Complaints for Express Flooring in Phoenix, AZ

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

1/27/2026

On 7/13/25 I signed a contract with this company to replace my old flooring with vinyl planks. Work was completed. But they had to come out and redo some of the work, glue was coming out, molding was coming off, which they corrected. But at that time, I pointed out that the floor was wavy, they put a layer of plywood down on my floor and laid the planks on top of the plywood with glue. They came back a third time; I pointed out that my stove was raised about a 1 ½ inches above my tile since the plywood they placed under the flooring. This was not an issue prior to the work they did. At which time they stated they could not do anything about the stove. They did a patch job from my bedroom to my living room, it has bumps and waves, and bubbles. And you can tell the difference between the 2 colors of planks used. In one bedroom I can no longer close the closet doors due to the plywood under the planks. In my master bedroom, the closet doors are hard to open now. In the kitchen, since the stove is listed, the kitchen cabinet under the sink can't open all the way since the stove sticks out now. When I spoke with Lisa, she was rude and asked what I expected. I just want the work done correctly. They blew my fuses when they used the equipment, and did not reset the fuse box. Resolution Sought To replace the floor or remove and refund the money I paid for a job that is not done properly. And to not be held liable for any balance due until it fixed.

Company Response

2/10/2026

We originally went to Ms. Hilpert's home on 7/8/25 to measure and give an estimate for new flooring. The customer purchased that day and was scheduled for installation of that flooring on 7/27/25. Flooring was successfully installed and customer signed off on installation. In September 2025, we heard from the customer with concerns on installation. She stated she started having concerns in June and delayed reaching out to us until September. Customer had a private medical situation in September so was not able to schedule an inspection. We called the customer every 2 weeks, trying to get her scheduled as delaying can cause more damage. We were able to get the customer scheduled for October 31, 2025, for repair of flooring installation. We did patching to replace all boards of concern. The customer was happy with the repairs and signed off on the project. These repairs were made with no charge due to our installation warranty. Pictures are attached. The warranty on her flooring materials is covered by the manufacturer and is only covered if the customer has cared for the floor correctly. The customer had her design consultant explain the warranty and floor care when they were originally out there on 7/8/25. The customer used harsh chemicals on her flooring, so it is not covered. The "bubbling" and peeling of the flooring is due to those chemicals being applied repeatedly. If we had known in June, when the customer first noticed issues, we could have stopped it from progressing by reiterating the flooring care instructions. We always do our best for perfection. When we are unable to reach that perfection during the installation, we do our best to assist our customers until it is perfect. With this said, while we are able to successfully address all installation issues, we are not able to fix those issues not caused by installation.

Customer Rebuttal

2/26/2026

They stated I used harsh chemicals; in the contract they never stated any chemicals to not use. I used "Mr. Clean" I used it according to directions. They are stating that is when the problems began, it was there from the beginning of installation. I have been very sick during this process, so I could not get back to them in an appropriate time. I took pictures and I just want them to come and to evaluate and fix the problems. The stove is raised up due to the plywood underneath they put down. Now it sits higher than the counter. My closet doors in the spare bedroom won't go back on, and in my master bedroom the closet doors are extremely hard to open and close. Just fix the issues caused from the installation. At least fix my stove and make it level and to be able to go back against the wall. The patch work done, is very noticable, the colors do not even match.

Company Final Response

2/27/2026

While we always strive to leave our customers excited about their new floors, sometimes we are unable to do so. As the customer stated in her response, she was not able to reach out due to illness. Unfortunately, that does cancel her manufacturer's warranty. Reporting it 3 months later caused more damage to the floors which invalidates her manufacturer warranty. We have been out 4 times to evaluate and fix the customer's concerns with the installation. Each time she signed off and said she was happy with the work. It took months of us reaching out to her, to get her scheduled for an inspection, which once again caused more damage. Due to the customer's home being manufactured, we had to lay new plywood sheets throughout to level the floor. When this is required, it raises the floor. We have advised the customer of this and while she was not happy with it, she did say she understood. The doors Ms. Hilpert is referencing are from the floor being raised. It is our job to complete the flooring project. Any other concerns regarding doors or the stove are not a part of our contract or obligation. We have done all we can. Pictures on request.

Complaints and Resolutions

Express Flooring complaints