooms. We understand this should be a quick fix, and were committed to getting it taken care of as soon as possible.
  We appreciate your patience and look forward to resolving this promptly.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:06/23/2025

  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 had my floor installed in 2024, and there is already some damage on a section of the floor. An inspector, ***** **********, came out on May 9th, 2025 to inspect the damage, and said it would be repaired. I had been calling each week, and asking to speak with a manager, to see when the repair will be scheduled, and customer service keeps saying "someone will contact you". I asked them to leave a voicemail, in case I don't answer. I have yet to receive a call or voicemail, and it is June 23rd. I have even tried to call the inspector, but his voicemail goes to a different person's name, so not sure if he is with the company anymore.I called today, and was told that a woman named ***** attempted to call and was leaving messages. I have had no messages, but did see calls from an unknown number around the times mentioned. *******, who was helping me, tried to contact *****, but she would not answer.I am still waiting to receive a date to have this flooring fixed.

  

  Business Response

  Date: 06/27/2025

  Dear Ms. ***************** you for the opportunity to address this matter. We would like to confirm that the service request related to Ms. ******** flooring concern has been completed.
  An inspection was performed on May 9, 2025, and based on the findings, a repair was approved. Following coordination with our team, the necessary repair work has now been completed to the satisfaction of our customer.
  We appreciate Ms. ******** patience during this process and are pleased we were able to bring the matter to resolution. Should any future concerns arise, we welcome the opportunity to assist.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:06/23/2025

  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 called the company in July 2021 to schedule a in-home consultation. **** ***** came out to my house on July 24, 2021. I picked COREtec Chesapeake Oak Vinyl Plank Flooring for 3 bedrooms and *********** began Aug 4, 2021. ***** and his helper came to do the job. After carpets were taken out, ***** started installing the flooring in the bedrooms. There are sliding door closets in each of my 2 guest rooms. The new floor for both rooms were good, but ***** informed me that both the closet door guides are not tall enough to hold the doors in place, so I told him to take the door guide and the wood attached underneath away so he can install the new floor correctly. I also told him that I will take care of the door guide myself. However, he didn't do any of those. He left the wood sticking out of the new floor and kept the original door guide. His work was so bad that he only stuck a piece of the new floor on the top of the original wood with double-sided tape, s**** the original door guide back in, caulked the sides of the wood piece, and called it a day. This happened to both of my guest bedrooms. I have stubbed my toes on that piece of wood multiple times because of it.After the 2 disastrous rooms, ***** moved on to the masters. He did good with the flooring inside the masters room, but moulding between the masters and the hallway was cracked when he installed it. I did not even notice it until after the installations were "completed".Last part were the stairs. He tried installing the stair noses after laying down the planks but failed, so he decided to cut into my original stair case instead. I stopped him right away. The company then sent another guy to do the stairs for us correctly, but the stair noses came loose and was slippery after a few weeks. I called the company to fix all those for us when we move out, their representative said no problem at all. I called them in May 2025, but till this day they still have not scheduled any of my repair requests.

  

  Business Response

  Date: 06/27/2025

  *** dismissed case, we tried to resolve issue 4 years ago with no communication from customer.  On 6/27 - applying adhesive to stair nose.

• Initial Complaint

  Date:06/21/2025

  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 called this business to simply get some pricing. After repeatedly asking them to stop calling and take me off their list, I receive a dozen phone calls from this company every day from different phone numbers (because I've blocked each phone number that calls from Express Flooring) since June 14th. They continue to harass me every day from different numbers and refuse to stop.

  

  Business Response

  Date: 06/24/2025

  Thank you for bringing this matter to our attention. We sincerely apologize to Ms. ****** for any frustration caused by unwanted communications from Express Flooring.
  We have immediately initiated a review of her contact record and removed her information from all active marketing and follow-up call lists. Additionally, we are taking steps to ensure her number is placed on our internal Do Not Call list to prevent any further outreach.
  Please rest assured that no further contact will be made unless expressly requested by Ms. ************* regret the inconvenience and appreciate the opportunity to address this issue.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 06/24/2025

  
  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:06/18/2025

  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.

  When we signed with express flooring, their representative called three different company installers to ensure that Express Flooring could do the work on our stairs. In addition to the other flooring we wanted changed.The materials they provided for the job were not suited to the dimensions of our stairs and the Express Flooring representatives still encouraged their workers to use the unsuitable materials and just fill in gaps with Caulking - this was not what was represented during the sales meeting. We refused their work on the stairs and no labor or parts were used from Express Flooring. When we asked for a reimbursement for the parts and labor that we paid for flooring installation in the stairs, they offered only $1000. The parts alone cost around $800. There is no way they could only pay a crew $200 for days worth of flooring labor.When I contacted them about this inconsistency they have not returned my calls, they keep moving me to someone else, and they have not provided an itemized receipt to show the cost of parts and labor for the stairs as justification for the refund of only $1000.Unless proven otherwise, we want at least 2000 to 2500 dollars back for the parts unused and labor not done.

  

  Business Response

  Date: 06/24/2025

  Thank you for bringing this matter to our attention. We are actively reviewing the concerns raised regarding the unused stair materials and associated labor.
  A member of our management team is currently looking into the details of your account and will be reaching out to you directly to discuss the situation further and work toward a resolution.
  We appreciate your patience and the opportunity to address this issue.
  Sincerely,
  Express Flooring

  Customer Answer

  Date: 06/25/2025

  
  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:06/14/2025

  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.

  Had an Express Flooring sales *** come to our home on 5/13/25 to show us samples of carpets they ******** pregnant wife chose a specific carpet color and style after the sales *** showed us a picture of the carpet in someone's home. My wife took a picture of the carpet we chose.Installers came on 5/20/25.We visited the home a day after the install and noticed it was a completely different color and style of carpet. I contacted Express flooring via phone on 5/21/25 and they told me I would get an email with instructions for my dispute.I responded on 5/21/25 showing the picture of the carpet my wife chose versus what was installed.I requested a follow up to my request on 5/22 , 5/27, and 6/2 with no responses.Finally someone called us and said they would send a quality control *** to see what happened.A man named ***** ********** came on 6/5 and spent about 5 minutes at the house, and said he would research the issue.He has not responded to my emails on 6/10, 6/11 and 6/12.This company basically did a bait and switch on me and they have not offered any type of solution for over 3 weeks ****** addition to installing a completely different carpet than what we chose with the sales ***, their installers also damaged an exterior light fixture at our new house that we just bought.Overall this has been an extremely horrible customer experience and this company has failed every step of the way.

  

  Business Response

  Date: 06/19/2025

  Dear Mr. ****************** you for your patience as weve looked into your concerns.
  After a thorough review, we have identified that the carpet installed in your home does not match the product your wife selected during the sales appointment. We sincerely apologize for this error and for the delays you experienced in receiving a clear response.
  Please know that we are actively working to correct this mistake. Our team is currently coordinating the steps needed to replace the carpet with the correct style and color that was originally chosen.
  Our goal is to resolve this issue promptly and ensure that youre satisfied with the final result.
  Again, we apologize for the inconvenience and thank you for allowing us the opportunity to make things right.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:06/04/2025

  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 responded to an advertisement for Express Flooring when searching for a flooring installer/provider. The advertisement took me to their website and requested some information, including contact info. Immediately following the submission of their form, I received a text message indicating that it was outside business hours, but to respond with a good time to receive a call. I did so, requesting a callback on a specific day at a specific time. This appointment was confirmed. That call has not occurred yet. No ***********, I do not receive many spam-related calls on my phone. This is likely because I normally do not provide my main contact number to ANYONE, but did so in this case as I remember seeing Express Flooring commercials before and assumed that they were a reputable business. Since providing that info, and again the scheduled callback has not even occurred yet, I have received more than 30 calls from spammers (marked in advance as spam by my mobile provider) within just 48 hours. These calls are so obviously the result of contacting Express Flooring for business, that it really can't be disputed. So, this business sold my information and I wasn't even a customer yet. This is extremely inappropriate. It seems a mystery they manage actually get business with this process at all. It's atrocious.

  

  Business Response

  Date: 06/05/2025

  Dear Mr. **************** you for bringing your concerns to our attention, and we sincerely apologize for the frustration and inconvenience this situation has caused you.
  Express Flooring takes customer privacy very seriously. After reviewing your complaint, we want to clarify that Express Flooring does not sell or distribute customer information to third parties for marketing purposes. The contact information you provided through our website was used solely for scheduling the consultation you requested.
  We understand your concern regarding the sudden increase in spam or robocalls. While we cannot definitively determine the source of those calls, we have found no evidence that your information was shared or sold by our team. In some instances, mobile carriers may flag calls from rotating call-center numbers as Spam Risk, even when they originate from legitimate businesses. Additionally, there are rare but known cases where external lead generation websites mimic official company ads and collect consumer data without our authorization. While we have not confirmed this occurred in your case, our IT team is investigating thoroughly.
  In the meantime, we have permanently removed your contact information from all Express Flooring systems to ensure you receive no further communication from us. We have also escalated a review with our telecom provider to investigate whether any of the calls you received may have been misidentified or spoofed as associated with Express Flooring.
  We appreciate your time and hope this response demonstrates our commitment to addressing customer concerns promptly and professionally.
  Sincerely,
  Express Flooring

• Initial Complaint

  Date:05/28/2025

  Type:Sales and Advertising 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 hired Express flooring to replace our upstairs flooring and baseboards. There were two groups of workers who came to the house, one group of 3 who did carpeting and a group of sometimes 2, sometimes 3 who did the hard flooring. The work was completed. Between the carpeting and hard flooring we noticed a small safe missing from the closet of my sons bedroom. I asked the workers if they had seen it, hoping they had moved it. They said no. We double checked around the house and did not locate the safe. We filed a police report and have contacted the company and they have advised they will not reimburse us for the safe and its contents. their workers were the only ones in our home. We have video, but the safe could have easily been hid in the old material they removed. The workers even left a door stop from the old baseboards on the top closet shelf where the safe is missing from. We filed a police report and will pursue this criminally but the company should have insurance to cover the civil reimbursement of this. Who steals from a child? It was very obvious its a kids bedroom and a kids plastic piggy bank safe where he had been saving all his birthday money.

  

  Business Response

  Date: 06/02/2025

  Dear Ms. ******************** you for bringing your concerns to our attention, and we appreciate the opportunity to respond.
  First and foremost, we want to extend our sincere sympathy for the distressing experience you and your family have gone through. We understand how upsetting it is to discover that a personal item, especially something as meaningful as your childs safe containing birthday savings, is missing.
  Upon receiving your report, our team immediately conducted an internal review and spoke with all personnel who were present during your project. All individuals assigned to your installation have denied any knowledge of or involvement with the missing item.  As part of our commitment to customer safety and trust, all ********************** installers are required to undergo background screening prior to performing any work in a customers home.
  We have been informed that you filed a police report, and we want to assure you that Express Flooring is fully cooperating with the investigating authorities. If the police require any information from us or from the installation crews involved, we are committed to providing our full support to aid in a thorough investigation.
  At this time, we have not been presented with any evidence that directly links any member of our team to the missing item.  While we deeply empathize with your situation, we are unable to offer reimbursement in the absence of verified proof of wrongdoing.  We also recommend that any additional findings or information you may obtain be directed to the police so they can pursue the appropriate legal channels.
  We remain open to further discussion should you have additional concerns regarding your flooring project. Please do not hesitate to contact our office directly.
  Sincerely,

  Express Flooring