Total Music Centre

As this customer is aware, they received a considerable discount off of our regular price in consideration for moving forward with the orderThis discount equates to far more than the $online sign on coupon available on our websiteThat coupon cannot be combined with any other special offers
nor can the company offer any additional discounts off of an order that's already installed. The regular price of carpet, premium padding, installation, r& removal of existing carpet and pad, and installation labor is more than $1,before sales taxIf the customer would like to re-figure the order at the regular price minus $150, we are willing to do so but we cannot provide $off an installed order that is already heavily discounted

National Floors Direct cannot replace Ms***'s carpetThe product installed in her home is exactly the product for which she contractedAt the time of sale she selected this product from a *** Industries branded sample boardAll information regarding the carpet delivered to her home is
verifiable and coordinates with the exact product she selected. Further, at the time of completion, Ms*** signed off that the installation was complete and certified in writing that the product was verifies prior to installation as the carpet she selected at the time of saleIf Ms*** does not like her carpet, we can offer a new carpet at a discounted price but we cannot offer her a new carpet for free

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 company issued a check for a refund of my deposit in the amount of $499.45, however, the check is made out to '*** ***'My name is *** ***Therefore, the check cannot be deposited.
Regards,
*** ***

National Floors Direct cannot offer Ms*** any refundThe carpet installation was completed as contractedThe company strongly disagrees with the factual accuracy of the claims made in this complaint

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. Once again, National Floors Direct's response is not accurateLast time they said they immediately sent someone out and I provided call logs to show that was not the caseIt is convenient they did not address that in this responseIn terms of their opinion they did not breach the contract: their salesman told me it would be installed, it was then put into the purchase order stating it would be installedThey did not install the rosin paperThat is the definition of breaching a contract.On April 28, I had a conversation with *** on my recorded line after he came out to inspect the workHe agreed that when he was at my house doing the inspection on the risers he told me that if he had done the job, he would have used rosin paper or adhesive. Additionally we had a second call on April because his cell phone dropped the callThis is one of the times when he told me they would reinstall the floors with rosin paperIn National Floors Direct's response they claimed no representative offered to replace the stairs***'s direct quote at the end of the call is "If you feel the floor was installed without rosin paper and you are adamant that you feel you need to have it, then we'll put it there." He then canceled the appointment to fix the risers and said he would call the next day (which he didn't do)I have attached a copy of the callNational Floors Direct is avoiding living up to the contract they put together and made me signThe rosin paper was not installed and there is a possibility my floors may squeak in the future as a resultIf they squeak, I have no recourse and would have to pay someone to fix the issueI would like National Floors Direct to reinstall them with the paper, as the salesman promised, the contract states, and *** told me on 4/28/If they are not willing to do that, asking for half my money back is more than fair (I could ask for all my money back since they didn't live up to their end of the contract) considering the risk I am assuming in them squeaking in the future
Regards,
*** ***

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 #*** provided they contact me as stated. In a previous message they also said they would contact me regarding a refund but I never heard from anyone, which is why I asked for the case to be reopenedI understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

National Floors Direct can neither send someone to assemble a bed in this customer's home nor can we offer any money for the customer to hire someone to do thisIt is clearly specified in the pre-installation checklist that furniture assembly is not a service we can provideThis is the customer's
responsibility

Although Mr***'s account of the events is a distortion of the truth, National Floors Direct has agreed to issue him a full refund of the deposit on order ***

Our customer service department has tried several times to contact Mr*** by phoneWe can be reached 24/at (*** ***A customer service representative will be able to help schedule a service call

Unfortunately the customer's order is no longer covered under warranty as it is past the one year warranty term

National Floors Direct contracted to install a very large laminate flooring project for Ms***On the day of her sales appointment, there were multiple other vendors bidding for the same projectNational Floors Direct was able to beat one of our competitor's prices by almost $6,The
price Ms*** contracted for was extremely competitiveAlong those lines, Ms*** requested that National Floors Direct remove and re-install the existing wall moldings in her space in lieu of purchasing new moldingsNational Floors Direct agreed to do so and provided a waiver for Ms*** to sign at that time - which she did - outlining that re-using existing wall moldings was likely to cause damage to the walls and the moldings themselves and that National Floors could not be held responsible for that damage, since our recommendation would be to replace those moldings with new onesIt is completely unreasonable for Ms*** to request that we pay for damage that National Floors Direct told her was likely to occur prior to the installationThere is no way National Floors Direct can offer Ms*** any compensation whatsoever

We have sent this refund to the customer multiple times and they do not get it for whatever reason What address would they like the refund sent to where they regularly receive mail?

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,
*** ***

The flooring in Mr***'s home is installed correctly and in a manner consistent with industry standardsNational Floors Direct patched the existing substrate prior to installationWe were not contracted to re-build the entire basement concrete floor; this is outside the scope of a
floor-covering installation project.National Floors Direct attempted to explain to Mr*** that the issues he has observed with the "waviness" of the Vinyl flooring is the result of the uneven substrate - that was patched to bring the substrate up to industry standards for installation, not re-poured as new and perfectly level concrete. When National's installation team went to Mr***'s home to replace the flooring, it was explained to our installation center that the replacement of the flooring with the same product would result in the same "waviness" in the productThe installer recommended a different product that would better mitigate the issues with the concreteThe problem here is not with the product or installation but with the customer's perception of what this base grade vinyl product will look like over wavy concrete. That said, National Floors Direct remains ready, willing, and able to replace the floor as agreed as long as Mr*** acknowledges (via the waiver provided to him by email) that the agreed upon replacement will not resolve the issueIt is redundant to install the same product; the result will be the sameAs there is no issue with the product or installation, National Floors Direct offered Mr*** a significant product upgrade in lieu of the replacement for only $502.00. For flooring that Mr*** says he was charged $5,(he was charged far less), $for an upgrade to a product that will better eliminate the "waviness," is very generousThe flooring upgrade will cost National Floors Direct significantly more than $

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 # ***
On the back on the purchase order states my carpet is covered under a limited manufacturer warranty as well as National covering labor and installation for one year There are clearing installation issuing arising now after short monthsCarpet is not staying down, it is wrinkling where there is no crease or hem I would like for someone to come and inspect this carpet to further determine if anything we are experiencing is covered under warrantyWhen it was installed the installation guy felt that there was a defect in one of the pieces sent and even delayed laying it until notified what to do. The pieces were cut to short to allow for movement from traffic and vacuuming Tacks are exposed All of this was discovered after a few days after installation, after the satisfactionchecklist was complete This may be the exact carpet we ordered but it is certainly not holding up to the quality we were told it would beI brought forth all of my concerns within the following days and weeks after installation and no one in customer service would give me the time of dayThese issues were brought to the companies attention within the warranty timeframe just no one wants to acknowledge that.
Regards,
*** ***

As outlined in "Areas to be Covered," section of Mr***'s Flooring Purchase Order (attached herein), the "Basement" area was for installationAlso attached is a signed completion certificate indicating the work was completed to Mr***'s satisfactionAs such, National Floors Direct cannot offer any monetary compensation to Mr***

National Floors Direct has already issued Ms*** a full refund of her depositThis was mailed almost months agoIf Ms*** still has not received the refund she will need to contact our customer service department to request a new check be mailed out and to verify her mailing address, not Revdex.com

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 response to my complaint completely ignores the basis for my disputeI was in receipt of the cancellation form, but was not clear on where to send itThat is why I called the Sales representative, and that is when he asked me to delay my cancellationTwo days later, he claimed to have personally cancelled the contract for meThe customer service representative also refused to give me proof my deposit had been converted to a company credit.
Regards,
*** ***

National Floors Direct completed this custom hardwood stair installation in as timely a manner as possibleWe apologize to Ms*** for any delay with the installation relative to the expectations set by our field representativePer the completion paperwork signed by Ms*** after the
installation, the job has been installed 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 # ***
Attached are the contracts and supplement that I signed, including a close up of the supplement. Please show me where it says the toilets have to be removed, and where I signed acknowledgement. It only says NFD does not remove toilets, not that they HAD to be removed. The salesperson, *** ***, told us removing the toilets was optional, that the installers could get under them as far as possible. I have him an $deposit. The installers came and said we had to remove the toilets and they could not proceed until we did. I called NFD and said we'd been deceived and asked for our deposit back. We were told there was "no way" we would get our deposit back, and that if we did not proceed with the installation, we would forfeit the deposit. We were coerced into proceeding with the installation. Again, please show me where it says the toilets had to be removed. It only says NFD does not remove toilets, not that they HAD to be removed.
Regards,
*** ***