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. As mentioned previously I nave never accepted or agreed to void my waranty as you have adkedme to do On several occasions. Please check your files I never signed any waiver. The material used on my floor is flawed and the entire floor has now curled and buckled. I payed you to install the floor properly and use suitbable material for the room it was installed in. Since you installed the floors and I payed you in full for both installation and material why would I continue to pay you to fix it? That is your responsibility and I expect a refund or to have the floor fixed. The unfortunate part is I was sold a cheap product that was marketed as your higher end vinyl. I find it inexcusable as a company that you will not rectify this issue and provide me with a floor that is installed properly. This was a very expensive project and within two months of installation ther was already problems with floor. [redacted] the sales manager assured me if anything were to go wrong you would fix it. I look foreword to your response and know that as a company you are looking to do the right thing and not rip people off. Please just come and fix the floor. correcltly and not completely liftingoff the sub floor.
Regards,
[redacted]
Unfortunately we cannot issue this customer a refund. They canceled their transaction after the three day cancellation period. Should they chose to go ahead with their order they will have a company credit for the $200.00. Once again we cannot cancel and refund an order that is canceled...
A manager from National Floors Direct has already connected with Ms. [redacted] to discuss her experience. The order has been rescheduled to 06/18/15, as requested, and the restocking fee has not been applied. Further, the manager extended his direct contact information to Ms. [redacted] in an...
effort to ensure her satisfaction throughout the duration of her relationship with National Floors Direct.
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.
[redacted] most certainly did inform me, numerous times, that the cancellation can be broken outside of the contact. In fact, he said I did not have to sign the Notice of Cancellation agreement and I was given both copies (attached is a copy). I will not accept a $200 credit as I will never do business with a company that bad mouths competitors ([redacted] as well as [redacted]) to the degree of telling me that I am making a mistake in selecting them. I would like my refund in a check payable to me ASAP.Thank you.[redacted] Regards,
[redacted]
National Floors Direct is sorry for the confusion regarding its representative's setting of the customer's expectations for the installation time table for this project. Our installation team is working to complete the project as soon as possible.
National Floors Direct has sent a local installation manager to the home to inspect the installation and determine a mutually agreed upon course of action to remedy any issues.
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 has worked with Ms. [redacted] to address the communication issues surrounding this complaint and will be installing the carpet as planned at a discounted price as consideration for any inconvenience associated with the experience.
Since the initial complaint we have finished the sub floor work as contracted for the customer and the customer has chosen to wait to pick their installation date. We are very sorry regarding the missed appointment and initial confusion surrounding this order.
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 company still has not sent a new crew to finish the job. They also have not communicated with me as to when it will be complete. On Sunday, I called them after a worker seriously hurt himself while installing the steps. We called an ambulance and spoke with the police and fire department of [redacted], translating for the employee and also cleaning up the blood all over my house. He severed his arm and many arteries was taken to a level one hospital. I called the company to let them know this happened and asked them for a direct number for the Police Report; they still have not responded. I am worried for the employee first and foremost. Is he being taken care of? Also, my home was damaged by his accident and will need to be repaired. I hope that the company will send someone new to finish this job in a professional manner, which should involve proactively communicating with a customer.
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.
To Whom This May Concern, After my brand new floor became damaged, and I called National Floors Direct to come fix the floor, they wanted me to sign a waiver. After reading the waiver, I realized if I signed the waiver it would void my entire warranty. I then got into several disputes with the company, because I refused to sign this waiver, which would have let this company get away with installing faulty material. I never signed that waiver and they eventually came out to fix half the floor. Additionally, using environmental factors as a reason for a floor to be installed in-properly is not a good enough reason to not fix it. Your website clearly states vinyl planks can be installed in any room and your sales associate [redacted] told me this product would be not have any issues in the room that it was installed. The reality is the installer told me the product that they were using was very cheap, which was the reason I was having issues. This company has not been straight forward with me since the beginning and has ripped me off by selling me a defective product and is refusing to fix the floor. Additionally, when they came to fix the floor they only fixed half the floor when the remainder of the floor was also starting to have issues. Overall, this companies approach to get clients to sign off waivers to get away with selling them defective products is completely unfair and I should not have to go this far to try and get them to resolve an issue. Any other company that installed a faulty product would try and fix it knowing that this was completely their fault and their product should not have "environmental factors". I hope to try and find a resolve to this issue and have my newly installed floor either fixed or receive a refund due to it not adhering properly to the floor as it should.
Regards,
[redacted]
National Floors Direct sent a local installation manager to the home to inspect the installation and determine a mutually agreed upon course of action to remedy any issues.
I do realize that there were listed issues that were specifically spelled out, and I overlooked them. However, I have a copy of the purchase order, and it does more than mention the possiblity of removing both layers of previous linolium being ripped up and sub floor put in, if needed. Also, I have been trying to check out all aspects of the install, and have realized that I not only have, black to plates in certain areas, but some brown pieces as well, There is also 4 to 6 tiles lifting already, not to mention, the tile across the doorway to basement is lifting right off, my brother in law tripped and hit his head. I will provide pictures, of the brown/black toe plates, and the loose tiles. But I also would clarify the point regarding the moldings were NOT REPLACED, not one of them, but the one contractor that spoke a little english brought in a matching piece of multi-purpose reducer that matched the flooring perfectly, but just left a piece here, and said that he does not replace moldings in each doorway. They are bare. I am finding/noticing things daily, so I don't want to say I'm finished with issues, but I would like to ask, if it is legal when I asked the manager at NFD if these contractors were licensed and insured, and she assured me that they are both, but refused to provide a copy. I was told, and I quote, " it is not our policy to supply a copy of their license, unless something happens". I'm not a lawyer by any means, but I'm pretty sure that licenses should be provided for all projects? I'm try to send the pictures I took with my phone, and download to my computer, as soon as I get that done, I will forward the patch job of black/brown toe plates, along with no threshold moldings on all doorways.
Regards,
[redacted]
Revdex.com: I have read how National floors direct responded to my complaint. They are absolutlely incorrect about the estimates. It was THEIR AGENT that turned in the wrong information as I have copies of the estimates-he tried to pull a fast one. I contacted the Agent and told him my house was still under construction and wanted to post pone the installation several weeks before the date, the agent did not pass this information on to the office. On the day of the installation they called me and stated the product was not in and wanted to re-schedule and the girl was very rude (same girl I spoke about earlier), this is exactly how things went. They never gave me the 150.00 off for booking the appointment on line and the rude girl stated it's one or the other 150.00 off or 15%. They play games and I would never recommend them.
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]
Ms. [redacted]'s installation has been completed to her satisfaction. Further, management has connected with Ms. [redacted] to discuss her experience, offer apologies, and a price concession. We are sincerely sorry for the lack of communication stemming from the missed installation appointment and...
are very appreciative of Ms. [redacted]'s ultimate understanding of the situation and overall satisfaction with her new carpet.
As previously indicated, National Floors Direct is willing to send a company representative to address Mr. [redacted]'s padding issue and has already reached out to him to schedule a follow up visit.
We cannot offer this customer any refund whatsoever. They entered into a contract with us for the purchase amount. The time to discuss the price was prior to the installation, not two months after the floor was installed.
If this customer has not received the check we sent the second time then we will need another address to mail the check to because there is some type of problem with the address.
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].
I have reviewed my initial documentation and though it's true that I initialed #13 "disclaimer" shall we say, regarding that seams, in their words, "cannot be invisible", I should not have to tolerate the fact that the seams are the most noticeable feature of the carpeting. As I said in my letter to [redacted] (I have included an attachment of that e-mail) which I mailed on 2/16, 8 days after the installation, not over 2 weeks as was stated in NFD's response to my complaint w/the Revdex.com, the fact that the nap of the pieced carpeting is not going in the same direction as the larger piece of carpeting accentuates the seams to the point of being unacceptable. The seams would be acceptable if they had done that correctly. Regarding #18 on their list of acceptable damage I agreed to incur, the one that says that there will be nicks or scratches on walls or baseboards connotes that these should be minor. "Nicks" and "scratches" do not describe the gouges on every baseboard, above the carpet height and visible, caused by unnecessarily careless use of the blade used to cut the carpet. Every baseboard, every room that's carpeted. I'm not even seeking repairs for that issue. I am also NOT seeking to have my stairs recarpeted, even though they do not reach the edges of each stair so they're not tucked in at any of the stair treads' edges. I DID mail NFD to ask to whom I would mail photos of the lifting tiles and overly noticeable carpet seams on 2/21, (e-mail also attached) after I explained that I had no digital camera nor smart phone to take these pictures with at the time that I called NFD to make my complaint to which I received NO reply from anyone at NFD. I have since taken the photos with a friend's phone and have attached them here. So, I want my lifting tiles glued to the floor so they DON'T lift further, and I want the carpeting with the nap that's going the opposite direction from the rest of the carpeting in the room removed & replaced correctly so it doesn't look pieced together with the incredibly obvious seams. The vinyl tiles continue to lift at the seams in new spots DAILY.
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. As mentioned previously I nave never accepted or agreed to void my waranty as you have adkedme to do On several occasions. Please check your files I never signed any waiver. The material used on my floor is flawed and the entire floor has now curled and buckled. I payed you to install the floor properly and use suitbable material for the room it was installed in. Since you installed the floors and I payed you in full for both installation and material why would I continue to pay you to fix it? That is your responsibility and I expect a refund or to have the floor fixed. The unfortunate part is I was sold a cheap product that was marketed as your higher end vinyl. I find it inexcusable as a company that you will not rectify this issue and provide me with a floor that is installed properly. This was a very expensive project and within two months of installation ther was already problems with floor. [redacted] the sales manager assured me if anything were to go wrong you would fix it. I look foreword to your response and know that as a company you are looking to do the right thing and not rip people off. Please just come and fix the floor. correcltly and not completely liftingoff the sub floor.
Regards,
[redacted]
Unfortunately we cannot issue this customer a refund. They canceled their transaction after the three day cancellation period. Should they chose to go ahead with their order they will have a company credit for the $200.00. Once again we cannot cancel and refund an order that is canceled...
past the three day period.
A manager from National Floors Direct has already connected with Ms. [redacted] to discuss her experience. The order has been rescheduled to 06/18/15, as requested, and the restocking fee has not been applied. Further, the manager extended his direct contact information to Ms. [redacted] in an...
effort to ensure her satisfaction throughout the duration of her relationship with National Floors Direct.
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.
[redacted] most certainly did inform me, numerous times, that the cancellation can be broken outside of the contact. In fact, he said I did not have to sign the Notice of Cancellation agreement and I was given both copies (attached is a copy). I will not accept a $200 credit as I will never do business with a company that bad mouths competitors ([redacted] as well as [redacted]) to the degree of telling me that I am making a mistake in selecting them. I would like my refund in a check payable to me ASAP.Thank you.[redacted] Regards,
[redacted]
National Floors Direct is sorry for the confusion regarding its representative's setting of the customer's expectations for the installation time table for this project. Our installation team is working to complete the project as soon as possible.
National Floors Direct has sent a local installation manager to the home to inspect the installation and determine a mutually agreed upon course of action to remedy any issues.
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 has worked with Ms. [redacted] to address the communication issues surrounding this complaint and will be installing the carpet as planned at a discounted price as consideration for any inconvenience associated with the experience.
Since the initial complaint we have finished the sub floor work as contracted for the customer and the customer has chosen to wait to pick their installation date. We are very sorry regarding the missed appointment and initial confusion surrounding this order.
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].
[The company still has not sent a new crew to finish the job. They also have not communicated with me as to when it will be complete. On Sunday, I called them after a worker seriously hurt himself while installing the steps. We called an ambulance and spoke with the police and fire department of [redacted], translating for the employee and also cleaning up the blood all over my house. He severed his arm and many arteries was taken to a level one hospital. I called the company to let them know this happened and asked them for a direct number for the Police Report; they still have not responded. I am worried for the employee first and foremost. Is he being taken care of? Also, my home was damaged by his accident and will need to be repaired. I hope that the company will send someone new to finish this job in a professional manner, which should involve proactively communicating with a customer.
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.
To Whom This May Concern, After my brand new floor became damaged, and I called National Floors Direct to come fix the floor, they wanted me to sign a waiver. After reading the waiver, I realized if I signed the waiver it would void my entire warranty. I then got into several disputes with the company, because I refused to sign this waiver, which would have let this company get away with installing faulty material. I never signed that waiver and they eventually came out to fix half the floor. Additionally, using environmental factors as a reason for a floor to be installed in-properly is not a good enough reason to not fix it. Your website clearly states vinyl planks can be installed in any room and your sales associate [redacted] told me this product would be not have any issues in the room that it was installed. The reality is the installer told me the product that they were using was very cheap, which was the reason I was having issues. This company has not been straight forward with me since the beginning and has ripped me off by selling me a defective product and is refusing to fix the floor. Additionally, when they came to fix the floor they only fixed half the floor when the remainder of the floor was also starting to have issues. Overall, this companies approach to get clients to sign off waivers to get away with selling them defective products is completely unfair and I should not have to go this far to try and get them to resolve an issue. Any other company that installed a faulty product would try and fix it knowing that this was completely their fault and their product should not have "environmental factors". I hope to try and find a resolve to this issue and have my newly installed floor either fixed or receive a refund due to it not adhering properly to the floor as it should.
Regards,
[redacted]
National Floors Direct sent a local installation manager to the home to inspect the installation and determine a mutually agreed upon course of action to remedy any issues.
I do realize that there were listed issues that were specifically spelled out, and I overlooked them. However, I have a copy of the purchase order, and it does more than mention the possiblity of removing both layers of previous linolium being ripped up and sub floor put in, if needed. Also, I have been trying to check out all aspects of the install, and have realized that I not only have, black to plates in certain areas, but some brown pieces as well, There is also 4 to 6 tiles lifting already, not to mention, the tile across the doorway to basement is lifting right off, my brother in law tripped and hit his head. I will provide pictures, of the brown/black toe plates, and the loose tiles. But I also would clarify the point regarding the moldings were NOT REPLACED, not one of them, but the one contractor that spoke a little english brought in a matching piece of multi-purpose reducer that matched the flooring perfectly, but just left a piece here, and said that he does not replace moldings in each doorway. They are bare. I am finding/noticing things daily, so I don't want to say I'm finished with issues, but I would like to ask, if it is legal when I asked the manager at NFD if these contractors were licensed and insured, and she assured me that they are both, but refused to provide a copy. I was told, and I quote, " it is not our policy to supply a copy of their license, unless something happens". I'm not a lawyer by any means, but I'm pretty sure that licenses should be provided for all projects? I'm try to send the pictures I took with my phone, and download to my computer, as soon as I get that done, I will forward the patch job of black/brown toe plates, along with no threshold moldings on all doorways.
Regards,
[redacted]
Revdex.com: I have read how National floors direct responded to my complaint. They are absolutlely incorrect about the estimates. It was THEIR AGENT that turned in the wrong information as I have copies of the estimates-he tried to pull a fast one. I contacted the Agent and told him my house was still under construction and wanted to post pone the installation several weeks before the date, the agent did not pass this information on to the office. On the day of the installation they called me and stated the product was not in and wanted to re-schedule and the girl was very rude (same girl I spoke about earlier), this is exactly how things went. They never gave me the 150.00 off for booking the appointment on line and the rude girl stated it's one or the other 150.00 off or 15%. They play games and I would never recommend them.
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]
Ms. [redacted]'s installation has been completed to her satisfaction. Further, management has connected with Ms. [redacted] to discuss her experience, offer apologies, and a price concession. We are sincerely sorry for the lack of communication stemming from the missed installation appointment and...
are very appreciative of Ms. [redacted]'s ultimate understanding of the situation and overall satisfaction with her new carpet.
This claim was denied and remains to be denied and is out of the warranty term.
As previously indicated, National Floors Direct is willing to send a company representative to address Mr. [redacted]'s padding issue and has already reached out to him to schedule a follow up visit.
We cannot offer this customer any refund whatsoever. They entered into a contract with us for the purchase amount. The time to discuss the price was prior to the installation, not two months after the floor was installed.
If this customer has not received the check we sent the second time then we will need another address to mail the check to because there is some type of problem with the address.
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].
I have reviewed my initial documentation and though it's true that I initialed #13 "disclaimer" shall we say, regarding that seams, in their words, "cannot be invisible", I should not have to tolerate the fact that the seams are the most noticeable feature of the carpeting. As I said in my letter to [redacted] (I have included an attachment of that e-mail) which I mailed on 2/16, 8 days after the installation, not over 2 weeks as was stated in NFD's response to my complaint w/the Revdex.com, the fact that the nap of the pieced carpeting is not going in the same direction as the larger piece of carpeting accentuates the seams to the point of being unacceptable. The seams would be acceptable if they had done that correctly. Regarding #18 on their list of acceptable damage I agreed to incur, the one that says that there will be nicks or scratches on walls or baseboards connotes that these should be minor. "Nicks" and "scratches" do not describe the gouges on every baseboard, above the carpet height and visible, caused by unnecessarily careless use of the blade used to cut the carpet. Every baseboard, every room that's carpeted. I'm not even seeking repairs for that issue. I am also NOT seeking to have my stairs recarpeted, even though they do not reach the edges of each stair so they're not tucked in at any of the stair treads' edges. I DID mail NFD to ask to whom I would mail photos of the lifting tiles and overly noticeable carpet seams on 2/21, (e-mail also attached) after I explained that I had no digital camera nor smart phone to take these pictures with at the time that I called NFD to make my complaint to which I received NO reply from anyone at NFD. I have since taken the photos with a friend's phone and have attached them here. So, I want my lifting tiles glued to the floor so they DON'T lift further, and I want the carpeting with the nap that's going the opposite direction from the rest of the carpeting in the room removed & replaced correctly so it doesn't look pieced together with the incredibly obvious seams. The vinyl tiles continue to lift at the seams in new spots DAILY.
Regards,
[redacted]