Total Music Centre

Ms. [redacted] placed an order with National Floors Direct for a carpet installation. National Floors Direct received any written notification - as outlined in the purchase order agreement - to cancel this order and Ms. [redacted] has ignored all of our attempts to contact her regarding the status of her purchase order. We cannot do anything without timely written notice of cancellation.

Hello,They sent a check for the refund of my deposit. But they put the wrong name and I could not deposit it. They put [redacted]. My name is [redacted]. They were notified of this almost 2 weeks ago. They did not respond until last Friday. They want me to send the check back before they can reissue a new one. I don't feel comfortable doing that because I think they will drag their feet with the process. I've asked that they put a stop payment on the check which they did not want to do because it's too expensive for them. Most recently, on Monday 7-3-17, I emailed [redacted] a picture of the check with VOID written on it. I haven't heard from him yet. Thanks,[redacted], RN

There is no way for National Floors Direct to know that the board issue is from moisture as they have NEVER been out to my house to check the levels. This area of my home also holds NO moisture.They have also failed to produce documentation of moisture levels upon installation. Your warranty clearly states that it will not cover areas where moisture has increased 7% or more After the area has been tested. Again, no one has come to my home to verify moisture levels or even confirm those taken prior. I say, again, these boards are in a MOISTURE FREE area of my home. This company does NOT honor their warranty. I will NEVER use them again and I will always advise others against them. What a terrible, terrible experience. Shame on this company and those who run it. I am truly embarrassed to know this company operates in New England, where we VALUE service and honesty. Again, the affected boards are in a moisture FREE area of my home, look as though they were put in backwards or are a different material entirely, and separated the day after installation. I paid $3000 for less than 500 square feet, I paid this thinking a good company from New England would honor their warranty and treat their customers right, but it is clear that I am wrong. And truly, this is disheartening.

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.

A customer service representative has spoken with Ms. [redacted] about the issues with the flooring and has posed a solution that both parties feel will resolve those issues. We have reached out to try to confirm a date to repair the work and are currently waiting for word back from Ms. [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].
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]

Revdex.com:We have reached an amicable resolution with NFD.  We have agreed to receive a refund, and we appreciate their timely response to our concerns.  We particularly appreciate the work of [redacted], director of customer service, in actively resolving this.

As explained previously, National Floors Direct installed the carpet in Ms. [redacted] 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] $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] 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] 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.

Contrary to the response he entered to Revdex.com, National Floors Direct has had several conversations with Mr. [redacted] about the PROPER way to complete this installation. We have expressed a willingness to move forward with wrapping the stair edge albeit the wrong way to complete the job. We believe wrapping this stair edge will be more of a tripping hazard than the way the installation team ended the carpet on the initial installation visit. There is no "bullnose," for us to wrap. (See attached photo of the correct "environment" for wrapping a stair edge). We can move forward if Mr. [redacted] tells the company in writing where he wants the carpet ended. We strongly urge against wrapping this edge. We do not believe the long term performance, safety, or aesthetics will be consistent with industry standards if we wrap the edge with no bullnose.

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 haven't been contacted yet by anyone from National Floors Direct and no resolution has been provided. 
Regards,
[redacted]

National Floors Direct does not engage in the practice of "yelling at customers." We apologize for any misunderstanding but this order was expressly written in consideration for a significant price discount to be paid on delivery by "CASH, CERTIFIED CHECK, OR MONEY ORDER." This is handwritten on the front of the purchase order. Mr. [redacted] attempted to change the payment method without notice or authorization at the 11th hour and leave the party responsible for accepting installation to deal with the company.A different manager will gladly reach out to Mr. [redacted]'s mother to better explain why there was conflict on the day of installation and apologize.

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.

This statement is wholly untrue. This customer's refund check was cashed almost one week ago.

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].  
Its past 10 business days and I have still not received the refund check from this company. I have tried to reach customer service several times but they keep taking my contact details to call back but I never get any calls back. I need to know following information from this businesswhen was the refund processed?when was the check sent out?what the tracking number for the check?I am attaching all the email conversations I have had with this business.
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]. Please add your rejection comments below. 
This complaint was previously closed, because National Floors Direct has indicated on several occasions that they would send a refund check.  Several months have passed and no refund check has been received.  I want to reopen the complaint. National continues to say the sent the refund, yet it has not been received.For the record the address that the check should be sent is [redacted] (the same address on the down payment receipt).  There has been no change of address, we have lived at this address for 15 YEARS,I also plan to pursue a complaint through the Attorney Generals office.
Regards,
[redacted] And [redacted]

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.

National Floors Direct delivered the exact carpet that Ms. [redacted] ordered. National Floors Direct has offered Ms. [redacted] a full refund of her carpet deposit.

As previously indicated, National Floors Direct is willing to send a company representative to address Mr. [redacted]'s padding issue and has already reached out to him to schedule a follow up visit.

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 company still has not sent a new crew to finish the job. They also have not communicated with me as to when it will be complete. On Sunday, I called them after a worker seriously hurt himself while installing the steps. We called an ambulance and spoke with the police and fire department of [redacted], translating for the employee and also cleaning up the blood all over my house. He severed his arm and many arteries was taken to a level one hospital. I called the company to let them know this happened and asked them for a direct number for the Police Report; they still have not responded. I am worried for the employee first and foremost. Is he being taken care of? Also, my home was damaged by his accident and will need to be repaired. I hope that the company will send someone new to finish this job in a professional manner, which should involve proactively communicating with a customer.
Regards,
[redacted]

The customer's response is incorrect.  Even if a pad were installed with the floor it would not save the floor from 40% moisture (which voids all the warranties), and a pad is not applicable for this type of installation anyway.  At the time of the installation we advised the customer that she should get a new sub floor but the customer refused to pay for a new sub floor so one was not installed (once again 40% moisture would still have ruined this floor).  At this point he customer's floor is not covered under warranty by NFD or the manufacturer due to this excessive moisture.  She will need to get a new floor but first she will need to address the source of the moisture of the problem will simply repeat itself once a new floor is installed.