Total Music Centre

Mr***'s account of the events surrounding his vinyl tile installation are highly inaccurateAt the time of the purchase, the materials were selected from a sample book including physical samples of the flooring, not a picture; a contract was then signed outlining the scope of the project, the
work to be undertaken by National Floors Direct, and that Mr***'s private contractor would complete the sub-floor installation work prior to National Floors Direct's scheduled installation date. On the day of installation, National Floors Direct's installation team notified Mr*** and our main office that the sub-floor had not been installed properly; instead of installing full sheets of plywood, there were dozens of tiny pieces installed with large gaps in them and there were parts of the sub-floor that were completely uninstalledThe homeowner expressed to National Floors Direct's installer and to our customer service agent by phone at that time that the private contractor hired to install their sub-floor (as a small part of a larger kitchen remodeling project) had walked off the job without completing itNational Floors Direct explained that the luxury vinyl tile floor could not be installed without completing the sub-floor project. National Floors Direct offered to finish the sub-floor work started by Mr***'s private contractor at its cost (National Floors Direct's actual material & labor costs) but the homeowner refused to pay any additional money for National Floors Direct to bring the existing sub-floor to industry standards for a luxury vinyl tile installationNational Floors Direct cannot offer any refund at this time; we have paid the two installers who went to Mr***'s home to perform the installation for one day of work and still have all of Mr*** special order materials in our local distribution centerNational Floors Direct is willing and able to perform its obligations under its contract with this customer but cannot do so until the sub-floor is complete

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 understand the warranty however in order to repair my floor they would need to pick a date and time convenient for me not themI am only available on Sat/SundayThey are Not calling me back to arrange a date and that is why I am so frustrated with this entire process! The last time I called and spoke to ***, he put me on hold for minutes and never came back to help me! My time is precious and my living room has been empty since the original install date, why should I have to live like this so they can refuse to make it right? This is a consumer complaint! I have given them months to correct there installation issues! THey have not done right by me as you can see!
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 contacted the company on 2/14/and spoke to *** *** He stated that they would not be coming back to replace the boards that the contractor knowingly but down chipped because they had fulfilled their contract I asked him how he could have done that when on the bottom of the contract it states to let the installers know if you are not satisfied before they leave, which I did *** stated that the installation department made their decision and that they would not come and fix it I asked to speak to the installation department and *** stated that my complaint would not be escalated to that level I then told *** that I would see him in court and would be contacting the media about this and he hung up on me After reaching out to the *** *** Bamboozled feature and giving them all the information, they decided to try to help me National Floors Direct was contacted by the *** *** on 2/16/and a message was left to contact them The *** *** did not receive a reply backAfter that call was made, *** from National Floors Direct contacted me on 2/16/and said the installation depthad an update and they would come back and fix the floor It is my belief that the only way this happened is because they were contacted by the *** *** We agreed they would come back and fix the floor on 2/24/ I received a call on 2/24/from *** *** stating the installers would be at my house between 12- I then received another call minutes later from *** *** stating they could not come and fix the floor because the box of flooring that was sent was damaged We agreed that they would come 3/3/ My floor is still not fixed so I would ask that the complaint be left open In addition, it would be in all consumers best interest if you investigated this companies business practices and the way they treat their customers when there is a problem
Kind regards,
*** ***

Mr***'s account of the events surrounding National Floors Direct's multiple installation attempts is and completely baseless.Mr*** placed an order for 5" *** *** Engineered Hardwood flooring in the Auburn colorOn the promised installation date, 05/27, Mr*** refused
the materialNational Floors Direct immediately sent the company representative that sold the floor to Mr*** to the home with the sampleIt was verified by the rep, Mr***, the installer, and office personnel that the product delivered was exactly what was orderedHaving acknowledged this, Mr*** told the rep he wanted a different product installedAs a measure of good faith, National Floors Direct agreed to waive the restocking fee that would normally be assessed ($1,for an order this size) in a situation like this and agreed to re-schedule the installation for the next day after the holiday weekend, 05/30.Mr*** signed a change of order document to upgrade the hardwood to a different *** Engineered Hardwood Product, ***, in the 3" Sunset West ColorOn 05/30, When our installation team arrived at the home with the upgraded product, Mr*** again said the wood was not rightHis claims are baselessNational Floors Direct has delivered many thousands of dollars worth of materials to Mr***'s home for installationBoth sets of hardwood are special order non-stocking itemsWe cannot offer any refund at this timeMr*** refuses to answer calls from our sales rep and our customer service team to address his concernsThe accuracy of our claims regarding both sets of materials is 100% verifiable by the manufacturer of the floor, ***. We cannot order any more wood for Mr***, we cannot issue any refund, we need to be paid for the wood we purchased TWICE on his behalf

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. Please note that prior to the complaint there was no notification given to me by the company that they scheduled repairs that part of there response was not accurate It was after I told them I filed the complaint that the speed of their replies increased and someone finally came out to repair their work
Regards,
*** ***

National Floors Direct cannot offer Mr*** any refund at this timeHe purchased a special order vinyl flooring for his kitchen on 09/02, to be installed on 09/At the time of sale he signed and initialed having received the supplemental cancellation documents referenced in his complaintOn
09/21, in the course of confirming the installation scheduled for 09/23, Mr*** told our customer service team member that he did not have the money for the flooring and would be unable to accept installationNational Floors Direct purchased all of the special order materials to complete this project and remains ready & willing to do so

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 # ***
correct, no additional fees were charged and contractually could not be charged unless I rescheduled but I was lied to numerous timesI was charged IN FULL for work that had not been completed until almost weeks laterI feel I am due compensation for the my time wasted on hold and phone calls made with no return, lack of communication, lack of return phone calls, being charged for work that was not done yet, and being straight up lied to numerous times.
Regards,
*** ***

National Floors Direct cannot offer Ms*** a refund for the order that was installed more than months agoThe word document she submitted to Revdex.com does not substantiate her positionIt is not an emailIt is a word document. That said, as the installation space has been clearly altered via installation of the large metal ramp in her photos, National Floors Direct can offer a payable service to address any of the customer's perceived issues at her home.Ms*** can contact our customer service department 24/7, days per year to schedule the service

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 # ***
National Direct Carpets did not honor their Ad which clearly states they will beat any price by 15% or it's free! none of these offers were give even when I told them that the other carpet company gave me a better value and pricethe carpet wasn't even cut yet when I called to cancel my order within the next hour that I put in the depositI NEVER asked for a rush order but the salesman *** *** clearly told me I could cancel if his boss could match the competitors priceI didn't need the rug Asap because my apartment wasn't going to be ready when he wanted to deliver it which he stated could be in the next day, I clearly told him I didn't need it that fast, I have a witness to this conversation, I didn't want to be alone in the apartment when the salesman arrivedSalesman *** saw the carpet competitor because the appt's overlapped so he clearly knew I was shopping aroundWhat really upset me was the horrible customer service, I made sure to call them after I got that uneasy feeling that National Direct Carpet were unethical and their reviews from prior customers were just as bad as what I was going throughThe *** rug they offered had terrible reviews and wasn't worth the price they quoted for quality and value of the rugNOT only that the calls from their employee's was so bad I finally had to turn off my Phone, they were calling me from all kind of random telephone #'s, it was a very scarey situation getting calls from men threating to make sure I purchased their rugNational Direct Carpets have been the worst experience ever
Regards,
*** ***

Ms*** was unwilling to pay any additional money to complete the job to industry standardsIf she had agreed, the project and additional labor would have been completedThe purchase order Ms*** 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 carpet.National Floors Direct remains ready, willing, and able to re-schedule the installation of the materials on this order as soon as Ms*** agrees to the additional costs needed to install the materialsWe cannot offer any refund at this time as the special order material ordered for the project represents a significantly higher investment by National Floors Direct than the deposit amount on the order

Unfortunately we cannot issue this customer a refund in full The contract does mention sending a van that will be able to get up the driveway but it does not mention anything about being able to cancel this transaction if we are unable to get up the driveway which was very long and slippery
We tried to get up but a mechanics van that is capable of carrying large amounts of material is only so good in the snow The notice of cancellation is postmarked 03/02/15, past the three day cancellation period If the customer wishes we can install the carpet as contracted or we can issue them a refund less a 15% restocking fee which would net them $

This customer purchased flooring from us in August of The job was installed, completed, and signed off by the customer as excellent We heard nothing from this customer until October of after the one year warranty term had expired Upon review of the claim form, even if
the customer were within the warranty term, the claim would be denied because the problem is mainly chipped and damaged boards which are not covered under warranty We cannot repair the floor that is out of warranty and the problem was not reported to us within the warranty term

We are unable to offer any payment for any of the issues in the photos submitted to the previous rebuttalThe average homeowner purchases new floor-covering only to times throughout their lifetimeBecause professionally installed carpet and flooring products are purchased so infrequently, National Floors Direct takes extra care throughout the sales process and in the time leading up to the scheduled installation for each of our customers to clearly communicate the complete details of how the process works.Our carpet and flooring purchase orders and installation supplements, copies of which are left with every customer at the time of sale, are designed to clearly outline all of the details of every installation - from the most basic to the most complex - and provide written details to align the customer's expectations with the company's as both parties prepare for the installation, so we can work with our customers to plan and organize a successful installation that culminates with a happy customer.At the completion of their installation, every customer is presented with National Floors Direct's installation service warranty along with a detailed product-specific list of care instructions so our customers can get the most out of their carpet or flooring installation for years to come

On 06/27/2015, a representative from National Floors Direct visited with Mrs*** at her homeAt that time, she filled out and signed an agreement titled, "Application and Credit Card Account Agreement," with *** ***She completed the application and provided National's representative
with forms of identification to verify the credit pullWe are sorry of the purpose this application was in any way ambiguousThere is nothing that National Floors Direct can do to remove the credit inquiry from the bank through which Mrs*** applied for this credit card

The photos of Ms***'s installation show workmanship consistent with the terms of service of our Flooring Purchase Order and supplements, and with standards in the industry.That said, National Floors Direct is committed to having happy customersAs a measure of good faith, National Floors Direct will reach out to Ms*** to schedule an on-site inspection to address her concerns

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 I’m sure National Floors Directs is aware of, I have contacted their Customer Service Deptnumerous times regarding the issues that we are discussingThey have both, refused to finish work that should have been completed, and refused to fix and repair damage to our home that was done by the installation teamThe last time I contacted National Floors Direct Customer service, I was told that there was nothing more they were going to do for meThat is what led to this complaint, in hopes of getting this resolvedThank you.Regards,
*** ***

Mr*** contacted National Floors Direct regarding a square inch pull in his carpet five days after the installation was received, completed, and signed off as free of damage or defectWe responded immediately to Mr***'s concerns by opening a claim with the manufacturer
on his behalf with the photos he submitted to our customer service teamWhen the manufacturer's claim was denied, National Floors Direct offered, in good faith, a one-time no-cost repair of the issueMr*** agreed to accept that resolution and, moments later, complained to Revdex.comWe are confused by this course of action but renew this offerThe issue was deemed by the manufacturer to be the result of local damage to the carpetMr*** can contact our customer service team to move forward with the repair work at any time

All warranties were presented to the customer - as they are with every installation - at the completion of this installation

Ms*** purchased carpet from National Floors Direct on 11/11/They called to request cancellation of the special order materials on 12/12/2017, more than days laterNo prior notice or request was provided - not even by phone - surrounding cancellationThe materials for this installation are ready in our local distribution centerWe cannot offer Ms*** any refund at this time.No proof of any prior cancellation request has been provided to National Floors Direct

We cannot offer any refund to Ms*** at this timeHer order was written with a day cancellation periodHer refusal to select an installation date more than month after the carpet has been ready for installation does not constitute timely written cancellation within the daysWe remain
ready, willing, and able to install the carpet in Ms***' home