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Express Flooring complaints

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4110 West Washington Street, Ste 100
Phoenix, AZ 85009 | Get Directions

(623) 289-3869

http://www.expressflooring.com

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Total Amount in Dispute:
$3,093.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our records indicate the company failed to respond to the one complaint brought to its attention.

Complaint Closing Statistics

1 complaints against Express Flooring closed in last 3 years.

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
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

1 complaints against Express Flooring

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8/4/2021

RESPONSE: Complaint was not answered Amount in Dispute: $3,093.00 Amount Settled: $0.00

Customer Complaint

7/9/2021

Express Flooring came to install a laminate floor in my park home on May 20,2021. As of today, July 9th, the work has not been completed. There are numerous chips, a 4 inch gouge, boards coming apart, quarter round not installed, poor cuts, edges not cut properly. Most of the chips and gouge are dead center. They are very aware of the problem. I have taken photos, one of their staff came to take photos. Last crew they sent out was 6/29/21. They told me replacing the 9+ boards would not be the best way to repair. They said the floor needed to be replaced, all except bedroom, and they left. I have not received any phone calls since then. Prior to this last visit, phone calls have not been returned. Poor customer service. I paid for this in full, prior to the install. This was a large expense for me and I expected it to be perfect and done professionally. Resolution Sought Either come back and replace the entire floor, excluding bedroom, install quarter round in living room, kitchen, bath and bedroom and repair some molding and trim that was not done properly. OR drop off all quarter round needed to finish space as described above, reimburse my credit card $1000 and I will hire someone to finish this project and purchase rugs to cover up the damaged floor. I have spoken to Trevor and Kathryn at Express Flooring and have been unsuccessful in getting it resolved

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