Total Music Centre

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.

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]. 
 
NFD has been aware I have attempts to contact them but this complaint. They are aware of my concerns and attempts to receive a call from the owner however still have not called me. They have all my contact information. I have and NFD had documented RECORDED phone calls with us explaining we wanted to keep the carpet. Our sales rep also was aware of the same. It's clear NFD has not reviewed the documentation as we wrote on our final paperwork that  there was DAMAGE. I have PHOTOS, recorded PHONE CALLS, and written documents to support my complaint. We also have a sign upon entering our home that we have video and audio surveillance. The workers were instructed not to cut the carpet. In recorded phone calls NFD accepted they understood we did in fact  want to keep the carpet yet they still took the carpet from our home.  There is numerous errors with the carpet, there are places were there is something trapped under the carpet, areas not cut correctly, etc. NFD still is not responding about the other issues, the poor treatment by customer service, the hang ups, the non licensed workers that entered our home with no identification or ability to communicate in English effectively. They didn't have proper equipment. NFD is not acknowledging the fact that two guys walked off the job day 1 just after noon and never returned leaving us without carpet with 3 children for 3 days. NFD is not acknowledging that in our recorded phone call on that first install day we were told "the workers didn't want to do the job". ALL the calls are recorded so NFD is blatantly lying in their response. We have proof of all the complaints. Our 3 children had to sleep in 1 room with us for 3 days, they couldn't go anywhere in our home  because every room was missing carpet with exposed tack strips. I want a phone call from the owner of this "family run" business to explain why my family was treated so poorly. Bottom line our carpet is not installed correctly, we lost carpet WE DECIDED to keep upon our in home estimate. The carpet was ours to keep  which was NOT up to NFD. NFD has not reviewed our calls, paperwork or spoke to our salesman. We have all the recorded calls and video/photos to support our claims.NFD needs to right their wrong.  It's been known to NFD that we are seeking action and they still have not called us. Regards,
[redacted]

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.

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.

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.

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.

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.

As previously stated, Mr. [redacted] account of the events differs significantly from National Floors Direct's on several fronts. Continuing to argue the chronology of the events will not benefit either party.National Floors Direct and Mr. [redacted] entered into a written contract for the installation of carpet in his living room. The terms of the contract, all supplemental documents associated with the contract, and all installation and cancellation procedures are clearly outlined therein and easy for anyone to read and understand. At no point did any actions taken by National Floors Direct result in non-fulfillment of its contractual obligations to Mr. [redacted]. We made every reasonable attempt to install Mr. [redacted] carpet on the estimated installation date written on his contract and offered any day thereafter as an alternative when it became clear that the original day was no longer an option. His late cancellation of the order (even on 01/17 vs. 01/23 as he claims) does not entitle him to be released from his contractual obligations to National Floors Direct.As stated, National Floors Direct will gladly install Mr. [redacted] carpet (as we have maintained we would since day 1) as contracted, can offer a $100.00 company credit toward a future purchase, or can refund the deposit less the 15% restocking fee.

National Floors Direct cannot offer any refund to Ms. [redacted]. As was made abundantly clear to her son - who is not a party to the agreement and we believe, based on phone conversations, to be the author of this complaint - National Floors Direct cannot offer the installation of the wall base molding...

until the company has been paid in full for the significant additional labor required to complete the installation. This was explained to Ms. [redacted] when the installers arrived to home to find an installation space that was not prepped per the terms of the agreement in any way whatsoever. At the time of the sale, Ms. [redacted] agreed in writing that, "All clothing and debris must be completely removed from the installation areas. All drawers must be removed from furniture by the customer and placed in a separate area - installers will not move your clothing or any other debris. Pictures must be removed from walls. All breakables, small items, and any other debris must be completely removed from areas to be installed prior to installer arrival or additional charges will apply."As is clear from the photos submitted along with our reply, NOTHING whatsoever was done to prepare for the installation, causing significant increase in the time and cost associated with the installation. National Floors Direct needs to be paid - per the agreement - for the significant additional labor required to complete this installation. After we have been paid, we will install the wall base molding as thoroughly explained to Ms. [redacted] and her son.

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 sent photos and called the salesman the following day who said if we had any problems to let him know so it would be taken care of. Also called NY office and emailed photos. I will take photos and send them by mail asap. We also to the salesman to cancel the second job be cause of the issues with the wood floor. And I only signed the paper the job was done only I did not fill out the the part about the quailty of the material or job could not see the workmanship until the following day after we cleaned up the mess.
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. 
I will accept this answer if I get the check.  Please send it to [redacted].
Regards,
[redacted] And [redacted]

I Do accept the response from NFD but it’s been 8 days since they agreed to refund us and we still have not been issued a check. Once I receive a check I will send an email to resolve the complaint.  
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]. .  This is unacceptable. The stair covers that were added to the existing stairs did change the height of the staircase. I have contacted the home inspector that inspected our house in 2013 when it was purchased. The house would not have passed the inspection have the stairs been off by the amount of inches that it is now. The reason that it was signed off on was because the installers had been in my home for more than 10 hours and I was trying to get my three small children to bed, my husband is not the one who signed  off on them I did .  I was home alone with three children my husband was on a business trip and at that point all I wanted was the installers out of my home.  I didn't get a chance to inspect the stairs fully until the following day when I came down them and almost fell holding my daughter .  I am fully prepared to take this to small claims court as you have made it a liability in my home for other people to use the staircase .  The supervisor that came out to inspect the stairs after my complaints were made agreed with me .  The height differential is the only complaint that I'm following through with their other things that are significantly wrong with the job that was done .  None of the stair covers were correctly measured . Nails have poking through since about a week after the job was finished.  The cuts are someone even that there's this pic line of bonding material seeping out from the wall . I could go on and on. 
. [redacted]

National Floors Direct contracted with Ms. [redacted] to install carpet in 2 hallway areas and on 2 staircases. The scope of the work on this order is limited to carpet installation in those areas. No carpet installation team is equipped with the tools to remove hardwood hand rails, nor is that part...

of the contract. It is Ms. [redacted]' responsibility to provide an installation space suitable to accept the materials for which she contracted. National Floors Direct remains ready and willing to complete the work per the terms of the agreement as soon as the space is ready.

National Floors Direct cannot offer Mr. [redacted] any refund. National Floors Direct installed an [redacted] product in the customer's home. We have offered to replace the product under the terms of [redacted]'s warranty but the customer has refused this service. National Floors Direct remains ready...

and willing to work with the customer under the warranty obligations of our purchase order and as an [redacted] installer to replace the flooring as offered.

National Floors Direct called me and apologized that the work was not done to my satisfaction, and told me that their 3rd party installation team did not tell them that re work was needed. They sent their 3rd party installers back, with appropriate supplies, today, 9/29/17 and they did repair all of the problems. I am not satisfied. With out you at the Revdex.com, I do not think this would have been possible. I truly appreciate your help. I am happy nowSincerely,[redacted]###-###-####

The customer did indeed cancel after the third business day.  Unfortunately we cannot refund this customers deposit.

At the completion of the installation, Ms. [redacted] signed a customer satisfaction checklist certifying that the work was excellent and further certified that the installation space had been inspected was free of any defect or damage. National Floors Direct is unable to repair defective hardwood flooring installed by a different company.There is nothing that would occur in the normal course of installing carpet in a space that does not directly abut the board in question that would cause the wood floor to chip. The board in question is not adjacent to any carpet whatsoever. No carpet was cut or tucked to this board. National Floors Direct cannot repair Ms. [redacted]'s hardwood floor. Ms. [redacted] should contact the contractor that installed the wood or the manufacturer of the wood to learn about their warranties.

Ms. [redacted] is omitting a significant detail from her description of the events surrounding her flooring installation. The front of Ms. [redacted]' purchase order clearly states, "Customer to remove toilet and vanity prior to installation." This was not done. As such, the floor preparation required to...

complete the installation to standards in the industry could not be undertaken by our installation team.National Floors Direct cannot offer Ms. [redacted] any refund at this time. The special order materials the company purchased on her behalf represent a cost significantly higher than the $200 down payment she placed on the order. If Ms. [redacted] had performed her duties under the purchase order, National Floors Direct would have been able to complete the installation.

We are sorry to hear that Ms. [redacted] is having trouble with her installation. Our records indicate that she has not contacted the company since the installation took place. The warranty period has expired for her installation. As our representative attempted to explain to her when she called this...

week, we can only offer a payable service to address any issues with the carpet. If Ms. [redacted] would like, she can submit photos to our installation department, so we can try to help with the project.