Report: #476826


  • Submitted: Wed, August 05, 2009
  • Updated: Tue, September 22, 2009
  • Reported By: Denver Colorado
    4110 W Washington Ave
    Phoenix, Arizona

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

After posting my original ad, upper management at Express Home Services went ballistic threatening to fire everyone and make us all take polygraph tests. In addition to this, I received messages from staff pretending to be customers, and even got a half -a**ed response from Mr. Henry GONIF Jaffe himself! This lets me know I struck a nerve-after all, a lie is harmless, but when you tell the truth people like this get bothered!

for all who missed it,im reposting my complaint below

CONSUMERS BEWARE!!!!!! As an employee of Express Home Services L.L.C., I wish to remain anonymous. I have seen first hand the faulty business practices consumers are forced to endure after signing a legally binding contract. They include, but are not limited to...

Product Bait and Switch

This is the most disturbing, and a very common practice used to keep you from cancelling your contract within 72 hours. This happens as a result of promising next day installation of a product that in most cases isnt in their warehouse,and in some cases has not even been ordered by the installation date. "Design Consultants" show up to your house with a high end sample, and lock you into an agreement.When the installers show up,they will unload inferior laminate product made overseas instead of the high end Shaw or Mohawk product you are expecting-the same goes for top of the line plush carpet being switched out for bottom barrel product in the same color-DO NOT BE FOOLED!Ask to see the box your product originally came out of, not the repackaged box bearing the EHS name.You can request the sample be brought out on the day of installation.You can also request the bill of lading bearing the product name and call the manufacturer the installer picked the product up from.You have the right to question ANYONE coming into your home!

Faulty Installation

EHS has been BOOTED from the Better Business Bureau, and receive countless complaints with the Registrar of Contractors on a REGULAR BASIS.Customer complaints include tile that has been laid crooked and unevenly staggered,contrary to the manufacturer's specified requirements. Laminate installations where, instead of manufacturer's 2 in1 underlayment, the installer used a cut up piece of cardboard-this caused the floor to squeak so bad it had to be tore up and replaced(mind you, the installer still worked for EHS after this incident).When the customer complained,EHS told them the monsoon moisture was the cause of the squeaky floor,this is FALSE! Any installer knows laminate needs to acclimate in the environment it will be installed in for at least 48 hrs prior-this is a guideline EHS blatantly ignores as they are a next day installation company. In cases like this, EHS will actually try to "buy the customer out" to keep them from filing an ROC complaint. In addition to this, EHS installers are subcontractors, not Express employees! Another common practice is telling customers their product has been damaged to buy some time until they actually receive it in the warehouse-DO NOT FALL FOR THIS! You can request to see the damaged product to ensure you are not being lied to.

Immoral Sales techniques

In an effort to lock a customer into a sale, often times a "Design Consultant" will place a mock call to the office in front of you to give you the impression they are "checking stock"-do not fall for this! In most cases they are using codes, and talking to an answering machine! This is the most deceptive practice, as they make you believe stock is limited when it is not!Furthermore, there have been cases where customers have requested a detailed billing after realizing they paid way too much. EHS will NEVER provide this! Ask yourself.....If they are legitimate, why is this a secret???? Dont you not have the right to know what it is that you paid for,line for line?

On November 15, 2007 this company's accreditation/membership in the BBB was revoked due to a failure to eliminate the underlying cause of complaints and a failure to support the principles and purposes of the BBB by engaging in activity that reflects unfavorably on the Bureau and its members. The Bureau processed a total of 220 complaints about this company in the last 36 months.The Registrar of Contractors has also received many complaints against this company. There have also been several Civil suits filed against them

My intent in filing this complaint was not to point fingers or name names, but rather get this off my conscience!I am not typing this out of anger or malice. Legally, I have every right to post this as I have never been asked to sign a confidentiality agreement by my superiors,and the information is not falsified in ANY WAY. I hope anyone considering a flooring purchase with this company will read this first ! Thank you, Anonymous Express Home Services Employee Anonymous Avondale, Arizona

Guess who!
Denver, Colorado
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This report was posted on Ripoff Report on 08/05/2009 05:40 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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Updates & Rebuttals




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

Thanks to all of the employees/ex-employees, customers, and potential customers for keeping the public informed of the blatant mis deeds of Express Flooring. I will continue to voice my concerns about this company in the hopes that they will right their wrongs (unlikely) or go out of business. I monitor their television advertisements and they continue the same song, although not as often.

Thank you for suggesting the ROC. Letters are going to every applicable agency in the state!

The layers are peeling flooring will be completely exposed.

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repost rebuttal

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

As a former employee of this company, I can attest that the essence of everything in the above posting is true.

The product bait and switch noted above, in my opinion, was not the result of malice on the part of Express Home Services, but normally that of the incompetence so common to today's business world. The scenario described absolutely did happen on any number of occasions.

Express Home Services' membership in the Better Business Bureau has been revoked, and their BBB rating is an "F" ("booted" is a rather unceremonious term, yet accurate). The spin that Henry and the rest of management at Express Home Services puts on this particular tidbit of juicy scandal is the envy of every armchair politician in North America. It's also ridiculously false. According to the Better Business Bureau: "On November 15, 2007 this company's accreditation/membership in the BBB was revoked due to a failure to eliminate the underlying cause of complaints and a failure to support the principles and purposes of the BBB by engaging in activity that reflects unfavorably on the Bureau and its members." So, it's not the number of complaints Express Home Services has received, nor is it the ratio of complaints to praise nor the size of the company. The problem is that Express Home Services' business model is fundamentally flawed in the eyes of the Better Business Bureau.

I am not intimately familiar with installation techniques of either laminate flooring or tile, however from my days as a manual laborer (prior to my employment with Express Home Services), I can state that such incidents are unfortunately common. Especially in older buildings. While not a professional solution, it's probably unwise to lay the blame of this at the feet of management.

The faulty sales techniques are a bit mislabeled. While we were actually trained to provide coded data and imaginary warehouse locations to the salesmen (to indicate whether we actually had the product or not), I wouldn't characterize this as faulty. It was a very successful tactic, ableit immoral.

I should also point out that Express Home Services will attend various home shows under fictitious business names. "Regal Flooring" being the most common fictitious business name (though I've been informed recently they've actually registered this company's name with the ROC, I haven't bothered to confirm).

It's also distressing to learn that in light of the above posting, Express Home Services required their employees to take a polygraph test to determine who posted the truth to This, as I understand it, is in direct violation of the Employee Polygraph Protection Act of 1988. Polygraph tests are also notoriously unreliable, to the point where many consider them pseudoscience. Hopefully, management never actually went through with such nonsense.

Now, I recognize that Henry and the gang at Express Home Services will have little difficulty in identifying me and that their slander of my good name will continue unabated. At the very least, it will be interesting to observe their apoplectic reactions to a calm and measured statement of the facts.
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In reference to gonif

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

The original poster commented that he appologizes for using the word gonif as he believes it is a racial slur. This word is not a racial slur nor does it imply any ill will or intolerance to any race or religion. The word is hebrew. It has a definition. It is in many peoples opinions an accurate description of this company and most of its upper level employees. Anyone who is interested should look it up online.

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Update to Original Report

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

As a result of numerous voice-mails threatening legal action, text messages from angry employees,and a letter from the owner of the company threatening very serious and long-term repercussions(not only to myself, but my family as well), I am forced to update my original report.

I was asked to remove my posting from rip off report by one of the owners of the company(although this cant be done), or at least recant my statement to seem as if I was a bitter ex-employee telling lies out of revenge. After speaking cordially with him and thinking this through for the last week, I have decided not to recant my statement. My reasons for posting are irrelevant, however my statements are true. I am only one of many current and ex-employees who would attest to the facts stated.

In closing, I would like to state that I feel somewhat regretful if my using the term Gonif offended anyone, or was misconstrued to have derogatory racial implications. In truth,that was just a word I picked up from another posting on this same site(do your research), no harm intended whatsoever as I know first hand how racist remarks affect an individual. If any employee, owner, or affiliate of Express Home Services is reading this, please refrain from continually threatening me and my family whether it be in person, via phone, or mail as this is viewed as harassment and will not be tolerated!

This is my last official posting

Thank you

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

I'd like to thank the OP of this post for making this post. My husband and I have wanted to get new flooring in our home ever since we moved in. We finally are in place where we can do that. We have seen all of the commercials for Express Flooring on TV and thought 'how great, they come out to our home and sound like they back up their products.' I guess we were wrong. I just checked out the BBB's website and the OP is correct, there are many, many complaints against Express Flooring (162) and they have a grade of F and are no longer members. I don't want to deal with a company like that. I'd just like to say thank you to the person who made this post. I believe you just saved my husband and I a lot of money and aggrivation.

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From Express Management

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

To begain, let us first apologize that anyone reading the above posting has been exposed to this nonsense and group of lies.  The person whom posted this message is an ex-employee of our company.  We will refrain from posting his name on here, as we at least have the decency to keep identities anonomous, unlike this individual whom malicously and unethically posted the name of a long standing employee of the company on here.  We feel, just as we are sure most people feel, that this sort of attack is petty and simply unnecessary.  It just so happens this person is the very employee whom terminated this individual's employment with the company.  We are sure that most anyone reading this has a fairly high level of intellegence and can see through these lies for what they are: a grudge and nothing more.  In business, sometimes individuals whom are incompetant and or unable to perform the necessary tasks need to be let go for the betterment of the company and to ensure the high level of customer service Express Home Services holds its employees to.  This is a part of life and a part of business, and with regret when some people are put into this situation whom have a low moral and ethical make up, they do things of this nature.  The statements this ex-employee has posted are 100% false.  Every word it!  Including the statement saying that they recieved a letter from Mr. Henry Jaffe.  This simply did not happen, just as the lies outlined in the posting NEVER happened.  Please put the matter into perspective here.  Express Home Services, LLC is the only flooring covering operation in Arizona & Colorado that offers a lifetime installation warranty.  We have grown into the the fastest growing, if not the largest, residential and commerical flooring provider in all of our markets.  We service thousands upon thousands of customers each and every year.  In the over 30,000 customers we have worked for this year alone, we have next to no complaints.  Literally, we are talking about less than .01%!  It is an unfortunate fact of life that if you are in business long enough you bound to have a complaint from time to time.  But, if we acted in the manner in which this person claims, there is simply no way we could have grown into the company we are today.  Please do not allow this report to reflect badly on the well over 100 employees of Express Home Services, LLC whom work tirelessly to provide the highest level of customer service possible.  We invite anyone reading this to please call our office to discuss any aspect of Express Home Services or our day to day operatioins.  We have numerous experienced managers here every day that can answer any questions or concerns you may have in regards to this posting or any other manner regarding our business.  We can be reached daily at 1-800-EXPRESS.  Thank you for taking the time to read these remarks and we look foward to hearing from you soon. 
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