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].  
 
I have documented proof of emails and recorded phone calls with NFD in regards to all the issues stated in the complaint. [redacted] the sales rep can attest to our request to keep the large carpet and it was not NFD's discretion to dispose of the carpet. As far as sending unlicensed workers to my home, not having equipment needed, causing damages is all in NFD recorded calls  when I call as recent as last week the reps hang up on me  we also had no flooring for 3 days, NFD isn't addressing all the issues  
[redacted]

The "competitive estimate" submitted by Mr. [redacted] does not in any way qualify for any 15% price guarantee. The "quote" says right on it in big bold letters that the estimate is, "BASED ON CUSTOMER PROVIDED DIMENSIONS." We cannot beat a price quote for carpet installation that has not been...

professionally measured. Independently of Revdex.com, National Floors Direct has agreed to issue Mr. [redacted] a full refund.

The emails between Ms. [redacted] and our inside sales manager substantiate the company's position. No new product was offered. The order was delivered as contracted. We cannot offer any refund to Ms. [redacted]. We are in possession of thousands of dollars worth of special order bright red carpet.

We apologize for any confusion surrounding the paperwork executed by Ms. [redacted] at the time she placed her order. The customer's signed Hard Surface Worksheet clearly states that the toilets will need to be removed and that this work must be done by a licensed plumber. We cannot offer a reimbursement for costs that were outlined in writing at the time of sale as a necessary component of this installation. It would be irresponsible to ask a flooring installer to remove and re-install a toilet. Likewise, it would be irresponsible to ask a plumber to install a new floor. These are two completely different trades. Regarding the carpet installation, if there are issues with the work that was completed - none have been communicated thus far - Ms. [redacted] can contact our customer service department 24/7, 365 days per year to have any installation related issue addressed.

National Floors Direct cannot offer Mr. [redacted] another hardwood floor. On 09/06/2017, National Floors Direct contracted with Mr. [redacted] to install [redacted] Hardwood in the [redacted] West color in his living room, dining room, and family room. On 09/13/2017, as contracted, our...

installation team brought the [redacted] West product to his home and began the installation. On the second day of the installation, with the job nearly complete, Mr. [redacted] told the installers to leave the his home immediately because he no longer likes the wood (that is 97% installed in his home).National Floors Direct believes this is an attempt by Mr. [redacted] to avoid his obligation to pay for this floor. The product installed is a 100% verifiable exact match to the product on the [redacted] Sample board our representative showed Mr. [redacted] on 09/06/2017, in his home. National Floors Direct has the material invoices from the manufacturer, photos of the boxes of flooring brought to his home, and hundreds of [redacted] Branded Sample boards to substantiate this position.Mr. [redacted] cannot avoid his obligation to pay for this floor. He can contact us 24/7 at ([redacted] to schedule the completion of the installation.

The stairs referenced in Mr. [redacted]'s complaint are no part of the original agreement. As a measure of good faith, National Floors Direct has agreed to install the stairs at no additional cost to Mr. [redacted]. National Floors Direct is not able to offer any additional complimentary carpet to Mr....

[redacted] for him to use as area rugs 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].
 It was/is not NFD's discretion to decide what we do with our physical property. NFD offered a $100 credit for their errordestroying our carpet  which we do/did not feel was sufficient. This is also in a recorded phone call. Our sales person [redacted] knew we wanted to keep the carpet and so did the installers upon entering the home. Again we have the recorded phone call attempts where the customer service department hangs up on us or takes our information never calling back. NFD can contact me directly and since July 14th I have requested a call back from the owner. NFD is not acknowledging all the issues listed. Our family of 5 was forced to sleep/live in 1 room of the house for 3 days as the workers (as stated in the recorded call) didn't want to do the job. Please have the OWNER contact me directly. 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 attached sheet was based upon the service received from the installation guy not the quality of the carpet that I call several time in regards to with no help assisting me at that time.  The installation guy was clean, on time, and installed crapy carpet very well. Are there phone recordings of phone calls?  If so I'd like those pulled because not only did I call but my husband expressed his concerns as well back in September on installation day and the following weeks after.National Floors is acting as if this is the first time hearing from me and my dissatisfaction.  Totally not the case.  Attached is the email I sent expressing my concerns to the installation department per customer services instructions that let went unanswered.  I also followed up with a phone call only to leave a message that was never returned either.  5 months later my carpet looks like it is 5 years old and that was guaranteed not to happen at the time of the sale per the sales rep.
Regards,
[redacted]

National Floors Direct contracted with Ms. [redacted] to install vinyl flooring in a kitchen and 2 bathrooms. On 10/05/2015, National Floors Direct completed the installation and Ms. [redacted] signed off that she verified that the correct color & style of material were delivered prior to the...

installation was begun, that the job was complete, that it was installed to her satisfaction, and further certified that she had walked the space with the installation team after completion to verify the work was free of any damages or defects. This is not a warranty issue.On 12/07/2015, Ms. [redacted] called National Floors Direct to say that she just noticed some damage to the floor caused by the installation team. The largest of the three installation areas in question is 10 feet by 10 feet. It is simply unreasonable for someone not to notice damage of this nature in such small spaces until 2 full months had passed. If Ms. [redacted] had notified National Floors Direct within a few days of the installation, we would have gladly sent a company representative to assess the situation and correct any issues.All National Floors Direct can do at this point is offer a payable service to repair the damaged areas of Ms. [redacted]'s flooring. It is not possible to make a determination as to the source of the damage or the responsible party after 2 full months have passed since the flooring was installed.

This service call has been completed.

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 previously stated, the work that was contracted to be completed is not complete, and the installers damaged our home as well. One baseboard is severely damaged and National Floors Direct refuses to finish the quarter round that needs to be completed, and it refuses to repair damage that was done by their installers. We need our baseboard repaired or replaced, and quarter round installed on walls in each of the four rooms that we had floors installed in. We are hoping that the Revdex.com will help us with what is fair and right. National Floors Direct has been untruthful all along, and they have damaged our home and then they have been horrible with customer service as well. 
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]. . 
 That is not entirely true on NFD's response. I submitted and called for cancellation within the correct time period. I provided proof through multiple screen shots and call logs pertaining to this...The salesperson [redacted] never provided the cancellation forms and even said later "cancellations hurt me as a rep" and then when I asked for a real number to contact his manager or a real number I get this reply " Good Luck [redacted] in all you do. Goodbye". Very unprofessional. Mind you all of our txts to [redacted] were very civil and professional which were provided to NFD. While we came to a "resolution" of changing to carpet and NFD processing a refund for the difference this was not easy and it took multiple calls and I would say "arguments" to get this done. The sales person [redacted] made promises about the refund in writing that if we switched to carpet they would refund the difference which is the only reason NFD did this. In all honesty, we would have preferred a full refund which we both know I should have received. I will compliment the carpet installers and the new sales person, [redacted], though. [redacted] was put in an awkward position having to come to our house twice, but was extremely polite and professional. We wish [redacted] was our salesperson from the start, because all of this back and forth with NFD would have never happened. As for the installers, they were professional, fast, and showed up 2 hours before their scheduled window which I appreciated.  Once we receive the refund check (which we were told would be within 30 days of 4/3/17) I will consider this matter closed. An apology for all we went through to get to this point from NFD would be appreciated also.
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].  
As you can see from their response they are mistaken and filing in the Revdex.com fictions.  They did not do the work the work they charged us for with regards to the sub floor, there is no padding under the rug (which is a different rug than sold), they are incompetent and I will not except anything but a full refund.  I am willing to take the next step to pursue this to my full refund.
Regards,
[redacted]

National Floors Direct cannot offer Mr. [redacted] any refund, especially not 50% of his order. The floor is installed properly and consistently with standards in the industry as well as to the specifications of the manufacturer. National Floors Direct is not in breach of its contract with Mr. [redacted], nor did any National Floors Direct representative offer to replace the stairs, only to address the risers as agreed.  National Floors Direct remains fully willing to address the issues Mr. [redacted] has with his floor but cannot offer him any refund.

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 contacted their customer service and no one responds to me. I was told the installation manager would call me and I left 4 different messages for him and have not heard back from anyone at this company. The customer service manager [redacted] was clearly told about the tacks sticking in my feet and did nothing to help me. They should also provide proof that this carpet is the one selected. There are no identifiable numbers on any of my paperwork from National Floors Direct to verify that I got the carpet I selected. They clearly did not respond to the price guarantee I've addressed. And they gave me no choice than to accept the carpet or pay another $250 dollar restock fee after cashing my $500 deposit check. I would be out $750 if I did not accept their carpet. The response to my claims clearly shows the company could careless. They cashed their checks and do not want to be bothered by a dissatisfied customer. It would be great if this company would stand by their product and offer something in this situation, preferably a refund so I can get this horrible carpet replaced. It has now lowered the value of my home and I will seek legal action if this is not rectified. This whole situation has caused me emotional distress and mental anguish and is now a financial burden, bringing down the value of my home.]
Regards,
[redacted]

Ms. [redacted] purchased an in-stock laminate floor and special order carpet from National Floors Direct on 11/03/2017. At no time within the cancellation period specified on her orders did Ms. [redacted] provide timely written cancellation of her orders. Ultimately, as a measure of good faith, since an...

installation team was never sent to Ms. [redacted]'s home, National Floors Direct agreed to offer Ms. [redacted] a refund to which she was in no way entitled. Ms. [redacted]'s response to that offer seems to be posting this complaint with Revdex.com. As such, National Floors Direct can no longer offer Ms. [redacted] any refund at this time. We remain ready, willing, and able to complete the installations of her carpet & laminate as contracted but cannot renew our good faith offer in light of her bad faith response.

On 05/10 Ms. [redacted] placed an order for hardwood flooring with National Floors Direct. On 05/15, Ms. [redacted] contacted a company representative to schedule an appointment to change the color of the product on her order. An appointment was scheduled for a representative to visit with her on 05/19 to...

make the changes but unfortunatley that representative needed to tend to a family matter on that day. Ms. [redacted] called National Floors Direct later on 05/19, and requested to cancel the order in lieu of rescheduling the appointment that she made to change the color of the materials on order. This order cannot be canceled. National Floors Direct cannot offer Ms. [redacted] any refund. There was no timely written notice of cancellation from the customer. National Floors Direct can renew its offer to change the color of the product on order but we cannot cancel the order at this time.

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. As mentioned previously I nave never accepted or agreed to void my waranty as you have adkedme to do On several occasions. Please check your files I never signed any waiver. The material used on my floor is flawed and the entire floor has now curled and buckled. I payed you to install the floor properly and use suitbable material for the room it was installed in. Since you installed the floors and I payed you in full for both installation and material why would I continue to pay you to fix it? That is your responsibility and I expect a refund or to have the floor fixed. The unfortunate part is I was sold a cheap product that was marketed as your higher end vinyl. I find it inexcusable as a company that you will not rectify this issue and provide me with a floor that is installed properly. This was a very expensive project and within two months of installation ther was already problems with floor. [redacted] the sales manager assured me if anything were to go wrong you would fix it. I look foreword to your response and know that as a company you are looking to do the right thing and not rip people off. Please just come and fix the floor. correcltly and not completely liftingoff the sub floor.
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. 
 Am still awaiting full refund from National Floors Direct complaint #[redacted] as promised in resolution of this complaint.
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. 
 To Whom This May Concern, After my brand new floor became damaged, and I called National Floors Direct to come fix the floor, they wanted me to sign a waiver.  After reading the waiver, I realized if I signed the waiver it would void my entire warranty. I then got into several disputes with the company, because I refused to sign this waiver, which would have let this company get away with installing faulty material.  I never signed that waiver and they eventually came out to fix half the floor.  Additionally, using environmental factors as a reason for a floor to be installed in-properly is not a good enough reason to not fix it.  Your website clearly states vinyl planks can be installed in any room and your sales associate [redacted] told me this product would be not have any issues in the room that it was installed.  The reality is the installer told me the product that they were using was very cheap, which was the reason I was having issues. This company has not been straight forward with me since the beginning and has ripped me off by selling me a defective product and is refusing to fix the floor.  Additionally, when they came to fix the floor they only fixed half the floor when the remainder of the floor was also starting to have issues.  Overall, this companies approach to get clients to sign off waivers to get away with selling them defective products is completely unfair and I should not have to go this far to try and get them to resolve an issue.  Any other company that installed a faulty product would try and fix it knowing that this was completely their fault and their product should not have "environmental factors". I hope to try and find a resolve to this issue and have my newly installed floor either fixed or receive a refund due to it not adhering properly to the floor as it should. 
Regards,
[redacted]