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].  
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]

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.

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]

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.

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]

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 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.

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 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]. . 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 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]

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.

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.

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, The customer is not aware of any "considerable discount" NFD is refering to. The total I was given was the total I was given. It seemed like a good price with an additional $150.00 off the top if I signed. The "$1,700" number is the first time Im hearing of it, it is no where written, its pulled out of thin air.  "Can't honor a refund after install?" 1. Of course they can... 2. It should have been honored before install. And the response at the end of their email offering to "re-figure" the price to charge me another $500.00 to recieve the $150 discount they promotedis an accurate reflection of the rude and bully-ish culture this company harbors. They ran an ad and didnt honor it. They admit that in their response,  "that coupon cannot be combined with any other special offers". What special offer did they give or did I recieve, can they show me?.
[redacted]

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.

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 spoke to [redacted] Ali on January 9th and was told she would send out contractors to fix the moldings and the chip, hence the reason she would order the materials. I followed up with an email to confirm the details the same day in which she replied that she was unable to tell me what date the contractor would come in and fix it but she is in the process of ordering the materials. I explained the issue with the moldings AND the planks had a scratch/chipping on it which I submitted proof of numerous times with pictures. No one ever came to my residence on January 21, 2017 or after they installed my floors in December 2016. National Floors did not notify me or set a specific date for the contractors to come to fix the issue and no one came to my residence on the date they indicated in their response. Every time I call to check on the status of someone coming to fix the issue, I am told different excuses such as they are busy or the materials haven't arrived, even though it takes less than 2 weeks to get the order in. I would like National Floors to come to my residence and fix the moldings and the chip OR offer me a reasonable and sufficient discount. 
Regards,
[redacted]

Ms. [redacted]'s account of the events surrounding this installation is mostly fiction. What is true is that she deceptively stopped payment on her COD for the flooring & installation from National Floors Direct after the hard working installation team spent almost 3 full days installing the...

beautiful new flooring in her home.Ms. [redacted] is correct that National Floors Direct demanded payment for the floor after it learned of her deception and is also correct that her actions constitute felony theft in her home state, [redacted]. Further, the price was crossed off the completion certificate to reflect the generous discount she was given off of the already discounted price after she called National Floors Direct to express that she didn't have enough money to pay for the floor at the price for which she originally contracted and she was unable to obtain third party financing.This is a really unfortunate situation, and is one that National Floors Direct has never encountered before. It is absolutely shocking that Ms. [redacted] would attempt to not pay for thousands of dollars of our goods & services and then complain about the experience with the Revdex.com.

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.

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.

This customer has a chip in her floor and a separating board due to moisture neither of which are covered under the installation warranty.  We offered to perform a payable service for the customer however she refused to pay for the service.  We cannot perform work free of charge to fix...

issues that are not covered under warranty.  If the customer would like to go ahead with a payable service we are happy to do it for her.