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]. . 
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]

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. 
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]

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

Ms [redacted] selected a carpet from a sample book with two different patterns featuring the same color lines. National Floors Direct's representative made an error in writing the style name on the order. The color was correct as verified by Ms. [redacted].Subsequent to that installation attempt, National...

Floors Direct dispatched the representative to her home again to re-confirm the correct color & style of product. Her purchase order was amended to reflect the correction. When the correct style was brought - again in the same color as Ms. [redacted] agreed was correct - Ms. [redacted] said the color is not right. The carpet is exactly what was ordered. The color & style match the order form and all paperwork from the manufacturer, and the color has been verified by our local installation manager. Photos of the sample Ms. [redacted] used to select the carpet were taken and sent to her further verifying that the carpet is correct.As National Floors Direct has now ordered 2 special order carpets for Ms. [redacted], we would be glad to install one of them.

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].  
Notification was made in a timely manner per email to the salesman and telephone calls to the company.
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. 
[As I have stated before there is a 79 year old women there and I over see the house. This carpet was either defective or installed incorrectly. I am a very honest person and do not appreciate being called a liar. I do not care to do business with a company that insults customers. Therefore I will hiring another company to repair the carpet.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response of returning my refund, 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]

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]

National Floors Direct contracted with Ms. [redacted]'s landlord to install flooring in the the home she currently occupies. Ms. [redacted] is not a party to the installation agreement. Due to unforeseen circumstances with the condition of the stairs in the home, National Floors Direct was unable complete...

the installation on its first visit. Additional tools were needed to complete the custom stair work. National's customer service department offered to return the following day to complete the work but Ms. [redacted] refused to make the space available. Ms. [redacted] opted to have the installation rescheduled for Saturday, 01/16/2016. The installation was completed on 01/16/2016, and signed off as excellent by the customer who contracted with National Floors Direct.

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:National Floors Direct cannot offer Mr. [redacted] another hardwood floor. On 09/06/2017, National Floors Direct contracted with Mr. [redacted] to install [redacted] Hardwood in the [redacted] West color in his living room, dining room, and family room. On 09/13/2017, as contracted, our installation team brought the [redacted] West product to his home and began the installation. On the second day of the installation, with the job nearly complete, Mr. [redacted] told the installers to leave the his home immediately because he no longer likes the wood (that is 97% installed in his home).[redacted]:This information is absolutely false. On the first day, the installers came layed about 20 hardwood planks. I saw the color and it was not matching with the one I took a picture on the sales visit then I stopped them. I called the customer service and told the same. They argued and said the same wood was ordered. I told them send the sales rep [redacted] with the same sample wood. They said, they will send him next day to match meanwhile they can lay the wood in family room. I said OK to that. Next day the sales rep [redacted] did not come and installers came. My wife was home and she did not let them do any work unless the sales rep matches the color. I took the financing on my name and they took my wife’s signature and billed the finance company 3500. They should take my signature for the completion of the work.  Also the work is only complete 30%. I ordered the work 3 rooms. They took away the carpet and laid the hardwood on the floor. They did not even nail the hardwood. The living room and dining room are not even touched.  NFD:National Floors Direct believes this is an attempt by Mr. [redacted] to avoid his obligation to pay for this floor.[redacted]:This is absolutely false. I already  paid 2489 and my finance company paid 3500.  NFD:The product installed is a 100% verifiable exact match to the product on the [redacted] Sample board our representative showed Mr. [redacted] on 09/06/2017, in his home. National Floors Direct has the material invoices from the manufacturer, photos of the boxes of flooring brought to his home, and hundreds of [redacted] Branded Sample boards to substantiate this position.[redacted]:I have taken picture of the sample shown. I am furnishing the sample and the wood on my floor for the perusal. They are quite different.
Regards,
[redacted]

National Floors Direct cannot offer Mr. [redacted] any credit whatsoever. Mr. [redacted] scheduled 17 days between agreeing to the terms of the installation and payment method to arrange payment. Our installation center confirmed with Mr. [redacted] 48 hours prior to installation, at which point he...

stated that he would have the agreed-upon payment method. With 12 hours until the installation, Mr. [redacted] decided to change the entire terms of the agreement. We take our agreements and our obligations to all of our customers very seriously and were unable to postpone the installation or change the terms without penalty.Mr. [redacted] received timely and accurate installation service, a premium name-brand product, and an incredible price. These are his entitlements under the purchase order he placed with our company. It is our entitlement to be paid - at the price and method upon which we agreed - for the materials and installation. Mr. [redacted] is requesting a discount of almost 50% of the total amount of his order because we told him - after he had every opportunity over the course of 17 days to plan otherwise - that we would only install our contract under the terms to which both parties had previously agreed. In no other terms this complaint is a shameful attempt to extort money from a company that works tirelessly to satisfy our customers in a highly competitive marketplace. He will receive no refund. We will gladly have a different manager contact Mr. [redacted] to review our position.

National Floors Direct cannot offer Mr. [redacted] a refund of any portion of his flooring purchase. The installation was completed in a timely manner consistent with the expectations set by our installation appointment center. At the completion of the installation, Mr. [redacted] signed off that the job...

was completed to his satisfaction that the team was punctual, professional, clean, courteous, and attentive to details. At no point during the installation did Mr. [redacted] express any issues whatsoever with the timeliness or professionalism of the installation team. 3 days after the installation was completed, Mr. [redacted] called National Floors Direct to say he felt the installers arrived too late and that he would be complaining to Revdex.com if we did not give him money. National Floors Direct was unable to give him any money but did offer Mr. [redacted] a coupon that he can use toward his next 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]. The alarm wire was damaged when the installer, hired by National Floors installed the floor.  The Alarm company had to remove the baseboard to get to the wire and advised me as such.   As to the floor, There had been water damage in the winter of 2015.  The prior flooring was removed by [redacted] who put drying equipment on the floor.  National Floors was advised of this and put down the flooring that we ordered.  The "waiveness they are referring to, are a few corners of some of the boards that are higher then the rest of the boards.  This is not caused by moisture but is a defect in the boards.  It is not even in the area where the water damage occurred.  They have never even sent anyone out to look at the situation.  In addition, three are scratches and marring in the floor which is below the surface.  A request was made for a copy of the materials order as 1/4 round molding was to be inserted and never was.  I do not know if the salesman did not place it on his request for materials, or if National Floors did not give the materials to the installer, etc.   There is a guarantee/warranty on the floor.  They, at the very least should have sent someone to look at the situation.    
Regards,
[redacted]

Good morning -Regarding previous filed complaint against National Floors Direct (#[redacted]), we agreed to a resolution with the business for an inspection and repair of the damaged carpet that was installed (see email below) - After repeated phone calls to NFD we were finally able to schedule a time for an installer to come out and inspect the carpet.  The damage to the carpet was deemed irreparable by the installer (see signed documents attached) and I was told it would need to be replaced.  The installer actually had some of the carpet in his truck, however said it wasn't enough for the space needed.  I contacted [redacted] at NFD Customer Service Manager immediately and prior to the installer leaving my home and he told me he would contact the installation department and get back to me.  I have repeatedly called [redacted] to schedule a replacement date with no luck and most recently on Monday August 28, 2017 he told me that NFD is NOT going to replace our damaged carpet and that they were going to again file a claim with the manufacturer (who apparently originally denied the claim) - he told me that scheduling the manufacturer to inspect the carpet could take several days or weeks - I have not heard from NFD since -I asked for this in writing (email) and he told me that Senior Management no longer wanted him communicating in email, only to confirm appointments.  During a conversation with [redacted] on 8/11 - a day that my husband stayed home only to call [redacted] at 2:30 to find out he didn't confirm the appointment, he told me that if I contacted the Revdex.com again "did I really think they'd come out and fix my carpet" - I have repeatedly been told by [redacted], when asked to speak to someone else "my boss doesn't want to speak to you" "there is no one else here to speak with I am the customer service manager" We paid $5,000 for carpet and in that in one area it was installed damaged - we would like it replaced and without any further delays and hassles of having to deal with We also feel that through this whole process we have been retaliated against for going to the Revdex.com in the first place, with the lack of response to us and the repeated phone calls I've had to make.Our carpet was installed on Friday April 21, 2017 - It is September 1st.Please re-open our claim as we are not even close to satisfied with NFD's response to holding up what they agreed to with our initial resolution in July.Thank you,[redacted]

National Floors Direct cannot offer Ms. [redacted] any refund on her carpet order. Ms. [redacted] contracted with National Floors Direct for a large carpet installation in her home. At the time the agreement was made, Ms. [redacted] was left with a carbon copy of our pre-installation checklist outlining...

her responsibilities regarding preparing for her installation, among which was clearing "ALL clothing and debris from the installation areas." When our installation team arrived to complete the project, Ms. [redacted] did not move ANYTHING.The installations space was completely cluttered with clothing, breakables, and debris stacked 5-6 feet above the carpet. We cannot and will not move endless piles of clothing and debris. On 08/04, our first visit, the customer agreed to pay additional money for our team to help move the debris. She left to go to the bank and never returned. The customer called later in the day, agreeing again to pay the installers the additional funds requested for them to help with the debris. We rescheduled the installation to 08/07. On 08/07, the customer refused to pay for anything, including the installation itself. We have the carpet on this order, custom cut to the sizes of her rooms and have paid our installers for 2 days work to wait at Ms. [redacted]'s home for her to either pay or clear the debris. We cannot offer her any refund.

Both parties have copies of the documents that Ms. [redacted] is alleging were never filled out. National Floors Direct did not conjure up her husband's name from thin air. If he uses an alias, it is not known to our company. The purchase order & checklist in question are endorsed by "[redacted]," with the initials "**." The paperwork is initialed & signed and a carbon copy of the document referenced was left along with a carbon copy of her purchase order at the time of the sale.As stated previously, the regular price for the carpet installed in Ms. [redacted]'s home is significantly higher than the reduced $2,000.00 price she negotiated with our representative. We cannot offer any discount on a product that is already installed regardless of any false or defamatory statements made by Ms. [redacted] or the [redacted] "specialist," who is in no way responsible for actually providing customers with accurate pricing, ever. As with every "home center" installation, an independent company is paid to come to the customer's job-site to figure the materials needed & overall cost. That information is then given to the "specialist" in the store and communicated to the customer. If Ms. [redacted] has legitimate installation-related issues with the carpet installed in her home (something she has yet to mention to NFD prior to the statement made in the rebuttal to our response to her Revdex.com complaint), we would be happy to service the installation at no charge within the confines of our installation warranty. Ms. [redacted] has not expressed any issues other than the scratches on the wall base and trying to get the price reduced after the installation (still) without any actual written estimate.

National Floors Direct cannot offer Mr. [redacted] any refund or compensation for a hotel stay. Mr. [redacted]'s installation took place over the course of several days. The expectations were never set for a single day based on the size & scope of the work. This was a large and labor intensive project....

The project was completed to the specifications of the purchase order agreement and coordinating floor plan. No additional materials or labor were provided other than what was agreed upon. National Floors Direct would not remove flooring and install an entire room of laminate flooring without compensation. If, in the course of installing a flooring project, National Floors Direct had a question regarding installation in an adjacent space in the home not pictured on our installation floor plan or not included on the purchase order agreement, we would simply communicate with the responsible adult on site representing the client to clarify the issue. Under no circumstances would National Floors Direct demo existing laminate flooring and furnish an entire room's worth of new laminate at no cost to the client, without communicating with that client or their representative. We would never undertake thousands of dollars of additional costs that were not outlined on our purchase order agreement and would certainly not do so without the customer's knowledge or request.

National Floors Direct has not received any contact from Mr. [redacted] since the installation of this order and cannot offer any refund at this time. Mr. [redacted] placed 2 orders with National Floors Direct. This order, [redacted], was installed without incident on 04/27. The second, [redacted], was refused by...

Mr.l [redacted] on 05/11. At the time of completion of order [redacted], Mr. [redacted] signed off that the installation was completed to his satisfaction and free of any damage or defect. If there are issues with the flooring, Mr. [redacted] needs to submit photos of the issues so they can be addressed properly - either with the manufacturer of the product or the installation team that completed the work. Either way, photos - which have not been sent as of yet - are the first step.National Floors Direct will reach out to Mr. [redacted] ASAP to address his concerns and to clarify the process under which he can submit photos of the product issues and schedule an 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. 
After I called to choose a new carpet on the 13th, I was given a date that [redacted], the salesman, would come over to show me samples. He never called and never came to my house. I called [redacted] and she scheduled a different salesman to come over. We choose a carpet and scheduled installation for the 25th. I had to call [redacted] because she never called within the time frame she gave me to tell me what time the installers would be over. She said they are canceling installation because the carpet was damaged. She never said it was due to the holiday. At this point I had taken 2 days out of my business to wait for National Floors Direct and they never showed up. I politely asked her to refund my money and she said she would not do that. She began arguing with me and told me "good luck getting your deposit back. You either schedule an install or loose your deposit." I do not trust this company and do not want them in my home installing anything. To top it off, they want me to pay in full before install. Absolutely not! I respectfully request my deposit back since they didn't follow through with there end of the contract when they promised. 
Regards,
[redacted]