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/ Once again we are very sorry about the problems
Ms [redacted] made no mention of attempting to change the terms of payment during the confirmation calls leading up to the installation, during the call on the morning of the installation, or while the installation team was on siteThere was another person at the installation - not a party to the agreement - that refused to payMs [redacted] consented again to the payment terms while on the phone with our cus***er service department but the party on-site refused.National Floors Direct remains ready, willing, and able, to deliver the order per the terms of the agreement with Ms [redacted] , but we cannot offer any refund at this time
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
The first time this problem was reported to us is was months after the installation Regardless if it was one month or 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 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 belowOur 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 complaintThey 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 belowThe 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] ***
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 contactIn 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 $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]
Unfortunately we cannot issue this customer a refund They canceled their transaction after the three day cancellation periodShould they chose to go ahead with their order they will have a company credit for the $ Once again we cannot cancel and refund an order that is canceled past the three day period
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 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 "***" again and was told that there is no one in the company named ***, the last contacts I spoke with was Samantha and Sandra, never did I speak with a ***. 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 ***... 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]
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
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/" in thickness and to be much more luxurious than the carpet being replacedThe 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/" thick, specifically stating that measurement each time The actual pad used is 1/" 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]
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
National Floors Direct was contracted to install hardwood flooring on the stairs at Ms [redacted] 's homeAs 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 installationAfter 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 standardsAt 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 costMs [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 herShe refusedNational Floors Direct can renew this offer to complete the work or offer a full refund to Ms [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
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/ Once again we are very sorry about the problems
This claim was denied and remains to be denied and is out of the warranty term
Ms [redacted] made no mention of attempting to change the terms of payment during the confirmation calls leading up to the installation, during the call on the morning of the installation, or while the installation team was on siteThere was another person at the installation - not a party to the agreement - that refused to payMs [redacted] consented again to the payment terms while on the phone with our cus***er service department but the party on-site refused.National Floors Direct remains ready, willing, and able, to deliver the order per the terms of the agreement with Ms [redacted] , but we cannot offer any refund at this time
This customer is past the one year installation warranty and we cannot service the floor past the expiration of the one year warranty term
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
The first time this problem was reported to us is was months after the installation Regardless if it was one month or 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 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowOur 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 complaintThey 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 belowThe 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] ***
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 contactIn 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 $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]
Unfortunately we cannot issue this customer a refund They canceled their transaction after the three day cancellation periodShould they chose to go ahead with their order they will have a company credit for the $ Once again we cannot cancel and refund an order that is canceled past the three day period
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 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 "***" again and was told that there is no one in the company named ***, the last contacts I spoke with was Samantha and Sandra, never did I speak with a ***. 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 ***... 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]
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
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/" in thickness and to be much more luxurious than the carpet being replacedThe 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/" thick, specifically stating that measurement each time The actual pad used is 1/" 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]
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
We will be issuing this customer a new refund via us mail The customer will have it shortly
National Floors Direct was contracted to install hardwood flooring on the stairs at Ms [redacted] 's homeAs 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 installationAfter 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 standardsAt 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 costMs [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 herShe refusedNational Floors Direct can renew this offer to complete the work or offer a full refund to Ms [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