Total Music Centre

Ms. [redacted]'s recap of the events and information surrounding the installation attempts are false and do not align with the actual events that took place. In no way whatsoever was the product mis-represented. At the time of purchase, Ms. [redacted] selected the product from an [redacted] sample board...

featuring an [redacted] product with a unique [redacted] SKU. This SKU is written on the purchase order. If selecting the product from the sample board was in any way insufficient for you, a [redacted] search of even only that SKU will bring up complete product photos and room scenes featuring the product for which she contracted. There was no misrepresentation or room for interpretation regarding the product you purchased whatsoever. After the color was changed by National Floors Direct in good faith - and the 15% restocking fee waived in good faith by our customer service department - the installation was again refused by Ms. [redacted]. Ms. [redacted] attempted to have the installation team install flooring in an area that was not included on the purchase order. When they refused, Ms. [redacted] sent the installer away. The position was made clear that if we don't do the extra space free, we don't do the job. The carpet for her order has already been custom cut to the size of her installation space and National Floors Direct has purchased materials to complete the hard surface installation twice.This complaint is entirely without merit. Even though Ms. [redacted] has no grounds whatsoever to cancel these orders or receive any refund, management at National Floors Direct feels it would be in the best interest of both parties to return her deposit - incurring thousands of dollars of loss in the process - and not do business with Ms. [redacted]. National Floors Direct has agreed to provide Ms. [redacted] a full refund and cancel her orders.

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]

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 do not know who National Floors Direct is talking to, but it has definitely NOT been me. National Floors Direct has NOT made the slightless attempt to recify the matter. National Floors Direct is lying and attempting to fraud the Revdex.com. I demand that National Floors Direct provide the proof to back up their claims(times and dates) that they are attempting to solve the matter. I will be waiting for a call from National Floors Direct, since the ONLY contact that I have has been through the response handled section provided by the Revdex.com.
Regards,
[redacted]

National Floors Direct's installation department has reviewed the photos submitted by Ms. [redacted]. Upon further review we have decided to offer Ms. [redacted] a no-cost replacement of the wall base inside the area in which we performed the installation. A customer service representative will reach out...

to Ms. [redacted] within the next 48 hours to discuss next steps.

National Floor Direct has yet to connect with Ms. [redacted] despite numerous messages. Our rep has not spoken with her. At this point, despite our best efforts, it does not seem that there is anything National Floors Direct can do to resolve work with Ms. [redacted] to resolve her complaint.

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]. . 
 They ARE NOT hardwood railings, they are wrought iron, and previous carpeting was installed around the railings.  I continue to want the carpeting installed without removal of the WROUGHT IRON not HARDWOOD RAILINGS.  
Regards,
[redacted]

The agreement between Ms. [redacted] and National Floors Direct clearly outlines in writing the expectations the company sets for customers regarding situations like these with unforeseeable circumstances below existing floor-covering."National Floors Direct does cosmetic sub-floor work only. We can strengthen, patch, or smooth the surface of your sub-floor and/or underlayment, but we cannot entirely rebuild or level your floor from the floor joists up. Upon removal of your existing floor-covering, hidden defects or unforeseen circumstances may be exposed that impact the cost and scope of materials and labor required to complete your project to the standards set by the manufacturer of your flooring and the industry. It is not possible to completely determine the condition of an existing sub-floor and/or underlayment until all existing floor-covering is removed. NFD maintains the right to postpone or cancel the installation of a job if the sub-floor does not meet industry standards." National Floors Direct has incurred costs - thousands of dollars in excess of the amount on deposit from Ms. [redacted]. If the installation space is brought to a condition consistent with standards in the industry, National Floors Direct remains ready, willing, and able to install the special order carpet and flooring installation materials that Ms. [redacted] ordered and is currently on reserve in our local distribution center. Further, Ms. [redacted] has 2 purchase orders; one for carpet and one for hard surface (the area requiring significant work to re-build). Both sets of materials are special order. If Ms. [redacted] cannot bring the kitchen space to a condition consistent with industry standards there is no reason she cannot accept the delivery and installation of the special order carpet that National Floors Direct purchased on her behalf.

National Floors Direct did not damage the floor in this home. The photo submitted by the customer (attached herein) with the damage allegations clearly shows a vinyl floor that is many years older than its intended use. The floor is dirty and poorly cared for. The crack in the floor is in no way a...

result of a carpet installation. The crack (and the dirt and yellowing of the floor) is the result of poor care and maintenance over the past several decades. This complaint is a blatant attempt to extort money from National Floors Direct and should not be considered by Revdex.com as legitimate in any way. The photo clearly shows that the crack itself is years old. Further, the customer signed a completion certificate at the completion of the project verifying that the work was completed to their satisfaction and that the home and installation space were free of damage or defect.

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. 
The installation was delayed 48 hours (not 24 hours).  The apology from Daniel Rosenberg was possibly the least sincere apology I have ever received. Do not agree that $50 is a "reasonable resolution" (in fact it was an insult) for two days of my time.  The workmanship was terrible (seams now showing), stairs were not completed as ordered (Hollywood) and clean up in staging area never done as requested (left driveway a disaster).  The installers were aware we slept in backyard but obviously the communication between office and subcontractors is not great.  Would never threaten anyone.  Just want fair resolution.    
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. The contract clearly states 3 business days from 2/25/15 - the contract was signed at 6pm. 3/2/15 was the third business day. It was signed and dated 2/28/15. We also verbally communicated our immediate desire to cancel on 2/28/15, at which time the person on the phone became argumentative and refused to process the cancellation. This has to be illegal. They are in direct violation of the contract. 
Regards,
[redacted]

National Floors Direct has reviewed Mr. [redacted]'s complaint and the details of his account. Contrary to the content of his complaint, he did not provide timely written notice of cancellation to National Floors Direct for his order. Regardless, given that no materials were ever delivered to his home...

for the installation (even though the carpet was cut to the size of his job due to the expeditious nature of the contracted installation date), National Floors Direct already spoke with Mr. [redacted] and offered a full refund within 10 business days PRIOR to the filing of this complaint. The complaint comes as a surprise. The refund was already being processed before he complained to Revdex.com...

The issue with Mr. [redacted]'s carpet is damage caused locally. There are no seams in the area where the damage occurred. This damage to the carpet is not covered under our installation warranty but National Floors Direct is willing to attempt to repair the damage as a payable service.

Ms. [redacted] did not provide timely written notice of cancellation of this order. As such, the special order carpet was received and custom-cut for her installation. We cannot offer any refund at this time.

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].
 As I told NFD, I wanted the money that was given to NFD for the kitchen to be put towards the carpet  project, but I was told they will see but never receive an call back.  Then I informed them to just refund me my money for the kitchen project and just do the carpet project. Then NFD said they will not refund my money. There is no where in the contract that say I can not get my money back. 
Regards,
[redacted]