New Way Title Corporation

Express Flooring is very surprised to have received this complaint We have been working with Mr& Mrs [redacted] for some time now The repairs to their flooring are minor and marginal at best, however we always strive to create happy customers Mr [redacted] has been very specific as to what he wants done and while we feel that the work he has requested is not needed, we have agreed to do it so as to ensure his satisfaction in the end We offered to do this work months ago but it was Mr [redacted] who postponed the process We have been standing by awaiting his call to schedule We will reach out to him today and all Mr [redacted] need do is supply a date in which the work can begin

In response to Ms***'s most recent comments, please know we here at Express are very sorry that she still not 100% satisfied It seems we were slightly misinformed prior to our last response That said our office has been in touch with Ms [redacted] to schedule any and all needed work to take place Please understand that both we and our customers want the same thing We understand that Ms [redacted] is frustrated, but all we want is for her to be happy When it comes to remodeling and construction of this nature, every situation, every home, and every customer's expectations are different We are doing our best to get Ms [redacted] to a point in which she is happy From a customer service standpoint, we will be refunding Ms [redacted] $for any inconvenience and/or frustrations she has experienced We understand that she should have preferred things run more smoothly We do ask that she consider the possibility that we have and had the same desires Thank you and again please feel free to contact customer if we can of any additional assistance

I paid express flooring what I owed them in fullThe original amount was 4,and when the scheduled appointment was canceled on 12/8/I was give a credit of$which brought the total down to 4,and that is the amount I paidMy boyfriend, Chris Welch, contacted express flooring on 12/9/for another complaint about express flooring not following what was discussed when the sales man came to the home and I was again credited another $that I have yet to receiveWhen the guys came to my house to fix the carpet they did not look at the washer so that is a statementThe washer is still broken and needs to be repairedThe guys that came to my home are not certified to determine what is wrong with the washerYou are more then welcome to send someone who is certified to check the washerI have not received a call from express flooring at anytime to resolve this matterI tried to contact Henry on 12/19/to resolve this matter but have not received a call backThey are free to call me anytime to come up with a resolution

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction We understand that [redacted] are frustrated with the fact that an alarm wire was damaged during their installation We feel that anyone can relate to those feelings and understand them With this being said, we ask that anyone reading this please understand that there are two sides to every story As a contractor whom [redacted] hired to replace their flooring, we feel it is unreasonable for us to be responsible for something that we were never notified of We have attached a checklist that our sales reps use on each and every sale they make It covers a broad range of topics related to the upcoming installation of flooring that a customer purchases from us As you will see on this document, item #clearly reads:"If you have burglar alarm wires under your existing flooring, be sure to advise the Design Consultant and Installer as we can not be responsible for damages."Please note that [redacted] initialed by this statement and signed the form at the bottom of the page We have forms of this nature specifically to avoid uncomfortable situations of this nature In all fairness, we feel that we should not be responsible for these costs that we have been asked to refund to this customer That said, our customers are important to us and we always want to resolve any and every complaint we ever received, regardless of our opinions on the validity of the complaint From a customer service standpoint, we are willing to make an exception for this consumer We ask that our customer please forward us a receipt or some sort of documentation on the costs involved in repairing this alarm wire Once received, we will issue a refund in that amount, up to $ We trust that these actions should suffice is resolving this complaint.Thank you for your time and please feel free to contact us if you require any additional assistance regarding this matter

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction We are pleased to report that we visited with Ms [redacted] late last week and were able to address all of her concerns Please understand that while we can understand and respect Ms ***'s frustrations with this process, we have communicated with her and done everything in our power to make her happy The staircase, which has been her main concern has been completed for some time Ms [redacted] did not like the standard materials that were used in this area We have recognized this fact and ordered a number of different products to try to change the look as per her request Please also understand that her desires here were not relayed to us until after the work was originally completed We did have to wait some time for materials to become available, but once they were, we have been very proactive in getting appointments scheduled and having any work she has requested completed Naturally, we are always here for our customers and we hope that both the Revdex.com and Ms [redacted] know that she can feel free to contact us at any time is she ever needs any help with the flooring we have installed for her

First of all we Mr& Mrs*** are not making this difficult. When we initially made the appointment to we requested an afternoon appointment since we both workWe weren't given the option to have a Saturday appointment. We were told that the could come to our home on Thursday 10/15/between & PM. Which we told them that would be perfect. We were phoned the night before informing us that someone would be at home the following day between the hours of & PMIn which the gal that phoned said they would call tomorrowIn which I told her that no one would be home and that they should either call my cell or business numbers in which they have on file. When we made the appointment for 10/I told them not to call my home because Mr*** is hearing impaired and doesn't answer the phone. We have told them this repeatedly that to call Mrs*** on either her cell or business numbers. There was only message on the phone recorder the day of 10/in which was someone telling us they would be out between & PM. No other messages were left and no one called Mrs*** on her cell or business numbers. The following day once again there was a message from someone at Express Flooring telling us they were sorry that life happens. Let me remind you that this wasn't the first time they promised to be at our home. During the initial install they never showed up as promise. Finally Saturday they show up wanting to do the carpeting first and then the tile. We were told it would be better to do the tile first and of course why would we want them to install carpeting and then tile to tramp back across the new tile. Mr*** took vacations days for this installation. It was only supposed to day which was Friday. Since they didn't have the carpeting ready on Saturday they said they could do it Monday. Once again why make appointments if you don't plan on keeping themWe didn't want to set up another appointment with Express Flooring as we didn't want to wait around againOr neither did we want to have to remove items from our master bedroom once againHenry left a message the other day to try and settle this again we are reluctant to because it's the same story over and over again. Why should Mrs*** have to call them again when nothing is being settled. Not once did they try to reach Mrs*** on her other numbers that they have on fileTo me this is just poor business. Although we have agreed to have them come back to our home in NovemberWe are very reluctant, we shall see what happensBe reminded Express Flooring that Mr*** is hearing impaired and won't answer the house phoneYou have both Mrs*** other numbers

We are pleased to report that the work at Mr& Mrs***'s home was completed at the end of last week. We fully understand that things did not transpire as they would have ideally liked. As we explained in our last correspondence on the matter, we also wish things would have unfolded in a more timely and efficient manner. From a customer service standpoint, we will be refunding our customer $200. We extend this discount in the name of good customer relations and in an attempt to give the matter some closure. We trust these actions will suffice in resolving this complaint

Please be advised that we are currently working with this customer to resolve their issues. Express Flooring does offer a lifetime installation warranty on most all of the residential installations that we perform. This being said, as with any labor warranty in any industry, it covers
installation defects. We installed this flooring in May of 2013. It would be very odd for something installation related to fail this long after the original installation had taken place. Typically a change in the performance of this type of flooring, this long after the installation was completed would indicate that something has changed in the environment the flooring materials are installed in. We currently have an appointment set up with our customer for next week to investigate the matter further. We naturally will work with our customer from that point forward to resolve this matter.Thank you for your time and please feel free to contact us if you require any additional assistance

In response to Mrs***'s comments, we are a little confused. As she is aware, she did have a manager come out and look at her flooring. This was something we had been requesting for some time prior to it happening. As we explained, we attempted to contact this customer on a multitude of occasions. Our goal in pointing this out was to ideally show that we had taken a proactive approach to this matter. Additionally, the idea of the minor repair taking place after the holidays is not a negative. We fully understand that our customers are busy this time of year. We were merely pointing out that it was Mrs*** that requested the date and that we were happy to do it earlier. This matter does not need to be confrontational in any wayBoth Mrs*** and our office want the same thing and are on the same page as to what has to be done. We look forward to working with her to give this matter closure here in the very near future

In response to our customer's comments, the idea here was not to blame anyone. Please realize that it was this customer who filed this complaint despite the fact that we had already taken steps to resolve the matter. We feel it is important to anyone reading this complaint that they are advised of ALL of the facts. The version this customer posted on this complaint was incomplete and one sided. We are sorry if our statements shed a different light on the matter, but it is the truth. In no way did we intend to upset them any further. As our customer pointed out in their response, the repairs have been completed and their issues are resolved. If there is anything further this customer needs, they can feel free to contact us at any time. We are very sorry that things did not go more smoothly during this installation, but we are very happy to hear that the matter has been given some closure so that our customer can enjoy their new flooring for many years to come

We can certainly understand this customer's desire to keep the complaint open until the matter is resolved and we have no issue with that We are currently working with them through their concerns As Mr& Mrs*** know, we are simply waiting on some documentation from them so that we can contact the manufacturer of the materials they purchased to show they have maintained their goods within the needed parameters over the years since this carpeting has been installed As a side note, during our visit to this customer's home last week, we were able to confirm that the carpeting installed is precisely the carpeting that this customer purchased when they placed their order with us As we stated in our last correspondence, we will continue to work with this customer through the issues at hand Thank you for your time and please do not hesitate to contact us if you have any questions or need any additional documentation

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction. Please understand that there was no error in our office filing a standard and common preliminary notice of lien. Ms*** placed an order with out company and one of her payments
was returned by her financial institution. The state of Arizona grants a contractor the right to protect themselves and by filling this notice and there is nothing unethical or wrong about doing so. Since, Ms*** has made good on that payment and her account is paid in full. The preliminary notice is just that, a preliminary notice. It will not effect her credit or any other aspect of her life in any way. We can understand that your average consumer is not familiar with these types of documents, so we can understand why she would be alarmed. But we can verify again that her account is currently paid in full and we will be taking no further actions regarding the notice she received

Revdex.com:
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 until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

In response to our customer’s most recent message, we again feel that we have done everything we possibly could to remedy this matter. We feel it is appropriate to point out that the matter did take much longer to resolve than it should have, but this was mainly due to Mrs***'s availability. We fully understand that she works for a living and we completely respect that. But everyone involved, including Mrs*** must understand that her work schedule played more into these delays than anything we did or did not do. That said, that idea here is not to play the "blame game". We think that we can all agree that we all would have preferred that things had happened differently. In regards to the price adjustment we extended to Mrs*** when she filed this complaint, we made this offer in good faith and in an effort to resolve this complaint. If this was "insufficient" as Mrs*** explains, than she frankly should have communicated that to us. Rather, she took the monies we offered her, waited until she had them in hand, and now is asking for more. It feels in a way as if we are being held hostage with this complaint. The Revdex.com asks that we (or any other company) make a good faith effort to resolve any complaints that are ever filed. We feel we have done exactly that. As Mrs*** states, the minor issues with her floor are taken care of. We additionally refunded her monies as an expression of desire to remedy the matter. If the Revdex.com feels that the amount of the price adjustment is "insufficient" and there is a more appropriate amount, than we certainly are willing to listen and consider any feedback they may have. That said, we do feel that we have done exactly what the Revdex.com asks of any company in this situation and we respectfully request that this complaint be closed showing that we have addressed our customer's issues in regards to this complaint

December 3, 2016To: Revdex.comAttn: Conciliation & Engagement Specialist RE: ***s - ***Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction Please understand that there are two sides to every story and that while we
respect Mr***s's opinion and would love nothing more than to earn his business, we feel that his depiction of the events leading up to this complaint are one sided and not accurate While we always want to earn every customer's business, we are not obligated to sell any customer any flooring they want or any price they want Mr***s has a fairly large scale project that he wants done and he has a specific budget in mind that he wants to pay Regretfully that budget is not realistic We did have a sales rep meet with Mr***s During that appointment Mr***s was very specific on what he wanted We did write up a quote for him within those specifications That quote was submitted to our office for approval, but was not approved as Mr***s' requests were simply not realistic We in turn politely and professionally explained to Mr***s that we could not fill his order His deposit was returned to him immediately with our apologies Upon this complaint being filed, we contacted Mr***s While we feel we have the right to decide what we need to charge for our services, we always want to address and resolve any complaint we ever receive, regardless of how we feel of its validity We offered Mr***s a cash refund of $to simply say we are sorry that he feels the way he does Mr***s has refused that and it appears that his intentions are to try to use complaints of this nature and online reviews to bully us into filling an order that simply unrealistic from a pricing standpoint We are happy to supply Mr***s with the refund we offered We feel giving this customer money, considering the circumstances, is well above and beyond what anyone can expect of us We will only do so if Mr***s agrees that this will resolve this issue in his eyes We trust that these actions, regardless of Mr***s acceptance, will suffice is resolving this complaint Thank you and please feel free to contact us if we can be of any further assistance Express Flooring

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 Mr*** Please know that we always want to address and resolve any complaint we ever receive We feel it is
important to anyone reading this complaint that you realize that this complaint is the first we have heard from this customer since October Their floor was installed in July which is almost years ago at this point in time Naturally, it is very difficult for us to address a matter for a customer if they do not communicate with us or even notify us that the issue exists With this being said, we will contact Mr*** today to discuss this matter and we are very confident that we will be able to address this matter assuming everyone involved is reasonable in their expectations Thank you for your time and we look forward to giving this matter some closure

Please be advised that we have been in touch with Mr*** and we are currently working with him to find a solution to his complaints We feel that if everyone involved is reasonable in this matter that it should be no issue to reach a resolution that all parties can live with We look forward to giving this matter some closure here very soon.Thank you for your time and please do not hesitate to contact us if we can be of any further assistance

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:Express flooring is not exactly truthful in their response I only made a complaint after installers could not install my floor properly It took another installers to finally install my floor right I originally asked for $for a refund with a $4,job When they offered $750, I accepted immediately because I wanted to move on as well
I have reviewed the response made by the business in reference to complaint ** ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
Beth L***

Express Flooring is a reputable and professional companywhose utmost goal is always customer satisfaction. We are very sorry to learn that Mr*** isfrustrated with the flooring he purchased from us, however please know that theflooring he purchased is more than suitable for areas it
is installed in. The problem here is not the flooring weinstalled, but rather the area it is installed in. This area is an enclosed porch and areas ofthis nature in any single family home that not meant to allow in rain ormoisture from the elements. No residentialflooring product is made to withstand standing water and rain, let along allthe other elements that it could be exposed to if it is not constructedproperly. We naturally cannot take responsibilityfor damages caused by rain due to the fact that the porch is not properlysealed. We did not build the home nordid we construct the porch. We feel thisis a clear ideology that any reasonable person can understand.What we suggest is that Mr*** first repair screened inporch so that no outside elements can get inside this area. If this does not happen first, than no matterwhat he or we do to the current condition of this flooring, he will continue tohave problems. Once this is done, we arehappy to work with this customer to get his flooring repaired or replaced. We cannot agree to pick up 100% of thesecosts, but we can certainly help him through the process and we are happy tomake some concessions to help him on the pricing. We thank you for your time regarding this matter and pleasedo not hesitate to contact us if you require any further assistance

In response to Mr& Mrs***’s most recent correspondence, we understand that they are upset that their flooring has gotten damaged. We also understand that they want for us to pay for the needed repairs Please know that we pride ourselves on our warranties and work with customers each and every day regarding these warranties. There are certain things that we are responsible for and there are other things that we are not. To simply the matter, we warranty what we have control over. We simply cannot be liable for damages to the products we install that are caused by sources that we have no control over, and frankly any reasonable person would have a very tough time arguing with that logic. The key term in regards to this matter is “TOPICAL MOISTURE”. What this means is that moisture was introduced to this product on the top of the flooring. We have again attached the report in regards to the inspection that was done to as the damages to Mr& Mrs***’s flooring. Please refer to the “Conclusion/Opinion” of the licenses and certified inspector that supplied this report. This report clearly states:“…there appears to be a cause and effect relationship between the swollen plank edges that has extended across the joint(s) to the surface of randomly located adjoining planks at the side and end joints that is consistent with TOPICAL MOISTURE intrusion causing the core material to swell.”Mr& Mrs***, in this most recent correspondence, claim that they found a company that inspects these types of situations. She mentions a plastic sheeting that should have been laid down. There most certainly was a plastic sheeting that was laid down. They are referring to an underlayment which is always laid underneath a floating laminate floor of this nature. A moisture barrier that has a built in sound deadening component is installed underneath this floor. We are happy to visit this jobsite with anyone involved here to confirm this. In regards to the product sitting in the house for 2-days, this is known as “acclimation”, or allowing the product to adjust to environmental properties in the home it is going to be installed in. While we understand that Mr& Mrs*** placed this order over three years ago, we would expect them to recall these events considering their accusations. This order was placed on 7/6/and the installation was to begin on 7/7/ This order was for not only laminate flooring, but for tile flooring as well. On 7/7/we delivered both the tile flooring and the laminate flooring to this home. The tile installation began and the laminate flooring was able to acclimate in the home on 7/7/13, 7/8/13, & 7/9/13. The installation of the laminate flooring did not occur until 7/10/ Further, the damages to this flooring have nothing to do with acclimation. Even if the product hadn’t acclimated to the home (which it most certainly did), the laminate flooring would not just suddenly developed swollen edge joints in randomly located areas. The only thing that could have caused the damages to this flooring was TOPICAL MOISTURE as described by the independent and unbiased inspection company whom made this assessment. The attached report is very clear and in no way is misleading. It clearly says that the damages were caused by TOPICAL MOISTURE Further, Mr& Mrs*** state that this company has made certain statements, but we do not see any documentation from this company or even see the name of the company listed. It is obvious that whomever they are talking about didn’t’ actually visit their home to inspect their flooring. We do agree that if no underlayment was put down, that it would cause issues with the floor. However, the issues it would have caused are totally different than the damages that are present on Mr& Mrs***’sflooring at this time. We also agree that if the product had not acclimated, that it could have caused issues with this flooring. However, and again, theissues it would have caused would also have been totally different than the damages that are currently present at Mr& Mrs***’s home. In the very last paragraph of Mr& Mrs***’s most recent correspondence, she states that this “inspector” whom it seems never actually inspected this flooring, states that it is highly unlikely that the damage was caused by any type of water under the house. We 100% agree with that statement. We never insinuated that the damages were caused by water coming from under the home. The damages were caused by TOPICAL MOISTURE, or some sort of moisture that was introduced to the TOP of the flooringIn the end, please realize that we do make decisions of this nature on the flyWe do our homework and we ensure we fully understand a situation of this nature before we ever tell a customer that damages of this nature are not covered under their warranty. In this case, we hired an unbiased and expert third party to assess the situation. Their findings clearly state that these damages were locally caused by this customer, and we simply cannot be held liable for the needed repairs. With this being said, we do recognize that we have an unhappy customer on our hands. We also recognize that sometimes in business, things are not always fair and you will have to make concessions from time to time. We have always resolved each and every complaint we have ever received, regardless of our feelings on the validity of that complaint. This one is no different and we are willing to help this customer to get the needed repairs taken care of. In an effort to resolve this matter, we will supply the needed materials to make the repairs to the damaged flooring. We would expect Mr. & Mrs*** to pay for the needed labor to complete these repairs. We feel that this is a more than reasonable offer, considering the circumstances at hand. If Mr& Mrs*** would like to take us up on this offer, they may contact *** *** in our office to work out the details. He can be reached during business hours at ###-###-####. We thank you for your time regarding this matter and we trust that this goodwill offer will suffice in resolving this complaint