Total Music Centre

National Floors Direct makes every effort to complete every installation to the full satisfaction of each of our customers and to properly manage their installation expectations throughout that processIn reviewing Ms [redacted] 's complaint it seems there is a misalignment of expectations stemming from the several months in between when our representative visited with her to take her order and the date of installationOur order paperwork - which is initialed by Ms [redacted] - clearly indicates that touch up paint will be needed and, quite expressly, that seams in carpeting will be visibleThe order forms we provide our customers are designed to explain what this process will be like and keep them informed.National Floors Direct completed the installation in Ms [redacted] 's home on 02/08/For more than weeks, we did not hear from Ms [redacted] regarding any issues with the installers, the installation, or the materialsWhen she called to express a problem with the installation we explained what the next steps were and requested photos so we could assess the installation and provide any required service in the most efficient manner possibleThis is our warranty claims processWe value Ms [redacted] 's patronage and want nothing more than to help resolve any issues she may be experiencing with her floor-covering but will need her to follow the claims process if she expects National Floors Direct to honor its warranty obligations

Ms [redacted] 's assessment of the company's cancellation policy is inaccurateAs she is aware, timely written notice of cancellation was never provided to the companyThis carpet has already been installed

This carpet is completely installedWe cannot cancel an order that is already installed, nor can we offer Mr [redacted] any refund after completion of the installation

Ms [redacted] contacted National Floors Direct's after-hours answering service about her installation on a Saturday nightA customer service agent from National Floors Direct returned her call first thing Monday morning and, upon reviewing the issues she described with her, immediately schedule an appointment for her installation team to return to her home to address the issues the following morningOur process regarding immediate service calls like this does not deviate from customer-to-customerWe apologize for any mis-communication but all immediate service calls are scheduled for inspectionOnce on-site, the installation team communicated with National Floors Direct's installation manager regarding the issues.It immediately became clear that, despite a full disclosure that was initialed by the customer agreeing to keep the space at degrees or higher, the heat had been turned off in the spaceThis is a luxury vinyl floor that was directly glued to a basement concrete floorThe installer sent multiple photos of a thermometer reading degrees in the spaceThose conditions would not allow for proper maintenance of the installation of any floor-covering, let alone a glued-down vinyl floor that was supposed to be drying.National Floors Direct's local installation manager spoke to Ms [redacted] after receiving all of the photos from the installer and explained why she was experiencing the issues with the floorShe agreed to turn the heat back on so the glue could dry in the space and to have the installer back later in the week to take care of the issues arising from the near-freezing temperature in the basementAdditional special moldings were purchased by National Floors Direct to properly transition the floor to the brick wall in Ms***'s basement and to wrap the columns, which are anchored into extremely un-level concrete (something that was not at all evident until the existing carpet had been removed)Upon the installer's return visit, Ms [redacted] refused to allow any service of the floor and stated that she was not satisfied with the look of the moldingsThe installation manager tried to explain that these moldings were all that could be installed against the brick and around the pole and that the "wood" moldings she wanted could not be attached to the brick wall or wrapped around the poleMs***'s response was laced with profanityShe refused the moldings and demanded that the installer leave her homeWe cannot offer any refund to Ms***We renew our offer to continue to provide service and install the moldings consistent with industry-accepted installation standards

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 cannot offer Ms [redacted] a full refund of the $3,floor installed in her homeIf there are installation-related problems with the flooring, Ms [redacted] needs to participate in the warranty claims process per the terms of the agreement

National Floors Direct is unable to offer Ms [redacted] a refund at this timeTimely written notice of cancellation was not provided to the company, per the terms clearly outlined on her agreement

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 has not reached out to me knowing that the floor is separated in my living roomI have called them several times and put on holdThis is a major problem for meI paid them in cash in good faith to do a job based on there advertising and they failedNow I have to be inconvenienced again, move all my furniture again, take time off of work again so they can replace the floor again! They never answered my calls, no one from national floors direct has reached out to me! This is awful! Please either get them to refund my money or contact me! Regards, [redacted]

Mr [redacted] 's account of his phone call with our cancellation team member differs dramatically from the recording on the call reviewed by this officeAt no point did any company representative tell Mr [redacted] that he was unable to cancel the orders or that it was too late to do soThe representative - as is company policy - attempted to review the cancellation policy with the customer who, for some unknown reason, was irate throughout the entire callIn attempting to outline what the next steps were in canceling the order, ie, refund time frame, formal cancellation confirmation, etc., Mr [redacted] was belligerent and unwilling to listen.These orders have been canceled independently of Revdex.com and in as efficient of a manner as possible given Mr [redacted] 's disposition during his call with our company representativeA full refund will be issued to the customer in a timely manner consistent with the language on Mr [redacted] 's purchase orders

We hired National Floors Direct put vinyl wood planking in our kitchen, living room, dining room and master bedroomThey completed the work in September The workers did not seem to know what they were doingThey rushed through the job and pressured us into signing off on the workIn the days following the installation it became apparent that there were several major issues in the flooringDebris had been left underneath and it was creating bumps in the floor and causing large sections of the floor to have a hump in itThere are several locations where the planks are very uneven in height and are separatingAlso there are several finish nails sticking out leaving exposed metal where we walk over thresholdsAs well as large black marks that were created in the floor when the workers play Star Furniture backThere are even several boards that are chipped in the cornersWe contacted National Floors Direct in the days after and a week later they sent out the same workers to look at the floorThey told us that the floor would need to be replaced and that they were not equipped to do that at that visitWe went back and forth with the company several more times through their installation group and finally on October 27th and inspector came to check out the issuesHe completely agreed that all of it would have to be redone and at the time I wanted them to repairThen we heard nothing for almost a month until I call them back yesterdayAt this point asking for a refund so that I can get a company to come in and do the job that National Floors Direct is incapable of doingThey refused to give me a refund and are now trying to book a Time in which to redo the flooringThey are only giving me time frames Before Christmas and I do not want to bother removing all the furniture from all the major rooms in my home during the holiday season.Desired Resolution: Their solution after more than two months is to send the same workers who messed up back to my house I'll take everything apart in my downstairs main living area during the holidays to repair it when I have no faith that they're going to do a good job this timeI would like to see a full refund so that I may have this replaced buy a different company at a time frame that is convenient for me

National Floors Direct is not able to refund any portion of Ms [redacted] 's depositMs [redacted] purchased a special order inch [redacted] Hardwood Flooring product from National Floors DirectThe 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 uponOn the day of installation, Ms [redacted] refused to accept the delivery of the materialShe acknowledged that the product delivered was correct and was what was ordered but said she wanted to change the product to something elseNational Floors Direct made many attempts to schedule an appointment with Ms [redacted] to change the product as requestedIt was not until several days later that Ms [redacted] finally responded to our callsAt that time she told the company representative that she already installed the flooring with a competitorAt no point prior to the scheduled installation date did Ms [redacted] present National Floors Direct with a competitive estimate for any flooring productThe 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] NFD has refused to allow me to speak with the salesman, the install manager or any high level Management in any capacityA simple request would be the salesman return with the samples as they were laid out to usTheir refusal to even discuss is proof they don't care about customer satisfaction at allThe 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] 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 commentsFirst of all the job the installers are doing doesn't give the immediate resultThe floor flares up AFTER a dayThe steps they can't do anything about and it is because they did NOT remove all old floor EVEN if that was part of the contractThey installed the plywood for $to make it even and now there are steps all over the floorThis company does NOT give the installers the right tools to work withI will never recommend themI will contact consumer report because they will not take their responsibility.] Regards, [redacted]

National Floors Direct installed carpet and luxury vinyl flooring in Ms [redacted] 's homeAt the completion of the installation, Ms [redacted] signed off that the work was excellent based on different categories of evaluationMore than months elapsed between the completion of the installation and her first call to express any issues whatsoever with the work that was done in her homeMs [redacted] submitted photos to our customer service team of her carpet installationThere are no seams picturedIt looks as though damage was caused to the carpet by the of a large metal rampWe cannot offer Ms [redacted] $off of her orderThere are no installation related problems with the carpet in her home

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 did not contact this office to confirm any of the orders My Practice Administrator, [redacted] , contacted their Sales Office on 10/9/to confirm both jobs She was not able to speak with anyone on 10/9/17, so she left a voicemail with the Purchase Order numbers, and that we were trying to confirm We did not hear back from anyone until 10/13/at 10:00am EST This person identified his name as ' [redacted] ', and was very uncooperative once asked about a furniture waiver We had EVERY intention of getting this job performed, we just needed clarification on the waiver, which this company would NOT give, as the Sales Rep, [redacted] , assured us our equipment would all be moved by their company reps, or subcontractors Instead, we were bullied and told we will be responsible for an $job no matter what the circumstance [redacted] was on the phone most of the day 10/13/trying to get someone in a management position to assist, but instead was continuously told no manager was in the office, or the manager left for the day, and the manager would call us back We did not hear back from any rep of the company, and on 10/16/17, subcontractors showed up at the office to perform the job We did turn them away as we had explained via telephone that we were canceling the jobs on 10/13/ Regards, [redacted] ***

The flooring at Ms***' home is installed properly and in a manner consistent with industry standardsThe transition moldings are manufactured by the manufacturer of the flooring installed in her home to complement specifically the product that is installedThere are no alternatives to the moldings that are installed; we need to install the [redacted] moldings produced along with the productIf we were a car dealer and installed [redacted] parts in a [redacted] car, there would be an issue with the warrantyThe same goes here; we cannot offer any moldings other than those provided by the manufacturerRegarding the pole, there is no other solution than the one we have already providedA laminate floor does not feature coordinating custom moldings to wrap a poleWe have serviced the installation and have completed the project to the standards set by the standards set by the industry and the manufacturer of the flooring productThese standards are consistent with any order, regardless of the purchase price

Ms [redacted] purchased an in-stock laminate floor and special order carpet from National Floors Direct on 11/03/At no time within the cancellation period specified on her orders did Ms [redacted] provide timely written cancellation of her ordersUltimately, as a measure of good faith, since an installation team was never sent to Ms***'s home, National Floors Direct agreed to offer Ms [redacted] a refund to which she was in no way entitledMs***'s response to that offer seems to be posting this complaint with Revdex.comAs such, National Floors Direct can no longer offer Ms [redacted] any refund at this timeWe remain ready, willing, and able to complete the installations of her carpet & laminate as contracted but cannot renew our good faith offer in light of her bad faith response

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 was told by the salesman that the floor would be removedI believe that the poor customer service and threats we received negated the contract I certainly wanted the floor and would have accepted it if the customer service had not been angry and threateningAlso, the response has left off the fact that the person who called to confirm the appointment told me to call customer service and check on the matter and the National Floors Direct installer said the old floor had to come up Yes, National Floors Direct did eventually offer to rip up the old floor, but we had been threatened and treated poorly by the point and were wary of any service that might be provided Thank you, [redacted] * [redacted] Regards, [redacted]

National Floors Direct installed flooring for Mr [redacted] on 05/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 flooringThe nature of Mr***'s "installation" issues (based on the photos he submitted of the installation) are non-flooring-relatedNational Floors Direct installed the moldingsThey are white-primedPer the agreement, "National Floors Direct is not responsible for any painting, puttying of nail holes, painting, or touof 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 painterThe customer is responsible for puttying the small gaps, nail holes, etcThe moldings are primed (ready for paint)