Total Music Centre

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.

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]

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]

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.

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 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]

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. However, I will submit a new complaint if, after someone comes to look at the floors, no action is taken to rectify the lifting vinyl tiles and incredibly obvious carpet seams.
Regards,
[redacted]

Ms. [redacted]'s information was swapped with another customer with the same name. National Floors Direct cannot offer Ms. [redacted] any refund on her order. We attempted to install the exact carpet she ordered several times and remain ready, willing, and able to do so per the terms of the agreement.

These installations have been completed independently of the customer's inquiry with 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]

My wife and I are requesting that National Floors Direct repairs/replaces a section of baseboard in one of the four rooms that they installed flooring in, due to extensive damage that the installation caused to that baseboard. It has holes and large scrapes high above floor level and the damage is spread out over a good portion of one wall’s baseboard. They have refused to repair/replace this baseboard. After the baseboard is fixed, which will also need to be stained to match the rest of the room’s existing baseboard, they need to attach the quarter round for that wall. The installation team left the quarter round, which is cut and ready, laying on the ground in that room in front of the damaged baseboard. Lastly, there is quarter round needed to be installed in all four rooms, to finish the incomplete flooring installation job. There is at least one wall in each room that the installation team refused to install quarter round on due to baseboard heating. The company is aware of this, and they stated that they will not rectify the situation. The baseboard heating is approximately 3-4 inches from the flooring that was installed, which the sales and measuring guy was aware of when we contracted the job. We were told there would be quarter round on every wall so there wasn’t any visible, unfinished gaps where the flooring met the wall. We now have five total walls in four rooms that have unfinished gaps between new flooring and the wall, that is clearly visible under the raised baseboard heaters. We were told that “all walls” would have quarter round for a finished look. The above issues are what we want National Floors Direct to complete.

National Floors Direct installed the exact same carpet for which Ms. [redacted] contracted. At the completion of the installation, she certified in writing that the work was done to her satisfaction and further certified that she verified that the correct color and style of material was delivered and...

installed. There is no room for interpretation - especially not five months after installation - she selected the product and color from a [redacted] branded sample board. The product that was delivered matches exactly to what was purchased.

National Floors Direct cannot offer Ms. [redacted] a refund of her deposit nor can we offer her any compensation for lost wages. The carpet she ordered was delivered to her home as promised on the day for which she contracted. At the time of installation, a defect in the carpet - which was still in the...

special order wrapping shipped directly from the manufacturer, [redacted] Industries - was identified. It was determined by the installation professional on-site that it was in the best interest of both parties to re-order a whole new roll of carpet from [redacted].The replacement carpet has since been received and we remain ready, willing, and able to complete the installation. We apologize for the unforeseen delay but have acted in good faith and in accordance with the guidelines set forth in the written purchase order agreement with Ms. [redacted] and in the agreed-upon order supplements. We cannot cancel the order for the special order materials.

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].  
 
We reject the response, because as everything has been so far with their service, it is inaccurate and untrue. The job/service that was purchased is not complete. It can’t even be completed, because the installation team damaged a whole wall of our baseboard. The edging/quarter round adheres to the baseboard. They can’t finish the quarter round, because they refuse to fix the baseboard. In addition to this, there are multiple walls that need quarter round, but they refuse to do that as well. The salesman stated they would all be done, but the installation department refuses that as well. Regards,
[redacted]

As has been explained to Ms. [redacted] in detail, National Floors Direct cannot offer any refund for this project. We cannot schedule specific arrival time frames for installation. We need to reserve the entire day for installation. We will need to re-schedule the installation for a day that Ms....

[redacted] can be available the entire day for the work to take place. National Floors Direct cannot issue a refund for this project. We are ready, willing, and able to install the carpet as contracted at her convenience, 6 days per week.

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]. . 
We have rejected this response because National Floors Direct has not specified what they are willing to do.  Their response is too vague so we cannot determine whether the remedy is acceptable or not.  Our complaint was very detailed in regards to the issues involved. 
Regards,
[redacted] & [redacted]

We are sorry to hear about Ms. [redacted] health issue and hope that everything is ok. To clarify, on 07/11/2015, Ms. [redacted] ordered a laminate floor to be installed in her kitchen, pantry, and hall on 07/31/2015. On 07/22/2015, Ms. [redacted] phoned National Floors Direct to move the installation date to...

08/14/2015. At that time, line item #21 or our "Pre-Installation Checklist," was brought to her attention. The "Pre-Installation Checklist," document was signed by Ms. [redacted] on 07/11/2015, the date of purchase, and line item #21 was initialed by her at that time. Line #21 is called "Restocking Fee," and reads, "All orders which change the installation date from the date on the front of the contract with less than 72 hours notice given to NFD shall be subject to a restocking fee of no less than 15% of the entire dollar amount of the purchase order. Installations that have been scheduled for greater than two times are also subject to the same restocking fee..." On 08/12/2015, Ms. [redacted] called our office requesting to move the 08/14/2015 install to 08/28/2015. Based on our policy, and this being the second reschedule request (in addition to being within the 72 hour window - meaning the job had already been shipped to our local distribution center and was likely already loaded to our installation team), our customer service representative attempted to apply the restocking fee to the order to complete the reschedule request. Ms. [redacted] refused and told the representative to cancel the order.We greatly value Ms. [redacted] business and would like to continue the relationship. We have left Ms. [redacted] a voicemail, as yet un-returned, offering to waive the restocking fee this time as a good faith effort to show her that we care. We hope to hear back from Ms. [redacted] and to have the opportunity to complete her installation in a timely manner.

National Floors Direct completed the installation of Mr. [redacted]'s hardwood flooring on 12/21/2016. At the time of completion, a customer satisfaction certificate was signed by the customer indicating that the work had been fully completed, that is was done so to the customer's satisfaction, and...

was free of any damage or defect. National Floors Direct cannot offer a refund to the customer for any portion of their installation. If damage was caused to their wood floor it was done after our installer had left the home with the completion certificate. National Floors Direct can offer a payable service to address or replace the boards affected by the scratch in the floor.

Ms. [redacted] did not provide National Floors Direct with timely written notice of cancellation. Regardless, National Floors Direct has decided to issue Ms. [redacted] a refund even though she is in no way entitled to it.

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].  
 Since our last emails in June, Floors Direct contacted me stating that they would refund us the money we had issued of 9,858.45 dollars.  We were told that once we received their refund notice and had it signed and notarized the money would be sent back to us.  After a few weeks no refund was mailed to us.  We once again contacted the manager being a Ms [redacted], in which she informed us that having both my and my husband's name on the contract we needed two separate notarized agreements.  Once again we did so dated on July 12th.  Today we called them, and they had no reference of it and were very rude to us, to the point that they hung up on my husband.  The customer rep. told us to stop calling and informed us that we would get the check when we get it.  My complaint continues to be that a refund agreement was signed and notarized with no money mailed back, and that when contacted they did not provide a specific date as to when it would be issued.  In addition to this, their response was far from professional and very condescending.  
Regards,
[redacted]