New Way Title Corporation

We are very sorry to hear that Mr& Mrs [redacted] are still frustrated If nothing else, we feel that our comments regarding this complaint, and Mr& Mrs [redacted] bringing up the fact that we offered to allow them to use the Restocking Fee we did retain towards a future order, shows that we have been trying very hard and have made numerous attempts to try to resolve this complaint with this customer Please realize that we are living within the agreements we made with Mr& Mrs [redacted] when our relationship started and they placed their order with us They filed this complaint in an attempt to avoid their financial responsibility to that contract and to the agreements they made We fully understand that this customer would prefer to not have to pay these monies, however we ask that anyone reading this please realize that there are two sides to this matter and that Mr& Mrs [redacted] were made fully aware of this policy before they ever placed this order This is clearly displayed on the documents we attached to our previous correspondence As we stated in our last correspondence on this matter, we do want to resolve this complaint We have offered this customer over $in savings on this purchase and we have additionally offered to allow them to use the monies in question towards a new purchase Neither of these scenarios are ideal for us, but we are willing to make these agreements in the name of good customer relations and to give this matter some closure If Mr& Mrs [redacted] are unwilling to agree to either option, we are prepared to refund them an additional $on top of what we have already refunded them At this point, we have made four reasonable offers to resolve this complaint which all go well past what our agreement with this customer called forWe sincerely hope that Mr& Mrs [redacted] will accept one of these scenarios so that we can all move past this unfortunate situation Thank you for your time and please feel free to contact us if you require any further assistance on this matter

You have claimed to be a reputable and professional company, however I have found in my dealings and my research online to find the statements untrue Your goal does not appear to be customer satisfaction, but rather supplying nothing more than promises and undesired results It is my strongest belief that the only unrealistic expectation I had was of this company To say that there is no carpet on earth that would resist against these types of snags is completely false I would not consider this damage, as your own representative who visited my home even said that this was caused by common usage and simply my pet walking over the floor Upon doing my own research, simply recommending a cut pile over a looped pile would have resulted in a much more favorable manner This was not the case The carpet I had before this new installation lasted over years without these kinds of deficiencies The only blame I accept is not doing research on my own first and trusting the word of this company's representative calling himself a professional In doing so I could have saved much of my time and money This entire experience has been nothing more than an $11,lesson in trust and humility.As for the "advice" that I was given concerning the hygiene of my pet, it was, in fact, NOT solicited and was given to me in a rather backhanded and rude manner To say that your representative "gave me advice" only furthers the insult.Once again, this company has offered nothing more than the recommendation of cutting the carpet (and ultimately CREATING a cut pile over looped) or buying new carpet Neither of these suggestions appear satisfactory as it is either labor intensive or expensive at my own cost I have also attached two pictures to this message to show anyone interested the extent of the deficiencies in this carpet

We did in fact state exactly what we wanted from the very beginningWe told the in home rep that we had already got a quote from another company and they offered a Duraplush paddingNot "upgraded" paddingDuraplush paddingNot once in the entire encounter did we ever say simply "upgraded" paddingWe made it very clear that it was a specific type of carpet padding We had only stepped on a sample of this padding with carpet over it at this point and did not know, nor could we know, that it looked different from other types of paddingI had never seen carpet padding before so the assertion that I knew what the installers had with them is completely fallaciousWe were never offed to walk on the padding before they installed itWe didn't touch or feel itThe only thing the installers had us look at was the carpet itselfI asked the installers what padding they installed and that it didn't feel right They told me they installed what was on the order and that I needed to call in with complaintsAfter we had walked on the installed carpet and realized that this was not the correct padding we went back to the original store to ask questions about the type, company manufacturer, and look of the paddingIt is not an "obscure" padding productIt is in fact a very common padding that many many companies offerMr Henry told me that he "did a google search" and found nothing that matched our description but with my own search not only did I find the Leggett & Platt Duraplush (which is the make and model we got from the first store) I found a half dozen of other manufacturers that offer similar products within secondsThe padding that was installed, claimed to be "Upgraded Deluxe Padding", is a cheap recycled padding that is lumpy and not comfortable to walk on at allTheir own lead installer, Tony, even agreed that the padding that was installed is in fact lumpy and not comfortableHe explained that it is lumpy because it is chopped up recycled padding that is compressed into a new sheet for installation We were told over and over again that the padding we were getting was super comfortable and soft"Like walking on air" was the sales line used So even if, which we did not, only say "upgraded" padding the padding that was installed is not what was promisedWe contacted them the very next day, less than hours, to let them know that they did not install the correct paddingThey took a days to call me back which is outside the return period They said they had to send someone out to inspect it and that took a couple more daysEven if I wanted to cancel at that point I couldn't.We didn't wait weeks to find another product and then claim that's what we wantedThe simple fact of the matter is that the in home rep was under trained and was not at all knowledgeable of the products that we were talking aboutShe made the error of assuming she knew what we were talking aboutHad I known that this subpar padding was going to be used I never would have allowed that to be installed in my homeWhy would I? We told her very specifically multiple times that we wanted the Duraplush padding and she promised over and over again that's what we were gettingI even asked her before signing the proposal if that was the correct padding because it didn't say "Duraplush" padding and she told me that's just what they write down but "Yes! You're going to get the Duraplush, super soft, comfortable paddingIt's the one that feels like you're walking on air" We told her that we both suffer from back and leg pain and that's why we wanted the Duraplush padding because it was super soft and comfortableThat's where the "walking on air" line came fromThat's what she told us When I spoke with her on the phone after the installation I asked her if she didn't know what we were talking about and if she remembered us telling her we wanted the Duraplush padding and she said "I thought that's what you were getting" So she admitted that she thought we were getting the padding that we asked for and didn't know that what she had written down was not the correct paddingWe did every thing in our power to make clear the type of product we wantedI questioned the proposal, we stated multiple times the product that we wanted and was told that's what we were gettingWhether or not we were intentional mislead we were misleadWe were told we were getting a specific product and that is not what we gotWe want what was promised to usIt is not our fault that the in home rep misrepresented what the product would be or under quoted us for the type of product we wantedEither way the fault is with the company and not with usWe should not be penalized for their mistakesAttached is a screen shot from Express Floorings website stating "that our friendly team of experts is here to answer any and all of your questionsIT IS OUR NEVER-ENDING DESIRE TO WORK TOWARDS HAVING ALL OF OUR CUSTOMERS 100% SATISFIED" From rude and dismissive reps on the phone to the complete lack of knowledge and misrepresentation of the final product I have yet to see friendly experts from any of the people I have dealt withNor have I seen " never-ending desire" to rectify the situationI would also like to add that if my conversation with the home rep was in fact recorded then they will have proof of her admitting her mistakeAlso attached is a screenshot from my phone proving that I did call the very next day

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction We are very sorry to have received this complaint, however must say that we are very confused as to why it was filed To begin, Ms [redacted] has already received her $ discount At the time it was offered, Mrs [redacted] still owed our company $4, She made out her payment less that $ Considering it was Ms [redacted] who wrote the check for the lesser amount, we would think she would be in tune to this fact Regarding the washing machine, we had workers at her home last week to take a look at the appliance At that time, which was well after the install was completed, there was nothing wrong with it We even tried to follow up with Ms [redacted] on the matter and she has failed to return our calls Instead it seems she just filed this complaint We are happy to discuss the matter with her further, but that naturally will require some dialogue with our customer She can contact us directly and we hope to hear from her here very soon

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I concluded that Mr [redacted] had already offered me dollars if I agreed not to forward my complaint to any agency or say anything bad about Express Flooring to anyoneI told him at the time he would have to include the dollar discount from the Maricopa home show, but he refusedso, I will also decline his offer of dollarsI never demanded dollars as he claims, however I did inform him that I will seek the dollars if this is escalated to a court appearanceMr [redacted] response to my complaint never addressed the issue, it was just scripted words I am sure he uses oftenI challenge him to find any big box store, national chain or any private company that would agree that dollars is a fair price for Sq feet of similar lower to middle of the line tile with installation He cant and won't do it because no legitimate business would agree with this outrageous priceMr [redacted] also made a lot of assumptions in his response as to what I was thinking.this tactic will not work if this should go to court.Express Flooring business practices are meant to deceive and intimidate which is what Mr [redacted] is still trying to doPlease refer to all the many many customers that have complained in the past as compared to the very few positive comments.Thank you for your attention, and hopefully we can get this resolved.Regards, [redacted]

Please be advised that this customer has been refunded in full We fully understand that consumers are very sensitive to the timeliness of refunds of this nature, but we do ask that you understand that any and every company has policies and procedures in regards to outgoing monies This customer has been refunded in full and well within the guidelines regarding their order with us We are very sorry that they felt the need to file this complaint, however we can assure them and any other customer we have that we are in no way interested in any monies that are not due to us As we have stated, this customer has been refunded in full and we trust that this fact will suffice in resolving this complaint Please feel free to contact us if we can be of any additional assistance

I do not except Express Flooring's offer!I am not spending another three thousand on more carpet, when I thought I was getting quality carpet, with a ' lifetime' warrantyMy carpet is by no means the quality I was promisedby the Sales Manager This is misrepresentation! As for the 3rd party carpet testAny carpet would look good after spending one minute brushinga inch sq.!! After 2-months of wear, I shouldn't have to looking at matted carpeting!!What I really would like is my carpet replaced (without any cost ) with another make of carpetBut, would settle for half our money back!Sincerely, ***

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction Please know we are very sorry that Ms [redacted] is having any issues with her flooring As she implies, our office has been in contact with her and we have been trying very hard to work with her through this unfortunate situation Please understand that the cause of the damages to her flooring has nothing to do with the materials and/or labor supplied by Express Flooring Ms [redacted] is asking us to provide labor at no charge to have multiple rooms of flooring replaced because the flooring in her home sustained water damage We feel that it is totally reasonable for a customer to expect us to fix a problem we caused That said, we do not think that any reasonable person would expect us fix damages to a floor that we did NOT cause just because this customer purchased flooring form us over half a decade ago Its one thing for a past customer to ask us for a favor, but for someone to file a complaint over a matter like this, we feel is unfair and sheds a misleading light on our company We feel that we have been overly fair and overly accommodating with Ms [redacted] We normally would charge over $1,for the labor she is requesting and we have offered to perform the work for her for only $ We respectfully feel that offering a customer over $in discounts is a very generous offer on our part considering that we again did not cause this situation We trust that our actions will suffice in resolving this complaint and look forward to working with Ms [redacted] to give this matter some closure here very soon

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction Please know that we have been trying to work with Mrs [redacted] for some time now regarding this matter Please also be advised that she has filed complaints with the *** as well as the Consumer Information & Complaints Division at the Attorney General's office We have attached a letter from the [redacted] regarding the complaint Mrs [redacted] has filed As you will see, the [redacted] has dismissed this complaint as it is not valid We feel this document shows a lot about the validity of the this complaint and in light of it, would ask that the Revdex.com close this complaint at this time We are currently working with the Consumer Information & Complaints department on the other complaint filed by Mrs [redacted] and have no doubt that complaint will be closed with no actions being required on our behalf Considering Mrs [redacted] has notified multiple state run agencies of the matter, prior to filing this complaint, whom we are currently working with, we respectfully request that this complaint be closed at this time Mrs [redacted] clearly has plenty of avenues to ensure fair and unbiased mediation of this matter

They have not attempted multiple times to schedule the baseboards, that is a flat out lie! They could not do the baseboards due to the fact that they had not completed the flooring, which took multiple attempts from a total of three different occasions and three crews (just for the LVT); which included the fact they had to completely rip up the entire LVT flooring they had installed and start from scratch because of a lack of detail and craftsmanship the first timesNow I have to once again sacrifice one of my days off and my time for them to come yet again to my home for the baseboardsCarpet had not been completed in the master bedroom until recently because they continued to put it off until they had completed the LVT flooringMaster bedroom was ready for install the following weekend after the first install dateAgain, at every junction they have attempted to collect payment on a job that was still incomplete and have gone as far as to file a "preliminary day notice" which is the first step they must take to file a lien on my homeAgain they have done this and have not completed the jobWe are almost months into this nightmareI would not have paid a dollar for the materials or service if I knew this were to be the outcome!

In response to Mr. [redacted] comments, we are very sorry to hear that our offer of resolution was not agreeable to him. We are not going to engage in a debate with this customer over who is right or wrong here. Obviously both parties involved feel their side of the story has merit or else this complaint never would have been filed in the first place. We always go out of way to accommodate our customers, regardless of weather or not we feel we are right or wrong. This is precisely why we made the offers we did well before this complaint was ever filed. Under normal circumstances we would have no problem making a small concession so as to resolve a complaint, however we have already agreed to make thousands of dollars of concessions to this customer. We feel we are being MORE than reasonable by offering to essentially replace his flooring and we think that any reasonable and unbiased party would agree. With this in mind, we respectfully request that this complaint be closed as resolved as we have agreed to make some very large concessions to this customer as a result of their concerns. If Mr. [redacted] refuses to accept these offers, we cannot control that fact. But the reality is we have again agreed to donate thousands of dollars worth of materials and labor to resolve this matter. If the BBB does not feel that the offers we have made to resolve this complaint are sufficient, we ask that they communicate to us their thoughts on a fair and reasonable resolution, considering the facts surrounding this matter. We are always open to an outside opinion and please know that resolving this complaint is again of the utmost importance to us.

I am not asking you to replace flooring in "multiple rooms"I am simply asking for the master bedroom, which was the only flooring product we purchased from Express Flooring and is in extremely poor condition; which is a stark contrast to the rest of the roomsAs mentioned previously $1,was the total cost of labor for BEDROOMS and FLOORING FOR ONENow you are charging me half of that for labor for ONE bedroom? Great discount, indeed.Finally, yes, this was purchased years agoHowever, your guarantee all over your website and advertisement is for yearsIt appears like rather than honoring this warranty your are trying to pass off the poor quality of your product on supposed damage that did not occur

In response to our customer's most recent comments, please know that we sympathize with our customer We fully understand that when something happens it is always much harder on the person directly effected We, just like our customer, wanted her project to go smoothly and to transpire without incident While we did not mean to downplay anything, the good news is that the issues at hand are very easily correctible The intent of our last message was simply to ask Mrs [redacted] to work with us We have called on more than a dozen occasions dating back to before this complaint was ever filed Mrs [redacted] has yet to return our calls and schedule a date for her issues to be addressed If she would simply work with us, we have no doubt that any and all issues she has will be corrected here very soon Thank you and we look forward to hearing back from our customer

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction Please know that it is always frustrating and disappointing to hear feedback of this nature from a customer Managing situations of this nature is a struggle for any company in our industry The reality is that in any trade, not just flooring, a consumer does have some responsibilities in regards to care and maintenance of the products in their home We do offer a lifetime installation warranty on the work that we do, however that warranty does not cover damage to flooring caused by the customer We cover the work we do and we take responsibility for things we have control over However, if a customer damages their own floor, we cannot reasonably be expected to simply fix or replace their flooring What Mr& Mrs [redacted] have not told you is that we have investigated this claim and even outsourced an independent inspection company to assess the damages to their flooring earlier this year We have attached the report from this inspection for your viewing Please realized this report was generated by an independent & unbiased expert in this industry As you will see on this report, they clearly show that the damages at hand were caused by moisture damage and further, the damages were clearly caused post both manufacturing and installation We know that no customer wants to get news of this nature and we are very sorry that we all find ourselves in this situation We are more than happy to work with customer regarding the costs involved in replacing their flooring, but we simply cannot agree to just replace their flooring under any warranty at no charge, as no warranty covers damages of this nature If Mr& Mrs [redacted] are open to an arrangement, they can contact our office to work out the details We thank you for your time and please do not hesitate to contact us if you require any additional information

As we explained in our last response, we are currently in the process of working with this customer to find a solution The fact remains that Ms [redacted] CHOOSE to go with a different company She paints a picture as if she was forced to do this and/or was treated poorly in some way This is simply not the case and we feel that any reasonable person would not look down on us because an installer's vehicle broke down and Ms [redacted] 's installation had to be delayed one day Again, we recognize that is not an ideal situation But in life and business things do happen from time to time and this was obviously not something done by design We have been in contact with Ms [redacted] and have offered to reduce the monies she owes for the work we did complete by $ While Ms [redacted] has not responded to us regarding that offer, we feel we are being more than fair with this customer considering we additionally already waived almost $in cancellation and restocking fees All in all at this point, we have made almost $in concessions to this customer and feel these actions should suffice in resolving this complaint

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction We are very sorry to have received this complaint from Mrs [redacted] and please know that that she states in her complaint, we have been trying to work with her through her issues While we understand Mr [redacted] concerns, we feel that she is misunderstanding some facts regarding her order and regarding this complaint To begin, the product Mrs [redacted] purchased is sold by an American Company The product is however physically manufactured in China Many companies in this countryoutsource the manufacturing of the products they sell This is common in any industry in today’s marketplace Many flooring products are manufactured in Italy, Mexico, Turkey, China, and dozens, if not hundreds of other countries Each of these countries makes a variety of products that vary in quality and price We have spoken to our sales rep whom helped Mrs [redacted] through her purchase and he has verified that he never said anything that would give Mr [redacted] the idea that all of our products are made in America Unfortunately, from time to time, customers develop certain ideas or make assumptions during the sales process We certainly are not mind readers and had we known that Mrs [redacted] had any misconceptions, we most certainly would have discussed those with her The important reality of the matter is that Mrs [redacted] got the exact product she purchased It is a very high quality and durable product and we are sure she will be happy with for many, many years to come In regards to the change order Mr [redacted] speaks of, we ask that anyone reading this realize that as Mr [redacted] states, it is not unreasonable to charge a customer for unforeseen costs that occur during aninstallation of this nature The change order was not “incorrect” as Mr [redacted] implies With all due respect, if it was, Mrs [redacted] would not have signed it and paid the monies in regards to it We charged her for a service that needed to be done to complete her project We were upfront about it and went over those costs and the need for them prior to her paying any monies and prior to any of that work being done If she had an issue with the monies quoted or the needed work, we easily could have discussed that and hashed it out prior to us getting this point In respects to Mrs [redacted] claims regarding her cabinets, the work in her home was completed and signed off on over two weeks ago There was no mention of any damages to her cabinets until well after the fact Mrs [redacted] did email us some photos of the alleged issues and we showed those to the installation team whom performed the labor on this project They adamantly deny that these damages happened due to their actionsNaturally this puts us between a rock and a hard place We have a customer on one hand whom we want to keep happy On the other hand, we have a good installation crew whom has been part of our team for years No matter what side we take, we are going to make someone unhappy and the reality is that we will never know what really happened Without taking sides, we have no problem making some concessions to make this customer happy to resolve this complaint We understand that Mrs [redacted] has requested $back on this purchase We regretfully cannot agree to a refund of that nature due to the circumstances at hand With this being said, one of Mrs [redacted] concerns is over the change order monies she paid, which amounted to $ In the essence of good customer relations, we are prepared to split these costs with this customer on that end of things In regards to cabinets, we are prepared to also refund her an additional $for that matter as well which she can use to have the paint touched up on the cabinets Assuming these actions will resolve this complaint, we will refund her a total $ We thank you for your time in regards to this complaint We naturally would have preferred that everything went smoothly with Mrs [redacted] order, however it is important to us to resolve this complaint We trust that the actions we have taken and the offer we have presented will suffice in accomplishing just that Please feel free to contact us if you require any further assistance regarding this matter

In response to our customer's most recent comments, we again are very sorry that we all find ourselves at this juncture The reality of the situation is again that Mr [redacted] received exactly the same products he purchased and paid for from us One would think that if the padding was such a point of concern, that Mr [redacted] would have made sure that not only his contract indicated the products he wanted, but that the products installed were the ones he actually wanted It is clear here that there was poor communication between Mr [redacted] and our sales rep While we are very sorry again that this customer is unhappy, it is not reasonable for any customer to expect us to read minds A consumer has the responsibly to communicate to a vendor what they want And if they don't, that vendor cannot be exposed to unlimited amount of liability We again have offered to supply the labor, at no charge, to replace the padding This would include removing and completely reinstalling over $6,worth of flooring! As you can see, we are not being unreasonable or inflexible with Mr [redacted] to try to solve this problem Resolving this complaint is of the utmost importance to us Therefore on top of supplying the labor to replace Mr***'s padding, we will refund him the monies he paid for the padding he bought from us This amounts to $ We sincerely hope this offer in good faith will suffice in resolving this complaint

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction We are very sorry that Mrs [redacted] order did not work out and that she has decided to cancel it As she explains in her message, we are aware of her cancellation and it has been recorded We would like to point out to Mrs [redacted] that timelines for refunds are posted on her contract regarding this order As with any company, there are waiting periods to ensure that any deposits paid via a personal check clear the customer's financial institution We can assure both our customer and the Revdex.com that Mrs [redacted] will receive a 100% refund of her deposit That remittance is scheduled to be processed at the end of this week, per the posted policy on this customer's order We trust that this customer receiving a 100% refund of her deposit suffices in resolving this matter Please feel free to contact us if we can be of any additional assistance Thank you for your time,

First and foremost, name calling isn’t a very professional business practiceSecond, I communicated immediately with Devin that the floors were unsatisfactory, and no further payment would be made on poor quality workWe were promised an actual inspector and the person who showed up works at a desk and likely doesn’t know how to install tileThere are dozens of places where the floor is uneven, I have photos of injuries my child has sustained from the uneven floorsWhen someone finally came he was rude and dismissed my complaintsHe also said the problem was minor, in fact there are dozens of tiles that need replaced because of lippage and none of the grout is done correctly Because it took so long to get someone here, I THEN asked that the work be completed after the holidays so as to not disrupt my children’s ChristmasI have included photos of a couple of the mistakes but the truth is there’s too many to send

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.In regards to our first complaint I fill at this point I have to keep our complaint open until this matter has been resolved. As per [redacted] with Express flooring we will not be able to determine what the problem is until further investigating is done, Express Flooring sent a investigator out four weeks ago he agreed there was some problems throw out the house, Then Express Flooring sent a repair man out to fix all carpet issues and he did not have the tools to fix the carpet's, In regard to Express Flooring response to this Sirius problem I am glad to hear in your response, That Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.. Now Marie said there will be a inspector coming out on July 22nd after 3pm. So until then I and my husband are one hundred percent satisfied this claim will remain open . I hope Express Flooring stands up to there word customer satisfaction!!!!Thank you, [redacted] & [redacted]