National Floors Direct was contracted to install hardwood flooring on the stairs at Ms. [redacted]'s home. As with any highly-customized and labor-intensive installation project, it is not unreasonable for unforeseen issues to sometimes come about as they did with her installation. After the existing...
carpet had been removed from the stairs, it became clear to the installer that additional materials were needed to complete the new hardwood stair project in a manner consistent with industry standards. At that time, Ms. [redacted] was unwilling to pay any additional money to have the work completed properly.Subsequent to that visit, our customer service team offered the additional materials at no additional cost. Ms. [redacted] is a previous client of National Floors Direct, and a good faith offer to include the materials - 30% of the total cost of the order - was extended to her. She refused. National Floors Direct can renew this offer to complete the work or offer a full refund to Ms. [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.
Can you please explain your definition of excessive moisture either in terms of ambient humidity percentage, grains or other psychometric measurement so that I can understand what standard you are using to define "excessive". After you have defined it can you also explain how, without visiting the site you can determine that moisture is the underlying cause of the issue?
Regards,
[redacted]
National Floors Direct has always proudly stood behind its 15% or it's free price guarantee and will continue to do so. Unfortunately, Ms. [redacted]'s order did not qualify for the full 15% low price guarantee because she failed to provide the proper documentation to substantiate the competitive...
pricing she received from the competitor. The pricing from National Floors Direct was still lower than what she alleged to have received from the competitor.After ultimately agreeing to an installation date, National Floors Direct cut the carpet custom to her job size and scheduled delivery. On the day of installation, Ms. [redacted] refused to accept delivery unless National Floors Direct agreed to reduce the price. This is the last communication she had with our company. National Floors Direct has fulfilled all of its obligations to this customer since this order was written. Ms. [redacted] has refused to hold up her end of the agreement since inception.All of that said, National Floors Direct is willing to waive its restocking fee associated with this order and refund Ms. [redacted]'s deposit as yet another good faith effort to satisfy this customer.
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. Our complaint and request for correction to the install was made months prior to the expiration of the install. The company delayed the determination until after the warranty period. This is the complaint. They would not send a representative to look at the floor when we first contacted them and sent a form for completion. We sent the form with photos. I had to follow up with them due to a lack of response (they said they had just finished with the form though weeks had lapsed). They indicated they wanted more photos. We took more photos and sent them in promptly. Again I had to follow up with them and that is when they told me that they had just finished reviewing the claim and it was denied due to the warranty expiration. This was again after a lapse in reviewing the 2nd set of photos and again due to no response I had to follow up with them. When I spoke to Customer Service, the told me the claim had 'just' been denied and there was nothing they could do. I asked for a manager, and was told there is no manager. I asked for the corporate address and I was told there was no corporate address. I asked customer service to contact claims and I was told they had no way to contact claims. I called claims and was told that the claim was denied and there was nothing they could do. Again, the claim for repair of the installation was made well in advance of the warranty period expiration date. Please help with this if you can. ?
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 am rejecting this complaint because I have been told numerous times that a new check is being sent out and it never is (which I still have yet to receive this new check). I am also very upset because I called last week to try to speak to "[redacted]" again and was told that there is no one in the company named [redacted], the last contacts I spoke with was Samantha and Sandra, never did I speak with a [redacted]. I specifically asked one of these ladies what their name was and how to spell it, and I was told with an "I" not a "Y" at the end of [redacted]... this leads me to believe they have no intention of sending me a check. I also was told that a supervisor would be contacting me shortly... it is now 4 days later and still I have not heard from a supervisor. I tried calling to speak to one and was hung up on (this was on Friday 10/17/2014 when I had called again to speak to a supervisor). I contacted my Sales Person [redacted] who has informed me that he no longer is with the company, he provided me with [redacted] cell phone number (this is the owner) along with the owners father Mr. [redacted] (Mr. [redacted] is also an owner of the company). I have tried contacting both and seem to be getting no where. I do not accept this resolution because it is not a resolution and National Floors Direct has been playing this game for quite some time with me and I do not accept this, I would like proof that a check has been sent out with providing me a Check #, Check Date along with the bank that the funds are drawn off of so that I may contact the bank myself. I would also like someone from the accounting department to maybe send this check out "FedEx" since clearly they are having issues with mail.]
Regards,
[redacted]
National Floors Direct installed flooring in Mr. [redacted]' home on 06/27/2016. On 08/21/2016, Mr. [redacted] forwarded photos of an issue he is experiencing with the flooring. The following day, 08/22/2016 (3 days before Mr. [redacted] filed this complaint), a representative from our installation department...
contacted Mr. [redacted] to schedule repair work. There is currently material on order to remedy the issues and there is a service call scheduled for Tuesday, 09/06/2016.This issue was handled immediately. Mr. [redacted] is certainly not receiving the run around by any stretch. National Floors Direct did not hear from Mr. [redacted] for almost 2 months after his installation. As soon as we were made aware of the issue, an immediate remedy was proposed and accepted. We will continue to service the floor as planned.
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.
Can this check be sent UPS to ensure it arrives here as the previous one didn'tAlso, can we confirm address check is being sent to
Regards,
[redacted]
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 manager did indeed call me to allow me to reschedule installation for 6/18. Yes, the restocking fee has been waived but that should be a non-issue since I followed their contract with giving them 72 hours notice. I have been assured by [redacted] that I will also not lose my $100.00 deposit. I do stress that they take a look at their employees and to ensure that they are very educated with their contract instead of giving out incorrect information. It is a shame that a customer would need to take it to this level when the customer did follow the contract as stated.
Regards,
[redacted]
National Floors Direct was contracted to install hardwood flooring on the stairs at Ms. [redacted]'s home. As with any highly-customized and labor-intensive installation project, it is not unreasonable for unforeseen issues to sometimes come about as they did with her installation. After the existing...
carpet had been removed from the stairs, it became clear to the installer that additional materials were needed to complete the new hardwood stair project in a manner consistent with industry standards. At that time, Ms. [redacted] was unwilling to pay any additional money to have the work completed properly.Subsequent to that visit, our customer service team offered the additional materials at no additional cost. Ms. [redacted] is a previous client of National Floors Direct, and a good faith offer to include the materials - 30% of the total cost of the order - was extended to her. She refused. National Floors Direct can renew this offer to complete the work or offer a full refund to Ms. [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.
Can you please explain your definition of excessive moisture either in terms of ambient humidity percentage, grains or other psychometric measurement so that I can understand what standard you are using to define "excessive". After you have defined it can you also explain how, without visiting the site you can determine that moisture is the underlying cause of the issue?
Regards,
[redacted]
National Floors Direct has always proudly stood behind its 15% or it's free price guarantee and will continue to do so. Unfortunately, Ms. [redacted]'s order did not qualify for the full 15% low price guarantee because she failed to provide the proper documentation to substantiate the competitive...
pricing she received from the competitor. The pricing from National Floors Direct was still lower than what she alleged to have received from the competitor.After ultimately agreeing to an installation date, National Floors Direct cut the carpet custom to her job size and scheduled delivery. On the day of installation, Ms. [redacted] refused to accept delivery unless National Floors Direct agreed to reduce the price. This is the last communication she had with our company. National Floors Direct has fulfilled all of its obligations to this customer since this order was written. Ms. [redacted] has refused to hold up her end of the agreement since inception.All of that said, National Floors Direct is willing to waive its restocking fee associated with this order and refund Ms. [redacted]'s deposit as yet another good faith effort to satisfy this customer.
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. Our complaint and request for correction to the install was made months prior to the expiration of the install. The company delayed the determination until after the warranty period. This is the complaint. They would not send a representative to look at the floor when we first contacted them and sent a form for completion. We sent the form with photos. I had to follow up with them due to a lack of response (they said they had just finished with the form though weeks had lapsed). They indicated they wanted more photos. We took more photos and sent them in promptly. Again I had to follow up with them and that is when they told me that they had just finished reviewing the claim and it was denied due to the warranty expiration. This was again after a lapse in reviewing the 2nd set of photos and again due to no response I had to follow up with them. When I spoke to Customer Service, the told me the claim had 'just' been denied and there was nothing they could do. I asked for a manager, and was told there is no manager. I asked for the corporate address and I was told there was no corporate address. I asked customer service to contact claims and I was told they had no way to contact claims. I called claims and was told that the claim was denied and there was nothing they could do. Again, the claim for repair of the installation was made well in advance of the warranty period expiration date. Please help with this if you can. ?
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 am rejecting this complaint because I have been told numerous times that a new check is being sent out and it never is (which I still have yet to receive this new check). I am also very upset because I called last week to try to speak to "[redacted]" again and was told that there is no one in the company named [redacted], the last contacts I spoke with was Samantha and Sandra, never did I speak with a [redacted]. I specifically asked one of these ladies what their name was and how to spell it, and I was told with an "I" not a "Y" at the end of [redacted]... this leads me to believe they have no intention of sending me a check. I also was told that a supervisor would be contacting me shortly... it is now 4 days later and still I have not heard from a supervisor. I tried calling to speak to one and was hung up on (this was on Friday 10/17/2014 when I had called again to speak to a supervisor). I contacted my Sales Person [redacted] who has informed me that he no longer is with the company, he provided me with [redacted] cell phone number (this is the owner) along with the owners father Mr. [redacted] (Mr. [redacted] is also an owner of the company). I have tried contacting both and seem to be getting no where. I do not accept this resolution because it is not a resolution and National Floors Direct has been playing this game for quite some time with me and I do not accept this, I would like proof that a check has been sent out with providing me a Check #, Check Date along with the bank that the funds are drawn off of so that I may contact the bank myself. I would also like someone from the accounting department to maybe send this check out "FedEx" since clearly they are having issues with mail.]
Regards,
[redacted]
National Floors Direct installed flooring in Mr. [redacted]' home on 06/27/2016. On 08/21/2016, Mr. [redacted] forwarded photos of an issue he is experiencing with the flooring. The following day, 08/22/2016 (3 days before Mr. [redacted] filed this complaint), a representative from our installation department...
contacted Mr. [redacted] to schedule repair work. There is currently material on order to remedy the issues and there is a service call scheduled for Tuesday, 09/06/2016.This issue was handled immediately. Mr. [redacted] is certainly not receiving the run around by any stretch. National Floors Direct did not hear from Mr. [redacted] for almost 2 months after his installation. As soon as we were made aware of the issue, an immediate remedy was proposed and accepted. We will continue to service the floor as planned.
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.
Can this check be sent UPS to ensure it arrives here as the previous one didn'tAlso, can we confirm address check is being sent to
Regards,
[redacted]
We have sent this customer a new refund check via US mail. He should be receiving it shortly. We are very sorry for the delay.
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 manager did indeed call me to allow me to reschedule installation for 6/18. Yes, the restocking fee has been waived but that should be a non-issue since I followed their contract with giving them 72 hours notice. I have been assured by [redacted] that I will also not lose my $100.00 deposit. I do stress that they take a look at their employees and to ensure that they are very educated with their contract instead of giving out incorrect information. It is a shame that a customer would need to take it to this level when the customer did follow the contract as stated.
Regards,
[redacted]