Total Music Centre

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 resolvedI apologize for not understanding that a full refund was initially offered
Regards,
*** ***

National Floors Direct cannot offer Mr*** any refundNational Floors Direct purchased special order *** Parquet flooring to complete her installationUpon removal of a small portion of the existing flooring, the installation team discovered asbestos tiles under the existing flooringIt
is illegal for National Floors Direct to move forward with removing asbestos tilesImproper removal can result in significant health problems for the inhabitants of this apartment, and of neighboring apartments. National Floors Direct attempted to explain this to Ms***She was emphatic that we remove the wood and asbestos, citing a recent installation where the installer did as suchWe cannot do thisIf Ms*** wants to hire another company to remove the asbestos, we can adjust the order total to reflect the new scope of workIf Ms*** wants to purchase only the special order materials, we can adjust the order total to reflect the new scopeWe cannot offer any refund or remove asbestos

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 # ***
Regards,
*** ***

The issues Ms*** is experiencing are the result of the condition of her home, her existing wall moldings, and the state of the existing carpet in the area adjacent to where National Floors Direct installed her vinyl floor, as evidenced by the pictures Ms*** submitted to our claims
department, which was subsequently denied for good causeNone of the claims in Ms***' warranty claim to National Floors Direct or the Revdex.com have any validity, nor is it reasonable that she is entitled to any refund of her purchase price - let alone a full refund.Ms*** hired National Floors Direct to install a luxury vinyl plank floor in a "kitchen and landing," area of her homeAt no point during her installation did Ms*** express to National Floors Direct any dissatisfaction with the level of communication she received from our installation team, nor did she make mention of using a hair dryer to install the floorThe contract to install the vinyl flooring and accompanying pre-installation checklist and hard surface worksheet, the terms of which Ms*** agreed to and signed off on, indicate that installation space needs to be kept at degrees or higher for at least days prior to installation. Further, as agreed up by Ms*** and our representative at the time of purchase, National Floors Direct was not the responsible party for removing and installing her existing wall moldings, and was therefore never in a position to damage themAs evidenced by the photos of her wall moldings, they are very, very old, and have been subjected to decades of abuseRemoval and re-installation of the wall moldings were not part of the scope of our agreementNational Floors Direct would be happy to contract with Ms*** (as we offered to do at the time of sale) for the installation of new wall moldings, that will bring a much more aesthetically pleasing look to the space for a relatively low investment.With respect to the remaining issues in Ms***' Revdex.com complaint, the transition molding is not coming upThe molding is made from vinyl and is of an extremely low profile, as it is designed to coordinate with the height of the vinyl flooringThe issue Ms*** is experiencing is that the area where the vinyl meets the adjacent carpet is completely un-level and the transition is simply taking the shape of the flooring underneath itThere is no solution to this other than to have Ms*** remove the carpet in the adjacent room, have the flooring leveled, and purchase a new floorAlso, there are no areas where one can see through the vinyl to the flooring belowThere are some gaps below the wall moldings, but only because they are broken and damaged from decades of abuse, and, again, were not part of the scope of our agreement.National Floors Direct cannot offer Ms*** any refund, and certainly not a full refund, for her orderAs stated, she can improve the look of the flooring by investing in new wall moldings, which National Floors Direct would be happy to supply and install at a discounted rate. PLEASE NOTE: I attempted to attach photos but have been unable to do so due to an error with the Revdex.com interface

National Floors Direct cannot offer this customer a refundHer response confirms that the work was completed to her satisfaction and acknowledges that the product was delivered and installed as orderedNew carpet or padding is not going to alleviate squeaking in someone's homeTo suggest this is illogical at bestBased on the description provided by the customer, it seems that the carpet is being locally damaged and/or severely neglected. National Floors Direct does provide an installation warranty to its customersNo remedy under the warranty includes a refund after months of abuseIf the customer would like to submit a warranty claim with either the company or the manufacturer of the product, National Floors Direct would be glad to assist in that process but we cannot refund the entire purchase price of the order

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. This is what the customer service rep told meI wanted it in writing and she refusedI also asked to speak to the manufacturer to see what I could do from here and she did not know who manufacturer was, making me believe she is not telling me the truthShe would not let me speak to a manager eitherAlso, according to the order sheet we should have had a pad under the floors, which they did not doWould this have helped provide a moisture barrier? I need to have a conversation with a manager at NFD and at the manufacturerThey wasted over $of my money and I deserve a conversation.
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 # [redacted]. Please add your rejection comments below. 
To whom it may concern,
 
 .I , [redacted] am responding to National Floor Direct Response. The problems with this company began on August 28th when their installers did not show up to install the flooring in which I had already given them a deposit of One thousand three hundred and twenty four dollars. They did not call or show up, I in turned called the company, where I was given two different stories, by two different people. The first time I called I was told the persons who needed to break up my tiles did not come in... then I called later trying to find out what was the resolution and was then told the materials were not in, needless to say the installation was not done that day. I later received a call saying I would be the first stop on Thursday, August 31st between 9& 12.... I received a call 8:20 that morning saying the installers would be there between 9 & 12....again no one showed up . and no one called. I called the first company again, about 12:15 ... and was then told the installer had a medical emergency. I was yet again rescheduled... now a week later on Thursday, September 7... the installers finally actually show up and demand the balance paid in full... I at this point had returned to work so I left my husband and mother in charge. Upon ordering this Flooring I stated to [redacted] that we would pay in full when the job was completed, he agreed. At this point my mother nor husband was comfortable with paying the balance in full when we had no finished product & hadn't even seen the merchandise. The installers called [redacted]... and [redacted] called me at work... I told him we where not comfortable and would not pay the balance in full without any work being done or completed. I told him I gave my mother permission to speak for me. After a back and forth conversation , [redacted] stated to me okay... your mom can give them the balance after... which was a cashiers check... we hung up... he then called my mother back and asked fir the balance in full again. I was on another line so I could hear her side of the conversation. In the end, she refused to pay them in full without any work being done in full. National Floors Direct had half of their payment in front, a plethora of excuses why the job couldn't be completed accordingly and all I had was a my living quarters turned upside down, the excuses they gave me, and out of 1,324 dollars. Hence the reason I was not at all compelled to pay them the balance in front without having a satisfactory hardwood floor installation, Regards, [redacted]

National Floors Direct completed 2 installation for Ms. [redacted] on 10/17/2017. After the work was complete, she signed both Customer Satisfaction Checklists, rating the installation as Excellent in 6 different categories. She further certified that, "the installer confirmed with [her] that the...

correct color and style of material was installed." National Floors Direct cannot offer Ms. [redacted] a replacement of the carpet that was installed. Everything for which she contracted has been completely and accurately installed in her home.

National Floors Direct maintains that the photos submitted by Mr. [redacted] show damage to the carpet caused locally. Even still, as a measure of good faith, National Floors Direct can offer a service call at no charge to the customer to attempt to repair the damage.

This repair work has already been completed.

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I would ask that National Floors Direct, Inc. reach out to me at the listed email address to determine how to process the refund.  
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].
First I would like to say that my original date that was set for installation was set for Monday 10/2/17 and was postponed until at the last minute and rescheduled for Thursday.  My son would have been available to do anything that would have been needed on Monday and that that he would not be available for Thursday and they said that would be alright he does not need to be there.  When the company called me to confirm they asked if everything was moved and I had told them that that my son was not available and that When I placed my order the salesman verbally told me that all I had to move was the few items that I had on my dresser AND ON MY TV STAND which can and was done in 5 minutes.  On the contract that I initialed there is 2 boxes that are checked off as YES  NFD will move the furniture and they will move the appliances as you can see on the photo of the contract attached.  Again my salesman verbally told me all I had to move is the items on my tv stand, coffee tables and the few items on my dressers.  And he checked off that NFD would do the moving of furniture and appliances. On the day they showed up the installers did complain that they had to move the stuff and that we are not ready and wanted to charge me an additional $850.00.  At that point I had explained to the office moving was included and after I told them if they are going to change the deal and charge me that I will cancel the order.  At that point they agreed to continue the installation as per the contract and NOT CHARGE ME ANY MOVING FEES.  At that point I was so upset I called my son anyway and he came over and removed all of the draws and contents from my dressers and moved them into the living room so they would not have any thing to complain about or delay them. When my son came on the 2nd day my son noticed that in the living room they had put down 1/4 round molding which was not the product that I had ordered.  I had ordered the more expensive product which is the 3 1/2 inch wall board (additional $850.00).  We called the company immediately at 9AM and spoke to [redacted] to tell her of the problem then we called again at 11AM and spoke to [redacted]. Both said she will contact the installers to try and get them to get the correct molding.  This was 3 hours before the installers arrived.  Once the installer arrived we asked if they had the correct molding and they knew nothing about the mix up.  Apparently nobody even tried to contact them.  So again we called them and at that point they got on the phone with the installer and asked them to go out to [redacted] and purchase the molding but the installer (Omar Perez) Refused to lay out the money.  When he gave me the phone back they asked me to run to [redacted] and I explained that I was not able to buy the molding either.  For a few reasons.  First of all I had already paid for the molding and it should have been on the truck and in my home and they should have had it with them.  2nd I am 80 years old and I cannot carry this heavy building material.  And I do not have a vehicle that I can put building materials in.  This was not my responsibility to run around and fix their error. After speaking with [redacted] and [redacted] they told me not to worry,  it was their mistake and that they would send out another crew the following week to put down the 3 1/2" floor boards.  I had the installer listening to the conversation and sign the statement on the back of the agreement form stating that the company would fix this problem.   At no point did they mention that I would have to pay an additional $650.00 for any reason at all let alone for getting the proper wall boards so that the job can be complete.  As you can see there is no note from the company on their paperwork that indicates a balance due for any reason at all.   The following week,  My son did speak with [redacted] the vice president of sales and told him everything that happened, but my son said that [redacted] had his mind made up before speaking with my son.  He said that they would not do anything for me unless I paid an additional $650.00.  My son explained that He moved all the drawers and content, but [redacted] was nothing but RUDE AND CONFRONTATIONAL towards him.   I do have recording of my conversations with National Floors Direct as well as photos of my son moving the contents of my bedroom furniture which I will use in small claims court or at a hearing with the department of consumer affairs should it be necessary.  I hope that it does not have to come to that.  All I want is the $850.00 That I paid for a product that I did not get so that I can get my home finished the way it should be.
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].  
I reject this response because from the minute the salesman [redacted] stepped foot in my home he was told I want quality carpeting.ALSO I had [redacted] remove all the samples of the lesser quality carpeting from my kitchen table. I'M telling the TRUTH and if need be offer to pay for a lie detector test for myself and NFD salesman [redacted] before filing a court case. NFD  was told in an email within 3 hours of signed contract I wanted  it acknowledged that [redacted]  SERIES CARPETING WAS BEING ORDERED and told not to worry. This can all be proven to be the truth by taking a LIE detector test at my expense thank you.
Regards,
[redacted]

National Floors Direct sincerely apologizes for any inconvenience associated with the confusion and delay surrounding the closet carpet installation. Our records indicate that the project was completed on 11/20/2017.

We apologize for responding that the railings were wood. We have obtained photos of the space from the installation team that was on site to complete the work, confirming the details of our initial response to this complaint. Regardless of whether the railings are wood or iron, there is not enough space between the wall and the railings for the installer to PROPERLY upholster the stairs. Removal and re-installation of the railings is not in the scope of work for a carpet installation team. While it may be possible to complete the installation with the railings in place, the limited access to the capped (overhang) areas - as pictured - will limit the installer's ability to properly install the carpet and will likely impact the long term performance of the installation. The railings should be removed so we can install the carpet in a manner consistent with industry standards.

National Floors Direct disputes the content of Ms. [redacted]'s complaint. The product written on their order - which is SIGNIFICANTLY more expensive than the product they are looking to have installed - was sent to their home for installation correctly. National Floors Direct has communicated with Mr....

& Mrs. [redacted] to come to terms on a solution to the issue.

It is the company's contention that Ms. [redacted] is trying to identify problems where none exist. We cannot offer any other solution than what we have already. With hundreds of thousands of custom stair carpet installations, this is the only Revdex.com complaint referencing a customer having an issue with the tack strips on their stairs. There is no other way to install carpet on stairs. The tack strips are not installed in the normal traffic area on any staircase, including Ms. [redacted]'.

National Floors Direct cannot offer Ms. [redacted] any refund for this order. On 12/12/2017, Ms. [redacted] placed an order for installation of a hardwood floor on 12/16/2017. At the time of installation, she left a $90 deposit to initiate the transaction with the understanding that she would apply an...

additional deposit the following day.On 12/13, Ms. [redacted] provided an additional $1,410 deposit by check and agreed to waive any right to cancel the order so National Floors Direct could offer her an "emergency rush installation" on a special order hardwood flooring product. On 12/14, Ms. [redacted] left a message with our overnight answering service to cancel the order. Based on normal processing procedures - unaware of the special circumstances agreed upon on 2 consecutive days with this customer - a hold was placed on the material shipment. After our customer service team connected with Ms. [redacted] later in the day on 12/14, the hold was released but not in time for the material to make the intended 12/16, delivery date. This was thoroughly explained to Ms. [redacted] on 12/15. The materials arrived in our local distribution center the following business day, 12/18.If Ms. [redacted] did not leave the message with the answering service, the flooring would have arrived and been installed as originally agreed. As we have communicated to Ms. [redacted] several times, this is a special order product. National Floors Direct cannot offer her any refund. We remain ready, willing, and able to proceed with the installation services as contracted but we are unable to cancel this order.

National Floors Direct contracted with Mr. [redacted] (Ms. [redacted] is not a party to this agreement so she may be unaware of the terms to which Mr. [redacted] agreed) for installation of special order [redacted] luxury vinyl flooring in his basement. 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 loose. As these conditions are know to cause respiratory illness and it is illegal in the state of New York for a floor-covering contractor to remove this type of flooring, work was stopped immediately. We notified Ms. [redacted] 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 installation. He initially agreed but then demanded we cancel his order. We cannot cancel this order or offer any refund at this time. Per the agreement, it is reasonable for "unforeseen circumstances," to delay an installation. Whether it was explained to the representative or not that there was asbestos under the carpet is not the issue. The issue here is that the asbestos is LOOSE. If it's in place, we can go right over it with the product he selected. If it's loose, someone other than our company will need to remove it so we can do our work.Mr [redacted] initialed next to line item #16 of his pre-installation checklist at the time of sale, ". Upon removal of your existing floor-covering, hidden defects or unforeseen circumstances may be exposed that impact the cost and scope of materials and labor required to complete your project to the standards set by the manufacturer of your flooring and the industry. It is not possible to completely determine the condition of an existing sub-floor and/or underlayment until all existing floor-covering is removed. NFD maintains the right to postpone or cancel the installation of a job if the sub-floor does not meet industry standards." National Floors Direct remains ready, willing, and able to deliver and install the flooring in his home but it is the homeowner's responsibility to provide a safe working environment. We cannot illegally remove hazardous materials from the home and we cannot install the floor until those hazardous materials are removed.

This complaint was closed 3 months ago due to a lack of response from the customer. National Floors Direct is still unable to offer this customer a full refund for the flooring they have been walking on since last September.