Total Music Centre

National Floors Direct cannot offer Ms*** any refund for this orderThe customer purchased special order installation materialsShe has rescheduled the installation several times without notice and National Floors Direct has waived all applicable restocking fees in good faithMs***'
order paperwork clearly specifies that National Floors Direct is not a plumbing contractor and that we cannot perform plumbing work in her homeThis is her responsibilityWe remain ready, willing, and able to complete the installation as contracted as soon as she is ready to perform her duties under the contract

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 contract was breached when no one showed up on Monday February 19th between pm and 4pmWe received a call at 4:pm stating the drivers truck broke down and they would try to send someone elseAfter I called many times I received no phone call back to rescheduleThe next morning a contractor showed up at our house demanding cash for the jobWe were not home (as we had taken off work the day the job was supposed to be done)It is highly unprofessional that no one returned any of our phonne calls, and that someone shows up unannounced and Rudely demands cashThat is unprofessional and not how you run a businessWe never received a phone call to reschedule and the fact that we were called minutes after the scheduled latest time frame with the contractor not showing up, was unprofessional as wellThis all being said, how can we trust someone to renovate part of our home when they were rude, unprofessional, and unreliable? A full refund is in order and if we do not get it we will be taking you to court.
Regards,
*** ***

National Floors Direct cannot offer Ms*** any refund for the order that we installed in her home in AugustAt the time of installation, it was noted by the installation team that the customer was attempting to blame him for a scratch on her floor underneath a rug in an area of the home where no installation work was provided by National Floors DirectWe cannot offer Ms*** anything. The estimates submitted from the roofing company and the company from Pennsylvania do not change the company's positionThis flooring is almost one year oldThere is no amount of money that the company can provide this customer at this time

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 # *** Business did not respond to all issues listed in complaint NFD is responsible for ALL damage caused by their installer Business accusation in their reply is and has no substance.
Regards,
*** ***

Ms*** executed an order for IMMEDIATE carpet installationAs a term of the contract, she agreed in writing to waive any right to cancel the orderTo meet her installation time frame, the carpet she ordered was cut the same day and transferred to our local distribution center for
installationWe cannot offer any refundThe custom cut carpet for Ms***'s "emergency hot rush" installation is ready for installation

National Floors Direct does not assemble or disassemble furnitureWe are a flooring installation companyNo damage was brought to the company's or the installer's attention at the completion of the installationIn the interest of trying to resolve this complaint, National Floors Direct can offer Ms*** half of the amount she is seeking, $99.00, even though she is in no way entitled to any money whatsoeverThis is a good faith effort to resolve the customer's perceived issue

National Floors Direct sent a manager from its installation department along with a sales supervisor to inspect Ms***'s hardwood & vinyl flooring installation. The condition of the home combined with the strenuous nature of the demolition of the cemented-down existing ceramic tile
floor-covering caused damage to the plywood underneath the ceramicThis kind of work is highly labor-intensiveThere was no structural damage caused to the home whatsoever and a new sub floor was installed on top of the one that was damagedThe sloping of the floor is due to the condition of the existing floor joists being un-level; there is nothing a floor-covering company can do to level the joists in an older home like this.National Floors Direct's representatives met with Ms*** to clarify the issues she had with the installations, align her expectations with the realistic aesthetic characteristics of replacement floor-covering in her home, and propose mutually agreed upon next steps to repair any remaining issues with the floor-covering.The installation team has since been to the customer's home to complete the work 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 # ***Please add your rejection comments below.
Why is this not sufficient? I have requested a sales copy from *** ***I can also provide a receipt. Regards,
*** ***

At no point did any company representative tell Ms*** that she was not able to cancel her orderThe company has every right - especially when we have purchased a special order blue berber carpet (that will sit idle in our inventory for months or even years until it's liquidated) on their behalf
- to ask any customer any questions we like regarding their order or cancellation.The order is canceledNational Floors Direct will issue a refund in a timely manner consistent with the language in Ms***'s purchase order

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.
Regards,
*** ***

National Floors Direct provided free perimeter wall moldings for Ms.***'s flooring installationThis is outlined on her purchase orderNational Floors Direct does not install free perimeter wall moldings behind appliancesAs explained to Ms***, if she is interested in additional molding work
that is outside of the scope of the agreement and above and beyond the free moldings provided, she will need to bear the additional costs of the materials and labor needed to install the moldings behind her appliances

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 statement that we accepted the work is 100% false From the time the installers came into our home we stated it was not the correct carpetThe paperwork I was asked to sign I stated it was the WRONG CARPETWe tried to inform NFD at the time the installers were at our home that they had come with the wrong carpet, but the office was closed ( since they were extremely late) we were told by the installers their boss said to call the office Saturday morning and they would " take care of us" My paperwork NFD provided clearly states " if for any reason you are not completely satisfied, do not hesitate to contact us for immediate action" Well I did contact NFD and found they could care less of my satisfactionAlso I've found many complaints similar to mine and feel it is common practiceI expect the carpet we chose to be installed or a full refund and they can have their carpetOn our previous purchase with NFD we had no issues and was supposed to get the same carpet quality in our family room as we did in our basement, but this carpet and/or padding does not have the same comfort, I feel as though it's a lesser quality alsoI've asked to speak to upper level management, my salesman, the installer and the install manager and NFD has declined to allow me to speak to anyoneAlso I requested a sample to be sent to my house of tge carpet we chose and also NFD declinedI'm wondering why they will not try even a little to prove I have the carpet I chose.
Regards,
*** ***

Ms*** made no mention of attempting to change the terms of payment during the confirmation calls leading up to the installation, during the call on the morning of the installation, or while the installation team was on siteThere was another person at the installation - not a party to the agreement - that refused to payMs*** consented again to the payment terms while on the phone with our customer service department but the party on-site refused.National Floors Direct remains ready, willing, and able, to deliver the order per the terms of the agreement with Ms***, but we cannot offer any refund at this time

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.
Clearly National Floors Direct has not been reading my responses. I have never received any kind of response from them until I filed a complaint with the Revdex.com. They were obviously avoiding contacting me since I had to do all the follow up calling and non-responded e-mails. Why don't they answer to any of the other issues that were made clear in these many responses? Trying to call me untruthful is ludicrous seeing they have sent anyone to investigate like a credible company would. I will compare my reputation against National Floors Direct at any time There is no oxidization that takes away chunks of wood. If they were a good company they would have sent someone out to see that. I am very disappointed in this company and I will make sure I tell everyone I meet, just that. I have been shocked at their replies. Everything they have said is not founded and insulting. What kind of company insults a customer? The lashing out with rudeness usually shows how scared and wrong someone is. I have said that the strips are coming up and still they have ignored that. Unbelievable!
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 # ***..
My request is for NFD to pay for ALL damages caused by installer as stated in my original complaint Business needs to read and understand complaint as complaint is not exclusive to a scratch caused by installer to existing floor Business needs to address ALL damages caused by installer As far as NFD alleged claim of a existing scratch, they can't be farther from the truth and burden of proof is on themInstaller identified scratch as it was where he staged all his tools that scratchInstaller asked if he could repair it when he returned to finish job as I agreed Installer never returned to finish job or repair floor. The damage he caused to walls with nailer was hidden by installer by turning off all the lights I've included a few picturesall pics were sent to NFD prior to Revdex.com complaint
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 # ***
The customer is not aware of any "considerable discount" NFD is refering toThe total I was given was the total I was givenIt seemed like a good price with an additional $off the top if I signedThe "$1,700" number is the first time Im hearing of it, it is no where written, its pulled out of thin air. "Can't honor a refund after install?" Of course they canIt should have been honored before installAnd the response at the end of their email offering to "re-figure" the price to charge me another $to recieve the $discount they promoted is an accurate reflection of the rude and bully-ish culture this company harborsThey ran an ad and didnt honor itThey admit that in their response, "that coupon cannot be combined with any other special offers"What special offer did they give or did I recieve, can they show me?*** ***
*** ***

This customer is not being truthful in her response Our position has been explained to her multiple times by multiple different people, we did not cause that damage to those baseboards The photos, which we received back in November clearly show oxidized wood which means the damage is not fresh As we have told this customer previously if there is some problem with the installation of the floor that is covered under warranty we can fix it however fixing the baseboards is a non starter as we did not do the damage

All of the work for which Mr*** contracted with National Floors Direct has been completed

[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 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. I do accept the refundI didn't see that at the bottom they agreed to a refundCan I change my response to accept?
Regards,
*** ***

National Floors Direct cannot offer Ms*** any refund of her deposit on either orderMs*** contacted National Floors Direct well after the cancellation period noted clearly on both purchase orders, and after all of the materials for both of her orders had been received in our local
distribution centerMs*** ordered different colors and styles of different special order carpets as well as a special order Luxury Vinyl Flooring productNational Floors Direct cannot return these products to the manufacturerThese materials were ordered on Ms***'s behalf in accordance with the terms of her contracts with National Floors Direct. We are sorry if Ms*** had a negative experience speaking with one of our team membersA review of the phone call she is referencing and a consultation with the team member in question do not show anything other than the team member doing his job in trying to communicate the terms of both agreements to an irate Ms***Management sincerely apologizes if our team member came across as rude, but there is nothing we can do to cancel the orders or refund the depositsNational Floors Direct has no use for the special order materials we have in house to satisfy her orders.We remain ready, willing, and able, to complete both installations as contracted