New Way Title Corporation

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction. Please know that we are very sorry that Mr& MrsB*** installation did not go as smoothly as both they, nor we would have ideally liked. It is always unfortunate when
unexpected subfloor repairs are needed on a project of this nature. While we pride ourselves on our efficiency and ability to perform these types of installation quickly, our main focus is always on quality and doing things right the first time. In many cases, doing things right is not always the quickest. This said, we understand Mr& MrsB*** frustrations. Having your home disrupted is a stressful process and when the duration of the project at hand gets extended, it adds stress and anxiety to the situation. Out of respect to our customer and in an effort to resolve this complaint, it would be our pleasure to extend a small adjustment to Mr& MrsB*** order. We will arrange for a refund on their order in the amount of $150.00. While we are sure that our customer would have preferred things to have gone smoother, we sincerely hope they will accept this gesture of customer service as a reasonable solution to their complaint. Thank you for your time and please feel free to contact us if we can be of any further assistance on this matter

Express Flooring is reputable and professional company whose utmost goal is always customer satisfaction. Let us begin by stating that we are very sorry that Mrs*** is unhappy. Please realize her order did not go as either she, nor we would have ideally liked. This
being said, Mrs*** has not been open to working with our office to resolve this matter. To begin, we would like to point out that this customer is receipt of 100% of the goods and service she purchased from Express Flooring. Mrs*** did contact us to correct one very minor issue in which she claims some planks of her floor were not completely secured to her flooring and she has also requested some additional trim pieces that were not part of her original order. We immediately agreed to perform that work and supply the additional transitions pieces to her at no charge. We have attached a series of emails between our office and this customer. As you will clearly see, we have all but begged this customer to schedule an appointment to address those issues for her. She has refused to work with us at every turn. As Mrs*** states in her complaint, we have already extended to her a discount in the amount of $200.00. If you review the attached email messages, you will also see that we have offered her an additional $discount if she simply worked with us to resolve her issues. She has still refused us at every turn. It is simply not reasonable, in our opinion, for her to expect to receive her flooring for free. If Mrs*** will not allow us access to her to perform any work, she can't expect the work she has requested or complained about to get done. The offers we have extended to this customer are still good if she has a change of heart and we urge her to contact us directly to make arrangements if she chooses to work with us. In the meantime, we feel that the steps taken to resolve this matter should more than suffice is resolving this complaint

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Express Flooring is not interested in this customers satisfactionYour attempt to blame my porch for the problem is ignoring the facts.I asked your salesman to recommend a flooring appropiate for my porchHe had eyes to see that it was screened and susceptibleto rainI relied on his knowledge of his businessIt was his responsibilityI have another compliant with the salesman - I don't knowhis nameit was not legible on the paper he gave meWhen the work was half done he said - by the way it will cost another $500to install plywood on the foor(Of course he didn't know this when he wrote the job on the paper - ha ha) There were no details onthe paper, only a final priceI will never again do business without a signed contract and will advise my friends & family alsoHiswriting was so bad I could not read 90% of itAlso the huge discounts I fell for did not appear on the paperI suppose people fall for them just like I didIt was not a very (professional ?) experienceI was taken to the cleaners
Regards,
Eugene ***

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,
*** ***

We are very sorry to hear that Mr*** is not happy with our offer to resolve this matter. In these cases, we always try to offer a customer some sort of concession to help give the matter closure. One main issue with this complaint is simple fact that the customer's claims that there is something wrong with their carpet are simply not justified. In our last response, we supplied a report from an expert and unbiased third party that reviewed Mr***'s carpeting and concluded it was performing just fine. That said, we do understand our customer is not happy and to us, that is still a problem. This is why we offered to install new carpeting for them at no cost. Under the circumstances, we feel this is very generous on our part. But, since this consumer has not indicated that this will not make them happy, we want to be flexible and are willing to supply to an additional $credit towards any materials they buy. We sincerely hope Ms*** will take us up on this offer of compensation and trust that our offers of resolution will suffice in resolving this complaint

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The statements made by Express Flooring in regards to my contact a month after the purchase is inaccurateUnsuccessful attempts were made to speak to the manager days after the purchase was made. Once I was able to speak to the manager, he mentioned that our remaining funds could be applied to a different flooring project. This concerned me and continues to continue me because this exemplifies the fact that my money was not used to restock anything if they are willing to tap into additional inventory using money that I have given themI am very disappointed in this company and am disheartened by their desire to play the customer at the cost of losing businessI wish that I would have done more research on this company before doing businessThis has been a very big lesson learned for me and my husband and we hope that by sharing our story that interested customers will select a different vendor for their needs
Regards,*** ***

In response to this complaint, please understand that we here at Express Flooring are very sorry that Mr*** is unhappy in any way. We enter into every relationship with every customer with nothing but the best intentions. Please know that things are not exactly as Mr*** has
explained in this complaint. We have attached three documents to this response. The first of which is a checklist all of our sales go over with a customer. Item #of this checklist, which is initialed and signed by Mr***, clearly states that Express Flooring and/or the installers are happy to help a customer move their furniture, however they are not liable for any damages. Further, we have attached two documents signed by Mr*** upon the completion of the installation of his carpetingThe first is a work order outlining the work done. As you will see, Mr*** has signed off stating he was "Completely Satisfied with Flooring and Installation". There is no mention of any damage to anything in his home. Lastly there is a post-installation checklist, also signed by Mr***. This document again clearly shows that the work was done and that no damages existed at the conclusion of this installation. We have customers sign documents of this nature specifically to avoid uncomfortable situations such as this one. As we have explained to Mr***, from a customer service standpoint, we are more than happy to help him. But he cannot expect us to be liable for items that he agreed we would not be liable for, and frankly seem to have not even been damaged during this installation. If Mr*** wanted to repair and/or replace any items he claims were damage in his home, we would be happy to reimburse him for the costs of those items, up to $

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction. Please know that anytime any service and/or repair work is needed, we fully understand that is not ideal for a customer. Truth be told, it is not ideal for Express Flooring
either. This being said, service work is common in any trade and we have an entire department dedicated to helping customers like Mrs***. What Mrs*** is not detailing in this complaint is that we have tried on multiple occasions to help her, however she has been extremely unresponsive and uncooperative with our office. Weeks pass in which she will not return our calls. At one point a full month passed before she returned our calls. We have set up appointments with her that she has failed to be home for. Needless to say, if we cannot gain access to a customer's home, it is very hard for us to address concerns of this nature. Upon receipt of this complaint, we have reached out to Mrs*** three times, and as of the writing of this response, she has not returned our calls. Needless to say, we are happy to help this customer. We only ask that she work with us in good faith and allow us reasonable access to her home to address the minor issues she has reported to our office

We have absolutely NOT received any refund in this matterMy credit card has not been refunded, nor have I received any check in the amount due

[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:
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,
*** *** The communication on your part was not good, I called several times and the response that I got was that the check was mailed to meThen I would wait a week and would not received no check and I would call back and they would tell me the same answerIf they would of told me from the start that I had to wait for days or days for the check to be mailed to me I would of understand but its been more than a month and I still don't have a checkI am would of preferred for your company to have take action on another way but it got really frustrating for me so I had to take the step of the Revdex.com to get a good response and action on this matter

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction It is always regretful to received a complaint of this nature from one of our customers We enter into every relationship with our customers with nothing but the best intentions
Please understand that we are a retailer by nature and we do not manufacturer any of the products that we sell To address a situation of this nature, we must work through and with the manufacturer of the products that our customer purchases This is a process, and the reality is it does not sometimes take longer than either we and/or our customers would ideally like We fully understand Mrs*** frustration With that being said, we did file a claim on her behalf in a timely manner upon us being notified of the issue We can assure both our customer and the Revdex.com that we will aggressively pursue this claim with the manufacturer of these goods until we receive a fair and reasonable disposition on the matter We are here for this customer and any of our customers if they ever need us Mrs*** simply needs to allow this process to run its coarse and we have no doubt that the matter to be resolved to her satisfaction We will be in touch with her once we get a response on the claim we have filed, which we hope to be some time this week Thank you for your time and if you require any additional information and/or documentation, please do not hesitate to contact us

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction. Let us begin by stating that we are very sorry if this customer's experience was anything less than they were expecting. Minor repairs and/or service work is inconvenient and can
be stressful on a busy individual's schedule. We fully understand this. This being said, we feel this complaint was filed out of spite as opposed to this customer feeling as if we were not taking care of them. Mrs***'s installation was completed a month ago. Mrs*** failed to pay a portion of the monies due on this order within the terms she agreed to. A payment of $was due on 11/6/17, however she only provided $2,of those monies. Upon completion of her install, we Mrs*** over ten times to address this open balance. She never returned our calls. We were able to debit the open balance the day before this complaint was filed and shortly thereafter did receive a call from Mrs***, whom for the first time communicated any issues with her installation. The following day, we had a supervisor at her home to address these issues, which again are very minor. Mrs*** specifically requested that we address these items after the holidays, which is when we have her scheduled for. We would be happy to perform this work earlier, even as early as later this week if she would prefer thatShe can feel to contact us at her convenience if she wished to move this appointment up to an earlier date.We thank you for your time and look forward to working with our customer to resolve this matter at her convenience

[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: the response is inaccurate when it comes to sending out three techs to our homeWe only had one tech come out to our home My wife is a stay at home mom and is always at home and if that was the case my floor would have been done without this email being sent out and me not getting bothered by my wife at work about this whole situationI just wanted it to be overThis only got done after my called several times and my submission here to the Revdex.comTHANK YOU EXPRESS FLOORING FOR THE SERVICE YOU PROVIDED ME
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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowI understand that I selected the product, but I could not determine the thickness of the carpet from the sample on the board. We showed the sales person the carpet that was in the living room before. I did state, I would like a short but thicker carpet with upgraded padding. I was told no problem that is what I was getting. I feel that Express Flooring has not provided a satisfactory product that will work in my home without additional costs or adding items to taper off the height difference. The product comparison is clearly defined in picture I do have an issue with adding "carpet ramps" or "carpet shims". If I can have carpet installed without using these items, why would I have them "put in" to fix a product that does not work in my home. I am a Disabled Veteran, why would I add something to my carpet that could cause more tripping hazards. Because of the exposed edges, I have to be very careful when I come into the living room. You can clearly see the edges and the poor quality of the carpet that was installed in the attached pictures - kitchen nook entrancedining room entrance & kitchen nook exposed edges
In April, right before the second installation, I was outside when the installers arrived. I was shocked at how thin and poor quality the carpet was. I asked the installers if that was the carpet going into my homeThey responded yes. I brought the installers in my home and pointed out that the carpet that was installed in January was very thin and the installation was very poor. I pointed out all the exposed edges. I immediately called *** and begged him not to re-install the carpet. I said we are going to have the same issues so what is the point. *** reassured me that the problems would be fixed. After the installation, I called *** and told him I still had exposed edges and that the carpet was not right for the living room. The last phone conversation I had with *** was in early May. I told him I was not happy with the product and I did not want it. *** said think it over and see if there a way to fix the issues. He mentioned the shims & ramps again. I had knee replacement surgery in May and another knee surgery in JulyIn the company's rebuttal, I am upset with the carpet I selected because the Sales Person said it would work in my home. Why would I want a company's product in my home, if they cannot complete the job to my satisfaction.I feel that Express Flooring has installed a poor quality product that does not work in my home. If Express Flooring is a reputable and professional company, why can't they install a product in my home that doesn't leave exposed edges? The cost of the poor quality product is double in price compared to other flooring companies. I want the carpet removed from my living room and the entire transaction cancelled due to poor quality, thinness and outrageous cost of the carpet. Regards,
*** ***-***

As we stated in our last response, we have agreed to perform the work Mr*** has requested and we again did so months ago. As Mr*** stated in his most recent response, he told us he had family in town and indicated he would contact us to schedule. As opposed to simply calling us, he has chosen to take the time to file this complaint. This is certainly his right if that is what he wants to do. We do currently have a date for the work to begin, which is 3/13/17. Assuming Mr*** does not postpone this work any more, it will be completed in the very near future. We would like to thank our customer for their business and for their continued cooperation in resolving this matter and we look forward to giving closure here very soon

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The independent contractor Express Flooring hired told me while he was here that the flooring had been installed improperly The laminate should have been able to set in the house for days and not installed the same day The people who installed it did not speak English They kept calling the company during installation and asking how they were supposed to install itThey first tried to install in going in the wrong directionI pointed out that this was not the direction it was to be installed There was much confusion during the installation The independent contractor told me there was no water underneath the laminateHe said the only place that showed high water reading was a small space near the kitchen (There is no damage in this small area!) The contractor told me that I was using the proper cleaning products as well!In my conversations with Express Flooring they told me they were accredited by the Revdex.com I told them they were not per the Revdex.com website I also brought out the fact that there have been numerous complaints, some similar to mine! Express Flooring does everything they can do to not honor their lifetime warranty! I have contacted two different flooring contractors One was an installer for laminate and wood flooring and another who was an inspector for wood/laminate flooring I was asked by the installer had I put down a film or some type of covering prior to installing the laminate They said they this must be done I did not let them know name of Express Flooring They asked if I the installers let the laminate settle prior to installation at least 2-days prior to installationI told them no to both questions (Express Flooring did not do either.)I found a company that inspects these types of situations This inspector is one that courts use especially in regard to lawsuit cases I sent him the Express Flooring report Prior to reading the report, he asked me if Express Flooring did any type of moisture testing prior to installation I told him that I was not sure but did not observe that they did any type of moisture testing He said if they did, it should have been documented somewhere in their report and for their records prior to installation.The inspector also asked me the same information as the flooring installer The contractor should have laid down plastic sheeting or other material prior to installation (which they did not) He also said that any company that installs laminate and/or wood flooring will tell you that it must be allowed to sit in house for 2-days prior to installationIt did not sit for 2-days in house prior to installation.After reading the report, the inspector told me the report lacks clarity and could be very misleading If you read it, you will see what the inspector is talking about Inspector said it was highly unlikely that the damage was caused by any type of water under the house, nor any water spilled or cleaning products He said that if the damage was caused by water, the planks would have damage on both sides of the planks However, the planks only have damage on one side of the planks that are coming up!
Regards,
*** ***

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction We are very sorry to hear that this customer is frustrated and please know that reached out to him upon receiving this complaint Regretfully, we could not get to far into the
details with this customer as he was at work and his time was limited At this point we have an appointment to meet with him this weekend to review his claims/concerns We will naturally address and resolve any and all legitimate issues our customer has, if any so exist Thank you for your time and considerations and please feel free to contact us if you require any further assistance on this matter

In response to Ms***'s most recent correspondence, we again are very confused. Ms***'s statements simply are not accurate. She is correct, we did offer her a $adjustment of which she paid the balance due on her purchase less that amount. No other refunds or adjustments have been offered to her. Additionally, Ms*** did contact us on 12/19/16. But we attempted to contact her back on 12/20/16, 12/21/16, and 12/22/16. She has not returned our calls however. We are unsure as to what she means by "certified" person to view the appliance. We are unfamiliar with any organization that certifies someone to look at a broken appliance. We did send someone to her home to view this item and again, nothing was wrong with it. And this was well after the installation was completed. Further, Ms***'s contract clearly states that we will move appliances of this nature as a courtesy to our customers, but we cannot and will not be held liable for any damages, should they occur. This being said, our goal here is to resolve this complaint. We are prepared to offer Ms*** an additional $discount on her order, assuming this resolves any and all issues (known or unknown) at this time. We would like to give the matter some closure and feel that this gesture should suffice in resolving this complaint

Please be advised that our office has reached out to MrsH*** to work with her to resolve her issues. Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction. This situation is certainly regretful as we always want our customers to be
just as excited about their flooring as they were the day it was installed. Under the circumstances, we obviously cannot change the fact that this customer purchased carpeting from us and we simply do not feel it is reasonable for this customer to request that we just replace her flooring with any product of her choosing now 3+ years after it has bee installed. That being said, and as we stated earlier, we feel that if MrsH*** is reasonable with us, we will be able to reach some sort of arrangement to make her happy. We look forward to working with our customer and hope to have the matter resolved here very soon.Thank you for your time and please feel free to contact us if we can be of any further assistance

In response to this customer's most recent correspondence, please understand that there are two sides to every story In their most recent response, they state that they did not even know what kind of padding they wanted If that was the case, then how did they know it was wrong? We did what we had to do to rectify this matter with this customer during their installation and well before this complaint was ever filed If you recall our previous message on this complaint, between the upgrades we gave them and the additional refund we are offering in regards to this complaint, they are being compensated more than originally asked for AND they have gotten exactly what they wanted, which is why they say they filed this complaint in the first place We naturally always try to avoid situations of this nature But in the rare case that a customer is unhappy, we always do anything and everything that can reasonably be expected of us This customer expecting free work, upgrades, and then $1,refund on top of that is simply not reasonable They accepted the upgrades we gave them and they did so with a smile They waited until they were in receipt of these things, and then they filed this complaint If our offers to resolve this matter were not sufficient, than frankly they should have said that at the time At this point, we feel our offer of an additional refund, ON TOP of what we have already done for this customer is more than reasonable and should be sufficient in closing this complaint.Thank you for your time and please feel free to contact us if you require any additional assistance