Total Music Centre

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.

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]

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 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]

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.

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].
]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]

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 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].
 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 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].
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]

National Floors Direct cannot offer Mr. [redacted] any refund at this time. After an environmental issue in his home impacted the performance of his new flooring installation, Mr. [redacted] accepted a waiver of warranty in consideration for a free, one time repair of his environmentally damaged floor...

and further agreed that any subsequent issues could be remedied by a payable service.We cannot offer a refund or any additional complimentary services based on the previous agreement between Mr. [redacted] and National Floors Direct.

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 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.

National Floors Direct cannot offer Ms. [redacted] any refund for the order that we installed in her home in August. At the time of installation, it was noted by the installation team that the customer was attempting to blame him for a scratch on her floor underneath a rug in an area of the home where no installation work was provided by National Floors Direct. We cannot offer Ms. [redacted] anything. The estimates submitted from the roofing company and the company from Pennsylvania do not change the company's position. This flooring is almost one year old. There is no refund that the company can provide this customer.

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]

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.