Total Music Centre

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.

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.

National Floors Direct installed carpet and luxury vinyl flooring in Ms. [redacted]'s home. At the completion of the installation, Ms. [redacted] signed off that the work was excellent based on 6 different categories of evaluation. More than 4 months elapsed between the completion of the installation...

and her first call to express any issues whatsoever with the work that was done in her home. Ms. [redacted] submitted photos to our customer service team of her carpet installation. There are no seams pictured. It looks as though damage was caused to the carpet by the of a large metal ramp. We cannot offer Ms. [redacted] $500 off of her order. There are no installation related problems with the carpet in her 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]. 
Not being able to speak with a manager after several attempts via phone calls was exactly why we were not able to proceed with the jobs.  It is not feasible to have two separate certified checks obtained on a Friday late afternoon.  Doctor [redacted] was not prepared to make it to the bank in time, as he did not have a manager to speak with to inform him of the additional fees and how much they were.  This company refuses to acknowledge their due negligence in the ability to have the proper management team reach out to clarify what the unprofessional installation crew could not assist with.
Regards,
[redacted]

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].

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

National Floors Direct sent a local installation manager to the home to inspect the installation and determine a mutually agreed upon course of action to remedy any issues.

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]

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.

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.

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].  
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]

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. 
National Floors Direct is now fabricating the story tremendously. They will make up any phone log they want. We did receive a call on 1/14/15 in regards to the 1/16/15 installation. I returned the call and finally spoke with someone at 12:12 PM. That is the only voicemail I received on my cell phone. I only have one message on my home answering machine from the other day stating they were doing a follow up which prompted me to call them yesterday.The installation was never held by National Floors Direct because they did talk to me on 1/14/15.  National Floors Direct did not finally reach me mid-morning on the day of installation, I CALLED THEM and I have documented calls as well. If I need to contact [redacted] and have a phone record made - I WILL. Most of my calls were on my cell phone and are documented already through [redacted]. I also was not offered ANY rescheduled days as well. I did not cancel on 1/23/15 either, I cancelled on 1/17/15 after National Floors Direct could not give me a reschedule date or even have the installer contact me as well. At that time I felt the work would be rushed and not done well. I also felt that National Floors Direct was avoiding me at all costs. They state that I received 2 calls per day from 1/16/2015 to 1/23/15, that is also incorrect(basically a lie to cover themselves-that is all they have done is lie).Here is my condensed documentation from 1/14/15 to 2/12/15:1/14/15  11:06 am  Received a voicemail on my cell from NFD in regards to 1/16/15 installation1/14/15  12:01pm  Called NFD to confirm, on hold for 6 minutes, hung up1/14/15    12:12pm Called NFD again, tt girl told her room was emptied, painted and ready 1/16/15    10:08 am    Called NFD, told them I had not heard from installer yet, NFD said they would call back, never did1/16/15    11:00am    Called NFD, asked them why I haven't heard from anyone, NFD said they would call back, never did1/16/15    12:10pm    Called NFD, called to see what was going on, why no call backs. Girl told me that the installer had a family emergency and they would call me back with a rescheduling,possibly the next day but would not confirm yet. She also said that she had just talked to the installer and he was getting ready to call me1/16/15    3:00pm    Called NFD, tt girl, she plays dumb now, I told her enough is enough. I cancelled. She told me she would call the installer to get a day, I said no forget it I wasted a day off and didn't feel comfortable with the transaction. I asked her if they had a back up insataller and she said no.1/17/2015    11:00am Called NFD to confirm cancellation. Girl told me that the rug was already cut and refund disputes would be handled by a different department. I should expect a call from them within three business days.1/17/15-1/23/15    NO CALLS FROM NFD1/24/15    @noon    Called NFD, tt girl, told her no one had called. She took it upon herself to look into it and would get back to me that day, Saturday, or Sunday the latest.1/24/15- 1/30/15    NO CALLS FROM NFD1/30/15    Time?        Called NFD, tt girl, through a 35 minute conversation and being put on hold many times, basically they are not returning my cash deposit of $100.00, I was upset and demanded to speak to a manager. She said she was the manager and she was not willing to help me at all.    2/12/15    @ 11:00am    Called NFD for update, tt girl about refunding my deposit. It's not their policy to refund deposits whether it's 100.00 or 1,00.00. Told her I would contact the Revdex.com and she responded like NFD would not be sited for any fault and told me "Good Luck" and told her I will and she can stick the $100.00 and my complaint will cost them more than that.2/12/15    1:00 pm    Filed a complaint to the Revdex.com    I feel that NFD still needs to return my $ 100.00 because they broke their agreement  and could not provide the installation on the day agreed upon.
Regards,
[redacted]
 
 %3

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. 
 
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]

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

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 be advised that I appreciate your efforts in resolving this matter, however National floors should accept responsibility for the cancellation of this contract instead of calling and issuing threats these are not professional business ethics. Simply put they were not able to deliver on their promised date wherein I was able to abort the contract.    
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].. 
Yes the floor was installed.  On my contract it says there would be padding-- no padding.  My contract says gap between flooring and baseboards would be covered-- not done.  Customer service dept.  is rude and nasty.  Company should read there corporate page.  It's filled with complaint after complaint.  Wish I had seen that first.ere.]
Regards,
[redacted]

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.