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National Floors Direct cannot replace Ms [redacted] 's carpetThe product installed in her home is exactly the product for which she contractedAt the time of sale she selected this product from a [redacted] Industries branded sample boardAll information regarding the carpet delivered to her home is verifiable and coordinates with the exact product she selectedFurther, at the time of completion, Ms [redacted] signed off that the installation was complete and certified in writing that the product was verifies prior to installation as the carpet she selected at the time of saleIf Ms [redacted] has installation-related issues with the product she ordered, Ms [redacted] can contact our customer service team to initiate a repair claim under our installation service warranty

At the request of National Floors Direct I solicited an estimate for removal of railing, reinstallation, and any necessary repair work to walls and hardwood floor where railing is anchoredI was quoted a price of $labor not including materials which may be necessary to repair damage to walls and hardwood floors and have decided that I will NOT move forward on removal of railings I have provided copies of the agreement with national floors direct where there is no indication of railings needing to be removed prior to installation I would request that if national floors direct does not feel they can complete installation via signed agreement that all monies be refunded.Sincerely, [redacted]

National Floors Direct cannot offer Mr [redacted] any refund or compensation for a hotel stayMr***'s installation took place over the course of several daysThe expectations were never set for a single day based on the size & scope of the workThis was a large and labor intensive project The project was completed to the specifications of the purchase order agreement and coordinating floor planNo additional materials or labor were provided other than what was agreed uponNational Floors Direct would not remove flooring and install an entire room of laminate flooring without compensationIf, in the course of installing a flooring project, National Floors Direct had a question regarding installation in an adjacent space in the home not pictured on our installation floor plan or not included on the purchase order agreement, we would simply communicate with the responsible adult on site representing the client to clarify the issueUnder no circumstances would National Floors Direct demo existing laminate flooring and furnish an entire room's worth of new laminate at no cost to the client, without communicating with that client or their representativeWe would never undertake thousands of dollars of additional costs that were not outlined on our purchase order agreement and would certainly not do so without the customer's knowledge or request

National Floors Direct installed the exact same carpet for which Ms [redacted] contractedAt the completion of the installation, she certified in writing that the work was done to her satisfaction and further certified that she verified that the correct color and style of material was delivered and installedThere is no room for interpretation - especially not five months after installation - she selected the product and color from a [redacted] branded sample boardThe product that was delivered matches exactly to what was purchased

Ms [redacted] placed an order for carpet on 11/10/and left a payment by check for a depositSubsequently, Ms [redacted] called to change the color of the carpet she selectedNational Floors Direct scheduled a time for Ms [redacted] to meet with a representative to do so, and they scheduled an installation for 11/25/Due to a shipping delay from the Thanksgiving Holiday, National Floors Direct was unable to receive the replacement carpet in time for the 11/25, installation and had to reschedule the dateThe installation is currently scheduled for Tuesday, 12/08/

Ms [redacted] was already issued a full refund by National Floors Direct

The information regarding the toilet is clearly disclosed in this customer's purchase order The information was covered in the confirmation process with our customer service departmentNational Floors Direct cannot offer Ms [redacted] a refund for fees associated with the installation of her order that were clearly disclosed to her at the time of sale - and prior to installer arrival - as being her responsibilityIn two separate line items of this agreement (both of which were initialed by Ms [redacted] ), it clearly states that "Customer [is] responsible for disconnecting & reconnecting any applicable water, gas, or electricity from all appliancesNFD is not a plumbing or electrical contractor and, as such, it would be irresponsible for us to attempt to perform these kinds of servicesFurther, NFD does not move vanities, sinks, or toiletsThis work must be done by a licensed plumber."

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 claim by National Floors Direct that cancellation was not received within the required time is False I have enclosed proof that my response was received within the allotted time Please see receipts for [redacted] Priority Mail Express as well as a copy of the tracking receipt The aforementioned proves that the notice of cancellation was received by the company on November 15th at 10:a.m I have also enclosed photocopies of the notice of cancellation and letter written to the company 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] .. This is the most absurd response I have ever seen from a company. Of course the installers accidentally punctured a hole in the pipeline of my hot water heater and water leaked out as I have been complaining to the company since the day it happened! The business never told me that it "didn't happen", they said they "weren't responsible for it" to which I vehemently disagree! The tack strips that were being installed with the carpet is what damaged my property as I have stated all along. I expect the company to reimburse me for the damage they caused to my home. I am again appalled at your lack of ownership in this matter!! Regards, [redacted]

National Floors Direct contracted with this customer for a special order hardwood floorWhen we attempted to deliver the order, he demanded we bring back a different wood in a wider widthThe order was changed after we had already purchased and delivered the hardwood to his homeAs is clearly stated in our agreement and was communicated to the customer by phone, we were unable to change this product without a restocking feeThe fee paid by the customer does not come close to covering the fees associated with our return of the merchandise to the manufacturer and the additional cost of the wider wood he demanded for installation

We apologize for any inconvenience but National Floors Direct only offers installation service calls Monday through ThursdayWe can schedule the service call any day, Monday through Thursday, that is convenience for Ms [redacted]

National Floors Direct cannot offer Mr [redacted] any credit whatsoeverMr [redacted] scheduled days between agreeing to the terms of the installation and payment method to arrange paymentOur installation center confirmed with Mr [redacted] hours prior to installation, at which point he stated that he would have the agreed-upon payment methodWith hours until the installation, Mr [redacted] decided to change the entire terms of the agreementWe take our agreements and our obligations to all of our customers very seriously and were unable to postpone the installation or change the terms without penalty.Mr [redacted] received timely and accurate installation service, a premium name-brand product, and an incredible priceThese are his entitlements under the purchase order he placed with our companyIt is our entitlement to be paid - at the price and method upon which we agreed - for the materials and installationMr [redacted] is requesting a discount of almost 50% of the total amount of his order because we told him - after he had every opportunity over the course of days to plan otherwise - that we would only install our contract under the terms to which both parties had previously agreedIn no other terms this complaint is a shameful attempt to extort money from a company that works tirelessly to satisfy our customers in a highly competitive marketplaceHe will receive no refundWe will gladly have a different manager contact Mr [redacted] to review our position

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 you can see from their response they are mistaken and filing in the Revdex.com fictions They did not do the work the work they charged us for with regards to the sub floor, there is no padding under the rug (which is a different rug than sold), they are incompetent and I will not except anything but a full refund I am willing to take the next step to pursue this to my full refund Regards, [redacted]

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] ***

My wife and I are requesting that National Floors Direct repairs/replaces a section of baseboard in one of the four rooms that they installed flooring in, due to extensive damage that the installation caused to that baseboardIt has holes and large scrapes high above floor level and the damage is spread out over a good portion of one wall’s baseboardThey have refused to repair/replace this baseboardAfter the baseboard is fixed, which will also need to be stained to match the rest of the room’s existing baseboard, they need to attach the quarter round for that wallThe installation team left the quarter round, which is cut and ready, laying on the ground in that room in front of the damaged baseboardLastly, there is quarter round needed to be installed in all four rooms, to finish the incomplete flooring installation jobThere is at least one wall in each room that the installation team refused to install quarter round on due to baseboard heatingThe company is aware of this, and they stated that they will not rectify the situationThe baseboard heating is approximately 3-inches from the flooring that was installed, which the sales and measuring guy was aware of when we contracted the jobWe were told there would be quarter round on every wall so there wasn’t any visible, unfinished gaps where the flooring met the wallWe now have five total walls in four rooms that have unfinished gaps between new flooring and the wall, that is clearly visible under the raised baseboard heatersWe were told that “all walls” would have quarter round for a finished lookThe above issues are what we want National Floors Direct to complete

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 reject this claim as being because the sales person was aware of the quality carpeting my husband and I wanted*** [redacted] salesman for NFD was shown the carpeting already installed in my home by *** and *** was told I do NOT WANT LESSER QUALITY please match or come close to the existing carpetingMy husband and I were shown carpeting samples and picked a ***'s Mills made carpeting called [redacted] SERIESWhile preparing to sign the contract I asked *** make sure I receive the correct carpeting because on the order form all that is used are numbers for ordering the carpetingI was told don't worry your all setAt this point I reminded *** I still had one more quote coming in for the job within an hour or so and was undecided if I should sign*** said look it, you have a guarantee we'll beat any price by 15% so sign you can't looseThe new quote came in lower and NFD did honor the 15% discount My husband was surprised and said you better make sure you are still getting good quality carpeting as we ordered So we emailed immediately on December 16th to make sure we would still get ***'s Mills [redacted] SERIES CARPETINGI am enclosing emails to verify my statements.National Floors Direct was told from the very first minute they walked into my home I wanted GOOD QUALITY PRODUCT 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] 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 customer is complaining about a bump under the floor nearly months after the installation This is some type of issue with the customer's sub floor or home If there were something under the floor it would need to be reported immediately after the installation, not months laterWe have no way of knowing what took place in the home over in the months since we installed the floor when the customer said our work was excellent The issue is not covered under the installation warranty and we cannot service the floor We can schedule a payable service for the customer if that is something he is interested in

National Floors Direct sent a local installation manager to the home to inspect the installation and determine a mutually agreed upon course of action to remedy any issues

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] . On our contract the moving was included and on the pre-installation check list you can see that the moving box was check off. That is because moving was included. Even though moving was checked off, the installers that they sent to my home were not aware that moving my furniture was included. Yes they called the office to complain. After they called the office claimed that moving was not included and after arguing with them they finally agreed with me but after all of that my son came and moved everything that they were complaining about anyway. If I owe them money why doesn't it show anywhere on the paperwork? Why does it show on my paper work that they were supposed to come back the following week to finish the job? It was agreed with their office and there document was signed by their employee stating the same. They could have documented a balance due. I have a contract for $4330.00 and I have cashed checks for that amount as proof of payment. I am sure that *** did not even take the time to contact his installers to hear what the installers have to say, because I know they would tell him that we moved everything that needed to be moved. This company seems to have a lot of complaints and many of them are with similar situations which seems to me like they have a pattern of abuse to their customers and they think that they can get away with it. They will not get away with it in my case. I promise you that. Regards, [redacted]