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].  
 
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]

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.

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]

I have more txt and call logs but it seems 4 is the max attachments. I have call logs and more txt.... Also notice the screenshot on 3/21 about cost difference with carpet. No restocking fee mentioned and refund is for difference in the amount!  Yet again another reason we have lost faith in...

NFD and [redacted].

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.

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 have reviewed my initial documentation and though it's true that I initialed #13 "disclaimer" shall we say, regarding that seams, in their words, "cannot be invisible", I should not have to tolerate the fact that the seams are the most noticeable feature of the carpeting. As I said in my letter to [redacted] (I have included an attachment of that e-mail) which I mailed on 2/16, 8 days after the installation, not over 2 weeks as was stated in NFD's response to my complaint w/the Revdex.com, the fact that the nap of the pieced carpeting is not going in the same direction as the larger piece of carpeting accentuates the seams to the point of being unacceptable. The seams would be acceptable if they had done that correctly. Regarding #18 on their list of acceptable damage I agreed to incur, the one that says that there will be nicks or scratches on walls or baseboards connotes that these should be minor. "Nicks" and "scratches" do not describe the gouges on every baseboard, above the carpet height and visible, caused by unnecessarily careless use of the blade used to cut the carpet. Every baseboard, every room that's carpeted. I'm not even seeking repairs for that issue. I am also NOT seeking to have my stairs recarpeted, even though they do not reach the edges of each stair so they're not tucked in at any of the stair treads' edges. I DID mail NFD to ask to whom I would mail photos of the lifting tiles and overly noticeable carpet seams on 2/21, (e-mail also attached) after I explained that I had no digital camera nor smart phone to take these pictures with at the time that I called NFD to make my complaint to which I received NO reply from anyone at NFD. I have since taken the photos with a friend's phone and have attached them here. So, I want my lifting tiles glued to the floor so they DON'T lift further, and I want the carpeting with the nap that's going the opposite direction from the rest of the carpeting in the room removed & replaced correctly so it doesn't look pieced together with the incredibly obvious seams. The vinyl tiles continue to lift at the seams in new spots DAILY.
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 have attached the PDF not a word document as additional information. Let me re-attach it. This time, I want NFD to respond with some justifiable rejection if any. Don't just reply saying "we do not accept...". Specify exact reason and document that NDF is disputing in "NFD_Summary.pdf".
Regards,
[redacted]

National Floors Direct received the notice of cancellation from Mr. [redacted] on 06/24/2016. Their refund was mailed on 07/08/2016, in a timely manner consistent with their cancellation paperwork and their expectations. As such, we ask that Revdex.com removes this complaint. It is completely...

unwarranted. Thank you.

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 installation problems have nothing to do with the ramp.  They are going around the problem which is there were white seams showing, or what look like threads. There are tacks sticking out.  They were sent pictures. An email was sent a month later to no response. The installers finished 9 at night put a paper to sign I was exhausted and had to get up 2:30 am for work. The problem by the ramp is they covered the bolts to the ramp. If ramp has to be removed now have to cut rug. So many problems with this whole transaction from day 1 which they New I was unhappy how it all went down but no phone call etc about my ordeal. I have pictures of everything
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]
My call on Nov 2nd was not to postpone it was to cancel.

At the completion of the installation Ms. [redacted] certified in writing that the product delivered to her home was the correct color & style, and that the work was completed to her satisfaction. There is noting we can do for a customer attempting to refuse an installation 5 months after completion, or 5 days after completion. The carpet is exactly what she ordered and was verified before installation by the customer.

Ms. [redacted]'s account of the events surrounding this installation are in now way an accurate representation of the truth. Furhter, it's unclear how her false account of the events classifies this as an, "Advertising Issue." National Floors Direct kindly requests that Revdex.com reviews the response below...

and removes this complaint.On 02/29/2016, a National Floors Direct field representative met with Ms. [redacted] at her home in Wethersfield, CT to discuss the details of a kitchen flooring upgrade. Ms. [redacted] & the representative entered into an agreement to install the "[redacted] Simplesse," Luxury Vinyl product in the, "Tawny Chestnut [redacted]" color. The product & color details are clearly documented on the front of the purchase order and the color & style information was taken directly from the physical [redacted] Simplesse sample board shown to Ms. [redacted] in her home. An installation date of Tuesday, 03/08/2016, was agreed upon, the representative submitted the order to National Floors Direct's purchasing office, and the special order material was ordered to meet the installation deadline.On Friday, 03/04/2016, Ms. [redacted] contacted the field representative voicing a concern over the color she selected. She told the representative that she felt the color she chose might be too dark and wanted to change the color. Since the material had already been received into the local distribution warehouse, our representative notified Ms. [redacted] that any change to the color would require a 15% restocking fee per the agreement. Our representative went back to Ms. [redacted]'s home in Wethersfield, CT, a second time, on 03/04/2016, to show Ms. [redacted] the sample board a second time. Ms. [redacted] confirmed the color and said that she was happy with the selection. No change to the order was made.On Tuesday, 03/08/2016, National Floors Direct sent an installation team to Ms. [redacted]'s home to fulfill the installation portion of her order. They have an installation work order for the, "[redacted] Simplesse," product in the, "Tawny Chestnut [redacted]" color, the boxes of flooring bear the manufacturer's name ([redacted] - the largest carpet & flooring manufacturer in the United States) as well as the correct labeling on the side of each box verifying that the color is "Tawny Chestnut [redacted]." Everything brought to her home is exactly what was ordered. We do not select floor-covering from a photo of a sample. We select floor-covering from physical sample boards. The sample was viewed in the home on 2 different occasions prior to installation. There is no room for interpretation here. National Floors Direct would be happy to offer Ms. [redacted] the opportunity (a third time) to view the sample board in her home and select the color for her installation. If a different color is selected, there will be a 15% restocking fee assessed on the order per our signed agreement with the cus[redacted]er. National Floors Direct has done everything in its power to work with Ms. [redacted] on this project. Subsequent to Ms. [redacted] refusing the installation appointment, multiple calls from National Floors Direct management to Ms. [redacted] have not been returned.

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 filled with inaccuracies. All of my conversations with them are recorded so I don't know why they are lying about what happened. They did not immediately send someone out to look at the issue. It took 7 phone calls from me before they finally agreed to send out an inspector.  I mentioned to them on the second call that I wanted the rosin paper installed which is not a small repair. I also let them know if they were not willing to fix BOTH items that I wanted half of my money back before they even scheduled a time to repair the stairs. It was their representative, [redacted], who decided not to move forward with the repairs of the risers until he could figure out what to do about the rosin paper. Additionally, in their response they only refer to the issues with the risers and not the rosin paper which is the bigger issue. Here is the timeline of what happened. Again, all of my conversations with them are recorded: My wife originally called on March 29, which not recorded, to complain about the risers but was told nothing could be done. April 4, I called asking to speak to a manager about the risers. Melissa took my information and had me send a picture. She told me she would forward the picture and someone would reach out to me. April 6. Nobody had called me yet, so I called in and spoke with [redacted]. She said they won't send anyone out to look at them as I signed a contract that I would sand and paint and since I hadn't done that yet, they refused to help me. They had never given me the page I signed stating I would sand and paint so I was unaware of this. I let her know that the rosin paper that was to be installed per the purchase order was never installed and I wanted that installed as the salesman (Pierre) told me it would prevent the stairs from squeaking in the future. She said she would call me back later in the day. [redacted] told me rosin paper is only used for laminate floors and when I pushed back told me the contractor can change the purchase order at their discretion and that is why the rosin paper wasn't installed. I told her the contract doesn't state that which later proved to be true.  April 7, I called and spoke with [redacted] who said she could only offer $50 for them not installing the rosin paper. I asked to speak to a manager and was transferred to [redacted] who then told me everything was installed properly and they wouldn't send anyone out to look at the issues. I let her know that no amount of sanding and painting will fix how poorly the risers were installed, but she said I had to do that per the contract. [redacted] also told me she had spoken to the installer who confirmed he didn't install rosin paper, but that the manufacturer's warranty would cover any squeaks for 30 years. She refused to send me a copy of the warranty though stating she would have to wait for another box of material to be opened before sending me one. It could be days, weeks, or months until that happened.  April 11, I called back after sanding and painting the risers didn't fix the issue, and [redacted] demanded to see pictures before they would send anyone out to look at them. I sent her pictures and a video showing how poorly the risers still looked. She said she would have someone look at them and call me back. April 11, I returned a voicemail and spoke with [redacted] who told me after looking at the pictures there is nothing they could do for me. The would not send anyone out to look at them. I demanded to have someone come out and after putting me on hold she said they would send someone out to look at them. She said she would contact the installation department and get back to me. April 13, I called back as nobody had reached out to me yet. I spoke with [redacted] who stated nobody from the installation team ever responded to her. She said she would ask again. April 14, I spoke with [redacted] who set up an appointment for someone to look at the risers. She never told me this was the same person I needed to speak to about the rosin paper issue. A date for April 21 was set for the inspection. April 19, I returned a voicemail to [redacted] confirming the appointment for April 21 April 22, I spoke to [redacted] after [redacted] had been to my house. I let her know he immediately said the risers were done poorly which she read notes in my file stating that as well. Nothing had been set up to repair the risers at this point. While at my house, [redacted] gave me a copy of the warranty from the manufacturer which he got from their website (not from a box of material as [redacted] had told me). I called them and found out they would not cover squeaks in the floor as [redacted] had previously told me. When I told this to [redacted], she said she could offer me $50. This is the first time I told her I wanted half my money back if they were not willing to install the rosin paper. I asked to speak to her manager after getting nowhere with her at which point she tells me [redacted], the man who came to my house, was her manager and the one to speak with about the rosin paper not being installed. She said he would call me. April 26, returned [redacted]'s voicemail to me to go over the issues. April 27, left another message for [redacted] as he hadn't returned my call. April 28, left another message for  [redacted] as he still hadn't returned my call. April 28, Finally spoke to [redacted]. He went over the issue with the risers and suggested a fix for them. At this point we set up May 4 as a date to do the repair to the risers. I brought up the rosin paper issue and he said he didn't have any idea what I was talking about. Although I had let [redacted] know about the issue 22 days earlier and spoken to her multiple times, she either didn't tell him, or he lied to me about not knowing about it. I explained to him all the trouble I had even getting him to come out and how my contract said rosin paper would be installed but it wasn't installed. [redacted] said he couldn't give me half my money back and asked if I wanted them to rip up the floor to put the paper down and then reinstall the floor. I told him yes, that is what I originally asked for but [redacted] said it couldn't be done. He asked to cancel the May 4 date to resolve the issue with the risers, because it didn't make sense to do that if they were going to be ripping up the floors as well. He said he would call me the next day. May 2, I left a voicemail for [redacted] as he never called me like he said he would. May 3, I left another voicemail for [redacted] as he still hadn't called me back. May 3, [redacted] finally called me back. He asked to know what proof I had that the rosin paper wasn't installed. I let him know I had one picture that showed it, [redacted] had confirmed with the contractor it wasn't installed and told me on my recorded phone line, and that I would be willing to lift up a board or two in order to prove it. He said he couldn't give me  half my money back but would give $300 and repair the risers if I signed a liability release. He said anything more than $300 they would redo the entire floor for the "principle of it". I told him I wanted the floors installed correctly and not the money. He said he would look into redoing them and call me later in the day. May 4, I left a voicemail for [redacted] as he didn't call me back the previous day like he said he would. May 5, I left another voicemail as he still hadn't called me. May 6, [redacted] finally called me and said he spoke to his representative at the manufacturer who said the rosin paper wasn't necessary. I told him it was in our contract so it was necessary regardless of what his representative may have told him. He then told me they would give me $300 or repair the risers but not both. When I told him that wasn't sufficient as they are not living up to their end of the contract, he told me I was crazy and hung up on me. As you can see, their response in sending someone out and addressing my issues were anything but immediate. Additionally their response to my Revdex.com complaint only addresses the risers and not the issue of the rosin paper not being installed as promised by the salesman and contract I signed. They knew about my request for half my money back before the repair of the risers was even scheduled. Twice [redacted] had agreed to rip out the floors to put the paper down and then back tracked on our last call. They are clearly breaching their written contract that rosin paper would be installed. I have the contract which I can provide and any or all of the phone calls we had. 
Regards,
[redacted]

Attached is the receipt for materials, labor cost, and invoices.Thank you.

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. The repairs have been completed. 
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 statements made by national floors direct is absolutely in accurate . I was available via phone the first day they came for the insulation and their installers told me that they were going downstairs to get a cup of coffee while waiting for national floors direct supervisor to get back to them and they left the job to never return on the first attempt. On the second attempt they were waiting for a box of tiles which I explain to them was no longer needed because the area that they were going to be covering was smaller since I had my cabinets installed in the kitchen. They stated that it was the sales person‘s fault that he did wrong measurement. When I spoke to the sales person he admitted that he measured incorrectly . The third/fourth attempt they canceled on me twice in one day. Every person that you speak their needs customer service training.  I was actually told by [redacted] that he is never seen an installation be canceled so many times. So no it is not my fault because it could have been done that very first day if their installers didn’t lie and disappear.    I will never do business with this company again nor recommend them to anyone I know. This has been the worst experience I have ever had with any 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 have been in contact with national floors direct and we had a scheduled appointment for repairs to there installation. The repairs were to be completed on nov 7, 2017 at which they never showed up and I had to call them several times to find out why. There response was they had an issue with the installers. I informed them that this is Not acceptable because I had taken this Day off from my job to accommodate them. They expect me to take more time off from my job so they can repair what should never have been repaired if the quality of the flooring was not separated and needed repair. I paid them in cash because that is how they wanted payment on the day of installation and moved all my furniture out so I could have a nice new floor in my home. They failed the contract and now insiste that they will not refund my cash. If the quality and customer service were better I would tolerate this. Due to the cost, my loss of time and the poor workmanship this is not going to be tolerated. I would like a refund!! [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 problem CLEARLY exists. I have attached pictures of only a few of the MANY spikes that pk our feet and cause us bodily harm. Take a look at the pictures and tell me I am making it up. There are many more pictures showing the protruding spikes, however I can only attach four. It is not fiction and I am not making it up. The president of National Floors Direct is more than welcome to come and see, feel and walk on the carpet himself to fully understand that this is not normal. Like I stated before, me, my husband and my children all walk in the carpet like normal human beings. Do you think my young children especially would intentionally contort their walking to get pked? They’re too young to know what is going on, the only thing they do know is they get pked, they get hurt, sometimes they bleed and they cry. That’s all. The is another way to install the carpet on stairs. When I called the supervisor of National Floors Direct, [redacted], he was so adamant that the manufacturer ([redacted]) said that is the only way to install the carpet. That is not true. I contacted [redacted] myself, and it is clearly listed on their website, that there are at least two ways to install carpet on stairs. Regardless of which way National Floors Direct chose, because again, I was not given a choice of which way I wanted it installed nor is it detailed on the contract, National Floors Direct should have done it properly, and as you can see from my pictures, it was not done properly.
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].  
Shameful?!?! Really after YOUR employee lied to me twice about payment options and YOUR employee whom yelled at me who's a service member and my mother about this. I really don't care about the money at the point clearly you don't care about the customer just YOUR bottom line, what a shameful person to call this a company who is customer service oriented. I do demand an apology to my mother I could care less if you're disrespectful to me but you will not be to a people that was only helping me out and doing what I thought was correct, and let me say this again directed from YOUR employee to pay they way that I did originally i.e personal check. I also want to know who is responding to this message please, It should not be the manger that yelled at my mother.
Regards,
[redacted]

National Floors Direct cannot offer Ms. [redacted] any refund. We contracted with Ms. [redacted] to install a carpet in her home. There is nothing that could occur in the course of a carpet installation that would result in an installer puncturing a pipe in her radiator. Our customer service team has...

explained this to Ms. [redacted] many times. There is nothing that we could have done to cause a puncture or a leak in her heater by installing a carpet.