Total Music Centre

Revdex.com:National Floors Direct only just completed the repair on Wednesday September 14, 2016. This went far longer than it should have to get it resolved. I will never do business with these shady people again and I will spread the word. This closes complaint #***
Regards,
*** ***

Independently of Revdex.com, National Floors Direct will address any and all installation related issues for Ms*** and all of its customersIf Ms*** wants to initiate an installation claim, she can contact our main office at (*** ***, to discuss how to do soThat said, we will not take responsibility for ripping up existing carpet that is on the contract to rip up and disposeIt is not reasonable to think that existing carpet can be removed and re-installed in another area of one's homeUsed carpet is not suitable for installation a second time

National Floors Direct completed the repair work on their original ticket in JanuaryWe have not received any calls from the customer since the repair.As a measure of good faith, National Floors Direct will reach out to the customer right away to review any ongoing issues they may be experiencing with the installation and offer one additional repair attempt

Prior to receipt of this complaint, National Floors Direct already communicated to Ms*** that she would receive a full refund of her deposit

National Floors Direct cannot offer a carpet replacement for Mr***'s stairsAs the photo of his home (as well as all of the records on the materials installed in his home from the manufacturer of the carpet) indicates, the stair carpet is the same exact color as the flat areasThe carpet is
from the same rollMr***'s perception that there is a color variation is not correct

National Floors Direct responded immediately to the customer's concerns and sent an installation technician to her home to address any issuesMr*** became violent with the installation team, threatened serious physical harm to them, and tore up their installation paperworkPolice were dispatched to the home. National Floors Direct is willing to offer ONE more repair appointment if Mr*** is willing to act civilly and courteously to the installation teamThese are human beings, representatives of our company, and skilled laborersNational Floors Direct will not tolerate them being treated in the manner that Mr*** has treated our installation teams previously

As explained in our previous response, National Floors Direct cannot offer Ms*** any compensation for removing the existing carpet in the installation space from her homeThere are no notes on any of the pages of order documents submitted by our sales representative regarding the company attempting to save or in any way re-use existing carpetCarpet is not a product that can be installed more than onceWith no notes or direction, it is not reasonable to think that we would be removing carpet for the purposes of re-installing it else where or leaving it for someone else to install100% of the carpet we remove from homes is recycled or placed in the trash depending on the fiber typeFurther, a 20' x 30' area of carpet is made up of at least very large, heavy pieces of carpetAn installer couldn't take up that much carpet as one piece even if he wanted to.At the completion of her installation, Ms*** signed off on our customer satisfaction checklist indicating that the job was completed to her satisfactionWe have no record of any calls from Ms*** regarding the installation since the work was completed on 07/If there are installation-related problems or questions regarding the installation of her carpet, our customer service department can be reached 24/at *** ***We will gladly address any installation issues with her carpet

As written previously..MsMarcelo's description of the events surrounding the many installation attempts for her order is false."National Floors Direct cannot offer Ms*** any refundShe placed an order for carpet on 10/30/2017, for carpet installation and re-scheduled the installation (FIVE) times on the day prior or the day of installation each timeOn the final day, 12/06/2017, when our installation team arrived at her home, Ms*** told the custoemr service team that she did not have the money to pay the balance of the orderIf Ms*** would like to schedule a new installation date, she will need to contact our office to make special arrangements but she is not entitled to any refund."

Carpet cannot be installed without these tack stripsWe have installed hundreds of thousands of custom stair installationsMany thousands with this specific product - which is exactly with the customer selected at the time of saleIt is not reasonable that the customer is walking all over the tack stripsThe installer hammered down many of the tacks in the tack strips on the customer's carpet. If we hammer down all of the tacks, the carpet will fall off the stairs - the carpet is stretched over these tacks, this is how it's kept in placeWe do not have any solution here other than for the customer to use traffic patterns when walking up and down the stairs

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 # ***Please add your rejection comments below.
With regard to NFD's comments about the "improperly installed" vinyl flooring, I want to make clear that the vinyl flooring was perfectly installed At that point in time, we had not yet installed any transitions or moldings but the floor itself was fine We were not ready to install moldings yet, as I was still deciding how I wanted to finish the floor But the important point to note here is that the vinyl flooring was installed starting on the opposite side of the room from the carpet and finished in the center of the room It was very easy to remove several rows of vinyl flooring in order to make space for the carpet company to finish the installation of the carpet - as I was promised When I met with *** ***, the field sales representative, he took ample notice of the cement flooring We discussed NFD installing the vinyl flooring as well, but I refused to sign a contract with NFD on that project because of the egregious price quote I received I was very clear with Mr*** - because we were going in a different direction on the vinyl flooring, I did not know when the vinyl installation would occur *** suggested that we might want to install the vinyl first, but he understood that we may choose to install the carpet BEFORE installation of the vinyl flooring occurred The point being -- and as I very clearly demonstrated to the carpet installers -- we removed a significant portion of the vinyl flooring in the vicinity of the edge of the carpet so the carpet installers could perform whatever measures needed to secure the rug to the concrete flooring At no time did I order or even ask the installers to install the vinyl moldings we had purchased Quite the contrary The installer offered to install moldings that I had purchased but I was unsure about those moldings and ultimately stated that I wanted to go with what we had agreed upon in the contract, which was the "folding over procedure" that *** *** had described to me This procedure was described to me by *** at a time where we ONLY had cement flooring in the basement, and I was assured that regardless of the flooring in the basement, this procedure could be done Unfortunately, what happened here is that the installer admitted that he cut my rug too short to perform this procedure and I am being blamed for it Instead of providing me with any level of decent customer service, *** (the customer service representative on the phone), proceeded to come up with every excuse in the book for NOT performing the work we had contracted for, including but not limited to: (1) the carpet installers did not have the material to finish the rugs, (2) I should go to *** *** and buy the items needed to finish the rug, (3) there is no room to finish the rug because of the vinyl flooring (again, dispelled when we removed enough rows of vinyl), (4) the installers do not have the capability to finish the edge of the rug to concrete flooring (a bizarre response, considering *** *** spent about minutes in my basement observing the concrete floor and we had an entire conversation about it), and - my personal favorite (5) we had agreed by contract to have the installers simply take a box cutter to the rug and leave a jagged edge in my basement After spending nearly hours discussing the options and sending photographs to ***, *** supposedly had a conversation with *** *** about my order and had a change of heart At that time, she assured me that the installers would be returning the next day to complete the edge of the rug with whatever materials needed to finish the project. Based on ***'s representations, my fiancee took the following day off of work to be home for the installation crew to fix the rug Around noon time, with no crew in sight, I called NFD again to find out the arrival time of the crew At that time, *** completely backpedaled on her prior representations and stated that no crew would be coming to the house because I had allegedly "physically restrained" the crew from leaving my house Again, I am baffled at how a lb female overpowered two large crewmen to the point that they were physically restrained from leaving my house the previous day Again, I requested to speak to another level of customer service and was refused and *** disconnected the call I proceeded to call back multiple times in the hope that I would get someone other than *** on the phone My calls were repeatedly disconnected even before getting through to a person And the few times I spoke to a person other than ***, our calls would be disconnected in the middle of a conversation, which led me to believe that *** physically disconnected those calls and/or had instructed others in the call center to disconnect those calls mid-call When I tried to call from a different phone line to again try to speak to someone who could even discuss this matter with me, *** took it upon herself to threaten me and call back that number in an effort to reach my boss to accuse me of harassing herI have serious concerns about a professional company that employs an individual who thinks it is appropriate business practice to harass a customer's employer instead of either doling out customer service or, if unable to do so, escalating the customer to the appropriate level of customer service Fortunately, my employer found NFD's business practices so inappropriate and laughable that there were no repercussions to me at work for this behavior At this point, I have contacted several people at NFD in an attempt to discuss what happened here in a reasonable manner and have received no response, other than this response to the Revdex.com complaint NFD's response to this complaint is deplorable, as it completely ignores the major issues I identified in my original statement -- namely, failure to provide a follow up crew as promised and addressing my fiancee's missed work day in reliance of this promise, failure to escalate calls to the appropriate level of customer service and failure to even response or apologize for a sales representative's behavior that, in theory, could have caused serious problems in my workplace NFD's statement that they intended to install vinyl mouldings for me "at no cost" is patently false, based on what I wrote above My fiancee's submission for a day off from work to accommodate the follow up crew - combined with the existing rug condition - is clear evidence that NFD's response is untrue.As I have indicated numerous times in many forms of media, I would appreciate a phone call from the president or VP of NFD to discuss these problems You would think that a small business would care about its reputation and would want to at least apologize for such egregious errors to a customer. Regards,
*** ***

The customer's refund was sent on time and was already cashed by Ms***

National Floors Direct cannot offer Mr*** any refund as most of the order is already installedMr*** refuses to accept a new installation date for the completion of the floor and has been attempting to use the credit card dispute process to get everything for which he contracted for freeHe
cannot have a free floorAs he knows already, we are ready, willing, and able, to complete the floor at any time

National Floors Direct cannot offer Ms*** any refund at this timeMs*** purchased carpet from National Floors Direct on 10/On 11/02, the scheduled date of installation, the carpet she purchased was brought to her homeThere is no room for interpretationThe roll of carpet was in
its original wrapper from the manufacturer of the carpet and has the customer's name and purchase order printed on itThe carpet color, style, and quality are 100% verifiable as the color, style, and quality she selected in her home at the time of the sale

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 am not willing to sign away the warranty for installation. I would like a full refund
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 # ***Please add your rejection comments below.
[If you are rejecting the business's response please enter your rejection comments here.] This is a flat out lie and also fails to address the additional issues caused by tearing out my carpets and leaving my family to live on subfloor for a weekThey never called the second number listed and did not remove the number from the system after being told multiple times that it was not a good numberI am however not surprised by this response as this is the worst company I have ever done business with and the complaints on here, along with reviews online prove thisI expect this company to do absolutely nothing to resolve this as they have a proven track record of blaming the consumer for their mistakesI will continue to share my experience through social media and any other available outlet to ensure as many people as possible know how they operate
Regards,
*** ***

Ms*** accepted delivery and custom installation of the flooring installed in her home. Every customer has an opportunity to verify the color, size, and style of the materials prior to installationIf the product is totally wrong, why did Ms*** let us install in her home over the course of at least an entire day of strenuous manual labor? Why wait until after all the work is fully completed to voice an opinion about the supposed inaccuracy of the product?National Floors Direct had reached out to Ms*** to discuss the issue but her indifference toward her obligation - per the terms of her written installation agreement and confirmation calls from our installation center - to have an adult on-site during the installation to inspect the materials seems to be the cause of the problem

The issue Mr*** described in his complaint is one of environment, not installation acumen or professionalism.As is clear in the attached photo of the issue, the stair edge (over which Mr*** was expecting our installation team to upholster this carpet) is not a stair edge by any
standardsThere is no "bullnose" or "stairnose" in place for the installation team to wrap the carpet over and, since the staircase below was not in the scope of the project, the installation team ended the carpet in the most reasonable place they could relative to the rest of the job. If the carpet went to the very edge (the white board in the photo) of the stair case, there would be no way to end the carpet so that the material and installation maintain their long term integrityIndependently of Revdex.com, National Floors Direct has been communicating with Mr*** since the day of his installation to try to reach an amicable solution to the perceived issues he has with the carpet installation

National Floors Direct completed Mr***'s installation and he signed off that the workmanship was excellent, completed to his satisfaction, free of any defect or damages, and certified that he took an opportunity to walk the space before the installation team left the home to make sure of all of
this.As tacked carpet requires padding as an installation system and would not remain in place without it, Mr***'s complaint defies logicIt is very possible that Mr*** is feeling imperfections in his floor below the carpet & padding that have nothing to do with the installation. That said, as a measure of good faith, National Floors Direct will send an installer back to Mr***'s home to show him the padding under his carpet and address any other issues that Mr*** has with his carpet 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 # ***
To say that I am appalled would be an understatement. You are now forging documentation. First, as I only signed the "satisfaction checklist" - which was NOT fully completed by me, because the installer grabbed it out of my hands and left immediately after he forced me to sign it very aggressively. Attached is the CARBON COPY of the checklist. As you can see, the checklist was never filled out, however my writing (the signature, the $ amount) is identical. The supplier is FORGING this checklist after I had completed it, and now claiming that it was completed by me. Additionally, I have the call records to NFD, as previously described in the original complaint. Second, they are also blatantly lying that they never even disassembled my bed. I have pictures of my disassembled bed. Please reimburse me for the bed that you broke (instead of lying and generating documentation)
Regards,
*** ***

Revdex.com:
At no time did a team come to my apartmentOne man came in with no tools, and two tiles in his handIf there was a question about installation it should have been discussed on September 27th the day of the so called free estimate, which turns out it's not free at allHe was in my apartment minutes, and he knew
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,
*** ***