Total Music Centre

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] On 11/I received a response to complaint # [redacted] that I would be receiving a "full refund" from National Floors Direct As of this date 1/5/I have not received refund of my $deposit Regards, [redacted]

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 workerThe 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 screeningAll installation teams carry $1MM+ workman's compensation insurance and $1MM+ liability insurance policiesThis was communicated to the customer prior to installation

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] We were in fact told the installation would be completed two days later (Monday 3/27)At no point on 3/were we told any carpet was damagedWe were told they didn't have enough, and therefore would be back in two daysTwo days later, no call, no showCustomer service did not have any helpful information until days later when we were finally told about the "damaged" carpet, and the reason for the delayWhy did that take days? Finally rescheduled for days after original installation date and was told we would be first stop of the dayInstallation department called the day before to say we wouldn't be til the afternoon slot We now needed to reschedule again Finally finished days after the date we paid in full 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 resolvedSome thoughts even though this business has given me the full refundIt was very painful process to get my own money refunded even though I had requested to cancel the project the very next day and they cashed my check even afterThis business tried very hard to sell their product through with multiple calls, multiple people - to a degree of annoyance and frustrationTheir customer service was completely unhelpful and was constantly in denial of offering a refundThis business is very poor in its customer service and how they treat their customer and potential customersI am not sure why they would focus on such business practicesI hope this helps other people to make their call in order to do business with themShout out to Revdex.com - I don't think I would had received my refund If I had not opened up a case here

Ms [redacted] ordered the material on this product through our low price guaranteeAs a measure of good faith and in the interest of filling Ms [redacted] 's time frame requirements, the material was ordered & released immediately before Ms [redacted] produced the estimate paperwork that was relied on to calculate the low pricingOur price guarantee requires substantive proof of a competitor's written estimateThis was communicated to Ms [redacted] The terms of our pricing guarantee are very clearIt is not reasonable to rely on a customer's verbal representation of a competitor's pricingThe order was sold at a dramatic discount over our regular price under the premise that the customer would be producing a physical or digital copy of a quote that could substantiate our beating the priceMs [redacted] never produced any estimateMs [redacted] was never offered a refundThe special order materials were already released & paid for by NFDThe order cannot be canceledWe need substantive proof of the pricing she claims to have had prior to delivering any of the materials

National Floors Direct scheduled a service call with this client per the terms of our installation warranty prior to becoming aware of this complaintOur records indicate that the service call has already been completed

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, The customer is not aware of any "considerable discount" NFD is refering toThe total I was given was the total I was givenIt seemed like a good price with an additional $off the top if I signedThe "$1,700" number is the first time Im hearing of it, it is no where written, its pulled out of thin air "Can't honor a refund after install?" Of course they canIt should have been honored before installAnd the response at the end of their email offering to "re-figure" the price to charge me another $to recieve the $discount they promotedis an accurate reflection of the rude and bully-ish culture this company harborsThey ran an ad and didnt honor itThey admit that in their response, "that coupon cannot be combined with any other special offers"What special offer did they give or did I recieve, can they show me? [redacted]

Ms [redacted] purchased special order products for installation in her home, a special order carpet and a special order luxury vinyl floorOn 03/01/17, the scheduled installation date for both products, Ms [redacted] requested we reschedule the installation of the carpet because she did not have the funds available to pay the balanceNational Floors Direct rescheduled the installation to 04/01/17, at her request.On the same day, the vinyl flooring installation team arrived at her home to install the kitchen flooringUpon removal of the existing flooring, it became immediately clear that there were significant issues with the substrate in her homeAs evidenced by the photos, as many as layers of existing flooring needed to be removed from the space and a new sub floor needed to be installed before any new flooring could be safely installed in the spaceMs [redacted] requested we postpone the vinyl installation because she was unable to pay any additional money to complete the job to industry standardsThe purchase order Ms [redacted] signed clearly outlines her responsibility for additional material and labor arising from unforeseen circumstances, such as rotted or missing areas of sub-flooring hidden below the existing kitchen flooringNational Floors Direct cannot issue any refund to Ms [redacted] The amount she placed on deposit is significantly less than the cost of the special order materials purchased by National Floors Direct on Ms [redacted] 's behalfWe remain ready, willing, and able to install the special order materials she purchased

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 First of all, the window, you can absolutely finish itThere is aptx one foot in between the window and the stairsAnd even so if there is not enough room National floors can open the window and then finish the stairsThis is completely unacceptableIn regards to the padding I did look at my contract and saw that the padding installed was the padding I signed forWhat a sneak businessI made it very clear that because we have a dog and plan on having children the padding would have to be the kind of padding with film on the top, not the incredibly cheap paddingSo [redacted] quoted me for the job I asked for, then when it came time to sign he pulled as fast oneShame on me for not reading every single word of the contractSomething needs to be done hereThis company is a total scam if they do little sneaky things like what was just done to me Regards, [redacted]

National Floors Direct cannot offer Ms. [redacted] any refund 5 months after installation. Ms. [redacted] had carpet installed on 06/03/2017. At the completion of the installation, she signed off that the work was complete and excellent in several different categories. Ms. [redacted] called our customer service... line on 11/10/2017, and described that there were several areas of the carpet where she had pulled up the loops of her berber carpet. This is an issue considered by the manufacturer as locally caused damage and is not covered under the manufacturer's warranty or the installation warranty provided by National Floors Direct. Ms. [redacted] can submit photos to our installation email address ([email protected]) to be evaluated for a payable service if she is interested.

Good morning -Regarding previous filed complaint against National Floors Direct (# [redacted] ), we agreed to a resolution with the business for an inspection and repair of the damaged carpet that was installed (see email below) - After repeated phone calls to NFD we were finally able to schedule a time for an installer to come out and inspect the carpet. The damage to the carpet was deemed irreparable by the installer (see signed documents attached) and I was told it would need to be replaced. The installer actually had some of the carpet in his truck, however said it wasn't enough for the space needed. I contacted *** [redacted] at NFD Customer Service Manager immediately and prior to the installer leaving my home and he told me he would contact the installation department and get back to me. I have repeatedly called *** to schedule a replacement date with no luck and most recently on Monday August 28, 2017 he told me that NFD is NOT going to replace our damaged carpet and that they were going to again file a claim with the manufacturer (who apparently originally denied the claim) - he told me that scheduling the manufacturer to inspect the carpet could take several days or weeks - I have not heard from NFD since -I asked for this in writing (email) and he told me that Senior Management no longer wanted him communicating in email, only to confirm appointments. During a conversation with *** on 8/11 - a day that my husband stayed home only to call *** at 2:30 to find out he didn't confirm the appointment, he told me that if I contacted the BBB again "did I really think they'd come out and fix my carpet" - I have repeatedly been told by ***, when asked to speak to someone else "my boss doesn't want to speak to you" "there is no one else here to speak with I am the customer service manager" We paid $5,000 for carpet and in that in one area it was installed damaged - we would like it replaced and without any further delays and hassles of having to deal with We also feel that through this whole process we have been retaliated against for going to the BBB in the first place, with the lack of response to us and the repeated phone calls I've had to make.Our carpet was installed on Friday April 21, 2017 - It is September 1st.Please re-open our claim as we are not even close to satisfied with NFD's response to holding up what they agreed to with our initial resolution in July.Thank you, [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] . . 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] The response from NFD completely skips over the problemNFD scheduled an installation for "stone" colored carpet on April 8, NFD called on April 7, at 5:in the evening and cancelled the install for THE NEXT DAY (April 8, 2017) and also advised that they "would try to get out there Monday"They were told that Monday was not an optionWe were too day the woman that called to cancel the install that the material "didn't come in", I was told by our salesperson that the material did come in but that there were no "warm bodies to do the install" and then my husband was told by the manager (***) that the install was cancelled due to weatherThree different reasons for why they did not show up and refused to refund usI have filed a complaint with the Massachusetts Attorney General's Office, their consumer protection representative interviewed me and is moving forward on this caseNFD took $1,dollars from us and did no work! They had the wrong carpet, they cancelled the scheduled install and I was told by "***" that we would need to make ourselves available to them whenever they were available to do the install..what kind of customer service is that??? No, this response doe snot satisfy or resolve my issue with NFDA refund is the only resolution that willI will continue with my case via the AG's office and I will speak to the media, people should not be treated in this fashion just because a company is bigger and thinks they can bully customers out of money Regards, [redacted]

On 10/25/16, Ms [redacted] placed an order for special order carpet to be installed in her home on 11/08/The purchase order clearly states the method of final paymentOn 11/05/16, National Floors Direct's installation department spoke with Ms [redacted] by phone to confirm all installation procedures, including preparation of the installation space, installation arrival, and payment proceduresDuring this call, Ms [redacted] confirmed again that the final balance would be paid - per the terms of the purchase order - by cash or certified check.On 11/08/16, when National Floors Direct arrived to complete the installation as contracted, Ms [redacted] told the installation team that she did not have the payment and needed to switch the payment method to credit cardOur installation department explained that the payment method could not be changedMs [redacted] told the installation team she did not have the money and sent them away from the job siteNational Floors Direct cannot offer any refund to Ms [redacted] The value of the special order carpet exceeds the deposit amountNational Floors Direct remains ready, willing, and able, to complete the installation as contracted

National Floors Direct cannot offer Ms [redacted] any refund for the work that was completed in her homeMs [redacted] 's account of the events surrounding her recent carpet installation is not accuratePrior to the arrival of our carpet installation team, Ms [redacted] installed a vinyl floor in an adjacent area (either on her own or through some other floor-covering vendor or flooring installer)Whoever installed this vinyl flooring did not finish it properly; the "transition moldings," which would normally be used to "transition," from the vinyl flooring to the new carpet were not installedBased on how NFD's field representative set up this installation, NFD's carpet installation team was to tuck the new carpet into the properly installed new transition moldingsThe installer called his manager from the job-site and sent multiple photos to explain that Ms [redacted] wanted him to install the vinyl moldings that she left off of her vinyl installationUnder different circumstances NFD would have been happy to oblige the customerOur customer service agent tried to explain to Ms [redacted] that the installation team that was on-site to install her carpet is a "carpet mechanic," specializing only in the installation of carpetHe does not have the tools to properly install the transitions from the vinyl flooring that she left incomplete.NFD offered to install these moldings for Ms [redacted] at our cost, which would involve sending a different installation team that specializes in the installation of hard surface flooring to her home to install the moldingsMs [redacted] refusedNFD cannot offer any refund for not completing work that it was never contracted to install in the first placeHad the vinyl flooring in the adjacent space been properly installed, there would not have been any issue installing the carpet in the manner which our field representative outlined when he met with Ms [redacted] to initially discuss the project on 01/19/

Based on the customer's complaint and an assessment of the photos, National Floors Direct can schedule a service call to repair the work at Mr***'s homeWe require some additional photos that provide a wider view of the issues than what was submitted previously so we can determine the amount of material needed to address the issues in an efficient manner

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] National Floors Direct lied in their response! They measured wrong and they admitted, also the person they sent over to lay out the carpet know the fact 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] Regards, [redacted]

The "competitive estimate" submitted by Mr [redacted] does not in any way qualify for any 15% price guaranteeThe "quote" says right on it in big bold letters that the estimate is, "BASED ON CUSTOMER PROVIDED DIMENSIONS." We cannot beat a price quote for carpet installation that has not been professionally measuredIndependently of Revdex.com, National Floors Direct has agreed to issue Mr [redacted] a full refund

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. National Floors Direct's response is filled with inaccuracies. All of my conversations with them are recorded so I don't know why they are lying about what happened. They did not immediately send someone out to look at the issue. It took 7 phone calls from me before they finally agreed to send out an inspector. I mentioned to them on the second call that I wanted the rosin paper installed which is not a small repair. I also let them know if they were not willing to fix BOTH items that I wanted half of my money back before they even scheduled a time to repair the stairs. It was their representative, ***, who decided not to move forward with the repairs of the risers until he could figure out what to do about the rosin paper. Additionally, in their response they only refer to the issues with the risers and not the rosin paper which is the bigger issue. Here is the timeline of what happened. Again, all of my conversations with them are recorded: My wife originally called on March 29, which not recorded, to complain about the risers but was told nothing could be done. April 4, I called asking to speak to a manager about the risers. Melissa took my information and had me send a picture. She told me she would forward the picture and someone would reach out to me. April 6. Nobody had called me yet, so I called in and spoke with [redacted] . She said they won't send anyone out to look at them as I signed a contract that I would sand and paint and since I hadn't done that yet, they refused to help me. They had never given me the page I signed stating I would sand and paint so I was unaware of this. I let her know that the rosin paper that was to be installed per the purchase order was never installed and I wanted that installed as the salesman (Pierre) told me it would prevent the stairs from squeaking in the future. She said she would call me back later in the day. [redacted] told me rosin paper is only used for laminate floors and when I pushed back told me the contractor can change the purchase order at their discretion and that is why the rosin paper wasn't installed. I told her the contract doesn't state that which later proved to be true. April 7, I called and spoke with [redacted] who said she could only offer $50 for them not installing the rosin paper. I asked to speak to a manager and was transferred to [redacted] who then told me everything was installed properly and they wouldn't send anyone out to look at the issues. I let her know that no amount of sanding and painting will fix how poorly the risers were installed, but she said I had to do that per the contract. [redacted] also told me she had spoken to the installer who confirmed he didn't install rosin paper, but that the manufacturer's warranty would cover any squeaks for 30 years. She refused to send me a copy of the warranty though stating she would have to wait for another box of material to be opened before sending me one. It could be days, weeks, or months until that happened. April 11, I called back after sanding and painting the risers didn't fix the issue, and [redacted] demanded to see pictures before they would send anyone out to look at them. I sent her pictures and a video showing how poorly the risers still looked. She said she would have someone look at them and call me back. April 11, I returned a voicemail and spoke with [redacted] who told me after looking at the pictures there is nothing they could do for me. The would not send anyone out to look at them. I demanded to have someone come out and after putting me on hold she said they would send someone out to look at them. She said she would contact the installation department and get back to me. April 13, I called back as nobody had reached out to me yet. I spoke with [redacted] who stated nobody from the installation team ever responded to her. She said she would ask again. April 14, I spoke with [redacted] who set up an appointment for someone to look at the risers. She never told me this was the same person I needed to speak to about the rosin paper issue. A date for April 21 was set for the inspection. April 19, I returned a voicemail to [redacted] confirming the appointment for April 21 April 22, I spoke to [redacted] after [redacted] had been to my house. I let her know he immediately said the risers were done poorly which she read notes in my file stating that as well. Nothing had been set up to repair the risers at this point. While at my house, [redacted] gave me a copy of the warranty from the manufacturer which he got from their website (not from a box of material as [redacted] had told me). I called them and found out they would not cover squeaks in the floor as [redacted] had previously told me. When I told this to [redacted] , she said she could offer me $50. This is the first time I told her I wanted half my money back if they were not willing to install the rosin paper. I asked to speak to her manager after getting nowhere with her at which point she tells me ***, the man who came to my house, was her manager and the one to speak with about the rosin paper not being installed. She said he would call me. April 26, returned ***'s voicemail to me to go over the issues. April 27, left another message for [redacted] as he hadn't returned my call. April 28, left another message for [redacted] as he still hadn't returned my call. April 28, Finally spoke to ***. He went over the issue with the risers and suggested a fix for them. At this point we set up May 4 as a date to do the repair to the risers. I brought up the rosin paper issue and he said he didn't have any idea what I was talking about. Although I had let [redacted] know about the issue 22 days earlier and spoken to her multiple times, she either didn't tell him, or he lied to me about not knowing about it. I explained to him all the trouble I had even getting him to come out and how my contract said rosin paper would be installed but it wasn't installed. [redacted] said he couldn't give me half my money back and asked if I wanted them to rip up the floor to put the paper down and then reinstall the floor. I told him yes, that is what I originally asked for but [redacted] said it couldn't be done. He asked to cancel the May 4 date to resolve the issue with the risers, because it didn't make sense to do that if they were going to be ripping up the floors as well. He said he would call me the next day. May 2, I left a voicemail for [redacted] as he never called me like he said he would. May 3, I left another voicemail for [redacted] as he still hadn't called me back. May 3, [redacted] finally called me back. He asked to know what proof I had that the rosin paper wasn't installed. I let him know I had one picture that showed it, [redacted] had confirmed with the contractor it wasn't installed and told me on my recorded phone line, and that I would be willing to lift up a board or two in order to prove it. He said he couldn't give me half my money back but would give $300 and repair the risers if I signed a liability release. He said anything more than $300 they would redo the entire floor for the "principle of it". I told him I wanted the floors installed correctly and not the money. He said he would look into redoing them and call me later in the day. May 4, I left a voicemail for [redacted] as he didn't call me back the previous day like he said he would. May 5, I left another voicemail as he still hadn't called me. May 6, [redacted] finally called me and said he spoke to his representative at the manufacturer who said the rosin paper wasn't necessary. I told him it was in our contract so it was necessary regardless of what his representative may have told him. He then told me they would give me $300 or repair the risers but not both. When I told him that wasn't sufficient as they are not living up to their end of the contract, he told me I was crazy and hung up on me. As you can see, their response in sending someone out and addressing my issues were anything but immediate. Additionally their response to my BBB complaint only addresses the risers and not the issue of the rosin paper not being installed as promised by the salesman and contract I signed. They knew about my request for half my money back before the repair of the risers was even scheduled. Twice [redacted] had agreed to rip out the floors to put the paper down and then back tracked on our last call. They are clearly breaching their written contract that rosin paper would be installed. I have the contract which I can provide and any or all of the phone calls we had. Regards, [redacted] ***