Total Music Centre

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].
 Are you kidding me? I have been trying to get national floors direct to come and replace the floors that they installed since September! The floors are cracking, separating, they were never repaired as they said they would. If you close this case I will go directly to the consumer complaint department to file my grievance. I am not looking for a refund unless they refuse to fix the floors.
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]. 
 National Floors Direct lied in their response!  They measured wrong and they admitted, also the person they sent over to lay out the carpet know the fact
Regards,
[redacted]

As requested. Please see attached for confirmation of cancellation regarding order numbers [redacted] and [redacted].  Thank you.[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].
[redacted], at National Floors Direct contacted me last week, it is the first time they have responded to our multiple calls, I will pull the phone records and have those submitted as well for proof of their not calling, until I filed this complaint and the Revdex.com reached out to them.  He acted like nothing was wrong and asked when he could complete the install.  I told him that the relationship was no such that I don't trust the company or the installers they sent.  They didn't do the carpentry work they charged and got paid, they told us that it wasn't their responsibility to fix the problem with the stairs (no padding, no replacement of sub floor on landing, wrong carpet, late install, no install), they blamed it on the installers and said "too bad" for us.  Then they ignored our many calls.  Now that I filed a complaint they want to come into my home, where I live and install carpet, not fix the sub floor just carpet over it! I don't trust them and therefore do not want them in my home. They do half baked work and  I expect a full refund so I can hire a reputable company to complete the work.  They also false advertise on TV!  It is a switch and bate scheme.  I will settle for nothing less then a full refund.
Regards,
[redacted]

We hired National Floors Direct put vinyl wood planking in our kitchen, living room, dining room and master bedroom. They completed the work in September 2017. The workers did not seem to know what they were doing. They rushed through the job and pressured us into signing off on the work. In the days following the installation it became apparent that there were several major issues in the flooring. Debris had been left underneath and it was creating bumps in the floor and causing large sections of the floor to have a hump in it. There are several locations where the planks are very uneven in height and are separating. Also there are several finish nails sticking out leaving exposed metal where we walk over thresholds. As well as large black marks that were created in the floor when the workers play Star Furniture back. There are even several boards that are chipped in the corners. We contacted National Floors Direct in the days after and a week later they sent out the same workers to look at the floor. They told us that the floor would need to be replaced and that they were not equipped to do that at that visit. We went back and forth with the company several more times through their installation group and finally on October 27th and inspector came to check out the issues. He completely agreed that all of it would have to be redone and at the time I wanted them to repair. Then we heard nothing for almost a month until I call them back yesterday. At this point asking for a refund so that I can get a company to come in and do the job that National Floors Direct is incapable of doing. They refused to give me a refund and are now trying to book a Time in which to redo the flooring. They are only giving me time frames Before Christmas and I do not want to bother removing all the furniture from all the major rooms in my home during the holiday season.Desired Resolution: Their solution after more than two months is to send the same workers who messed up back to my house I'll take everything apart in my downstairs main living area during the holidays to repair it when I have no faith that they're going to do a good job this time. I would like to see a full refund so that I may have this replaced buy a different company at a time frame that is convenient for me.

We will be selling this customer a box of flooring so that she will have the 5-6 boards needed.

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]. . 
 
Regards,
[redacted]

National Floors Direct will reach out to Ms. [redacted] again to confirm the correct mailing address for her re-issued refund check.

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]. . 
Thank you for forwarding my complaint and concern to National Flooring Direct.  They are mis stating the facts:First, I did cancel my first appointment within 72 hours of their required timeframe.Second, the next appointment on June 3 was cancelled because I am very much aware they are not a plumber and did not expect them to perform any such labor in my home for the kitchen and bathroom flooring installation.  I asked them if they could do the bathrooms and once I had a plumber to disconnect the gas stove and refrig I would re schedule that appointment. Then, they inform me that I must have the toilets removed for the bathroom installation.. [redacted] the salesperson NEVER mentioned this only the stove and refrig.Third my larger issue with National Direct Flooring is how nasty and unprofessional their customer service representative have talked to me as if I am not a customer. Fourth, I do want to have the work done.. but now they are stating I must send them a certified check before they will even schedule the appointment.  There is NOTHING in any signed documents indicating this is a requirement. Again, if they would have talked with me like my business matters to them..: Sadly, when I order the kitchen and bathroom floors, I had told [redacted] my plans were to have the bedrooms, hallway, stairs and eventually the finished basement floors done.  AND, with many of the homes in my neighbor sales... I see flooring companies installing and working on home everyday.  And, as an active member of my church community ...many persons are always asking me for recommendations ... after being treated this way... I would not even consider it. Please just forward me my $600.00 deposit back and let's part ways. Thank you  
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. 
Thank you for your follow up. Unfortunately, the representative that visited our home on 1/29/16 to quote us on a carpet/installation did not provide us with a 'pre installation checklist'. It is for this reason we requested a copy from National Floors Direct, and they have refused to provide us with a copy of said document. As stated previously, there was no 'negotiation of cost' with the representative that came to our home on 1/29/16. The gentleman measured the home, brought in 3 carpet samples, informed us of a price of $2100 and then changed the price to $2000 because the carpet was not available for next day installation. To 'negotiate' means: ‘to deal or bargain with another, as in the preparation of a treaty or contract or in preliminaries to a business deal’. This was simply not the case. We never questioned the price of the carpet/install because we trusted National Floors Direct and their promise to beat any competitor. This was a very big mistake on our part, lesson learned and shame on us.I apologize that you are having trouble following what transpired throughout the course of this transition, though I suppose that would be difficult since the only people involved were the independent contractor that provided the quote, the 2 installers and [redacted], however let me try and explain again. It was the National Floors Direct representative, [redacted], that recommended that I speak to the ‘[redacted] Specialist’ regarding their policy on damage caused during installation. This was NOT with regards to the pricing, but everything to do with their policy when it came to installations. Upon [redacted]’s recommendation to ‘go ask the people at the flooring desk in [redacted] if they would take responsibility for damage to baseboards’ and assured me that ‘no carpet company is going to take responsibility for damage to baseboards’. I had done just that. I went and spoke with a flooring specialist at [redacted] and I showed them the photos of the damage. They could not believe the damage that was caused during the install, however they were not surprised by National Floors Direct’s response as they are ‘known for this type of poor service’. I then asked them ‘if a customer was not happy with their installation and requested that the flooring be removed and payment refunded, would they do that?’, they assured me ‘100% YES!’ and that they stand behind all of their installations. Correct me if I am wrong, but I do not believe that National Floors Direct is in any position to speak on behalf of [redacted] and their policies.Lastly, based on our experience thus far with National Floors Direct and the 159 negative reviews currently on the Revdex.com website (where only 31 listed as ‘resolved’), I find it very hard to believe that National Floors Direct would correct ANY of the installation related issues. We cannot even get you to send us a copy of a document that we supposedly ‘initialed and signed’. 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.

National Floors Direct has attempted to contact Ms. [redacted] dozens of times by phone to address her concerns with her recent flooring installation. We have left multiple voicemail messages per day since receipt of this complaint. She has yet to respond but instead continues to reply to Revdex.com that National Floors Direct has not been helpful. We cannot resolve this issue via Revdex.com dialog box. We need Ms. [redacted] to return our calls so we can address her concerns in a comprehensive manner.

Ms. [redacted] contacted National Floors Direct's after-hours answering service about her installation on a Saturday night. A customer service agent from National Floors Direct returned her call first thing Monday morning and, upon reviewing the issues she described with her, immediately schedule an...

appointment for her installation team to return to her home to address the issues the following morning. Our process regarding immediate service calls like this does not deviate from customer-to-customer. We apologize for any mis-communication but all immediate service calls are scheduled for inspection. Once on-site, the installation team communicated with National Floors Direct's installation manager regarding the issues.It immediately became clear that, despite a full disclosure that was initialed by the customer agreeing to keep the space at 68 degrees or higher, the heat had been turned off in the space. This is a luxury vinyl floor that was directly glued to a basement concrete floor. The installer sent multiple photos of a thermometer reading 42 degrees in the space. Those conditions would not allow for proper maintenance of the installation of any floor-covering, let alone a glued-down vinyl floor that was supposed to be drying.National Floors Direct's local installation manager spoke to Ms. [redacted] after receiving all of the photos from the installer and explained why she was experiencing the issues with the floor. She agreed to turn the heat back on so the glue could dry in the space and to have the installer back later in the week to take care of the issues arising from the near-freezing temperature in the basement. Additional special moldings were purchased by National Floors Direct to properly transition the floor to the brick wall in Ms. [redacted]'s basement and to wrap the columns, which are anchored into extremely un-level concrete (something that was not at all evident until the existing carpet had been removed). Upon the installer's return visit, Ms. [redacted] refused to allow any service of the floor and stated that she was not satisfied with the look of the moldings. The installation manager tried to explain that these moldings were all that could be installed against the brick and around the pole and that the "wood" moldings she wanted could not be attached to the brick wall or wrapped around the pole. Ms. [redacted]'s response was laced with profanity. She refused the moldings and demanded that the installer leave her home. We cannot offer any refund to Ms. [redacted]. We renew our offer to continue to provide service and install the moldings consistent with industry-accepted installation standards.

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]. We had every intention on having both of these jobs completed.  We were asking for clarification on the clause regarding moving our equipment and furniture when the representative named [redacted] informed us there was going to be an additional charge to do so.  As we mentioned in our previous complaint, that was the MAIN reason for us to request a manager to speak with.  The sales rep told us the furniture being moved was included in our total price, but when we spoke with the company's installation department to confirm, we were told otherwise.  There is no disputing the job, the materials, or the dates.  We were not given the opportunity to speak with a manager prior to 10/13/17 when we were TRYING to confirm all expenses, and we were NOT going to proceed to get a certified check without having clarification.  We were given conflicting information by the sales rep and then the installation dept, and then we got the run around trying to get management involved.
Regards,
[redacted]

National Floors Direct cannot place any monies paid by Ms. [redacted] for her flooring installation in escrow. At the time of sale, Ms. [redacted] selected the materials for her installation from our [redacted] Hardwood sample board. This is an [redacted] flooring product and represents a significant upgrade –...

in terms of cost and quality – to the [redacted] engineered hardwood flooring product in which she expressed interest during the initial consultation with our representative. Any email, telephone, or in-person correspondence with company representatives discussing interest in the [redacted] hardwood product prior to purchase is negated by the Flooring Purchase Order she signed and executed on 11/15/2016, for the [redacted] material that was subsequently delivered to and installed in her home. If Ms. [redacted] believed there was a discrepancy with the product she ordered – to reiterate, the [redacted] product for which she contracted and received installation represents a significant cost and quality upgrade from the [redacted] materials – the time to point that out to the company would have been prior to the installation (a multiple day process), not one month after accepting the installation and signing off at completion that the work was excellent and that the job was installed to her satisfaction. The flooring on Ms. [redacted]’s order was delivered and installed as ordered.

As stated in the previous response, National Floors Direct remains ready, willing, and able to install the special order materials on this purchase order. We cannot issue a refund, especially in light of Mr. [redacted]' acknowledgement of her multiple installation appointment cancellations without notice.

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. 
National Floors Direct's response is sophomoric. IIndeed we did inspect the carpet which was installed to our satisfaction. We did not inspect the hard wood floors to see if one of the contractors had perhaps dropped a heavy, sharp metallic tool while exiting. Something like a hammer, crowbar or other tool used by the crew is likely the cause of the damage inflicted by NFD.had they knocked down a lamp post on the way out of my driveway would they say that since we said the carpets were installed well they are blameless? At least you are now making progress in admitting the floor is damaged, your 'customer service' rep denied the damage clearly evident in the photos. NFD, your position here is indefensible even as it is changing, please do the right thing and reimburse us for the damage you clearly caused to brand new floors. 
Regards,
[redacted]