- Report: #995209
Report - Rebuttal - Arbitrate
Complaint Review: Express Flooring
Express Flooring4110 W. Washington Street, Suite 100 Phoenix, Arizona United States of America
Express Flooring Quality of Product is not backed by company, nor is customer service up to par Phoenix, Arizona
I was advised that due to the holidays, the process for replacement would take 2-3 weeks. Not a big deal, I understand that holidays mean more vacation time, fewer resources, and fewer working days. Now, 7 weeks in and we still have yet to hear much of anything. I called to speak with my warranty advisor the second week of December. The carpet had been stretched, removing the buckling at that point, but we still had not heard from the manufacturers inspection rep to even schedule a visit to our home to evaluate the state of the carpet. I played phone tag, never actually speaking to Michael, who left me a voice mail that truly irritated me more than anything. The last thing I want is to feel like I am being handled, so I let it go for a few days to make sure it wasnt just bad timing. I listened to it again a few days later and it still enraged me; so much for hoping it was just a bad day and timing when I heard it the first time.
Luckily for Michael, and Express Flooring, the following day I received a call from the manufacturers inspector and promptly scheduled his visit to my home for the following morning. On 12/14/12,
Rick from Certified Flooring Inspectors visited our property, taking down information and pictures to send back to the manufacturer. He did let me know that with the holiday, it would likely be after the first of the year before the carpet would be replaced (inferring that he agreed this was a manufacturers issue and Express would be authorized to replace the carpet).
I figured through Christmas and New Years I wouldnt hear much. We finally received a letter in the mail today denying our claim. There is nothing "normal" about the wear of the carpet, and information contained within the denial report is inaccurate as well. Ironically enough, we are confident we will be purchasing more flooring this year and I dont plan on using Express Flooring again, given the lack of communication and customer service I am experiencing.
This report was posted on Ripoff Report on 01/11/2013 12:31 PM and is a permanent record located here: http://www.ripoffreport.com/r/Express-Flooring/Phoenix-Arizona-85009/Express-Flooring-Quality-of-Product-is-not-backed-by-company-nor-is-customer-service-up-995209. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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