Total Music Centre

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].

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.

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 reason the job took so long is because they had to order a lot more material because they only sent enough for the job that was supposed to be done. Not for the room which wasn't supposed to be touched. They mixed up the spec drawing from the rep.  He gave me two options. The entire basement and the job I wanted which was to have a threshold to separate the two floors.  The original floor was much nicer but the main area had water damage and that room was unaffected. I choose the smaller job that the sales rep offered me because it was cheaper and more time efficient. Also I would rip out a floor that is 3-4 times more expensive that didn't need it and pay more to replace it with cheaper floor. I replaced the area that had water damage from a hot water heater.  National floors made a mistake and also said they would put my name on whatever they needed to lie and say I choose to do that room. I have pictures of what I signed that I took with my phone.  I never signed that drawing. Also they were extremely rude when dealing with this.  I have 9 investment houses and nothing like this has ever happened.  Mistakes occassionally are made but everyone else is always willing to go back and forth until there is a compromise.  Their managers swore at me for bringing it up. Please help me.]  
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, 2/1/16 my check in the amount of $1,713.12 is cashed by NFD.  On 2/3/16 I inquired abut delivery and spoke to [redacted], CS, who replied delivery would take place within 1 - 2 weeks. On 2/12/16, [redacted] CS contacted me to inform me that the order had been placed "below cost" and that I would receive a refund. No mentioning of written competitor's estimate.  A person from Cancellation Dept would contact me regarding the refund on 2/16/16.  Nobody from Cancellation Dept contacted me as promised. On 2/16 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 issued. Seventeen 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 $786.00 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 1/30/16. 
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].  
National Floors Direct did not contact this office to confirm any of the orders.  My Practice Administrator, [redacted], contacted their Sales Office on 10/9/17 to confirm both jobs.  She was not able to speak with anyone on 10/9/17, so she left a voicemail with the Purchase Order numbers, and that we were trying to confirm.  We did not hear back from anyone until 10/13/17 at 10:00am EST.  This person identified his name as '[redacted]', and was very uncooperative once asked about a furniture waiver.  We had EVERY intention of getting this job performed, we just needed clarification on the waiver, which this company would NOT give, as the Sales Rep, [redacted], assured us our equipment would all be moved by their company reps, or subcontractors.  Instead, we were bullied and told we will be responsible for an $8000.00 job no matter what the circumstance.  [redacted] was on the phone most of the day 10/13/17 trying to get someone in a management position to assist, but instead was continuously told no manager was in the office, or the manager left for the day, and the manager would call us back.  We did not hear back from any rep of the company, and on 10/16/17, subcontractors showed up at the office to perform the job.  We did turn them away as we had explained via telephone that we were canceling the jobs on 10/13/17.
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. First of all the job the installers are doing doesn't give the immediate result. The floor flares up AFTER a day. The steps they can't do anything about and it is because they did NOT remove all old floor EVEN if that was part of the contract. They installed the plywood for $800 to make it even and now there are steps all over the floor. This company does NOT give the installers the right tools to work with. I will never recommend them. I will contact consumer report because they will not take their responsibility.]
Regards,
[redacted]

This order has already been installed. The company delivered and installed exactly what was on the contract.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my  I made threeissues and/or concerns in reference to complaint # [redacted].  
I have done a written cancelation with   certified mail, I have the receipt and I have e-mails from the inside sales manager [redacted] noting my cancelation.  I canceled four hours after I signed the contract and haved talked to their supervisor and the salesman [redacted] about this cancelation the same day and that was 2/28/17 and sent in the written certified letter on 3/2/17.  I have canceled in a timely    manner and have all receipts for this cancelation.  Thank you      .                                       �...⇄  Regards, [redacted]
[redacted]

At the time of sale, Ms. [redacted] selected the [redacted] Stylish Story carpet for her two bedrooms and 3 closets from the sample board shown by National Floors Direct's representative. This is a premium carpet product from one of the largest and most reputable flooring manufacturers in the industry.The...

work was completed to her satisfaction and signed off as excellent on 06/22/2017. At that time, Ms. [redacted] confirmed in writing that she verified that "the correct color and style of material was installed," with the installation team. We are sorry that Ms. [redacted] does not like her carpet after only 3 months, but we cannot offer her a refund for this project. If Ms. [redacted] is unhappy with the style she chose, National Floors Direct is willing to offer a significant discount on the replacement of this carpet with something she likes better.She can contact our service team 24/7 at ([redacted], if she is interested.

National Floors Direct cannot offer any refund for the hardwood stair covers installed in her home. National Floors Direct installed "hardwood stair covers," on order 107182 for [redacted]. At the time of sale, Mr. [redacted] signed and initialed each line item of our "Prefinished Stair...

Specification Sheet," which is designed to align customer expectations with the realistic performance and installation applications for the products they purchased. The first line item on this document (initialed by Mr. [redacted]) clearly states, "NFD cannot re-build your staircase. We only do cosmetic work and re-cover the stairs." Our hardwood stair covers are 5/8" thick. These covers - which go over each stair - change the height of the stairs uniformly. It defies logic that installing stair covers would or could somehow dramatically alter the height of one stair relative to the others.The only way to change the height of the stairs in this home is to have the stairs re-built from the ground up. National Floors Direct - as disclosed in our "Prefinished Stair Specification Sheet," and explained to Ms. [redacted] - does not do this work. National Floors Direct sent an installation manager to Ms. [redacted]'s home to further explain this in person.

Ms. [redacted]'s account of the events surrounding her order is inaccurate. She purchased carpet for immediate installation. She was offered a considerable discount off of our regular price in consideration of a competitive price she presented at the time of sale. As further consideration of the immediate installation time frame - as is clearly written on the front of her purchase order - she waived any right to cancel the order. We are unable to offer Ms. [redacted] anything other than the installation of the cut up carpet we have sitting in our local distribution center.

National Floors Direct is unable to offer Ms. [redacted] a refund at this time. Timely written notice of cancellation was not provided to the company, per the terms clearly outlined on her agreement.

We cannot do either of those things.  The customer did not pay for stair parts, he paid for plank and nosing steps.  There is a vast price difference between the two.  The amount we agreed to refund him is well in excess of what he was char**d for the steps.  If the customer is still interested in **tting the step squared off we can re-visit that option.  Since this complaint the customer has stopped payment on his bill from ** Bank for $10,000.00 (the full amount of the purchase, so he is also not paying us for the majority of the work which there is no dispute over) obviously we cannot complete any additional work or issue any refunds until the work we have completed has been paid for in full.

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].
From the business' response, they are not willing to resolve our concerns as they believe the flooring was installed according to industry standards. As stated, we are not satisfied with the installation and believe that the business should resolve based upon their own contract.   
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]. Following a satisfactory and timely remediation from NFD we will consider the complaint resolved, at which time we will notify Revdex.com. Attached pdf is a diagram and description which details the areas of concern.However, we are unable to attach the requested photos to this document due to space limitations.  We have 8 photos to submit to National floor direct.  Please advise best email address and contact name at NFD to send to.  our email is : [redacted] 
Regards,
[redacted]

Ms. [redacted] purchased 2 special order products for installation in her home, a special order carpet and a special order luxury vinyl floor. On 03/01/17, the scheduled installation date for both products, Ms. [redacted] requested we reschedule the installation of the carpet because she did not have the...

funds available to pay the balance. National Floors Direct rescheduled the installation to 04/01/17, at her request.On the same day, the vinyl flooring installation team arrived at her home to install the kitchen flooring. Upon removal of the existing flooring, it became immediately clear that there were significant issues with the substrate in her home. As evidenced by the photos, as many as 4 layers of existing flooring needed to be removed from the space and a new sub floor needed to be installed before any new flooring could be safely installed in the space. Ms. [redacted] requested we postpone the vinyl installation because she was unable to pay any additional money to complete the job to industry standards. The 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 the existing kitchen flooring. National Floors Direct cannot issue any refund to Ms. [redacted]. The amount she placed on deposit is significantly less than the cost of the special order materials purchased by National Floors Direct on Ms. [redacted]'s behalf. We remain ready, willing, and able to install the special order materials she purchased.

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].
 This information is incorrect. National Floors Direct did not reschedule. They simply did not call or show up on the date of installation. When we called because they didn't show, they then tried to reschedule. This is when we tried to cancel the order. We called many many times to ask them not to come, we would like to cancel. And they ignored our request and still showed up to install.  When we rescheduled, it was well within the contract limits and weeks in advance of installation. 
Regards,
[redacted]

National Floors Direct already has a service appointment scheduled for Mr. [redacted]'s home. An installation team will be on site on 10/26, to address any issues. This was scheduled prior to the filing of this complaint.