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Express Flooring Complaint - Horrible experience with a 'SERVE US' organization - tile
Express Flooring Complaint

Express Flooring Complaint


Horrible experience with a 'SERVE US' organization - tile

We had dealt with Express Flooring on a smaller job about a year and a half ago, and aside from having to project manage the project ourselves, it went OK.

This time, we wanted to expand on the project we undertook earlier, and contacted Express Flooring to see if we could match the color and size of the tile we purchased earlier. The salesman, Don, came to our home with samples. We were happy with a close color match, given the time lapse between. He insisted on 100% upfront payment, which we paid, even though it is not our normal process. He also assured us that the tile would match perfectly (which he later denied).

On the scheduled day, the crew (2) showed up and quickly removed the carpet and linoleum in the target areas. So far, so good. We left and checked into a hotel, as all main traffic areas were going to be tiled, and we would not be able to walk on it for a couple of days.

Early in the afternoon, we got a call that stated that the new tile was a different size from the old, by about 3/8". This would mean that none of the grout lines would line up. They STRONGLY suggested we add a border and continue. We though about it and decided that would not look right either in this situation.

At that time, we started to go round and round with the dunce in "SERVE US", Frank. Frank was very, very good ad being obtuse, never offering any alternative than the boarder 'solution'. We were never able to speak to anyone in management, and it took 2 days of back and forth to talk to the sales guy again.

We offered a solution where we would continue the project on the 'back' end of the house, if we could return, for credit, the tile we could not use. After a lengthy discussion with management, They agreed to take back the portion we could not use, and credit our account.

The work was completed two days later, at additional expense to us, and three long days of (actual) yelling at Frank. This was by no means., easy or simple or anything other than an installation nightmare.

The work, by the way, was done very well. EF subcontracts all of their labor, and we got lucky on this one.

Never, never again.

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