Revdex.com:
I have reviewed the response submitted by the
business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.]There is absolutely no moisture in my floors.I do not understand how my claim can be rejected on the basis of moisture when no one has taken the effort to come out and inspect my floorsThis company is being run by a bunch of crooks who do not have any ethical values and are out to swindle peoples hard earned money.I will keep pursuing this claim till my floor are repaired.This bussiness should not be allowed to run as it clearly does not have any importance for customer satisfaction
Regards, *** ***
The customer is incorrect They selected the wood that was delivered from a sample of the product shown to the in their home They then signed a written contract with that same information about the style and color of product that they selected We are sorry that the customer did not like the floor but we cannot issue them a refund when we delivered the product that was contracted for, they have a company credit and they can re-select to another product that we carry
Revdex.com:
I have reviewed the response
submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved, once my refund is received.Thank you for your assistance with this matter
Regards,
*** ***
We are happy to hear that the customer is happy with the installation and the carpet however the issue with the pad still would need to be addressed prior to the installation The installation checklist that the customer signed requires an adult on site to make decisions about the installation process If the padding was incorrect prior to the installation would have been the time to mention it, the customer could have refused the installation if he felt the wrong pad was being installed We cannot do anything about this so long after the installation has taken place It is also worth noting that 3/4" carpet cushion does not exist, it would be too thick for seams to hold up, when the pad is too thick (especially with berber carpet), the seams will crack if it gives too much when walked on So if the sales rep did say the pad would be 3/4" thick, which he denies, he would have been promising to sell the customer something that we could never possibly install because it does not exist We are sorry that the customer is unhappy but we cannot do anything about this is the job has already been completed
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *** This is what I'm not understanding - I have never received a call back from NFD EVER! I have called over times times, left my name and number with *** and asked to speak with supervisors so we can get this resolved and nothing I was told by *** that she "didn't have anyone that I could talk to or be transferred to" If you look up reviews of this company, this is one of the top complaints We requested that they find the correct would, met with the salesman again AND gave them a sample of the wood so they could match it - we have not heard a thing from the company They took our deposit, delivered the incorrect wood that both their salesman and installers said was incorrect and now refuse to A) get back to us on finding a new wood or B) refund our money So they are not withholding their end of the contract There is no accountability within that company! They have my number and I will be awaiting a call to discuss next steps - a refund or the correct wood Regards, *** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[Again, the claim was brought to them within the warranty period. They are saying it is denied for this reason, but the company delayed responding to the claim until the warranty expired. This practice is what is so wrong with how they are handling this claim. The representatives I spoke with kept giving me that same answer as well, saying there is nothing they could do since the claim was denied. That is bogus. Also I find it hard to believe that customer service and the claims department has no managers to address this issue. The claim was brought to them within the warranty period.
Regards,
*** ***
Revdex.com:
I have reviewed the response
submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I don't know what they are talking about as not covered by warranty. The floor was installed on July and I submitted the claim to them in August because the floor was separatingThat is an issue with installation. Why would they not cover something that started breaking within a month of them installing?
Regards, *** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #***Please add your rejection comments belowno direct contac via e-maim or phone fron floors direct and no offer to send a rep to visit the site but an offer to fix for $250.Regards,
*** ***
***, the MFR, has denied this claim At this point we can offer to perform a payable service to replace/repair the issues where necessary but the customer will need to pay for the service since it is not covered under warranty
We have contacted this customer and will be sending the refund check to her home rather than the address on the contract She will be receiving a refund shortly
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #***Please add your rejection comments below.
The floor was not installed for months when this issue beganWe called the company as stated in our complaint and their call records during the middle of summerThe floor expanded due to warmer weather, not another issueThere was no moisture in the flooring as the company said from their original denial of our claimWe would like the company to re install the flooring and leave room for expansionThis was not done in the original instillationWe are requesting that this be completed prior to the holidays as we will be having guests and the floor is not safe for others
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
As a customer of National Floor Direct I depended upon the expertise of NFD personnel when selecting the materials for my project A NFD employee inspected the basement and made recommendations and guarantees that the materials would "be great" for the basement and I would not have any issues Our flooring selection was based on this expertise and recommendations that I selected NFD and the specific materials for the project It our dependency on your recommendations to select the correct materials for the project directly lead to the issues that I currently face While moisture may not be covered by the manufacturer warranty, living up to the promises of your employees should be the goal of this company if not a legal requirement As such I am still demanding that either the full sum of our purchase be refunded, the flooring repaired or the flooring replaced
Regards,
*** ***
Unfortunately this claim has already been denied due to excessive moisture which is not covered under warranty We cannot repair the floor free of charge if the issue in question is not covered under warranty
The customer's claim for the hard surface flooring is a misunderstanding The floor was covered with a rug and the area not covered oxidized and got darker as any hardwood floor will do The customer needs to allow the lighter portion of the floor to oxidize as well and the color will
become uniform The carpet, simply put, has a hole in it This is not something that is covered under warranty as when we delivered and installed the carpet nearly one year ago it did not have a hole in it We can offer the customer a payable service but the only way to fix the problem is to replace the area in question We can offer the customer a substantial discount should he choose to go that route
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Again, they have not come to inspect the floors and are only basing this on some pictures I sent. The floor itself is in great condition and the separation is occurring at the seems which, in my opinion, is an installation problem, not a product problem. No one from National Floors ever calls me back or provides me with any information and I have no way to contact the floor manufacturer, even though I am certain that the floor itself is NOT the issue
Regards, *** ***
As we have previously explained to this customer we cannot simply replace his carpet with a new different carpet He needs to submit a manufacturers claim for the carpet because they are the ones who warranty the from excessive shedding Customer service will be calling the customer to
set up a claim
We spoke with this customer at length about this issue Despite the customer not being entitled to a refund we will be issuing a refund in full to the customer They will receive the refund check in 10-business days
Revdex.com:
I have reviewed the response submitted by the
business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.]There is absolutely no moisture in my floors.I do not understand how my claim can be rejected on the basis of moisture when no one has taken the effort to come out and inspect my floorsThis company is being run by a bunch of crooks who do not have any ethical values and are out to swindle peoples hard earned money.I will keep pursuing this claim till my floor are repaired.This bussiness should not be allowed to run as it clearly does not have any importance for customer satisfaction
Regards, *** ***
The customer is incorrect They selected the wood that was delivered from a sample of the product shown to the in their home They then signed a written contract with that same information about the style and color of product that they selected We are sorry that the customer did not like the floor but we cannot issue them a refund when we delivered the product that was contracted for, they have a company credit and they can re-select to another product that we carry
This customer has been issued a refund in full via us mail They should be receiving it shortly if they have not already
Revdex.com:
I have reviewed the response
submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved, once my refund is received.Thank you for your assistance with this matter
Regards,
*** ***
We are happy to hear that the customer is happy with the installation and the carpet however the issue with the pad still would need to be addressed prior to the installation The installation checklist that the customer signed requires an adult on site to make decisions about the installation process If the padding was incorrect prior to the installation would have been the time to mention it, the customer could have refused the installation if he felt the wrong pad was being installed We cannot do anything about this so long after the installation has taken place It is also worth noting that 3/4" carpet cushion does not exist, it would be too thick for seams to hold up, when the pad is too thick (especially with berber carpet), the seams will crack if it gives too much when walked on So if the sales rep did say the pad would be 3/4" thick, which he denies, he would have been promising to sell the customer something that we could never possibly install because it does not exist We are sorry that the customer is unhappy but we cannot do anything about this is the job has already been completed
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *** This is what I'm not understanding - I have never received a call back from NFD EVER! I have called over times times, left my name and number with *** and asked to speak with supervisors so we can get this resolved and nothing I was told by *** that she "didn't have anyone that I could talk to or be transferred to" If you look up reviews of this company, this is one of the top complaints We requested that they find the correct would, met with the salesman again AND gave them a sample of the wood so they could match it - we have not heard a thing from the company They took our deposit, delivered the incorrect wood that both their salesman and installers said was incorrect and now refuse to A) get back to us on finding a new wood or B) refund our money So they are not withholding their end of the contract There is no accountability within that company! They have my number and I will be awaiting a call to discuss next steps - a refund or the correct wood Regards, *** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[Again, the claim was brought to them within the warranty period. They are saying it is denied for this reason, but the company delayed responding to the claim until the warranty expired. This practice is what is so wrong with how they are handling this claim. The representatives I spoke with kept giving me that same answer as well, saying there is nothing they could do since the claim was denied. That is bogus. Also I find it hard to believe that customer service and the claims department has no managers to address this issue. The claim was brought to them within the warranty period.
Regards,
*** ***
Revdex.com:
I have reviewed the response
submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I don't know what they are talking about as not covered by warranty. The floor was installed on July and I submitted the claim to them in August because the floor was separatingThat is an issue with installation. Why would they not cover something that started breaking within a month of them installing?
Regards, *** ***
We are very sorry that this customer has yet to receive her refund We will re-issue her a new refund immediately
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #***Please add your rejection comments belowno direct contac via e-maim or phone fron floors direct and no offer to send a rep to visit the site but an offer to fix for $250.Regards,
*** ***
The MFR already has the claim in house We have called the customer to explain what the next steps going forward will be
***, the MFR, has denied this claim At this point we can offer to perform a payable service to replace/repair the issues where necessary but the customer will need to pay for the service since it is not covered under warranty
We have contacted this customer and will be sending the refund check to her home rather than the address on the contract She will be receiving a refund shortly
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #***Please add your rejection comments below.
The floor was not installed for months when this issue beganWe called the company as stated in our complaint and their call records during the middle of summerThe floor expanded due to warmer weather, not another issueThere was no moisture in the flooring as the company said from their original denial of our claimWe would like the company to re install the flooring and leave room for expansionThis was not done in the original instillationWe are requesting that this be completed prior to the holidays as we will be having guests and the floor is not safe for others
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
As a customer of National Floor Direct I depended upon the expertise of NFD personnel when selecting the materials for my project A NFD employee inspected the basement and made recommendations and guarantees that the materials would "be great" for the basement and I would not have any issues Our flooring selection was based on this expertise and recommendations that I selected NFD and the specific materials for the project It our dependency on your recommendations to select the correct materials for the project directly lead to the issues that I currently face While moisture may not be covered by the manufacturer warranty, living up to the promises of your employees should be the goal of this company if not a legal requirement As such I am still demanding that either the full sum of our purchase be refunded, the flooring repaired or the flooring replaced
Regards,
*** ***
Unfortunately this claim has already been denied due to excessive moisture which is not covered under warranty We cannot repair the floor free of charge if the issue in question is not covered under warranty
The customer's claim for the hard surface flooring is a misunderstanding The floor was covered with a rug and the area not covered oxidized and got darker as any hardwood floor will do The customer needs to allow the lighter portion of the floor to oxidize as well and the color will
become uniform The carpet, simply put, has a hole in it This is not something that is covered under warranty as when we delivered and installed the carpet nearly one year ago it did not have a hole in it We can offer the customer a payable service but the only way to fix the problem is to replace the area in question We can offer the customer a substantial discount should he choose to go that route
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Again, they have not come to inspect the floors and are only basing this on some pictures I sent. The floor itself is in great condition and the separation is occurring at the seems which, in my opinion, is an installation problem, not a product problem. No one from National Floors ever calls me back or provides me with any information and I have no way to contact the floor manufacturer, even though I am certain that the floor itself is NOT the issue
Regards, *** ***
As we have previously explained to this customer we cannot simply replace his carpet with a new different carpet He needs to submit a manufacturers claim for the carpet because they are the ones who warranty the from excessive shedding Customer service will be calling the customer to
set up a claim
We spoke with this customer at length about this issue Despite the customer not being entitled to a refund we will be issuing a refund in full to the customer They will receive the refund check in 10-business days