Total Music Centre

National Floors Direct has worked with Ms [redacted] to address the communication issues surrounding this complaint and will be installing the carpet as planned at a discounted price as consideration for any inconvenience associated with the experience

The flooring installed on Ms [redacted] 's order is a premium hardwood flooring from [redacted] that features a lifetime structural integrity warranty and a year finish warrantyIf there is a problem with the material, it's covered under the best warranty in the flooring industry from one of the largest manufacturersMs [redacted] can contact our customer service department 24/7, at ( [redacted] , to discuss the claims processWe will need to see photos of the installation space, so we can best prepare to address any issues she may be experiencing with the wear surface on the product

Ms [redacted] is omitting a significant detail from her description of the events surrounding her flooring installationThe front of Ms [redacted] ' purchase order clearly states, "Customer to remove toilet and vanity prior to installation." This was not doneAs such, the floor preparation required to complete the installation to standards in the industry could not be undertaken by our installation team.National Floors Direct cannot offer Ms [redacted] any refund at this timeThe special order materials the company purchased on her behalf represent a cost significantly higher than the $down payment she placed on the orderIf Ms [redacted] had performed her duties under the purchase order, National Floors Direct would have been able to complete the installation

This installation has already been completedMs***'s response to our last rebuttal is consistent with the language in the text messages she sent to her field representative explaining that she works in customer service and knows how she can do harm to NFD by writing whatever she wants about the company and the experience online If Ms [redacted] was home for her installation as is required by the contract she signed, there would be no issue and no delay with her installation

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] Since our last emails in June, Floors Direct contacted me stating that they would refund us the money we had issued of 9,dollars We were told that once we received their refund notice and had it signed and notarized the money would be sent back to us After a few weeks no refund was mailed to us We once again contacted the manager being a Ms [redacted] , in which she informed us that having both my and my husband's name on the contract we needed two separate notarized agreements Once again we did so dated on July 12th Today we called them, and they had no reference of it and were very rude to us, to the point that they hung up on my husband The customer reptold us to stop calling and informed us that we would get the check when we get it My complaint continues to be that a refund agreement was signed and notarized with no money mailed back, and that when contacted they did not provide a specific date as to when it would be issued In addition to this, their response was far from professional and very condescending Regards, [redacted]

This customer was not told she would be getting a refund nor is she entitled to one The customer is attempting to cancel this transaction after the three day cancellation period clearly laid out in large bold print directly above where she signed her name We are sorry but we cannot issue any refund to the customer

Contrary to the response he entered to Revdex.com, National Floors Direct has had several conversations with Mr [redacted] about the PROPER way to complete this installationWe have expressed a willingness to move forward with wrapping the stair edge albeit the wrong way to complete the jobWe believe wrapping this stair edge will be more of a tripping hazard than the way the installation team ended the carpet on the initial installation visitThere is no "bullnose," for us to wrap(See attached photo of the correct "environment" for wrapping a stair edge)We can move forward if Mr [redacted] tells the company in writing where he wants the carpet endedWe strongly urge against wrapping this edgeWe do not believe the long term performance, safety, or aesthetics will be consistent with industry standards if we wrap the edge with no bullnose

We are sorry to hear that Ms [redacted] is having trouble with her installationOur records indicate that she has not contacted the company since the installation took placeThe warranty period has expired for her installationAs 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 carpetIf Ms [redacted] would like, she can submit photos to our installation department, so we can try to help with the project

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 had every intention on having both of these jobs completed We were asking for clarification on the clause regarding moving our equipment and furniture when the representative named [redacted] informed us there was going to be an additional charge to do so As we mentioned in our previous complaint, that was the MAIN reason for us to request a manager to speak with The sales rep told us the furniture being moved was included in our total price, but when we spoke with the company's installation department to confirm, we were told otherwise There is no disputing the job, the materials, or the dates We were not given the opportunity to speak with a manager prior to 10/13/when we were TRYING to confirm all expenses, and we were NOT going to proceed to get a certified check without having clarification We were given conflicting information by the sales rep and then the installation dept, and then we got the run around trying to get management involved Regards, [redacted] ***

On 05/Ms [redacted] placed an order for hardwood flooring with National Floors DirectOn 05/15, Ms [redacted] contacted a company representative to schedule an appointment to change the color of the product on her orderAn appointment was scheduled for a representative to visit with her on 05/to make the changes but unfortunatley that representative needed to tend to a family matter on that dayMs [redacted] called National Floors Direct later on 05/19, and requested to cancel the order in lieu of rescheduling the appointment that she made to change the color of the materials on orderThis order cannot be canceledNational Floors Direct cannot offer Ms [redacted] any refundThere was no timely written notice of cancellation from the customerNational Floors Direct can renew its offer to change the color of the product on order but we cannot cancel the order at this time

National Floors Direct cannot offer Ms [redacted] any refund of her depositShe placed an order for special order carpet on 09/22/2017, for immediate installationMs [redacted] called National Floors Direct on 09/28/2017, days after the cancellation period expired on her order, to cancelAt that time, the carpet had already been cut and staged for her installationDespite 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 officesWe cannot offer a refundWe would be glad to schedule a day to install the special order carpet at her convenience

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 product was NOT special order it was a standard product in stock that they had available immediately and it was not 5" productThe product represented in their sample was not what was deliveredI sent a copy of the competitors estimate with the exact same price for a better productThere was no attempt made to rescheduleThe only calls that I received were multiple harassing calls the day of the delivery which I still have on my phone I do not want a credit with this company I want a full refund 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 Regards, [redacted] ***

The customer's response is incorrect Even if a pad were installed with the floor it would not save the floor from 40% moisture (which voids all the warranties), and a pad is not applicable for this type of installation anyway At the time of the installation we advised the customer that she should get a new sub floor but the customer refused to pay for a new sub floor so one was not installed (once again 40% moisture would still have ruined this floor) At this point he customer's floor is not covered under warranty by NFD or the manufacturer due to this excessive moisture She will need to get a new floor but first she will need to address the source of the moisture of the problem will simply repeat itself once a new floor is installed

The manufacturer went to this home to inspect the floor The moisture level in the home is at 40% which is why the floor is having this problem Both NFD and the manufacturer have now denied this claim There is nothing wrong with the floor or the installation; excessive moisture will ruin any hardwood floor We are sorry but we cannot warranty an issue that is not covered under warranty

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 Please be advised that I appreciate your efforts in resolving this matter, however National floors should accept responsibility for the cancellation of this contract instead of calling and issuing threats these are not professional business ethicsSimply put they were not able to deliver on their promised date wherein I was able to abort the contract 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 been aware I have attempts to contact them but this complaintThey are aware of my concerns and attempts to receive a call from the owner however still have not called meThey have all my contact informationI have and NFD had documented RECORDED phone calls with us explaining we wanted to keep the carpetOur sales rep also was aware of the sameIt's clear NFD has not reviewed the documentation as we wrote on our final paperwork that there was DAMAGEI have PHOTOS, recorded PHONE CALLS, and written documents to support my complaintWe also have a sign upon entering our home that we have video and audio surveillanceThe workers were instructed not to cut the carpetIn recorded phone calls NFD accepted they understood we did in fact want to keep the carpet yet they still took the carpet from our home There is numerous errors with the carpet, there are places were there is something trapped under the carpet, areas not cut correctly, etcNFD still is not responding about the other issues, the poor treatment by customer service, the hang ups, the non licensed workers that entered our home with no identification or ability to communicate in English effectivelyThey didn't have proper equipmentNFD is not acknowledging the fact that two guys walked off the job day just after noon and never returned leaving us without carpet with children for daysNFD is not acknowledging that in our recorded phone call on that first install day we were told "the workers didn't want to do the job"ALL the calls are recorded so NFD is blatantly lying in their responseWe have proof of all the complaintsOur children had to sleep in room with us for days, they couldn't go anywhere in our home because every room was missing carpet with exposed tack stripsI want a phone call from the owner of this "family run" business to explain why my family was treated so poorlyBottom line our carpet is not installed correctly, we lost carpet WE DECIDED to keep upon our in home estimateThe carpet was ours to keep which was NOT up to NFDNFD has not reviewed our calls, paperwork or spoke to our salesmanWe have all the recorded calls and video/photos to support our claims.NFD needs to right their wrong It's been known to NFD that we are seeking action and they still have not called usRegards, [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] This information is incorrectNational Floors Direct did not rescheduleThey simply did not call or show up on the date of installationWhen we called because they didn't show, they then tried to rescheduleThis is when we tried to cancel the orderWe called many many times to ask them not to come, we would like to cancelAnd they ignored our request and still showed up to install When we rescheduled, it was well within the contract limits and weeks in advance of installation 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 have reviewed my initial documentation and though it's true that I initialed #"disclaimer" shall we say, regarding that seams, in their words, "cannot be invisible", I should not have to tolerate the fact that the seams are the most noticeable feature of the carpetingAs I said in my letter to [redacted] (I have included an attachment of that e-mail) which I mailed on 2/16, days after the installation, not over weeks as was stated in NFD's response to my complaint w/the Revdex.com, the fact that the nap of the pieced carpeting is not going in the same direction as the larger piece of carpeting accentuates the seams to the point of being unacceptableThe seams would be acceptable if they had done that correctlyRegarding #on their list of acceptable damage I agreed to incur, the one that says that there will be nicks or scratches on walls or baseboards connotes that these should be minor"Nicks" and "scratches" do not describe the gouges on every baseboard, above the carpet height and visible, caused by unnecessarily careless use of the blade used to cut the carpetEvery baseboard, every room that's carpetedI'm not even seeking repairs for that issueI am also NOT seeking to have my stairs recarpeted, even though they do not reach the edges of each stair so they're not tucked in at any of the stair treads' edgesI DID mail NFD to ask to whom I would mail photos of the lifting tiles and overly noticeable carpet seams on 2/21, (e-mail also attached) after I explained that I had no digital camera nor smart phone to take these pictures with at the time that I called NFD to make my complaint to which I received NO reply from anyone at NFDI have since taken the photos with a friend's phone and have attached them hereSo, I want my lifting tiles glued to the floor so they DON'T lift further, and I want the carpeting with the nap that's going the opposite direction from the rest of the carpeting in the room removed & replaced correctly so it doesn't look pieced together with the incredibly obvious seamsThe vinyl tiles continue to lift at the seams in new spots DAILY Regards, [redacted]

The emails between Ms [redacted] and our inside sales manager substantiate the company's positionNo new product was offeredThe order was delivered as contractedWe cannot offer any refund to Ms [redacted] We are in possession of thousands of dollars worth of special order bright red carpet