National Floors Direct conducts background checks on anyone entering any customer's home to gather information including but not limited to, "past or present employers; learning institutions, including colleges and universities; law enforcement and all other federal, state and local agencies;...
federal, state and local courts; the military; credit bureaus; testing facilities; motor vehicle records agencies; if applicable, worker’s compensation injuries; all other private andpublic sector repositories of information; and any other person, organization, or agency with any information about or concerning that worker. The information that can be disclosed to this background Screening and Selection Services and its agents includes, but is not limited to, information concerning employment history, earnings history, education, credit history, motor vehicle history, criminal history, military service, professional credentials and licenses and substance abuse testing." As such, we believe the customer's request falls under the scope of that screening. All installation teams carry $1MM+ workman's compensation insurance and $1MM+ liability insurance policies. This was communicated to the customer prior to installation.
National Floors Direct has been in communication with Mr. [redacted] regarding the flooring installation. The responsible adult on site during the installation signed off that the job was completed to their satisfaction.Regardless, in good faith National Floors Direct has reached out to the customer...
to schedule a follow up visit with an installation manager and the installer so we can address Mr. [redacted]'s concerns.
The material would be great for any basement, so long as there is not excessive moisture. When the rep sells the job he checks as best he can for moisture. When the installer installs the job he checks as well. We do not install the floor if the signs of moisture are present. We are not responsible for the existence of moisture in the home because we told the customer the floor would be great for a basement, which it is, however moisture will damage any floor including this one and it is not covered under warranty. We have no way of knowing what took place in the home but we do know that the floor has been exposed to excessive moisture which is causing the problems with the floor and moisture is not covered under warranty. We cannot refund the customer's money as the issue he is having with the floor is not covered under warranty. We can try to repair/replace the floor as necessary but the customer will have to pay for the service and if the moisture problem is not fixed the exact same thing will happen again.
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
The first time this problem was reported to us is was 11 months after the installation. Regardless if it was one month or 11 claims from excessive moisture are not covered under warranty. We can schedule the customer for a payable service to repair or replace the floor as necessary but it will be a payable service because the issue is not covered under warranty. If the source of the moisture is not addressed as well once the floor is fixed the exact same thing will repeat itself.
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Please call me to schedule a time when someone can come.
Regards,
[redacted]
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 # [redacted]. Please add your rejection comments below. There is no padding in the closet or the hallway. I absolutely welcome someone - not the installer who messed up - come and show me how my assertions defy logic. Considering I cannot get a phone call back, I don't have high hopes. If I wanted to buy carpet, someone comes right out...I'm absolutely miserable about the experience, and no one can come follow up on my assertion that there is a problem. I'm told my floors are the problem. If they were as much a problem as there is right now, why wasn't it pointed out by the installer, who is supposed to be the professional? Nothing has been done for the sake of customer satisfaction, other than an insulting response.According to the response, my observations defy logic. Maybe my thought process defies logic, but I would think that someone who cares about their company's reputation would call or cone and see what I'm talking about when I say it's a hoffible install.
Regards,
[redacted]
This installation has been completed to the client's satisfaction. A manager met with Ms. [redacted] at her home to address her concerns and verify her satisfaction with the workmanship.
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 # [redacted]. Please add your rejection comments below. The exorbitant price of the installation is not my primary complaint, although it is very obviously exorbitnt. I object to the installation of the new laminate time over existing acrylic tiles although I had clearly specified to the salesman that I wanted the exiting tiles removed and carted away. I object to the substitution of the tiles I had selected with another kind. And I object to the grossly unprofessional installation itself resulting in unsightly seams between many of the tiles and doors that won't open over the newly installed tiles.
Regards,
[redacted]
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 # [redacted]. The complaint is not in regard to the carpet nor the installation. I am satisfied with both. The complaint is regarding the pad used and the discrepancy between what was described by the salesman and what I subsequently found to have been installed. This was repeatedly described as being 3/4 " in thickness and to be much more luxurious than the carpet being replaced. The delay in registering this complaint was due to not discovering the truth of the matter until the pad was revealed in the course of doing other renovation work. The fact of the matter is the salesman repeatedly claimed the pad would be 3/4 " thick, specifically stating that measurement each time. The actual pad used is 1/4 " thick and falls far short of the quality described.The customer service response that "we only use one type of pad with any given carpet" makes further mockery of the pre-sales process where the type of pad is selected and marked on the order form. If there really is no choice then this practice is misleading.I still contend the salesman misrepresented the product being purchased and that the pad selection and order form options are misleading if in fact no choice of pad is being offered.Regards, [redacted]
National Floors Direct cannot offer Mr. [redacted] any refund at this time. After an environmental issue in his home impacted the performance of his new flooring installation, Mr. [redacted] accepted a waiver of warranty in consideration for a free, one time repair of his environmentally damaged floor...
and further agreed that any subsequent issues could be remedied by a payable service.We cannot offer a refund or any additional complimentary services based on the previous agreement between Mr. [redacted] and National Floors Direct.
National Floors Direct cannot offer Mr. [redacted] any refund at this time. Further, as agreed upon at the onset of the previous repair work, all additional repairs will be completed only as a payable service. National Floors Direct cannot offer Mr. [redacted] any additional complimentary materials or installation services at this time.
We are very sorry about the confusion regarding this order. Since the initial complaint we have spoken with this customer and the job has been rescheduled for 09/23/14. Once again we are very sorry about the problems.
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
National Floors Direct received the notice of cancellation from Mr. [redacted] on 06/24/2016. Their refund was mailed on 07/08/2016, in a timely manner consistent with their cancellation paperwork and their expectations. As such, we ask that Revdex.com removes this complaint. It is completely...
This claim was denied. The customers; floor was installed for 11 months. If an installation issue existed it would have been apparent immediately after the installation. For the floor to buckle after this long there is some other factor putting stress on this floor causing the...
problem We can offer this customer a payable service to inspect the floor and ultimately fix the floor however if the problem is not addressed the exact same thing will happen to the floor again.
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 # [redacted]. Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.]I do not understand how it can be determined that my floor has moisture issues only through pictures. This business does not have the courtesy to inspect the floors to find out what the problem is because the easy solution for them is to blame it on moisture.There is absolutely no moisture issues with my floor as I know my house better than these people. I am a lay person I do not know anything about laying laminated floors, I gave them an excellent grade because at the time of installation I did not find any problem, however that does not mean that the floor cannot have problems in future .My floors were installed less than 6 months ago I called this business in a timely fashion as I had One year warranty, this business wants to find any reason not to honor the warranty .I have floors in my kitchen that are 15 years old and I have no issues with it .It has taken multiple phone calls to get a response from this business regarding the floor problems.When asked that I wanted to speak to a manager or the business owner the response by the same person on two different occasions is that the business owner is not available and on another occassion states that she is the business owner the manager and the boss!It is clear that customer satisfaction is not of any importance to this business.?
Regards, [redacted]
Despite the customer's defamatory comments the fact remains that the problem with the floor is being caused by moisture whether the customer is aware of it or not. We have seen photos of the floor and it is clear what is causing the issue. The floor was installed and signed off by the customer as excellent at the time of the installation. Since then over six months have passed. A floor does not go from being installed perfectly to having waves all over it six months later without being exposed to moisture. The customer may not be aware of the source but it is there.
National Floors Direct conducts background checks on anyone entering any customer's home to gather information including but not limited to, "past or present employers; learning institutions, including colleges and universities; law enforcement and all other federal, state and local agencies;...
federal, state and local courts; the military; credit bureaus; testing facilities; motor vehicle records agencies; if applicable, worker’s compensation injuries; all other private andpublic sector repositories of information; and any other person, organization, or agency with any information about or concerning that worker. The information that can be disclosed to this background Screening and Selection Services and its agents includes, but is not limited to, information concerning employment history, earnings history, education, credit history, motor vehicle history, criminal history, military service, professional credentials and licenses and substance abuse testing." As such, we believe the customer's request falls under the scope of that screening. All installation teams carry $1MM+ workman's compensation insurance and $1MM+ liability insurance policies. This was communicated to the customer prior to installation.
National Floors Direct has been in communication with Mr. [redacted] regarding the flooring installation. The responsible adult on site during the installation signed off that the job was completed to their satisfaction.Regardless, in good faith National Floors Direct has reached out to the customer...
to schedule a follow up visit with an installation manager and the installer so we can address Mr. [redacted]'s concerns.
The material would be great for any basement, so long as there is not excessive moisture. When the rep sells the job he checks as best he can for moisture. When the installer installs the job he checks as well. We do not install the floor if the signs of moisture are present. We are not responsible for the existence of moisture in the home because we told the customer the floor would be great for a basement, which it is, however moisture will damage any floor including this one and it is not covered under warranty. We have no way of knowing what took place in the home but we do know that the floor has been exposed to excessive moisture which is causing the problems with the floor and moisture is not covered under warranty. We cannot refund the customer's money as the issue he is having with the floor is not covered under warranty. We can try to repair/replace the floor as necessary but the customer will have to pay for the service and if the moisture problem is not fixed the exact same thing will happen again.
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
The first time this problem was reported to us is was 11 months after the installation. Regardless if it was one month or 11 claims from excessive moisture are not covered under warranty. We can schedule the customer for a payable service to repair or replace the floor as necessary but it will be a payable service because the issue is not covered under warranty. If the source of the moisture is not addressed as well once the floor is fixed the exact same thing will repeat itself.
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Please call me to schedule a time when someone can come.
Regards,
[redacted]
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 # [redacted]. Please add your rejection comments below. There is no padding in the closet or the hallway. I absolutely welcome someone - not the installer who messed up - come and show me how my assertions defy logic. Considering I cannot get a phone call back, I don't have high hopes. If I wanted to buy carpet, someone comes right out...I'm absolutely miserable about the experience, and no one can come follow up on my assertion that there is a problem. I'm told my floors are the problem. If they were as much a problem as there is right now, why wasn't it pointed out by the installer, who is supposed to be the professional? Nothing has been done for the sake of customer satisfaction, other than an insulting response.According to the response, my observations defy logic. Maybe my thought process defies logic, but I would think that someone who cares about their company's reputation would call or cone and see what I'm talking about when I say it's a hoffible install.
Regards,
[redacted]
This installation has been completed to the client's satisfaction. A manager met with Ms. [redacted] at her home to address her concerns and verify her satisfaction with the workmanship.
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 # [redacted]. Please add your rejection comments below. The exorbitant price of the installation is not my primary complaint, although it is very obviously exorbitnt. I object to the installation of the new laminate time over existing acrylic tiles although I had clearly specified to the salesman that I wanted the exiting tiles removed and carted away. I object to the substitution of the tiles I had selected with another kind. And I object to the grossly unprofessional installation itself resulting in unsightly seams between many of the tiles and doors that won't open over the newly installed tiles.
Regards,
[redacted]
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 # [redacted]. The complaint is not in regard to the carpet nor the installation. I am satisfied with both. The complaint is regarding the pad used and the discrepancy between what was described by the salesman and what I subsequently found to have been installed. This was repeatedly described as being 3/4 " in thickness and to be much more luxurious than the carpet being replaced. The delay in registering this complaint was due to not discovering the truth of the matter until the pad was revealed in the course of doing other renovation work. The fact of the matter is the salesman repeatedly claimed the pad would be 3/4 " thick, specifically stating that measurement each time. The actual pad used is 1/4 " thick and falls far short of the quality described.The customer service response that "we only use one type of pad with any given carpet" makes further mockery of the pre-sales process where the type of pad is selected and marked on the order form. If there really is no choice then this practice is misleading.I still contend the salesman misrepresented the product being purchased and that the pad selection and order form options are misleading if in fact no choice of pad is being offered.Regards, [redacted]
National Floors Direct cannot offer Mr. [redacted] any refund at this time. After an environmental issue in his home impacted the performance of his new flooring installation, Mr. [redacted] accepted a waiver of warranty in consideration for a free, one time repair of his environmentally damaged floor...
and further agreed that any subsequent issues could be remedied by a payable service.We cannot offer a refund or any additional complimentary services based on the previous agreement between Mr. [redacted] and National Floors Direct.
National Floors Direct cannot offer Mr. [redacted] any refund at this time. Further, as agreed upon at the onset of the previous repair work, all additional repairs will be completed only as a payable service. National Floors Direct cannot offer Mr. [redacted] any additional complimentary materials or installation services at this time.
This order has already been canceled and we will be issuing the customer a refund in full.
We will be issuing this customer a new refund via us mail. The customer will have it shortly.
We are very sorry about the confusion regarding this order. Since the initial complaint we have spoken with this customer and the job has been rescheduled for 09/23/14. Once again we are very sorry about the problems.
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
National Floors Direct received the notice of cancellation from Mr. [redacted] on 06/24/2016. Their refund was mailed on 07/08/2016, in a timely manner consistent with their cancellation paperwork and their expectations. As such, we ask that Revdex.com removes this complaint. It is completely...
unwarranted. Thank you.
This claim was denied. The customers; floor was installed for 11 months. If an installation issue existed it would have been apparent immediately after the installation. For the floor to buckle after this long there is some other factor putting stress on this floor causing the...
problem We can offer this customer a payable service to inspect the floor and ultimately fix the floor however if the problem is not addressed the exact same thing will happen to the floor again.
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 # [redacted]. Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.]I do not understand how it can be determined that my floor has moisture issues only through pictures. This business does not have the courtesy to inspect the floors to find out what the problem is because the easy solution for them is to blame it on moisture.There is absolutely no moisture issues with my floor as I know my house better than these people. I am a lay person I do not know anything about laying laminated floors, I gave them an excellent grade because at the time of installation I did not find any problem, however that does not mean that the floor cannot have problems in future .My floors were installed less than 6 months ago I called this business in a timely fashion as I had One year warranty, this business wants to find any reason not to honor the warranty .I have floors in my kitchen that are 15 years old and I have no issues with it .It has taken multiple phone calls to get a response from this business regarding the floor problems.When asked that I wanted to speak to a manager or the business owner the response by the same person on two different occasions is that the business owner is not available and on another occassion states that she is the business owner the manager and the boss!It is clear that customer satisfaction is not of any importance to this business.?
Regards, [redacted]
Despite the customer's defamatory comments the fact remains that the problem with the floor is being caused by moisture whether the customer is aware of it or not. We have seen photos of the floor and it is clear what is causing the issue. The floor was installed and signed off by the customer as excellent at the time of the installation. Since then over six months have passed. A floor does not go from being installed perfectly to having waves all over it six months later without being exposed to moisture. The customer may not be aware of the source but it is there.