Total Music Centre

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].

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.

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.

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]

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]

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]

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].  
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]

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].  
 
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.

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]

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]

National Floors Direct cannot reimburse Mr. [redacted] for any issue he has with the alarm wires at his home. Approximately 1 week after his flooring installation in 2015, Mr. [redacted] called to complain about an issue with the alarm system. National Floors Direct cannot be held responsible for...

this alarm wire. The customer informing the company one week after installation that the alarm has an issue is not acceptable. Anything could have happened in the home over the course of that week to damage the alarm wire, that may or may not actually be damaged. Regarding the installation, Mr. [redacted] previously indicated that he had damage to the floor from water. This is not covered under our installation warranty or the manufacturer of the product's warranty. The "wavy" condition Mr. [redacted] described in his complaint is consistent with his statement from 2015, regarding water damage. This is not covered under any flooring warranties.

National Floors Direct completed 2 installations in Mr. [redacted]'s home in April, 2017. There are notes in the account referencing the customer's initial call to express dissatisfaction with the installation but no notes regarding receipt of the photos Mr. [redacted] submitted. In conducting a...

detailed search based on the content of this complaint, the photos were submitted in a manner making them almost impossible to identify as his. The name and purchase order were omitted from Mr. [redacted]'s submission. Having reviewed the photos, we will have a customer service representative contact Mr. [redacted] to schedule a service call to address the issues he is experiencing ASAP!

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] [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].
National Floors Direct's response is not only untruthful but it AGAIN misses the point of our complaint.  The price of the carpet estimate is irrelevant as there was never any carpet installed! The "free upgrade" is irrelevant because the material was unavailable! Correct, the initial installation date could not be met..by National Floors Direct...not us ! And three different, conflicting reasons (lies) were provided..all National Floors Direct's issues..not ours. The National Floors Direct spokesperson that called on Friday April 7th at 5:19 pm stated that she "would cancel" our order! There was no "matched agreed upon in writing upgraded style" for install on 04/22/2017....NFD cancelled our order on 04/07/17 during that phone call!! Also correct that the installation date of Monday April 10th was refused...because we were not able to be home!! That was clearly communicated to our salesperson, [redacted] during the initial quoting of this install. Anyone else leave their doors wide open for the carpet installers to show up while they aren't home?? Or miss work so you can wait to see if the carpet installers that canceled once already will show up this time??? NOT LIKELY. And in response to the OUTRIGHT LIE that Mr [redacted] refused the upgraded carpet because he wanted something else...I was standing in front of him whilehe took that phone call (in Amherst NH) and he told them that he did NOT order that carpet and DID NOT want NFD at our home!! Never did he say he wanted something else! We did not want them on our property, there was no order, it had been cancelled by NFD on 4/7/17!  Look online and you will see numerous customer complaints about this company, it is clear that customer service does not play a role in their business practices. And I see here that downright lies are their go to to continue to bully the customers that they have mistreated.
 I will continue pursuing the complaint I filed with the Attorney General's Office until I recieve a refund.
[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].
]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]

National Floors Direct cannot offer Ms. [redacted] any refund. National Floors Direct sent an installation team to Ms. [redacted]'s home on 04/27/2017, to install the special order luxury vinyl flooring product on her order. Upon removal of the existing carpet - as is clear from the attached photos -...

significant unforeseen issues with the substrate were detected. Additional material and labor were needed to remedy these issues and install the materials. Ms. [redacted] was unwilling to pay any additional money to complete the job to industry standards. The purchase order Ms. [redacted] signed clearly outlines her responsibility for additional material and labor arising from unforeseen circumstances, such as rotted or missing areas of sub-flooring hidden below carpet. National Floors Direct can schedule the installation of the materials on this order as soon as Ms. [redacted] agrees to the additional costs needed to install the materials. We cannot offer any refund at this time as the special order material ordered for the project represents a significantly higher investment by National Floors Direct than the deposit amount on the order.