Total Music Centre

This customer was scheduled for a service call under our installation warranty independently of Revdex.com

After reviewing the content of this complaint and the chronology of events surrounding Mr [redacted] 's order, National Floors Direct has decided to issue Mr [redacted] a full refund

National Floors Direct installed carpet and luxury vinyl flooring at Mr [redacted] 's home on 09/18/Both installations were completed and signed off as excellent in different categoriesAt 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 incompleteBoth completion certificates are attached hereinIf 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/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

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 would like to respond to NFD messageI had no reason to mention an attempt to "change" the terms of payment, because when I initially spoke with the sales representative I as well as my husband, and mother all stated that payment would be released upon completion of the installmentWhich is why the "person on site", my mother adamantly refused to release the payment prior to the installationAdditionally because there had been so many discrepancies with NFD prior to the installation persons showing up was another reason for refusal of payment without completion of the jobAnd because of I was at work and not able to properly deal with the current situation, under direst at first I told *** okay I would tell her to release the check, just to get the job doneHowever, my mom then informed me, that she hadn't even seen the product purchased or any materials*** called me back and I then told him, I give her the power to represent me, and that she wasn't going to release payment without the completion of the installment, I assured him the payment was thereHe agreed...and then called my mom and asked for payment againWe can not reach an agreement, my house was totally out of order for weeks due to NFD's incompetence and deceit as a CompanyI would simply like a refund of my 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] I have tryed to reach out to national floors direct busy so far no return call or email from them Regards, [redacted]

National Floors Direct cannot offer Mr [redacted] any refund at this timeAfter an environmental issue in his home impacted the performance of his new flooring installation, Mr [redacted] accepted a waiver of warranty in consideration for a free, one time repair of his environmentally damaged floor and further agreed that any subsequent issues could be remedied by a payable service.We cannot offer a refund or any additional complimentary services based on the previous agreement between Mr [redacted] and National Floors Direct

National Floors Direct cannot pay for a plumber for Ms***The purchase order documents outlining the agreement to install flooring in her home clearly specify that National Floors Direct is not a plumbing contractor and that any and all appliances connected to gas, electricity, or plumbing inside the installation space need to be disconnected by a plumber prior to installation and reconnected after completion

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 attached the PDF not a word document as additional informationLet me re-attach itThis time, I want NFD to respond with some justifiable rejection if anyDon't just reply saying "we do not accept..."Specify exact reason and document that NDF is disputing in "NFD_Summary.pdf" 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] ***

As explained previously, National Floors Direct installed the carpet in Ms [redacted] home correctly and in a manner consistent with industry standardsWhatever details of the "turning" of the carpet she discussed with our field representative do not apply to this installationWhen the field representative sold & figured the installation specifications for the job, there was no adjacent flooringThe plan was to "turn" or otherwise finish the carpet without using the metal transition strips normally used to finish carpet in this applicationOnce the installers arrived on-site to find the incomplete vinyl flooring installation adjacent to the area where National Floors Direct was contracted to install the carpet, the originally intended finish method no longer makes any sense whatsoeverIndustry standard would be to have the hard surface installer (in this case the customer) properly install the coordinating finish moldings (which were on-site, photographed by National Floors Direct's installation team and sent to their installation manager along with a message indicating that the customer was attempting to force them to install these moldings - for which a carpet mechanic does not have the proper tools) The installation of finish moldings is the most complicated & detail-oriented part of any hard surface installation, which seems to be why Ms [redacted] opted out of completing the floorThose moldings are supposed to be installed at the edge of the floor so the carpet installation team can properly tuck the carpet to and in most cases underneath the moldingsThe installer installed the carpet correctly and left the appropriate amount of space for a hard surface installer to put the moldings on without issueThe carpet is not cut short, it is cut so a professional can appropriately install the moldings without damaging the integrity of the carpet installationNational Floors Direct did not contract to install these moldings and, as previously stated, would need to send a different installation team to the jobsite to do that, which would cost National Floors Direct approximately 50% of the total cost of Ms [redacted] $carpet order After an onslaught (literally dozens and dozens) of calls from Ms [redacted] at the completion of the carpet installation and a call from our installation team that she had parked her car behind their van to prevent them from leaving the job unless they installed the moldings, our customer service agent told Ms [redacted] we would return the next day with a different crew to install the vinyl moldings for herThis was only done due to safety concerns for our installation teamMs [redacted] height and weight have no bearing on her capability to harm our installersPeople of all sizes commit acts of violence every dayThe volume, frequency, and content of the calls made by Ms [redacted] to our office are not consistent with that of a reasonable personWe told her what we needed to in order to preserve the safety of our installersThe following day, after receiving more than phone calls from Ms [redacted] , an unreasonable number for any issue other than a life & death emergency, we contacted Ms [redacted] supervisor to attempt to have someone resolve the issue and plead with her to stop callingThe carpet is installed as contracted and to the standards in the industryShe should install the moldings she already purchased or pay a qualified hard surface installation contractor to do so and move onThere is nothing else that can be said about this issue

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 Am still awaiting full refund from National Floors Direct complaint # [redacted] as promised in resolution of this complaint Regards, [redacted]

National Floors Direct will reach out to Ms [redacted] again to confirm the correct mailing address for her re-issued refund check

As entered, "we cannot control the snow or the impact it has on the region in which Ms [redacted] livesThat said, this customer has already been offered a full refund of her deposit."

National Floors Direct cannot offer Ms [redacted] any refund for the order that we installed in her home in AugustAt the time of installation, it was noted by the installation team that the customer was attempting to blame him for a scratch on her floor underneath a rug in an area of the home where no installation work was provided by National Floors DirectWe cannot offer Ms [redacted] anythingThe estimates submitted from the roofing company and the company from Pennsylvania do not change the company's positionThis flooring is almost one year oldThere is no refund that the company can provide this customer

Ms. [redacted] 's account of the events surrounding this installation are in now way an accurate representation of the truth. Furhter, it's unclear how her false account of the events classifies this as an, "Advertising Issue." National Floors Direct kindly requests that BBB reviews the response below... and removes this complaint.On 02/29/2016, a National Floors Direct field representative met with Ms. [redacted] at her home in Wethersfield, CT to discuss the details of a kitchen flooring upgrade. Ms. [redacted] & the representative entered into an agreement to install the " [redacted] Simplesse," Luxury Vinyl product in the, "Tawny Chestnut [redacted] " color. The product & color details are clearly documented on the front of the purchase order and the color & style information was taken directly from the physical [redacted] Simplesse sample board shown to Ms. [redacted] in her home. An installation date of Tuesday, 03/08/2016, was agreed upon, the representative submitted the order to National Floors Direct's purchasing office, and the special order material was ordered to meet the installation deadline.On Friday, 03/04/2016, Ms. [redacted] contacted the field representative voicing a concern over the color she selected. She told the representative that she felt the color she chose might be too dark and wanted to change the color. Since the material had already been received into the local distribution warehouse, our representative notified Ms. [redacted] that any change to the color would require a 15% restocking fee per the agreement. Our representative went back to Ms. [redacted] 's home in Wethersfield, CT, a second time, on 03/04/2016, to show Ms. [redacted] the sample board a second time. Ms. [redacted] confirmed the color and said that she was happy with the selection. No change to the order was made.On Tuesday, 03/08/2016, National Floors Direct sent an installation team to Ms. [redacted] 's home to fulfill the installation portion of her order. They have an installation work order for the, " [redacted] Simplesse," product in the, "Tawny Chestnut [redacted] " color, the boxes of flooring bear the manufacturer's name ( [redacted] - the largest carpet & flooring manufacturer in the United States) as well as the correct labeling on the side of each box verifying that the color is "Tawny Chestnut [redacted] ." Everything brought to her home is exactly what was ordered. We do not select floor-covering from a photo of a sample. We select floor-covering from physical sample boards. The sample was viewed in the home on 2 different occasions prior to installation. There is no room for interpretation here. National Floors Direct would be happy to offer Ms. [redacted] the opportunity (a third time) to view the sample board in her home and select the color for her installation. If a different color is selected, there will be a 15% restocking fee assessed on the order per our signed agreement with the cus***er. National Floors Direct has done everything in its power to work with Ms. [redacted] on this project. Subsequent to Ms. [redacted] refusing the installation appointment, multiple calls from National Floors Direct management to Ms. [redacted] have not been returned.

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] My call on Nov 2nd was not to postpone it was to cancel

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 company showed up with unacceptable carpet pad product and we were advised by the installer that the product would result in poor quality overallWe are entitled to a refund of deposit monies as the company did not honor the purchase order agreement as written and supported by available documentationWe do not wish to move forward with a purchase that would result in an unsatisfactory product and experienceThe acceptable response is to return our deposit as no goods have been rendered by the company toward this purchase and the company has been unresponsive to our attempts to a resolution until we have filed a complaint with the Revdex.com Regards, [redacted] ***

National Floors Direct contracted with Mr [redacted] for a laminate flooring installationThe day the order was processed, our order entry department noted that there was insufficient inventory on hand to complete the installation as scheduledWhen an order was placed for additional inventory, the manufacturer notified National Floors Direct that the color Mr [redacted] ordered had been discontinuedWe immediately attempted to contact the customerOur customer service team called both numbers daily for almost full weeks before he respondedAt that time, we sent a representative to the home to select a different colorThe installation has since been completed

National Floors Direct received the notice of cancellation from Mr [redacted] on 06/24/Their refund was mailed on 07/08/2016, in a timely manner consistent with their cancellation paperwork and their expectationsAs such, we ask that Revdex.com removes this complaintIt is completely unwarrantedThank you

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 National Floors Direct is now fabricating the story tremendouslyThey will make up any phone log they wantWe did receive a call on 1/14/in regards to the 1/16/installationI returned the call and finally spoke with someone at 12:PMThat is the only voicemail I received on my cell phoneI only have one message on my home answering machine from the other day stating they were doing a follow up which prompted me to call them yesterday.The installation was never held by National Floors Direct because they did talk to me on 1/14/ National Floors Direct did not finally reach me mid-morning on the day of installation, I CALLED THEM and I have documented calls as wellIf I need to contact [redacted] and have a phone record made - I WILLMost of my calls were on my cell phone and are documented already through [redacted] I also was not offered ANY rescheduled days as wellI did not cancel on 1/23/either, I cancelled on 1/17/after National Floors Direct could not give me a reschedule date or even have the installer contact me as wellAt that time I felt the work would be rushed and not done wellI also felt that National Floors Direct was avoiding me at all costsThey state that I received calls per day from 1/16/to 1/23/15, that is also incorrect(basically a lie to cover themselves-that is all they have done is lie).Here is my condensed documentation from 1/14/to 2/12/15:1/14/ 11:am Received a voicemail on my cell from NFD in regards to 1/16/installation1/14/ 12:01pm Called NFD to confirm, on hold for minutes, hung up1/14/ 12:12pm Called NFD again, tt girl told her room was emptied, painted and ready 1/16/ 10:am Called NFD, told them I had not heard from installer yet, NFD said they would call back, never did1/16/ 11:00am Called NFD, asked them why I haven't heard from anyone, NFD said they would call back, never did1/16/ 12:10pm Called NFD, called to see what was going on, why no call backsGirl told me that the installer had a family emergency and they would call me back with a rescheduling,possibly the next day but would not confirm yetShe also said that she had just talked to the installer and he was getting ready to call me1/16/ 3:00pm Called NFD, tt girl, she plays dumb now, I told her enough is enoughI cancelledShe told me she would call the installer to get a day, I said no forget it I wasted a day off and didn't feel comfortable with the transactionI asked her if they had a back up insataller and she said no.1/17/ 11:00am Called NFD to confirm cancellationGirl told me that the rug was already cut and refund disputes would be handled by a different departmentI should expect a call from them within three business days.1/17/15-1/23/ NO CALLS FROM NFD1/24/ @noon Called NFD, tt girl, told her no one had calledShe took it upon herself to look into it and would get back to me that day, Saturday, or Sunday the latest.1/24/15- 1/30/ NO CALLS FROM NFD1/30/ Time? Called NFD, tt girl, through a minute conversation and being put on hold many times, basically they are not returning my cash deposit of $100.00, I was upset and demanded to speak to a managerShe said she was the manager and she was not willing to help me at all 2/12/ @ 11:00am Called NFD for update, tt girl about refunding my depositIt's not their policy to refund deposits whether it's or 1,Told her I would contact the Revdex.com and she responded like NFD would not be sited for any fault and told me "Good Luck" and told her I will and she can stick the $and my complaint will cost them more than that.2/12/ 1:pm Filed a complaint to the Revdex.com I feel that NFD still needs to return my $ because they broke their agreement and could not provide the installation on the day agreed upon Regards, [redacted] %