Total Music Centre

National Floors Direct has worked with Ms. [redacted] to address the communication issues surrounding this complaint and will be installing the carpet as planned at a discounted price as consideration for any inconvenience associated with the experience.

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 claim by National Floors Direct that cancellation was not received within the required time is False.  I have enclosed proof that my response was received within the allotted time.  Please see receipts for [redacted] Priority Mail Express as well as a copy of the tracking receipt.  The aforementioned proves that the notice of cancellation was received by the company on November 15th at 10:49 a.m.  I have also enclosed photocopies of the notice of cancellation and letter written to the company.
 
 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].  
  I did give them a deposit I paid them in Full they have $ 1400. and have not done any work. I did not call them to postpone the service I called to cancel. What is my next step?[redacted]
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].  
I would like to respond to NFD message. I had no reason to mention an attempt to "change" the terms of payment, because when I initially spoke with the sales representative I as well as my husband, and mother all stated that payment would be released upon completion of the installment. Which is why the "person on site", my mother adamantly refused to release the payment prior to the installation. Additionally because there had been so many discrepancies with NFD prior to the installation persons showing up was another reason for refusal of payment without completion of the job. And because of I was at work and not able to properly deal with the current situation, under direst at first I told [redacted] okay I would tell her to release the check, just to get the job done. However, my mom then informed me, that she hadn't even seen the product purchased or any materials. [redacted] called me back and I then told him, I give her the power to represent me, and that she wasn't going to release payment without the completion of the installment, I assured him the payment was there. He agreed...and then called my mom and asked for payment again. We can not reach an agreement, my house was totally out of order for weeks due to NFD's incompetence and deceit as a Company. I would simply like a refund of my money. 
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].  
[The business is insistent on continuing to lie. Either pay for the full amount of the bed that you broke, which is $198, or I’ll file this in small claims, where I will produce your responses, in sequence, and your forged document.  I will also claim additional damages as your phone operator who answered my calls told me to have my child sleep at a friends house until the bed was fixed. 
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].  
I reject this claim as being false because the sales person was aware of the quality carpeting my husband and I wanted. [redacted] salesman for NFD was shown the carpeting already installed in my home by [redacted]  and [redacted]  was told I do NOT WANT LESSER QUALITY please match or come close to the existing carpeting. My husband and I were shown carpeting samples and picked a [redacted]'s Mills made carpeting called [redacted] SERIES. While preparing to sign the contract I asked [redacted] make sure   I receive the correct carpeting because on the order form all that is used are numbers for ordering the carpeting. I was told don't worry your all set. At this point I reminded [redacted] I still had one more quote coming in for the job within an hour or so and was undecided if I should sign. [redacted] said look it, you have a guarantee we'll beat any price by 15% so sign you can't loose. The new quote came in lower and NFD did honor the 15% discount . My husband was surprised and said you better make sure you are still getting good quality carpeting as we ordered . So we emailed immediately  on December 16th 2017 to make sure we would still get [redacted]'s Mills [redacted] SERIES CARPETING. I am enclosing emails to verify my statements.National Floors Direct was told from the very first minute they walked into my home I wanted  GOOD QUALITY PRODUCT. 
Regards,
[redacted]

The company's position has not changed. We attempted to deliver the floor per the terms of the agreement; Ms. [redacted] refused. We attempted to go above and beyond the terms of the agreement to offer considerable labor for free; Ms. [redacted] refused. At no point was the agreement broken by any party other than Ms. [redacted]. National Floors Direct remains ready willing, and able to deliver and install the floor per the agreement after re-delivery fees have been paid in full.

National Floors Direct cannot offer Mr. [redacted] any refund at this time. Further, as agreed upon at the onset of the previous repair work, all additional repairs will be completed only as a payable service. National Floors Direct cannot offer Mr. [redacted] any additional complimentary materials or installation services at this time.

We apologize for the delay. The replacement carpet for the damaged materials were not immediately available from the manufacturer. The installation has been completed and the customer signed off that the work was excellent. We apologize again for the delay but we did everything we could to expedite the replacement materials from the manufacturer and complete the installation in as timely a manner as possible.

On Tuesday, 10/20/2015, National Floors Direct sent one installation team to Ms. [redacted]'s home to install 2 different floor covering projects in 2 different areas of her home. These are projects that would have been performed consecutively, meaning there would have been several hours between the...

completion of the first project and the completion of the second. At the completion of each project, Ms. [redacted] completed each customer satisfaction checklist; the installers received the top rating in each category for punctuality, professionalism, installation, cleanliness, attention to detail, and courtesy. Further, Ms. [redacted] certified that the installer reviewed the installation with her, "upon completion to ensure that the job was done to [her] satisfaction and free of any defect or damages."On Wednesday, 10/21/2015, at approximately 2:30 PM, Ms. [redacted] called National Floors Direct to report a scratch on a hutch in her home. Given Ms. [redacted]'s rating of the installation team's professionalism, cleanliness, and attention to details, as well as the certification that the she was given every opportunity to walk both spaces to inspect the home, the new floor covering, the furniture, etc., for, "any defect or damages," our customer service agent informed Ms. [redacted] that National Floors Direct cannot do anything to compensate her for the scratch she now noticed. There is simply no way to be sure what the origin of the scratch is. This is why we have the completion paperwork and why we make sure to walk the installation space with each customer at the completion of every installation. There is nothing we can do for non-installation-related issues like this after the paperwork has been completed and we have left the home.

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. Some thoughts even though this business has given me the full refund... It was very painful process to get my own money refunded even though I had requested to cancel the project the very next day and they cashed my check even after. This business tried very hard to sell their product through with multiple calls, multiple people - to a degree of annoyance and frustration. Their customer service was completely unhelpful and was constantly in denial of offering a refund. This business is very poor in its customer service and how they treat their customer and potential customers. I am not sure why they would focus on such business practices. I hope this helps other people to make their call in order to do business with them. Shout out to Revdex.com - I don't think I would had received my refund If I had not opened up a case here.

Ms. [redacted] was offered a full refund on 08/21/2016, 4 days before filing this complaint. Ms. [redacted] has yet to reply to an email from our customer service department confirming the time frame for the refund. Despite that, refund procedures are well underway.

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.

The company has reached out to me and had two people come by my house last week to see the problems.  As of now they have said that they will fix the problems at no charge to me and has schedule to come by on Saturday the 19th to do the work.  I will write back after saturday and let you know how it all went.  Thank you very much,[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]

National Floors Direct has attempted to contact Mr. [redacted] several times since entering our recent reply to Revdex.com regarding his complaint. Our phones are answered 24/7, 365 days per year. Regardless, the photos of the floor clearly show that there IS finish on the pre-finished boards installed in his home. We recommend Mr. [redacted] purchase a hardwood floor cleaning kit containing a wood floor cleaning solution and a micro-fiber scrubbing pad. If he's still experiencing the perceived issue with his flooring, we can schedule an inspection appointment with the manufacturer of the product.

National Floors Direct cannot offer Ms. [redacted] a refund at this time. On 10/20, Ms. [redacted] ordered 4 special order carpets for 4 different non-adjacent installation spaces in her home. In one of those 4 spaces, a closet was drawn on the interior of the room walls that is actually outside of the wall...

area. National Floors Direct cannot cancel an order for 4 custom cut pieces of special order carpet because of the need to add a small closet's worth of carpet to the order. The installation could have been - quite literally - 99% completed on the initial day of installation and the closet carpet ordered for completion within a few days at no charge to the customer. The missing closet is no reason to justify refusing the entire installation and trying to cancel the order. National Floors Direct remains ready, willing, and able to complete the installation for Ms. [redacted], but we cannot offer any refund for the custom cut carpets she purchased.

National Floors Direct cannot offer Mr. [redacted] any refund. He submitted competitive estimates for floor-covering installations that do not meet the criteria for our 15% off price guarantee promotion. Despite the missing information and inconsistent sizing in the estimates he forwarded, National Floors...

Direct agreed to match the prices provided. We cannot beat the price by 15% without the additional verifiable information requested by our customer service team by phone to Mr. [redacted], and we cannot cancel either order or offer any refund.

The information in this rebuttal is different from the information in our records. National Floors Direct is will contact Ms. [redacted] directly to attempt to resolve any ongoing issues with his carpet installation but we cannot offer a full refund or any remedy for the perceived issues other than service under the warranty.

Nothing in this person's complaint is true, neither the first or 2nd. National Floors Direct's legal department is pursuing legal action against her for theft by deception for accepting delivery and installation of thousands of dollars worth of carpet and installation services with a fraudulent payment method. The amount of her theft is considered felony theft in her state. All remedies will be pursued to the fullest extent of the law, regardless of the lies she writes in her public slander against the company.

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]