Total Music Centre

National Floors Direct conducts background checks on anyone entering any customer's home to gather information including but not limited to, "past or present employers; learning institutions, including colleges and universities; law enforcement and all other federal, state and local agencies;...

federal, state and local courts; the military; credit bureaus; testing facilities; motor vehicle records agencies; if applicable, worker’s compensation injuries; all other private andpublic sector repositories of information; and any other person, organization, or agency with any information about or concerning that worker. The information that can be disclosed to this background Screening and Selection Services and its agents includes, but is not limited to, information concerning employment history, earnings history, education, credit history, motor vehicle history, criminal history, military service, professional credentials and licenses and substance abuse testing." As such, we believe the customer's request falls under the scope of that screening. All installation teams carry $1MM+ workman's compensation insurance and $1MM+ liability insurance policies. This was communicated to the customer prior to installation.

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].
 They did not attempt to deliver what I purchased I can prove that it was not the same as what I purchased. I have a photograph of the material numbers and of my receipts and they’re not the same product. They owe me my deposit back and they have blocked my number so I cannot call through on the 888 number I am given a disconnect message. This business has stolen my deposit attempted to defraud me and needs to be held accountable. 
Regards,
[redacted]

After reviewing the content of this complaint and the chronology of events surrounding Mr. [redacted]'s order, National Floors Direct has decided to issue Mr. [redacted] a full refund.

National Floors Direct disputes the information in Ms. [redacted]'s most recent rebuttal. The last note in her account states that she is unwilling to take any time off from work to have the service completed on her floor. As noted, we can schedule a service call to address this issue any day, Monday through Thursday, that is convenient for Ms. [redacted]. She can contact our office 24/7, 365, at ([redacted]

Ms. [redacted]'s assessment of the company's cancellation policy is inaccurate. As she is aware, timely written notice of cancellation was never provided to the company. This carpet has already been installed.

This customer has rescheduled his installation more than 6 times since November. The material was delivered as contracted. We cannot offer him any refund for this order after MONTHS of driving to his home to install, his payment issues, his furniture issues, etc., etc.

We apologize for any inconvenience but National Floors Direct only offers installation service calls Monday through Thursday. We can schedule the service call any day, Monday through Thursday, that is convenience for Ms. [redacted].

Mr. [redacted] purchased a "floating" floor from National Floors Direct. The floor is not adhered to any surface, but is held down by it's own weight and the weight of any items, furniture, etc., placed on top of the floor. This product is designed to move when walked on and with the normal changes in...

temperature and relative humidity inherent in the changes of the seasons in his area of the country.If movement of the floor is the only issue, it makes sense why an installation claim would be denied (even if Mr. [redacted]'s floor was still under warranty, which it is not). We apologize if the information regarding the claim was not properly communicated to Mr. [redacted]. Mr. [redacted] can reach out to our customer service team for additional clarification.Even though the installation is no longer under warranty, if there are installation-related issues with the floor, National Floors Direct will address them with Mr. [redacted] in good faith. We can be reached 24/7, 365 days a year, at [redacted]

National Floors Direct cannot offer Mr. [redacted] any refund for the flooring installed in his home. Furniture moving procedures are clearly outlined in the pre-installation checklist he executed at the time of sale. The order was signed off as complete, and Mr. [redacted] certified that the correct...

material was delivered and installed in his home.

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 has not reached out to me knowing that the floor is separated in my living room. I have called them several times and put on hold. This is a major problem for me. I paid them in cash in good faith to do a job based on there advertising and they failed. Now I have to be inconvenienced again, move all my furniture again, take time off of work again so they can replace the floor again! They never answered my calls, no one from national floors direct has reached out to me! This is awful! Please either get them to refund my money or contact me!   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]. Please add your rejection comments below. The carpet on the stairs will need to be fixed before any further payments are made. When I bought this house the stairs had carpet on them and the company who installed the carpets for the previous owner had no issues installing the carpet around the stairs correctly. If this does not get fix I will get an attorney involved at this point. Not only has National Floors disrespected myself and my family by being deceitful with the contract, throwing our personal belongings, and not finishing a job correctly. I understand that there is no hard proof of the dishonest behaviors of this company, but I will not continue to pay for a job that is not finished. Once the stairs, and the fire hazard has been taken care of I will continue to pay this company. 
Regards,
[redacted]

As this customer is aware, they received a considerable discount off of our regular price in consideration for moving forward with the order. This discount equates to far more than the $150 online sign on coupon available on our website. That 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, rip-up & removal of existing carpet and pad, and installation labor is more than $1,700 before sales tax.

National Floors Direct completed this installation to the customer's satisfaction since the filing of this complaint.

National Floors Direct disputes Mr. [redacted]'s account of the events surrounding the cancellation of his order. Timely written cancellation was never received by National Floors Direct. Regardless, as a measure of good faith, National Floors Direct will issue Mr. [redacted] a full refund of the...

deposit on this 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 # [redacted].  I wanted to add that I think it is clear from their response that they are not at all concerned with customer satisfaction. They have made no apology for the way we were treated and are only concerned with keeping my money. 
Regards,
[redacted]

The flooring installed on Ms. [redacted]'s order is a premium hardwood flooring from [redacted] that features a lifetime structural integrity warranty and a 25 year finish warranty. If there is a problem with the material, it's covered under the best warranty in the flooring industry from one of the...

largest manufacturers. Ms. [redacted] can contact our customer service department 24/7, at ([redacted], to discuss the claims process. We will need to see photos of the installation space, so we can best prepare to address any issues she may be experiencing with the wear surface on the product.

National Floors Direct does not agree with Ms. [redacted]'s position. The product was purchased from a sample board branded by a premium manufacturer in the industry and prominently displays a 20 year warranty for the product they purchased. No flooring warranty is transferable; that defies logic. The...

warranty for installation labor - on the customer's purchase order and completion paperwork - has expired, as such, we cannot offer any free repair service to Ms. [redacted]. She is welcome to submit photos of the issue she is experiencing with her flooring so we can recommend next steps but we cannot provide free installation services outside of the warranty period.

Ms. [redacted] ordered carpet on 06/29/2016. On 07/13/2016, well after the recision period on the order and after her carpet had been cut & prepped for her scheduled installation date, National Floors Direct received notice of cancellation from Ms. [redacted].Even though she is in no way entitled to any...

refund, National Floors Direct will issue her a full refund as a measure of good faith.

National Floors Direct disputes the information in the customer's rebuttal. The only thing that's correct is that the carpet installation is not complete. We cannot offer her any refund. We need to complete the installation as contracted.

Cancellation procedures are clearly outlined on the cancellation form. Cancellation is the sole purpose of the form. Even a slight glance at the form leaves little room for interpretation regarding how and when cancellation can be processed and to what address the cancellation form needs to be mailed. Also on the form - in sized 70 font - is main contact phone number for the company. This line is answered 24/7, 365 days per year. Mr. [redacted] did not attempt to contact anyone at National Floors Direct regarding this cancellation until 09/21/2017, after the special order materials for the installation scheduled to take place on 09/25/20117, had already arrived in the local distribution center.If Mr. [redacted] needs a written confirmation of his company credit with National Floors Direct, one can certainly be emailed to him. We do not have any record of a request for such documentation, only a request for the late cancellation of special order materials.