Total Music Centre

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.

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]

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].

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 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]

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.

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]

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

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.

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.

National Floors Direct understands Ms. [redacted]'s perspective but respectfully disagrees with the solution she is suggesting regarding installing carpet on the stairs through the window. Carpet installed on stairs requires special tools and aggressive use of a carpet kicker to properly stretch the carpet in place. This cannot be done from the outside of a home through a window, nor can it be done in the one foot gap inside the home between the staircase and the window without causing damage to the window. One foot is simply not enough space to wrap and kick the carpet into place properly. The carpet on the stairs is installed correctly based on the conditions of the environment.National Floors Direct made no attempts "sneak" the padding as Ms. [redacted] indicated in her response. Ms. [redacted]'s purchase order clearly indicates the type of padding she agreed to have installed in her home. The "film" padding referenced in Ms. [redacted]'s accusatory statements bear an additional charge, which is not reflected in the purchase price on her contract. Further, the price and notes on the order indicate that several discounts and coupons were applied to reduce the price of the order, there is no mention of upgrading padding as is customary when an upgraded pad is agreed upon.

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.

I accept this response but would like to.point out that I have a tracking notice that proves it was delivered to your po boxOn my final date of recession. If you don't check this on a regular basis I suggest you find a better place to mail cancellations.  I emailed over a copy of this notice to one of your customer service reps and then was contacted by your sales manager. I did my part. I appreciate you doing yours. Thank you
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]

This is our second time putting a complaint about National Floors Direct When we put the first complaint in with Revdex.com we were contacted the very next day by...

the Manager [redacted] and were told that a technician would be at our home on 1/31/2018 anytime between 8:00am and 12:00pm to fix the issues from the previous complaint. We took time out of work AGAIN and NO ONE ever showed up!!!!! They even called in the morning to confirm and said more than likely it would be on the earlier end of the 8-12 timeframe. They showed up at 2pm and we were not home as we had to go back to work. We called and spoke to [redacted] and were told if we wanted to reschedule we would have to pay for it!!!! We then said we would contact our attorney and we then got a call back within 25 minutes saying a technician would be at the house on 2/6/18 between 3:00pm and 6:00pm. We have cameras on our property and guess what no one ever showed up again and we both took time out of work again to be here for 3:00pm. Very very unprofessional and disappointed as they do not stick by their policies or by their word.Desired Outcome: The carpet to be repaired correctly.

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]

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 information regarding the toilet is clearly disclosed in this customer's purchase order The information was covered in the confirmation process with our customer service department. National Floors Direct cannot offer Ms. [redacted] a refund for fees associated with the installation of her order that were clearly disclosed to her at the time of sale - and prior to installer arrival - 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."

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]

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.

Both of the installations for Ms. [redacted] have been completed by NFD.