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Report: #470186

Complaint Review: Express Home Services LLC - Phoenix Arizona

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  • Reported By: Avondale Arizona
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  • Express Home Services LLC 4110 W Washington Ave Phoenix, Arizona U.S.A.

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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.

Faulty 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?

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

Avondale, Arizona

This report was posted on Ripoff Report on 07/15/2009 10:08 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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#5 Author of original report


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

POSTED: Saturday, August 08, 2009

I appreciate your correction on the BBB facts, but more than that, I appreciate your honesty

Thank you

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#4 Author of original report


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

POSTED: Saturday, August 08, 2009

I appreciate your correction on the BBB facts, but more than that, I appreciate your honesty

Thank you

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#3 Author of original report


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

POSTED: Saturday, August 08, 2009

I appreciate your correction on the BBB facts, but more than that, I appreciate your honesty

Thank you

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#2 UPDATE EX-employee responds

In Defense of Anonymous

AUTHOR: Dinkin Donuts - (U.S.A.)

POSTED: Saturday, August 01, 2009

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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#1 UPDATE Employee

READERS BEWARE! Whoever wrote this posting is providing false information!

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

POSTED: Friday, July 24, 2009

Please do not allow the shameless and dishonest comments in this posting to reflect poorly on Express Home Services, LLC or any of its hundreds of loyal and dedicated employees whom spend their days attempting to provide nothing but the highest level of customer service and customer satisfaction possible. The posting above is most likely a competitor, or mis-guided individual simply having fun on the internet writing fake blogs. Either way, this entire posting is completely absurd. I personally can attest to this, as ALL of the information is off base and inaccurate. I have been with Express Home Services, LLC since its inception, and I do realize that most anyone reading this does not have the same intimate knowledge of the company as I do. If every one did, than it would be extremely easy for them to see how silly and ridiculous these accusations truly are. Since those reading this are not as educated on the matter as I am, I will respond to a few of the points directly. To begin with, we have NEVER, nor will we EVER, sell a customer one product and deliver another. Unless, for whatever reason a selected product is unavailable and if that is the case the replacement would be of EQUAL or HIGHER quality only, and would be approved, in writing, by the customer before it is delivered. It is important to understand that we do not manufacturer any of the goods we sell. Therefore we are at the mercy of the manufacturers and distributors we purchase these goods from. As with all companies, from time to time shipments get delayed or sometimes goods get damaged in the shipping or warehousing process. While these incidents are few and far between, we do our best to work with our customers to resolve the problem so that our customers stay happy.

In regards to any workmanship issues, we do not, just as every other company in the world claim to be perfect. From time to time, we have to service a customer by performing a repair. This scenario is simply a part of doing business. It is inevitable that if you are in business long enough, you will eventually be exposed to some sort of complaint. The important thing to realize is that we take care of each and every complaint we have ever received. We do not run away from them or hope they go away. We address them immediately and do whatever is necessary to make things right. What more can be asked of us? As for the statements about an installer using cardboard as opposed to laminate underlayment, we are simply baffled. This is a blatant lie and nothing more. Nothing of this sort has ever been reported to our office or to any of our staff. However, if anything so ridiculous were to occur, we can assure anyone reading this that the individual responsible would no longer be employed by Express Home Services, LLC, and that the customer involved would have their matter handled with the utmost urgency and professionalism.

In regards to our sales practices, the statements in the posting about us are simply ridiculous. We have no clue what this individual is talking about when they refer to a fake phone call. We do require every design consultant to call in to check stock on any and every product a customer is interested in. They do use product codes and serial numbers to check availability and stock. The idea is to make sure we get the most updated, "real time" information possible to our customers at the point of sale to ensure we can keep any promises we make.

Finally, let me please address the issue of the better business bureau. It is true, we are not a member of the better business bureau, but the reasoning behind this is not as it appears. The BBB simply is not suited to handle a business of our size. We install thousands upon thousands of jobs each and every year in numerous markets throughout the country. To understand a company's complaint ratio, you must take into account not only the number of complaints, but more importantly, the volume of business they do. For instance, a company may have 25 complaints in the past year, while a company like ours may have 66. But if the company that had 25 complaints only installed 200 jobs in that same time period while we installed 20,000 jobs, than which company would you rather work with? The other company has a complaint ratio of 12.5%, while our ratio is less than .01% The BBB simply cannot grasp this concept in regards to our company. For over 10 years running we have carried and maintained a complaint ratio of under 0.1%. That's under one tenth of one percent!! Additionally, 100% of the complaints we have ever received (including any after our relationship with them had ended) have been resolved. That's right, even though we do not work with that organization any more, we still address and resolve each and every inquiry they have ever received. It is unrealistic to expect a company to be perfect. But we do what needs to be done to take care of any complaints we receive. We believe this and we live by that rule. Additionally, in regards to the BBB, we feel it is an interesting side note to mention that we have received numerous calls from the BBB requesting that we purchase a membership. All we need to do is pay. We simply refuse to do this as we have not been treated fairly, honorably, or objectively by them.

Once again, please do not let this ridiculous posting reflect poorly on Express Home Services or any of its amazing employees. Please understand that it is our utmost desire to address and resolve any complaint any customer (or employee) may ever have. We believe that the true barometer of how you should measure up a company in our industry comes with the simple concept of how long they are willing to back up their work for. We are the only company who offers a lifetime installation warranty on each and every installation we perform. That's right, a LIFETIME installation warranty. This idea in itself shows that we care about our customers and we do everything and anything we can to make them happy. Please, if you have any questions or concerns regarding this posting or our response, do not hesitate to call us at 1-800-EXPRESS.

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