Express Home Services - Henry Jaffe, Operations Manager, Sun Flooring Charged Mega Bucks for Cancelling Order within 24 hours! No Product was Received! Phoenix Arizona

Why is this company still in business and why hasn't a class action suit been instituted.  they are immoral, unethical, liars and cheats.  Henry represents their company but says the consumer is always at fault.  Not likely - I am going to the ROC and if there any justice in this world they will finally make a judgement against this company.

If anyone is interested in pursuing a class action suit please respond.

Thanks for the heads-up Sara. My husband and I were going to purchase a $10k floor, but after reading how Express Home Services (Henry) defended his company, I think that in itself is unprofessional. I mean, to argue with a customer, very poor quality of service. We will be taking our business somewhere else.

Thanks,

Barb

No matter how much express flooring defends themselves the truth is is that they are a terrible company. Their products are the most inferior I have ever come across. Their prices are unreasonable.

If they are such a great company why do their own employees turn on them?

I complained about their shoddy workmanship and extremely poor product. They sent the same installers out to check out my complaint. These installers told me the company would not give me any type of refund or replacement and told me to call them directly to do the job at a fraction of the cost Express charged me and with a high quality product.

I called Express and asked for a floor replacement, refund, even a 50% refund and I was told no, no, and no. Guess who I called.

It is truley amazing at the lengths in which some consumers will go and the things they are willing to say. Naturally, Express Flooring wishes that each and every job would would materialize without any delays or hitches along the way. But you must understand that we are dealing with thousands of dollars worth of custom ordered flooring. The reason why contracts are signed is, as the moment an order is placed, we invest thousands of dollars in preparing custom flooring purchases of this nature. We become legally bound to pay for those goods, as the manufacturer invests its money and resources in manufacturing and shipping those goods. Our contracts clearly state the delivery of any custom ordered purchase is contingent on unforseen circumstances and any installation dates on goods of this nature are purley estimates. This not something that Express Flooring made up, this is a standard stipulation in ANY AND ALL CONTRACTS REGARDING ANY CONSTRUCTION PROJECT OR HOME REMODELING ORDER. "Sara" is upset here because we stood by the terms and conditions of the agreement we made. We never would have considered accepting an order from this customer had these terms not been in place, as quite frankly, we have very little control over the manufacturers and the time frames in which they ship the goods we order on our customers behalf. Naturally this would have been a different situation if "Sara" would have choosen a product in which we carried in stock, which is typically what we encourage our customers to choose. Moving along, we also find it very convenient that "Sara" has failed to even mention any fo the free upgrades we gave to her for her inconvenience, even though Express Flooring had done absolutley nothing wrong. We upgraded their carpet padding selection to a premium 1/2" carpet cushion. This upgrade was worth hundreds of dollars on an order this size. We also extended $575.00 to this customer in discounts on top of the free upgrade! We essentially bent over backwards to make this customer happy due to circumstances that arose that we had abosolutley no control over. If those facts, along with our famous lifetime installation warranty do not show that we care about our customers, than we honestley do not know what else we can do. We are the largest flooring provider in the state on Arizona for a reason, and its because of the way we treat our customers. We literally do thousands upon thousands of jobs each and every year. Situations of this nature, well unfortunate, are an extreme rarity. Our compalint ration is literrly below a fraction of one tenth of one percent. But when matters of this nature do arise, we do anything and everything necessary to rectify the situation, even going above and beyond what can reasonably be expected of us, just as we did in this scenerio.

It is truley amazing at the lengths in which some consumers will go and the things they are willing to say. Naturally, Express Flooring wishes that each and every job would would materialize without any delays or hitches along the way. But you must understand that we are dealing with thousands of dollars worth of custom ordered flooring. The reason why contracts are signed is, as the moment an order is placed, we invest thousands of dollars in preparing custom flooring purchases of this nature. We become legally bound to pay for those goods, as the manufacturer invests its money and resources in manufacturing and shipping those goods. Our contracts clearly state the delivery of any custom ordered purchase is contingent on unforseen circumstances and any installation dates on goods of this nature are purley estimates. This not something that Express Flooring made up, this is a standard stipulation in ANY AND ALL CONTRACTS REGARDING ANY CONSTRUCTION PROJECT OR HOME REMODELING ORDER. "Sara" is upset here because we stood by the terms and conditions of the agreement we made. We never would have considered accepting an order from this customer had these terms not been in place, as quite frankly, we have very little control over the manufacturers and the time frames in which they ship the goods we order on our customers behalf. Naturally this would have been a different situation if "Sara" would have choosen a product in which we carried in stock, which is typically what we encourage our customers to choose. Moving along, we also find it very convenient that "Sara" has failed to even mention any fo the free upgrades we gave to her for her inconvenience, even though Express Flooring had done absolutley nothing wrong. We upgraded their carpet padding selection to a premium 1/2" carpet cushion. This upgrade was worth hundreds of dollars on an order this size. We also extended $575.00 to this customer in discounts on top of the free upgrade! We essentially bent over backwards to make this customer happy due to circumstances that arose that we had abosolutley no control over. If those facts, along with our famous lifetime installation warranty do not show that we care about our customers, than we honestley do not know what else we can do. We are the largest flooring provider in the state on Arizona for a reason, and its because of the way we treat our customers. We literally do thousands upon thousands of jobs each and every year. Situations of this nature, well unfortunate, are an extreme rarity. Our compalint ration is literrly below a fraction of one tenth of one percent. But when matters of this nature do arise, we do anything and everything necessary to rectify the situation, even going above and beyond what can reasonably be expected of us, just as we did in this scenerio.

It is truley amazing at the lengths in which some consumers will go and the things they are willing to say. Naturally, Express Flooring wishes that each and every job would would materialize without any delays or hitches along the way. But you must understand that we are dealing with thousands of dollars worth of custom ordered flooring. The reason why contracts are signed is, as the moment an order is placed, we invest thousands of dollars in preparing custom flooring purchases of this nature. We become legally bound to pay for those goods, as the manufacturer invests its money and resources in manufacturing and shipping those goods. Our contracts clearly state the delivery of any custom ordered purchase is contingent on unforseen circumstances and any installation dates on goods of this nature are purley estimates. This not something that Express Flooring made up, this is a standard stipulation in ANY AND ALL CONTRACTS REGARDING ANY CONSTRUCTION PROJECT OR HOME REMODELING ORDER. "Sara" is upset here because we stood by the terms and conditions of the agreement we made. We never would have considered accepting an order from this customer had these terms not been in place, as quite frankly, we have very little control over the manufacturers and the time frames in which they ship the goods we order on our customers behalf. Naturally this would have been a different situation if "Sara" would have choosen a product in which we carried in stock, which is typically what we encourage our customers to choose. Moving along, we also find it very convenient that "Sara" has failed to even mention any fo the free upgrades we gave to her for her inconvenience, even though Express Flooring had done absolutley nothing wrong. We upgraded their carpet padding selection to a premium 1/2" carpet cushion. This upgrade was worth hundreds of dollars on an order this size. We also extended $575.00 to this customer in discounts on top of the free upgrade! We essentially bent over backwards to make this customer happy due to circumstances that arose that we had abosolutley no control over. If those facts, along with our famous lifetime installation warranty do not show that we care about our customers, than we honestley do not know what else we can do. We are the largest flooring provider in the state on Arizona for a reason, and its because of the way we treat our customers. We literally do thousands upon thousands of jobs each and every year. Situations of this nature, well unfortunate, are an extreme rarity. Our compalint ration is literrly below a fraction of one tenth of one percent. But when matters of this nature do arise, we do anything and everything necessary to rectify the situation, even going above and beyond what can reasonably be expected of us, just as we did in this scenerio.

I am currently experiencing a problem with Express Home Services similiar to the original complaintant's in this case. We signed a contract for flooring on November 4th and installation was supposed to take place Nov 11th.

Nov 11th arrived but our carpeting did not, and my husband and myself were very displeased about that. My husband expressed a desire to cancel the sale at that time but the EHS rep who spoke with us assured us that he understood perfectly, but he promised they could have our carpet in and installed by Friday Nov 14th, or "Sat Nov 15th" at the latest. So we relented and agreed to wait until Sat Nov 15th at the latest. Otherwise my husband said he would just as soon cancel.

Note-- no mention was made to us that EHS would seek to change us a "25% restocking fee" if we cancelled.

Sat Nov 15th arrived and again- no carpet! Allegedly the carpet had been received from the manufacturer but it was damaged upon arrival.

We were very displeased by this time and in order to keep our business the person we spoke with from EHS offered to come back to the house Monday to see if we could pick a different carpet from one they already had in stock instead of the one we agreed to purchase. We tentatively agreed to that, but after talking together throughout that evening and into the next morning my husband & I both felt so uneasy with the lack of reliability of this company by this point that we decided we would prefer to cancel the deal & start from scratch after the holidays were over.

Accordingly we called the company the very next morning with the intent to cancel but were met by a wall of resistance to us cancelling including the threat of being charged a 25% "restocking fee" for carpet that a) hadn't been cut, b) hadn't been delivered, and c) wasn't even on order at the time according to the status.

I had to speak with Eric in customer service, then another call with Terrance, our "project manager", who then had my salesman call me, and then to one Rick Duran who represented himself as the "National Sales Manager" for EHS.

At each level we were threatened with being charged over $500 if we cancelled the deal - even though we have received no product, none should be on order at the time of the phone conversations, and none had been "cut" therefore EHS had suffered no loss.

Rick Duran then promised that he would be able to have our carpet installed "no later than Dec 5th" and he would send me an e-mail guaranteeing that as well as an ungraded 8# padding at no added cost and would guarantee that if the carpet was not installed by Dec 5th we could cancel and they would NOT charge us any "restocking fee" at all. He promised he would have this e-mailed to me by Monday, Nov 17th.

Here it is Tues Nov 18th and no e-mail to that effect still. I have called Rick Duran's number and left a message. No return call still. Now I've called and left a messge for Brandon, one of the partners in the LLC that owns this company to have him call me.

Frankly, it would be better for us all if they simply allowed me to cancel this contract without asking for a "restocking fee' because otherwise I am going to consult an attorney to see if I can cancel it without being charged-- or if they do charge us will air this entire matter publicly in court -- or if I end up being forced to take carpet from them despite the fact that I don't want to deal with them then I will be their worst nightmare-- looking for any fault in product quality, installation, and God help them if they so much as mar a piece of my furniture even a little .....

Just save yourself problems & avoid this company.

Response from Express Flooring


This is the most ridiculous, irrational, inaccurate, and unfounded statement that we have ever been exposed to in our 35 years of floor covering history. Express Home Services is a reputable and professional company with thousands and thousands of happy customers. In actuality, we are probably the fastest growing floor covering company in the entire state of Arizona (We must be doing something right). Quite obviously we must be giving all of our customers' great values, quality installations, and five star service. Our company policy is to take care of all legitimate complaints. However, it is foolish for even us to believe that you can satisfy every customer all the time. Thus, sometimes we are exposed to customers that are emphatically wrong, unreasonable, absurd, and exaggerate the facts. This is certainly the case regarding the individual, only known as KWC that wrote the preceding complaint. Unbelievably, this customer cancelled more than three weeks after her contract was signed (and the order was already filled), yet she still expected Express Home Services to refund all of her money, even though we suffered great losses by processing her special order. Any reasonable person would have to agree that this type of thinking is unethically ludicrous. The financial losses that our company suffered from trying to satisfy HER very specific requests, far exceeded the 25% liquidated damages fee that were rightfully withheld and she subsequently used as a store credit.
We are in the business of processing floor covering orders to meet and exceed our customers' specific requests. To validate that any customer wants an exact style, color, and quantity of a particular product, Express Home Services has all customers sign a contract to make sure that BOTH company and consumer are in agreement. Within this contract is a clause that clearly states that if a customer cancels beyond a three day time period(ample time to review if you made the right decision), Express may recover 25% to offset the expenses incurred by the customer not going forward with the installation. This is a standard nationwide policy that is utilized by all floor covering companies. KWC grossly exceeded her allotted 3 business days for cancellation, thus forfeiting the opportunity to receive a full refund of all monies. For this reason, we regretfully were forced to try and recover a small portion of the money we lost. It is not only reasonable, but lawful to hold the consumer responsible for the contract they signed.
As it pertains to this individual situation, we did not keep any of the customer's money, but rather offered her store credit. She gladly accepted and had us install the flooring in her home. After the installation was complete, KWC signed a work order stating she was 100% SATISFIED! These actions alone are proof that Express Home Services did not keep any of the customer's money, although legally entitled too. In addition, it is noteworthy to mention that GE Credit (General Electric Financing), one of the world's largest and most professional financial institutions, agreed that we were entitled to 25% after KWC petitioned for a 100% refund and abolishment of the credit line she opened to purchase the original flooring. I am sure everyone can appreciate and understand that companies need to hold a customer accountable, and it isn't unreasonable to ask them to live up to the terms of the contract they signed for their custom order goods.
In conclusion, Express Flooring strives hard to meet every customer's expectation. This is where our LIFETIME INSTALLATION WARRANTY was created. We are the only floor covering company that offers a lifetime installation warranty: and that is the true barometer of how to measure the quality of a good company from a bad one, in how long they are willing to stand behind their work. Express Home Services stands behind its' work for life.