Total Music Centre

National Floors Direct completed Ms. [redacted]'s flooring installation subsequent to this complaint. The order was accepted and installed by Ms. [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].  
 National Flooring Direct has not been in contact with me. National Flooring Direct has NOT returned any of my phone calls in any attempt to resolve the issue. Every time I had called National Flooring Direct I had spoken with different people and received different answers Because of questionable business practices of National Flooring Direct, in requiring full payment BEFORE any work is started, I had written on the required Money Order([redacted]) the words "under duress", in protest of this requirement. National Flooring Direct has created a tripping/ falling hazard where one had not existed prior to the carpet installation. With or without the bull nose the carpet should have wrapped the flooring. We are both elderly and National Flooring Direct has caused a dangerous and unhealthy condition to remain.
Regards,
[redacted]

This customer has already been offered a full refund.

Better Business...

Bureau:
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 believe it was only 3 times they came to my home. Each time the hardwood was the wrong color. The installer said you have [redacted] Oak. All the flooring in my home is [redacted]. The rep Mr. [redacted] III said you will get [redacted].  Thank you

National Floors Direct will connect with Ms. [redacted] immediately to clarify and resolve the issue with the partial refund.

An agreement has been reached between National Floors Direct and Ms. [redacted] to move forward with the installation as contracted. Thank you Revdex.com for your help.

National Floors Direct has always proudly stood behind its 15% or it's free price guarantee and will continue to do so. Unfortunately, Ms. [redacted]'s order did not qualify for the full 15% low price guarantee because she failed to provide the proper documentation to substantiate the competitive...

pricing she received from the competitor. The pricing from National Floors Direct was still lower than what she alleged to have received from the competitor.After ultimately agreeing to an installation date, National Floors Direct cut the carpet custom to her job size and scheduled delivery. On the day of installation, Ms. [redacted] refused to accept delivery unless National Floors Direct agreed to reduce the price. This is the last communication she had with our company. National Floors Direct has fulfilled all of its obligations to this customer since this order was written. Ms. [redacted] has refused to hold up her end of the agreement since inception.All of that said, National Floors Direct is willing to waive its restocking fee associated with this order and refund Ms. [redacted]'s deposit as yet another good faith effort to satisfy this customer.

National Floors Direct makes every effort to complete every installation to the full satisfaction of each of our customers and to properly manage their installation expectations throughout that process. In reviewing Ms. [redacted]'s complaint it seems there is a misalignment of expectations stemming...

from the several months in between when our representative visited with her to take her order and the date of installation. Our order paperwork - which is initialed by Ms. [redacted] - clearly indicates that touch up paint will be needed and, quite expressly, that seams in carpeting will be visible. The order forms we provide our customers are designed to explain what this process will be like and keep them informed.National Floors Direct completed the installation in Ms. [redacted]'s home on 02/08/2017. For more than 2 weeks, we did not hear from Ms. [redacted] regarding any issues with the installers, the installation, or the materials. When she called to express a problem with the installation we explained what the next steps were and requested photos so we could assess the installation and provide any required service in the most efficient manner possible. This is our warranty claims process. We value Ms. [redacted]'s patronage and want nothing more than to help resolve any issues she may be experiencing with her floor-covering but will need her to follow the claims process if she expects National Floors Direct to honor its warranty obligations.

The flooring at Ms. [redacted]' home is installed properly and in a manner consistent with industry standards. The transition moldings are manufactured by the manufacturer of the flooring installed in her home to complement specifically the product that is installed. There are no alternatives to the moldings that are installed; we need to install the [redacted] moldings produced along with the product. If we were a car dealer and installed [redacted] parts in a [redacted] car, there would be an issue with the warranty. The same goes here; we cannot offer any moldings other than those provided by the manufacturer. Regarding the pole, there is no other solution than the one we have already provided. A laminate floor does not feature coordinating custom moldings to wrap a pole. We have serviced the installation and have completed the project to the standards set by the standards set by the industry and the manufacturer of the flooring product. These standards are consistent with any order, regardless of the purchase price.

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]. . 
 Ok so now instead of addressing my concerns in my original complaint letter dated 3/8/17 you are now calling me indifferent because you left me a voice mail at 2:06 pm on 4/20 and wrote the above response at 3:36 pm on 4/20 and I had not yet returned your call. Lets all acknowledge that this was the only telephone call you have ever placed to me. In addition, you also accuse me of not having an adult present during installation which is completely false I documented in my letter that I was present (and I'm pretty sure I am 59 years old) and you also mentioned in your last response to this complaint that I was present and signed the installers document. Please stop skirting the issues by making false statements and accusations and answer my questions regarding misrepresentation  on your part, altering of documents and the fact that the flooring installed was incorrect.  was not correct and just answer my questions. 
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. 
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. 
Regards,
[redacted]

Not one single item was moved by this customer prior to installation. Per the terms of our agreement, we will need to be paid in full for the hours of additional labor before we can offer this customer any wallbase. We are not a moving company. We expect our customers to uphold their parts of our mutual agreements. We need to be paid in full, then we can deliver the wall base.

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]

National Floors Direct cannot offer Mr. [redacted] a refund of the flooring installed in his home. The material and installation are covered by warranties. If there is a problem with the installation, National Floors Direct will fix it per the terms of the installation warranty. A full refund is not a remedy under the warranty.

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]

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 tooke the whole day off and that was a $250 day for me they still they never showed up and I kept calling them they said they were on their way and I wasted a whole day waiting for them they never showed up and then they had the nerve to want to charge me a restocking fee!!! I just want my money back and we can end it 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].  
 My complaint is: Business continually refuses to address ALL issues in complaint with a "blanket" response of false allegations.  Please see attached photos of issues (provided same pics to business).  I am not requesting a refund as stated by business, I am looking to be reimbursed the cost of damages caused by installer.
Regards,
[redacted]

As written in the previous response, we cannot offer a refund for the carpet installed in this home. The only remedy under our installation and service warranty is installation service, not a refund. If there are issues with the installation, National Floors Direct will address them in accordance with industry standards under our warranty.

I do realize that there were listed issues that were specifically spelled out, and I overlooked them.  However, I have a copy of the purchase order, and it does more than mention the possiblity of removing both layers of previous linolium being ripped up and sub floor put in, if needed.  Also, I have been trying to check out all aspects of the install, and have realized that I not only have, black to plates in certain areas, but some brown pieces as well,  There is also 4 to 6 tiles lifting already, not to mention, the tile across the doorway to basement is lifting right off, my brother in law tripped and hit his head.  I will provide pictures, of the brown/black toe plates, and the loose tiles.  But I also would clarify the  point regarding the moldings were NOT REPLACED, not one of them, but the one contractor that spoke a little english brought in a matching piece of multi-purpose reducer that matched the flooring perfectly, but just left a piece here, and said that he does not replace moldings in each doorway.  They are bare.  I am finding/noticing things daily, so I don't want to say I'm finished with issues, but I would like to ask, if it is legal when I asked the manager at NFD if these contractors were licensed and insured, and she  assured me that they are both, but refused to provide a copy.  I was told, and I quote, " it is not our policy to supply a copy of their license, unless something happens".  I'm not a lawyer by any means, but I'm pretty sure that licenses should be provided for all projects?  I'm try to send the pictures I took with my phone, and download to my computer, as soon as I get that done, I will forward the patch job of black/brown toe plates, along with no threshold moldings on all doorways.
Regards,
[redacted]