Total Music Centre

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.

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]

The order clearly states on the front, "COD - NO PERSONAL CHECK - BALANCE MUST BE PAID IN FULL ON ARRIVAL." It's not COD, after installation is complete. There is no room for interpretation here.National Floors Direct ordered the exact carpets on Ms. [redacted]'s purchase order. They are the same color, quality, size, and width specified on the purchase order and coordinate exactly with the product sample from which she selected the product at the time of sale on 03/25/2017. Any claims to the contrary are completely baseless.We cannot cancel the order, we cannot issue a refund. These are special order 15' wide carpets, custom cut to the length of her rooms. The carpets are in our local distribution center, ready for delivery and installation in her home.

National Floors Direct cannot offer Ms. [redacted] any compensation for removing the existing carpet in her home. There are no notes on any of the 7 pages of order documents submitted by our sales representative regarding the company attempting to save or in any way re-use existing carpet. On a side...

note, carpet is not a product that can be installed more than once. With no notes or direction, it is not reasonable to think that we would be removing carpet for the purposes of re-installing it else where or leaving it for someone else to install. 100% of the carpet we remove from homes is recycled or placed in the trash depending on the fiber type. Further, a 20' x 30' area of carpet is made up of at least 2 very large, heavy pieces of carpet. An installer couldn't take up that much carpet as one piece even if he wanted to.Regarding any installation issues, Naitonal Floors Direct has no record of any calls from Ms. [redacted] regarding the installation since the work was completed on 07/17. If there are installation-related problems or questions regarding the installation of her carpet, our customer service department can be reached 24/7 at [redacted]. We will gladly address any installation issues with her carpet.

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]. . 
Your response is an out and out lie - no one EVER notified me of "confirmation" since I had CANCELLED this order the very next day. See attachment; I also spoke with several of your representatives.
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!

At the request of National Floors Direct I solicited an estimate for removal of railing, reinstallation, and any necessary repair work to walls and hardwood floor where railing is anchored. I was quoted a price of $500.00 labor not including materials which may be necessary to repair damage to walls and hardwood floors and have decided that I will NOT move forward on removal of railings.  I have provided copies of the agreement with national floors direct where there is no indication of railings needing to be removed prior to installation.  I would request that if national floors direct does not feel they can complete installation via signed agreement that all monies be refunded.Sincerely,[redacted]

National Floors Direct cannot offer Mr. [redacted] a refund of his deposit. The cancellation period on the order has expired. Mr. [redacted] rescheduled his installation once and National Floors Direct rescheduled his installation once. On the final agreed upon installation date, Mr. [redacted] refused to accept delivery of the carpet.

Revdex.com: I have read how National floors direct responded to my complaint. They are absolutlely incorrect about the estimates. It was THEIR AGENT that turned in the wrong information as I have copies of the estimates-he tried to pull a fast one. I contacted the Agent and told him my house was still under construction and wanted to post pone the installation several weeks before the date, the agent did not pass this information on to the office. On the day of the installation they called me and stated the product was not in and wanted to re-schedule and the girl was very rude (same girl I spoke about earlier), this is exactly how things went. They never gave me the 150.00 off for booking the appointment on line and the rude girl stated it's one or the other 150.00 off or 15%. They play games and I would never recommend them.
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 cannot offer Ms. [redacted] any refund. She placed an order for carpet on 10/30/2017, for carpet installation and re-scheduled the installation 5 (FIVE) times on the day prior or the day of installation each time. On the final day, 12/06/2017, when our installation team arrived...

at her home, Ms. [redacted] told the custoemr service team that she did not have the money to pay the balance of the order. If Ms. [redacted] would like to schedule a new installation date, she will need to contact our office to make special arrangements but she is not entitled to any refund.

National Floors Direct cannot offer this customer any refund. 2 purchase orders were placed by the Dentist's office on 08/03/2017, for installation 10/16/2017, and 10/18/2017. In the days leading up to the scheduled installations, National Floors Direct was able to connect with office personnel to...

confirm all installation procedures for both orders. On the the first scheduled installation date, 10/16/2017, more than 2 months after the orders were placed, the installation team sent to complete the work was turned away. The office representative said they decided to cancel the order. These orders cannot be canceled. National Floors Direct has reserved thousands of dollars worth of special order commercial grade flooring materials for these customers. We cannot cancel the orders, we cannot offer any refund. We remain ready, willing, and able to complete the work as contracted.

We apologize for any delay in completing the project. Since the filing of this complaint, this project has been completed.

We are sorry that the customer's expectations of the time required to complete this project were not met. That said, the customer received a highly discounted price for the carpet, which included our installers moving heavy furniture in the customer's home. National Floors Direct cannot offer any...

additional discounts off of the price of this order. The job was signed off as complete and excellent. Although we cannot offer any money off of this order, we value our relationship with this customer and would be happy to mail the customer a gift certificate worth $250.00 that can be applied to a future purchase.

National Floors Direct cannot offer repair services for the issues shown in the photos submitted by Mr. [redacted] without a completed repair disclaimer. The photos clearly depict locally caused damage to the carpet and pulled loops. The warranties provided by the manufacturer of the carpet and by...

National Floors Direct do not cover pulled loops or locally caused damage to carpets.National Floors Direct will renew its offer to repair the carpet one time only for free. We cannot offer a good faith repair that is outside the scope of our warranty without a disclaimer that confirms that any additional damage to the carpet will need to be repaired at the expense of the customer.

Our internal records indicate that we mailed the necessary claim information to Ms. [redacted] on Friday, 02/13/2015, 2 days after her initial request on 02/11/2015. The form was returned to National Floors Direct after the expiration of the installation warranty.

National Floors Direct provides a copy of its installation warranty to every customer at the completion of their installation. If Mr. [redacted] is interested in obtaining a copy of the material warranty for his carpet, he can contact our customer service department 24/7, at ([redacted], to arrange transmission or instructions on how to download the warranty documents.

Ms. [redacted] placed an order for special order luxury vinyl flooring on 09/05/2017, to be installed on 09/19/2017. No timely notice of cancellation was provided to National Floors Direct. On 09/16/2017, when attempting to confirm the installation, Ms. [redacted] indicated that she was unwilling to move...

forward with the installation of the vinyl flooring. We cannot accept late cancellation for a special order product. National Floors Direct remains ready, willing, and able to perform its contractual obligations to Ms. [redacted] but we cannot offer any refund at this time.

Mr. [redacted] is offering an inaccurate portrayal of the events surrounding his installation. As is a matter of policy at National Floors Direct, a representative from our installation department left voicemail messages, documented by phone records and computerized logs through our call system, 48...

hours prior to the scheduled install date and 24 hours prior to the scheduled installation date at the contact numbers (###-###-#### and ###-###-####) on the front of Mr. [redacted]’s contract with National Floors Direct in an attempt to confirm his installation. When our attempts to reach Mr. [redacted] had proven unsuccessful, a decision was made to hold the installation until we were able to speak with him, as is our normal policy and is outlined in our pre-installation checklist item number 22 (which was initialed and signed-off on by Mr. [redacted] at the time he contracted for the carpet in his home with our representative). To quote checklist item #**, “if, for some reason, we are unable to reach you [to confirm your installation], it is your responsibility to call us at ###-###-####, for your installation to take place.”It was not until mid-morning on the originally scheduled installation (January 16, 2015) that National Floors Direct was able to finally reach Mr. [redacted]. In line with the expectations we try to make clear to our customers in the paperwork executed at the time of sale, we attempted to explain to Mr. [redacted] why the order was not being sent out for installation on January 16, 2015, and offered him several days (as early as the following day) as alternative options to accept delivery of his carpet, which had been cut and ready for delivery in our warehouse.Mr. [redacted] refused to accept delivery of the carpet on any other day, even though the paperwork he had accepted, initialed, and signed, from National Floors Direct clearly outlines the process for installation confirmations. We left him several messages (2 per day per company policy) between January 16, 2015, and January 23, 2015, to attempt to reschedule his installation. On January 23, 2015, at approximately 3:47 PM, Mr. [redacted] finally called National Floors Direct back and indicated that he would like to cancel the installation and has decided to use another vendor for his carpet project. At that time, our customer service representative explained that this order was cut and ready and that he was beyond the period where he was able to cancel and receive a full refund. Mr. [redacted] became verbally abusive at that point and on several subsequent phone calls to our customer service department.National Floors Direct is, as we have been since we originally contracted to do so on January 3, 2015, willing to install Mr. [redacted]’s carpet as originally contracted. The carpet he purchased is still in our warehouse, still tagged with his order number, still cut to the custom size specified for his purchase order. As such, we cannot offer Mr. [redacted] a refund at this time and the only options we have are to keep the $100.00 deposit as a company credit, which can be applied to a new order at any time, to offer a refund less the 15% restocking fee (per the terms he agreed to on pre-installation checklist item #21) as an accommodation, which would net Mr. [redacted] $1.96, or proceed with the installation as originally planned on a day (Monday through Saturday) that is convenient for him.