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] . 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] ***

On January 3, 2017, National Floors Direct inspected Ms***'s flooring installationSubsequent to that visit, the special-order materials were ordered and have been received into our Connecticut installation depotOur office has attempted to schedule a repair service with Ms [redacted] without successWe will continue to attempt to contact Ms [redacted] to schedule the repair service

National Floors Direct will connect with Ms [redacted] immediately to clarify and resolve the issue with the partial refund

National Floors Direct cannot offer Ms [redacted] a refund of her deposit nor can we offer her any compensation for lost wagesThe carpet she ordered was delivered to her home as promised on the day for which she contractedAt the time of installation, a defect in the carpet - which was still in the special order wrapping shipped directly from the manufacturer, [redacted] Industries - was identifiedIt was determined by the installation professional on-site that it was in the best interest of both parties to re-order a whole new roll of carpet from [redacted] .The replacement carpet has since been received and we remain ready, willing, and able to complete the installationWe apologize for the unforeseen delay but have acted in good faith and in accordance with the guidelines set forth in the written purchase order agreement with Ms [redacted] and in the agreed-upon order supplementsWe cannot cancel the order for the special order materials

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. [If you are rejecting the business's response please enter your rejection comments here.]The business (NFD) gave me an invoice for $13753.00 Out of which I gave them a check (Bank Of America Check #***) for $3753.13 which has been cashed. The rest was being paid through financing by GE for $10,000.00 which has already been charged to the credit card and the payment has been sent to the business (NFD). When I signed the agreement, it was for the entire job of putting hardwood in 4 bedrooms, hallway, family room and a flight of stairs. There was no breakup in the cost. The business never made me aware as to what it would cost me to do the stairs. Now that we have a dispute over the stairs the business is telling me that I did not "did not pay for stair parts, he paid for plank and nosing steps" . Also they are quoting amounts for the stairs which were never in the agreement. The quotes given to me by other contractors to do the stairs is much higher than the refund which is being offered to me by the business(NFD). As the job remains incomplete and the credit card was charged one amount of $10,000, I had no option but to dispute the entire charge. If the business had in fact split the charges between stairs and flooring, I would have just disputed the cost to put the stairs. Again I have disputed the charge and not put a STOP ON THE PAYMENT as the business wrongly quotes in the reply. Regards, [redacted] %3

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] When I first contacted the business they have told me about my floor but wasn't able to fix the problemTheir solution was for me to hire another contracterWhich didn't make any sense to me for me to hire someone else to do the job and call them back to finish itI have called them and try to reason with them to put the money from the kitchen floors towards the carpet every time I suggested it someone always say I'll call you back and never return the callAt this moment I reviewed my contract and no where on the contract states I can't receive a refundAll I'm asking is for my money back and I won't deal with this company again 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. The installation was delayed 48 hours (not 24 hours). The apology from Daniel Rosenberg was possibly the least sincere apology I have ever received. Do not agree that $50 is a "reasonable resolution" (in fact it was an insult) for two days of my time. The workmanship was terrible (seams now showing), stairs were not completed as ordered (Hollywood) and clean up in staging area never done as requested (left driveway a disaster). The installers were aware we slept in backyard but obviously the communication between office and subcontractors is not great. Would never threaten anyone. Just want fair resolution. 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] I spoke to [redacted] Ali on January 9th and was told she would send out contractors to fix the moldings and the chip, hence the reason she would order the materialsI followed up with an email to confirm the details the same day in which she replied that she was unable to tell me what date the contractor would come in and fix it but she is in the process of ordering the materialsI explained the issue with the moldings AND the planks had a scratch/chipping on it which I submitted proof of numerous times with picturesNo one ever came to my residence on January 21, or after they installed my floors in December National Floors did not notify me or set a specific date for the contractors to come to fix the issue and no one came to my residence on the date they indicated in their responseEvery time I call to check on the status of someone coming to fix the issue, I am told different excuses such as they are busy or the materials haven't arrived, even though it takes less than weeks to get the order inI would like National Floors to come to my residence and fix the moldings and the chip OR offer me a reasonable and sufficient discount Regards, [redacted] ***

National Floors Direct installed flooring in Mr***' home on 06/27/On 08/21/2016, Mr [redacted] forwarded photos of an issue he is experiencing with the flooringThe following day, 08/22/(days before Mr [redacted] filed this complaint), a representative from our installation department contacted Mr [redacted] to schedule repair workThere 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 immediatelyMr [redacted] is certainly not receiving the run around by any stretchNational Floors Direct did not hear from Mr [redacted] for almost months after his installationAs soon as we were made aware of the issue, an immediate remedy was proposed and acceptedWe will continue to service the floor as planned

National Floors Direct cannot offer Mr [redacted] a refund of the flooring installed in his homeThe material and installation are covered by warrantiesIf there is a problem with the installation, National Floors Direct will fix it per the terms of the installation warrantyA full refund is not a remedy under the warranty

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 did give them a deposit I paid them in Full they have $ and have not done any workI did not call them to postpone the service I called to cancelWhat is my next step? [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 alarm wire was damaged when the installer, hired by National Floors installed the floor The Alarm company had to remove the baseboard to get to the wire and advised me as such As to the floor, There had been water damage in the winter of The prior flooring was removed by [redacted] who put drying equipment on the floor National Floors was advised of this and put down the flooring that we ordered The "waiveness they are referring to, are a few corners of some of the boards that are higher then the rest of the boards This is not caused by moisture but is a defect in the boards It is not even in the area where the water damage occurred They have never even sent anyone out to look at the situation In addition, three are scratches and marring in the floor which is below the surface A request was made for a copy of the materials order as 1/round molding was to be inserted and never was I do not know if the salesman did not place it on his request for materials, or if National Floors did not give the materials to the installer, etc There is a guarantee/warranty on the floor They, at the very least should have sent someone to look at the situation Regards, [redacted]

Ms [redacted] 's account of the evens surrounding this installation is not accurateNational Floors Direct cannot offer her any refundOur customer service team has been attempting to contact Ms [redacted] since the initial installation date of 10/19, to correct the issues with the installationWe remain ready, willing, and able to address any and all issues with the installation, but cannot offer her the order for free

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 Please be advised that as of this date we have not received a reimbursement check to settle this complaintRegards, [redacted] And [redacted]

National Floors Direct cannot offer Mr [redacted] a refund of his depositThe cancellation period on the order has expiredMr [redacted] rescheduled his installation once and National Floors Direct rescheduled his installation onceOn the final agreed upon installation date, Mr [redacted] refused to accept delivery of the carpet

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]

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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 received a call from NFD on 8/23 regarding the installation that had been scheduled (but cancelled by NFD by [redacted] on 8/17 after talking with me). When I spoke with the woman from NFD she stated she calling to confirm the 8/30 appt. I explained to her the situation regarding the $200 additional fee and what happened the previous week. I told her I had contacted the BBB and the Attorney General regarding NFD bad practices. She said they waived the $200 and would be here on 8/30. Upon arrival the installers wanted the remaining payment before starting the installation. I showed them the money order (not made out to them yet) for the balance owed. They had to contact NFD because they are instructed not to start work until they have payment. Who pays for work not done??? I had yet another argument with NFD regarding this, ended up giving the un-made out/signed money order to the installers for them to do the work. I believe this is a ridiculous process. The installers where helpful, did a wonder job and did complete the job on 8/30. I would never say NFD did the a good job. NFD called the next day asking how it went. Well I told them it was completed. Installer were great. But I would never use NFD again, nor would I have any one I know use them.. End of story. Thanks for you help. 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] ***

National Floors Direct cannot offer Mr [redacted] a refund of any portion of his flooring purchaseThe installation was completed in a timely manner consistent with the expectations set by our installation appointment centerAt the completion of the installation, Mr [redacted] signed off that the job was completed to his satisfaction that the team was punctual, professional, clean, courteous, and attentive to detailsAt no point during the installation did Mr [redacted] express any issues whatsoever with the timeliness or professionalism of the installation teamdays after the installation was completed, Mr [redacted] called National Floors Direct to say he felt the installers arrived too late and that he would be complaining to Revdex.com if we did not give him moneyNational Floors Direct was unable to give him any money but did offer Mr [redacted] a coupon that he can use toward his next purchase