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]. Please add your rejection comments below. Regards,
[redacted]

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.

The product National Floors Direct is the exact [redacted] hardwood flooring product and stain as Mr. [redacted] selected from our representative's sample during the sales consultation. The product is a Special Order. It is a non-stocking item at National Floors Direct. As such, we cannot offer Mr. [redacted] any...

refund, nor can we waive the restocking fee.

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 complaint was not about work done but the "timeliness" comment is not true. I told the worker I would be complaining on Monday after he expressed that Sundays I would have a hard time reaching customer service. I do not appreciate the fact that it is considered ok to keep a customer up until 11 at night. I also don't appreciate the ease at which you can say the job was to satisfaction when my own tools were needed to complete the job on time. I also do not see why a coupon for next purchase can't be used now on this purchase. If the job is bid on in a similar fashion wouldn't your company still be crediting me 250 dollars on a purchase?
Regards,
[redacted]

National Floors Direct has attempted to contact Mr. [redacted] at least once daily by phone since replying to Revdex.com regarding the complaint. Our phones are answered 24 hours a day. We are easy to reach and willing to address the issue expressed in his complaint but if Mr. [redacted] does accept our phone calls there is nothing else we can do to resolve his complaint.

The customer is complaining about a bump under the floor nearly 10 months after the installation.  This is some type of issue with the customer's sub floor or home.  If there were something under the floor it would need to be reported immediately after the installation, not 10 months...

later. We have no way of knowing what took place in the home over in the 10 months since we installed the floor when the customer said our work was excellent.  The issue is not covered under the installation warranty and we cannot service the floor.  We can schedule a payable service for the customer if that is something he is interested in.

National Floors Direct is not able to refund any portion of Ms. [redacted]'s deposit. Ms. [redacted] purchased a special order 5 inch [redacted] Hardwood Flooring product from National Floors Direct. The product was selected from an [redacted] branded sample board in her home at the same time as the...

purchase order was executed.Prior to the installation date, delivery and payment procedures were agreed upon. On the day of installation, Ms. [redacted] refused to accept the delivery of the material. She acknowledged that the product delivered was correct and was what was ordered but said she wanted to change the product to something else. National Floors Direct made many attempts to schedule an appointment with Ms. [redacted] to change the product as requested. It was not until several days later that Ms. [redacted] finally responded to our calls. At that time she told the company representative that she already installed the flooring with a competitor. At no point prior to the scheduled installation date did Ms. [redacted] present National Floors Direct with a competitive estimate for any flooring product. The special order material remains in our local distribution center and Ms. [redacted]'s deposit will remain as a company credit.

National Floors Direct cannot pay for a plumber for Ms. [redacted]. The purchase order documents outlining the agreement to install flooring in her home clearly specify that National Floors Direct is not a plumbing contractor and that any and all appliances connected to gas, electricity, or plumbing...

inside the installation space need to be disconnected by a plumber prior to installation and reconnected after completion.

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 the most absurd response I have ever seen from a company. Of course the installers accidentally punctured a hole in the pipeline of my hot water heater and water leaked out as I have been complaining to the company since the day it happened! The business never told me that it "didn't happen", they said they "weren't responsible for it" to which I vehemently disagree! The tack strips that were being installed with the carpet is what damaged my property as I have stated all along. I expect the company to reimburse me for the damage they caused to my home. I am again appalled at your lack of ownership in this matter!!
Regards,
[redacted]

We have reviewed Mr. [redacted]'s complaint and the details of his account. To clarify, the issue holding up the installation of the stair treads he purchased from National Floors Direct is relating to the clearance under the stair lift, not the existence of the stair lift itself. If the lift is removed...

and new Solid Hardwood stairs are installed, the height of the stairs will be increased and the stair lift - in its current configuration - will not fit.National Floors Direct has offered a variety of reasonable solutions, including switching the wood product to something that might fit and changing the stair portion of this order to carpet. Mr. [redacted] has been unwilling to accept any solution other than the one that won't work. As such, National Floors Direct has already offered a full refund to Mr. [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. 
 
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 am confused I received notice that my refund will be issued?
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. 
 They told me it would be mailed within 15 days and as of today 9/19, I have not received my refund check.
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 would like to thank National Floors Direct for taking the time to reply to this matter, however many of the facts in their response are not true.The National Floors Direct representative who came to our home on 1/29/16 never disclosed any information with regards to ‘common installation-related issues’ and we were never provided a ‘pre-installation checklist’. I tried explaining this to [redacted] on one of our four phone calls (not dozens), however she kept stating that my husband had initialed all of the lines. When I asked them to please send us a copy of the document they were referring, they refused. The only document that was ever provided to us and signed by my husband, was the previously referenced ‘Flooring Purchase Order’. On this document, there is no such ‘checklist’ and the only reference to baseboard was on the back, stating ‘National is not responsible for resizing doors before or after installation or for any inadvertent damage to moldings, wiring, baseboards, walls, or damage caused by the moving of heavy furniture’. As I mentioned before, the rooms had been left empty, therefore there was no damage caused by the moving of any furniture and the damage that was caused can not be considered ‘inadvertent’. Additionally, my husband would NEVER initial a document as ‘**’, as he does not go by ‘[redacted]’, but by his middle name. The fact that the company refused to send us a copy of this document and claims that my husband initialed the document using ‘**’ goes to show they are not being honest about this transaction.With regards to the company referencing ‘nicks/scratches’ on the baseboards, this is simply not the case. The baseboards did not have a few nicks/scratches, the baseboard in all 3 rooms was destroyed. I have worked with carpet companies in the past and I have never seen such blatant neglect during a carpet install. Judging by the 160+ complaints on the Revdex.com website, this is a common issue for this company. Additionally, though this home was new to us (purchased on 1/29/16), the natural wood baseboard had not been ‘freshly painted or stained’. The gouges are not in the finish of the wood, but deep in the wood. This damage requires all baseboards to be removed, planed, re-stained and then reattached to the walls.With regards to the company’s statements about price guarantees, the carpets were installed on 2/2/16 and I contacted [redacted] immediately following the installation and informed her of our concerns. She requested photos and ensured us that it would be taken care of. When [redacted] called me back on 2/3/16 (the day after the installation), I happened to be in [redacted] buying new paint for my home. Once she told me that they were not going to address any of our concerns, she told me that I could ‘go ask the people at the flooring desk in [redacted] if they would take responsibility for damage to baseboards’ and assured me that ‘no carpet company is going to take responsibility for damage to baseboards’. I had done just that. I went and spoke with a flooring speci[redacted]st at [redacted] and I showed them the photos of the damage. They could not believe the damage that was caused during the install, however they were not surprised by National Floors Direct’s response as they are ‘known for this type of poor service’. I then asked them ‘if a customer was not happy with their installation and requested that the flooring be removed and payment refunded, would they do that?’, they assured me ‘100% YES!’ and that they stand behind all of their installations. Prior to this, when I had asked [redacted] to speak with a supervisor or anyone above her, she stated that ‘there is no one higher than me that you can talk to’. At this point I was extremely frustrated and requested to have the carpets removed and my payment refunded, she replied with ‘you can remove the carpet yourself…you paid for it, you own it. Why would I send someone out there to remove it for you?’ (This response is what prompted me to ask the flooring speci[redacted]st at [redacted] how they would handle this type of request)Lastly, with regards to the price guarantee…when we were provided our free in home estimate on 1/29/16, we were quoted $2000. (This was not a discounted rate and we still never received our ‘$150 credit for booking online’) At that time, I had not yet requested quotes from any other companies due to National Floors Direct’s guarantee that they will beat any competitor’s pricing by 15% or the floor was free. Once we scheduled the install for 2/1/16, we had shared our excitement with family and friends. Most were shocked by the $2000 price tag. This made us question whether or not we were getting a good deal and we decided to get another quote. The quote we received was for 62 square yards (not 77 square yards that we had been charged by National Floors Direct), an 8 lb carpet pad (similar to National Floors Direct), and a comparable [redacted] berber carpet (it was a different color because they did not carry the same color as National Floors Direct) and the quote came in at less. I then proceeded to call [redacted] (mind you, this was still before the scheduled installation on 2/1/16) and provided [redacted] with the same information as above (62 sqyds, 8 lb pad, [redacted] berber carpet) and they were able to provide me with a rough estimate as well. Their rough estimate was also less than National Floors Direct. I believe this is the ‘incomplete in store estimate’ that National Floors Direct is referring to. When the installers arrived on 2/2/16 (a day later than our scheduled install), they informed us that we would have to call the office about the price guarantee. Once again, I called Ms, [redacted] immediately after the installation to present our list of concerns and again, she assured us that it would be taken care of. National Floors Direct’s response of ‘tried to have the [redacted] salesperson offer an incomplete in-store price estimate to National Floors Direct's customer service department in an effort to somehow get back a portion of the purchase price for which she contracted the installation’ was not the case at all. In closing, I would like to state that we are very reasonable people and we can certainly understand ‘inadvertent damage’ that may result from installations such as this. Be that as it may, the damage was extensive and the way that National Floors Direct handled this entire situation was callous and unacceptable. To be frank, there were several more issues with the installation and product that have not even been mentioned. A reputable company stands behind their products and services, yet National Floors Direct has done everything but.Regards,
[redacted]

The photos submitted by Ms. [redacted] show that the carpet is installed correctly and in a manner consistent with industry standards. As a measure of good faith, National Floors Direct will reach out to Ms. [redacted] immediately to coordinate a visit by a company representative to evaluate the issues...

on-site.

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 refused to allow me to speak with the salesman, the install manager or any high level Management in any capacity. A simple request would be the salesman return with the samples as they were laid out to us. Their refusal to even discuss is proof they don't care about customer satisfaction at all. The customer service is non existent! 
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 response from NFD completely skips over the problem. NFD scheduled an installation for "stone" colored carpet on April 8, 2017. NFD called on April 7, 2017 at 5:19 in the evening and cancelled the install for THE NEXT DAY (April 8, 2017) and also advised that they "would try to get out there Monday". They were told that Monday was not an option. We were too day the woman that called to cancel the install that the material "didn't come in", I was told by our salesperson that the material did come in but that there were no "warm bodies to do the install" and then my husband was told by the manager ([redacted]) that the install was cancelled due to weather. Three different reasons for why they did not show up and refused to refund us. I have filed a complaint with the Massachusetts Attorney General's Office, their consumer protection representative interviewed me and is moving forward on this case. NFD took $1,000 dollars from us and did no work! They had the wrong carpet, they cancelled the scheduled install and I was told by "[redacted]" that we would need to make ourselves available to them whenever they were available to do the install..what kind of customer service is that??? No, this response doe snot satisfy  or resolve my issue with NFD. A refund is the only resolution that will. I will continue with my case via the AG's office and I will speak to the media, people should not be treated in this fashion just because a company is bigger and thinks they can bully customers out of money.
Regards,
[redacted]

National Floors Direct can offer Mr. [redacted] a full refund of his deposit. A check will be mailed within 15 business days.

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. 
Please be advised that as of this date we have not received a reimbursement check to settle this complaint. Regards,
[redacted] And [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. 
[If you are rejecting the business's response please enter your rejection comments here.] The installation was completed and an "Excellent rating" was given to the two workers NOT the company.  The installers were professional the company however was not.  The rudeness that was displayed, the lack of professionalism given by the customer service reps, the overall response of the company was horrific.  I only accepted the installation because they refused to give me a 350 refund on my down payment.  They stated the contract stated they could change the installation date at any time and the was false.  I felt held hostage by this company due to their unwillingness to refund me.  They called not with a suggested delivery time but with this is when we are coming, someone NEEDS to be home!  I will never do business with them again!
Regards,
[redacted]