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  • Absolutely terrible customer service. We have special needs kiddos and a lot of in home therapies. We discussed this with the sales person and he said that they could finish the job in 3-4 days so we agreed to the inflated price because timing was important to us. We didn't noticed hat he put 8 days in the contract with out discussing it with us until after we signed. I called and spoke with Henry, one of the installation managers and he told me that they would do their best to finish as fast as possible and that they could send out a larger crew to demo he existing flooring. We also move the installation date up a week in this call. Fast forward to the day before they were supposed to start, and we don't get a scheduling call like we are supposed to. We weren't on the schedule! They moved things around and sent out a crew the next day, but it was only 2 guys. I spoke with Devin, another installation manager that assured me they should still be able to finish the job in 3-4 days. Took them one us days to demo the existing flooring. The crew is good and works hard, but they are now on day 5 and the job is still far from done. We will be missing really important therapies this week because they can't deliver as promised. My oldest has autism and does not do well with loud noises and changes in routine and this has been very hard on him so I called again on day 4 and asked Devin if they could send another guy or to start grouting the flooring that is done. He told me he'd talk to someone and get back with me. This morning I heard from Henry again. I reminded him of our situation and he basically told me he didn't care. That I needed to have realistic expectations and it would get done when t would get done and they weren't sending anyone else out. If we had known that they were going to take this long and that the customer service was going to be this bad we wouldn't have signed with them. We could have easily found someone to do this for far less and far quicker than they are doing now. Every excuse they have thrown at us is just that. Adding an extra person to the crew will not impact the quality of the job. This place is a joke. Once they have your money you are at there mercy. DON'T BUY FROM EXPRESS FLOORING!!!!!!!
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