Total Music Centre

On 03/11/2014, at the completion of her installation, [redacted] signed off on all aspects of the installation as excellent. She was left the carbon copy of this document at that time, which has the installation warranty on the reverse side.

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]. National Floors Direct came to my home twice with the wrong carpet... I am sick and tired of them saying that I received what I ordered!!!!! Especially when I have pictures!!! What they need to do is admit they made a mistake and STOP blaming the customer!!!!!! Why in the world would I put myself through this unnecessary bull if I received what I  ordered??? Really!!! Maybe they should go on line and read all of the complaints against them and get their act together and stop scamming people!!! I wish I had done this prior to calling them, then I would not have to go through all of this!!! They also need to go and learn customer service skills!!! The only reason that they are returning my deposit is because I called News [redacted]'s Consumer Hotline and they contacted National Floors Direct and this is why I am getting a refund... NOT because they are reputable!!! The Revdex.com should look into all of the complaints against this company as what they are doing to people is not only immoral but illegal!!!
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]. 
My objection is not with the eventual installation of my carpet, which finally happened the following week. My complaint is that they called the day of the original installation date, after having confirmed it two days prior, to tell me the installation would not be happening. My representative did not return my calls even though the day he took the order, he said to call for ANYTHING. If I had cancelled the installation within 72 hours, I would have had to pay a 15% penalty on the purchase price. It should go both ways and they should pay me 15%. The cancellation created a hardship on my part because the carpet was going into a guest room. We had to cancel our plans to see friends we hadn't seen in a long time and may not be able to see in the future.
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]. 
I received a call from NFD on 8/23 regarding the installation that had been scheduled (but cancelled by NFD by [redacted] on 8/17 after talking with me).  When I spoke with the woman from NFD she stated she calling to confirm the 8/30 appt.  I explained to her the situation regarding the $200 additional fee and what happened the previous week.  I told her I had contacted the Revdex.com and the Attorney General regarding NFD bad practices.  She said they waived the $200 and would be here on 8/30.  Upon arrival the installers wanted the remaining payment before starting the installation.  I showed them the money order (not made out to them yet) for the balance owed.  They had to contact NFD because they are instructed not to start work until they have payment.  Who pays for work not done???  I had yet another argument with NFD regarding this, ended up giving the un-made out/signed money order to the installers for them to do the work.  I believe this is a ridiculous process.  The installers where helpful, did a wonder job and did complete the job on 8/30.  I would never say NFD did the a good job.  NFD called the next day asking how it went.  Well I told them it was completed.  Installer were great.  But I would never use NFD again, nor would I have any one I know use them..  End of story.  Thanks for you help.  
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].  
 
Regards,
[redacted]l

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 see previous messages which outline why the information provided by National Floors Direct is inaccurate in regards to the flooring that was improperly sold and then installed in our residence. National Floors Direct has an obligation to honor it's product, which was falsely presented to us as the appropriate product for the type of setting (we actually were asked to pay additional in order to level the floor, which made it worse than it was prior to installation) and a poor installation that omitted a sub-floor (which we were told would be done). We are requesting a refund for the flooring that was installed so that we can have it properly installed by another company.Thank you
Regards,
[redacted] & [redacted]

Mr. [redacted] did not provide timely written notice of cancellation to National Floors Direct for his flooring purchase order. National Floors Direct ordered and received the special order materials for his project. We have tried through many conversations with Mr. [redacted] to move forward with the...

installation of the materials we purchased on his behalf but he remains unwilling to do so. As such, National Floors Direct will move forward with the processing of a deposit refund although Mr. [redacted] is in no way entitled to it.

On 10/25/16, Ms. [redacted] placed an order for special order carpet to be installed in her home on 11/08/16. The purchase order clearly states the method of final payment. On 11/05/16, National Floors Direct's installation department spoke with Ms. [redacted] by phone to confirm all installation...

procedures, including preparation of the installation space, installation arrival, and payment procedures. During this call, Ms [redacted] confirmed again that the final balance would be paid - per the terms of the purchase order - by cash or certified check.On 11/08/16, when National Floors Direct arrived to complete the installation as contracted, Ms. [redacted] told the installation team that she did not have the payment and needed to switch the payment method to credit card. Our installation department explained that the payment method could not be changed. Ms. [redacted] told the installation team she did not have the money and sent them away from the job site. National Floors Direct cannot offer any refund to Ms. [redacted]. The value of the special order carpet exceeds the deposit amount. National Floors Direct remains ready, willing, and able, to complete the installation as contracted.

National Floors Direct installed flooring for Mr. [redacted] on 05/04. Included in the purchase order is "white-primed quarter round molding." This molding is installed around the perimeter of the existing wall base molding and is designed to cover the manufacturer-mandated expansion gap around the...

perimeter of the new flooring. The nature of Mr. [redacted]'s "installation" issues (based on the photos he submitted of the installation) are non-flooring-related. National Floors Direct installed the moldings. They are white-primed. Per the agreement, "National Floors Direct is not responsible for any painting, puttying of nail holes, painting, or touch-up of wall base or quarter round moldings after installation." All we can do is install the flooring and moldings in a manner consistent with industry standards; we are not a painter. The customer is responsible for puttying the small gaps, nail holes, etc. The moldings are primed (ready for paint).

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]. . 
When I first contacted the business they have told me about my floor but wasn't able to fix the problem. Their solution was for me to hire another contracter. Which didn't make any sense to me for me to hire someone else to do the job and call them back to finish it. I have called them and try to reason with them to put the money from the kitchen floors towards the carpet every time I suggested it someone always say I'll call you back and never return the call. At this moment I reviewed my contract and no where on the contract states I can't receive a refund. All I'm asking is for my money back and I won't deal  with this company again.
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 first like to say that we do not expect a full refund, but for National Floors Direct to pay for professional finished carpenter to fix the damages caused by their floor installers and yes the damage was caused by National Floors Direct floor installers or refund moneys to cover the cost of the damages.  I called many times and left messages with their customer service and e-mailed them a couple times as well.  They were obviously being aloof and ignored our claim.  After 3-4 months of trying to get someone to call me back I finally decided to file a complaint with the Revdex.com and only then did I get any kind of response.The representative from National Floors Direct, [redacted], never mentioned anything about our existing wall moldings so we could never have had an arrangement about them at all.  [redacted] seemed only interested in "closing a sale", taking our $100 down payment and left us with a National Floors Direct Flooring Purchase Order form. The floor installers that National Floors Direct sent to our home barely spoke English and one did not speak any English at all. When I mentioned something that I wanted fixed they simply shrugged their shoulders and continued working. After they brought their tile into the house one of the installers asked to use my hair dryer for THEIR tile and pointed my hair dryer on THEIR tile, that was stacked on my carpet, for well over an hour.  They did not use it on my existing floor.  My hands and feet are very sensitive to the cold so my home is never below 68 degrees.  The thermostat is set that way.  In one of my many calls to National Floors Directs customer service, I told the woman that the installers used my hair dryer for THEIR tile and she sounded very surprised and told me that she made a note of that.  Now National Floors Direct is saying, "nor did she make mention of using a hair dryer to install the floor."  I do not know where they are getting their information from, but it is clearly going through the wrong channels or they are just continuing to ignore information they were given.  The installers asked to use our garage to cut the fake wood molding they were using to cover all the edges.  They left a mess in our garage and cut into our cement floor.  The edges of the fake wood were left as a rough blunt cut and when I asked the installers to make them into a 45 degree angle, they had no idea what I was talking about and again shrugged their shoulders.  I had to show them what a 45 degree angle was and they finally agreed to do that.  They did not finish our refrigerator area, therefore you can see the old flooring next to the refrigerator as well as the spot they left on the landing that the old flooring is clearly visible.  The fake wood molding they put down on the landing is coming away from the stairs.  Their "low profile molding" that National Floors Directs' installers put was warped when he glued it and nailed it down.  I showed it to him and he said, in broken English, that if we stayed off it for a 24-48 hours it would even out.  It never evened out and it has nothing to do with our dining room floor, which is not un-level.  I noticed our carpet was popped up from the "low profile molding" they put down, so the installer took a nail gun and just started nailing away at our carpet.  Now, if you walk on the "low profile molding" it pops and cracks.The existing wood molding that we have, now has chunks of wood missing from them and hammered dents.  This is fresh new damage from the installers sent by National Floors Direct and not from the extremely insulting "decades of abuse" you claim our home has been subject to.  Our home is 17 years young, well maintained and taken care of.  We were continuing to do that with our home by installing new floors from what we thought was a reputable company, who we thought knew what they were doing.  Now because of the damage done by National Floors Directs' installers, instead of increasing the value of our home it has lessened the value our home.  When I showed the installer that the existing wood molding he was putting back on was uneven and damaged, he took a rubber mallet and tried to hit down into place.  He then said that the floor was higher now and that is why the molding is not even.  When we had other companies come in and give us estimates, they told us that to make the molding even again they would be shaving off some of the bottom of the molding.  I figured that National Floors Direct, being a flooring company, knew to do this. After his failed attempt to even out the molding with his mallet he shrugged his shoulders and said he couldn't do anything about it. I don't understand how any of these evaluations are being made of our home when National Floors Direct has never sent anyone out to look at the damages or assess a single thing in person.  We have been completely shocked at the lack of experience that National Floors Direct installers have.  The mere fact that they did not know what a 45 degree angle was or the normal protocol of being able to even out existing wood molding to make it look clean and professional.I would hope that a company seemingly as large as National Floors Direct would hold their employees accountable for their actions while on a job.  If National Floors Direct fails to do this, why would any of their installers care what they do to our homes if they do not get reprimanded and just ignore the issues or problems caused by their employees.  If a company wants to keep a good standing with their clients and at the very least have a good reputation, they would address claims in person and fix damages that were caused by their installers to.  Service and reputation, especially word of mouth, have everything to do with a company that stands by their work and has pride in their business.  I hope National Floors Direct has these same core values and corrects the damages done to our home by their flooring installers.We are currently trying to get our home on the market and cannot, due to the damages done by National Floors Direct flooring installers.This is our 3rd attempt to answer to National Floors Directs' response to our original claim.Regards,[redacted]
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 business (NFD) gave me an invoice for $13753.00 Out of which I gave them a check (Bank Of America Check #[redacted]) for $3753.13 which has been cashed. The rest was being paid through financing by GE for $10,000.00 which has already been charged to the credit card and the payment has been sent to the business (NFD).  When I signed the agreement,  it was for the entire job of putting hardwood in 4 bedrooms, hallway, family room and a flight of stairs. There was no breakup in the cost. The business never made me aware as to what it would cost me to do the stairs. Now that we have a dispute over the stairs the business is telling me that I did not "did not pay for stair parts, he paid for plank and nosing steps" . Also they are quoting amounts for the stairs which were never in the agreement. The quotes given to me by other contractors to do the stairs  is much higher than the refund which is being offered to me by the business(NFD). As the job remains incomplete and the credit card was charged one amount of $10,000, I had no option but to dispute the entire charge. If the business had in fact split the charges between stairs and flooring, I would have just disputed the cost to put the stairs. Again I have disputed the charge and not put a STOP ON THE PAYMENT as the business wrongly quotes in the reply.
Regards,
[redacted]
 
 %3

National Floors Direct has custom-cut 2 pieces of carpet to install this order and cannot offer any refund to this customer. National Floors Direct will gladly perform the installation as previously agreed.

National Floors Direct cannot offer Ms. [redacted] any refund of her deposit. She placed an order for special order carpet on 09/22/2017, for immediate installation. Ms. [redacted] called National Floors Direct on 09/28/2017, days after the cancellation period expired on her order, to cancel. At that...

time, the carpet had already been cut and staged for her installation. Despite her claim, National Floors Direct has not - even today - received any written notice of cancellation nor was timely written notice sent to any of our offices. We cannot offer a refund. We would be glad to schedule a day to install the special order carpet at her convenience.

National Floors Direct installed carpet and luxury vinyl flooring at Mr. [redacted]'s home on 09/18/2017. Both installations were completed and signed off as excellent in 6 different categories. At no point during or after the installation did Mr. [redacted] contact National Floors Direct to inform the...

company that any portion of the installation was incomplete. Both completion certificates are attached herein. If any of the work for which we contracted is incomplete, we would like to complete it immediately! Mr. [redacted] can contact our customer service department 24/7 at ([redacted], to discuss the details of what may be missing from the installation - despite the "5+" (out of 5) rating he provided for the installation team - and submit photos of the issue, so we can address the problem expeditiously.

Based on the customer's complaint and an assessment of the photos, National Floors Direct can schedule a service call to repair the work at Mr. [redacted]'s home. We require some additional photos that provide a wider view of the issues than what was submitted previously so we can determine the amount of material needed to address the issues in an efficient manner.

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. 
First of all, the window, you can absolutely finish it. There is aptx one foot in between the window and the stairs. And even so if there is not enough room National floors can open the window and then finish the stairs. This is completely unacceptable. In regards to the padding I did look at my contract and saw that the padding installed was the padding I signed for. What a sneak business. I made it very clear that because we have a dog and plan on having children the padding would have to be the kind of padding with film on the top, not the incredibly cheap padding. So [redacted] quoted me for the job I asked for, then when it came time to sign he pulled as fast one. Shame on me for not reading every single word of the contract. Something needs to be done here. This company is a total scam if they do little sneaky things like what was just done to me. 
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].  
What you are asking me to do is blindly accept that whatever you do is fixing the issue. IF and only IF it is repaired to what it was I will then consider signing. The VACUUM did NOT cause the problem. I truly believe the carpet itself was/is defective. They need to send someone to inspect it and then make a determination. I await their arrival. It appears they do not stand behind their work or materials...I am going to hire a lawyer and sue if this is not fixed forthwith!
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]. 
Sirs, I am in total disagreement with the statements made by National Floors Direct. At no time in all previous communications did I state or infer that NFD was responsible  in any way for painting or nail hole filling.  I did in fact state repeatedly to their customer service reps who answered my phone calls ( identified as [redacted] or [redacted]) and the rep in installation ( identified as [redacted]) that the installation was the problem. This includes extremely poor workmanship with a number of vinyl planks with raised corners, but mainly with extremely poor quality installation of measured and mittered molding pieces which fail to be properly joined and cause sharp extended corners which wrap around baseboards. Also I had been told by the saleswoman who came to our home on 4/27/17 that 1) joint areas between carpet and new vinyl floors would have a metal strip installed of which we were able to choose gold or silver color. Installers used faux wood plastic strips and when I had questioned the saleswoman about the increased height of floor thickness and fit of radiator side sleeves she replied they would be cut by installers.  The installers replied on 5/4/17 that they do not cut the parts. The parts when reinstalled following installation, are not to our satisfaction.  An additional issue not seen until after the installers had departed was the problem with discolored clear vinyl runner previously installed which was not brought to our attention when the installer placed the faux wood plastic edging and revealed the discoloration. I am unable to remove the part so that the runner ca be removed and remarked on this with photos supplied to their installation dept ( rep named [redacted]). Overall this was a very inferior installation of a good product. When contacted by me, NFD refused to even send a rep to access the items of complaint for any remediation. These issues of poor molding installation have prolonged our remodeling of our bathroom due to the need for NFD to come to us and access and remediate the complaints.
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. 
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 agree with the business (NFD) that it was one flight of stairs and not two. The job involved putting hardwood floors in 4 bedrooms a hall and a flight of stairs. As it was a big job, I got quotes from a number of other contractors. I decided to go with NFD because I was convinced by the Sales Rep that they were reputed national company. As the business (NFD) agrees that the sales rep made an error and did not account for the rounded step. I clearly asked the Sales rep if they would have an issue with the rounded step as some of the other contractors had pointed it out. He assured me that NFD does a lot of such projects with rounded steps  and that it would not be a problem. The Sales rep gave a quote which was for a total of $13,753.13. There was no breakup provided as what it would cost me for the stairs. During the course of the installing the steps, the business (NFD) realized that they made a mistake and that they cannot do the rounded steps. So initially they asked me if they could square off the steps. I agreed to they squaring off the steps. Then they came back to me and said they cannot square off the steps and that  I have to pay them in excess of $2500 to get the rounded steps or they would refund me about $2100.00.  When I approached other contractors to do just the steps, their quote is much more that what is being offered as a refund as the remaining job is much smaller than the complete job (4 bedrooms, hallway,  hall and a flight of stairs) So the business has to do one of the two things.1). Honor the contract and complete the job given that their sales rep made a mistake and I should not suffer additional financial burden because of thator2). I can get 2 quotes from two independent contractors and they should refund the amount in the quotesThanks[redacted]Regards,[redacted] 
Regards, [redacted]