Total Music Centre

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

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.

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

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

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]

[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.

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.

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.

These installations have been completed independently of the customer's inquiry with Revdex.com.

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 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]

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]

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]

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.

On 12/10/2016, National Floors Direct contracted with Mr. [redacted] to reserve carpet & flooring materials in our main warehouse for an installation to take place at an undisclosed time. At the time of sale a very small deposit was placed on his orders to hold the materials. Approximately 2...

months later, Mr. [redacted] called National Floors Direct to schedule installation. As is customary before shipping materials from our main warehouse to our local distribution facility, our customer service agent requested an additional deposit to bring the customer's level of financial commitment to our minimum required for installation. The cost of shipping the materials is more than the amount of money on deposit from the customer. National Floors Direct cannot offer Mr. [redacted]. We have had this material reserved for his order for more than 2 months. We will need a full deposit before we can schedule delivery and installation.

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] placed an order for carpet on 11/10/2015 and left a payment by check for a deposit. Subsequently, Ms. [redacted] called to change the color of the carpet she selected. National Floors Direct scheduled a time for Ms. [redacted] to meet with a representative to do so, and they scheduled an...

installation for 11/25/2015. Due to a shipping delay from the Thanksgiving Holiday, National Floors Direct was unable to receive the replacement carpet in time for the 11/25, installation and had to reschedule the date. The installation is currently scheduled for Tuesday, 12/08/2015.

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. 
Also as explained previously, the installed vinyl flooring deliberately did not reach the center of the room, where the outer edge of the carpet installation terminated.  In fact, as I demonstrated for the National Floors Direct carpet crew, I could remove any and all vinyl flooring that interfered with their ability to install and complete the carpet edging as I had been promised by Mr. [redacted], the field sales representative.  So, for all intents and purposes, the installation of the vinyl flooring on the other side of the room was irrelevant to the installation of the carpet.  The carpet terminated at a point where the flooring adjacent to the termination was cement and the carpet installers could have installed the rug to completion without any regard to the vinyl flooring in the other part of the room.  I did not ask the carpet installers to install the vinyl flooring moulding, as that job had nothing to do with the carpet installation.  NFD's commentary on why I hadn't installed the vinyl flooring moulding also is of no consequence to this discussion.  As I made clear to Mr. [redacted], the customer service reprsentative on the phone, and the carpet installers, we did not know if we would have any vinyl flooring installed in the basement by the time the carpet was being installed, which is why I was clear with Mr. [redacted] that I wanted the rug installed as if it was being finished without any other flooring in the room.  We intended to lay vinyl flooring at a later date.  The fact that we had begun vinyl flooring installation early had no bearing on the carpet installation at all.  It is also interesting that NFD's position with regard to this job has changed twice during this email exchange.  First, NFD asserted untruthfully that NFD offered to install moulding for me - at NFD's cost - but that I refused this offer.  Now, NFD asserts that it would have cost 50% of my $450 order to install moulding and also asserts that installers would not return to my house due to safety concerns.  I find it very difficult to engage in any sort of reasonable discourse with NFD when NFD cannot maintain a consistent position and when the only consistency NFD response with is untruthfulness.  On top of misrepresenting its initial intentions to return and install the moulding at no cost to me that I refused (and offer that was never made), NFD now asserts that it had no intention of returning to my house to complete any work consistent with the contract due to safety concerns.  Specifically, NFD represents that I parked my car behind the installation crew's car in an effort to keep them trapped at my house.As I have already stated, I merely asked the crew to stand by while I tried to reach someone at NFD who could answer my questions.  At no time did I park my car behind the crew's truck.  There were, however, several neighbors who I spoke to at various points that day who could attest to the fact that my car was parked in my driveway and that the crew's white truck was parked on the city street without any hindrance from my vehicle or any other vehicle.  Furthermore, it is unclear how any car parked behind the crew's truck would prevent the crew from leaving my house.  Despite the fact that my car was in my driveway (partially blocked, I might add, by the crew's truck), cars routinely park behind other cars on city streets and usually do not provide any impediments to drivers.  If there were any cars parked behind the crew's truck during this time, the crew members could have easily driven away without any concern for any cars parked behind it, in front of it, or parked anywhere in the immediate vicinity.  The customer service representative on the phone was overtly hostile through the entire conversation and repeatedly asserted that she had no supervisor to refer me to, stating that she was in charge (clearly she is not, as there is a president, VP, and she appears to hold none of these positions).  If the crew members actually feared for their lives, they easily could have contacted their supervisor, friends, family or the police.  Both crew members had cell phones and repeatedly made phone calls and texts during the entire installation process.  Obviously, the crew members did not suffer from any concerns regarding the possibility of violence if they had access to cell phones to make distress calls and chose not to do so.  As for the repeated telephone calls, if I had been elevated to a supervisor upon my first request, none of this would be an issue.  The repeated phone calls occurred because the sales representative disconnected my calls before they ever went through to anyone, and/or cut off other representatives who were trying to help me while in mid-sentence.  Finally, as my coworker who answered the call will attest to, the customer service representative who called my office was hostile and did not "plead" with anyone regarding my telephone calls to NFD.  My coworker indicated that the person on the whole was hostile and rude and completely unreasonable, which is why she terminated the call and told the NFD service representative not to call again.I look forward to NFD's next response which will surely fabricate more untruthful statements about the carpet installation. As explained previously, National Floors Direct installed the carpet in Ms. [redacted]'s home correctly and in a manner consistent with industry standards. Whatever details of the "turning" of the carpet she discussed with our field representative do not apply to this installation. When the field representative sold & figured the installation specifications for the job, there was no adjacent flooring. The plan was to "turn" or otherwise finish the carpet without using the metal transition strips normally used to finish carpet in this application.Once the installers arrived on-site to find the incomplete vinyl flooring installation adjacent to the area where National Floors Direct was contracted to install the carpet, the originally intended finish method no longer makes any sense whatsoever. Industry standard would be to have the hard surface installer (in this case the customer) properly install the coordinating finish moldings (which were on-site, photographed by National Floors Direct's installation team and sent to their installation manager along with a message indicating that the customer was attempting to force them to install these moldings  - for which a carpet mechanic does not have the proper tools). The installation of finish moldings is the most complicated & detail-oriented part of any hard surface installation, which seems to be why Ms. [redacted] opted out of completing the floor. Those moldings are supposed to be installed at the edge of the floor so the carpet installation team can properly tuck the carpet to and in most cases underneath the moldings. The installer installed the carpet correctly and left the appropriate amount of space for a hard surface installer to put the moldings on without issue.The carpet is not cut short, it is cut so a professional can appropriately install the moldings without damaging the integrity of the carpet installation. National Floors Direct did not contract to install these moldings and, as previously stated, would need to send a different installation team to the jobsite to do that, which would cost National Floors Direct approximately 50% of the total cost of Ms. [redacted]'s $450.00 carpet order. After an onslaught (literally dozens and dozens) of calls from Ms. [redacted] at the completion of the carpet installation and a call from our installation team that she had parked her car behind their van to prevent them from leaving the job unless they installed the moldings, our customer service agent told Ms. [redacted] we would return the next day with a different crew to install the vinyl moldings for her. This was only done due to safety concerns for our installation team. Ms. [redacted]'s height and weight have no bearing on her capability to harm our installers. People of all sizes commit acts of violence every day. The volume, frequency, and content of the calls made by Ms. [redacted] to our office are not consistent with that of a reasonable person. We told her what we needed to in order to preserve the safety of our installers.The following day, after receiving more than 100 phone calls from Ms. [redacted], an unreasonable number for any issue other than a life & death emergency, we contacted Ms. [redacted]'s supervisor to attempt to have someone resolve the issue and plead with her to stop calling. The carpet is installed as contracted and to the standards in the industry. She should install the moldings she already purchased or pay a qualified hard surface installation contractor to do so and move on. There is nothing else that can be said about this issue.  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.

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.