Total Music Centre

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].
 On 11/8 I received a response to complaint #[redacted] that I would be receiving a "full refund" from National Floors Direct.  As of this date 1/5/18 I have not received refund of my $200.00 deposit. 
Regards,
[redacted]

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]. . 
Once again, I stated to the salesmen that final payment would be given to the installers upon completion of the job. He said okay... I trusted this company and they did not stand up to their commitment. They did not show up until the third appointment which was two and 1/2 weeks after the initial appointment. Again in short I would simply like my deposit back in full. They didn’t install a floor, they canceled several times without notification, and then demanded payment in full when they finally show up. This is totally unacceptable and very unfair to me as a consumer.  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 were in fact told the installation would be completed two days later (Monday 3/27). At no point on 3/25 were we told any carpet was damaged. We were told they didn't have enough, and therefore would be back in two days. Two days later, no call, no show. Customer service did not have any helpful information until 5 days later when we were finally told about the "damaged" carpet, and the reason for the delay. Why did that take 5 days? Finally rescheduled for 11 days after original installation date and was told we would be first stop of the day. Installation department called the day before to say we wouldn't be til the afternoon slot.  We now needed to reschedule again.  Finally finished 12 days after the date we paid in full. 
Regards,
[redacted]

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.

National Floors Direct contracted with Mr. [redacted] for a laminate flooring installation. The day the order was processed, our order entry department noted that there was insufficient inventory on hand to complete the installation as scheduled. When an order was placed for additional inventory, the...

manufacturer notified National Floors Direct that the color Mr. [redacted] ordered had been discontinued. We immediately attempted to contact the customer. Our customer service team called both numbers daily for almost 2 full weeks before he responded. At that time, we sent a representative to the home to select a different color. The installation has since been completed.

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 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.

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.

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.

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.

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.

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.

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.

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]

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.

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 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.

National Floors Direct has agreed to offer the full refund of their deposit even though the order was canceled after the recision period had expired.

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