Total Music Centre

No timely written notice of cancellation was provided to the company. As explained previously, in light of this bad faith complaint, National Floors Direct is unable to renew its good faith offer to issue Ms. [redacted] a refund. A refund was offered, her response was to complain to Revdex.com. No refund will be issued.

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 have attempted numerous times to resolve my complaints with National Floors Direct, and their customer service department, including the customer service supervisor. The supervisor stated that they refuse to replace or repair the baseboard that their installers severely damaged. They also refuse to finish quarter round edging on walls in each of the four rooms we had floors installed in by them. They did not supply enough quarter round to the installers to have enough to complete all the walls in each room. The salesman had measured and explained to us that we would have quarter round on all of our walls, even the walls where the baseboard heaters are. The heaters are over three inches off of the flooring, so we have gaps between wall and installed flooring and plaster showing under heaters as well. Our rooms that we had floors installed in need the quarter round to be finished on walls that they left unfinished, and one baseboard that was damaged needs to be repaired or replaced. Thank you.Regards, [redacted] 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]. 
Company continues to disregard ALL damages caused by their installer who lacks integrity with false accusations.  The obvious damage his NAILER caused to my walls, his over cuts to trim, split transition board, and he failed to complete the installation job.  I DID NOT request refund as NFD refers to. . . . .I request $2,400 to repair damages caused by their installer.
Regards,
[redacted]

National Floors Direct scheduled a service call with this client per the terms of our installation warranty prior to becoming aware of this complaint. Our records indicate that the service call has already been completed.

National Floors Direct does everything we can to provide realistic estimated installation dates for our customers at the time of sale. Due to an unanticipated shipping delay surrounding the transfer of material over the Thanksgiving holiday week, we were unable to deliver the floor on the original...

estimated installation date. Mr. [redacted] agreed to a different installation date and subsequently called our office to demand a refund. We cannot offer Mr. [redacted] any refund at this time. The materials he ordered are ready for installation in our local installation distribution center. We are ready, willing, and able to complete the installation as contracted, at his convenience.

National Floors Direct out of [redacted], MA with phone ###-###-#### installed new vinyl tile flooring in our kitchen, bathroom and office under 3 months ago. We had contacted them about the subflooring they installed had a nail sticking through one of the tiles they installed over it. They seem to not care as they still have yet to send someone to repair their installation issue. I have a 3 year old and a 1 year old just learning to walk and stepped on it, making her foot bleed. I can also walk you through the whole sales pitch, smoke and mirrors act and they never delivered what they said they would. This is a rinky dink small game business that is unprofessional and fleecing people as I can now see from the stacked complaints. I am so pissed off I can't write anymore but I will say someone should audit their books because they are hiring illegals and charging high prices for bad service. I also had to pay for a change order which I was guaranteed wouldn't be needed but I just wanted them to finish and get the hell out. NFD had me pay the laborer directly, in cash or they wouldn't do the work. This way they can overcharge and not claim on taxes.

Ms. [redacted]'s account of the evens surrounding this installation is not accurate. National Floors Direct cannot offer her any refund. Our customer service team has been attempting to contact Ms. [redacted] since the initial installation date of 10/19, to correct the issues with the installation. We...

remain ready, willing, and able to address any and all issues with the installation, but cannot offer her the order 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 # [redacted].  
National Floors Direct again states incorrect information.  Despite claiming that in the Contract between the parties that it is "the customer's responsibilities to the company to provide an installation space that meets the minimum guidelines for installation . . . and our right to postpone the installation until the customer can do so,.", the contract provides only for the removal of the parquet floor and the installation of the new floor.  In fact, I originally wanted to install a new wood floor. However, it was suggested by National's salesman, [redacted], that it would be less expensive and labor intensive not to install a wood floor because the existing floor would need to be completely levelled. He stated that the leveling of the existing floor would be more expensive and unnecessary if I chose the flooring which I purchased.  As stated above, the contract which  I entered into with National only provides for the removal of the parquet floor and the installation of a new floor.  I am again requesting that my deposit in the amount of $832.00 be returned to me or for National to deliver the product that I purchased. 
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 my recent claim, national floors direct did not show up the...

day they were supposed to and did not call to reschedule. That is breach of contract right there
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]. 
The complaint clearly indicates that the installer broke the day bed.  When the installer arrived, I had a functional day bed.  Upon him leaving, I had a broken day bed, as a direct result of his disassembly and moving of the bed.  If you cannot repair, then you are obligated to replace the bed or reimburse me for the cost of the bed, which is in the original complaint ($198).  I am hoping we can resolve this amicably through Revdex.com, however if we cannot I will utilize other means to ensure the company is held accountable and responsible for their actions during my installation.
Regards,
[redacted]

National Floors Direct cannot offer Ms. [redacted] a full refund of the $3,982.00 floor installed in her home. If there are installation-related problems with the flooring, Ms. [redacted] needs to participate in the warranty claims process per the terms of the agreement.

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]. As noted in our previous response, National Floors Direct has not addressed our concerns.  They have continued to give vague responses.  We do not know what "in accordance with industry standards under our warranty" means.  The warranty indicates National will take "appropriate corrective action".  Again, we do not know what that means in regard to the issues we've experienced with our installation.  Therefore, we reject the response from National and will continue to do so until they respond specifically to the issues raised. Regards,
[redacted] & [redacted] [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 the interest of clarity during the resolution process with the Revdex.com I am rejecting National Floors Direct rebuttal on claim# [redacted] for the following reasons; 1.National Floors Direct (referred to also as "they" or "NFD") state they can't apply any additional discount to my order because of A).The "significant discount off the regular purchase price" B). I should have "presented it (their web coupon) at the time of sale" to obtain discount. But, if you refer to my original complaint, they have stated multiple times the $150.00 online discount was automatically applied before their salesman [redacted] wrote up a quote in front of me.2. I remain unaware of the "$1,700.00" total NFD keeps quoting as well as the "significant discount off the regular purchase price" they have claimed for a third time. Can the company produce proof of this "discount"? How it was explained to me and how / where it was applied?3. No where on the NFD website does it or did it offer or state at the time of my purchase agreement on 1/31/18 to either A). A means of printing a "web coupon" and  B). A need for it to be presented it at time of purchase agreement in order for it to be honored.4. I will not drop my Revdex.com claim against National Floors Direct's false online advertisements, corporate complacence and apt, rudderless customer service for less than the online advertisement to "BOOK ONLINE SAVE AN ADDITIONAL $150" they continue to offer.
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, 2018 that they would refund half of the restocking fee, I have yet to receive any refund from them. I would like to know when the refund will be issued. 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].
 
All my fault huh? Bad product, slow delivery, and now, because the salesman [redacted] measured wrong, NFD wants ME to pay for another box! Nice way to treat a senior citizen who had to sleep on a couch and live on concrete floors for 9 days for a supposedly "update" product!! I'm worn out trying since December to get this done. Its still not finished...and I'm still on the couch! I live in a large complex and  when people ask who installed my floor do you think I'm going to recommend NFD? Advice to buyers: don't call National Floors Direct...and never pay cash upfront!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]. 
 Regards,
[redacted]

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. Please call me to schedule a time when someone can come.
Regards,
[redacted]

National Floors Direct is sorry to hear that Ms. [redacted]'s installation ran later than expected. Unforeseen circumstances such as weather and traffic can sometimes delay our installation teams. It sounds like the installers tried their best to complete the installation in as timely a manner as...

possible by bringing on another helper to speed things up. The "Berbermate" padding installed in Ms. [redacted]'s home coordinates with what is circled on her purchase order ("BM") and is the recommended padding for the berber carpet installed in her home. National Floors Direct cannot offer her any refund as the products specified on the purchase order were delivered and installed. Further, Ms. [redacted] has submitted photos of the stair issue she referenced in her complaint. Unfortunately, there is no other way to install the carpet on the stair she is referencing. The stair is simply too close to the wall and window to wrap any carpet around it. The photo itself was taken from outside of the home looking in through the window because there is not even enough space for a camera inside the home between the stair and the window. With respect to the carpet under the radiator, National Floors Direct would be happy to cut the carpet back so it is not touching the radiator. Our customer service team will reach out to Ms. [redacted] ASAP to schedule an appointment for that service.

National Floors Direct is sorry for the confusion regarding its representative's setting of the customer's expectations for the installation time table for this project. Our installation team is working to complete the project as soon as possible.

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 have NOT heard from ANYBODY at NFD and our phone and email records will support that fact.   Can anyone at NFD give us time, date and who 'contacted' either of our numbers or emails!  I think not! Further, we are not the [redacted]s as indicated in NFD's response.  They can't even get names correct. We are tired of NFD's game so we'll be contacting the local news investigative reporters to lay open their  disregard to their customer base when it comes to customer satisfaction. I challenge NFD to send out a responsible representative to witness first hand the defective finish on the [redacted] product that they touted as a quality product.  You have 48 hours, NFD!
Regards,
[redacted]