| rev:text
| - I saw the other reviews on Yelp and Google and hoped I would not be one of the people writing a terrible review. But, here I am.
One star is too generous.
My floors look pretty good, that much I'll give them. But it's not like they invented the product they installed.
The sales situation was easy. They came to my house with samples and we set up an installation. This is where everything falls completely apart.
They cannot seem to manage the projects very well. I'm not sure if it's due to understaffing or incompetence or just plain apathy, but I experienced all three during the process.
Communication broke down at pretty much every opportunity. I have an odd schedule and needed to be contacted at particular times, this never happened. I instructed them that even though the project was listed under my wife's name, she was NOT to be called, I'm coordinating everything. They called her almost every single time...
I had an installation manager tell me that they were understaffed, which is why no contacted me prior to the work beginning. He also informed me that the salesman never submitted a change order to the project because instead of them removing some tile, I ended up tearing it out myself. They assured me that I would not be charged for the tear out, but I am fairly certain that I was. I'm in the process of clearing that up now. Customer service can't tell me if was charged or not, an installation manager will have to call me. Great. I've been waiting for an installation manager to call me for two weeks in regards to some shoddy work on the thresholds.
We finally got through everything and when it was complete, they left the baseboards off, which was one of the key points I made with the salesman at the time of the sale. I would pull up the old laminate but I would need them to put the baseboards back up... Nope. Wasn't in the contract and they wanted an additional $580 to put it back on. I told them not to bother and got a carpenter to reinstall it, as well as make additional repairs to cabinets, shelving, and the aforementioned thresholds for $400.
If you have any project management capability, do not have them install your floors. Figure out how much material you need and get a quote from them and their competitors. Then, find your own installers and coordinate everything yourself.
I will absolutely never work with these people again. I have another 1,600 sq ft of flooring to replace in my bedrooms, but Express won't be coming anywhere near the place.
Update: the billing situation has been clarified, the cost of tile tear out has been removed.
Also, I got a call from someone there in customer service about my yelp review. Funny how they seem more concerned about that than anything else. The guy used all kinds of cheesy techniques to try and empathize, establish a rapport, and appeal to my conscience and mentioned possibly working with me on the bill. I said no. I'm done with your company but would edit my Yelp review to reflect that the billing situation was clarified.
At this point he tells me they will check my review and if there are any "inaccuracies" they'd be back in touch. Wow. I really don't like the implication of that at all. As I look back through my review, nothing is inaccurate.
I had put all of this behind me but now I'm just as angry as when the project was in progress.
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