New Way Title Corporation

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/or unhappy.  Since receiving this complaint, we have contacted Mrs. [redacted] and we have an appointment scheduled for...

next week to meet with her and address her concerns.  As we always do, we will work through any issues she or her husband are having.  In regards to the materials installed, we have never, nor will we ever act in the manner Mr. [redacted] is accusing us of.  The carpeting installed is precisely the same carpeting that Mrs. [redacted] picked out when she placed this order.  We look forward to meeting with her next week so as to clarify this point and address any other issues she may be having.Thank you for your time and please do not hesitate to contact us if we can be of any further assistance.

Please be advised that we have been working with Mr. H[redacted] to resolve this matter.  He has claimed that a bed was damaged during the recent installation of his flooring.  What Mr. H[redacted] has failed to relay to the Revdex.com is that he failed to notify of our office of these alleged damaged until a...

week after the work was completed.  Another interesting fact is our installers take photos of the completed work once they are done.  The supposed damaged bed is in those photos, and show no sign of damage.   Please also realize that our specialty is installing flooring.  We are not professional furniture movers.  We do offer that service to our customers as a convenience, but we do so with the understanding that we cannot be held liable for matters of this nature.  Mr. H[redacted] signed off on two separate documents recognizing this fact.  With all this being said, we again have been working with him to find a solution to make him happy.  Mr. H[redacted] is our customer and we always want to do everything we can to please our customers.  At this point, we have arranged for the manufacturer of the bed to look at it and assess the needed repairs.  We have no doubt that this matter will be resolved here very soon.

Contrary to the Revdex.com's most recent message, we do believe that this complaint is resolved.  Mr. [redacted]s accepted our offered resolution and we are pleased to report that we can all put the matter behind us at this point in time.

I have never been unresponsive or uncooperative to express flooring. They have been inside my home at least 3 times to make the repairs and neither time were the repairs successfully made. We paid over $13,000.00 cash for this flooring and they did a terrible job. THEIR STATEMENT IS COMPLETELY UNTRUE

Wow, I guess that is the response I expected. Blame the customer. We notified our sales rep, Richard H[redacted], immediately after both installations regarding the damage to our property. He was our only contact at the time and when we contacted Express, they refused to give out any email contact information (our preferred method of communication).  Does the contract limit their liability? Yes, of course it does.  We relied on their sales reps express promises that we need NOT remove any of our furniture and they would "take care of everything". Our mistake. Their own "inspector" came over and attempted to fix the bed damage which he could not (he also took pictures and agreed that the bed was damaged). The other damage was corrected by ME because of their lack of timely response.The repairman from [redacted] did come over on 3/15 (over a month after we reported the damage) and he was successful repairing the bed. The damage to the bedroom closet glide is the only remaining issue but we will resolve that issue ourselves. What a poor way to treat your customers.  We would never recommend their service to anyone of our friends or neighbors.

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 rooms. As mentioned previously $1,500 was the total cost of labor for 3 BEDROOMS and FLOORING FOR ONE. Now you are charging me half of that for labor for ONE bedroom? Great discount, indeed.Finally, yes, this was purchased 6 years ago. However, your guarantee all over your website and advertisement is for 50 years. It 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.

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 500 dollars if I agreed not to forward  my complaint  to any agency or say anything  bad about Express Flooring to anyone. I told him at the time he would have to include the 400 dollar discount from the Maricopa home show, but he refused. so, I will  also  decline   his offer of 250 dollars. I never demanded 2000 dollars as he claims, however I did inform him that I will seek the 2000 dollars if this is escalated  to a court appearance. Mr. [redacted] response to my complaint never  addressed  the issue, it was just scripted words I am sure he uses often. I challenge him to find any big box store, national chain or any private company that would agree that 9500 dollars is a fair price for 570 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 price. Mr. [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 do. Please 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]

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' warranty. My carpet is by no means the quality I was promisedby the Sales Manager.  This is misrepresentation!  As for the 3rd party carpet test... Any carpet would look good after spending one minute brushinga 18 inch sq.!!  After 2-3 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 carpet. But, would settle for half our money back!Sincerely, [redacted]

What Express Flooring is stating in their response is not quite true. Here in part is their response " They responded to us by asking for new carpet padding, one that was better than the one they had purchased.  When we asked what type of padding they wanted, they responded by telling us that they didn't know and told us were the experts and to "figure it out".  Needless to say, how can a customer accuse us of giving them something other than what they purchased when they couldn't even tell us what they wanted?  This being said, we worked through the issue with them.  We agreed to upgrade their padding at no charge."1. We did ask for better padding2. We did not, I repeat, we did not say we didn't know what type of padding we wanted, and that they were the experts, and for them to figure it out! This is a lie! What we told them was that John had told us we would be getting "Memory Foam padding" THAT is NOT what we got! What we were told by Henry the district manager was that they would not lay memory foam padding without charging us more money, even though that is what John told the 3 of us we would be getting when he sold us the carpet and padding! Therefore they did not work through this issue completely!

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We understand that [redacted] [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] [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 #5 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 $160.00.  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.

[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 [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

While I am satisfied that the job is finally complete I am surprised by some of the comments the company made in response to my complaint. When I talked to Henry on 8/18 and we set a date to finish the project, I told him that it would be done on the 27th or I would take further action. When he asked what that was I said that I would be filing a complaint with the Revdex.com if the job was not finished on that day. The company stated that ‘you run into a situation that is out of the norm, and you need to be creative to resolve it’. My other room was completed in one day and the same supplies were to be ordered for the second room. They would not have had to come up with a creative way to install the transition pieces if the correct supplies were ordered and available the date of installation. They state that they ‘agreed to refund her a token amount’. I agree that the amount is a ‘token’. When I paid almost $6,000 for the flooring, to be given $50 seven weeks after the job was started was not much of a consolation. The company states that their ‘utmost goal is always customer satisfaction’. In my complaint I was not able to address the details of each phone call and contact I had with the company due to the limited number of characters allowed in the complaint. However, I had to initiate contact to set dates and to check on the status of the project for more than half of the phone conversations. During the time that it took to complete the project three of the people I had contact with left the company. I dealt with several different people and, every time I had to start over with someone new, I had to explain the situation from the start. I had to deal with cancelled appointments, waiting for hours for someone to come (only to have the incorrect parts), and unreturned phone calls. The company can apologize for the stress that this caused me, but after 12 weeks of unfinished flooring, $50 is insufficient.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry to hear that Mrs. [redacted] is upset or frustrated in any way.  Please know that we have been trying to reach this customer since well before this complaint was...

filed, as well as since this complaint was received by our office.  For whatever reason, Mr. or Mrs. [redacted] have not returned our calls.  As for the referral bonus she speaks of, this is something that is given to a customer whom refers a customer to us that places an order.  These are not monies that Mr. & Mrs. [redacted] would receive on their own order.  However, their order does state that they were referred by their "mother".  In this case, their "mother" would receive a referral bonus. The only problem is that we do not know exactly who their "mother" is.  Multiple messages have been left for this customer to clarify.  They can feel free to call us back at their convenience so that we can sort this out.  As for a promotional cruise, this was not something that this customer received.  They did take advantage of other discounts and we typically do not allow customers to combine promos.  That being said, we are happy to discuss this with our customer once they return our calls.  We look forward to working with them and to resolving any issues they may have.

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....

[redacted]'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.

As Mr. [redacted] has explained in his most recent message to us, we have been trying to contact him.  Mr. [redacted] has not made communicating with him very easy.  A simple conversation would accomplish a lot in our opinion.  We are unsure as to why Mr. [redacted] only returned one of our calls and not the remaining ones that he outlined, but we are sure that if we keep at it, we will be able to catch him at a good time here very soon.  We offered the $200 refund simply as an option.  If Mr. [redacted] does not want to accept it, that is perfectly fine with us.  As we stated previously, the issues at hand are very minor.  They are not effecting Mr. [redacted] use of his flooring in any way and assuming Mr. [redacted] cooperates with us, they can be repaired very easily and quickly.  We will continue to try to reach him to make these arrangements.  Thank you for your time and attention to this matter.

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 anything less than 100% satisfied with their experience with our company and/or with the products they purchased.  Please understand...

that the product Mrs. Wood purchased from us is clearly listed on her order form with us.  The questions she is asking regarding the product is not a question that she should even need to ask.  That said, we have relayed this information over to her though she for whatever reason, has refused to accept it.  Its difficult to answer a question when a customer refuses to accept the answer you give them.  The names of the products we sell are determined well before a customer ever purchases them.  In regards to the performance of the carpeting this customer purchased, please know this is the first we have heard of any concerns this customer had.  Mrs. Wood contacted us back in February asking for the name of the carpet and we have not heard from her since.  During that conversation, she again never mentioned any concerns she had with the actual product.  Upon receiving this complaint we have already reached out to Mrs. Wood to schedule a time to address her issues.  Regretfully, she did not answer the call, nor has she returned our call as of the writing of this response.  Please rest assured that we will work with out customer through any issues she has.  We look forward to hearing back from her and have no doubt that we will be able to resolve any issues she has.Thank you for your time and please feel free to contact us if you require any additional information regarding this matter.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  We are very sorry to hear that Mr. [redacted] is frustrated in any way and we always want our customers to have nothing but the most enjoyable experience possible.  This being said, we...

feel that Mr. [redacted] is confused regarding his order.  To begin, no one at Express Flooring ever told Mr. [redacted] he needed to pay us before we completed our work.  Our work at Mr. [redacted]'s home has been completed for well over 10 days.  Further, Mr. [redacted] paid for this order in full with his deposit.  Therefore he has been paid in full since before the installation even started.  As for any metal strips that he mentions in this complaint, there are no metal strips on his order.  We have attached a copy of Mr. [redacted]'s order.  On the left side of this order, just below the halfway point, you will see the section on the order form that covers transitions and metals and you will clearly see that none are listed.  None are listed, as none are needed.  Carpet to tile transitions typically do not receive a metal strip.  The carpet is simply tacked down neatly to the tile edge.  Further, Mr. [redacted] has called in to our office one time since his installation was completed.  We have returned that call on at least two occasions now.  We also reached out to him again upon receipt of this complaint.  As of the writing of this response, Mr. [redacted] has failed to return our calls.  Once we are able to communicate with him, we are sure we can work out a reasonable solution to any issues he may have.  We urge Mr. [redacted] to get back to us at his convenience and we look forward to resolving this matter for him.

Express Flooring is a reputable and professional company whose utmost goal is always customer satisfaction.  Please know that we are very sorry that Mr. & Mrs. [redacted] 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. & Mrs. [redacted] 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. & Mrs. [redacted] 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.

Good Morning,Thank you for your swift response to complaint. While reading Henry's reply I am amazed at how vastly inaccurate his interpretation is. Considering he was not involved in any part  of the sales cycle or installation I am curious how he has so much information from 3 party that he...

claims in accurate. Lets outline the facts; I the consumer purchased wood flooring from Express Flooring that was not installed not only to my specifications, but to industry standard. I have attached photos of the install that are soar spots proving the quality of workman ship, but hat is not my complaint. I simply did not get what I aid for. Henry finally admits that this all went wrong with the start of the salesmen. I made it quite clear what I wanted, which did not occur. The bottom line is I did not and never wanted quarter round along my baseboards. I agreed to having it around my fireplace where the flooring could not be undercut because it cement, that is what I singed off on. It is an industry standard to undercut flooring to git under the existing baseboard, clearly this did not occur. I did explain that I did not want my baseboards lifted being uneven with the rest of the house. All of this being identified, why was my direction ignored? Additionally, proving Henty is in fact untruthful he explained to me that to replace my flooring would cost them $2700. In his rebuttal, he claims it is $7,000, which is the truth? I assure this is not an isolated incident, and hundreds of others have been taken advantage of  by their smoke in the mirror tactics also displayed in Henry's cunning rebuttal.  https://www.google.com/webhp?sourceid=chrome-instant&ion=1&espv=2&...⇄        Again, I jsut want what I paid for, no crusies, no payout and no paynets off.

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 $1,500.00 for the labor she is requesting and we have offered to perform the work for her for only $734.00.  We respectfully feel that offering a customer over $750.00 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.