Total Music Centre

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.

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

This customer was not told she would be getting a refund nor is she entitled to one.  The customer is attempting to cancel this transaction after the three day cancellation period clearly laid out in large bold print directly above where she signed her name.  We are sorry but we cannot...

issue any refund to the customer.

The manufacturer went to this home to inspect the floor.  The moisture level in the home is at 40% which is why the floor is having this problem.  Both NFD and the manufacturer have now denied this claim.  There is nothing wrong with the floor or the installation; excessive moisture...

will ruin any hardwood floor.  We are sorry but we cannot warranty an issue that is not covered under 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].
NFD's claim that I did not call on 19 June to report the incompletion and damage is not true.  I did call and I did speak with [redacted] in customer service.  [redacted] escalated it to [redacted].  [redacted] said they would not fix the damage or complete the missing work.  I cannot control that [redacted] did not ask for picture or document the call.  It took 4 months of repeated calls to NFD and weeks of missed work due to NFD no shows, reschedules due to not ordering material, and not installing the initial flooring according to what we paid for.  The work was originally quoted as a maximum 3 day project.  It has taken NFD two months to even respond to my claim through Revdex.com.  I did call them today, August 30 at 1430, as they asked me today through the Revdex.com complaint system.  I spoke with [redacted] again and he acknowledged speaking with me previously.  He put me on hold and when he returned he said that because this was back in June and because I went to the Revdex.com they would not be able to have any one come out now. I explained again that I reported it back in June and it was he that escalated me to [redacted] and that [redacted] decision was that NFD was not going to finish the work.  He stated that complaining to the Revdex.com does not change the decision.  I explained I am only calling again because NFD asked me to call them to work this out in their Revdex.com complaint.  He quickly said they would call me back and hung up. I will update the ticket if I do hear back from them.  
Regards,
[redacted]

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]

Deer National Floors DirectI know what it says on payment I know that I signed for it I am taking full responsibility for that but when I talk to your sales rep which was [redacted] we had an an agreement that I can pay by either a personal check or buy credit card I know this I signed it I understand that I'm taking full responsibility in that but when a rep from you guys said it was ok to deviate from that that's what I have a discrepancy about and the whole thing is is that when I had to do this that's when your manager yell that my mother and yes she yelled at my mother if you want to say my mother is a liar then that's your own positive because that is untrue I'm obviously going to believe her but yes I will accept your apology to my mom either by phone call with leaving a voicemail or buy a hand-delivered letter mailed to me or my mother apologizing to her to be honest with you you could yell at me all you want but she was just a middle person she was helping me out she had nothing to do with this and I do not appreciate the manager [redacted] calling her up and yelling at her so I accept this if you guys accept to call her and leave a voicemail and or mail a letter.  I accept this I understand what I wrote and signed for for personal checks but when you are sales rep [redacted] stated that I can pay the other half by a personal check or credit card then that is misleadings know what I signed for I'm not disputing that at all. But I am disputing the fact that he told me one thing and it's completely opposite and I'm definitely disputing while your employee yelled at my mother I'm sorry but I'm believing my mother at this one I'm not believing [redacted] because she did yell at me as well I would like in apologize to my mother by leaving a voicemail on her cell phone at [redacted] and or a letter  apologizing to her via mail. It's uncalled for and unethical for you guys to do that I know what I signed for I'm not disputing that again as I stated prior make sure your employees in future I know what they're talking about and be making sure that they can do what they are saying they can do. As for [redacted] she needs to stop yelling at other people and be respectful of other people's needs and not take it out on the customers she yelled at me and my mother and you cannot say that she didn't because I believe my mother and I could take it first and foremost for her having an attitude with me. Thank you for your time and I looking forward for that apology to her.
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]. 
Regards,
[redacted]

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."

We have not fabricated anything.  The fact remains that the PO cannot be canceled.  The customer has a company credit for the amount they have paid us.

National Floors Direct cannot offer Ms. [redacted] any refund for the installation undertaken in her home. Ms. [redacted]' comprehension of what a "skim coat" is are very unrealistic. As is disclosed on her order, "National Floors Direct cannot entirely rebuild or level [her] floor." The skim coat is...

designed to smooth out portions of the existing substrate so that new floor-covering can be installed. The expectations were never set by the company or any company representative for us to entirely level the flooring in a home that is almost 100 years old for a $1,500 floating vinyl flooring installation. This is completely unrealistic.

Since the filing of this complaint, independent of Revdex.com, this installation was completed and signed off as excellent by this customer.

The company is consistent in its response to this complaint. All of the work for which Mr. [redacted] contracted with National Floors Direct has been completed. If Mr. [redacted] has issues with the installation, he can contact our customer service team to address his concerns. We are available 24/7, 365 days a year but we CANNOT offer services outside of the scope of our written purchase order.

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. 
As I mentioned before, no one ever told us that we needed a new subfloor. And when the installer was here for the inspection, he also said that we did not need a subfloor. I would like to speak to someone on the phone. I also need the name of the manufacturer and contact information for them. 
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. 
 The response from National Floors direct is inaccurate..Again, the sales rep. [redacted] showed up with sales samples.. I selected a sample of a lighter maple color blond  vinyl planking click flooring.  It was labeled under the sample..as "Tawny chestnut" ([redacted] mfg).That night I went on [redacted]'s website to see a better photo of the sample that I had selected from sales representative sample and found that the Tawny Chestnut on [redacted] website was a much darker brown color than the maple color with blond color markings samples that I selected from sales rep. Sample board.I called [redacted] the next morning to verify the correct color that I wanted... and he came over again and  he showed me the maple blond sample on his sample board again (still with the sample color name of "Tawny Chestnut" . Then I pulled up the [redacted] website and showed him the [redacted]  color of "Tawny Chestnut "  ..which indeed was a dark brown chestnut color.  Not even close to his sample in front of me!I told him that I donot want the color that was on [redacted]'s website..He reassured me many times  that I would get the lighter blond version from his sales samples. ..even though I pointed out to [redacted]..that 2 different colors had the same item # on them!!!  To insure I got the same color I ordered from [redacted], I took a photo of the sales sample and have attached it herewith. THE   ITEM # [redacted] WAS SHOWN ON 2 DIFFERENT COLORS.  (1 time on his,sales sample ..different color ..and 2nd time on [redacted] website different color  which is the one I told [redacted] that I did not want.I have also sent that color to you from [redacted] Website.. Look at the difference!That dark color ..same,item # [redacted] was the one that was deliver to me..instead of the one I selected...and the one I advised [redacted] to make sure I got the lighter maple product . Attached Here is the photo from [redacted] website of the" Tawny Chestnut "color that is quite different than The one that I ordered from sales rep sample! See that photo under 1st email that I sent you and compare. In closing...this national Floors Direct was not able to provide me the correct vinyl planking color that I chose.Pls. Refund my $200.00.Also, [redacted] never returned my 2 msgs. To call me back to work with me...the CS rep. Kept telling me that they sent me the color I selected!!....and I had to pay a restocking  fee to get the color that I originally selected from sales samples.   Regards,
[redacted]

The customer contracted for one flight of steps and a landing not two just to be clear.  The issue at hand is the bottom step is a rounded feature step, the sales rep made an error and the rounded step cannot be installed in the method that the steps were sold.  We have offered the...

customer a refund for the amount that he was charged for the steps.  He is demanding a refund for nearly half the purchase price of the order which is not what he was charged.  We can also upgrade the customer to custom stair parts which will require and additional charge.  We cannot refund nearly half the purchase price because that is the value the customer has now assigned to the stair work despite being charged the amount we have already offered to refund him.

National Floors Direct cannot offer Ms. [redacted] any refund 5 months after installation. Ms. [redacted] had carpet installed on 06/03/2017. At the completion of the installation, she signed off that the work was complete and excellent in several different categories. Ms. [redacted] called our customer service...

line on 11/10/2017, and described that there were several areas of the carpet where she had pulled up the loops of her berber carpet. This is an issue considered by the manufacturer as locally caused damage and is not covered under the manufacturer's warranty or the installation warranty provided by National Floors Direct. Ms. [redacted] can submit photos to our installation email address ([email protected]) to be evaluated for a payable service if she is interested.

As stated previously, National Floors Direct agreed to order the flooring for Ms. [redacted] at the price contracted in good faith with the understanding that she would need to produce a "verifiable written estimate for...the same or equal product," as outlined in our price guarantee, before we would release the merchandise.National Floors Direct has the material but Ms. [redacted] has not produced any verifiable quotation to justify the price for which we contracted. The contracted price was conditional and based on an estimate being provided prior to releasing the materials. If Ms. [redacted] cannot produce that estimate, we cannot release the flooring to her at the conditional contract price,  we will need to adjust the order to reflect the regular price.

Ms. [redacted] placed an order with National Floors Direct for a carpet installation. We have not received written notification - as outlined in the purchase order agreement - of her cancellation 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.

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].  
National Floors Direct never finished the 4th bedroom located in the upper level as agreed in initial contract.The customer satisfaction survey is completed by someone else other than me. I have my own copy and I will scan and upload that soon.National Floors Direct, if I am satisfied with your service, I wouldn't go waste my time filing a Revdex.com report. I can't believe you guys forge customer satisfaction survey.Revdex.com, please put this on your record so no other customers will be damaged by their tactics in future.
Regards,
[redacted]