Report: #269492

Complaint Review: Express Flooring - Express Home Services

  • Submitted: Wed, August 22, 2007
  • Updated: Mon, January 16, 2012
  • Reported By: Phoenix Arizona
  • Express Flooring - Express Home Services
    8028 N 27th Ave
    Phoenix, Arizona

Show customers why they should trust your business over your competitors...

I had an awful time with Express Flooring, aka Express Home Services and so have alot of other people. I think they should be investigated and the public be made aware of them.

At the time I got involved with them their TV ad said they were proud member of the BBB. Their membership has since been suspended and the complaints against them are growing almost daily. There are also many complaints filed with the Registrar of Contractors.

Express Home Services hires sub contractors. My next day job, which was a small bathroom (less than 30 tiles) took me over three months of fighting with EHS to get it done right. I filed two complaints with the BBB and got no satifying results. I then filed a complaint with the ROC and EHS came running and finally got the job done. Henry Jaffe continued to play game with me after I posted warnings on craigslist. For some reason he sent me email stating he was a dissatified customer and wasn't even smart enough to use a false name. I have copies of all his emails. He is a total unprofessional jerk.

Tucson newspaper reported :

BBB ousts flooring firm with Tucson ties
May 29, 2007 1085 words ID: MERLIN_5165489
Thanks to its catchy and omnipresent TV jingle, your child might know Express Flooring's phone number better than your own. But the Phoenix-based parent company of Express Flooring - the happy home people has generated such a disturbing pattern of complaints that the Phoenix-area Better Business Bureau suspended its membership and has denied its reinstatement.

Below are a few blogs posted about them:


I would like to see them stopped.

Phoenix, Arizona

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This report was posted on Ripoff Report on 08/22/2007 02:23 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment

NOTING free about Express Flooring Cruise Offer!

AUTHOR: proudmembr - (United States of America)

There is NOTHING free about their Cruise Offer.  You must pay $50 [refundable] registration fee + $299/pp dbl occ for an inside stateroom, and all transportation  to port cities and transfers are also your obligation.  Folks, the cruise line will sell you an inside stateroom for $299 any day of the year!  What part of this offer is FREE exactly???  Is this type of marketing legal in AZ?
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#2 UPDATE EX-employee responds

I worked for Express for 2 yrs.

AUTHOR: Joey Zago - (United States of America)

Hi, my name is Joe.  I worked for Express Flooring for about two years.  I left Express and Arizona all together about 8 months ago and now own my own flooring company in my home state of Michigan.  I was floating around the web doing some research and i stumbled across this thread and wanted to add my two cents.
I loved working for Express!  I also fully believe that Express was one of the best companies I have ever worked for.  The owner Jerry Lederer as well as all the staff were all very good, honest, genuine hearted people.  When I read some of these things, I find it so hard to believe because in the two years that I worked for Express, if any of my customers ever had even the slightest problem with a job that I sold, It was taken care of almost immediately.  Not every job will go perfectly, its the home improvement and construction business and things go wrong and unexpected roadblocks always tend to pop up, but I can safely say that I never had one single customer out of over 1000 households who ever reported to me that they felt neglected in any way by Express. 
From the begining to way after the job was completed, Express' customer service team follows up with each customer at every stage of the process and then well after to make sure the client is more than satisfied. 
Now I also know that during the stage of transition a few years back and a little before I started working there, they did have a streak of minor problems or should i say growing pains, but once they got all the loose screws taken care of, they took care of every single customer and proactively worked in ways that would prevent other potential problems with future clients.
As I stated earlier, I left Express several months ago to come back to my home town where my family resides and then start my own comapny.  I worked for Empire for over 6 years and Express for 2 years.  I learned a lot from both companies.  I saw what I considered to be the good and the not so good parts of each company, and in my opinion, I think that the formula that Express now uses to manage their business is the one that is in the best interest not just for the company, but for the consumer as well.  I think it is excellent for a comapny to be able to hire the better installers out there rather than just using the cheap guys who will work for very little but provide a lesser quality service. Is Express the cheapest, absolutely not, but good things are not usually cheap, and cheap things are usually not that good.  In my own comapny, I practice many of the same techniques and philosophies that Express does.  I dont look for the workers who will work for the cheapest amount, I use only the very best craftsment in the area just like Express does.  I offer my customers the convienience of being able to shop at home, just like Express does.  I offer next day installations so the customer doesnt have to wait for several weeks and live in a half way upside down home while they wait for the box stored to special order their new carpet or flooring. Better than anything else though, by using only the very best installers around the probability of a job not turning out right is much less likely than when you use the cheaper workers.  Because its only a very small percentage of jobs that have flaws, I also offer all of my customers a lifetime installation warranty just like they do at Express.  Both companies fully believe that the customers satisfaction is the ultimate key to success, and I learned that by working for Express for those two years, and that is why i take those practices with me in my own venture.  Visit our website and see for yourself how my company try's to follow the great examples set by such an excellent, high end quality, company of good morals and high integrety. is my company site and I would always highly recomend Express to anybody in any of there home markets.  Express is a good company with good practices and is owned and run by good people.
Even though I no longer work there.  Ive seen most of the companies out there, and Express, in my opinion is the very best around.
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#3 Consumer Comment

Express's own employees are turning on them!

AUTHOR: Alwayswatching - (U.S.A.)

The end is near for these people. There is turmoil within there own walls. They spend there days pissing on the working man but it looks like what is setting the proverbial ball in motion is how they treat there own employees.

A thief, a crook. An untrustworthy person, particularly one who steals outright or over-charges for merchandise.

(Hebrew & Yiddish: ganev, meaning thief)

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#4 Author of original report

Oh Henry!!! Again you lie.

AUTHOR: Dolores - (U.S.A.)

A few days - really! I signed the contract on 6/2/06, and the charges were put on my credit card the same day. The work was not completed until 8/17/06. I documented all my attempts to get someone from Express to return one of my many calls concerning the problems. About a month after not getting and satisfaction I tried to get my credit card company to reverse the charges, but that didn't even work because Express sent them a copy of the "Work Order" the installor had given me to sign to show Express he was at my home. That "Work Order" also had a statement on it that said "We are completely satisfied with flooring installation". The installor said I was not to go into the bathroom until the next day in order to let the grout dry. Well the next morning when I was able to go in and look at it the baseboard was not completed. That's when I stated calling them. A few days later they did send the same guy back, but he was empty handed. The third guy they sent out had a larger size tile and used that without even cutting it to size. The sealant for the grouting was another nightmare. At any rate my small tile job, about 30 tiles, costs me $629.82 and two and a half months of trying to deal with a business that could care less about satisfying their customers.

I keep posting my story to help other people who may be having problems with Express. The only complaints they will respond to are the ones filed with the Registrar of Contractors.

As for not have anything better to do with my time, well I think it's important to tell other people what it took me almost three months to find out. Express doesn't give a darn about the complaints filed with Better Business, who revoked their membership, their rated "F". If you want to get their attention file your complaints with the Registrar of Contractors.
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#5 UPDATE Employee

Response From Express Flooring

AUTHOR: Henry - (U.S.A.)

It is truley amazing at the things people will say or put on the internet. A "damage control" department? Where people come up with these things is truley a mystery. We here at Express Home Services, LLC have been providing nothing but the highest level of customer service for over decade in the state of Arizona. For every single customer whom posts absurd blogs of this nature on the internet we can provide thousands upon thousands of happy clients that we have created. We have been selected to work for companies such as Pepsi, Walmart, Ariona State University, University of Arizona, Chase Field, Luke Air Force Base, and the list goes on. Do you think large, major organizations of this nature would trust a company such as the one depicted in this posting?

The true barometer of how a company should be judged is in how long they will back their work for. We offer a lifetime installation warranty with every purchase. You will never be able to find a customer of ours whom can say they had a complaint that was not taken care of. Literarally thousands upon thousands of people have trusted Express Home Services, LLC with their most precious and valuble asset; their home. And we have carried a 99% customer satisfaction rating for the past many years. This was obtained through hard work, attention to detail, and a world class installation and customer service department. Please do not let the juvenile and ridiculous remarks in this posting reflect poorly on the hundreds of individuals at Express Home Services, LLC whom spend their days doing nothing but attempting to provide the highest level of customer service possible to hundreds of new customers each and every day. We encourage anyone reading this posting to contact us directly at 1-800-EXPRESS as it would be our please to address any questions, issues, or concerns with you.
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#6 UPDATE Employee

Response From Express Home Services, LLC

AUTHOR: Henry - (U.S.A.)

Please be aware that this individual has been posting things of this nature on the internet for over three years about us. It is completley ridiculous and juvenile. The installation at this customers home took a matter of days. She contacted us about a minor service/repair that was needed, and that was taken care of in a timley and professional manner. Due to the service, she requested a refund on her purchase, which we did not agree to do, as all of the goods and labor she purchased were delivered to her in a professional and workmanlike manner. We have a simply policy, and that is if there is a problem we fix it. We do not pay off customers or buy their happiness,a s we feel that practice is unethical and contrary to proper business practices. When considering a company to use whether it be for flooring or any other service, the best barometer to judge a company is how long they will back their work for. We offer a LIFETIME INSTALLATION WARRANTY with all purchases. That's right, a LIFETIME WARRANTY! By her own admission, all of her concerns were addressed and taken care of. That's begs the question, why would someone, over a period of three years continue to post messages of this nature? Quite obviously this person has nothing better to do with their time. We have grown into the largest and fastest growing flooring retailer in the state of Arizona. This did not happen because of events such as the one depicted in this posting. It was done creating thousands upon thousands of happy customers for every one customer like the person whom wrote this blog.

The most digusting thing about this is the simple fact that this individual, whom claims to be so good and just, continues to use the names of employees within the company. Not owners or managing members. Not investors, or even memebers of upper management. Not a CEO or a president. But an employee, whom works countless hours every week attempting to provide the highest level of customer service possible to hundreds of new customers every day. Take a second and evaluate the situation. Its one thing to be frustrated or upset with a company, but to single out an employee within the company and post their name on the internet numerous times over a three year peroid shows that this person is unethical, immoral, and compleltey shameless. Is this the type of person you want to take advice from, or the type of person you would give a shred of validity or credibility to? I think any reasonable person reading this can see through these absurd and irrational remarks.

As a company, we set out to 100% satisfy each and every customer we service. It is regretfully inevitable that if you are in business long enough, you will eventually be exposed to a complaint of some nature. This is simply reality and a part of life. We are proud to boost over a 99% customer satisfaction rating, and have carried that over the last many years. There is no one in our industry that can offer a better product, for a better price, with the level of customer service that we can. We encourage anyone reading this to contact us directly. It would be our pleasure to speak to anyone about our business and the services we offer, or even about this matter or any other past events that have taken place. We can be reached during normal business hours at 1-800-EXPRESS. We look forward to hearing from you.
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#7 Consumer Comment

Damage Control

AUTHOR: Suzi - (U.S.A.)

Express flooring must have a dedicated damage control person/s, maybe an entire department. Honestly, with so many complaints against them they would have to in order to keep their heads above the water.

This complaintant is not on a lonely campaign against Express Flooring. There are a lot of consumers that have been mislead by their companies practices, promises, quality of products and customer service.

Hopefully, we will all continue to let our voices be heard so that other consumers do not have to suffer the same fate we have.
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#8 REBUTTAL Individual responds

"Henry" does not tell the truth!!!

AUTHOR: Dolores - (U.S.A.)

It has been over two years since I started trying to stop other people from going through what I what through with this company and I will continue to do so. I do have proof and will gladly show it to anyone who wants to see it - including pictures. Several people have contacted me in the past for this information and I have provided it. I can't stress strongly enough if you're having problems with them file a complaint with the Registrar of Contractors. Those complaints are the only ones Express will do anything about.

"Henry" Jaffe does know how to contact me and has in the past. He sent emails saying he was and unhappy custom. I have included those emails below:

----- Original Message ----- From: "Henry Jaffe"
To: (((Redacted)))
Sent: Monday, April 30, 2007 6:55 PM
Subject: Express Home Services

Hi there,

I also used express to have floors put in my home, and I have been
waiting almost 4 months to get the trim work finished and to have the
carpet finished at the doorways. Did you have more luck with the BBB or
the ROC? I just don't want to waste my time if writing won't make them
do anything.

From: "Dodie"
To: "Henry Jaffe"
Subject: Re: Express Home Services
Date: Mon, 30 Apr 2007 19:24:28 -0700


The ROC is the way to go. Things happened pretty fast for me after I filed the complaint with the Registrar

of Contractors. I hope it works as well for you. Let me know.


P.S. Is the following info on the BBB sight just a coincidence:
Company Management

Additional company management personnel include:

Mr. Jerry Lederer - President
Mr. Henry Jaffe
Mr. Richard Duran - National Sales Manager


From: "Henry Jaffe"
Sent: Tuesday, May 01, 2007 8:35 PM
Subject: Re: Express Home Services

Total coincidence.......... How weird is that!

Thanks for the info and for taking the time. I'm going to file a
complaint tomorrow.


Express Flooring
by expressflooring
September 09, 2007
We at Express Flooring wish to point out that sailor50, partyo54, and azuresky1111 are not customers of Express Flooring. They all cancelled their contracts before we could ever perform any of our magnificient services for them. Why they've all chosen to disparage our good name is beyond our rational minds to comprehend. We at Express Flooring of course sympathize with mental illness and urge each of them to seek professional assistance for their disorders.

The user 'dodiepal' is a special case of irrationalism. She was a customer of ours at one point and has decided to launch a personal and lonely crusade against Express Flooring for reasons that also mystify us.

Please see our previous advice concerning professional assistance.

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#9 UPDATE Employee

Respone to posting

AUTHOR: Henry - (U.S.A.)

If its not our old friend Delores...

This individual has been posting ridiculous things about our company on the internet for probably close to 2 years now. She has yet in any of her accounts, including this one, to supply even a shred of proof as to any of her experiences with us. On numerous occasions we have attempted to contact her to find out even who she is!!! She has failed to even come forth with her name so we could verify or address her issues. She has absolutely nothing better to do with her time than to sit on the internet and write mean spirited things about us. Its very easy for her to ignore the thousands upon thousands of customers we have helped in the past years. She has not even taken a second to look into the volume of business we do or to even inquire about complaint ratio. If she would, she would find that 99.9% of all of our customers are extremely satisfied with our services. Naturally,we would like number to be at 100%, but in all fairness, that is not exactly a realistic expectation in the real world. We here at Express Flooring are extremely proud of the services we provide. It is referral business and word of mouth that has caused our company to grow into one of, if not the largest, flooring provider in Arizona. We are still, to the best of our knowledge, the only company whom offers a lifetime installation warranty on all residential installations we perform. And the simple fact of the matter is that the only way to truly judge a company is by how long they back their work for.

This website has no filters or means of control. Anyone can simply go on here and write anything they desire about any company. Whom is to say that the person whom posted this add is not a competitor or a disgruntled employee? How can anyone really be sure that the person whom wrote this posting was even a customer of ours? Please read between the lines here and be smart enough to realize what a sham this website and the things posted on it really are. All it takes is an email address and anyone can say anything they please, WITHOUT BEING HELD LIABLE, for their words. For goodness sake, you don't even have to put your name on here! Please do not allow this ridiculous posting to reflect negatively on the hundreds of employees whom spend each and every day supplying the highest level of customer service possible to each and every one of our customers. To anyone reading this whom is considering using our services in the future, we pages upon pages of references whom will tell you a very different story than what you are reading here.

Thank you,

Express Home Services, LLC
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