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]. 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]

This order - for the same materials installed in the same home months earlier and offered at a considerable discount - was delivered as contracted. National Floors Direct cannot offer Ms. [redacted] any refund at this time. We remain ready, willing, and able to install the carpet on the order referenced herein. If Ms. [redacted] would like to move forward with scheduling the installation, we can offer a one time waiver of the restocking fee in good faith.

National Floors Direct cannot cancel this order. 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].

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 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]. 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]

National Floors Direct sincerely apologizes for any delay. This installation was completed and signed off as excellent by the customer upon completion.

National Floors Direct cannot offer Ms. [redacted] any refund. On 03/25/2017, Ms. [redacted] purchased 2 special order 15’ wide pieces of carpet. These 2 rolls were purchased from the manufacturer on her behalf and cut to the specific sizes of her installation spaces; National Floors Direct cannot return...

these carpets to the manufacturer. Ms. [redacted]’s purchase order clearly outlines what materials would be delivered, the delivery & installation date of Monday, 04/03/2017, and expressly states that final payment would be due in full upon the arrival of our installation team. Prior to 04/03/2017, payment procedures and acceptable forms of payment were reiterated to Ms. [redacted] during our normal confirmation calls. On the day of installation, Ms. [redacted] refused to pay as contracted for the special order materials delivered by National Floors Direct. Ms. [redacted]’s claim that the carpets delivered are not 15’ is baseless. The carpets – which are in our local distribution center  – are still in their original wrapping from the manufacturer, they are labeled by the manufacturer with her name and order number, and are clearly the exact products for which she contracted. We cannot cancel the order and issue a refund. We ordered these materials specifically on Ms. [redacted]’s behalf and attempted to deliver and install those materials in a manner consistent with the language on our Flooring Purchase Order agreement. The deposit on the order does not cover the material costs paid by National Floors Direct. This is fully documented and easily substantiated. We remain ready, willing, and able to deliver this order at Ms. [redacted]’s convenience as long as she agrees to move forward with the installation by the terms under which it was written.

Revdex.com:
I can only assume NFD is looking at the wrong customer invoice. I told the installers the carpet was a lesser grade while they were here and I called the company while it was being installed that I was not happy.  They told me to wait a month while the carpet fluffed up. I did sign off that the second installation was done correctly. I should not have to pay full price for a cheaper carpet just because they installed it incorrectly the first time. They are trying to save the company money but I should not have to pay for their mistake.
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 is sorry for any confusion associated with the history of this account. The carpet is installed in the home and Mr. [redacted] should receive a  refund any day now.

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].  
NFD continues to disregard all elements of complaint/damages to my property by installer since August 2017.  Statute of liability is two years therefore, I am prepared to dispute NFD alleged claim in their response from an incompetent and less than truthful installer. A response addressing each element of damage caused by installer is AGAIN demanded in addition to reimbursement of cost to fix damages.
Regards,
[redacted]

Not being transferred to a manager is not why this installation was refused. If Mr. [redacted] needs to speak with someone for clarification of details surrounding this installation, a company representative will reach out as early as tomorrow to speak with him, so we can set a new date for the work to take place.

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 "technician" that was sent over was the same person that installed the carpet, so I took it upon myself to now document his time at my home. He walked in, said "fix", and went towards the steps. He started to bang on my steps with the back handle of a chisel, yes, a chisel, not even a hammer, in attempt to "hammer" down each and every spike. So I just stood there recording and watching, knowing each step had about 20-30 spikes. I knew he wasn't going to get them all with the back handle of a chisel. When he was done, less than 10 minutes later, he came up to me and said "Ok, $25 dollar for gas?" I said "what?! $25 dollars for gas?!" completely appalled that he is actually asking me for even a penny. And he said "yes, the company no pay me to come here." I threw him out of my home. How dare #1. He actually ask me for a penny. #2. If it is true that the company didn't pay him, how dare they make him do a job and not get paid? Needless to say when he left, the problem is still not fixed. The back handle of the chisel did not work and there are STILL spikes on my steps that poke the feet of my family when we walk up and down the steps. 
 
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]

National Floors Direct cannot offer Ms. [redacted] any refund at this time. Ms. [redacted] agreed to accept the carpet on her purchase order at a price discounted below a competitive offer she submitted to National Floors Direct. When our representative went to her home to finalize the details of...

the changes to the order, Ms. [redacted] decided to change the product entirely. The representative submitted a change order request form on her behalf, which was not authorized by National Floors Direct's main office. The requested changes cannot be made.In response to Ms. [redacted]'s assessment of the legalese her purchase order from National Floors Direct, we remain ready, willing, and able to install the carpet she ordered at the agreed upon price. We cannot install the unauthorized product at the unauthorized price. There has been no breach of the agreement and Ms. [redacted] is not entitled to any refund. The order was not canceled in a timely manner. As a measure of good faith - under no obligation - National Floors Direct offered a reduced price to "beat" a competitor's pricing with a product comparable to her original selection. That is as far as the company is able to go to accommodate Ms. [redacted].

National Floors Direct has already reached out to Ms. [redacted] to schedule an inspection of their flooring with a company representative.

National Floors Direct was not made aware by its installation team of ANY issue with this installation whatsoever until the date of this complaint - 09/25/17. As soon as management was made aware, we immediately reached out to Ms. [redacted] to schedule a service call to address the issue. The work was...

completed a few days later by one of our installation teams and signed off as excellent by Ms. [redacted].National Floors Direct sincerely apologizes to Ms. [redacted] for any delay in completing this project and any miscommunication between our installation team and our installation department.

A replacement check with the correct name was sent to the customer immediately.

National Floors Direct cannot offer Ms. [redacted] any refund on her order. National Floors Direct installed luxury vinyl flooring in Ms. [redacted]'s home on 12/28/2016. Due to the height of the doors in the installation space, the product trim moldings were adjusted per the customer's request, since...

National Floors Direct cannot cut or adjust doors. Subsequent to the installation, Ms. [redacted] called to complain about the aesthetic of the moldings we adjusted at her request. As a courtesy, National Floors Direct offered to replace the moldings one time at no charge with the understanding that the customer would need to address the issue with the door height. The repair work was completed on 01/21/2017. Ms. [redacted] has not contacted our office since. We cannot offer a refund and we cannot offer any additional free materials or free labor for this project as the cause of the issue has been clearly explained to Ms. [redacted].