Total Music Centre

National Floors Direct cannot offer Mr. [redacted] a refund for the flooring he purchased. The photos he submitted with his claim are consistent with topical water damage to his floor covering and are not related to the installation of the hardwood flooring. This was the basis for denying the claim. That...

said, in the interest of trying to resolve the issue for Mr. [redacted], National Floors Direct will send a representative to his home to conduct an on-site inspection of the areas in question. National's customer service team will reach out to Mr. [redacted] today to schedule an appointment for the on-site inspection.

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]. . 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]

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].. 
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].

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.

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]

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.

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.

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 never received a voicemail.] 
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].
We would like to be provided with copies of all warranties, as we were never provided this information.    
Regards,
M [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].  
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]. 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]

This refund was processed weeks ago. The customer should have the refund in their possession.

National Floors Direct has already opened a repair ticket for this client to address any issues with their flooring installation and, as requested, has scheduled the repair work for a weekend to meet the customer's needs.

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.