My husband and I too had made a purchase from Express through Neil Hoffman. My husband who used to own his own flooring store agreed with the sales rep (Neil) that the quality of carpet we were getting was indeed far better than other places we were looking at. Unfortunately, later that day a family emergency had come up and I was going to need the money we spent on carpet for this emergency. I immediately tried to get a hold of Neil but I got his voice mail. I left a message about the problem and hoped he would call me back. One hour later - no call! I got nervous and decided to look up reviews on this company as the deposit I gave him was a lot of money to me. I saw the above report where the customer in Sun City said Neil told them "it was too late – the check had already been banked." Now I was extremely upset to say the least. That evening I get a call... It was Neil Hoffman. I told him what had happened with the family emergency and told him I would like my check back. He started to tell me that he is not allowed to hold onto the checks he received and had deposited the money in the bank. I became extremely emotional. It looked like I was going to be forced into a carpet purchase I no longer could afford. His next words, however, were "We will have to issue you a check and have it mailed to you for the full deposit". I started to cry. I know this sounds silly but that is how I get. He asked me what was wrong. I told him about the complaint the Sun City customer wrote and thought for sure he was going to tell me it was too late. He told me he knows about that complaint (said the customer posted everywhere she could think of), but does not understand it as he told her the same thing that he told me (that Express would issue a new check to her if that's what she wants), but she was unsure if she wanted to cancel and then decided to go ahead with the installation. I told him that is not what she said and he told me that he told her exactly the same as he told me.
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