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] National Flooring Direct has not been in contact with meNational Flooring Direct has NOT returned any of my phone calls in any attempt to resolve the issueEvery 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 requirementNational Flooring Direct has created a tripping/ falling hazard where one had not existed prior to the carpet installationWith or without the bull nose the carpet should have wrapped the flooringWe are both elderly and National Flooring Direct has caused a dangerous and unhealthy condition to remain 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 On Saturday 1/30/16, [redacted] ***, NFD rep, came to my house: 1) nothing on the PO states that the "material on this product was ordered through NFD's low price guarantee"; 2) [redacted] ***, NFD rep, did not request to see a competitor's written estimate He was informed by me, that the estimate given to me was verbal, which he accepted.Both [redacted] ***, NFD rep and his supervisor, who he consulted with twice, did not seem to be aware of NFD written competitor's estimate On Monday, 2/1/my check in the amount of $1,is cashed by NFD On 2/3/I inquired abut delivery and spoke to [redacted] , CS, who replied delivery would take place within - weeksOn 2/12/16, [redacted] CS contacted me to inform me that the order had been placed "below cost" and that I would receive a refundNo mentioning of written competitor's estimate A person from Cancellation Dept would contact me regarding the refund on 2/16/ Nobody from Cancellation Dept contacted me as promisedOn 2/I spoke with [redacted] and informed her that I was promised a refund and that nobody from Cancellation Dept had contacted me as promised and I asked who I should talk to in that department in order to have my refund [redacted] informs me that she needs to talk to [redacted] and get back to me On 2/17/16, [redacted] informs me that no refund will be issuedSeventeen days have now passed after the order was signed by [redacted] ***, NFD rep, and the demand for a written competitor's estimate is for the first time mentioned by [redacted] [redacted] informs me that if I cannot provide a written comptetitor's estimate that I have to pay an additional $to have the [redacted] Plus Plank floor delivered to me Please note, that on my pink customer copy the GRAND TOTAL PRICE is $1,713.12, Balance O The PO also has a handwritten note by [redacted] ***, NFD rep "Paid in Full" dated 1/30/ Regards, [redacted]

Mr [redacted] is offering an inaccurate portrayal of the events surrounding his installationAs is a matter of policy at National Floors Direct, a representative from our installation department left voicemail messages, documented by phone records and computerized logs through our call system, hours prior to the scheduled install date and hours prior to the scheduled installation date at the contact numbers (###-###-#### and ###-###-####) on the front of Mr [redacted] ’s contract with National Floors Direct in an attempt to confirm his installationWhen our attempts to reach Mr [redacted] had proven unsuccessful, a decision was made to hold the installation until we were able to speak with him, as is our policy and is outlined in our pre-installation checklist item number (which was initialed and signed-off on by Mr [redacted] at the time he contracted for the carpet in his home with our representative)To quote checklist item #**, “if, for some reason, we are unable to reach you [to confirm your installation], it is your responsibility to call us at ###-###-####, for your installation to take place.”It was not until mid-morning on the originally scheduled installation (January 16, 2015) that National Floors Direct was able to finally reach Mr [redacted] In line with the expectations we try to make clear to our customers in the paperwork executed at the time of sale, we attempted to explain to Mr [redacted] why the order was not being sent out for installation on January 16, 2015, and offered him several days (as early as the following day) as alternative options to accept delivery of his carpet, which had been cut and ready for delivery in our warehouse.Mr [redacted] refused to accept delivery of the carpet on any other day, even though the paperwork he had accepted, initialed, and signed, from National Floors Direct clearly outlines the process for installation confirmationsWe left him several messages (per day per company policy) between January 16, 2015, and January 23, 2015, to attempt to reschedule his installationOn January 23, 2015, at approximately 3:PM, Mr [redacted] finally called National Floors Direct back and indicated that he would like to cancel the installation and has decided to use another vendor for his carpet projectAt that time, our customer service representative explained that this order was cut and ready and that he was beyond the period where he was able to cancel and receive a full refundMr [redacted] became verbally abusive at that point and on several subsequent phone calls to our customer service department.National Floors Direct is, as we have been since we originally contracted to do so on January 3, 2015, willing to install Mr [redacted] ’s carpet as originally contractedThe carpet he purchased is still in our warehouse, still tagged with his order number, still cut to the custom size specified for his purchase orderAs such, we cannot offer Mr [redacted] a refund at this time and the only options we have are to keep the $deposit as a company credit, which can be applied to a new order at any time, to offer a refund less the 15% restocking fee (per the terms he agreed to on pre-installation checklist item #21) as an accommodation, which would net Mr [redacted] $1.96, or proceed with the installation as originally planned on a day (Monday through Saturday) that is convenient for him

National Floors Direct was able to work with Mr [redacted] to amicably resolve this issue independently of Revdex.com

Mr [redacted] purchased a "floating" floor from National Floors DirectThe 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 floorThis product is designed to move when walked on and with the 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 faithWe can be reached 24/7, days a year, at [redacted]

Mr [redacted] did not provide timely written notice of cancellation to National Floors Direct for his flooring purchase orderNational Floors Direct ordered and received the special order materials for his projectWe have tried through many conversations with Mr [redacted] to move forward with the installation of the materials we purchased on his behalf but he remains unwilling to do soAs such, National Floors Direct will move forward with the processing of a deposit refund although Mr [redacted] is in no way entitled to it

Ms [redacted] placed an order for special order luxury vinyl flooring on 09/05/2017, to be installed on 09/19/No timely notice of cancellation was provided to National Floors DirectOn 09/16/2017, when attempting to confirm the installation, Ms [redacted] indicated that she was unwilling to move forward with the installation of the vinyl flooringWe cannot accept late cancellation for a special order productNational Floors Direct remains ready, willing, and able to perform its contractual obligations to Ms [redacted] but we cannot offer any refund at this time

Not being transferred to a manager is not why this installation was refusedIf 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] Please add your rejection comments below The response from National Floors direct is inaccurate..Again, the sales rep [redacted] showed up with sales samplesI selected a sample of a lighter maple color blond vinyl planking click flooring It was labeled under the sample..as "Tawny chestnut" ( [redacted] mfg).That night I went on [redacted] 's website to see a better photo of the sample that I had selected from sales representative sample and found that the Tawny Chestnut on [redacted] website was a much darker brown color than the maple color with blond color markings samples that I selected from sales repSample board.I called [redacted] the next morning to verify the correct color that I wantedand he came over again and he showed me the maple blond sample on his sample board again (still with the sample color name of "Tawny Chestnut" Then I pulled up the [redacted] website and showed him the [redacted] color of "Tawny Chestnut " ..which indeed was a dark brown chestnut color Not even close to his sample in front of me!I told him that I donot want the color that was on [redacted] 's website..He reassured me many times that I would get the lighter blond version from his sales samples..even though I pointed out to ***..that different colors had the same item # on them!!! To insure I got the same color I ordered from ***, I took a photo of the sales sample and have attached it herewithTHE ITEM # [redacted] WAS SHOWN ON DIFFERENT COLORS (time on his,sales sample ..different color ..and 2nd time on [redacted] website different color which is the one I told [redacted] that I did not want.I have also sent that color to you from [redacted] WebsiteLook at the difference!That dark color ..same,item # [redacted] was the one that was deliver to me..instead of the one I selected...and the one I advised [redacted] to make sure I got the lighter maple product Attached Here is the photo from [redacted] website of the" Tawny Chestnut "color that is quite different than The one that I ordered from sales rep sample! See that photo under 1st email that I sent you and compareIn closing...this national Floors Direct was not able to provide me the correct vinyl planking color that I chose.PlsRefund my $200.00.Also, [redacted] never returned my msgsTo call me back to work with me...the CS repKept telling me that they sent me the color I selected!!....and I had to pay a restocking fee to get the color that I originally selected from sales samples 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 never asked for a Rush order to begin with, the salesman wanted to deliver the rug the next day, I told him I didn't need it that fast because my apartment renovations we're not completed yet and by Thursday that would be fine, the salesman never stated that it was a rush order or anything of the sortI had another company come by to give me an estimate as well and when I told the salesman from national direct carpet he said that It was no problem I could cancel with him if I just put down $in cash, they wouldn't except credit cards of any kindI didn't understand why but didn't want to lose the price I was quoted and felt pressured to give him the money, I told him I didn't have the money with me that it was in my old home so he followed me there to pic it up...should've known then it was really weird the whole experience, I felt uneasy so I went back home and called there # and was told that I couldn't cancel the order, I told him but he just left, the customer service person told me call back in the mrng and u can cancel it thengot the run around all mrng, horrible customer service giving out all kinds of information, I was told I would get my down pymt back, so and so would call me...they called me alright and harassed me so much that I had to turn off my phone, it was the worst experience I've ever hadone of the salesperson was threatening as "you are going to get your carpet installed whether u like it or not...I can't believe National Direct Carpet are still in business treating their customers to this type of bullyingI am deeply disappointed in the manner they handled all calls and treatment of potential customers Regards, [redacted]

Deer National Floors DirectI know what it says on payment I know that I signed for it I am taking full responsibility for that but when I talk to your sales rep which was [redacted] we had an an agreement that I can pay by either a personal check or buy credit card I know this I signed it I understand that I'm taking full responsibility in that but when a rep from you guys said it was ok to deviate from that that's what I have a discrepancy about and the whole thing is is that when I had to do this that's when your manager yell that my mother and yes she yelled at my mother if you want to say my mother is a liar then that's your own positive because that is untrue I'm obviously going to believe her but yes I will accept your apology to my mom either by phone call with leaving a voicemail or buy a hand-delivered letter mailed to me or my mother apologizing to her to be honest with you you could yell at me all you want but she was just a middle person she was helping me out she had nothing to do with this and I do not appreciate the manager [redacted] calling her up and yelling at her so I accept this if you guys accept to call her and leave a voicemail and or mail a letter I accept this I understand what I wrote and signed for for personal checks but when you are sales rep [redacted] stated that I can pay the other half by a personal check or credit card then that is misleadings know what I signed for I'm not disputing that at allBut I am disputing the fact that he told me one thing and it's completely opposite and I'm definitely disputing while your employee yelled at my mother I'm sorry but I'm believing my mother at this one I'm not believing [redacted] because she did yell at me as well I would like in apologize to my mother by leaving a voicemail on her cell phone at [redacted] and or a letter apologizing to her via mailIt's uncalled for and unethical for you guys to do that I know what I signed for I'm not disputing that again as I stated prior make sure your employees in future I know what they're talking about and be making sure that they can do what they are saying they can doAs for [redacted] she needs to stop yelling at other people and be respectful of other people's needs and not take it out on the customers she yelled at me and my mother and you cannot say that she didn't because I believe my mother and I could take it first and foremost for her having an attitude with meThank you for your time and I looking forward for that apology to her 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] Regards, [redacted]

National Floors Direct cannot offer Ms [redacted] any refundNational Floors Direct sent an installation team to Ms [redacted] 's home on 04/27/2017, to install the special order luxury vinyl flooring product on her orderUpon removal of the existing carpet - as is clear from the attached photos - significant unforeseen issues with the substrate were detectedAdditional material and labor were needed to remedy these issues and install the materialsMs [redacted] was unwilling to pay any additional money to complete the job to industry standardsThe purchase order Ms [redacted] signed clearly outlines her responsibility for additional material and labor arising from unforeseen circumstances, such as rotted or missing areas of sub-flooring hidden below carpetNational Floors Direct can schedule the installation of the materials on this order as soon as Ms [redacted] agrees to the additional costs needed to install the materialsWe cannot offer any refund at this time as the special order material ordered for the project represents a significantly higher investment by National Floors Direct than the deposit amount on the order

The items that have not been completed are as follows:1) Temporary unmatching trim was put in It is a laminate and not the matching engineered hardwood we paid for 2) The temporary trim was torn up by the sanders when they were refinishing the floor 3) The trim on the stairs was not secured properly and is separating and needs to be installed properly.4) The vinyl tile in the kitchen was torn up by the sanders when NFD was refinishing the floorInstaller said NFD would handle itAdditional complaints Did not meet timeline Took months for what they promised would be a week installation.Caused me days of missed work due to no shows, reschedules due to poor installations, no coordination of installation with their teams and not ordering products for installsIllegally threatened to sue me if I reported themHave this on phone recording.Last communication was with [redacted] in NFD customer service on JuneHe told me NFD would not complete the installation and was not responsible for anything further when I explained what was still outstanding Previous communication were weekly between Mar and March when they told me if I called again they would not honor contract and to be patient and they would get to me I did as they asked I waited a few months and did not hear from anyone at NFD so I called again in May and after a few calls they finally set up a time on June 17th to refinish the dining room floor and complete the trimWhen the contractor came onsite he told me he did handle the trim Then the contractor sanded over the adjoining floors in the kitchen and living room destroying the edges when he was refinishing the dining room floor Please let me know if you need anything else I have a video of the damage if needed

National Floors Direct does not agree with Ms [redacted] 's positionThe product was purchased from a sample board branded by a premium manufacturer in the industry and prominently displays a year warranty for the product they purchasedNo flooring warranty is transferable; that defies logicThe 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

The customer contracted for one flight of steps and a landing not two just to be clear The issue at hand is the bottom step is a rounded feature step, the sales rep made an error and the rounded step cannot be installed in the method that the steps were sold We have offered the customer a refund for the amount that he was charged for the steps He is demanding a refund for nearly half the purchase price of the order which is not what he was charged We can also upgrade the customer to custom stair parts which will require and additional charge We cannot refund nearly half the purchase price because that is the value the customer has now assigned to the stair work despite being charged the amount we have already offered to refund him

Ms [redacted] placed an order with National Floors Direct for a carpet installationWe have not received written notification - as outlined in the purchase order agreement - of her cancellation and Ms [redacted] has ignored all of our attempts to contact her regarding the status of her purchase orderWe cannot do anything without timely written notice of cancellation

The details of Ms [redacted] 's cancellation issue seem to be stemming from some gross mis-communicationMs [redacted] sent her cancellation request in a timely manner and was never told she would not be receiving any refund or that she was unable to cancel her orderThe order is canceled and the deposit has already been refunded

National Floors Direct has always proudly stood behind its 15% or it's free price guarantee and will continue to do soUnfortunately, Ms***'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 competitorThe 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 deliveryOn the day of installation, Ms [redacted] refused to accept delivery unless National Floors Direct agreed to reduce the priceThis is the last communication she had with our companyNational Floors Direct has fulfilled all of its obligations to this customer since this order was writtenMs [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***'s deposit as yet another good faith effort to satisfy this customer

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] Its past business days and I have still not received the refund check from this companyI have tried to reach customer service several times but they keep taking my contact details to call back but I never get any calls backI need to know following information from this businesswhen was the refund processed?when was the check sent out?what the tracking number for the check?I am attaching all the email conversations I have had with this business 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] ***