Total Music Centre

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.

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.

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]

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].
]case number [redacted]t
Regards,I have proof of the overnight mail I sent to National Floors Direct on NOVEMBER 13 which was the first business day of the three days allowed track number [redacted] and also I placed a call on the same morning and cancelled by phone. DECEMBER 12 I  called to see why I had not received my check yet. National Floors Direct is not being truthful. that is very disturbing to me. I can provide my proof if needed PLS HELP ME Thank you
[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].     The response from Nation Floors Direct is completely inaccurate in the portrayal of the case. We never scheduled a repair that we canceled due to changing our mind. We also did not refuse to allow ANY installers our property.    We scheduled a repair for 1/3/18. Also while scheduling this repair I specifically requested that Nation Floors Direct send installers that know what they were doing since the first installers did such a sloppy job.  Much to my dismay on the 1/3/18 the same installers showed up at my house. I was very unhappy and upset! I called Nation Floors Direct customer service immediately and told them I did not want the installers here and that I wanted different installers who knew what they were actually knew what they were doing.National Floors Direct told me that the original installers had to have the chance to fix their mistakes. I was so angry that they did not say anything about this on the day we scheduled the repair when I had told them I did not want the same installers back here. They told me that if I did not let them in that I may have to pay more to have someone come out again to fix the problems.  I let them in and they tried to fix some of the problems but we, the main installer and I, came to an agreement that National Floors Direct would have to order enough carpet to replace the carpet in the master bedroom closet then the carpet for that closet could be used to fix the 2 closets in the hallway. After the installers left I immediately called customer service again to which they said that they would call me back.  Six day later we finally wrote an email since they did not call back. After they received my email they called me. I explained that the main installer and I agreed that more carpet would have to be ordered to fix the problem, to which he responded that they would not order more carpet and all that they would do is put in little 4inch by 6 inch patches of carpet around the closet doors to which I said that we were not satisfied with a patch job when we had paid for the nice carpet to be installed properly in our house. I also requested to speak to a supervisor or someone with authority and was told "This is as high as this is going." We sent one more email restating what was communicated in our conversation and how disappointed we were. No further communication came from National Floors Direct.  So as you can see we did not change our mind about a repair we were open at the time to an appropriate repair We also did not refuse to allow ANY installers into our home. What we were asking for was for our wishes to be respected and for competent installers to be sent to our home to correct ALL the mistakes. 
Regards,
[redacted] & [redacted]

Revdex.com:I have provided proof that I submitted the cancellation notice within the time that the law requires and was stated on the contract.  I was contacted by National Floors Direct shortly after the disgreement and was assured I would receive a full refund within 15 days, but so far, I have received nothing.  I would like to know by what date they will be sending me a refund check.
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]

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].. 
The snow had no impact on this situation so I don’t appreciate them lying about it. We still have not received our refund, although I am waiting for it to come. Until then, I do not accept their rude and unprofessional response. We will resolve this issue when the refund does appear. 
Regards,
[redacted]

National Floors Direct cannot offer Ms. [redacted] any refund for the work that was completed in her home. Ms. [redacted]'s account of the events surrounding her recent carpet installation is not accurate. Prior to the arrival of our carpet installation team, Ms. [redacted] installed a vinyl floor in an...

adjacent area (either on her own or through some other floor-covering vendor or flooring installer). Whoever installed this vinyl flooring did not finish it properly; the "transition moldings," which would normally be used to "transition," from the vinyl flooring to the new carpet were not installed. Based on how NFD's field representative set up this installation, NFD's carpet installation team was to tuck the new carpet into the properly installed new transition moldings. The installer called his manager from the job-site and sent multiple photos to explain that Ms. [redacted] wanted him to install the vinyl moldings that she left off of her vinyl installation. Under different circumstances NFD would have been happy to oblige the customer. Our customer service agent tried to explain to Ms. [redacted] that the installation team that was on-site to install her carpet is a "carpet mechanic," specializing only in the installation of carpet. He does not have the tools to properly install the transitions from the vinyl flooring that she left incomplete.NFD offered to install these moldings for Ms. [redacted] at our cost, which would involve sending a different installation team that specializes in the installation of hard surface flooring to her home to install the moldings. Ms. [redacted] refused. NFD cannot offer any refund for not completing work that it was never contracted to install in the first place. Had the vinyl flooring in the adjacent space been properly installed, there would not have been any issue installing the carpet in the manner which our field representative outlined when he met with Ms. [redacted] to initially discuss the project on 01/19/2016.

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 does not change the fact that their salesperson LIED to me when he visited my home.  I am not happy with the flooring, but it is acceptable.  My main issue is that if their salesperson was upfront and told me no they won't move the furniture, I would not have made a purchase on that day.  This blatant dishonesty is unacceptable.  The refund requested was not for the flooring but so I can hire someone else to move the furniture as it is quite heavy; something the salesperson acknowledged and told me it would be no problem.  
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].
NFD, Your message dated 4/20 said I should receive the refund any day. I waited 10 days to respond, when the message was sent on 4/30 the check was not here! There was no way to respond on Revdex.com 5/1 to say it came in the mail that afternoon... It was deposited the afternoon of 5/1/17. 2 days ago. Saying I cashed it a week ago is an outright LIE on your part since you didn't send the check until Friday 4/28/17. I expect a sincere apology on NFD's part for calling me a liar, when the only lies, or misleading remarks all came from NFD and their representatives. Proof being, saying I cashed it a week ago, when the deposit clearly shows 5/1 and  you wrote the check 4/28. Hard to expect a refund within days when you didn't even cut the check until 8 days later... Regards,
[redacted]

The details of Ms. [redacted]'s cancellation issue seem to be stemming from some gross mis-communication. Ms. [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 order. The order is canceled and...

the deposit has already been refunded.

National Floors Direct contracted with Ms. [redacted] to install a [redacted] Lock & Float Luxury Vinyl Floor product in her home. When the time came to deliver and install the product, Ms. [redacted] refused the installation due to reservations she had installing the new flooring on top of the existing. This...

method of installation is sanctioned by the manufacturer and allows for full warranty coverage. At some point during the installation visit, National Floors Direct even offered to remove the existing flooring at no additional cost to the customer. They refused. We cannot cancel their order or issue any refund. After they pay a re-delivery fee, National Floors Direct remains ready, willing, and able to complete the installation as contracted.

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 appreciate your comments however when I have attempted to schedule the appointment, your staff has been nasty rude and refused to book the appointment unless I send a certified check for the balance which is not documented anywhere in the agreement I signed.  However, it seems we are moving forward to closing this issue out so I would like to book the appointment for August 12, 2017.  Please provide me confirmation of the scheduled appointment.
Regards,
[redacted]

National Floors Direct cannot replace Ms. [redacted]'s carpet. The product installed in her home is exactly the product for which she contracted. At the time of sale she selected this product from a [redacted] Industries branded sample board. All information regarding the carpet delivered to her home is verifiable and coordinates with the exact product she selected. Further, at the time of completion, Ms. [redacted] signed off that the installation was complete and certified in writing that the product was verifies prior to installation as the carpet she selected at the time of sale. If Ms. [redacted] has installation-related issues with the product she ordered, Ms. [redacted] can contact our customer service team to initiate a repair claim under our installation service warranty.

National Floors Direct is not able to replace any carpet for Mr. [redacted]. The issue he's experiencing with this carpet is a pulled loop. This is DAMAGE to the carpet that was locally caused. We offered a one time good faith repair of the issue. If the carpet needs to be replaced, it will be at Mr. [redacted]'s expense. Pulled loops in berber carpets are not covered under the manufacturer's warranty or our installation service warranty.

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 have tryed to reach out to national floors direct busy so far no return call or email from them.
Regards,
[redacted]

National Floors Direct cannot offer Ms. [redacted] a refund at this time. On 10/20, Ms. [redacted] ordered 4 special order carpets for 4 different non-adjacent installation spaces in her home. In one of those 4 spaces, a closet was drawn on the interior of the room walls that is actually outside of the wall area. National Floors Direct cannot cancel an order for 4 custom cut pieces of special order carpet because of the need to add a small closet's worth of carpet to the order. The installation could have been - quite literally - 99% completed on the initial day of installation and the closet carpet ordered for completion within a few days at no charge to the customer. The missing closet is no reason to justify refusing the entire installation and trying to cancel the order. National Floors Direct remains ready, willing, and able to complete the installation for Ms. [redacted], but we cannot offer any refund for the custom cut carpets she purchased.

Mr. [redacted] called National Floors Direct's customer service department and said he cut is foot on a nail sticking out of his floor. Our customer service agent explained to Mr. [redacted] that the floor we installed is a floating floor requiring no nails or glue. Even though the installation warranty had...

expired at the time of Mr. [redacted]'s call, the customer service agent requested photos of the space (which would be required to schedule a service appointment had the installation still been covered under the warranty regardless of the issue) in an effort to help Mr. [redacted] resolve the issue. We cannot offer any guidance as to how to address any issue without being able to see it. In an effort to provide our customers quick and efficient service when under warranty, we require photos of the issues before conducting an on-site visit. In most cases that alleviates the need to make multiple trips to a customer's home to remedy the problem. Mr. [redacted] flat out refused to send any photos. Since he was unwilling to send photos and his installation is out of warranty, our customer service representative was unable to do anything to help Mr. [redacted] with this issue.

National Floors Direct cannot offer Ms. [redacted] a refund fro fees associated with the installation of her order that were clearly disclosed to her at the time of sale as being her responsibility. In two separate line items of this agreement (both of which were initialed by Ms. [redacted]), it clearly...

states that "Customer [is] responsible for disconnecting & reconnecting any applicable water, gas, or electricity from all appliances. NFD is not a plumbing or electrical contractor and, as such, it would be irresponsible for us to attempt to perform these kinds of services. Further, NFD does not move vanities, sinks, or toilets. This work must be done by a licensed plumber."We trust this will close the matter.

Ms. [redacted]'s installation has been completed to her satisfaction. Further, management has connected with Ms. [redacted] to discuss her experience, offer apologies, and a price concession. We are sincerely sorry for the lack of communication stemming from the missed installation appointment and...

are very appreciative of Ms. [redacted]'s ultimate understanding of the situation and overall satisfaction with her new carpet.