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] first of all I wrote the complaint to consumer affair before their responseThey had no intention of fixing it.BUT I'm ok with that now because my neighbor came to see the rug because she was going to us them for her roomsShe was appalled when she saw and I told her what they didSo she is not using themI am showing everyone the job they did??.so I will fix it when I'm done with construction in the meantime I am showing EVERYONE 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] In regards to the above complaint, although the company stated on March 1, that they would refund half of the restocking fee, I have yet to receive any refund from themI would like to know when the refund will be issuedRegards, [redacted]

National Floors Direct cannot offer any refund for the hardwood stair covers installed in her homeNational Floors Direct installed "hardwood stair covers," on order for [redacted] At the time of sale, Mr [redacted] signed and initialed each line item of our "Prefinished Stair Specification Sheet," which is designed to align customer expectations with the realistic performance and installation applications for the products they purchasedThe first line item on this document (initialed by Mr [redacted] ) clearly states, "NFD cannot re-build your staircaseWe only do cosmetic work and re-cover the stairs." Our hardwood stair covers are 5/8" thickThese covers - which go over each stair - change the height of the stairs uniformlyIt defies logic that installing stair covers would or could somehow dramatically alter the height of one stair relative to the others.The only way to change the height of the stairs in this home is to have the stairs re-built from the ground upNational Floors Direct - as disclosed in our "Prefinished Stair Specification Sheet," and explained to Ms [redacted] - does not do this workNational Floors Direct sent an installation manager to Ms [redacted] 's home to further explain this in person

National Floors Direct cannot offer Mr [redacted] a refund for the flooring he purchasedThe photos he submitted with his claim are consistent with topical water damage to his floor covering and are not related to the installation of the hardwood flooringThis was the basis for denying the claimThat said, in the interest of trying to resolve the issue for Mr***, National Floors Direct will send a representative to his home to conduct an on-site inspection of the areas in questionNational's customer service team will reach out to Mr [redacted] today to schedule an appointment for the on-site inspection

Revdex.com: I have reviewed the response submitted by the business and have determined that the response of returning my refund, 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, *** ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:I am working with National Floors Direct currently to replace my porch floor as I have requested initially They have set up an initial time to install the floor and as long as they show up and install the floor and keep their promise, I can consider them meeting my request

National Floors Direct completed the installation of Mr [redacted] 's hardwood flooring on 12/21/At the time of completion, a customer satisfaction certificate was signed by the customer indicating that the work had been fully completed, that is was done so to the customer's satisfaction, and was free of any damage or defectNational Floors Direct cannot offer a refund to the customer for any portion of their installationIf damage was caused to their wood floor it was done after our installer had left the home with the completion certificateNational Floors Direct can offer a payable service to address or replace the boards affected by the scratch in the floor

Ms [redacted] did not provide National Floors Direct with timely written notice of cancellationRegardless, National Floors Direct has decided to issue Ms [redacted] a refund even though she is in no way entitled to it

It was explained to Mr [redacted] at length that the price he submitted for consideration of our price guarantee was not sufficientThe details of our guarantee are clearly presented on our websiteWe cannot offer any price concession for what he submitted nor can we offer any price concession now, as the floor has been completely installed and paid in full.We cannot change the price of a floor that has already been installed

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 reason the job took so long is because they had to order a lot more material because they only sent enough for the job that was supposed to be doneNot for the room which wasn't supposed to be touchedThey mixed up the spec drawing from the rep He gave me two optionsThe entire basement and the job I wanted which was to have a threshold to separate the two floors The original floor was much nicer but the main area had water damage and that room was unaffectedI choose the smaller job that the sales rep offered me because it was cheaper and more time efficientAlso I would rip out a floor that is 3-times more expensive that didn't need it and pay more to replace it with cheaper floorI replaced the area that had water damage from a hot water heater National floors made a mistake and also said they would put my name on whatever they needed to lie and say I choose to do that roomI have pictures of what I signed that I took with my phone I never signed that drawingAlso they were extremely rude when dealing with this I have investment houses and nothing like this has ever happened Mistakes occassionally are made but everyone else is always willing to go back and forth until there is a compromise Their managers swore at me for bringing it upPlease help me.] Regards, [redacted] ***

We are sorry to hear about Ms [redacted] health issue and hope that everything is okTo clarify, on 07/11/2015, Ms [redacted] ordered a laminate floor to be installed in her kitchen, pantry, and hall on 07/31/On 07/22/2015, Ms [redacted] phoned National Floors Direct to move the installation date to 08/14/At that time, line item #or our "Pre-Installation Checklist," was brought to her attentionThe "Pre-Installation Checklist," document was signed by Ms [redacted] on 07/11/2015, the date of purchase, and line item #was initialed by her at that timeLine #is called "Restocking Fee," and reads, "All orders which change the installation date from the date on the front of the contract with less than hours notice given to NFD shall be subject to a restocking fee of no less than 15% of the entire dollar amount of the purchase orderInstallations that have been scheduled for greater than two times are also subject to the same restocking fee..." On 08/12/2015, Ms [redacted] called our office requesting to move the 08/14/install to 08/28/Based on our policy, and this being the second reschedule request (in addition to being within the hour window - meaning the job had already been shipped to our local distribution center and was likely already loaded to our installation team), our customer service representative attempted to apply the restocking fee to the order to complete the reschedule requestMs [redacted] refused and told the representative to cancel the order.We greatly value Ms [redacted] business and would like to continue the relationshipWe have left Ms [redacted] a voicemail, as yet un-returned, offering to waive the restocking fee this time as a good faith effort to show her that we careWe hope to hear back from Ms [redacted] and to have the opportunity to complete her installation in a timely manner

Revdex.com:I have provided proof that I submitted the cancellation notice within the time that the law requires and was stated on the contract I was contacted by National Floors Direct shortly after the disgreement and was assured I would receive a full refund within days, but so far, I have received nothing I would like to know by what date they will be sending me a refund check 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]

National Floors Direct completed Ms [redacted] 's flooring installation subsequent to this complaintThe order was accepted and installed by Ms [redacted]

Since the filing of this complaint, independent of Revdex.com, this installation was completed and signed off as excellent by this customer

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] Is the company saying I CHOSE the tack strips?! I absolutely did not choose anything except the carpet and color of the carpetAnd is the company saying I, my husband AND my children are INTENTIONALLY getting our feet constantly pked by these tack strips? Do you hear yourself? How ignorant does that sound? Do you actually think any one of us wants to intentionally do this? We do everything to avoid it and we still get pkedHe did not “hammer” down anythingHammering down something requires a hammer, in which he clearly did not use Hey Regards, [redacted]

National Floors Direct cannot place any monies paid by Ms [redacted] for her flooring installation in escrowAt the time of sale, Ms [redacted] selected the materials for her installation from our [redacted] Hardwood sample boardThis is an [redacted] flooring product and represents a significant upgrade – in terms of cost and quality – to the [redacted] engineered hardwood flooring product in which she expressed interest during the initial consultation with our representativeAny email, telephone, or in-person correspondence with company representatives discussing interest in the [redacted] hardwood product prior to purchase is negated by the Flooring Purchase Order she signed and executed on 11/15/2016, for the [redacted] material that was subsequently delivered to and installed in her homeIf Ms [redacted] believed there was a discrepancy with the product she ordered – to reiterate, the [redacted] product for which she contracted and received installation represents a significant cost and quality upgrade from the [redacted] materials – the time to point that out to the company would have been prior to the installation (a multiple day process), not one month after accepting the installation and signing off at completion that the work was excellent and that the job was installed to her satisfactionThe flooring on Ms [redacted] ’s order was delivered and installed as ordered

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] National Floors Direct never finished the 4th bedroom located in the upper level as agreed in initial contract.The customer satisfaction survey is completed by someone else other than meI have my own copy and I will scan and upload that soon.National Floors Direct, if I am satisfied with your service, I wouldn't go waste my time filing a Revdex.com reportI can't believe you guys forge customer satisfaction survey.Revdex.com, please put this on your record so no other customers will be damaged by their tactics in future 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] Not being able to speak with a manager after several attempts via phone calls was exactly why we were not able to proceed with the jobs It is not feasible to have two separate certified checks obtained on a Friday late afternoon Doctor [redacted] was not prepared to make it to the bank in time, as he did not have a manager to speak with to inform him of the additional fees and how much they were This company refuses to acknowledge their due negligence in the ability to have the proper management team reach out to clarify what the unprofessional installation crew could not assist with 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 I would like to thank National Floors Direct for taking the time to reply to this matter, however many of the facts in their response are not true.The National Floors Direct representative who came to our home on 1/29/never disclosed any information with regards to ‘common installation-related issues’ and we were never provided a ‘pre-installation checklist’I tried explaining this to [redacted] on one of our four phone calls (not dozens), however she kept stating that my husband had initialed all of the linesWhen I asked them to please send us a copy of the document they were referring, they refusedThe only document that was ever provided to us and signed by my husband, was the previously referenced ‘Flooring Purchase Order’On this document, there is no such ‘checklist’ and the only reference to baseboard was on the back, stating ‘National is not responsible for resizing doors before or after installation or for any inadvertent damage to moldings, wiring, baseboards, walls, or damage caused by the moving of heavy furniture’As I mentioned before, the rooms had been left empty, therefore there was no damage caused by the moving of any furniture and the damage that was caused can not be considered ‘inadvertent’Additionally, my husband would NEVER initial a document as ‘**’, as he does not go by ‘***’, but by his middle nameThe fact that the company refused to send us a copy of this document and claims that my husband initialed the document using ‘**’ goes to show they are not being honest about this transaction.With regards to the company referencing ‘nicks/scratches’ on the baseboards, this is simply not the caseThe baseboards did not have a few nicks/scratches, the baseboard in all rooms was destroyedI have worked with carpet companies in the past and I have never seen such blatant neglect during a carpet installJudging by the 160+ complaints on the Revdex.com website, this is a common issue for this companyAdditionally, though this home was new to us (purchased on 1/29/16), the natural wood baseboard had not been ‘freshly painted or stained’The gouges are not in the finish of the wood, but deep in the woodThis damage requires all baseboards to be removed, planed, re-stained and then reattached to the walls.With regards to the company’s statements about price guarantees, the carpets were installed on 2/2/and I contacted [redacted] immediately following the installation and informed her of our concernsShe requested photos and ensured us that it would be taken care ofWhen [redacted] called me back on 2/3/(the day after the installation), I happened to be in [redacted] buying new paint for my homeOnce she told me that they were not going to address any of our concerns, she told me that I could ‘go ask the people at the flooring desk in [redacted] if they would take responsibility for damage to baseboards’ and assured me that ‘no carpet company is going to take responsibility for damage to baseboards’I had done just thatI went and spoke with a flooring speci***st at [redacted] and I showed them the photos of the damageThey could not believe the damage that was caused during the install, however they were not surprised by National Floors Direct’s response as they are ‘known for this type of poor service’I then asked them ‘if a customer was not happy with their installation and requested that the flooring be removed and payment refunded, would they do that?’, they assured me ‘100% YES!’ and that they stand behind all of their installationsPrior to this, when I had asked [redacted] to speak with a supervisor or anyone above her, she stated that ‘there is no one higher than me that you can talk to’At this point I was extremely frustrated and requested to have the carpets removed and my payment refunded, she replied with ‘you can remove the carpet yourself you paid for it, you own itWhy would I send someone out there to remove it for you?’ (This response is what prompted me to ask the flooring speci***st at [redacted] how they would handle this type of request)Lastly, with regards to the price guarantee when we were provided our free in home estimate on 1/29/16, we were quoted $(This was not a discounted rate and we still never received our ‘$credit for booking online’) At that time, I had not yet requested quotes from any other companies due to National Floors Direct’s guarantee that they will beat any competitor’s pricing by 15% or the floor was freeOnce we scheduled the install for 2/1/16, we had shared our excitement with family and friendsMost were shocked by the $price tagThis made us question whether or not we were getting a good deal and we decided to get another quoteThe quote we received was for square yards (not square yards that we had been charged by National Floors Direct), an lb carpet pad (similar to National Floors Direct), and a comparable [redacted] berber carpet (it was a different color because they did not carry the same color as National Floors Direct) and the quote came in at lessI then proceeded to call [redacted] (mind you, this was still before the scheduled installation on 2/1/16) and provided [redacted] with the same information as above (sqyds, lb pad, [redacted] berber carpet) and they were able to provide me with a rough estimate as wellTheir rough estimate was also less than National Floors DirectI believe this is the ‘incomplete in store estimate’ that National Floors Direct is referring toWhen the installers arrived on 2/2/(a day later than our scheduled install), they informed us that we would have to call the office about the price guaranteeOnce again, I called Ms, [redacted] immediately after the installation to present our list of concerns and again, she assured us that it would be taken care ofNational Floors Direct’s response of ‘tried to have the [redacted] 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 installation’ was not the case at allIn closing, I would like to state that we are very reasonable people and we can certainly understand ‘inadvertent damage’ that may result from installations such as thisBe that as it may, the damage was extensive and the way that National Floors Direct handled this entire situation was callous and unacceptableTo be frank, there were several more issues with the installation and product that have not even been mentionedA reputable company stands behind their products and services, yet National Floors Direct has done everything but.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 After I called to choose a new carpet on the 13th, I was given a date that [redacted] , the salesman, would come over to show me samplesHe never called and never came to my houseI called [redacted] and she scheduled a different salesman to come overWe choose a carpet and scheduled installation for the 25thI had to call [redacted] because she never called within the time frame she gave me to tell me what time the installers would be overShe said they are canceling installation because the carpet was damagedShe never said it was due to the holidayAt this point I had taken days out of my business to wait for National Floors Direct and they never showed upI politely asked her to refund my money and she said she would not do thatShe began arguing with me and told me "good luck getting your deposit backYou either schedule an install or loose your deposit." I do not trust this company and do not want them in my home installing anythingTo top it off, they want me to pay in full before installAbsolutely not! I respectfully request my deposit back since they didn't follow through with there end of the contract when they promised Regards, [redacted] ***- [redacted]