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 # ***
During this disaster I have found reps from NFD to say anything to reject an argument (a symptom that they do this way too often)When that does not work the next step is to hide behind the fine print of their contractAt the end of the day, the only final response you get from NFD is 'you're not getting your money back' so your only choice is to kiss hard earned money away or cave in to themThere is no doubt in my mind that NFD is just the latest version of the same group of people who formerly operated under another entityIf put out of business again they will just re-open under another nameNFD needs to be exposed to save the public unnecessary anxiety due to their deceptive business practices
Regards,
*** ***

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 # ***
I have contacted customer service twice to request return of my deposit providing my correct address which is also documented on order number. I have yet to receive refund which is why I once again contacted the Revdex.com. Since speaking on the phone has not been successful I have followed up with a letter to customer service as well. I appreciate a timely refund
Regards,
*** ***

National Floors Direct has carefully reviewed Ms***'s account of her experience with our organization and has a great degree of familiarity with the content of Ms***'s complaintWhile several inaccuracies exist in her complaint, National Floors Direct remains committed to customer
satisfaction and would prefer to focus on providing a resolution that is favorable to Ms*** rather than waste her (or the Revdex.com's) time iterating the accurate chronology of our relationship with one another as it pertains to the carpet installation in question.In order to do this, we will need to first address the damage in the bathroom area that Ms*** has stated was caused by our installation teamOn 12/19/2014, Ms*** notified National Floors Direct by telephone and requested that we "repair the tile," in her bathroom, and "paint the entire bathroom," because of damage caused to those areas by our installation team while installing in the adjacent roomThe installation of her carpet was completed on 12/10/At that time, as she has not disputed in her account of the events, she signed off that the installation was completed to her satisfaction and that she fully inspected the areas and they were free of defect or damageWhile we acknowledge that the installation day for carpet or flooring can be hectic for customers, it is not reasonable that $worth of damage could occur in someone's home, in a room like a bathroom (commonly bathrooms are among the tightest quarters of a home - second only to a crawl space) which is used multiple times per day by multiple parties, and (nine) full days would elapse with no one taking noticeMs*** has yet to produce a single picture of the alleged damage despite several requests from our customer service department to do soEach such request ended with Ms*** verbally abusing National Floors Direct's customer service representatives and using vulgar and profane language before the call was disconnectedFurthermore, no damage to the bathroom area was detected during our on-site assessment of the installation on 01/06/2015.With respect to the tack strip issue in Ms***'s son's bedroom, both with the nails sticking up through the carpet and with the "carpet [not being] accurately connected to the tack strip around the border," National Floors Direct dispatched the same installer from the 01/06/inspection (since she was unwilling to submit photos or a claim form on her own) to execute a repair for herOur installer notified the office that he used a hammer to nail down the tack strip in the area were Ms*** indicated there was an issue to eliminate the possibility of anyone being poked by the tack strips under the carpetHe further indicated that there were no remaining issues whatsoever with the installation of the carpet.National Floors Direct cannot give Ms*** $(36% of her total flooring purchase) for damage that does not exist, besmirching her character or slandering her in any way (which has never and would never happen), or for "stress and chaos," stemming from her interactions with National Floors DirectNational Floors Direct cannot offer Ms*** any money back on her orderNational Floors Direct discounted the competitive estimate she submitted 15% below the "cash price" on the competitive estimate she submittedAdditionally, if had Ms*** adhered to the claims process at National Floors Direct, the experience surrounding addressing the issue with her tack strip would have been significantly less stressful for both partiesWe look forward to the opportunity to repair any remaining installation-related issues which are covered under warranty in Mr***'s home with the assistance of the National Floors Direct Claim Form and detailed pictures of the perceived issues and to resolving this complaint to her satisfaction

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 # ***
NationalFloors Direct wants me to spend an additional $to install subflooring before they can reinstall my floorI told them I don't want to spend anymore money on the floorAs it stands now there'snothing they can do for me, unless I pay for the subfloor I ask for my money back, the manager says there's no way he can do that
Regards,
*** ***

National Floors Direct installed carpet in bedrooms & closets in Ms***'s homeAt the completion of the installation, Ms*** signed a customer satisfaction checklist certifying that the work was excellent and that she inspected the space and it was free of any defect or damage
National Floors Direct cannot fix defective wood installed by another company.Simply walking on a hardwood floor that was just installed would not cause it to chip as Ms*** has describedIf it did, that is a problem to be remedied by the installer and/or manufacturer of the woodNational Floors Direct will not fix the faulty Bella Wood product for the contractor she hired to install it. There is nothing that could occur in the course of installing carpet by installers that would cause a board in the middle of a wood floor to chipThe board in question is not adjacent to any carpetNo carpet was cut or tucked to this boardNational Floors Direct cannot offer any repair on Mr***'s hardwood floorWe recommend Ms*** contact the contractor that installed the wood or the manufacturer of the wood to learn about their warranties

This issue was resolved with the customer outside of Revdex.com

National Floors Direct does not appreciate the allegations put forward by Mr***His assertion that we somehow forged his signature is baseless and wholly falseThat said, upon further review of his account, it looks like there is a discrepancy between the purchase order and the floor planThe notes on the representative's floor plan indicate that Mr*** negotiated away the 4th bedroom, but this was never noted on the purchase order. As such, National Floors Direct will honor its contractual obligations to Mr*** and install the additional room at no chargeNational Floors Direct will reach out to Mr*** ASAP to schedule the installation work

This customer has already received a full refund from National Floors DirectThe refund check was cashed by the customer

National Floors Direct has requested that Mr*** send proof of payment for the room that was omitted from the order and installed on his own several timesIn consideration of the tangible proof of payment he submitted, National Floors Direct can offer Mr*** $441.55, to close the complaint

National Floors Direct cannot offer Ms*** a refund but can - per the terms of our written purchase order agreement and warranty - offer her service under the warrantyIf there is a problem with the installation, we will fix it but we cannot give her a refund for a floor that is completely installedIf the check engine light comes on in your car a few thousand miles after you buy it, the manufacturer will not give you a refund and let you keep the carWe need to agree upon servicing the floor per the terms of the warranties provided in our agreement

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 # ***
NFD does not address the fact that I was not left with the two page Notice of Cancellation Form, which was the documentation needed to "cancel within a timely manner"I called, left messages and texted both the NFD representative during the day cancellation window AND called their corporate line and spoke to a representative who said he was "adding a note to my account" indicating I would like to cancelMy understanding is, it is illegal for National Floors Direct to (1) not leave the appropriate notice of cancellation form with me after signing the contract and; (2) to cash my deposit on the same day it was secured (versus waiting until the day cancellation window has expired) No such agreement was made after NFD refused to install the carpet I had agreed to with the Sales Representative and have a change order forFurther, in a conversation with "'***" from NFD, I was told because NFD was unable to secure the carpet at the agreed to price, they would be refunding me my depositThis is covered in the contract under section Delay/Unknown Conditions” - “In the event National determined that this Agreement can not be performed as intended by the parties due, for example, to incorrect pricing, unforeseen structural defects or pre-existing conditions to the Buyer’s property, National may cancel this Agreement within days of its execution, notify the buyer of such cancellation in writing and return all monies paid by the buyer.” Regards,
*** ***

On 12/04/2015, Ms*** signed an agreement with a National Floors Direct field representative for the laminate flooring & installation in the Living Room, Family Room, Kitchen, Bedrooms, Master Closet, and Landing, for $4,and left a $deposit by personal checkAt the time of sale, Ms*** agreed to pay the $4,balance with a certified check COD. On 12/05/2015, Ms*** called National Floors Direct to notify our customer service department that she did not have enough money to pay the COD for her orderShe asked if she could finance the balanceA finance application with an outside credit provider was processed and declined by the bank; her credit was not sufficient to cover the balance of the floorSince our installation team had already loaded out with the materials on her order, National's management agreed to dramatically discount the balance of the order to an amount Ms*** said she could afford, $3,This reduced amount was to be collected by certified check as well.On 12/07/2015, National Floors Direct's installation team notified National's installation manager that they had begun the installationDue to the distance from National Floors Direct's Massachusetts distribution facility the installation team stayed overnight 12/to 12/08/2015, in a local motel, so they could stay late and arrive early to complete the installation in as timely and efficient a manner as possible.On 12/08/2015, Ms*** signed a customer satisfaction checklist for the installation team marking the completion of the projectMs*** noted that the installation was completed by our installers to her satisfaction, that the installers cleaned the space after the install, that she reviewed the work with the installer, and that it was free of any damage or defect.On 12/15/2015, one full week after the installation was completed, National Floors Direct was notified that the final payment Ms*** was indeed not a certified check as contracted and that the check had been returned as by the bank as having a stop payment placed on itAt no point from the start of the installation on 12/07/2015, until 12/15/2015, did Ms. *** attempt to contact National Floors Direct to express ANY issues with the workmanship whatsoever. In the state of *** ***, where Ms*** lives, one is committing "theft of services," if, "[they] obtain services for which [they] know are available only for compensation by deception, threat, force, or any means designed to avoid the due payment therefor." Ms*** attempted to do exactly this by giving our installers "payment" with a check knowing that she had already placed a stop payment on it*** *** views this act as "Class A Felony Theft," because, "the value of the property or services exceeds $1,500.00." In *** ***, "a class A felony carries a maximum sentence of imprisonment of yearsA person who commits a class A felony also may face a fine - in addition to any civil penalty allowed by law." Needless to say, these actions are not taken lightly; not by the state of *** *** and not by National Floors DirectOnly now, for purposes of an attempt to publicly shame National Floors Direct has Ms*** concocted this elaborate and nonsensical story about her husband being the actual party that installed the laminate floorThat is absolute nonsense! National Floors Direct immediately contacted Ms*** to notify her that her actions were not acceptable and demanded immediate payment for the completed installation by certified fundsMs *** - having been made aware of the civil & criminal remedies available to National Floors Direct under *** *** state law - promptly sent full payment for her floorWe now consider the matter closed

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 # ***.
Not only was it an inferior product but the other price that I received from *** *** was a superior product and at the same priceNational floors direct was sent the copy of the invoice from the competitor and insisted that their *** laminate product was superior to an actual 3/8" thick hard wood floorThe installers that came to the house even proposed to install the same product at a cheaper priceThey failed to meet their advertised promise to "meet or beat a competitor's price or it's free" which is advertisingI have the supporting documents, pictures and pricing of their floor vs the one that I eventually had installed and the threatening voicemails that I have saved from their sales and customer services representativeI am more than willing and prepared to pursue this through small claims court and the attorney general's office if my refund is not returned
Regards,
*** ***

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 # ***
Regards,
*** ***

This refund has already been issued to the customer twice now If the customer has not received it yet than we can attempt to send it to another address if they customer wants

National Floors Direct cannot issue Ms*** any refund for the carpet installed in her homeNational Floors Direct takes every effort to disclose common installation-related issues to its customers prior to installationWith respect to the issue with Ms***'s wall base molding, National
Floors Direct attempted throughout the course of dozens of phone calls from Ms*** to refer her to the "pre-installation checklist," document signed, initialed, and accepted by *** ***.Line item 18, initialed ** by *** ***, states, "there will be nicks and / or scratches on walls and baseboardsNeither NFD nor the installer can be responsible for scoring of walls and baseboards since carpet must be cut & tucked." This is especially true in an installation where the wall base moldings have been freshly painted or stainedThis is a part of carpet installation, which is why this potential issue is disclosed in writing to every customer & acceptance is confirmed by way of each customer initi***ng the line item and signing the "pre-installation checklist," prior to installationThe backing of carpet is very rough, which helps the product perform in harsh conditionsThis rough backing will scratch or mar any wall or base boardIn order to install the carpet properly, the carper must be lipped up the wall several inches around the perimeter of the space and then cut, stretched, and tucked several times to ensure the best possible long-term installation. With respect to Ms***'s price guarantee claim, there was no written estimate presented to our field representative at the time the discounted pricing was agreed upon at Ms***'s homeSeveral days after the installation was complete, Ms*** called National Floors Direct from the carpet department at a local *** and tried to have the *** salesperson offer an incomplete in-store price estimate to National Floors Direct's customer service department in an effort to somehow get back a portion of the purchase price for which she contracted the installationNeedless to say, those efforts were unsuccessfulAn in-store estimate from a competitor where no measurements were taken does not qu***fy for our price guaranteeLikewise, we cannot offer the price guarantee after an installation has already been completed

Revdex.com:They still fail to say why the sent me my paperwork AFTER the warranty had expired, even though I asked for it month prior
Regards,
*** ***

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 # ***
I do
not accept National Floor Direct's response because our complaint is that we were lied to by the salesperson, *** ***, who told us we did nothave to remove our toilets in order to have our floor installed. *** *** told us the installers would get the tile under the toilets as far as possible and it was optional for us to remove them. When the installers got here, they said they could not do the work until we removed the toilets. I called *** at NFD and asked for our deposit back. *** from NFD indicated it stated in the supplement to the contract (attached) that it states we had to remove our toilets, which it does not. It only says NFD does not remove toilets, not that we HAD to remove them. I asked for our deposit back before NFD did the work, and *** said there was "no way" we would get our money back and said that if we did not proceed with the work that we would forfeit our deposit. We were therefore forced to hire a plumber and proceed with the work after we were lied to, otherwise we would lose our deposit. We would not have had this work done had we been told the truth. This is deception and coercion. NFD should have to reimburse us for our additional costs that NFD forced us to incur.PS. The carpet installers did not do a good job. There are uneven places where the padding has not been installed correctly, and the rug doesn't even reach the wall in some places. Regards,
*** ***

National Floors Direct cannot offer Ms*** any refund for here order (Ms*** is not a party to our agreement with Ms***)The only remedy available for any perceived issue with her installation is service under our warranty.We have been responsive in scheduling repair service
immediately for this customer but we are unable to offer any other solution than service under our warranty

I continue to challenge that the carpeting can not be installed to "industry standards" with the railings in place. The last two installations were performed with the railings in place. The installation team that came out were fully prepared to install the carpeting but deferred due to inclement weather, NOT, because of the railings. Once again in my discussion with salesperson *** T, I specifically asked whether the railings needed to be removed, he assured me they did not. NO WHERE in the contract does it specifically ADDRESS railings be removed. I request that an installation team different from the team that came on October 9th install my carpeting as soon as possible. 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 # ***.
Regards,
*** ***