Total Music Centre

On January 3, 2017, National Floors Direct inspected Ms. [redacted]'s flooring installation. Subsequent to that visit, the special-order materials were ordered and have been received into our Connecticut installation depot. Our office has attempted to schedule a repair service with Ms. [redacted] without...

success. We will continue to attempt to contact Ms. [redacted] to schedule the repair service.

Blank Response.

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]

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. 
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 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.

It was explained to Mr. [redacted] at length that the price he submitted for consideration of our price guarantee was not sufficient. The details of our guarantee are clearly presented on our website. We cannot offer any price concession for what he submitted nor can we offer any price concession now,...

as the floor has been completely installed and paid in full.We cannot change the price of a floor that has already been installed.

The carpet was installed as contracted and in a manner consistent with the highest standards in the industry. National Floors Direct responded immediately to the customer's concerns and sent an installation technician to her home to address any issues.

National Floors Direct has been in communication with Mr. [redacted] regarding the flooring installation. The responsible adult on site during the installation signed off that the job was completed to their satisfaction.Regardless, in good faith National Floors Direct has reached out to the customer...

to schedule a follow up visit with an installation manager and the installer so we can address Mr. [redacted]'s concerns.

National Floors Direct contracted with this customer for a special order hardwood floor. When we attempted to deliver the order, he demanded we bring back a different wood in a wider width. The order was changed after we had already purchased and delivered the hardwood to his home. As is clearly stated in our agreement and was communicated to the customer by phone, we were unable to change this product without a restocking fee. The fee paid by the customer does not come close to covering the fees associated with our return of the merchandise to the manufacturer and the additional cost of the wider wood he demanded for installation.

Although Mr. [redacted] did not send proper timely written notice of cancellation, a review of our records indicates that he did contact the our customer service line to request cancellation within the time frame. As such, National Floors Direct will offer Mr. [redacted] a full refund of his deposit.

National Floors Direct apologizes again to Ms. [redacted] for any delay or inconvenience. We have already issued her a full refund, independently of her inquiry with Revdex.com.

Upon receipt of Mr. [redacted]'s previous response, a company representative reached out immediately for clarification of the issue. Subsequently, a local installation manager visited the [redacted] home with the [redacted] sample from which Mr. [redacted] selected the material during the initial sales consultation. The material was verified as correct by Mr. & Mrs. [redacted], as well as the company representative. There is no room for interpretation. The material on-site is exactly what was ordered. National Floors Direct offered an appointment to re-select the material with application of a re-stocking fee, but Mr. [redacted] declined. The completion of the installation is scheduled and confirmed for Friday, 10/13/2017.

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].
Dear NFD, I haven't received the refund check yet. Could you please tell me when it was issued and where it was mailed from?I will close this issue once the refund check is received.Thank you, 
Regards,
[redacted]

The items that have not been completed are as follows:1) Temporary unmatching trim was put in.   It is a laminate and not the matching engineered hardwood we paid for.  2) The temporary trim was torn up by the sanders when they were refinishing the floor.  3) The trim on the...

stairs was not secured properly and is separating and needs to be installed properly.4) The vinyl tile in the kitchen was torn up by the sanders when NFD was refinishing the floor. Installer said NFD would handle it. Additional complaints Did not meet timeline.  Took 4 months for what they promised would be a 1 week installation.Caused me days of missed work due to no shows, reschedules due to poor installations, no coordination of installation with their teams and not ordering products for installs. Illegally threatened to sue me if I reported them. Have this on phone recording.Last communication was with [redacted] in NFD customer service on 19 June. He told me NFD would not complete the installation and was not responsible for anything further when I explained what was still outstanding.  Previous communication were weekly between Mar 4 and March 30 when they told me if I called again they would not honor contract and to be patient and they would get to me.  I did as they asked.  I waited a few months and did not hear from anyone at NFD so I called again in May and after a few calls they finally set up a time on June 17th to refinish the dining room floor and complete the trim. When the contractor came onsite he told me he did handle the trim.  Then the contractor sanded over the adjoining floors in the kitchen and living room destroying the edges when he was refinishing the dining room floor.  Please let me know if you need anything else.   I have a video of the damage if needed.

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 product was NOT special order it was a standard product in stock that they had available immediately and it was not 5" product. The product represented in their sample was not what was delivered. I sent a copy of the competitors estimate with the exact same price for a better product. There was no attempt made to reschedule. The only calls that I received were multiple harassing calls the day of the delivery which I still have on my phone.  I do not want a credit with this company I want a full refund.
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]

The products were installed correctly in Mr. [redacted]'s home. The transition strips for laminate flooring are not designed for a wheelchair or any other object that applies such a concentrated force on them. After learning more about the use of the flooring, National Floors Direct...

recommended commercial rubber transition strips. This molding would be lower profile, provide a more seamless transition between the carpet & the laminate flooring, and would be able to flex with high impact or when highly-concentrated force is applied to the floor. Mr. [redacted] refused this solution.National Floors Direct has since agreed to install the moldings again, for the 3rd time, along with an extra box of flooring at no cost to Mr. [redacted], as a measure of good faith.

National Floors Direct was able to work with Mr. [redacted] to amicably resolve this issue independently of Revdex.com.

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 never asked for a Rush order to begin with, the salesman wanted to deliver the rug the next day, I told him I didn't need it that fast because my apartment renovations we're not completed yet and by Thursday that would be fine, the salesman never stated that it was a rush order or anything of the sort. I had another company come by to give me an estimate as well and when I told the salesman from national direct carpet he said that It was no problem I could cancel with him if I just put down $500.00 in cash, they wouldn't except credit cards of any kind. I didn't understand why but didn't want to lose the price I was quoted and felt pressured to give him the money, I told him I didn't have the money with me that it was in my old home so he followed me there to pic it up...should've known then it was really weird the whole experience, I felt uneasy so I went back home and called there # and was told that I couldn't cancel the order, I told him but he just left, the customer service person told me call back in the mrng and u can cancel it then. got the run around all mrng, horrible customer service giving out all kinds of information, I was told I would get my down pymt back, so and so would call me...they called me alright and harassed me so much that I had to turn off my phone, it was the worst experience I've ever had. one of the salesperson was threatening as "you are going to get your carpet installed whether u like it or not...I can't believe National Direct Carpet are still in business treating their customers to this type of bullying. I am deeply disappointed in the manner they handled all calls and treatment of potential customers.
Regards,
[redacted]