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].   We received a call back and scheduled an appointment for completing the installation on Monday November 20. I will not accept the response. I continue to view the the case as pending since the rest of the carpet has not yet been installed. Once the job is completed, then I will regard the case as closed.
Regards,
Sasha Turner Brysson

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].  
On our contract the moving was included and on the pre-installation check list you can see that the moving box was check off.  That is because moving was included.  Even though moving was checked off, the installers that they sent to my home were not aware that moving my furniture was included.  Yes they called the office to complain.  After they called the office claimed that moving was not included and after arguing with them they finally agreed with me but after all of that my son came and moved everything that they were complaining about anyway.  If I owe them money why doesn't it show anywhere on the paperwork?  Why does it show on my paper work that they were supposed to come back the following week to finish the job?  It was agreed with their office and there document was signed by their employee stating the same.  They could have documented a balance due.  I have a contract for $4330.00 and I have cashed checks for that amount as proof of payment. I am sure that [redacted] did not even take the time to contact his installers to hear what the installers have to say, because I know they would tell him that we moved everything that needed to be moved.   This company seems to have a lot of complaints and many of them are with similar situations which seems to me like they have a pattern of abuse to their customers and they think that they can get away with it.  They will not get away with it in my case.  I promise you that.  
Regards,
[redacted]

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.

National Floors Direct cannot offer Mr. [redacted] a refund of his deposit. The cancellation period on the order has expired. Mr. [redacted] rescheduled his installation once and National Floors Direct rescheduled his installation once. On the final agreed upon installation date, Mr. [redacted] refused to...

accept delivery of the carpet.

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.

At no point has any action taken by National Floors Direct constituted anything remotely close to a breach of the agreement. We have acted in good faith in trying to install this order per the terms of our agreement with Mr. [redacted]. We cannot issue a full refund. If the customer is completely unwilling to move forward with the installation under the terms of the agreement, National Floors Direct is willing to extend a good faith offer to refund Mr. [redacted]'s deposit less the applicable restocking fee. This will be a net refund of $466.00. Otherwise, we remain ready, willing, and able to install the flooring per the terms of Purchase Order [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 filed a complaint with the Revdex.com #[redacted]. National floors direct said they would fix my trim. So I closed the complaint. [redacted] from national called me last Friday and said they would fix it and she would get back to me. I never heard from her again so I called her today and she said because I filed a complaint with consumer affairs they will not fix it.Can I reopen my complaint. This is the worst company I have ever done business 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].
I am rejecting their response as it includes two untrue statements.  I was indeed charged a $250 restocking fee. As you can see by the attached original purchase order dated 1/22/18, my  total order including tax was  $1589.  As I gave a $400 deposit the balance due upon installation should have been $1189.  When they called me to confirm the installation date of February 19, 2018 I was told I had to have  a cashiers check in the amount of $1439.($250. more than what my purchase order quoted). Also, my complaint was filed on February 16, 2018 and the installation took place on February 19, 2018, which was only days apart, not a full month as stated by the company. [redacted] J. [redacted]
Regards,
[redacted]

Any material needed to complete the installation was delivered at no additional cost to Ms. [redacted]. We apologize for any inconvenience associated with the unforeseen delay in completing the project. National Floors Direct offered a significantly more expensive product upgrade to Ms. [redacted], which she accepted, prior to her filing of this complaint. The issues with the substrate in her home were not foreseeable. We cannot offer a product upgrade worth more than $1,250.00 and a $500 credit to Ms. [redacted].

The content of Mr. [redacted]'s complaint is wholly untrue. Mrs. [redacted] executed a signed purchase order for the [redacted] carpet. In consideration of beating a competitive price quote, Mr. [redacted] agreed to a reduction in the price with all other terms - including the product and installation...

date - of the original agreement remaining un changed. There was never any agreement for any carpet other than the product National Floors Direct delivered. Mrs. [redacted] selected this carpet off of a [redacted] branded sample board. There is no room for interpretation.

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 was told by the salesman that the floor would be removed. I believe that the poor customer service and threats we received negated the contract.  I certainly wanted the floor and would have accepted it if the customer service had not been angry and threatening. Also, the response has left off the fact that the person who called to confirm the appointment told me to call customer service and check on the matter and the National Floors Direct installer said the old floor had to come up.  Yes, National Floors Direct did eventually offer to rip up the old floor, but we had been threatened and treated poorly by the point and were wary of any service that might be provided.   Thank you, [redacted]
Regards,
[redacted]

National Floors Direct cannot offer Ms. [redacted] any refund of her deposit at this time. At no point after this order was written - 4 months ago - did Ms. [redacted] forward any written notice of cancellation to National Floors Direct. Our records indicate that she did call to postpone her installation citing the need to change the color of the floor based on the specific shade of kitchen counter top she was selecting. The order was placed into a "customer will call" status, where it has been since. We cannot cancel the order 4 months later. If Ms. [redacted] would like to select a different color material, we can do so. Otherwise, we remain ready, willing, and able to deliver the order as contracted.

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. 
This is a complete and utter lie from the company. I have proof that I cancelled in writing in the correct specified time as outlined on the contract. I also have usps confirmation of their receipt of said cancellation in the correct timeframe for both orders - using their cancellation forms. How do I go about getting the refund we rightfully deserve? They told us they would refund our money and said we needed to sign a release. We agreed that we would the release yet weeks went by and we still didn’t receive the release so we went to the Revdex.com. What are the next steps? This is not ok that the company is lying and dishonest and keeping our money.  Regards,
[redacted]

National Floors Direct offered a significantly more expensive product upgrade to Ms. [redacted], which she accepted, prior to her filing of this complaint. The issues with the substrate in her home were not foreseeable. We cannot offer a product upgrade worth more than $1,250.00 and a $500 credit to...

Ms. [redacted].

National Floors Direct cannot offer Mr. [redacted] a refund at this time. We have incurred significant costs in attempting to install the special order vinyl he purchased in home. We cannot be held responsible for the unforeseen circumstances and hidden defects in his substrate that came to light after...

the existing floor-covering was removed. It is not possible for our representatives to see through the existing flooring. The substrate in Mr. [redacted]' home is rotted and in need of repair. Mr. [redacted] was presented with reasonable costs to repair the issue or the option to remedy the rotted substrate on his own. In either case, we remain ready, willing, and able to move forward under the terms of the agreement but we cannot offer any refund at this time.

We apologize for any delay in completing the installation at Ms. [redacted]'s home. That said, we believe strongly that, had she been home for the installation and not left a third party there to make decisions on her behalf, the installation would have been completed on the first visit as contracted. We...

need the home owner and decision makers available to address unforeseen issues that may arise in the normal course of completing construction projects. National Floors Direct has agreed upon a new date to install the flooring at Ms. [redacted]'s home.

National Floors Direct has sent a local installation manager to the home to inspect the installation and determine a mutually agreed upon course of action to remedy any issues.

As entered, "we cannot control the snow or the impact it has on the region in which Ms. [redacted] lives. That said, this customer has already been offered a full refund of her deposit."

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].. 
The company showed up with unacceptable carpet pad product and we were advised by the installer that the product would result in poor quality overall. We are entitled to a refund of deposit monies as the company did not honor the purchase order agreement as written and supported by available documentation. We do not wish to move forward with a purchase that would result in an unsatisfactory product and experience. The acceptable response is to return our deposit as no goods have been rendered by the company toward this purchase and the company has been unresponsive to our attempts to a resolution until we have filed a complaint with the Revdex.com.
Regards,
[redacted]

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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. 
Regards,
[redacted]