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].. 
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]

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]

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]. 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 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]

Once again, National Floors direct did not reschedule. They simply did not show up or call on the scheduled date of October 28th. After calling and complaining that they did not show, we had to fight for hours on the phone to get another Saturday appointment. When they finally offered a date of Nov 11, we tried to cancel. We tried to cancel for 10 days with multiple phone calls and emails. They simply refuse to let us cancel and threatened to take us to collections. We asked them multiple times starting on October 28th to not show up at our house. They ignored all of our requests and showed up at our home on the 11th so we turned them away.  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]

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.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:I am working with National Floors Direct currently to replace my porch floor as I have requested initially.  They have set up an initial time to install the floor and as long as they show up and install the floor and keep their promise, I can consider them meeting my request.

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]

This customer was scheduled for a service call under our installation warranty independently of Revdex.com.

This installation has already been completed. Ms. [redacted]'s false response to our last rebuttal is consistent with the language in the text messages she sent to her field representative explaining that she works in customer service and knows how she can do harm to NFD by writing whatever she wants about the company and the experience online.  If Ms. [redacted] was home for her installation as is required by the contract she signed, there would be no issue and no delay with her installation.

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]

Ms. [redacted] was already issued a full refund by National Floors Direct.

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]

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

Ms. [redacted] has already been given a full refund of her deposit.

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.

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.

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.