Total Music Centre

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.

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]

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].  
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]

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]

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

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.

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]

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

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.

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.

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. 
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]

National Floors Direct disputes Ms. [redacted]'s account of the events surrounding the execution and late cancellation of this purchase order on all fronts. At this point, despite our best efforts, it does not seem that there is anything National Floors Direct can do to resolve this complaint.We remain ready, willing, and able to install the approved carpet on Ms. [redacted]'s order at the approved price discount.

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.

This customer has elected to pursue legal action against National Floors Direct in small claims court. National Floors Direct respectfully requests that Revdex.com removes this complaint as Ms. [redacted]'s actions have forced this matter outside of the scope of Revdex.com oversight. Thank you.

This carpet is completely installed. We cannot cancel an order that is already installed, nor can we offer Mr. [redacted] any refund after completion of the installation.

National Floors Direct is willing to install the stairs as is in consideration for a release of warranty for the long term aesthetic and installation integrity of the carpet. To properly install the carpet, the railings should be removed. If Ms. [redacted] is unwilling to either remove the railings - NFD will split the $500 cost of doing so provided proper documentation - or sign the warranty waiver to accept the installation as is, National Floors Direct will issue a full refund to Ms. [redacted]. We cannot install the carpet the wrong way without a waiver of 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].
Regards,
[redacted]
I NEVER said the alarm wire was outside the house.  It was laid out on the floor so that the installers would see it.  They were advised and a complaint form completed right after the work was done.  Do they think that a delay on their part to take care of the situation absolves them of their responsibility to take care of the situation?Please advise

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]

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]