Total Music Centre

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.

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 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 am writing in reference to a complaint filed last week regarding National Floors Direct.  To summarize, an order placed and then once it arrived in our home it was not what we had first ordered, when asked to cancel the complete order they said we could not as we would lose the down payment of 2,000.  We then reordered again and this time we gave them 10,000 in which they upgraded to a better flooring.  Upon arrival their worker looked over it and said that it was not good material and that we would regret in getting it put in.  Much to our discretion we canceled the order again, this time we called directly to them and they have refused to give back the ten thousand.  We are  expecting the whole amount, but at least the labor and materials as it was not implemented.  Given that the last order was placed on a Saturday and it was a Memorial Day weekend we were within the three day business limit.   Given that we are in the process of moving and an pending medical situation it is critical that we get our rightfully refund back as soon as possible.
Regards,
[redacted]

Ms. [redacted] contracted with National Floors Direct to remove an existing laminate floor in her kitchen and install a new luxury vinyl product. Removal of multiple layers of flooring were never contracted for, nor was this billed as a one day installation. As evidenced by the attached photos, the...

condition of the flooring under Ms. [redacted]'s laminate flooring were well outside of the normal scope of any floor-covering installation. When the installer from National Floors Direct removed the top layer of flooring, he notified our office who then explained to Ms. [redacted] that she would need a carpenter to re-build this floor. Ms. [redacted] acknowledged. Days later, Ms. [redacted] called and said the floor was ready for installation. We sent an installation team back to the home. Nothing whatsoever had been done to remedy the issues with the floor. The installation team ultimately agreed to the extensive repairs of the sub-floors in consideration for additional monies, and Ms. [redacted] agreed to pay the additional charges for the cosmetic subfloor work needed to install the new flooring. The installation was completed and signed off as "excellent."Subsequent to this installation, Ms. [redacted] called National Floors Direct's customer service department to express dissatisfaction with the installation. National Floors Direct sent a repair crew to her home to address her concerns. The repair work was completed and signed off as "excellent."Ms. [redacted] called again to complain about her floors. National Floors Direct responded by offering to send the installation team and the local installation manager to Ms. [redacted]'s home to inspect the installation but Ms. [redacted] has repeatedly refused to communicate with our customer service team regarding scheduling.

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. 
Again, let me repeat -- what National Floors Direct is saying is not accurate, and now they have compounded the inaccuracy.First -- when we signed the contract, the National Floors Direct representative HIMSELF told us that the floor was all right, and that THEIR contractor would put what he called a "skim coat" on one section to even it out.  We had never heard of the phrase "skim coat" before, but that is what he said.  We HAD no private contractor; the ones who had done the sub floor had cleared out.  So we were relying on the advice of the NFD representative.Second -- we were skittish about paying the whole sum of $1400 to NFD without having seen any tiles (little pieces of a tile in a booklet do not count -- you cannot see them in place), so we asked the NFD representative whether, when the tiles came, we could get our money back if we did not actually like them.  He made a special call to NFD, and the answer was yes, we could get our money back.  So -- stupidly -- I paid them the entire sum.Then we heard that we were not even going to get our choice from the book of tiles -- we would get something else instead.  My wife resigned herself to that, but wasn't happy about it.  Finally the NFD contractor came and lowered the boom, telling us that he could not put the floor in, and that we would have to wait, AND THAT HE WOULD BE RECEIVING NO PAY FOR WORK ON THAT DAY.  He was upset about it, but he said that he couldn't in good conscience do the job.  This shocked us.  At that point we didn't want to have anything more to do with the company.  AT NO TIME DID HE SAY THAT THE COMPANY WAS PAYING HIM FOR THAT DAY.  HE SAID EXACTLY THE OPPOSITE, and he was unhappy about it.Now, it wasn't our fault that the floor couldn't be worked on, since it was the NFD REPRESENTATIVE HIMSELF who told us that it was all right -- the salesman.  Also, he had obtained a promise from NFD that if we didn't like the tiles once we really saw them (rather than a piece of a tile in a book, or a picture e-mailed to my wife), we could have our money back.  All I'm doing is holding NFD to their promise.  
Regards,
[redacted]

National Floors Direct cannot offer any refund at this time. The installation is complete and signed off as excellent by the customer.

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. There is no padding in the closet or the hallway.  I absolutely welcome someone - not the installer who messed up - come and show me how my assertions defy logic. Considering I cannot get a phone call back, I don't have high hopes.  If I wanted to buy carpet, someone comes right out...I'm absolutely miserable about the experience, and no one can come follow up on my assertion that there is a problem.  I'm told my floors are the problem. If they were as much a problem as there is right now, why wasn't it pointed out by the installer, who is supposed to be the professional? Nothing has been done for the sake of customer satisfaction, other than an insulting response.According to the response, my observations defy logic.  Maybe my thought process defies logic, but I would think that someone who cares about their company's reputation would call or cone and see what I'm talking about when I say it's a hoffible install. 
 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].  
AGAIN, Business response failed to address INCOMPLETE  job and the damages to my property, caused by NFD.  Consumer demands reimbursement for monies paid for damages and job completion.
Regards,
[redacted]

National Floors Direct cannot offer Ms. [redacted] any refund at this time. Ms. [redacted] purchased carpet from National Floors Direct on 10/23. On 11/02, the scheduled date of installation, the carpet she purchased was brought to her home. There is no room for interpretation. The roll of carpet was in its original wrapper from the manufacturer of the carpet and has the customer's name and purchase order printed on it. The carpet color, style, and quality are 100% verifiable as the color, style, and quality she selected in her home at the time of the sale.

This customer attempted to have our installer complete work throughout the home and installation space outside the scope of our agreement. National Floors Direct has already terminated the agreement with this customer and has offered a full refund. We cannot do business with this person.

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].
[There is no room for interpretation, that is correct. I have photo of the manufactures tag for the product that was delivered and set to be install and it is not the product for which I paid the deposit. The name and numbers do not match my receipt. I called and asked how we would reconcile the difference if I had allowed the wrong carpet to be installed. I was hung up on. This is not a failure on my part, I paid my deposit in good faith.  I made several attempts to communicate with this business that day also in good faith to resolve the issue. The company failed, refused to communicated, refuses to reconcile or even acknowledge the difference between what is on my receipt and what was delivered. The company owes my deposit returned in full immediately.] 
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]. 
first of all I wrote the complaint to consumer affair before their response. They had no intention of fixing it.BUT I'm ok with that now because my neighbor came to see the rug because she was going to us them for her 3 rooms. She was appalled when she saw and I told her what they did. So she is not using them. I am showing everyone the job they did??.so I will fix it when I'm done with construction in the meantime I am showing EVERYONE 
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 spoken to NFD on several occasions for resolution. Their denial of this is totally false. I have referred this matter to Attorney George [redacted] Attorney General State of CT. The Revdex.com has been sent a copy of my letter to Attorney [redacted] with all detail.
Regards,
[redacted]

Mr. [redacted]'s account of his phone call with our cancellation team member differs dramatically from the recording on the call reviewed by this office. At no point did any company representative tell Mr. [redacted] that he was unable to cancel the orders or that it was too late to do so. The...

representative - as is company policy - attempted to review the cancellation policy with the customer who, for some unknown reason, was irate throughout the entire call. In attempting to outline what the next steps were in canceling the order, ie, refund time frame, formal cancellation confirmation, etc., Mr. [redacted] was belligerent and unwilling to listen.These orders have been canceled independently of Revdex.com and in as efficient of a manner as possible given Mr. [redacted]'s disposition during his call with our company representative. A full refund will be issued to the customer in a timely manner consistent with the language on Mr. [redacted]'s purchase orders.

Ms. [redacted] ordered the material on this product through our low price guarantee. As a measure of good faith and in the interest of filling Ms. [redacted]'s time frame requirements, the material was ordered & released immediately before Ms. [redacted] produced the estimate paperwork that was relied on...

to calculate the low pricing. Our price guarantee requires substantive proof of a competitor's written estimate. This was communicated to Ms. [redacted]. The terms of our pricing guarantee are very clear. It is not reasonable to rely on a customer's verbal representation of a competitor's pricing. The order was sold at a dramatic discount over our regular price under the premise that the customer would be producing a physical or digital copy of a quote that could substantiate our beating the price. Ms. [redacted] never produced any estimate. Ms. [redacted] was never offered a refund. The special order materials were already released & paid for by NFD. The order cannot be canceled. We need substantive proof of the pricing she claims to have had prior to delivering any of the materials.

We test for moisture prior to installing all hard surface installations.  If there are no issues they do not document the moisture reading.  If the customer wants we can go to the home and inspect the floor to determine the issue or we can attempt a payable service.  The customer can call customer service to schedule the service.

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].
Is the company saying I CHOSE the tack strips?! I absolutely did not choose anything except the carpet and color of the carpet. And is the company saying I, my husband AND my children are INTENTIONALLY getting our feet constantly pked by these tack strips? Do you hear yourself? How ignorant does that sound? Do you actually think any one of us wants to intentionally do this? We do everything to avoid it and we still get pked. He did not “hammer” down anything. Hammering down something requires a hammer, in which he clearly did not use. 
Hey Regards,
[redacted]

This installation has been completed to the client's satisfaction. A manager met with Ms. [redacted] at her home to address her concerns and verify her satisfaction with the workmanship.

National Floors Direct cannot offer Mr. [redacted] a full refund or pay any other monies to him for any issue surrounding his flooring installation. National Floors Direct installed almost 1,100 square feet of laminate flooring in his [redacted]. The installation was completed on 09/21/2017. At the completion...

of the installation, Mr. [redacted] signed a customer satisfaction checklist rating the installation as excellent in 6 different categories, and certified that the installation was complete and was done to his satisfaction free of defect or damage.Despite the claim in Mr. [redacted]'s complaint, we have no way of blocking him from contacting our office. If he has an issue that needs resolution outside of requesting that we return all of his money despite installing 1,100 square feet of flooring, we would be happy to address it. We answer the phone 24/7, at ([redacted].Mr. [redacted]'s completed customer satisfaction checklist is attached.