National Floors Direct out of [redacted], MA with phone ###-###-#### installed new vinyl tile flooring in our kitchen, bathroom and office under 3 months ago. We had contacted them about the subflooring they installed had a nail sticking through one of the tiles they installed over it. They seem to not care as they still have yet to send someone to repair their installation issue. I have a 3 year old and a 1 year old just learning to walk and stepped on it, making her foot bleed. I can also walk you through the whole sales pitch, smoke and mirrors act and they never delivered what they said they would. This is a rinky dink small game business that is unprofessional and fleecing people as I can now see from the stacked complaints. I am so pissed off I can't write anymore but I will say someone should audit their books because they are hiring illegals and charging high prices for bad service. I also had to pay for a change order which I was guaranteed wouldn't be needed but I just wanted them to finish and get the hell out. NFD had me pay the laborer directly, in cash or they wouldn't do the work. This way they can overcharge and not claim on taxes.
National Floors Direct makes every effort to complete every installation to the full satisfaction of each of our customers and to properly manage their installation expectations throughout that process. In reviewing Ms. [redacted]'s complaint it seems there is a misalignment of expectations stemming...
from the several months in between when our representative visited with her to take her order and the date of installation. Our order paperwork - which is initialed by Ms. [redacted] - clearly indicates that touch up paint will be needed and, quite expressly, that seams in carpeting will be visible. The order forms we provide our customers are designed to explain what this process will be like and keep them informed.National Floors Direct completed the installation in Ms. [redacted]'s home on 02/08/2017. For more than 2 weeks, we did not hear from Ms. [redacted] regarding any issues with the installers, the installation, or the materials. When she called to express a problem with the installation we explained what the next steps were and requested photos so we could assess the installation and provide any required service in the most efficient manner possible. This is our warranty claims process. We value Ms. [redacted]'s patronage and want nothing more than to help resolve any issues she may be experiencing with her floor-covering but will need her to follow the claims process if she expects National Floors Direct to honor its warranty obligations.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:Since my complaint had been filed with Revdex.com, I have been contacted by National Floors Direct Customer Service VP [redacted] to discuss the issue I had with the earlier installation.
He arranged for the necessary repairs to be made forthwith.
He inquired about my complaint, initiated and facilitated a repair to be scheduled and the installers came and repaired the area of concern. I would certainly use National Floors Direct again for flooring needs, in large part due to Mr. [redacted]'s attention to a closed file and subsequent resolution.
Very truly yours,
[redacted]
What the customer has provided is not the cancellation policy. It is the notice of cancellation and the customer is supposed to sign it and send it to us certified mail within the three day period to cancel the transaction. This is further evidence that the customer did not cancel within the three day period. Once again we cannot issue this customer a refund and they will have a company credit with NFD.
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. The repairs have been completed.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:I am working with National Floors Direct currently to replace my porch floor as I have requested initially. They have set up an initial time to install the floor and as long as they show up and install the floor and keep their promise, I can consider them meeting my request.
Unfortunately this order cannot be canceled at this point. The customer contracted for flooring from a sample shown to him in his home at the time of the sale. We then delivered the wood as contracted. When we arrived the customer decided they no longer liked the color of the wood...
they had chosen. We told the customer they could select a different wood and we could install that. The customer then decided they wanted to cancel and wanted a full refund. This order cannot be canceled and we cannot issue this customer a refund. If they would like to change the color or type of the flooring they are more than welcome to do so but at this point the order cannot be canceled or refunded.
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]. Regards,
[redacted]
What they claimed is not true. They delivered the wrong color wood and told us that they did Not have a wood that would match. Their workers who came to install were the ones who said it was the wrong color. We gave them a sample of our wood and even had the salesman come back out to try and match it and they claimed that they didn't have the right wood. We have not even received the sample panel of wood we gave them back as requested.
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]
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. I was in contact with the business and reitereated what [redacted] said to me that they CAN refund beyond the days. And as previously status, [redacted] said this isn't an issue.
Regards, [redacted]
I accept this response but would like to.point out that I have a tracking notice that proves it was delivered to your po boxOn my final date of recession. If you don't check this on a regular basis I suggest you find a better place to mail cancellations. I emailed over a copy of this notice to one of your customer service reps and then was contacted by your sales manager. I did my part. I appreciate you doing yours. Thank you
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]
Unfortunately this claim has been denied. The condition of the floor was caused by excessive moisture of some kind. We have not been in the home and cannot ascertain what the cause it however the condition of the floor is clearly a moisture related problem which is not covered under...
warranty. If the customer wants us to replace the floor it will be a payable service.
This email was difficult to read however we did offer to go and complete a payable service for the issue that is not covered under warranty. We are still willing to do that if the customer is interested.
The sales rep did not tell the customer that and even if he had no verbal agreements void the terms of the contract (which the contract says on the front). We cannot issue this customer a refund they will have a company credit.
After reviewing the content of this complaint and the chronology of events surrounding Mr. [redacted]'s order, National Floors Direct has decided to issue Mr. [redacted] a full refund.
Ms. [redacted] ordered carpet on 06/29/2016. On 07/13/2016, well after the recision period on the order and after her carpet had been cut & prepped for her scheduled installation date, National Floors Direct received notice of cancellation from Ms. [redacted].Even though she is in no way entitled to any...
refund, National Floors Direct will issue her a full refund as a measure of good faith.
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.
I am following up on the above complaint and would like to provide a rebuttal.
Attached is a copy of the Notice of Cancellation that I did not sign.
To me, the company indicating that would issue a credit of my $200 when I did not sign the cancellation policy, it right.
Regards,
[redacted]
I am following up on the above complaint and would like to provide a rebuttal.
Attached is a copy of the Notice of Cancellation that I did not sign.
To me, the company indicating that would issue a credit of my $200 when I did not sign the cancellation policy, it right.
I am following up on the above complaint and would like to provide a rebuttal.
Attached is a copy of the Notice of Cancellation that I did not sign.
To me, the company indicating that would issue a credit of my $200 when I did not sign the cancellation policy, it right.
I am following up on the above complaint and would like to provide a rebuttal.
Attached is a copy of the Notice of Cancellation that I did not sign.
To me, the company indicating that would issue a credit of my $200 when I did not sign the cancellation policy, it right.
I am following up on the above complaint and would like to provide a rebuttal.
Attached is a copy of the Notice of Cancellation that I did not sign.
To me, the company indicating that would issue a credit of my $200 when I did not sign the cancellation policy, it right.
We cannot offer this customer any refund whatsoever. The customer selected the style and color of carpet that we installed in his home from a sample that was shown to him in his home. He then signed a contract for that product. We then went to his home and spent an entire day...
installing the product. At no time since the installation has this customer so much as called us with any type of complaint. If a problem with any of the products existed the time to deal with that was prior to installation, not one month later. If the product was incorrect or somehow perceived to be inferior the customer should not have allowed us to install it. We are very sorry but there is nothing that we can do for this customer.
National Floors Direct out of [redacted], MA with phone ###-###-#### installed new vinyl tile flooring in our kitchen, bathroom and office under 3 months ago. We had contacted them about the subflooring they installed had a nail sticking through one of the tiles they installed over it. They seem to not care as they still have yet to send someone to repair their installation issue. I have a 3 year old and a 1 year old just learning to walk and stepped on it, making her foot bleed. I can also walk you through the whole sales pitch, smoke and mirrors act and they never delivered what they said they would. This is a rinky dink small game business that is unprofessional and fleecing people as I can now see from the stacked complaints. I am so pissed off I can't write anymore but I will say someone should audit their books because they are hiring illegals and charging high prices for bad service. I also had to pay for a change order which I was guaranteed wouldn't be needed but I just wanted them to finish and get the hell out. NFD had me pay the laborer directly, in cash or they wouldn't do the work. This way they can overcharge and not claim on taxes.
National Floors Direct makes every effort to complete every installation to the full satisfaction of each of our customers and to properly manage their installation expectations throughout that process. In reviewing Ms. [redacted]'s complaint it seems there is a misalignment of expectations stemming...
from the several months in between when our representative visited with her to take her order and the date of installation. Our order paperwork - which is initialed by Ms. [redacted] - clearly indicates that touch up paint will be needed and, quite expressly, that seams in carpeting will be visible. The order forms we provide our customers are designed to explain what this process will be like and keep them informed.National Floors Direct completed the installation in Ms. [redacted]'s home on 02/08/2017. For more than 2 weeks, we did not hear from Ms. [redacted] regarding any issues with the installers, the installation, or the materials. When she called to express a problem with the installation we explained what the next steps were and requested photos so we could assess the installation and provide any required service in the most efficient manner possible. This is our warranty claims process. We value Ms. [redacted]'s patronage and want nothing more than to help resolve any issues she may be experiencing with her floor-covering but will need her to follow the claims process if she expects National Floors Direct to honor its warranty obligations.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:Since my complaint had been filed with Revdex.com, I have been contacted by National Floors Direct Customer Service VP [redacted] to discuss the issue I had with the earlier installation.
He arranged for the necessary repairs to be made forthwith.
He inquired about my complaint, initiated and facilitated a repair to be scheduled and the installers came and repaired the area of concern. I would certainly use National Floors Direct again for flooring needs, in large part due to Mr. [redacted]'s attention to a closed file and subsequent resolution.
Very truly yours,
[redacted]
What the customer has provided is not the cancellation policy. It is the notice of cancellation and the customer is supposed to sign it and send it to us certified mail within the three day period to cancel the transaction. This is further evidence that the customer did not cancel within the three day period. Once again we cannot issue this customer a refund and they will have a company credit with NFD.
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. The repairs have been completed.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:I am working with National Floors Direct currently to replace my porch floor as I have requested initially. They have set up an initial time to install the floor and as long as they show up and install the floor and keep their promise, I can consider them meeting my request.
Unfortunately this order cannot be canceled at this point. The customer contracted for flooring from a sample shown to him in his home at the time of the sale. We then delivered the wood as contracted. When we arrived the customer decided they no longer liked the color of the wood...
they had chosen. We told the customer they could select a different wood and we could install that. The customer then decided they wanted to cancel and wanted a full refund. This order cannot be canceled and we cannot issue this customer a refund. If they would like to change the color or type of the flooring they are more than welcome to do so but at this point the order cannot be canceled or refunded.
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]. Regards,
[redacted]
What they claimed is not true. They delivered the wrong color wood and told us that they did Not have a wood that would match. Their workers who came to install were the ones who said it was the wrong color. We gave them a sample of our wood and even had the salesman come back out to try and match it and they claimed that they didn't have the right wood. We have not even received the sample panel of wood we gave them back as requested.
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]
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. I was in contact with the business and reitereated what [redacted] said to me that they CAN refund beyond the days. And as previously status, [redacted] said this isn't an issue.
Regards, [redacted]
I accept this response but would like to.point out that I have a tracking notice that proves it was delivered to your po boxOn my final date of recession. If you don't check this on a regular basis I suggest you find a better place to mail cancellations. I emailed over a copy of this notice to one of your customer service reps and then was contacted by your sales manager. I did my part. I appreciate you doing yours. Thank you
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]
Unfortunately this claim has been denied. The condition of the floor was caused by excessive moisture of some kind. We have not been in the home and cannot ascertain what the cause it however the condition of the floor is clearly a moisture related problem which is not covered under...
warranty. If the customer wants us to replace the floor it will be a payable service.
This email was difficult to read however we did offer to go and complete a payable service for the issue that is not covered under warranty. We are still willing to do that if the customer is interested.
The sales rep did not tell the customer that and even if he had no verbal agreements void the terms of the contract (which the contract says on the front). We cannot issue this customer a refund they will have a company credit.
After reviewing the content of this complaint and the chronology of events surrounding Mr. [redacted]'s order, National Floors Direct has decided to issue Mr. [redacted] a full refund.
We have set this customer up for an inspection to look at the issues with the floor.
Ms. [redacted] ordered carpet on 06/29/2016. On 07/13/2016, well after the recision period on the order and after her carpet had been cut & prepped for her scheduled installation date, National Floors Direct received notice of cancellation from Ms. [redacted].Even though she is in no way entitled to any...
refund, National Floors Direct will issue her a full refund as a measure of good faith.
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.
I am following up on the above complaint and would like to provide a rebuttal.
Attached is a copy of the Notice of Cancellation that I did not sign.
To me, the company indicating that would issue a credit of my $200 when I did not sign the cancellation policy, it right.
Regards,
[redacted]
I am following up on the above complaint and would like to provide a rebuttal.
Attached is a copy of the Notice of Cancellation that I did not sign.
To me, the company indicating that would issue a credit of my $200 when I did not sign the cancellation policy, it right.
I am following up on the above complaint and would like to provide a rebuttal.
Attached is a copy of the Notice of Cancellation that I did not sign.
To me, the company indicating that would issue a credit of my $200 when I did not sign the cancellation policy, it right.
I am following up on the above complaint and would like to provide a rebuttal.
Attached is a copy of the Notice of Cancellation that I did not sign.
To me, the company indicating that would issue a credit of my $200 when I did not sign the cancellation policy, it right.
I am following up on the above complaint and would like to provide a rebuttal.
Attached is a copy of the Notice of Cancellation that I did not sign.
To me, the company indicating that would issue a credit of my $200 when I did not sign the cancellation policy, it right.
This customer is past the one year installation warranty and we cannot service the floor past the expiration of the one year warranty term.
We cannot offer this customer any refund whatsoever. The customer selected the style and color of carpet that we installed in his home from a sample that was shown to him in his home. He then signed a contract for that product. We then went to his home and spent an entire day...
installing the product. At no time since the installation has this customer so much as called us with any type of complaint. If a problem with any of the products existed the time to deal with that was prior to installation, not one month later. If the product was incorrect or somehow perceived to be inferior the customer should not have allowed us to install it. We are very sorry but there is nothing that we can do for this customer.