ComplaintsforNational Floors Direct, Inc.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I regret to inform you but our experience with National Floors Direct has been horrendous. It started with a representative from NFD showing up at our residence on 9/21/21 to sign a contract for replacement of our old flooring. He perform inspection of the floor and assured us new floor was ready to be installed within a few weeks. We waited a month for the installers to show up to only tell us the floor was unsafe to be removed because of asbestos. This proved that we were dealing with a dishonest company since we were not advised of this issue initially. We proceeded with hiring a company to remove our old flooring with asbestos. We provided NFD with paperwork that asbestos was removed. I requested NFD to deduct floor removing charges from the contract which they did not and stated that they will be refunding that portion in the future. Another deceptive practice. After the call they agreed to schedule an installation appointment for December 27th. Today 12/14/21 we were advised that NFD is canceling our floor installation appointment for Dec 27th due to unpaid balance which they now want paid in full. Per the terms and conditions in the contract, payment in full is due on installers arrival(see below). This is clearly breach of contract. We longer wish to proceed with this deceptive, lying and dishonest company and are requesting a full refund of our initial deposit of $2600.

  

  Business response

  12/17/2021

  National Floors Direct cannot provide Ms. ********** any refund at this time. The customer entered into a written agreement with National Floors Direct with a 3 day cancellation period that has long since expired. Upon arrival for the initial installation visit, it was determined that the customer's installation space requires additional installation labor beyond the scope of work for which she contracted National Floors Direct due to unforeseen circumstances surrounding the condition of the existing substrate, and beyond the company's capacity. National Floors Direct - as outlined in the agreement - cannot touch asbestos tiles. Provisions for such conditions, delay of installation and the customer's obligation to pay the full COD to re-date the order are expressly outlined in the agreement between the customer and the company. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.

  Customer response

  12/17/2021

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  Nowhere in the agreement does it state that customer should pay the FULL COD in order to complete the job (see your terms & conditions below). We will accept the refund in the form of the floor product purchased from you or you come to complete the job and get paid on completion.
  

  
  PAYMENT IN FULL MUST BE MADE ON INSTALLER ARRIVAL. NO PERSONAL CHECKS ARE ACCEPTED. WE ACCEPT CASH,
  CERTIFIED CHECK OR MONEY ORDER. IT IS THE RESPONSIBILITY OF THE CUSTOMER TO OBTAIN A RECEIPT FOR CASH
  PAYMENTS. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Marina

   

   

  

  Business response

  12/22/2021

  National Floors Direct cannot provide Ms. ********** any refund at this time. The customer entered into a written agreement with National Floors Direct with a 3 day cancellation period that has long since expired. Upon arrival for the initial installation visit, it was determined that the customer's installation space requires additional installation labor beyond the scope of work for which she contracted National Floors Direct due to unforeseen circumstances surrounding the condition of the existing substrate, and beyond the company's capacity. National Floors Direct - as outlined in the agreement - cannot touch asbestos tiles. Provisions for such conditions, delay of installation and the customer's obligation to pay the full COD to re-date the order are expressly outlined in the agreement between the customer and the company. ALTERNATIVELY, IF THE CUSTOMER PREFERS, SHE CAN PAY THE FULL ASSED RESTOCKING **** AND MINIMUM CONTRACTOR'S **** THAT ARE EXPRESSLY OUTLINED IN THE AGREEMENT ASSOCIATED WITH MULTIPLE DELAYS OF INSTALLATION. THIS IS THOUSANDS OF DOLLARS. THE COMPANY HAS WAIVED THE **** IN CONSIDERATION OF COLLECTING THE FINAL PAYMENT BEFORE RESCHEDULING. IF THE CUSTOMER WOULD RATHER PAY THOUSANDS OF DOLLARS IN **** WE CAN ARRANGE THAT FOR HER INSTEAD. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 11/19/21, I purchased laminate and carpeting from National Floors Direct in the amount of $7500. The laminate portion was completed promptly and professionally. The problem is I have already paid $6500 and the remaining part of the contract is the carpeting. To date, they have cancelled on the scheduled date of installation on 4 occasions. We now have a new promise date of 12/21/21. I have little faith that this promised date will be kept. They have the bulk of my money and now it appears they have lost interest in completing the contract. I am unable to contact anyone but the installers and according to them they have nothing they can do. Don't know which way to turn and hoping there is some way you can reach out to them for answers. I am a senior and a Viet Nam veteran and feel like I am being taken advantage of in a bad way. We're currently living with our clothes and other items on the porch until they get the job done. I thank you in advance for any help you can give.************************* **************************************************************

  

  Business response

  12/17/2021

  National Floors Direct is scheduled to complete ********************** carpet installation on 12/21/2021, within the estimated window outlined in the agreement between the customer and the company. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.

  Customer response

  12/19/2021

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am ready, willing and able to have them install the carpeting.  The problem is, installation has been scheduled 4 times and cancelled 4 times.  Let's hope they go through with it this time.
  
  *************************
  

  
  

   

  

  Business response

  12/22/2021

  This installation has been completed in a manner consistent with the language in the written agreement between the customer and **********************. 

• Initial Complaint

  12/13/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  After I gave $5000 deposit sales person hustled me in signing a waiver of my 3 day cancellation it happen on a Sunday and I wasnt well but I copied what he told me to right and waived my rights now theyre saying too bad you signed away your right to cancel please help me and others from getting a knife in the back from this antic move especially Im over 70 and Ill .Within 15 hours I asked to cancel and they said to late sucker you signed your life away making me beyond angry with these people do they get to take my home away and suit over that conned waiver signed ? Thanks ***** do I need a lawyer or can you help ?

  

  Business response

  12/17/2021

  National Floors Direct has attempted to contact **************** as requested herein. He has verbally assaulted every team member with profanity that has attempted to discuss his perceived issues. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.
  
  

• Initial Complaint

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We put a $300 deposit down on the carpeting that was supposed to be installed within the next two days of receiving the deposit which they cash right away but then they dont show up for the actual installation this is three times now that we are waiting for them today and they give the same excuse they cant get in touch with the installers so they must be on their way or the Covid excuse and if you go on ******** under this companys name you can see all the people they have ripped off and I cant take it anymore they can just take all these peoples money and not install anything how is that allowed? Especially in this day and age this company **** to be stopped immediately please help because they have so much money from people that they never even came back to install their carpeting or flooring and they do not call you or message you to let you know they are not coming they just Give you every excuse in the book literally as to why the installers never showed up but this is three times today and that is not fair to the consumer and we are not the only ones as you can see on ********s national floors direct page and I wish you would go and look on that page to see all of the people they have taken their money from and never ever came back something has to be done immediately about this company so please help in anyway you can

  

  Business response

  12/17/2021

  National Floors Direct has completed ******************' installation in a manner consistent with the language in the written agreement between the customer and **********************. 

• Initial Complaint

  12/12/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  To Whom This May ******* ********************************************** NY/MA):I am a 91 year old woman, my daughter ****** (65 year old/disabled woman) had *********************** (NFD) here on November 30, ********************************************* kitchen, hall, 2 closets, 2 baths and carpeting on patio. We had to provide a check for 1/3 of work to be done in advance in amount of $1650.00 and to refinance the rest at 12 months with 0 interest. We agreed to have tile done on December 15, 2021 and carpetingdone on December 6, 2021. We also signed cancellation on 3 day waiver in order to have installation done immediately. National Floors Direct sent us emails and we spoke to them via phone regarding confirmation December 6th. NFD also promised they would send usemail on the morning of December 6th about their exact arrival time . On the morning of December 6th, we waited until 9:34am and no email or call, when we decided to give NFD a call to find out when they would be arriving. This was when I was informed by NFD they were not showing up due to the installer having van issues. We rescheduled to have the carpet installed on December 16Th. Recall the tile is to be installed on December 15Th .. and to reintegrate, carpet to be installed on the 16Th. We are now extremely concerned about the integrity, reliability, and validity of NFD since we already gave them a check in the amount of $1650.00 . My daughter and I are senior citizens and live on a fixed income, and after reading some of the complaints with BBB and thru our own personal experience feel this company (NFD) may not be fulfilling their duties as promised/advertised and may be misleading the public . I was born and raised in *************, and still have family and friends in the area. As a matter of fact, my family had/have businesses related to home/construction in the ********************** and Florida. We are disappointed to hear NFD isnot following thru per contract signed. Recommended by Consumer Affair's.*******/******

  

  Business response

  12/17/2021

  National Floors Direct cannot offer Ms. ****** any refund at this time. The company has completed Ms. ******'s carpet installation in a manner consistent with the language in the purchase order agreement between the customer and **********************. Ms. ******'s tile installation is scheduled for 12/21/2021, within the estimated installation date range specified on the agreement between her and National Floors Direct. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.
  
   

  Customer response

  12/18/2021

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We signed a three day notice with NFD wavering cancellation rights and to have immediate installation. As stated earlier, NFD scheduled us for tile install on December 15th and carpet install on December 16th. We asked to have the carpet install done earlier, so NFD scheduled us for December 6th. The installer was a no show, NFD never notified us. We had to call them and notify them. NFD rescheduled the carpet install back to the original date of December 16th. As explained to me by the installer, *****, does not work for NFD and is a third party contractor. We personally felt ***** was unprofessional and made several mistakes with the carpet install (cut marks in our carpet, hanging frayed pieces on ends, carpet cut shorter in some areas, glue issues with carpet, etc. ***** also had to come back on December 17th to finish the job because he had to recut an area that he had cut crooked, plus he didn't have the proper glue for that particular area of the room. He also did not have all his supplies with him. I had to give him one of my rollers in order for him to role the glue on the floor, and he did not have his vacuum with him either. I had to do some of the clean up, and honestly, ***** had some temper issues (yelling, and threatening looks). Otherwise, overall, ***** seemed friendly and polite, but we still felt concerned and worried..  

  The tile was to be installed on December 15th, NFD cancelled this install and rescheduled us for December 21st. ********* (install manager) contacted me and asked if it was okay to allow his workers to work at our home on Christmas Eve and Christmas Day due to the fact it will take 4 to 5 days to complete the tile installation. I told him that I could not make his workers work thru the holiday like that and he agreed. We discussed that New Years week would have the same issues so again we had to reschedule the tile project for next year, January 3rd, 2022.

  
  

  Sincerely,

  ***************************** & ****** Sibolo

   

   

  

  Business response

  12/22/2021

  National Floors Direct cannot offer Ms. ****** any refund at this time. The company has completed Ms. ******'s carpet installation in a manner consistent with the language in the purchase order agreement between the customer and **********************. Ms. ******'s tile installation is scheduled for 01/03/2022, within the estimated installation date range specified on the agreement between her and National Floors Direct. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.

  Customer response

  12/22/2021

  I have reviewed the response submitted by the business and have determined that the response (does not) completely satisfy my issues and/or concerns in reference to complaint #********. 
  
  
  To Better Business Bureau:
  We signed a three day notice with NFD wavering cancellation rights and to have immediate installation. As stated earlier, NFD scheduled us for tile install on December 15th and carpet install on December 16th. We asked to have the carpet install done earlier, so NFD scheduled us for December 6th. The installer was a no show, NFD never notified us. We had to call them and notify them. NFD rescheduled the carpet install back to the original date of December 16th. As explained to me by the installer, *****, does not work for NFD and is a third party contractor. We personally felt ***** was unprofessional and made several mistakes with the carpet install (cut marks in our carpet, hanging frayed pieces on ends, carpet cut shorter in some areas, glue issues with carpet, etc. ***** also had to come back on December 17th to finish the job because he had to recut an area that he had cut crooked, plus he didn't have the proper glue for that particular area of the room. He also did not have all his supplies with him. I had to give him one of my rollers in order for him to role the glue on the floor, and he did not have his vacuum with him either. I had to do some of the clean up, and honestly, ***** had some temper issues (yelling, and threatening looks). Otherwise, overall, ***** seemed friendly and polite, but we still felt concerned and worried..  
  The tile was to be installed on December 15th, NFD cancelled this install and rescheduled us for December 21st. ********* (install manager) contacted me and asked if it was okay to allow his workers to work at our home on Christmas Eve and Christmas Day due to the fact it will take 4 to 5 days to complete the tile installation. I told him that I could not make his workers work thru the holiday like that and he agreed. We discussed that New Years week would have the same issues so again we had to reschedule the tile project for next year, January 3rd, 2022.

  
  We do not wish for this complaint to be closed until they complete the tiling project in a proper professional manner. We do not feel they fulfilled their professional duties with the carpet install. It sounds to us that NFD does not care that the carpet install was not done in a professional manner and we are requesting they do so with the tile installation. Recall the mess *** with the times and cancellations of these installs and in the manner in which they were done, and furthermore, the carpet installation alone was not cheap. I would also suggest you remind them about proper business practices of how not to be rude to their customers by trying to intimidate, lie, or in being judgmental. No one in this household was rude to any of NFD, or third party company employees. 

  Thank you for your time in helping us resolve these issues with NFD.
  
  Sincerely,
  ***************************** & ****** Sibolo

  
  
  

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed a contract with National Floors Direct (NFD) on July 16, 2021 and gave a deposit of $ 496.00 via a personal check. NFD said this would be a "rush/emergency order" if I waive my right for a refund. Which I did. I choose a product that was in stock so there would not be any delays. NFD told me they would begin work on July 30, 2021. I would have to be available that day and have a certified check for the balance ($ 1,155.40). Which I prepared for. The day before the scheduled installation ( July 29,2021) NFD called and cancelled their appointment. I informed them that this was unaceptable because of the "rush/emergency order" clause. I demanded my deposit back on that call and numerous other calls. I asked to speak to a manager or have one call me to no avail. They refused to refund my deposit.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/16/21 I met with a sales representative from National Floors Direct, I was looking to purchase flooring for my apartment. After taking measurements the sales rep showed me wood laminate flooring, and I agreed to the style and color of one of the samples shown. The total for this was $4335.45 to which I was asked for a $500 deposit. Which I paid via Venmo. The date of 10/29/21 was agreed upon for installation. On that date the installer came he took one look at the front door of my apartment and said the product I purchased won't fit under the door and allow it to open. They suggested I cut the bottom of the door, but this is a fire door it can not be altered. They suggested I rip up the existing flooring at a additional cost, but there is at least 5 layers of flooring and at least one or more of those layers contain mastic(a substance that contains Asbestos). So the only option was to go with a thinner less expensive vinyl flooring. I was willing to do this, but National Floors Direct were not willing to adjust the price even though it was a cheaper material. They wanted me to pay a restocking fee of $1500 which they would waive if I agreed to pay the same amount for cheaper flooring. I feel this was a bait and switch scam on there part and I should not be responsible for a salesperson who measured incorrectly. It's not like the front door wasn't there when he took his measurements. Since calls to them yielded no response I had the flooring done and only want a refund of my $500 deposit.

  

  Business response

  12/08/2021

  National Floors Direct cannot offer ************** any refund at this time. Contrary to her belief, all of the waterproof luxury vinyl plank products offered by National Floors Direct as alternatives to the laminate flooring she purchased are significantly more expensive than the laminate flooring she originally selected. The company has incurred significant cost in attempting to deliver this order. The order cannot be canceled. We renew our offer for the FREE UPGRADE but cannot offer any refund or discount under any circumstance. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early Oct 2021 I met with a salesman ( David Horning)( from Nationalfloorsdirect (NFD) to discuss the purchase for carpet in my home. We finalized a plan for carpet to be installed in about 3 weeks. The order # is 10298. The down payment assured me of the date and a final price of $2299.00 with a down payment of $760.00, made with a personal check. The installers arrived on Saturday and immediately took pictures of the two rooms to carpet and went to their truck. When they come back, they wanted $265.00 for them moving furniture and a certified check of $1653.00, the COD amount. The moving furniture check amount surprised me and I refused to pay. I also was not told to have a certified check for the COD. Since I paid the deposit with a personal check, I assumed the same for the COD. BTW the day was Saturday and none of my banks were open. I talked to the installation manager to try to work out some other arrangement so the carpet could be installed. The manager would not work with me. Later I told them I wanted to cancel the contract but they said I could not. Believe it was beyond the 10-day time I could have canceled. Time went by and the only person who was reasonable about all of this was the salesman. The last time I called NFD about the installation, they said for me to send a certified check to their NY office. They needed to see it before giving authority to install. When I told the salesman about that he said for me not to do that. When I called the installer back, they said the salesmen was wrong. The salesman did agree to compromise and install carpet in two different rooms for the same price. He said when I had the rooms cleared for carpet installation to call the installers. I did that and got the same answer to send a check to headquarters. I have now spent a good three weeks trying to get the salesman to schedule the new job. He has called me back once saying he is working on it. Most of the time he will not return my ca

  

  Business response

  12/08/2021

  National Floors Direct cannot offer ****************** any refund at this time. The customer entered into a written agreement with National Floors Direct with a 3 day cancellation period that has since expired. Upon arrival of the installation team, the customer demanded that ********************** amend the agreed upon payment terms specified in the agreement. The company cannot amend the payment terms of the agreement. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.

  Customer response

  12/08/2021

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  *** says I demanded a different payment.  I did not demand anything.  *** wanted a certified check for the ***.  I did not have that form of payment.  This was on a Saturday, my bank was closed.  The reason I did not have  certified check was because I paid the deposit with a personal check.  So my thinking is that I could pay the balance with same.  At the time of contract settlement, the salesman did not tell me about the type of payment  for the ***.  On installation day day I talked with the installation manager and I said I could pay the *** with  a personal check or credit card.  He refused that form of payment.   BTW the *** in their response says " 3 day cancellation period that has since expired".  Because of my age (80) the cancellation period was 10 days which had expired.
  There is a second part to this complaint:  I was very upset that *** would not accept another form of payment and told the installation manager I wanted to cancel our agreement.  He said I could not.  And I understand the terms of the contract as far as cancellation.  However several days later the salesman and I agreed to do two other rooms in the  house for the same price.  There is nothing written for this verbal agreement.  It i strictly between the salesman and myself. The salesman came to the house and measured the two new rooms. The salesman told me to clear the rooms, ready for installation, and call to schedule the installation.  I call *** about scheduling and they gave me the same response as if I was on the original contract.  When I told the salesman about their  refusal to schedule my installation he said not to worry.  For the next several weeks, the salesman did not schedule the installation.  I had many emails and phone calls betwwen us.  It was k*** he was jerking me around.  He never told me why he was not scheduling the job.  I got tired of being ignored and gave him a time where I was going to give the job to someone else.  Time expired so I told him the job was going to someone else.  He did not respond to that.  I realize there was not a new contract written or a modification to the old one.  So legally there was never any written document for this job.  This period of time with little or no communication with  *** has given me anxiety and depression.  I want all of this to go away!  I don't think I have any legal grounds to have *** refund my deposit.  This was no way for *** to treat a customer.
  

  
  

  

  Business response

  12/13/2021

  National Floors Direct cannot offer ****************** any refund at this time. The customer entered into a written agreement with National Floors Direct with cancellation period that has long since expired. Upon arrival of the installation team, the customer demanded that ********************** amend the agreed upon payment terms specified in the agreement. The company cannot amend the payment terms of the agreement. The customer expects the materials and services outlined in the agreement and, as good and valuable consideration for those materials and services, the company needs to be paid per the terms of the AGREEMENT. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.
  

  Customer response

  12/14/2021

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Customer response

  12/15/2021

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Again I have  missed to reply to NFD's latest remarks.  What I would like to do.  BTW the original rooms in the contract already have new carpet.    Have the two new rooms in the house that the salesman has agreed to install carpet be started.  I will pay the coD amount that is in the contract at the time  of installation.  All I need is an installation date.  
  Would like NFD to give me an installation date for the two new rooms upstairs at the same price as the original contract. Saleman  and I have already agreed to this.   These are the rooms NFD measured and I thought NFD were working on to have carpet installed.     I can give the *** in the form of  Certified CHECK when they come out to install.   Let's resolve this complaint!  This proposal resolves all issues with their current comments except for the original rooms to be done.
  

  
  

  

  Business response

  12/17/2021

  A company representative will contact ****************** to confirm the procedures surrounding rescheduling this installation and his interest in purchasing additional rooms of carpet.

  Customer response

  12/18/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had carpet installed on October 30,2021(Order#MA18121)and two weeks after installed the carpet started wearing out on stairs and coming apart on each stair.It looks like there is not a full padding on each stair.I have emailed pictures of the carpet on November 22,2021 too them which they received and I have made numerous phone calls to them which they said we will get bact to you.Made latest phone call on December6,2021,talk to customer service which they said they will call me at end of the day,never heard back from them.I would like my carpet repaired or my money back.

  

  Business response

  12/08/2021

  National Floors Direct cannot offer ************** any refund at this time. The written agreement between the customer and ********************** provides an installation service warranty. A refund is not a remedy under the warranty. The company has attempted to initiate an installation warranty service for the customer but he has not yet sent photos. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer but the customer needs to do the same.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I contacted National Floors Direct as they advertise next day flooring installments and we needed a job done ASAP. The salesman came out the next day (11/22/21) to give us an estimate. He told us the next available date he had was into December. We said we would prefer sooner than that. He made a "phone call" and came back with an installment date of 11/30/21. I then went out and purchased furniture for the room and scheduled a delivery date of 12/2/21, just in case anything happened with the flooring. As expected, NFD called the night before the scheduled install and said they needed to reschedule us to 12/2/21. I expressed my concerns as I had just scheduled a furniture delivery. The woman told me there was nothing she could do. I said I'd figure it out and was able to reschedule the furniture. Fast forward 2 days, they call me the morning of the rescheduled installation to cancel. Again, I am upset by this because now not only do I have to rearrange my work schedule, my children's schedules and now the furniture delivery (again) as well. She assured me there was nothing she could do for me as far as compensation goes for the insane inconvenience. She said someone would be there the next day.These men showed up, VERY unprofessional, getting dressed in my driveway (putting on his shirt and buttoning his pants). One man spoke VERY broken english and the other didn't speak at all. The language barrier was difficult as there was confusion about the space to be carpeted. There was an exchange of words about payment as well, he refused to give me a receipt (even though I paid him cash up front) until the job was finished. They did finish the job but not before leaving with my husbands extension cord. I have sent an email to the company's "sales director" *********************** but haven't heard anything back. The woman I spoke to on the phone told me she was the highest in rank I could speak to and anyone above her "wouldn't speak to a customer".

  

  Business response

  12/08/2021

  National Floors Direct cannot provide **************** any refund at this time. The work has been completed in a manner consistent with the language in the written agreement between the customer and **********************. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩