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 # ***
We do not accept this response as it is exactly what we have been told over the past month and goes against everything we were sold up front. This response from this dishonest company sheds no light onto the actual complaint that they have miss-represented themselves in their advertising and also with their salespeople. We will now want to pursue this to the fullest extent.
Regards,
*** ***

National Floors Direct contracted with Mr*** for material and installation of carpet and laminate flooring at homeOn 02/14/2018, upon removal of the existing carpet and pad, our installation team identified a significant portion of the existing asbestos floor was loose, broken, and coming
looseAs these conditions are know to cause respiratory illness and it is illegal in the state of Connecticut for a floor-covering contractor to remove this type of flooring, work was stopped immediately. We notified Ms*** that he would need to hire a company to remove the loose and broken tiles and that we would return to the home to patch those areas so we can move forward with the installationHe agreed and told our office he would notify us as soon as the issue was resolved and he was ready for installationThe materials for his order were left at the home on the original installation dateOn 02/24, Mr*** called in to our customer service line to say that the work had been completed by another installer but that they needed more materialThis is a bizarre turn of eventsIt seems that Mr*** hired someone else to install the material that he purchased from National Floors Direct and even though he is calling our office to say he wants to purchase more materials, he is telling Revdex.com that he wants his money back. We cannot offer Mr*** any refundWe acted in good faith by postponing the installation after discovering the broken asbestos and have acted in good faith in offering to sell Mr*** the additional materials he needs and provide a $refund for the labor charge to hire the side contractor that installed our 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 # ***
The accusations that you are making towards me as a customer is appalling My family does not wear shoes in the house, the carpet is vacuumed on a weekly basis if not more when needed There has been no damage or neglect made to the carpet My dissatisfaction with the carpet was made well aware of on day one of installation but the fact that customer service does not want to acknowledge that is a huge problemThis being the reason to file a complaint via Revdex.com months later since customer service, the installation department and management did not want to discuss this with me prior. I would like instructions/details on the next steps to submit a claim and what is covered under the warranties both with National Floors and ***
Regards,
*** ***

Ms*** has obtained floor-covering materials and installation through fraudulent meansHer actions in passing a forged check constitute theft of services in her stateNational Floors Direct intends to pursue all applicable civil and criminal charges against Ms*** in recovering these
funds

National Floors Direct cannot offer Mr*** any refund nor can we accept a return of the carpet that was installed in his homeThe purchase order, installation work order, and manufacturer's documentation all certify that the correct - Trail Dust - Carpet was installed in his home

National Floors Direct did not damage the alarm wire in Mr*** homeIt is Mr*** obligation to point out any issues like this while the installers are on-site, not one week laterFurther, Mr*** initial complaint regarding the wire indicated that it was outside of the home and not in the installation space. The installation is no longer under warrantyMr*** indicated to National Floors Direct in writing that the floor was not being cared for properlyCare instructions were provided to Mr*** at the completion of his installation and are available online from the manufacturer's websiteNeither National Floors Direct or the manufacturer of the product can warranty a product or installation that is not properly maintained

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'm not sure what can be done at this pointI was railroaded into a purchase that I did not ask forThe salesperson wrote down the incorrect dimension of wood for my floorsThe company is saying it was wrote down and that I saw this (which is not the case), so they charged a restock fee of almost $800.00, followed up by the salesman saying we have your money and there is nothing you can do about itI compromised on the cost which still cost me $which I feel is very unfairInstead of just admitting to a mistake by the sales person I am out another $I had no choice but to pay this otherwise they would not have dropped off the correct wood for my floorsBasically I have no say in the matter and was forced to pay thisThey were rude, poor quality of service, and was the most terrible experience I have ever had, and would discourage anyone from using them in the future, including myselfI am considering small claims court to get my money back - which is only $I don't think this is something that would have hurt the company just to satisfy a customers needs for something that was not their fault.
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 belowRegards,
*** ***

carpet installers showed up today to install carpet, wanted cash up front install was 80% complete and my wife noticed the padding was incorrect we were quoted a lb pad this is 5lb.Please add this to the complaint,I could not be home because I am not able to leave work.My wife was very
uncomfortable and felt pressured.When she called the office the woman's response was you get what you get.National Floors Direct *** ***

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 # ***
Additional information was set inShowing the floor plan used by the competing company on 11-National floors direct after being asked numerous times refused to give the square footage they used to complete their quoteNo way to verify their claims
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 # ***.
as is stated by NFD, the sales person did in fact inform me that all appliances that had water or gas lines would need to be disconnected before installationHowever nothing was said about removal of toilet, when I asked about bathroom being done I was told everything was fine in the bathroom.....nothing was said that toilet needed to be removedAs I said my concern for cost was discussed...had he told me that needed to be done I would not have gone ahead with bathroom floorHe knew my max budget, which the flooring came to almost to the dollarThe additional plumbing charge of $has put a burden on my finances, one I would not have taken on had I been given this very important omitted factAs for the initials page....salesman went line by line with me and there was nothing about toilet removal
Regards, *** j ***
*** ***

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 # ***
Again I did take the whole day off because they said they could not schedule after when I wanted itAnd they never showed up all day they called to say they were on the way and I waited and still nothing no calls no show and then they have the nerve to say they want to reschedule because they ran out of time and then they want to keep my deposit because they want to rescheduleI just want my deposit back and this nightmare to end!!
Regards,
*** ***

National Floors Direct's installation local installation center left Ms*** a voicemail message at the phone number on file, (*** ***, requesting photos documenting the issues in her complaint, so we can address whatever problems she's experiencing with the installationAs indicated previously, we have not heard from Ms*** in months

This customer accepted installation and signed off on the work as excellentA discount was provided in consideration of a competitor's price estimate, which was for a significantly lower quality material than the product purchased from National Floors Direct

Ms***'s story is anything but common...On 11/13/2014, Ms*** ordered colors of a special order commercial carpet to be installed in areas of a commercial space in ***, RIIn anticipation of the pending installation and consistent with National Floors Direct's promise of
timely & efficient service to each of its clients, the carpet was ordered from the manufacturer the following dayOver the course of the following year, National Floors Direct's customer service team communicated with Ms*** to try to schedule the installationIn August of 2015, after different scheduled appointments (canceled and rescheduled by Ms*** for numerous different reasons mostly regarding her inability to pay the balance) unable to reach Ms*** for more than months, National Floors Direct was forced to liquidate the inventory at a significant loss to make space for new inventory and attempt to mitigate its loss. On 12/15/2015, Ms*** called National Floors Direct to reinstate her orderUltimately, as a measure of good faith, National Floors Direct agreed to reinstate the order and waive any fees associated with the delay in installation and the losses incurred as a result of Ms***'s inability to communicate with National Floors Direct regarding accepting the installationNo additional monies were assessed though the agreement entered into by both parties on 11/13/2014, specifically calls for a 15% of the order total restocking fee for a situation like this. In an effort to mitigate further losses on this account, National Floors Direct required that Ms*** pay the outstanding balance on the account prior to ordering the material for her installation a second timeMs*** agreed and sent a check to National Floors Direct for the balanceNo terms of the original agreement were to be altered by either partyA check was received for the outstanding balance and an installation date was scheduled for 01/29/Based on the history of Ms***'s account, National Floors Direct took extra care in confirming the installation appointment for Ms***Our customer service team was able to connect with Ms*** multiple times by phone prior to 01/29/2016, to make sure that Ms*** was completely familiar with all arrival procedures and that the space would be sufficiently prepped for the carpet installation teamWhen our installers arrived at the jobsite to begin the work, it was immediately evident that Ms*** had completely disregarded all arrival proceduresThe original agreement calls for National Floors Direct to move "light furniture," within the spaceThe supplements further explain that our installers will not move electronics, small items, breakables, or any other debris within the spaceNational Floors Direct's installation team sent photos to the local installation manager of rooms full with thousands of documents piled chest-high, stacks of chairs, expensive dental equipment, and electronicsThe scope of the debris was overwhelming by any standardsOur installers are installers; they are not contracted to move these sort of items and Ms*** was made aware of this on multiple occasions prior to delivering the carpet on 01/29/When National Floors Direct attempted to explain to Ms***, yet again, that we would be unable to install carpeting in the conditions under which she had made the space available to us, she became irate and verbally abusiveNational Floors Direct has now ordered this material twiceNational Floors Direct has paid its installers for their attempt to install on 01/29/National Floors Direct has incurred significant losses in all of its good faith efforts to complete this installationAll that said, National Floors Direct remains ready, willing, and able to complete this project under the guidelines of the original purchase order signed on 11/13/2014, by Ms*** and our company representativeWe have the special order material at our local distribution center and will lose less money by installing the order than we would if we attempt to liquidate the merchandise yet againA refund is not possible in this caseAll we need is for Ms*** to follow the preparation guidelines that she previously agreed to so National Floors Direct can install the job

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 # ***.
This company liesAs I stated, on this call the representative was trying to still tying schedule the installation, even though I had called earlier that day, and "successfully" cancelled my order. This representative was was belligerent, telling me it as too late to cancel my order, and when it was obvious I knew my rights and was not going to have them do the installation, hey abruptly hung up on me. Also, due the way the representative tried to deceive me, I sent a cancellation notice by certified mail later that day, not trusting that they would honor the verbal cancellation of my order they acknowledged earlier in the day The certified letter was accepted on 10/2/17. Note, their seeming rational, but grossly misstated response came days AFTER receiving my certified mail cancellation notice. Additionally, as of today, 10/13/17, I still have not received my refundBased on their response, they stated they understood I was cancelling my order on 9/29/17. They appear to be in violation of law which states that all deposits must be refund within days of cancellation. Note, also, they company stated they recorded my callat no time did they company inform me they were recording our conversation, and nor request my consent. I would like to a copy of THEIR recording forwarded to me as soon as possible, so I my review it my self and see if any laws were broken in THEIR un-consented recording of the conversation. Regards,
*** ***

National Floors Direct cannot offer Mr*** any refund for his carpet installationThe work was completed in a manner consistent with industry standardsMr*** signed and initialed a pre-installation checklist when scheduling the work that is designed to manage expectations with respect
to the visibility of carpet seams"Seams cannot be invisibleFloor-covering requires seams in areas that are wider or longer than widths in which it is manufacturedSeam visibility will vary with carpet style, padding thickness, room lighting, and other external conditionsVisible seams are common with berber carpet." National Floors Direct has gone above and beyond to address Mr***'s concern with his carpet, including sending an installation team to the homeA visible seam with a carpet type that where visible seams are common does not justify a reason to request a refund

At no point prior to this response did Mr*** forward any substantiation of forwarding his cancellation paperwork in a timely manner, even when this information was requested by our customer service teamIn light of this information, National Floors Direct will issue Mr*** a refund of his depositWe apologize for any inconvenience

National Floors Direct will not replace Mr***'s floor using the same material without a written waiver from Mr*** acknowledging that National Floors Direct has advised Mr*** that this course of action will result in the same look he does not like. Replacing the floor with the same floor will not mitigate the waviness of the substrateNational Floors Direct has offered a good faith solution to the waviness of the flooring. Given that Mr*** acknowledged in writing prior to the initial installation or any sub-floor customization that, National Floors Direct, "only does cosmetic work, we can strengthen or patch your sub-floor and/or underlayment, but we cannot rebuild your floorThat must be done by a carpenterUpon removal of the existing floor-covering, hidden defects in the sub-floor and/or underlayment may be exposedAdditional charges may apply to bring the sub-floor and/or underlayment up to industry standards needed for installationIt is impossible to determine the condition of an existing sub-floor and/or underlayment until all the existing flooring is removed," we are unable to offer any other solution than what has been presented.National Floors Direct can replace the flooring with the same product after the waiver has been completed, or we can share - 85% of the cost increase will be paid by National Floors Direct - the cost of the product upgrade

At the request of National Floors Direct I solicited an estimate for removal of railing, reinstallation, and any necessary repair work to walls and hardwood floor where railing is anchoredI was quoted a price of $labor not including materials which may be necessary to repair damage to walls and hardwood floors and have decided that I will NOT move forward on removal of railings. I have provided copies of the agreement with national floors direct where there is no indication of railings needing to be removed prior to installation. I would request that if national floors direct does not feel they can complete installation via signed agreement that all monies be refunded. Sincerely,*** ***